Management and Operations Report

This report examines the roles of leaders and managers in different business contexts, focusing on Hilton Hotel and Tesco retail store. It analyzes key leadership theories and models, the impact of business environment factors on decision-making, and the application of operation management principles in achieving business objectives.

Management and
Operations

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
a) Comparing different roles and characteristics of a leader and a manager..............................1
b) Examining the role of a leader and function of a manager in different technological changes
and cultural changes....................................................................................................................2
c). Theories and models of leadership.........................................................................................3
TASK 2............................................................................................................................................6
1) Analysing key approaches of operation management and role of managers and leaders.......6
2) Role of store manager.............................................................................................................7
3) Importance of operation management in achieving business objectives................................8
4) Impact of business environment factors to operation management and decision-making of
leaders and managers..................................................................................................................9
5) Analysing the impact of different factors on decision making as a store manager..............10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Management is considered as production and manufacturing of the goods and services. It
is referred as an area which is concerned with controlling and designing the process of
manufacturing products. It also controls the activities related to the cost of labour, material and
production. For the present report, the first selected is Hilton Hotel with reference to which
factors which influence growth of business environment with be discussed. This report will also
describe the roles of managers and leaders in different situations of business. Further, this study
provides several models and key approaches adopted by leaders and managers of operation
management to achieve the goals of Hilton hotel. It also covers some environmental factors
which are responsible for the development of business.
TASK 1
a) Comparing different roles and characteristics of a leader and a manager
Manager is a person who manages and coordinates the activities of different department.
Administrator is also responsible for planning, organising and directing the practices and
activities of subordinates (Baboli and et.al., 2014). Leader guides and influences their
subordinate to achieve effective team productivity. They create vision for their team to achieve a
specific goal.
Illustration 1: difference between manager and leader's role
(Source: 9 Differences Between Being A Leader And A
Manager, 2016)
Point of difference Manager Leader
Roles and Responsibilities They play the role of director
and administrator. Managers of
Role of a leader is to play the
part of a role model for their
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Hilton hotel supervise and
coordinate the practices of
different departments.
team members. Leaders
provides a path and guidelines
to achieve the effective
productivity of individual
Qualities Manager possesses the
managing and organising
qualities (Caniani and et.al.,
2015).
Leadership is a quality of
influencing and motivating the
employees.
Skills It is considered as an art of
getting things done by others.
This is skill of leading the
team and inspiring their
thoughts and ideas.
Focus Manager concentrates on
adopting the policies and
procedure of organisation.
Leader provides their efforts in
development and growth of
individual.
Goal Managers focuses on the
common objective of
achieving the organisational
goal (Dong and et.al., 2015).
Leaders of Hilton focuses so
achieving the team based
objective to get effective
productivity of team.
Communication Managers require this ability
only to direct and translate the
information from higher level
management to lower level
management. No need of
inspirational communication.
Great communication power is
required by leaders to interact
and inspire their team
members. Better choice of
words also helps in motivation
of employees.
Perspective They perform managerial
activities with the perspective
of attainment of organisational
goal.
Leadership practices are
promoted with the motive to
influence and encourage
employees for good work.
2

b) Examining the role of a leader and function of a manager in different technological changes
and cultural changes
The role of a good leader is to set an example of role model to their employees and also
involve in improving the morale of team member, while managers perform business functions to
provide coordination among various activities to achieve common goal. Business director of
Hilton, coordinates activities of superiors and subordinate (Kanellos, Anvari-Moghaddam and
Guerrero, 2016).
For instance: Culture difference can create conflicts among team members. People may
fail to understand the language of others, in such condition issues take place between them. In
order to resolve such problem, Leader leads their team and do not allow this conflict to effect
other members. Leader of Hilton tends to perform various motivational speech and acts as friend,
philosopher and guide. It will improve their interpersonal relationships (Hong and et.al., 2016).
They also have to discuss the issues in front of both and have to make them understand the
situation. They have to create healthy workplace environment where all can coordinate well with
no confusions.
In this situation managers have to arrange negotiation session for involved persons so that
both can resolve their problems. In this situation manager hold negotiation sessions and speaks to
both the parties in order to understand their point of argument and discussion. After analysing
whole situation, director of Hilton find out the ultimate compromising solution to satisfy both the
parties.
For instance: company always implements new technologies in workplace but many
times people resist changes. In this condition people leave their jobs and feel dissatisfied. In such
condition managers have to arrange training for them so that they can understand the technique
and can work on it. Leaders have to motivate team members so that they like changes and apply
it at workplace.
It is very critical situation of Hilton where employees are forced to change way of their
working process. Managers of Hilton organise training session to work effectively with a better
knowledge (Lindström and et.al., 2015).
In this condition leader lead the path and encourages team to adopt the changes. Inspiring
and motivational lectures are provided by individual to improve workers morale in order to adopt
new culture. It will improve the productivity of employees.
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c). Theories and models of leadership
Leaders follow various strategies and approaches to perform various functions to achieve
the oriented goals of Hilton hotel. This helps to improve leadership styles in company and also
increases the productivity of the employees. It is used to aid better qualities in leading and
guiding the path of team. It is considered as a leadership styles. This leadership theories
recognises the needs of modern employees (Ma and et.al., 2015). By following various strategies
and leadership techniques one can achieve the team based objectives and also result in improving
the team performance. Various leadership styles are as follows:
Situational approach: This approach used in decision making. Sometimes leaders of Hilton
hotel are stuck at the situations where they have to take situational decisions then they adopt this
practice. It aids sense of responsibility and leading attitude in individual's personality. This state
itself determines the best leadership styles (Manzini and et.al., 2018).
System leadership: It is considered as one of the common approach as it is most effective
method of satisfying an employee. It enables leaders to provide the condition to labours that they
can produce an effective output working in any level. It mainly focuses on human behaviour of
the employees in Hilton hotel (What is Operations Management, 2018).
Contingency: This theory is based on the effective productivity of an individual. It is applicable
in changing situation of business. It helps in managing and leading the different situations of
Hilton hotel. It focuses on group motivation. It contains two sub methods task motivation and
relation motivation (Mas, 2017).
M1. Comparing the role of a leader and functions of manager by applying various concepts
and theories
Concepts and leadership styles allow the best utilisation of resources in Hilton hotel.
Applying these theories and concepts in managing and leading the business activities helps in
smooth functioning in order to maximise the wealth of company. Adopting various concepts and
theories in Hilton promotes the growth and development. Leaders play the role of motivator.
Trait theory concentrates on emotions. Leaders have to identify emotional need of
employees and accordingly they have to treat them. This is the best way through which they can
make the person positive towards brand. Chaos theory describes that changes are essential for the
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growth of business. Manager’s function is to enhance energy of its potential workers by giving
them rewards so that they accept changes and perform well in the organisation.
M2. Identifying strengths and weaknesses of different approaches in working environment
These guidelines used to empower the organisational objective. Every concept has to
meet its positive and negative aspects. The way these theories helpful in the growth and
development of enterprise, in the same way it might effects negatively in achieving the desired
outcome in Hilton hotel. Here are some strengths and weaknesses of leadership and management
theories:
Situational approach
Strengths: As leader is involved in situational decision making so it creates a positive influence
on the minds of employees of Hilton hotel. It determines the leadership qualities as a whole.
Positive attitude in resolving the complexities of situation turn into a positive impact on team
members (Hong and et.al., 2016).
Weaknesses: it may sometimes responsible for wrong decisions. This may lead to wrong
impression on others (Dong and et.al., 2015). This approach tests the abilities of a leader and
leader might sometimes fail in predicting the situations correctly.
System leadership
Strengths: it is involved in satisfaction of workers which results in effective quality of products.
This style provides a fair and friendly environment to the workers of Hilton hotel. These are
dynamic decisions of leader which may influence the working environment positively. It saves
the energy and time consumption.
Weaknesses: It may produce unintentional consequences. It also involves quick decision making
which will sometimes affect the business entity. This concept may lead to undesired output and
will also affect the productivity as well.
5

Illustration 2: leadership approach
(Source: A Systems Approach to Leadership Overview, 2018)
Contingency style
Strengths: this approach contributes situational decision making. It emphasizes on the fact that
effectiveness of a leadership is a depended on their potential and leading attitude. Contingency
theory claims that it is the best way to organise activities of Hilton hotel.
Weaknesses: It can change the management at the time of uncertain situation. This style rejects
the idea that there is a one way to manage the operational practices of Hilton hotel. Application
of this theory requires attentive minds of managers and leaders. This practice is complex in
implementing.
D1. Critical analysis and evaluation of different approaches to leadership
Leadership qualities ensure needs and expectations of people at work. A good leader
adopt these practices and concepts to bring out the best and effective efforts of the team
members. This styles mainly focuses on the human behaviour and this ultimately results in
maintaining the good interpersonal relationship of within the employees of Hilton hotel (Hong
and et.al., 2016). Key concepts and different approaches to leadership determine the best
working situations of an employee.
System leadership approach: This approach is useful in providing the appropriate
environment and it promotes good interpersonal relationship of employees in organization. This
style is evolved to satisfy the needs of customer. This is done to improve the motivation of staff
members so satisfied employee performs the tasks effectively.
Situational theory: This leadership styles define sense of ability in utilising the skills in
different situations. Leaders influence and inspire the ideas of team members through fair
decision to get the work done effectively in order to achieve common organisational objective.
6

Situational leadership deals with human behaviour but ignores the essential demographic
features that influence behaviour of the person. It is very difficult to make changes in leadership
style according to human behaviour. On other hand System concept aimed at providing the
satisfied environment to workforce so that it can lead to successful attainment of goals and
objectives in Hilton (Operations Management, 2016). It can be applied at the workplace where
company follows tall structure. This leadership approach fails to develop relationship with
employees. But it supports in minimising conflict situation and maintaining discipline in the
organisation.
Contingency approach basically deals with the human behaviour and involving their
working effectiveness. This approach is unable to deal with changing situations. These concepts
are adopted to achieve effective and the best quality of goods and services. Leadership approach
retains the satisfaction of employees (Schaltegger, Hansen and Lüdeke-Freund, 2016).
TASK 2
1) Analysing key approaches of operation management and role of managers and leaders
Operation management is the practice of managing the operational and manufacturing
activities of business in a Tesco retail store. This department deals with those actions of Tesco
retail store, which are concerned with the production of goods and services. Managers of
operation management ensures that business operates efficiently in order to satisfaction of
customer with the least amount of necessary resources. It is the responsibility of leaders of Tesco
retail store to manage the operation and also guide the guidelines to team so that skilled people
and energy combine to produce successful operation management (Lindström and et.al., 2015). It
is basically done to minimise the waste products of stock. Various kinds of practices are adopted
by managers and leaders to address these situations of managing the operational activities of
Tesco retail store. There are several types of key approaches involved in manufacturing of
products. There are several types of key approaches involved in operation management which
are as follows:
1. Lean manufacturing: It is considered as an effective and systematic method of
eliminating manufacturing waste of the company. This theory of operation management
focussed on reducing the waste production in order to lower the unnecessary expenditure
in company in production and manufacturing of a goods and services.
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2. Six sigma: It is mainly focused on the quality of products manufactured. It deals with the
standardised production of a commodity in Tesco retail store. This concept uses six sigma
tools which ensures trending chart, potential defect, calculations and other ratios. Tesco
retail store applies six sigma approach at its workplace that helps company in identifying
errors and taking actions to minimise mistakes.
2) Role of store manager
Store manager of Tesco retail store is responsible to manage the operational activities by
promoting the working strategies. This results in generation effective productivity. Following are
the roles of leader in operation management:
Store managers follow several ideas to operate the activities of manufacturing department
(Hong and et.al., 2016). By finding the best suitable methods of approaches in operation
management. Roles of managers are:
 Optimal utilisation of resource: Managers increases the productivity by minimising the
waste of inventory in Tesco retail store.
 Financial management: Management of operational activities restricts the useless
production expanses in company. It balances the expenditure and income of corporation.
 Balancing the risk factor: It increases the production of the best quality of goods and
services. This leads to customer satisfaction
 Promotes working strategies: Best use of leadership styles encourage working
environment of the works and this ultimately improves interpersonal relationship of
employees.
 Leading the task: Leading skills of positively influence the ideas of team. It inspires the
potential capabilities of the team members.
 Appropriate guidelines: It is considered as one of the motivational qualities of the
leader which empowers the working skills and knowledge of employees.
 Supports team members and integrates their efforts: Selection of appropriate concept
helps the leader to support and integrate their efforts in company. It leads to effective
production of good quality product (Hong and et.al., 2016). Operation manager of Tesco
have to perform various activities such as proper management of the Tesco products
available in store. They use the skills to analyse the demands and supply of the such
products.
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For example Role of manager is to use the managerial knowledge in coordinating the task of
producing the commodity. They also minimise the inventory waste by effectively utilise the
resources.
3) Importance of operation management in achieving business objectives
Operation management is considered as one of the prioritised department of the Tesco
retail store Operation management is a process which involves in planning organising and
supervising the production and manufacturing of a commodity. This management deals with
production of goods and services. It determines profits and expenses of the industry. Decisions of
operation management effects long term objectives of the business (Hong and et.al., 2016). It is
considered as one of main section in doing transactions of business. Below are some importance
of operation management in achieving the organisational objective:
 Management of operational activities improves the overall performance of the b Tesco
retail store and it results in sustain the position of business in market.
 This department ensures good quality of goods and services. It emphasises in Meeting the
demands of customers (Importance of operations management, 2018).
 One of the finest importance of operation management is it facilitates and regulates the
manufacturing which effects the financial decisions of the Tesco retail store. These
decisions leads to the achievement of organisational objective.
 It connects human resources with effective operations in order to improve the
productivity and profit maximisation.
 Creativity and innovation is also considered as one of the important practices of operation
management.
 Operation management regulates the supply chain of the company which leads to the
generation of profit in the business. It directly or indirectly influence the profit generation
of the Tesco retail store.
4) Impact of business environment factors to operation management and decision-making of
leaders and managers
The internal and external factors of business affect the success and growth of business.
Environmental factors influence the individual behaviour of an employee. Business and
operational activities are affected by the environment of business as it includes the working
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culture, use of technology or social factors (Caniani and et.al., 2015). Working environment of
the business might be responsible for the satisfaction and effective productivity of individual.
Influence of internal and external business factor in the company can affect the decision making
of leaders and managers. Decisions of the superior management may get affected due to the
unsatisfied and demotivated employees. Satisfaction of the employees require good business
environment. There is various business factors involved in operation management which affects
the decision-making of top level management (Operations management, 2018). These factors are
as follows:
 Skills and knowledge of employees: Production and manufacturing of product requires
skilled and knowledgeable employees. Lack of knowledge and skills can affect the
productivity and eventually result in decision making of leaders and managers.
 Technological factor: Improved technologies require modification in working
techniques of employees. Managers need to update the skills of employees regarding the
new technologies of the company while leaders motivate and encourage the employees to
adopt new culture of Tesco retail store.
 Economic factors: These factors laid to unbalance the income and expenditure of the
company. Economy determines the position of organisation. In this situation managers of
Tesco retail store are forced to change the strategies whereas leaders empower its
employees to produce effective outcome.
 Competitor’s strategy: This affects the wealth and customers of the company and this
result in changing the decision making policies of managers and leaders. Competitors are
often termed as weakest factor which is also responsible for the firm in losing the
customers. In this situation managers of Tesco retail store plans different strategies to
hold their customers while leaders provides the skills and working knowledge of labours
to improve the effective productivity in order to highly satisfy their customers.
M3. Evaluating the measures taken by the managers and leaders to improve the efficiency
of operation management
To improve the efficiency of business, management needs to be attentive and careful in
formulation of strategic plans and policies which lead to the improvement of efficiency in
operation management. Higher management of the Tesco retail store needs to be analytical and
deterministic in real plans and then execute those successfully. Skills of operation management
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need to be highly updated timely. Effective performance of the organisation can be judged by the
effective productivity of operation and manufacturing department (Operations Management,
2018). These practices shape the effective management of operations in the company. It
determines the overall monitoring and supervision of operational activities to generate effective
operations. Some methods and actions needs to be bought into action at the time of implementing
the strategies for effective operation management of corporation, which are as follows:
 Operation Managers of Tesco retail store need to produce realistic goals of organisation
while leaders are focused to achieve team goals in order to produce effective
productivity.
 Operation manager looks for a comprehensive achievement of efficiency while leaders
need to empower their team by providing skills and knowledge.
 An operation manager focuses on quality whereas leads are leaders maintain productive
terms by fostering pride in product or service in Tesco retail store.
 Managers of operation department in Tesco retail store thinks creative aspects of
production while leaders are responsible to regulate supply chain of industry (Hong and
et.al., 2016).
 Competition in the market is analysed by the managers whereas production of quality
based goods and services are dependent on the effective performance of team.
5) Analysing the impact of different factors on decision making as a store manager
Business environment empowers the working strategies by providing employees with
better environment. This might be internal or external factors of business, these aspects serve the
community with both positive and negative impacts. These factors influence the organisational
behaviour and this results in the decision making strategies of business. These factors are also
provides the responsibilities as well as threats to enterprise. Since it is an obvious that business
makes demand on society and society makes demands on business, so this interrelationship of
society and business makes is considered as business environment (Hong and et.al., 2016).
Growth and success of organisation is depended on the changing environmental factors. It might
be social, technological, environmental, legal or political changes. Effects of such factors on
Tesco retail store is discussed as below:
 Social business environment: Social factors determine the customer’s values and ethical
changes in production of goods and services which socially influence the society (Mas,
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2017). It involves services of products which are delivered to the customer. Quality of
product sometimes responsible for losing the customer satisfaction and this can be
considered as a negative effect of social environment in business. Change in the social
environment lead to restructure of the policies in company and hence it effects the
decision making of the store managers.
 Technological factor: It is referred as working strategies and methods of converting
resources into finished products with the use of new machinery (Mas, 2017). Lack of
skills and knowledge in employees regarding use of new technology can affect the
productivity. This in turn reduces the performance of organisation. So managers need to
provide appropriate trainings and guidance to employees so it effects in changing the
decisions.
 Economic factors: Change in the taxes and inflation rates cause higher prices of
commodity. In order to increase the cost of product leads fail in the demands of product.
Change in economy creates great impact on the production of Tesco retail store. When
company fails to maximise its profit then store managers have to implement new
strategies in the company which ultimately effects their decision-making.
D2. Critically evaluating the application of operation management and effect of factors on
wider business environment
Business environment directly or indirectly affects the development and growth of
business. Managers of Tesco retail store adopt various styles and techniques to improve the
productivity and efficiency of employees (Mas, 2017). These components influence the business
in many aspects. Business environment is considered as a combination of several internal and
external factors of business. For instance, technological factor improves the efficiency of the
employees on the other hand we can conclude that it is also a cost consuming practice of
business. So it might increase the expenses of the Tesco.
Political factors are arrived due to the taxation policies in the company. It is responsible
for economic expansions whereas if the company follows the political aspects then it would be
beneficial in future as it restricts the working complications.
These aspects include the psychological changes, marketing approaches, demand and supply of
the product etc. operation management is considered as the combination of various things(supply
12

chain, quality control, project management, inventory control, resource planning)it includes
several implications in managing the operations of business. Such implications are as follows:
 Manufacturing: Operation management is totally depended on the development of
product and services so it implies the increase or decrease in the demand and supply of
the product. Technological advancement effect the production activities of business
hence it is responsible for the growth of company (Caniani and et.al., 2015).
 Production and distribution channels: Environment can affect the business and this
might be responsible for disturbance in distribution channel of the goods.
 Quality management: Quality of the product is determined by its effectiveness.
Managers of Tesco retail store focus on the quality of production this increase the
customer satisfaction level and result in large buying of commodity.
CONCLUSION
It can be concluded from above study that operation management is one of the critically
important departments of business organisation. Managing the tasks and production activities of
business requires development of multiple knowledge and skills. It can also be articulated that
various business environments can directly affect the growth and development of business. There
are various factors such as technological changes and political condition that influence the
performance of Hilton and Tesco retail store both. Managers of both the firms are required to
motivate people so that they will accept changes willingly and perform well in organisation.
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