Role of Management and Leadership in Operations Management - A Case Study of Uber

This report explores the role of management and leadership in operations management, using Uber as a case study. It discusses the roles and characteristics of leaders and managers, different theories and models used in the organization, and the importance and value of operations management in achieving business objectives. It also examines the key approaches to operations management and the role of leaders and managers within Uber.

Management and Operations
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Determine and compare the roles and characteristic of leader and a manager.................3
M1 Differentiate between the role of leader and function of manger by using range of theories
and concepts...........................................................................................................................5
TASK 2............................................................................................................................................5
P2 Apply role of leader and function of manger in different situational contexts.................5
P3 Explain different theories and models used in the organisation........................................6
M2 Assessment of strengths and weakness of different approaches within the work
environment............................................................................................................................7
TASK 3............................................................................................................................................8
P4 Determine the key approaches to operations management and the role of leaders and
managers within the organisation...........................................................................................8
P5 Determine the importance and value of operations management in accomplishing the
objective of business...............................................................................................................9
M3 Evaluate how leaders and managers can improve efficiencies of operational management
to meet business objectives. ................................................................................................10
TASK 4..........................................................................................................................................10
P6 Factors impacting decision making.................................................................................10
M4 Analyse how different factors affect the business environment and wider community 11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
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INTRODUCTION
The set of activities performed in the organisation is with the view to increase and
enhance the value of business hence, consider as a part of operations. The activities are designed
and control in the manner so that all the resources which are available are properly utilize in
correct manner is termed as operations management. This report is based on the role of
management and role of leadership in order to improve and enhance the internal operational
management process within an organisation. For better and effective understanding of this
concept this report is based on UBER Technologies Inc. It is one of the well established and well
known American multinational company. UBER was founded by Garrett Camp and Travis
Kalanick in year 2009 and headquarters are in San Francisco, California. The company provides
services such as transportation, food delivery, vehicles on rent, etc. The topics covered in the
report are role and contribution of leader and manager within the organisation in handling
different situations effectively and efficiently, different theories and models of management,
importance, approaches and value of operational management are evaluated with the motive to
accomplished organisational objectives (Burns, 2018).
TASK 1
P1 Determine and compare the roles and characteristic of leader and a manager.
Leaders are the one who are working within the organisation with the motive to provide
success and formulate effective strategies (Cachon, Girotra and Netessine, 2020). Where as
managers are the one who are responsible for implementing the strategies in order to obtain
desire results. Moreover, for the success of business it is important to have leaders who are
skilled managers as well as managers who posses leadership skills.
Difference between role of a manager and a leader
Basis Leader Manager
Business structure and
Relationship
It is one of the most important
role of a leader to understand
the requirement of business
and accordingly build the
structure for effective
The role of manger within the
organisation is to established a
effective relationship among
the top and low level
management so that work goes
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utilization of resources.
Leaders deal with long term
planning and business
operations. The CEO Of
UBER along with the other
board of directs formulate
strategies and plans in order to
accomplish the goals and
objectives of company.
on in effective manner.
Managers deal with short term
and day to day operations in
business. In Uber the role of
manager is to actively
participate in the activities of
business with the motive to
keep the healthy work culture.
Planning and
implementation
Another important role of
leader within the organisation
is to plan the working process
and various strategies with the
objective to contribute in the
accomplishment of
organisational targets. Leaders
working in Uber develop and
formulate effective and
flexible strategies according to
current rends in market with
the objective to focus on the
growth and development of the
company .
The role of manager within the
organisation is to act as
supervisor and guide in carry
the activities in effective
manner. In Uber the manger
play the role of supervisor as
they guide and support the
subordinated in carry their
work in proper manner with
the objective to enhance their
performance.
Difference between characteristic of a manager and a leader
Basis Leader Manager
Knowledgeable and
intellectual
A leader has a clear mind set
regarding vision and mission
of the organisation and work in
the direction with to provide
The managers within the
organisation are responsible to
manage the time according the
according to the work load.
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success. They are concern with
radical changes. The leaders
working in UBER has clear
goals and formulate effective
strategies for employees so
that they do not remain
dependent and able to work
effectively and efficiently
(Chary, 2017).
They are concern with
evolution. Mangers working in
Uber are multi-tasking and
motive its employees to
develop the same skills and do
not depend on others (Chiarini
and Vagnoni, 2015).
Effective decision making
power
It is the prime responsibility
of leader to take decisions
according to the current
situation so that desire results
can be achieved. The leaders
working in UBER take
decisions along with the other
members with the objective to
effectively meet the targets.
Mangers are hired in the
organisation with the motive to
handle the team assigned to
them in effective and efficient
manner. The managers
working in Uber spend their
time in understanding its
employees and also solve their
problem and conflicts.
M1 Differentiate between the role of leader and function of manger by using range of theories
and concepts.
The leader and manager play important role in the organisation with the primary motive
to accomplish its goals and objectives.
Behavioural theory- In Uber leader use behavioural theory in the its operation that is
focus on establishing friendly relation with its employees with the objective to make them
comfortable and provide healthy working environment. As a result employees work effectively
and helps in accomplishing targets on time (Choi, Cheng and Zhao, 2016).
Transactional leadership theory- The leaders working in Uber use this theory in order
to increase and enhance the performance of employees by providing rewards on good work.
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System management theory- With the use of this theory the focus of the managers
within Uber is formulate effective strategics and carry work in the systematic manner.
Contingency management theory- With the use of this theory the focus of the mangers
is to handle the different uncertain situations in effective manner.
TASK 2
P2 Apply role of leader and function of manger in different situational contexts.
In an organisation the role and responsibilities of leader and manager play significant role
in the success and achievement of goals and objectives.
Changes in management
Changes play important role as in this changing business environment it is necessary for
company to make changes in its operations and hire fresh talent with the motive achieve desire
results and to improve the work culture. Earlier Uber has complicated leadership style where it
become difficult to grow and has left the ethics behind. This all lead to toxic situation within the
organisation and in order to improve current state the change in management has helped in
improving the situation and building healthy environment (Cucoranu, 2015). The function of
manager in Uber is to established effective relationship with the other employees and ensure that
they are able to enhance their performance. The joint efforts of leaders and mangers has helped
the Uber in improving its work culture and improving the goodwill of the company.
Engagement of employees
Employee engagement is one of the effective approach which help the leaders and
managers within the organisation to develop effective strategy to accomplish goals and
objectives. Role of leader within Uber is to make sure that employees are comfortable at
workplace and able to enhance their skills so that they would able to achieve their individual
goals. The function of manager within Uber is to motivate employees so that they would able to
improve and enhance their performance and also able to learn new skills (Feng and
Shanthikumar, 2016).
Performance management
It consist of all those activities with helps in increasing and enhancing performance of
company at workplace. Within Uber the role of leader is to develop new processes according to
the level of competition in the marketplace and changing needs of the customers. On the other
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hand managers are responsible for managing and enhancing the performance of of its team
members. This practice has also helped in retaining skilled and talented employees within the
company and also contributed in reducing the development cost.
P3 Explain different theories and models used in the organisation.
Leadership contributes in the growth and development of the organisation as the focus of
the leader is to perform to its full potential and provide positive result. Here are few theories and
models used by leaders in Uber:
Situational leadership
According to this theory the behaviour and the strategies are changed by the leaders
working within the organisation according to the existing situations. With the implementation of
this theory the focus of the leaders within Uber is to take effective decisions according to the
situation. Situational leadership was developed by Blanchard and Hersey and laid down the steps
for better results (Khanna, 2015).
 Telling- This style is used by the leaders in those situation in which they have to provide
essential information to its team members for accomplishment of the objective.
 Selling- This style is used in those situations where employees are in need of motivation
to perform their work in effective and efficient manner.
 Participating- This style is used by the leaders within organisation when there is lack of
confidence among employees and they are facing difficulty in owning their
responsibilities and perform the activities effectively.
 Delegating- This style is used in those situation where team is working according to the
desires of company where leaders would able to delegate task to its team members
individually under their supervision (Kumar, Mookerjee and Shubham, 2018).
System leadership
This leadership theory focuses on encouraging management to maintain and enhance its
existing system of functions and various departments within the company. Leaders operating in
Uber use this theory in order to identify and understand the inter personal aspects taking place
within organisation to deal with problems and issues effectively. This theory has contributed in
establishing strong interpersonal relationship with employees operating in various departments.
Contingency leadership
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The main aim behind using this leadership theory within business is to determine the
operations of leaders in dealing with the contingent situations. This theory contributes in the
growth and development of leaders. The Uber management use this theory in its operations with
the motive to identify and analyse all the contingent situations in effective manner before
formulating strategies to deal with them.
M2 Assessment of strengths and weakness of different approaches within the work environment.
The Uber has used various theories and approaches according to changing business
environment which has contributed in strengthen the position of company and at some point
weak its position.
Situational leadership
Strength- This leadership style adopted by the leader of Uber has helped in establishing
effective and healthy working environment. It has helped in operating in uncertain situations
effectively and also contributed in increasing productivity in the business.
Weakness- With the use of this style the leader have to make changes in its existing
methods or techniques which lead to confusion among employees as it lead to negative impact
on the performance of employees (Lee, 2018).
System leadership
Strength- The implementation of this theory has helped the leaders working in Uber to
established effective coordination among various departments with the motive to take corrective
actions to deal with threats and objectives.
Weakness- For effective implementation of this theory it is required to understand the
situation and to take decision accordingly which is a time consuming process. Sometime Uber
have to face loss of opportunity due to delay in the decision making process.
Contingency leadership
Strength- Uber leaders are able to understand the situation and are able to formulate
effective strategies according to various uncertain situations. As wrong decisions may provide
negative results which has impact on the goodwill of the company. This has provide support to
leaders as they are able to develop flexibility and able to adapt in different situations (Magon and
et.al, 2018).
Weakness- Due to use of this theory the panic situation is develop among employees due
to which their performance get low and they get demotivated.
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TASK 3
P4 Determine the key approaches to operations management and the role of leaders and
managers within the organisation.
There are various approaches which are used by the organisation in carrying its
operations and functions in proper manner. Here are few approaches used by Uber within its
workplace to get desire results.
SERVQUAL
This is one of the quality management methodology which contributes in determining the
consumer perceptions on the services and products provide by the organisation. Uber is using
this approach in order to get feedback form the customers regarding services provided by them
so that they would able to identify the phases where they have to make changes for better
customer experience (Prashar, 2015).
Role of leader- The leaders are responsible to build the plan in order to determine
expectancy disconfirmation paradigm to know the viewpoints of its potential customers. This
help them in identifying the areas which requires improvement.
Role of manager- The duty of the manager in Uber is to work with its team in effective
manner with the motive to eliminate the phases which are formulating negative impact on the
brand value of the company.
Queuing Approach
This is an effective mathematical technique used by the management in order to
determine the waiting time of customers in the process of acquiring products or services of the
company. This approach will help Uber in developing the process for smooth function and to
provide better customer experience (Ravinder and Kollikkathara, 2017).
Role of leader- The role of leader in Uber is to build the system which contribute in
maximising the outcomes of the business and minimising the cost and other expenses of the
business. The focus is on providing excellent experience to customers and satisfying them.
Role of manager- The responsibility of manger within Uber is to work effectively with its
team members so that they would able to attend the quires of its customers as soon as possible
and make the operation process fast.
Lean thinking
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Lean thinking is an approach used by the organisation to know and record the time taken
by the management in providing services to its target audience. The main motive to know the
problems or difficulties taking place in the process so that effective corrective measures can be
taken. The use of this approach by Uber will help them in controlling and minimising the waiting
time of customers.
Role of leader- In Uber the role of leader is to provide right direction to employees so
that measures are taken to reduce the waiting time of customers (Reid and Sanders, 2019).
Role of manager- The role of manager is to see that its team members are working
effectively in improving the process system of the company and to enhance the productivity of
employees.
P5 Determine the importance and value of operations management in accomplishing the
objective of business
Effective management of business operation within the organisation contributes in
controlling and monitoring the activities so that desire results can be accomplished.
 Increase in productivity- Productivity is term as the process by which top management
measures the working efficiency of employees and determine the areas which need
improvement. The operations management within Uber is helping them in utilizing its
human resource in effective manner so that they would able to meet the changes taking
place in the environment and able to maintain its current position in marketplace.
 Increase in sales and revenue- Operational management process has helped Uber
employees to focus on innovation and creativity in order to make its process easy and to
attract more customers. This will lead into increase in sales and profit volume of the
company. As with the increase in the needs and desires of customers the competition
level is increasing hence there is high demand for innovation (Saucedo-Martínez and
et.al, 2018).
M3 Evaluate how leaders and managers can improve efficiencies of operational management to
meet business objectives.
The leaders and mangers are working hard in coordination within Uber to ensure that
goals and objectives can be accomplished. They are focusing on the effective implementation of
operational management by conducting market research in order to know the current trends. The
leaders and mangers with the innovative team work in order to provide various facilities and
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services to its targeted audience. Safety has become one of the major concern of customer hence
company has provided ride sharing facility so that customers close one can track them. Moreover
the customer support system of uber is able to provide quick response to customer quires and
able to satisfy them with its quality services.
TASK 4
P6 Factors impacting decision making
Operations and functions of an organization are impacted through various factors those
are existing with the external environment of the company. These factors may affect the
business, in both ways, direct as well as indirect. Some of prominent factors are listed below:
 Corporate social responsibility: There is a direct relationship between business and the
society in which it exists. Therefore, it becomes obligatory to follow each and every norm
in order to satisfy needs and wats of societal setup. Company is using resources from this
society only, therefore, it is necessary to return back something also. In context of Uber,
leadership of the Uber has developed prorgrams like UberHue, Women of Uber,
UberABLE, UberPRIDE, etc. to make a contribution to fulfilling their part of
responsibilities in societal welfare. Also, leaders and other managers of Uber make sure
that no policy of theirs are in contradiction with the culture and ethics of the society
(Song and Parola, 2015).
 Sustainability: In today’s competitive environment, it is necessary that companies are
following practices those support the idea of sustainability. This is necessary so as to
comply with governmental regulations also. Moreover, this is necessary so as to get
competitive edge in the market too. In relation with chosen firm, Uber promotes Carpool
so that less pollution generates. It promotes reuse and recycle of products and services to
help in waste management.
M4 Analyse how different factors affect the business environment and wider community
The various factors such as CSR activities, sustainability, ethics, etc has impact on the
business operations and activities. Uber has to take measures in order to protect environment
which lead to increase in the cost and expenses. Moreover the company have to share some
amount of its profit for the well fare of the society as it has been made compulsory by the
government (Sterman and et.al, 2015). It somewhere has positive impact as it contribute in
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enhancing the brand reputation of company at marketplace. The company need to formulate
strategies for its employees and make sure that it focus on their growth and development.
CONCLUSION
From the above report, it can be inferred that to take forward a business venture on the path
of success, it is necessary that management and leadership theories are kept in alignment with
operations. This report discussed various approaches and styles of same. Effective operations
management helps the company to reach desired objectives and goals.
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REFERENCES
Books & Journals
Burns, M. G., 2018. Port management and operations. CRC press.
Cachon, G. P., Girotra, K. and Netessine, S., 2020. Interesting, important, and impactful
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pp.214-222.
Chary, S. N., 2017. Production and operations management. McGraw Hill Education.
Chiarini, A. and Vagnoni, E., 2015. World-class manufacturing by Fiat. Comparison with Toyota
production system from a strategic management, management accounting, operations
management and performance measurement dimension. International Journal of
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Choi, T. M., Cheng, T. C. E. and Zhao, X., 2016. Multi‐methodological research in operations
management. Production and Operations Management. 25(3). pp.379-389.
Cucoranu, I. C., 2015. Laboratory information systems management and operations. Surgical
pathology clinics. 8(2). pp.153-157.
Feng, Q. and Shanthikumar, J. G., 2016. Not-for-profit operations management.
Khanna, R. B., 2015. Production and operations management. PHI Learning Pvt. Ltd..
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information systems interface. Production and Operations Management. 27(11).
pp.1893-1905.
Lee, C. K. H., 2018. A review of applications of genetic algorithms in operations
management. Engineering Applications of Artificial Intelligence, 76, pp.1-12.
Magon, R. B. and et.al., 2018. Sustainability and performance in operations management
research. Journal of cleaner production, 190, pp.104-117.
Prashar, A., 2015. Assessing the flipped classroom in operations management: A pilot
study. Journal of Education for Business. 90(3). pp.126-138.
Ravinder, H. and Kollikkathara, N., 2017. Project management in operations management
textbooks: Closing the gap. Journal of the Academy of Business Education. 18.
Reid, R. D. and Sanders, N. R., 2019. Operations management: an integrated approach. John
Wiley & Sons.
Saucedo-Martínez, J. A. and et.al., 2018. Industry 4.0 framework for management and
operations: a review. Journal of ambient intelligence and humanized computing. 9(3).
pp.789-801.
Song, D. W. and Parola, F., 2015. Strategising port logistics management and operations for
value creation in global supply chains.
Sterman, J. and et.al., 2015. System dynamics perspectives and modeling opportunities for
research in operations management. Journal of Operations Management. 39. p.40.
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