Total Quality Management, Customer services and Staff Turnover in Childcare Centres Dublin

Acosta Jimenez, Esther Abigail (2023) Total Quality Management, Customer services and Staff Turnover in Childcare Centres Dublin. Masters thesis, Dublin, National College of Ireland.

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Abstract

Parents have a significant duty when choosing a childcare facility—they have a big responsibility to choose a childcare facility that lives up to the standards they have for their children. However, some elements may compromise the reputation of quality of service offered these facilities, such as organisational climate, staff turnover, and qualified employees. This study aims to determine how parents perceive high staff turnover; and how it affects the quality of services provided to their children. The research study was created using a mixed quantitative and qualitative data-gathering approach based on the pragmatic technique. In this study, 59 people were included in the sample, including 31 parents and 28 workers from Dublin's childcare centres. The findings indicated some parental dissatisfaction because they desired qualified staff. Language hurdles could arise due to inadequate communication between parents, employees, and children. Similar issues, like poor management and staff communication, make parents uncomfortable. Children spend more time in childcare facilities and form strong bonds with staff members, making early childhood education essential for their development and future. It needs to improve effective communication between the staff, administration, and parents, which can lead to disputes over the level of service that customers have chosen. This might lead to an improvement in the quality of Service offered in childcare centres.

Item Type:	Thesis (Masters)
Supervisors:	Name Email Lasek Markey, Marta UNSPECIFIED
Uncontrolled Keywords:	Organisational climate; Staff turnover; Qualified staff; Communication; Bad management; Work environment
Subjects:	H Social Sciences > HF Commerce > Customer Service L Education > LB Theory and practice of education > Early childhood education H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Organisational Behaviour > Organisational Culture H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Staff Turnover H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Total Quality Management
Divisions:	School of Business > Master of Science in Management
Depositing User:	Tamara Malone
Date Deposited:	01 Aug 2024 10:13
Last Modified:	01 Aug 2024 10:13
URI:	https://norma.ncirl.ie/id/eprint/7008

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