Management and Operations Report on Marks and Spencer (Doc)

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
P1 Define and compare different role and characteristic of manager and leader.......................3
TASK 2............................................................................................................................................5
P2 Role of a leader and function of manager in different situational context.............................5
P3 Different theories and models of approach ...........................................................................6
TASK 3............................................................................................................................................7
P4 Key approaches to operations management and role of leaders and managers ....................7
P5 Importance and value of operations management ................................................................9
TASK 4 .........................................................................................................................................10
P6 Factors which affect decision making and operational management by leader and manager
...................................................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Management and operations is present in every business whether small,medium or large.
It starts with planning,organising and directing on the ground of production,manufacturing,and
services. Operation department has the duty to ensure that inputs get converted correctly into
output. Input refer as raw material,equipment,technology and human resource(Brandon and et.
al.2016).
Marks and Spencer was a British multinational retailer whose headquarter situated in
Westminster,London. The company is founded by Michael marks and Thomas Spencer in 1844.
It deals in clothing, luxury food and home products. M&S has currently 979 stores across UK in
which 615 only sell food products.
This report states about the different roles and characteristics of manager and leader
which help M&S to achieve its objectives and improve the performance. It also tells how manger
and leader should behave in different situations. It assist business with different approaches used
by the manager for effective operation working. Also light on the factors which affect the
operations of the business.
TASK 1
P1 Define and compare different role and characteristic of manager and leader
Marks and Spencer is a retail enterprise which aim is to provide high quality products to the
consumer. To available goods to large numbers they open multiple stores at various places. it is a
effort of two friends Michael marks and Thomas Spencer.
Leaders : Leaders are the person who directed followers for the goals of the company. They have
a mission on the basis of which activities are allotted to employees (Pihlainen Santtila and et. al.,
2016).
Leader is required at every department of the organisation to perform operations. He or
she is responsible to motivate and guide the individuals so work can be fulfil on the time. Leader
make policies and strategies for business objectives. Goals can be achieved by performing
multiple action like innovation,creating team and it establish relation between followers.
Role of leader in the arrangement are as follows-

 Direction: Marks and Spencer leader establish vision and provide the path through which
organisation can achieve goals. Different managers of various department of enterprises
are guided towards vision.
 Motivate: M&S leader motivate the followers by satisfying their needs and wants and
also kudos for the good work. It is not necessary that motivation always in the form of
rewards it can also be done by patting a back (Li ,Chen and Qiu,2018).
 Adjust people: M&S leader duty is to provide the responsibilities to followers on the
basis of their knowledge and capabilities. They align the worker in a way which can
furnish appreciation to them for a work.
Characteristic which leader should have in his personality
 Passion: Leader should passionate about the work which he or she is doing otherwise
business not able to achieve success. He or she should always excited about a new project
for which they always comes with new ideas and suggestions.
 Committed : It is very important part of leader personality which help him to fulfil his
and company's dream. Vision can't be achieve in one night it require convincing power
and commitment when things become difficult.
Manager perform all managerial activities or function in the enterprise which are
planning,organising ,directing and controlling. He or she has the responsibility of hiring or firing
the followers. Organisation consist of different types of manger which are functional
manager,top level managers,marketing managers and project manager who belongs to various
department of the enterprise. These persons have the duty according to the post there are
handling like functional manager are accountable for marketing and sales,top managers are
responsible for making vision,mission,policies and strategies,marketing manager look after the
advertising activity of the commodity.
Role of manager in the business organisation are as follows-
 Planning: Manager of M&S plan the activities to execute the goals for the enterprise.
They make the plan how budget is provide to different department so that work is
perform within the limit (Ghetti Vittuari and et. al.2017).
 Resource allocator: Manager is responsible for allocating human,physical and monetary
resource to various department of the organisation. Setting a time or the expenditure
related to particular project depends upon the manager who is resource allocator.

 Entrepreneurial : As a entrepreneur, manager initiates and develop new product which
can improve organisation productivity. The manager should present new ideas so that
business can initiates towards new projects.
Characteristic which manager should in his personality are as follows-
 Patience : Manager should have deep understanding and awareness about the patience in
the context of client and vendor. Patience help to remain things in the control (White
2016).
 Honesty: It is required at every stage of the life wherever persons go. Honesty is on the
top among all the traits of manager. The person have the power to accept his mistake and
make efforts to rectify it.
TASK 2
P2 Role of a leader and function of manager in different situational context.
Leader and manager both are the important part of the organisation. They should know
how to behave in a different or adverse situation. Both of them have different nature according to
which they react in every situation of the enterprise. There actions are directed towards common
goal.
Conflicts: Disputes are present at every stage of the life. Some individual consider
dispute as a opportunity while other consider it as a problem. Conflicts are generally seen as a
opportunity because it grow business and the person who are related to it (Salnikova and
Schaffrath 2016). Managers believe that good working can be attained only if there is mutual
cooperation and coordination between the team towards goals. Manager of M&S always make
effort in avoiding disputes. Leaders of M&S consider dispute as a chance which is necessary for
proper functioning and operations of the business.
Innovation: Innovation make business to survive long and fight with the competitor. It
take product and organisation from declining stage towards growth and development stage.
Innovation is necessary for all kind of business after every few years to remain in the market.
Leader of M&S are ready and willing to build enterprise strong presence through innovation and
creativity. Managers are not involved in the innovation activity as they are have lot of burden of
regular activities.

Risk taking: Authority take the risk for the achievement of the goal. Risk is present in
ever enterprise whether small,medium or large (Bakalar,Baggini and et. al., 2017).
Big risk able to earn more rewards, while little risk provide small amount of profit.
Manager always resist from taking risk which was involved in creativity and new things. Leader
of M&S always adopt new techniques and methods without having fear of failure.
Authority : To fulfilling responsibility, authority is assigned to individual. Authority
should be used within the limit otherwise person have to face opposition from their subordinates.
Leaders are obeyed due to their charisma and their traits while the managers are followed on the
basis of position they are holding. Leaders are followed by employees with their heart while
managers are obeyed due to their terror in the undertaking.
Control: It is essential part of the business. Control is required to keep the check on the
business and the employees working. It save the business from the deviation by providing
effective measures. Manager of M&S believe that control is necessary to increase or stable
employee performance. While leader trust their employees that they are able to perform any
work which assigned to them.
P3 Different theories and models of approach
Every business face problems due to the internal or external environment or because of
both. It make compulsory for leader to adopt different leadership style at different level
according to uncertain situation (Wangand and Cullinan, 2015). Generally leaders adopt only
one or two which they think fit business. But successful leaders use mixture of various style to
make business grow. They use correct leadership style at correct time.
Good leaders adopt different leadership style for the best outcome. Successful leader are
not only efficient in one leadership style they are expert in various skills which help them to
work in the adverse situation. There are various leadership style which enterprise adopt in
different situations but under this only three are explained below-
Situational leadership: It is a style in which leader modify according to the conditions
for the development of employee and the enterprise. Leader change his style according not
employer have to adapt leaders style. Great leaders continuously adopting varied styles to get
best outcome. Business get succeed only when style was adopted by the effective leader. The
operations team of M&S can adopt this leadership style on different situation of the enterprise.
Situation of high cost can be handled or solved through situational leadership theory. For

example effective changes in fashion and trends can create complex situation in front leader of
Mark and Spencer. Therefore, it can create a complex situation in front of manager for the
effective implementation of appropriate solution. Thus, situational leadership approaches assist
in these kind of situations.
System leadership: It a style which leader adopt on the basis of vision and mission of the
organisation. New techniques and methods are follow on the enterprise on the basis of system of
the undertaking and the system is not change according to the new ideas (Hammill and Tanner,
2011). It can be used in formal or informal proceedings for the achievement of objectives of the
business concern. This method can be adopted in the M&S to manage all working conditions of
the firm. In Mark and Spencer, leader basically works to analysing organisational vision and
objectives in terms for the effective implementation of new strategies for its accomplishment.
Contingency leadership: This theory is founded by Fred fielder in the year 1958.
Modification is need to made in policies according to frequent situation. In business and the life
there are certain situation which are occurred suddenly at that time correct decision can help to
survive. This correct decision is selecting another strategy which was different from present
strategy. This strategy help to face adverse or uncertain situation which take place in day to day
life. By the help of this strategy marks and Spencer able to face unsure situation which arises
due to external environment. In terms of sudden changes, leaders requires to take appropriate
decision so that they manage organisational working approaches on its basis.
TASK 3
P4 Key approaches to operations management and role of leaders and managers
Operation management is an integral part of an organization which are used by many
companies and other business enterprise. The task of a operation management depends upon the
nature and the size of an enterprise, skills and experience. In general, it is a plan and smooth
communication. It also involves planning, organising, directing and controlling to increase
productivity and higher profit (TianXiao and et. al., 2016). There are different purpose of
management as well as various traits and characteristic or style of leadership which assist in
proper role by using different function of management in Mark and Spencer. Manager are
enough capable in planning strategies, policies, procedures and their analysis. There are mainly
three approaches of operation management are briefly describe as follows:

Six sigma methodology
This is an innovative and adaptive set which accelerate towards improving the efficiency
and effectiveness of business process. It is a systematic statistical tools and techniques which
plays a vital role to remove the defects and reducing changes. It main purpose is to rising activity
and also increasing customer satisfaction. In case of Mark and Spencer business firm, has
adopted this technique to improve their existing performance by reducing the wastage of
resources. This model consist of five phase, these are defined in below as:
 Define: This phase of six sigma, it assist in identifying project goals is a clear and
concise form of a content that are able to address all customers.
 Measure: In this phase of methodology, the data is recorded and metrics are used to
choose a path for effectiveness and helps to find efficiencies among people (Higgins,
Fitzpatrick and Dancho, 2015).
 Analyse: This portion of six sigma is generally focused on identifying all possible aspect
which are able to determine the root cause of an issue related to Mark and Spencer
company.
 Improve: In this phase of six sigma, the changes are crated to improve business
processes which are assist for better alignment with a business objectives. It is a point
where manager have knowledge about the cause of problem.
 Control: In this phase of six sigma, it is used to provide support and maintaining proper
actions to accomplish their targets by use of experts, past records, training and
monitoring plan carefully at the time of implementation.
Total Quality Management methodology
It is a set of management practices that is based on beliefs that a business enterprise can
build long term success by focusing on their quality improvement which are delivering customer
satisfaction. Total quality management is a series of ways to accomplish their pathway for
successful improvement by using different strategy, data and effective communication.
Just in time
This is a manufacturing of a production model in which items are created to meet
demand, not to created in surplus or in advance of need. It is an inventory strategy which
involves ordering and receiving inventory for production.
Role of leaders

 Support: A leader is a manager who entertain and invites support and cooperation of
workers. This can be done by hid intelligence, maturity and experience which provide
him in positive result (Chen and WuFu, 2012).
 Integrates individual goal to an organisation objectives: A leader through his traits
assist in reconciling personal goals with a business targets. This can be done by
influencing and willing to co-operate to attain business goals.
Roles of manager
 Resource allocator: It is an important role of manager to allocates his workers in time.
Managers are responsible for allocating human, physical and monetary resources that will
resultant to make effective decision.
 Innovation: A manager is a creator and innovator. He initiates and oversees new
products that will improve overall performance of a business enterprise. This guide them
to adapt changing environment factors.
P5 Importance and value of operations management
Operation management is an important tool in a business operation as it forms Mark and
Spencer by controlling system of operation (Kirezieva and et. al., 2013). This deals with design,
operation and improvement in a systematic approach which creates and deliver finished goods
and services. The major points of importance of operation management are as follows:
 Dynamic process: Operation management is an ongoing process for maintaining use of
resources such as labour, availability of raw material and many others which is similar to
every industry and company. This will assist Mark and Spencer to manage daily activities
and adjust customer demand and its productivity. The managerial practices formation as a
continuous part of management process.
 Improve overall productivity: This is en essential part to improve total productivity. By
using operation management focuses on available resources to achieve their goals. It
provides a measure of efficiency of managers as well as employees. This will enhance
cost production activity which helps in reducing employment turnover, strikes and so on.
 Optimum utilization of resources: This bring enormous profit to a business enterprise.
It will helps in sustaining resources for future needs. By reducing wastage of material and
resources Mark and Spencer able to produce profit that will assist them in near future. By

using minimum amount of resources it will bring effectiveness and efficiency to a
company.
 Decision making: The management and leadership plays a various role of manager and
leaders but works in same procedure to achieve their targets on time with the help of an
effective manner. This assist in controlling on the basis of comparing actual performance
with the standard performance of a business organization (Haddad and Mariño, 2011).
TASK 4
P6 Factors which affect decision making and operational management by leader and manager
Factors which affect operation management and decision-making are as follows-
 Global competition : Mark and Spencer is known for providing quality to the customer
at high price. There are many new emerging companies which give high quality cloths at
a low rate. The company have the fear of this company as they make all efforts to take
M&S market. Leader and manager of M&S can face this adverse situation by developing
good strategies and policies in competitive society. They deal in retail sector and serve
world wide customer's. Global competition make huge impact on the business and its
activities.
 Quality: Quality is very essential part of the business. It bring consumer satisfaction
towards the company. It make business to get separate from its existing competitor firm.
Due to this M&S company always want focus on the production of the commodity.
Along with this selected firm can easily maintain long term relations with various
domestic as well as foreign clients (Singh and et. al., 2011).
 Social responsibility:Every business have some social responsibility towards society
which they have to follow to come in the eyes of the client. Business ignore this in the
aim of increasing production and harm the nation. This kind of activity hamper the image
of the organisation and result sale decreases. The company can handle this situation by
taking support of their leader and manager.
 Technology : Continuous change in the technology affect the business survival and
growth. Manager and leader should update about the new technology so that they can
adopt innovation can be done in the business. Business need to make changes time to
time in their business structure to save undertaking from declining stage.

CONCLUSION
From the above reference, hence it is concluded that, operation management serves the
function of managing the systematic process of converting material, labour and energy into an
output source in form of finished goods and services. This part includes roles of leaders and
managers in part of developing global business strategies of Mark and Spencer business firm. Six
sigma is a process that includes measurement, improvement and determination activities. This
methodology is generally used to enlighten by skilled and trained managers. Hence, it is an
integrative functional areas of Mark and Spencer, with finance and marketing department.

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