SHQM37 Organising Health Care


The following are the requirements for a report:

1) Discuss Syed’s responsibilities and roles (as the new Healthcare manager) in maintaining Rosewood Centre’s quality.

2) Perform a SWOT analysis on Rosewood.

2) Using your SWOT analysis, propose two changes that should be made to the service.

Explain how Syed should implement these changes using a relevant theory of change management.



Successful managers make quality management a top priority.

Quality service can only be provided by a company that is able to satisfy customers. This is essential for any organisation looking to maintain a competitive edge in the market.

If key issues are not identified properly, quality management can be difficult. In this situation, the manager plays a crucial role in improving the service provided by the organisation.

Rosewood Play Centre is facing key issues such as staff turnover, leadership issues, casual behavior and training and development.

These issues should be assessed by the Manager to improve the organisation’s overall service (Hitt and colleagues, 2012).

Managers must be able to manage change effectively. This will ensure that changes are implemented correctly and monitored.

This study will focus on the key elements of quality and management of change through an effective internal analysis of the organization. It will also provide a strategy to improve the overall service delivery of the company.

Task 1: Roles and Responsibilities of Syed as The Healthcare Manager

Syed, the newly appointed healthcare manager, must first implement quality.

The quality of the healthcare and social care organizations is a very important aspect. Managers will need to be open about how they manage the organisation.

Syed is aware of the problems in the organization and has a number of important roles and responsibilities.

Rosewood Play Centre’s ultimate goal is to provide the best services for children and allow parents to get away from the daily worry of caring for their children. This can be difficult because of their strict official obligations.

Syed, the play centre’s healthcare manager, must streamline operations to ensure that the organization provides quality service (Slack 2015).

The manager must ensure that children with special needs receive special attention. Quality management is a view from the health and social care perspective.

Syed, the manager, must consider the needs and wants and provide services that are consumer-focused. (Swayne and al. 2012).

It is essential that the healthcare manager continuously evaluates the effectiveness of the services provided.

Healthcare managers will ensure that all levels of the organization work together to achieve the best results.

Syed, as a manager, is responsible for analyzing the activities of employees and identifying the issues that affect growth and development of the company (Peteraf and al. 2014).

You could say that many Play Centers in the area have their own policies and regulations. Syed should develop an operational strategy to help him comply with these laws and regulations. He also needs to implement key tools and techniques to ensure the highest quality services.

Syed, as the Healthcare Manager, should place quality at the forefront. He should use Control Charts and Check Sheets to ensure that employees follow these guidelines. This would allow for effective benchmarking of service options (Hill and al. 2014).

Syed is committed to providing the best possible services to children with special needs. Therefore, it is imperative that he shows his managerial skills and examines the efforts of employees.

Syed is the manager of Rosewood Play Centre and must ensure that the organization can provide quality services for children with special needs.

After joining the healthcare management team, Syed may have already analyzed the business and identified a number of problems that are hindering the provision of quality services. It is therefore important for Syed to make an intervention and fix the problem.

Syed should be focusing on the implementation of a quality system within the organisation, with the assistance of a few key elements that have been missing from the organisation’s operations.

Syed should ensure that the eight elements of quality are implemented in the organization: integrity, trust and training and development, leadership and teamwork, communication, respect and recognition, and leadership.

These elements are vital for the organization at the moment (Eden & Ackermann 2013, 2013).

As it has been established, the leadership of the organisation isn’t effective and is often autocratic. This means that communication between the team leader (and the employees) isn’t very frequent. This can lead to a communication gap which affects the implementation of plans or strategies.

The leadership aspect of an organisation is vital at this time because it will facilitate communication among employees and help them to communicate the various goals and objectives.

Communication is vital to improve. A participative leadership style would enable better communication between employees, which would lead to better understanding and provide better services for children.

It is important to understand the needs and wants of the consumer and show compassion (Goetsch & Davis, 2014).

Syed, as the healthcare manager, should work to establish a better communication structure through morning team sessions and recess. This would allow him to communicate his day-to-day objectives and allocate tasks and jobs effectively. This would improve business operations and provide high quality services for the children.

Syed should be focusing on effective training and development programs for employees within the organization. This will ensure that employees perform well and put more effort into their work.

Syed should be able, through training, to communicate the importance of integrity and ethics to the employees. This will increase honesty and value in the workplace and, in turn, Rosewood Play Center will be better able to encourage ethical behavior and improve performance (Simons 2013, 2013).

Syed, as the healthcare manager, must oversee all activities within the organization and monitor them constantly. This would allow him to give feedback on tools and techniques to improve quality and increase customer loyalty, which is crucial for long-term growth and development of the company (Mullins and al., 2012).

Task 2: Rosewood Play Center SWOT Analysis

SWOT analysis helps to understand Rosewood Play Center’s internal and external environments.

SWOT stands for Strengths and Weaknesses, Opportunities, and Threats. This analysis helps identify the strengths of an organization and then develop strategies to improve them. It also helps understand the potential threats and recognize the opportunities.

Below is a SWOT analysis for Rosewood.

Strengths: Rosewood has a large space that can be used as a play area, which is very beneficial for children with special needs.

Rosewood has the ability to plan and develop its business effectively with this large space.

Rosewood’s main strength is its ability to be more affordable than other local businesses (Grant 2016, 2016).

Weaknesses – The company is relatively new to the market, and therefore has less market knowledge. This has had an impact on its business planning.

Effective business planning is essential for an organisation in order to be able manage its business and make profits.

Man management is another major weakness of an organisation.

The organisation’s man management is weak and there is high staff turnover.

This must be addressed so that the organisation can allocate its resources correctly and use them in the most efficient manner possible (Schneider & Spieth 2013, 2013).

Poor research and development are another reason for stagnant growth and development. Rosewood’s upper management will need to work harder on its research and developmental capabilities.

Bad leadership is another weakness. This means that decisions are not made in the most effective way for the organisation, leaving it behind in the race for competitive advantage.

Poor service monitoring is another problem that affects the organisation’s ability to provide services (van Wijngaarden and al., 2012).

Opportunities: The company Rosewood has seen an increase in interest from parents to enroll their children at the after-school play center. This is a key opportunity.

Rosewood has received a better response from the local market because of its online presence.

The organisation should be able to use new technology and create better communication plans with children with special disabilities.

There is huge potential for expansion in other areas of the country, as play schools designed for children with special needs are becoming more common (Mastropieri & Scruggs 2012).

Threats: The key threat is the constant increase in competition.

Market turmoil has also been caused by changes in government regulations.

The organisation has been faced with many choices from consumers, which has led to a decline in market share. In addition, the lack of capital implementation has become a major problem.

If these aspects are not managed properly, they could have a negative impact on the business (Spodek & Saracho 2014).

Task 3: Implementing Changes in The Organizational Operation At Rosewood

As a healthcare manager, Syed must address a number of key issues. However, he should first analyse the SWOT analysis and determine the areas that need to be improved.

Based on the provided information, it is possible to say that children could be exposed more effectively to service provision. This is not the case at the moment.

The SWOT analysis revealed that the organisation’s main weakness is its inability to provide effective services for children. This means that the current service provision process is ineffective.

Children could be offered snacks and drinks, but this is not possible due to the ineffective service strategy.

Syed should be able to understand the needs and wants the children, which will help improve the service provided.

The first step in improving the quality of services provided is to modify the service delivery strategy.

Care that is not possible to apply at the moment because of poor decision-making and lack of employee involvement should be the main focus.

The SWOT test’s “weakness” section also revealed that leadership is autocratic. This affects overall decision-making in the organisation. Syed should therefore make sure there are changes in the way leadership is managed. (Burke 2013, Burke).

Every organisation must manage change to achieve the best results.

The transformation of an organisational operation to improve the long-term performance of the organization could be called change.

If not managed properly, change management can become a difficult aspect for managers. Syed must be strategic in order to improve service delivery and implement leadership changes within Rosewood Play Center.

Organizations can use a variety of change management strategies to increase their market share.

These theories are essential for implementing change. They also allow organisations to effectively manage change within their organisation, which allows them to be competitive in the market (Cameron & Green, 2015).

McKinsey’s 7s Model for Change Management is a well-known strategy that has been used by many organizations to help them identify the areas to be improved.

McKinsey’s 7s Model outlines key elements that must be well managed by managers in order to successfully implement change.

Syed must communicate the shared values between employees.

Effective care provision is the share value of all employees. This would allow them to evaluate all possible options for improving service delivery.

The healthcare manager must encourage employees to think ethically. This will help motivate them.

Strategy: It is important to change the strategy for service provision, especially when it comes to the implementation of elements of total quality management.

Communication is key to identifying loopholes and changing service delivery.

Every level of employees should be involved in the strategy. Effective communication frameworks will make service delivery more efficient (Daft 2012).

Structure: Syed should work with the healthcare manager to improve the organization’s reporting structure and make it more transparent.

The leadership style was initially autocratic, which had an impact on the organization’s decision-making. However, a change in leadership will greatly improve communication and service planning effectiveness.

Systems: This system must be modified. The manager will be in touch with clients to improve the information system and integrate a better technology system into the organization.

Style: The organisation’s style will change to participative. This would break down the ice between the employee levels and allow everyone to work towards the common objective (Goetsch & Davis, 2014).

Staff: Although staff are motivated within the organization, it is important that the healthcare manager changes their approach to work in order to achieve better results.

Syed must implement Total Quality Management, where staffs understand the importance of quality at all levels of the organization. This will help improve service delivery.

Skills: Although employees are highly motivated and have a lot of experience, it is vital that the company continually trains and develops employees to improve their skills.

Every employee will benefit from Makaton training. This will allow them to improve their performance and to understand the importance and how to deliver the best service possible (Mitchell 2013, 2013).

The Healthcare Manager will use Lewin’s Change Management Model to address the leadership issue.

The model supports leadership change by having three stages.

Unfreeze: Employees will resist change in this stage. They will need to accept more responsibilities, which is not something they want to do.

The manager must channel the employee’s motivation by communicating effectively and asking for their support (Daft 2012).

Transition: Participative change is introduced. This makes employees more important than ever.

Employees realize their value and will support the company by providing valuable insights that can improve service provision.

This helps improve service provision and care for children with special needs.

Refreeze: Employees become more flexible after the implementation of new guidelines. They communicate the problems and solutions to the operations and work together to solve them. This facilitates total quality management and allows employees to refreeze as they operate under new rules (Mitchell 2013,).


The study concluded that Syed would need to focus more on improving the service and care received by the organisation, which will help increase its profitability.

Syed’s focus is on total quality management, which includes aspects such as ethics, integrity and honesty.

It has a lot of space and assets for children with special requirements. The organisation’s pricing strategy is also well-designed, which will help it in the long term.

The company’s weaknesses in care provision and decision-making have been addressed by the organization through the use of McKinsey 7s Model and Lewin’s Change Model. These models would improve service delivery and help increase profitability and market competitive advantage.

It could therefore be said that this study was able to effectively cover all key aspects.

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