Leadership and Management in Operations: Uber Case Study

This report provides an in-depth analysis of leadership and management principles as applied within the transportation network company, Uber. The report begins by defining and differentiating the roles and characteristics of leaders and managers, highlighting their respective responsibilities within the organization. It then explores practical examples of how these roles function in various situations, such as steady, conservative, and accelerating market conditions. Furthermore, the report delves into different leadership theories, including situational, system, and contingency theories, evaluating their advantages and disadvantages in the context of Uber's operational environment. The study also examines factors within the business environment that impact operational management and decision-making, offering a comprehensive understanding of the interplay between leadership, management, and external influences. The report concludes by synthesizing the key findings and implications for effective management practices within a contemporary business setting.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Definition, roles and characteristics of leader and manager.............................................3
TASK 2............................................................................................................................................5
P2 Examples of how role of a leader and function of a manager applies in different situations
................................................................................................................................................5
P3 Theories of Leadership and models of approaches...........................................................6
TASK 3............................................................................................................................................8
Covered in ppt........................................................................................................................8
TASK 4............................................................................................................................................8
P6 Factors within the business environment that impact upon operational management and
decision making by leaders and managers.............................................................................8
CONCLUSION ...............................................................................................................................9
References......................................................................................................................................10

INTRODUCTION
Management is defined as a coordination of art as well as science and managing
individuals for successful achievement of goals and objectives. Operations management means
organising, supervising, designing, controlling and planning for firm’s activities for increasing
profitability. Uber is transportation network company which provides their services via mobile
apps and various websites. It provides cab facilities to its customers which helps them in moving
from one place to another. This report consists of roles and characteristics of a leader and a
manger and also application of role of a leader and the function of a manager (Balasubramaniam
and et. al., 2016). Moreover it shows appreciation of the role leaders and managers play in
operations function of an organisation. At last it shows understanding of relationship between
leadership and management in a contemporary business environment.
TASK 1
P1 Definition, roles and characteristics of leader and manager.
Operation Management: Process of controlling and designing business operations for
producing services and goods is referred to operation management. Uber uses operation
management to enhance profitability and productivity of business. It is core of Uber as it controls
overall operations performed.
Leader: For achieving goals of organisation a person who is responsible for impacting mind of
other people, is referred to as leader. Leader is having leadership qualities within Uber to
influence people and creates vision for working.
Role of Leader:
 To build relationship with employees, leader possess inter-personal, soft skills and
negotiation skills.
 Leader within Uber understands and explicate working environment of organisation to
employees and train them as per requirements of organisation.
 They are responsible for developing and building a team which can work effectively to
reach Uber's goal (Binz and et. al., 2013).
Characteristics of Leader:
 Leader has positive approach to handle all situations and motivate employees so that they
can work effectively.

 Communications skills of leader within Uber are excellent which helps in delivering
information or vision of company to its employees.
 Leader visualise working environment and requirements of Uber and takes decision
which have strong and great impact on employees.
Manager: A person who handles functioning of organisation is known as manager. Within Uber
manager is responsible for organizing, controlling and planning of all functions carried out
within organisation so that productivity can be enhanced (De Roover, 2017).
Role of Manager:
 Inter-personal skills are present in manager which will provide better way for interacting
with employees. Manager execute symbolic and ceremonial activities referred to as
figurehead.
 Manager collects information and distribute it to employees when it is required. Within
Uber manager also acts as a spokesperson where he interacts with outsiders, they can be
financier, customers, agencies or government suppliers.
 Manager has the responsibility to make decisions on regular basis and handles conflict so
that any disturbance do not arise within Uber. Manager is responsible for meeting all
demands related with raw materials and human capital and utilisation of these resources
in effective way.
Characteristics of Manger:
 Managers are good communicators as they leads employees and manage them efficiently
for which they have enthusiasm and emotional stability.
 Managers within Uber are well organised. They have ability to understand what is
required to be done and when it is to be done.
 They have ability to think creatively due to which they can find solution to every problem
in creative manner and they use ethical approach to solve problems (Fayol, 2016).
Comparison between Leader and Manager
Basis Leader Manager
Attributes Creates vision, maintains
integrity, strategies, focus on
goal, co-operative with
employees and others
Leadership qualities,
experience, communication,
knowledge, organisation of
work and employees, time

surrounding them and are
courageous.
management ability, reliable
and delegation are some
qualities of manager.
Responsibilities Creates vision for employees,
business humanization, builds
bridge between employees and
clients, development of team
are major duties of leader
(Giuliani and et. al., 2015).
Planning of strategies for
management operations,
assignment of role to
employees, ensure that raw
materials are used effectively
and efficiently are
responsibilities of manager of
uber.
Authorities Motivates employee to
increase productivity, makes
policies, makes vision.
Punishments and rewards are
given to employees depending
on performance.
TASK 2
P2 Examples of how role of a leader and function of a manager applies in different situations
Leaders and managers both plays an essential within an organisation. With context to
Uber they are key people who manages all issues that are arising within a company. Moreover,
they are also responsible to monitor effective and efficient performance of employees. Managers
develop plans which do not affect performance and leaders implement those plans and produce
results from members of team by encouraging them. Situational conditions refers to working
environment and flexibility to changes made whenever there is a requirement. It also means the
way managers and leaders adjust to implement changes and attain objectives. Various situations
and role of a leader along with function of a manager applied to it is being discussed below
(Handschin and Petroianu, 2012).
 Steady situation: This refers to conditions under which change is not required in
procedures and norms which are being used by Uber company. Current technologies are
delivering adequate results whereas can provide an increased result in future forecasts.
Under this role of a leader is to encourage workforce of Uber company to concentrate and
attain organisational objectives by guiding them properly. Also they supervise them

during the process of completing a project in order to generate revenue and increase
profits. Whereas manager has responsibility of developing plans and in case situations are
stable then it ensures that plan made are working in a proper manner. Another function of
a manger of Uber which is applied to this situation is to monitor performance of every
member of a team and analyse areas where improvement is needed to be done so that
productivity can be increased (Jacobs, Chase and Lummus, 2014).
 Conservative situations: These situations are those under which some changes are needed
in Uber company related to different factors such as performance, growth and many
more. Under this situation leaders in Uber asks for feedbacks from workforce in regard to
issues faced in a task. An individual who directs members of team to put their efforts and
take initiatives in successful attainment of goals. Whereas , function of a manager is to
analyse existing condition of a market place along with base of customers and make new
strategies accordingly. They also try to find ways in which those procedures is beneficial
in producing stability within Uber company.
 Accelerating situation: Under this situation there is a rapid change in a market place
related to earned profit and market both. With context to Uber company managers are
required to adapt more changes within their plans in order to meet current conditions and
decline in revenue generation can be increased. Role of leader In Uber company is to
increase performance and results from their team members by encouraging them or by
rewarding them so that changes in plans can lead to increase in productivity of Uber.
Whereas a manger should recruit and select employees with skills which are required for
a post. They develop plans in Uber and shows performance of employees as well. Here
planning is done to generate overall profit (Jørgensen and Zaccour, 2012).
P3 Theories of Leadership and models of approaches
Leadership: Capability of a person to guide and influence a team or individual or
organisation is referred to as leadership. It is a quality possessed by leader which helps them to
create impactful vision and share it with others so that effective working can be continued.
Various leadership theories are discussed below:
Situational theory of leadership: An approach which implies that different approaches
or methodologies are required at different instances is referred to situational leadership. Leaders

of Uber uses this approach of leadership as they know that single theory can not fulfil all
requirements and due to flexibility of this approach they use it as it becomes easy to use different
approach to meet all needs of employees in respect to their development. Leaders examine
different situations which occur within Uber and to find best solution they use different
approaches. Employees follow leaders and takes guidelines from them related to task. Directions
are given to team members which allows communication between leader and employees to
achieve organisations goals.
Advantages: This theory of leadership is easy to realize and can be easily applied in various
context like family or work. It helps to analyse what is right and wrong at different situations.
Disadvantages: Major drawback of this leadership is that leader requires to alter personality on
basis of situation so that right task can be given to staff members as per their capabilities.
System theory of Leadership: A situation is created by leaders within organisation to
increase productivity of work as per potential of employees it is referred as system theory.
Principles are designed by analysing human behaviour using various tools in different situations
which will help to develop models for designing system, leadership models, developing
strategies and social processes. Leaders of Uber helps to build effective system which will
enhance productivity of organisation. They use this theory of leadership to assist difference in
traits and qualities of leaders. It is an analysis of temporary scale of existence and phenomenon
of organisation. They use this theory to increase productivity and performance when conditions
are complex and uncertain (Kerzner and Kerzner, 2017).
Advantages: Behaviour of employees can be analysed when particular situation occurs.
Employees can be trained with respect to situations i.e. hoe to react or behave at particular
situation.
Disadvantages: It is always not practical to to design situations and can lead to delay in decision
making. This theory assumes that big organisations are complex and theory can be applied to
them rather than smaller organisation.
Contingency theory of Leadership: In this theory assumptions are made about
behaviour and style of leaders or employees and this is a factor which cannot be influenced and
modified. To increase performance focus is laid on co-operative style of working and effective
leadership traits as per qualities possessed by individual employee. Uber used this theory to

anticipate and analyse different situations in organisation. Leaders are given power to analyse
performance of each employee and reward them or punish them depending upon their work.
Advantages: Theory provides flexible style of management and opinions of employees are taken
into consideration while making decisions.
Disadvantages: Deficient piece of writing as duties performed by manager can not be
completely analysed by situations. It is complex and various problems are present while testing.
TASK 3
Covered in ppt
TASK 4
P6 Factors within the business environment that impact upon operational management and
decision making by leaders and managers
External and internal factors have strong impact on working of organisation as strategies are
developed by keeping on mind these factors. Uber is also affected by these factors and makes
sure that these factors have minimum or null impact on profitability.
External Factors: Factors that are present outside environment are referred to as
external factors. Uber uses PEST analysis to determine the impact of external factors on
business operations. It is present below:
 P: Political factors – Uber has faced issues related to licensing. To avoid such cases in
future managers of uber has designed new strategies so that impact of old strategies can
be removed so that they do not have any kind issues affecting their organisation.
 E: Economic Factors – Uber provides cheaper services and can be booked easily as
compared to other taxis. They are expanding their business for which decision making
by manager is required in a way that operating in which sector can earn more profit.
 S: Social factors – Uber makes policies in such a way that during time of crisis services
are being provided and work ethics are maintained. Fare decided by them between
particular location is reasonable and services which are offered are trustworthy.
 T: Technological factors – Uber is effectively using technology as services are provided
at doorstep by just clicking on smartphone. Managers ensure that all information is
provided within single application i.e. push notifications, payment, and many more

which helps in improving operations of company.
Internal Factors: Factors that are present within organisation are known as internal
factors. These factors have impact on objectives, strategies, pros and cons of organisation. They
are depicted below:
 Corporate social responsibility (CSR): It refers creation of business to provide
environmental, economical and ethnic execution of stake holders. Sustainability level
and interest of customers is upraised in respect to market. Managers of Uber takes
decision in context of developing business strategies by focussing on these factors.
 Business Ethics: Norms and laws of company are transferred to employees by
management. They help to take decisions based on perspective to upraise business of
organisation. They behaves as set rules and regulations for employees and higher
authorities to work within Uber (Pest analysis. 2018.).
All these factors affect adversely on organisation working. Both of these internal and
external factors like, political, environmental, social and technological factors can harm the
growth of company.
CONCLUSION
As it is clear from above discussion that operation management acts as a strong building
factor for any organisation. Organisation grows when all resources are present at right place and
right time for this operation management is mandatory. Uber ensures that person having
particular skills is placed in particular place so that their potential can be utilized up-to max. To
meet objectives of organisation different responsibilities and roles are assigned to each individual
whether its leader, manager or employee and as per their capabilities role is offered to them.
Leader is responsible for motivating employees and manager is responsible for controlling
functioning of organisation so that required goal can be achieved within time.

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