Management and Operations - Marks & Spencer assignment

MANAGEMENT
AND OPERATIONS

TABLE OF CONTENTS
INTRODUCTION....................................................................................................................... 1
TASK 1....................................................................................................................................... 1
1. Introduction and management structure of M&S.............................................................1
2. Roles and characteristics of a leader and a manager........................................................1
3. Functions of manager in various management theories...................................................2
4. Role of a leader and functions of manager in different situations....................................3
5. Importance of leadership theories for growth and success...............................................4
6. Strengths and weaknesses of leadership theories.............................................................5
7. Impacts of leaders and managers on the organisation......................................................6
TASK 2. Operation management of company and their various key approaches..........................7
2. Roles and responsibilities of manager and leader............................................................8
3. Importance and value of key approaches to operations management...............................8
4. The way managers and leaders effectively improve operational efficiency to meet business
objectives successfully........................................................................................................ 9
6. Critically evaluating how operations management manage factors affecting wider business
environment...................................................................................................................... 11
7. Conclusion and recommendations................................................................................. 11
CONCLUSION.......................................................................................................................... 12
REFERENCES.......................................................................................................................... 13

INTRODUCTION
Management Operations (MO) refers to control and design the production process of
goods and services. To improve productivity of business and efficiency of working people, MO
plays an important role. Marks & Spencer is the selected organisation for present report which is
a large retailer that deals in clothing, home furnishings and food products. It has many outlets
around the world. Given study will describe about the roles and characteristics of a leader and a
manager. Furthermore, it will show functions of manager in different situations of the
organisation. This report will also explain the impacts of leadership theories and importance of
MO. This study will explain the management structure of Marks and Spencer
TASK 1
1. Introduction and management structure of M&S
Marks & Spencer is one of the large retail organisations dealing in clothing, food, gifts
and home ware. It started with a slogan "Don't ask for the price, it’s a penny," in each of its
market. They have established many stores around the world among which 350 are simply of
food. Marks & Spencer, for selling of its products, used supermodels for a short period of time.
Because of its optimism, it has received huge praise. It has gained confidence for the design and
quality of its product in earlier time and also, it has faced a tough competition with other
growing firms.
Marks and Spencer follows a flat organisational structure in which they have the
functions of middle level management so that direct contact with the lower level management
can be established. To make more involvement of the workers in decision making process, M&S
has adopted this type of management structure. Through this, top level managers can make a
direct communication with the lower level management. Workers of lower level management
can be made easily understandable about the plans and policies of top level themselves. Also,
workers can easily communicate about their problems and suggestions to top level. This will
remove chances of misunderstandings and chaos in the organisation.
2. Roles and characteristics of a leader and a manager
Role of a leader
To achieve the organisation's goals and objectives, proper guidance is necessary to the
workers and this guidance is given by the leader of M&S. Leader is a person who leads his
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followers for better improvement of the firm. Leader gives positive result by using his own
intelligence and personality.
Role of a manager
Manager of Marks & Spencer is responsible for managing the activities of production.
The efficient and effective use of company's resources is determined by the manager. Managers
also act as a motivator who motivates their sub ordinates in achieving the determined objectives.
Managers are also helpful in increasing the communication level among all the employees of the
firm.
Characteristics of a leader
Character defines the true picture of a person. Leaders of M&S have a character of
positive attitude which is helpful in achieving goals of the organisation in an efficient manner.
They are well committed to their work for the organisation which is an inspiring tool for other
persons and their followers.
Characteristics of a manager
Manager of Marks & Spencer is a highly experienced person and is proving to be a
effective asset for the company. Managers have a quality of quick adoption of changes
occurring in the organisation and thus they are flexible to change. This quick adoption of
changes will lead to quick framing of decisions according to changes occurred.
3. Functions of manager in various management theories
Management theories refers to the guiding rules which guide the employees towards
achieving organisation's goals and objectives. These theories contain a set of general rules and
procedures which are needed to be followed by the employees. Scientific theory of management- This theory of Fredrick Taylor explain about the
improvement of economic efficiency and labour productivity. According to him, money is a
simple tool through which workers can be motivated. According to this theory, worker should be
paid on the basis of their efficiency. They therefore introduced “differential piece rate system”.
The managers of M&S have to check improvement of the workers on frequent basis. They have
to motivate their followers and give proper guidance to improve their efficiency so that they can
gain the advantage of this Differential Piece Rate System.
 Administrative theory of management- Henry Fayol is the founder of this theory.
According to scholar, the interaction of management with its people is explained in this theory.
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This theory is based on five basic elements which are planning, organising, commanding,
coordinating, controlling. Managers of Marks & Spencer commands their sub ordinates to work
according to the orders of top level management, to achieve the set objectives they try to
motivate them so that their efficiency and productivity can be improved. They also compare the
actual performance with standard performance and take necessary steps which are needed for the
improvement of performance of the workers.
4. Role of a leader and functions of manager in different situations
1. Planning- It is the first function of manager of M&S. For instance, the company has
to install a new machine, so the manager has to first make a plan for investing in machines, from
where to buy, give training to the employees and many more. Also, leaders of M&S has to guide
their followers regarding its usage and proper implementation.
2. Organising- After making plan, manager of M&S has to organise required resources
for new machines. Leaders have to communicate with the top level in organising the required
funds for new machines. Managers has to check purchase records and sales records for the
estimation of required funds.
3. Staffing- For example, M&S has to start a new venture in the retail industry,
managers has to make a plan regarding the number of persons required and then take interviews
and select the most appropriate candidate for the post. Leaders of M&S guide their followers in
making estimates for the required number of candidates and conducting interviews.
4. Controlling- Managers of M&S has to control the wastage of the resources in cases of
their misuse by their subordinates. Leaders has to direct their subordinates for working
efficiently without wasting the resources.
5. Directing- Managers of M&S direct their followers in achieving the determined
objectives. They take necessary steps for the improvement in the work of employees in case of
their dissatisfied work.
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5. Importance of leadership theories for growth and success
Illustration 1: Situational leadership
Source: (Situational leadership theory..2018)
 Situational Theory- is helpful in the growth and success of Marks and Spencer as it is
easy to understand. Leaders adopt style and increases the development of the employee which is
helpful in growth and success of enterprise.
 System Theory- For growth and development of M&S, system theory is helpful as it
gives a base for control and a lawful action plan which clearly determines work to do for the
employees. Activities are coordinated which each other which helps company to grow.
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Illustration 2: System leadership
Source:(Systems Leadership,2018)
Illustration 3: Contingency leadership
Source:(CONTINGENCY THEORY OF LEADERSHIP,2018)
 Contingency Theory- Through this theory, flexibility is achieved in the functions of
M&S. Leaders adopt their style according to the changing situations this is helpful in completion
of work along with overcoming the challenges.
6. Strengths and weaknesses of leadership theories
Situational theory
Strength- According to this theory, leaders of M&S working together to achieve the
organisations' objectives are more beneficial. Working together definitely gives positive results
to the company and this will increase the success of the company.
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Weakness- There are chances of building up of confusion, misunderstandings and distrust
in M&S as situations are constantly changing. Because of this employees' efficiency is
decreased.
System theory
Strength- Focus is made on multiple dimensions, through which uniformity is achieved
in M&S. Equality is made for every situations.
Weakness- Decisions get delay because of its impractical nature. One particular style of
working is not focussed in M&S.
Contingency theory
Strength- Opinions of employees of M&S are given importance. Flexibility in task
culture is achieved.
Weakness- Empirical testing is not possible for M&S and also proved to be complex for
practising.
7. Impacts of leaders and managers on the organisation
Impacts of leaders- Positive leaders helps to create a positive environment. Leaders of
M&S encourages their followers positively to work efficiently. This will automatically improve
their morale and they can generate better results for the company. As they are able to improve
their performance they gain trust of their seniors towards them and through this communication
level between them is improved. Through strong communication company's objectives are
clearly known to them.
Impact of manager- Managers of M&S influence their subordinates directly as they are
in direct contact with them. Managers motivate their followers to work efficiently for the
organisation. Motivated employees will give better result and productivity of the enterprise will
be improved. Training to the employees by managers is helpful in increasing the efficiency and
reducing the wastage of company's resources.
Both managers and leaders play a crucial role in improving the organisation's
performance. By motivating and inspiring followers to work with efficiency and productivity,
they are able to achieve goals.
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TASK 2. Operation management of company and their various key
approaches
Operation management of Marks & Spencer
Operation management is related to various management of operations which help the
organisation in increasing their productivity level.
The following are the various functions performed by Marks & Spencer in order to increase
their operational efficiency.
 Finance: Marks & Spencer ensures that the funds invested are properly utilised. For this
they make financial planning so that they can utilise their funds at the right place
(Jiménez-Jiménez and et.al., 2015). It helps them in satisfying their customers by
delivering them with higher quality products. Operations: These functions are performed so that proper management of all aspects of
organisation activities are covered. These aspects include planning, organising, directing
& controlling.
 Design of the product: M&S designs products which are related to current market trends
and demands of customers. They ensure that high quality products are being served to
according to customer's needs and choices.
Key approaches of operation management
 Six Sigma – This approach of operation management is based on improving process by
detecting various defects in existing process being followed in organisation (Landis, Hill
and Harvey, 2014). Tools of Six Sigma include define, measure, analyse, design and
verify.
 Total Quality Management – This approach lays emphasis on customer satisfaction by
involving all employees of the enterprise in improving their product level by providing
good quality products to their consumers. Through this approach, communication level
among employees can be increased and total involvement of all employees will be
improved. Products are made according to wants and choices of customers.

2. Roles and responsibilities of manager and leader
Roles and responsibilities of manager
1. Manager makes various strategies to improve operation management and to increase
efficiency of organisation which helps Marks & Spencer in utilising their funds at right
place.
2. It is the responsibility of manager to manage inter-departmental communications to
reduce conflicts and enhance the efficiency of operation management among the
departments. Manager of M&S have good communication skills which helps the
organisation in maintaining harmony among different departments.
3. Manager performs activities relating to planning, organising, directing and controlling.
Management operations provides assistance to M&S in increasing their efficiency level.
Roles and responsibilities of leader
 The main responsibility of team leader is providing motivation to team members in order
to boost their morale so that they can work efficiently towards organisational goals
(Bouazza, Ardjouman and Abada, 2015). M&S plays leadership roles by motivating their
employees through incentives, promotions, appreciation which increases the efficiency of
operation management.
 Leader is responsible to delegate authorities to those team members, who works
efficiently towards achievement of company's goal. M&S has distributed authorities to
various team member which perform duties on behalf of the team leader.
 Leaders act as a philosopher and guide by providing knowledge and experience to their
team member. Through operation management guidance is provided to employees to
work effectively & efficiently.
3. Importance and value of key approaches to operations management
Importance and value of six sigma
It assists in reducing errors by using various techniques of statistical analysis. This
approach of operation management is used under various industries to increase their efficiency
level. Six sigma produces the value as it helps the organisation in continuous improvement of the
product and services. It is important as the model will help the organisation in producing high
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quality products. It plays an important role in eliminating deviation and improving business
processes. These techniques help the organisation by reducing their operating cost.
Importance and value of total quality management
TQM assist in reducing cost for the organisation, if it is applied throughout the period. It
will help in increasing profitability for the firm. It produces value as it also helps in reducing
defect arising in any kind of product manufactured or services rendered. This will increase their
product quality and will attract more customers towards the M&S. Total Quality Management is
important as it helps in boosting the morale of their employees by involving them in success of
TQM. This will reduce employee turnover. It will also support in reducing cost of hiring.
4. The way managers and leaders effectively improve operational efficiency to meet business
objectives successfully
Manager’s role in improving operational efficiency
 Technology Advancement: - Managers can improve the operational efficiency of the
organisation by implementing ways which leads to technology advancement. This will
help Marks and Spencer in increasing their productivity level.
 Strategic planning: - Managers make proper planning and strategies in order to organise
things in proper ways. It helps in increasing the operational efficiency of M&S.
 Coordinating Communication: - It is the duty of managers to coordinate
communication process from one department to another in order to have smooth
functioning of the organisation (Turner, 2014). The communication process of
departments will be strong then there will be fewer chances of conflicts which will helps
the M&S in increasing their efficiency level.
 Training: - Managers of M&S provide proper training to their employees so that they
can increase their efficiency in order to achieve business objective of the firm. Training
help employees in gaining knowledge about various functions being performed in the
establishment.
 Quality enhancement: - Manager of Marks and Spencer ensure that quality of the
product should be enhanced so that customer are satisfied which will increase their
market share as well as increase operational efficiency of the company.
Leader’s role in improving operational efficiency
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 Team management: - Leaders of Marks and Spencer ensure that proper team
management should be maintained so that members of the team work according to the
instructions being assigned by the Leader and there are fewer chances of conflicts among
member.
 Motivation: - Leader provides motivation to their team member in order to boost their
morale so that they work as a team for attainment of common goal of Marks and
Spencer. This will provide assistance in increasing their efficiency.
 Open communication: - leaders play a role as Mediator in reducing communication
barrier between members which help members in communicating various doubts relating
to tasks with their team members.
 Time management: - Team Leader of M&S ensure that proper time is allotted for every
task so that they are completed on time. Time management is the important factor of
every organisation because it helps in completing the work effectively towards business
goals.5. Impact of external factors on operational management decisions by leaders and
managers
External factors affecting operational decision making of the mangers and leaders of
M&S are:
o Competitors – Competitors play a major role in influencing decision making process of
operation management (Kerzner and Kerzner, 2017). Competition in the market is
increasing day by day which affect various decision of mangers and leaders of Marks and
Spencer such as decision regarding price of the product etc.
o Customers – Customers are the most important part of any business because they are end
users of the products manufactured by company. Decisions regarding operation
management which are taken by mangers and leaders should involve various factors
which affect customer’s satisfaction. Factors such as price, quality, taste and preferences
etc.
o Suppliers: - Suppliers of the products of M&S have a great influence on decision making
of operation management because they are the people who supply raw materials for the
product (Romiszowski, 2016). Managers & leaders while making decision consider
these factors so that functions are performed smoothly.
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o Regulators: - Regulators have an authority to control various practices performed under
organisation. Government plays a major role in decision making process of M&S.
Regulators formulate various policies in order to influence various decisions which are
related to operation management of enterprise.
6. Critically evaluating how operations management manage factors affecting wider business
environment
Operation management manages day to day activities of the organisation for smooth
functioning of business. External factors affecting business can be managed by the operation
management by evaluating these factors in order increase operational efficiency.
Managers of M&S perform various researches in order to evaluate the present market
conditions so that they can analyse various opportunities and threats for business. In order to
satisfy customer needs, managers perform activities in order to find trends being followed in the
industry so that they can get knowledge about customer’s tastes and preferences (Ross, 2017).
Marks & Spencer analyses market so that they can reduce the chances of risk. Operation
management have a positive effects as it helps in building a strong relation with suppliers so
that raw materials are delivered on time. Company is involved in market research in order to
know about substitutes' products of their competitors in order to gain competitive advantage.
7. Conclusion and recommendations
From the above study, it has been concluded that Marks & Spencer has followed various
approaches of operations management in order to increase operational efficiency of organisation.
Furthermore, it includes theories relating to leadership and management theories. Moreover, it
has included external factors affecting the business decisions.
Following are the recommendations for future improvement:-
 Marks and Spencer should do financial planning in order to utilise the resources at right
place.
 M&S should formulate policies which will help them in implementing various strategic
planning.
 Firm should do market research in order to know about the opportunities and threats for
organisation.
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 For attracting more customers towards the brand, M&S should analyse tastes and
preferences of consumers.
CONCLUSION
From the above report the management structure of Marks and Spencer have been
concluded. Roles and characteristics of a manger and a leader with the functions of manager in
various situations have been determined in the above report. Furthermore impacts of leaders and
managers on the organisation is determined. Impact of leadership theories with its strength and
weakness has been concluded in above study. Various key approaches to operation management
have been concluded in above report.
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REFERENCES
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leadership. Zeitschrift für Psychologie.
Jiménez-Jiménez, D. and et.al., 2015. Total quality management performance in multinational
companies: A learning perspective. The TQM Journal. 27(3). pp.328-340.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Landis, E.A., Hill, D. and Harvey, M.R., 2014. A synthesis of leadership theories and
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Noe, R. and et.al., 2006.Human Resources Management: Gaining a Competitive Advantage,
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Romiszowski, A.J., 2016. Designing instructional systems: Decision making in course planning
and curriculum design. Routledge.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Turner, J.R., 2014. Handbook of project-based management (Vol. 92). New York. NY:
McGraw-hill.
Online
CONTINGENCY THEORY OF LEADERSHIP. 2018. [Online]. Available through:
<https://oer.missouriwestern.edu/rsm424/chapter/contingency-theory-of-leadership/>.
Situational leadership theory. 2018. [Online]. Available through:
<https://courses.lumenlearning.com/suny-principlesmanagement/chapter/situational-
theories-of-leadership/>.
Systems Leadership. 2018. [Online]. Available through: <http://bioss.com/approach/systems-
leadership/>.
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