Table of Contents INTRODUCTION...........................................................................................................................1 LO 1.................................................................................................................................................1 1. Role of a leader and function of a manager........................................................................1 2. Leadership and management function................................................................................2 4.Job of the executives..........................................................................................................3 5. Leadership trait theory and two leadership style................................................................4 6. Breaking down Hard administration aptitudes and delicate authority...............................7 Conclusion..............................................................................................................................7 LO 2.................................................................................................................................................8 1. An overview of Barclays Bank...........................................................................................8 2. An explanation of the operation department and discussion of the management team.....8 3. Discussion of the background of the management team....................................................9 4. Strength and weakness.......................................................................................................9 5. Three jobs and obligations of the administration in the association................................10 LO 3...............................................................................................................................................11 8. An assessment of what the term Quality methods and the four expenses of value for directors in accomplishing business targets.........................................................................11 9. Total quality management and role of the administrator in this approach.......................11 10. JIT concept and waste diminution..................................................................................12 11. Capacity management in operations...............................................................................13 Summarisation......................................................................................................................14 LO 4...............................................................................................................................................14 6. Job of pioneer and capacity of supervisor implement in various situational context in Barclays Bank.......................................................................................................................14 7. Assessment of the approach of leadership style...............................................................15 8. Transformation process in Barclays Bank........................................................................16 9. Impact of two adjustment for Capacity Management......................................................16 10. Suggestion for improvement in future............................................................................17 CONCLUSION..............................................................................................................................18
INTRODUCTION Management operation is an integral component in the business organisation that helps the company utilising the resources to achieve objectives and goals by properly manage the human resource and operational activity. Both are essential part in management and overall operation of the company. The selected organisation for the report is Barclays Bank. The study aims to evaluatemanager's functionandleader's rolein the bank. Under the aim various theories and concept will utilise and implement in the company to manage and lead people at the workplace. The study will also analyseutilizationof operation management and factors that affect directly or indirectly to the environment of businessand will showcasesknowledgeof the interrelationshipbetween management and leadership in thebusiness surroundingwhich is contemporary. LO 1 1. Role of a leader and function of a manager Leadership The term leadership refers to an individuals ability to lead group members towards an objective or goal of an organisation (Pardey, 2016). In leadership, the responsibility of a leader is to develop a vision which is clear and direct thesubordinates in the companyto achieve a set vision. An effective leader is an individual who does the following : Leader develops vision that is inspiring for the future Motivate and inspire individualsfor getting engaging with that vision. Delivers the vision to the organization. Coaches and develops a team, so that it is more effective at achieving the vision. Management Management refers to the act of arranging, managing and coordinating various activities of the industry in order to accomplish the mission, objective and vision. The responsibility of the manager is to manage operational function and other resources as well as people effectively that contribute effectively to the bank's development(What's The Difference Between Leadership and Management,2019). 1
2. Leadership and management function The function of leader and manager in the Barclays aims to operate proper function in the bank. It has been expressed by Kotter that as a rule the executives focus on creating request withrespectformsinBarclaysBank(Kotterandet.al.,2016).Thenagain,initiative concentrated on contemplated changes with their vision. Besides, pioneers have characteristics of supervisors that is advantageous so as to set new way and bearing according to the vision. Aside from this, supervisor of Barclays Bank don't contemplated pioneers characteristics to work and maintain the business tasks(What's The Difference Between Leadership and Management,2019). 3. Management by objectives TheMBO can be refers to the action management approach under which the balance is seen to be sought between the objectives of organisation and employees. The essence of peter ducker’s basic principles: MBO is for determining joint objectives and for providing feedback on the outcomes. 2 Illustration1: Leadership vs. Management
4.Job of the executives The executive's role hypothesis considered by H. Mintzberg in following thought: Informationalrole:Informationalrolesthinkaboutscreen,scatteringandtalked individual. Screen is first administrative job in enlightening classification which include following changes in field of association. Scattering thought about that it isn't great to take educational from a few sources. Data just considered with just applicable sources. Talked individual is head of entire group which thought about size which is illustrative of entire group (Bolden, 2016). Interpersonal or relational role: Interpersonal roleRelational job: Interpersonal job hypothesis of the executives considered with three significant perspectives, for example, contact, pioneer and nonentity. Nonentity is one of the significant jobs of pioneer which show basic perspective for entire gathering. Another relational job, which characterize that administrator needs to lead individuals with the goal that they can charge of controlling towards explicit objective in Barclays Bank (Gatenby and et. al., 2015). Contact is last job which exhibit relational class which going about as a contact which alludes that the administrator is effectively interfacing. 3 Illustration1: Manager's Role
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Decisional roles: Decision roles incorporates a few components, for example, Negotiator, Resource allocator, unsettling influence handler an entrepreneur. In Barclays Bank, here and there chief seek after their capacities with the goal that they can run creative perspectives (Larson and Gray, 2017) 5. Leadership trait theory and two leadership style The theory is trait is quality apparently bases on the attributes of a leader. This theory depends on the characteristics and qualities of pioneers that lead to their adequacy however neglects to build up the attributes. This theory is most appropriate for Barclays Bank. Under this theory following are the two style of authority; Autocratic administration Totalitarian administration is alluding to an old style of initiative in which complete specialist set apart by pioneers over the association. This sort of initiative style embraced by the administration in the organization and in the basic leadership it includes just one single administrative individual (Thorpe, 2016). For instance; Steve Jobs, CEO of the Apple company was a great leader. They were known fortheirautocraticleadershipstyle.Inhis initiativestylehegatherednexttozero contribution from the colleagues and settle on choices in all respects rapidly that enabled him to react to the progressions snappier in the businessenvironment.Inhisadministration style he gathered practically no contribution from the colleagues and settle on choices in all respectsrapidlythatenabledhimtoreacttotheprogressionsspeedierinthebusiness environment.In his authority style he gathered almost no contribution from the colleagues and settle on choices in all respects rapidly that enabled him to react to the progressions faster in the business condition. Characterized by the individual control over each and every decision and 4
tends to provide expectations which are clear for the tasks that needs to be done, when the needs to be done and how they should be done. It has been analysed that Apple survive because Steve Jobs learned how to manage the team by autocratic leadership style. Under the style, Steve was the one person who pulls all the string and who determined all the decisions on strategic level and other employees were in their control. The autocratic advantage is that it tends to permit a decision-making that is quick and the democratic advantage is that it provides the job satisfaction of the employees. On the other hand,dictatorial is that it prompts dissatisfaction, low assurance among the representatives and the weakness of popularity based is tedious and result in deferral in basic leadership. He mentioned three pillars in the autocratic leadership style; Discipline, Preparation and Victory. Steve jobs is seen to be having an eye which is meticulous for detail and he surrounded himself with the kind of people which can follow his lead, and enjoy to challenge the limits of the employees (Bolden, 2016) Democratic leadership ItalsocalledJustauthoritythat additionally alludes to participative style of initiative. In popularity based style pioneers include representatives in the basic leadership and enable them to put their musings and thoughts. Be that as it may,thelastchoiceismadebythe pioneer as it were. 5
An extremely ideal case of the democratic style is Sir Richard Branson, organizer of Virgin Group. This alludes to a very intuitive leadership style and he centrers around make his representatives feel roused, great and engaged to accomplish the authoritative destinations.He believes that one can be successful alone so democracy is essential. Thus, his leadership style concern with the care of his employees and seek views and opinion from the other people working around him. The core value of Richard Branson is always to listen what other people say (Nguyen and et. al., 2017). However, the final decision made by him only but the act of listening and taking their views and ideas in consideration make the employee feel valued and encouraged. Laissez-faire leadership/Free enterprise authority This kind of authority is otherwise called free-rule administration. In Laissez-faire authority style, the basic leadership power is totally up-to the subordinates. In this style contribution of pioneers is exceptionally less and the workers can settle on their own choices (What's The Difference Between Leadership and Management,2019).This style is very rarely adopting in the business. This is used when employees are well able to analyse the situation and understand their role and responsibility to achieve the goal. For example; This style has been mostly seen country like India, US where leadership is based on trust and people lead by examples (Gatenby and et. al., 2015). Leadership stylesAdvantageDisadvantage Autocratic Thestyleofferscrisis management which is fast and significant. In this, the decisions are made faster. (Bolden, 2016). Leaders which are autocratic are often micro-managers and tends to lack an accountability in their structures 6
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Democratic StrongTeamsareBuiltby Democratic Leaders Provide Solution for Complex issues Time Consuming Can be Uncertain Laissez-faire Helps to understands the needs of their team Assist a team to become more innovativeandimprove morale(Macdonald,Burkeand Stewart, 2017) maynotprovideenough guidance about role awareness may create lack of cohesiveness 6.Breaking down Hard administration aptitudes and delicate authority Hard management skills:Hard skills refers to the set of special skills that are acquired through learning and practice of years. These skills are tangible, easily visible and well defined (Kotter and et. al., 2016).Individuals should have accounting skills, statistics skills, staffing and scheduling, etc. Management of Barclays Bank should have necessary hard skills such as technical skills that drive the business through digital technology effectively. Soft management skills:Soft skill are the set of traits and skills that can be learnt by the individual on their own.Individuals required soft skills should have proper communication skills, motivation skills, time management skills, etc. Leadership in Barclays Bank should have necessary soft skills such as communication skills to motivate and lead people that drive their performance. Conclusion From the above study it has been evaluated that leadership and management both are essential part of the industry and according to the organisational structure and culture, leaders select one best suitable style for leading people. All the leadership style have some advantages as well as disadvantages.According to the assessment, it has been assessed that leaders is capable to help the certainty of the staff. Manager is in charge of dealing with all the key division of the bank and leader is in charge of managing, driving and guiding the supporters with plan to improvise their abilities and information.Along with it, it also has been identified that 7
management is refers to the hard skills that are tangible and easily visible and leadership skills can be refers to the soft skills that are intangible. Role of management generally categorised in three parts in the industry such as; Interpersonal role, decisional role and informational role. LO 2 1. An overview of Barclays Bank Barclays Plc is a British multinational financial services industry and investment bank. It is headquartered in London (Nguyen and et. al., 2017). The key operations of the bank are organisedwithintwobusinesscluster;richesandventuretheexecutives,corporateand speculation banking and Retail and business banking.Barclays utilise a wide range of strategies and take decisions regarding day to day operations. In the day to day activities, manager is responsible for making effective decisions regarding the services by developing effective planning.Keyoperationsinvolveinventorymanagementandqualitymanagementinthe industry.Also, the executives have capacities to plan and set methodology which helps to depict in general adequacy in the bank. On the other hand, authority comprise Function to build up course and setting techniques in affirmative thought. Moreover, the board thought about capacity of staffing that aides in the picked enterprise to select correct individuals inside the association (Larson and Gray, 2017). As contrast with this, in initiative capacity reasoned to task being straightforward so they can stimulate else individuals as well. Accordingly, in such manner, bearing can be effectively settled and urge individuals to tail them in Bank. 2. An explanation of the operation department and discussion of the management team There are various department in the Barclays Bank such as; retail department, wealth management, cash management, electronic banking department, mortgage banking department (Pardey, 2016). Cash management department ensure that company have enough liquid assets. The electronic banking department set-up and maintenance of the online financial transactions of Barclays BankOperation management and team of Barclays bank involved some functions like account opening and follow up all the details that are being provided by its customers. This operation department and management team of this bank pay of all receipts on the time and demand. It also includes processing activities like reconciliation, any type of query processing, 8
statement processing etc. Barclays offers everyday services toclients and merchandising and all the small to medium sized enterprises that are based in the UK. Its members of management team and operation department provides expertise in digital and mobile technology, innovation, global experience and so many other services with the help of technology colleagues and department. It also focuses on collaboration internally as well as externally in order to implement solutions & unique designs with the main aim of satisfying needs and demands of its customers, colleagues and clients. Strategy of operation department is to deliver strong returns with global reach. This strong strategy makes employees and customers ensure that it isflexible over the monetary cycle by being broadened in its business just as in its geographic impression 3. Discussion of the background of the management team Management team can be refers to the group of a number of individuals that operates in the company at higher level and have daily responsibility of managing business function as well as other people in the companion.For example; In the operation department of Barclays Bank, the management team developed and accountable by the board of directors of the industry (Amanchukwu, Stanle and Ololube, 2015). The management team manage all the activities in the specific departments. The main work and function is to handle and render direct as well as indirect services of this bank to its numerous customers. 4. Strength and weakness The strength of this approach includes the effectiveness and ability to link the strategy of organisation with the behaviour of employees that enhance the chances of acceptance by the staff (Riggio, 2017). The weakness is that it is difficult to observe or measure that the behaviour is changing by the specific situation and this approach may not suitable for every situation in the bank (Bolden, 2016). Contingency approach:This approach is based on the statement or concept that state that there is no one best way to manage the people or operation in the industry (Gatenby and et. al., 2015). For every specific situation there is a set of circumstances that determines manager that how situation should they can deal. In the crisis situation the management implement this approach and focuses on effective methods for the resultant of the operation and improving the image of the organisation in the market. 9
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Strength and weakness As there is no single management style therefore it remains an excitement in the staff related with the selection of the best possible management style rather than following the same. The weakness of the approach is that it tends to emphasize the short term strategy as it is concerned with the current scenario (Larson and Gray, 2017). 5.Three jobs and obligations of the administration in the association Theadministrationin Barclays Bank has various responsibility and roles that ensure by the manager. Managing and supervising the staff This is the primary task of the bank and the manager is responsible to supervise and lead the banking staff. For the specific purpose there are various styles and approaches implemented by the manager for effectively doing their duties (Rhine, 2018). Employees required proper supervision of the senior so that they can effectively do their job. Along with it, the management is responsible to provide training, coaching, development and motivation to the workforce according to their skills and knowledge. Monitoring sales target The management of Barclays manage the budget and allocate the funds appropriately. The manager give target to the employees and the management monitor the sales target. Management alsoregulates all the exchange reports and guarantees that a high level of precision is kept up by the bank. The main aim of monitoring the sales target help the management to manage the operational activity and performance of the employees (Riggio, 2017). Providing consumers services The management develop and promote services and goods to the consumers. The management ensures that employees provide a high degree of banking services to consumers (Rhine, 2018). The final aim of the organisation is consumer satisfaction and fulfilling the objective is responsible by the management by developing strategies. 10
LO 3 8.An assessment of what the term Quality methods and the four expenses of value for directors in accomplishing business targets The term quality refers to the perception of the extent to which the service or goods meet the expectations of the potential consumers (Larson and Gray, 2017). Manager is responsible to maintain the quality so that they can achieve business objective. There are four cost of quality; Avoidance cost-This cost help the manager to prevent products and services from poor quality. For example; quality planning, process review, new product review, survey, etc. manager of Barclay bank can practice process review that help the industry to manage the quality of services and can be change within each process that help the industry to deliver quality services to the consumers. Appraisal cost-This cost incurred to identify the degree of conformance to various quality requirement. For example; service and process audit, inspection, testing, etc.Manager of Barclay Bank utilise the appraisal cost by auditing each and every processes that enable them to drive the performance of the industry. Internal failure cost-This cost associated with defects that found before products and services reviewed by consumers. For example; re-testing, material downgrades, scrap, etc. Manager is required to analyse what is the failure element within the bank and should develop the strategies accordingly to meet the business objective. External failure cost-This cost is associated with defects that found after products and services received by consumers. For example; product recalls, consumer complaints, etc. 9.Total quality management and role of the administrator in this approach TQM can be characterized as the demonstration of managing every task and undertaking that ideal to keep up an ideal level of greatness that incorporates creates and actualizes quality arranging and guarantee quality control (Amanchukwu, Stanley and Ololube, 2015). This methodology centres around the betterment of value and execution in every one of the offices, capacities and procedure in the organization that assist the administration to guarantee to give quality administrations and items that assist in satisfying customer desires. For instance; Barclays utilize this methodology in the enterprise to amend the inward procedure to maintain quality with the point of customer fulfilment. The job of director in this methodology are; 11
The job of administrator in this methodology is to act a facilitator in the business condition. The administrator is in charge of help the representatives in executing the methodology and to choose the perfect person who can fill in as a line director. Director start and actualize TQM programs and guarantee ceaseless improvement of the business and the creation procedure (Bolden, 2016). 10. JIT concept and waste diminution Just-in-Time approach is a typical stock administration system that is utilized by Barclays Bank. The fundamental motivation behind the association to actualize this methodology is to diminish or dispose of waste in all the operational exercises in the business. The upside of this methodology is that it limits the generation procedure and framework time(Gatenby and et. al., 2015). There are many benefits of this approach in the industry, for example; It reducessquander by changing the operational arrangement of getting merchandise.Association utilizes this methodology in task the executives as it diminishes the waste, diminishes the expenses and builds the efficiency which all outcomes into increment in the increases of the Barclays Bank. It 12 Illustration1: Total Quality Management
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kills those assetswhich don't add to the estimation of the administration. Its utilization in the organization has brought about the quality administrations to the clients at diminished expense with negligible waste. By executing this the bank gets merchandise when they are required in the creation procedure. The chief assumes a basic job in this methodology; Administrator is in charge of request the correct number of items in the wake of deciding and dissecting the interest. To keep up great connection with provider and request items at the correct time. 11. Capacity management in operations The key to fast and efficient customer service in the service industry is the dynamic and correct matching of demand and capacity. The essential step is to separate the factory like transactions of banks which are less or more standardized for example withdrawals, check encashment, check deposits, loan application etc.Limit the board is worried about coordinating the limit of the working framework and the interest arranged on that frameworkand the demand situated on that system and consists decision making on activities related to analysing, planning and optimising capacity for satisfyingrequest in a convenient way and at a sensible expense. In service operations, capacity management is mostly concerned with creating a balance in the capacity of the service delivery system and the demand from customers for minimizing customer waiting time to ignore idle capacity. For example; In Barclays bank service delivery quality such as the ISO 9000 series of standards can be unlisted for managing the service delivery quality. Compliance in relation to these standards suggests that companies needs to have reliable and effective management systems in place for ensuring a consistent level of service. With the banking industry organisations, job standardization that leads to the development of routines that are very clear and simple. Generally, the existence of human communications or interactions makes standardization of services difficult as behaviour of humans is highly variable. It is defined as an act of ensuring the industry to maximise the activities of its potential production output and activities.Industry amplify their potential exercises and creation yield under every circumstances. It quantifies the amount The enterprise can accomplish, develop and sell inside the granted time-frame (Larson and Gray, 2017). The primary technique is gathering the vital data and discover the limit that is now accessible in the operational procedure. Supervisor distinguish Mismatches between the limit required and create optional designs for defeating any mismatches. The last strategy is to think about the accessible arrangement and execute the best 13
one. The three techniques are chief can alter for limit the executives in activities; The supervisor make two modification under the alteration procedure of limit the executives; Territorial use rights, bunch angling rights (Macdonald, Burke and Stewart, 2017). Elements of capacity planning Number of employees required Frontline employees Back end employees Space required Customer space Operational space Size of the branch Frontline space Back end space Security necessities Extra room prerequisites Necessities of significant worth included administration based the status of the bank Summarisation Pioneers and chiefs are a fundamental piece of the business' fruitful advancement, development and activities. Administrators and pioneers have positive effect on the organization in forming the hierarchical culture. It also has been evaluated that various approaches like; TQM and JIT approach is beneficial and is required by the company to implement in their operations to provide high quality products and services. LO 4 6.Job of pioneer and capacity of supervisor implement invarious situational context in Barclays Bank Barclays faced a situation of crisis in the organisation. The crisis was develop due to accusation of violating international money laundering in March 2009. In the specific situation, employeesweredemotivatedandthesituationdowntheirmorale(Storey,2016).The organisation also facing issues regarding the growth and profitability and it appeared difficult for the bank to maintain better competitive advantages and image in the market. The crisis affects 14
the customer base and the operational activities also. In this situation function of the manager here is to organisation in harmony. For example; manager of Barclays ensure that flow of communication is effective between the staff. This will ensure that there is no confusion and they can make decision regarding solving the problem and to achieve set growths. Also, manager and leader motivate the staff so the situation do not get worse (Thorpe, 2016). In this situation role of management in the Barclays bank is to manage the situation and the reputation of the organisation. For that purpose, management implement some theories and models of management approaches to handle the condition and the workforce. Behavioural approach:By applying this approach, management of the company being concerned with each and every individuals in the bank. As the individual got demotivated after the down image of the company in the market. The management motivate them and ensure that their needs are getting fulfilled. Under this approach management take decisions according to the behaviour of employees in the situational context (Amanchukwu, Stanley and Ololube, 2015). 7.Assessment of the approach of leadership style The situation in the bank influence the manager to adopt various leadership style to manage the situation. But in the crisis situation manager of the bank adopts the following style of leadership; Transformational leadership By adopting and implementing this leadership style, manager of Barclays Bank able to encourage the members in the company to a high standard. This style of leadership is beneficial in different situations faced by the organisation (Macdonald, Burke and Stewart, 2017). In Barclays bank this is often the most effective leadership style to use by the manager in the crisis situation. By this style manager set the clear goals in front of the staff so that they have good conflict resolution skills. 15
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8. Transformation process in Barclays Bank Transformational process is referring to any activity that take one or more inputs, transform and add value to them. It also provides the output to the consumer or client. This the process of converting input that is raw material to the output that is final product. The transformation process of Barclays bank in retail sector is to attract people for investing their money in the bank and converting the money with the interest and provide it to the investors (Amanchukwu, Stanley and Ololube, 2015). 9. Impact of two adjustment for Capacity Management Adjustment in the methods of capacity management by manager enable the Barclays Bank to mitigate the risk of change and growth, while controlling and optimising the cost of the operations in capacity management.The overall capacity management tends to directly impact the success of the organisation, which makes it important for Barclays to make sure everything is 16 Illustration1: Transformational Leadership
in place as per the needs and requirements. Ensuring this helps the company to reach new growth and developments. The factors which impacts the wider business environment includes customer satisfaction, innovation and competitive advantage (Larson and Gray, 2017). Barclays Bank is need to ensure that their staff is providing quality products that satisfy the need of consumer. It can be done through continuous advantages. The adjustment in capacity management of the company tends to ensure that the organisation is working in order to maintain these factors appropriately. Factors such as customer satisfaction is ensured when appropriate products and services are being made with the quality. In case when customers are not satisfied, it tends to impacts the business growth and overall business environment. It explains the importance of operations management in maintaining a growth-oriented organisational environment. 10. Suggestion for improvement in future Thewholeoperation management in Barclays bank iseffectual to carry through the existing need and objectives, but for the future improvement, management should consider various changes; It is suggested to the authority of the bankto direct resources and concentrate towards the most critical consumer service indicators and metrics. They should manage the proper operation by ensuring the availability of the required resources. Management of the company should set the right and effective measurement to guide continuous improvement in the bank (Riggio, 2017). Barclays Bank should provide proper training and development to their staff to make them able to resolve and handle any future issues or crisis in operational activity. They are also require to establish a proper communication channel through an informal or formal method that enhance employee engagement in the decision making and leaders should motivate them to enhance their productivity through moral support (Amanchukwu, Stanley and Ololube, 2015). 17
CONCLUSION From the present investigation it has been outlined that pioneers and administratorsof Barclays Bank are the key success factor as managers are essential in managing the business through enhancing the strategy for effective communication. Leadership is the practical approach in the Barclays Bank that help in improve the capabilities of the workforce and influence them to attain the desired outcome. The operation management enhance the overall performance of bank through enduring activities that regulates the efforts of marketplace and provide services as per the requirement of the employees. 18
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