Management and Operations: Leadership Roles at Starbucks Report

This report delves into the concepts of operations management, emphasizing the roles of leaders and managers within the context of Starbucks, a prominent coffeehouse chain. It begins by defining operations management and its focus on efficient production and distribution, highlighting the importance of leaders and managers in motivating employees. The report then outlines the distinct roles of managers (planning, controlling) and leaders (team building, motivation) and provides characteristics of effective managers and leaders in Starbucks. The report explores the application of leadership and management in various situations, such as customer service, employee relations, and societal impact. It examines leadership theories, including situational and contingency leadership, and analyzes factors affecting Starbucks' operational management. The report concludes with an analysis of how these factors impact decision-making processes and overall business objectives. The report is a valuable resource for understanding leadership and management principles in a real-world business setting.

Management and
operations

Table of Contents
INTRODUCTION...........................................................................................................................1
PROJECT 1......................................................................................................................................1
TASK 1............................................................................................................................................1
P1. Various roles and characteristics of a manager and leader...................................................1
M1 Differentiate between role and function of a leader and manager........................................3
TASK 2............................................................................................................................................3
P2 Application of role of a leader and function of a manager in various situations...................3
P3 Apply various models and theories including situational leadership.....................................5
M2 Strengths and weaknesses of various approaches.................................................................6
D1 Analyse and evaluate various approaches and theories to leadership...................................6
Project 2...........................................................................................................................................6
TASK 1............................................................................................................................................6
P4 Key approaches of operations management and role of managers and leaders.....................6
P5 Importance and value of operations management in achieving business objectives.............8
M3 Managers and leaders can improve efficiencies of operational management......................9
TASK 3............................................................................................................................................9
P6 Factors in which Starbucks operates that impact operational management..........................9
M4 Factors that affect business operations and decision making process................................11
D2 Application of operations management...............................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Concept of operations management is related with the area of design and managing
production process of an enterprise with introducing some variations so that enterprise can get
maximum benefits (Akkerman, Farahani and Grunow, 2010). Main focus of operations
management is on manufacturing process of enterprise and also relate with the distributions of
final goods and services to customers. Moreover, operations management is concerned with the
process of converting raw materials into services and goods in an efficient way to maximise the
revenues of organisation. Leader and manager play an effective role in this operations
management as these are the one who encourage and motivate employees to perform well.
Starbucks, one of the largest coffee business enterprises which offer variety of hot and cold
drinks, coffee and tea products to its customers is selected in this report for study. Different roles
which a leader and manager play in enterprise are mentioned here as well. Main approaches of
operations management and importance of this concept in achieving the business aim and
objectives are also stated in this report. In addition to this, main elements existing in business
environment in which Starbucks operate and impact of those factors on decision making process
of leader and managers are also described here.
PROJECT 1
TASK 1
P1. Various roles and characteristics of a manager and leader
Manager is the one whose main responsibility is to manage all activities and operations of
enterprise in a way that company can easily achieve its set objectives and goals. It comes under
the responsibility of manager of Starbucks to monitor and control all activities of firm. Further,
manager uses various tools and techniques to encourage and motivate employees to work well
(Barratt, Choi and Li, 2011). In Starbucks, manager is the one who undertakes process of
recruitment in order to hire skilled candidates to perform specific jobs in firm. In addition to this,
he also provides training to employees in order to develop their skills and knowledge so that they
can perform well and contribute more in the success of company. Leader is also an individual
who plays a significant role in every organisation. He is the one who supports and provides
direction to employees and workers so that they can execute organisational activities in an
effective manner. Basically, both manager and leader make various efforts and so, enterprise can
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achieve its set objectives and goals in an effective way. Roles of a manager and leader are
different from each other as managers are the one who formulate process for completing a work
while leaders are the one who motivate employees to follow same (Binder and Edwards, 2010).
Roles of a leader and manager can be understood by the points given as below:
Roles of a leader: Building team: This is known as one of the most important roles of a leader. He is the
one who does various efforts to encourage employees to work in a team as to work in
group instead of individually is more productive. Working in teams enhances the
knowledge of individuals and ensures completion of business activities in a given period
of time. In Starbucks, leaders also motivate workers to work in a team. Motivator: This is one of the most significant roles that a leader plays in enterprise.
These are the one who use various techniques and methods to motivate and encourage
employees to perform well in enterprise. It is essential that workforce of enterprise should
be motivated to perform assigned business operations effectually.
 Supportive: Leader is known as an individual who supports the workers of company. It
is very essential for a leader to identify and listen problem or any kind of issue faced by
the workers at workplace (Galindo and Batta, 2013). Lack of support decreases the
morale of employees and affects productivity of enterprise.
Roles of a manager: Implementing policies and plans: Manager is the only one who effectively implements
the policies and plans formulated by top managers. Further, manager makes the
employees aware about these policies and plans so that they can work accordingly. Providing training: Performance evaluation of employees is carried out by managers in
order to know about the way they perform at workplace (Giegerich, 2010). If manager
finds any deviation between actual and standard skills of employees then manager
conducts training programmes for workers to remove that deviation.
 Monitoring and controlling: Manager is the one who controls business activities and
operations so that enterprise can achieve its set goals and enterprise.
Characteristics of manager and leader of Starbucks: Positive attitude: Both managers and leaders play a significant role in any kind of
enterprise. No firm can achieve its set goals and objectives without them. These are the
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one who provide direction to employees and deal with number of business clients. It is
very important that they should carry out a positive attitude as this enhances both; profits
and productivity of enterprise. Creative: One of the main features which must be there in leader and manager is
creativity (Ivanov, Sokolov and Kaeschel, 2010). Both leaders and managers of
Starbucks are creative and make various efforts in order to serve their customers in a
unique way. Confident: Managers and leaders face different issues during implementation of any
policy or change in organisation. So, it is essential that these two individuals should have
confidence to carry out all business activities effectually.
 Motivator: One of the main features about leader and manager of Starbucks is that both
motivate employees to perform well.
M1 Differentiate between role and function of a leader and manager
Both leaders and managers play an effective role in an enterprise but perform different
roles and responsibilities from each other. Main roles of a manager includes planning,
controlling, directing and monitoring business activities. On the contrary of this, role of a leader
consists building team, motivate staff members and solve issues of employees they face at
workplace.
TASK 2
P2 Application of role of a leader and function of a manager in various situations
Both leaders and managers perform various kind of roles and function in an enterprise
depend on different situations. But the main aim of both of them is to ensure accomplishment of
set goals and objectives of enterprise (Jacobs, Chase and Lummus, 2011). Same in case of
Starbucks, leaders and managers do various efforts so enterprise can attain its end targets.
Different type of situation rise at workplace and it comes under the responsibility of both leaders
and managers to deal with that in an effective manner. In Starbucks, both do various efforts in
order to encourage employees to serve customers in an effective manner. Application of role of a
leader and function of a manager in stated below under the following headings: Customers: These are known as one of the most important factor of every enterprise.
These are the one for which enterprise offer different type of goods and services to
satisfy their needs and to retain them for long period of time. Relate with the context of
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customers, it comes under the responsibility of managers to focus on the quality of
products and services which enterprise offer to its customers. Further, a manager is the
one who remain liable to offer services to target customers as per their needs and
preferences. For this, manager remain liable to hire skilled and capable candidates so
enterprise can maintain the quality of its products in order to satisfy the needs of its
customers. Further, in context of customers the role which a leader play is to motivate
them so they can handle different type of customers in an effective way. Leader motivate
them to enhance their creativity and encourage them to find new ways to serve a
customer. As Starbucks is one of the popular brand in coffee sector, it is very essential
for enterprise to offer good quality products and services to its customers and this can be
achieve with help of leader and manager. Employees: These are the one who play a significant role in any enterprise as they
interact with customers and offer them services in order to fulfil their requirements. In
context of employees, one of the main function which a manager play in enterprise is
conduct training programmes for them in order to develop skills and abilities in them so
they can offer better quality products to customers and can handle different issues which
arise at workplace (Burke, 2013). Leader is the one who motivate workers to serve
customers as per their needs and requirements and encourage them to work in a team. Society: Various business operations and activities affect the society in both positive and
negative way. In context of society, it comes under the responsibility of manager to
contribute more in social development and execute business activities as per the values,
norms and attitudes of society. Every decision and operation of business should not harm
the society in any way. It comes under the role of leader of Starbucks to execute
business operations as per the ethical and legal norms of society.
 Suppliers: Supplier is known as the individual who deliver raw material to enterprise. It
is very essential for enterprise for create and maintain good relations with them. It is
very important for manager to first analyse all the suppliers and choose a one supplier so
that enterprise can procure quality raw materials and can offer quality products to its
customers.
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P3 Apply various models and theories including situational leadership
Different theories and approaches of leadership are there which are used in Starbucks.
Both leaders and managers motivate employees to perform well so enterprise can achieve its set
goals and objectives (Chen and et. al., 2011). For motivate workers to perform well various
theories of leadership are there which can be used by enterprise. Basically there are three type
leadership theories which are stated in following points: System leadership: This theory of leadership is effective for problem solving. For
example, if in Starbucks any kind of dispute or issue arise then leader is the one who
remain liable to to solve that issue and dispute in a systematic manner. For this, leader
remain responsible to identify the main elements and components that affect the
operations of enterprise. Solve the issue on time is very essential for enterprise otherwise
it affect the productivity of firm and at the same give rise to negative work environment
at workplace.
 Situational theory: This theory of leadership says that leader should adopt different style
of leadership as per the situation and conditions exist in enterprise. As per this, there is no
single style of leadership which is effective in every kind of situation. So it is very
essential that leaders should carry a flexible style of leadership. Main features of this
style of leadership include the following:
Work creatively and introduce new and unique ways to complete the given task.
In this, it is very important for leader to move from situation to another in order to deal
effectively with various issues.
 Contingency leadership: This theory of leadership is based on ideas and opinions of
enterprise. As per this theory there is no single way to execute business operations.
Particular condition exist in enterprise is taken into consideration under this approach.
Management theories Modern theory of management: Main focus of their theory of management is to increase
the performance level of employees and maximise the growth of staff members working
in enterprise (Chen and et. al., 2010). This ensure completion of business activities by
adopt various and new technologies and by create a quality relations between employee
and employer.
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 Classical theory of management: Under this theory of management, manager of
enterprise find easiest way to complete given work. One of the main focus of this theory
is to increase profits of enterprise.
M2 Strengths and weaknesses of various approaches
Contingency theory of leadership: Strengths: This theory of leadership is effective as this help in provide relevant
information related with business activities of enterprise.
 Weakness: This theory is reactive in nature and sometimes it become difficult for
enterprise to choose the contingency plan.
System theory of leadership: Strengths: It provides better control on business operations and provide a systematic plan
to solve business issues.
 Weakness: Complexity of this theory is high and it can not apply in all business
situations.
Situational theory: Strengths: This help managers in collect information about training needs of employees.
 Weakness: Lack of flexibility.
D1 Analyse and evaluate various approaches and theories to leadership
Various type of leadership theories are there and having their own benefits and features.
Main theories of leadership are situational, contingency and system.
Project 2
TASK 1
P4 Key approaches of operations management and role of managers and leaders
One of the main feature of concept of operation management is that it help and assists
managers in manager business operations. This facilitate planning process of business enterprise
and ensure effective execution of production process. Main approaches of operations
management include the following: Total quality management (TQM): This approach of operation management said that
efforts must be done by all workers working in enterprise to increase performance and
quality of its work (Cruz and Marques, 2011). This help enterprise in produce quality
products and at the same time help in satisfy the needs of its customers. Main feature of
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this approach is that it help in remove unnecessary obstacles and barriers form production
process. For this, it is very important for managers of Starbucks to offer training to staff
members on continuous basis. Just in time: This is another approach of operation management which managers use to
maximise the performance of enterprise by increase effectiveness of business operations.
This ensure minimise the wastage of raw material during production process. Main
benefit of this approach of operation management is that it help enterprise increase the
quality of its products and at the same time increase efficiency of production process. Lean production: This consists a systematic process which is use by managers to
increase efficiency of production process. Further, this help enterprise in maintain the
quality of its products which help in better satisfy the needs of its customers (Kang, 2010)
. All this help company in increase its market share and number of its profits. Continuous improvement: This approach is use by organisation to increase the quality of
its products and services. Whenever an enterprise add a new feature in its basic product
then it help in attract more number of customers and at the same time help in better
satisfy their needs. Same can be done by Starbucks with help of collecting feedback
from its customers. In this way, company can increase the number of its profits. Six sigma: This is a various tools and techniques for improvements. This helps managers
in improve the quality of products by identify and remove the defects from business and
manufacturing process (Lind, 2013). This uses a methods of quality management such as
statistical and empirical methods and help in creates a unique infrastructure of individuals
who are experts in all these methods. Ever six sigma project follow a sequence of steps
and has particular target value such as reduce cost, enhance profits, increase customers
satisfaction and many more. Same can be use by the managers of Starbucks to remove
issues and obstacles from production process.
 Queuing: It is very important for every business enterprise to ensure that queuing of
products is in an effective manner. Basically this approach is use by managers to predict
the queuing time.
Main roles of leaders and managers is given below under the following points: Planning: It is one of the most essential component of every business process. It is very
important to plan future activities of business only that an enterprise can achieve its set
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goals and objectives. In case of Starbucks, top managers formulate the plan and mangers
and leaders are the one who implement these plans and encourage employees to perform
well. Managing: Manager is the one who ensure management of various business operations.
He is the one who monitor activities of enterprise and identify the areas of improvements.
Leader is the who guide employees so they can achieve set goals and objectives in an
effective way (Mendis, Muttaqi and Perera, 2014). Further, leader undertake various
activities in order to manage performance of employees at workplace.
 Coordinating: If an enterprise want to achieve its set objectives and end results then it is
very important that there must be coordination among various activities and function of
enterprise. Both managers and leaders bring coordination among various business.
P5 Importance and value of operations management in achieving business objectives
In today's business environment, concept of operation management is very essential for
growth of enterprise. One of the main feature of this concept is that in overcome with the
uncertainties that negatively affect the products and productivity of enterprise. This help
managers in complete all business operations in specific period of time (Nakayama and Bucks,
2012). It comes under the responsibility of manager to carry out every activity in an effective
way so that profits of company can be maximised. This provide number of advantages to an
enterprise which can be understood by following points: Enhance productivity of company: One of the main benefit of this concept is that it
increase productivity of enterprise as this help manager in find new ways to complete
business tasks. This help managers in remove the unnecessary barriers which rise during
production process and this help in increase outputs of company. This ensure
development of various skills of employees which help in utilise all resources of
enterprise. All this increase productivity of enterprise. Customer satisfaction: One of the main focus of this concept is to ensure production of
more outputs with high quality. This help enterprise in in attract more number of
customers and at the same time help in satisfy their needs and fulfil their specific
requirements. Further, this help managers in achieve efficiency in production process
which help organisation in offer quality products to its customers at affordable prices.
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 Reduce wastage: In order to increase number of its profits, it is very essential for
Starbucks to minimise the wastage of resources and this can be done by eliminate the
errors from production process. In this way, Starbucks can offer high quality products
and services to its customers at low prices and not only this effective quality of products
help enterprise in get competitive advantage. Increase profits: Elimination of errors and barriers from production process ensure
effective execution. This help enterprise in utilise all its resources up to an optimum level
and all this enhance revenues of organisation. Expensive but important: Implement the concept of operation management is very
expansive for enterprise as all activities are managed by expertise. Any kind of minor
mistake in calculations results in lot of losses to company (Shuxin, 2011). But
implementation of this is also very essential as this help in manage production activities
and increase outputs of company.
 Provide long term advantages to enterprise: One of the main characteristic of concept of
operation management is that it help managers in boost up the production process and
enhance quality of company's products and services. All this help enterprise in attract
more number of customers and at the same time provide various long term benefits to
company.
M3 Managers and leaders can improve efficiencies of operational management
Leaders and managers do various efforts in order to enhance effectiveness of
organisational activities. Different approaches are there which managers use such as lean
production, total quality management and six sigma, in order to enhance profits of enterprise. All
these approaches are use by managers of Starbucks.
TASK 3
P6 Factors in which Starbucks operates that impact operational management
Different number of factors are there which affect the activities and process of enterprise.
All those factors are basically divided into two main headings known as internal and external
elements. These elements can be better understood by following points: Internal factors: These are the elements which exist inside the enterprise and affect the
business operations and decisions of managers. Main elements which come under this
heading are as follows:
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Employees: Workers are one of the most essential components of every organisation.
Skills, capabilities, knowledge and attitudes of these largely affect the operation of an enterprise.
When an enterprise has skilled workforces then this ensure effective execution of business
operations and at the same time provide competitive advantage to company (White, 2016).
These are the one who play a significant role in overall success of enterprise and it comes under
the responsibility of manager to offer them safe and healthy work environment so they can
perform well.
Suppliers: Supplier is the one who provide raw material to enterprise to produce finish
products. Type of raw material offer by suppliers and quality of that also affect production
process of enterprise.
Consumers: These are the profit generators of an enterprise. Needs, preference and
requirement affect the production process of an enterprise. In case of Starbucks it is very
essential to offer coffee of good quality so firm can influence them to come again. Whenever a
variation take place in needs and requirement of customers then this affect the organisational
process and decision making of leaders.
Society: Different type of rules, norms and beliefs exist in every society. It is very
essential for every enterprise to undertake business activity and process as per those norms.
Changes in these norms and beliefs in the perform who live in society also affect the business
process and decision of managers. External factors: These are known as those elements which exist outside the enterprise
and are less controllable by enterprise but affect its operations: Main external elements
include the following:
Political factors: This consist the rules, regulation and legislation made by the government of
country in order to manage business activities. Every enterprise is liable to follow these rules,
any change in government or its policy affect the business operations of an enterprise.
Economic factors: Various factors such as inflation rate, deflation rate and interest rate exist
affect the business activities of an enterprise.
Social factors: Various norms exist in society affect the business operations and decision made
by leaders and managers of company. In order to operate in an effective way and to generate
more number of profits it is very essential for Starbucks to follow all these.
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