Operations Management and Operations Engineering

The provided document is a compilation of research papers, case studies, and industry perspectives on operations management and engineering. It includes topics such as medical management and operations engineering for systems-based practice, revenue management for urgent orders, and the role of training and development in career progression at Marks and Spencer. The document also features illustrations representing flat organizational structures, situational leadership diagrams, and six sigma methodologies.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1............................................................................................................................................3
M1...........................................................................................................................................6
TASK 2............................................................................................................................................7
P2............................................................................................................................................7
P3............................................................................................................................................8
M2 ........................................................................................................................................10
D1.........................................................................................................................................10
TASK 3..........................................................................................................................................10
P4..........................................................................................................................................10
P5..........................................................................................................................................12
M3.........................................................................................................................................12
TASK 4..........................................................................................................................................13
P6..........................................................................................................................................13
M4.........................................................................................................................................14
D2.........................................................................................................................................15
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17

INTRODUCTION
Management is defined as creation of getting work done from others in order to obtain
end result in systematic way. Leadership is considered as research areas and practical skills
which is the ability of individual, organisation in order to guide and lead others for better work
performance (Ageron, Gunasekaran and Spalanzani, 2012). Both the leadership and management
are important part of success of business. This report is supported on Marks and Spencer (M&S)
that was founded in 1884 in retail sector at Westminster, London, United Kingdom. It is special
in marketing luxury food, clothing and home goods. Being the HR intern at M&S, several roles
and responsibilities are assigned such as selection, recruitment and others. The given project
covers function of managers and leaders along with differentiation among management and
leadership. It consists of advantages and disadvantages of various approaches for management
and leadership. There are various roles and responsibilities which are performed by operation
managers. It also discusses about consequence of outside business concern factors that impact
judgement power.
TASK 1
P1
The selected organisation is Marks and Spencer (M&S) that was established in 1884 at
Westminster, London, United Kingdom. It is British international retail organisation which trade
in commerce of clothing, luxury food and home good. This was founded by Michael Marks and
Thomas Spencer in Leeds. There are more than 1000 stores across UK that includes 615 which
sell only food items. The number of employees working in corporation is more than 80000 in
different locations. The products and services are served throughout world for their consumers.
Marks and Spencer is operating their business in 1463 location in order to supply product and
work (Alderton and Saieva, 2013).
The management structure of organisation depends upon size of business. Here, Marks
and Spencer has adopted flat organisational composition which has minor level of direction
among front line worker and body level. This structure is followed in order to make decision
making process more effective by employees. This can help them to decrease bureaucracy and
making employees more skilled for decision making. This type of structure is followed in order
to advance personnel in judgement procedure. It helps in decreasing bureaucracy and making

staff expert through authorisation in decision making. There is less communication between
upper and lower employees which makes easy for them to adopt rapid changes and find solution
to problem. This structure is pyramid in shape as Marks and Spencer has very few level of
management among top and bottom managers. The structure helps in supervising staffs and
increasing their involvement in decision making process. This types of structure are suitable for
M&S in order to cut overall cost of organisation and speeding up working and decision making.
Definition of Manager and Leader
For performing various activities in organisation manager and leader plays an effective
role and responsibilities to achieve goals and objectives.
Manager is defined as individual who is responsible for running operations of business,
preparation and guiding activity and watching and fetching better actions (Brandon and Mullan,
2013). There are employees in organisation who report to manager for their work performance.
According to view of Encarta,manager are organiser of business whose responsibility is
controlling and directing staff and activities of business or department.
Leader is defined as person who influence group of individuals for goal and objective
achievement. This consists of 3P's like purpose, person and people towards commitment of goals
and focus on achieving it. It is also regarded as one who can guide and convince others in order
to follow them. As per Peter Drucker, leader is the person who has followers.
Role and characteristics of Manager and Leader
Illustration 1: Flat organisational structure
Sources: The role of training and development in career progression
A Marks and Spencer case study.

The relation among role and characteristics between manager and leaders are given
below:
Roles Manager Leader
Employee Engagement Manager organise all people of
organisation.
Leader need to align individual
for better work performance.
Conflict Management M&S manager always tries
their best for avoiding conflict.
M&S leader uses conflict
management tools in order to
get better results.
Characteristics Manager Leader
Decision Making The high level decision of
business are made by manager
of M&S (Song and Parola,
2015).
Different decisions need to be
made by leaders to get positive
outcome.
Communication Skills Manager should have effective
communication skills for
communicating with
employees and staff.
The leader is required good
communication for leading and
providing guidance for good
work performance.
Differences Between Management and Leadership
Basis of Differences Management Leadership
Meaningful It is defined as an creation of
coordinating and organising things
in systematic manner.
It is defined as skills in which
they lead and guide others for
influencing others.
Power It is based on power of rule. It is based on power of influence.
Strategy It has reactive strategy for work
performance.
It has proactive strategy in order
to guide and make work done
from others.
Formulation on Management is based on
formulation of procedures and
Leadership is based on
formulation of counsel and rule.

policies.
The manager and leader show an essential part in success and growth of business. Here,
manager is responsible for overall operations and activities of business. They move out work
which is related to operations of administration and management. Similarly, leaders are those
people who focus on motivating and encouraging employees for working in effective and
efficient manners so that goal and objectives can be achieved easily. Their main role is
influencing and guiding to all working employees so that activity performed in healthier manner.
Both leader and manager are regarded as important person of organisation in order to carry out
task and achievement of goals and objectives. Some of impact on business by manager and
leaden at Marks and Spencer are as follows:
 When manager take wrong decision in business than it can impact business and their
operations and functions.
 Sometimes leader can give wrong and unsuitable counselling to worker while they are
performing work.
The recommendation which are given for improvement in future to manager and leaders
are given below:
 Manager should focusing on end achievement of enterprise with help of working force.
 It is recommended to manager of M&S to discuss activities and things with employees
and listen their views, ideas and opinions in order to make good decisions.
 It is also recommended to leader to encourage and motivate workers for goal and
objectives achievement of organisation as well as own.
 The leaders can influence employees through hearing of their problems and issues in
order to provide good solution.
M1
The role of leader and functions of manager are explained with help of theory which is
described below:
Role of Leader
The role of leader is explained with Adair theory such as:
Determining Task- The leader need to make SMART goal in order to achieve
objectives.

Planning- For planning, leader need to be positive, open minded and creative. This can
help them to make better plans and policies for business.
Briefing- It is responsibility of leader to create positive atmosphere, foster teamwork for
their working force so that they can perform better.
Controlling- Being a leader, they should have capacity to control organisation and their
activities.
Evaluating- The leader should be able to evaluate performance of employees and on
basis of their performance appraisal and training should be given.
Motivating- The leader should have capacity and power to motivate their member of
team and group for performing better.
Organising- Leader should be able to organise each and every work in proper manner so
that goal and set objectives can be achieved.
Setting Example- As leader is guiding and leading team should set themselves as best
example for their workers so that activity performance can be done in effectual and economic
way.
The functions of manager are as follows:
Planning- Manager need to do proper planning for carrying work.
Organising- The work which is planned need to be organised in better manner for good
outcome.
Controlling- Manager should be able to control all works and activities so that execution
can be done.
Directing- The manager should carry responsibility of directing and guiding staff,
employees and subordinate for achievement of results.
TASK 2
P2
There are many circumstances which can be arise in Marks and Spencer in that case
manager and leader should show an effectual and efficient part. In this report, working as HR
intern of organisation, while taking interview from manager and leader they came across
different situation and played effective role to overcome from those by using theories. There are
many circumstances which can be arise in Marks and Spencer in that case manager and leader
should show an effectual and efficient part. In this report, working as HR intern of organisation,

while taking interview from manager and leader they came across different situation and played
effective role to overcome from those by using theories. Marks and Spencer has faced situation
where price of raw materials are increasing on rapid basis and it is overcome by application of
theories which are described below:
Management Theory
Marks and Spencer has used contemporary theory for dealing with rise situation of
increased cost. The manager can idea scheme like choosing of supplier who can give goods and
unprocessed material at reasonable and low value. Leader can use traits for encouraging and
motivating employees in order to adopt new technology for lowering manufacturing cost.
Leadership Theory
The manager and leader has adopted contingency theory. Manager can focus on increased
cost for manufacturing and use strategies and implement changes in activities. Leader need to
play role of influencer to staff so that challenges can be meet (Chevalier and et. al., 2015).
Various situations can arise in organisation where leader and manager has to play
effective role for solving such issues. They are as:
Conflict Resolution- It is common problem which can arise in organisation. The conflict
arises because of various reasons such as mismatch of thoughts, opinions, lack of motivation,
incentives and others. The leader need to evaluate each and every reason behind conflict and
inform to manager for taking action. They should implement action in resolving conflict.
P3
Leadership is defined as both practical skill and research areas which can help to
encompass ability of organisation and individuals for leading or guiding other. Various theories
and approaches has been formed for leadership for achievement of goals and objectives. The
different theories and models of approaches are as follows:
Autocratic Leadership- It is an approach where leader makes choices which is based on
judgements and ideas and rarely accepting ideas from followers. They have style to control over
group or members of team and make all types of decisions. This can help M&S to make
decisions on various aspects for achievement of goals and objectives.
Bureaucratic Leadership- This approach is based upon hierarchy of authority which
applies system of rules for decision making and management. It can be applied by M&S for
better results as work is carried through proper system and procedures.

Democratic Leadership- It is also called participative leadership style where all members
of groups are included in decision making and participated in each and every role. It can be
applied to each and every organisation. It can helps in motivating employees working in M&S
for better result achievement.
(Source: Situational Leadership Diagram, 2018)
Apart from above, other theories are as follows:
Situational Leadership- Different situation arise in organisation at any point of time
which need to be managed by leaders. This theory is easy for understanding and applying in
various situation. Though situation differ every time which is weakness for such theory.
System Leadership- Each and every work should be done in better and effective manner
by leaders. As per this theory, there should be system for better work performance. The work is
Illustration 2: Situational Leadership Diagram, 2018

carried in systematic and proper manner where organisation adopt situation alteration. This is not
suitable for small organisation and not practical in nature that leads hold in judgement.
Contingency Leadership- It assists in providing data for different leadership styles that
is useful for developing profiles in firm for better human resource planning. This type of theory
is tough complex and reactive in nature that is difficult to understand and not good for business.
M2
There are various differences in different approaches of various situations in work
environment that helps in find out major attributes to gain important results. In an organisation
situational leadership style is an easy to understand and apply because leader and manager can
easily apply it according to the situation. But on other hand it is very much difficult for an
organisation to deal in various same situations. In case of system leadership it gives guidance to
lad in market and gain large market share but on other hand it is not suitable for organisations
because situations changes rapidly and sometimes stay on judgement is very much hazardous for
an organisation.
D1
Manageable and leadership theories are very important and gives guidelines to pass
through an definite path to reach at desirable goals and objectives. Leadership theories of an
organisation should be different in various situations and accordingly organisation have to make
changes which hampers their self interest and organisation have to coordinate with it. On other
hand management theories and concepts are very much important to gain potential outputs from
subordinates by coordinating their works and activities. In other way it adversely impacts on
organisational goals and objectives because coordinating with emerging change hampers
organisation works and procedures.
TASK 3
P4
Operation management is referred as practices and administrative activity which create
high level of efficiency in business. The elements of respective management are: ability of
group, scientific knowledge, rational analysis, creativity. It mainly focus on converting
unprocessed materials and labour into products for maximization of profits. The approaches to
operation management and their value are as follows:

Six Sigma- This is collection of techniques and instrument in order to better process,
quality, removing effects and minimization of variability. This concept was developed in 1980
by Bill Smith while working in Motorola. In order to improve six sigma, different strategies are
used such as employees empowerment and involvement, decreasing setup times, dealer
participation and minimum production (Jacobs, Chase and Lummus, 2014). Such tool can help
Marks and Spencer for keeping select of products and services at each and every level for
maximum production. The role of manager is to implement such approach in respective
organisation for high quality production. Similarly, leader should lead other to use of such tool
and techniques of six sigma in effective manner for quality maintenance.
Lean Manufacturing- The primary aim of this plan is to eliminate, cut down, decrease
waste without scarifying productivity. This assist in reduction of given times, improving price
and attribute. This can help M&S to minimize waste at time of manufacturing and maximization
of profits and saving time. There are different kind of waste that is occurred in firms like
transporting, defects, unnecessary motion, overproduction, unnecessary inventory, inappropriate
processing and waiting. For improving such wastage, strategy has been formulated for quality
and production. Thus, this can help in elimination of waste with rise in productivity and
increasing sales. The manager should plays an effective role in adopting such technique in their
organisation and finding ways for reducing and minimizing waste for maximum profits. The
leader should learn new methods for reduction of waste and maximizing profits and saving time
and cost.
Total Quality Management- It is an approach which can help organisation in improving
their performance on continuous basis. This detect, reduce, eliminate errors and others for better
performance. It helps in improving customer experience and providing training and development
to employees.

(Source: Six Sigma, 2018)
Therefore, if both methods such as six sigma and lean manufacturing are used by Marks
and Spencer then they can achieve goals and objectives in effective and efficient manner. This
can lead in saving time, cost with maximum production and maintenance of quality of products
P5
Operation Management is defined as administration of firm practices for creating highest
level of efficiency and effectiveness in organisation. This helps in converting raw materials and
labour to finished goods for maximizing profits of corporation. The leader and manager plays
essential part in raising operational efficiencies in order to run into goal of organisation. They
should identify existing market and formulating plans, policies and scheme in order to meet and
meet consumer need and demand (Singhal and Singhal, 2012). The manager of Marks and
Spencer is using various motivation tools to encourage, motivate employees for performance of
work in order to utilise resources and improve efficiency level. It is very essential for operation
manager to work hard for achievement of business objectives. The importance and value of
operations management in achieving business objectives are as follows:
Maximum Utilisation of Resources- The operation manager use approaches for optimal
usage of root. Manager of M&S should assign root to each and every sector in appropriate
manner. Here, manager work together for achievement of goals and objectives of business. They
should focus on quality achievement at each stage and leader should give counselling to worker
for rising functional skilfulness in order to run into standardized. It can assist operation
management to work in better manner and optimising resources.
Cooperation Among Departments- The operation manager need to cooperate with every
department so that work can be done smoothly and effectively. Here, manager should use
Illustration 3: Six Sigma, 2018

effective communication channels among department in order to communicate information
among all employees. This leads to increase in production and efficiency at business operation
and accomplishment of end and subjective in given period of time (Slack and Brandon-Jones,
2018). Leader need to cooperate among employees in order to carry work in achieving and
improving efficiencies.
M3
The different operational purpose running in Marks and Spencer and their roles and
responsibilities of manager and leader are described below:
Finance- It is the most important function of operation management. All activities
running in organisation requires finance or money to carry out task. The finance manager of
M&S need to make sure whether finances has been utilised to fullest and properly carried out for
optimising creation of goods and services (Gimenez, Sierra and Rodon, 2012). The main work of
finance manager is making proper budget, maintaining records and communicating to every
employees.
Operation- This function focus on planning, directing, organising, and controlling all
different activities within organisation. The operation manager of M&S change over unprocessed
materials and human efforts into goods and services so that consumers can use or utilise it. All
the activities of organisation depend upon operation manager for carrying out it in effective and
efficient manner.
Forecasting- It is defined as procedure where proper estimation is made for future time
period. The forecaster aid in doing proper estimation of need and demand of consumers for
making production. It is responsibility of manager of M&S to study regarding prediction and
making of policies and plans accordingly and making employees flexible in order to adopt those
changes that can happen in future date.
TASK 4
P6
There are various factors which are required in Marks and Spencer for running their
business and act in effectual and economic way. They use different strategies for operation
which integrate local, regional market conditions (Galindo and Batta, 2013). Some of key factors
of Marks and Spencer are given below:

Design of Goods and Service- In order to design of goods and services, it is essential for
M&S to use technology advancement. As it is using research and development for adding new
features in products. This help consumer in providing aftersales services for goods and services.
If proper designing of good and service made then consumer are more attracted towards buying
goods and services.
Inventory Management- It is important operation of M&S to manage inventory of
organisation. It should have minimum inventory size for their consumers and buyers. If
inventory is not managed in proper manner then customers cannot get goods and services.
Quality Management- The organisation should use tools and techniques for maximizing
quality of goods and services. This can assist in improvement of strategic decisions and
production of goods and services. In such respective areas of operation high quality should be
provided to consumers.
Job Design and Human Resources- The manager should make plans and policies for job
designing and human resources so that activity performed in effectual and economic mode. They
can arrange training and development programs for their employees and staff for better work
performance and achievement of goals and objectives (Gillen, Jacquillat and Odoni, 2016).
There are different function of operation management such as:
Planning- The manager and leader should make proper planning for decision making in
business. Both should planned each and every activities in better and effective manner.
Organising- The work should be organised in respective organisation by manager and
leader so that decision can be made in proper manner.
Directing- Both need to direct business in good manner so that employees can perform in
better manner for result achievement.
Coordinating- The manager and leader should coordinate each other for work
performance in decision making.
Controlling- Each and every activities should be evaluated and if any correction required
then it should be made.
Therefore, in order to make decision in business, all the functions should be carried out in
effective and efficient manner.

M4
The PEST analysis is used to analyse effect of outside business surroundings which
change conclusion of manager and leaders are:
Political Factors- This factors impact concern and its operation in effective manner. It
keeps on changing with change in time. There is frequent alteration in interest, tax laws and
others (Omansky and Kanner, 2014). For example, if M&S want to buy new machinery for
manufacturing and suddenly there is rise in tax rate. In this case, both leader and manager play
effective role to come out of situation. Here, manager should analyse rate of machine at different
places and buy best one and leader should communicate way or method of using it.
Economic Factors- In this factor, if rates decline then M&S should purchase it at low
price. Both manager and leader should make best decision for business. The manager should
purchase it at low cost in considering future estimation or requirement and leader can help
manager by analysing market and making prediction accordingly for future time period.
Social Factors- There is highly change in need and demand of consumer and their taste
and preferences changes frequently. It is essential for M&S to produce unique and pollution free
products for their customers. The main objective of any business is earning maximum profits by
selling maximum goods (Peng and Lai, 2012). Manager should implement plans and policies for
following laws that should be related with pollution free and environment while manufacturing.
Leader should study industry properly in order to experience about taste and preference of
customer and produce accordingly.
Technological Factors- Marks and Spencer should analyse market and exercise of
application for commercial enterprise. For example, if it continue production with same outdated
technology then it cannot give productive results. The manager of M&S should make decision
that is helpful for employee and business to achieve goals and objectives. Leader plays effective
role in learning new ways of using tools and techniques and guide their employees and staff for
maximum production.
D2
Each and every organisation running business in competitive market requires operation
management to carry out work in effective and efficient manner for achievement of goals and
objectives. It can assist in maintaining quality and minimizing waste of goods and services.
Environment is dynamic in nature where changes took place which can impact concern in

optimistic and pessimistic way. In order to get by with those, it is responsibility of manager to
formulate policies, strategies and plan. Thus, it is recommendation to M&S to use
communication channels, coordinate with team and examine results. Some of recommendation
provided to Marks and Spencer for future improvement are given below:
 Marks and Spencer should change their direction structure for running business in better
manner.
 It is recommended to manager to work on better planning so that activity can be through
in effectual way in order to retain and survive in competitive market.
 It is also recommendation to manager to use employee engagement for betterment of
their ability and cognition to learn new ideas from team.
Operation management is required in every field for achievement of goals and objectives.
This can provide positive as well negative impact. For example, if it is followed then result can
be achieved and in case of non following it leads to failure of business activities. There are
various factors which can impact business environment at global level such as political,
economic, social and technological. The change in one factors can impact another other in
positive and negative way.
CONCLUSION
From the section mentioned study, it can be summarised that leader and manager are
crucial part of concern growth and success. With applying of theories and approaches, they can
motivate and encourage team for achievement of goals and objectives. The operational
management can help in accomplishment of long and short term objectives at given time period.
The manager and leader need to improve operational efficiency by playing different roles and
function in better manner. The various factors assist in impacting performance, sustainability and
growth of business.