Leadership and Management in the Service Industry: HSBC Report

This report examines leadership and management practices within the service industry, using HSBC as a primary case study. It begins by explaining classical management theories, including scientific, bureaucratic, and administrative approaches, and their relevance to the banking sector. The report then describes various leadership styles, such as directive, supportive, and participative, and their roles in organizational success. It evaluates management and leadership skills, focusing on how internal factors like organizational culture and employee engagement, as well as external factors such as the economic environment, influence management styles and structures. The report also assesses current and future management and leadership skills, including change management systems and their impact on leadership. The analysis provides insights into how HSBC applies these concepts to achieve its goals and objectives.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRY

Table of Contents
LEADERSHIP AND MANAGEMENT FOR SERVICE INDUSTRY...............................................1
.............................................................................................................................................................1
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
P1 Explain concept of classical management theories in relevance with industry.........................3
P2 Briefly describe the leadership styles and role of a leaders in relevance with organisation......4
P3 Evaluate the management and analyse the leadership skills in relevance with specific service
sector................................................................................................................................................6
TASK 2.................................................................................................................................................6
P4 Mention about different internal as well as external factor which affects management style
and structure in particular organisation. ..........................................................................................6
TASK 3.................................................................................................................................................7
P5 Determine current management and leadership soft and hard skills with example of specific
organisation. ....................................................................................................................................7
P6 Determine futuristic management and leadership skill needed by a business organisation and
a method to achieve them. ..............................................................................................................9
P7 Evaluate change management system and how leadership skills are affected by change
mangement.......................................................................................................................................9
CONCLUSION...................................................................................................................................11
REFERANCES ..................................................................................................................................12
BOOKS &JOURNAL:..................................................................................................................12

INTRODUCTION
Leadership and management is considered as a process in which manager and leader execute
their business activities and function in an effective manner. This report is in context of HSBC
which is leading bank in UK. Bank provides ample number of services such as loans, credit and
debit card, overdraft facility etc. In this report, the different type of leadership and classical
management theories is taken which determine the role of leader within business organisation.
Beside from this, it has been analysed how external and internal factor imposes direct impact on
operation and activities of business firm. In addition to this, they determine present and future
leadership and management style for a particular business organisation in an effective manner. In
reference of HSBC, the leader and manager focuses on encouraging employees toward achieving
goal and objective in less period of time.
TASK 1
P1 Explain concept of classical management theories in relevance with industry
Classical management theory is wider and time consuming. In this theory, there is a
traditional belief that personnel in firm only have economic and physical needs whereas social
needs are mostly neglected by them. In context to HSBC, they have used this theory so that
perception and requirement of employees are clear and specific (Bratton, 2020).This management
theory includes scientific, bureaucratic and administrative theory of management. These three types
of management theory assists the firm to operate their activities and functions in systematic and
appropriate manner. In this theory, principles are defined which helps the management to achieve
the goals and objectives in proper manner. These theories are also known as constituent theories and
are adopted and use by firm in appropriate manner. Theories which are included in classical
management are mentioned below-
• Scientific Management Theory- Frederick Taylor is considered as father of management.
According to this theory of management, to get best output and result and to enhance the
productivity of business, it is important to increase the efficiency of employees or workers.
Also, Taylor states that there number of ways to get the task done by adopting different
methodology and ways. In relation with HSBC, they use different strategies and tactics
within and outside the firm so that employees in the organisation feels motivated and they
accept the change and challenges. With help of scientific management, entity is able to
increase the subordinates efficiency and which leads to boost in the productivity.
(MacBeath, 2019).
• Bureaucratic theory of management- Further comes the bureaucratic theory, in which
rules, regulations and power is involved. According this theory, management an employee
should perform their role and responsibilities by following the superiors decision. With help

of this discipline and management is well organised and maintained in effective manner. In
relation with HSBC, mangers as well leaders ensures that positive work environment is there
in the organisation. With help of bureaucratic, firm is able to provide efficient well
maintaining discipline in the organisation (Hunt, 2016).
• Administrative theory of management- Another theory is administrative theory in which
main focus is on team or group of members not on individual.. This theory states that for
better results work in the organisation should be done with help of team. Completing task
with better efficiency leads to smart works and positive relationship revolves around the
management.. With help of this theory, firm is able to achieve the goals and objectives if the
works is done by mutual understanding and in appropriate manner. In relation with HSBC,
in the management everyone in the firm perform their roles and responsibilities I proper
manner and work together as team (Joyce,2016).
After a brief analysis of above of above classical theory of management it is stated that
management in every firm are heterogeneous in nature and follows and operate with rules and
regulations. Also, organisation adopts these theories so that employees behaviour, attitude,
perception and progress while adopting change is analysed in proper manner. Different organisation
focus on different classical theories such as bureaucratic, administrative and scientific. It depends
upon the firm to choose and give importance to which type of management or theory.
P2 Briefly describe the leadership styles and role of a leaders in relevance with organisation
In an organisation, to run the business functions as well as operations in smooth manner it is
important for firm to have a leaders in the firm. A leaders manges all the employees and critical
situation or uncertain situation in appropriate manner. Employee and management are able to
perform their roles and responsibilities with guidance of leaders. So, a leader drives and stimulates
the subordinates as well as business activities in effective manner. In context to HSBC, there are
various roles which are perform by leaders in the organisation which are mentioned below-
Role of leaders-
• Problem solver- In business, sometimes situation is positive or negative depending on the
market events. So, a leader in the organisation act as a problem solver for both employee as
well as firm and resolve conflicts and errors with effective decision making and remedies. In
context to HSBC, leaders in the firm solve the problem by considering the root of the
problem and cause.
• Mentor- Employees needs someone who can motivate them to achieve the goals and
objectives and increases their efficiency. Without motivation it is impossible to achieve

something in life. Thus, leaders in the organisation also perform the role of mentor and
guides employees towards their right path. In relation with HSBC, leaders in organisation
helps and support their subordinates so that all the employees in the firm fulfil their
responsibilities in proper manner (Mahmood, 2018).
• Vision achiever- Every organisation have vision and mission which is necessary for them to
achieve within a time period. Vision helps the firm to perform better and at rapid level. With
help of leader firm is able to achieve their vision in effective manner. In relation with HSBC,
leaders in the organisation use strategies and efficient manpower so that enterprise vision is
achieved in proper manner.
Leadership Styles- Every leaders has its own style of handling and managing the employees and
management.. Leadership styles are important because business is dynamic in nature and due to rise
in competition it is important for firm as well as leaders to adopt various form of leadership styles
which are discussed below-
• Directive leadership style- In organisation, employees need direction as well as proper
guidance so that output is achieved without errors. In this leadership style, leaders guides to
team members as well as individual in proper manner so that errors as well as conflicts are
minimised in the organisation. In relation with HSBC, leaders in the firm use this style so
that works and task are completed within a time period (Kitana, 2016).
• Supportive Leadership Style- Further comes the supportive leadership style in which
leaders in firm supports and assists the employees both as a friend and mentor. This type of
leadership style is effective but it makes subordinates dependent on the mentor. In context
to HSBC, they use supportive leadership style so that employees in the organisation perform
in a proper manner.
• Achievement Oriented- Another type of leadership style is achievement oriented in which
difficult tasks as well as challenges are set by the leaders so that employees are able to
achieve higher output and results. In relation with HSBC, leaders in the company increases
the target numbers and accordingly subordinates perform and their efficiency increases.
• Participative Leadership Theory- In organisation, to maintain a positive environment it is
important for firm to work as team so that goals and objectives are achieved in proper
manner. In this leadership style, leaders in the organisation make decision while involving
every individual and group members. In context to HSBC, employees take equal part in
business activities and which results in high morale and a stability of subordinates is
increased.
After analysing a brief analysis of above leadership styles it is stated that it leaders and their
style are important in the firm. Without leadership style leaders cannot perform their role and

responsibilities and without leaders firm cannot achieve their target in effective manner.
P3 Evaluate the management and analyse the leadership skills in relevance with specific service
sector
In service sector, functions and operations of business are maintain and handled by
managers as well as leaders. Different types of roles are perform by service industry manager in the
management and also they are responsible for enhancing productivity and efficiency of the firm.
Management is broader and wider concept and time consuming and a proper control and change is
needed for the continuity of business. In relation with HSBC, their management is well organised
and structured which leads to better results and positive outcomes. Leadership skills are like
influencing others, motivating, guiding, etc. Implementation of these skills within the firm and team
is crucial because all these skills leads to enhanced and improved productivity of business as well as
employees. HSBC use effective strategies as well as tactics so that business activities are carried out
in proper manner (Webb,2019).
To improve the leadership skills, HSBC provide group activities and brainstorming session
within the firm so that leaders in the organisation are able to enhance their progress at rapid level. In
the firm they also communication as tool to so that everyone in the firm enjoys their freedom of
expression and a peace is established in organisation.
After analysing above matter it is concluded that leadership skills are applied in
management at broader level to achieve the goals and objective in proper manner. In service
sector , leaders perform various roles and responsibilities and act as multitask performed.
Management is the base of the organisation which means any change in the organisation will have
direct impact on management and employees.(Zeike, 2019).
TASK 2
P4 Mention about different internal as well as external factor which affects management style and
structure in particular organisation.
Internal Factor: There are some internal factor that imposes direct impact on management
structure and style in particular organisation which is going to be described below:
Organisation Culture: It described as a process in which the value, assumption as well as
culture which imposes direct impact on attitude and behaviour of people within organisation. In
context of HSBC, it is compulsory to have a positive culture in the organisation that helps in
boosting productivity as well as profitability level. If the culture is not favourable for people that it

is very tough for manager to handle its style and structure of business organisation.
Employee Engagement: It is important to take participation of employees in decision
making process in order to increase positive view of business organisation in front of subordinates.
In reference of HSBC, it is compulsory to have a proper employee engagement for developing
positive environment within workplace.
Strategic talent management: The manager of company build strategies, plan of action
and policies so that it increases the competence level of subordinates. The employees must work
according to the policy followed by company. (Mladenova,2019).
External factors: These factor is uncontrollable which imposes both positive and negative impact
on activities and functioning of business organisation which is mentioned below:
Economic Environment: Economic environment plays a very important role for every
business firm. If the income of individual arise that they invest their money towards purchasing of
products and services. The economic factor assists business firm in managing whole style and
structure in effective manner. It is essential to understand different factor for plsn the future
accordingly. (Rehse, 2019).
Legal environment: The legal factor plays a very important role in business organisation.
It is necessary for company to comply legal rules and regulation which imposes favourable impact
on future sales of business firm. There are many changes and alteration which is made by company
for cope up with changes made in marketplace. Therefore, there are different regulation and laws
provide benefits to its subordinate in order to satisfy them.
TASK 3
(COVERED IN PPT)
TASK 4
(COVERED IN PPT)

CONCLUSION
After a brief analysis of above report it is concluded that leadership and management for
service industry is broader as well as wider concept. Leadership play important role in maintaining
and managing the business activities. In service industary, classical mangement is crucial to adopt
because they help in achieveing stability and objectives in proper manner. Leaders as well as
leadership are essential for the coninuity of business functions and operations. Management
perform multitasking roles and responsibilities and it necessary to evaluate and analyse the internal
and external factors which affect the mangment styles at broader level. In leadership, leaders have
differnt skills such as hard and soft and which are used in leadership process according to the traits
of leaders. Change is required at every phase of business so impact of change management on
mangment as well as leaders is to be analysed. Hence, it is crucial to focus on both managment as
well as leaders and their practices.

REFERANCES
BOOKS &JOURNAL:
Bratton, J. ed., 2020.Organizational leadership. SAGE Publications Limited.
MacBeath, J., 2019. Leadership for learning. InInstructional Leadership and Leadership for
Learning in Schools(pp. 49-73). Palgrave Macmillan, Cham.
Hunt, R.A., Lerner, D.A. and Townsend, D.M., 2019. Parental endowments versus business
acumen: Assessing the fate of low‐tech, service‐sector spinouts.Strategic Entrepreneurship
Journal,13(4), pp.478-506.
Joyce, P., 2016. Public sector strategic management: the changes required.Strategic
Change,13(3), p.107.
Mahmood, Z., Basharat, M. and Bashir, Z., 2018. Review of Classical Management
Theories.International journal of social sciences & education,2(1).
Kitana, A., 2016. Overview of the managerial thoughts and theories from the history:
classical management theory to modern management theory.Indian Journal of Management
Science,6(1), p.16.
Webb, K.E., 2019.The coach model for Christian leaders: Powerful leadership skills for
solving problems, reaching goals, and developing others. Morgan James Publishing.
Zeike, S., Bradbury, K., Lindert, L. and Pfaff, H., 2019. Digital leadership skills and
associations with psychological well-being.International journal of environmental research and
public health,16(14), p.2628.
Mladenova, T., 2019, May. A project managment system for time planning and resources
allocation. In2019 42nd International Convention on Information and Communication Technology,
Electronics and Microelectronics (MIPRO)(pp. 1299-1303). IEEE.
Rehse, J.R., 2019Leveraging artificial intelligence for business process management: A
contribution to reference model mining, predictive process monitoring and process
discovery(Doctoral dissertation).
Wei, J. and Liu, Q., 2020, January. Research and Practice on the Operation Mode of Business
Professional Associations in Higher Vocational Colleges Based on the Cultivation of Artisan Spirit
and Entrepreneurship. In2019 International Conference on Education Science and Economic
Development (ICESED 2019). Atlantis Press.
Cameron, E. and Green, M., 2019.Making sense of change management: A complete guide
to the models, tools and techniques of organizational change. Kogan Page Publishers.
Tang, K.N., 2019. Change management. InLeadership and Change Management(pp. 47-55).
Springer, Singapore.
Ardley, B. and McIntosh, E., 2019. Business strategy and business environment: The impact
of virtual communities on value creation.Strategic Change,28(5), pp.325-331.
Zehir, S. and Zehir, M., 2020. Internet Of Things In Blockchain Ecosystem From
Organizational And Business Management Perspectives. InDigital Business Strategies in
Blockchain Ecosystems(pp. 47-62). Springer, Cham.