Management and Operations in Starbucks: Role of Leaders and Managers

This report discusses the role of leaders and managers in the context of Starbucks, focusing on different leadership models, approaches to operations management, and environmental factors affecting operational management. It also highlights the importance of operational management in achieving business objectives.

Management & Operations

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
Main Body.......................................................................................................................................3
Defination of leader and manager within a organization...........................................................3
Model of the leadership among the company: ...........................................................................4
....................................................................................................................................................6
The key approaches to operations management and the role that leaders and managers play to
improve efficiencies of operational management to successfully meet business objectives......6
The environmental factors impacting the operational management and decision making of an
organization.................................................................................................................................7
Conclusion: .....................................................................................................................................8
References:.....................................................................................................................................10

INTRODUCTION
Management is procedure that includes process of planning, controlling the resources in the
terms of coordination’s as well as the administration within an organization. Management is
department that itself assigns the set of responsibilities and roles, that abides the organization
employees. This report includes the strategical theory of leader and manager in the context on
Starbucks, which is one of the most prominent serving high advanced products. Operation and
Management both are common departments of the organization, those functions are always
concern with respective to the company includes manufacturing of products and services.
Organizational management department always consists of leaders as well as the managers, both
of they have different roles and functions based on the various theories, strategies.
TASK 2
Definition of leader and manager within an organization
The Structure of any company made up of the best leaders as well as the managers to handle
the employee team as well as to maintain productive environment. Role of a leader is always to
lead the employees to the skilled path including the improvement in their services by
empowering them with motivation and proper guidance (Jasper, 2021). Moreover, function of a
manager revolves around resource allocation to employees to meet the desired objectives and
goals of company (Knoll and et.al., 2021.). Starbucks is an American company with the largest
chain of coffee houses in the world. The company is committed to ethical sourcing and roasting
of Arabica coffee maintaining the highest quality worldwide. Both of the roles and functions of
the leader and managers can by understood in terms of the employee. When a New employee
comes in Starbucks, roles and functions of leader and managers are like;
Role of the leader:
In Starbucks, role of leader can be analysed as follows:
1. Believe in employees: The leaders, believes in the employees. They treat the employees
like a most important person, appreciate their ideas and efforts, and motivate them to take
charge and perform.
2. Create understanding: Leader creates the good relationship with their firm employees,
so that the team member cooperates with the leaders and the process pleasantly.

3. Proper training: Leaders used to train the employees properly, so they can delight the
customers by providing them the best services and satisfaction at the same time. Such as
if the customer line is long enough than employees can open the store early.
Function of a manager
1. Supervises the workforce of the firm (Planning)): Manager within the firm ensures the
supervision as well as the decision about staff like hiring of employees, training and
evaluation of the employees etc. Planning can be operational, tactical or strategical
depends upon the requirement of the company.
2. Communicate to the corporate offices: Communicate with the corporate offices about
the functioning and synchronization among the processes is also an important role of
managers. They manage the throughout communication about functioning of the team.
3. Management of the guidelines: The establishment of realistic timeline is a responsive
factor to achieve the goals. Manager of the company decides the timeline by managing
the resources and the available finance.
4. Ensures customer satisfaction: Manager of the Starbucks personally reviews the
feedback of customers to ensure the service satisfaction.
These roles and responsibilities of the leaders and managers forms a strong base for the
company's success structure.
Model of the leadership among the company:
There are various types of theories such as situational leadership, system leadership and
contingency leadership which can be analysed as follows:
Situational leadership: As the name explains, this leadership changes from situation to situation.
In the context of Starbucks, whenever the situation arrives such as the employees are
complaining about the process then the leader understands the need of the employees(Delegates),
In next step (Supporting) leader supports the staff members to solve their conflicts between
employees (Sunyani and et. al., 2021). In the next step (Coaching) leader supports as well as
directs the employee to work with each other and guide them to understand the system. In the
last stage (Directing) leader solves the conflict or problem.

 Strength of the model are comfortable environment, flexibility, team work as well as the
increased awareness.
 Whereas weakness can be termed as more focus upon immediate need, task orientation,
maturity cannot be defined easily in that leadership.
Systems leadership: A leadership skill describes as leadership can be adopted with the changes
occurs in the system. This leadership includes micro and macro both of the perspective related to
the system. As an example, leader manages different situations like if the service employees
facing a problem then the leader will tell how to satisfy customer with the service, on the other
hand when the situation arrives like development team is doing something wrong then leader
manages them and make them correct at the same time. So the leadership work when the change
in system takes place (Harris and Jones, 2021).
 Strength of the system leadership are increment in the adaptability with the environment
changes, focus on goal achievements and simple method.
 However, the weakness of the theory is like this leadership can lead confusion in
situation, attention from the long term goals shifts towards the short term goal depends
upon the demands, maturity is difficult to explain that can include job and emotional.
Contingency: The Contingency model is applied on the situational assumption in the manner of
failure or success. In that the situation decides whether the personality and the decision of the
leader was right or wrong and the way leader tackle the situation is benefiting the company or
not (Aslam and et. al., 2021). Such as, in Starbucks leaders are always stay positive towards
employees and show them the way to handle orders, way to prepare food etc. Even when the
leader gets backlash from the customer, leader deals the whole matter with patience and
positively and improve their employees for the better performance. If a customer in unhappy
with the services then the leader offers them free beverages, that results in the customer
satisfaction and the learning for the employee for the next time good service.
 Strength of the contingency model are: it shows realistic view of the organizational
management and their operational. Leaders are situation oriented not the universal
stereotypes. Development of the innovative management within the organization.
 However, the weakness of the system are complex approaches, results are unpredictable.

The key approaches to operations management and the role that leaders and managers play to
improve efficiencies of operational management to successfully meet business objectives.
Operation management is the business function that is responsible for managing the entire
process, includes resource planning, organization, coordination and controlling all the services
for creation of the goods. There are various approaches exist, among them two main approaches
are defined as:
 Business process redesign (BPR): The approach aims at improvement in the
effectiveness and efficiency of the process can be defined as the business process
redesign approach. The approach is including team composition, business analysis, IT
infrastructure, continuous improvement in the process. The BPR leader have enough
authority power to instruct the concern department strictly, whereas manager in the BPR
have management responsibility to identify the opportunity to modernize the product as
per the changes required (Golchin, 2021). As an example, in Starbucks, when the
Starbucks plans to launch the on-the go services with the sit-and-drink approach for the
transformative growth of the business. The manager at the Starbucks managed all the
guidelines of project and process to start the launch whereas, leader trains employee to
process the request and deliver the order to customers and ensure the payment is done or
not.
 Six Sigma model: This approach is a team focused management approach, keen to
improve performance by eliminating all the waste and defects. This approach includes the
seven principles as customer focus, understanding of the procedure, assure the process
smoothness, improve the wastage reduction, team collaboration for designing and make
the efforts significantly systematic (Shore and et. al., 2021). In Starbucks, two changes
proved helpful as how customer order coffee and them in-store experience after order.
Manager assured overall process as well as the leader trained the employees to interact
with the customer, order completion before the full payment to decrease the wait time
and speed up the process via using mobile app. This way the six sigma approach
benefited the Starbucks.

Importance of operations management in achieving business objectives:
Operational management includes the planning, controlling the production and service
delivery process. Operational management is very important in an organization because it plays
role in effective management and control over services and the people within the organization.
 There is various importance exist among them few are termed as: efficient production,
maximum profit, customer satisfaction, effective utilization of the resources, quality
improvement, supply chain management etc. The role of leader and the function of the
manager plays vital role in the operation management (You, Yeung and Cheng, 2021).
Whereas, leaders play their roles towards internal affairs and the manager focuses upon
the external affairs related to the operational management. In Starbucks, there are various
decision areas like design of goods and services, location strategy, supply chain
management, inventory management etc.
 The leaders of the team focuses upon the operational strategy of the company like
maintaining facilities, employee training schedules for the employee management and
assure the production quality as well as the quality results in the inventory management,
maintenance as well as the improvement in the quality of product. In the management
operations, manager assures the balance between demand and supply chain and works on
location strategy, design strategy. Management between all these designing factors, value
of the management reflects the success of the business. All these factors ensure the high
end brand image of the Starbucks in terms of the best goods and services.,
The environmental factors impacting the operational management and decision making of an
organization
Contemporary business environment is a result of uncertainty and turbulence in the market
all because of the competition, rivalry and the globalization of the organizations. To meet the
conflicting requirement of the stakeholder, companies are facing pressure on their internal
structure as well as on the culture. This has resulted as pressure on the leaders and the managers
to focus upon the maximum profit and to meet all the market requirement also. To perform all
according to the requirement of the organization, leaders and managers perform as a team in all
aspects.
The environment factors in operational management have two major subdivisions as:

 Internal factors: The internal strength of an organization indicates its internal
environment in terms of human, technological, financial resources. Physical resources
consist of physical assets such as machinery, building etc. (Faze and et. al., 2021). The
internal environmental factors have impact on the operational management as well as the
decision making of Starbucks. Leaders of the firm have to ensure that their employees are
following them or not, evaluate the performance of all the employees based upon 3Ps
(people, profit and planet). The relationship of management and leaders inside the
company plays a huge vital role in strengthening the company's internal factor such as
culture, brand image, promoting company's productivity and brand value, moderate
diversification of the subsidiaries. The relation in between leader and management aims
to achieve sustainability of the organization in the industry.
 External environment factors: The elements exist outsides company and within
competitive industry, where parameters have effect the organizations operations are also
called as the external factors of the company. The types of the external factors are micro
ad macro whereas Micro can be termed as competitor, public, marketing media and
Macro can be defined as natural, economical, legal factors etc. All these external factors
have relatively impact upon the organization and according to them the changes as well
as the modifications are done in the strategy of the company (Cherunilam, 2021). As an
example markets are adopting the eco-friendly approaches in their business, Starbucks
have announced to half the carbon emission and cut in water and waste footprints in
upcoming years. It has a bold aspiration to became resource positive business to give
more to the planet and take less.
By adopting operations management approaches, Starbucks has been committed
towards sustainable future of coffee, it has also increased the sustainability of Starbucks
in the market. The relationship in between leader and management helps the company to
achieve the goals by decreasing the water use and waste management by controlling the
complete production process.
CONCLUSION
The study of operation and management have focused upon the relationship in between the
role of leader and the functioning of the management in context of the Starbucks. In this report
there was a throughout study was conducted focusing upon the different leadership models and

their effectiveness to evaluate the impact on business management. Furthermore, all the
management approaches have been studied to evaluate the efficiency of operational
management. Moreover, the various environmental factors affecting the operational management
also have been discussed to understand their impact on the wider business.

REFERNCES
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