TESCO Company: Service Operation Management Report and Tuckman Theory

This report delves into the realm of service operation management, using TESCO as a case study to illustrate key concepts. It explores the functional responsibilities of service operation managers in delivering quality services to customers. The report emphasizes the importance of the operation management department in businesses and highlights the significance of producing high-quality products and services. A significant portion of the report focuses on Tuckman's team development model, explaining its four stages – forming, storming, norming, and performing – within the context of teamwork at TESCO. The report also offers insights into personal development within a team setting, providing practical solutions to enhance performance, such as prioritizing tasks, avoiding multitasking, seeking mentorship, and improving time management skills. The conclusion reinforces the benefits of Tuckman's theory for team development, emphasizing its role in improving employee skills, enhancing service quality, and achieving organizational goals. The report includes references to relevant literature and online resources.

Service Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
In organisation, operation management for services is having functional responsibility for
producing better quality of services to customers. This department deals with decisions which are
required by operation manager for making consumption of an intangible product (Colombini and
McBride, 2012). This department is considered an important part in business where all manager
is responsible for producing quality of products and services. In this present report, TESCO
company has been taken which is providing better quality of services to customers. Further,
Tuckman & Belbin theory has been explained in context of me while working in a group and
how it will benefit for me.
TASK
Tuckman’s model is important because it recognises those facts that group do not start
and fully-formed and functioning. They suggest that team in organisation only grows when
employee is clearly with their defined stages and targets. It also helps me organisation to resolve
my conflicts so that I can perform my task better in group. In TESCO company as there are
many employees. This theory has focus on how leaders are handling their team from initial
formation of team building till the completion of assignment. It contains four stages forming,
storming, norming and performing. This all stages are helping me to complete my task in
appropriate manner and make some contribution in achieving business objectives.
As there are many issues in organisation which are facing by me while doing my work
properly. Team leader also providing better training to me so that I can perform my task in
appropriate manner. The above paragraph illustrates that there is a link between task force and
group relationships in organisation. The idea of Tuckman clearly indicates that how much time
will be taken by me to reach on “performing” stage and these are considered as normal for teams
to develop relations (Teamwork Theory, 2017). As I am working in TESCO company under
operation management so it is also my responsibility to provide better quality of services and
goods to customers. It will do with the help of using Tuckman theory to perform better in a
group also. These stages are discussed as below:
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Figure 1: Tuckman’s Teamwork Theory
(Source: Teamwork Theory, 2017)
Forming – This considered as initial stage in team growth during which individuals have
not yet gelled together. In this team is assembled and according to that task is also allocated to
them. When I am working in organisation my roles and responsibilities are unclear to me. So,
leaders are having responsibility to give all answer to question for their team purpose,
relationship or objectives. This advice to team leader on starting a new team while second step
will help to define individual roles and responsibilities.
Storming – This is second phase where individuals are starts to address those task with
the help of suggesting ideas. So many ideas are coming from individuals and it may compete to
others also. For this, leaders are responsible to manage them properly. However, this stage is
becoming challenge for each other even for team leaders in adopting those ideas which will help
them to complete task in appropriate manner. In this stage, there is a chance of individual
performance can be increased or decreased. For increasing skills, I have to focus on task so that
my performance can be improved.
Norming – This is phase where team members are starting to come together and
exchanging their views. In this they can also establish rules and regulations for their own team
members. This also clarifies that which employee have to perform which task and how things
will be done. This stage is also characterised by growing sense of individuals by coming
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together. This also makes strong relationship in team members which make easy for me to
perform my task in appropriate manner.
Performing – This is last stage where individuals are become more strategically aware.
They all clear with their roles and responsibilities that what they have to do. The team leaders are
sharing vision with employees so that they can stand on their feet where no interferences will
there of leaders. It has provided me opportunity to perform my task according to mine and my
achieving of organisation. But team leaders are focusing on targeting of goals and taking most
effective decision against the difficult situations. Through this performance of all employees as
well as mine are delivering best quality of services through working effectively together.
This theory helps me to think about how I can perform my task for the development of
team. There are some roles and responsibilities of mine which I have to perform properly for
resolving the issues which are facing by me while working in a team. There are many
opportunities which are available in organisation such to participate in activities which increase
my skills. The following are some solution where I can improve my performance and work
efficiently.
Organise and prioritize – I have to make schedule on daily basis and follow them
properly. I have to done those task on priority basis which are important for me as well as
organisation. Along with this I have to manage all task which add value for me as well as firm.
Stop multitasking – When I am doing work in group, then I have to avoid of doing
multitasking. I have to take care of that if I am performing two task at same point of time, then it
should be performed properly.
Get a mentor or be a mentor – I have to enhance my skills with the help of mentor. As
they are offering new insights and vision to me for doing my task appropriately. Working with
team leader or mentor will stretch my thinking.
Aim of clarity – I have to clear with my aims that what I have to achieve in my life as
well as target organisation goals and objectives. If there is a clarity in setting up goals and
objectives, then it also provides confidence to me to work properly. Along with this I am also
having responsibility if I am not sure about my task, then I have to ask again also.
Know own competitors – When I am working in a team in TESCO company to provide
quality of services, I should also know about my competitors that who are performing better.
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Moreover, identifying their strategies, then it is giving learning opportunity to implement
somewhere in company.
Time management – For increasing my skills I have to manage may time also. to
complete task on time. I have to set time period according to my capability and work on
continuously to complete my task in time period which I have set. If I am not completing my
task in time period, then it can become difficult for me to make contribution in achieving
business objectives.
Simplify something – I have to search something new which help me to work in easy
manner. The work which are allocated to me so it’s my responsibility to simplify my work.
While doing so, it will increase by efficiency and keep the things simple.
The theory of Tuckman is also helpful for me which support me to work in team. While
working in a team, I can exchange my knowledge which help me to increase my skills at work
place. It is important for me to interact with each other and make strong relationship with them
so that they can support me whenever I will face any problem. Along with this, proper training is
also provided by team leader to me as well as other employees in increasing their skills and
knowledge. After analysing all these activities, team leader is supporting us and encouraging
which are also help me to increase my skills. In modern era, it become essential for me also to
work according to organisation rules and regulations. While doing this, I can grab many
opportunities to achieve my targets also. In TESCO company working as an employee in
operation service department, I have to take care of customers also regarding their needs. So,
goods and services will provide accordingly and retain them happy for a long period of time. To
analyse my performance annual, I have to improve my performance on regular basis. It will
improve my learning skills which leads into better quality of life. Along with this my confidence
will also boost which influence my life in positive way.
CONCLUSION
It has been concluded from above report that Tuckman theory has been develop for team
development. It will be beneficial for employees when they are doing task in appropriate manner.
Every employee has to go through with all stages which are described by Tuckman so that their
skills and knowledge can be improved. It will be beneficial for them to serve quality of services
to customers and achieve their long term goals. When I am working in TESCO, it provides me
many opportunities to overcome with my weaknesses. This model which has been used in
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organisation will encourage employees as well as me to work in coordination in team and get
effectively result from team members.
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REFERENCES
Books and journals
Colombini, C. B. and McBride, M., 2012. “Storming and norming”: Exploring the value of
group development models in addressing conflict in communal writing
assessment. Assessing writing. 17(4). pp.191-207.
Couchman, M. R., 2015. Tuckman's theory of group development in small nonprofit
organizations and group efficacy (Doctoral dissertation, Capella University).
Funk, C. A. and Kulik, B. W., 2012. Happily ever after: toward a theory of late stage group
performance. Group & Organization Management. 37(1). pp.36-66.
Hurt, A. C., 2012. The Punctuated-Tuckman: A Conceptual Model for the Integration of
Tuckman, PEM, and Systems Group Development Theories. Leadership &
Organizational Management Journal. 2012(1).
LaGanga, L. R., 2011. Lean service operations: reflections and new directions for capacity
expansion in outpatient clinics. Journal of Operations Management. 29(5). pp.422-433.
Lewis, M. A. and Brown, A. D., 2012. How different is professional service operations
management. Journal of Operations Management. 30(1). pp.1-11.
Seck, M. M. and Helton, L., 2014. Faculty development of a joint MSW program utilizing
Tuckman's model of stages of group development. Social Work with Groups. 37(2).
pp.158-168.
Zurich, L. B., 2017. Service Operations and Management.
Online
Teamwork Theory. 2017. [Online]. Available through:
<http://the-happy-manager.com/articles/teamwork-theory/>. [Accessed on 29th July
2017].
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