Management and Operations Report

This report analyzes the roles of leaders and managers in an organizational context, focusing on the case of Kingfisher Plc. It explores different leadership theories and models, key approaches to operations management, and the impact of business environment factors on operational decisions. The report also analyzes the importance of operational management in achieving business objectives and maximizing profitability.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Roles of leaders and managers with their characteristics in organisation.........................1
TASK 2............................................................................................................................................4
P2 Application of leader's role and manager's functions in different situational contexts.....4
P3 Different theories and models of approach used by organisation.....................................5
TASK 3............................................................................................................................................7
P4 Key approaches to operations management and role of leader and manager...................7
P5 Importance of operational management and its value in Kingfisher Plc..........................9
TASK 4..........................................................................................................................................10
P6 Business environment factors and its impacts on operational management and decision10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Management and operations defines activities and strategies which are framed by
administration to design system and function effectively. It is essential that each organisation
utilises resources; thereby deliver adequate products and services in marketplace in respect to
demands and needs of public. Funds, material and manpower are various components which are
used efficiently, so that appropriate profit is generated by firms. Present report is based on
Kingfisher Plc which is retail store which has headquarter in London. Company offer home
appliances, tools, furnishing things, hardware, garden supplies and plants. This assignment
specifies different roles and characteristics of manager and leader. Both need to function and
conduct duties in respect to situational contexts. Operations management approaches and its
importance and value in accomplishment of business objectives. Besides this, factors within
business environment are acknowledged by executive to make appropriate decisions and
judgements which are beneficial for firm.
TASK 1
P1. Roles of leaders and managers with their characteristics in organisation
Leaders: Leaders have gained ability to influence as well as assist others to follow their
rules. They are like the teachers or instructor who instructs people to work as per guidelines so
that goals build by managers can be achieved in given period of time.
Managers: Managers in a company take responsibility to set achievable target and goals
through performing various functions like forecasting, organisation, co-ordination, training and
evaluation etc. manage all operations and functions of an organisation. Some major functions of
them in a firm are organising, planning, motivating, controlling, leading, and decision-making.
Role of Leaders in Kingfisher Plc
The major role of leaders in Kingfisher Plc is to lead people by motivating and
encouraging them towards goals and objectives of business. They used to extract best out of
employees so that productivity of business as well as of them can be increased. With this
assistance some major roles of leaders in such a large retail stores where thousands of workers
are working can be stated as beneath:
Communication: Through strong communication skills, leaders use to interact with
employees on individual basis in order to know what problems occur with them in carrying out
1

operations. Along with this, to make effective relationship between management and workers,
they used to communicate current objectives, plans as well as diversities of business to them and
provide every kind of information. This would help in generating feeling of equality between
employees.
Strategies: Leaders help managers in implementing and initiating strategies made by
them into workplace in a successful and positive manner so that achievement of business goals
can be obtained.
Policy: In context with employment, diversities in organisational culture and more,
leaders have authority to redirect existing as per current situation of business so that better
outcomes can be achieved.
Difference between roles of managers and leaders with their characteristics
Basis Managers Leaders
Functions
Managers performs various
functions in organisation
among which major duty of
them is to manage entire
activities done by employees
at workplace.
Leaders have responsibility to
give specific direction to
workers and provide guidelines
to them so that they can work
in desired manner.
Skills
They use both managerial and
leadership skills in order to
handle problems at workplace.
In addition to this, they give
their loyalty and time to
business to hold own position.
They haven't gain any
organisational skills but creates
vision to unite workers in a
company. They adopt
leadership style according to
situation occur at workplace
and solve problems occur with
employees in carry out their
operations.
Working
They build policies and
strategies as per demand of
business.
They implement policies made
by managers into workplace
and try to convince people to
2

work accordingly.
Role Role of managers are reactive
in nature
Role of leaders are proactive in
nature.
Motive They bring stability in
business.
They used to bring change in
business.
Characteristics
Communication skills Manager has good interaction
ability which helps them to
provide appropriate
information to members about
duties and targets require to be
accomplished by them.
Leader provides instruction
and guidance to subordinates
in respect to tasks assigned by
management.
Interpersonal ability Manager frame strategies and
coordinate members to work in
team and accomplish targets
and objectives within defined
time.
Leader constructs and
maintains relations with
employees which help them to
retain skilled and competent
people for longer time.
Similarity between leader and manager:
Basis Leader Manager
Functions Leader are close to employees
which help them to work
together and attain success for
business.
Manager coordinate and make
subordinates work in team,
which benefit them to perform
tasks effectively.
3

Role Leader responsibility is to
build friendly bond with staff
to acknowledge issues and
conflicts faced, thereby
provide adequate solutions.
Manager duty is to formulate
strategies and provide duties
and targets to members in
according to their skills and
knowledge.
Characteristics Leader has interpersonal
ability which defines that they
are able to get appropriate
information about opinions
and thoughts of members to
make them motivated and
dedicated towards job.
Manager has effective
communication skills and
directing ability to coordinate
members and make them work
in team and utilise resources
efficiently.
TASK 2
P2 Application of leader's role and manager's functions in different situational contexts
Each and every organisation is present in environment which is dynamic and keeps on
changing with time. It is essential that firm have adequate resources material and manpower
which help superior to provide adequate things to people. Employer provide tasks and targets to
staff in respect to their skills and abilities, so that operations are conducted effectively. Hence,
these are various situations which require proper support and functioning of superior are as
follows:
Functions of Managers in Kingfisher Plc:
According to Henry Fayol, in a large business organisation like Kingfisher Plc, there are
five major functions performed by managers as discussed below:-
 Planning: As per Fayol point of view, making up an effective plan of action is
considered as biggest task of management. It requires participation of entire people
associated with business as planning should be linked and coordinated on several levels.
Example: Manager of Kingfisher Plc frame strategies and policies to direct members and
perform activities in proficient manner. Along this, they even provide targets and duties to staff
to make them work in systematic manner and complete work within defined time. Apart from
4

this, leader of Kingfisher Plc provide information to employees about objectives and goals which
are formulated by administration. This help staff to conduct tasks properly and deliver adequate
items and services to customers. Organising:Managers are used to organise sufficient capital, raw materials and
employees in different segment so that operations of business can be carried out in
smooth manner. They take responsibility to organise whole organisational culture.
Example:Manager role in this tactic is to provide duties and tasks to members in respect
to their skills and abilities. Apart from this, they even divide staff and make them work in team
so that resources are utilised efficiently and appropriate business activities are conducted. Leader
provides support and inspire workers to work in according to strategies and policies which are
conducted by manager. Commanding: Through integrity, communicating clearly and make decisions on regular
basis, they give command to workers to follow policies of company and work
accordingly.
Example: Manager of Kingfisher Plc provide targets and duties to members to make
them perform activities effectively and complete work with defined time. Strategies and policies
which are formulated by them to direct workers and deliver adequate things to people. Leader of
Kingfisher Plc commands employees to complete targets within defined time and to provide
appropriate information to clients about variety of items, its features and benefits.
 Leading: Any company will function in a better way if entire activities are harmonised.
Therefore, in this context manager's role is to develop relationship among workers and
encourage them to work in cooperation.
Example: Manager of Kingfisher Plc conducts meeting and conferences to provide
information to employees about market conditions and system.
Leader of Kingfisher Plc provide instruction and guidance to subordinates to make them
work properly and provide appropriate products and services in market in according to demands
of customers.
 Controlling: By establishing performance standard as per targeted goals, measuring ans
comparing the same with past and take corrective measures accordingly, managers can
control entire actions of business.
5

Example: Manager of Kingfisher Plc conduct performance appraisal activity to assess
capabilities of members by comparing outcomes with standards. MBO, 360 degree, cost
accounting are various techniques used by them to acknowledge abilities of staff.
Leader of Kingfisher Plc maintains friendly relations with subordinates to timely asses
issues and conflicts faced by them, thereby provide appropriate solutions to retain skilled and
competent people for longer time.
Decision-making: This is important tactic which defines that administration conducts
meeting and conference to select appropriate things and judgements. Management duty is to
formulate adequate policies and tactics in respect to objectives. Apart from this, they even
require to make changes in system and strategies in according to situations which are prevailing
in market. Leader role is to inspire and make workers dedicated by providing them information
about objectives and changes in system. Kingfisher Plc is retail store which need to have
appropriate variety of products available in outlet. Subordinates are involved by top personnels;
which help them to have complete and accurate information about system functionality and
market conditions.
Technological modifications: Management require to use appropriate tools and
equipment’s to utilise resources and deliver adequate things and facilities to people. It is essential
that latest technologies are used by organisation to sustain their position and image in market.
But, superior even require acknowledging problems and difficulties that are faced by them to
make employees work properly. Leader establishes connection with members which help trhem
to ascertain capabilities of staff in according to their outcomes (Pinto, 2015).
Performance appraisal is appropriate technique which includes management by objective,
360-degree, cost accounting method. These tools help superior to compare actual standards with
benchmarks. Along this, requirements and demands of public are acknowledged by manager.
Kingfisher Plc make transformation in technologies so that quality and quick services are
provided to customers. For this, training and development programmes that are sessions and
seminars are conducted to improve skills and knowledge of staff. Thus, members are made
competent to work with modern techniques and equipments effectively.
Risk taking: This is another aspect which specifies that companies has different problems
and difficulties in respect to utilise of funds efficiently. Business environment have internal and
external factors which directly or indirectly impacts on operations. Executive require that
6

appropriate business operations are conducted so that adequate products and services are
delivered to people. Investors, employees and various other members which are connected and
working with Kingfisher Plc require to get appropriate amount of money and return. For this,
management responsibility is to generate adequate profit from business. They require to use
theories and concepts which help them to organise activities effectively (Ravindran, 2016).
P3 Different theories and models of approach used by organisation
Management responsibility is to take care that business operations are conducted in
according to goals and objectives which are set by executive. It is necessary that appropriate
concepts and theories are used by administration to manage different situations that affect on
activities. In Kingfisher Plc, manager and leader both uses adequate approaches to organise
business activities in systematic manner and smoothly. These are different theories that are used
by superior which are described beneath:
System leadership theory: This model specifies that management responsibility is to
implement appropriate tools and technologies in firm in according to marketplace. Strategies and
distribution of workforce in different department to make them function properly. Leader's work
pattern or behaviour are not main considerations, while they need to provide adequate working
environment, structure and purposes to subordinates. Employees require to get instruction and
guidance from head to perform tasks in proficient manner. This help them to perform tasks
effectively and deliver adequate things to clients (Slack, 2015).
 Strength: Management of Kingfisher Plc design system and use appropriate tools and
technologies which help them deliver quality products and services to customers. Unique
and creative home appliances are provided to people which enhance image and reputation
of firm in marketplace.
 Weakness: Superior concentrate on making system function in according to market
conditions which might impact on sales and profitability of Kingfisher Plc. Leader
strictly behave and instruct members to perform activities as directed which affect on
functioning of staff.
Situational leadership theory: It is hypothesis which was propounded by Dr. Paul
Hersey which defines that business environment never remain static and require that organisation
function in respect to conditions prevailing in market. Management of Kingfisher Plc require to
frame strategies and have adequate workforce which are skilled and perform activities
7

effectively. It is essential that employees are encouraged and motivated by providing them
information about outcomes and achievements. Different leadership theories and concepts are
used by seniors to handle difficulties and problems faced by firm.
 Strength: Manager and leader maintain friendly and healthy relations with subordinates.
This help Kingfisher Plc to coordinate and make employees work properly. Changes in
tactics and technologies are made by superior to deliver adequate home appliances to
customers (Thaler, Priest and Fuchs, 2016).
 Weakness: Management require to conduct training and development program to enhance
abilities of subordinates, thereby make them capable to perform tasks proficiently. But,
this consumes large time of superiors and funds which are invested to train staff.
Contingency leadership theory: This model defines that superior conducts market
research which helps them to acknowledge demands of people and competitor's offerings.
Business organisation is present in environment which changes with time and require analysis
and changes in system. It is essential that management of Kingfisher Plc uses adequate concepts
and train employees to handle complications and difficulties effectively. Strength: Manager frame strategies and policies to direct members and make them
function effectively. Besides this, leader maintains relations with employees to motivate
them and retain for longer time.
 Weakness: Contingencies affect Kingfisher Plc operations as management require to
make transformation in system and technologies to provide creative and quality products
to people (Kim, Kumar and Kumar, 2012).
TASK 3
P4 Key approaches to operations management and role of leader and manager
Administration manages material and subordinates to conduct business activities and
accomplish goals and objectives within defined time. Management formulate strategies and
policies to direct members and make them perform activities in proficient manner. Along this,
duties and targets are provided to members in according to their skills and abilities. Kingfisher
Plc is retail store which require to have adequate home appliances and furnishing products in
outlet. Superior uses appropriate models and theories of management so that business activities
are executed effectively. Manager conducts training and development program that is sessions to
8

improve capabilities of members and operations (LaGanga, 2011). Kingfisher Plc require that
adequate home appliances and furnishing things are delivered to customers which benefits
company to sustain them for longer time. These are different operation management approaches
which are stated beneath:
(Source: Six Sigma, 2016)
Six Sigma approach: This aspect includes five steps which are define, measure, analyse,
innovate and control business activities. It is manager duty to use appropriate tools and
equipment to utilise resources and deliver adequate items and services to customers. As
Kingfisher Plc is considered as one of the reputed retailer whose products are offered at best
quality. This kind of approach is used by managers in order to ensure whether functions of
business are conducted in a proper way. So using six sigma approach, employers can examine
quality of each product so that chance of defects can be reduced. Through this process, this firm
becomes able to gain loyalty of customers by providing them superior quality of goods or
services (Laudon and Laudon, 2016). Role of managers: This approach aid managers to provide proper information to
employees and give them adequate techniques through which they can they can work in
highly efficient manner. By implementing six sigma approach in this company, managers
can track performance of each so that better products can be offered to customers as per
their want. Role of leaders: In Kingfisher Plc. using such kind of approach, leader's mail role is to
provide proper guidance to workers and encourage them to work well as per requirement
9
Illustration 1: Six Sigma

of business. They conduct adequate training program to workers so that skills and
knowledge of staff members can be enhanced,. It will help in providing high quality of
goods or services (McNeil, Frey and Embrechts, 2015).
Total quality management: This is organized approach which defines that superior have
skilled and competent members which provide quality items and facilities clients. Employees are
informed about tasks and duties which required executed by them to deliver appropriate variety
of home appliances in marketplace. Kingfisher Plc has strong connection and relations with
suppliers which help firm to have adequate products available in store in respect to demands and
needs of people. With use of internet and computer technologies, funds are utilised efficiently
and appropriate facilities are delivered to clients. This advantages company to establish
competitive advantage over rival brands and grab attention of large number of people.
 Role of manager: Performance appraisal is conducted by management to monitor work of
employee. This helps to maintain manpower and provide them adequate duties and
targets in according to their abilities and outcomes. Apart from this, manager
communicates with subordinates to acknowledge preferences of clients. This gives
superior chances to formulate strategies and changes in technologies to provide creative
and innovative things to people. Role of leader: Employees of Kingfisher Plc provide quality home appliance and services
to people, as they get appropriate instructions and guidance from leader. Meeting are
conducted by senior to motivated and inspire them by providing them targets and
acknowledging their talent (Mollenkopf, Frankel and Russo, 2011). Friendly relations are
maintained by leader with subordinates to retain skilled people for longer duration which
provide quality services to clients.
Lean production: This approach comprises three phases that are design, prepare and
implement which are performed by superior to use resources in efficient manner. Kingfisher Plc
provides home appliance and furnishing things to people. For this, company sustain relations
with suppliers which help management to order material in according to requirement of people.
Design of appliances is sometimes require to be constructed in according to demands of clients.
Top personnel maintain staffs which are skilled to provide things in respect to customers. This
benefits administration to utilise funds adequately, lower down storage expenses and position
higher than competitors.
10

 Role of manager: In Kingfisher Plc, manager responsibility to have adequate material and
subordinates which provide adequate services and information to buyers. It is essential
that people are given data about variety of home appliances and furnishing things to
attract them and influence their purchase decisions. Along this, workers even require to
be skilled and capable to manufacture and design products in according to demands of
clients (Nassiri and et. al., 2016).
 Role of leader: Leader keeps staff dedicated and increase their morale to perform tasks in
effective manner. Training programmes that is sessions and seminars are conducted to
enhance abilities of members and deliver quality items to people. Hence, superior is able
to utilise resources and funds properly and enhance reputation in marketplace.
P5 Importance of operational management and its value in Kingfisher Plc
Operational management is tactic which defines that superior implements adequate tools and
technologies in system, so that business activities are conducted effectively. Planning,
organising, directing and controlling are various responsibilities of manager to manage
manpower and operations properly. In Kingfisher Plc, modern equipment’s and tactic are used
by superior to provide creative and innovation home appliances and furnishing products to
people. Different approaches that are six sigma, total quality management and lean production
are used by manager to utilise funds and workforce efficiently. Thus, these are benefits that
operational management have on performance and functioning of firm are stated below
(Rushton, Croucher and Baker, 2014): Utilization of resources: Lean production is tactic which is used by manager of
Kingfisher to use funds efficiently. Company maintains relations with suppliers which
help superior to purchase material and things in according to demands and requirements
of people. Along this, leader constructs friendly relations with employees to solve issues
and problems, by providing them appropriate solutions. This benefits firm to retain
skilled and competent members which deliver quality appliances and products to clients. Control and appropriate functioning of system: Total quality management is another
approach which is used by manager to provide adequate things to consumers. For this,
adequate plan and strategies are formulated by top personnel of Kingfisher Plc to direct
staff and make them perform tasks effectively. Along this, latest tools and technologies
are implemented in system to provide quality home appliances and furnishing things to
11

customers. Internet and computer technology benefits leader to maintain record of
products which are available in store and order things according to demands of people.
 Profit maximisation: Manager of Kingfisher Plc has skilled and competent people which
deliver quality home appliances and products to people. Customers are given adequate
information about items to influence them and make mind to purchase products. Along
this, company has strong market image and reputation. This helps leader to motivate staff
and attract large number of people, thereby enhance sales and generate good amount of
revenue from business (Thaler, Priest and Fuchs, 2016).
TASK 4
P6 Business environment factors and its impacts on operational management and decision
There are various factors which can affect the environment. It can be internal or external. These
both factors can affect the company in a drastic manner. Thus the company has to create plans
and policies so that it can easily beta the competitors and it can easily adopt the external factors.
So Kingfisher Plc has to create various plans and strategies to adopt the external factors. Hence
as a result they can easily earn more revenues and they can easily beat the competitors.
Internal factors: Internal factors which can affect the Kingfisher Plc are (Oakland, 2014):
Shareholders: Manager of the company has to receive adequate and sufficient funds
from various shareholders. Thus as a result Kingfisher Plc has to create various plans and
policies so that they can easily adopt various factors and thus they can easily beta the
competitors. Through this factor firm can take various decisions and can fulfil all needs and
requirement of all users.
Suppliers: In this supplier can easily deliver various items to all users and thus they can
attract many people. Thus as a result company's manager can easily take various decisions such
as creating good quality of products through good quality of raw material and thus they can
easily gain more revenues and they can easily enhance the market share. Firm can use Just in
time approach and can take various decisions to take raw materials in time from the firm.
Employees: Firm can easily recruit and select trained and talented staff members so that
they can easily provide various items to all users. Hence company can take various decision to
deliver superior products to all users. It is possible only if company selects talented and
12

competent staff members. Thus firm can earn more profits. It helps in enhancing the satisfaction
level of all users (Peng and Lai, 2012).
External factors: In this company has to adopt various policies so that it can easily beat
competitors and can adopt the external factors. External factors are described below:
Political: In this Govt. creates various laws and rules. Thus company has to create
various laws and regulations so that company can easily follow it. For example Kingfisher Plc
has to take license from the Govt. so that they can easily operate their functions and all activities.
Thus it can earn more revenues.
Economical: It includes various factors such as inflation, growth rate etc. Thus if there is
a situation that is inflation then company can easily deliver products at less rate. Through this
decision of company, they can easily earn more revenues and can enhance the market share.
Social: All needs and wants of people differ from each other. Thus the company takes
decision so that it can easily fulfil all requirements and demand of all people. They can perform a
market survey and can easily enhance satisfaction level of people by delivering best quality of
products to them. Through this they can easily earn more revenues and can easily expand the
business (Pinkerton, 2011).
Technological: Company can use advanced and unique technologies so that they can
easily attract many users. They can use online techniques so that they can easily create various
webpages. Through this it can reach to many people and they can also earn more revenues.
Company take decision to deliver training according to needs of staff members. Through this all
staff members can easily enhance the knowledge and skills. Thus as a result they can easily earn
more earnings and hence they can easily expand their business in various nations. Thus they can
maintain positive image in industry and in minds of all people.
CONCLUSION
With the above assignment it has cleared that in every kind of firm, major role is
performed by operational management. This function is considered as the most effective one in
which managers concern more on utilizing resources by planning and allocating them in proper
manner. System, situational and contingency leadership theories are used by superior to manage
and conduct business operation effectively. Six sigma, total quality management, just in time,
lean production and continuous improvement are various approaches used by manager. These are
concepts which are used to enhance functionality and profitability of organisation. In addition to
13

this, in enhancing operational activity, managers and leaders play equal role like to set policies
and strategies as well as influence employees towards major goals of business. They provide
resources to staff members through which they can conduct duties in a desired manner so that
achievement of business can be obtained as per requirement.
14

REFERENCES
Books and Journals
Kim, D. Y., Kumar, V. and Kumar, U., 2012. Relationship between quality management
practices and innovation. Journal of operations management. 30(4). pp.295-315.
LaGanga, L. R., 2011. Lean service operations: Reflections and new directions for capacity
expansion in outpatient clinics. Journal of Operations Management. 29(5). pp.422-433.
Laudon, K. C. and Laudon, J. P., 2016. Management information system. Pearson Education
India.
McNeil, A. J., Frey, R. and Embrechts, P., 2015. Quantitative risk management: Concepts,
techniques and tools. Princeton university press.
Mollenkopf, D. A., Frankel, R. and Russo, I., 2011. Creating value through returns management:
Exploring the marketing–operations interface. Journal of Operations Management.
29(5). pp.391-403.
Nassiri, P. and et. al., 2016. Health, safety, and environmental management system operation in
contracting companies: a case study. Archives of environmental & occupational health.
71(3). pp.178-185.
Oakland, J. S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Peng, D. X. and Lai, F., 2012. Using partial least squares in operations management research: A
practical guideline and summary of past research. Journal of Operations Management.
30(6). pp.467-480.
Pinkerton, E. ed., 2011. Co-operative management of local fisheries: new directions for
improved management and community development. UBC Press.
Rushton, A., Croucher, P. and Baker, P., 2014. The handbook of logistics and distribution
management: Understanding the supply chain. Kogan Page Publishers.
Thaler, T. A., Priest, S. J. and Fuchs, S., 2016. Evolving inter-regional co-operation in flood risk
management: distances and types of partnership approaches in Austria. Regional
environmental change. 16(3). pp.841-853.
Pinto, J. K., 2015. Project management: achieving competitive advantage. Prentice Hall.
Rani, D. and Moreira, M. M., 2010. Simulation–optimization modeling: a survey and potential
application in reservoir systems operation. Water resources management. 24(6).
pp.1107-1138.
Ravindran, A. R. ed., 2016. Operations research and management science handbook. Crc Press.
Slack, N., 2015. Operations strategy. John Wiley & Sons, Ltd.
Thaler, T. A., Priest, S.J. and Fuchs, S., 2016. Evolving inter-regional co-operation in flood risk
management: distances and types of partnership approaches in Austria. Regional
environmental change. 16(3). pp.841-853.
Online
What is Operations Management?. 2014. [Online]. Available through:
<https://www.topmba.com/mba-programs/what-operations-management>.
15