Total Quality Management and Six Sigma Approach

The provided assignment delves into the realms of Total Quality Management (TQM) and Six Sigma Approach, highlighting their respective methodologies and practical applications. It begins by explaining the Total Quality Approach, followed by an illustration of its key components. The Six Sigma Approach DMAIC Process is then detailed, showcasing how it improves processes through five stages: Define, Measure, Analyze, Improve, and Control. The assignment also references various studies and research papers that discuss the role of managers in implementing corporate social responsibility and the impact of human resource management on environmental performance.

Management and Operation

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduction of organization and its management structure ...................................................1
2. Roles and characteristics of leaders and manager ..................................................................2
3. Difference of managerial function and leadership roles by applying theories........................2
4. Roles of leaders and function of manager apply in different situation...................................3
5. Apply management and leadership theories ..........................................................................4
6. Strengths and weaknesses of different approaches.................................................................4
7. Conclusion and recommendations..........................................................................................5
TASK 2 ...........................................................................................................................................5
1. Operation management and key approaches...........................................................................5
2. Roles of managers and leaders in managing operations.........................................................6
3. Importance and values of key approaches to operations management...................................6
4. Improving efficiencies of operational by manager and leaders..............................................7
5. Impact of external environment on decisions by leaders and managers ................................8
6. Critically evaluation of application of operation management to manage factors .................8
7. Conclusion and suggest recommendations.............................................................................9
CONCLUSION................................................................................................................................9
REFERENCES .............................................................................................................................10

INTRODUCTION
Management assists for achieving goals, optimum utilization of resources, reduce costs in
organization. It leads to better economical production effectively. On the other side, operation
management is focused on production of goods and services in the organization. Management
and operations is improtant for overall company (Caniani and et.al., 2015).
The present study is based on M&S. It is multinational retail company which specialises
in home products, clothing and luxury food goods.
This report will define introduction of organization and its management structure. It will
explain that roles and characteristics of leaders and manager. It will apply managrial function
and leadership thoery in different theories and approches .
TASK 1
1. Introduction of organization and its management structure
Mark and Spencer group plc is major British multinational reatilers in London. It was
founded by Michael Marks and Thomas Spencer in Leeds. M&S currently has 979 stores across
the UK including 615 that only sell food products. Company made its reputation with the policy
of only selling British made goods. It entered into long term relationship with British
manufacturer. They are selling clothes and food products under St Michael brand.
Management Structure:
M&S follow flat structure of thier organization. It has upper level management between
exceutive level and front line workers. Flat structure is created management and productive
employees and empowering to make decision. Interaction happen more easily between upper
managers and baseline workers, allowing for more rapid changes and problem resolution. This
sturcture remove surface of middle management which is allowing entire company to be more
productive and speeding up delivery and decision making procedures. With the help of flat
sturcture, it enhance productivity. M&S using flat structure can experiences leaner budgets by
removing costly middle management salaries.
The benefits of this shape is greater communication with manager and employees.
Organization use flat structure by setting up each division for maintaining corporate control and
final approval on decision at the exceutive level.
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2. Roles and characteristics of leaders and manager
Leaders: Leaders are respresentative of organization. A person who is setting up
direction and giving guidance for their subordinates. Leaders influnces group of people towards
achievement of goals. He\she helps followers in making strategy to achieve goal and possess
good judgement along with qualities such as motiavting subordinates, creating team and
innovation (Eisenberg,2017).
Managers: A Person who is responsible for managing of organization. Manager is
responsible for planning, direction, coordination, organization and control. Role of manager
depends on thier nature of work like top level managers are held responsible for vision and
mission of company. Manager is an essential link between frim and shareholders that is
employees, customers, society, organization, suppliers etc.
Compare between leaders and manager:
Difference Leaders Managers
Aim The aim of leaders is growth and
development of employees in
M&S.
As compare to leaders, aim of
manager is attainment of required
result.
Stability Leaders are representative of M&S
(Metz and et.al., 2017).
As opposed to leaders, manager is
more stable in M&S.
Concern Their concern is group goals and
members satisfaction.
Besides that, their concern is
organizational gaols.
Functions Leaders influences people to work
willingly form group objectives.
In contrast, manager is performing
five function of management.
3. Difference of managerial function and leadership roles by applying theories
Contingency theory: This theory asserts that when manager make decisions and take into
account all aspects of current situations of M&S. With the help of contingency theory, manager
is able to sovle probelms in M&S. This approach provides insight into adaptability to both
internal and external enviornement. Leaders are giving guidance to their followers for involving
in business activities. There are three factors includes such as relationship between leaders and
managers, degree of task structure and positions power of leaders.
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Sytsem theory: This theory is interdisciplinery study of systems regarding nature of
complex systems in nature, society and science. It is frame work by which one can investigate
and describe any group of objects. Manager follow this theory for managing systems of
organization. System theory has a siginificant effects on management and understanding
organization. It is a collection of part unified to accomplish overall goals.
Scientific theory: It is also called as classical management theory. This approach is based
on values that employees only have physical and economic needs. Managers follow this theory
for defining roles and tasks of employees. Scientific concept focused leadership, decision making
and profits maximization. With the help of this theory, leaders provides training for their
subordinates.
4. Roles of leaders and function of manager apply in different situation
M&S faces many situation related to employees requests, budget cuts, valued members
leaves company, interpersonal conflicts. Manager and ledaers make efforts on solving these
issues in organization.
Employees requests: Manager is handling employees requests relating time off, raising
pay, promotion, adjustment to responsibilities. Manager take decision fairly for employees
benefits. Leaders do not take decision for this situation. Company policies helps to approve
requests in consists manners (Winston, 2018).
Interpersonal conflicts: Team working always have conflicts whether little or small.
Manager solve this situation as conflicts resolution experts. They are seperatley communicate
with employees and understand the issues. After that, they are taking decision and solving
conflicts at M&S. leaders are adjusting team and work location for resolving fight between team
member.
Valued member leave company: Employees trunover is always difficult on managers. It
is bad situation that value member are resigned of company. Manager is keeping morale high
among remaining employees and step to take responsibility. Managers are also discussing
regarding this situation with leaders of M&S. They are also disscussing the reasons and take
decision relating for employee retention (Huang and Feeney, 2016).
Budget cuts: Manager face budget cuts situation in organization. Manager also make
efforts on reduce waste and inefficiencies in the department. In order to that, thye are considering
cutting staff in department. There is no role of leaders in this situations.
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Decision making: It is big situstion faced by manager and leaders of M&S. Managers are
implementing methods for making decisions of company. Leaders are making decisons regarding
to effective team work. They are creating inspration of emplyees for involving in decision
making process (Salazar and Lant, 2018).
5. Apply management and leadership theories
Situational leadership: It is an adaptive leadership style. This approch encourages
leaders to take stock of team member. This theory helps to develop individual and wokrgroups.
Situational leadership theory is creating proactive problems solving, raising retention and growth
and sustainble perofmance of M&S. Leaders are making decisions for supervising of thier
followers. There are four style are categarised such as directing, coaching, supporting and
delegating.
Systems leadership:It implies more callective act from people in multiple organization
and variety of level. This leadership enable leaders to create situations where employees are
wokring productively with their potential. It uses principles about human behaviour to develop
models of goods leadership, organizational strategy and system design and social process. This
theory helps to grwoth and sustainable performance of M&S.
Contingency leadership: This theory emphasizes that appropriate leadership style using
in correct situations. This theory is buliding up relationship between leaders and members,
explaining task structure and position power of leaders. This theory helps in growth and
sustainable prformance of M&S. This theory helps for building up relationship between leaders
and team members.
6. Strengths and weaknesses of different approaches
Situational Leadership: It is simple and easy to use by leaders in organization. Leaders
are using this theory in different situations of organization. The strength is easy to understand
and applied in different context. Weakness of this approach is divert attention away from long
term strategies and politics. It is hard to define commitment is conceptiualized at workplace. This
theory is not considered communication, priorities and other culture (Bull and et.al.,2016).
System leadership: The advantage of this theory is increasing adaptability of company to
environment changes. It is dynamic of leadership. This theory focuses on accomplishing goals of
company and individual. It provides good basis of control. The disadvantge of system leadership
is not defined the nature of inter-dependence. It is complex leadership in organization.
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Contingency leadership: The pros of this theory is building relationship between leaders
and team members. This theory reduces amount of expectation from leaders. It focuses on
matching leaders to task (Bahmani-Firouzi and Azizipanah-Abarghooee, 2014). It is used to
create leadership profiles in M&S. The cons of contingency approachat is not leadership
devdelopment process. This theory leads to overall ineffectiveness of entrie company. This
theory is not helping for career growth and sustainable prformance.
7. Conclusion and recommendations
From above, it can be concluded that M&S follow flat structure in thier organization.
Company's leaders and managers play role in different situations of organization. There are
different approaches in which managerial function and ladership roles are important. It can be
concluded that strength and weakness of ledaership and management theories.
Leaders of M&S should follow different ledaership styles for growth and sustainable
profrmance of company as well as themselves. Managers should apply different approaches for
solving situation in company. These theroies should helps for growth and sustainable
performance of M&S. Therefore, manager should follow various concept at workplace.
TASK 2
1. Operation management and key approaches
Operationa managment is area of management concerned wiht desiging and controlling
the process of production. It also redesinging business operation in manufacuring of products and
services. In includes responsibililty of ensuring that business operations are efficient in terms of
using resources as needed (Kerzner and Kerzner, 2017). It is responsible for effective in terms of
meeting customers requirment. It is concerned with arraging whole production system in M&S.
Key approches to operation management:
Total Quality management(TQM): It describes a management approch to long term
success through customers satisfaction. It uses strategy, data and effective communication to
intergrate quality discipline into culture and activities of organization. TQM is divided into four
categories such as plan, do, check and act. It is foundation of activties which includes such as
improving quality, team, decrease goods and services costs, involvement of employees (Md.
Ashikuzzan, 2013).
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Lean Approach: Lean approch helps for improving efficiencies of operation in
production process. This theory is maximizing value that its products and services to the
customers. It is systematic approaches is consisting in identifying and eliminating waste and
inefficiencies in operation to maixmize the added value (Anderson and et.al., 2018). Lean
approach helps to decrease in lead time and increase in productivity of M&S.
2. Roles of managers and leaders in managing operations
Role of manager:
Management of resources: Manager play role for managing both raw material and
personnel. Oversight of inventory, purchasing and supplies is central to job. Human resources
tasks includes determining needs, hiring employees and planning staff development.
Financial Management: Operation manager play role in budgeting, controlling costs and
keeping organization on tarck financially. Management of supply chain helps minimize costs of
production. They use method such as costs benefits analysis to improve efficiency (Salazar and
Lant, 2018).
Setting Goals: Operation manager is setting goals and objectives of M&S. Thye are
establishing policies for many department in organzation. Duties of operation manager includes
sales forecasting and planning of sales promotion.
Role of leaders:
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Illustration 1: Total Quality Approach
Source:(Total Quality Approach, 2013)

Supply Chain management: Operation leaders play important role in supply chain
management and success of company. Thye are working to design and execute supply chain
strategies that maximizes productivity, reduce risk and effectively respond to fluctuation in
demand.
Maintaining Team: Operation leaders play role in maintaining healthy and motivated
team. They are identifying when team member is struggling to meet performance goals and
addressing sensitive issues (Jones Christensen, Mackey and Whetten, 2014). Leaders need to
make sure that thier management team is giving information of individual.
3. Importance and values of key approaches to operations management
Importance of operation management:
Improving productivity: Operation management is important for improving productivity.
The ratio of input to output is termed as productivity. It provides a measure of efficiency of
manager and employees.
Utilization of resources: In operation management, there is optimum utilization of
resources leading to big profits of M&S. It plays important role in handling issues like design
and maintenance of system used for production of goods (Bolden, 2016).
Improving quality: With the help of operation management, company is able to make
good use of resources such as labour, raw material, money etc. It involves similar management
for every industry. There are many significant elements such as planning, organizing, staffing
and directing.
Value of key approaches:
Six Sigma Approach: It is methodology for improving quality of operation management
by removing mistakes and fault, decrease cost and saving time (Rastogi, 2018.). The value of six
sigma approach is developing short term projects with specific goals. This theory is focus on
process improvement. It creates infrastructure to support success.
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Lean Approach: This approach helps for effective operation management. This theory
assists in reducing time, reduce total costs and remove waste. This theory is beneficial for
operation management in M&S.
4. Improving efficiencies of operational by manager and leaders
Quality Improvement: Manager and leaders are improving quality of operation. They are
following different techniques and methods of managing efficiencies of operation. With the help
of quality improvement, manager is meet objectives and goals of M&S.
Using technology: Operation manager and leader use different technology for improving
efficiencies of operation of company. With the help of technology, manager is meet business
objectives (Winston, 2018). Using better technology, manager is ensuring for effective operation
of company.
Implement Approach: Manager is able to implement appropriate approach for improving
efficiencies of operation of M&S. They are adopting continuous improvement theory for
betterment of operation. With the help of this approach, manager make efforts on improve
efficiencies of operation.
Safety performance: Manager is able to measure safety performance in organization.
With the help of safety, they are improving efficiencies of operation (Huang and Feeney, 2016).
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Illustration 2: Six Sigma Approach DMAIC Process
Source: (Six Sigma Approach DMAIC Process, 2018)

Manager and leader make appropriate decision regarding safety in M&S. Through, safety
performance of operation, they meet the business objectives.
Inventory management: Manager is ensuring that effective arranging inventory in
organisation. With the help of managing inventory, manager is able to improve efficiencies of
operations of M&S. Through operational efficiencies, they are able to meet business objectives.
5. Impact of external environment on decisions by leaders and managers
There are different external environment which impact on decision of leaders and
managers.
Political Factor: Government regulates free trade policy for business which influences
on operation of M&S. Due this policy, company is reducing in sourcing costs. Modification of
taxation policy and changing government effects on operation of company. Government
regulating other operating laws for retailers. Political factors impacts decision-making of leaders
and managers relating to government policies and regulation (Bull and et.al.,2016).
Economic Factor: Due to currency impact and competitor;s pricing that are impacted on
operation of M&S. Operations of M&S affected by discounted pricing. Company is focused on
high quality for customers satisfaction. Financial crisis directly affected on operations of M&S.
These components effect leaders and managers decisions relating to pricing of products.
Social Factor: Customer demand, fashion, trends are included in social factors. These
elements are directly impacts on operation of M&S. Company is focused on organic and green
produce which brands to push (Anderson and et.al., 2018). These elements also affects decisions
made by leaders and managers regarding customer demand and supply etc.
Technological Factor: Changing in technology is directly impacts on operations of
M&S. Company is adopting innovation in operation by using recent technology. Firm also
focused on online selling and mobile commerce. Technology factors impact on decisions made
by manager regarding internet and innovation in practical application.
Legal Factor: Changes in laws and regulation regarding health and safety, consumer
protection and labour (Bennett and James, 2017). These elements are directly affects on
operation of M&S. Any of labour complaints and consumer related issues that are impacted on
overall company.
Environmental Factor: M&S is also focused on sustainable goods and environmental
friendly. Company affected by strict regulation relating to environment and consumer pressure
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on ethical green practices. These elements effect decisions which are made by leaders and
managers regrading environment regulation.
6. Critically evaluation of application of operation management to manage factors
Operation management applications helps to manage different external factor which are
impacted on wider community environment. There are many applications of operation such as
develop capabilities, cloud competencies, trend analytics etc. In this critically evaluation, cloud
competencies is saving costs and strong control of virtual environment.
In order to that, political factors impact negatively in terms of trade policy, changes in
government on operation of M&S. In critically analysis, technological factor positively impacts
relating to innovation in technologies in operation of M&S. In contrast, legal factors also impact
negatively on operation of company in terms of consumer protection and labour. These factors
are impacted on broad people environment of company.
7. Conclusion and suggest recommendations
From above operation management is important of M&S and its key approach.
Company's leaders and managers play separately role for managing operation for improving
efficiencies and to meet objectives of business. M&S operations and leaders decisions affected
by various external environment factors. Company is used many applications to manage factors
which also impact on wider community environment.
Operation manager and leaders of M&S should adopt application of operation
management for managing factors which impact on wider community environment. They should
also follow different key approaches to managing business activity for achieving goals on M&S.
They should take all responsibilities for managing procedures of M&S for future improvement to
organization.
CONCLUSION
This report summarized that M&S follow flat structure of their organization. It can be
concluded that various roles played by leaders and managers for solving different situation. It
can be discussed that different approaches in which managerial function and leadership roles are
important. It can be concluded that strength and weakness of ledaership and management
theories.
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Furthermore, report completed that various key apporaches to manage operation of M&S.
It can be concluded that Company's leaders and managers play separately role for managing
operation for improving efficiencies and to meet objectives of business.
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REFERENCES
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Paillé, P., Chen, Y., Boiral, O. and Jin, J., 2014. The impact of human resource management on
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