Leadership and Management Strategies at British Airways: A Report

This report provides a comprehensive analysis of leadership and management practices within British Airways. It begins with an introduction to business management and operations, emphasizing their importance for organizational effectiveness. The main body of the report delves into the roles of leaders and managers, distinguishing their characteristics and responsibilities, such as influencing, coaching, delegation, and resource management. It then examines various business situations, including staff turnover, declining customer service, and the introduction of new technologies, outlining the specific roles of leaders and managers in addressing these challenges. Furthermore, the report explores different leadership theories and approaches, such as situational, system, and contingency leadership, to offer a well-rounded perspective on effective management within the context of British Airways. The report concludes by summarizing the key findings and emphasizing the significance of effective leadership and management for achieving organizational goals.

Management and OperationsTable of
Contents
INTRODUCTION...........................................................................................................................2
MAIN BODY...................................................................................................................................2
TASK 1............................................................................................................................................2
P1.................................................................................................................................................2
TASK 2............................................................................................................................................5
P2.................................................................................................................................................5
P3.................................................................................................................................................7
TASK 3............................................................................................................................................9
P4.................................................................................................................................................9
P5...............................................................................................................................................11
TASK 4..........................................................................................................................................13
P6...............................................................................................................................................13
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Business management and operationscan be describe as the important part of the
companythat assist in conducting activities in effectualas well as proficient manner. There are
various approaches which will assist business to take correct action and performing organisation
activities in effectual way. Operations of business can be describe as the process that will support
in developing good and services of organisation (Beske and Seuring, 2014). Operational
activities of organisation should be managed properly and this forcedirect influenceon
accomplishment of objective. Leaders and manager play very important role in organisation and
it have significant influence in performance oforganisation. Management as well asoperation of
companywill lead to have impact over productivity and profitability of business. It is significant
in effectively performing organisational task and attaining desired objective of organisation. This
report is based in British Airways. This is one of the leading organisation that is dealing in air
transportation industry. British Airways is a well known organisation and it was developed in
1974. This organisation is offering high quality goodsas well as offers tovariouspart all around
the globe. British Airways parent company is International Airlines Group and head office of
respective company is situated in London, England, UK. This report will include information
regarding various characteristics as well as role of manager along with leaders. This comparison
between leader and manages different traits is also mention. This report will include different
role of leaders or manager in different business situations. It will includevarious kind of
approaches or models such as situational leadership, system leadership and contingency
leadership. This report will consist of different approaches regarding operation management
along with the role of leader and managers. Apart from this values or significance of managing
operation in order toaccomplishing set goals of company is determined. In this different factors
that is includes in organisation surrounding influence on managing business operations as well as
effective decision taking processis determined.
MAIN BODY
TASK 1
P1.
Organisational leaders and manager is very valuablepart of businessand will assist in
performing organisational activities in more effective as well asefficient way (Chung, Park and
2

Lee, 2017). British Airways organisation is capable of performing organisational operation in
furthereffectual and significant way with the support of leaders and manager.
Leader – Leader can be describe as the person who is capable of leading employees of
organisation. Leader of organisation have required set of skills and capabilities to
manipulatevarious individual along with thisinspirepeople to conduct business activitiesin more
effectiveway. It is crucial that British Airways have effective leaders that are guiding employees
in more effective accurate manner.
Manager –The definition of manager includes an individual that is responsible for
conducting organisational activities as well as controlling performance of employees in more
accurate manner (Cook and Billig, 2017). Manager of British Airways company will
administrate organisational and its staff member to perform business operations accordingly.
Manager has capability to guide and manage employees of business and help them to conduct
organisational operations is better manner.
Role of leader
There are several role of British Airways leader such as –
 Influencer – It is consider as the essential or crucial responsibility of leader to influence
and direct employees in correct manner. Leaders of British Airways organisation have
influencing capability that will lead to guide employee to work in required manner.
Leaders are influencing employee to use their full capability and potential to conduct
organisational task in better and accurate manner.
 Coach –Coaching role of leader is very supportive in increasing capability and potential
of employees to conduct organisational task in better manner (Ellitan, 2017). It is
essential leaders role isto coach employees to job in effective manner as well as support
in developing their skills and capability to attain desired goal and objectives.
Role of manager
Different role of British Airways manager is as follow –
 Delegation of task – Manager of British Airways organisation role is to delegate task
among different employees of business. Delegation of task to the right employees at right
3

time will support in effectively conducting organisational task. This will help British
Airways company to complete set of task in right time and attaining goals.
 Managing resource –It is crucial manager role that it will behelping in collecting and
managing all important resources of business in correct and accurate manner. This will be
beneficial for organisational to accomplishdesired business objective(Fredendall, and
Hill, 2016). Management of resources such as human resource, financial resource and
many other resource will assist in performing organisational activities in more
effectualway.
Characteristics of leaders
There are several characteristics of leader that is mention below –
 Vision –Leaders of respective company have high visionary characteristics. The vision of
leader support in considering bigger picture and influencing employees to follow the
vision of organisation. This is the characteristic of great leaders that they create vision for
organisation and passionately follow that vision to attain objectives.
 Confidence– Confidence is very important characteristic of leader and this helps in
managing guiding and delegating task to other in effective manner. Confident leader is
able to perform leadership task in very efficientways along with this guide employees to
attain goals.
Characteristics of manager
 Communication – Communication characteristic of manager will lead to support in
conveying messages and ideas in proper manner. This is very important to flow
information and instruction to employees effectively (Glukhov and Balashova, 2015).
Through communication characteristic manager is able to develop better relationship.
 Problem solving – Manager of British Airways have problem solving characteristics and
this characteristic of manager is significant in resolving different issues and problems of
business and staff member. It is helpful in performing organisational task with less issues.
There are various dissimilarityamong management orleadership activities
Management Leadership
This function of business is responsible for
directing and giving instruction to conduct
Leadership function is responsible for guiding
and coaching employees to perform
4

business task organisational task in very successful and
efficient way.
Manager will tell employees what to do and
what target should be achieved.
Leaders will show how to person task and
different ways that will support in attain
desired objective.
TASK 2
P2.
With inorganisation bothmanager or leaders play essential role in business. There are
different situation issues and problems occurred in organisation while conducting business
activities. In this activities there are different task and activities that needs to be performed by
leaders and manager (Ma, and Sun, 2012). InBritish Airways organisation, both leaders and
manager have to play significant role and function to handlevarious organisation situation as well
as resolve those issues in correct and accurate manner. Theleaders role or managers functions in
several business situation or case with the context of British Airways companyis mention below.
Increase in staff turnover – This is the issues that is faced by British Airways
organisation. This refer as the situation in which more employees are leaving job. Increase in
staff turnover ratio will have direct huge lead affect on performanceas well as capabilities of
organisation. It is crucial for leaders and manager to take appropriate steps and resolve this issues
in effective manner. Staff are important asset of organisation and when large number of
employees are leaving job then it will lead to affect productivity and performance of company.
British Airways organisation is one of the leading business in the market area of UK and it is
dealing in air transportation sector. This is service based company in which employees are
responsible for conducting different business operations. Due to increase in staff turnover rate
respective business will not be capable for conductingcompanyoperations in required way.
 Leader’s role in business – In context of the above mention condition the role of leader
is to identify and analyse the actual issues or reason for this problem (Morelli, 2011). It is
essential for leaders to communicate with staff member and try to find out the main
reason why employees are leaving there job. Effective communication and influencing
role of leader will support in motivating employees to work with British Airways
5

organisation. It will help in retaining talented employees with in the organisation and
resolving this issues correctly.
 Function of manager –The function of manager in this situation is to develop strict
rules and policies. These will help in retaining employees with in the business and
resolve the issues of staff turnover problem. Manager will creating policies which will
includes clear guiding for leaving job. This function of manager will have significant in
decreasing employee turnover issues.
Decrease in customer services – Customer services is very important part of British Airways
organisation. This organisation is currently dealing with many complain and issues of customer
regarding services of respective company. British Airways organisation is not able to offer
elevated and valueoffering to consumersdue to lack of employees performance. This issues will
affect the company image in market area as well as impact on its productivity and performance.
Decrease is customer services in because staff member are careless towards the want as well as
and demand of consumers(Qin and Nembhard, 2015). It can have negative influence over
respective business and affect its performance. It is crucial for leader and manager to play their
part in business significant so that customer services of British Airways company can be
improved. Managers function as well as leader’s role of in respect to increasing customer
services of business along with enhancing capability of employees is mention below –
 Leader’s role in this business situation –The role of leader in improvement of customer
services in related to developing and increasing employees capability to provide effective
and efficient customer services. In this leaders role includes coaching and directing
employees to enhance their skills and potential to correctly perform customer services. In
this leader will be able to identify the actual capability and potential for employees and
along with their weakness which is affecting their performance. Role of leader in to
training employees and increase their required skills so that they are able to perform
customer services in correct manner.
 Function of manager – In this managers function is to motivate employees and boost their
moral to carry outcompanyactions in successfulapproach. Function of manager includes
providing rewards and recognition to employees for their effective performance. This
6

function of British Airways manager will lead to guide employees and increase customer
services capabilities of employees.
Introducing new technology in business operation –This situation is related to implementing
changes in business and enhancing presentation or action of business. British Airways company
should consider updated as well as modified tool and techniques in order to conduct different
business functions. There areinnovativeor modified technologiesin market which will support in
effective as well as smooth performance of company. Technology can have major influenceon
business operation and conducting companytask more correctly.
 Leaders role while this business condition – In this, leader’s role is to direct and guide
staff memberto correctly use freshas well as updated machinery. This role of leader will
lead to givecorrect guidanceto staff members which will help them in use new technology
in more successfulalong with thisaccurate method. This role of leader will have positive
affecton employees capability and performance (Simon, 2011). Leader will participate
with employees to show how to correctly use new technology and gain maximum
benefits.
 Function of manager – Manager of British Airways function is to communicate
employees regarding new changes in business operations. Manager function is related to
effective communication with employees of respective company and make sure that all
staff member is aware about new technology and understand how to use it properly
P3.
It is essential for organisation to consider various types of leadership theories and
approaches in order to perform organisational activities in better and effectual manner. Models
and theories of leadership will lead to guide and direct manager and leader to effective conduct
business practices. There are several approaches regarding system leadership, situation
leadership and contingency approach. It is very important for British Airways company to
enhance better and efficient directional approaches in order to perform organisational task in
better manner. This will lead to guide employees in correct manner as well as take advantages of
available resources in better manner. These theories of leadership will support company to
identify which leadership approach will be most suitable according to the situation of
7

organisation and take appropriate step to influence employees. Various models as well as
theories that is related to leadership includes situational leadership, contingency leadership as
well as system model of leadership is mention below in detail.
Situational Leadership:
Situational style of leadership is primarily an adaptive approach of leadership that
suggests that a leader should make adjustments to his style of leadership that is considering
wants and needs of organisation. Leadership style should be in alignment and harmony with the
task environment and the maturity level of the people who are expected to be influenced by the
leader (Thompson and Glasø, 2015). For effective implementation of situational leadership style,
the leaders of British Airways needs to be able to get used too quickly change their method
regarding leadership based on the nature and development level of employees. Level of direction
and guidance from the management under the situational style of leadership solely depends on
the maturity level of employees and the nature of task. For example, if the employees of the
company are highly skilled but lack clear and effective decision-making skills, a high direction
and participation of management might be essential for execution of the organisational task and
activities. Situation leadership will help leaders or manager of British Airways staff turnover
issues in correct manner. This leadership approach will be effective in resolving issues of
organisation and retaining talented employees with the organisation. Strength or weakness of
situational leadership is -
 Strength -This type of approach will support in creating more comfortable working
environment for both employees and leadership. Weakness -Situational leadership can lead to cause confusion or issues due to changes in
business.
Systems Leadership:
Under systems leadership, the management or the leaders of the company focus on
development of an organisational infrastructure which includes work environment,
organisational policies, employee relations etcetera which provides an opportunity for every
employee and member of the company to work with maximum productivity and efficiency levels
(Siraj-Blatchford and Sum, 2013). This leadership provides vital tools to the management which
can be used to predict and analyse behaviour of employees under different organisational
circumstances and infrastructure and select the one which fosters highest level of organisational
8

productivity as per the needs and requirements. With the effective implementation of systems
leadership, the management of British Airways can cultivate and develop an organisational
structure where employees are motivated to work with maximum productivity and any factors or
elements which might hamper the productivity are eliminated to accomplish the organisational
goals, objectives and vision. This leadership approach will be most suitable while implementing
changes in organisation. Leaders and manager of British Airways organisation should consider
this approach while introducing new technology in business operations.
 Strength – This leadership approach will support in providing proper ways and system
for performing task. Weakness – This will lead to create strict and rigid environment for employees while
conducting business operations.
Contingency Leadership:
Contingency leadership is primarily based on the argument that the efficiency of
leadership depended over the harmony between style of leadership and the organisational
situation which is influenced by interiors well as outside business environment elements.
According to this style of leadership, in the context of dynamic business environment and rapidly
increasing extent of competition, there is no particular or definite style of leadership which can
be implemented by the management of any organisation effectively to derive positive results in
every business situation (Fiedler, 2015). Hence, the management of the organisation should
adapt its style of leadership isbased on the requirements and needs of the company. For example,
the management of British Airways might follow a democratic leadership style with an objective
of improving the quality of service being rendered to the customers which essentially depends on
active employee engagement and participation. Hence, leadership style needs to match the needs
and requirements of the organisation. However, one of the most important challenge in
implementation of contingency style of leadership is the argument that one person might not be
able to effectively change his style of leadership from one to another and hence, the skills and
abilities of leader cooperate an significant function in determining the effectiveness of
application of contingency style of leadership (Shao, Feng and Hu, 2016). This is effective
approach in order to deal with the issues lack of employees performance. Consideration of this
approach in increasing employees capability and motivating them to provide effective customer
services which will encompass optimistic force on company.
9

 Strength- This type of leadership is significant as this will support in determining which
leadership would be more suitable as per the situation of company.
 Weakness- Contingency approaches are more complex and it is very difficult for
handling situation is correct manner.
TASK 3
P4.
There is different methods which is used for managing operation that have to support in
conducting different company task in better way. it is crucial for British Airways organisation to
consider various operation management approaches with the motive of increasing operation
practices of respective business(Wang, Jie, and Abareshi, 2015). This have major affect on
productivity as well as capability of employees to attain desired objectives. There are various
operational management approaches that will includes different strategies and procedure to
performing business operations and action plan is correct or successful way. Operation
management consist of different task and activities that needs to be perform in effective and
efficient manner with the motive of increase productivity or profitability of staff member. For
British Airways organisation operation management includes the process of providing required
products and services that will lead enhance journey experience of company. Several approaches
of operation management is mention below in detail.
Six sigma – This refer as the set of management techniques and method that are developed in
order to increase business operation and reduce the occurrence of defect and errors. This is one
of the effective approach that will support in guiding and directing organisation to enhance
business operation and minimizing organisational task. Consideration of Six sigma approach in
British Airways will lead to improve performance and capability for implementing action plan
with in the business. This organisation will be capable for minimize risk as well as issues in
business activities and it will have direct positive contact over company along with this its
performance in market area.
 Role of leader –Leaders role in this is to give proper training to staff member whichwill
help in reducing mistake and errors while conducting organisational task. This is very
10

effective and efficient approach of British Airways organisation in order to save cost of
business by minimizing errors and deflects.
 Managers role in six sigma – The role of manager is to determined and analyse the most
effective and efficient strategy that will help company to minimize mistake and perform
organisational activities in more effective manner (Wiggins, 2014). Manager of British
Airways organisation role is to take important decision that will lead to enhance business
performance in minimize cost of operations.
Just in time – This can be describe as the operation management approach in which
company is planning to provide right and accurate products and services to customers. In this
approaches British Airways organisation will focus in systematic inventory of raw material and
other products in order to use in whenever required . Just in time in significant approach which
will guide and direct employees to increase efficiency of employees along with reduce cost of
business. In this manager and leader play significant role that will support in enhance quality of
business services to customer as well as improve relationship with customers. It is essential for
British Airways organisation to correctly use this approach of operation management and gain
maximum benefits.
 Leaders role in Just in time – In this role of leader to correctly manage all resources and
products of business. This will help British Airways organisation to timely use the
required resources and have appropriate amount of inventory to conduct business
activities effectively.
 Role of manager – Manager role is to develop and create effective strategies that will lead
to enhance business operations as well as reduce issues related to organisation. The
strategies of manager will lead to have positive impact on business and help in
conducting organisational activities in effective manner.
P5
Operation management is considered a procedure that is used and implemented by a
company in order to conduct as well as maintain their business operations as well as functions in
effective way for the achievement of desire goal and target. Moreover, it is also related with the
converting materials as well as labour in final services as well as goods so that company will
11

maximize their profit, market shares and goodwill (Benjaafarand Hu, 2020). This will include
several practices such as planning, coordinating, organizing as well as controlling all essential
resources required by an organization for producing proper goods and services according to
require, insist and anticipation of potential customers. In context of British Airways that is
operatingits business operations as well as functions at the airlines industry they adopt operations
management activities for the attainment of yearningambition as well as objective successfully.
Below the significance as well as worthof operations management in respect of British airways
are given:-
 Product Quality –It is considered as practices through which a company able to ensure
that their products and services quality are best as well as it will fulfil need and demand
of potential audiences. It is essential for a company to conduct analysis through which
they can improve product quality which lead to maximise in profit.Adopting a quality
administration procedure that way adequately conveyance items as well as
administrations can guarantee for a strong item that shoppers can depend on. In respect of
British Airways while adopting and implementing operations management their
management able to ensure that all their employees are conducting their operations and
functions properly (KC, Scholtesand Terwiesch, 2020). Moreover, it will also help in
ensuring that respective company product quality get enhanced through which they can
attain their desire goal as well as objective successfully at the potential marketplace.
 Customer Satisfaction –Customer fulfillment is keys inside deals as well as creation
because of the requirement for rehash customer business. In addition to this quality
department of a company generally deals with the quality of their products and services.
They also ensure that their potential client or customer will always be satisfied with their
service and products. In context of respective company which is conducting its business
in the airline industry management able to ensure that employees are performing their
duties in effective manner. In addition to this, it is also help them in ensuring that their
customers or clients are satisfied as well as happy with their services which help them in
enhancing their sales, marketplace and profitability ratio.
 Revenue Increase –With expanded products quality as well as buyer fulfillment, this
will give the organization a positive notoriety inside the business. This notoriety will
12

additionally help the firm through drawing in more customers as well as grow the piece
of the pie. Generally speaking, this will prompt an income increment and empower the
organization to keep on developing(Meng, 2020). In respect of British Airline, by
adopting operations management they able to enhance their revenue which help them in
gaining strong goodwill at the potential marketplace. This is happen because due to
operation management respective company able to create their positive reputation in the
marketplace which increases numbers of potential customers successfully.
 Waste Reduction – It is considered as one the most essential activity for a company
management because through it they able to ensure that there is no or less wastage of
resources and all employees are conducting work properly. In addition to this, by
reducing waste management of a firm also able to ensure that their cash are also saving
because it leads to minimise in expenses (Mišićand Perakis, 2020). In respect of British
Airways by adopting as well as implementing operations management they able to
determine stage which leads to wastage and they remove that specific stage. This is so
because through it they able to minimize wastage as well as it will also lead to save
resources properly which can be used in the further procedure.
These are the main significance as well as worth of operations management which are
adopted by British Airways while conducting its firm business activities as well as practices in
the potential marketplace. In addition to this, through it respective firm able to
achieveitspredeterminedaim as well as targetlucrativelythat leads to enhancement in profitability
ratio, market shares and goodwill effectively.
TASK 4
P6
Decision making is considered as procedure that is conducted by an organization for
deciding as well as developing framework related to task or activities which employees will
conduct in order to attain the predetermined target, aim and objectives successfully and
effectively(Sabbaghtorkan, Battaand He, 2020). For a company it is essential to take effective
decision by involving their employees, stakeholders as well as customer’s reviews. It is so
because this wills respective company able to achieve their goal of getting innovative as well as
13

creative thought for attaining its predetermined goal or target successfully at the potential
market.
There are numbers of elements within the business environment which affect on the
operational management and decision making of a company’s manager as well as leader at the
workplace. So it is essential for their management and leader to understand these aspects or
factors and develop decision accordingly. In respect of British Airways they are conducting their
business operations and functions in the airlines industry and while developing decision they
experienced several business environment factors which affect their decision. From which some
main business environment factors which affect decision making are given below:-
External factors which impact on British Airways-
 Corporate culture – It is determined as value, belief and thinking that is adopted by a
company in order to develop a framework related to how an employee as well as
management conduct communication with each other at the workplace. It will also help a
company in developing value at the marketplace which leads to increase in sales as well
as profitability ratio. In respect of British Airlines, it is essential for their management to
adopt as well as develop effective corporate culture as that will help them in attaining
desire goal and objective successfully (Schönsleben, 2020). In addition to this, it will also
help in maintaining proper culture according to business operations and functions of the
airline industry as well as it will also improve communication among the employer,
employees, customers, clients in proper way. Moreover, if a respective company have
effective and appropriate corporate culture then they able to attract as well as retain
customers for the long period of time in effective manner. Corporate culture of respective
company may impact on decision making because if there is bad working culture then
employees performance decrease due to which management didn’t able to adopt new or
innovative strategies properly at the potential marketplace.
 Corporate social responsibilities – It is determined as the activities or practices which
are conducted by a company for providing support to the society by resolving their issues
and minimizing challenges. This can be done in the form of monetary as well as non
monetary form. There are several types of corporate social responsibilities which an
organization may conduct such as developing school, hospital, providing free education,
do blood donation camp, plant trees and many more. In respect of British Airways they
14

also need to conduct corporate social responsibilities as that will help them in attracting
more and more audiences towards their business as well as operations which leads to
increase in sales and profitability (Schönsleben, 2020). The activities which respective
company may conduct are open school, do donation, build hospital, provide free meal to
needy people and so on. This will impact on the decision making of leader and manager
because CSR activities help in attracting and retaining audiences which help in adopting
new strategies properly.
 Social factor: It is considered as external factor which affect the strategies, other
elements of company and also on the decision making process. It is one of the main
factors which change or update regularly as well as it is essential for a company manager
as well as leader to change their strategies according to the social factors because that
will aid management in achieving their predetermined target as well as aim successfully.
In respect of British Airline it is essential for their employer, manager and leader to
conduct regular analysis of social factors as well as develop strategies and plans
accordingly. It is so because social factor impact on the decision making of manager as
well as leader like if they not develop decision according to social factors then there will
be huge decrease in the sales as well as profitability (Soekkha, 2020). This is so because
there are several competitive companies who will offer products according to social
factor.
 Technological factor – It is one of the main external factors which impact on the
business operations and functions, so it is essential for company management to develop
strategies according to the change in technology at the marketplace. It is so because if
they not adopt technology they not able to produce new as well as innovative products
which impact on their sustainability at the marketplace. In respect of British Airways,
they also need to adopt new technology properly because through it they able to introduce
new facilities in providing airlines services to the potential customers at marketplace.
These all are the main factors which impact on the working as well as decision making
procedure of British Airways manager and leader. So in order to this they need to conduct
regular market analysis before implementing any strategy as well as policies. Moreover it will
also help them in attaining desire goal as well as objectives successfully.
15

CONCLUSION
From the above report its can be concluded that leaders and managers play very important
part in business and it will support in conducting organisational activities in effective manner.
The role of leader and manager will support in guiding employees to conduct business task in
required manner. This will lead to have significant impact on performance and productivity of
business. There are various critical business situation in which leader and manager play critical
role for growth of organisation and attaining desired objective of business (XIANG and et. al.,
2013). there are different theories such as situational, system and contingency leadership.
Different approaches of operation management will support company is performing
organisational operations in effective manner and enhancing business productivity. it has been
determined that operation management is very important or valuable to business. Apart from this
different factors of business environment such as customer, technology and many more will lead
to have significant impact in decision making and operation management of business.
16

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