Any organization is defined according to the leadership it has. This is because it is the leaders who make the organization (Bradley et al., 2003). The success and achievement of organization sit squarely on the leaders since they give direction, motivate and guide the employees on the desired vision of the organization (HRSA, 2015).
I had the opportunity to work as intern one of the hotels here in the city during the holiday. The hotel was going through a rough time in attracting customers. Through the assessment of the hotel performance and general operations of the hotel, it was found that the quality of the services was wanting. Thus, there was need to improve the quality of the services and the products (foods). Thus, the main role of the senior management at the hotel was to come up with the guidelines on how to improve the services. The senior management communicated to the junior employees on the need to change, the transformation which the hotel would go through and what was expected of the employees (HRSA, 2015). However, some employees feared that they were going to lose their source of income but the management assured them their jobs were safe. Employees who were not competent on the new changes introduced to improve the quality of the services rendered by the hotel were given training to improve their skills (Bradley et al., 2003). The management also made sure the resources needed to improve the quality were available.
The specific roles of senior management in large-scale strategic quality programs is to provide the necessary resources needed to improve the quality; provide counseling when employees fear change; solve conflicts which rise due to introductions of new strategies to improve quality; be the role model and be in a position to make sound decisions (HRSA, 2015). The firm’s management must adopt these roles if they want the strategies introduced to be successful. Failure to adopt, there would be chaos in the organization since the employees may lack resources to carry out their mandate. If the senior managements fails to address the needs of the employees, the employees may resolve to strike or go slow until their concerns and needs are addressed. In forming the metrics to monitor and communicate the performance, the management both senior and middle should come up with short term and long terms goal/targets they want to achieve in a specific duration (HRSA, 2015). These milestones set would act as guide in assessing the performance.
Bradley, E. H., Holmboe, E. S., Mattera, J. A., Roumanis, S. A., Radford, M. J., & Krumholz, H. M. (2003). The Roles of Senior Mangagement in Quality Improvement Efforts: What Are the Key Components?. Journal of Healthcare Management, 48(1), 15-29.
HRSA. (2015). Quality Improvement. Retrieved from http://www.hrsa.gov/quality/toolbox/methodology/qualityimprovement/part2.html