WA Case Study unit 7 Leadership PDF

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WA Case Study unit 7 Leadership...

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Cleveland Clinic’s Servant Leadership

Cleveland Clinic’s Servant Leadership

University of the People BU5411 Professor Jason Fair May 25, 2021

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Cleveland Clinic’s Servant Leadership Relevant Facts Cleveland clinic is one of the world top health care organizations, despite the fact that it has been a reputable organization, it faced am array of challenges. It noticed later that the customer patient experience was not the top of the clinic’s priority. According to the HCAHPS survey, patients didn’t like the clinic that much. The employee engagement survey conducted by CHRO showed that employee satisfaction linked directly with patients satisfaction. Realizing the role of employee engagement involvement in patients’ satisfaction and customer loyalty. Cleveland clinic decided in 2008 to launch a new management strategy as “people strategy”. The purpose aimed to build an emotional connection with their employees, making them feel cared and respected and offering opportunities for employees’ personal and career development (Patenchak,J.M. 2015,p36). Analysis Cleveland clinic introduced the concept of servant leadership in its organization. Servant leadership requires the organization to put customers, social and environmental needs as its priorities. Servant leadership has been widely spread in many organizations over the years, for example Southwest Airlines, Starbucks, kaiser permanent etc. Servant leadership is a philosophy in which a person interacts with other people in a management set-up or an employee capacity, with the aim of achieving goals rather than seeking power. Leaders who choose this style of leadership usually would like to involve employees in the process of decision-making. Because these customer-facing employees have built close relationships with customers can make better decisions to keep those customers and reach out to new ones. This leadership requires a person to demonstrate qualities like compassion, listening

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Cleveland Clinic’s Servant Leadership skills, trust-worthy commitment to others. But servant leadership is not suitable in every situation, besides the advantages, there are also some disadvantages in servant leadership.This is a trendy leadership style, very few people are familiar with this type of leadership, it is still very new compare to traditional leadership styles; Adopting this type of leadership requires difficult culture change for some leaders; Servant leadership doesn’t emphasize on quick decisionmaking; Staff are required to have responsibilities which are beyond their capacity. (Kenton W, 2021). Solution The first move conduced by the Cleveland Clinic management team was to recognize the need of change in its operating culture. The CEO of the clinic advised CHRO to introduce the concept to its leaders gradually and slowly getting organization’s staff to become familiar with servant leadership. Employees’ reaction towards this leadership style has been positive. A Pittsburg consultancy was assigned to assist with the implementation of the leadership. The Third Rivers model and tools was applied, according to Ken Jennings (Patenchak,J.M. 2015, p42), a servant leadership requites leader to support others in one organization, instead of commanding from the top down; The leader should be able to recognize and leverage the strength of others; The leader should raise the bar to confirm a commitment to greater goals; The leader will create a greater company vision for people to achieve the goal. (Jennings & StahlWert, 2003). Since the 2009, the Cleveland Clinic has implemented the initiatives to ensure the concept of serving leadership is embedded throughout the culture. The clinic started serving leader training for its management team; Management is provided with servant leadership

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Cleveland Clinic’s Servant Leadership training and a community of practice. (Patenchak,J.M. 2015, p42). Leaders are also doing executive rounding, this will increase the interaction and conversation between caregivers and patients. (Patenchak,J.M. 2015, p43). Conclusion By taking serving leadership initiatives, Cleveland Clinic has successfully implanted servant leadership in its organization. Cleveland Clinic’s initial plan was to better patients’ experience and motivate its employees. It faced certain amount of resistance at the beginning, but after the gradual implementation, Cleveland Clinic achieved a very positive feedback both from its patients and its staff members according to Gallup survey. (Patenchak,J.M. 2015, p46). What I found most compelling was the Cleveland Clinic didn’t plunge into this brand-new leadership type right away, instead of rushing into any new strategies, it took its time training the supervisors and managers. Servant leadership is an emerging concept, compared to traditional leadership types, it is still in its infancy (Elliker,J.2016, p74). There is a natural conflict between servant leadership and traditional bureaucratic leadership. The traditional leadership is commanding from top, while servant leadership exists to serve others. Any modern organization wishes to adopt servant leadership first needs to self-exam its own leadership style, then proceed by familiarizing the staff with small changes.

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Cleveland Clinic’s Servant Leadership References Elliker, J. (2016). Understanding Ontological Conflict Between Servant Leadership and Organizations. Servant Leadership Theory & Practice, 3(2), 72-89. Kenton W, (Mar 26, 2021). Servant Leadership. Retrieved from https://www.investopedia.com/ terms/s/servant-leadership.asp Patenchak, J.M. (2015). Implementing Servant Leadership at Cleveland Clinic: A Case Study in Organizational Change. Servant Leadership Theory and Practice, 2(1), 36-48....