Management and Operations

MANAGEMENT AND
OPERATIONS

TABLE OF CONTENT
INTRODUCTION.................................................................................................................................3
LO1.......................................................................................................................................................3
P1. Difference between leader and manager in organisation.............................................................3
LO2.......................................................................................................................................................6
P2. Roles of leaders and managers in different situational context....................................................6
P3. Leadership theories......................................................................................................................8
LO 3......................................................................................................................................................9
P4. Key approaches to operations management.................................................................................9
P5. Importance and value of operations management......................................................................11
LO 4....................................................................................................................................................12
P6. Key factors influencing the business.........................................................................................12
CONCLUSION...................................................................................................................................14
REFERENCES....................................................................................................................................15

INTRODUCTION
Operation management is defined as controlling and operating operational functions
of company in such a way to achieve highest level of work efficiency (Bhargava and
Pradhan, 2017). Operation management is all about converting inputs into outputs in such a
way that highest level of operational efficiency can be achieved. This report is based on the
case study of Marks and Spencer in regards to operation management of the company. Marks
and Spencer was established in the year 1884 by Michael Marks and Thomas Spencer.
Company operate its business functions in retail sector. Marks and Spencer deals in high
quality clothing, food products and home products. Company consist with worldwide retail
outlets at more than 1400 locations across the globe (Flogaites, 2019). Company is also a part
of the FTSE 250 Index. Henceforth, this report will project about the different characteristics
between leaders and manager in corporate organisation. This report will also address
differentiation in approaches of handling different situation of company in leader and
manager. Different leadership theories will also analyse in this report. Furthermore, this
report will also address about the key approaches involve in the operation management. This
report will also emphasis on the value of operation management in achieving objectives of
business. In the end this report will also summarised different factors involve in business
environment impact upon operation management and decision making of managers.
LO1
P1. Difference between leader and manager in organisation
Difference between manager and leader can be summarised in the following ways.
Point of difference Leader Manager
Definition Leadership is defined as
motivating individuals and
employee’s of company in
order to achieve the overall
business objectives (Yahaya
and Ebrahim, 2016).
Management is defined
supervising functional
activities of company in
order to achieve business
objectives (Fleming and
Koppelman, 2016).

Leadership involve guiding
and supporting employee’s to
meet all the responsibilities
related to the working
operations.
Manager is the person in
company responsible for
achieving all business
objectives drives behind the
company’s operations.
Role Leadership is all about
guiding employee’s to
achieve the overall objectives
of company. In order to
achieve the business
objectives leader’s play role
in motivating employee’s of
company. Leader also
involve in solving issues of
the company related to both
internal as well as external
environment. Leader’s also
involved in addressing
change in the organisation.
Change is a crucial aspect of
the corporate organisation as
every day new technological
development is associating
with the business
environment. Leaders not
just involve in introducing
the effective changes in the
company but also to guide
the change in the company.
Leaders also play role in
decision making process of
the company.
Leaders in Marks and
Spencer play important role
Manager is considered as the
crucial position in the
organisation hierarchy.
Manager get involved in all
key operational activity
associated with the company.
Manager involve in
controlling all operational
functions of the Marks and
Spencer. Manager also needs
to delegate the entire
different functional role in
the company based on the
abilities and skills of
employee’s in company.
Manager also involve in
motivating employees of the
company to improve the
operational efficiencies of all
employee’s in company.
Administration is considered
as the key role manager
needs to play in company.
Manager also involve in
decision making related to all
aspects of the organisation.
Manager also play crucial
role in introducing new
developments in the

in building moral of
employee’s so that all
operational responsibilities
can meet up. Leaders are
considered as visionary so
leaders in company provide
vision to the organisation in
respect to all the future needs
and demands of the potential
customer’s of company.
Leaders are considered as the
path provider to all
employees of the company.
Leaders also get involve in
communicating with all the
stakeholders of the Marks
and Spencer related to all
functional activity of the
company (Halim and Azizan,
2017).
company weather it related to
technological advancement
or related to any other
functional activity in the
company. Manager also
needs to solve all issues of
the company weather it is
associated with the internal
stakeholders of the Marks
and Spencer such as
employees and other internal
stakeholders or related to
external stakeholders of the
company. Manager also
responsible to give answers
related to all operations of
the company. All the roles
involved above are
considered as the primary
role managers needs to play
in company.
Theories In corporate organisations
leaders operate all its
functional activities with the
support of different
leadership theories such as
situational leadership, system
leadership and contingency
leadership. All the
approaches and theories
guide leaders in Marks and
Spencer to perform all
operational functions
effectively.
Managers in Marks and
Spencer operate all
functional activities with the
support of management
theories such as scientific
management theory, system
management theory,
contingency management
theory and authorisation and
participative theory. All
theories enable managers in
company to operate all
functional activities

effectively in the Marks and
Spencer company (Kim, Shin
and Gang, 2017).
All the above points are considered as the major differences between the managers
and leaders in company. Both the designated roles has different significance in the
organisation hierarchy of the company and play important role for the corporate organisations
in achieving overall business objectives.
LO2
P2. Roles of leaders and managers in different situational context
Leaders and managers play crucial role in company in order to face different practical
situations arises during the normal operational activities of the company. The approaches of
handling the situation by both managers and leaders can be summarised in the following
manner.
Dealing issues
Business environment comprises with plenty of challenges that create hurdles for both
employees and management to meet designated responsibilities in the Marks and Spencer. In
order to solve all issues leaders personally get involved in all aspects of the issues in order to
deal with the situation (Li, Laurence and Blume, 2018). Personal involvement of leaders
enables employees and management of the company to solve the issues by implementing
some mutual solutions to the problem. Leaders also get involve in solving all external issues
of the company. Leaders are considered as the visionary who guides company to take
effective and appropriate steps to face the situation.
Manager’s also play crucial role in solving all issues and problems associated with the
Marks and Spencer Company. Manager’s generally follow the set guidelines to face the
situation and take best decisions allows to them in the designated authorities set under the
company’s guidelines. Managers do not take personal interest in solving company’s internal
issues such as issues related to employee’s which also many times causes of time consuming

process in solving issues. Managers analyse situations and take crucial decisions in order to
deal with the issue.
Introducing change in organisation
Leaders in Marks and Spencer play important role in introducing different changes in
the organisation that can improve the growth potential of company. Change is a part of
business environment as every day something new is intruding to the society in form of
technological development and other form of development that also put impact on the
expectations of the customers. In order to meet the changing needs of the customers company
needs to comes up with more creative ideas and techniques that can shape to effective
business growth (Meng and Boyd, 2017). Leaders not just take part in introducing such
respective change to the organisation but they also get involve in implementing such change
so that proper advantages can be taken from such change. Personal involvement involves
drafting, controlling and delivering the change in the company.
Managers in Marks and Spencer play an important role in introducing all the suitable
changes in the organisation structure so the future growth of the company can give a proper
shape. Manager analyse the existing and future needs of the company and based on the
expectations they introduce all the suitable changes in order to meet both the requirements.
Managers also assess the availability of company’s potential resources while introducing the
change in the company. Managers guide employee’s of the company to implement such
change as well and also they take effective measures time to time to assess that all changes
are taken in the expected manner.
Decision making
Decision making is considered as the important part of the leaders role in the
company. In order to meet all the responsibilities of being a leader in the company leaders
needs to take plenty of decisions (Mochklas, 2016). Leaders are considered as the visionary
as they also involve future implications attached with the decision and based on the suitability
they take decisions. Analysing decision in present as well as future respect is a part of the
decision making approach of leaders in company.
Managers need to take many decisions as a part of the functional role in the company.
Manager analyse the present situation and based on the situational awareness tey take the
most suitable decisions in respect to the corporate organisations.

All the above situations project about the approaches of both leaders and managers in
company in order to deal with such situations.
P3. Leadership theories
Leadership theories are defined as approaches of leadership in companies that
supports leaders in taking all the important decisions as a part of the designated authority.
Leaders in Marks and Spencer consist following theories in order to meet all the
responsibilities attached with the designated role in company.
Situational Leadership: Situation leadership is considered as an effective leadership style
use in Marks and Spencer. Situation leadership allows leaders of the company to take all
decisions based on the current situation or also on the basis of future expected situation for
the company. This theory emphasis on analysing and assessing the needs and requirements
attached with the existing situation and based on the needs take the most suitable decisions
that can enables company to achieve all business objectives (Özduran and Tanova, 2017).
Situation leadership is keener towards making instant decisions in order to face the existing
situation or any issues rose in the company. Cooping up with the existing needs play the
fundamental role in the theory of situational leadership. This theory play crucial role at the
time when organisation face s some kind of issues and problem and needs immediate
solutions to deal with the existing situation face by company. Leaders need to analyse all
aspects of the situation in order to take most appropriate decisions in favour of the company.
Strength of situation leadership:
 Situation leadership enables leaders to take effective decision based on the practical
situation.
 Situation leadership is an effective approach to handle the current situation based on
the situation analysis.
 This approach drives leaders to improve the decision making.
 This is a efficient approach in respect to time saving.
Weakness:
 The approach is not effective in respect to long term decision making.
 Many times instant decision making proves in ethical in favour of company.

System Leadership: System leadership is considered as among the important and significant
leadership approaches use in corporate sector by leaders. System leadership is indicated as
the wider concept of leadership as it emphasis on the business operations in wider context or
range. All the corporate houses like Marks and Spencer involved in expanded business
operations like multinational trade usage the approach of system leadership. System
leadership involve peoples and individuals involved with differently systems at multiple
locations and leaders needs to take decisions that can best meet up with the requirements
attached with all functional systems. Big corporate houses involve business operations at
many locations utilise the concepts of the system leadership (Powell and Butterfield, 2017).
Marks and Spencer Company consist the outlets at more than 14000 locations across the
globe and company management needs to analysis all the systems involved in different
location while framing suitable strategies and policies for the company’s operations and also
for the growth of the company. All country has it its own business environment and company
management needs to cope up with the essentials involved in all business locations while
taking decisions.
Strength of system leadership:
 It improves the system of corporate organisation.
 Improves the operation efficiency.
 Improve the values and work ethics of organisation.
Weakness:
 This approach might not practically effective all the time.
 Nature of inter dependency is not proper defined in tis approach.
Contingency Leadership: Contingency leadership is a crucial leadership style of the
company. Business environment is considered as the fluctuating environment as any time
new situations and challenges can be associated with the corporate organisation. In the
contingency situations leaders like any casualty leaders needs to take decisions in order to
deal with the situation (Rana and Vohra, 2016). Marks and Spencer operate its business
operations at the international level in the retail market. Due to expanded business area many
contingency situation arises and this theory of contingency leadership supports companies in
taking suitable decisions in dealing with such contingent situation. Situation analysis and
awareness play crucial role in taking decisions at the contingent situation.

Strength:
 This is effective approach in making crucial decision in complex situation.
 This approach ensures proper growth of employee’s in company.
 Improve work culture of organisation.
Weakness:
 This is a complex approach.
 It causes to several confusions and misunderstanding between employee’s and
management.
 Many times organisation faces negative impacts of the approach in future.
All the above theories play role in taking decisions by leaders in company.
LO 3
P4. Key approaches to operations management
There are three kinds of approaches of operations management which are going to be
discussed in the further report which are six sigma, just in time and total quality management.
These can make Marks & Spencer have a better market for them which is going to be very
helpful (Fahimnia and et.al., 2019).
Six Sigma
To reduce the variation in products and to increase the customer satisfaction this must
be followed in Marks & Spencer. There has to be an analysis of the external and internal
factors of the company so that the changes in the company can come in easily which is a very
important factor for the company. This process will help the company to have a strong
customer base and satisfaction which will make the company increase their profit margins.
The leaders of the company have to motivate the employees of the company so that the
changes in the company can be accepted and the efficiency of the company does not fall.
Marks & Spencer has a strong base for them in the market which is why the company can to
maintain their reputation in the market so that they can have a better functioning for
themselves. The managers have to make sure that the decisions they are taking to improve the

quality f the product is good and the waste outlet of the company is being done properly and
reduced as much as possible (Karlsson, 2016). Marks & Spencer has a zero footprint carbon
which is making the company have a great reputation for themselves in the market. There are
right measures which are being taken by the managers of the company by leaders and the
managers working together so that there is a better understanding which is going to be very
helpful for the organization for a long run in the market.
Just in time
This method can make the company get a help to keep a track on the inventory they
are having so that the company is not spending the revenue on inventory which is not going
to be used in the organization. Marks & Spencer has to make sure that there is no useless
inventory or material which is coming in the company and those raw materials which are
already there and there should be not more resources which should be got in the company
which would be wasted. It is very important for the company to get in how much ever is
required by the company and not anything more. Leaders have to ask for the raw materials
which are required and give that list to the management and the management must make sure
that the inventory which has been asked for is the right amount and not for any misuse for the
company (Bharara, Sabitha and Bansal, 2017). It is very important to use the resources in a
limited form so that the company can have a competitive advantage and function in the
market for a long run.
Total quality management
The leaders and management has to make sure that there are employees in the
company which are matching the standards and expectations of the company so that the
company effectiveness of the company in productivity does not reduce. The company has to
make sure that they are having a fair treatment hiring the right employees in the company is
the work of the management of the company and the leaders have to train and develop them
so that they can match the standards of the company. Marks & Spencer has a reputation in the
market which is a great factor for the company which has to be maintained so that there is a
better functioning of the organization in the market. This will help the company to improve
the quality of the products and the satisfaction of the customers will be higher because the
productivity of the company will automatically increase and the demands of the customers
will be met from time to time which is a very important factor.

Leader and managers can improve efficiencies
The managers and leaders can make the organization reach and improve the efficiency
of the company of Marks and Spencer’s because they have a monitoring and controlling over
the business. The leaders have a control and can help the employees who are not being able to
meet the expectations of the company by training and developing them so that the standards
of the company can be maintained.
P5. Importance and value of operations management
The operations management help the company to handle the needs and demands of
the users of the company so that the company can fulfil them. It is very important for the
company to manage its operations well so that they can have a strong competitive advantage
and have a long run in the market (Haksever and Render, 2017).
 Reduce Wastage
This operation management helps the company to reduce their waste outlet which is a
great factor for the company. The aim and vision of Marks & Spencer is to increase the
revenue and become the market leaders. This is why the organization has to be certain of the
measures they are taking for the company so that they can have a better functioning for
themselves which is a very important factor. This can make the company have a control on
the production of products in the company and the company will be able to save on a lot of
cost which is going to be very effective for the company. The resources of the company have
to be used wisely which is very important so that the company can get what they want which
is very important for the company.
 Enhance quality and productivity
The quality of the products in the company will improve if the operation management is
used in the organization which is a great factor for the company. The labour costing can
reduce and the company will be able to have a more clarity of functioning for them which is
what Marks & Spencer want since they have been in this industry from such a long time. This
will help the company to gain a competitive advantage and a loyal base of customers which is
a very essential factor for the company (Lamba and Singh, 2017). The performance of the

company is high which is why the company is being able to meet the demands of the
customers from time to time which are a great advantage for the company.
 Raising employee motivation
The employees of the company have to be motivated so that they can make the company
achieve their objectives and goals from time to time which is a very important factor for the
company. There are rewards and other extra factors can be used by the management and the
leaders so that the productivity of the company can be motivated so that there is a better
functioning for them. There is a reputation of the brand image in the market and for that to be
maintained it is very important for the company to have a strong workforce so that they can
make the company get what they want. There have to be skilled and trained employees in the
company which the leaders and management has to make sure of so that the company can
have a better functioning for themselves in the market.
 Raise sales
The agenda of Marks & Spencer is to gain higher revenue by satisfying the customers of
the company from time to time which is a very good factor for the company because it is
making the company have a competitive advantage. The end products have to be good and
meet the standards of the company so that they can get the right customer base for the people
which are going to be helpful for the company (Thomé, Scavarda and Scavarda, 2016). To
raise the sales it is very important for the company to have a better functioning for themselves
which is in the internal factor so that the products have a better standards for themselves in
the external environment.
LO 4
P6. Key factors influencing the business
The key factors which are having an influence on the working of the business are
value, culture, ethics, corporate social responsibilities, etc. The further report is going to
discuss these factors and how they are implemented in the business by the leaders and
managers of the company which can make the company have a better future for themselves in
the market.

 Culture
There is a culture which Marks and Spencer is having in the internal environment so that
he best can be given to the customers outside the company. This factor can help the company
to have a strong base for them which is a very important factor. The culture of the
organization can be used by the leaders and management of the company so that they can
motivate the employees of the company from time to time and make them reach the
productivity level which the business expects out of them. It is very important for the
company to meet the needs and demands of the customers so that there is a better functioning
of the organization so that they can meet the objectives and achieves them (Cachon, Girotra
and Netessine, 2020).
 Value
The value of the company is the customers therefore to satisfy the customers are a very
important factor for the company by their products they are distributing. There is a brand
image which the company has created for themselves which is why the company has to have
values so that they can have a better functioning for themselves which is going to be helpful
for the organization. It is important that the company has loyal customers in the company so
that the company can have a better functioning for themselves and having values will give the
company clarity of work and direction to the organization.
 Ethics
The leaders and managers of the company have to make sure that they are following the
ethics of the company and so is everyone else of the organization so that they can have a
better functioning for themselves. The management and the leaders have to understand the
behaviour of the employees so that they can make right decisions for the company
accordingly so that the company can continue to function effectively and smoothly in the
market. The trends in the market keep changing and it is the work of the management and
leaders to make sure that they are following the trends so that they can have a better
functioning for themselves and the customers get satisfied and so do the employees remain
motivated in the organization.
 Corporate social responsibilities

It is very important that the company is fulfilling the needs of the society and Marks &
Spencer is very certain about this factor. The standards of living of the customers are
changing and the company must follow that so that they can have a better functioning for
themselves which is going to be helpful for the organization (Anand and Gray, 2017).
Managers and the leaders have to take decisions together so that the decisions are taking
accordingly which is going to make the company have a better functioning for them and that
is going to be very helpful for the company to get more customers in the organization.
Different factors affect the business environment
These factors will influence the working of the organization internally which can
impact on the outside of the organization which is very important for the company to
maintain. It is very important for the company to have a better functioning for themselves so
that they can have a better functioning and meet the objectives on time. The managers and
leaders have to maintain the internal environment of the company so that the productivity and
the quality of the products are not being compromised upon.
CONCLUSION
From the above report it can be concluded that the managers and leaders have a great
role to play in the company which can help the organization to achieve their objectives from
time to time and the company will be able to get higher revenue. There are a lot of tools and
strategies which are used by the organization so that they can design and control the
operations of the company and make them work according to the expectations of the
customers. It is very important that the company functions according to the customers
because satisfaction of the customers is a very important factor for the company. By using
Six sigma, just in time and total quality management can make the companies get a
competitive advantage in the market which is a very important factor for the company.

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