IMPLEMENTING TOTAL QUALITY MANAGEMENT PRINCIPLES IN THE JORDANIAN TELECOMMUNICATIONS SECTOR: BALANCING QUALITY AND LEGAL COMPLIANCE

Abstract This study investigated the implementation of quality management principles—specifically Management Commitment (Leadership), Customer and Employee Importance, Standing of Facts, Employee Full Participation, and Continuous Improvement (KAIZEN)—within the telecommunications sector in Jordan. The research was conducted via a questionnaire distributed to 267 employees across telecommunications companies, representing a response rate of 77% from an original pool of 800 employees. Findings indicated high levels of application for Management Commitment (3.82), Customer Importance (3.87), and Continuous Improvement (KAIZEN) (3.92). In contrast, the dimensions of Standing of Facts (3.64) and Employee Full Participation (3.64) were found to be at a moderate level, the balance between applying total quality management principles and complying with the sector’s legal regulations is a key focus discussed in the study. The telecommunications sector in Jordan operates within a strict legal framework established by the Telecommunications Regulatory Commission (TRC), which enforces laws related to consumer protection, data privacy, licensing, and service quality. Based on these results, the study recommends that Jordanian telecommunications companies enhance awareness of total quality management principles and ensure that continuous improvement is integrated as a core management practice, driven by senior management commitment.