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An Investigation of the Extent to which the Five Principles of Total Quality Management have been Implemented in the Bewley's Cafe Chain.

Murphy, Noelle Margaret (2000) An Investigation of the Extent to which the Five Principles of Total Quality Management have been Implemented in the Bewley's Cafe Chain. Undergraduate thesis, Dublin, National College of Ireland.

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Abstract

"It is not a quick fix, it is more of a state of mind, a way of doing business which means your organisation continues to improve." Tom Brennan, Marketing Manager of Bewley's on his definition of Total Quality Management (Ingle, 1999). As a result of carrying out this research, the author came across different articles on Bewley's position as regards the implementation of Total Quality Management (TQM) at their cafes. One such article was printed in the Irish Times on Monday, the 25th of January 1999. In this article Mr. Tom Brennan, Marketing Manager of Campbell Bewley's; declared the organisation's commitment to Total Quality Management. He stated that the Campbell Bewley Group was focusing on maintaining the satisfaction of their employees in order increase customer satisfaction, which as a result drives the organisation as a whole.
The objective of this dissertation is to assess the extent to which the five principles of Total Quality Management are in existence in the Bewley's Cafe chain. These principles are based on Zink's (1997) model of the five principles of Total Quality Management. The concept of TQM is based on the notion of continuous improvement, it is itself a process that is never completed. This dissertation found that Zink's (1997) model was not fully implemented at the cafe chain. This was due to reasons such as poor communication, a lack of teamwork and improper training. Only with a total commitment from management can TQM be successfully implemented. Management must promote teamwork and provide training programmes for staff.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Total Quality Management
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Hospitality Industry
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Food Industry
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Service Industry
Divisions: School of Business > BA (Honours) in European Business and Languages
Depositing User: SINEAD CORCORAN
Date Deposited: 06 Aug 2010 08:34
Last Modified: 27 Apr 2012 14:53
URI: http://trap.ncirl.ie/id/eprint/371

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