Management & Operations - Total Quality Management

Management & Operations

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1 and TASK 3.......................................................................................................................4
LO1. Differentiate between the role of a leader and the function of a manager....................4
LO3. Show an understanding of the role leaders and managers play in the operations function
of an organisation...................................................................................................................4
1.An introduction with some definitions of the roles of management and leadership...........4
2. Differentiate the leadership and management functions according to J. Kotter.................5
3. Analysis of the management by objective process discussed by P. Drucker.....................5
4. The three management roles theory discussed by H. Mintzberg........................................7
5. Analyse the trait theory of leadership along with their two styles.....................................9
6. Analysis of 'Hard' management skills and 'Soft' leadership skills....................................10
7. Discussion of three transformation processes in operations management.......................11
8. Evaluation of what the term quality means and the four costs of quality for managers in
achieving business goals and objectives...............................................................................11
9. Discussion of the role managers play in Total Quality management approach...............12
10. Discussion of Just-in-time approach and waste reduction in operations........................13
11. Three methods managers can adjust for capacity management in operations................14
12. Short Conclusion with your personal evaluation on the role of managers and leaders..14
TASK 2 and TASK 4.....................................................................................................................14
LO2. Apply the role of a leader and the function of a manager in given contexts...............14
LO4. Demonstrate an understanding of the relationship between leadership and management
in a contemporary business environment.............................................................................14
1. Introduction to your selected Organisation......................................................................14
2. An explanation of your department including the role in operations...............................15
3. The background of your management team in this department.......................................15
4. Two strength and weaknesses of your manager/leader approaches.................................15
5. Three specific roles and duties of your management in your organisation......................16
6. Provide one real occasion where the role of management was excellent to apply different
theories and models of management approach.....................................................................16
7. Evaluate the theory of leadership styles as applied to your manager on this occasion....16

8. Discuss with examples the type of transformation process is common in your company.17
9. Discuss the impact of two adjustments for capacity management on the organisation.. .17
10. Provide two operational recommendations to management for future improvements...17
CONCLUSION..............................................................................................................................17
REFERENCES..............................................................................................................................19

INTRODUCTION
Operations management is the process of management of business practices to produce
the highest level of efficiency possible within an enterprise. Operation management is the
process of converting material and labour goods and services to achieve the desired goals and
objectives. (Ellitan, 2017) . In the second part of the report, the Barclays organisation will be
taken, which is a British multinational investment bank and financial services company. The
present report will mainly emphasizes on the role of a leader and the function of a manager,
along with this analysis of management by objective is also going to be discussed. Management
and leadership theories, hard management skills and soft leadership skills is also mentioned. In
addition with this, the explanation of the selected organisation and department, with the strength
and weaknesses of the leader and manager and at last the report will be ended by explaining the
relationship between leadership and management for a contemporary business environment will
be going to discussed.
TASK 1 and TASK 3
LO1. Differentiate between the role of a leader and the function of a manager.
And
LO3. Show an understanding of the role leaders and managers play in the operations function of
an organisation.
1.An introduction with some definitions of the roles of management and leadership.
Management : According to Ducker's management theory (2019), management is a multi
purpose task which is used in business to manage businesses, managers, workers and their work,
so that they can attain some specific goals and objectives.
Leadership : It is the activity of leading a group of candidates or an organisation and are
able to do this. It involves in establishing a clear vision and provide the correct knowledge,
information and coordinating with the all staff members. This is the ability of a person or group
of individuals to guide the employees and other staff members of an organisation. This can be
said as an art of motivating and encouraging the subordinates to achieve the desired business
goals.

Characteristics of leadership : Honesty and integrity- The good quality of leadership is unquestionably integrity, without
it no real success is possible in a organisation.
 Confidence- To be an effective leaders confidence is very much necessary aspects where,
leaders motivate their employees in a effective manner.
2. Differentiate the leadership and management functions according to J. Kotter.
According to J. Kotter, leadership and management are not the same things. Leadership
focus on creating the change through vision. On the other hand, management focuses on creating
a state through processes.
Management Leadership
1. The management function is
Planning and budgeting (Denhardt and
Denhardt, 2015).
1. In context with this, the leadership function
is establishing the direction (Boyd and
Dougherty, 2016).
2. The management function is to
organize the work in an systematic
manner and also recruit and select a
right person for a right job which
means staffing (Ellitan, 2017).
2. In context with organizing and staffing, the
leadership function is to aligning peoples
( Doppelt, 2017).
3. The another function of management
is controlling and solving the problem
of their subordinates ( Wensveen,
2018).
3. In the similar way, the leadership function is
to motivate and inspire their subordinates
( Eraki, 2015).
4. The management function is to
produce predictability and consistency(
Fan, Liu and Zhang, 2015).
4. The leadership function is to produce useful,
sudden and drastic change( Mendenhall and et.
al, 2017).
3. Analysis of the management by objective process discussed by P. Drucker.
Management By Objectives is a performance management approach in which a balance is
required between the objectives of organisation and the objectives of employees. According to

Peter Drucker’s rule - Management By Objectives is to ascertain combined objectives and to
provide response on the outcomes. Setting the challenges but achievable objectives promotes
motivation and direction of employees. By increasing commitment, the opportunity is given to
the managers to focus on the new products which help to improve the performance of the
company. The author has developed five steps to put MOB process into practice :
Source : (Management by Objectives, 2018)
1. Determine the organisational Objectives – The first step of any organisation is to build
their objectives, as they are the base from the mission and vision of an organisation
(Drucker, 2018). If the objectives are not made by the company then there is no sense to
follow the next step.
2. Translating the organisational objectives to employees – In order to achieve the
objectives, it is essential to translate that to the level of employees. So, for this Peter
Drucker uses the concept of SMART goals (Specific, Measurable, Acceptable, Realistic
and Time-Bound). These objectives must be recognized at all levels, so that each
employee should know what are their responsibilities( Becerra-Fernandez and Sabherwal,
2014).
Illustration 1: Steps to practice the MOB process

3. Stimulate the participation of employees in the determining of the objectives - The
first point to attain the objectives in effective manner is that; these objectives should be
discussed at all levels of the organisation so that everyone should know what is their
contribution in achieving these objectives and what are managers expecting from them in
attaining these goals (Eraki, 2015) .
4. Monitoring the Progress – The objectives which are made by M&S are SMART, so
they are measurable. If these objectives are not measurable and a system will be set to
monitor, when the objectives are differ. In that system a function is activated for
detection, which should be done on time, so that the large issues can be prevented.
5. Evaluate and Reward achievements - Management By Objectives has been created in
order to improve performance at all levels of an organization. It is necessary to have an
evaluation system, as goals and objectives have been SMART developed, they make the
process of evaluation easy. Employees are evaluated and rewarded for their achievements
to set goals and objectives. Management By Objectives is about when, why and how
objectives can be attained.

4. The three management roles theory discussed by H. Mintzberg.
As every manager is different, H. Mintzberg observe that each individual should practice
and master these interpersonal, informational and decision-making roles.
Roles of Management
Roles Types of Roles
1. Interpersonal Roles Figurehead – Managers plays the role of head
of an organisation or department as they
perform the formal duties such as signing legal
documents (Intra personal roles, 2018) .
Leader – Managers of an organisation have
Illustration 2: Roles of
Manager

leadership role. They coordinate the work of all
employees and lead their subordinates (Eraki,
2015) .
Liaison – The manager as liaison are
responsible for coordinating outside the
organisation and passing the useful and
essential information.
2. Informational Roles Monitor – The manager of an organisation
monitor the performance of their subordinates,
that how they are working.
Spokesman – Managers also perform the role
of an spokesman in front of outsiders to speak
out on behalf of their organisation.
Disseminator – The manager as disseminator
should receive the necessary and valuable
information internally to employees and then
assign the assignments accordingly
(Informational roles, 2018).
3. Decisional Roles Entrepreneur – The manager is an innovator
and creator in the role of an entrepreneur. They
observe new products which help them to
enhance the performance of their organisation.
Disturbance- handler – In this the external
and internal issues and problems are handled
by the manager of an organisation.
Resource-allocator – The role of manager
should allocate resources, funds and equipment
(decisional roles, 2018) .
Negotiator – The manager as negotiator is

responsible for directing the negotiation in the
organisation.
5. Analyse the trait theory of leadership along with their two styles.
Trait Theory of Leadership : This theory was established by Kelly in 1974, this was
founded to classify what personal characteristics like mental and physical are related with the
success of leadership. This theory is based on the stability of traits over the time and it is a
measurement of consistent patterns of habit in an individual's behaviour. Apart from this it
focuses that how individuals differ from each other. In context of M&S, it is found that many
times during festive seasons there is a huge demand for their food and clothes products. In such
situations, leaders have to focus on dealing with complicated situations while keeping their
workforce motivated and inspired towards their work.
The Two styles of leadership
1. Democratic Leadership – It involves in a team lead by a leaders where all individuals are
are involves in the process of decision making process to analyse the what needs to be
done and how it should be done. This is the most effective style of leadership as in this,
the lower level of employees can also participate in the process of decision-making, so
that they can also put their opinions and their viewpoint in front of the board of directors.
This style of leadership is very effect6ive for every organisation.
2. Autocratic Leadership - It is a style of management wherein one person controls all the
decisions and makes very short inputs from other group of members. These leaders make
decision on the basis of their own beliefs and suggestions. Autocratic leadership is the
opposite of democratic leadership. In this leadership style, the leader makes decisions
without taking the opinions from anyone. Employees are not considered and not even
consulted in the process of decision making , just they have to follow whatever decisions
are taken by the leaders (Han and et. al., 2017) . No organisation can sustain their
business without the help of their employees, So it's best to keep leadership more open to
the mind and perspective of the rest of the team.
6. Analysis of 'Hard' management skills and 'Soft' leadership skills.
Hard management Skills Soft Leadership Skills

1. Computer programming – This hard skills is
necessary in the requirement of a job. This
hard skills includes typing, finance, web
design, writing, legal and mathematics skills.
1. Communication - A training course of soft
skills focused on business communication
skills which allow the employees to write and
express themselves more clearly, and help
them build their public speaking skills (Soft
leadership skills, 2019) .
2. Interview Process – The employers must test
the hard skills of during interview process that
they can really able to do the things which they
have mentioned in their resume (Hard
management skills, 2019) .
2. Team Work – This is the most important
leadership soft skills which tells the leaders
how to organize and run a team. It is very
difficult to work with coordination along lots
of employees, so this is necessary to have team
work among the employees in order to attain
the desired goals.
3. Languages – The manager must give the
training to their subordinates about the
languages they must know for the requirement
of a job.
3. Decision-making - The main reason of
having leadership training is that many leaders
are bad in making decisions. There are many
ways through which a decision can be fail such
as over thinking about a decision, focusing on
irrelevant information, etc.
7. Discussion of three transformation processes in operations management.
A transformation process is any activity or group of activities that takes one or more
inputs, transforms and adds value to them and provides outputs for customers. The three
transformation processes in operations management are as follows -
 Input for a process – This process is a mixture of materials, information and customers.
The operation which process materials will transform their physical properties, most
often their shape or composition. The operation which process information will
transform their informational properties. At last, the operation which will process
customers, will process the physical properties of the users.
 Outputs for a process – The outputs can be products or services in which goods are
tangible and services are intangible (Idris, 2016) .

 Process or Service Design – This is the abstract development of a good or product
before it is created. This design is an activity to approach at different levels of the
creation of the details.
8. Evaluation of what the term quality means and the four costs of quality for managers in
achieving business goals and objectives.
Quality – The product which is reliable to performs its intended function, this known as
quality of a product. The quality of a product helps to meet the expectations of customers and
fulfil their demands (Quality, 2019) . This is important to gain the loyalty of consumers so that
they can continue to buy the products of your organisation. The four costs of quality are as
follows-
Prevention Costs – These costs are obtained to
prevent quality problems and are related with
the design, maintenance and implementation of
the quality management system.
Appraisal Costs – These costs are connected
with monitoring and measuring activities
related to quality. These costs are linked with
suppliers and customers evaluation of
Illustration 3: Input output process model

purchased materials, products, processes, and
services to ensure that they conform to
stipulate.
Internal failure Costs - Internal failure costs
are obtained to correct defects which are
revealed before the product or service is
delivered to the customer (Cost of Quality,
2019). These costs occur when the outcomes
are fail to reach design quality standards and
are perceived before they are transferred to the
customer.
External failure Costs - External failure costs
are obtain to correct defects ascertained by
customers. These costs occur when products or
services are fail to reach the design quality
standards and are not sensed until they are
transfer to the customer.
9. Discussion of the role managers play in Total Quality management approach.
The approach Total quality management is used to improve the quality and performance
so that the organisation can fulfil the expectations of customers. This can be achieved by
integrating all quality related functions and process them throughout the organisation. The role
which M&S managers play in Total quality management approach are :
1. Facilitator – The manager of TQM required to create a line managers team which has
knowledge about TQM to support and communicate the basic principles which was
expected by the TQM based organisation. The manager as a facilitator helps in getting
resources and producing time available for training and then rewarding the employees for
their efforts they made in improving the quality and performance of an organisation
(Wang, Jie and Abareshi, 2015) . This is the duty of the line managers to facilitate
adoption of TQM in their region and eliminate obstacles to execution.
2. Trainer - The managers as trainer, train their employees about the concept of TQM. It is
necessary to teach managers about TQM approach, which leads to greater competency, as
before training their employees must know about approaches and techniques, so that they
can teach employees about that. If the managers are not able to teach the entire TQM
course to their employees then they have to restart and have to go for their training
process again, because the organisation need that employees must contain the knowledge
of TQM and produce positive results.

3. Role Model - Managers as role model, must use TQM in order to address it, by using the
tools such as data collection and planning, like flow charts, cause-and-effect diagrams.
Before making any decision, managers consider the needs of customers and then it
provide regular reports to the employees and senior management and focus on the
improvement of quality and performance of their products.
Requirements of TQM
TQM needs a committed leadership, some approaches on the behalf of customers,
process of management, effective and efficient communication, knowledge management,
involvement and empowerment of staff members and good organisational culture for regular
improvement.
10. Discussion of Just-in-time approach and waste reduction in operations.
Just-in-time approach - This is the most useful approach for managing operations in a
efficient way. This approach is also known as production system which aimed at reducing time
within the manufacturing system and gives proper response time to their customer. Manager of
M&S follows just in time, which is very effective approach because supplier provide raw
material in given period of time to the company and increases their efficiency. Therefore, it also
helps to minimize their stock price (Wen-chao, Fan and Wen-wen, 2012) . In the context of
M&S, just in time is very essential part of the company because it is a more cost efficient method
of holding stocks. It aimed is to minimise the amount of goods which company hold at one time.
It also saves money by preventing investment in unnecessary stock. Therefore, it is very
important approach for managers as well as the organization.
Waste Reduction in operations- This is the preferred approach to waste management
because waste is that which is never generated and does not have waste management costs. For
example - waste reduction is reducing unneeded packaging from manufactured products and
produce (Williams, 2015) . The Recycling is very crucial has waste has large negative impact on
the natural environment as well as for the organisation. The five ways to reduce the waste in
operations are as follows - REDUCE : Reduce the purchase of over-packaged items, Print less take the use of back
side (print double-sided). REUSE : Provide water tabs so that employees may refill the water bottles. Promote the
use of reusable items where it is possible.

 RECYCLE : Recycle bins should be outstanding and the employees of the organisation
should scrap cans. The organisation should know that what can be recycled in their
company and must coordinate with a recycling company, so that they can get wages for
recyclables. REFUSE : Waste material and garbage is not need by anyone.
 RE-TRAIN : This is essential to ensure employees are following the policies of waste. A
basic training is provided to the employees to tell them how and when these policies will
help them and their company. Recycle bins are just scrap bins if no one knows how to use
them.
11. Three methods managers can adjust for capacity management in operations.
The three methods managers can adjust are as follows -
1. Forecasting – In the case of capacity management, managers has to decide what to
produce and with what resources. Thus forecasting is considered as the critical
component of business because it helps management to take correct decisions.
2. Derive insights for past reports – In the concept of capacity management, past records
predicts the probability of success based on the work and actions taken to achieve a
certain outcomes.
3. Gain resource visibility – This method defines the managers that the right resources are
assigned to the right projects. This helps enterprise make the most of the different skills
and commitment levels that their employees have.
12. Short Conclusion with your personal evaluation on the role of managers and leaders.
As per the above discussion on the role of managers and leaders, it has been analysed that
management and operations are important part of an organization that is applicable at all stages
as per the business concern. The above has focused on all the roles and responsibilities of
managers and leaders. It also defined various approaches and leadership styles has been specified
in a perfect way. These approaches are helpful to evaluating quality, knowledge and skills of
leaders and managers. Operation management maintain a time efficiency level and accomplish
the goals and objectives of an organisation.

TASK 2 and TASK 4
LO2. Apply the role of a leader and the function of a manager in given contexts.
And
LO4. Demonstrate an understanding of the relationship between leadership and management in a
contemporary business environment.
1. Introduction to your selected Organisation.
In the present report, Barclays plc has been taken as an chosen organisation, which is a
British multinational investment bank and financial services company. This was headquartered in
London and founded on 20 July, 1896 by Jes Staley. Apart from investment banking, Barclays is
organised into four core businesses which are personal banking, wealth management, corporate
banking and investment management.
2. An explanation of your department including the role in operations.
As Barclay's is working under finance department. The section of an organisation in
which money is manage, that part is known as finance department. This department is
responsible to handle balance sheets related any issues, managing bank's capital. The roles of
finance department are as follows -
 In finance department, bookkeeper has the role to handle all day-to-day transactional
accounting for business. This include the tracking of all transactions and management of
any government report.
 This department is also responsible for management of the bank cash-flow and ensuring
that there are sufficient funds available to meet the daily payments.
3. The background of your management team in this department.
The background of management team of finance department is that the managers are
responsible for the financial health of Barclays. The financial managers of Barclays produce
financial reports, develop plan of action for achieving the long term desired goals of the
organisation and also produce the direct investment activities. These financial managers works in
different places including the insurance and bank organisations (XIANG, Chen and Zhang,
2013) .

4. Two strength and weaknesses of your manager/leader approaches.
Classical Approach of management
Strength Weaknesses
This approach of management mainly focuses
on what managers are actually doing.
This approach is more applicable for steady
and simple organisation then complex
organisations.
The main strength of this approach is division
of labour. The report is break down into
smaller tasks which are easy to complete.
This approach of management treats employees
as a elements rather than all resources.
5. Three specific roles and duties of your management in your organisation.
Managers are most important individual in a business concern. They act as an link
between the employees and employers. The Three specific roles and responsibilities of the
manager of Barclays are as follows -
 Managers are known for managing as well as controlling skills. In context of Barclays
manager performs the role of figurehead ( an individual who is designated to perform
various formal and symbolic activities).
 Managers in Barclays perform role of transferring as well as transmitting information.
There are three roles that fall in this category i.e. dissemination, spokesperson as well as
monitor (Yun, L., and et. al., 2018) .
 Managers of Barclays are known for their decision making and time management skills.
These skills help them in timely achieving desired goals and objectives.
6. Provide one real occasion where the role of management was excellent to apply different
theories and models of management approach.
In case of Barclays plc bank, employees are trying to leave the organisation because their
needs and demands are not fulfilled in this firm. So to overcome this problem, the manager of
Barclays bank applied the classical theory of management. This theory is applied because leaders
and managers have stress on profit maximisation in business. This can only be considered when
managers consider or work towards needs of their employees and also initiate skill development.
So, here the Bank fulfils the physical and economic needs of employee by providing the food
facilities and by giving some rewards. So after this, the employee agreed not to leave the

organisation. Therefore, in this situation, the manager of Barclays effectively applied the
classical Theory of management.
7. Evaluate the theory of leadership styles as applied to your manager on this occasion.
Charismatic theory of leadership : Leaders of Barclays have a charismatic personality
which helps them in inspiring and influencing their team members. In complex situations,
employees tend to lack motivation and their performance level goes down. Hence, in such
situations, charismatic leadership will help leaders in encouraging their employees. So, in the
above situation, the Charismatic theory of leadership is applied by the Barclays manager as this
theory will help leaders and managers in motivating their staff members.
8. Discuss with examples the type of transformation process is common in your company.
The transformation process is a broad organization change methodology which includes
the input process, the design process, and the output process. Though every organization is
different, the transformation process can be adapted to fit the unique change needs of any
organization. For example – In a bank, a customer deposit their money as input and then the fund
is added by the government and the interest is return as output. This transformation process is
followed in the chosen bank and Storage type of transformation process is common in the
Barclays, as in this type money is deposited and it is kept in bank until it is withdraw by the
customer (Ma and Sun, 2012) .
9. Discuss the impact of two adjustments for capacity management on the organisation.
In case of Barclay's bank, the impact of forecasting is good for the bank. To manage the
capacity, the bank can use forecasting with the help of which they can identify the actual
requirements. The computer systems used in bank should fulfil the demands and needs according
to the future. This will help the bank in cutting the cost of using these services. Thus, capacity
management of bank will be monitored effectively.
10. Provide two operational recommendations to management for future improvements.
The two approaches Barclays should follow in the form of recommendations are as follows -
1. Just-in-time – This approach aimed at reducing time within the production system and
gives proper response time to their customer. So by this the Barclays gain the loyalty of
customers which is beneficial for the organisation in the future.

2. Lean production - This approach is used by many organisations that focuses on cutting
out waste. Therefore, it helps manager and leaders both in saving capital of Barclays by
cutting out the wastes for the organization and this is useful for the future improvement
of the organisation.
CONCLUSION
From the above mentioned report, it has been analysed that the managers and leaders of
operation management plays a vital role for the organisation's future growth. In the above report,
certain roles of mangers and leaders have been mentioned to achieve the desired goals. Along
with this, the theories of management, leadership styles, management by objectives process and
capacity management methods and impact of that methods are also been explained. In addition
with this, the explanation of chosen organisation with its department roles and background has
also been discussed in the above report. The transformation process along with a real situation
has been explained above in the report. Therefore the roles of managers and leaders are
effectively mentioned in the report which help an organisation in enhancing their growth in
business.

REFERENCES
Books and Journals
Boyd, A. H. and Dougherty, G. M., 2016. Seed Processing Operations-Mangement.
Ellitan, L., 2017. The role of environmental uncertainty, competitive strategy, and operation
strategy to achieve competitive advantage: the case of east java manufacturing SMEs.
EPRA International Journal of Multidisciplinary Research (IJMR). 3(11). pp.8-23.
Eraki, M. E., 2015. Outcome of one stage transanal endorectal pullthrough for mangement of
hirschsprung’s disease. Zagazig University Medical Journal. 17(3).
Fan, W., Liu, N. and Zhang, J., 2015, November. Multi-objective optimization model for energy
mangement of household micro-grids participating in demand response. In Innovative
Smart Grid Technologies-Asia (ISGT ASIA), 2015 IEEE (pp. 1-6). IEEE.
Han, W., and et.al., 2017. The experience of diagnosis and mangement in coexisting
ureteropelvic junction obstruction and nonreflux megaureter. Chinese Journal of
Urology. 38(2). pp.95-98.
Idris, M.S.A.B.M., 2016. Control methods on yield and mangement cost of paddy in ledang,
johor.
Ma, G. and Sun, L., 2012. The Design and Implement of FPSO Assets Management System.
Procedia Environmental Sciences. 12. pp.484-490.
Wang, M., Jie, F. and Abareshi, A., 2015. The role of innovation capability and operation
capability in logistics performance of transport firms: a conceptual framework. In
AAOM 2015: Innovation for and from Asian Emerging Markets(pp. 39-52). The
Chinese University of Hong Kong.
Wen-chao, W., Fan, Z. and Wen-wen, L., 2012. Experience of Effective Operation of Laboratory
Mangement in Coal Fields. Shandong Coal Science and Technology. 4. p.172.
Williams, V. R., 2015. Economic development through microinsurance & thrift mangement a
case of underprivileged sections of society. International Journal of Sociology, Social
Anthropology and Social Policy. 1(1). pp.38-45.
XIANG, Y. Z., Chen, F. Q. and Zhang, s. S., 2013. Case Analysis of Operation Resource
Utilization Efficiency and Medical Level Improvement through Performance
Mangement. Chinese Health Economics. 3. p.030.
Yun, L., and et.al., 2018. Clinical application of ERAS program in perioperative mangement of
robot-assisted gastrectomy for gastric cancer: Experiences from single-center. Clinical
Nutrition ESPEN. 25. p.185.
ONLINE
<https://www.wisdomjobs.com/e-university/principles-of-management-tutorial-293/managerial-
roles-9220.html>
Analysis of Management and Leadership in Barclays Bank. 2003-2019. [Online]. Available
through:<https://webcache.googleusercontent.com/search?q=cache:MF1Bn6golmoJ:https://
www.ukessays.com/essays/business/analysis-of-management-and-leadership-in-barclays-bank-
business-essay.php+&cd=17&hl=en&ct=clnk&gl=in/>.
Cost of Quality. 2019. [Online]. Available through : <https://asq.org/quality-
resources/cost-of-quality>.
Difference Between Leadership and Management. 2019. [online]. Available through:
<https://keydifferences.com/difference-between-leadership-and-management.html>

Hard management skills and Soft leadership skills. 2019. [online]. Available through:
<https://www.jobscan.co/blog/soft-skills-vs-hard-skills/>
Informational roles, decisional roles and intra personal roles. 2018. [online]. Available through:
Management by Objectives. 2018. [Online]. Available
through:<https://www.toolshero.com/management/management-by-objectives-
drucker/>.
Quality. 2019. [online]. Available through:
<http://www.businessdictionary.com/definition/quality.html>