Roles of Managers and Leaders in Pret A Manger

This report covers the characteristic, roles of managers and leaders, application of different leadership/management styles, key approaches of operation management, its importance, and a brief evaluation on how managers and leaders increase efficiency in the operations of the business.

MANAGEMENT AND
OPERATIONS
Table of Contents

INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Characteristic and Roles of Managers and Leaders..........................................................3
M1 Evaluation of role or managers and functions of managers by effective applications of
theories and concepts..............................................................................................................5
TASK 2............................................................................................................................................5
P2 Implementation of Role and Functions of Leaders and Managers....................................5
P3 Application of leadership theories in Pret A Manger........................................................6
M2 Analysis of strengths and weaknesses of different approaches for leadership................7
TASK 3............................................................................................................................................9
P4 Key Approaches of Operation Management ....................................................................9
P5 Advantages of Operation Management...........................................................................11
M3 Improvements in operations management for increasing efficiency of business and
successful achievement of aims and objectives of company................................................13
TASK 4..........................................................................................................................................13
P6 PESTLE analysis of Pret A Manger................................................................................13
M4 Evaluation of impacts of PESTLE factors, ethical and unethical practices of Pert A
Manger .................................................................................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES .............................................................................................................................16

INTRODUCTION
Management is process of managing affairs of an organisation irrespective of their size,
nature, type or structure (Operations Management Theory, 2019). It is guide for workforce of
company to coordinate their actions according to predetermined attainable goals (Heizer, Render
and Munson, 2017). Operations are ways through which inner mechanisms of business is
maintained for smooth functioning of company. Operations are present on every strategic level
or ground. Operation management is establishment created to increase and bring highest level of
efficiency in company. It concentrate on converting raw material into goods as fast as possible to
earn more and more profits.
Pret A Manger was founded in 1980's in London, now it has 130 shops around UK and
other places in world. Pret A Manger is a food company one of best of its kind, it believes in
providing fresh and best quality food to its customers without using any chemicals or
preservatives. This report cover characteristic, roles of managers and leaders, application of
different leadership\management styles, key approaches of operation management its importance
and brief evaluation on how managers and leaders increases efficiency in operations of business.
TASK 1
P1 Characteristic and Roles of Managers and Leaders
Managers and leaders plays vital role in managing and smooth running of operations of
Pret A Manger. Both are different from each other having unique roles:
Managers- Individuals who are responsible for certain tasks in organisation or who manages the
company. Every manager has some staff reporting to them as they allot work to employees
according to their skills in order to accomplish goals of organisation (Reid and Sanders, 2015).
They can be managing different department or whole business depending upon company's
structure and size.
Characteristic:
Good communication skills- Manager have good communication skill, they listen to
employees working under them and communication needed information for effective operations.
Problem Solving ability- Every manager has this ability to identify problems faced by
employees, accordingly bring out some temporary or permanent solutions to those problems.
Roles:

Resource allocator- All managers are responsible for allocating resources to staff or
employees working under them for effective functioning of business.
Negotiator- Manager also plays a role of negotiator for representing its company in
different market situation or for employees working under them in organisation (Gibson and
Parkman, 2018).
Leader:
A person who hold a dominant or superior position in business is leader. They have high
levels of controls in their hands to and influences staff in direction of goals or organisation.
Characteristic:
Honesty- Leader are honest towards work and follow some core values to be successful
and to be called a great leader.
Inspire Others- Leader has followers and that's only possible when a leader is inspiring
others by there actions and principles followed for work.
Roles:
Coach- Most important role leaders perform is coaching others so that they perform
given jobs with full potential to obtain organisational objectives.
Strategist- This is not just a role of higher level leader, all leaders on every level should
think strategically to keep bigger picture in their mind for benefiting company's operations
(Slack and Brandon-Jones, 2018).
Comparison between Manager and Leader:
Basis Managers Leaders
Definition One basic difference between
Managers and leaders is, Managers
have staff who works for them.
On the other hand, Leaders have
people who follow them.
Duties Managers create business goals to be
fulfilled.
Leaders see bigger picture and create
vision of organisation.
Risk Managers are one's who control risk
existing or approaching organisation.
In other words, they are risk avoiders.
Whereas, Leaders always try new
things and ready to take risks.
Leaders are risk seekers.
Objective Managers direct employees by Leaders know capabilities of there

assigning tasks towards company's
goals.
people, so they coach them towards
organisational objectives.
M1 Evaluation of role or managers and functions of managers by effective applications of
theories and concepts
Management by Objectives is a strategic model which is used by managers of an
organisation to increase the performance by clearly stating the objective and aims of company.
These objectives are agreed by both the management and employees.
Advantages and disadvantages of Management by Objectives
Advantage Disadvantage
This theory works in order to motivate staff as
involving employees in decision making and
goal setting, makes them feel important.
As opinions of many people are taken this
creates confusion and misunderstandings in
organisation.
Classical Management theory is based on the belief that staff or workers only have
physical and economic needs, ignoring other potential desires and wants of employees.
Advantages and disadvantages of Classical Management theory
Advantage Disadvantage
Single leader makes all the decisions reducing
conflicts and misunderstandings amongst the
staff and organisation.
Only two needs of employees are considered in
this theory which demotivating for staff and
harms the company.
Behavioural Management theory address the human dimension of work, understanding
the behaviour of personnels in better manner and motivating them accordingly.
Advantages and disadvantages of Behavioural theory
Advantage Disadvantage
This is used to shape the behaviour of workers
which will gradually help in developing better
skills.
This theory fails to look at underlying causes
and problems of staff, just focuses on their
behaviour.

Transactional leadership style is a method which is used by leaders by which they
promote compliance by followers through rewards and punishments. Leaders motivate staff by
transactional leadership style for short-term.
Advantages and disadvantages of Transactional leadership
Advantage Disadvantage
This leadership style will help leaders to
achieve organisational goals effectively and
efficiently, that too in given time frame.
Through this leadership method managers
motivate staff but fails to encourage creativity.
Transformational leadership style assist leaders in motivating and inspiring staff to
innovate and be more creative.
Advantages and disadvantages of Transformational leadership
Advantage Disadvantage
This leadership style helps in reducing
employee turnover and retaining skilled labour
for longer duration.
Leaders have to continuously collect feedback
and perform monitoring activities.
TASK 2
P2 Implementation of Role and Functions of Leaders and Managers
Introduction of new online sale service
Pret A Manger has introduced new online portal for customers to place their orders online
and get their food delivered at their desired location. This portal is brought in by Pret A Manger
due to changing working environment in food industry. Technology is taking place of in
everyday life of people influencing customers preferences. Nowadays, people are more
comfortable with getting their food where they are rather than visiting restaurants. Also, these
home delivering services are very helpful in emergency situations giving comfort of food to
consumer at their place without going anywhere removing all hustle.

Many competitors are entering in market with new innovative ideas or technology
affecting business along with presence of existing competitors. This brand-new operation will
bring more sales to Pret A Manger allowing to have competitive advantage over other
challengers sometime before them.
Manager have different function to perform in accordance with new idea introduced in
Pret A Manger which are as follows:
Train employees- Managers are responsible for training employees of Pret A Manager
about how to use the new tool introduced by company (Mahadevan, 2015). Developing
something and working on it or with it are two different things, employees at Pret A Manger are
not skilled to use new portal and manage orders. Managers conduct training program for staff to
give them knowledge on what the new portal is and how to use it in daily operations.
Marketing- Developing new technology is important for regular changing business
scenarios but marketing them well and informing customers about it is also a very important
aspect which function is performed by manager (Ravindran, 2016). Pret A Manger's manager
will make unique marketing strategies to introduce its consumers with its new portal and brief
them about idea behind it.
Role of Clive Schlee (CEO) in Pret A Manger in relation with fresh online portal:
Employees sometimes are very rigid to adopt change because of many factors like age,
skills etc. and to motivate them in favour of company is job of leaders to do (Bromiley and Rau,
2016). CEO of Pret A Manger will be first one to inform employees or staff about new portal in
company's meeting but then some employees can be rigid to change speaking against it. To deal
with these kind of problems is main role of leaders, here Clive Schlee (CEO) will talk with
employees and make them understand need of this change to happen in organisation and
motivate them to learn how to work on it. CEO can adopt various motivational strategies to deal
with workforce, Clive Schlee can plan some unique reward system attach to working with portal.
Some additional benefit can be provided to staff in order to motivate and bring workers to make
effective and efficient use of portal, increasing productivity of Pret A Manger's operations.
P3 Application of leadership theories in Pret A Manger
Many different leadership styles are introduced by researchers in market, organisation are
also using them three of them are explained below:
Situational Leadership:

This theory was developed by Kenneth Blanchard and Paul Hersey. Situational leadership
theory suggest that no theory is best enough it all depends on situation and which strategies are
best-suited in that scenario (Ferguson and et. al., 2016). According to this theory, effective
management takes place when leaders adopts their plan of action in relation to the situations,
nature, size and other factors indulged in completing tasks. It has four stages explained below:
Directing- First step for every new employee starts with some directions. In this phase
leaders tell employees what they have to do and how they have to do it. Employees understands
and get clear picture of what is expected out of them.
Coaching- In this stage employees know what they have to do but some guidance is still
required to improve their skills or knowledge.
Supporting- This stage automatically come after coaching, here leaders focus more on
their relationship with staff rather then tasks. On this step employees have already developed
skills, managers mow start getting them involved in decision making and formulating action plan
to achieve objectives.
Delegating- The job of leaders here is to monitor and supervise employees performance
to see if they are doing give job effectively in accordance with company's goals.
System Leadership:
System theory is developed by efforts of many researchers and therefore, its a product of
hard work of different people. This theory helps leaders to create a atmosphere where workforce
at levels can perform their duties effectively with their full potential to acquire organisational
predetermined objectives.
Contingency Leadership:
Contingency theory was developed by Fred Fiedler in 1958. It states that a leader is
effective when its leadership style matches with situation. It has three different factors:
Leader-Member Relations- This factor includes how managers talks or interact with their
staff.
Task Structure- On what basis jobs are assigned to employee by leaders.
Positional Power- This factor shows how much power and authority managers hold over
employees working under them.
After looking all three leadership style managers can adopt to attain effective and
efficient results by managing employees in appropriate manner. Managers of Pret A Manger can

adopt Contingency leadership style to motivate or encourage employees in such a way to obtain
best possible results (Kopardekar and et. al., 2016). As working environment of Pret A Manger is
friendly, leaders can freely interact with employees about different tasks they need to perform.
Jobs are allotted to staff in accordance to their talent or potential so they can produce best
outcomes for business productivity. Also, managers of Pert A Manger can use situational
leadership for managing personnels and making them work in accordance with the company.
Managers can use different ways for unique individuals for encouraging them and resolving their
problems, in order to motivate them and work with their full potential.
M2 Analysis of strengths and weaknesses of different approaches for leadership
Advantages and disadvantages of Situational Theory
Advantages Disadvantages
This theory recognizes the need for flexibility
in organisation and the way leaders manage
the staff or personnels of their respective
company.
One weakness of this theory is it focuses on
short term needs or requirements. Situational
leadership is more about meeting exact needs
rather than focusing on future needs.
This leadership style develops good relations
amongst employees and leaders bring
bringing ease and comfort in organisation.
Also, situational leadership is only effective and
useful in task oriented environment or where
company follow task directed structure.
Advantaged and disadvantages of System Theory
Advantages Disadvantages
System leadership style helps leaders and
employees to increase the productivity in
order to attain all objectives of company in
time.
Circumstances are not same always in an
organisation, here comes the need for flexibility.
System leadership style is not adaptable in all
scenarios and situations.
This leadership method helps leaders in
understanding the needs of employees and
motivate them accordingly so that they can
work with their full potential in order to attain
their objectives.
Consistent evaluation is required, leaders have
to continuously re-evaluate their leadership
methods for gaining effectiveness.

Advantages and disadvantages of Contingency Theory
Advantages Disadvantages
Most influencing characteristic of this
leadership style is, leaders include employees
in their decisions. Personnels take more
interest in organisation serves in better
manner and brings creativity.
Managers sometimes are incapable or holds
insufficient skills to make decisions and change
according to the regular changing situations.
This leadership style gives full freedom to
leaders to choose their practices and way of
working or dealing with staff.
Constant changes in working environment of
organisation brings huge challenges in front of
staff to work effectively .
Strengths of manager of Pert A Manger:
Managers of Pert A Manger are very effective they manage the staff efficiently which is
one of the main strengths of them. Managers work and lead personnels in very effective manner,
imposing appropriate leadership styles and encouraging them to work potentially.
Weaknesses of managers of Pert A Manger:
One weakness of managers in Pert A Manger is their market research strategy is really
weak they are incapable of conducting research and gaining knowledge about the external
condition. Needs of customers are not properly recognized by the managers and that is a negative
impact managers have on organisation.
TASK 3
P4 Key Approaches of Operation Management
Operations management is the administration of business activities for bringing highest
level of efficiency in operations of organisation. It is performed for converting materials and
labour into finished goods and services as efficiently as possible and earning maximum profits.
Marketing function is the role which enables organisation to identify and source
potentially successful products in marketplace and place them in a unique manner. Marketing
function includes several activities which are performed by marketing managers of every
company. Some activities of marketing function are market research, creating an marketing plan,
and implementing those plans for developing effective product as well as strategically promoting

the developed good in market. Marketing managers in Pert A Manger also perform marketing
activities to promote food items company is offering to their potential customers. Marketing
managers focuses on promoting and advertising offerings of Pert A Manger by highlighting on
the fact that they do not use any harmful chemicals or preservatives while preparing food
products.
Product development function refers to all those stages which are performed for
bringing the product and changing it from idea or concept to end good or service. Several stages
and steps are involved in this function which is considered as entire journey of a product from
very beginning till the end. Pert A Manger's products development managers are also responsible
for developing new products. They take help or marketing function for conducting market
research and according to the information gathered, managers innovate or create a fresh food
item for their menu in order to attract more and more people.
Operations functions refers to all those actions and activities performed in order to keep
the company going smoothly by monitoring all the operations involved in organisation.
Operation function involves all those action which are taking place in an organisation from very
beginning. It is a function which is performed to see that all tasks or activities which are going on
in company are working properly so that predetermined objectives of company are attained
effectively. Pert A Mangers also has an operation department, professionals of operations team
make plans for effective running of different departments and implement changes if required.
Human Resource function is one of the most important functions, as this refers to
bringing appropriate talents and skilled employees in organisation. Human resource is the key
asset or every company, as employees are the on which execute all the plans of company in order
to achieve aims and objectives. Pert A Manger is a food developing and providing firm, in which
they need expert chef's and who can produce food according to company's standards. Therefore,
this is a very important function which is performed by managers.
Some of the key approaches followed in operation management are explained below in relation
with roles of managers and leaders play to have an effective operations management system.
Total Quality Management (TQM)
TQM was introduced by William Deming, its an overall continuous process used by
organisation for detection and reduction of errors in producing goods, improving customers
satisfaction by serving up or beyond their expectations and ensuring proper trained or skilled

employees are appointed for task. TQM process make sure all functions involved in production
process are held accountable for quality of products and services offered. TQM ensures errors are
reduced to minimal level by providing proper guidelines and process standards to manufacturing
department. It has different basic principles as follows:
Continuous Improvement- Using right techniques creative products can be developed
with continuous changes, attracting more consumers providing satisfaction. These slightly
changed good market themselves due to their uniqueness from other present products.
Communication- Strategies for communication are formulated in such a way that it
enhance operations in line with objective along with vision and mission of organisation. Good
communication between employees of different departments will enhance the operation system
made by leaders. Rendering best effective results from with less cost (Venkat, and et al., 2015).
Focus on Customers- While using TQM first think to keep in mind is quality criteria is
fixed by consumers. Therefore, its very important to understand needs of customers and stand
up-to their expectations. More efforts should be made in training employees and improving
processes of company through this function development of new products can also take place
raising company's productivity.
Lean Principle
This principle works on phenomena of continuous improvement in customers
satisfaction and reducing waste. This principle is proven to be best and effective in most
demanding industries, role of this principle is very simple to understand and apply. It has five
steps :
Identifying Value- First step is to identify what actually customers want an what can
create value for them as well as for company. It should be very specific which directly resolves
problems of consumers (Littlefield and et. al, 2016).
Value Stream Mapping- Once value is identified then its time to look at entities workflow
to create and deliver end product to customers. It helps managers to make a base about problems
exist in processes and responsible people which reducing value company can offer.
Creating Continuous workflow- Means improving workflow of each department for
smooth functioning and removing any interruptions occurring in any cross-functional teamwork.
Dividing processes into smaller parts visualizing workflow removes disruptions and bring
efficiency in processes.

Developing pull system- This step ensure that new continuous workflow remains constant
and stabilize company's operations. Stable workflow will also ensure faster and better delivery of
given assignment to particular employees or teams. Thus, waste is also reduces in any production
process or cycle.
Facilitating Continuous Improvement- This step is last but not least, here managers with
variety of tools identify what an organisation is doing, what they need to do and how to eliminate
errors if present. Leaders also finds ways by which they can make their process work better in
more efficient manner to gain more with less waste (Kato and et. al., 2015).
P5 Advantages of Operation Management
Business objective are the aims and goals set by management of company in the very
beginning and all the activities which are taking place in organisation are in for attaining all
those business objectives. Due to continuously changing environment and market condition
business objective also change but they are align with the organisational mission and vision
statements. Business objective of Pert A Manger is to provide best quality food to public in
which fresh ingredients are used and no chemicals are added while preparing it. Company
focuses on serving best to its customers and profits on the basis of their offerings. Also, company
concentrate on keeping all employees together by motivating them and providing them work
satisfaction.
Performance objectives are the standards set by top level management in relation with
the methods and manner they work and carry out their activities. Performance objectives varies
from company to company as every organisation works on different ethics and values. Pert A
Manger performance objective is to provide fresh and good quality sandwiches to everyone even
if it is costly or more time consuming. For obtaining this objective company ignores and declines
the idea of huge centralized factory for producing sandwiches. They still works with their old
methods and use professionals which are experts in food preparation for preparing sandwiches.
Primary objective of operations management is effective use of present resources to bring
maximum output from any product or services company offer. Operations management can
benefit Pret A Manger through many ways:
Profitability Management- Through proper management of operations managers can rely
on current state of company and personnel can search for innovative ideas to increase sales.
Monitoring these sales and expenses makes it much easier to study and manage profitability

trends (Addo-Tenkorang and Helo, 2016). It is mandatory system for every organisation which
will lead them to make good use of its resources along with better earnings and saving huge
wastage or unnecessary cost.
Align Customer Requirement- Effective operations management will give good
understanding of consumers needs which will enhance process of organisation, contributing
towards attaining clients satisfaction (Hoyos, Morales and Akhavan-Tabatabaei, 2015). Which
further results in better revenue as customers will trust the brand, becoming loyal for company
carrying more business as mouth publicity also plays a great role in branding and building
reputation of company.
Optimum Utilization of Resources- Operations management promotes best use of given
resources, reducing cost of production and improving profits. Main role of having operations
management system handles designing, organising and maintaining a system which will enhance
company production with less cost and using raw material to its potential (Hübner, Holzapfel and
Kuhn, 2015). It also gives a competitive advantage over other competitors as with low cost
production prices for products and services will also be less as compared to others in market.
Which will definitely attract customers as they are getting same goods at lesser price with same
quality.
Regulatory Compliance- Analysing operations regularly gives a upper hand to business to
be safe from high governmental fines or penalties. Every government have some proper rules
and regulations for industries to for maintaining better control and safe environment so that no
misuse or over manipulation of resources can be stopped (Hübner, Holzapfel and Kuhn, 2015).
Set of adequate rules or policies company make for internal controls ensures cooperation with
laws made by government removing any chances of punishment in any kind.
M3 Improvements in operations management for increasing efficiency of business and
successful achievement of aims and objectives of company
The main strength of Pert A Manger is their ethical and strong values by which they are
working and operating in market. Company provide proper training to employees regularly for
increasing their skills and updating their knowledge, which benefits both the staff as they are
developing better practices and Pert A Manger operations as ultimately staff is working for them
and attaining good results. The place or sector where company lacks is its technological
advancement and the way they conduct their operations. Company can use better technologies

for conducting their activities which will provide them ease and comfort. Moreover, less cost
will be incurred by the entity and resources can be used effectively. Pert A Manger can make
improvements in their operations by using better technologies as it will make their practice more
effective and company can make better use of available resources.
TASK 4
P6 PESTLE analysis of Pret A Manger
Stakeholders are those parties who can affect or be affected by actions taken by
companies. Can be divided in two parts Internal Stakeholders those are present in entity and
gets affected by its actions. External stakeholders are those who are not directly affected but
have indirect impacts on them. For example Internal- Employees, Board of Directors, investors
etc. External- Consumers, Suppliers, Tax authorities etc. Internal stakeholder of Pert A Manger
are the employees of the company and external stakeholder are customers or buyers of the
products offered by Pert A Manger.
Business ethics is the study of policies and practices of company which are potential
controversial subject. Business ethics provides basic guidelines which can be chosen by
organisation to follow in order to gain public approval. Pert A Manger is a organisation with
strong beliefs and value they work ethically in almost all aspects and one of the most ethical
practice is their food preparation system. Company takes good care about the quality of food
they are preparing and serving also they make food in without any harmful chemicals following
all the guidelines of food federations.
Macro Environment is a condition which exist in whole economy rather than in
particular segment or region. Several macro factors exist in economy which have their impacts
on an industry rather than on just one particular organisation. For studying the impacts of macro
environment on Pert A Manger PESTLE analysis framework is used.
PESTLE analysis of Pret A Manger:
Political factor comes first in studying external market of businesses. It depends on
governmental laws affecting Pert A Manger's operations either in positive or negative manner. If
laws are not in favour or very complicated like huge tax rates it will directly increase cost of
production moving prices upward of goods which can reduce people interest in Pret A Manger's
good.

Economical factor states about economy in which Pret A Manger is doing business. It
depends on performance of economy which will directly affect company for short or long period.
If economy is in depression state or moving towards recession, its a big threat to organisation as
it can even lead to complete vanishing of Pret A Manger.
Social element is highlighting cultural trends or preferences of population. It'll be a very
important aspect for Pret A Manger to know about peoples choices and what they prefer over
what. It is divided in two parts demographically including tastes, fashion, place etc. and
psychologically including values, beliefs, principles etc. followed by people (Heizer, Render and
Munson, 2017).
Technological part talks about innovation or inventions taking place in market. This
factor has great impact on Pret A Manger and to deal with it leaders has introduced online portal
for consumers as well as for better sales. Technological issues comes in with changing world of
technology with fast catching of those innovations by people.
Legal sections are pointing on both internal and external laws of Pret A Manger. Laws
made by managers for smooth running of operations are in compliance with external laws to be
safe from any fines or penalties.
Environmental element includes all things that are influencing surrounding atmosphere of
Pret A Manger. Business environment include many factors climate, location , weather etc. these
elements will impact Pret A Manger if not studied properly and proper actions are not taken on
time.
These PESTLE elements also have ethical issues related to it both positive and negative.
Companies study their external situations make their plans accordingly in compliance with laws
implemented by government in their area (Reid and Sanders, 2015). Keeping in mind of each
factors then start their entity will be beneficial for actual business, when other situations are in
favour of organisation. But sometimes people go against and start finding some loop holes in
laws and other external affecting factors. Which end up affecting whole society not in short run
but for a longer period.
M4 Evaluation of impacts of PESTLE factors, ethical and unethical practices of Pert A Manger
All macro environmental factors have impacts on businesses and so on Pert A Manger.
Some of the factors are favourable for company and some are not, such as political and legal
elements are in favour of company as they work ethically. Pert A Manger take good care of laws

and regulations, they operate and make their strategies keeping in mind all governmental laws
and make sure to work according to them. Also, social component has positive impacts on the
operations of Pert A Manger as company serves best and tasty sandwiches to people which is
why customers are loyal towards the brand and choose them before others. The element which
has negative impact on the company is technological factor, as new advanced technologies are
coming in marketplace everyday. But Pert A Manger is still working with traditional methods
due to which huge costs are incurred by them. Extra costs results in lower profits and more
expenses which is not a favourable component for the firm.
CONCLUSION
From the above discussion it is concluded that manager+s and leaders plays an important
role in the development and also helps in achieving the success for company. As without the
cooperation and coordination of them it becomes quite tough for an organisation to accomplish
the goals and objectives. To describe their efficiency TQM and lean principles which renders the
efficiency and also ensure the optimum utilisation of available resources. By applying these
approaches, the productivity and production increases and also helps in increasing the reputation
and market position of the company. To analyse the chance of their production, external analysis
is conducted which evaluate the various factors as they help in expanding their business.

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