Leadership and Management: Roles, Functions, Theories, and Tesco

This report delves into the core distinctions between leaders and managers, outlining their respective roles and functions within an organizational context. It contrasts the traits of effective leaders, such as vision setting and motivation, with the operational focus of managers, emphasizing planning, organizing, and controlling. The report explores various leadership theories, including skill theory and situational theory, providing a comprehensive overview of different leadership styles. Furthermore, it analyzes the significance of operations management in achieving business objectives, considering the impact of the business environment on operational decision-making. The report uses Tesco as a case study to demonstrate how leadership and management principles are applied in a real-world multinational organization, highlighting the practical implications of these concepts.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Define and compare various roles and traits between a leader and a manager......................1
TASK 2............................................................................................................................................4
P2 Examine role of leader and function of manager..................................................................4
P3 Theories and models of approach, situational leadership systems leadership and
contingency.................................................................................................................................6
TASK 3............................................................................................................................................8
P4 Approaches to operations management.................................................................................8
P5 Worth of Operation management in achieving business objectives......................................9
TASK 4..........................................................................................................................................10
P6 Factor of business environment impact upon operational management and decision making
...................................................................................................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Business management and operations consist planning and designing of various strategies
and their implementation in order to proper work of business operations. Operations
administration include designing, programming, coordinating and supervising in respect of
manufacture, production or supplying of products (What is Operations Management?, 2014). It
ensures that the functions are being operated in efficient way. This maintain two major parts of
an organisation including logistics and supply chain administration.
Tesco is an multinational organisation that render grocery and usual merchandising
commodities in many countries including UK. This have been announced as the leader of
grocery products in all Europe and Asia which have its business in more than 11 nations. This
report studies and compare different roles and duties of a manager and a leader as well as their
functions. It will also analyse various approaches and leadership styles and importance of
operation management within an organisation. Also it will analyse how business environment
affect and its various effects.
TASK 1
P1 Define and compare various roles and traits between a leader and a manager
Leadership refer to the ability to lead or monitor mass number of people or corporation. It
include skill of setting goals, or vision as well as provide them a purpose to act or target to meet.
Leaders guide people or group of individual in order to accomplish mission with the help of
various different strategies, plans and implicate them according to situation (Ahi and Searcy,
2013). Management is a process which involve monitoring or designing strategies in order to
complete targetted operation or objectives. Therefore, manager allocate and cooperate various
practices among employee and document everyday practices by organizing several plans to
create a disciplinary framework.
Tesco is a large organisation expanded in various countries. There are few leaders in
company who lead entire organisation through setting objectives of it they have eliminated
various problems in every branch for accurate operational work and making report of particular
department in an adequate manner.
1

Characteristic of Management -
1. Persuasive -
For accurate functioning of entire operation that occur within company for attaining set
goals, management process is utilized (Brindley, ed., 2017). Thus, it can be consider as
persuasive and comprehensive.
2. Dynamic -
Market is dynamic so as management procedure. According to new industry trends,
market strategy and public opinions, administration techniques keep changes to fit in the
situation. Manager should be flexible to set oneself according to various market situation. Loss
and profits of a particular Dept. depend upon its employer.
3. Multidimensional -
A manager should be multitasker and versatile personality that should able to manage
work at any time. Thus, management is a multidimensional practices.
4. Operation Administration -
Management administrate several tasks in efficient and effective way for getting the best
out of all activities. Manager need to maintain several practices within a work that include
distribution, production, accounting, finances etc.
Characteristics of Leadership -
1. Diversity Value
Leadership understand the factor of diversity and its importance for a company
enlargements. Considering the aspect, diversity cater creativity and more innovation in functions
of company in respect of idea or concept (Ageron, Gunasekaran and Spalanzani, 2012). A good
leader recognise its strengths and prefer to be more creative through prioritized these elements.
2. Flexible
According to this style it is essential for a leader to be flexible according to the situation.
They must change according to work condition, suitable in regard to different strategy and must
be able to make best of each person working by motivating them (de Leeuw and van den Berg,
2011).
3. Communication Skills
In order to influence people thoughts or ideas as well as crate a convention with people,
goo d leadership skills contain effective interpersonal and communication ability. A Leader
2

should be good in such abilities in respect to inspire and stimulate their fellows or employees
(Zangiski, de Lima and da Costa, 2011).
4. Decision Making -
Effective leadership balance decision making techniques and models according to the
situation the company is facing. Usually an individual overthink over a condition and come over
a conclusion. But a good leader knows which decision should be taken on what condition, even it
is very stressful time.
5. Motivational and Charismatic -
Leadership should be in the way that can able to influence the employee or employer
toward the target by their glance of words. The leaders should be able to stimulate the thought
and charism them more impressively.
Roles of Leader and Manager -
1. Invent -
Leader are responsible for entire changes within company structure and culture. Through
hiring employee for company, they attain objectives in effective way.
Manager whereas, plans, designs as well as allocate task, performance in regard to get
desired conclusion out of specific strategy in a particular stores.
2. Direct and Design -
A leader duty is direction of objectives and mission of company and lead entire member
of staff on the same path. They come up with new innovative strategies to expand business in
industry in order to accomplish those fixed goals in sake of company.
Manager plan or designs various strategies to meet the set objectives. They allocate and
construct the budget for a particular strategy and implement them in their stores to coordinate
with leader's purpose.
3. Stimulate and Monitor -
Leader's main role is stimulate organisational couture as well as its employers as well as
external public. They motivate and train managers for their betterment to expand Tesco which
helps in enlarging insights of customers (Becker, Kugeler and Rosemann, eds., 2013).
Manager role is implement entire strategies build by leaders according to market situation
and location of respected store. Also they motivate and control employee working under Dept.
3

and enhance their performance as well as measure result and possibility of budgets and plans
within firm.
4. Allocate and Coordinate -
Leader signifies the major characteristics of Tesco. It is their responsibility to cooperate
with public and transform it into strength. Leader assign different member in specific places
which fits to their abilities and skills.
Whereas a manger duty is to organise and design various plans to meet those results of
strategies. Employer role is to train employee new technologies and convey message of leader.
They assign different work to workers for attaining the desired result.
M1 Difference between the role of a leader and function of manager
Leader Manager
 Develop the skills and personality of
employee and other members of staff.
 Prioritize the work by allotting hem to
employers.
 Create the credibility and loyalty
among workers and public toward the
company.
 Affect the style of works and culture.
 Stimulate and inspire the thoughts and
ideas of employee.
 Maintain the while team of employee.
 Concentrate on the leader's plans and
objectives.
 Controls and manage the functions of
organization.
 Stimulate and inspire the employee and
other members of staff.
 Meet the targets of leaders by creating
effective strategies.
D1 Theories and approaches to leadership
Leadership Theories
Skill Theory -
This concept states that leadership is all about of knowledge and ability. According to it,
traits of a good leadership is information and data which is effectively used in the required
situation. This explains that rather than born abilities of a leadership, good leader builds with
time with education, experiences and a bit of confidence. It is fact that an individual requires
these aspects for influencing personality with efficient and accurate data.
4

Situational Theory -
In this concept, it is said that according to situations of circumstances leadership style
changes and one with flexible traits who can fit in entire environment can be good leader. This
claims that their styles is being more directive and supportive. It also says that an effective guide
use various approaches in context of their organisation to make the best out of opportunities.
TASK 2
P2 Examine role of leader and function of manager
Leadership set systematic structure of a company that influence public either internal or
external public. A good leader create a logical and clear goal of an enterprise which they attain
with the help of implementation of creative strategies. Despite of highlight and overthinking
about the impossibility of success, leader seek a way to achievement a respected goal for the
achievement of organisation within period of time (Swink and et. al. 2014).
Rather than a leader, a manager walk over the path which leader have determined in order
to achieve success and for that they build different effective plans and strategies to execute them.
To systematic functioning of operations, manager organise and coordinate events as well as
assign employee for objective achievements. How manager manage to accomplish leader's aims?
Through creating effective plans and implement them to various functions. Role of leader assist
an employer to coordinate he functions properly.
5

Planning and Analysing -
Major function of a manager in an organisation is building a plan for implementation of
objectives of organisation. It is their role to concentrate over the aims of company and to make
best efforts for reaching them more effectively. For the achievement. It is duty of an employer to
execute or create plan, make transcript and allocate tasks within different employee as well as
motivate and inspire them.
Leader examine entire information and data of specific store or area which help them
determining important decision of it (Subramanian and Ramanathan, 2012). In company such as
Tesco, they execute a research over the required component which help them to come up with
more innovative and statistical concept. To work properly and more systematically, they inspire
entire members of staff through helping with necessary statics. They handle mistakes made by
employers such as mutiny, crisis, scam through handling it by managing relation with media.
Organising and Structuralizer-
6

This is also one of most important function of manager which aims to organise resources
according to the requirement of Tesco. Later the planning process is made for accomplishment of
objectives, employer need to implicate it by attaining several coordinating techniques.
Significant component of it is effective use of human resources and deciding series if command.
Leader structure strategies which is necessary for meeting their objectives. They set
culture and vision of Tesco according that an employer work or determine a plan aiming t
implement them using approaches and models fixed by Leader (Mollenkopf, Frankel and Russo,
2011).
Controlling and Conceptualizer -
Manger control entire process as well as operation that is occurring in company. To
maintain its dignity and discipline, employer need to monitor entire employee groups as well as
their activities. Balance in planning and implementation through budgeting and other activities is
essential for an employer to manager for proper functioning (Tayur, Ganeshan and Magazine,
eds., 2012).
According to need of management of operations, leader assist employer to set concepts.
They aid in dealing practices with members of staff. Leader create a regular actions layout to
manager such as Tesco documents weekly activities and determine a target ton employee to
enlarge the performance level.
Leading and Socialising -
Manager also play a role of a leader when it come to stimulate and command their
employees for effective functioning and proper stimulation of company. To attain set aims, it is
employer's duty to provide same purpose to each person of organisation for setting same aim to
shoot which boost their morals and increase team work spirit within internal workplace. Hence,
they need be good communicator with good interpersonal skills (Thomé and et. al., 2012).
Leader are the major inspiration of an employer. They play as a tutor, a trainer and a
guide which leads them a path and a purpose to walk over. They motivate and inspire the
manager the techniques with which they can get to the roots of workforce. They are the bridge
between community and organisation.
P3 Theories and models of approach, situational leadership systems leadership and contingency
Leadership is a procedure which motivates organisation fixed models, culture, evolve
goals and vision to attain marked objectives (LaGanga, 2011). This is entirely contrary from
7

administration that mean with recruitment, personnel, controlling and subordinating needed
strategies impacted by company leaders. Market contains several types of approaches and
models, few of those are mentioned as followed:
Contingency Theory -
This theory enables the concept that some individuals are able to set themselves
according to the different conditions and needs. It states that leadership is a mixture of fortune
and abilities as well as techniques and quality according to respected condition (Closs, Speier
and Meacham, 2011). Fiedler formed this theory after analysis and stated that a leader is more
impressive when situation is more indulgent whereas individual destined to get more effective in
mediate and non indulgent status. Example Steve Jobs.
Trait Theory -
This concept refer to the inherited skills of leadership in from birth of a person. This
states that a good leader is born with ability and skills to lead people. It claims that an individual
who have not been inherited with this talent can not be guide. Critics claims that this is the
theory which does not apply over every market situation or consequence. History is the witness
of great leaders who wasn't born with this but have changed the way of thinking. Example
Homer Simpson.
Behavioural Theory -
Despite of traits theory according which leaders are inherited with such abilities,
behavioural concept claims that leadership focus should be behaviour and attributes instead of
characteristics of an individual. In this, a good leader is build yup according to circumstances,
behaviour, abilities and skills. To analyse the depth of this, many specialist and analyst went
through research in which most popular attempt was within 1945-4 i.e. University of Michigan
and Ohio State University (Fry and Donohue, 2013). Example : Michigan study – Employee
centred verse staff centred.
8

Six Sigma -
Six sigma can be described as the a combined set of the tools and techniques through
which can improve the process. It was launched by the Bill smith and Michel; J harry during
working with the Motorola in 1986. It desire to modify the quality of their outcomes of the
procedure by figure out and get rid off the causes of detects by minimizing variability in
production and other process of the business.
M2 Strengths and weaknesses of different approaches
Historical Techniques
This concepts helps in focusing over the traits and nature of leadership and its styles
which can maximize the results of company. According to this, leader is a person who has the
traits of it. Those who believes that abilities can not be teach can be a good leaders.
Contemporary approach
It is based on the flexible nature of leadership style. This is one of those modern theories
of leadership according which helps in improving the company visions.
TASK 3
P4 Approaches to operations management
Operation management helps in maintaining the activities of company that include
operations, distribution, supply etc. To attain specific goals, the activities which is being made
within company is called operation. To manage those practices as well as control entire functions
and results related to it is considered as management of it (Alderton and Saieva, 2013). This is
essential for firms like Tesco for proper function. It is helpful for dealing with the competitor in
industry through making more productive products ad services. This has rile in company's
performance as well as maintenance of various activities including transamination of raw into
assets, funding and others. To influence customers by satisfying their demands rendering them
best in market, Tesco have been able to enlarge business and expand in overall UK and other
countries. The enterprise use several different models and approaches for effective execution of
programmes and proper allotment of entire entity within employee to get maximum profit. It not
only aid in portraying better image of company but also penetrate market helping in internal
practices which depend upon consumer choice.
Human Behaviour Approach -
9

This concept is basically combined with attributes of managements and leadership styles.
This analysis is dependent upon attitude and behaviour survey of the approach which is used or
implicate within enterprises.
Social System Approach -
This is related to background as well as nature and culture of an employer and a leader
which is basic of any large organisation such as ALDI (Hill and Hill, 2012).
Empirical approach -
This approaches is basically refer to organisation's past management information and
experiences. ALDI evaluate previous data and conclusion of strategies which have been
implemented to design new fresh ideas or approaches related to business.
Role of Manager -
Employer of a company aid leader to complete various strategies or procedures consisting
allocation, distribution, productions, supply. They control, plan , lead and organise plans to attain
aim of Tesco that facilitates company to develop in industry. Manger have vital role in large
organisation like Tesco some of which are as below:
 Negotiate in matters of personnel through organising bargaining process. Also stimulate
company productivity through inspiring them.
 Employer of Tesco interact with public and employee conveying purpose of organisation
in effective way.
 Assignment of several resource including Mankind, assets, fiscal etc. It is responsibility
of employer to manage operations of company.
 Manger of Tesco control major function of entity such as coordination, planning,
controlling, and directing.
Role of Leader -
ALDI' s leader lead manager of company to meet a specific objectives with looking at
same purpose to achieve by whole group (Gunasekaran and Ngai, 2012). They motivate
employees, stimulate their confidence and overall performance rendering important information
with the medium of speech, seminars, conferences etc. Here are some role explained below:
 Leader of Tesco concentrate on quality of whole entity, programme which run in firm
that involve processes of production and dispersion.
10

 Organise and arrange supply products chain in Tesco in entire stores that help in
decreasing market threats which increase sales.
 They direct employers in the process of functioning of company by managing different
concept and implying them in to circumstances. Leaders are major person of organisation
which inspire managers for working hard and lead the way to functions in order to
achieve set target by company.
Supply Chain Management -
It is the stream of commodities and services which includes their movements and other
storage of their afresh and raw commodities in their work in their process if inventory and other
final commodities from their initial to their consumptions point. It is basically interlinked along
with their networks and channel which combine their business in facilities ans their products.
P5 Worth of Operation management in achieving business objectives
Operation management have its own worth in large organisation for running all activity
more smoothly at the same time attaining set objectives. Every company including Profitable
organisation or non beneficial corporation administrate this function. Tesco have separated
various tasks into different dept., which direct entire practices which occur related to them. CI
can help organisation to examine various data as well as feedback of customers for upcoming
trends according which company can develop new plans.
Operational Management Importance -
Management of operations coordinate several Tesco strategies to imply them successfully
in market. For this company requires business approaches and models to maximize efficiency of
practices that run in company. These aids in meeting target audiences by the help of good quality
products and services provided by firm (Galindo and Batta, 2013). It ensures them that they
have been provided better commodity to earn their credibility toward company.
In order to identifying demands and prospect of consumers for understanding their
preferences, Tesco can use inventory management framework. This helps in rendering a pattern
of operation in whole company branches that can help in coordination of entity. It create a
unique impact enterprise in society by crating a sign of company or changing it into brand. This
harmonise activities which can enables a systematic and disciplined structure (Heizer, 2016).
This evolve influence of supply chain of it that assist in deployment of company in market by
gaining revenues as well as creating more potential buyers.
11

Capacity Management -
It s the procedure so through this they arrange information technology. It is the most
original objectives which make sure that the correct size so they can meet their current and
upcoming business needs in very effective manner. There sure the very common understanding
of their management of capacity which is also can be define as the ITIL structured framework.
M3 Ways to improve efficiencies of operational management
Director and leaders commentate a important part in rising the ratio of the work
administration. These are group that organise same info on several acts of cited company. It can
influence the fruitfulness to organization. Employers who fix objectives for the enterprise help to
meet effective result. Management manner can modify the manufacture procedure by resolution
different conflicts faced by employees and top level management. a servant leadership styles is
the one of the which to improved managers and leader to approach to empowers this employee
same times and encourages to the better employments.
D2 Application of operations management
 Project Management: This is useful to measure the results of company as it also help in
managing the project as well entire process. It help in improving the overall activities as
well as increasing the expected result of enterprise.
 Quality Control and Examination: It will helps in managing the quality of products and
inspection of the quality of services that company provide.
 Equipment Maintenance: Operations management helps in maintaining the equipment of
production.
TASK 4
P6 Factor of business environment impact upon operational management and decision making
Decision making activities involve entire behavioural process that influence growth of
company as well as aid in attaining set objectives and goals. Opreation management is
administration of those activities which helps in proper functioning of company and its entity as
well as constant working of supply chain. Large firms like Tesco have to face many hinders
which can obstruct their development in business and in order to refrain from those first thing
which is needed its identify those barriers which is required to be solved within a period of time
for avoiding major problems (Boehm and Thomas, 2013).
12

Logistics -
It is usually the defined and detailed information and execution in the context of complex
operations. Generally, in the sense of business there are some logistics in the flow of
management in between the origin point and on other hand there is the consumption point. So in
order to meet the demands and requirement of consumer as well as the corporations. These
actually involves the various physical items such as the materials, food, equipments, abstract
items and many more. Apart from this they also include their integration and other flow of
informations.
Tesco is one of the leading supermarket retailing company which manufactures and
facilitates wide variety of products and services in low process and value added quality. In case
of dissatisfaction and lack of better performance, some decision of leader of employer can affect
the operation of organisation. Tesco require to control all those factors which can affect company
growth in upcoming time and become a threat in development. Some of those elements are
mentioned as below:
Tesco is one of major supermarket of UK which produce and provide various number of
products to its consumer in a competitive cost and high quality. But in internal environment,
some decision took by leaders and manager can lead to fall of company in market due to
costumer dissatisfaction and lack of good performance. But what those factors can be, which
may affect operational and decision making process of Tesco. These factors are explained below:
Quality of commodity is major strength of company that mostly customer get drawn
from. Poor product material can which is used is manufacture process can affect design making
process and other operations. Thus, such activities can result in major break of consumer which
affect sales insights overall (Barratt, Choi and Li, 2011). There are several factors such as worse
leadership, demotivation of workers, poor management, death of appraisal and appreciation, lack
of able employee that can affect production procedure which can be positive or negative. This is
employer's responsibility to recruit and allocate specific employee in particular place in order to
get maximum outcome.
Egoistic employee can hinder growth of an organisation. These over confident employee
weaken internal structure of an enterprise through demotivating other employee impacting entire
system of production. There can some disputes emerge by any junior worker close to the
employer. Such attitude and behaviour create negative workplace aura which may decease
13

overall productivity of an organisation. A manager or leader should be unbiased while making a
decision related to Tesco.
A supplier is the body which facilitates the raw resources to a company. A leader or a
manger determines and maintain relationship with the supplier as well as influence the decision
related to it. A good supplier assist indirectly in increase in revenues through cutting cost of raw
resources whereas a bad supplier can increase manufacture cost and company expenditure which
lead to expansion of cost that can decrease number of customer (Tang and Musa, 2011).
Understanding value of it, Tesco have managed cost effective provider that provide revenues.
Tesco's culture influence different operational activities and decision making process.
Company highly believes that those strategies which combine with their mission can implement
for betterment of it. Because of the impact over its culture of a leader, it directly affect entire
process of respected firm.
M4 Analysation of these elements affect business of cited enterprise
The achievement of Tesco factors determines the decisions of company as well as affect
the objectivities of enterprise. They create more positive and negative impact n company which
emerge according to the circumstances.
 Study of Market Risk- market is dynamic which makes it hard to assume the probable
results of implemented strategies in the market . In order to control the market risk, an
organisation should perform, the analysis in which they should understand the market
strengths and weakness of company as well as manage the risk.
 Administration : To manage the effect of utilized techniques Tesco use the management
techniques to control the results and risk of company.
 Strategies for Operations : The higher authorities use operation management to control
the risk as well as manage the desired outcome.
CONCLUSION
In this following report, it is clear that leader and manager both are different properties
which play unique part in organisation function. Leader of a company leads entire activities
which is related to operational practices. According company culture, system follows different
models and approaches which depend upon type of organisation. Also it conclude the major
difference between both bodies in which employer are being recruited according top work,
14

locality and Dept. but leaders of company remain few who control overall enterprise mission,
visions, culture, set objectives as well as make modification accordingly. But thy both influence
each other and activities they determine or occur in the sake of company.
15

REFERENCES
Books and Journals
Ageron, B., Gunasekaran, A. and Spalanzani, A., 2012. Sustainable supply management: An
empirical study. International Journal of Production Economics. 140(1). pp.168-182.
Ahi, P. and Searcy, C., 2013. A comparative literature analysis of definitions for green and
sustainable supply chain management. Journal of Cleaner Production. 52. pp.329-341.
Alderton, P. and Saieva, G., 2013. Port management and operations. Taylor & Francis.
Barratt, M., Choi, T. Y. and Li, M., 2011. Qualitative case studies in operations management:
Trends, research outcomes, and future research implications. Journal of Operations
Management. 29(4). pp.329-342.
Becker, J., Kugeler, M. and Rosemann, M. eds., 2013. Process management: a guide for the
design of business processes. Springer Science & Business Media.
Boehm, M. and Thomas, O., 2013. Looking beyond the rim of one's teacup: a multidisciplinary
literature review of Product-Service Systems in Information Systems, Business
Management, and Engineering & Design. Journal of Cleaner Production. 51. pp.245-
260.
Brindley, C. ed., 2017. Supply chain risk. Taylor & Francis.
Closs, D. J., Speier, C. and Meacham, N., 2011. Sustainability to support end-to-end value
chains: the role of supply chain management. Journal of the Academy of Marketing
Science. 39(1). pp.101-116.
Galindo, G. and Batta, R., 2013. Review of recent developments in OR/MS research in disaster
operations management. European Journal of Operational Research. 230(2). pp.201-
211.
Gunasekaran, A. and Ngai, E. W., 2012. The future of operations management: an outlook and
analysis. International Journal of Production Economics. 135(2). pp.687-701.
Hill, A. and Hill, T., 2012. Operations management. Palgrave Macmillan.
Mollenkopf, D. A., Frankel, R. and Russo, I., 2011. Creating value through returns management:
Exploring the marketing–operations interface. Journal of Operations Management.
29(5). pp.391-403.
Subramanian, N. and Ramanathan, R., 2012. A review of applications of Analytic Hierarchy
Process in operations management. International Journal of Production Economics.
138(2). pp.215-241.
Swink, M., Melnyk, S. A., Cooper, M. B. and Hartley, J.L., 2014. Managing operations across
the supply chain (pp. 248-249). New York, NY: McGraw-Hill/Irwin.
Tang, O. and Musa, S. N., 2011. Identifying risk issues and research advancements in supply
chain risk management. International journal of production economics. 133(1). pp.25-
34.
Tayur, S., Ganeshan, R. and Magazine, M. eds., 2012. Quantitative models for supply chain
management (Vol. 17). Springer Science & Business Media.
16

Online
What is Operations Management?. 2014. [Online]. Available
through:<https://www.topmba.com/mba-programs/what-operations-management>.
[Accessed on 12th September 2017]
Fry, T. D. and Donohue, J. M., 2013. Outlets for operations management research: a DEA
assessment of journal quality and rankings. International Journal of Production
Research. 51(23-24). pp.7501-7526.
Thomé, A. M. T., and et. al., 2012. Sales and operations planning: A research synthesis.
International Journal of Production Economics. 138(1). pp.1-13.
Zangiski, M. A. D. S. G., de Lima, E. P. and da Costa, S. E. G., 2013. Organizational
competence building and development: Contributions to operations management.
International Journal of Production Economics. 144(1). pp.76-89.
de Leeuw, S. and van den Berg, J.P., 2011. Improving operational performance by influencing
shopfloor behavior via performance management practices. Journal of Operations
Management. 29(3). pp.224-235.
LaGanga, L. R., 2011. Lean service operations: reflections and new directions for capacity
expansion in outpatient clinics. Journal of Operations Management. 29(5). pp.422-433.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
17