BTEC HND Business - Working and Leading People Assignment for UPS

This assignment report delves into the critical aspects of working with and leading people, using United Parcel Service (UPS) as a case study to address issues related to employee competence and operational efficiency. The report examines the significance of recruitment and selection processes, including essential documentation like job descriptions and person specifications, while also highlighting legal, regulatory, and ethical considerations. It analyzes different leadership styles, such as autocratic, participative, and laissez-faire, and their impact on employee motivation and team performance within UPS. The report also explores the benefits of effective team-working, the importance of leadership in team environments, and methods for assessing employee performance and development needs to improve overall organizational outcomes. The report also includes the student's role in the selection process and evaluation of their contribution to the process.

Working With and Leading People

TABLE OF CONTENTS
INTRODUCTION......................................................................................................................1
TASK 1......................................................................................................................................1
1.1 Documents Required for Recruitment and Selection.......................................................1
1.2 Legal, Regulatory and Ethical Consideration..................................................................2
1.3 Taking Part in Selection Process......................................................................................3
1.4 Evaluating Own Contribution..........................................................................................3
TASK 2......................................................................................................................................4
2.1 Skills and attributes needed for leadership in UPS..........................................................4
2.2 Difference between leadership and management.............................................................5
2.3 Comparison of different leadership styles........................................................................5
2.4 Ways to motivate staff to achieve objectives in UPS......................................................6
TASK 3......................................................................................................................................7
3.1 Benefits of team-working for UPS Company..................................................................7
3.2 Importance of working in a team as a leader and member..............................................7
3.3 Effectiveness of the team in achieving the goals within UPS..........................................7
TASK 4......................................................................................................................................8
4.1 Factors Involved in Assessing of Work Performance......................................................8
4.2 Development Needs at UPS.............................................................................................8
4.3 Success of Assessment Process........................................................................................9
CONCLUSION..........................................................................................................................9
REFERENCES.........................................................................................................................10

INTRODUCTION
Company must ensure that it has right bunch of employees who are competent enough
to manage daily operations. Also, they must be innovating and competent in order to get rid
of managerial issue of company. Beside this, proper team working and coordination must be
there among employees (Rothwell, 2010). In this respect, present report is prepared that
highlight the relevance of skills and knowledge within operations. Also, it focuses on
importance of working with and leading people to manage operational issue. For this, case
study of United Parcel Service (UPS) has been highlighted which is a parcel service company
that facing issue due to incompetent employees. This report has highlighted the significance
of recruitment and selection, leadership style, working in team and assessing developing need
of individuals at UPS.
TASK 1
1.1 Documents Required for Recruitment and Selection
For the purpose of recruiting and selecting, it is essential to develop varied set of
documents such as person specification (PS), job description (JD) and interview checklist.
Through this, appropriate candidates can be selected in company like UPS. Job description
can refer to a document that includes information related to roles and responsibilities which
candidates need to fulfil for particular position (Tschannen-Moran, 2014). Further, it possess
information related to salary, allowances along with skill that need to accomplish the work.
On the other hand, person specification includes information related to minimum set of skills,
qualification, knowledge and required experience for applying at particular position.
Interview checklist is a list of formalities which a candidate need to go through while
applying for job. UPS need to develop these documents so that appropriate candidates can be
selected (Fairhurst and Connaughton, 2014). In this respect, following is the job
responsibility and person specification for operation manager at UPS.
JOB DESCRIPTION
Position Operation Manager at UPS
Summary Operation manager is responsible for managing daily operations,
ensuring proper flow of work, addressing customer queries, assessing
employee needs and take corrective action.
Duties and
Responsibilities
Enhancing operational system within organisation.
Ensuring sound support service through continuous improvement
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Long term planning
Regular meeting with team and departmental head to take corrective
action whenever required
Supervision of subordinates
Ensuring consulting service to employees and customers
Maintain work flow
PERSON SPECIFICATION
Position Operation Manager, UPS
Minimum
Qualification
Generic/Credit Level in English or equivalent
Management Qualification
Experience Sound leadership, proper staff management
Management and delivering of contracted services
Monitoring and controlling of operational system
Performance management
Skills and
Knowledge
High skills in written and oral communication
Sound planning skills
Tech savvy with enough knowledge of different utility software
Ability to represent the organisation
Leading and contributing within team
Sound time management
Hence, above stated person specification and job description will help the UPS in
recruiting appropriate that aids in getting rid of present issue of lack of management.
1.2 Legal, Regulatory and Ethical Consideration
UPS need to ensure that it adhere with legal and regulatory requirement while
recruiting and selecting applicants. In this respect, following act and norms need to be
considered by the company:
 Disability Discrimination Act 1995: UPS must focus on this act and hence should not
do discrimination among applicants on the basis of disability. Doing the same will be
entitled to penalty and compensation to candidates. Also, proper information must be
shared by UPS to applicants (Ciulla, 2014).
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 Equal Pay Act 1970: UPS must focus on this act in order to avoid instances of
discrimination at the time of recruitment and selection. The company must not give
less salary to female candidates as compared to male candidates.
 Equality Act 2010: Equality at selection stage must be ensured by UPS as it can affect
the image of the company. Candidates must be evaluated on the basis of skills and
competencies and not only on references. With this appropriate candidate can be
selected (Franke and Felfe, 2011).
 Transparency: It is an ethical obligation for UPS to ensure transparency with respect
to recruitment and selection. Also, required information must be shared among
applicants by the management in order to avoid the contradictory situation. With this,
employer image increased and hence aids in attracting competent applicants
(Dumdum, Lowe and Avolio, 2013).
1.3 Taking Part in Selection Process
Being an HR manager in UPS, I am handling overall recruitment and selection
process. Initially, one of my executive assisted me in calling competent applicants for the job.
Among those applicants, filter is applied and unwanted CV were rejected. Then, remaining
applicants were undergone from HR level interview round in order to judge their mental state
and also to assess their qualification. After this, aptitude test is conducted by me for available
candidates and score from this test aids in filtering the candidates further. Afterwards,
technical round was conducted by concerned authority and selected candidates from this were
then shifted to final round where I have selected the applicants on the basis of their skills,
experiences and knowledge. Negotiation were then done by me and finalize set of applicants
were selected and same was offered with job letter. Hence, I was attached to recruitment and
selection process right from beginning to end. This helps in selecting skilled applicants at the
vacant position at UPS.
1.4 Evaluating Own Contribution
Since, UPS is undergoing harsh phases of mismanagement and high attrition rate, I
have played a significant role in streamline the selection process. I have developed proper JD
and PS for different set of position so that applicant can be selected accordingly. This step
assisted me in removing unwanted candidates from the initial step through which
considerable amount of time and effort of UPS is saved. Further, rating of applicants become
easy that helped in identifying most skilled person. Based on it, decision for selecting
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candidate becomes easy and also quantifiable that will aids in getting rid of mismanagement
issue at cited organisation. Moreover, I have done sound negotiation with applicants that
assisted me is saving crucial resources of the company. Further, I have given different set of
situation and simulation to candidate which help me in judging their mind set. From this,
most innovating and skilled applicants is identified which will certainly help the company in
overcoming it operational issues. Hence, I have played a crucial role in attracting and
selecting most skilled and competent employees for UPS.
TASK 2
2.1 Skills and attributes needed for leadership in UPS
UPS is considered as one of the biggest parcel services in UK but due to poor leadership
and management they are suffering from losses for failure to deliver in time. In this reference,
it is essential to commit with some best leadership skills such as:
 Decision making capability: One of the most common skill required by leader is to
take sound and effective decision. It is highly required to have critical thinking skill in
order to manage people. By taking proper decisions leader can analyze internal issues
and resolve problems for failure to deliver in time (Tourish, 2014).
 Personal Attribute: A successful leader must have best positive attitude towards all
other management people. With carrying this attitude, leader of UPS Company can
easily boost the confidence level among other people and motivate them to work hard.
Keeping positive attitude and values considered as one of the most effective recipes
for leadership (McDermott, Kidney and Flood, 2011). It is the best way to maintain
healthy relations with workers and motivate them to deliver timely services to
customers.
 Communicate powerfully: For becoming a great leader it is required to communicate
in variety of different ways. It requires appropriate one on one conversation with
several team meetings. Here, all effective decisions can be made by UPS Company to
overcome with all past failures.
 Conceptual skills: UPS is one of the largest parcel service of UK and for building
their trust on customers it is highly essential for them to provide quality services of
them (Harrison, Benjamin and Curran, 2007). For this, a leader within particular firm
must have conceptual skills and knowledge so that they can work accordingly. With
the help of this, he can provide appropriate training to all his workers. It helps in
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maintaining proper working criteria and improves overall productivity of UPS
Company.
2.2 Difference between leadership and management
In order to overcome with loses faced by UPS Company they need to acquire
appropriate leadership styles for different situations. Following are the differentiation
between leadership & management with reference to UPS Company:
Management Leadership
Management can be defined as a system to
coordinate various things in an effective
manner. For this, varied range of strategies
can be formed just to attain proper objectives.
Leading by the examples of others always
makes a successful leader. By properly
influencing others for work and achieving
their goals can be defined as a perfect
leadership (Guay, 2013).
Manager of UPS company is responsible for
overcoming with all loses through proper
supervision and close monitoring of each
employee performance.
Leading people with positive attitude raise
their confidence level to work hard. Within
this same process, leadership approach of
UPS company should be proactive. Some of
the senior managers of UPS company have
also left the company together with 50 staff.
Keeping trust over people & directing them to
work together in achieving their goals
motivates them to serve within firm for a long
time period.
Management is a basic quality of ruling which
helps maintaining stability in UPS company
(West, 2012).
Proper principles and guidelines must
established under the leadership of UPS.
Through this, appropriate change can be bring
and overall improvement can be done.
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2.3 Comparison of different leadership styles
Leadership can be define as a skill to influence others and it is required that leaders in
UPS company must adopt style as per the situation so that appropriate results can be attained.
 Autocratic style: In order to improve the overall management a leader must have strict
control over all his workers (Schein, 2010). However, it requires trust of followers on
their leaders. Timely parcel delivery is one of the major responsibility of UPS team
members. They need to take care of all their customers in one particular time and for
the same, quick decision can be taken. For all delivery boys, autocratic leadership
style can be used just to keep proper control over them.
 Participative style: To boost the confidence level of staff, leader invites ideas and
suggestions from subordinates. At the time of decision making, leader involves all of
them to provide their inputs (Mumby, 2012). Through this, company is able to
provide best services to customers who relied on UPS’s promises. For all middle level
of workers it is the best way to raise their confidence level and provide them proper
work environment.
 Laissez Faire: Here, giving full control to employees is not suitable with the working
practices of UPS. In order to improve the overall management and administration
services leaders need to take effective decisions with proper involvement of
management team.
2.4 Ways to motivate staff to achieve objectives in UPS
Motivation is considered as a most important element to work hard and attain several
objectives. By referring the case of UPS parcel services, regaining customer trust by
providing them timely and quality services is one of the biggest concern (West, 2012). For
this, management team of company need to take several decisions where they can boost the
confidence level of their workers and motivate them to work hard. The company had been
making losses from past some years as staff are owed salary. It is the biggest factor which
demoralize their values and do not motivate them to work.
In order to overcome with this situation, UPS company may follow Herzberg two factor
theory i.e. hygiene and motivator factor. By implementing this, management team follows
appropriate policies and also maintain good interpersonal relations. It is the best motivator
factor which develops healthy relations among employees. If they work hard and perform
best then company is not liable for staff owed salary (Jones, 2006). Within the hygiene factor,
management team of UPS Company may offer sound salary packages with appropriate bonus
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to all its delivery boys. Moreover, some non-monetary rewards can also be introduced to
motivate the workers such as promotion, recognition, growth opportunities etc. These are
some of the common ways which enhances their satisfactory level and helps them in delivery
timely services to their customers and make their promise more worthy.
TASK 3
3.1 Benefits of team-working for UPS Company
In order to attain objectives it is important to work as a team. A proper coordination
helps in achieving best results and providing quality and on time services to customers. An
appropriate innovation and better proactive approach is result for team discussions and team
work. The overall competency of all staff members can be increased with best leadership and
management style. Under this, they requires boosting team work and develop healthy
relations among all staff members (West, 2012). All workers from different field can gather
information in one pace and provide best quality service to their customers. This helps in
leading with new idea generation and providing fast couriers services in a more advanced
ways. Management team of UPS Company can effectively distribute work among all its
workers and attain their objectives on desired deadlines.
Further, it can be determine that team work is more effective in proper utilization of all
resources. With the help of this, UPS Company can overcome with its current issues and
deliver on time delivery to its customers. Moreover, it also helps in boosting morale of staff
members and provide them right direction of working with the help and guidance of each
other.
3.2 Importance of working in a team as a leader and member
Within UPS parcel services of UK they must follow appropriate approach for
working towards their goals (Lipnack and Stamps, 2008). Under this, a leader need to set
specific working criteria and deadlines for their team members. In order to complete their
work on given deadline all team members must have proper coordination. With the help of
appropriate communication they are able to deal with all the given situations and provide
effective and best services to their customers.
3.3 Effectiveness of the team in achieving the goals within UPS
To maintain the brand image of UPS Company all their workers and staff members
need to work together with effective communication. Follow up generated through top
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management officials to delivery boys need to be very smooth just to deliver any parcel
timely.
It requires proper coordination between all the workers from top management to
delivery boys. Just to attain a common goals they all team members must follow a goal
focused approach (Jones, 2006). According to this, all of them need to well verse with their
own responsibilities. Under this, all staff members must have supporting nature under which
they can easily support each other in their work and attain common objective of company.
TASK 4
4.1 Factors Involved in Assessing of Work Performance
In UPS, HR manager need to consider the factor for planning the assessing and
monitoring of work performance. With this respect, following are the crucial factors:
Focus Area: The manager need to identify the focus area or skills of employees so
that monitoring of same can be done. This can be done with the help of scorecard,
review list and grading method. From this, manager in cited organisation can able to
track the performance of employees (Reeves and Ventura, 2012).
Industry Standard: Further, manager need to assess the industry standards of parcel
sector so that it can be used as a basis of mapping performance. Based on it, training
can be impart and it also helps in boosting overall productivity of employees.
Assessing industry standards also assists in ensuring sound supervision of employees.
Resource: It is yet another crucial factor which helps in monitoring the performance
of employees at UPS. The manager need to decide on technological equipment and
software which is essential to track the performance of employees (Johnson and
Yang, 2010). From this, controlling can be done and also helps in taking corrective
action.
4.2 Development Needs at UPS
For the purpose of assessing the development needs of employees at UPS, different
measures need to be incorporate. In this respect, individual meeting is among the foremost
step that aids which will help in identifying the issue of employees. Also, through this the
manager will be able to identify the work related problem. Based on it, action plan can be
developed for overcoming the problems of employees at UPS. In the next phase, manager can
assess the learning style of each employees on the criteria of VARK so that training can be
impact accordingly (Cerasoli, Nicklin and Ford, 2014). Based on it, gaps can be identified
and hence overall performance of employees will increase. Beside this, past performance of
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employees need to review in order to recognize their strength and weakness. Further, review
from supervisor can be taken to assess the development needs.
4.3 Success of Assessment Process
With the help of above stated plans, UPS able to meet out with its managerial and
leadership issue. Through this, overall performance of employees can be monitored along
with identifying the loopholes in the operation. Further, mind-set of employees and
supervisor will be cleared through this plan that will help in delivering sound and effecting
training to each employees (Chemers, 2014). This will certainly help in streamlining the
process of UPS and also aids in filling loopholes through appropriate strategies. Beside this,
learning style of each employees will be identified that will help in giving appropriate
training and development session. Feedbacks from supervisor will help in managing
operational issue at each level which will help in boosting overall productivity of employees
(Efklides, 2011). Hence, this plan will prove effective for UPS.
CONCLUSION
It is concluded from this study that development needs of employees must be track in
order to increase overall productivity of company. Further, sound recruitment and selection
are the essence of high productivity. UPS need to focus of these measures in order to get rid
from its managerial and leadership problem.
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REFERENCES
Books and Journals
Cerasoli, C.P., Nicklin, J.M. and Ford, M.T., 2014. Intrinsic motivation and extrinsic
incentives jointly predict performance: A 40-year meta-analysis. Psychological
bulletin. 140(4). p.980.
Chemers, M., 2014. An integrative theory of leadership. Psychology Press.
Ciulla, J.B. ed., 2014. Ethics, the heart of leadership. ABC-CLIO.
Dumdum, U.R., Lowe, K.B. and Avolio, B.J., 2013. A meta-analysis of transformational and
transactional leadership correlates of effectiveness and satisfaction: An update and
extension. In Transformational and Charismatic Leadership: The Road Ahead 10th
Anniversary Edition. pp. 39-70.
Efklides, A., 2011. Interactions of metacognition with motivation and affect in self-regulated
learning: The MASRL model. Educational psychologist. 46(1). pp.6-25.
Fairhurst, G.T. and Connaughton, S.L., 2014. Leadership: A communicative perspective.
Leadership. 10(1). pp.7-35.
Franke, F. and Felfe, J., 2011. How does transformational leadership impact employees’
psychological strain? Examining differentiated effects and the moderating role of
affective organizational commitment. Leadership. 7(3). pp.295-316.
Guay, P. R., 2013. The relationship between leader fit and transformational leadership.
Journal of Managerial Psychology. 28 (1). pp.55 – 73
Harrison, R., Benjamin, C. and Curran, S., 2007. Leading work with young people. SAGE.
Johnson, R.E. and Yang, L.Q., 2010. Commitment and motivation at work: The relevance of
employee identity and regulatory focus. Academy of Management Review. 35(2).
pp.226-245.
Jones, A., 2006. Multidisciplinary team working: Collaboration and conflict. International
Journal of Mental Health Nursing. 15(1). pp.19-28.
Lipnack, J., and Stamps, J., 2008. Virtual teams: People working across boundaries with
technology. John Wiley & Sons.
McDermott, A., Kidney, R. and Flood, P., 2011. Understanding leader development: learning
from leaders. Leadership & Organization Development Journal. 32(4), pp.358 – 378.
Mumby, D., 2012. Organizational Communication: A Critical Approach. SAGE
Publications.
Reeves, D.B. and Ventura, S., 2012. i Leadership. AGENDA.
Rothwell, W.J., 2010. Effective succession planning: Ensuring leadership continuity and
building talent from within. AMACOM Div American Mgmt Assn.
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