A Comprehensive Report on Management and Operations at Pret A Manger

This report provides an in-depth analysis of management and operations within Pret A Manger. It begins by defining the roles and characteristics of managers and leaders, highlighting their distinct responsibilities in ensuring smooth business operations. The report then examines the implementation of leadership and management roles, focusing on a new online sales service introduced by Pret A Manger and the functions managers perform, including employee training and marketing strategies. The role of the CEO in motivating employees during organizational changes is also discussed. Furthermore, the report explores the application of various leadership theories, such as situational, system, and contingency leadership, within the company context. Key approaches to operations management, including Total Quality Management (TQM) and Lean Principles, are also outlined, demonstrating how they contribute to operational efficiency. Finally, a PESTLE analysis of Pret A Manger is conducted to evaluate the external factors impacting its business. The report concludes with an overview of the key findings and implications for the company's future operations and success.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Characteristic and Roles of Managers and Leaders...............................................................3
TASK 2............................................................................................................................................4
P2 Implementation of Role and Functions of Leaders and Managers........................................4
P3 Application of leadership theories in Pret A Manger............................................................6
TASK 3............................................................................................................................................7
P4 Key Approaches of Operation Management .........................................................................7
P5 Advantages of Operation Management.................................................................................9
TASK 4..........................................................................................................................................10
P6 PESTLE analysis of Pret A Manger....................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES .............................................................................................................................12

INTRODUCTION
Management is process of managing affairs of an organisation irrespective of their size,
nature, type or structure (Operations Management Theory, 2019). It is guide for workforce of
company to coordinate their actions according to predetermined attainable goals (Heizer, Render
and Munson, 2017). Operations are ways through which inner mechanisms of business is
maintained for smooth functioning of company. Operations are present on every strategic level
or ground. Operation management is establishment created to increase and bring highest level of
efficiency in company. It concentrate on converting raw material into goods as fast as possible to
earn more and more profits.
Pret A Manger was founded in 1980's in London, now it has 130 shops around UK and
other places in world. Pret A Manger is a food company one of best of its kind, it believes in
providing fresh and best quality food to its customers without using any chemicals or
preservatives. This report cover characteristic, roles of managers and leaders, application of
different leadership\management styles, key approaches of operation management its importance
and brief evaluation on how managers and leaders increases efficiency in operations of business.
TASK 1
P1 Characteristic and Roles of Managers and Leaders
Managers and leaders plays vital role in managing and smooth running of operations of
Pret A Manger. Both are different from each other having unique roles:
Managers- Individuals who are responsible for certain tasks in organisation or who manages the
company. Every manager has some staff reporting to them as they allot work to employees
according to their skills in order to accomplish goals of organisation (Reid and Sanders, 2015).
They can be managing different department or whole business depending upon company's
structure and size.
Characteristic:
Good communication skills- Manager have good communication skill, they listen to
employees working under them and communication needed information for effective operations.
Problem Solving ability- Every manager has this ability to identify problems faced by
employees, accordingly bring out some temporary or permanent solutions to those problems.
Roles:

Resource allocator- All managers are responsible for allocating resources to staff or
employees working under them for effective functioning of business.
Negotiator- Manager also plays a role of negotiator for representing its company in
different market situation or for employees working under them in organisation (Gibson and
Parkman, 2018).
Leader:
A person who hold a dominant or superior position in business is leader. They have high
levels of controls in their hands to and influences staff in direction of goals or organisation.
Characteristic:
Honesty- Leader are honest towards work and follow some core values to be successful
and to be called a great leader.
Inspire Others- Leader has followers and that's only possible when a leader is inspiring
others by there actions and principles followed for work.
Roles:
Coach- Most important role leaders perform is coaching others so that they perform
given jobs with full potential to obtain organisational objectives.
Strategist- This is not just a role of higher level leader, all leaders on every level should
think strategically to keep bigger picture in their mind for benefiting company's operations
(Slack and Brandon-Jones, 2018).
Comparison between Manager and Leader:
Basis Managers Leaders
Definition One basic difference between
Managers and leaders is, Managers
have staff who works for them.
On the other hand, Leaders have
people who follow them.
Duties Managers create business goals to be
fulfilled.
Leaders see bigger picture and create
vision of organisation.
Risk Managers are one's who control risk
existing or approaching organisation.
In other words, they are risk avoiders.
Whereas, Leaders always try new
things and ready to take risks.
Leaders are risk seekers.
Objective Managers direct employees by Leaders know capabilities of there

assigning tasks towards company's
goals.
people, so they coach them towards
organisational objectives.
TASK 2
P2 Implementation of Role and Functions of Leaders and Managers
Introduction of new online sale service
Pret A Manger has introduced new online portal for customers to place their orders online
and get their food delivered at their desired location. This portal is brought in by Pret A Manger
due to changing working environment in food industry. Technology is taking place of in
everyday life of people influencing customers preferences. Nowadays, people are more
comfortable with getting their food where they are rather than visiting restaurants. Also, these
home delivering services are very helpful in emergency situations giving comfort of food to
consumer at their place without going anywhere removing all hustle.
Many competitors are entering in market with new innovative ideas or technology
affecting business along with presence of existing competitors. This brand-new operation will
bring more sales to Pret A Manger allowing to have competitive advantage over other
challengers sometime before them.
Manager have different function to perform in accordance with new idea introduced in
Pret A Manger which are as follows:
Train employees- Managers are responsible for training employees of Pret A Manager
about how to use the new tool introduced by company (Mahadevan, 2015). Developing
something and working on it or with it are two different things, employees at Pret A Manger are
not skilled to use new portal and manage orders. Managers conduct training program for staff to
give them knowledge on what the new portal is and how to use it in daily operations.
Marketing- Developing new technology is important for regular changing business
scenarios but marketing them well and informing customers about it is also a very important
aspect which function is performed by manager (Ravindran, 2016). Pret A Manger's manager
will make unique marketing strategies to introduce its consumers with its new portal and brief
them about idea behind it.
Role of Clive Schlee (CEO) in Pret A Manger in relation with fresh online portal:

Employees sometimes are very rigid to adopt change because of many factors like age,
skills etc. and to motivate them in favour of company is job of leaders to do (Bromiley and Rau,
2016). CEO of Pret A Manger will be first one to inform employees or staff about new portal in
company's meeting but then some employees can be rigid to change speaking against it. To deal
with these kind of problems is main role of leaders, here Clive Schlee (CEO) will talk with
employees and make them understand need of this change to happen in organisation and
motivate them to learn how to work on it. CEO can adopt various motivational strategies to deal
with workforce, Clive Schlee can plan some unique reward system attach to working with portal.
Some additional benefit can be provided to staff in order to motivate and bring workers to make
effective and efficient use of portal, increasing productivity of Pret A Manger's operations.
P3 Application of leadership theories in Pret A Manger
Many different leadership styles are introduced by researchers in market, organisation are
also using them three of them are explained below:
Situational Leadership:
This theory was developed by Kenneth Blanchard and Paul Hersey. Situational leadership
theory suggest that no theory is best enough it all depends on situation and which strategies are
best-suited in that scenario (Ferguson and et. al., 2016). According to this theory, effective
management takes place when leaders adopts their plan of action in relation to the situations,
nature, size and other factors indulged in completing tasks. It has four stages explained below:
Directing- First step for every new employee starts with some directions. In this phase
leaders tell employees what they have to do and how they have to do it. Employees understands
and get clear picture of what is expected out of them.
Coaching- In this stage employees know what they have to do but some guidance is still
required to improve their skills or knowledge.
Supporting- This stage automatically come after coaching, here leaders focus more on
their relationship with staff rather then tasks. On this step employees have already developed
skills, managers mow start getting them involved in decision making and formulating action plan
to achieve objectives.
Delegating- The job of leaders here is to monitor and supervise employees performance
to see if they are doing give job effectively in accordance with company's goals.
System Leadership:

System theory is developed by efforts of many researchers and therefore, its a product of
hard work of different people. This theory helps leaders to create a atmosphere where workforce
at levels can perform effectively with their full potential to acquire organisational predetermined
objectives.
Contingency Leadership:
Contingency theory was developed by Fred Fiedler in 1958. It states that a leader is
effective when its leadership style matches with situation. It has three different factors:
Leader-Member Relations- This factor includes how managers talks or interact with their
staff.
Task Structure- On what basis jobs are assigned to employee by leaders.
Positional Power- This factor shows how much power and authority managers hold over
employees working under them.
After looking all three leadership style managers can adopt to attain effective and
efficient results by managing employees in appropriate manner. Managers of Pret A Manger can
adopt Contingency leadership style to motivate or encourage employees in such a way to obtain
best possible results (Kopardekar and et. al., 2016). As working environment of Pret A Manger is
friendly, leaders can freely interact with employees about different tasks they need to perform.
Jobs are allotted to staff in accordance to their talent or potential so they can produce best
outcomes for business productivity.
TASK 3
P4 Key Approaches of Operation Management
Some of the key approaches followed in operation management are explained below in
relation with roles of managers and leaders play to have an effective operations management
system.
Total Quality Management (TQM)
TQM was introduced by William Deming, its an overall continuous process used by
organisation for detection and reduction of errors in producing goods, improving customers
satisfaction by serving up or beyond their expectations and ensuring proper trained or skilled
employees are appointed for task. TQM process make sure all functions involved in production
process are held accountable for quality of products and services offered. TQM ensures errors are

reduced to minimal level by providing proper guidelines and process standards to manufacturing
department. It has different basic principles as follows:
Continuous Improvement- Using right techniques creative products can be developed
with continuous changes, attracting more consumers providing satisfaction. These slightly
changed good market themselves due to their uniqueness from other present products.
Communication- Strategies for communication are formulated in such a way that it
enhance operations in line with objective along with vision and mission of organisation. Good
communication between employees of different departments will enhance the operation system
made by leaders. Rendering best effective results from with less cost (Venkat, and et al., 2015).
Focus on Customers- While using TQM first think to keep in mind is quality criteria is
fixed by consumers. Therefore, its very important to understand needs of customers and stand
up-to their expectations. More efforts should be made in training employees and improving
processes of company through this function development of new products can also take place
raising company's productivity.
Lean Principle
This principle works on phenomena of continuous improvement in customers
satisfaction and reducing waste. This principle is proven to be best and effective in most
demanding industries, role of this principle is very simple to understand and apply. It has five
steps :
Identifying Value- First step is to identify what actually customers want an what can
create value for them as well as for company. It should be very specific which directly resolves
problems of consumers (Littlefield and et. al, 2016).
Value Stream Mapping- Once value is identified then its time to look at entities workflow
to create and deliver end product to customers. It helps managers to make a base about problems
exist in processes and responsible people which reducing value company can offer.
Creating Continuous workflow- Means improving workflow of each department for
smooth functioning and removing any interruptions occurring in any cross-functional teamwork.
Dividing processes into smaller parts visualizing workflow removes disruptions and bring
efficiency in processes.
Developing pull system- This step ensure that new continuous workflow remains constant
and stabilize company's operations. Stable workflow will also ensure faster and better delivery of

given assignment to particular employees or teams. Thus, waste is also reduces in any production
process or cycle.
Facilitating Continuous Improvement- This step is last but not least, here managers with
variety of tools identify what an organisation is doing, what they need to do and how to eliminate
errors if present. Leaders also finds ways by which they can make their process work better in
more efficient manner to gain more with less waste (Kato and et. al., 2015).
P5 Advantages of Operation Management
Primary objective of operations management is effective use of present resources to bring
maximum output of any product or services company offer. Operations management can benefit
Pret A Manger through many ways:
Profitability Management- Through proper management of operations managers can rely
on current state of company and personnel can search for innovative ideas to increase sales.
Monitoring these sales and expenses makes it much easier to study and manage profitability
trends (Addo-Tenkorang and Helo, 2016). It is mandatory system for every organisation which
will lead them to make good use of its resources along with better earnings and saving huge
wastage or unnecessary cost.
Align Customer Requirement- Effective operations management will give good
understanding of consumers needs which will enhance process of organisation, contributing
towards attaining clients satisfaction (Hoyos, Morales and Akhavan-Tabatabaei, 2015). Which
further results in better revenue as customers will trust the brand, becoming loyal for company
carrying more business as mouth publicity also plays a great role in branding and building
reputation of company.
Optimum Utilization of Resources- Operations management promotes best use of given
resources, reducing cost of production and improving profits. Main role of having operations
management system handles designing, organising and maintaining a system which will enhance
company production with less cost and using raw material to its potential (Hübner, Holzapfel and
Kuhn, 2015). It also gives a competitive advantage over other competitors as with low cost
production prices for products and services will also be less as compared to others in market.
Which will definitely attract customers as they are getting same goods at lesser price with same
quality.

Regulatory Compliance- Analysing operations regularly gives a upper hand to business to
be safe from high governmental fines or penalties. Every government have some proper rules
and regulations for industries to for maintaining better control and safe environment so that no
misuse or over manipulation of resources can be stopped (Hübner, Holzapfel and Kuhn, 2015).
Set of adequate rules or policies company make for internal controls ensures cooperation with
laws made by government removing any chances of punishment in any kind.
TASK 4
P6 PESTLE analysis of Pret A Manger
Stakeholders are those parties who can affect or be affected by actions taken by
companies. Can be divided in two parts Internal Stakeholders those are present in entity and gets
affected by its actions. External stakeholders are those who are not directly affected but have
indirect impacts on them. For example Internal- Employees, Board of Directors, investors etc.
External- Consumers, Suppliers, Tax authorities etc.
PESTLE analysis of Pret A Manger:
Political factor comes first in studying external market of businesses. It depends on
governmental laws affecting Pert A Manger's operations either in positive or negative manner. If
laws are not in favour or very complicated like huge tax rates it will directly increase cost of
production moving prices upward of goods which can reduce people interest in Pret A Manger's
good.
Economical factor states about economy in which Pret A Manger is doing business. It
depends on performance of economy which will directly affect company for short or long period.
If economy is in depression state or moving towards recession, its a big threat to organisation as
it can even lead to complete vanishing of Pret A Manger.
Social element is highlighting cultural trends or preferences of population. It'll be a very
important aspect for Pret A Manger to know about peoples choices and what they prefer over
what. It is divided in two parts demographically including tastes, fashion, place etc. and
psychologically including values, beliefs, principles etc. followed by people (Heizer, Render and
Munson, 2017).
Technological part talks about innovation or inventions taking place in market. This
factor has great impact on Pret A Manger and to deal with it leaders has introduced online portal

for consumers as well as for better sales. Technological issues comes in with changing world of
technology with fast catching of those innovations by people.
Legal sections are pointing on both internal and external laws of Pret A Manger. Laws
made by managers for smooth running of operations are in compliance with external laws to be
safe from any fines or penalties.
Environmental element includes all things that are influencing surrounding atmosphere of
Pret A Manger. Business environment include many factors climate, location , weather etc. these
elements will impact Pret A Manger if not studies properly and proper actions are not taken on
time.
These PESTLE elements also have ethical issues related to it both positive and negative.
Companies study their external situations make their plans accordingly in compliance with laws
implemented by government in their area (Reid and Sanders, 2015). Keeping in mind of each
factors then start their entity will be beneficial for actual business, when other situations are in
favour of organisation. But sometimes people go against and start finding some loop holes in
laws and other external affecting factors. Which end up affecting whole society not in short run
but for a longer period.
CONCLUSION
From the above discussion it is concluded that managers and leaders plays an important
role in the development and also helps in achieving the success for company. As without the
cooperation and coordination of them it becomes quite tough for an organisation to accomplish
the goals and objectives. To describe their efficiency TQM and lean principles which renders the
efficiency and also ensure the optimum utilisation of available resources. By applying these
approaches, the productivity and production increases and also helps in increasing the reputation
and market position of the company. To analyse the chance of their production, external analysis
is conducted which evaluate the various factors as they help in expanding their business.

REFERENCES
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