The management of clubs, recreation, and sport: concepts and by Thomas H. Sawyer

By Thomas H. Sawyer

Booklet by means of Thomas H. Sawyer, Owen Smith

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Page xxii Total Quality Management Total Quality Management (TQM) is a collection of roles and practices that are oriented and strive to always meet or exceed the needs and expectations of the consumer in an ongoing, planned system. What TQM attempts to achieve is a workplace where employees perceive that they have a personal stake in the output. Workers seek to measure against expectations that are achievable and that they have had a hand in setting. Performance is reviewed by their peers and by managers who are active participants in the daily operation of the workplace.

A special thanks to Susan McKinney for editing the manuscript, and to Jennifer Polson for an excellent job in following the manuscript through the production process. Thanks to Deborah Bellaire for her creative cover design. THOMAS HARRISON SAWYER OWEN RUSSELL SMITH Page ix FOREWORD In an era of the health and fitness entrepreneur, sport has become even more significant and pervasive in American society. Sport has become a multibillion-dollar industry that places unique demands on its personnel and increasingly requires specialized training.

New York: Warner Books. Roberts, Wess. (1987). Leadership secrets of Attila the Hun. New York: Warner Books, Inc. Tucker, Robert B. (1991). Managing the future. New York: Berkley Publishing Group. , & Glaros, Timothy E. (1994). Managing health promotion programs. Champaign, IL: Human Kinetics. See chapters 2, 3, & 4. Page 1 PART I MANAGING HUMAN RESOURCES AND THE PLANNING PROCESS Page 3 1 Managing Human Resources Instructional Objectives: After reading this chapter the student should be able to: understand important legal issues regarding employer-employee relationships, delineate the contents of a human resources handbook, describe the hiring process and all its components, design a performance appraisal process, develop a regularly scheduled in-service program, understand how to motivate employees, describe a termination process, discuss important issues regarding employee compensation design a grievance procedure for an organization, and discuss the value of good communication and listening skills.

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