Service Leadership and Quality Management

This assignment delves into the crucial link between service leadership and quality management within organizations. It examines various theoretical frameworks like developmental management and lean management systems, highlighting their impact on continuous quality improvement. The analysis extends to explore the role of charismatic leadership and employee commitment in enhancing service quality performance. Empirical studies investigating the effectiveness of total quality management practices in service sectors are also considered.

Unit 5: Leadership and Management for
Service Industries.

INTRODUCTION
From last few decades service industry have some precedented growth in service industry
and it is in its maturing stage. Few industries contributes in GDP of economy such as
commercial enterprise, H&C, hospitality, T&T with IT Sector are main factors which
commendation to gain large market share. That assignment rely on Docklands academy, London
and provides lot of services under one roof in that restaurants Hazev, Haz and Tas and 21 food
and beverages chain. That assignment rely on traditional management and leadership styles and
theories to gain competitive advantage and duty of leader with their respective way of working in
service business. It also includes revaluation of administration and leadership form in that service
sector with inside and outside attributes that contributes and causing to take appropriate decision.
In addition to hard and soft skills in current management for deliver right kind of value. Further
that also includes future management and leadership skills and how it can be achieve.
TASK 1
P1
Classical management conception rely on belief that manpower only possess sensual and
social wants (Bon and Mustafa, 2013. ). that not focus on social requirement of customers but
centering on specialization of manpower, leadership of integration and profit making with
appropriate decision making. Kinds of classical management concept which are as:
Scientific management:
Scientific theory of management states about that there are various ways and methods to
proceed one task and consider one task out of them that is best that is main purpose of scientific
management (Campbell, Jardine and McGlynn eds., 2016.). This theory states about develop
understanding and acknowledgement among employees and enhance their efficiency. This
management theory should be introduce by them to make people understand that adaptation of
best method to improve productivity level. It focuses on functions of managers and leaders to
plan and coordinate functions of workers. In case of Docklands Academy in which Hazev, haz
and Tas they adopt different kinds of leadership and management styles to distribute functions
and attributes to their manpower in proper distribution of roles and responsibilities.
Bureaucratic management:

This is one of another important theory of management which describe about that apply
in every sphere in public and private sector with other organisations. It focuses on to operate
organisations within different hierarchy of positions ( Chen, Zhu and Zhou, 2015.) In which
many positions are such s presidents, vice president and managers with assistant manager and
other higher authorities concerned in it. In case of Hazev, Haz and Tas they by choose.
management approach distribute roles and functions to their subordinates.
In service industries these theories plays major role in distraction of tasks and responsibilities to
acquire large market.
P2
Leader is one individual inspires and guide another person by using their leadership style
to reach at desirable goals and objectives. further they plays crucial role and function to grab
attention of large no. of consumer base that as:
Required at all tier:
Leadership is an crucial function which is essential at all tier of system and management.
At higher authority that are very crucial to co operate with develop rules and policies. At middle
and lower level they require reading and implementation of idea and policies that is build by
administration. It should be implement by direction and counsel for performance of that
Representative of an system:
Leader works as an representative of an organisation and represent in seminars,
conferences and in general meetings to deliver right kind of value to the ultimate consumer base.
In respect of Hazev, Haz and Tas they with help of leader represent themselves in front of their
consumers for getting desirable outcomes.
In an organisation various kinds of leadership form which is adopted by Docklands Academy,
London which are as:
Autocratic leadership:
In that leadership style that is totally situated or centred on boss and clutch all control and
obligation for reaching at desirable outcome. In that leadership mode leader to grab all
judgement by not taking suggestions with their associate. It take judgement and transmit with
their associate and judge to efficient execution. In that surroundings there is no flexibility to
adopt changes or change in their works and procedures. For an example in context of Hazev,

Haz and Tas they deal tasks and responsibilities to people so that they can deliver one of best
efforts in organisational context.
Democratic leadership:
In respective style of leadership associates as per the situation takes major decisions to
remain always competitive and that leadership style based on subordinates and but leader have
final responsibility in taking decision. For an example with the help of that leadership style
organisation can be take decisions in adverse situations for gaining potential results by
distributing roles and responsibilities to them.
Transformational leadership style:
Transformational leadership style concerned with leadership style to bring initiating
changes in organisational works and activities. They motivate and inspire other to be more
intended and even more thought possible. This leadership style proved beneficial for
organisation that rapidly bring changes in their works and activities.
P3
Management and leadership theories and form plays major role in finalisation of works
and duties according to requirement of an system (Huarng and Ribeiro-Soriano, 2014.). The
above mentioned styles of leadership helps in apply these theories and practices according to
demand of time and appropriate to situation. In case of Hazev, Haz and Tas management styles
plays very major role to distribute task and responsibility to review performance level of their
employees and according to adopt different leadership and management that are relevant in
different circumstances. In hospitality industry in which no time limitation exist and people have
to adopt changes in hospitality industry. In travel and tourism industry in which they connect
with all other industries to give pleasant experience to their consumer base so all these theories
and practices proved helpful in accomplish goals and objectives. For an example these theories
and practices are very much important to manage and coordinate the works and activities to
remain always competitive in marketplace. In order to the firm by using different kinds of
leadership and management theories and practices organisation can be handle in adverse
situation that appears in an organisation to get desirable outcomes.

TASK 2
P4
In an system both inner and outside component causing the management form and their
appropriate composition that helps in taking decisions in hospitality industry. The forces that
take modification in organisation works and operation known as interior and outside
environments (Iszatt-White ed., 2012.)
There are different types of digital technology that helps to influence the both interior and
outside section on the management mode and structures. In that includes websites, buying and
selling products online, smartphones, digital television, video streaming and many more to
remain always competitive in marketplace.
Internal factors or environment:
In internal environment of an organisation consist of events, people, factors and systems
and structures with circumstances that influence and control all works and activities in
organisation. In internal environment consist of mission, culture of an organisation and style of
leadership and all depend on each other to reach at desirable goals and objectives. Internal
situation and their section straightly influence organisational activities and works, their decisions
and behaviour with attitudes. Change in all these factors directly influences and impacts on
works and action of an system. In case of docklands academy in which Hazev, Haz and Tas
consist and these internal factors influence their works and procedures and directly impacts on
their profitability. The advent of the artificial intelligence that affect the working style of the
organisation and their internal environment too to get effective results. For an example by using
the Artificial intelligence organisation can be able to get the high level of productivity and
accuracy to get effective results.
External environment:
In external surroundings consist of component that influence factors external of an
governance and beyond the control of an organisation. Customers, competition and economy,
technological factors consist in that category and significant influences on current operations and
growth of organisation (Kanji, 2012.) with the help of advance tools and techniques organisation
can be able to give competitive advantages so that effective results should be accomplished in
proper manner.

TASK 3
Covered in PPT.
TASK 4
Covered in ppt.
CONCLUSION
From the above report it has been concluded that leaders and managers plays crucial role
to manage and control all activities to reach at desirable goals and objectives. To set goals and
objectives different kinds of leadership and management theories helps to direct and enhance
productivity of employees. In order to success in business environment organisation have to
brings things and attributes in innovative way so that they can enlarge business opportunities.
Hence leaders and managers and their various approaches helps to gain large market share and
grab various opportunities.

REFERENCES
Books and journals:
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