Management and Operations: Roles, Characteristics, and Approaches

This report discusses the roles and characteristics of leaders and managers, their application in different situational contexts, and various theories and models of leadership. It also explores the key approaches to operations management and the role of leaders and managers in achieving business objectives. The report focuses on Starbucks Coffee Company (UK) Limited as a case study.

Management and
Operations

Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 1............................................................................................................................................3
P 1 Define and compare different roles and characteristics of a leader and a manager..............3
TASK 2............................................................................................................................................5
P2: Examine examples of how the role of a leader and the function of a manager apply in
different situational contexts.......................................................................................................5
P3: Apply different theories and models of approach, including situational leadership, systems
leadership and contingency.........................................................................................................6
TASK 3............................................................................................................................................7
P4 Explain the key approaches to operations management and role that leaders and managers
play..............................................................................................................................................7
P5 Explain the importance and value of operations management in achieving business
objectives.....................................................................................................................................8
TASK 4............................................................................................................................................9
P6 Assess the factors within business environment that impact upon operational management
and decision making by leaders and managers...........................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
The term 'Management' can be as a process of controlling the affairs of organisation,
process of administering, planning, organizing and allocating the resources. It acts as guidelines
to group of people working towards attainment of common goal. Operations refers to working
and managing the inner workings of a business to run the enterprise proficiently. Definition of
the operations depends upon the type of industry. Operations and management are areas which is
chiefly concerned with coordinating and managing in concern of production and manufacturing
of products. It ensures that an organisation is successful in turning its outputs efficiently. This
report is based upon management and operations of Starbucks Coffee Company (UK) Limited,
which provides a wide range of coffee with personal care/ health. The organisation serves their
coffee with love and works for the satisfaction of their customers. This report includes roles and
characteristics of leader and manager, role of a leader and function of a manager, theories and
models of leadership, importance and value of operations and management in achieving business
objectives, and factors of business environment that impact upon operational management and
decision-making by leaders and managers and also includes conclusion with context with
'Starbucks' a multinational health care company.
MAIN BODY
TASK 1
P 1 Define and compare different roles and characteristics of a leader and a manager.
Manager:
Manager plays a crucial role in management of employees. They perform functions such
as planning, staffing, organizing, directing and controlling in organisation. These functions are
necessary to run an enterprise smoothly and achieving targets. Managers are responsible for
making plans and strategies for achieving the objectives (Brown Jr 2017). In reference, to
Starbucks managers are responsible foe managing and controlling the company by which it has
got success in achieving its objectives successfully.
Leader:
Leader is a person is a person who leads the team, take care of its employees and
motivate them to increase their performance which results in better output. A leader must be a
person who helps in management of work, one who can motivates , connect people and ideas to

each other and a good communicator which can keep organization properly informed and active.
In reference with Starbucks leader of this company is a skilled team leader who has capability to
influence and motivating the employees to achieve their targets and increasing output.
Differentiate between leader and manager:
Basis Leader Manager Definition: A leader is defined as a person who thinks
strategically and simply so that everyone in the organisation can understand and manages better
outcomes. In order to increase productivity leaders motivates the employees. Manager is defined
as a person who is responsible for getting the work done as targeted in a organisation. A manager
have control over all activities assigned to him. It also shows right path and helps in achieving
objectives and goals assigned to employees.
Role
The role played by leader of Starbucks are:
The role of leader is to take care of the work in company that must be conducted in a
right direction (Femminella and et. al., 2020) . The leader of Starbucks has taken care of products
of the company by which employees are working in a right direction. The role played by
manager of Starbucks are:
The role of manager is to manage and coordinate the employees. They take care of the
work given to employees and provide directions to employees to complete their tasks in given
time. The manager of Starbucks is accountable for ensuring the work done in time.
Characteristics
Innovative: The leader of Starbucks must be innovative who can give freedom to others
to develop their ideas which by which improvement can be made in the products.
Decision-making skills: The leader of Starbucks must be a good leader and decisive who
can examine problem and situation before making decision and reached at conclusion which is
beneficial for the company.
Confidence: The Manager of Starbucks must be confident and effective to manage the
working of the company efficiently.
Time management: The manager of Starbucks must have command in time management.
They should make sure about time allotted for specific task must be enough.

TASK 2
P2: Examine examples of how the role of a leader and the function of a manager apply in
different situational contexts
Role of a leader is different from the role of manager. After analysing the trend and
condition of market, decisions are to be taken and leaders are the persons who take effective
decisions and motivate their team members. Slow, stable and fast, are the various situations
through which every organisation has to be passed. Under various situation, leaders & managers
of the organisation have to take different decisions. Internal and external, both environments are
being emerge because of these changes. Policies and rules of Starbucks, controlling, planning,
process, machinery etc. are the internal environment changes which are being affected by the
decisions and changes made externally (Fu, Y. 2018). For completing the work in efficiently and
effectively manner, Starbucks organisation is using supportive leadership style. According to this
style, leaders gives full support to their team members to done the work in affective way or the
members can perform well. The decisions taken by managers and leaders of Starbucks is always
taken by keeping the objective of organisation in mind, also changes focus on the needs of
employees. Many times Starbucks firm got affected by the external changes, which are not in
control of organisation. It can be political changes, legal changes, socio changes, economic
changes etc. Sometimes, these changes gives good opportunity to the company and sometimes it
gives a huge loss. For instance, World's lock down in 2020 announced by the government, gives
loss to the company.
Following are the various situations of Starbucks
Slow Growth and development of any organisation is totally depend on the profit earned
by them. It is well known that the growth of Starbucks is slow, so the managers and leaders are
also slow while making decisions for them which result is less profit. Less profit means less
market growth. Internal changes of any organisation always show its result on external changes.
Stable: At this stage, Starbucks growth and development is stable. Any type of change in
market of Starbucks company will not bring any change in revenue earned by the organisation.
At this situation, company can take any instant decision for their growth in the market. This
situation gives the proper chance to management to analyse the market conditions.

Fast: This situation is too risky as the market trends are changing rapidly (Goodall et. al.,
2019). At this stage, mangers and leaders of Starbucks have to instant changes and these instant
decisions and changes are too risky, either they can result in huge loss or huge profit.
P3: Apply different theories and models of approach, including situational leadership, systems
leadership and contingency
Leadership plays an important role in any organisation. It help the organisation to achieve
the organisational goals and targets. Leadership is a process in which a person (leader) motivate
a group of people to act towards achieving common goals. U.S. Army 1983 states that Leaders,
followers, Communication and situation are four primary factors of leadership.
Situational Theory: This theory was created by Paul Hersey and Ken Blanchard in 1969
while they were working on management of Organisational Behaviour. It is completely based on
the relationship between leaders and their team members. Situational Theory provide a
framework to leaders to analyse the situation and how to deal with that situation. It is the
responsibility of leader to handle their team members in any situation. Situational theory has 4
leadership styles i.e. Telling, selling, participating, delegating. Leaders of Starbucks makes
decision which help to solve any type of conflict between team members.
Contingency Leadership Theory: Contingency leadership theory is also known as
Fiedler's Contingency Theory. In 1958, Fred Fiedler gave Contingency theory of leadership. In
this theory he state that success of any manager or leader is not depend only on his/her ability.
There are lots of factors that helps the leader to be a successful leader like employees effort,
work environment etc. In Starbucks, leaders provide complete and proper instruction or
directions to their employees, so that the employees help the leader to be a successful leader or
manager. This leadership theory makes Leader Member Relation strong. It also improves Task
assigning structure.
System Leadership: It allows the leaders of an organisation to create such conditions where
people of all levels can work adequately to their prospective. This leadership was developed by
Dr lan Macdonald. Basically this theory focus only on the result in lieu of process or steps
(Hassan and et. al., 2019) . The process of doing work in any organisation are already planned
earlier and their result are also being decided by the organisation. Starbucks is a huge
organisation which contains a large number of stores. They are using this theory by pre deciding
goals, targets and objectives of every department.

TASK 3
P4 Explain the key approaches to operations management and role that leaders and managers
play.
The term operation management refers to the firms, administration which helps in
increasing the efficiency by managing the operations in business practices. It is concern with
planning, organising and supervising the production, manufacturing and other provisional
services. Which helps the firm into give the results in efficiency? It plays an important role in
transforming the labour and raw material into goods and services for customers, which will be
helpful for the firm to enhance their business and generate the high profits. In context to
Starbucks, it is essentially required for the firm to have management operations to carry out their
business in a better way (Kim and et. al., 2019). It is important for the growth of the
organisation as to helps in making the finished goods from the raw material with optimum
utilisation of available resources. For improvement in performance the Starbucks uses different
approaches to operations and management which are as follows:
Lean Principle: It has become the main stream in the market and it can be used to
interchange with the Justin-Time Production. This talks about the constant improvement in
process of production so that their will be less waste and helps in maximize the output at low
cost. It is the study of the customers by which they can do there work on prescribed time. With
context to Starbucks, they use this principle to improve the stratification of customers by
providing the good quality of products and services. For this they have recruited the skilled
employees in there organisation.
Total quality management: This approach of operation management helps in targeting
the long term success by building the satisfaction of the customers. This approach helps in
proving different strategies of plan for production by maximum utilisation of resources with zero
waste of things. With reference to Starbucks, the firm use to upon the quality of products. They
focuses on the quality of workforce so that the work can be carried out in the best manner. There
main target is to get the customers sanctification. They work on the better quality of goods and
services while reducing the amount of waste that they can do. The organisation employees a skill
full persons.
Six sigma: This operations management approach is used to improve the quality and cost
reducing methods which aims on the satisfaction of the customer's. This helps in reducing the

amount of mistakes which can be made by the firm. It helps in analysing and grabbing the
opportunities which are present in the existing market. With the context of Starbucks, they uses
these techniques for making variety of coffee at their store, with good quality, quantity of
products.
P5 Explain the importance and value of operations management in achieving business objectives.
Operations plays an important role in enhancing the business of the firm. It helps in
increase in the productive of the goods and services with the help of control and supervise the
work. With reference to the Starbucks, it is the largest manufacturing company of coffee across
the world. They work on the bases of reducing the wastage and ensure that resources must be
fully utilized in the specified manner (Pishdad-Bozorgi and et. al., 2018). There are some
approach which helps in identifies the importance are as follows:
Planning: it is the major function of the organisation in which the managers designs the
plan in the effective manner, which is used by the firm for generating the efficiency and raise
revenues. In Starbucks, uses this for increasing the production and improve the level of
performance of the workforce. It can be also says that, it is the primary activity which the
organisation has to do and plan the future activities which the firm has to do for achieving the set
targets.
Organising: Managers has to organise the plan and work upon it. In context with
Starbucks, they use to work in a systematic manner to achieve there set goals. It is important to
execute this act because this will helps in achieving the targets of the organisation.
Directing: in this the organisation's leader has to direct the there staff in the manner so
that they can easily approach to their set goals. With references to Starbucks, the leaders and
managers direct their team to do the work in the manner by which they can easily achieve there
goals with zero waste of resources.
Controlling: The controlling talks about, the way in which the leaders has to control the
affairs of the firm so that they can easily get the goals. In Starbucks, the supervisor has to keep
an eye the performance of the employees in company (Xu, and et. al., 2021). Which helps the
firm in the improvement by the guidance of them and achieve the objective of the firms.
Product Quality: This is the main element of operation management, as it helps to gain
the customers satisfaction. The customers wants the quality of the product to be appropriate
according to the asked price. With the reference of Starbucks, they uses to manage the

companies image in the marketplace by maintaining the quality of goods and services they are
providing. This will helps in building the customers emotional state towards the company.
Customer Satisfaction: every firm has to focus on the satisfaction of their customers. For
the same Starbucks has aim on gaining the higher level of satisfaction and maintain the faith
towards the organisation which helps in achieving the good amount of profits.
With the above mention points, the Starbucks has focus on achieving the target of the
firm but the foremost target should always be the satisfaction of their customers. They has to
manage the process of production and helps the firm in providing better services to the
customers. This leads to the increment in the profitability and efficiency of the firm.
TASK 4
P6 Assess the factors within business environment that impact upon operational management and
decision making by leaders and managers.
The term 'Business environment' means total of all things external forces, factors and
institutions that control and affect the enterprise. These includes suppliers, competitors, social,
legal and many other factors. These internal and external components of the business
environment are is analysed to survive and get success in business industry and to face
environmental threats. Many decision taken by leaders and managers that impact upon business
environment which are discussed below:
Financial Status: The financial status of Starbucks helps the leaders and managers to
make such plans and strategies by which organisation can work in a proper way and direction.
The products offered by Starbucks are effected by cash flow, profit earned and many other
financial factors. The decision related to cost of the products is also taken by leaders and
managers according to business environment.
Market trends: Market trend is also a factor which impact upon Starbucks a
multinational health care and hygiene company. Every day new trends come to the market and
being evaluated by market forces and company has to change and innovate its products
according to changing trends in the market. The market trends are analysed properly by
Starbucks to get success in the market.
Legal and Political changes: Legal and political changes affects the decisions of the
organisation taken by managers and leaders of Starbucks company. Changes made in political

and legal structure of the country can effect the policies imposed on Starbucks. So, to predict
future changes leader make future changes and manger is responsible for arranging the resources.
Resources of organisation: Many resources are available to Starbucks as it is a one of
multinational company. These have resources such as a good quality of raw material and skilled
labour which works efficiently (Wang and et. al., 2020). Resources of the company are managed
by managers in a systematic and proper way which increases the production and profit of the
company. The performance and management of Starbucks ' s resources are managed and planned
by managers and leaders of the company.
Technological changes: Technological changes arise in external environment of the
company. If leaders and managers of Starbucks thinks that there will be futuristic technological
changes can be made then changes are adopted by Starbucks to work with changes occurs in
technological environment.

CONCLUSION
From the above report, it is concluded that, management plays an important role in any
organisation while operations. Leaders and managers have to take care of the challenges and
situations coming in the organisation and they have to prepare their team members to work
according to the decisions made by them. Furthermore it is analysed that the leaders and manager
of Starbucks are applying various theories of leadership while doing work with their team. It is
found that they are using matrix organisational structure for distributing powers among the
employees. Also it was found that the leaders of Starbucks are taking decisions very carefully,
after analysing the market situations, external changes of business etc. which result in achieving
organisational goals and targets.

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