Impact of Quality Management on Costa Coffee's Productivity

This research project investigates the impact of quality management on the productivity of Costa Coffee. The report begins with an introduction outlining the research's overview, significance, aim, objectives, and research questions. Chapter 2 provides a comprehensive literature review, evaluating elements of quality management, the role of productivity, the impact of quality tools, and recommendations for achieving competitive gains. Chapter 3 details the research methodology, including the type of investigation, research design, philosophy, data sampling, and ethical considerations. Chapters 4 and 5 present the data analysis, followed by conclusions and recommendations. The study aims to identify how quality management enhances organizational productivity, offering insights into Costa Coffee's operations, customer satisfaction, and market performance. The research also outlines an action plan for the project, covering objectives, methodologies, literature review, data collection, analysis, and report submission.

RESEARCH PROJECT

Table of Contents
TITLE: ............................................................................................................................................1
CHAPTER 1: ..................................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Over view of research...........................................................................................................1
1.2 Significance of research........................................................................................................1
1.3 Research Aim........................................................................................................................1
1.4 Research Objectives..............................................................................................................2
1.5 Research Question.................................................................................................................2
CHAPTER 2: LITERATURE REVIEW ........................................................................................3
2.1 Introduction...........................................................................................................................3
2.1 To evaluate the elements of Quality Management................................................................3
2.2 Accessing role of productivity in enhancing organisation Performances...........................3
2.3 Impact of Quality Tools on developing Costa Coffee performances at market places.........4
2.4 Recommendations by which firms can achieve competitive gains at market areas.............4
CHAPTER 3:...................................................................................................................................6
RESEARCH METHODOLOGY....................................................................................................6
3.1 Type of investigation.............................................................................................................6
3.2 Research Design....................................................................................................................6
3.3 Research Philosophy.............................................................................................................6
3.5 Data Sampling.......................................................................................................................7
3.7 Ethical consideration.............................................................................................................7
CHAPTER 4: DATA ANALYSIS..................................................................................................8
CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................21
5.1 Recommendations....................................................................................................................21
5.2 Conclusion...........................................................................................................................21

TITLE:
To identify the impact of Quality Management in order to enhance organisation
productivity. A case study on Costa Coffee.
CHAPTER 1:
INTRODUCTION
1.1 Over view of research
Quality Management are valuable factors in order to ensure that products and their
services which are offered to customers are consistent by nature. The main focus of firms are not
only on quality factors but they are they are making plans in order to achieve them. The quality
management tools are used in order to enhance productivity of firms so they can easily achieve
satisfied customers thus their profitability will be enhanced (Anitha, 2014). Costs Coffee are
offering quality coffee products to all the customers and this is valuable factor for them as they
have enhance their sales ratios and gained loyal customers who will be using their products.
1.2 Significance of research
The research activities are organised in order to enhance overall the impact of using
quality products in order to enhance productivity of Costa Coffee. The organisation have
achieved success in their operation's all around UK as they are offering quality coffee to their
potential customers. They have enhanced their sales by establishing quality measures for
developing their goods and this results in gaining satisfied customers and establishing strong
images at market places. All the employees who are involved in manufacturing coffee products
are having high qualifications in this this field and they have done various courses like Hotel
Management etc. (Appelbaum, 2013).
1.3 Research Aim
The main aim of the present research are linked with Identifying the impact of Quality
Management in order to enhance organisation productivity. A case study on Costa Coffee. This
report will be based on the impact of using quality measures in order to enhance performance
factors of organisations thus they will be achieving higher profitability in their business
organisation thus attaining growth and success. This is the most vital parts of this research as all
the activities are carried out on the basis of these aims.
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1.4 Research Objectives
These are the most vital factors as they are helpful in order to analyse all the benefits
which can be achieved from the working of the research. All the activities had to be executed in
right directions by which they will attain growth and success in their overall business operations
thus making plans in order to expand it all around the globe. The major objective are evaluated
below as:
 To evaluate the elements of Quality Management aspects
 To access role of productivity in enhancing organisation Performances
 To ascertain the impact of Quality Tools on developing Costa Coffee performances ta
market places
 To recommend various ways through which firms can achieve competitive gains at
market areas.
Research Questions
These are the most vital factors which are related with research tasks and the major base
on which these objectives are prepared are the set objectives. All the questions which are
formulated should be linked with the studies in order to develop effective outcomes. The major
research questions are evaluated as:
Q1 To evaluate the elements of Quality Management aspects?
Q2 To access role of productivity in enhancing organisation Performances?
Q3 To ascertain the impact of Quality Tools on developing Costa Coffee performances
ta market places?
Q4 To recommend various ways through which firms can achieve competitive gains at
market areas?
1.5 Appropriate action plan and procedures
In order to achieve all workings by the researcher there should be plans and policies
formulated in related with the time which which will be required in order to carry out all the
business activities in right directions, the cost of operations in order to achieve the desired
business aims and objectives. In order to design budgets and allocate time the investigator had to
follow the desired plans of actions which is evaluated as:
2

Formulating aims and objectives : This is the first and the most important factor in
which the researcher will design aims and objectives according to which the overall research will
be carried out. The time required to formulate objectives are 3 days.
Research methodologies : In this factor the investigator have to select the best and
appropriate methods which are useful for the research and it will take 2 days.
Literature review : This is also an important part where the secondary methods are used
for collecting data from various studies of authors, newspaper journals and magazines. This will
take approximately 3 to 4 days.
Data collection Data analysation : In this section data is gathered by taking feedback
from customers and this will take 3 days.
Conclusion and Recommendation : After analysing the data conclusion is formulated
by the investigator in order to complete the research activities effectively. Recommendation is
developed for making further changes so that firms can achieve success in their operations.
Submission of final report : This is the last step in which the reports are submitted in 1
day.
3

4

CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
The is the most important part of research work and plans are developed in order to
perform all business activities in right directions. The data which are collected by research
persons are based on the secondary methods of data collection. This is an important factors
because if the informations are relevant then they will achieve effective results for all research
activities thus attaining growth and success in their operations.
2.1 To evaluate the elements of Quality Management
According to views of Baird and Reeve, (2011) it is stated that Customer focused are the
most vital elements which are linked with quality factors as these are the sole authorities who are
ensuring the quality level at work places. Costa Coffee are providing training to all their
employees in order to make their customer satisfied, all the manufacturing process are upgraded
according to advanced technologies and the customers are analysing by their own perceptions
that the products which are offered by firms contains quality or not.
From the opinion of Naveed, (2011) it is reflected that there should be participation of all
employees at work place in order to achieve all the goals which are assigned to them in
systematic ways. There should be effective participation of all employees in order to enhance
productivity factors of firms and there will be development of positive environment at business
places where all people will be executing their working with coordination. If there is high
performance working then it result in successfully achieving all goals and set targets.
According to the study of Epstein and Buhovac, (2014) it is justified that the main
element of quality management is related with making continuous improvements in their
products by developing innovative ideas in order to achieve strong competitive advantages at
market places and they should fulfil all the expectation of their stakeholders who are involved in
business operations.
2.2 Accessing role of productivity in enhancing organisation Performances
According to views of Goetsch and Davis, (2014) it can be stated that productivity plays
a vital role in order to enhance performance of organisations if the employees are executing their
working by using their skills and capabilities then it result in achieving all their goals in desired
time frames. Managers should develop plans in order to analyse the problems which are faced by
employees so that measures can be adopted in order to resolve them and they will not face
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difficulties while completing their business operations. If employees are executing their business
operations happily then it results in enhancing productivity factors and this in turn helps in
establishing their strong images at market places. The customers will be attracted towards the
products if the performances of firms are effective and they are able to achieve growth and
success in their operations.
According to studies of Gunday, (2011) it is determined that if the firms are focusing on
quality aspects then it results in achieving loyal customers who will be using their products and
services thus sales and profitability ratios of firm will be greatly enhanced. Quality plays an
important role in order to develop strong images of products at market places this helps in
achieving competitive gains thus their sales and profitability factors will be greatly enhanced.
2.3 Impact of Quality Tools on developing Costa Coffee performances at market places
According to Parast, (2011) it is identified that quality tools should be established by
each business organisations as they are helpful in order to enhance performance of business so
they will establish strong images at market place. Quality is valuable factor as customers who
will be consuming their goods will be mainly focusing quality rather then their prices and then
they will make comparison with the products of other business. Quality factors results in
establishing strong images at market places thus performances of business will be greatly
enhanced and they will achieve all their assigned target in the desired times will have been
allotted to them. In this age of competition each business is focusing on developing high
performances at market places in order to earn higher profits by which they will achieve growth
and success in their overall business operations.
2.4 Recommendations by which firms can achieve competitive gains at market areas
Each business have their desires in order to develop their strong positions at market in
order to enhance their sales ratios and earn higher profits. If the firms are focusing on quality
factors then it helps in satisfying all their customers and establishing their strong images at
market places. There should be plans developed by higher authorities according to which
employees had to carry out their business operations this results in systematic executing their
working in right directions thus firms will attain growth and success in their overall business
operations.
There should be research activities organised in order to analyse the trends which are
followed at market places in order to manufacture goods according to needs of customers and
6

satisfy them. If firms achieve success in gaining satisfied customers then it result in enhancing
overall profitability ratios and they will achieve competitive gains thus making difference in their
products while making comparison with the rivalry firms. There should be feedback taken from
the customers about their products and their reviews should be considered because their opinions
are helpful in order to make changes thus achieving competitive gains at market places and
earning high profitability ratios.
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CHAPTER 3:
RESEARCH METHODOLOGY
These are the important parts of research which are linked with making plans in order to
carry out all the activities of business in right directions. This is vital factors by which business
can easily achieve all their assigned goals and objectives in right times. There are different
factors which are related with methodologies are evaluated below as:
3.1 Type of investigation
In this aspects planning is done in order to execute all the activities in right ways thus
achieving growth and success for firms. The research are based on two aspects which are
qualitative and quantitative by nature and these are most effective tools in order to collect right
informations. The current research is based on qualitative aspects in order to collect useful
informations which are valuable in order to carry out research in effective ways.
3.2 Research Design
Designing are related with blueprints which are formulated by company according to
which they will execute all their business operations. The major types of research designing are
exploratory, descriptive and experimental research design and these are used in order to execute
all activities in effective and planned ways thus gaining success in their operations. In present
research qualitative designs are implemented as these are the best tools which are used for doing
effective works. It results in generating valuable informations which are useful for business.
3.3 Research Philosophy
This is an important factor in order to All the important informations are gathered and
analysed by considering all the views which are granted by authors. The main philosophies are
interpretivism and positivism and the best among both of them are interpretivism as these are
used in to generate correct data which are used for research activities. In the present research the
same philosophy are used by investigator in order to achieve success in their business operations.
3.4 Research Approach
The two types of approaches which are commonly used are deductive and inductive
approach. The current research are based on inductive approaches as these are used in order to
reach at those results which are effective in order to achieve all the objectives because the data
which have been gathered are based on qualitative prospect.
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3.5 Data Sampling
This is most vital factors which are used to find out the actual respondents among the
total number of populations. There are two techniques used and these are probabilistic and non
probabilistic sampling. The major component of probabilistic sampling are purposive sampling
and these have been used fro the present research as these are vital factors by which firms can
easily gain right customers from the total number of people all around. In this research 15
customers are used who are providing services to customers at Costa Coffee and also similar
respondents who are using their offered services.
3.7 Ethical consideration
This factor is related with developing plans and policies by which issues can be easily
resolved in desired time thus satisfying all employees and they will effectively carry out all their
operations. The major issue is that the time which have been allotted to researcher in order to
complete their operations were not effective as only time durations of 20 days was allotted to
them and they were not able to achieve accurate data in this time duration. The researcher were
not having enough money to analyse all the aspects which are important for executing activities
of research in right directions.
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CHAPTER 4: DATA ANALYSIS
Data Analysis are useful tool in order to measure the accurate and important data who
have been gathered by investigators in order to achieve effective results which are useful for
performing business operations. In this parts questions are prepared and these are filled by
respondents in order to know the performance of business.
Data Analysis
Data Analysis
QUESTIONNAIRE
Q1 What are the elements of Quality management which are used by
Costa coffee?
Frequency
 Customer Focus 5
 Employee Participation 8 Continuous Improvement 2
Q2 Does quality products offered by firms are valuable in order to
gain customers attentions?
Frequency
 Agree 12 Disagree 3
Q3 What types of products are offered by Costa Coffee? Frequency
 Coffee 8
 Ice drinks 2
 sandwiches 3 Tea 2
Q4 Quality are valuable factors in order to enhance organisation
performances at market places?
Frequency
 Yes 13
 No 2
10

Q5) What the major benefits of using quality products by Costa
Coffee?
Frequency
 High Customers 6
 Maximising profitability factors 6 Enhancing sales ratio 3
Q6 Which products of firms are more profitable? Frequency
 Coffee 14 Sandwich 1
Q7 What type of marketing strategies are used by Costa Coffee in
order to gain competitive gains?
Frequency
 Cost Leadership 8
 Differential focus 5
 Market Penetration 2
Q8 What types of media are used for giving advertisements? Frequency
 Newspapers 5
 Internet 8
 Online websites 2
Q9 Are you satisfied with the products and services which are
offered by firms?
Frequency
 Yes 12
 No 3
Q10 What rating would you like to give to the services which are
offered by firms?
Frequency
 1 star 5
11

 2 star 3
 3 star 6
 4 star 1
Q11 What age group of people are mostly using the services? Frequency
 10 to 18 8
 18 to 25 6
 25 and above 1
Q12 Recommendations in order to achieve growth and success for
firms?
Theme 1: The elements of Quality management which are used by Costa coffee
12
Customer Focus
Employee Participation
Continuous Improvement
0
1
2
3
4
5
6
7
8
5
8
2
Column B

Interpretation: From the above pie chart it is reflected that there is higher employee
participation in decision making process as 8 out of 5 respondents were in favour of this and 5
said they were only focusing on customers and 2 said that there were continuous improvement in
process.
13

Theme 2: Quality products offered by firms are valuable in order to gain customers attentions?
Interpretation: From the above pie chart it is evaluated that Costa Coffee were offering quality
products to all their clients in order to develop their strong positions at market places as 12 out of
15 respondents were in favour and 3 were against this factor.
14
Agree Disagree
0
2
4
6
8
10
12
12
3
Column B

Theme 3: Products which are offered by Costa Coffee?
Interpretation: From the above graph it is analysed that there were variety of products which
firms were offering like coffee as 8 out of 15 were in favour, 2 said that they were dealing in tea
and ice drinks and 3 said that they were offering sandwiches.
15
Coffee Ice drinks sandwiches Tea
0
1
2
3
4
5
6
7
8
8
2
3
2
Column B

Theme 4: Quality are valuable factors in order to enhance organisation performances at market
places?
Interpretation: From the above pie it is concluded that quality were important aspects in order to
enhance organisation performance as 13 respondents were in favour of this concept and 2 were
not in favour of this aspect.
16
Yes No
0
2
4
6
8
10
12
14
13
2
Column B

Theme 5: The major benefits of using quality products by Costa Coffee?
Interpretation: From the above pie it is concluded that the benefits of quality factors are related
with customers footfalls as they were enhancing their overall sales and profitability ratios and 3
said these factors were enhancing their sales ratios.
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High Customers
Maximising profitability factors
Enhancing sales ratio
0
1
2
3
4
5
6
Column B

Theme 6: Products offered by firms that are more profitable?
Interpretation: From the above pie it is reflected that the firms were earning high profits
from selling coffee as 14 out of 15 respondents were in favour of this aspects.
18
Coffee Sandwich
0
2
4
6
8
10
12
14
14
1
Column B

Theme 7: What type of marketing strategies are used by Costa Coffee in order to gain
competitive gains?
Interpretation: From the above graph it is concluded that the best marketing strategies
which are adopted by firms are cost leadership styles as 8 out of 15 respondents are in favour of
this and 5 said they were using differential strategies and 2 said they were using market
penetration strategies.
19
Cost Leadership Differential focus Market Penetration
0
1
2
3
4
5
6
7
8
8
5
2
Column B

Theme 8: What types of media are used for giving advertisements?
Interpretation: From the above pie it is stated that the best media which were used by firm
in order to give advertisements are internet as 8 out of 15 respondents were using this and 5 said
they were giving advertisements in newspapers and 2 said that online websites were more
effective.
20
Newspapers Internet Online websites
0
1
2
3
4
5
6
7
8
5
8
2
Column B

Theme 9: Satisfaction level with the products and services which are offered by firms?
Interpretation: The above pie states that 12 out of 15 respondents were satisfied with the products
that were offered by firms and 3 were not satisfied.
21
Yes No
0
2
4
6
8
10
12
12
3
Column B

Theme 10: Rating would you like to give to the services which are offered by firms?
Interpretation: From the above pie it is concluded that 6 out of 15 respondents gave 3 star ratings,
5 gave 1 star ratings, 3 gave 2 star and only 1 respondent gave 4 star.
22
1 star 2 star 3 star 4 star
0
1
2
3
4
5
6
5
3
6
1
Column B

Theme 11: Age group of people are mostly using the services?
Interpretation: From the above graph it is stated that mostly the people of 10 to 18 years
were consuming their products accordingly as 8 out of 15 respondents were in favour of this and
6 said that 18 to 25 were less consuming their products.
23
10 to 18 18 to 25 25 and above
0
1
2
3
4
5
6
7
8
8
6
1
Column B

CHAPTER 5: CONCLUSION AND RECOMMENDATION
5.1 Recommendations
The organisation should mainly focusing on providing high quality coffee products to
their customers in order to enhance work productivity so they will earn higher profitability thus
attending growth and success in their business operations. They should adopt quality measures at
work places in order to satisfy all their customers thus enhancing their overall sales volume. The
data which is collected should be reliable and accurate and there should be enough time given to
researcher in order to successfully carry out all their activities which are related with research.
Costa Coffee should deliver quality coffee products to all their customers as it is an important
factor which helps in gaining loyal and satisfied customers who will enhance their overall profit
volumes. There should be various schemes launched by firms in order to gain attention of
customers who will consume their coffee thus maximising their sales and profit ratios.
5.2 Conclusion
From the above report it has been concluded that firms should adopt effective measures
in order to make improvements in their products and they should also focus on quality aspects in
order to satisfy all their customers thus attending higher profitability. There should be tools used
for enhancing quality like continuous improvements in order to analyse all the factors and then
implement changes which are beneficial for firms. If firms are focusing on Quality aspects then it
results in retaining satisfied and loyal customers who will maximise their overall profitability
ratios. Quality plays an important role in order to achieve competitive advantages at market
places thus enhancing their overall sales volume and customers will not consume the products
from other rivalry firms which are available at market places.
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