Leadership, Management, and Operations: A Tesco Case Study

This report provides a comprehensive analysis of leadership and management practices within Tesco Plc, a multinational retailer. It begins by differentiating between the roles and characteristics of leaders and managers, emphasizing their importance in operational efficiency. The report then evaluates the roles of leaders and managers in diverse situational contexts, such as change implementation and conflict resolution, highlighting the application of management functions like planning, organizing, and controlling. Furthermore, it explores various leadership theories and models, including contingency leadership, as applied within Tesco. The report also examines key approaches to operations management and their value in achieving organizational objectives. Finally, it assesses the factors influencing operational management and decision-making by leaders and managers, offering a holistic view of Tesco's management strategies. The report underscores the significance of effective leadership and management in driving organizational success and maintaining a competitive edge in the retail sector.

Management and
Operations

Table of Contents
INTRODUCTION ..........................................................................................................................3
LO 1 ................................................................................................................................................3
P1) Different role and characteristics of a leader and a manger.................................................3
LO 2 ................................................................................................................................................6
P2) Role of leader and manager in different situational context.................................................6
P3) Different theories and models of leadership.........................................................................8
LO 3...............................................................................................................................................10
P4 Key approaches of operations management........................................................................10
P5 Evaluating the Importance and value of operations management.......................................12
LO 4...............................................................................................................................................13
P6 Assessing the factors impacting operations management and decision-making of leaders
and managers.............................................................................................................................13
CONCLUSION .............................................................................................................................15
REFERENCES .............................................................................................................................16

INTRODUCTION
Management of operations are basically represent the administration of business practises
with the aim of creating highest level of efficiency that can be achieved by an organisation.
Operation management is basically concerned with coordinating and effectively managing all the
activities performed to convert raw material into a good quality product and services in most
efficient way to achieve the objective of enhancement in productivity and profitability of the
organisation (Copacino, 2019). Both mangers and leaders plays a crucial role in achievement of
these objective through facilitating effective management of operations. The organisation
selected for this assignment is Tesco Plc which is a trending British multinational groceries and
other general merchandise retailer having its headquarter in England, UK. A wide range of
products is provided by Tesco that includes food, clothing, financial services, electronics and
other home appliance and items together with production of some of theses products to cater and
meet the demands of its customers (Tesco Production and Quality Systems, 2020).
This assignment includes a discussion and comparison between roles and characteristics
of a manger and leader. Beside this an evaluation of role of leader and function of manger in

different situational context is also made together with application of different theories and
models. Further, key approaches of operation management and their importance in achieving
organisational objectives also form a part of this assignment. At last, this report consists of an
assessment about various factors of business environment that create impact on operational
management and decision making.
LO 1
P1) Different role and characteristics of a leader and a manger
Definition of manager and leader
As per the view point of Sean Kennedy, a manger is an individual who is having
expertise in specific filed and act as a support system for its employees to motivate and guide
them for the achievement of organisational goal. According to Chapman, K. and Ellinger, A. E.,
2019, A manager is basically a person or individual who is responsible for proper management
and monitoring of a part of organisation and have the power and authority to hire and fire
employees together with their performance appraisal to maintain discipline and efficiency in the
organisation. On the other hand, with the view point of Mehra, S., 2018, A leader is basically a
person who is having the capability to influence and direct a group of people toward
achievement and accomplishment of a goal and objective on time. According to the view point of
Mateo, J. R. S. C., 2016,A leader is a individual who leads, commands, motivates and guides a
group of people or employees for achievement of some common goal with efficiency.
Introduction to task and background the company
Management of operation is necessary for every organisation to maintain its viability and
customer loyalty through providing and producing a better quality product and service. Tesco Plc
is a well known multinational British retailer having its stores in several countries Across Asia,
Europe, UK, Ireland, Thailand, Hungary and many more. Being an international organisational it
become necessary for Tesco to have proper coordination among its various operation and logistic
department to ensure timely supply of products in its store (Gore, 2018). To provide better
quality product at affordable process and to meet the rising the demand of its customers Tesco
also started production of some of its best food products and other groceries items (Tesco
Production and Quality Systems, 2020). A crucial role is played by manger and leaders of Tesco
in managing and coordinating all activities together with directing and motivating employees for

better performance and enhancement in efficiency to improve the overall productivity of the
organisation.
Comparison between managers and leaders of Tesco
the following table is providing a comparison between the role and responsibility played
by managers and leaders in Tesco in order to achieve the targets of better quality and
productivity of organisation to maximize its profit.
Basis Manger Leader
Definition A manger is an individual who is
having the primary responsibility of
performing all managerial functions of
an organisation in order to facilitates
effective coordination in various
activities and operations (Kumar,
Mookerjee and Shubham, 2018).
A leader is the person who is having
its main focus and emphasis on
motivating and guiding employees
to improve their performance and
to direct their efforts in towards
achievement of common goal and
objectives.
Traits The main traits of mangers of Tesco
includes self motivated, people
oriented, results oriented, emotional
resilience together with fostering
innovation in organisation to have
better level of creativity and
competency in organisation to strength
its position in bulkiness environment
(Perakis, 2019).
The main traits of Leaders of Tesco
includes effective communication
skills along with ability of fair
treatment for employees to have a
positive and healthy workplace
environment to fester the motivation
and performance level of
employees.
Roles and
responsibility
The mangers of Tesco are having
significant role in coordinating and
managing all activities and task
through acting a resource allocation
that is having the responsibility of
properly distributing and allocating all
the resources to ensure optimum
The leaders of Tesco are responsible
for facilitating a proper channel of
communication in the organisation
to ensure timely transfer and
communication of all information
with employees thus, leaders plays a
crucial role of communicator in

utilisation of resources to meet the
objective of cost efficiency.
order to motivate and guide
employees for achievement of
desired goals (Mehra, 2018).
Authority and
power
Mangers of Tesco are having the power
of hiring and firing employees on the
basis of their performance and also
have the authority of setting long term
mission and vision of organisation.
Leaders of Tesco are not having the
power of firing any employees but
they are having the authority to set
short term goals and objectives for
employees to motivate them for
better performance.
Summary
On the basis of above discussion it can be summarised that both mangers and leaders
have a crucial and important role in success of Tesco as mangers facilitates effective
coordination and balance among all the activities and set longer term gaols and objectives for the
organisation. On the other hand, leaders of Tesco plays a signifiant role in motivating employees
for better performance through providing timely guidance and direction for achievement of set
gaols.
LO 2
P2) Role of leader and manager in different situational context
Their are various role and function of a manger that facilitates success and timely
achievements of gaols and objectives. Some of these crucial functions of management provided
by Henri Fayol are described in below in context of mangers of Tesco:
Planning: It is responsibility of mangers of Tesco to have effective planning for future
through timely evaluation of contingencies that are affecting organisation. It is an important
function of mangers of Tesco to develop and adopt some strategic planning and objectives to
shape and direct operations of organisation towards achievement of goals (Regnier and
MacKenzie, 2018).
Organizing: It is an important function of mangers of Tesco to properly organise and
coordinate the workforce and other activities in an efficient manner in order to align and set a

balance among all operations. Beside this, mangers are also responsible to recruit right person for
a job and must also provide timely training to staff to keep them skilled and educated.
Commanding: Managers of Tesco are also responsible to supervise and monitor its
employees together with ordering and commanding them to make them consistent with
companies policies to keep them in line and coordinated.
Coordinating: It is a crucial function of mangers of Tesco to harmonize and keep a
proper balance within all the activities and operations of the organisation to ensures that efforts
of each unit enrich and compliment the work of other.
Controlling: Managers of Tesco are responsible for controlling and monitoring
performance and efficiency of all employees and activities to keep them in line with companies
objectives and polices (Utne, Schjølberg and Roe, 2019). The mangers of Tesco keep a close
check on performance of various task and if any deviations or flaw is seen then timely initiatives
are made to correct them.
Mangers and leaders plays an important role in handling and managing day to day
operations and ensure free flow of activities within a company under various situational context
that is explained below in context of Tesco;
Implementation of change: To remain competent and secure better position in business
environment timely changes and modifications are made by Tesco. Implementation of change is
a crucial process that includes many activities like evaluation of positive and negative impacts of
change, proper communication about change with employees, analysing influence and impact of
change on performance of employees, etc. Thus, role of managers and leaders become important
and crucial in proper execution of a change (Wang, Yang and Hou, 2019). The managers of
Tesco are responsible for effective planning regarding the change and evaluating the need and
positive impacts of change. Leaders plays a significant role in communicating the relevant
information about the change to employees with the aim of making them aware and motivating
them to properly execute and implement the change. Beside this, mangers of Tesco are also
responsible to provide relevant training and development programmes to employees to ensure
proper execution of change together with organising and controlling all the activates within the
organisation.
Conflicts resolution: In Tesco plc thousands of employees are working who belongs to a
diverse culture and background thus, it become obvious to have conflicts and chaos among them.

The main reason behind this conflicts is the fact that each individuals and employees is having
their own interest and targets and some time it become difficult to coordinate the interest with the
overall goal and targets of organisation. Thus, diversification in interest and objectives is the
main reason behind conflicts that can be only solved by an efficient mangers and leaders. The
mangers of Tesco are responsible for setting vision and mission of organisation and they always
set a mutual goal and objective with proper discussion and participation with employees
(Whelan, Sarmiento and Sprenger, 2018). Use of behavioural theory of management is made by
Tesco to properly evaluate and understand the thinking and behaviour of each employees so that
an effective strategy and goal can be set for all. Beside this, leaders of Tesco conduct timely
team bonding activity and other programmes to ensure better interaction and communication
among employees to solve the conflicts and issues. Use of situational leadership theory is made
by leaders of Tesco to have a better and clear view of reason behind conflicts so that an unbiased
and effective solution and decision can be made to resolve and handle those conflicts.
Summary
With respect to above explanation it can be summarised that managers of Tesco are
playing various crucial functions that includes planning, organising, commanding, coordinating
and controlling to ensure proper balance among various activities and also facilitates a check and
control on overall performance and efficiency of organisation. Beside this, it can be evaluated
that both mangers and leaders of Tesco are responsible for proper implementation of change and
for resolving conflicts among employees through facilitating better communication and
coordination among all.
P3) Different theories and models of leadership
Use of various leadership theories and styles are made by leaders of Tesco to ensure free
flow operations and support sustainable growth and performance of Tesco. An explanation of
these theories and models of leadership in context of Tesco is provided below:
Contingency Leadership- This style of leadership is a two fold leadership style that not
only emphasis on the skills and leadership styles but also includes evaluation of prevailing
situation (Wijesekara and Ranasinghe, 2019). Use of Contingency leadership style is made
leader of Tesco for better adoption and implementation of change as it facilitates better
evaluation of business environment and current situation to have a proper implication of change.

Sunders this leadership style the mangers and leaders of Tesco first analysis the prevailing
circumstances and after that plans are made to guide and motivate employees accordingly.
Advantage Disadvantage
This method facilitates preparation of
leadership charts and yield a better way for
leaders of Tesco to make a comparison
between current skills and styles of leadership
with the prevailing insinuation thus, facilitates
better planning to handle and meet
circumstances of current situation.
The only drawback of contingent leadership
style is that its efficiency and success is largely
dependent on skills and capabilities of leaders
and only a well qualified and knowledge leader
can have proper understeering of current
scenario of business environment.
Situational leadership theory- According to this leadership style there is no single best
style of dealership that can be adopted by a leader in all situation instead it emphasis on the
assumption that leadership styles should get changed from situation to situation (Wu, Olson and
Wang, 2019). Thus, use of Situational leadership theory is made by leaders of Tesco to handle
and resolve the conflicts among the employees as the cause or reason for conflicts is not fixed
thus, a dynamic and flexible leadership style is adopted to resolve and handle them as per the
prevailing situation.
Advantage Disadvantage
The biggest advantage of this leadership style
for Tesco is that it facilitates a flexible
leadership theory that can be easily modified and
change according to the situation to have a better
motivation strategy to guide and direct
employees as per current situation which
enhance their capability and performance.
As random modifications and changes are
made in leadership theory thus, it can
facilitates a situation of confusion and
misconception among employees which can
lead to inefficiency in organisation.
System Leadership- This leadership style facilitates enhancement in productivity an
potential of employees working at different level. Use of system leadership style is made by
leaders of Tesco to provide effective motivation and guidance to employees working at different

level of organisation in a systematic and effective way (Xu, Li and Feng, 2019). System
leadership is used by leaders of Tesco to have proper execution and implementation of a change
at all level of organisation through sound understanding about human behaviour and developing
a social and systematic organisational structure to enhance overall productivity and performance
of all employees.
Advantage Disadvantage
This leadership style provide better
understanding about nature and behaviour of
employees to leaders of Tesco thus, makes it
easy for leaders to reach a mutual decision and
strategy to fulfil and meet the interest of all
employees to built better motivation in them.
It is no always possible to accurately judge and
understand the needs and desires of all
employees thus, facilitates conflicts and
demotivate employees whose demands and
interest are not met.
Beside theses theories and leadership approach use of democratic leadership style is made
by leaders of Tesco to yield proper participation of all employees in decision making process to
make them feel important which motivate them for better performance (Xu, Peng and Prybutok,
2019). Beside this, use of autocratic leadership style is made to have a fast decision making in
times of some adverse situation to timely handle and meet the contingencies. Further, use of
Laissez Faire leadership style is made by larders of Tesco to have better group discussion to
reach an effective and mutual decision in order to meet the interest of all staff with the aim of
reducing chances of conflicts.
LO 3
P4 Key approaches of operations management
Total Quality Management (TQM)
This is a continuous process of improving efficiency of entity by identifying and reducing
or eliminating errors from the manufacturing, shaping the supply chain management, providing
best experiences to customers and ensuring that workforce is working with speed and trained.
TQM approach ensure that quality goods are delivered to consumers and continuously improving
operations. It is basically a process which is undertaken by the entity in order to reduce any
errors mainly from production function and other operations. The managers of TESCO has this

responsibility to establish and make use of TQM approach for reducing errors and omissions
from the operations (Zhou and Lo, 2018). The leaders role is to develop and implement TQM
system and guides workforce in appropriate manner. TQM system can be applied in the
production operation for improving it which enables company to produce more goods in less cost
and time, increasing productivity of TESCO.
JUST-IN-TIME (JIT)
JUST-IN-TIME approach is a system introduced for managing inventory and other
supplies which are required to finish production and optimal utilisation of resources. This
approach of operations management enables organisation to manage its supplies of raw material
according to the orders received by company and production schedules. JUS-IN-TIME technique
assist entity in increasing its efficiency and reduce wastage from its functions. More money is
saved in form of cost as raw material are purchased only when its need arises. This removes
storage cost, extra packaging cost and increase delivery timing which helps in increasing
customer satisfaction (Song and Parola, 2015). TESCO, managers will keep track of all orders
company is receiving and accordingly maintain inventory in stores. This will enables them to use
that extra funds or cash in more productive places. The leaders roles is to monitor all the actions
taken by individuals and suggest better ways to perform them removing any waste of resources
form the operations.
Lean Management
Lean management is a technique aiming towards increasing product value and
minimising waste from the operations. This tool is based on and contribution of five principles
which are elaborated below:

(Source: The Core 5 Principles for Implementing Lean, 2020) Identify value- This step indicated that the company needs to identify the problems or
needs of customers and provide them a solution in the form of product. This role is
performed by the manages of TESCO by conducting market research (Gillen, Jacquillat
and Odoni, 2016)(Heizer, 2016). Map the value stream- This principle enables managers to identify operations of each
team and their responsibilities in order to evaluate and improve their processes. TESCO
managers of each operations will make sure that the actions which are being performed
by their teams and team members are most effective and do not cause any waste. They
will identify the problems and resolve it for developing an effective system and processes
for making staff work appropriately. Create flow- This principle is performed for establishing a systematic workflow which
helps in smooth running of operations without any errors and interruptions. TESCO
managers will establish coordination amongst different operational activities which are
taking place in company for making the functions smooth and reduction of waste from
organisational structure.
Illustration 1: The Core 5 Principles for Implementing Lean, 2020

 Establish pull- This principles is referred to continuous workflow and delivering of
goods in speed with less efforts. This principle decreases the waste and increases the
efficiency. Mass production strategy will be undertaken by managers to reduce
production cost and enhance productivity of operations, resulting in maximizing profits
of entity.
 KAIZEN/ Continuous improvement- As the name suggest this principle is a set of
techniques which determines what organisation has done in past, what is currently
happening and how these operations can be improved. This principle will enable TESCO
managers to develop effective flow of work in company and make improvement where
required making company most effective.
P5 Evaluating the Importance and value of operations management
Operations management is a technique which involves planning, organising, directing
and controlling all operations and majorly manufacturing and production processes. The main
aim of operation management is to turn raw material into finished goods effectively by keeping
the cost low and increasing efficiency. Operations management function is a vital tool which is
essential for entity to perform by using unique tools and techniques. Product quality- Operations management system ensures that quality goods are delivered
to consumers. In order to serve good quality products two main criteria are measured,
reliability and durability (Ravindran, 2016). The leaders of company will develop quality
standards for manufacturing department to follow and match the quality of goods.
Managers of TESCO are responsible for the maintaining the quality, TQM approach is
useful here, as it enables them to reduce or eliminate errors from production line. The
managers will monitor and control all the manufacturing units and maker appropriate use
of TQM system for removing all errors in order to enhance efficiency or operation and
rendering best quality of products to the buyers visiting stores. Waste reduction- Next, important element of operations management is reducing waste
from operations of organisation and increasing number of profit units or earnings.
TESCO leaders will introduce lean production technique which focuses on cutting down
waste and quality enhancement of manufactured goods. They will guide and motivate
staff about the use of lean production techniques (Yabuki, NEC Corp, 2015). TESCO,
store managers can adopt JIT approach for managing inventory cost. Effective operation

management, will result In saving money as less cost is involved in operations, this
automatically improves production and overall profits of company. Customer satisfaction- Operation management functions assure that good quality
products are rendered to all buyers. Customers satisfaction is first and foremost objective
of TESCO, effective operations results in high quality products ensuing satisfactory good
being delivered to people. The leaders can adopt KAIZEN approach, making sure that
continuous improvement is taking place in organisation and encourage staff to bring new
ideas for bring perfection and finding new effective ways of performing actions. JIT
approach can be used by managers, by which they serve customised goods to buyers.
These products will be developed according to requirements of consumers and delivered
in their specified packaging (Mateo, 2016). JIT tool reduces waste as customised goods
are only being produced when company is receiving orders and these products are made
as per guidelines of individual providing them utmost satisfaction.
 Revenue increase- Increasing product quality results in customers satisfaction and waste
reduction removing extra cost and saving money. All these factors indicates towards
increasing efficiency of organisation and revenue. Therefore, operation management is an
important function, which enables company to increase their revenues through
enhancement and potential use of resources. This reputation of TESCO will attracting
more people towards the entity and changing them into potential buyers. This will
increase the revenue of company and improves their position in marketplace as they will
acquire higher market share.
LO 4
P6 Assessing the factors impacting operations management and decision-making of leaders and
managers
There are several factors having influence over the organisations, these components are
divided into two categories macro and micro. These factors are present in business environment
and influencing the decision-making of leaders and managers. Some of those elements are as
follows:
 Corporate Social Responsibility (CSR)- It is a self-regulated business activity which
organisations undertake for fulfilling their social responsibilities (Grant, Trautrims

and Wong, 2017).. The leaders of TESCO makes sure that quality goods are served to
people by making their operations effective. The managers are entitled to search for
resources from where they can acquire raw materials in low prices and also according
to the product quality requirement. The leaders and managers will make their
decisions keeping in mind the quality of goods, acquire raw material from sources
which are easily accessible and causing no minimal harm to the environment while
conducting operations such as production.
 Organisational Culture- This refers to the personality of company, every
organisation is different having unique features and style of operating. Culture of
entity works as guide for individuals and all parties associated with company.
TESCO, is multinational organisation having huge operations and follow diversified
and flexible culture. This is due to its size and operations situated in various
geographical locations (Copacino, 2019). The leaders are the one who defines
company's culture and managers and employees follows it. TESCO leaders will make
changes in their culture according to the changes taking place in external environment
and managers will direct personnels on rights path for maintaining operations quality.
Their decisions which they take for running the entity smoothly and in will be
according to its culture and the reputation of organisation in external world.
 Organisational Ethics- It refers to the ways and manners in which company responds
to the external environment. Organisational ethics are set of rules and principle which
decides the manner in which individual behave in workplace while working. The
managers of TESCO are the one who defines or establishes company's ethics and
leaders role is to make sure that the organisation is working ethically (Gore, 2018).
Leaders basically are the one responsible for implementing ethics developed by
managers. Ethical practices of which are developed by managers ensures smooth
running of stores as all processes made in accordance with the ethical structure of
company.
 Organisational Sustainability- Main aim of every company of different size, nature
and objectives is to sustain in marketplace by earning profits. Sustainability of
organisations depends upon the operations of company and how well the entity is
managing it. Employees are key resource of every organisation and same is the case

with TESCO, personnels associated with the organisation at some point decides its
sustainability. Managers of TESCO conduct thorough evaluation while hiring any
new individual, in which they evaluate their skills and expertise and match them with
the needs of entity. Also, it is important for company to seek knowledge about the
external environment and specifically about the needs of customer. For company to
sustain in market it is required that they are producing goods according to
requirements of individuals for fulfilling them appropriately and providing them
utmost satisfaction and attracting more and more people towards the company
(Kumar, Mookerjee and Shubham, 2018).
CONCLUSION
From above report it is summarised that operations management is an essential tool,
playing vital role in reducing waste and increasing efficiency of organisation. Leaders and
managers are the one who are responsible for effective management of operations. Mix efforts of
leaders roles and managers unique functions enables entity to be efficient and productive. The
leaders make use of several leadership styles for motivating and encouraging staff and perform
with the full potentials. Moreover, approaches such as JIT, TQM and Lean management are used
by leaders and managers for improving operational efficiency, reducing waste and earning more
revenue resulting in higher earnings. Furthermore, some internal factors are analysed which has
huge influence over the operations and affects the decisions of managers and leaders. These are
some of the aspects which are related to operations management and are discussed in the
assignment and conclusion drawn out of it is, operations management is necessary for which
managers and leaders performs effective activities.

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