How TQM helps to improve organizational performance: A direct and indirect impact of soft and hard TQM

It is confirmed be most of the studies conducted by academic scholars and the practitioners that TQM improve the organizational performance but it is also concluded in academic literature the failure rate of TQM is higher and organizations unable to achieve the required results many times. There are various factors that influence on the results of TQM but one of them is the perception of Hard TQM as whole TQM. If organization works on a one part then it is no way to achieve complete success.


If organization applied whole TQM or focus only on hard TQM it produces the results. However, these results may not be up to the planed level in case of only hard TQM application. Various studies in TQM literature indicates that hard TQM provide many benefits to organization that ultimately impact on organizational performance in both manufacturing and services sector. However the benefits of hard TQM are comparatively higher in manufacturing sector.

Hard TQM Tools


Soft TQM is comparatively more important than hard TQM because it has dual impact on organizational performance. Soft TQM directly impact on organizational performance and also impact indirectly via improving the impact of hard TQM on organizational performance.


The soft TQM increase the satisfaction of the internal customers (employees) and also provide the shared vision that helps to improve the performance in all areas in organization. More the employee training and developing also increase their efficiency  and ultimately improve the organization performance.


The soft TQM also help to improve the impact of hard TQM on organizational performance. Soft TQM has influence on many aspects of the hard TQM. The shared vision, training and personal development and customers focus helps to improve the productivity and the quality of the products and services. If organization only focus on hard TQM and adopt latest computer aided designs and computerized numerical control machines to increase productivity and employees are not trained enough to effectively used that machines are have not shared vision to achieve organizational targets the outcome of the equipment and tools is reduce. Similarly if the employees are not believed on customer focus the may fallow the standard operating procedures but unable to produce the real quality and values for customers.

Finally it is recommended to implement whole TQM (soft TQM and Hard TQM) because the philosophy of TQM is holistic approach. If organizations really want to achieve befits it complete understand the TQM philosophy before implementation planning and then accordingly plan to successfully implement the TQM to improve organizational performance.



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