Leadership, Management, and Operations at Costa Coffee - Report

This report provides a detailed analysis of leadership and management practices, specifically focusing on the context of Costa Coffee. It begins by differentiating between the roles and characteristics of leaders and managers, highlighting their distinct responsibilities within an organization. The report then assesses how these roles and functionalities are applied in various situational circumstances, such as slow, stable, and fast-paced market environments, demonstrating how leadership styles must adapt to different conditions. Furthermore, the report explores various leadership theories and models, including situational, systems, and contingency leadership, evaluating their application and effectiveness within the Costa Coffee organization. The second part delves into key concepts of operations management, emphasizing the roles of managers and leaders in this function. It underscores the importance of operations management for business success and evaluates factors within the business environment that influence decision-making by operational management leaders and managers. The report concludes by summarizing the key findings and providing a comprehensive overview of the chosen topics.

Management and
Operations

Contents
PART 1............................................................................................................................................3
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1) Describe and differentiate roles and characteristics of the leader and manager...................3
TASK 2............................................................................................................................................5
P2) Assess instances of how manager's and leader's role and functionalities can be applied in
situational circumstance...............................................................................................................5
P3) Petition of varied theories and approach models...................................................................6
CONCLUSION ...............................................................................................................................9
PART 2..........................................................................................................................................10
INTRODUCTION.........................................................................................................................10
P4) key conceptualization to operations management function of manager and leaders..........10
Role of manager.........................................................................................................................11
P5) importance of operation management.................................................................................11
P6) Evaluation of factors in business environment influencing decision-making ability of
operational management leaders and manager..........................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

PART 1
INTRODUCTION
Management is the administration of an organisation which entails the art and science of
managing numerous resources of the business to enhance the fecundity and bring forth
development within the organisation. Management refers to set of events which is comprises
planning of activities, operations, decision making abilities. The management aids in utilisation
of essential resources the are essential for the organisational management in efficient manner
(Baisong and et. al., 2019). On the contrary, operations entails work or other associated events
which converts the very raw materials into the desired final product in an organisation with the
aim of trade them with their consumers to gain fecundity. In an organisation, the managers are
the main assets and they hold responsibilities which is essential for their growth and
development. Operation management is the crucial part of the organisational functionalities
where managers and other associated leaders attain the business goals and the desired objectives
to fulfil the requirements of the organisations in most effective ways. The organisation chosen
fort this report is Costa Coffee which is known for it's best quality coffee. Costa Coffee is a
British based coffee house chain that is effectively headquartered in Dunstable, England. The
very business owns 2121 restaurants in the nation itself. This report will majorly entail the
differentiation in roles of leader and the functionalities of the manager that is applied in varied
conditions (Benjaafar and Hu, 2020). This report will also encompass different types of
leadership theories and models that is utilised in different conditions.
TASK 1
P1) Describe and differentiate roles and characteristics of the leader and manager
Manager and the leaders are the two most crucial part of the organisation who holds
varied roles and responsibilities within the organisation. In Costa Coffee, the role of the manager
is to support and aid in inclining the organisational growth and fecundity within the nation. They
satisfy their consumers needs and work for their employees to feel happy in the working
environment so that they give more to their organisation development (Chen, 2021). The
differences between a manager add a leader is mentioned as under:
Basis Manager Leader

Definition A manager majorly is
accountable for managing
business and the associated
activities within the
organisation yo aid the
functionalities within the
organisation to be fostered
with time (Choi and et. al.,
2022).
A leader is an individual who
actively inspires the team and
motivate the other emploees to
efficiently work for the
organisation. The leader
directs the team in a right way
and motivate employees to
incline towards healthy and
smart operations leading to
organisational growth and
development.
Roles A manager's role is to
effectively promote every
activity in the organisation.
The manager also coordinates
the employees also takes care
of the assigned tasks to their
workers. The manager directs
the employees to effectively
work for the task assigned to
them on the given deadline.
The leader makes sure that
each and every employee work
together within the
organisation to bring forth
fecundity. The leader
effectively directs the team to
work according to their
consumer's needs and analyses
employee's behaviour towards
their work at each level by
providing them efficient
guidance.
Characteristics The managers holds
characteristics of actively
managing the event time,
empathy, positivity in the
working environment,
patience, attitude towards each
situation, flexibility, and some
Deputation of authority,
communication, commitment
towards the work is, honesty,
confidence and caring is few
sound characteristics of the
leader Choi and et. al., 2018).

other characteristics too.
TASK 2
P2) Assess instances of how manager's and leader's role and functionalities can be applied in
situational circumstance
Both the leaders and manager are major part of an organisation that plays an efficient role
in managing the organisational requirements and functionalities. The leaders encourage the
employees by helping them in taking impactive decisions and encouraging their team. The
decisions are crucially taken after the assessing the market demands, situations, trends and other
associated conditions. With regards to the Costa Coffee, they can efficiently go through multiple
situations for instance slow, fast and stability. The organisation also entails different leadership
qualities within the leaders and the manager de Sousa Jabbour and et. al., 2019).
Slow: The organisational development and growth is slow. When the change is slow in
the organisation the the business tends to grow more slow. In addition, this results in slowing
down the pace of the events and declined fecundity. With regards to Costa Coffee, alterations
made in the internal structure is the outcome of alterations mended in outer structure tends to
produce slow fecundity through the organisation. In addition, this is the results of slow market
development (Ferreira Gregorio and et. al., 2018).
Stable: At this stage, the organisational developmental is both stable and moderate. With
regards to Costa Coffee, the market alterations do not affect the organisation as there is no high
alterations within the market and fast decision are also taken.
Fast: Fast and evolving market affects efficiently to the Costa Coffee organisation. The
fast and developing markets majorly bring forth new innovations and trends which chiefly
outcomes in taking inaccurate decisions.
Business environment impacted by the internal and external characteristics. The internal
alterations of the organisation can be altered in the organisational structure, their rules and
policies, other planning, machineries, recruiting employees and also communication with
employees and other staffs at various levels. These changes occurs with the changing outer
environment (Glock and et. al., 2019).

Few changes in external environment that can not be dominated by the organisation such
as political, social economical, and other associated legal changes and many more. In addition,
this bring forth new opportunities so that the organisation grows and develops more within the
market to avoid any risk. Thus, these changes must be efficiently looked by the organisation to
take necessary decisions for the organisation.
With regards to Costa Coffee, leadership style that is supportive is efficiently being
applied to the organisation which aids in bringing forth the work in an effective manner. With
this style, leaders are efficiently able to support their employees so that they are attain the tasks
in most productive way. The decisions are taken in favour of the requirements of the consumers
ans the business profits. The talent and skills majorly are the deciding factors of tasks and
projects assigned to them to attain the desirable outcomes (Inkon, 2019).
Democratic leadership style is considered as one impactive leadership style in the
organisation as this mainly allow the subordinates to practice authority. In addition, they will
acquire to use this style wisely in the future operations. This also resembles how decision-
making can occur in organisational meeting. For example, in a board meeting of Costa Coffee, a
democratic leader can supply their team with essential decisions associated options so that they
could wisely about it. This concludes that the leader may take feedbacks that are provided by the
board into an account for respective counts.
P3) Petition of varied theories and approach models
In Costa Coffee, a leader holds and important role of motivating their employees by
assessing their needs and requirement so that they work efficiently within the organisation and
give more to the organisation. They also assess the alterations being arisen in the outer
environment of the business (Kurpayanidi, 2018). They are also responsible for taking most
suitable decisions to make profits and fecundity from alterations made. There are several changes
amended and introduced with an intent to describe the manager's leadership within the
organisation to foster the organisational fecundity. These theories and essential models are
described as under: Situational leadership: In this leadership style, the leaders efficiently assigns tasks and
events according to their employees capabilities and skills with talent. The leaders also
analyses the market situations, their trends and follows them efficiently to bring forth
growth of business and their fecundity. This theory encourages the quality of accepting

the market challenges efficiently (Lee, 2018). Also impact the decision-making and their
efficient deliveries within the organisation. Fro instance, if any conflicts occur in the
group that is regarding the responsibilities, roles of the employees then that is efficiently
resolved in the group itself. Thus, this theory refers that no single leadership can
efficiently work on each circumstances, leaders have to act differently as per the
requirements of the situations.
Pros Cons
 Appropriate allocation of resources
 employees are efficiently trained.
 Analyse the circumstances efficiently.
 Market resources are evaluated.
 Unqualified employees is the main
cause of sufferings within the
organisation.
 Misinterpretation of resources is also a
consequences (McKenzie and Sansone,
2019).
 Systems leadership: The system leadership is recognised on the basis of leader's quality
which efficiently focusses on the outcomes rather than procedures or processes. This
theory states that the leaders must focus more on the outcomes which can be effectively
accomplished through different activities. Such plans are already planned in advance so
that the outcomes are matched with the planning done. With regards to Costa Coffee, the
organisation has varied departments and each department has their own goals and
objectives.
Pros Cons
 Structured approach
 interrelation between the system and
the internal processes of the
organisation.
 It is difficult to understand that which
factor is the root cause for having more
control.
 Contingency leadership: This leadership theory emphasise more on different situations
of the organisation (Mišić, and Perakis, 2020). Any of the organisational issuance is
picked and the team members are asked to find out an effective solution to the issuance.

This strategy aids the leaders to find out appropriate directions for accomplishing the
goals and objectives of business.
Pros Cons
 Impactive research of market.
 Creative and innovative approaches.
 Random issuances.
 Varied solutions to issuances.
 Research requires high cost investment.
 Untrained and unskilled employees.
 Slow growth and fecundity of the
change.
 Delay in gaining effective outcomes.

CONCLUSION
From the above report, it is being concluded that the managers and the leaders are the
major part of the organisation who plays an essential role for the organisation. The roles and
responsibilities of the managers an the leader varies within the organisation. Managers
effectively plays an important role of managing the activities and events of the organisation.
While on the other hand the leader are the motivators ho guides their team efficiently within the
organisation. So there lies various leadership styles and models which are discussed effectively
and they include situational, systems or the contingency leaderships.

PART 2
INTRODUCTION
The management and operations processes refers to the administration of business
practices within the organisation which efficiently aids in the enhancing efficacy of several
business functionalities and operations such as planning ans structured organizing. The business
operations in management aids in declining costs and balancing fecundity for accomplishing the
organisational needs and requirements. For assessing this report, the chosen organisation is Costa
Coffee, this is worldwide famous and best known for their instant services of coffee such as
espresso, and other bakery items. The report discussion also entails the operational management
concepts that ensures that the organisation is efficiently able to successfully convert their raw
material into final and finished commodities (Phokwane and Makhitha, 2020).
P4) key conceptualization to operations management function of manager and leaders
There are different and varied approaches that are implemented by the Costa Coffee to
aid in encouraging the operation management conceptualisation effectively. These approaches
encourages the activities and other decision-making to make fecundity within the organisation.
The approaches with regards to the organisation are discussed as under:
 Total Quality Management (TQM): The total quality management process directs the
organisation to make impactive long term goals for attaining the organisational objectives
of business management. The long term success plan ensures that the product's quality
produced by the organisation are best and top-notch. In addition, this plan will satisfy and
meet consumer expectations. The success rate mainly is determined by the level of the
satisfaction of the consumer (Radovic Markovic and Salamzadeh, 2018).
 Just In Time: This approach ensures that the very main focus is on the production
process within the organisation. Here the managers and the leaders efficiently manages
accomplish the set targets and the resources are not wasted of the organisation. The
outcomes are mainly aimed at finishing their work on time and bring forth quality
product for their consumer. With regards to Costa Coffee, the marketing mangers must
take care of production and their fecundity to achieve desired outcomes within the
organisation.

 Lean production: This approach majorly aids in determining the best methods of the
organisation resource utilisation to produce the best results possible. This production of
results is majorly affected by different factors.
Role of leader
The main responsibility of s leader is to assess the needs and requirements of the
employees by encouraging them to work effectively for the organisation to accomplish the
organisational targets. A leader efficiently navigates and directs the employees towards right
path to avoid any sort of mislead in the process of production. They tend to seek attention of
their team members to accomplish the organisational goals (Stupnytska and et. al, 2019). They
induces confidence and courage in team members along with designing of strategies to
accomplish the desirable goals of the organisation. They motivate their team in right path and
frames a roadmap with the reconciliation of personal goals of each employees.
Role of manager
A manager is recruited to hire the best and the potentially skilled employee to provide
them efficient training and programmes associated with the development. The manager
efficiently manages the activities and resources to accomplish the organisational goals and
objectives of the organisation. They majorly affect the decision-making procedures and perform
duties such as conduction of performances and reviewing them fro the organisational fecundity.
P5) importance of operation management
The operation management process is important in accomplishing the goals and
objectives of Costa Coffee. Operation management holds high value and importance in
functionalities of organisation. With regards to Costa Coffee, operations management will aid in
accomplishing organisational goals and objectives of business operations.
 Trends in market: It is essential to evaluate the contemporary market trends to maintain
the property of business operations. The market trends alterations each day. The analysis
of market trends aids in determination of changes in the local market along with different
strategies to compete with the other growing organisations. Costa Coffee can majorly
implement creativity and other associated innovative ideologies to cater to needs and
encourages their consumer base effectively.
 Increased Revenue: Operations management process majorly aids in bringing forth the
fecundity to the Costa Coffee. Therefore, implementing and focussing more on

contemporary market trends will efficiently bring fecundity to the operation management
and affect the quality of the product.
 Satisfied Customers: The consumer's satisfaction is crucial aspect as it aids in
determination of consumer's tastes and preferences and production processes with quality
services. Consumer satisfaction retention majorly affect the production and growth of the
organisation. Analysis of consumer satisfaction will aid Costa Coffee in foretelling their
revenue rate and growth.
 Increased Sales: The product sale and other services mainly be flushed when there is an
adequate investigation done about the latest techniques ad their advantages. Sales can be
majorly enhanced through inclined sales and this can be implemented more by the
managers of the organisation (Wu and Duan, 2019). A positive kinship with the
consumer aids in building a string base for their business growth and fecundity. Financial
status of the organisation charges the rate of fecundity margins as this inclines with fixed
unit cost of the product.
P6) Evaluation of factors in business environment influencing decision-making ability of
operational management leaders and manager
 Corporate Social Responsibility:
corporate social responsibility is vast conceptualisation which majorly depends on
different forms of organisation and associated industries. This aspect is considered as very
essential for the organisation. The events of social responsibilities aids in the building a kinship
with employees and the organisation and they tends to accomplish the organisational fecundity.
A good relationship with the organisation and employees leads to enhanced morale of the
employees leading to flushing of confidence and motivation. This relationship also boosts
belongingness towards their organisation, this bring forth homeness in their own company. With
regards to Costa Coffee aids in building a positive brand image to the organisation within the
society. The organisation provides the quality services to their consumers which has led to their
fecundity and growth in an ethical manner.
 Business ethics:
Business ethics is considered applied ethics form which aids in great and essential
conduction of business principles and their morales. This also defines good practice of business