Leadership and Management for Service Industry

This presentation explores the role of leadership and management in the service industry. It discusses classical management theories, the role of leaders and different leadership styles. It also examines the impact of leadership on organizational culture. The presentation includes examples of how WA PILA has implemented different theories and styles in the past, present, and future.

Leadership and Management
for Service Industry

Content
• Introduction
• Classical Management theories
• Role of leader and leadership style
• Management and leadership style
• Conclusion
• References

Introduction
Leadership signifies that it is an art or capability of an individual
to inspire or influence other for accomplishing organisational
goal in an effective and efficient manner. On the other hand,
management is a process of planning, organising, directing,
controlling in order to attain high level of profitability and
productivity in an innovative and creative manner.

Classical management theories
Organisational structure
 It is a system which is used to define hierarchy within an
establishment as it identifies the need of fir which operate
differently and also bring systematic flow of work among each
business function for accomplishment of firm pre determined
goal within prescribed time limit.

Classical management theories
Organisational structure
 It is a system which is used to define hierarchy within an
establishment as it identifies the need of fir which operate
differently and also bring systematic flow of work among each
business function for accomplishment of firm pre determined
goal within prescribed time limit.

Types of Organisational Structure
Divisional and geographical: Divisional structure is suitable for
company with distinct business units while geographical provides
hierarchy for an enterprise that operate at several locations.
Functional and matrix: Former is based on each job duties while
matrix has two or several supervisors for each job or each personnel
has dual reporting relationship generally to functional and
production manager.
Wa-Pila can acquire divisional structure as it help them to delegate the
responsibilities to business function easily.

Continue...
Organisational Culture
It comprises beliefs, assumption, values and ways of interacting
that contribute to unique social and psychological
environment of an organisation.
 Power
 Role
 Task
 Person:

Past Organisational Culture
WA PILA was making use of power culture so as to facilitate an
atmosphere of decorum and discipline within the organisation and
to ensure that the behaviour of workforce is aligned with
organisational requirements.

Present Organisational Culture
WA PILA has enforced role culture at present whereby the roles and
responsibilities of every person in entity is clearly defined so as to
facilitate effective working.

Future Organisational Culture
WA PILA will implement task culture in future course of time as this is
a type of culture whereby the main aim of entity is to ensure
completion of tasks within the set course of time to attain an edge in
market place.

Continue....
Different classical theories of management
The various elements which is related to theories of management
are as follows:
 Classical Management
 Administrative
 Scientific Theory

Past Theory of Management
WA PILA made use of classical theory in past time whereby the
workforce specialisation and centralised decision making were the
key to success.

Present Theory of Management
WA PILA at present make use of administrative theory as it is
comprised of planning, coordinating, managing, controlling that
ensures an orderly organisational conduct.

Future Theory of Management
The respective hotel will make effective utilisation of the scientific
management theory in future as this is aimed at enhancement of
labour efficiency which imply raised sales and profitability.

Role of Leader and various leadership style
Particulars Leadership Management
Meaning It is an ability off an
individual to influence,
motivate, and enable others
to contribute towards the
effectiveness and success of
organisation of which they
are members.
It comprises directing,
controlling a group of one
or more individuals for the
purpose of coordinating
and harmonising the group
for an accomplishing goal.
Orientation People oriented Task oriented
Focus Leading manpower Managing work

Continue...
Role of leader and manager
In Wa-Pila success and growth, effective and productive leader
or manger is required who can put their full contribution for an
accomplishment of organisational goal in an innovative and
productive way.

Past Leadership Style
WA PILA made use of Autocratic style as it a strong one
dimensional leadership style whereby the superior holds the
whole authority to develop plans and take decisions.

Present Leadership Style
The hotel is making use of democratic style which is opposite of
autocratic. Herein, leader involves personnel in business
activities and decision making which strengthen their
relationship and inflates company's proficiency ratio.

Future Leadership Style
WA PILA would make use of the transformational style of
leadership in future context as this helps in bringing necessary
changes required within the organisational premises.

Management and Leadership style
 Physiological needs
 Safety need
 Esteem need
 Self actualisation need

References
Chen, D. Q., Preston, D. S. and Swink, M., 2015. How the use of
big data analytics affects value creation in supply chain
management. Journal of Management Information Systems.
32(4). pp.4-39.
Chen, Z., Zhu, J. and Zhou, M., 2015. How does a servant leader
fuel the service fire? A multilevel model of servant
leadership, individual self identity, group competition
climate, and customer service performance. Journal of
Applied Psychology. 100(2). p.511.

Thank you