Leadership and Management in Operations: A Case Study of Boots UK

This report examines the roles of leaders and managers in the context of Boots UK, a leading pharmacy retailer. It explores the differences between leadership and management, analyzes various leadership theories and models, and evaluates their strengths and weaknesses in different situational contexts. The report also delves into the importance of operations management in achieving business objectives and how leaders and managers can improve operational efficiency. Finally, it analyzes the impact of the relationship between leadership and management on the business environment and wider community.

MANAGEMENT AND OPERATIONS
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Table of Contents
INTRODUCTION................................................................................................................................2
LO1...................................................................................................................................................3
P1 DEFINE AND COMPARE THE DIFFERENT ROLES AND CHARACTERISTICS OF A LEADER AND A
MANAGER....................................................................................................................................3
M1 ANALYZE AND DIFFERENTIATE BETWEEN THE ROLE OF A LEADER AND FUNCTION OF A
MANAGER BY EFFECTIVELY APPLYING A RANGE OF THEORIES AND CONCEPTS IN BOOTS UK..6
LO2...................................................................................................................................................8
P2 EXAMINE EXAMPLES OF HOW THE ROLE OF A LEADER AND THE FUNCTION OF A
MANAGER APPLY IN DIFFERENT SITUATIONAL CONTEXTS.........................................................8
P3 APPLY DIFFERENT THEORIES AND MODELS OF APPROACH, INCLUDING SITUATIONAL
LEADERSHIP, SYSTEMS LEADERSHIP AND CONTINGENCY.........................................................10
M2 ASSESS AND EVALUATE THE STRENGTHS AND WEAKNESSES OF DIFFERENT APPROACHES
TO SITUATIONS WITHIN THE WORK ENVIRONMENT................................................................12
LO3.................................................................................................................................................15
P4 EXPLAIN THE KEY APPROACHES TO OPERATIONS MANAGEMENT AND THE ROLE THAT
LEADERS AND MANAGERS PLAY................................................................................................15
P5 EXPLAIN THE IMPORTANCE AND VALUE OF OPERATIONS MANAGEMENT IN ACHIEVING
BUSINESS OBJECTIVES...............................................................................................................17
M3 EVALUATE HOW LEADERS AND MANAGERS CAN IMPROVE THE EFFICIENCIES OF
OPERATIONAL MANAGEMENT TO SUCCESSFULLY MEET THE BUSINESS OBJECTIVES OF BOOTS
UK...............................................................................................................................................18
LO4.................................................................................................................................................18
P6 ASSESS THE FACTORS WITHIN THE BUSINESS ENVIRONMENT THAT IMPACT UPON
OPERATIONAL MANAGEMENT AND DECISION-MAKING BY LEADERS AND MANAGERS.........19
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M4 ANALYZE HOW THE RELATIONSHIP BETWEEN LEADERSHIP AND MANAGEMENT AFFECTS
THE BUSINESS ENVIRONMENT AND WIDER COMMUNITY OF YOUR BOOTS UK......................21
CONCLUSION.................................................................................................................................23
REFERENCES...................................................................................................................................24
2

INTRODUCTION
Management and operation are the significant elements that strengthen the functioning of the
company. The term management and operation is referred to as the area of management that
is more focused towards designing as well as controlling the production and several processes
involved within it along with redesigning the several operations associated to business
operations in the production of goods and services. This assignment evaluates the difference
among the accountabilities of a leader as well as a manager in an organization including the
several theories and concept associated with it. This report is based on the operations and
management of Boots UK in context to its operational weakness and strengths. Also, this
report explains about main approaches to operations and management along with the roles
that both leaders and managers have to play.
Boots UK is a company that operates in pharmacy sector not only in the UK but also in Ireland,
Thailand, Norway and other locations. The company was founded by John Boot in the year 1849
and is headquartered in Beeston, Nottingham, United Kingdom. The company has almost
70,000 employees in the UK and has several brands under it like No. 7, Soltan, Almost etc. The
management of Boots UK is in several layers and follows the hierarchy pattern that it there is
topmost authority followed by gradually lower positions.
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LO1
P1 DEFINE AND COMPARE THE DIFFERENT ROLES AND CHARACTERISTICS OF
A LEADER AND A MANAGER
In this section, a proper discussion is conducted on the managing of leaders as well as managers
and the different roles and characteristics each play in an organization.
Management is termed as an administration of any company which could be anything a
business or a non-profitable organization, a government authority etc. Management consist s of
the activities that support in setting the strategy of any company and coordinating the efforts of
the workers so that the planned aims and objectives can be achieved (Goetsch and Davis,
2014.). Leadership is a type of research areas as well as a practical competency that includes
the capability of a person or the entire company so that one can properly lead and guide other
people, group, team etc.
MANAGERS: They are the one in any company who are responsible for designing as well as
managing any task that is being performed in a company in order to accomplish the pre-
planned aims and objectives of the organization.
LEADERS: they are the one in the company who work in accordance so that they can get the
work done from the other employees in context to the aims and objectives of the organization
(Lai and Manjarrez, 2017.). Leaders have a significant role in encouraging the workers to
perform well by applying there leadership skills like communication, motivation and integrate
employees by involving them in fulfilling the vision of the company.
Following are the differences between a leader and a manager:
LEADERS MANAGERS
 The leaders motivate to the goals and  They are responsible for setting up the
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objectives those are set up by the
managers.
goals and aims of the organization that
favours the company’s working.
 Leaders have the accountability to give
directions to the team members.
 The manager discusses the terms and
policies with the leaders.
 Leaders play a significant role in
executing the planned ideas into
authenticity (Mackenzie, et al. 2018).
 The most important role of the
managers is to conduct proper
planning process in the company.
 The leaders use their communication
skills to influence the workers in
accordance with the policies.
 The manager focuses on the activities
that are being carried out in the
organization (Kim, et al. 2017).
In the Boots UK, the management team of the company is effective that the tactics planned for
the company support in enhancing the productivity. In Boots UK the roles and characteristics of
the managers are distinguished in an efficient way along with the roles of the leaders in the
organization. The manager of Boots UK has the accountability of implementing the standards
with regards to the performance of the activities given to the workers and the leaders of the
Boots UK by using there effective interpersonal interaction abilities helps in completing the
work that is assigned to each employee of the company. The leader of the Boots UK motivates
the employees and gets the work done by them within the defined criteria set up by the
managers.
Following are the role of the leaders and the functions of the managers and in Boots UK:
 PLANNING: The essential function of the manager in Boots UK is to plan and then set the
objectives for the organization that helps to improve the sales rates of its products.
Whereas the role of the leaders in Boots UK is to interact these objectives standardized by
the managers to the workers and pay attention to the efforts made by them so that the
goals can be achieved.
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 ORGANIZING: The managers of Boots UK performs the function of organizing and using the
available resources available in the company so that its effective use can be made that can
support in attaining the organizational objectives. Whereas, the role of the leaders is to
effectively assign those resources and encourage the workers to make efforts within the
resources available.
 LEADING: The manager of the Boots UK connects to the leaders and explains them about
what they need to achieve in what time duration. The managers lead the leaders, whereas
the leaders lead the employees and helps them in there working they setup coordination
among the employees and several departments like the finance department of Boots UK
and the manufacturing department so that the production team can develop the products
within the budget available in the company without compromising with the quality of the
products (Northouse, 2018).
 CONTROLLING: The strategies developed by the managers of Boots UK which are executed
by the leaders of the company are monitored and controlled by the managers of an
organization. Leaders help in validating the results of the performance of the workers in
accordance with the criteria that is set up by the managers.
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M1 ANALYZE AND DIFFERENTIATE BETWEEN THE ROLE OF A LEADER AND
FUNCTION OF A MANAGER BY EFFECTIVELY APPLYING A RANGE OF THEORIES
AND CONCEPTS IN BOOTS UK
There are several theories those are developed for understanding the leadership roles as well
as the manager in any organization. Among different theories and concepts of leadership roles,
Boots UK uses Mintzberg theory that segments the roles of leaders in majorly three categories:
 INTERPERSONAL ROLES: That is the leader of Boots UK must be figure headed that is he
must accomplish ritualistic duties like going on employees weeding, going out with
important clients on lunch etc. Must possess leadership qualities that are he must motivate
the workers, take responsibility on his shoulders for the work of team members etc. Must
act as Liaison for Boots UK that makes contacts from outside world, go as representative in
the trade organization.
 INFORMATIONAL ROLES: The leader must monitor the happening outside the world that is
must scan the business environment and gather new information. The leader of Boots UK
must be disseminator that is must pass on the gathered information to his juniors directly
(Shafritz, et al. 2015). Also, the leader of Boots UK must act as spokesperson for the
company that is he should share information with individual outside the company. Such as
giving presentations about the new product line of Boots UK or the modifications in the
product to the suppliers etc.
 DECISIONAL ROLES: The leader should act as an entrepreneur that is must make an effort in
improving the project and properly initiate it. The leader must be disturbance handler when
any such situation arises in Boots UK that is he must respond to unfavourable
circumstances like forthcoming the strike, s suppliers defaulting on an agreement etc. (Pigé,
2017). A leader of Boots UK must act as resource allocator so that he can decide easily who
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gets what. Lastly, must be negotiator obligating the organizational resources in actual rime
with wider details.
As there are several management theories as well as classical management theory, a
behavioural theory of management, contingency theory of management, Chaos theory of
management etc. Among the above, all the manager of Boots UK applies a behavioural theory
of management in which they understand the employee's capabilities of work and this theory
pays more stress on understanding the behaviour of the employees like encouragement,
conflict, anticipations that helps in enhancing the work quality of the workers in Boots UK.
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LO2
P2 EXAMINE EXAMPLES OF HOW THE ROLE OF A LEADER AND THE FUNCTION
OF A MANAGER APPLY IN DIFFERENT SITUATIONAL CONTEXTS
The organizational situation is mainly of three types those are a Stable situation or in a Slow-to-
moderate changing situation, or in a Fast-changing situation under which a company works in
accordance to the situation (Katz, et al. 2017). The roles of leaders and functions of manager
support the operating of the organization in order to work in the direction of achieving aims
and objectives of the company. Boots UK is recently suffering from the situation where there is
high cost of drugs, raw materials and high cost of transportation and under such conditions is
fast changing situation for which the managers of the Boots UK have to plan and implement
such strategies that help in managing the inflation is cost and improving the sales of the
company and the leaders of the company has to make efforts to increase the potential of the
employees by explaining them the urgency of the situation.
From the several theories of management, the theory adopted by the manager of Boots UK is a
contemporary theory of management. In this, the manager of the Boots UK develops the
strategies that help to deal with increased cost of raw materials by choosing appropriate
suppliers (Grant, 2016). Whereas, the leaders of the Boots UK utilizes their skills to encourage
the employees to use advanced technologies so that the cost of production can be reduced.
Classic management theory is also used when there is a stable situation in Boots UK when there
is a stable working condition in the company the managers of the company develops the
policies that help in improving the production rate and hence increasing the profitability of the
organization. Whereas the leaders of the company use a participative style where an input from
both the employees and the managers are taken in the decision making for minimizing the cost
and enhancing the production.
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Lastly, for the slow changes situation, the contingency theory can be applied under which the
chances are made in accordance with the situation. In this, the leaders play a significant role in
influencing the workers to bring alterations in the functioning so that the changes in the
marketplace can be overcome (Bratton and Gold, 2017). While the manager of Boots UK can
directly bring the changes in the functional activities so that the inflation the rates of raw
materials or changes in the marketplace can be managed by the change of policies within the
organization.
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P3 APPLY DIFFERENT THEORIES AND MODELS OF APPROACH, INCLUDING
SITUATIONAL LEADERSHIP, SYSTEMS LEADERSHIP AND CONTINGENCY
SITUATIONAL LEADERSHIP: It is the type of leadership under which based upon the proficiency
as well as capabilities of the workers for whom the leader is being appointed in order to
manage the employees so that they can complete the assigned activity (McCleskey, 2014). The
functional management of Boots UK majorly adopts such type of leadership as in this type of
leadership the leaders are highly flexible and chooses to tackle variable situations in varying
ways. As it is noted in the recent scenario Boots UK is facing high costs issues in transportation,
raw materials and to manage such situation situational leadership can best help the company
to manage the entire situation.
SYSTEM LEADERSHIP: The approach of system leadership in Boots UK is adopted when the
leaders have the complete command of managing the employee’s performance and also
consulting the condition of Boots UK and ask the workers to work in accordance to the current
situation of the company and its needs (Senge, et al. 2015). For example, Boots UK requires
making changes in its functioning and executes those tactics for fulfilling its needs and let the
workers of operational department enhance its activities in improving its work performance in
the concerned area.
CONTINGENCY THEORY: Under the contingency theory it is stated that there is no one such
approach of leading and the leadership style must be less based on personal traits and more on
the certain type of situation, which implies that there are some employees who perform at the
maximum extinct at some situations while their performance minimizes when taken out of
there element (Fiedler, 2015).
The operational management has a significant role in resolving the issues that are held when
the company is in its functioning condition by discussing every step with the workers and
preparing the workers in order to finish the task allocated to them with full efficiency. The
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management of Boots UK by objective approach can develop engorgement among the workers
as they feel that they hold some value in the company and this supports in bringing efficiency in
their work performance. The other theory such as Chaos theory is majorly concerned with the
alterations those must prevail within the marketplace and the managers as well as leaders react
to the changes in accordance and by making efforts to work in the appropriate direction.
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M2 ASSESS AND EVALUATE THE STRENGTHS AND WEAKNESSES OF
DIFFERENT APPROACHES TO SITUATIONS WITHIN THE WORK ENVIRONMENT
Here are the weakness and strength of the variable approaches to situations within the work
atmosphere of Boots UK:
STRENGTHS OF SITUATIONAL LEADERSHIP MODEL
 The environment of the team rests comfortable as well as efficient as it supports in creating
an improved team unity.
 It improves the awareness as the workers more closely monitor the condition so that they
the type of leadership is to be applied are understood.
 This leadership approach is feasible and instinctive in functioning as there is a reversal of
roles especially at the time of decision making (Chemers, 2014).
WEAKNESS
 As such leadership is mainly concerned with recent scenario hence it majorly emphasizes
the short term tactics making.
 As the different situations have interconnection and are interlinked to each other there are
more likely chances of misunderstanding among the employees.
 Less knowledge of the differences in demographic factors is the employees are
inexperienced and are not used to it.
STRENGTHS OF SYSTEM LEADERSHIP MODEL
 It helps in clearing understanding the thoughts and the complexity related to it that helps in
developing a proper framework to draft useful ideas.
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 It mainly concentrates on attaining the individual and overall aims and objectives of the
organization.
 It is dynamic as well as adaptive in nature.
 It supports in improving the capabilities of the organization to deal with changes in the
marketplace.
 It ensures a uniform decision making so that no particular domain is given privileged
treatment.
WEAKNESS
 The approach is not always practical and results in the delay in the process of decision
making (Gill, et al. 2018).
 It is usually not useful for smaller companies as the approach assumes that most of the
companies are large, complex with open systems.
 The nature of interdependence is not distinct.
STRENGTHS OF CONTINGENCY LEADERSHIP MODEL
 This theory of leadership provides the data on the leadership approach that helps the
company to develop the profile of leadership so that the human resource can be planned
effectively.
 It helps to alter the roles of employees so that the needs of a given task can be
accomplished with immediate effects.
 It motivates the workers as they receive the due respect form the company and they had a
feeling that they are being valued in the organization (Villoria, 2016).
WEAKNESS
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 Less creativity in this style of leadership as the main concern is on the normal working
mode.
 There is lack of discipline that leads to delay in work and pressure on the organization.
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LO3
P4 EXPLAIN THE KEY APPROACHES TO OPERATIONS MANAGEMENT AND THE
ROLE THAT LEADERS AND MANAGERS PLAY
The term Operational Management explains the methods that are used to use the resources
within the organization in an efficient way. The main functions of this include enhancement in
productivity of the organization by using minimum resources. This approach also includes the
actions that convert raw products into final goods and services. The different approaches of the
operations management are as follows:
 TOTAL QUALITY MANAGEMENT: The term TQM is defined as the act of supervising all the
activities and the tasks in order to manage a required level of quality which involves
developing and executing quality planning, guarantee along with control over quality and
improvement (Dale, 2015). There are mainly seven main principles of TQM those are
consumer focus, an involvement of individual, constant improvement, strong leadership,
systematic approach to management, realistic approach in order to make the decision,
mutually benefitted supplier relation. The role of leaders in the TQM in Boots UK is to make
sure that there are efficient involvement and use of the complete human capital of a
company and to implement performance capacity for the processes in Boots UK. Whereas
the role of managers in maintaining TQM in Boots UK is to treat the suppliers of the
company as business partners, to make sure that the business has constant growth and
improvement in its functioning as well as other processes.
 JUST IN TIME INVENTORY: Just in time inventory is termed as a tactics that is adopted in
order to increase the working efficiency and minimize wastes by receiving the products only
at the time when it is required in the in the process of production so that it helps in
decreasing the cost involved in inventory (Lai and Cheng, 2016.). This just in time inventory
helps Boots UK in its operation management by minimizing the space for storage as the
goods are only called up when they are needed, hence saving a huge amount of monetary.
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The role of a manager in the Just in time approach in Boots UK is to order the required
goods to the dealers in the needed time check the requirements of the goods and then
order it accordingly. The role of leaders in Boots UK in order to manage just in time
management is to observe and keep constant check in the working of equipment's that are
being used in the manufacturing of medicines, to ensure that there is a proper use of goods
bought and there is a minimum waste being obtained.
 SIX SIGMA: The approach of six sigma is explained as the process that is disciplined in
nature and uses a data-driven method and is used to eliminate defects that are observed in
any process like production to transactional or any other working. By the use of six sigma
method in its operational method companies such as Boots UK can attain high customer
satisfaction as it reduces defects and enhances sales returns (Does and Mast, 2015.). The
role of the leaders in this approach is to organize training for the six sigma process, to
communicate on the significance of the six sigma approach, involving the employees to
participate in this approach. The role of managers includes the involvement of six sigma
process in the goals and objectives so that it can help in saving the cost. The mangers of
Boots UK must provide support to the workers and also must provide a review to the higher
most management of the company.
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P5 EXPLAIN THE IMPORTANCE AND VALUE OF OPERATIONS MANAGEMENT IN
ACHIEVING BUSINESS OBJECTIVES
The process of operation management includes supervising, designing, managing the
production process and later redesigning the operational activities of the business at the time
of producing the products and services (Heizer, 2016). The main business objectives of the
Boots UK is to improve its sales, increases the profits, satisfy the consumers, sustain in the
market and ensure growth. The operation management plays a significant role in Boots UK and
has major importance such as:
 It impacts on the effectiveness of the products and services that the company manufactures
that helps in gaining profits.
 The operation management helps in utilizing the resources in a defined manner so that
there is no waste left and the products produced accomplished the requirement of the
target market (Kerzner and Kerzner, 2017.).
 The operation management is important in maintaining the areas related to products and
services such as managing the speed, pricing, quality as well as feasibility of the same. It is
important in keeping the relationship with the supplier strong so that it assures the supply
of required raw materials on time.
 The raw materials are transformed into the end product and that too within in low cost.
THE OBJECTIVES OF BOOTS UK INCLUDES:
 To produce quality medicines keeping in mind the health of people.
 To gain high customer services.
 To attain competitive advantage in the marketplace.
 To ensure the sustainability of the business.
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M3 EVALUATE HOW LEADERS AND MANAGERS CAN IMPROVE THE
EFFICIENCIES OF OPERATIONAL MANAGEMENT TO SUCCESSFULLY MEET THE
BUSINESS OBJECTIVES OF BOOTS UK
The leaders of the Boots UK can improve the operational efficiency of the operational
management so that the company can successfully fulfil the aims and goals of the business
using the steps explained below:
 Empowering remote workers to work in a productive manner so that highest level outputs
can be gained.
 Leaders must eliminate the not needed hierarchical authorities that are noticed in the lower
levels of Boots UK so that the leaders can directly interact with the workers about the aims
and objectives of the company. This helps in developing a positive feeling among the
employees that help to enhance the effectiveness of the operational management of Boots
UK (Laudon and Laudon, 2016.).
A similar manager is also the one who helps in enhancing the efficiency of the operational
management of Boots UK and this can be done by following the given steps:
 The mangers of Boots UK must enhance its collaboration it is the most significant tool
that helps in improving the operations management as it focuses on enhancing
teamwork among the workers that build up understanding and results in healthy working
as workers assist each other (Certo, 2015).
 Another tool that can be used by the mangers of Boots UK is providing incentives to the
employees and this approach must be followed in every organization as it acts as
motivators to the employees that improves there working efficiency that automatically
results in there an improvement in operation management efficiency of boots UK.
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LO4
P6 ASSESS THE FACTORS WITHIN THE BUSINESS ENVIRONMENT THAT
IMPACT UPON OPERATIONAL MANAGEMENT AND DECISION-MAKING BY
LEADERS AND MANAGERS
Boots UK performs its business activities where the business environment has face new
competition regularly and so to attain competitive advantage within the marketplace it is
necessary for an organization to execute a higher position in the market. Hence the manager
and leaders of Boots UK have an essential importance in managing the corporate social
responsibility.
The CSR activities in Boots UK are influenced by the relationship among the roles of the leaders
and the functions of the manager. The managers have the responsibility of selecting the policies
and then developing such tactics that help in impacting on the CSR activities of the Boots UK
towards the society (Schwartz, 2017). Those policies that are developed by the manager of
Boots UK include environment protection, ensuring high satisfaction of customers, providing
premium quality products at less cost. On the other hand, the leaders of Boots UK make sure
that all the devised policies, as well as strategies, are appropriately conveyed to each and every
staff member. Also later they encourage the employees to work hard in accordance and provide
the desired output. The major responsibility of the leader is to assure that everyone is assigned
with their respective responsibility and much knows clearly the expectations of the company
and then they must be provided with required training in order to attain the aims and
objectives Boots UK (Carroll, 2015). The CSR policies impact on the decision making the process
of Boots UK as the standards of the CSR policy tends to develop the policies by concerning the
ethical aspects and the factors those are advantageous for the stakeholders. Also at the time of
decision-making process values are provided huge significance as those values of the individual
in a specific place supports the managers of the company to take decisions in accordance. The
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leaders of the company pay attention to creating an appropriate culture so that each employee
is given an equal platform to show their talents and prove that Boots UK does not promote to
any ethical or cultural discrimination.
The factors those are responsible for affecting the operational management decision making
the process of the leaders and the managers consist of the efficiency of the staff on which the
style of leadership mainly depends. The way the employees are performing their work is the
chief aspect in successfully running the operation management of Boots UK that includes
approaches such as just in time inventory, lean production, TQM, six sigma etc.
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M4 ANALYZE HOW THE RELATIONSHIP BETWEEN LEADERSHIP AND
MANAGEMENT AFFECTS THE BUSINESS ENVIRONMENT AND WIDER
COMMUNITY OF YOUR BOOTS the UK
The business has a major influence of the CSR policies those are used by the organizations as it
supports in enhancing the brand image of the organization and helps to promote the
organization as socially active and responsible company which is the major apprehension of all
the shareholders. Any successful organization cannot conduct its business activities in an
effective manner if there are no strong relationships between the management and the
leadership. The relationship among leaders helps in making the business environment positive
and workable that also impacts positively on the business activities of Boots UK. The
relationship between management and the leadership helps in giving direction as well as
guidance for the future and develops a business environment that promotes growth or
obliteration that is based on the leadership style and the management of Boots UK. Here are
few factors that depict the way managers and leaders affect the business environment:
 Managers try to control the workers while the leaders inspire them.
 The managers make the workers administrate while the leaders make efforts in making
them innovative.
 The managers concentrate on short-term goals while the leaders believe in planning for
long-term goals (Bolman and Deal, 2017.).
 The leaders help the employees to understand what they have to do while managers define
them how and when to do.
When working together both leaders and managers can be proved effective for the business
environment of Boots UK as they together fulfil all the loopholes that can impact negatively on
the business activities of the company. The working hand in hand so that the company can
work according to its values (Boies, et al. 2015). This is the reason that Boots UK is one of the
most renowned company in pharmacy and have gained customers satisfaction and improved its
22

brand image and the leaders and managers of the company have performed in exceptionally
well manner.
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CONCLUSION
This assignment concludes with the several aspects those are linked with the management and
operations of Boots UK. This report explains the roles that managers and leaders play in an
organization and difference among the both. Furthermore, this assignment analyses about the
different types of leadership such as system leadership, contingency leadership and situational
leadership in context to Boots UK. Also, here discussion on the importance of operation
management in attaining the business goals along with its impact on the decision making of
leaders and managers is discussed.
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