Role of Leaders and Managers in Operations Function

Pret A Manger Company1
Pret A Manger Company Operations Management
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Pret A Manger Company2
Pret A Manger Company
The Role of Leaders and Managers in the Operations Function of an Organization
Operations Management is a concept that focuses on the operation and design of systems
for service, supply, transport, or manufacture. It is tasked with the responsibility of converting
labor and materials into services and goods in an efficient manner to boost a company’s profit.
Its main objectives include enhancing customer service and resource utilization in the company
(Wild 2002). Therefore, the operations management of an organization must satisfy customers by
providing them with the needed products and services at the right time and place, as well as, the
right price. Operations management also focuses on the effective utilization of resources to
satisfy the target market. A significant number of organizations emphasize on labor, machines,
and materials to realize certain levels of effectiveness and efficiency.
Three Core Functions of Operation Management
Marketing
The evolving of the digital marketing environment has compelled operations
management to launch effective marketing strategies to enhance brand awareness and boost
sales. Operations managers invest in integrated campaigns, coordinate multiple channels, and
depend on collaboration with external partners to enhance a company’s competitiveness in the
industry (Wright 2011). For instance, Pre A Manger makes use of distinct marketing strategies to
enhance its competitiveness in the restaurant industry including social media, website, and direct
mail. According to Hobbs (2015), the company’s marketing manager does not channel the
company’s resources on traditional advertising. On the contrary, the restaurant depends on the
word-of-mouth buzz to promote itself and expand its customer base. For instance, when the
restaurant decided to design an evening dining concept characterized by the serving of beer and

Pret A Manger Company3
wine and the inclusion of jazz music between 6 pm and 11.pm, the story caught the attention of
social media users and national newspapers(Hobbs 2015). Ideally, the word-of-mouth has been
instrumental in promoting company products among potential clients.
Service Product Development Function
Organizations in the contemporary business environment are in pursuit of developing
new goods and services to mirror the transforming tastes and preferences of their consumer, and
Pret A Manger is not an exception. Pret A Manger operations management underscores the
importance of creating new products and services due to technological advancement and intense
competition in the industry. For instance, in 2017, the company introduced a new autumn menu
for its target market including new vegan and spice flat white soups which have gained
popularity among consumers (Bright 2017). The company also added new vegan sandwich
options including toma baguette, olive & toms, Pret’s avo including chopotle & avocado
chickpeas salad wrap to its menu.
Mystery Shopper Function
Pret A Manger operations management comprehends the value of mystery shopping in
improving the quality of services they offer and the speed with which they do it. Through this
function, managers identify areas that warrant improvement while at the same time rewarding
staffs that enhance the customer experience. Moore (2015) points out that a mystery shopper
visits Pret A Manger weekly with the primary objective of engaging with a team member. If the
shopper likes the experience, then the team members are awarded an extra pound for each hour
they have offered their services in the restaurant.