Leadership and Management Report: Metcalfe's Food Company Analysis

This report delves into the critical aspects of leadership and management, using Metcalfe's Food Company as a case study. It begins by differentiating between the roles and characteristics of leaders and managers, highlighting their respective focuses and visions within an organization. The re...Read More

MANAGEMENT AND
OPERATIONS

TABLE OF CONTENTS
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
P1. Difference between role and characteristic of a leader and manager....................................3
P2. Examine the role of leader and function of managers...........................................................4
P3. Theories and models of leadership approach.........................................................................5
M1. Analyses of role of leader and function of managers by applying theories.........................6
M2. Strength and weakness of different approaches...................................................................7
D1. Evaluation of different theories and approaches...................................................................8
Task 2...............................................................................................................................................9
P4. Key approaches to operation management and role of leaders and managers......................9
P5. Importance and value of operation management.................................................................11
P6. Factors that impact on operation management and decision making..................................11
M3. Evaluate how leaders and managers can improve efficiency of operation management...13
M4. Analyses of different factors which affect business environment......................................13
D2. Evaluation of application of operation management..........................................................14
Conclusion.....................................................................................................................................14
References......................................................................................................................................16
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INTRODUCTION
Operation management is an essential function of any business unit as it focuses on
converting variety of inputs into the valuable output. Objective of operation management is to
utilize available resources effectively and create products in a manner which can satisfy needs of
the customer (Bolton and Thompson, 2015). Managers are responsible for ensuring the quality of
production and to reduce complexity of the process. Management has to make modifications in
the strategies if any sudden changes related to material, labour take place in the firm. For the
present report Metcalfe's food company Ltd has been taken into account. It is privately owned
food enterprise which has global network. Assignment will discuss the role and characteristic of
a leader and a manager. Importance of operation management will be illustrated in this study.
Furthermore, it will discuss the models and theories of leadership.
TASK 1
P1. Difference between role and characteristic of a leader and manager
Leaders and managers both play an integral role in the organization. Managers are the
persons those who manage people and coordinate things so that the objective of entity can be
accomplished (Blum, 2015). On the other hand, leaders are the persons those who influence
others by encouraging them so that the individual can provide their best efforts. Leaders play a
strategic role in the Metcalfe’s food company whereas managers play tactical role in the
organization.
Manager of the cited firm pay attention on the process and procedures whereas, leaders
focuses on people. Another difference in role of manager and leader is that, leader deals with
probabilities whereas leaders deal with possibilities (Wu and et.al, 2017). Difference between
characteristic of both are as following:
Roles Leaders Managers
Characteristic In Metcalfe, leaders always
use innovative ideas to
perform the tasks.
Managers of the cited firm
need to follow set process and
system.
Focus Leaders pay attention on
leading people well.
As compare to leaders,
managers of Metcalfe focus on
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managing employees.
Vision Leaders have long-term
vision; they always work so
that long term objective can be
achieved.
Managers have short term
vision in the cited firm and
they work according to current
objectives of the firm.
Targets Leaders of Metcalfe set targets
in such manner so that future
objective of the organization
can be accomplished and the
firm can get profit (Dong and
Huang, 2013).
Managers of the firm take it as
a responsibility and they make
coordination between
employees so that culture of
the company can be developed.
Values Leaders give value to
achievement. Individual
inspire people so that they feel
motivated and perform better.
On the other hand, a manager
of the firm gives value to
results. Individual control them
so that people can follow rule
and regulations.
Role Leader of Metcalfe plays a
role of innovator.
Manager of the cited firm plays
a role of administrator.
P2. Examine the role of leader and function of managers
Leadership and management are two elements of the organization. They both work for
enhancing profitability and performance of the entities. Metcalfe is running its business into
food industry so for the firm it is important to ensure the quality of the foods so that guests can
be satisfied. Customers prefer to go in such place where quality of food is good and prices are
affordable. In the critical situation, employees feel discouraged and they think to leave the
organization. In this difficulty, role of leader is to encourage team members and develop positive
environment so that workers feel motivated and feel satisfied in the cited firm (McGivern and
et.al, 2015). In the crucial conditions, functions of mangers are to motivate team members.
4

Managers of Metcalfe need to give rewards and recognition so that people feel happy and they
perform better in the organization. By this way, job turnover rate of the company will get down.
In the difficulty situation such as technological changes, leader of Metcalfe need to
involve all employees in the decision making process so that they can share their views to
resolve problems of the organization whereas in critical circumstance manager of the cited firm
will not involve all workers in the decision making process and individual will discuss the
problem with higher authorities and take the suitable decision (Hoffman and et.al, 2013).
Risk is another situation, as Metcalfe wants to expand its operation across the world thus;
it is planning to merge with big food organizations. In this situation, leader will take risk and
individual will take this as a challenge. On the other hand, in this condition, manager will firstly
resist this merger because it is highly risky and can spoil the brand name of the firm.
Planning, organizing, staffing, directing, controlling are the main functions of managers.
For instance, when employees perform their tasks then manager has to direct them and have to
set schedule so that activities can be completed within the stipulated time duration. Leaders play
a role of motivator and encourage its employees so that they feel energetic (Goodall and
Pogrebna, 2015). Individual gives innovative ideas which can help to complete the task with
perfection within the stipulated time period.
P3. Theories and models of leadership approach
Different organizations follow different leadership theories, it is completely depends
upon objective and aim of the company.
Situational leadership theory:
This style of leadership states that modern era is too competitive and challenging as to
survive in such complex environment, it is important to be flexible. According to this theory,
leader is required to be mature and emphasize on task and relationship behavior. For example,
when any new technology comes in the market then it helps to improve efficiency and quality of
the products. Further, it becomes necessary for the organization to adopt this technique in the
workplace to sustain in the market. In such condition, leader of Metcalfe has to behave maturely
and need to guide its workers well. Correct direction and effective communication can help to
make them understand the benefits of this technology (Brimhall, Lizano and Barak, 2014). By
this way, employees of cited firm will be able to accept the changes easily. Leader has to involve
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them into decision making process and by this way they will feel confident and will feel satisfied
with the organization. By adopting situational leadership style, Metcalfe will be able to enhance
its revenues and will be able to earn good profit.
As per the above diagram, it is essential for the organization to make sure that there is
proper support, delegation, direction and coaching so that performance of workers can be made
effectively and efficiently.
Contingency leadership theory:
This concept state that behavior of a leader completely depends upon the situation. It
defines that in several condition leader have to behave different. There are three main
contingency theories; Fiedler, the path- goal and situational leadership etc. According to the
Fiedler theory, effectiveness of leadership is completely dependent upon the motivation level of
leader and favorable situations (Newman and et.al, 2014). The Path-goal theory defines that it is
the responsibility of leader to structure of the company well and to create positive work
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Illustration 1: Situational leadership theory
Source: (Situational Leadership Model, 2017)

environment so that goal of the organization can be accomplished. For instance, whenever a new
candidate enters into the
Metcalfe then leader has to adopt Fiedler theory and by motivating the person individual will be
able to make the person comfortable thus, new applicant will be able to utilize skills well and
will perform better in the organization.
Systematic leadership model:
It is the model which is generally used by the organization when firms plan to modify its
products or plans to expand its business operations. As Metcalfe is operating its business in the
entire world so it is important for the cited firm to improve its food items time to time so that
people can feel refresh. By this way, Metcalfe will be able to enhance quality of its food products
which will help in increasing revenues of the company (Nowicka and Vertovec, 2014).
M1. Analyses of role of leader and function of managers by applying theories
Managers and leaders both play important role in the organization and there is huge
difference between roles, responsibilities and characteristic of both persons. Situational
leadership theory is the great concept that supports the company to adopt changes and modify its
operations according to the requirement of external environment (Qu, Janssen and Shi, 2015).
Difference between leaders and managers.
Management theories: This is type of theory that addresses that way through which supervisors
and managers relate to their firm in terms of developing knowledge so as to achieve goals and
objectives (Nowicka and Vertovec, 2014). Scientific theory: It is the management theory that focuses of workflow. Role of
managers is to identify the working process and prepare such environment which can
help in improving economic efficiency of the Metcalfe's food company. Manager has to
monitor performance of the company and have to give proper instructions so that
working efficiency can get improved (Antony and et.al, 2016). Administrative theory: It is the concept that focuses on finding rational way to design the
overall structure of the company. This theory of management concentrates on developing
hierarchical structure so that people follow the rules and regulation and behave formal in
the workplace (Henkin, 2016). Role of manager in Metcalfe's food company is to divide
work impressively, division of labour must be clear so that no confusions take place.
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 Bureaucratic theory- It is another management policy which has two main elements;
hierarchical structure and decision making. In this, managers have to communicate with
lower level employees and strategic level workers have to answer the top management
persons. Manager of Metcalfe's food company have of focus on objective and policies
and accordingly they have to make their decisions (Griep and et.al, 2016). Human relation- It is the concept which focuses on the desires of employees, managers
provide them facilities so that they can get developed. Managers play the role of
motivator, they encourage them and build relationship with them so that productivity of
Metcalfe's food company's employees can get increased (Different Theories On
Behaviour And Strategies Linking Them, 2017). This is the great concept which emphasis
on building relationship between employees of the organization. This hypothesis assist in
knowing needs of workers, so managers can work for fulfilling those wants. By this way,
strong bonding will be developed. Human relationship theory can be applied in the
workplace of Metcalfe (Henkin, 2016). X and Y theory- It is management theory which is generally used by managers for
motivating their workers (Griep and et.al, 2016). Theory x explains that employees of
Metcalfe's food company are not liking the workplace and they avoid their
responsibilities. In such situation managers have to play a role of motivator, individual
will have to find out rationale behind their dissatisfaction and accordingly they have to
motivate them. Theory Y explains that now workers are satisfied and they perform their
duties without any much guidance.
 Chaos theory: This concept states that changes can take place any time and these are
unpredictable attributes. To make modification in technologies is important for Metcalfe
as by using this theory manager of the cited firm will be able to enhance energy of its
workers so that they can accept changes and work in modified environment (Griep and
et.al, 2016).
Leadership theories: It is type of process that is helpful to influence individuals towards the
attainment of organizational goals and objectives (Nowicka and Vertovec, 2014). Trait leadership model: This concept concentrates on the different personalities and
characteristic of individual. Leader has to behave different in different situations. Leader
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of Metcalfe's food company needs to have capabilities to lead a team well. Leader of
cited firm has to behave confident so that their workers can feel comfortable and keep
faith on their leader (Antony and et.al, 2016). It is the concept which focuses on habitual
behavior and emotions aspects. This concept cannot be applied in the place where
problems are needed to be solved by common traits.
 Behavior theory: Leaders have to behave different in different circumstances. So this
theory can be applied in the Metcalfe and, by this way leaders will be able to resolve
problems effectively (Situational Leadership Model, 2017).
 Contingency theory: It emphases on the personality and situation occur in the
organization. This leadership theory focuses on two aspects; task- motivated and
relationship- motivated. Both concepts support leader of Metcalfe in achieving the
common goal of the entity (9 Differences Between Managers and Leaders, 2017).
TASK M2. Strength and weakness of different approaches
-Autocratic:
Strength:
 It saves time of higher authorities, as top management can take their decision speedy. It focuses on rules and regulations thus, there is less chance of happening mistakes.
Weaknesses:
 This is a type of approach in which all the decisions are made by top management and
employees are not involved in decision making. This demotivates workers as they
develop a feeling of negligence (Stewart and Shamdasani, 2014).
 Less focus on innovation.
-Burocratic:
Strength:
 It is a type of style in which, leaders follows all the rules and regulations that are
followed by the organization (Stewart and Shamdasani, 2014).
 It is difficult for some employees to follow the changes but management give effective
guidance to workers so that they can perform their duties well.
 Metcalfe will get benefited as they will be able to make employees perform with their full
efficiency.
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Weaknesses
 Due to less flexibility, people feel demotivated thus, job turn over get increased in the
organization.
 Employees work in the rigid controlled workplace.
-Democratic:
Strength
 As per this leadership, all the decisions are made by workers and top managers.
 Cited firm will get benefited as they will be able to motivate and boost up their moral.
Weakness:
 However, it takes time for decision making (Hatch and Cunliffe, 2013).
 It is not easy to give priorities to all worker's point of view, thus some time confusion
and conflicts take place.
-Laissez-Faire:
Strength:
 In accordance with this style, all the members in the group are allowed to make decision.
This is a positive approach that make the worker to develop a feeling of importance. It provides flexibility to all workers of Metcalfe
Weaknesses
 Some time due to inappropriate environment, people do not get opportunities to grow.
D1. Evaluation of different theories and approaches
Situational leadership theory
Strength:
 Situational leadership theory is the great concept which focuses on tasks and human
behavior. It is the main strength of this theory. It helps in building relationship between employees and employer thus, confusions and
conflict may get reduced (Situational Leadership Model, 2017).
Weakness
 But this theory does not emphasize on demographic factors, as behavior of the individual
completely depends upon the person’s life, age etc. (Roueche and et.al, 2014).
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 This concept is unable to define that how people can implement this theory in practical
life.
 In addition to this, it focuses on human behavior for decision making process so in that
case it is difficult to analyze the situations regularly.
System leadership theory
 It is applied in the workplace when organization plans to make modification in its
products.
 It helps in increasing efficiency of the company.
Weaknesses:
 But, there is high probability of increasing conflicts in the workplace if cited firm applies
this leadership style in the workplace (Kalra and Kopargaonkar, 2016).
 In the systematic leadership style, leaders have to follow tall structure but because of that,
the communication and coordination become so weak that it creates misunderstanding in
the entity. It emphasizes on the particular thinking of leaders but in the changing
environment, leaders have to behave different as per the requirement of the external
environment (Antony and et.al, 2016).
Contingency theory Strength: It is another approach which gives optimistic results in some pre defined
situations
 Weakness: but in others it does not work properly. So it creates difficulty for the leader to
understand the particular circumstance. In the modern changing environment, it is
important to be flexible so that necessary modifications can be implemented in the
workplace. But this concept is completely inflexible so in the changing workplace it can
be applied (Antony, 2014).
Transactional Style: It is a type of leadership that focuses on organization, performance and
supervision. Further it promotes compliance and this is done by providing rewards and also
punishments (Cherrafi and et.al, 2016).
Advantages:
 Boost up the moral of workers Guide them to achieve their goals (What Is Transactional Leadership?, 2017).
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Disadvantages:
 Leaders blame their workers when they do not achieve the targets that are given to them.
Transformational Style: In this type of leadership, leaders will work with their subordinates in
order to identify needs and to inspire workers.
Advantages:
 Employees know the vision that has to be achieved by them Workers identify the challenges that are faced by them (Antony and et.al, 2016).
Disadvantages:
 Faces serious detailed challenges.
 It has the potential to abuse
TASK 2
P4.Key approaches to operation management and role of leaders and managers
Management Operations can be determined as an area of management that make sure that
there is proper control and design of process related to redesigning and production of business
operations for the production of services or goods.
Metcalfe needs to review the operations so that it can identify its lacking points and can
improve it soon. To increase quality of food and services as well as efficiency it is essential to
review the process. By this way, cited firm will be able to gain competitive advantage and will
be able to reduce its operational cost and thus the revenues of the organization will get enhanced.
For reviewing the process, key approaches of operation management are as follows:
Dynamic approach: To sustain in the global competitive world, it is important to
improve operations of the organization. But, currently Metcalfe is using traditional approach;
dynamic approach will be suitable for the cited firm (Antony and et.al, 2016). It focuses on the
four major elements; knowledge, contingencies, learning and resolution of problems. By looking
upon all these elements, Metcalfe will be able to improve its operations to a great extent.
Six sigma approach: It is the statistical approach which helps to identify the drawbacks
and aids to improve lacking points. Quality management approach is one of the main approaches
through which the firm can measure its quality and improve it time to time. It helps to reduce
wastage, increase customers satisfaction and profitability of the company. DMAIV and DMADV
12

are two methods which can help to manage the operations effectively (Cherrafi and et.al, 2016).
DMAIV method helps cited firm to identify needs of customers and drawbacks of current
process though check list. Collection of relevant data can help to analyze the lacking points thus
manager can make strategy to improve these weak points.
Zero defects, quality control and total quality management are methods which can help to
manage operations in the organization.
Lean Production graphic: This is a type of systematic method that is helpful to
eliminate waste within a manufacturing system. They identify the waste that has raised because
of overburden and the waste that is created due to work load.
Leader's role in operation management
Leaders of Metcalfe play a role of motivator, individual motivate its peer group by their
words and give them innovative ideas which can help people in completing their task on time
with efficiency. Leader effectively coordinates with workers and tries to identify their strength
and weakness and then individual encourage them in such manner so that they can perform better
and can give good result to the organization. Leaders of Metcalfeset set vision and mission for
completing the particular task. Individual convert plan into strategic planning so that the end
objective of organization can be accomplished (six sigma, 2017).
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Illustration 2: PDCA cycle
Source: (Scaria, 2016)

Manager's role
Managers of Metcalfe believe that employees are assets of the organization so it is
necessary to make them satisfy so that they can perform better in the workplace. Manager of
Metcalfe plays a role of monitor. Individual monitors the activities and guide people well so that
they can improve their performances.. Operation manager have to follow such process which can
help to satisfy customer of Metcalfe. Manager of the cited firm also look upon the quality aspect
and ensures that the quality food can be served to the consumers.
P5. Importance and value of operation management
Enhance profitability and expand business are the objectives of Metcalfe. Further, the
purpose of the organization is to increase number of customers and to provide them with quality
services. Management of operation is important in the organization without it the firms cannot
achieve its targets easily (9 Differences Between Managers and Leaders, 2017). Success and
growth of entities completely depend upon how the organization is managing its operations. If
corporation is not managing its operations well then it can increase its cost to a great extent thus,
revenues of the company will get reduced.
It focuses on assigning role and responsibilities to employees as per their capabilities and
skills so that they can perform better and can contribute well to accomplish the objective of
Metcalfe. It pays attention on designing the production process and structure of the operation so
that no confusion can take place and all workers can produce quality food and can serve better to
consumers. It helps to make environment positive and thus the company will be able to achieve
its objective soon. It plays a significant role in delivering valuable services to Metcalfe's
customers.
Operation management is important and helps to reduce operation cost of the
organization. It designs the process in such a manner so that optimum utilization of resources can
be done. By this way, managers will be able to reduce operation cost of the Metcalfe (Scaria,
2016). This will assist in increasing revenues of the company thus; business objective of
Metcalfe can be achieved.
Operation management is important by looking at TQM(Total Quality management) is
very helpful as it looks over long term success with the help of which customers to get satisfied.
Further, there are different areas that are considered by the organization and for each aspect they
14

make sure that proper quality is maintained. As per the case, Metcalfe through TQM,
management will be able to identify the areas in which improvement needs to be identified and
accordingly steps can be taken to overcome them.
P6. Factors that impact on operation management and decision making
In the modern corporate market, Metcalfe is facing huge competition and to survive in
the competitive market it is important to look upon the internal and external factors that can
affect operations of the organization. Components Factors within the business environment are
following :
Internal factors
These are such elements which exist within the workplace and affect the operation
management of Metcalfe. Value system: It is the significant factor that impacts the operation management of the
cited firm. Further, it is essential for employees to follow rules and regulation of the
company, if people do not follow it properly then it can create problems for the entity.
Value system influences the operations and can create confusions in the workplace
which may harm the production and other functions (Hatch and Cunliffe, 2013). Financial strength: Economic condition of the organization impact the operation
management. If Metcalfe does not have sufficient monitory resources then it would not
be able to produce quality food and thus the performance of the company will reduce and
customers will be dissatisfied. Relationship between employees and employers: It is another major internal factor that
affects the operation management of the entities. If there is weak relationship or bonding
then people will not communicate well with each other. This can create confusion thus;
objective of company cannot be achieved. In the Metcalfe, employees and employer both
have good relationship and they understand each other as well as communication process
is fast so no confusion takes place here (Griep and et.al, 2016).
 Suppliers: Food industry depends upon the raw materials which are supplied by the
suppliers. If supply gets stopped then it may create problem for the Metcalfe because the
cited firm will not be able to produce food products which will decrease its profits.
15

External factors
Ethical: Changes in taste and preference of customers take place frequently and it is
essential to conduct proper research so that cited firm will be able to understand the
requirements and accordingly services are provided.
CSR:There are different form of policies that are implemented by different market. All
the operations within the firm are planned but when CSR are not effectively done, then it
affects the business operations of the organization.
Sustainability: There are many organizations that deliver their customers with similar
products and services. They make use of diverse strategies so that customers can be
attracted. In this context, cited firm needs to make use of strategies that will make them
sustain in the market and compete effectively.
Leaders and managers both play significant role in the Metcalfe. They work for
improving efficiency of the operation management. They both are responsible persons and they
contribute well for accomplishing the objective of the cited firm. Leaders and Managers of
Metcalfe can take support of reward and recognition system. By this way, employees will get
motivated and they will perform better in the workplace (Henkin, 2016). This will help to
improve efficiency of the operation to a great extent. Satisfied workers will be profitable for the
cited firm because individuals will put their best efforts for achieving goal of the company.
Time management strategy of manager and innovative ideas of leaders can help to
improve efficiency of the operation management in Metcalfe. This combination will be
beneficial for he cited firm as by this way company will be able to reduce its operation cost to a
great extent and will be able to deliver timely quality services to the clients. If managers and
leaders communicate well with employees then they will be able to identify their needs and thus
the higher authorities will be able to fulfill those. By this way, workers of Metcalfe will get
motivated and they will improve their individual efficiency of work which will enhance
effectiveness of the operation management.
-They Can Invest in Technology: Changes in technology take place frequently and it is important
for the firm to make sure that they make use of updated or new technology so that they will be
able to deliver high quality services and satisfy their customers. In this context, Metcalfe should
invest on technology so that they will be able to deliver proper services to customers.
16

-They can Increase the Quality Management And Lean Production: For each of the products and
services, it is essential to maintain proper quality. In this context, Metcalfe should make proper
strategies so they maintain the quality of services that is delivered to customers. In addition to
this, steps can be taken to reduce the wastage that is caused by production.
M4. Analyses of different factors which affect business environment
There are various factors which affect business environment and wider community, these
are as follows:
 Political factors: Government regulation, laws related to imports and export, trade
norms, taxation policies are major political factors which affect the business environment
of Metcalfe. If authorities make changes in current laws then it becomes difficult for the
entities to modify its operations.
 Economic factor: It is main aspect which affects the overall industry. Inflation,
recession, high interest rates, unemployment rates etc. are some major factors that impact
the business and its operations. If there is high inflation then import will be costly and
revenues of Metcalfe will get minimized (Stewart and Shamdasani, 2014).
 Social factors: Changes in tests of customers, cultural issue, environment condition etc.
all affect business environment and wider community to a great extent.
 Technological factors: Innovative techniques, technological up gradation affect the
profitability of the company. Before implementing this equipment, Metcalfe will have to
train its staff members so that they can operate it but some time due to lack of knowledge
people fails to operate it which results in decreasing quality of food. But it positively
affects business environment and it helps to improve efficiency of the products (Antony
and et.al, 2016).
 Legal factors: Ethical and moral issues can harm reputation of the Metcalfe in front of
the customers.
 Environmental factors: There are different type of products that are delivered by
Metcalfe. There are pollution that occurs and this pollutes the environment. This also
affects the local community negatively. It essential that cited firm develop strategies to
reduce the impact of pollution and local community may not get negatively affected.
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D2. Evaluation of application of operation management
Six Sigma is the great tool which helps to improve quality of products. On other hand, it
is not necessary that data will be always useful which can create problems for the managers in
taking suitable decisions. Government laws, regulations are major factor that affect business
environment. Due to this, Metcalfe have to modify its operations which can increase operation
cost of the company. On other hand, it will affect positively on the organization because trade
agreements helps the cited firm to expand its business across the world.
Economic factor impact the business environment to great extent, inflation decrease
purchasing power of individual that negatively impact sales of Metcalfe (Hatch and Cunliffe,
2013). On other hand, it enhances competition in the market and companies can increase its
brand name. These are unpredictable but with the help of questionnaires and survey firms can
collect relevant data which can help it in modifying its operations according to the needs of
customers which can assist the cited firm in accomplishing its objective.
Operational management are helpful for Metcalfe in following ways:
 It enables to develop strategies for the future. There are different set of activities that are
followed by the firm. It helps to identify the issues that are faced. Accordingly, it enables
to develop strategies that will enable to overcome the problems.
 For each of the activities, it requires human resource and with the help of operation
management it is effectively done.
Below given are the disadvantages faced by Metcalfe due to operational management:
 There are cases in which the forecasting done gets wrong. There are many negative
impact that are faced by management and this occurs because of operational
management.
 In order to manage proper business operation, it requires proper cost that has to be
maintained.
CONCLUSION
From the above report it can be concluded that Six sigma is the effective tool through
which the organization can measure its quality and can improve efficiency of the products.
Report has discussed about role of leader and manager, both are important person and play
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significant role in the entity. Risk taking ability and innovative ideas of leaders can help the
corporation in enhancing its profitability. Manager’s skills, controlling nature can be beneficial
for the entity to run business smoothly.
Recommendation:
Employees are the face of organization as they have direct interaction with customers.
They are one who deliver services to customers and make sure that all the issues that are faced
by them are clarified. In this context, cited firm should make sure that workers are provided with
proper training so that they will be able to develop their skills and deliver high quality services to
customers.
Self Evaluation: As per the evaluation make, I think that I need to improve my research skills, it
took lot of time to find out proper understanding and relevant content for that will be suitable.
Further, there are different type of links that are available for similar topic. For me it was
difficult to identify relevant topic but with time it got to understand the sources effectively.
19

REFERENCES
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Antony, J., 2014. Readiness factors for the Lean Six Sigma journey in the higher education
sector. International Journal of Productivity and Performance Management. 63(2).
pp.257-264.
Blum, H., 2015. The Upsides of a Negative ReviewExperts explain how online criticism can
actually be good for your practice. The ASHA Leader. 20(10). pp.32-33.
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