Operation Management in Marks and Spencer

The assignment explores the significance of operation management in Marks and Spencer, a UK-based multinational retailer. It examines the roles of managers and leaders in operational management, introduces theories of leadership and management, and discusses the impact of external factors on the organization. The report also highlights the applicability of operation management techniques such as Six Sigma, Lean manufacturing, and Total Quality Management.

MANAGEMENT AND
OPERATION

INTRODUCTION
Operation management is the key activity of business that helps in managing process and
organising activities in systematic manner (Hitt, Carnes, and Xu, 2016). It is responsibly of
manager to ensure that operations are efficient and it can meet customer requirements. Present
study is based on Marks and Spencer (M&S) that is the leading fashion firm. It provides amazing
trendy cloths to buyers as per their requirements. Current assignment will define role of
managers and leaders. Furthermore, report will explain situational, system and contingency
leadership. In addition, key approaches of operation management will be described. In addition,
impact of external business environmental factors on business will be explained.
TASK 1
1. Introduction of M&S and its management structure
Marks and Spencer
M&S is the leading retailer that provides trendy cloths, home products to consumers
across the world. Michael Marks have established it. Recently entity has more than 979 stores, it
has generated revenue of 10.622 in the year 2017. Furthermore, operating income of company
was 690.6 million in the same year. M&S has employed 84939 employees worldwide. In
financial year 2018, it has recorded 10.70 billion profit that is 0.7% higher than previous fiscal
year (Marks& Spencer, 2018). The main agenda of enterprise is to expand its business across the
world and satisfy its consumers. Entity always ensure to provide high quality products to its
buyers so that they become loyal towards brand.
Management structure
Management structure is the hierarchy arrangement in business in order to conduct
operations smoothly (Haksever and Render, 2018). There are various kinds of structure: line,
functional, divisional. Marks and Spencer follows line structure. In this, each person has defined
clear role and responsibilities. This type of structure is very simple and it is easy to understand.
Responsibilities of each person are clear and each individual is accountable for fulfilling their
duties effectively. This structure gives benefit to business in order to manage changes in
workplace.
2. Role, characteristics of manager and leader
Leader is the person who has responsibility to lead all team members. Individual influences
people in team and make them ready to contribute well in achieving organisational objectives.
1

Manager is another important person in business who is responsible for controlling and
managing all the employees. Both managers and leaders have different characterises a role in
Marks and Spencer (Hitt, Xu and Carnes, 2016).
Criteria Leader Manager
Meaning Leader is the person who
influence decision of
subordinates so that they can
perform well in M&S.
Manager is the person who
manages all activities and
enhances coordination among
all functional units.
Orientation Leaders are people oriented
persons because they have to
take care of their team and
have to make them
comfortable in the workplace
Managers are task-oriented
people and they always
ensure that given task is
being completed within
specified period of time.
Conflict Leaders are responsible for
minimising conflict situations
in M&S
Managers have to avoid
conflict by implementing
negotiation strategy
Approach Leader’s role is to set direction Manager’s role is to make
2
Illustration 1: role of leader
source: ( the role of leader,2014)

for followers so that all
employees can follow
instruction in order to perform
task efficiently.
plan so that positive results
can be generated (Bromiley
and Rau, 2016)
Risk approaches Leaders takes risk in order to
improve existing business
practices in M&S
Managers implements risk-
averse approach for
managing constrains
significantly.
Focus Role of leader is to lead
people
Role of manager is to manage
group members in company
3. Difference between managerial function and leadership role
Managerial theory for managerial function.
For the better execution of managerial function managers of Marks and Spencer need
certain skills and this refers to the roles and responsibilities of managerial function.
Functions of management to play in organisation is to proper planning, organising,
directing and controlling so that effective work will get developed so the smooth business
operation.
FAYOLISM. FAYOL in his theory published six roles of managers that is forecasting,
planning, organising, commanding, coordinating, and controlling. Manager responsibility
is to supervise these works among employees with proper coordination between employees
(Walker and et.al., 2015).
Scientific management. Taylor in his theory research on 'How people work in
organisation'. Manager role regarding this theory is that managers has to hire employees
which are capable to work and perform and paying them depends on the amount of work
they do.
Leadership theory for managerial function
Leadership role is to set a clear vision in organisation, and for the achievement of that
vision motivating employee and guiding them to complete the task. Role of leader is to provide
proper guidance to employees of organisation. For example:- communication, motivation,
delegation, creativity, trust worthiness, etc.
3

Transactional leadership. It is known to be traditional theory which is used in some
situations. This theory used for short-term goal achievement. Manager role is to helping
employees to get back on the non- performing task and to develop new skills (Guha and Kumar,
2018).
Trait theory. This theory used to predict the success or failure of leadership in the
organisation. Manager role is to establish leadership style when necessary and recognise strong
leadership qualities in staff.
4. Role of leaders and mangers in different situations.
Role of manager.
Manager of Marks and Spencer has to maintain five basic functions to perform their
responsibilities.
Planning. This steps include what plan evaluated for achieving particular goal. Role if manager
is to decide what steps are taken accomplish the goals. When plan is ready manager role is to
perform that duties to accomplish the goals (Shalley and Gilson, 2017).
Organising. Another steps of managers is to organise the plan to team member which is
executed and assigning work according to plan.
Staffing. For the execution of plan manager needs staff so this process includes recruiting,
hiring, training and development of employees. Manager work with human resource department
to accomplish that goal.
Some more roles are there for managers of Marks and Spencer to perform like leading
and controlling. For example:- management has to seek and receive information from its
stakeholders which is beneficial of company, management also forward that information to
members via mails, message so that effective business operation took place.
Role of leaders. Leaders of Marks and Spencer is to guide and motivate employees for the
achievement of work goals (Cooper and Folta, 2017).
Motivating employees. Role of leader is to motivate employees of the organisation to
accomplishment of work by providing their needs and wants from organisation.
Set a clear vision. A good leader has the power to influence the employees of organisation to
understand and accept the work which is provided. Leader role if to influence them by clearing
vision and outcomes of their performance.
4

Certain more roles of leaders are there like guiding, building morale, etc. which is to be
perform by leader for an accomplishment of goals (Joglekar, Davies and Anderson, 2016). For
example:- leaders work is to get effective work from employees therefore, regular conducting of
training and development program helps them in developing motivation for employees.
5. Situational, system and contingency leadership theories
Situational leadership
There are many kinds of situations that take place in the Marks and Spencer company,
leaders and managers have to make changes in their leadership styles as per their requirement of
circumstances. This situational leadership explains that leaders are responsible for adjusting their
style in order to enhance working performance of employees in the company. This model
explains that there is no specific style that can be suitable for the company thus; leaders have to
make changes according to the circumstances (Sodhi and Tang, 2014).
System leadership
In Marks and Spencer, this leadership theory creates an environment where employees at
all level work effectively to perform the organisational objective. This leadership theory can be
used as tool to measure the peoples' behaviour in organisation. This theory makes an effective
system to work in an environment where all the peoples are motivated in their work which leads
effective organisational purpose (Rainbird, 2014).
Contingency leadership.
This leadership theory in Marks and Spencer company states effectiveness of leader in
particular situation, and what are the ways which handled the situation. Effective leadership is
not only defining style of leading but it also shows measures to control the situation. Three
relations are to be measured about leaders relations with members, completion of task and
procedure, and ability which met rewards and punishment (9 Differences Between Being A
Leader And A Manager, 2018).
These are the three theories which adopted by Marks and Spencer for managing effective
leadership in management which leads to completion of organisational objectives. For example:-
sometimes employees are not satisfied with the policies and strategies of organisation in which
they worked not accordingly to achieve business objectives. Therefore, role of leaders is to
develop effective communication with them so that they will able to fulfils employee
expectation.
5

Sometimes stakeholders will not satisfy with the policies and strategies of the
organisation. To retain them in organisation, management will have to disclose financial report
among them by which helps in satisfying stakeholders of organisation.
6. Strength and weakness of different leadership theories
Different leadership theories as explained above are situational theory, system theory,
and contingency leadership theory. This analysis is developed by Marks and Spencer so that
leaders of company improve their skills in accordance with theorise.
Strength and weakness of situational leadership theory.
Strength here includes that this theory best suited for organisation which prefers new
leadership challenges. As this theory is the mixture of both transformational and transactional
model so it is best suited for the organisation which has both introverts and extrovert’s
employees. Weakness in this theory includes constantly changing policies in organisation makes
difficult for leaders in implementation of work (Six Sigma, 2018).
Strength and weakness of system leadership theory.
Strength here includes that for measuring effective work behaviour of the peoples in the
organisation this theory is best suited. This theory makes a motivated environment for the
peoples who are working in the organisation. Weakness here includes that this theory is time
consuming as each and every individual work performance is to be measured.
Strength and weakness of contingency leadership theory.
Strength here includes that this theory enlarges the scope of understanding leadership on
singles and which is the best type of leadership in an organisation. It supplies data on style of
leadership which is useful in developing human profiles (Sodhi and Tang, 2014). Weakness here
includes inadequate literature that it is considered as unified because more limitations are there in
this theory.
Therefore, these theories are developed by Marks and Spencer leaders which helps them
in learning their job role and to effectively perform that job role in organisation.
7. Conclude impact of manager and leader’s working on organisation
Impact of manager in the Marks and Spencer organisation is the most significant impact
on performance. Manager is someone whose performance makes an organisational performance
a better one. Some impacts are as follows:
6

 Motivating. By regular meeting and training of employees manager motivates employees
to work hard which had a positive impact on the organisational performance (Bromiley
and Rau, 2016).
 Engaged employees with positive work environment. Manager has good relationship with
employees which helps in understanding the needs and wants of employees and by
fulfilling that needs they become motivated to work in business environment.
 Increase organisational performance. Managers by constantly motivating employees
increase the work efficiency of the employees which helps in increasing organisational
performance (Shalley and Gilson, 2017).
Impact of leaders in the organisation plays a very crucial from getting the best work among
employees. To achieve the set target and goal leader’s role is to get that work from the
employees.
 Leaders are not which seats in office and makes a report of performance their main role is
to fulfilling the employees needs which motivates them to work.
 Leaders are approachable when employee needs to understand the work leader role is
being approachable and makes work easy for the employees which satisfy them to work
hard.
TASK 2
1. Operation management and its key approaches
Operation management is the process of creating high level of efficiency in the
organisation by creating goods and services for the maximisation of profits. In Marks and
Spencer functions of creating operation management is to managing resources like equipment’s,
technology, information and other resources which is helpful in managing peoples. To achieve
the highest operating profits in the organisation operation management team tries to balance cost
of the entity.
Different key approaches of operation management are Six sigma, Lean manufacturing,
Total quality management (Rainbird, 2014).
Six sigma. Six sigma is disciplined approach which used to detect errors and defects by reducing
cost and saving time. Its implementation is costly but when this approach is applied it finished
properly.
7

Lean manufacturing. Lean manufacturing is done to eliminate waste for increasing profitability
in the industry. Main perspective of this approach is that it reduces unnecessary waste and
inventory in the production department and shortened the production cycle of company to speed
up the time to response (Sodhi and Tang, 2014).
Total quality management. This approach used to build long term relations with the customer
by providing satisfactory products and services which build success for the long period of time.
This approach can only be used by entity whose interest is to provide customer satisfaction for
which continuous improvement is to be needed between employees.
2. Role of managers and leaders in successful management of the operation
Role of manager in operation is to provide timely delivery of products and services of
Marks and Spencer and to turn the raw material into finished products.
 Planning. For accomplishment of goals manager’s role is to assign the responsibility to
complete the management operation.
 Organising. Managers role in operation management is to organise the plan which is
executed and that organisation must be ensuring that work in going in a correct manner.
 Monitoring. Manager responsibility is to ensure that the plan which is undertaken is
being carried out in way that objectives can be fulfilled (9 Differences Between Being A
Leader And A Manager, 2018).
 Directing. To guide the employees in such a way that their outcomes will achieve the
organisational objectives.
Therefore, managers of the Marks and Spencer organisation will develop this approaches
by which effective business operation will get developed in organisation and their work role is
also get improved in organisation.
Role of leader is to ensure that the work which is given to the employees is doing in a positive
business environment for effective organisational goals.
Interpret the positive environment. Leaders role is to ensure that employees cannot work in a
stressful business environment they ensure the positivity in the organisation so that effective
results can be obtained.
Formulation of winning strategy. Leaders role is to formulate strategies which provide
effective results from work which is done by the employees in the organisation. Leaders
responsibility is make strategies which is required at all level of management so that must be
8

winning strategies (Hitt, Carnes, and Xu, 2016). Therefore, leaders of Marks and Spence will
learn this approaches by which their work role will get improved and they will able to guide
properly to employees in achieving business objectives.
3. Importance of Operation management
Operation management plays an important role for the successful operation of business.
Its importance are:
 Daily activities in the organisation can only be run effectively when there is sound
operation management. It includes departments like engineering, finance, information
technology and marketing where operation management plays an important role.
Therefore, operation management is compulsory in Marks and Spencer organisation.
 It is also important for the improving overall productivity of the organisation.
Productivity gives the ratio of output to measure the efficiency of manager and
employees (Haksever and Render, 2018).
 Operation management helps in the maximum utilization of the resources which makes
company to earn more profits. In these employee’s efforts are used to convert raw
material into finished products and services.
 Operation management is useful in the marketing process of organisation. When new
marketing strategies are made by the company they need to focus on the operation of that
result that whether it comes up with profitability or not.
Therefore, managers and leaders of the Marks and Spencer will consider this importance of
operation management for developing effective management strategies in achieving business
objectives. For managers, operation management helps in developing effective marketing
strategies by which customers will get attracted in organisation.
To implement management operational strategies, leaders will effectively communicate
policies to employees so that better operation of work will get developed in organisation.
4.Effectiveness of manager’s role in order to improve operational efficiency
Business objectives of Marks and Spencer is to balance the work productivity managers
role is to make good environment which does not affect the needs and wants of the employees by
developing effective operation management in organisation. Importance of operation
management which played by managers of Marks and Spencer organisation are as follows- (Hitt,
Xu and Carnes, 2016).
9

Work with ambiguity - Managers role is to manage the changes which has to be there to
get back the team on track for non performing tacks. Manager role is to influence them to work
hard for the goal's achievement.
Creativity - Managers role is to find the solution of problems which makes their worker to
be creative in the organisation.
Planning - Managers role is to make plan which will provide effective benefits for the
future of the organisation. Planning here includes the plan which will provide more profitability
in the future.
Motivating others - Managers role is to motivate employees in such a way that employees
clearly accept the vision and mission of the future perspective.
Building effective team - Manager role here includes that by encouraging employees of the
company this gives management the better team work with proper coordination in the
organisation (Shalley and Gilson, 2017).
Strategic ability- Managers role here includes social skills of the managers by which they
can handle the customers, agencies, and other who work for the company.
These are the roles which played by management of Marks and Spencer in consideration
to improve their operational efficiency.
5. Impact of external environmental factors
Environmental factor which affecting the Marks and Spencer business are as follows.
 Political factor. Free trade policy in the company provides reduction in the cost
sourcing. Government taxation policy and changing policy is negatively affecting the
entity.
 Technological factor. Customers are now more focused with this factor because this
company is strongly present on the social media and online websites (Rainbird, 2014).
Paid partnership with secured branches where online payments and internal and external
factors of company are secured.
 Environmental factor. It is the first major firm in UK which is sourcing fresh milk from
assured dairy farms. This entity is also famous for the eco- friendly and sustainable
products available in the market for the customers (Joglekar, Davies and Anderson,
2016).
Corporate social responsibilities:
10

CSR responsibilities referred as broad array of strategies and operations practises which
company needs to develop in order to deal with numerous stakeholders and with natural
environment. Therefore, for the sake of business environment, leaders have to play important
role by which values, cultures and sustainability get maintained. For meeting stakeholders needs
and expectation, leaders must have to develop effective ethical work practises where employees
will provide mutual respect to each other and work in a team spirit. There must be an effective
contribution in fulfilling corporate social responsibilities by which stakeholders established for
long term basis.
Culture: CSR is based on the values which develop in company and its culture is known
for significant determinants of employee behaviour, team work, honesty and sincerity of
employees. This will help in achieving success of the business.
Values: effective core value is been developed with the help of CSR strategies where it
can be viewed as a way of conducting business which meets the expectation of stakeholders
through implementation and integration of ethical system in efficient sustainable manner.
Sustainability: CSR is known for commitment within organisation which develop to contribute
sustainable economic development where employees work with motivation and effective work
culture helps in improving lives of them which is good for business.
Ethics: Ethical practises in accordance with CSR will help in maintaining honesty,
integrity and for developing respect for each other. Effective ethical practises in business
encourage stakeholders to remain for long term which helps in developing and sustaining
entrepreneurship.
6. Application of operation management
Operation management in the company plays an important role to achieve the highest
level of efficiency available in the organisation. It is a process of converting raw material into
finished products. Therefore, its applicability in the organisation is also very important.
 Its applicability is important in doing marketing and sales of the company that to
recognise the needs and wants of new and existing customer so that it reach to every
customer.
 Its applicability is also important for the accounting and finance department where
collection of financial information is generated for operating in financial department.
11

 For gathering various inputs applicability of operation management is compulsory in an
organisation (Rainbird, 2014).
Some techniques of applying this operation management are Six sigma, Lean manufacturing,
Total quality management where Marks and Spencer entity can choose the method appropriate
for the organisation. By developing these factors, overall business operation of Marks and
Spencer will develop appropriately and mangers will able to meet future needs and goals of the
organisation. It also helps organisation in increasing their sales volume so that effective profit
will be generated in organisation.
7. Recommendations for future improvement
For continuous improvement in the Marks and Spencer organisation there are various
points which can be applied in the entity. Future improvements includes the techniques from
which company earn higher profitability. Some of the following techniques are.
Training and development skills - Managers of the company should have regularly
conducted the events which improves the development and learning skills of the employees
(Sodhi and Tang, 2014).
Planning and monitoring - Managers of the entity should regularly have to done
planning to execute the better future of the organisation and after planning the plan should be
explained to the employees so that they can clearly understand and accept the policies (9
Differences Between Being A Leader And A Manager, 2018).
Communicating within and outside the organisation - Entity should have to recognise the
target audience of the customer from which they can make strong loyal customer base.
CONCLUSION
From the above study it can be concluded that role of operation management in the
organisation is very important. In this report operation management of MARKS AND
SPENCER organisation is studied, the role of managers and role of leaders in doing operational
management is also to be studied in this report. After that theories of leadership and management
is also provided with the detailed explanations. Impact of external factor in the organisation and
the applicability of operational management is also studied in this report with the future
improvements of operational management.
12

REFERENCES
Books and Journals
Online
9 Differences Between Being A Leader And A Manager. 2018. [Online]. Available through
<https://www.forbes.com/sites/williamarruda/2016/11/15/9-differences-between-being-a-
leader-and-a-manager/>.
Marks& Spencer. 2018. [Online]. Available through < https://craft.co/marks-spencer>.
Six Sigma. 2018. [Online]. Available through <https://quality-one.com/six-sigma/>.
The role of leader. 2014 [online]. Available through <https://www.peoplehro.com/the-role-of-a-
leader/>
13

14