The morale of the employees was low due to many years of neglect from management, and as well the turnover rate for nurses being the highest in the state (Longest, Darr, 2010). Shirley focused on improving the morale within the company to increase retention. She implemented a performance based merit increase which rewards employees for their outstanding efforts. All of these changes were placed in effect to increase retention of the employees which leads to better quality of care for the clients.
Another initiative that Shirley wanted to implement within the company, was also put into tracks was the Total Quality Management Initiative (TQM). “…there was a need to find a way to better address quality of care issues in delivering services to seniors. Shirley latched on to the notion that TQM would be the vehicle through which Westmount could achieve the cultural transformation articulated in its vision statement” (Longest, Darr, 2010). Shirley became very interested in TQM and started reading and learning, she also had advisor, Dr. Daylon Quinby. Shirley asked Dr. Quinby to be a part of the TQM initiative at Westmount by leading the change, which he agreed to. “Dr. Quinby was soon found wandering around the grounds at all hours observing people at work or showing up quite unannounced at management committee meetings. Several staff members found Dr. Quinby to be “an old duck” whose presence was