Leadership and Management

Improving Performance for Organizations

Introduction To Leadership Management

Leadership is not an end but it is the means through which best can be brought from the people by inspiring and motivating them to put their skills, talents and energies into the task ,so that organizational vision can be achieved in an effective manner (Leadership, 2014). In the present study, leadership and management is discussed with respect to diabetic clinic. The report includes critical analysis of range of leadership and management theories. It also entails to understand the use and the relevance of theories in developing innovative approaches to managing effective and high performance working within healthcare. Further, it entails to understand the ability to critically evaluate and design strategies for leading and managing health care service operations.

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1.1 Explain significance of effective leadership in facilitating HPW culture

There is a huge relevance of carrying out effective leadership at strategic, managerial and operational levels, so as to facilitate a culture of high performance. This will help so as to provide quality care to older people, so that they can work in collaboration with the service providers and identify a vision (Neck and Houghton, 2006). This is in terms of assessing what care and service can be provided by making use of the resources that are currently available. It will further aid in delivering an HPW culture by inspiring the team to work on a shared vision and motivating them from time to time. There is further a need to encourage team, so that they keep on working continuously towards the goal thereby enabling others to act and make them progress towards a journey of high performance (Schein, 2010). In this regard, the effective leadership is likely to improve the overall business growth followed by enhancing the overall performance in various areas of business.

1.2 Critical review of theory, principles and practice of HPW

High performance working is very essential for the diabetic clinic as it enhances the functioning and working of the organization. On critically reviewing the theories and principles of High performance working, it was assessing that includes four main principles (Adair, 2013). These are sharing of information which enables the clinic to develop empowerment and involvement of all employees. Second is development of knowledge which focuses on the development of employee (Muterera, 2012). It enhances the skills and knowledge of employees and will help the clinic to deliver better services to their patients.

Another principle linkage is based on the performance and reward. This theory states that on the basis of performance of employees reward should be given to the employees. Last principle is the egalitarianism which based on the concept of eliminating the differentiation between status and difference among different employees of the organization (Fenwick, 2008). Practices which are involved in

High performance working are managing the issues which affect on the HPW, as these issues are related to the performance of employees and also affect on their working. Another practice which is evaluated is application of the skills which are based on the skills and talent of employees (Schein, 2010). This will help the diabetic clinic to develop its employees and improve their functioning. Another practice is managing the flow of work and coordination among the professionals, clinical and doctors in the clinic. This practice will make positive impact on the entire clinic and also leads their business towards the edge of success.

1.3 Describing and assessing the value ad relevance of major leadership theories, models and frameworks

There are different theories, models and framework of leadership in context of leading and managing healthcare services or organizations. These theories and models are relevance for the diabetic clinic. First is the trait theory, this theory will help the senior employees and professionals of the clinic as it examines the skills, capability, traits of person which are helpful at the time of leading the employees (Jogulu, 2010). Another theory is behavioral theory which emphasis on the behavior of leader. It is based on the framework of behavior of the leaders in the health care organization. It was assessed that there are three types of leader (Cardy and Leonard, 2011).

First is the autocratic leader who does not consult the suggestions of his subordinates and takes their own decision. Second is the democratic leader who consults from subordinates while taking any decision. Third type of leadership is laissez-faire leaders in which the employees of healthcare services or organizations can take their own decision as they are efficient and capable enough to take their decision (Adair, 2013). Another leadership theory or model is contingency theory which is based on the framework of particular situation. It implies that good leader in the organization is those who act on particular situation.

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1.4 Attitude, behaviors and capabilities required for effective leadership at strategic, managerial and operational levels

The attitude, behavior and capabilities that the required by effective leadership at strategic, managerial and operational levels can be as such. At strategic level, the leader needs to possess capability to critical analyze and think in order to design the plan for the diabetic clinic. Moreover, at strategic level the leader needs to have positive attitude in order to fulfill the vision of the company (Bertocci, 2009).

The leader needs to be committed to the work. The role of leadership at managerial level is very crucial. The skill that is required in the leadership at this level is that leader needs to possess sound communication skills, so that he can communicate the strategies to middle management employees in an effective manner. Moreover for the effective leadership, it is essential the leader possess ability to delegate the responsibilities and task in an appropriate manner (Mielach, 2012). At operational level, the task is executed. Thus, the workers require motivation and inspiration at this level. The leadership needs to possess capability motivate the employees as well attitude to positively influence them, so that they can put their best in achieving the targets of the diabetic clinic in the most efficient manner.

1.5 Selection and justification of appropriate leadership actions and styles for variety of representative organizational scenarios

There are various types of leadership styles and actions for the variety of representative organizational scenario. These can be autocratic, democratic and laissez faire. In order to deal with different organizational scenarios such as if the diabetic clinic has to bring change in its organizational structure then it can use the style of autocratic leadership (Thorpe and Beasley, 2004). This is because this decision is critical thus minimum involvement of the team members is required. Moreover, decision regarding such has been done quickly as working of entire organization is based on its structure. Thus, this style is best suited when the team input is not required in order to achieve successful outcome.
Another issue faced by the diabetic clinic is related to increasing waiting time of patient. In such case, democratic leadership style would be effective as this requires the involvement of the team members.

This is because the waiting time can be reduced by the active involvement of employees, thus in order to ensure high performance working, it is essential to formulate decision by consulting the members of the team (Schlafke, Silvi and Moller, 2013). This leadership style is the most appropriate in this scenario as it will provide motivation to employees and stimulates them to achieve the targets of the diabetic clinic.


2.1 Strategies and models for managing capacity and demand in health care

In order to manage capacity and demand in health care varied strategies and models can be used. The diabetic clinics can the current and future demand for resources, so that demand couln be met. In order to provide satisfaction to the employees, it is essential for organization to manage the capacity and demand of the firm (Pardey, 2007). By delegating roles and responsibilities as per the capacity of the clinic, the firm can meet the demand of the customers. Moreover, for the purpose of meeting the increasing demand the firm can increase the number of practitioners that can effectively provide treatment to the patients. Moreover, it is essential for the firm to determine the amount of resources it possesses including financial as well as material resources (Nienaber, 2010). By determining this, the clinic can make optimum utilization of its resources as well as it manage the capacity as well as demand in healthcare. Capacity management in healthcare is the handling of the pressure in the real time in order to provide urgent and emergency health care services. In order to manage the diabetic clinic can design new departments, so that it can keep track on the requirements of the patients.

2.2 Appraisal of the impact and management of waiting lines to improve customer relationships and healthcare services deliveries

The impact of waiting lines and its management to improve customer’s relationships and healthcare services deliveries can be appraised in the following manner. Waiting line has major impact on the customer satisfaction (Muterera, 2012). With the increase in waiting time proper treatment is not provided to patients, this further increases their level of satisfaction. When the customers have to wait in queue for longer period of time then they will shift to another clinic thereby having impact on the sales of the company. In order to manage the waiting line to build strong relation with customers the diabetic clinic can appoint new healthcare practitioners that are expertise in the field. Moreover, the firm can increase the number of rooms, so that it can manage the increasing demand of the customers. Thus, through hiring healthcare professionals the needs of the customers can be fulfilled in an effective manner. Further, with the assistance of this the firm can manage to provide better treatment to the customers, which will increase their level of satisfaction to a greater extent (Looise, Bondarouk and Lempsink 2009). With the effective management of waiting line, the firm can improve the healthcare service deliveries which will build sound relationship with the customers. Moreover, this would ensure deliverance of high quality customer care. Improvement in waiting line would assist the firm in establishing coordination among the work teams. This would later assist the diabetic clinic in facilitating high performance culture within the organization.

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2.3 Evaluation of strategic role of capacity planning and queuing models in the management of client expectations of healthcare services

The strategic role of capacity planning and queuing models in the management of client expectations of healthcare services can be evaluated as such. With the assistance of capacity planning the firm can expand its operations, so as to meet the need of the customers. Moreover, with this diabetic clinic can bring change in its organizational structure in order to meet the expectations of the patients. In order to manage the business operations, the role of capacity planning is very crucial (Lumsden, 2009). Thus, it is essential to make clinic capable enough from the view of growth. With the assistance of the queuing model the organization can decrease the waiting time of the customers. This would assist the firm in providing better services to the customers. Moreover, with this the diabetic clinic can meet the expectations of the customers in an effective manner.


It can be concluded from the study, that role of leadership is critical for diabetic clinic in achieving its business mission and vision. It has been inferred that effectiveness in leadership assist business in facilitating high performance culture with the diabetic clinic. Further, in order to reduce the waiting time the role of effective leadership is very critical. This would assist the organization in delivering quality healthcare services to the patients which would thereby increase their satisfaction level to a greater extent. The leadership needs to possess certain capabilities, so that work can be carried out in smooth manner which results in increasing customer satisfaction level.


  • Adair, J, 2013. Develop your Leadership Skills, Kogan Publishers.
  • Bertocci, I. D., 2009. Leadership in Organizations: There is a Difference Between Leaders and Managers. University Press of America.
  • Cardy, L. R. and Leonard, B., 2011. Performance Management: Concepts, Skills, and Exercises. M.E. Sharpe.
  • Jogulu, D. U., 2010. Culturally-linked leadership styles. Leadership & Organization Development Journal.
  • Lumsden, G., 2009. Communicating in Groups and Teams: Sharing Leadership. Cengage Learning
  • Muterera, J. 2012. Leadership Behaviors and Their Impact on Organizational Performance in Governmental Entities. International Journal of Sustainable Development.
  • Nienaber, H., 2010. Conceptualisation of management and leadership. Management Decision.
  • Pardey, D., 2007. Leadership in turbulent times: Effective leadership during times of organizational change. Strategic HR Review.
  • Schein, E. H., 2010.Organizational culture and leadership(Vol. 2). John Wiley & Sons.
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