Management & leadership - Critical Success Factors - Case Study Assignment Help

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Management & leadership - Critical Success Factors

Task: Tesco is the UK's biggest food retailer offering a variety of services for food and nonfood products to include insurance, entertainment, electrical goods and many more. It employs over 440,000 people around the world with over 280,000 in the UK. It has over 2,000 stores in the UK and a growing number of stores abroad in countries such as including Malaysia, India, Thailand, Czech Republic, Ireland, Poland, Slovakia, China and the United States. Tesco is the biggest private sector employer in the UK and offers a competitive package of pay and benefits for all jobs, whether as assistants or managers in stores and depots. More specialised roles such as finance and HR, are based at its head offices based in Hertfordshire. As a customer-orientated business, Tesco aims to offer products that provide value for money for its customers and to deliver high-quality service. Tesco wants to attract new customers, but it also wants to keep its existing customers happy. Building customer loyalty is a cost-effective strategy to grow the business. This is because satisfied customers are a good advert for the business. Tesco has more than a 30% market share of the UK grocery market, nearly double that of its nearest rival. In its 2009/2010 financial year, Tesco earned revenues of £38.6 billion in the UK and employed more than 280,000 people. To keep at the top of its game and to maintain its number one spot in the market, the company needs skilled staff at all levels and in all roles. There is a difference between management and leadership. Management is about getting things done. Managers organise human and physical resources to achieve business aims and objectives. Leadership is about influencing, motivating and inspiring people. It is about coaching and developing people, treating them with respect but challenging them. Leaders seek to create strong teams, with people committed to the organisation’s overall goals. The process of managing starts with the target or objective to be achieved. A manager must decide on the appropriate approach for reaching that target. The manager then needs to communicate this approach clearly to his or her team and to allocate tasks to each team member. Task allocation and delegation of responsibility is part of the management function. However, other factors will also have an influence on whether the target is achieved, including the task in hand, the skills of the team and the style of leadership. In order to build a sustainable and robust business, Tesco has set out critical success factors (CSFs). These are linked at all levels to its business goals. Some CSFs apply to all employees. These are: (a) customer focus – to ensure delivery of ‘every little helps’ (b) personal integrity – to build trust and respect (c) drive –to achieve results, even when the going gets tough (d) team working – to ensure positive relationships in and across teams (e) developing self/others – to motivate and inspire others. Others are specific to the level of responsibility the person or role has and covers:

1. analysing and decision making
2. managing performance
3. managing change
4. gaining commitment.

By meeting the requirements of these CSFs, Tesco managers can build their leadership skills & contribute to the growth of the business.