This assignment delves into the crucial role of leadership within non-profit organizations. It examines various leadership qualities, emphasizing the importance of ethical climate and organizational citizenship behavior for effective management. The provided text offers insights into relevant research and concepts related to these aspects.
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OPERATIONAL MANAGEMENT
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TABLE OF CONTENTS INTRODUCTION...........................................................................................................................1 P1 Differentiating the roles of leader and characteristic of manager....................................1 P2 Role of leader and manger in different situational context..............................................3 P3 Different theories and approaches of leadership..............................................................4 P4:Key approaches of organisational management & role of leaders & managers...............6 P5: Importance of operational management...........................................................................7 P6: factors effecting the organisational management & decision making.............................8 Conclusion:......................................................................................................................................9 REFERENCES..............................................................................................................................10
INTRODUCTION Operational management is one of the important function of management that help in coordinating various activity of firm through which firm can achieve its goals and objectives. It has become important part of organisation as it help in proper management of resources and allocation of resources (aur and Haase, 2015). It alsohelp in bringing efficiency in the firm and producing quality product and services. In current report Mark and Spencer has been taken into the consideration. Its one of the leading retail chain in UK. It is known for its luxury house decorating and food product it also provides quality clothing. The firm is operating its business in global market and have more than 400 stores in various country of nation. The report will discussthe importance of operational management and will also provide them with proper difference between the role and function of manger and leader. It also provides with different leadership theories and key approaches of operational management. P1 Differentiating the roles of leader and characteristic of manager Mark and Spencer is one of the leading firm that is known for its quality product and services. The firm has more than 900 stores in UK alone. The firm has adopted new changes in their working and has implemented flat structure. This flat structure has helped them in making the whole process easier it also helps higher authority in making better relationship with employee at lower level. Manger and leader of Mark and Spencer are responsible for the management of workers. They work as the link between higher authority and lower employees. Manger: Manger are official authority in firm who act as business organiser and is responsible for the coordination among the various function of firm. They are the person who is responsible for the delegation of work among staff (Ghosh, 2015). Leader: Leader in the firm is responsible for providing vision to people and directing them in right direction so that they can achieve their goals and objectives. It provides guidance to employee and direct their efforts in right direction. The major difference between these two are mentioned below ManagerLeader It follows organisational structure to provide direction to the people. Its also responsible for delegation of work. Provide vision and direction to employee so that they can complete their task. 1
Work for the long term benefit of firm. It set target in such a way that future objectives of firm can be met. It works for the short objectives and goals of firm.Ithelpsinmaintainingcoordination betweenentityandstaffsothatoverall development of firm can be brought. Usemotivation,monitoringandassessing techniques for the development of employee and increasing their productivity. Manger is responsible for ensuring that all the resources are available for the employees so that they can complete their work efficiently. Function of managementï‚·Planner :Manger is responsible for the designing a development plan for the future of firm and come up with the best possible action that can help them in implementation of that plan.ï‚·Organiser:Manger organising and allocation of all the available resources that can help them in achieving their objectives (Zhang, Shah and Papageorgiou, 2013).ï‚·Leader:They are responsible for the directing and leading workers in organisation. Its manger of mark and Spencer that delegate the work among subordinates. ï‚·Controller:As controller manger is responsible to evaluate various activity of firm to identify the area where it lacks. It helps them in controlling the damage before it start affecting other function of firm. Characteristic of manager Its necessary of manger to have few characteristics that can help him in jcarrying out its role in smooth manner Communication:A manger act as a representative of the firm not only in front of employees but also client. Its necessary of him to have great communication and listening skill so that he can be effective in his working. Planning:AS we have discussed above its necessary of the manager to have great planning and organising skill. Problem solving:Good manger not only identify the problem but also try their best to solve that problem. He is accountable to report all type problem such as personal issue, upset customer etc. 2
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Role of leader Illustration1: Leadership role (Source: Principle of management.2014) Interpersonal role:It acts as a link between both employee and employer. It makes sure that demand of both firm and staff are met while keeping the benefits of firm in mind.As figurehead role, the leader represent organisation formally to the outsider. As liaison it interacts with peers and outsider so that best result can be obtained, he is responsible to maintain the flow of work. Informational role:it works as spoke person on the behalf of both that is employees and employer. It makes sure that necessary information are passed to employee in right way. Sometimes it also acts as the representative of firm (Goetsch and Davis, 2014).As monitor it collects and receive the information. As a disseminator the leader transfer important information to people in organisation. Decisional role:Leader is responsible to take necessary decision for the benefit of its team. They are responsible for the allocation of resources and people in the team.As an entrepenuer leader make necessary changes within the team. As a disturbance handler it deal with all the threat that are hindrance the growth of firm. As resource allocator it decides where the organisation can expand its business. For. eg. If there is some conflict in the team than he the one who is responsible to solve that so that it doesn't effect the efficient in the work. Above are given some roles and responsibility of manger and leader in Mark and Spencer. P2 Role of leader and manger in different situational context. Leader and manger are two important component of organisation who play leading role in the management of people and bringing efficiency in the work. Many people use this word as synonym but its wrong as both have their own role and responsibility in organisation. 3
In current time the firm is going through poor performance which has started affecting their services and product leading to customer dissatisfaction. From proper analyse it has come forward that it was incompetency of employee that is responsible for the poor performance of firm. In such condition both leader and manger play different role so that they can help in bringing efficiency in firm. The manager is responsible to analyse the need of employee and provide them with proper training and development programmes so that their skills can be improved. Manger will analyse the need of people and will design a training programme that can be most beneficial for the employee (Scaria, 2016). For the people at front desk who came in the contact of customer they can provide them lesson on proper etiquette and queue forming so that they can handle the customer better. Its necessary of manager to handle this problem efficiently without compromising the profit capability of entity. In such case leader is responsible for motivating and boosting the confidence of employee so that they can perform better. They are also responsible for the monitoring of employee and analysing their performance so that they can point out the various point where person is lacking. It will help the subordinated is increasing their performance. Leader can also adopt path goal theory in the working that suggest that a leader should change their leadership style according the need of situation. In such situation it will be better of leader to adopt directive leadership style. In this leader give direction to its subordinate on how things are done which can help them in enhancing their performance. Implementation of directive method can also have adverse effect on the employee they can find the nature of leader to strict which is not good for their confidence. Its necessary of leader to make sure that he remain authoritative toward their employee but also provide them with some freedom so that they can breathe and work properly. P3 Different theories and approaches of leadership An effective leader require many characteristics that help them in becoming good leader. A good leader require connecting with other people efficiently and should work efficiently in different situation. From time to time different leadership theory has come forward that has described the role and characteristics of competent leader. Situational leadership 4
Definition:Situation leadership can be defined or refers as when the leader in organisation change its style of leadership on the basis of situation, so that it can be fitted with the development level of its subordinate that he is trying to direct. According to this theory a leader should adapt changes in is leadership style so that it can be task relevant and can help him in performing better. A leader should keep changing it leadership according to the situation so that he can lead its subordinated in the best possible way. A great leader adjust himself according the situation while maintaining the nature of present task so that best result can be achieved (Shabanpour-Haghighi and Seifi, 2015). This theory has provided with different type of leadership style that istelling, selling, participating and delegating. It all provide with different way that a leader can act. Telling:In this leader is responsible to make all the necessary decision. The employees are simply directed and told what is requires of them Selling:In this also leader is sole responsible for the decision in the firm, however befor ariving at any decision the leader ask for the opinion of the employees. Employees are still get supervised by leader but the leader adopt coaching manner to direct them. Participating:In this leader show support to the employer. The leader do provide direction but the decision lies with the employee. The leader provides the subordinate with feedback and remarks so that their performance can be enhanced. Delegating:In this leader are least involve with the employees and let them take all the necessary decision. The employee themselves are responsible to choose a task and the direction they will take to complete a project. For e.g. the leader of Mark and Spencer can adopt telling type of leadership in his style of working to provide direction to the new recruits wjo are still unaware about the working of the firm. System theory: Definition:This model sees organisation as a system which is interlinked with each other and used organisational development approach so that both leadership and business can be enhanced. It focuses on the sustainable development of organisation. This theory suggests that good leadership helps in the sustainable development of the organisation. It works on optimizing the organisational entity which include all that is individual as well as the team. This approach help firm in modifying their product and expansion of the business. This theory is based on the 5
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assumption that are related to mind are problematic in nature. This assumption help in making this theory highly coherent and useful in complex situation. Contingency theory: Definition:A contingency theory suggest that there is no best way a leader can adopt to organize a corporation or lead a company, its necessary of them to choose that action that is contingent or dependent upon the situation present at the hand. This situtaion can be both internal and external. Its modern theory of leadership that suggest that contingent leader work according to the situation present to them. It includes three major theory that is path goal theory, Situational theory and Fiedler theory that all suggest that leader should work according to the situation present to them and focus on developing better relationship with their subordinates that can help them in enhancing the overall performance of firm (Wu and et.al., 2017). For e.g. in current situation it will be best for the leader of M&S to adopt contingency theory in their style of working. This will help them in choosing the best possible way through which it can tackle this problem. It will also help them in maintaining better relationship with the employeeswhichwillhelptheminunderstandingtheirproblemandincreasingtheir performance.The only problem with this analysis is that it very time consuming and not easy to implement. Every employee have its own style of working and its not easy to implement different style of leadership for each worker. P4:Key approaches of organisational management & role of leaders & managers. The operation's management is a very crucial & important factor which is to be taken into consideration for the smooth functionality of the company. An operational manager will look after all the factors to make a better operational policy & to improve the productivity of the Mark & Spencer’s. It involves practices like management of resources, work force, production, sales & marketing. Apart from this it includes maintaining better relations with the customers & the stakeholders (Zhang, Shah and Papageorgiou, 2013.). A manager or leader interpersonal skills, management skills, logical thinking & technical skills are the factors which are required by Mark & Spencer’s to function in a better way in market. It includes the following approaches: SixSigmaApproaches:Itisanapproachwhichsaysthatfunctionalityofan organisation will be highly dependent on the efficient functionality of the employees & theoperationsofthecompany.AtMark&Spencer’s,thebetterfunctioningof 6
operational manager & its subordinates will see through success of this approach. This approachwillincludefollowingfactorstohelpinincreasingproductivityofthe company: Product Quality Management:Once the time duration is fixed & budget is been sanctioned by the managers of the Mark & Spencer’s, the product or the service is been developed & is furthermore analysed for the quality assessment & quality check, in order to found any glitches or drawbacks which can hinder its performance (Mohammadi, Soleymani. and Mozafari, 2014). The performance of the product & services are been analysed in the real time conditions to check its feasibility & capacity. The managers or leaders will take the best measures to motivate its employees to perform well & maintain the product or service quality. Besides this, they will also look after that the product or service quality is consistently good & as per the customer’s satisfaction. Market Risk Management:This approach includes the practice of managing any sort of risk that occurs whiles the production, manufacturing as well as the launching of a product or the services. The managers or leader will look after all possible risks & will find out all possible measures to tackle them. BPR Approach:In this approach, the managers or leaders will reengineer the organisational process at Mark & Spencer’s to meet all the requirements & demands of the customers. This will require an assessment process & will be planned with involvement of the management. Lean Approach:this approach is been used in order to reduce the waste generation at an organisation. The managers & leaders at Mark & Spencer’s will do this with their employees by managing the overburdening & the un equal work load among the employees(Sedaghati and Kavousi-Fard, 2014). Objective of Marks & Spencer's are: Employee improvement:It requires a successful management in the firm to get the work done with the employees in a very efficient way. This, will motivate the employees to perform better. Organisational goals:to provide the service of superior quality to its customers all over the world. Sales target:the key objective is to improve the sales per customer to gain a better profit target. P5: Importance of operational management Operation Management can be defined as that area or part of an organization, which focuses on the transformation of a range of inputs into a required output or result. This output can be a product or service. Operations management can be stated as a set of various management activities involved in organizing, planning, leading and controlling an organization’s operations or functions. Earlier the operation's management was considered as waste and dirty management activities but with the time this perception has been changed a more and more managers realized that operation's management helped their organization in surviving in the competitive market. The major importance of the operational management can be defined as follows: 7
Objective of importance of operational management:The operational management helps in to determine the improvement of the productivity & increase customer satisfaction of the organisation which is the main objective for a company. Operations management helps an organisation to perform as per the customer's requirement & focuses on the improvement of the services & product quality. The improvement in the efficiency & quality of the product & services will improve the output of Mark & Spencer’s. the mark & Spencer’swill look after the efficient utilization of the resources available with its improved policies & work practices. This will improve the overall productivity of the Mark & Spencer’s which will allow the company to meet the customers demand and its targeted goals. Effect on organisation:Besides this, it will improve the image of Mark & Spencer’s on the global as well as the customer level. The customer will build a positive image about the services of the company & will show their loyalty towards the company (Wu and et.al., 2017). Once satisfied with the products & services as the quality of product or service will be good, customer will lead to the increase in the market share of the Mark & Spencer’s. P6: factors effecting the organisational management & decision making There are various internal & external factors which affect the organisational management & decision making process of the Mark & Spencer’s. Some major factors are: Objectives:Mark & Spencer’s has to look after the significant objectives that are needed to be decided by the company to meet its competitive goals. Besides this, the objectives will give the company a detailed plan to follow to meet its customers need & requirement. With the change in the market trend & customers demand, Mark & Spencer’s can implement new objectives to work on a better business & operational plan. Finance:The finance or the money plays an important role in the better functionality of the company. The managers will look after all the financial status & policies of the company & will sanction the budgets & will decide the expenses accordingly. The managers or leaders will manage all the investments & will distribute it accordingly the work or task assigned & the project or the objective decided. The budget or the finance of an organisation like Mark & Spencer’s have a major impact on the decision making process. Finance has a crucial function in the overall functionality of the organisation as it will maintain the details of operational cost and the balance of the expenses and income of the company. Human Resource:The human resource or the work force will decide all the operations of an organisation as it is the employees or the work force who will carry out all the operations at the company. At Mark & Spencer’s, managers will look after the efficiency of the employees & decide their roles.The HR has a very crucial role as it will include the employees of the organisation and will look after their demands and requirements to ensure the better functioning of the company. 8
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Marketing:The marketing strategy of the Mark & Spence’s too will play a significant role in decision making as it will guide the managers to decide the policies & carry out the functionalities, accordingly (Sedaghati and Kavousi-Fard, 2014.).The marketing department of the organisation helps the company by promoting its products and services and will make the customer aware about the new services and products. Besides this, it will also be affected by the internal(like funds, employees, work environment) as well as the external(political, social, environmental etc) that can affect the overall functionality of the organisation. Conclusion: Thus, we can conclude that managers & leaders play an significant role at Mark & Spencer’s. Also, we discussed various models & theories of leadership & their importance & impact on the Mark & Spencer’s. Besides this, we discussed the key roles of leaders or managers in an organisation. Also, we have discussed various factors in an organisation which affect operational management & decision making process. 9
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