Organizational Behavior and Management Styles

The assignment delves into the realm of organizational behavior, examining different management styles and their influence on academic staff retention in Kenyan public universities. It explores relevant theories such as contingency theory and draws upon research studies to understand the relationship between leadership, employee satisfaction, and retention.

MANAGEMENT AND OPERATIONS – Assignment Code: NSAB504B4
Submission Front Sheet
Assignment Code: …NSAB504B4…
Programme: BTEC Higher National Diploma (HND) in Business
Unit Title and Number: Management and Operations (Unit 4)
QFC Level: 4
Unit Code: D/508/0488
Credit value: 15 credits
Module Tutor: Dr Kwabena Frimpong
Email: [e-mail]
Date Set: 15th January 2018
Name: Gabriel Mancebo Toribio
Registration Number: MRC/23667/HND
Date: 17/03/2018
Is this a First Submission or Second Submission ?
Word Count (max.5000)
Turnitin Score
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Gabriel Mancebo Toribio – ID Number: MRC/2366/HND
Learner’s statement of authenticity
Student’s Name: Gabriel Mancebo Toribio Student’s ID Number:
MRC/23667/HND
I certify that the work submitted for this assignment is my own. Where the work of
others has been used to support my work then credit has been acknowledged. I have
identified and acknowledged all sources used in this assignment and have referenced
according to the Harvard referencing system. I have read and understood the
Plagiarism and Collusion section provided with the assignment brief and understood the
consequences of plagiarising.
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MANAGEMENT AND OPERATIONS – Assignment Code: NSAB504B4
Management and Operations
Assignment code NSAB504B4
By
Gabriel Mancebo Toribio
MRC / 23667 / HND
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Gabriel Mancebo Toribio – ID Number: MRC/2366/HND

MANAGEMENT AND OPERATIONS – Assignment Code: NSAB504B4
TABLE OF CONTENTS
Introduction ………………………………………………………………………….. Page 4
P1 Define and compare the different roles and characteristics of leaders and
manager ……………………………………………………………………………... Page 5
P2 Examine examples of how the role of a leader and the function of a manager
apply in different situational contexts in the organization ………………………. Page 8
P3 Apply different theories and models of approach, including situational leadership,
systems leadership, and contingency ………………………………………..…. Page 10
P4 Explain the key approaches to operations management and the role that leaders
and managers play ……………………………………………………..………… Page 12
P5 Explain the importance and value of operations management in achieving
business objectives ……………………………………………………………….. Page 14
P6 Assess the different factors within the organization’s environment that may
impact upon operational management and decision-making by leaders and
managers …………………………………………………………………….…….. Page 16
Conclusion ………………………………………………………………….……… Page 19
References ………………………………………………………………………… Page 20
Introduction
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Employees of an organization need to know the difference between a Leader and
Manager, and their role within the organization. Leaders and Manager main
responsibilities are to unite and maintain the team at work, therefore they need to
know how to approach the employees correctly in order to maintain the production,
retain staff and growth. Through this assignment I will define the role of leader and
manager within an organization. Also, I will explain different theories and methods for
approaching the team and applying those theories with a company. I will use the
company Rail Gourmet Ltd as an example for this assignment, which is a British
multinational company founded in 1961, with main headquarters in UK, providing
mainly catering and services to rail stations and airport in UK and Europe. And at the
end of my assignment I will give my conclusion and refences.
P1.Define and compare the different roles and characteristics of
leaders and manager
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Definition of leaders and managers
Leaders and managers play a vital role in an organization as the performance of the
organization are dependent on the manner in which operations of the organization
are managed. Objectives of every company are to provide quality products or
services to the customers and enhancing the growth and success changes. Both are
working for performing the operations in an effective manner by attaining the goals
and objectives of the organization (Mullins, 2010). Rail Gourmet is focusing on
enhancing the performance by effectively using the leadership and managerial skills.
A leader is an individual who ensures the completion of the task by the employees
for the accomplishment of the objectives of the organization. Leaders focus on
motivating the employees by applying leadership and communication skills. Leaders
provide guidance to the employees which provide a direction to the performance of
the employees. Leaders are responsible for influencing and inspiring the employees
for the purpose of enhancing the level of efficiency and productivity of the company.
A leader commands the group of people by leading them (Lunenburg, 2011). Rail
Gourmet is using the concept of a leader so as to clearly set the vision for the
company, motivating the employees and guiding the efforts of the employees.
For every organization, there is a need of leading as the actions of the leaders
enhances the morale of the employees and contributes to the performance of the
employees. For the promotion of the teamwork, there is a need to apply leadership
skills. The efficiency of the organization is dependent on the concept of leadership.
Leadership acts as a refining process for the refining of the skills of the employees
and building the platforms of values for the organization (Bass, 2010).
On the other hand, Manager can be explained as the individual working in an
organization who is responsible for designing and managing the work of the
organization for guiding the efforts in the right direction. A manager is responsible for
developing and establishing the policies and strategies and allocation of the task to
the staff for the accomplishment of the objectives of the organization. A manager is
an individual who keeps control and is responsible for the administration of the
operations of the organization. Different departments have their managers who are
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performing the tasks of different departments (Reynolds & Warfield, 2010). Manager
of the Rail Gourmet is responsible for supervising and motivating the employees for
performing the roles assigned to them effectively.
Management of the resources is done by the manager of the different departments
for ensuring the attainment of the goals. As a manager, an individual need to be
concerned regarding the appraisal of the employees on the basis of their
performance at regular intervals. The reason behind the distribution of the managers
on different levels is to effectively manage the operations of different departments.
There are different departments in Rail Gourmet such as Sales department,
manufacturing department, IT department, human resources department, finance
department, customer care department and purchase department. Managers of
these departments are focusing on meeting the targets set (Algahtani, 2014).
Comparison between Leader and manager
Basis Leader Manager
Communication of policies Leaders focus on
communicating and
influencing the employees
for complying with the
policies (Mullins, 2010).
Managers focus on
communication of the
policies among the
employees.
Direction The leader is responsible
for providing directions to
a team. The leader
ensures that effective
allocation of the resources
is there and roles are
clearly understood by the
employees.
Provides direction to the
groups. Managers assign
the roles and
responsibilities to the
employees.
Focus Focus of leader is on
people
Focus of manager is on
things
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Relation with objectives Leaders are responsible
for persuading the
objectives
Managers are responsible
for setting the objectives
(Lunenburg, 2011).
Creation and
implementation of the
ideas
The leader put the ideas
constructed into the
implementation process.
Manager formulates the
ideas.
Guidance to the
employees
Leader motivates the
employees for performing
the task
Manager provides
direction to the employee
regarding the task.
Role Role of the leader is to
motivate and inspire the
employees for performing
better.
Role of the manager is to
formulate plans for the
company.
Staffing Leaders motivate the
employees for gaining the
best outcome (Bass,
2010).
Managers are responsible
for the staffing function.
Organising Leaders focus on the
efficient allocation of the
resources and motivating
the employees.
Managers focus on
organization and utilization
of the resources in an
optimal manner.
Controlling Leaders focus on the
implementation of the
strategies.
Managers focus on the
formulation of the
strategies (Reynolds &
Warfield, 2010).
P2.Examine examples of how the role of a leader and the function
of a manager apply in different situational contexts in the
organization
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Managers and leaders place their efforts for the purpose of guiding the efforts in the
right direction so as to attain the objectives of the organization. A manager performs
different functions for the purpose of meeting the obligations and fulfilling the roles
and responsibilities assigned to the manager. Different leadership style are available
which provide support to the functions of the management. There is a need to
develop a balance between the management and leadership so as to ensure that the
operations of the company are not getting affected. Role of an effective leader is to
develop new approaches in the workplace and then institutionalising those
approaches within the system in relation with achievement of organizational goals.
Apart from this, managerial function is to lead, control, plan and organising other’s
work so that the organizational goals could be acquired in an effective manner
(Algahtani, 2014). Below are unique roles of a leader and functions of a manager in
different situational contexts in the organization:
Roles of leaders:
 Convincing its teammates to work for group objectives
 Developing cordial relations with teammates in order to acquire organizational
goals
 Promotes unique and distinct method for producing new products and
services (Rue, 2013).
 Plays crucial role in promoting innovation and teamwork
 Uses unique and distinct methodology for motivating employees towards
teamwork to ensure organizational success (Robin & Langton, 2010).
Functions of manager:
 Planning: determines the actions of the organization in a systematic manner
so that the desired goals could be attained
 Organizing: forms a formal structure of authority with a combination of both
human and material resources (Gesell & Med, 2010).
 Directing: displaying the appropriate path to employees so that the tasks
could be done in the affective manner
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 Controlling: developing standards for measuring the performance. Also take
certain actions in order to monitor, review and control employees’ actions.
A team leader is a person who has the capabilities to provide appropriate directions,
instructions to a group of individuals which is also known as team in order to acquire
a set of goals and objectives of an organization. Major role of a leader in Rail
Gourmet Ltd. is to identify strengths and weaknesses of his team members so that
the appropriate tasks could be accomplished in an effective manner. Apart from this,
they are also responsible for getting the work done from teammates as per the
policies, rules and standards of the organization (Rue, 2013).
Whereas, a manager of Rail Gourmet Ltd. performs its functions so that outcomes
could be originated as per the expectations. A manager is not only responsible for
controlling a single team, he has several other duties to perform such as conducting
meeting with employees, resolving their issues, getting feedbacks from them, taking
orders from top level management, implementing them in the workplace, developing
strategies and moulding as per the scenarios, etc.
P3.Apply different theories and models of approach, including
situational leadership, systems leadership, and contingency
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Different theories and models of operational management are being considered by
the organizations which help in the elimination of the waste and enhancing the
performance of the company. Leadership plays a vital role in the management which
provides support to the efficiency of the operations of the organization and
attainment of the goals of the organization. Leadership is crucial for the business as
it helps in initiating actions, motivates, provide guidance, develops confidence, builds
morale, enhances the work environment and better coordination (Abbas & Asghar,
2010). These theories are situational leadership, system leadership, contingency
leadership theory and chaos theory.
 The situational theory focuses on the aspect that the leaders need to behave
in the manner which is determined by the situation of the action faced by the
leader. This theory states that the leader adopts different theories depending
on the situation faced by the leader. There is no particular theory which is
followed by the leader. An organization faces different situations and need to
adopt suitable leadership theories for dealing with the situation. Leaders of
Rail Gourmet need to analyse different situations and selection has to be
done of the suitable theory. The leader of Rail Gourmet can take decisions on
the basis of the situation so as to effectively deal with the situation faced.
Impact of this theory can be seen on the performance and decision making
process of the organization along with the enhancement in the growth
chances of the business (Michie & Zumitzavan, 2012).
 System leadership promotes creativity and innovation in an organization
which helps the employees to deal with the different situations in a better
manner. The focus of this theory is on the welfare of the employees as well as
of the organizations. With the use of system leadership theory Rail Gourmet
will be able to enhance the growth chances and development of the
organization. The organization can formulate plans as per the resources
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available which will ensure reduction of the wastage of the resources (Otley,
2016).
 Contingency leadership theory states that there is no best style available to an
organization which can deal with every situation prevailing at the workplace.
Suitability of the theory for the situation determines the selection of the type of
leadership theory. Impact of the contingency leadership theory can be seen
on the enhancement in the performance of the employees and development
of the culture of the organization. Two approaches can be considered in the
contingency leadership theory and these theories include task-oriented
approach and relationship-oriented approach (Ng`ethe, et. al., 2012). In the
task oriented approach, Rail Gourmet can focus on increasing the productivity
of the employees contributing to the efficiency of the organization. In the
relationship-oriented approach focus of the Rail Gourmet will be on enhancing
the satisfaction level of the employees and motivating them for retention of the
employees.
 Chaos theory states that there are chances where changes are taking place in
the market which create an impact on the global economy. For adapting the
situation, there is a need to change the objectives, goals, and strategies
(Hannay, 2013). With the help of this theory, adaptability skills of the
employees of Rail Gourmet can be enhanced. This theory states that the
environment in which business operates is never stable.
P4.Explain the key approaches to operations management and the
role that leaders and managers play
Rail Gourmet Ltd. Is part of SSP group and is a privately owned company which is a
British multinational retailing and catering company mainly providing services to train
stations and airports, with 125 airports and 270 railway stations units. Headquarter of
Rail Gourmet Ltd. Is in London, United Kingdom. Rail Gourmet was founded in the
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year 1961 under the name SAS and renamed and sold to SSP group in 1993. The
focus of the Rail Gourmet is on providing quality products including food and
beverage, magazines, restaurants and shoes and clothing to the customers. Rail
Gourmet maintains a strong employee base of more than 150,000 employees
approx. around the globe who are working on meeting the expectations of the
customers (SSP – RG, accessed 2018). Different approaches have been identified
to operations management which can be used by Rail Gourmet. These approaches
to operations management are mentioned below:
 Total quality management: it can be explained as the process of keeping a
check on the tasks or activities of the organization for the purpose of
maintaining the expected level of excellence. With the use of TQM,
organizations can formulate and implement quality planning, ensuring a
control on the quality and continuous improvement of the quality. Seven
principles are considered in TQM which include customer focus, strong
leadership, the involvement of people, systematic approach to management,
continuous improvement, factual approach to the process of decision making
and supplier relation with mutual benefit. Leaders ensure that workforce is
involved and utilized in an effective manner and establishes performance
measures (Machado, et. al., 2017).
 Just-in-time inventory: it helps in enhancing the efficiency and reduces the
wastage of the resources. Use of this approach in the operations
management will focus on reduction of the wastage of the resources and
enhance the level of efficiency. By adopting this approach, Rail Gourmet can
enhance the productivity and performance by reducing the wastage of the
efforts and resources during the production process of the products (Ganga,
2011).
 Kaizen approach: the focus of this approach is on enhancing the efficiency of
every function of the organization. The motive of this approach is to reduce
the waste and enhancing the standards set for the activities and processes.
With the use of this approach, Rail Gourmet can develop teamwork,
overcoming the barriers faced by the departments and attainment of the
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higher level of quality and innovation. Managers use this approach for the
identification of the scope of the task, measurement of the success chances
of the team and to help the subordinates for resolving the issues or problems
(Akkerman, et. al., 2010).
 Six Sigma: focus of this approach is on elimination of the defects in the
manufacturing process for enhancing the satisfaction level of the customers.
With the use of this approach, Rail Gourmet can enhance the return on sales,
investment and provide growth opportunities to the employees and enhancing
the effectiveness of the production process (Fakhimi, et. al., 2016).
 Craft Manufacturing: This is an approach under which skilled crafts people
manufactures unique variety of goods in low volume in order to meet with
different individual’s specific needs. This approach is usually applied at small
scale enterprises, small workshops or at homes. Sometimes, it is also
executed by entrepreneurs with low level of competition. For example:
furniture manufacturing, door step food delivery chains, clock making, etc.
type of industries are still using craft manufacturing approach to make their
products unique and that too at minimum cost (Deflorin & Scherrer-Rathje, 2012).
 Mass production: This is an opposite approach of craft manufacturing
because under this approach production of goods is done in high volumes
with low varieties. Primary reasons behind this are to reduce the cost of
production and it is assumed that customers will purchase what will be
delivered to hi rather than purchasing requirements satisfactory goods. Due to
mass production, prices of the finished goods are not such high; hence,
demand for the products could easily be enhanced (Yoon, et. al., 2013).
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P5.Explain the importance and value of operations management in
achieving business objectives
The term operations management covers the overseeing process, designing
process, control on the production process and designing the operations of the
business. Operations management plays a vital role in every organization.
Operations management can be understood as the set of activities which are
engaged in the creation of the value in the form of the products or services. Impact of
the operations management can be seen on the productivity and performance of the
organization. Rail Gourmet can use operations management for the attainment of the
set objectives of the business. Different functions of the operations management can
be used for grabbing the opportunities available and dealing with the challenges
faced by the Rail Gourmet. The focus of the operations management is on managing
the different aspects of the operations of the business (Brand, 2011). There are
various functions of operations management which are discussed below:
 Designing: designing process includes the execution of the manufacturing or
production process where products or services are being manufactured for
meeting the demands of the customers. Objectives of every organization are
to fulfil the demands of the customers by manufacturing or producing the
products or services and to make profits (Helbig, 2011). The efficient
designing process will help Rail Gourmet in enhancing the performance by
improving the manufacturing process of the company. Designing process of
Rail Gourmet ensures that the products are being offered according to the
need of the customers. The focus of Rail Gourmet is on meeting the
benchmarks set for the quality of the products so as to comply with the
standards.
 Planning: It is a process of thinking under which all activities are designed in
such a manner so that the desired goals could be attained. Planning function
contributes to the effectiveness of the organization for dealing with the
changing situations of the environment in a better manner (Battistoni, et. al.,
2013). Rail Gourmet will be able to deal with the changing business
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environment in a better manner with the help of planning process. Rail
Gourmet will be capable of analysing the changes in a better manner and
formulating an outline for coping with the changes.
 Managing: management is an essential factor which determines the chances
of success and growth of the business. Management can be of the different
resources of the organization including finance, human resource, technology
and raw material. Effective utilization of the resources is dependent on the
capability of the organization to manage these resources. Rail Gourmet can
use this process for effectively utilizing the resources available and
contributes to the performance of the organization. Management can be done
on the different aspects including training, leadership, and culture of the
organization. Employees can be managed in a proper manner for the purpose
of encouraging them to perform better (Patel, et. al., 2017).
 Coordinating: coordination helps in interrelating things different parts of the
work with each other. Different roles and responsibilities of the job can be
coordinated with each other for performing the operations as a team in a
better manner. This process will help in ensuring that the employees are
performing by supporting each other. Different operations of the organization
are being performed by coordinating with the other operations. Rail Gourmet
can use this function of operations management for enhancing the
relationship between the different operations and teams. Coordination is the
essence of the organization as this reduces the wastage of resources (Zheng,
et. al., 2010).
 Globalization of the economy: due to entries of multinational corporations
from foreign markets industry rivalry is being intense. In order to gain success
and for maintaining an effective presence in the markets, local corporations
are inventing unique methods for improving their efficiency. Operations
managers are responsible for fulfilling their customer’s needs by adopting
unique measures and advanced methodologies (Patel, et. al., 2017).
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 Total quality management: This approach is majorly used for improving the
quality of existing products and services of an organization. In relation to
improve the quality, TQM approach plays essential role in order to identify
each and every stage of production i.e. from purchasing of raw materials to
delivery of finished goods. Reviewing all stages helps the organization to
identify the area in which scope of improvement is possible through which
desired goals would be acquired easily.
 Empowerment: Earlier, this approach was used for executing cost-effective
operations. In modern times, responsibility of decision making processes is
being assigned to the people who had actually performed the work. This is
done to build trust amongst the employees as well as to make them realize
about importance within the workplace (Battistoni, et. al., 2013).
 Technology: Information technology has an essential role in executing
operations management as it extracts various new opportunities to execute
organizational functions in an effective manner. It is the duty of a manager to
gather information about all aspects of the technological factors so that
appropriate technology could be applied as per the requirement of the
scenario (Helbig, 2011).On the other side; technology could also be a
negative factor for organizational efficiency if it will not be managed in
managed in an effective manner.
 Improving service sector productivity: As a major consumer of resources it
is important to improve service sector productivity. With the help of this factor,
organizations in private sector could be able to increase their profitability and
develop new opportunities to enter into foreign markets. While public sector
enterprises will be able to increase their rate of return over the money
invested by public.
Role of operation manager in generating value for attaining goals and objectives are:
Quality: producing products and services as per the standards and the available
resources within the workplace. Operation manager is also responsible for adopting
advanced measures for improving the quality of their products and services so that
organizational overall performance could be improved.
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Speed: This objective defines the time taken for accomplishment of a particular
project.
Dependability: this objective defines the reliability of the organization towards its
customers. This could be analysed from the organizational consistency in relevance
with the quality of the products and services.
Flexibility: how quickly the operation can change to meet new demands.
Cost: cost incurred for accomplishment of tasks in relation with acquiring desired
goals and objectives.
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P6.Assess the different factors within the organization’s
environment that may impact upon operational management and
decision-making by leaders and managers
Managers and leaders supervise the operations of the employees and ensure that
the work is being done in an effective manner by the employees. The environment in
which an organization contains internal as well as external factors which affect the
operations of the organization. There are various factors present in the business
environment of the organization which creates an impact on the operational
management and decision-making by the leaders and managers. These factors are
discussed below:
 Availability of the resource: decisions of the managers, leaders and
operations management gets affected due to the availability of the resources
in an organization. Thus, it is necessary to arrange the resources in an
appropriate manner so that the tasks could be performed in an efficient
manner. Decisions are taken on the basis of the resources of the
organization. There are different types of resources which are required by an
organization. These resources determine the success of the operations of the
organization (Shieh & Wang, 2010).
 Policies, rules, and regulations: there are various policies formulated by the
organization for the execution of the operations of the business. Operations
management and decision-making process of the managers and leaders get
affected by the policies formulated by the government and organization.
Actions or operations of the organization are performed on the basis of the
policies, rules, and regulations.
 Culture: the culture of the organization creates an impact on the decision-
making process of the managers and leaders. Culture plays a vital role in
shaping the behavior of the manager and leader. Values or principles adopted
by the managers or leaders are based on the culture of the organization.
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These values and principles affect the decision making process of the
employees (Facbac, 2010).
 Mission and objectives: decisions regarding the business operations need
to be taken on the basis of the mission and objectives of the organization.
Managers and leaders of Rail Gourmet need to consider the mission and
objective of the organization while taking decision and management of the
operations of the organization.
 Sustainability: the focus of the organization is on promoting sustainability
and performing the operations of the organization within the ethical
framework. CSR is a business approach which is used for the attainment of
sustainable development. Rail Gourmet has to consider whether the
operations are performed in the right manner or not. The focus needs to be on
the betterment of the local community so as to ensure that the local
communities are not getting affected by the operations of the business.
 Financial factors: decisions of the managers and leaders are dependent on
different resources. One of the most important resources is financial
resources. Finance is required for the execution of the operations of the
company and putting the decisions into action (Yu & Zhang, 2010).
 Legal Consequences: while taking decisions, managers and leaders need to
consider the legal consequences of the decision. There are various rules and
regulations formulated by the government for the safety and security of the
different stakeholders of the business. Legal consequences can create an
impact on the reputation and environment at the workplace of the organization
at large.
 Relationship with the stakeholders: there are different stakeholders of an
organization who have a substantial interest in the operations of the business.
Managers and leaders need to satisfy the expectations of the different
stakeholders while making decisions and conducting the operations of the
company (Tran & Tian, 2013).
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 Change in the technology: technological changes are taking place in the
business environment at a very fast speed. Managers and leaders need to
take decisions by considering these technological changes so as to gain
maximum benefit. Operations of the organization need to be managed and
performed by using the effective and efficient technology.
 The value system of the organization: value system includes principles and
standards which are considered as an important factor in an organization.
Standards need to set for the production and working environment so as to
ensure that the quality of the product or environment at the workplace is not
getting affected (Facbac, 2010).
 Support from the employees: decisions taken by the managers and leaders
are being implemented with the support of the employees. For the execution
of the operations of the organization, support of the employees needs to be
developed. Support from the employees will ensure that the operations of the
company are being performed without any adverse impact. Managers and
leaders need to consider the satisfaction level of the employees for the
purpose of meeting the expectations of the employees.
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Conclusion
In conclusion, it is extremely important that all employees, including leaders and
managers, need to know their role within the company. Leaders must maintain the
harmony in their team and make sure that followers follow their orders to ending the
tasks; and Managers need to appropriately approach their employees and controlling
the in-puts an out-puts of production. By listening and correctly approach the
employees, staff will be fully motivating and committed to work and follow orders; As
a result, organizations will have a potentially advantage of production and growth, if
they appropriately approach their team. Effective teamwork increases a company
efficiency and assists in faster achievement of organisational goals. Organizations
will need to apply the theories and methods mentioned on this assignment to
achieve their goals.
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