Starbucks: Leadership, Management, and Operations Analysis Report

This report provides a comprehensive analysis of leadership, management, and operations within Starbucks. It begins by defining and comparing the roles and characteristics of leaders and managers, highlighting decision-making, influence, and delegation. The report then examines how leadership and management functions are applied in various situational contexts, including management by objectives and chaos theory, using Starbucks as a case study. Different leadership theories and models, such as situational leadership and system leadership, are applied to the company's operations. The report further explores key approaches to operations management and their importance in achieving business goals, including the role of leaders and managers in this context. Finally, the report discusses the impact of factors within the business environment on operational management and decision-making at Starbucks, drawing conclusions about the effectiveness of its leadership and operational strategies. The assignment is based on the BTEC Level 4 Higher National Certificate in Business Unit 4: Management & Operations.

Management and
Operations

Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1 Define and compare various characteristics and role of a leader and manager...................................3
TASK 2.......................................................................................................................................................6
P2 Examine examples of how the role of a leader and function of manager apply in situational contexts
.................................................................................................................................................................6
P3 Apply different theories and models of approach including situational leadership, system and
contingency.............................................................................................................................................7
TASK 3.......................................................................................................................................................8
P4 Key approaches to operations management and role that leaders and managers play.........................8
P5 Importance and value of operations management to achieve business goals....................................10
TASK 4.....................................................................................................................................................11
P6 Factors within the business environment that impact operational management and decision making
...............................................................................................................................................................11
CONCLUSION.........................................................................................................................................11
REFERENCES..........................................................................................................................................11

INTRODUCTION
Management and operations is defined as the procedure based on the concept in relation
with transformation of various inputs like raw material into finished products as well as services.
It is been considered as a process in which various profitability is acquired and gets developed
because it helps an organization to cover large market share and a working potential also gets
enhanced. As all customers have different demands so it is very crucial for company to fulfill
those requirements(Hong and et.al, 2021).The below report is based on Starbucks. It is an
American multinational organization of roaster reserves and coffeehouse. The company is
located in Seattle and is considered as the largest coffee chain. The below report involves
different roles and characteristics of leader and manager, certain examples of how role of leader
and function of manager apply in different situations, theories and model, key approaches to
operations management, importance and value and factors within the business environment.
TASK 1
P1 Define and compare various characteristics and role of a leader and manager Leader:- In context with leader they are the individuals who have responsibility to
influence other people in order to increase working ability of employees so that they can
achieve all goals and objectives. To influence and motivate other people different
leadership styles are applied as well as theories because there are various changes that
happen in certain situations so with respect to this all styles are applied. In context with
Starbucks, their leader has the responsibility to provide efficient facilities to all their
employees so that they feel happy and achieve all targets in a better way. A leader is a
person who makes all decisions in relation with specific tasks and has the ability to
motivate other members.
 Managers:- A manager is a person who is defined as an individual who has the role to
control as well as monitor all situations that happens in an organization and evaluates that
all activities are been done in a proper manner( Chawla, and et.al, 2021). It is their role
and responsibility to manage all activities and effectively perform it. In case of Starbucks,
the manager has the responsibility to perform their duty in efficient way and provides all
necessary training so that all activities in organization goes on in easy way. They has the
capability to motivate their employees by having good conversation so that everything
becomes clear to them and all leadership styles get applied in accordance with certain
situations.
Role of leader:-

 Decision maker:- It is the most important role of leader to make decisions with respect to
all situations. They have to work on their decision making process on constant basis and
think on all conditions that may arise at any point of time. All decisions had to be made
by leaders so in context with Starbucks, the leaders have the role to implement all
decisions all effectively perform all their management operations.
 Influencer:- This is another role which leader has to motivate and influence other team
members so that employees can achieve all their targets and initiate their capability They
do effective communication with their team members and interact with them on daily
basis so that they also feel good that their leaders are performing their roles and good
flexibility is there within whole organization.
 Team leader:- In an organization no task can be performed in a good way if there is no
leader in the organization who can motivate their employees so that all target can be
achieved( Braganza and et.al, 2021). It is their role to get indulge into a specific task and
make sure that everything is done in proper and adequate manner and if any kind of
changes happens in the organization then everything should be clear among all team
members.
Characteristics of leader:-
 Communication:- It is the most crucial function of leader to have good communication
skills and whatever happens in the organization all team members must know about it. It
is necessary that team members should get feedback also that how they are performing on
continuous basis so that they can improve their performance in better way.
 Courage:- A leader should always be the person who have the courage to make proper
decisions. As there are different goals and targets and it is also needed in the organization
to take various risks and show their courage to deal with all situations( Metters, 2021).
Role of manager:-
 Delegating responsibilities:- It is defined as the responsibility which manager has to
perform in order to divide certain tasks and assign them to team members with respect to
their skills. It is done with the procedure of segmenting them and assigns them in a timely
manner. When they ‘perform all roles they should also get rewards so that they feel more
happy.

 Implementing policies:- It is the role of manager to initiate and implement all policies,
rules with respect to each work so that each team member perform their roles in
accordance with policies. In context with Starbucks, their manager has a role to
implement policies and guidelines in their organization and each worker has to accept
and follow those guidelines so that better work is been done.
 Resource allocator:- Managers also play the role of being a resource allocator. The two
most crucial resources for an organization are time and money. In context with Starbucks,
the manager has to play a role to allocate all funds in accordance with budget been set.
Characteristics of manager:-
 Interpersonal skills:- To lead growth managers must have effective interpersonal skills
so that all employees and managers can communicate with each other in good way. In
case of Starbucks, managers have the quality to attract new consumers with the hep of
their effective interpersonal skills.
 Reliability skills:- There are certain situations in which employees has to face many
problems so that point of time they require the help of managers so it is their
responsibility that they are been present are every period of time whenever their workers
face a problem and must solve it with proper reliability.
Difference between leader and manager:-
Basis Leaders Managers
Role In accordance with leaders
role it is their duty to
influence other team
members by providing them
proper guidelines. They has
the role to set mission and
vision in relation with that all
team members gets
motivated to achieve their
The manager has the role to
provide necessary
information to all their
employees and assures that
their goals and objectives are
been achieved.

targets.
Characteristics The most efficient
characteristic of leaders are
their good communication
skills with the help of which
they attract all consumers
and at the same point of time
motivate their workers in
better way.
They have good reliability
and interpersonal skills with
the help of which workers do
their tasks in adequate
manner( Wang and et.al,
2021).
Theories In context with leaders there
are certain theories which are
contingency, system and
many more.
In this the theories are
bureaucratic, behavioral and
so on. ,
TASK 2
P2 Examine examples of how the role of a leader and function of manager apply in situational
contexts
In context with the role of leader as well as functions of manager leads Starbucks for
necessary improvements and certain changes in relation with operations. It allows an
organization to implement knowledge in context with all managerial activities. There are
different theories and situations which are further been explained as below:- Management by objectives:- It is defined as the theory which clearly indicates all
objectives which need to be involved in the process of management. It assures that there
is effective participation and involvement of employees so that all goals and objectives
are been achieved. With the help of this theory it enhance the performance of
management and assures that employees are achieving all targets( Wong and et.al, 2021).
The theory main objective is to improve efficiency of overall organization and all
workers with in accordance with their functions and lead to better results. As per the
situation of new product development the leaders has the role that to manage all their
employees and ensures better productivity in the organization. In context with functions
of manager they had to make various plans, organize it and many more. So, with respect
to new product launch it is needed that they make plans according to the new product and
evaluate whole target market.

 Chaos theory:- It is defined as the theory which initiates certain point of time in which
marketplace goes through different changes and it can be in relation with customers
changes also. With respect to role of leader and function of manager this theory gets
accepted because they had to adapt to all situations in context with changed goals and
targets and even in terms of hiring new employees. It is necessary in the organization to
develop their employee skills so with respect to apply this theory they develop more
effective situations which every employee can tackle( Helms, 2021).. During the phase of
this theory the manager of Starbucks also had to play their role. They help in identifying
all type chaos that happen in their overall business environment. In context with the
situation of crisis management the leader provides all information and necessary details
to organization and leads to effective solutions. There are many crisis that can happen in
organization at any point of time so with respect to this they do proper planning.
P3 Apply different theories and models of approach including situational leadership, system and
contingency
 Situational leadership :- It is defined as a model in which an organization there are
different type of leadership styles as per situations that arise at a specific period of time.
In an organization whenever a situation gets arise then it depends on the solution as
which leadership style should actually be followed. There are two factors been involved
in this model which are supportive behavior and directive behavior( Graves, 2021).
There are different stages been involved like in context with stage one it is directing stage
it means that all leaders must take all kind of decisions by their own and no advice is
been taken from other employees. In terms of coaching stage the decisions are taken by
leaders when they receive inputs from their staff members and analyze it. In case of stage
three which is a supporting stage the leaders involve their team members in taking
decisions and does not implement decisions on their own. In the last stage which is
delegating only employees are responsible for taking decisions rather than a leader. As in
Starbucks also different situations got arise so with respect to this it was considered as
good model in which they get adapted to all such situations and improves their decision-
making process. System leadership:- It is considered as the leadership theory which is applied in an
organization across political boundaries with respect to their cultures. With the help of
this model leaders not only thinks about their perceptions and would look in broader
sense. This leadership theory is beneficial because they gets the leader who has long term

vision and whatever strategies they would make will help an organization to gain success.
This theory also builds up better creativity due to which their employees feel encouraged
and motivated to do a specific task and think about certain changes in developing their
organization. As in relation with Starbucks, they applied this theory which led to achieve
growth in their sector and better innovation. Contingency approach:- No leadership style can be perfect for an organization so in
relation with contingency model the leader applies their own style which is in accordance
with specific situations. In every company there are two types of leaders. The first one is
task oriented and other leader is relationship oriented. In relation with task oriented leader
they are mainly focused on just to complete their tasks( O'Reilly and Chan, 2021).It
determines that both leadership roles is contingent whether it gets matched with
leadership style or not. It defines that all leaders have the ability to work across different
situations and manage each situation in a proper manner. In relation with Starbucks their
leaders also managed their work as per their situations and achieved all their targets. This
model also helps in enhancing the organizational performance. Transformational leadership:- In context with this leadership Starbucks, their focus was
on making effective relationship with their employees and also motivating them in order
to build up better performance so that they can achieve growth and lead with
productivity.
So, with respect to all leadership styles it helps leaders of an organization to make their
employee feel motivated in relation with whatever work they are doing.
TASK 3
P4 Key approaches to operations management and role that leaders and
managers play
Leaders Managers
In relation with leaders they play the role of
interacting with staff members.
They play the role of communicating with
leaders( Bayter-Mari and et.al, 2021).
Their main focus is on those objectives which
are implemented by managers.
The role of managers is to enhance and
develop their objectives for organization.

They also have the role to tackle whole team
and at the same point of time they work with
them also.
Managers only play the role of giving
instructions to team members.
The leader focus on employees Managers focuses on resources of organization
It is very important for leader to inspire and
motivate their employees
They have the role of implementing new plan
in an organization.
The new ideas and opinions that managers give
leaders has to implement it in the organization.
All ideas are given by managers.
There are various type of approaches that are involved in operations management like six sigma,
total quality management, lean production and many more. Six sigma:- In terms of six sigma policy this process is followed by organization in order
to define and design all elements so that better improvement can be done and
organizational performance gets enhanced. It is initiated so that if any improvement is
needed then they can follow this process( Eftekhar, Jeannette Song and Webster, 2021).
Mainly organization focus on certain things like proper evaluation of company goals,
measuring the process and if any kind of issue gets arise then all those mistakes must be
recorded. In context with Starbucks, they also applied the strategy of six sigma and build
up better customer satisfaction, evaluated data in effective manner and removed all
errors. Total quality management:- It is defined as the procedure to provide success in their
organization with the way of improving customer satisfaction. Each individual working
in a company helps in leading improvements so that the products which a company offers
leads to growth and satisfies all consumers. In this process there are various elements
been involved like in context with communications, decision making and so on. In
relation with Starbucks, they implemented products according to their customers and
during the season of Christmas they offered seasonal drinks to all audiences which helped
them in implementing good and effective relations. Lean production:- It is defined as the technique to reduce costs by making an
organization more efficient( Dacanay, Guzman and Wright, 2021).It removes certain
activities which are not creating any kind of value. In relation with Starbucks, they also

used lean manufacturing through which they announced Baristas in which it was initiated
that it would not offer more than two drinks at same point of time and it was done to
solve certain issues with respect to their quality. Queuing theory:- It is considered as an approach which is a mathematical study of
queues. It is applied in order to analyze waiting time and all queues length. It is applied in
business because it helps an organization to evaluate whole time on their new orders in
terms of supply chain management. Just in time inventory:- It is defined as a strategy that is in relation with alignment of all
raw materials orders from suppliers and directly to production schedules. It helps in
improving productivity in the organization and decrease wastage. Starbucks uses just in
time inventory when they serve coffee as there are many customers who prefers coffee
with more sugar, cream and so on. Kaizen model:- It is a concept which is in relation with creating constant improvements
based on the opinion that changes which happens in organization lead to better
enhancement. It is based on both cooperation as well as commitment.
P5 Importance and value of operations management to achieve business goals
There are various goals need to be achieved by an organization and with respect to its
operations management creates value in their organization. It is further been explained as
below:-
 Employment productivity:- Operations management is important because it leads
in enhancement of productivity of all staff members. It evaluates performance on
constant basis. If a team member does any kind of mistake then it is the duty of
management team to provide them certain guidelines so that they can perform
better in future.
 Resource utilization:- Team members should assure that all resources which are
there in organization are been used efficiently so that it is used in an organization in
efficient way(Walker and et.al, 2021). As there are various resources so nothing
should be considered as waste in their organization.
 Employee motivation:- It is necessary in an organization that employees must be
encouraged and motivated so that they work in a better way and improve their
efficiency. They should get different benefits and rewards so that they feel happy
and work accordingly.

In relation with Starbucks, they assured that customers are been provided with good
quality products( Garbade, 2021).The organization achieved success due to the
effective designing of all products. Starbucks implemented a strategy in context
with location so with respect to this they chose urban areas because large number of
customers can get attracted.
TASK 4
P6 Factors within the business environment that impact operational management and decision
making
Business factors are important because market is changing at rapid scale and it is crucial to
focus on the changing factors that have a deep impact on leadership of leaders and managers. In
relation of selected organization, both managers and leaders are affected by different factors
which are discussed below-
CSR- it is to be defined as corporate social responsibility in which social integration and
resources are combined with each other in order to achieve the highest sustainability.it impact
upon leaders and manager of Starbucks as because they have to implement strategies with an
enterprise after consideration of the guidelines of corporate social responsibility) Chaurasia and
et.al, 2021).
Values- it also impact on decision making of managers and leaders as because in business values
plays important role without which it is difficult to execute business activities. In context of
chosen enterprise, Both managers and leaders has to properly ensure about weather values in
businesses are being properly followed or not
CONCLUSION
From the above report it is been concluded that management operations is the most
important part of an organization. There are leaders and managers who have different roles
and responsibilities and it is expected that they follow all their roles in efficient manner.
There are different methods which are applied in organization like with respect to six sigma,
total quality management and so on.

REFERENCES
Books and Journals
Hong, Z, and et.al, 2021. Towards a multi-party interaction framework: state-of-the-art review in
sustainable operations management. International Journal of Production Research, pp.1-37.
Chawla, V.K., and et.al, 2021. Evaluation of green operations management by fuzzy analytical
hierarchy process. Materials Today: Proceedings, 38, pp.274-279.
Braganza, A., and et.al, 2021. Gigification, job engagement and satisfaction: the moderating role
of AI enabled system automation in operations management. Production Planning & Control,
pp.1-14.
Metters, R., 2021. Discipline note: A ranking of business school operations management
departments based on current faculty publications in five journals. Operations Management
Research, pp.1-17.
Wang, K., and et.al, 2021. Inter‐model Comparison of Turbidity‐Discharge Rating Curves and
the Implications for Reservoir Operations Management. JAWRA Journal of the American Water
Resources Association.
Wong, L.W., and et.al, 2021. Psychological and System-Related Barriers to Adopting
Blockchain for Operations Management: An Artificial Neural Network Approach. IEEE
Transactions on Engineering Management.
Helms, M.M., 2021. Encyclopedia of management. Thomson.
Graves, S.C., 2021. Reflections on the Evolution of Operations Management. Management
Science.
O'Reilly, G. and Chan, A.W., 2021, March. Navigating the Depleted Fracture Gradient During
Operations: From Concept to Drilling, Open Hole FIT Management & Cementing.
In International Petroleum Technology Conference. OnePetro.
Bayter-Marin, J.E., and et.al, 2021. Patient Blood Management Strategies to Avoid Transfusions
in Body Contouring Operations: Controlled Clinical Trial. Plastic and Reconstructive
Surgery, 147(2), pp.355-363.
Eftekhar, M., Jeannette Song, J.S. and Webster, S., 2021. Prepositioning and Local Purchasing
for Emergency Operations Under Budget, Demand, and Supply Uncertainty. Manufacturing &
Service Operations Management.