Analysis of Operations Management and Leadership at Pret A Manger

This report analyzes the operations management of Pret A Manger, a company known for its fresh and natural food offerings. It examines the role of leaders and managers in key operational functions, including marketing strategies, service product development, and the use of mystery shoppers to enhance service quality. The report highlights Pret A Manger's business objectives, such as producing natural food, reducing environmental impact, and addressing homelessness. It also discusses the advantages of operations management in achieving these objectives, focusing on sustainability, competitiveness, and adherence to regulations. The report concludes by emphasizing the importance of operations management in meeting business goals and the role of leaders and managers in ensuring efficiency and effectiveness.

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Pret A Manger Company Operations Management
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The Role of Leaders and Managers in the Operations Function of an Organization
Operations Management is a concept that focuses on the operation and design of systems
for service, supply, transport, or manufacture. It is tasked with the responsibility of converting
labor and materials into services and goods in an efficient manner to boost a company’s profit.
Its main objectives include enhancing customer service and resource utilization in the company
(Wild 2002). Therefore, the operations management of an organization must satisfy customers by
providing them with the needed products and services at the right time and place, as well as, the
right price. Operations management also focuses on the effective utilization of resources to
satisfy the target market. A significant number of organizations emphasize on labor, machines,
and materials to realize certain levels of effectiveness and efficiency.
Three Core Functions of Operation Management
Marketing
The evolving of the digital marketing environment has compelled operations
management to launch effective marketing strategies to enhance brand awareness and boost
sales. Operations managers invest in integrated campaigns, coordinate multiple channels, and
depend on collaboration with external partners to enhance a company’s competitiveness in the
industry (Wright 2011). For instance, Pre A Manger makes use of distinct marketing strategies to
enhance its competitiveness in the restaurant industry including social media, website, and direct
mail. According to Hobbs (2015), the company’s marketing manager does not channel the
company’s resources on traditional advertising. On the contrary, the restaurant depends on the
word-of-mouth buzz to promote itself and expand its customer base. For instance, when the
restaurant decided to design an evening dining concept characterized by the serving of beer and

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wine and the inclusion of jazz music between 6 pm and 11.pm, the story caught the attention of
social media users and national newspapers(Hobbs 2015). Ideally, the word-of-mouth has been
instrumental in promoting company products among potential clients.
Service Product Development Function
Organizations in the contemporary business environment are in pursuit of developing
new goods and services to mirror the transforming tastes and preferences of their consumer, and
Pret A Manger is not an exception. Pret A Manger operations management underscores the
importance of creating new products and services due to technological advancement and intense
competition in the industry. For instance, in 2017, the company introduced a new autumn menu
for its target market including new vegan and spice flat white soups which have gained
popularity among consumers (Bright 2017). The company also added new vegan sandwich
options including toma baguette, olive & toms, Pret’s avo including chopotle & avocado
chickpeas salad wrap to its menu.
Mystery Shopper Function
Pret A Manger operations management comprehends the value of mystery shopping in
improving the quality of services they offer and the speed with which they do it. Through this
function, managers identify areas that warrant improvement while at the same time rewarding
staffs that enhance the customer experience. Moore (2015) points out that a mystery shopper
visits Pret A Manger weekly with the primary objective of engaging with a team member. If the
shopper likes the experience, then the team members are awarded an extra pound for each hour
they have offered their services in the restaurant.

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Support Function
The support functions of operations management include the human resource function
and accounting function. The human resource function increases the performance of employees
to realize the objectives of the company. Pret A Manger human resource functions include
training, motivating, and recruiting competent staff. The mystery shopper is utilized by the
human resource managers to motivate employees so that they can improve the quality of service
they provide to staffs. The accounting function is to keep the financial records of the company
including the inputs (customers, raw materials), outputs (goods and services), and the
transformation process (coffee machines) of the organization.
Conclusion
The research confirms that Pret company operations management plays an essential role
in enhancing the company’s competitiveness in the restaurant industry. The operations
management is responsible for launching new products, marketing products, and enhancing the
quality of services provided through mystery shopping. To further enhance service quality, it is
imperative for the operations management to apply the concept of total quality management.
Total quality management is the continuous effort applied by both employees and the
management to enhance long-term satisfaction and loyalty from customers.
Part 2
Pret A Manger Business Objectives
The company business objectives are to produce natural and handmade food by shunning
obscure preservatives and chemicals. The company also focuses on reducing the impact of its
activities on the environment in addition to positiveley impacting communities. The company in
2017 channeled its effort towards improving its coffee cup recycling and recovery (Pret A

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Manger 2019). It is also making significant changes to its packaging with the sole purpose of
reducing its material weigh and impact on the environment. The company’s other objective is to
address homelessness in the United Kingdom by distributing unsold food to those who lack
shelter. The company also aims to promote animal welfare by serving vegetarian food. For
products that contain meat, the company ensures that it uses meat from suppliers who strictly
adhere to higher animal welfare standards.
Advantages of Operation Management in Achieving Pret A Manger Objectives
It is undeniable that Pret A Manger is using its operation management to realize its
sustainability and business objectives. For instance, operation management has enhanced the
value of its products in addition to promoting the sustainability of its supply chain. In its
endeavor to safeguard the environment, the company is assisting its clients in recycling their
coffee cups as well as ensuring that its plastic packaging is 100% compostable, reusable, or
recyclable (Pret A Manger 2019). Additionally, the company ensures that animal products are
sourced from vendors that utilize less severe farm production systems. The operation
management also collaborates with Compassion in World Farming, an organization that
primarily focuses on improving the welfare of animals (Pret A Manger 2019). The company’s
effort resulted in it being awarded a Cage Free Award in 2017 for its commitment to enhancing
the welfare of animals.
Advantages of Operations Management
The major advantage of operations management is that it enhances the competitiveness of
a firm, profits, compliance to regulations, and manufacturing edge. Operations management has
helped Pret A Manger to improve how it produces goods. The company has introduced
vegetarian foods to reduce the rate at which people consume meat including differentiating itself

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from other competitors in the market. Operations management boosts Pet A Manger competitive
standing by comprehending its industry and adapting its operations to the transforming
conditions in the sector. The operations management also helps the company in adhering to
government regulations such as environmental standards (Belvedere & Grando 2017). For this
reason, the company is focusing on enhancing the sustainability of its supply chain by ensuring
that its coffee cups are recyclable or reusable. The company operations management makes use
of mystery shopper to enhance the quality of services provided to customers and in turn,
improves its profits by widening its clientele base.
Conclusion
It is evident from research that organization managers and leaders can utilize operations
management in meeting their business objectives. They can utilize the marketing function to
promote their products and attract a huge following. Accordingly, they can utilize the mystery
shopping experience to compel staffs into provide their clients with seamless experience and in
turn get rewarded. Operations management also focuses on enhancing the sustainability of a
company’s supply chain by making sure that the company’s activities have less impact on the
environment (Chiarini, 2015). It is also the responsibility of leaders and managers to manage the
profitability of their business by enhancing the efficiency and effectiveness of their operating
systems.
List of References

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Belvedere, V & Grando, A 2017, Sustainable operations and supply chain management,
Hoboken, Wiley.
Bright, E 2017,’Pret A Manger launches new autum menu’, The Grocer 26 September. Available
from: <https://www.thegrocer.co.uk/high-street/pret-a-manger-launches-new-autumn-menu/
558029.article> [31 March 2019]
Chiarini, A 2015, Sustainable operations management: advances in strategy and methodology,
Cham, Springer
Hobbs, T 2015, ‘Pret A Manger’s marketing boss on succeeding without advertising’, Marketing
Week 17 April. Available from: <https://www.marketingweek.com/2015/04/17/pret-a-mangers-
marketing-boss-on-succeeding-without-advertising/> [31March2019]
Moore, P 2015, ‘Pret a Manger-behind the scenes at the Happy Factory’, The Guardian 14
April. Available from: https://www.theguardian.com/small-business-network/2015/apr/14/pret-a-
manger-happy-coffee-chain [31 March 2019]
Pret A Manger, 2019, Sustainability: Our approach. Available from :<
https://www.pret.co.uk/en-gb/sustainability> [31March 2019]
Wild, R 2002, Essentials of operations management, London, Thomson Learning.
Wright, NJ 2011, The role of marketing and the role of operations management in international
organizations, Springer, Gabler Publishers