Leadership, Management, and Operations: Morrisons Case Study Report

This report provides a comprehensive analysis of leadership and management practices, using the supermarket chain Morrisons as a case study. It begins by differentiating between the characteristics and roles of leaders and managers, highlighting their distinct approaches to achieving business objectives. The report then explores how leaders and managers respond to different situations, such as employee turnover and technology upgrades, illustrating the varied perspectives and actions they take. Furthermore, it delves into the application of various leadership theories and models, including situational and systems leadership, and their practical implications within the company. The report also examines key approaches to operation management and the role of leaders in this context. Finally, it emphasizes the importance of operational management in achieving business objectives and analyzes the impact of factors within the business environment on operational decision-making. This analysis offers valuable insights into effective leadership and management strategies.

MANAGEMENT AND
OPERATIONS

Table of Content
INTRODUCTION...........................................................................................................................3
P 1 Comparison of characteristics and roles of leader and manager......................................3
P 2 Roles of leader and role of manager in different situations.............................................5
P 3 Application of different theories and models of leadership.............................................7
P 4 Key approaches to operation management and role of leader.........................................8
P 5 Importance and value of operation management in achieving business objective..........9
P 6 Factors within business environment and impact upon operational management and
decision-making...................................................................................................................10
CONCLUSION..............................................................................................................................12

INTRODUCTION
The operation and management is a specific branch within the business which deals with
managing the whole process of production of goods and services within which the company
deals. The operation management deals with timely delivery of products and services to the
ultimate consumers (Mohammadi, Soleymani and Mozafari, 2014). The present case is based on
company Morrisons. It is a part of retail sector and was founded by William Morrison in the year
1899 around 120 years ago and was headquartered in Bradford, England, UK.
The current report will start by covering the difference between manager and leader in
respect of their characteristics and role within the company. Further it will discuss the role of
leader and the role of manager in the company pertaining to different situations. Next the report
will outline the different models and theories of leadership and how it is applied by leaders in
business. Also, it will discuss some key approaches to operation management and role of leader
in it. Furthermore, it will highlight the importance of management and operations in
accomplishing the business objective. At last the report will demonstrate the different factors
present in the business environment which affects the working of management and operation and
the decision- making.
P 1 Comparison of characteristics and roles of leader and manager
Leadership is the process of guiding, directing and influencing its followers and
subordinates in the direction of attainment of goals and objectives of business. In contrast,
management is the process of getting things done by others effectively and efficiently. Since
leadership and management are different in their approaches so the role of leader and manager is
also different.
A leader is an individual or a person who is responsible for establishing objectives,
conveying them to its followers and guide and direct them to accomplish the goals and objectives
defined by leader.
On the other hand, manager is a person who manages and checks that whether the work
assigned by leader is going in accordance with the planned work or not. The leader performs the
role of a motivator in hard situations as it motivates its followers whereas the manager is a
person who is responsible for allocating all resources for the optimum utilization of them
(Shabanpour - Haghighi and Seifi, 2015). There is a lot of difference between a leader and a

manager. The difference between manager and leader of Morrison is discussed in the following
points-
Basis Leader Manager
Meaning He is a person who is
responsible for directing and
guiding its subordinates or
followers in order to
accomplish and achieve some
specific goals and objectives
of businesses (Radosavljević,
Jevtić and Klimenta, 2016).
A manager is an individual
who is responsible for only
managing the working and
operations of business and is
also responsible for all
planning, directing and
controlling the business
operations.
Approach The leader has the approach of
setting the direction for all the
follower and subordinates
coming in its direction and
leadership.
The approach of leader is just
to follow the directions set by
leader. And to make
employees understand the
plans and ideas of leader.
Innovation Leader prefers innovation and
creativity in the style of
working and culture of
organization.
Manager just do the work as
usual. He is not at all
interested in innovating rather
he prefers same course of
action every day.
Aim The main aim of leader is to
accomplish the overall goals
and objectives of the business.
The main aim of the manager
is to keep a check on the
working of the employees and
to get his salary.
Long term view Leader have long term view
and that is why they look at the
strength and weakness of the
people and help them in
maintaining those strengths
The view of manager is just on
developing system, structure,
budgeting, organizing,
staffing, problem solving and
controlling (Deihimi, Zahed

and improving the weaknesses and Iravani, 2016).
Developing skills The main objective of leader is
to improvise the skills, traits
and knowledge of all its
followers and to increase their
confidence level so that they
can work effectively and
efficiently and can grow and
develop.
The manager does not try to
develop skills of others it just
assigns employees with work
and needs the work completed
on time
Conflict Leader is a person who loves
to use conflict as a tool in
order to improve themselves as
well as its followers because in
conflicting situations followers
work more efficiently.
In contrast, managers are the
person who avoid conflicts.
This is because of the reason
that conflict may lead to
mismanagement of work and
also may reduce the efficiency
of employees because the
manager is not able to manage
the conflict.
Similarities
With the above differences there are also some similarities like both the leader and
manager works in one direction only that is attainment of overall organizational goal. Also there
is similarity that both the leader and manager works for properly allocating the scarce resources
so that they are optimally used.
P 2 Roles of leader and role of manager in different situations
With the help of difference between manager and leader it is quite clear that both are
different in their role and type of work. So it very resonable that both of them will be different in
their way of thinking and perceiving things. In the same situation both the manager and leader
thinks and takes same thing in different ways. This is evident from the following examples of

different situation which occurs within the company. Different situations and the role of manager
and leader of Morrison is as follows-
Employee turnover- It is a situation within which the employees of Morrisons leaves the
job and goes to other companies (Anvari - Moghaddam, Monsef and Rahimi - Kian, 2014). This
is may be because of the major reason that they might not be satisfied with their job role or with
the working environment of the company or due to any conflicting situation present within the
company. In this situation both the leader and manager reacts to situation in opposite or different
ways (Anvari - Moghaddam, Monsef and Rahimi - Kian, 2014).
Say for example in this situation, the leader of Morrison, because of his job role and
characteristic will first try to analyse the situation of employee leaving Morrison. Next it will
personally meet the employee who is leaving the job in order to interact with him to know the
actual reason of leaving the job whether personal reason, dissatisfaction with job or with working
environment and culture of company. After understanding the problem of employees leader tries
to find solutions to those problems and motivated the employee not to leave the job.
On other hand, manager of Morrison is not even concerned about that an employee of
company is leaving the organization. He is not bothered to ask that what are the reason for his
detention from company and going for other options. He just performs his duty of informing the
human resource department that an employee is leaving so it needs to recruit another employee
and make arrangement for his resignation.
Technology up gradation- since the business exist in an environment which is dynamic
and ever-changing so there are many frequent changes in all the components of environment
whether be it political or social or technological. The major changes take place in the
technological factors. This is because of the reason that competition is increasing rapidly and to
face it, Morrison needs to adapt to these technologies to sustain the competition.
In the situation of implementation of the latest technologies, the leader of Morrison first
try to analyse that whether there is a need of updating the technology or not. If there is a need
then first it will make all the employees understand the benefits and advantages of installing that
technology in the company. This is done leader of Morrison because ultimately employees are
the ones who will operate the technology. If they will resist adapting to those techniques then it
will be waste of time and money.

On the other hand, manager is totally opposite that of the leader (Reim, Parida and
Sjödin, 2016). This is because of the reason that manager is not concerned the whether the
employees of Morrison will be able to handle the new technology properly and efficiently or not.
The manager of Morrison will just install the new technologies in the company without getting
the consent of employees.
P 3 Application of different theories and models of leadership
Leadership is defined as an activity or a process through which a leader is able to
influence, direct and guide the followers and other employees of company in the direction of
attainment of goals and objectives of business (Suarez - Barraza, Miguel - Davila and Vasquez -
García, 2016). For managing the business successfully the leader needs to have certain traits and
characteristics like honesty, self- confidence, good communication and many more other
characteristics. For efficient management of work at Morrison the leader of company can use the
following theories and models of leadership.
Situational leadership- It is a style of leadership adopted by leaders at Morrison. This
leadership style suggests that there is no appropriate or fixed style of leadership which a leader
follows. The adoption of leadership style totally depends upon the current and prevailing
situations. This is majorly because of the reason that the business world is very dynamic and
ever- changing so the situation does not remain same all the time. The leader have to adopt the
style of leadership that best suits the current given situation.
Advantages
This is the most advantageous style of leadership because of the reason that this is very
flexible type of leadership as it depends on the environment which keeps on changing
continuously so it has flexibility of changing the leadership style according to situation.
Disadvantages
Since this leadership style depends upon the current situation so it is some times difficult
for leaders to understand the changing situation that whether they have to continue with the same
leadership style or have to change. At some time the leader may not in the state of identifying
that which leadership style must be used in which types of situation prevailing in the company.
System leadership- This is a style of leadership wherein the leader of Morrison tries to
develop a system and working environment in which all employee work together with the
common motive of achieving the objectives and goal of company (Han, Liu and Zhang, 2016).

Advantages
Since the business exist in dynamic environment so they needs to adapt to environmental
changes so this style helps in proper leadership.
Disadvantages
This leadership style might develop a feeling within the employees that the leader is more
controlling on them and employees cannot work according their wish or according to their
mindset or way of working. They just have to follow the instructions of leader so it might
develop dissatisfaction among them (Pavlineri, Skoulikidis and Tsihrintzis, 2017).
Contingency leadership- this is leadership style wherein the leader of the company
believes that this leadership style says that there is no pre defined leadership style. The use of
leadership style totally depend upon the ability and traits of the leader only.
Advantages
Since the environment is dynamic so this style helps as this style is based on the principle
that leadership style depends upon the situation.
Disadvantages
The same advantage is also a disadvantage because in some case the leader can also get
confused that in which situation it has to apply which type of leadership.
P 4 Key approaches to operation management and role of leader
Operation management is that part of company without which the company cannot work.
It is a department which looks after the process of production wherein all the inputs are
processed through some machines and techniques and some final result is made. There some
approaches which can be used in order to do work systematically and properly. The approaches
used by Morrison are as follows-
Total Quality Management (TQM) – This is a technique or approach for management
and operation which is used by Morrison. This approach needs that the company must focus and
aim at continuous improvement in the operations of business and the quality of the operations.
The main focus is on quality because if the quality of goods and services will not be good then
the consumers will not prefer the products and services of Morrison. So it is very essential for
company to maintain the quality.
The manager and leader both use this technique because it improves the quality of wok
and this is much preferred by consumers.

Just in time (JIT)- This is yet another approach to operation management which helps in
inventory management. This is a technique used by Morrison to produce its products and
services on time and in efficient way. This approach help company in catering to the needs and
requirements of consumer on time so that they do not switch over to competitors product. The
main aim of just in time approach is to detect the problems and obstacles in the way of
production and to minimize them by providing solutions to those problems so that production is
done on time (Jabbari – Sabet, Moghaddas - Tafreshi and Mirhoseini, 2016). both the manager
and leader applies this technique because this approach helps in proper and efficient management
of inventory.
Lean manufacturing- It is also a type of approach to operation management which is
used by Morrison. This is because of the reason that it helps in reducing the waste in the
production process. This is a technique which aims at reduction of waste in the production
process. If a company produces any product then it will lead to waste and effluents which will
either hamper the environment or the goodwill of the company (Ahmadi, Haddad and Mariño,
2014). So for this Morrison uses the technique of lean manufacturing. This is because of the
reason that lean manufacturing works with intention of reducing waste and if there is waste then
it recycles it and uses it again. Also this technique is preferred by leader and manager as this
reduces the waste of the limited raw material.
Queuing theory- This theory is propounded by A.K Erlang and is also known as waiting
line theory. This theory comes into application when the situation arises where the consumers
come at the supermarkets of Morrison and have to wait for some time at that place and after
having those products or services they go. This theory help Morrison to know the reason for
delay in the products and services to the consumers. This waiting time indicates the reason
behind delay of goods and services. After knowing the reason the company takes corrective
actions to solve these problems. This approach is used by leader and manager of Morrison as it
helps company in knowing the reasons behind the delay in the manufacturing of sgoods
P 5 Importance and value of operation management in achieving business objective
Operation management can be defined as an activity or process which is used in order to
create the goods and services for the company. It can also be defined as decision- making
relating to the process of production and all the related activities which are undertaken to
produce the goods and services. Operation management is very crucial for the success of the

company because of the reason that if products and services will not be of good quality and
attributes than it will not be preferred by consumers. Importance of operation management for
Morrison is discussed in the adjoining points-
Achieving business goals and objectives- The major importance of management and
operation within Morrison is that it helps the company in achieving and accomplishing the goals
and objectives of business. The basic goal or objective of business is to earn profit and grow. So
to attain this objective it is very necessary for Morrison to have an efficient operation
department. This is because of the reason that if the products and services produced are not of
excellent quality then it is not possible for company to earn profit and develop the company.
Increase in customer base- with help of TQM the products are produced with superior
quality so it indirectly helps Morrison in increasing its customer base. This is because of the
reason that the consumers know the company just because of the quality of goods and services
(Thaler, Priest and Fuchs, 2016). If the quality will not be good then the consumers will go to
some substitute goods or to competitors. So the number of consumers of company is dependent
on the goods produced by operation and management department. If they produce nice goods
then it will increase the customer base which will eventually increase the revenue and sales of
business (Kavousi ‐ Fard, Niknam and Baziar, 2015).
Waste management- as the Morrison uses the latest techniques and approaches of lean
manufacturing which aims at reducing the waste in the production process so it helps the
companies in doing work efficiently and effectively. This technique is systematic and scientific
method of carrying on the production process with the least damage and waste.
Expansion- if the products and services of Morrison are liked much by consumers then it
can also go for expansion with a new product or service. The new launched product will be a
great success because all the other product of company with which it deals are all successful so
the new goods and services will have a guaranteed success. This is because it uses the technique
of just in time with help of which the company do production on time
Overcoming competition- operation and management of Morrison also helps in making
product and services effective and efficient so that it can face the tough and cut- throat
competition currently going on in the market. This is due to efficient operation department that
the company have superior quality of goods and services which can stand in tough competition.

P 6 Factors within business environment and impact upon operational management and decision-
making
There are many factors within the environment which affects the business and majorly
the operational management department of Morrison. The business environment refers to the
sum total of all the internal and external forces of business which affects the business and its
working. There are many factors within the environment which impacts the working of
Morrisons are as follows-
Political- under this factor the company is affected majorly due to the changes in the
nation's political state. That is any change in the political environment of business affects the
working of Morrison. So company has to thoroughly study the political factors of the whole
country.
Economical- within this the company is affected by changes in labour cost. This factor
also affect the operational management majorly. This is because of the reason that the operation
department is totally operated and managed by labours so if the rates of labour will increase than
it will be a disadvantage for Morrison and in same way if the labour cost is decreased then it will
be beneficial for Morrison that it will get more labour at the same cost as before.
Social- the company has to strictly follow the social pattern of the market in which
company deals. This is majorly because of the reason that every market is different and the
preferences of all the consumers are different. So for successful business company has to study
the social behaviour of residents of that country.
Technological- These are the major factor which affects the operational management of
Morrison. This is because of the reason that there are a good deals of technological advancement
taking place in the country due to tough and cut- throat competitive world. So, if the company
does not adapt to the latest technologies then it will be behind in the race of competition
(Moazeni, Powell and Hajimiragha, 2014). Also, it may be the case that if the company does not
adapt to the latest techniques and tools then it is possible that technology of Morrison may
become obsolete which is not good for company (Sharma, Bhattacharjee and Bhattacharya,
2016).
Legal- all the different countries have different legal systems and the company operates
in many different countries. So the company have to understand all the requirements of the
country's legal structure before starting any business in new country.

Environmental- under these factors comes the factors like stakeholder, corporate social
responsibility and many such factors which impacts the company's working. Morrison provides
high quality products so it is beneficial for company to operate in UK as the people of UK prefer
Impact on decision-making
All these factors affects the process of decision-making by the leader because changes in
these factors affects the working of the company very much. Like for example the leader decides
to adopt a new technology and suddenly the government puts a ban on that technology then the
leader has to change its decision of adopting that technology (Jung, Festijo and Peradilla, 2014).
CONCLUSION
With the in depth study of the report it can be concluded that management and operation
is very important and crucial for the business. So it is very important to have an efficient and
effective operation and management department within the company. The report started by
discussing about the role and difference of leader and a manager. Furthermore, it discussed about
the role of leader and the role of manager in the company pertaining to different situations. Next
it outlined the different models and theories of leadership and how it is applied by leaders in
business. Also, it demonstrated some key approaches to operation management and role of leader
in it. Furthermore, it highlighted the importance of management and operations in accomplishing
the business objective. At last the report described the different factors present in the business
environment which affects the working of management and operation and the decision-making.