Influence of Leadership Theories on Operational Management

This assignment delves into the influence of various leadership theories on operational management, including the integration of lean manufacturing, Six Sigma, and sustainability. It also examines the role of knowledge-oriented leadership in driving innovation. The review covers literature from 2015 to 2020, including studies on transformational leadership, total quality management performance, and the effect of knowledge management uses on total quality management practices.

Management & operations

Table of Contents
INTRODUCTION ...........................................................................................................................................3
LO1..............................................................................................................................................................3
P1 Defining and comparing the different roles and characteristics of a leader and a manager..............3
P2 Application of role of leader and manager in different situational contexts.....................................5
LO 2..............................................................................................................................................................7
P3 Theories and models of leadership applied on various business situation........................................7
LO 3..............................................................................................................................................................9
P4 key approaches to operation management and the role of the leaders and managers play..............9
LO 4............................................................................................................................................................12
P5 importance of operation management in achieving business objective...........................................12
P6 factors affecting operation management and the decision making of leaders and managers.........13
CONCLUSION.............................................................................................................................................15
REFERENCES..............................................................................................................................................17

INTRODUCTION
Management and operation is the most essential department within the organization that
controls the company day to day activities and try to accomplish the company objectives in most
productive way. In the company environment managers and leaders plays a most crucial role and
support to make all the task accomplish. Present report has been based on Management &
operation. In order to conduct the study, report has been taking Unilever Company
LO1
P1 Defining and comparing the different roles and characteristics of a leader and a manager
Leader and manager have a great role to play within the organization. In that sense,
leader is the person within the organization who support their team members and give them full
satisfaction results (Braun and et.al., 2017). In the contrast, manager is the person who manage
and adhere all the company code of conduct in order to maintained the proper systematic
business environment.
Braun, S. and et.al., 2017. Think manager—think male, think follower—think female: Gender
bias in implicit followership theories. Journal of Applied Social Psychology. 47(7).
pp.377-388.
What Leaders Do
The primarily difference between leaders and managers are leaders are not holds or resist
the management position. Leader can be anyone within the organization, it only requires
leadership skills and power to motivate others towards the corrective path. Leaders invest their
personal strength to make the things happened rather than for a purpose.
What Managers Do
Manager is designation within the company who responsible to manager things into more
appropriate manner. Manager is also responsible to manage the work accordingly in order to get
the best outcomes. Unfortunately, not all managers are leaders (Denysiuk, Opryshko and
Strzelecki, 2016).
Denysiuk, S., Opryshko, V. and Strzelecki, R., 2016. The Smart Grid concept implementation by
expanding the use of demand side managment and modern power electronic installations.
Different roles and characteristics of a leader and a manager
Leaders create a vision, managers create goals
In terms of creation vision so leader always create picture which full of inspiration their
people or employees. They encourage people to be the part of the function or goals. Leaders
know their people strength and weaknesses to accomplish the work. In the contrast, Managers
are always focusing on the setting, measuring and achieving goals. They control situations to
reach or exceed their objectives.
Leaders are change agents; managers maintain the status quo.

Leaders are proud disruptions' innovation and creativity is the main function of the
company in order to meet out the company aims and objectives (Fichtner and et.al., 2016).
Leaders are always found out the best to accomplish the company task. In the contrast, managers
are always stuck with the same format of work which been followed by long time.
Fichtner, T. and et.al., 2016, April. Influence of experimental set-up on the infiltration
characteristics during managed aquifer recharge operation. In EGU General Assembly
Conference Abstracts (Vol. 18).
Leaders are unique, managers copy
Managers are willing to be themselves. They are self-aware and work actively to build
their unique and differentiated personal brand. On the same side, managers should need to
followed the company set policies and code of conduct in repeat manner.
Leader take risks, manager control risk
Leaders are willingly to do something new in different form to get some new
terminologies to perform the specific work. They know that failure is the step towards the
success. In the contrast, managers are the person who is less interested to take new ways to get
things. They believe on the set structure without considering the innovation.
Difference between managers and leaders by applying the theory and concept
Situational theory: Situational theory work on the assumption that the most effective
style of leadership changes from situation to situation (Gilley and et.al., 2015). To be effective
and successful a leader must be able to adapt his style and approach to diverse to diverse
circumstances. Different theories have been developed that recognize the situational aspects of
leadership.
Gilley and et.al., 2015. Manager behavior, generation, and influence on work-life balance: An
empirical investigation. Journal of Applied Management and Entrepreneurship 20(1).
p.3.
Contingency Theory of leadership: Contingency is the leadership approach that helps
to maintained the situation. The leader must find out what kind of leadership style and situation
can share the effective leadership style. The contingency is the most effective leadership it is the
most leading control the effective leadership goals and also it helps to make the new make the
new effective learning.
Four functions of management that constitute the organization procedure includes-
Planning: Planning is the foremost function of the management that explains what
actually required to do to accomplish the aims and objectives. Such as Unilever planning to do
expand its business function to grab the attention of wide range of customers (Kim and et.al.,
2017). Manager is the responsible person to manage or arrange the planning for the other
departments.

Kim, A. and et.al., 2017. Multilevel influences on voluntary workplace green behavior:
Individual differences, leader behavior, and coworker advocacy. Journal of
Management. 43(5). pp.1335-1358.
Organizing: Organizing is the another phase after planning that allows the involves the
participation of all members of the company in order to accomplish the set objectives in planning
phase. This phase handles the proper coordination between the responsibility and authority. Such
as Unilever deals with different range of products or services to customers also coordinate the
balance among those products as well. So this describes the role or function of manager.
Leading: Leading after organizing the task and responsibilities among the management.
Next process of function of management is to accomplish or ensure that all employees are
satisfied or not. In other words, in this phase Leaders and managers encourage employees
towards the task accomplishment in productive manner. Such as Unilever, often take reviews
from the employees about the
Controlling: This is the last function of management that ensure that weather work going
according to plan or not. It also makes some contingency plans and new action plan in order to
remove the inefficient step of work (Reichard and Beck, 2017).
Reichard, R. J. and Beck, J. E., 2017. Leader Developmental Readiness: Deconstructed and
Reconstructed. In Leader Development Deconstructed (pp. 115-140). Springer, Cham.
Difference between Leader and Manager
Leader Manager
The objective of leaders is to accomplish the
individual personal as well as professional
interest. Another objective is to guide their
team members.
Manager foremost objective is to followed the
company policies and structure to perform the
task.
Leader communicate with managers by the
help of Email, online, in groups
Managers communicate with the employees
only in formal manner.
Leaders encourage employees to accomplish
the given task.
Managers allocate work to complete the task to
employees.
P2 Application of role of leader and manager in different situational contexts
Dealing with uncertainty
Uncertainty is the common situation for every business that needs to be managed before
it arises. Leaders of Unilever takes all the steps to avoid the situation of uncertainty as well as
find effective ways to move forward by reducing the stress dealing with the uncertainty among
the employees (Amanchukwu, Stanley and Ololube, 2015). On the other hand manager focus

on taking action after happening of the uncertainty . In addition to this managers use their
experience and knowledge to adapt the situation that has been arises due to uncertainty.
Amanchukwu, R. N., Stanley, G. J. and Ololube, N. P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1).
pp.6-14.
Strategy formulation
Strategy formulation is the essential part of all the businesses that helps Unilever in
gaining competitive advantage . Strategy formulation required skill and abilities that is
inculcated by leaders and manager . Leader is the only person that influence its members to
formulate the strategies (Cherrafi and et.al. 2016).These strategies may be related to
promotion, price, quality, distribution of the product etc. Thus strategy formulation is the
complex task that require guidance and direction by the effective managers and leaders .
Cherrafi, A. and et.al. 2016. The integration of lean manufacturing, Six Sigma and sustainability:
A literature review and future research directions for developing a specific
model. Journal of Cleaner Production, 139, pp.828-846.
Goal setting
Every organization come into existence to accomplish a goal. There are various
functions carried out to achieve the goal of Unilever like planning, organizing, directing ,
coordinating , staffing and controlling .these all functions are carried out by different leaders and
managers of Unilever. For example- the function of manager is to coordinate with all the
activities of performed by the employees also managers are responsible for deciding roles and
responsibility of each subordinate (Donate and de Pablo, 2017). On contrary to this leaders are
responsible to influence all the members in such a way that they do whatever leaders want to do
them.
Donate, M. J. and de Pablo, J. D. S., 2015. The role of knowledge-oriented leadership in
knowledge management practices and innovation. Journal of Business Research. 68(2).
pp.360-370.
Increasing productivity

The role of leader is to motivate the members and achieve maximum contribution of each
them. For this purpose leaders will build the morale of the employees by recognizing and
rewarding their work. In addition to this managers apply KIZEN and other quality improvement
techniques to increase productivity and minimize waste (Ghasabeh, Soosay and Reaiche,
2015).There are various techniques of quality improvement so that productivity can be increased
such as total quality management, just in time technique, six sigma etc. thus these techniques
helps in minimizing waste and make optimum utilization of resources that result in increasing
productivity.
Ghasabeh, M. S., Soosay, C. and Reaiche, C., 2015. The emerging role of transformational
leadership. The Journal of Developing Areas. 49(6). pp.459-467.
Employee retention
Leaders and managers of Unilever plays important role in decreasing turnover of the
employees and making them retain in the organization for long period of time (Gurd and
Helliar, 2017). For this purpose leader helps employees to adopt various skills that will help
them in adapting the changing situation and accepting every condition that occur in the business
environment, this will increase will of the members to fight with the negative and risky situation
and will result in increasing employee retention.
Gurd, B. and Helliar, C., 2017. Looking for leaders:‘Balancing’innovation, risk and management
control systems. The British Accounting Review. 49(1). pp.91-102.
Conflict management
Conflict is the natural situation that arises due to disagreement of two persons on one
thing. Leader ,here, should respect the differences of each member which may be related to
roles, responsibilities, duties etc. On the other hand manager should assign equal responsibility to
each member at all the managerial level , so that situation of conflict can be reduced.
LO 2
P3 Theories and models of leadership applied on various business situation

Situational theory
This theory was given by Hersey and blenchard which states that leadership style is based
on the situation . According to this theory an effective leader is one which act according to the
situation. For example if there is a situation of low morale among employees then the leader can
use participating style of leadership where the leader offers less direction and allows members of
the group to take more active part in decision making so that it will increase the morale of the
employees of Unilever. Furthermore if a leaders have to set goals then they can use selling type
of leadership where they can deliver the ideas and message to get group members to buy into
process (Helleno, de Moraes and Simon, 2017). In addition to this for encouraging employees
leaders can use delegating leadership style where they can make members responsible to make
and finalize the decisions.
Helleno, A. L., de Moraes, A. J. I. and Simon, A. T., 2017. Integrating sustainability indicators
and Lean Manufacturing to assess manufacturing processes: Application case studies in Brazilian
industry. Journal of cleaner production. 153. pp.405-416.
Systems theory
This theory states that the leader in the organization should create the condition where
people at all levels can work productively to their potential. It uses sound principles about human
behavior to create models of good leadership, system design , organizational strategy and social
process. It helps leaders to predict the behavior of the people in the organization. Furthermore it
helps in building effective systems which drive productive behavior and lead to a more effective
realization of purpose of the Unilever.
Thus this theory can be applied to prepare process designing in which proper sequence of
units is required so that all the activities are aligned to carry a particular process, so that objective
can be achieved in efficient and effective manner. This theory can also applied in making and
implementing strategy of the organization, as it will allow the manager to understand whole
system on the basis of which strategies and policies are prepared (Hirano, 2016). Furthermore
strategies are not easy to implement, as it need people who make productive contribution , so
system leadership can help in creating such a condition that every employee will work by

reaching to the extent of their potential. In addition to this system leadership needed when social
process takes place , because it will help in understanding the all the factors within the system
that affect the social environment.
Hirano, H., 2016. JIT Implementation Manual--The Complete Guide to Just-In-Time
Manufacturing: Volume 2--Waste and the 5S's. Productivity Press.
Contingency theory
This theory was given by Fred Edward Fiedler, which focuses on both leadership
personality and the situation in which leader operates. For making better understanding of this
theory Fiedler has given a scale known as LPC(least preferred Coworker Scale). In which high
LPC score means that that the leader has good interpersonal skills and relies on relationship
rather than only focusing on task to accomplish a particular goal. On the other hand low LPC
score means leader focus on task and positional power to accomplish a goal.
This theory can help in implementing the changes that is required because of happening
of uncertainty in the organization as here leader can use interpersonal skills for accomplishing a
task by other members. In addition to this leadership theory can be applied to predict whether the
person worked well in one position in an organization will be equally effective in another
position having different situational variables when compared to the existing position based on
the contingencies that make one’s style effective.
LO 3
P4 key approaches to operation management and the role of the leaders and managers play
There are various approaches used by operation management in which managers and
leaders play important role , which are as follows-
Total quality management
It is an approach that focuses on satisfying customer demand by doing critical
examination of goods and services offered by Unilever. It is also a continuous effort of
management as well as employees of Unilever to ensure long term customer loyalty and
customer satisfaction (Jiménez-Jiménez, and et.al.., 2017) . Total quality management also
ensures that every employee and member is working towards the improvement of process, work

culture, systems etc. for achieving long term success. Total quality management can be divided
into four categories- Planning for , implementing , checking , taking action. Planning involves
collecting data for solving the problems faced by employees in their day to day operation. Then
next stage is to develop the solution based on data collected. The third stage is comparing the
plan with actual result and the final stage include taking corrective action to remove the defect at
the time of comparison.
Jiménez-Jiménez, and et.al.., 2015. Total quality management performance in multinational
companies: A learning perspective. The TQM Journal. 27(3). pp.328-340.
The role of leader here is to achieve the maximum participation of the employees so that
the they get empowered that will make continuous improvement of efforts as a result of which
quality of production as well as employees will increase. On the other hand manager focus on the
process that would be carried out for making a product. Manager will ensure that process of
production should be cost effective , in which optimum utilization of resources should be made
and quality can be improved.
Six sigma
It is an approach used by operation management to remove errors and defects occurred at
the time of manufacturing or delivering the service. it was initially intended for high-end
engineering and manufacturing , where companies seek ‘six sigma’ quality , but now it can be
adopted for other product industries. In addition to this it is expensive to implement but gives
high return and can make companies global leader. In unilever six sigma training is given at each
level of management for example senior managers get training regarding business value and the
ways to support it, non technical manger needs to understand how to work with it and engineers
get training regarding the way of doing it.
Leader’s support plays very essential role achieving the goal of six sigma as they are self
aware and attempt to build unique brand (Klenke, 2016). The leader of Unilever provide unique
and creative knowledge to its members , so that they can use and implement this at the time of
carrying business operation. On the other hand Managers use existing knowledge so that
members should have brief understanding about the traditional method of doing work which
employees can implement in manufacturing products and delivering service of Unilever.

Klenke, K., 2016. Qualitative research in the study of leadership. Emerald Group Publishing
Limited.
Just in time
The refers an approach that identifies and correct the obstacles in the process of
production . It identifies the hidden problems of the inventory and material. Furthermore it
prevents company from using excessive inventory and smoother production operations . It also
helps in identifying the time taken in receiving or supplying the raw material . in addition to this
it focuses on delivering goods service on time to the customers. The primary objective of just in
time technique is to increase the inventory turnover and reducing all the cost related to the
product (Lussier and Achua, 2015).
Lussier, R. N. and Achua, C. F., 2015. Leadership: Theory, application, & skill development.
Nelson Education.
The role of manager here is to ensure availability of resources on time so that production process
can be carried out . In addition to this manager here is responsible to ensure supply of the
product and services whenever required by the customer. On contrary to this Leader takes care of
internal management like assigning duties and responsibilities and directing members regarding
the new technologies that can be implemented to improve the quality of work.
Lean manufacturing
This approach of operational management focuses on making economical use of
resources while doing production simultaneously maintaining quality of the product (Obeidat
and et.al., 2016). It aims at eliminating waste from manufacturing process carried out by the
operation management of Unilever
Obeidat, B. Y. and et.al., 2016. The effect of knowledge management uses on total quality
management practices: A theoretical perspective. Journal of Management and
strategy.7(4). pp.18-29.
In order to carry the procedure of lean manufacturing members need mentor or a leader. They
will guide members about innovation, experimentation, continuous improvement , that needs to

be applied while carrying business operation so that waste could be minimized. On the other
hand managers make arrangement of resources that are cost effective, that should result in
reduction of overall cost reduction.
LO 4
P5 importance of operation management in achieving business objective
Improving productivity and aligning other activities
Operation management helps in improving the productivity of Unilever, as operation
manager focus on using available resources in the best possible way , so that productivity of the
Unilever can be improved. The ratio of input and output is termed as productivity. Thus this
fulfills productivity related goals of the organization. It gives a measure of efficiency of manager
as well employees (Raelin, 2016). In addition to improving productivity operation management
helps in aligning all the activities take place within the organization and contributes in making
the product align with the customer.
Raelin, J. A. ed., 2016. Leadership-as-practice: Theory and application. Routledge.
Optimum utilization of resources
As operation management uses lean manufacturing that aims at making economical use
of scarce resources (Ross, 2017). Here operation management ensure that effort of every
employee and various raw materials are efficiently utilized and converted into goods and
services required by the organization.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Improves quality
The core function of operation management is to improve the quality of the product that Unilever
is offering to the public, so that customer loyalty can be achieved. Improved quality product will
help in creating brand differentiation in the market and will attract potential customer . This will
result in long term growth of the business. There are various quality tools used by the operation

management like six sigma , lean manufacturing, just in time etc. to reduce cost , save time , and
maintain quality of the product.
Increasing profit
The aim of every business organization is making higher profits , so that it can survive in
long run. Operation management plays important role in making profit as the it aims at
increasing productivity so that sales of the firm can be increased to meet the demand of
customers when required. This will result in increasing profit and growth of Unilever (Xu, Y.
and Chen, 2016).
Xu, Y. and Chen, M., 2016. Improving Just-in-Time manufacturing operations by using Internet
of Things based solutions. Procedia CIRP. 56. pp.326-331.
Manage supply chain and logistics
The critical function of operation management is to manage the inventory through supply
chain. Operations management understand the local and global trends, customer demand and the
available resources for production. It approaches the acquisition of materials and use of labor
timely in cost effective manner to deliver customer expectation . Operation manager monitor the
inventory level to ensure excessive quantities in hand.
P6 factors affecting operation management and the decision making of leaders and managers
Finance
For smooth running of business function operation management require fund to discharge
the day to day operation. This fund can be taken by the various financial institutions and banks.
As a result of which inflow and outflow of the fund will affect the financial opposition of the
business as well as each department of the Unilever including operational department. The use of
funds by the operation management will affect the profitability , cash flow and liquidity of the
organization (Amanchukwu, 2015).
Amanchukwu, R. N., Stanley, G. J. and Ololube, N. P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1).
pp.6-14.

Leader here will make effort to make proper utilization of resources so that cost can be
reduced and funds can be managed. On the other hand manager takes care of arranging funds
required by operation management through various banks and institutions
Human resources
If Unilever will hire the best people for carrying activities of operation management then quality
of product can be improved and productivity can be increased as talented employees will use
their skills at the time of doing productivity that will reduce the wastage and simultaneously
increase the quality of the product. On the other hand is people of operation management are
effective then company need not to spend money on their training , which will reduce cost of the
firm (Donate, 2015).
Donate, M. J. and de Pablo, J. D. S., 2015. The role of knowledge-oriented leadership in
knowledge management practices and innovation. Journal of Business Research. 68(2).
pp.360-370.
If company will recruit best employees then less efforts of leader are needed to lead the
members and employees also they can give decision making power to the employees as a result
of which work load of the top leader will be reduced. On the other hand it will affect the
inventory handling by the manager , as quality human resource will make an effort to make best
utilization of resources, as a result of which more inventory can be created within less time .
Marketing
If Unilever has effective marketing mix then there will be new opportunities for operation
management in terms of technology and innovation. These new technology and innovation can
lead operation management to implement new method of doing work so that their processes
become more easier and simpler (Ghasabeh, 2015).On the other hand if there are regular
changes in the demand of consumer due to marketing then operation management needs to
change its way of working again and again that will disturb the whole existing system which can
create trouble for employees who do not want adapt changes.

Ghasabeh, M. S., Soosay, C. and Reaiche, C., 2015. The emerging role of transformational
leadership. The Journal of Developing Areas. 49(6). pp.459-467.
In addition to this if marketing is done effectively then leaders can provide knowledge
about the new marketing trends to its member. On the other hand managers will make
arrangement of new machinery and raw material that are required to make an innovative product
demanded by the consumer.
Economic environment
If there will be an increase in inflation rate in the economy then prices of the product will
gradually increased as there will be increase in cost off operation because of which cost of
production will be increased (Helleno, 2017). On the other hand if there will be an increase in
rate of interest then cost of capital will also increase that will directly rise the cost of funds taken
by Unilever . Ultimately this will increase the cost of carrying operation in the business.
Helleno, A. L., de Moraes, A. J. I. and Simon, A. T., 2017. Integrating sustainability indicators
and Lean Manufacturing to assess manufacturing processes: Application case studies in
Brazilian industry. Journal of cleaner production. 153. pp.405-416.
This will affect the decision of managers as they have to make arrangement of raw
materials within the given budget in spite of the fact that cost of the fund has been increased. On
the other hand it will impact leaders’ decision as cost of implementing machines and other tools
required for the purpose of training will be increased .
CONCLUSION
As per the above report, it has been described about the difference between managers and
leaders by supported different theory and concept. All this function ensures the effective
management and operation task within the organization. In other words, the main purpose of the
report is to explained the concept between leaders and managers. From the above study it can be
concluded that there are various business situations in which leaders play different roles. In
addition to this there are various functions performed by the managers at the time of conflict
management , strategy formulation and setting organizational goals. Furthermore it can be
identified that in every business situation managers take care of external aspect like arranging

raw materials , resources etc. and leaders takes care of internal process like influencing and
training of employees. Furthermore there are different theories applied on various business
situation to remove the negative impact on business that can be identified clearly from above
study. In addition to this it can be found that various approaches are used by operation
management to maintain the quality of products offered by the company in which lean
manufacturing plays an important role. Apart from this operation management helps in achieving
objective related to profit , productivity and quality that has been clearly justified in the study. At
last it can be concluded that there are various internal and external factors that affect operational
management and decision making of leaders and managers

REFERENCES
Books and Journals
Amanchukwu, R. N., Stanley, G. J. and Ololube, N. P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1).
pp.6-14.
Cherrafi, A. and et.al. 2016. The integration of lean manufacturing, Six Sigma and sustainability:
A literature review and future research directions for developing a specific
model. Journal of Cleaner Production, 139, pp.828-846.
Donate, M. J. and de Pablo, J. D. S., 2015. The role of knowledge-oriented leadership in
knowledge management practices and innovation. Journal of Business Research. 68(2).
pp.360-370.
Ghasabeh, M. S., Soosay, C. and Reaiche, C., 2015. The emerging role of transformational
leadership. The Journal of Developing Areas. 49(6). pp.459-467.
Gurd, B. and Helliar, C., 2017. Looking for leaders:‘Balancing’innovation, risk and management
control systems. The British Accounting Review. 49(1). pp.91-102.
Helleno, A. L., de Moraes, A. J. I. and Simon, A. T., 2017. Integrating sustainability indicators
and Lean Manufacturing to assess manufacturing processes: Application case studies in
Brazilian industry. Journal of cleaner production. 153. pp.405-416.
Hirano, H., 2016. JIT Implementation Manual--The Complete Guide to Just-In-Time
Manufacturing: Volume 2--Waste and the 5S's. Productivity Press.
Jiménez-Jiménez, and et.al.., 2015. Total quality management performance in multinational
companies: A learning perspective. The TQM Journal. 27(3). pp.328-340.
Klenke, K., 2016. Qualitative research in the study of leadership. Emerald Group Publishing
Limited.
Lussier, R. N. and Achua, C. F., 2015. Leadership: Theory, application, & skill development.
Nelson Education.
Obeidat, B. Y. and et.al., 2016. The effect of knowledge management uses on total quality
management practices: A theoretical perspective. Journal of Management and
strategy.7(4). pp.18-29.
Raelin, J. A. ed., 2016. Leadership-as-practice: Theory and application. Routledge.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Xu, Y. and Chen, M., 2016. Improving Just-in-Time manufacturing operations by using Internet
of Things based solutions. Procedia CIRP. 56. pp.326-331.
Online

Internal and External Influences on Operational Objectives.2019.[online]. Available through.<
https://www.tutor2u.net/business/reference/internal-and-external-influences-on-operational-
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