Evaluation of Leadership Theories Free Essay Example, 5500 words

The illustration of behavioural theory provides very little guidance regarding different attributes of effective leadership as per changes in organisational situations. According to current research reports, managers under different circumstances require various leadership styles to bring success in organisational activities. Hence, the contingency leadership theory has been evaluated to indicate that different leadership styles need to be used as contingent upon various factors such as internal situations, environmental variables, organisational tasks and different values of people (Brent and Dent, 2010). It can be said that the theory of contingency leadership is a continuation of behavioural leadership process that is focused on the view that there is no best way to lead subordinates or make a decision in any organisation (Shin, et al. , 2011; Fiedler, 1964). A number of researchers have contributed different views by supporting or contradicting the core perspective of contingenc y leadership theory (Fiedler, 2006). The contingency model of Fred Edward Fiedler has demonstrated a supportive view of the core theory of contingency leadership. The author has detailed that the requirement of different leadership style is totally dependent on the variation of work situations. We will write a custom essay sample on Evaluation of Leadership Theories or any topic specifically for you Only $17.96 $11.86/page

The View Of Health Care Systems - 1452 Words

Discussion and Conclusion My study illuminates the need to reconceptualise the notion of health care systems in Ghana. The dual approach of conceptualizing the Ghanaian health care system ignores realities on the ground. The dual approach as oppose to the triple-systems approach, downplays the essence of self-care as a health care seeking option for many Ghanaians (). Findings of this study reveals a prevalence use of self-care are health management option for most of the informants. Self-care as a treatment option involves the use of both biomedical and indigenous medical resources. Although self-care is mostly employed for acute health conditions, it is also employed in the management of chronic ailment. In the latter case, the person or†¦show more content†¦Dalinjong and Laar (2012), observed their study the NHIS promoted access to biomedical care services for insured residents in their study areas. This observation is further corroborated by Tawiah et al., (2016) who attribute improved access for insured persons to the reduced financial burden of seeking professional biomedical care. Contrarily, such financial cushion for professional care is not available for professional indigenous care which is increasingly becoming market-oriented or commercialised. Invariably patrons of this form of care mainly resort to direct out-of-pocket payments. Findings of this study shows that the financial burden associated with seeking professional indigenous care is a major deterrent for most informants interviewed. This finding challenges the belief that indigenous medicine in Ghana are easily accessible and affordable (Gyasi et al. 2011; Ae-Ngibise et al. 2010; Nsereko et al. 2011; Renckens and Dorlo 2013) compared to biomedicine. Thus, the notion of affordability of indigenous medicine needs be critically re-examined in the context of the level of usage and the disease or health condition under consideration. The use of the triple health care system model as employed in this study helps different the levels of usage for biomedical and indigenous remedies, hence distinguishing between professional andShow MoreRelatedHow Do People View The Health Care System? Essay1251 Words   |  6 PagesSummary How do people view the health care system in practice? Where does the failure of inadequate care lie in the hands of the individual or the health care provider? Laurie Abraham explores this topic in Mama Might Be Better Off Dead to discuss where health care fails within an urban area of the United States. Following the Banes family over three years, Abraham’s ethnography delves into the intricate system of health care the Banes family navigates (Abraham, ). 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Views about justice as a need will depend on the greatest needs to have highRead MoreSample Resume : Pharmacy Practice Management Systems767 Words   |  4 PagesVision ï‚ § Shared Health Records ï‚ § Personal Health Portal (PHP) ï‚ § e-Prescribing in th Pharmaceutical Information System (PIS) ï‚ § Laboratory Integration/Normalization ï‚ § Cross Enterprise Document Sharing (XDS) ï‚ § e-Referral ï‚ § Pharmacy Practice Management Systems Mission To support the complete clinical and family care team to provide a high quality care with reducing cost, and ensuring timely interventions by its highly approachable application such as EHRs (Electronic Health Record system) Values ï‚ §Read MoreEssay about Healthcare System in Turmoil1449 Words   |  6 PagesHealth Care System in Turmoil The current health care system in the United States is in turmoil for many years because of two major problems which continues to be: patient access to care and the cost of care. 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It is alsoRead MoreThe Effects Of Market Driven Health Care System930 Words   |  4 Pagesin the health care system but rather bring great benefits to the American consumer. Many have the believed that health care is inherently different from other industries and cannot operate in a normal market. Most people are of the view that government regulations however substandard it maybe, seems better than a dysfunctional marketplace to allocate resources ineffectively. It is prudent that the health care system become market driven, this is because free market will make the health care system

In Cold Blood †Creativev Writing Free Essays

I was standing in one of New York’s vast parks, last nights cold apparent from the white frost that lightly covered the normally green grass. My next victim stood ahead of me, silhouetted by the low, early morning, autumn sun. I made sure that I traced his steps, placing my shoes in the imprints made by his in the grass. We will write a custom essay sample on In Cold Blood – Creativev Writing or any similar topic only for you Order Now This meant that I didn’t leave my own footprints and that I also did not crunch the frozen dew on the grass, making my approach that little bit more stealthy. I was yards from him when I reached inside my black Armani raincoat, my hand grasping the gun, placed inside the holster wrapped around my shoulder, the harsh coldness of its metal handle not felt through my black leather gloves. I quickly withdrew the weapon and, with practised ease, took a fix on my target. He was much smaller than me, although most people were, and I could see the wisps of his clouded breath, fogged by the early morning chill, rising up above him. I had to aim slightly downwards to get a fix on the base of his skull. This point would kill the man instantly. I didn’t realise until I slowly released it, but I had been holding my breath. I applied minimal pressure to the small piece of metal that would start the chain reaction soon to follow. The ‘phut’ of the bullet leaving the barrel of the gun was hardly heard, quietened by the silencer screwed into the end of the device. Only the birds seemed to pick up on this sound as they all flocked from their morning resting grounds of a large oak tree nearby. The bullet hit the man at the point where the neck and skull met and his body and, although only momentarily, went taut; almost as if he had been expecting such a thing. His body then swiftly slumped to the ground, his life draining quickly from the new orifice in the back of his head. Blood oozed from the fresh, smoking wound and left deep, crimson stains on the ground, the white frost a great contrast to it. A bee busied itself amongst the wild flowers beside me, its monotonous drone, a testament to the normality of the day. Ahead of it, birds dodged between the trees, almost chasing each other in some game that only winged creatures could play. Above me, an aeroplane, carrying it’s passengers to a paradise destination no doubt, carried on regardless. How could the day take no note to the act of violence that had been perpetrated; how could this vicious act not taint the air itself? Funny as it may seem, after delivering death upon this man, I myself considered life. As I stood in the beauty of the park, the many different colours of the leaves as they died and fell from the tree staining on my mind, I wondered, for what reason was I placed upon this Earth? What was the point of life? Was it cyclical? Is there such a thing as reincarnation? Would this dead man get his second chance†¦Ã¢â‚¬ ¦. would I? Maybe I would be given the opportunity to seek my redemption, to ask for the forgiveness that I hardly deserved, to repent my past indiscretions. If I could, would that not mean that I would spend my life paying for the awful things done in my past lives? Repaying the debt to society that I have amassed in a different time? The answer was no! I would repent my sins in this life, not having another chance, just now. I always had the feeling that my past would catch up and haunt me. I was, however, totally oblivious to just how close this time was. So what was this past that would catch up with me? I’m not going to blame my childhood for the life I now led. I grew up in Brooklyn, a poor black boy in the heart of the gang run ghetto. My mother died when I was very young, and the only memory I have, the only reason I knew that she existed, was that life was once good. After she died, my father grew distant, telling me that I was too much of a resemblance of my mother. I was an only child so had no brothers or sisters to turn to for help. Soon after this time, when I was about 7, my father would invite his ‘friends’ around, they would give him things, beer, money, anything that he wanted at the time, and he would give theme. I was abused mentally, physically and sexually and my father sat back and let it occur while he gained everything and I lost my innocence and my childhood. He sold me as a possession, rented me to anyone willing to pay. This happened many times over the years- too many to count, too many to remember, too many that I could remember- until I finally ran away. I turned to killing to support myself, not because I was forced to or because of the things that had happened to me, but because I chose to. The first person I ever killed was the first man that ever laid his filthy hands on me. I can remember that day like it only happened seconds ago, I made sure that I remembered it. He was walking home, it was late at night and I seem to always remember the smell of him. Even now, to this day, the smell of whisky turns me sick. I will save you the details of exactly what I did to him but when they found him in the morning, they needed to use his dental records to discover his identity. I was only seventeen years old. I almost love that night, remember that I enjoyed that moment so much, drew it out for almost two hours, torturing and humiliating him, before finally putting him out of his misery. But why did I put him out of his misery? Did he show me the same compassion? It was, I realised, because I was ashamed of myself, what I had done to a human being. I was twenty-two when I received the news of my fathers death and had made a relatively good life for myself. Despite all the things he had done to me, I cried when I was told. To this day I’m still unaware of the reason I cried. Maybe it was relief or maybe it was grief of losing my father. But back to now, this time, back to the park where another cadaver lay, felled by my hands. I was not killing nowadays for me, but for others. They would pay me to kill their tormentors. Many people would say that I was nothing more than a ‘hired killer’, but I saw myself as so much more. I would only except cases where I was killing a true fiend, although people would never know this. On the exterior, I was a successful stockbroker, rich in life, rich in money. However it was my shady interior that nobody knew about. The money I won in the stock market was used to supply my weapons. I made a killing in the stocks and through this, made a killing on the streets. I left the serene park behind me, walking at a quick enough pace to distance myself from it and yet slow enough to make it seem I was not. People walked by me on the streets and, when I reached the mail office, were happily holding doors open for me and wishing me a ‘nice day’. If only they knew of the horror I had just committed. In the mail office, I had my own personal mail box, owned by myself and under the name â€Å"Block and Wood enterprises†. This meant that I could receive information on future ‘hits’ without getting my own name or address involved. There was one letter in my box, I removed it, placed it in my pocket and left. My apartment building was not harsh or an eyesore to the skyline of New York. In fact, it seemed to make it better. It was a very tall structure, with large glass windows and a sprawling lobby which was decorated with white marble and gold-look metal. Each floor housed its own apartment. I owned the apartment on the top floor, the penthouse. It had sweeping views of the whole of New York City and possibly the best view of the Statue of Liberty in the whole of Manhattan. My keys slipped into the lock and turned with the ease I expected. I threw the door open and the comforting smell of ‘home’ greeted me. I placed my keys onto the small table in my hall, closed the door, hung up my raincoat and started towards the luxurious bathroom. The large living room stretched out ahead of me, my expensive furniture seemingly glowing due to the light in there. It was well lit due to many factors. Firstly I was so high up that hardly any other building could block the light, secondly, the sprawling glass windows spread around the apartment let in much light, often too much and so I had blinds installed to occasionally block the sun. I stopped suddenly, somehow aware of a presence in the apartment. My gun was swiftly out of the holster and, like I had many times before in other peoples houses, was stalking around, jumping around corners, hoping to catch the crook who was here. After a thorough search of my premises, I found nothing out of place, nothing stolen and no one in any of the rooms. I put it down to the recent hit I had performed and it was just the jitters or the ‘high’ I got from killing. I made my way back toward the bathroom and noticed that the front door was still open. Had I closed it when I walked in? I was sure I had. I then remembered the letter in my coat pocket. It must have been my imagination playing tricks on myself. I closed the door, grabbed the letter from my coat pocket, settled into my reclining leather chair and began to read. â€Å"Dear Mr Johnson† it read. People were always formal even though they knew they were writing to a killer. The letter went on to describe the man I was to kill, the manner in which they would like me to do it (I never did do any personal requests) and the time and place. People always seemed to assume that I was uneducated or dim because they always told me every detail, as if I wouldn’t research the hit myself. I decided to take this one on as the man to be killed was nothing short of scum. He had raped the woman asking for his death and had beaten her and stolen from her on many occasions. To make matters worse, it was her own uncle. I called the woman, from an untraceable safe cell phone, to tell her I would do the hit, not letting her say anything and hanging up as soon as I had finished. I finally had the chance to take a well deserved shower. It was a Sunday and I would not be working today. While in the shower, I thought of the new target I was to kill. Normally I didn’t take on a hit so quickly yet this man was too vile to keep on this Earth any longer. I would squash this cockroach in 3 days time. A smile crept across my face as I thought of eradicating another life that shouldn’t have been started at all. I slept that night, a dream filled slumber. My head was filled with memories, old and new, and some, I realise now, were thoughts of events that had not yet happened. Thoughts that would lead to my demise. It was mere hours before the job was to be done. I had followed the target for the past 2 days. His name was Attis Jones and he was, it seemed, a recluse. He lived in an old lighthouse that he had converted himself. His wife had left him many years before due to his alcoholism and his children had severed all contact with him soon after this. He drunk even more severely following this and even turned to drugs, a healthy lifestyle he was still continuing to this day. He was now only forty yet seemed much older. His white hair seemed that it hadn’t seen a pair of scissors in many years as it was down to his shoulders. It was thinning on the top of his head and seemed to abandoning him, just like everyone else in his life. I was in my car driving towards the coastline where his lighthouse was situated. I had already found a way around his poor security. The chain link fence was easily climbed and although he had a security camera pointing at the drive way to the lighthouse, it was simple to avoid. In any case, I was a careful man and so parked quite a distance from the lighthouse and walked the final mile or so. I had my trusty 9mm silenced baretta in its holster around my shoulder where it was always kept. However, today I brought my colt revolver also, just because it was a secluded area and I hardly ever had the pleasure of hearing the gunshot well. It was beginning to get dark by the time I had reached the lighthouse and there was a light rain starting to fall. As I approached the tall structure, a rather stereotypical lighthouse with its red and white patterned stripes going down its shaft, I noticed that the grounds were littered with many skeletons of cars that had been left to rust. The grounds themselves, surrounding the lighthouse seemed to be in a state of disrepair, weeds choking the last of the wild flowers growing around. I also noticed, for only the second time, a small jetty. It was secluded around the back of the structure and was very neglected. This time, however, the jetty had changed for now there was a boat at it. A figure stood hunched on the deck, pouring diesel into the engine’s fuel hatch. The rain, now heavier, fell on its bare skull, onto the white hair that plastered its face and shoulders, onto its black coat and black leather boots. He must have sensed me approaching for he looked up, a smile slowly spreading across his face. He was, I guessed, about 6 feet tall, with long, white, tapering fingers and pale, elongated features. In the dusk, his eyes were a deep, dark blue, bordering on black and his almost lipless mouth seemed to start just where his nostrils ended. It was, of course, Attis Jones. Diesel spilled onto the deck of the boat as he had momentary lapse in concentration. I wondered why he was smiling and it was only when I noticed the handgun in his other hand that a smile spread across mine. â€Å"Clever boy†, I shouted â€Å"Have you been expecting me? † â€Å"We all have†, was the only reply. The gun in his right hand was quickly raised an aimed at my head. I was faster however as my gun was up and releasing a bullet before he realised. It tore through his right arm, shattering it, sending the gun to the watery depths below. â€Å"You are going to die tonight, sinner†, called Attis â€Å"Your mistaken, it is you who will die, I have nothing to answer for. God did not send demons to kill the firstborn in Egypt, he sent angels. I am an angel, sent by God to clear up the mistake he made by allowing you to be born. † I was happy with this reply and was seconds from releasing another bullet, this time toward his chest when he mouthed 4 simple words to me, â€Å"Good bye, Mr Jones†. It was then that something hard struck the back of my head, leaving me sprawled across the floor. A brown shoe stamped down hard on my fingers, causing me to release the gun from my grip. It was kicked away from me and a huge weight seemed to press down on me. There were knees in my back and my face was being pushed into the mud. The water and mud burned my eyes and the weight on my back was restricting my breathing. I fought hard and managed to throw the being from my back. I quickly remembered the colt tucked into my sock. It was out and shooting my assailant before he could say, or do, anything about it. Again I was struck from behind, only this time, it was more than one person. I was thrown to the ground again and kicked and punched repeatedly. I lost the grip of the gun in my hand and this one, like the first, was kicked from my reach. I tried in vain to fight back but was overpowered by the many people around me. I was held to the floor by my captors and then Attis Jones was standing over me. Despite his right arm being splintered by the bullet from my barreta, he was standing over me with relative ease, the pain not very visible on his face. What was, however, visible on his face was the malicious look. I wondered why these people were doing this, for what reason they were holding me to the floor. â€Å"I said you would die sinner†, Attis scolded, â€Å"Just as my son and their brother died at your hands, so you shall die at ours! † With that, he knelt on my chest, placing all his weight on top of my lungs. This constricted my breathing but the cold hand around my neck restricted it further. I was staring up into the eyes of hell. All of the malignant thoughts that Attis Jones could muster were being forced to the front of his mind. I could almost see them through his eyes. Attis’s grip shifted so that his thumb was pressing hard, trying to crush my Adam’s apple. I was trying to free my hands but they were held tightly to the ground by Attis’ Sons. I tried in vain to kick my legs but again, restrained by someone. The pressure in my head was increasing as my windpipe was constricted. My ears were filled with the roaring in my head and the laboured, spit-flecked breaths of the man who was killing me, I felt a burning pain behind my eyes, a numbness spreading from my finger. I desperately tried to free myself, but I was losing the battle, the feeling in my body. My vision was blurring and my lungs burning as the last of my life was choked from me. The only sound, apart from the steady rhythmic beat of the rain, was me, gurgling the last of my air out. Everything became dark and the last thing I remember hearing was â€Å"Take ‘im inside, we’ll chop ‘im up and feed ‘im to the sharks! † Now, looking back on my life, I realised how what I had done was right. If you believed that what I did was wrong, that killing those awful people was a bad thing, your deeply mistaken. I killed those people because they were delivering pain onto others, what I did was stop them from hurting them, or any other, ever again. Attis Jones had set me up so that he could take revenge upon me for killing his son. Had I researched deeper into his background, I would have found that the web of lies I was fed were given to me in the hope that I would be led straight into the trap. It worked. I now know that his son was a certain Joshua Jones. I had killed him many years before. He was a personal call. There was no money when I killed him. There were no people who specifically asked me to kill him. I did it because I wanted to. He was grooming small children, taking them from the streets and teaching them how to become prostitutes. He was using them to gratify his own pleasure, acting like nothing more than a common pimp. For this reason I had to kill him. His family was totally oblivious to what he had done and I think that they may have reconsidered taking my life had they found out his true past. So this was my past catching up with me, it never actually haunted me, just left me for dead. There was no afterlife, no Heaven, no Hell. There was in fact, nothing. Just a black void that I seemed t float around in, left to contemplate my life and the things I had done. The hurt I had caused, the pain visited upon the innocent bystanders of the families of my victims. I also thought of the good I had done, killing all those people, taking their lives so that they could no longer harm anyone else And as I did, I realised that I wouldn’t change a thing, if given a second chance at the same life, I would do it all the same as I had, doing everything the way had intended to do. I looked back and saw myself as sort of makeshift hero. Saving the common folk and helping their lives to be lived better. Maybe they would find out of my secret past and declare me a hero, or maybe call me a murderer, tell everyone that what I had done was a terrible thing. In any case, I knew that I had done right and did not care what people thought. The only part of my life that I truly hated, the one thing that stuck in my mind as the thing I would change, would be the manner in which I died. But there was nothing I could do about that now, I could only watch it over and over again, in my minds eye. How to cite In Cold Blood – Creativev Writing, Papers

Importance of Total Quality Management in Events Sector Free Sample

Question: 1. Discuss the strategies used to manage quality within an event2. Evaluate how management within staffing will differ in an event3. Present finding effectively through a variety of techniques4. Analytically interpret data in quantitative and qualitative forms to manage the quality of an event. Answer: Introduction Total Quality Management refers to the continuous efforts directed towards process improvement that involves every entity in a business organisation. This is done to optimise overall performance at every level through the attainment of cross-functional goals such as reducing cost, increasing sustainability, and improving quality and service (Rao, 1996). TQM is the consolidation of systematic management techniques and tools with concurrent efforts towards overall improvement, in a disciplinary way that mainly focuses on increasingly satisfying customers. While total quality implementation methods for each company are influenced by its unique operational environment, distinct opportunities and challenges, there are common features in their quality management systems. These features include a corporate focus on internal and external customer orientation, continuous improvement, business process control, organisation wide preventive management, ongoing preventive activities and positive leadership and teamwork (Peratec Ltd, 2012). The aim of this paper is to discuss the history of total quality management and evaluate the impacts that successful implementation of total employee commitment and staff training and development at Q Hotels Group by comparing with examples on good practices in this regard from Hilton Worldwide and the Walt Disney Company. History of TQM The concept of total quality management first originated in the description of the Japanese inspired management approach adopted by the Navy Systems Command for quality improvement (Klock, 2004). TQM has developed over the years through several different theories that guide its practices, which are as follows: Demings 14 Point Theory Deming's theory of Total Quality Management includes fourteen points of quality management (SkyMark, 2016) which he identified as the creation of constancy in the purpose improving products and services; adopting a new philosophy; ceasing the dependence on inspection to attain quality, ending the policy of awarding business based on price; instead, reduce total cost by engaging a single supplier; constantly improve every process related to planning, production and service; implementing on-the-job training; instituting leadership; driving out fear; breaking down communication barriers between staff and departments; eliminating slogans, exhortations and targets for the employees; eliminating numerical quotas and goals for all employees; removing factors that negatively affect the pride of workmanship; eliminating annual rating /merit systems; implement an environment of self-improvement for employees; and involving every employee in the accomplishment of transformation. (See Appendix 1 ); the system of profound knowledge consisting of system appreciation, variation knowledge, knowledge theory and psychology theory; and the PDCA Cycle i.e., Plan-Do-Check-Act (See Appendix 2). He propounded that focusing on costs results in deterioration of quality, which can be tweaked through awareness about the different types of knowledge associated with an organisation. Herzbergs Employee Motivation-Hygiene Theory Hygiene factors such as remuneration, administrative policies of the organisation, additional fringe benefits, tangible working conditions, and job security are extrinsic to work adequately pacify employees and do not make them dissatisfied(Miner, 2005). According to Herzberg, motivational factors such as recognition at place of work, a sense of achievement in the workplace, opportunities for growth and promotion, and increased responsibilities are essential, satisfy the employees and motivate them to perform even better. Maslow Hierarchical Staffing Model Maslow Hierarchical theory can be applied to the methods in which organisations treat and engage with their staff (See Appendix 3). The most basic need for survival stems from having a sense of financial independence, followed by job security that provides a sense of stability in the volatile job market. The next type of needs is a sense of belonging which is achieved by holding trust and acceptance within a work group. This leads to importance, which is gained a feeling of significance and affinity towards the paymasters. The final need of self-actualization is met when employees have access to opportunities within the job(Scan Capture, 2016). Meeting these needs within the organisation will allow the staff to be successful in their work and strive towards becoming a useful resource for the organisation. Benchmarking Theory Benchmarking involves the examination processes used by external organisations of a particular business to achieve their performance levels (Sweis, et al., 2016). Companies can benchmark business procedures of other organisations with their own existing processes, and implementing the necessary policies to eliminate performance gaps to facilitate improved performance in key areas of the business. Kurt Lewins Change Model Kurt Lewin change theory model consists of a 3-step process i.e., Unfreeze, Change, Refreeze, that denotes a framework for change management (See Appendix 4). This model can help the management in making extraordinary changes, minimise the operational disruptions within the organisation, and ensure that the implemented change is permanent and irreversible (Burnes, 2004). Implementation of Total Quality Management at Q Hotels Group Most organisations in the events sector provide services, which are experienced by consumers, and are often categorised by various subjective perceptions. The intangible nature of services makes quality difficult to define, but can include responsiveness to customer needs, promptness in resolving complaints, courtesy and friendliness of staff, and the service atmosphere. The main areas posing challenges in the events industry are factors like the amount of waiting time and consistency of the service. Q Hotels offers 300 conference and meeting rooms which have the capacity to host large events such as board meetings, exhibitions and weddings (The QHotels Group, 2016). Total quality management represents a systematic way of managing an organisation's results (Koller, 1995), and the implementation of a systematic TQM approach in Q Hotels Group will require the adoption and development of various managerial processes, for improving service quality of its 26 hotels. The implementation of the continuous quality improvement in Q Hotels will start with the outlining of quality goals for customer service, and the identification of the target group of customers and their needs and wants (Ross Perry, 1999). Next, the features of the service and the processes that produce these services needs to recognise. Finally, process controls have to be established and transferred to the operations stage. Staff Training and Development Providing staff training and development in the at the appropriate time helps develop needed job skills and accelerate awareness regarding TQM effort within the organisation (Owoyemi, et al., 2011). It also aids in providing experience in the techniques necessary to make TQM a part of the employee's day-to-day work life. Comprehensive, intensive, and continuous staff training and development results in permanent quality improvements. Implementation of Staff Training and Development at Q Hotels Group The management needs to first establish the objectives to be followed in designing the training programs that will assist in attaining permanent improvement in all activities. An ideal staff training and development program for Q Hotels will consist of three basic areas as per the use of total quality management tools. These include training in communication skills, providing superior quality service to customers and techniques for problem-solving, which will enable the training aimed at improving business processes. Centring the training programmed on the basic principles of understanding the organisational processes and the relationship between different processes and will lead to the eventual improvement of these processes. The implementation of staff training and development should be done at Q Hotels Group by first collecting data will the help of a checklist regarding the gaps in the existing training programs (See Appendix 5). A subsequent Pareto chart will help the training and development department identify problems which are preventing the organisation from delivering professional quality and customer friendly services to meet and exceed customer expectations (See Exhibit 6). This will also enable the management to refer to the checklist to understand the changes that have been incorporated in the system and whether they have brought permanent improvement in the organisation. Positive training and development measures within the hotel will enable the staff to deliver better customer services, through error-free interactions with customers. This will result in fewer complaints which will lead to increased market share, increased customer loyalty and reduced cost through lesser resource allocation for customer grievance handling. Case Study: Staff Training and Development at Hilton Worldwide Q Hotels group can benchmark their staff training and development efforts against the existing best practices at Hilton Worldwide, which has earned an ISO 9001 certification for its advancements in total quality management systems (Carman, 2011). Some of these innovative and advanced training policies include: To align training and development activities with each of Hilton World wides brands in their diverse portfolio, their regional level training managers work in close connection with each property. Hilton Management Services, associates with the human resources department, to deliver training on recruiting, employment relations, collective bargaining agreements and employment law (Hilton Worldwide, 2016). Hiltons management services also offers a library with specialised texts on hotel training and uses updated human resources systems such as People Soft and Success Factors for recruitment, training and retention its talented staff. Hilton Worldwide utilises an advanced technology for staff training and development , known as Ultimate Team Play, which upholds their commitment to delivering superior customer service. The training is in the form of an interactive, 3-D, graphically-intense, first-person video game customized by Virtual Heroes, Inc for Hilton Worldwide. (Wire, 2008). Hilton Worldwide tied up with eCornell to widen opportunities for employee participation in online, instructor-led training in hospitality management, strategic leadership and revenue management to senior executives and general managers. The social aspect increased of collaborative learning effectively engages employees and increases the average rate of course completion. The programs also delivered measurable results and drive employee performance. The eCornell courses are self-paced and facilitated by an instructor to help learners through challenging, exercises with practical and real-world applications. (Hipwell, 2012). Total Employee Commitment Total employee commitment through teamwork drives improvement efforts through the application of diverse skills and experience to business processes and problem solving. An atmosphere of teamwork within the organisation positively impacts formal team efforts and allows all individuals to cooperate and participate in that effort. Encouraging teamwork within natural working groups will motivate employees to focus on the objective of continuous improvement of the processes through total commitment. Implementation of Total Employee Commitment at Q Hotels Group The management can utilise a teamwork approach for problem solving and reach the root cause of low service standards. In order to understand different staff related potential causes for fall in customer service ideas a cause and effect diagram can be utilised by Q Hotels (See Exhibit 7). This needs to be followed up with the teams brainstorming to encourage lateral thinking regarding processes, facts, feelings, creativity, benefits and cautions through the use of a 6 thinking hats approach (See Exhibit 8). Since employees will be empowered to determining what the problem areas are, they will also be able to come up with a robust solution that involves inter-departmental teamwork and commitment. Total employee commitment can be described involvement of staff in the managerial functions at an increased level, through employee empowerment and engagement. Engaged employees value the job that they are assigned and are willing to provide assistance to co-workers, eager to take up more job responsibility, motivated to increase their productivity and believe in freely sharing knowledge and information with colleagues (Njie, et al., 2008). Although the most essential factor of employee commitment efforts is on programs that encourage teamwork, nonfinancial rewards and surveying employee opinions, it is important to note that egalitarian pay structures are also related to increased employee involvement, engagement and satisfaction (Scott McMullen, 2010). Total employee commitment and cooperation is associated with overall organisational performance and achievement of corporate goals. The participation of employees totals quality management can lead to a positive impact on job satisf action and overall morale. This also reduces the turnover rate and subsequent cost acquiring and developing a new workforce. Case Study: Total Employee Commitment at Walt Disney Company Q Hotels group can benchmark their total employee commitment efforts against the existing best practices at the Walt Disney Company uses an innovative vision of creating the worlds happiest place, to motivate employees to achieve newer heights of customer satisfaction. Through this form of employee engagement, special focus is given on the role of employees in good quality service delivery. Employees are looked upon as the most important resource in the organisation and, with every staff member being titled cast members, regardless of their job roles. Employees receive extensively trained in communication and teamwork to achieve systematic total quality awareness. An effective administration quality is ceaselessly observed, and workers as often as possible meet in groups to assess the adequacy of their contributions. Every representative is made mindful about how the nature of their own job duties and obligations adds to the general achievement of the recreation centre. Disney also conducts external and internal benchmarking programs, which has resulted in the implementation of an efficient appraisal system for rewarding performance of employees. Employees are not rewarded based on the seniority of their ranks, but depending on the number of individual projects undertaken (Sweis, et al., 2016). Moreover, the nonstop quality administration is the standard technique for development helps the organization to meet the unique needs of clients through high quality of administration (Davis, 2011). Disney offers an organisational environment of innovation and design engineering organisation (IDEO), which is characterised by a non-hierarchical culture. Leadership is engaged from the top to bottom, which is supported by all the levels of their management. There are several total quality management techniques used by Disney which includes innovative design, increased communication, ongoing training, optimal production, and minimised losses. This is done through a Six Sigma programs (Pike Barnes, 1995) which focus on the policy of integrated communication between all employees and departments within the outside the organisation. This ensures that every employee is aware of the ongoing activities within the organisation and are in tandem with ongoing organisational changes. Conclusion Present day customers in the events sector have high demands from hospitality companies and expect extremely high-quality services. Hospitality chains that do not prioritise continuous quality improvement might face risks in maintaining long-run sustainability. The reason for an increase in popularity of a systematic total quality management is that business firms now realise that poor service standards result in the occurrence of high costs for the organisation. Additionally, poor quality has consequences such as the creation of dissatisfied customers and the eventual loss of business. Implementation of total service quality improvement by Q Hotels such as staff training and development and total employee commitment is a modern day survival necessity. Benchmarking against best practices by organisations such as the Hilton Worldwide and the Walt Disney Company will enable Q Hotels Group to experience an overall improvement in efficiency and performance through the establishment of pr oductive employee, better inter-staff work relations, and increased satisfaction of consumers, improved profitability and rapid growth in market share. Recommendations The implementation of total quality management is different for different organisations in the events sector, even they have similar structures and functions. In this context, it is firstly recommended that Q Hotels Group thoroughly investigate the various types and tools of total quality management and adopt the procedures and changes that is appropriate for the company. Secondly, an integrated approach to total quality management and quality assurance must be selected that positively impacts the people, processes, and physical evidence within the organisation. Thirdly, all the employees must be given clear knowledge about the total quality management tools and processes that are being adopted so that they can appreciate the changes and provide their full support by actively participate in the change themselves. 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