The Responsible Leader and Manager Essay Example | Topics and Well Written Essays - 1500 words

The Responsible Leader and Manager - Essay Example As a team, the managers coordinate the company’s operations with a focus on satisfying customers and the community and maximising profits. This paper will explain how they use their personal, interpersonal and societal values to manage the stakeholders, including how they demonstrate their awareness of social issues and corporate citizenship responsibilities. Stakeholders The manner in which stakeholders are treated and managed is a crucial component in the revenue generation and success of a corporate outfit. It is the managers’ duty to ensure that stakeholders’ interests are met for the sake of creating beneficial relationships for business continuity. Some of the stakeholders of Debenhams are the customers, employees and corporate shareholders. Customers form the core purpose of any business’ existence. Employees bridge the gap between the company’s operations, products and services, and the customers. Schroder PLC, in its corporate shareholding capacity, has 202.9 million shares, representing a 16 percent shareholding (Baker 2010). The managers integrate their personal values with corporate values to lay strategies to manage the unique needs and interests of each group of stakeholder. Customers The managers at Debenhams understand that their customer base, running into millions, works hard to earn and afford their purchases. They know that quality products alone, without personal attention and appreciation, do not represent full value for customers’ money. They are motivated by the virtue of customer satisfaction to improve their services. They aim to be responsible and active participants in their communities of operation, which are basically made up of their customers. As a corporate entity, the company supports both national and local charities towards the well being of their customers. In a bid to acknowledge their customers’ choice to do business with them, the managers put them at the heart of their dec ision making. In an appreciative gesture that works both for the customers and the company, the customers’ shopping experience is made more exciting by modernising stores, introduction of new brands and products and a proactive customer service department. Products are manufactured to meet customers’ expectations in socially ethical environments and an assurance of quality compliance. The managers display their charitable cause by volunteering and fundraising. Reading this gesture as leadership by example, more volunteers and donors are attracted towards the events. In response to the ever increasing customers’ expectations of a fully fledged multi channel offer, the managers proposed an outsourced customer service department to a professional service provider (Irvine 2008). The outsourced service is committed to allow the customers several shopping options, and the company recorded an increase in sales within four months. This shows the managers’ awarene ss of the requirement to respond to customers’ queries promptly, professionally and effectively. In another show of valuing customers, the company apologised publicly to a customer who was given wrong prices for dresses at the Newcastle branch. After paying for the dresses following an