Role and Functions of Leaders and Managers in Operation Management: A Case Study of Mark and Spencer

This report discusses the different roles and characteristics of leaders and managers in operation management, and how they apply in different situations. It explores various theories and models of leadership, and key approaches to operation management, using Mark and Spencer as a case study. The report covers topics such as lean operation, total quality management, and factors that impact operational management and decision making by leaders or managers.

Management operation

Table of Contents
INTRODUCTION ............................................................................................................................3
P1 Compare different role and characteristic of a leader and manager.........................................3
M1. comparison between the role of manger and leader...............................................................5
P2 Evaluate how role and functions of manager apply in different situation...............................5
P3 Different theories and model of approaches of leadership.......................................................6
M2 Strength and weakness of different approaches to situation in work environment................7
P4 Key approaches to the operation management and role of leader and mangers......................8
P5 Value operation management to achieve business objectives...............................................10
M3 How leader and mangers improve the efficiency of operational management.....................11
P6 Factors that impact the operational management and decision making by leaders or mangers.
.....................................................................................................................................................11
M4 examine the factors impacting business environment..........................................................12
CONCLUSION ...............................................................................................................................12
REFERENCES.................................................................................................................................14

INTRODUCTION
Leadership is a process of operation, creativity, action and emotion of mind. A leader
inspire other for a specific purpose in the business, life and career. In the organisations, leadership
is the capacity of the business management that set and accomplish objectives and take decision
actin when required. Leadership provide a direction to the company and employees. The workers
need to understand that in which direction a company is headed and who they follow in order to
reach at the destination (April and Dalwai, 2019). Organisation selected in this report is Mark and
Spencer which is located in London, United Kingdom. It is founded in 1884 by the Michael Mark
and Thomas Spencer. It is a manufacturing company in retail industry. This report will cover
role of a leader and manger, function of manager and leader in different situation, system
leadership, situational leadership, contingency leadership, approaches of operation management,
importance and vale of operation management
P1 Compare different role and characteristic of a leader and manager
Leader- An individual who convinces the other individuals to follow. Great leaders inspire the
confidence of other people and instruct them to actions.
Role of leaders
 Provide direction- Leaders provide a clear and compelling direction to their followers.
They owe their subordinates a clearly well defined strategies for company's growth and
communicate that strategy to their team members to achieve their common goals
(Brandon-Jones and Slack, 2018).
 Create structure- A leader is accountable to create the structure of an organisation,
decision making authority, job roles and process that make enable the team to do a high
quality work effectively. Leader set company's structure and the process; their team
members enact and execute them.
 Build trust- Leader have confidence that their team members know that what they have to
do and they will work best. Leader ensure that company's employees has essential skills to
perform their task and understand that how their work will serve the organisational
objective.

Manager- The company's manager is that person which is responsible to supervise and motivate
workers and to direct the organisational progress.
Role of a manager
 Informational role- As monitor, a manger gather essential information which can be used
for company's benefits. These information might be competitive that could impact entire
organisation. As disseminate, a manager distribute important information to the employees
which would otherwise be inaccessible to them.
 Decisional role- The manager deals and handle with several threats in the organisation and
mange the issues. They decide about the use of resources and try to improve unit in the
organisation. When they receive any good idea, then they launch the development project
in order to make their ideas a reality (Chen, Zhou and Klyver, 2019).
 Interpersonal role- In this, the manager represent company in all matters of the
formality. They define relationship between employees and manger. It include direct and
the coordinating subordinates activities. Liaison role involve the manager in an
interpersonal relationship outside of their area of authority.
Basis Leader Manager
Meaning This person direct and
influence behaviour of the
followers in for the attainment
of particular objectives.
It is representative of an
organisation and responsible
for the work management of
employees and also takes
essential actions when needed.
Management function Leader perform only one
function that is direction.
Manager perform all the five
function such as planning,
organising, staffing, directing
and the controlling.
Work It provide direction to workers
by creating a vision and
encourage team members to
Manger formulate the
organisational structure and
delegate authority to company's

reach effortlessly. employees.
Authority Leader has informal authority
by the virtue of their personal
qualities.
A manager have formal
authority because of their
positional role.
Conflict They promote the changes at
workplace and use the conflict
as as asset.
A manager react to the changes
in the company and avoid any
type of conflicts.
Aims Its main aim is to motivate and
inspire the team members
(Cook, Zill and Meyer, 2020).
Aim of the manger is to direct
and control the employees at
workplace.
M1. comparison between the role of manger and leader
It is determined that the leader and a manger of the organisation are consider as prime
member. Both of them perform different function and roles. It is analysed that the company's
manager can be a leader by the leader can not become manager. A leader create both the formal
and informal relationship with the team members and interacted as familiar with them. Whereas a
manager represent the complete organisation due to which they can not create an informal relation
with their workers. They are liable to take the relevant decision of the organisation (Jain, Duggal
and Ansari, 2019).
P2 Evaluate how role and functions of manager apply in different situation.
In context of Mark and Spencer, if they face a situation where the price of their goods
increasing rapidly due to increase in the price of raw material, in such a situation, the leaders
should plan such strategies that can handle the manufacturing cost in order to increase their sales
and revenue .
 Behavioural theory of the management is applied by Mark and Spencer, and its managers
follow those policies that consider the abilities and skills of the employees. In this the
leader use transformational leadership style, where the leader communicate effectively
with workers and define polices to the workers (Jensen, Moynihan and Salomonsen,
2018).

 The contingency theory mainly focus on the changes in strategies as per the change in
situations. The leader influence workers to bring changes in operation to meet challenges
prevailing within market (Joo, 2020). Manger of the respective company, focus on the
causes of cost increment and applied theory to apply some change in operational activities
in order to reduce the high price of material and other equipments that are received from
suppliers and as per they changes their polices of company in the operational and
production department.
P3 Different theories and model of approaches of leadership
The leadership theories or model can be grouped into different categories that depict the
action which are used by a leader to attain their goals. These leadership model are based on how a
person lead his team. These theories include such as situational leadership, system leadership,
contingency leadership and many more. In context of the Mark and Spencer there are some
theories of leadership which are mentioned below:
System leadership style
It is set of capacities and skills that an organisation or nay individual use to catalyse, able
and support the process of the system level change. It is about that how an individual lead across
the boundaries- organisational, departmental and sector. This theory exploit the sound principles
related to the human behaviour in order to build a strong leadership model, business strategies,
system design and the social process. This theory facilitate the leaders with effective tools that
support them to forecast the human behaviour in business. It also leads an effective realisation in
the organisational purpose.
Contingency theory
This approaches to the management is multi faced and also has various implications. This
theory state the effectiveness of a leader and style of leadership fits for any certain situati0on. An
individual can become effective or ineffective leader in different way or context. Therefore, this
model advice that one should determine and examine every situation and decide their leadership
style which fits in the situation (Li and et. al., 2018).
Situational leadership

In this theory, the leader or company's manger adjust their style to fit employee's
development level. In context of Mark and Spencer their are four types of situational leadership
style which are mentioned below:
 Telling and directing- It is a top down approach where all the decision are taken by the
leader and workers so exactly whatever they are told. Power is lies with the leader and they
instruct their follower to act something.
 Participating and supporting- In this, the decision lies with follower or employees as
more responsibility to the workers. The employees get feedback on the basis of their work
performance which motivate them (Li, Huang and Feng, 2020).
 Selling and coaching- The leader are involved in day top day operational activities and he
take the decision. Under this style, the employees are supervised in coaching manner. It
include a direct praise to enhance employee's self esteem and confidence.
 Delegating to employees- Leader involved in task very less ad the employees or followers
are responsible to choose any task and direction they will take. In this, the workers know
their role and work it with a little supervision required.
In relation to Mark and Spencer, they use the participative and supporting leadership style in
which they invoice its workers in any task and also appreciate the employees for their work
performance. Due to this, the employees feel satisfied that they are contributing in the successes of
company and also deal being valued.
M2 Strength and weakness of different approaches to situation in work environment
It is determined that all leadership approaches has different strength and weakness. In
context of Mark and Spencer the discussion is below:
situational leadership theory-
Strength Weakness
 In company, it identify requirement of
the flexibility . All the rules, regulations
and policies can be changed according
 It depend on leader's skills, the leader
able to analyse situation carefully then it
work. On the other hand, if the leader is

to the need of circumstances.
 It help the respective company to create
such environment where workers can
work comfortably (Niazi and Malik,
2019).
 It make enable the leader to get success
in their way as they face many
complexities and new changes by
developing their strategies accordingly.
not ineffective to examine the situation
then it can harm.
 This leadership consider only the
current needs of organisation and ignore
the long term need of the company.
 It create a confusion among the
employees as leader instruct and give
order every time and not share the detail
very time.
System leadership
Strength Weakness
 It help the business to develop a system
which make enable them to accomplish
their standard goals.
 It create a relationship between the
internal system and the process of
company.
 This theory may impact the control on
the working situation (Notz, , 2020).
 It is very difficult to understand that
which factor are useful to control over
the others.
Contingency leadership
Strength Weakness
 It helps the leaders in effective decision
making process.
 This theory is very flexible that aids
employees to accept any situation.
 It is very reactive in nature at
workpeople (Oc, 2018).
 It create several complexities and it
become very difficult it applied in the
practical way.

P4 Key approaches to the operation management and role of leader and mangers
Operation management- It is and administration of the business practises for creating high level
of the efficiency at workplace. The operation management is concern about to convert the material
and and labours in to product and services in efficient manner in order to maximise organisational
probability. In context of the Mark and Spencer there are key approaches to operation
management which are given below:
Lean operation- It means to run a business by focusing on to provide satisfaction to customers
while using limited sorceress in the organisation. Companies with lean operation are extremely
concerned with the efficiency. There are different area of the waste such as job, inventories,
salaries and many more which company should consider to review when using lean operation.
 Role of leader- They ensure employee's job contribute to the customer value and measured
by same standard of minimize production waste and time. The leader align their team
members around the common goal. they arm their follower with success's tools, motivate
them to take smart decision that allow for the sustainable and competitive growth.
 Role of manager- The manager optimize the process of production and services. Lean
manger is tasked to specify based on input and the parts as well as routing or process
involved (Pekkanen, Puolakka and Pirttilä, 2018).
Total quality management- In this approaches main motive of the organisation is to satisfy
customers. Furthermore, it mainly focus on improve and maintain the quality. This system help
the organisation such as Mark and Spencer in creating long term success for their business by
including the employees or workers from the upper to bottom level. It satisfy the customer by
focusing on the quality improvement. The understanding of operation management is incorporated
with various bus9ienss function which help the company to accomplish their goals by focusing on
total quality. In context of Mark and Spencer their all such type of decision are based on relevant
research and facts to satisfy the quality's requirement.
 Role of leader- It is analysed that the leader play vital role in total quality management.
They overlook toward the total quality and by managing their follower effectively. Leader
tend to give guidance or instruction to their followers and acknowledge them about whom
they will report to get certified or standard product according the customer's demand.
 Role of manager- It is founded that the manger handle overall performance in the
organisation. Manger resolve the issues by focusing on conflicts resolution. In the

company, the manger are accountable for effective research on the external and internal
elements as they influence the business function such as the process of production in Mark
and Spencer (Souza, Schumann and Nappi, 2018).
P5 Value operation management to achieve business objectives
There are some importance of the value chain management in context of Mark and Spencer
are mentioned below:
 Inventory and the logistic management- For the business organisation, it is vital to focus
to focusing on the company's inventory system. They requires to fulfil the customer's
demand by providing them chosen products and services. In relation to Mark and Spencer,
the department of their operational management should focus on logistic management and
should contain a good amounts of the inventories in order to match the requirements of
customers to satisfy them.
 Work standardisation- It is a helpful process which is under taken by the business
organization to provide their product or service to customer for future reference. Therefore,
it is good to design this process with logical steps and begin to standardising the company's
work process in its overall efficiency. In case of Mark and Spencer, the company design
their work standard in a manner which enhance their organisational efficiency and promote
their working standard (Tortorella and et. al., 2019).
 Raw material to finished goods- Operational management of the company primarily
focuses on conversion of the raw material to final products or services so that company's
brand become able to provide expected satisfaction to the customers. In context of Mark
and Spencer, they improve their supply chain management in the organisation so that the
final product or goods can be reached to their target audience.
 Continuous improvement- The operation management have a vital role in the overall
performance of the company. It happens by considering internal conditions and looking
whether they have right employees in right roles. In relation to the Mark and Spencer, the
operation management backed changes including reduction in the number of item or
products they are selling and shifting facing to the high performing product. The other
method of improvement is the customer feedbacks for their product in order to determine
roots of their problems or issues they are facing.

 Controlling and distribution system- For the business institutions it is necessary to
maintain and monitor their supply chain management that aid in the delivering of their
product on time. In relation to the Mark and Spencer, its operational department take care
their distribution system which make enable them to deliver products or goods within
given time period.
 Scheduling management- In operational management, it is a fundamental aspects theta
employees appropriate the product circulation. In context of Mark and Spencer, the manger
gives effective training to its workers to that they become able to utilize the available
resources in order to meet the deadline effectively.
M3 How leader and mangers improve the efficiency of operational management
It is determined that manager and leader play important role in the organisation both of
them work to build the company's efficiency. A leader improve efficiency by motivating
employees tow work hard and encourage them in most productive way. While a manger improve
the company's efficiency by using different approach of the operational management such as total
quality management and six sigma etc. these approach used by the manger as well as leaders. It
also reduce the wastage of material.
P6 Factors that impact the operational management and decision making by leaders or mangers.
The business environment is very flexible that consisting with several elements which
impact the organisational operation management. A business always look to deliver their best
services that is very helpful in the economy's development and business profitability. The decision
related to product development, distribution and packaging and cost effectiveness are taken in
consideration of the business environment. In context of Mark and Spencer, there are some factors
which effect tits decision making and the operation management are mentioned below:
 Corporate social responsibility- It refers to social practices of the business organisation
which serve in the favour of society and that give a positive impact on the society to offer
goods and services. The organisation should be concern for the stakeholder interest,
society and environment during the decision making process such as producing products at
a frequent level which arise exploitation or wastage of the plastic materials that enhance
their carbon emission. All these activities should be controlled by the Mark and Spencer in
order to avoid negative impact on the society and develop the environment effectively
(Zaccaro and et. al., 2018).

 Culture- This components play a vital rile in the business origination as it analyse the
internal environment of a company. The culture include employee's diversity, religion,
perspective, background and many more. All these can impact the company's objective
during the team work. Mark and Spencer need to make the culture values at work place in
order to reduce communication barriers, effective teamwork and many more which helo0p
them to improve their relationship with the employees within organisation.
 Sustainability- The business organisation is considered as a corporate body which
undertake the social interest as their top priority. The term sustainability describe act of the
manufacturing those products which are e co friendly and not ageing the environment.
Mark and Spencer, produce that type of products which are environment friendly and do
not harm the environment. Because now its customer are very careful about their health.
So now they are demanding such kind of product which are very useful for their health as
well as for the environment.
 Business ethics- Ethics refers to the practice of describing what is wrong and what is right
for a particular organisation. Ethics policies must be framed in away such that it favours
the motivation and morale of employees. Violating ethics may lead to dissatisfaction
among employees. The Mark and Spencer work with their ethics (Van Wassenhove,
2019).
M4 examine the factors impacting business environment
It is analysed that there are several types of factors which impact the operational
management and decision making process of leader sand manger in the organisation. The elements
that impact decision making are include business ethics, corporate social responsibility,
sustainability and many more. All these factors are very crucial for the company to improve their
image in the market. It is important for the Mark and Spencer to work in ethical manner in order to
deliver positive impact on community, stakeholder and its employees. By using the available
resources and minimizing wastage the respective company can deliver a significant effect on the
business.

CONCLUSION
From the above report it is concluded that the manger and a leader are two different aspect
of any organisation. They sounds similar, but both of them have different functions and role to
play in the business. Leader can only direct their team and motivate them to attain their goals.
Whereas the manger oversee all the business operational activities from hiring to rewarding the
workers. The operational management is very essential part of the organisation as it focus on the
improvement of company's efficiency. It include several approaches such as six sigma, total
quality management, lean operational management and many more. The business is get influenced
by different factors within the business environment and these elements impact on the operational
management and decision making process of the company. It include the corporate social
responsibilities, business ethics, culture, sustainability and many more. Therefore, it is essential
that every business become responsible towards their social responsibility to survive and work
efficiently in the market.

REFERENCES
Books and Journals
April, K. and Dalwai, A., 2019. Leadership styles required to lead digital transformation. Effective
Executive. 22(2). pp.14-45.
Brandon-Jones, A. and Slack, N., 2018. Operations and Process Management. Pearson.
Chen, Y., Zhou, X. and Klyver, K., 2019. Collective efficacy: Linking paternalistic leadership to
organizational commitment. Journal of Business Ethics. 159(2). pp.587-603.
Cook, A.S., Zill, A. and Meyer, B., 2020. Observing leadership as behavior in teams and herds–
An ethological approach to shared leadership research. The Leadership Quarterly. 31(2).
p.101296.
Jain, P., Duggal, T. and Ansari, A.H., 2019. Examining the mediating effect of trust and
psychological well-being on transformational leadership and organizational commitment.
Benchmarking: An International Journal.
Jensen, U.T., Moynihan, D.P. and Salomonsen, H.H., 2018. Communicating the vision: How face‐
to‐face dialogue facilitates transformational leadership. Public Administration Review.
78(3). pp.350-361.
Joo, Y.H., 2020. The effects of distributed leadership on teacher professionalism: The case of
Korean middle schools. International Journal of Educational Research. 99. p.101500.
Li, G. and et. al., 2018. The curvilinear effect of benevolent leadership on team performance: The
mediating role of team action processes and the moderating role of team commitment.
Personnel Psychology. 71(3). pp.369-397.
Li, N., Huang, J. and Feng, Y., 2020. Human performance modeling and its uncertainty factors
affecting decision making: A survery. Soft Computing. 24(4). pp.2851-2871.
Niazi, M.K.S. and Malik, Q.A., 2019. Financial attitude and investment decision making-
moderating role of financial literacy. NUML International Journal of Business &
Management. 14(1). pp.102-115.
Notz, P.M., 2020. Explainable Subgradient Tree Boosting for Prescriptive Analytics in Operations
Management. Available at SSRN 3567665.
Oc, B., 2018. Contextual leadership: A systematic review of how contextual factors shape
leadership and its outcomes. The Leadership Quarterly. 29(1). pp.218-235.
Pekkanen, P., Puolakka, T. and Pirttilä, T., 2018. Analysing courts as a professional service
operations management environment. International Journal of Services and Operations
Management. 29(3). pp.332-358.
Souza, J.C., Schumann, A.W. and Nappi, M.L., 2018, December. The Importance of Architectural
Design in Disaster Mitigation Involving Crowds. In International Conference on
Production and Operations Management Society (pp. 87-95). Springer, Cham.
Tortorella, G. and et. al., 2019. Leadership behaviors during lean healthcare implementation: a
review and longitudinal study. Journal of manufacturing technology management.
Van Wassenhove, L.N., 2019. Sustainable innovation: Pushing the boundaries of traditional
operations management. Production and Operations Management. 28(12). pp.2930-
2945.

Zaccaro, S.J. and et. al., 2018. Leader individual differences, situational parameters, and
leadership outcomes: A comprehensive review and integration. The Leadership
Quarterly. 29(1). pp.2-43.