Report on Leadership, Management, and Operations at Uber

This report provides a comprehensive analysis of leadership and operations management within Uber. It begins by defining the roles and characteristics of leaders and managers, highlighting the importance of effective communication, innovation, and interpersonal skills. The report then explores how these roles are applied in different situations, such as managing complex scenarios and addressing customer dissatisfaction. It further examines various leadership styles, including situational, contingency, and systematic leadership, and their application within Uber's operational framework. Additionally, the report delves into important approaches of operations management, such as Total Quality Management (TQM) and Lean Management, and the roles of leaders and managers in implementing them. Finally, the report discusses the influence of factors within the business environment on Uber's operations and overall success.

Management and Operations

Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
Roles and characteristics of leaders and managers.................................................................3
Task 2...............................................................................................................................................5
Various roles of leaders and managers applied in different situations...................................5
Applications of approaches and theories of leadership..........................................................6
Task 3...............................................................................................................................................7
Important approaches of operations management and roles of managers and leaders...........7
Operations management and values.......................................................................................8
Task 4...............................................................................................................................................9
Factors of business environment and their influences............................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11

Introduction
Management is coordination of various activities within an organisation so that goals of the
organisation can be achieved. There are different factors in an organisation which required to be
planned, controlled, coordinated and soon. It is the duty of management in an organisation to get
things done from all the employs (Da Prat, 2019). Operation in an organisation is responsible for
planning, directing and controlling of various activities that are taking place within a business.
The following report is conducted upon Uber which an American company is offering various
services including cab facilities, courier services and food delivery services in different
countries. There is a mobile application developed by Uber through which they are providing
Services. The report consists of various roles of leaders and managers within different functions
in organisation. Along with this operation management and the roles of leaders and managers in
it are also discuss successfully.
Task 1
Roles and characteristics of leaders and managers
Leaders
Leader is a person in organisation whose responsibility is to assist, guide and motivate
employees within the business. It is necessary that leaders are influencing the employs to
conduct various activities which will help in fulfilling the requirements of the business. They are
to direct and guide employees so that maximum output can be generated by them. There are a
number of roles and characteristics which are required by leaders in Uber as mentioned below.
Role of leader
A leader in Uber is required to play a number of different effective role. Below
mentioned are some of such roles they need to play:
Providing effective guidelines: It is the duty of leader in Uber to make sure that they are
successfully providing guidance to the employees. It is often seen that employees may make
some mistake while working and it is the duty of leader to make sure that they are guiding and
supporting the employees so that the activities which is to be performed by them can be fulfilled
successfully.
Innovative vision: The leaders in organisation are required to motivate and encourage
employees. Uber make sure that the leaders are successfully bringing in a number of innovation.

This innovation can also be generated by employers and the employees are required to be
motivated so that they can bring creative ideas for organisation (McCrae, 2020). This will also
help Uber with providing a competitive edge in the market and staying in the market for a longer
period of time. Some of the discounts, coupons, vouchers as such innovations which are brought
by leaders and employees in the organisation.
Characteristics of leaders
There a number of characteristics required by a leader as mentioned below:
Effective communicator: It is necessary that the leader in Uber is a effective communicator. A
leader is required to communicate vision and mission of the organisation to employees. Effective
communication will help them to clearly communicate information within organisation and fulfil
the objectives of organisation.
Charismatic: A leader in Uber is supposed to have charismatic personality which will help them
in influencing others. This personality can successfully help them to make sure that employees
are following them and they can instruct and control employees in a better manner.
Manager
Managers in an organisation a person who are administering and controlling employees.
The strategies and objectives of organisation are formulated by managers. Managers are also
required to develop discipline within the business.
Role of manager
There are a number of rules which are to be followed by managers in Uber some of which are
mentioned below:
Authorisation of duties: One of the major role of managers in Uber is to authorize various duties
to different employees in the organisation. This distribution and authorization of duty will
successfully help them to make sure that all the employees are fulfilling their roles within the
organisation.
Development of policies: There are a number of policies which are required in an organisation so
that all the objectives can be fulfilled. It is the duty of managers in the organisation to formulate
these policies (Stamps, Beales and Toor, 2019). These policies in Uber are making sure that
employees are fulfilling their required duties and also maintaining a positive and better working
environment within the organisation.
Characteristics of managers

Characteristics are required by the managers of over some of which are mentioned below:
Effective interpersonal skills: Interpersonal skill is a necessary characteristic in managers. The
managers in Uber are having a number of different interpersonal skills such as decision-making
skills, negotiation skills, communication skills, problem-solving skills, which are helping them
successfully to work within organisation. All these skills are enabling a manager to deal with
different situations which are arising in the organisation and also prepare employees for such
situation.
Time management skills: Time management is an important skill which is required by every
individual. When taking managers in Uber into context it is necessary that the managers are
having time management skills so that all the objectives of the organisation can be fulfilled in
stipulated time period. Time management will allow managers in organisation to direct and guide
the employs according to the time which is present with them. This will successfully help in
achievement of a number of goals and objectives of the organisation successfully.
Task 2
Various roles of leaders and managers applied in different situations
There are a number of instances in transportation industry which can reflect upon the
operations of business. It is often seen that Uber is providing great services but due to some
technical errors the consumers remain unsatisfied. Such situation lead to degrading of the
organisation and the brand may lose its value. It is required by the managers and leaders to make
sure that they are successfully providing better facilities to the consumers. This will help them in
dealing with situation from time to time and make sure that the employees in the organisation are
trained well to take decisions themselves and provide the consumers with better services
satisfying them. One of such situation and role of manager and leader in the situation as
discussed below:
Situation: Management of various complex situations
It is often seen that due to some barriers in communication it becomes difficult for the
driver to reach the consumers. This will reflect on low productivity of the organisation and will
also lose some consumers for the business. It is required to make sure that managers and leaders
are taking effective steps in such situation so that they do not lose the consumers. Various role of
leaders and managers when such situation in the organisation arises are mentioned below.

Role of leader
Leaders in the organisation are required to keep in touch with the employees from time to time.
This will help them to get the news of the situation arising timely (Valenti and et. al., 2017).
With the help of this they can track the details of all the consumers and communicate it to
the driver so that any negative impact on the value of organisation is not blocked due to the
situation.
It is also required by leaders to take decision effectively. Decision making will help them to
provide better services to the consumers and also direct the driver in order to make sure that
they are successfully reaching to the consumers providing them with proper facilities.
Functions of manager
Managers in Uber are required to make sure that they are collecting information from all the
employees, consumers as well as leaders. This will allow them to study various situation
which are arising in the business and what is the reason of customer dissatisfaction that has
to be worked upon.
The managers are required to analyse the situation overall. They take into consideration all the
external as well as internal factors in the industry. This will help them to provide schemes to
the consumers in order to make sure that consumers are loyal and they do not lose any
business due to different situations.
Applications of approaches and theories of leadership
A number of leadership styles are available for leadership through which they are leading
the employees in organisation every day. Below mentioned are various style of leadership which
are followed by leaders in Uber to meet the requirements and needs of organisation:
Situational leadership: Situational leadership style is used by leaders and managers in an
organisation to deal with different changing situations. These changes are brought due to the
changing market environment. It helps the leaders and managers in Uber to deal with different
problems that are arising in the business due to changing trends (Scott and Thomas, 2017). Some
of the characteristics of this leadership style:
 Flexibility: Flexibility is provided to leaders and managers when they are using situation
leadership style. It is required flexible nature in Uber in order to make sure that they can
serve their customers 24 hour of services.

 Directive: Direction is necessary which is provided by leaders in Uber. It is required to
make sure that all the employs are directed towards the goals and objectives of the
organisation along with bringing their interest in the work.
 Controlling: The leaders and managers in Uber are required to control various activities
which are going on in the organisation. In order to do so they are successfully training the
employees fulfilling the requirement of situational leadership style.
Contingency leadership: The leaders in organisation have to deal with a number of changes in
the organisation that is taking place due to changing trends. According to this style of leadership
the leaders in Uber are changing their leading style from time to time to deal with different
situations in the organisation. In the current time one of the major situations that leaders are
required to deal with is changes brought due to the pandemic of Covid-19 (Grady and Hinings,
2019). They need to take proper preventive measure for safety of employees as well as
consumers.
Systematic leadership: The leaders in an organisation are required to make a system so that
every activity in the organisation can be carried out successfully. It will help them to guide and
train the employees successfully according to the required needs and objectives of the
organisation. They are required to develop various skills and capabilities within employees
according to their experiences. The leaders in Uber are required to fulfil this need in organisation
following systematic way of leadership in the business.
Task 3
Important approaches of operations management and roles of managers and leaders
There are a number of different approaches present in operation management which will
help organisation to smoothly continue all the operations. Below mentioned are some of such
approaches of operation management and the role of leaders and managers in those approaches:
Total quality management: Total quality management is an approach in which the leaders and
managers are focusing on developing products and services in an organisation of better quality.
They need to focus upon the overall process through which products and services are delivered
and enhancing quality in each step will help them to manage the quality overall. The leaders and
managers in the Uber are required to make sure that they are successfully communicating their
decisions within the organisation. It is also required by them to train and develop employees so

that the quality of services provided by them can be maintained successfully. In this way
managers and leaders are playing their role in developing total quality management within the
organisation successfully (Williams and et. al., 2016).
Lean management: Lean management is a system in which effective quality of services and
hands within the organisation along with which the wastage of different resources are also
reduced. This is a technique which will help organisation to make sure that all the resources are
successfully used. The managers and leaders in Uber are making sure that feedbacks of the
consumers are given priority. Along with them they are effectively managing all the resources
including human resource and financial resources so that wastage of resources is reduced and
optimum utilisation of resources is carried on within the organisation.
There are various functions which are performed by leaders and managers in order to make sure
that approaches of operation management can be used in the organisation. Some of such rules are
mentioned below:
Bring Excellence: Operation management also helps the organisation to bring in excellence
while they are training and developing employees. The major aim and objective of leaders and
managers is to understand various skills which are required by employees in the organisation.
Uber make sure that the employees are trained from time to time which will help in enhancing
productivity and profitability of the organisation.
Provide directions: The leaders and managers in the organisation or also playing important role
in order to provide directions to employees. It is duty of leaders and managers to make sure that
they are continuously coaching and guiding employees along with providing them support. It is
also one of their major duty to increase employs engagement. This will help in development of
better relationship between employees and any conflicts or grievances between the employs can
be reduced with the help of it.
Operations management and values
Operation management is a process to control and supervise service delivery of
organisation. Uber is using operation management to control, manage and supervise employees
within the organisation. Below mentioned are some of the values and ways in which Uber is
using effective operation management:
Cost reduction: Cost reduction is one of the major benefits that is brought in the organisation
through operations management. Reducing the wastage in resources will successfully help

organisation to reduce their operation cost. Uber is using cost-effectiveness so that benefits
which is gathered by the organisation can be distributed among customers and employees. They
are providing different coupons, discounts and vouchers to customers in order to bring benefits.
Along with this there also providing appraisals and monitory benefits to their employees while
reducing cost.
Global competition: It is necessary that global competition is kept in mind while managing
operations in business (Petriglieri, 2020). Uber is an organisation which is successfully operating
its business in a number of different countries. The operation manager of organisation is required
to take various steps so that they can deal with different economies and different culture in those
economies. Decision making will help them to fulfil the requirement of business globally and
meet different demands of customers in different nations.
Control and system design: Control and system design is one of the primary function in
operation management. It is the duty of every organisation to design the processes in
organisation in such a way so that all their goals and objectives can be met. The managers in
Uber are required to enhance capacity and capability of employees through providing them
various training and development sessions. This will help them to control and design the process
of customer satisfaction within the organisation successfully.
Process design: Process design is providing effective guide to the organisation in order to make
sure that they are using all their resources successfully. It is required by Uber to make sure that
they are designing all their processes in such a way that maximum utilisation of resources are
made. Managers and leaders are working in training and developing employees so that effective
use of employs can be made along with aligning personal and organisational goals.
Task 4
Factors of business environment and their influences
There are a number of different factors in business environment which are negatively or
positively affecting business in a number of ways. When taking Uber there are various factors
included an external business environment that are affecting operations in business. This can be
shareholders, ethics, political, social, technological or other factors. Below mentioned are some
of such factors:

Shareholders: Shareholders are those people who have invested in the business. Uber is taking
varies steps to make sure that all the shareholders in organisation are well aware of activities of
the business. This will help them to retain shareholders and gain their trust. Vision fund, Soft
Bank is major shareholders of organisation who are helping the organisation with capital
required.
Ethics: Ethics can be considered the code of conduct and moral principles which are to be
followed by organisation in order to carry out all their operation successfully. There are a
number of instances where Uber has to face legal proceedings against them due to bad treatment
of the customers who are using their cab services (Webb, 2020). It is required by Uber to fulfil
these goals and make sure that the drivers are trained well in order to fulfil all the requirements
of the ethic and code of conduct for organisation. This will help in growth of the organisation
and also provide competitive edge to the business in the market.
Corporate social responsibilities: Corporate social responsibilities are those responsibilities of
an organisation which are to be fulfilled by them towards the environment as well as society. It is
necessary for a business if they want to stay in the market for a longer period of time and grow
sustainably. Uber is providing a number of different social facilities to the society which include
using the vehicles which are not polluting environment. Along with this the drivers of the cab
services provided by Uber are trained well in order to treat the individuals in the society
respectfully. It is necessary that organisation is fulfilling all its requirements for corporate social
responsibility so that the brand image of the organisation can be enhanced along with sustainable
growth.
Conclusion
From the above report it can be concluded that there are a number of different functions
which are to be played by leaders and managers in Uber. It is required by managers to provide
flexible functioning to all the employs in organisation so that various operations can be carried
out successfully. Development of different operations in organisation by leaders and managers is
helping the organisation to achieve all its goals and objectives successfully. Uber is also required
to bring in various innovative ideas and attract consumers which will help it in providing a
competitive edge in the market and sustaining in the market for a longer period of time achieving
all its goals and objectives.

References
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