Operations and Service Management in M&S

OPERATIONS AND
SERVICE MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
Operation management practise in M&S.....................................................................................3
Impact of Six sigma management practise on M&S with regard to its efficiency .....................4
Technology effect Six sigma management process of M&S ..................................................6
Value chain analysis of M&S......................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................1

INTRODUCTION
The operation management refers to administration of the business activities for higher
efficiency in the organisation (Zhen and et. al.,2019). This also involve conversion of raw
material and its labour into useful goods and services with higher efficiency possible. The
service management is basically intangible asset that provide value to its potential customers.
Better managing the service operations are critical to have control on the labour cost as well as
satisfaction of its customers (Wang and et. al., 2017). M&S is an multinational company in
Britain offering better quality of clothes, food products and home products. This report will
evaluate the operation management practise in Marks and Spencer and their impact on the
efficiency of organisation. Further it will evaluate the technologies integrated in the process of
operations and the supporting function which are linked with management practise.
Operation management practise in M&S
The operation management practise are generally aimed to achieve the approaches that
lead to improve the business performance. Marks & Spencer has an strategy to develop its
product with higher quality and they generally have their stores at very convenient place so that
people not have any kind of difficulty to buy the products (Salehnejad, Ali and Proudlove, 2020).
This show the company is having top to down orientation to provide a good quality which is
easily afford by all. The operational activities also involve online selling of its product to
satisfaction the customers who uses to prefer they also get satisfied by this. This is very critical
for every company to have that type of supply chain that can satisfy customer need before
competitor do. The M&S is one of the largest company to retail its products.
To increase the responding ability to respond more quickly to the changing needs of
customers, the Marks and Spencer closely work with its suppliers therefore the company and its
suppliers both working to achieve the common objective. Every customer of company desire best
quality in its product in this day M&S is coming headline to provide inexpensive products with
poor quality so the other companies suggest to improve the quality of the products and become
an premium brand. There are different types of operation management practises that are used by
different organisation to reach the maximum potential possible in the company. There are
generally four type of practises which are as under:

Six Sigma is the practise that assist to improve the process as well as products/services produced
in the organisation by eliminating different type of defeats (Powell and Mustafee, 2017). This
practise is to control the quality with the six elements.
Total quality management refers to the practise that assist to have longer time success by
potential customers satisfaction. The people of the organisation are trying to improve the
processes and their product and services in the area where company is operating.
Just in time is an practise to reduce the cost by ordering the need goods when there is need, this
assist to reduce wastage of goods.
Lean is an operation management practise in which the people optimize the resources and their
individual contribution towards creating healthy relation and value with the customers (Padilla
And et. al., 2018).
From the above practise which has been discussed above the Marks & Spencer is
performing their operational activities with Six Sigma as customers of M&S need a good quality
in their products so for them they just check the quality and have control that for long period.
The six sigma has different step to resolve the defect firstly the problem is to identified in this
With the help of this M&S to reduce the mistakes in the process of business. The production
department of company regularly check the quality that their product have and take required step
when any defect found. Further they will measure the process by collecting the data from
different functions and analyse the cause of issue. By analysing they lead to improve the process
with required solution to fix issues and in last the M&S control the situation.
Impact of Six sigma management practise on M&S with regard to its efficiency
The Marks & Spencer is making use of Six sigma operation practise to improve its
products quality by removing and skipping the defect and errors. The main aim of this practise is
to maintain the quality of manufactured goods and the process of the business. With the help of
Six Sigma practise company can enhance the revenue and profit.
Improve customer loyalty Marks and Spenser make affords to make affords to retain their
potential and new customer for long time. The customer retain will assist to determine the
success of the company (Tagge And et. al., 2017). As the customer usually dissatisfied with
employees attitude and products & services of the brand they prefer. So with the implementation
of this management practise help to understand the need and desire of their customer. For that