Leadership and Management Strategies and Performance at BT Group

This report provides a comprehensive analysis of leadership and management practices at BT Group, a major telecommunications company. The report begins with an introduction to leadership and management concepts, differentiating between the two and highlighting their interconnectedness. It then analyzes and compares various leadership styles, including transformational, transactional, autocratic, democratic, and free rein styles, alongside different management theories such as classical, behavioral, and modern management theories. The report further delves into key performance metrics (KPIs) relevant to the telecommunications industry, emphasizing the importance of customer-centric KPIs and benchmarking. Finally, the report discusses the impact of leadership and management on BT Group's overall performance, focusing on best practices and the utilization of management information systems (MIS) to enhance decision-making and improve operational efficiency. The report concludes by emphasizing the importance of effective leadership and management in driving organizational success within the telecommunications sector.

Leadership

Table of Contents
Executive Summary
INTRODUCTION
TASK 1
1. Analysis and comparison of leadership and management?.......................... 1
TASK 2
2 Key performance metrics of organisational sector market industry.......................4
TASK 3
3 Organisational leadership and management performance.......................................10
CONCLUSION
REFERENCES

Executive Summary
Both leadership as well as management act significantly in organisation. Different type of
company use different styles and theorie.not only single model is used in the organisation but it
involves combination of various theories for the purpose to realise management success. For any
business entity effective management is considered as their backbone.As small organisation
involves less staff and regidily hierarchical. It is beneficial at the time of practicing theories
which most sustainable.
INTRODUCTION
Leadership is the art of motivating individual group so that it become possible for them to
achieve the objectives on time. In a business setting, it means provide instruction as well as
guidance to the members of the staff and to colleagues with smart strategy to satisfy the
requirement of organisation. As leadership helps to perform the things in most appropriate way.
It is known as the ability of higher authority to force their subordinate to perform the task with
high level of confidence and zeal. It tends to influence others behaviour also. Leadership and
management both are differ but they are interlinked to each other also. Whereas management
involves a process where many activities such as planning, organising, staffing, directing,
controlling, decision making, performance appraisal and may others function also perform under
it. The organisation that was selected under this project is BT as it serve the services of
telecommunication.BT Group is holding company having their headquarter in U.K. Almost one
hundred and eighty country it operate their business. The chief executive officer of the company
is Philip Jansen and Jan Du Plessis is the chairman of the concern. It is most famous provider of
broadband, fixed line, mobile services and also offers subscription T.V. as well information
technology services. In the report various topics are discuss such as analysis & comparison in
context to the topic management and leadership. Key performance metrics of organisational
sector market industry are also explain under this assignment. At last organisational leadership as
well as management performance are discussed in the project (Abdulmuhsin, 2021)
TASK
1. Analysis and comparison of leadership and management ?
Leadership related to social influence that tends to maximise others efforts with regards to gain
objectives. At all the level in the organisation leaders are present such as from chief executive
officer and Chief financial officer to subordinates employees who are engaged in lower division.
At the time of conducting meeting and hiring new candidates leadership skills plays a most
significant role. Every leader posses unique leadership style according to the existing situation
such as transformation, autocratic, democratic etc.
Leadership Theory
Transformational theory: It is called as relationship Theories that concentrates to
relationship between followers and leaders. In this leaders are charismatic as well as
inspirational. Through their ability it tends to be get motivated. Not only on team performance

they focused but also force members of the team to reach towards their potential . It leads to
improve the skills of the people (DCraig, 2021)
Transactional Theory: such are known as management theory. In this leaders perform
many roles such as team work, supervision and organizing. As per leadership actions in this,
punishments and rewards are set. With the help of this it tends to improve motivational level of
team members.
Behavioural theory: In this emphasis shift from leaders qualities/ traits towards their actions
& behavior. Following theory considers effective leadership to be the result of many skills that
acquired. It leads to be proposes that member can learn undewr this theory that how to become
effective and good leader (Gamarra, 2021)
Autocratic style: This is commonly known as leaders centered style. In this leadership style
there is existence of complete centralization of authority in the leader. In this all the decision
making powers are in the hands of such person who leads the group. They are the person who are
responsible to design the workload of their staff as well as make tight control on their
performance so that subordinate members bound to work as per their directions.
Democratic style: In this leaders decentralized and stands in such position where authorities
are delicate from top to bottom level. It tends to reduce the workload of higher authorities of the
organization. In such situation final decision making are done after doing discussion with their
juniors. In this juniors views are also consider at the time of taking decision. It involve such
channel which are two way communication. Such type of ,leaders have great concern with
regards to both work People (Gillam, 2021)
Free rein style: In this all the powers are delegate to juniors members and they can take all
the decisions. In the respective condition managers keep in touch with their subordinate staff but
not have authority to take decisions. In this self control are exercise by juniors. In this individual
personality are tends to be developed by subordinates.
Management: It is called as administration of business. In all type of organization whether
related to Non for profit making firm, Government company or private firms there is need to
have proper management because than only it leads to smooth running of business with ease
flow.
Management Theory: there are various different theories are available as according to the
size of business or situation, most suitable one are implemented in the organization. Various
management theory become integral part to modern practices of business. Majorly they are

classified as classical theory, moderm theory of management and behavioral management theory.
All these includes different sub theories (Knights, 2021)
Classical Management Theory: as three primary theories are cover under it.
Administrative theory: It covers all the task and activities which are regularly conduct on the
business. It leads to give proper detailed guidelines to top management authorities. This theory is
founded by Henry fayol.
Scientific management theory: this respective theory concentrates to reducing waste as well
minimizing production times. It tends to be focused to provide incentives on the basis of
employee performance and also tends to reduce hit , trial practices.
Bureaucracy theory: rather than nepotism it leads to promote guidance in context to management
decision making. It is also called as formal authority system. Authority as well as unity
companies hierarchies are central in respective to bureocratic style theory.
Behavioral theory: It includes two major theories such as discussed as follows-
Behavioral science theory: it is a combination of different elements such as sociology,
psychology and anthropology with the intention to offer scientific basis. In this analysis is done
regarding self actualization, conflicts, social need. In context to managers and individuals it tends
to be recognize to be sociable.
Theory depends on human relations- following theory consider firm as social entity. In this it
shows not only money motivate workers but various other factors also make impact on them.
Disadvantage of this theory is that it s based on various assumptions regarding behavior of
human resource that are engaged in the organization.
Modern Management Theory –It comprise different types of theories-
System theory: this theory viewed management as organization interrelated component. In this
all the units or departments are become part to whole system.
Contingency based Theory: big organization mostly adopt this theory and tends to make better
use of technology and firms managers take better decision making in context to situational
condition. It leads to be recognize that effective management team adapt those type of
circumstances & situations which are unique to business (Majluf, 2021)

Quantitative theory: with the help of experts these can be developed. As it gives support to solve
the problems that are exist around integrating system of material, human resource. Quantitative
theory was implement in the organization to increase as well as take effective decision making.
Comparison between Leadership and Management theory
Leadership Management
 Its main focus is on to those person
who leads the group. In this individuals
are at the centre.
 As transformational style are followed
in the organization. Their main
objective is to involve all the people in
the activity of decision making.
Because to achieve the target team
work is necessary and it plays
important role.
 It concentrates on role of organization,
group performance, on supervision.
 When employees perform well they get
rewarded and if they not perform task
properly they gets tends to be punished
also.
2. Discuss Key performance metrics of organisational sector market industry ?
Key performance matrix is considered as measurable values. It concentrates how
effectively an organisation leads to achieve targets of the company. KPI is most critical
indicator of progress. As Telecom industry have large list of various different types of
KPI’s for the purpose to track. In other types of business sales as well as financial Key
performance matrix are follow.But in telecommunication technical method of KPI are
used as it tends to concentrate to various factors such as technology, network metrics,
congestions, call failures, service availability and performance etc.
Customer centric KPI are followed which helps to understand the behaviour of customer towards
their services and products. For the reason to retain them and to raise revenues, personal
interaction are done with clients. Designing appropriate key performance indicator framework is
challenging task to Telecom operators. As KPI permit for bench marking so it become easy to
compare with their respective competitors in context to quality of service. As key performance
indicator provide deep and clear understanding of present actual condition of business. It also
shows immediate version and tends to make sure that data are kept by IT department secure as
well as available before developing their telecom dashboards. This tool is adopted by
organisation BT for benchmarking and to make comparison between their performance with their
rivals that are existing in the competitive business environment. It tends to be use to improve or
evaluate performance. Bench mark is used by BT for comparing customer satisfaction, quality,
cost, time consume to complete the task with their competitors. On the other hand KPI helps to
monitor as well as adopting decision making tool for the reason to improve performance.

Successful business entity, for improvement looks internally but with benchmarking they get
inspired (Northouse, 2021)
3. Organisational leadership and management performance ?
Best practices of leadership between all the senior authorities in context to telecommunication
industry is to determine the perceived impact of following routines on actual performance of
employee. It tends to make positive impact on BT telecommunication organisation as Leaders
under it tends to developed working environment, helps to understand behaviour of employees,
raise the level of workforce engagement in decision making, supports in communicating goals.
As well as implementing those type os communication style which most suited on team members
at all the levels and departments. Also identify & planned opportunities which provide growth to
employees by offering to them training. Also helps to recognise emp0loyees and helps to
understand importance of regular conducting meetings so that all the staff members get updated
regarding their new as well as existing services and product (Okpata, 2021)
Impact of management on overall performance of company.
In the world of digitalisation, the main resource for any type of business is their data. For
various MNC’s large amount of information data are stored. In those organisation which is big
size include more than million customers data and related information. So with the help of
advanced technology and internet and information system become more important in
management field. Organisation BT used the tool MIS ( management information system ) that
tends to provide understandable, accessible, complete and reliable information on time to those
who are the users of such system. With regards to administrative work it is important
achievement. By adopting this method it tends to make positive impact on revenues and
profitability because in this all the available data are most reliable, complete, relevant and
accurate. In telecommunication industry make positive impact on business performance, and
with proper MIS system BT tends to improve management work, eliminate unnecessary cost,
reduce expenses, satisfy requirements of customers, As well as without any mistake or delay
provide important information and improves customer’s satisfaction (Smeby , 2021)
CONCLUSION
After deep study and analysis it tends to be conclude that both leadership as well as management
followed in the organisation interchangeably but both the concepts are differ from each other. As
leadership needs traits which leads to extends across management duties. In the company both
are responsible to make control over the resources. But there is need to have true leadership. As
good managers can become a good leader if they provide proper guidance to their subordinate. In
the same way smart leaders requires management skills to become most effective. In the
organisation various theories or models are adopted in context to the concept leadership and
management so that employees as well as top management of the company can easily set their
targets and take initiative to attain them on time. Through suitable management and leadership it
tends to improve the performance of employees which lead to increase productivity as well as
improves profitability of the business entity. It improves motivation level of workforce which

results to perform the task with great dedication and also force them to retain in the organisation
for long term. These both the terms supports to increase customer base. In case staff people
identifies values, culture and vision of the firm they engaged to work. They tends to satisfied
their work as well as motivated to succeed. Business culture can be developed by leaders only
because they developed feeling among the workers they are valued in the company and top
management make trust over them and also give respect. These things can raise the
Satisfaction level which tends to boost up the morale of the employees results high
performance level and eliminates unnecessary wastage of raw material and time. Effective
management and leadership style make positive impact on operations of business. On the other
hand ineffective style unfavourable affects the firm and increase the chance of business failure
as well as reduce profitability margin also.

REFERENCES
Books and Journals
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Learning.
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decades. Ethics & Behavior, pp.1-23.
Gillam, S., 2021. Leadership and Management for Doctors in Training: A Practical Guide. CRC Press.
Knights, D., 2021. Leadership, Gender and Ethics: Embodied Reason in Challenging Masculinities.
Routledge.
Majluf, N. and Abarca, N., 2021. Sensible Leadership: Human Centered, Insightful and Prudent.
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Northouse, P.G., 2021. Leadership: Theory and practice. Sage Publications.
Okpata, F.O. and Nwali, T.B., 2021. Leadership, Accountability and Performance of the Private
Sector. Journal of Good Governance and Sustainable Development in Africa, 6(1), pp.70-81.
Smeby Jr, L.C., 2021. Fire and emergency service administration: management and leadership practices.
Jones & Bartlett Learning.