Management & operations - Marks and Spence

Management and
operations

CONTENTS
Contents...........................................................................................................................................1
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
(A) Define and compare the various characteristics of a manger and leader..............................1
(B) Function of manager according to Fayol...............................................................................3
(C) Situational leadership, systems leadership and contingency leadership...............................4
TASK 2............................................................................................................................................5
1. Key approaches of operations management and role its uses in store....................................5
2. Role of a store manager...........................................................................................................7
3. Value and importance of operations management in achieving business objectives.............7
4. Factors within business environment which affect the operational management...................9
5. Impact of factors on decision making process of store manager...........................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Concept of operations management is related with controlling and designing the process of
production products and services. Mainly it is concerned with convert raw materials and labour
into final goods and services efficiently in order to increase profits of company. This helps in
attracting more number of customers and also provide competitive benefit to organisation (Zeng
and et. al., 2014). Leaders and managers are the ones who play an essential role in an
organisation as these are the one who formulate strategies so company can better satisfy the
needs of its customers. Marks& Spencer, a multinational retailer which deals in different type of
products including clothes and grocery products is consider in this report for study. Different
characteristics which should be there in leader and manager of company and various roles which
they play in a company in different situation is all given in this report. Further, various models
and theories of leadership with so many approaches of operation management is also included in
this. In addition to this, variety of elements which affect the decision making process of leaders
and managers with value of operations management in an organisation is all mentioned in
present report.
TASK 1
(A) Differences and similarities between a leader and manager by consider their roles and
characterstics
Manager is known as the individual who remain responsible to manage and control
employee’s performance at workplace so that company can execute all its operations in effective
manner. Leader is the individual who leads and encourage group of workers in order to improve
their productivity. Both leaders and managers poses various differences in their characteristics
and perform various roles in an organisation which can be understood by the table given below:
Differences between a leader and manager
Basis Manager Leader
Risk Manager is known as the who
always guide employees to
follow set procedures and
always tries to minimise the
risk. Manager always seek to
maintain control over all
On the other hand, leader is
the one who encourage
employees to be more
innovative and take risk to
learn new things and improve
knowledge. Leaders of M&S
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business operations. Skilled
managers of M&S formulate
various strategies and policies
to control the risk.
encourage and appreciate
innovation to provide featured
services to its customers.
Role Manager carry out planning of
future business activities and
guide workers to perform
better at workplace. They use
various strategies and offer
incentives to employees to
encourage them to perform
well.
Leader play a role of motivate
workers to perform well so
organisation can achieve its
set business objectives.
Outcomes It is very important for
managers of M&S to be more
convergent toward execution
of all business activities.
Managers remain more focus
toward increase company’s
profitability by better satisfy
the needs of its customers.
Leaders are the one who
motivate and inspire
employees to be more
productive so company can
offer better services to its
target customers and can
generate more revenues.
Similarities between leader and manager
Managers and leaders, both play an essential role and remain responsible for company’s
success and growth. Both perform different functions in a company but have similarities in their
characteristics (Wild, 2017). Leaders cannot be managers but managers can be leaders if they has
the ability to motivate others. Similarity between leader and manager can be understood by the
following given points:
 Leader has the ability to inspire other, like the same managers also poses leadership skill
as manager set targets for employees and motivate them to achieve the same.
 Both leaders and managers have power to impact the working environment of company.
Main aim of both is to improve worker’s performance so company can better satisfy the
needs of its workers.
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 Leaders and managers both formulate various strategies to ensure optimum utilization of
available business resources so company can attract more number of customers and can
achieve its set sales target.
 Main focus of both leaders and managers in to ensure achievement of all business
objectives so company can sustain in market for long run.
(B) Function of manager according to Fayol
Manager perform different functions in an organisation to ensure smooth execution of all
business activities. As per the Fayol, major five functions perform by manager of an organisation
can be understood by the following points: Planning: This is known as one of the most important role of manager in an organisation.
Manager is the one who make plans and decide future actions of company so that it can
achieve its set objectives (Webb, 2017). Further, manager also prepare back up plans for
enterprise. Manager is the one who decide the steps to be taken to achieve set objectives.
With proper planning, manager of M&S can ensure effective completion of all business
activities. Organising: This is the next function performed by manager after planning. In this,
manager allocated resources and funds to different department so that company can
execute all activities. Mainly manager organise all the materials to ensure optimum
utilisation of all business resources. With help of this function, manager of M&S can
contribute more in success of enterprise. Commanding: Managers require to supervise all the workers so they can perform routine
operations in adequate manner. Manager is the one who remain responsible to
communicate with employees and make them aware about the vision and objectives of
entity. Commanding of employees should consist with company’s policies. It is very
essential for manager of M&S to give command to workers as per their skills and job
roles. Control: Managers are the one who remain responsible to control all business operations.
Managers monitor commercial activities so company can attain its set goals. For this
manager identify the areas of improvement and take corrective actions. By provide
proper training to employees, manager of M&S can improve productivity of workers.
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 Coordination: It is very important for manager to ensure that employees follow all the
procedures so that every function perform by entity enrich the functions perform by other
department of company. It is responsibility of manager of M&S to ensure proper
communication among all business department so that coordination can be maintained.
All these are the five major functions of manager as per the Henri Fayol. These function
reflect the several tasks that require to be perform by the managers of enterprise.
(C) Situational leadership, systems leadership and contingency leadership
Leaders play an essential role in an enterprise. These are the one who formulate various
strategies and use different tools to encourage employees to perform well at workplace. All
efforts done by leaders contribute in success and growth of company and help in sustain in
market for long run. Leaders play a significant role in M&S as these motivate employees to
perform well at workplace. Approach adopt by leader have a great impact on employee’s
performance. So, it is very important for leaders to adopt appropriate leadership style so
performance of employees can be improve. Various styles of leadership can be understood by the
given points:
Situational theory of leadership: This is style of leadership which change as per the
situations exist at workplace or it can be said that leader act and take decision after examine
various elements exist in that situation. This leadership style is not based on some specific skills
of leader as leader modify his style to which suits more to that situation or to fulfil the
requirement of that specific situation (Thornburg, Ustun and Krogh, 2016). It is very important
for leader to have analytical skills so they can choose appropriate leadership style as per the
situations. Mainly this approach is more task oriented. A good leader require to be flexible and
should have adequate knowledge to identify and examine the most important aspects to take
better decision. Main feature of this leadership style is that leadership style can be changed as per
the situations exist which ensure completion of given task in appropriate manner. Adjusting style
of leader enhance employee’s morale and improve their productivity at workplace. With this
leadership style leaders of M&S can take better decision and can motivate employees to work
well.
Contingency approach of leadership: This is another approach of leadership and this
consider both personality of leader and the situation in which leader perform. Mainly this
approach reflect that leadership approach is not only based on the situations exist but also on the
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ability to control the situations. Leader is the one who remain responsible to communicate with
employees and specific goals. It is very essential that leader should have a clear objective what
they want to achieve so they can guide and give directions to employees. This theory mainly
reflect that leader can go for two different leadership style that can be people oriented or can be
task oriented. It is one of the most appropriate theory of leader which leads to effective
completion of all business operations. With this approach of leadership, leaders of M&S can take
better decisions by consider features of situations and employee’s abilities.
System leadership: This is another approach of leadership and in this leader should treat
organisation as a system which is related with man made or natural components. Feature of this
theory is that it provide an opportunity to understand, analyse and think about company. Leader
is the one who transform various function of organisations into systems. An organisation is
known as set of various components which includes workers, equipment’s, information, fixed
assets and other resources. Overall, it helps in create and maintain positive environment which
ensure completion of all business activities in effective manner. With this approach of leadership
manager of M&S can utilise al available resources and can provide a better output to company.
All these are the major approaches of leadership which can be chosen by leaders of M&S
to take better decision in different situations that exist at workplace. Contingency is one of the
most appropriate style of leadership as this apply in all type of business situations. This enable
leader to examine important elements and take better decision. So leaders of M&S should adopt
this leadership style so company can perform well.
TASK 2
1. Key approaches of operations management and role its uses in store
Concept of operations management is one of the essential part of an organisation as this
administer all the activities done for carry out production of products and services and improve
the quality of overall process. Both leaders and managers play an important role in a company as
these are the one who ensure effective execution of various approaches of operation management
and at the same time help in achieve set business objectives (Shirae and et. al., Fujitsu Ltd,
2015). Main function of operation management is to improve productivity of organisation with
available resources. Various approaches of operation management are there which can be
understood by the points given below:
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 Total quality management: This approach of operation management involves monitor
and control all important activities of an organisation so it can maintain the level of its
quality, this consists create and implement quality improvement and quality control.
Main aim of this approach is to improve performance and quality of all functions perform
by organisation so it can meet expectations of its target customers and can retain them for
long time period. This approach is based on seven principles which involves: customer
focus, people involvement, strong leadership, systematic approach, continuous
improvement, proper decision making and a good relation with suppliers. Just in time: This is another approach of operation management which helps in decrease
wastes and improve efficiency by receiving goods when it is required i.e. is production
process in order to reduce inventory cost. One of the main benefit of this approach is that
it help company in reduce the storage space so that goods can be stored and available
only at time of their use so company can saves the money. This approach also support in
reduction of raw material as goods are only received when required. With help of this
approach, M&S can improve business efficiency and can offer its quality products to its
customers at lower prices. Six Sigma: This approach of operation management helps in remove defects from all
business process which help in offer featured products and services to its customers. With
implementation of this approach company can achieve satisfaction of its customers
through which it can sustain in market for long run. In this way, company can improve
return on its investment, prevent defects and achieve its set business objectives. Lean production: This is a systematic approach of operation management which help in
remove elimination of waste from production system which improve overall quality of
product, reduce unnecessary use of manpower and also enhance efficiency. Further, this
also helps in deal with various issues, provide better working environment and enhance
productivity of workers. Queuing theory: This approach of operation management is the one in which
mathematical analysis of waiting lines is done in order to predict the time of waiting
lines (Rushton, Croucher and Baker, 2014). This approach help company to deal with the
issues arise while serving the customers. It help in prepare the work stations and ensure
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delivery of service to client on time and also reduce unnecessary requirement of
manpower,
 Continuous improvement: This approach is apply at workplace in order to improve the
quality of every function perform by business enterprise. Main aim of this is to reduce
waste by improve processes and activities. This approach is based on five principles
which are set in order, standardise, sustain, shine and sort. With implementation of this
approach at workplace M&S can develop team work and can high level of quality and
innovation.
All these are the major approaches of operation management through which M&S can
improve business efficiency and can better satisfy the needs of its customers. Currently company
use TQM in order to maintain the quality of all its operations and to better satisfy the needs of its
customers.
2. Role of a store manager
Store manager is the individual who remain liable for day to day activities and actions
taken by the staff members to increase the number of profits. Main roles and responsibilities of
store manager can be understood by the following points: Prepare budget: Store manager is the one who prepare budgets or determine the funds
require to perform various business operations. Formulation of budget improve business
efficiency which help in attract large number of customers. Create and maintain positive working environment: Manager is the one who remain
responsible to create and maintain positive environment at workplace. this enhance
employee’s morale and improve their productivity at workplace. Selection and recruitment: Main role of manager to recruit and select skilled candidate
to perform a specific job at workplace. Cost minimisation: Manager do various efforts to minimise the cost of production. For
this, manager encourage minimum wastage of resources and ensure optimum utilisation
of resources which help in maintain cost.
 Achieve set sales target: Store manager is the one who encourage workers to perform
well and formulate various strategies so that company can attain its set sales objectives.
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All these are the major roles and responsibilities of store manager. It helps company in
achieving its set objectives and improve profits of enterprise. By perform all these functions,
store manager of M&S can contribute more in company’s growth.
3. Value and importance of operations management in achieving business objectives
Operation management consists design, monitor and control the process of manufacturing
of goods and services so company can achieve its set objectives. It helps in do improvement in
the system and process of company in order to improve efficiency. Operation management
ensure transformation of raw material into finished with optimum utilisation of available
business resources (Rushton, Croucher and Baker, 2014). Further, this concept help in design
production process in a way so company can fulfil the requirements of its target customers. As
this ensure production of products with acceptable standard of ability and with all features.
There are many advantages which are attached with the approaches of operation management
which has direct impact on productivity and profitability of an organisation. This will include the
process of converting the raw materials into effective product and service which aid in enhancing
profit. There are many type of approaches which have their different role in the context of an
organisation and having their own significant contribution in the development of an organisation.
The importance of different kind of approaches can be understood from the points defined
below:
Reduce wastage of resources: Application of the technique of six sigma and lean
management has huge contribution in the process of reducing wastage of the different resources
which are used within the organisation. This will enables the management of an organisation to
understand about the aspects which are important in nature and provide consideration to them
only. The importance can be ascertain from the aspect that this will have direct positive impact
upon the profitability of an organisation.
Satisfaction of customer need: Adoption of the approaches of operations management
like just in time aid in maximum utilisation of the available resources of an organisation. This
will also help to provide their product with best quality which satisfies the need of customer.
Providence of different type of products help to satisfy the different requirements of customer
and improving the profitability.
Providence of long term benefit to organisation: Application of operation management
techniques help the organisation to ascertain that they always provide best to their customers.
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This will also aid in deliverance of product on time. These approaches have huge contribution in
reducing the operational cost that will allows the organisation to provide their products to
customers at reasonable price and attain their trust (Punyateera and et. al., 2014). This will have
direct positive impact upon their brand image and help to attain competitive advantage in market.
Inventory management: application of the approach like just in time help in ordering
the raw material of the same amount which is required in the production process as this will be
optimally utilised. It help in reduction of the wastage of resources and the raw material as only
stock is ordered which is needed in the organisation in particular period of time.
Provide the support to company's strategy: There are many aspects which are included
under the process of operation management. This can be known as planning, organising,
directing, staffing and controlling. This will enables the organisation reduce the manufacturing
cost and improve their profitability. This will aid in generating large amount of profits.
All these are the importance of operation management in an organisation. This help
manager in manufacture featured products with quality at minimum prices. This provide various
ways through which M&S can carry out its production process and minimum labour and
available resources. Operations management help company in maintain an optimum level of
inventory which ensure effective completion of production process and also reduce storage cost
which improve efficiency. Further, application of operation management ensure that every
function should be perform in a way that company can improve its set goals. It ensure optimum
utilisation of resources and minimum wastage of raw material which help company to offer its
products at lower prices which help in grasp the attention of large number of customers.
4. Factors within business environment which affect the operational management
Various external factors are there which affect the operations of company and the decisions
taken by leaders and managers. It is very important for company to examine the impact of
external element so it can formulate better strategies and can minimise the negative impact of
those factors on business performance (Penn and Pennix, 2017). Political, economic, social,
legal, technological and environmental all are the major external factors which affect the
decision making process of enterprise. All these factors can be better understood by the
following given points:
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Figure 1: Pestle analysis, 2018
Source: Pestle analysis, 2018
 Political factors: This element consists trade policies, tax rate and various other strategies
develop by government of country in which company operates or want to operates. Changes
done by the government in all these policies affect the decision of leaders and managers.
Further when government set some standards related with quality of products and services
then it become necessary for organisation to follow the same to operate in same country. For
example, government continue pressure on firms to increase wage rates of labour which
have a impact on decision taken by leaders and managers of M&S. Economic factors: This element cover rate of deflation, inflation exist in market, economic
growth of nation and all other factors which affect the purchasing power of customers and
has an impact on sale of company’s product. Further, countries with high growth rate
provide an opportunity to enterprise to expand its operations in different areas of country.
For example, countries having high growth rate attract M&S to expand its activities there. Social factors: This aspect cover various elements such as customer’s preferences, trends
and many more. Company manufacture products as per the needs and specific requirements
of customers and changes in these elements affect the decision taken by managers related
with production process. Further, increase number of environment and health conscious
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customers make it essential for every company to manufacture products with good quality
raw material. So, it is necessary for managers of M&S to consider requirements of
customers before carry out production of goods and services. Legal factors: This aspect cover rules, regulations and other laws made by the government
to control business activities. For multinational companies such as M&S, it become
important to comply with all rules so it can perform in appropriate manner. Changes made
by government in laws have an impact on the decision taken by leaders and managers of
enterprise. Technological factors: Fast development in technology affect the business activities
perform by organisation to generate a large number of profits. It is essential for M&S to
carry out its production process with updated technology. This not only saves business cost
but also help in provide featured goods to customers. With new technology company can
satisfy the needs of its customers in a better manner and can generate more number of
profits. Changes in technology have an impact on decisions taken by leaders and managers
as they provide training to workers so they can work with new technology.
 Environmental factors: This aspect cover the procedures and standards which companies
requires to follow to maintain the safety of environment. In today’s environment, increasing
number of customers who concern more about environment, it is necessary for M&S to
carry out all its business operations in a way so that environment safety can be maintained.
5. Impact of factors on decision making process of store manager
Various external elements are there which have a impact on decision making process of
store manager of M&S. So it is very important for manager to identify and examine all the
factors so better strategies can be formulated and right decision can be taken at right time. By
examine all these elements managers can identify the opportunities of expanding business
operation in other areas and can contribute m ore in company’s success and growth. Benefit of
examine these elements is that it help enterprise in take decision as per the trends exist in market
which help in attract more customers. All these elements have an impact on decision taken by the
managers (Pundi and et. al., 2015). For an example, changes in laws and regulation of the
country in which company operates results in change the strategies and standards follow by
company to serve its customers. Further, increase inflation rate decrease the purchasing power
of customers and this may results in decrease the sale of company’s products. In that scenario
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managers do efforts to minimise the production cost so it can offer featured products to its
customers at lower prices and can achieve its sales objective. So it is very important for manager
of M&S to identify and examine these elements in order to sustain in market for long run
otherwise company will loose its market share in market. With proper identification and examine
of these elements M&S can maintain its market share and can attract more number of customers
towards its products and services.
CONCLUSION
From the above given project report, it can be summarised that concept of operation
management help an organisation in improve operational efficiency increase profitability of
company. Leaders and managers play an important role in an enterprise as these are the one who
formulate various strategies and perform various roles so company can achieve its set business
objectives. Various approaches of operation management are there such as total quality
management, lean production and six sigma which can be use by company to better satisfy the
needs of its customers. Different approaches of leadership are there such as system, situational
and contingency which can be apply by leaders in different situations in order to encourage
employees to perform well. Further, it is very important for leaders and managers to examine
various external factors which affect their decision making process so they can take better
decision and company can achieve its set business goals.
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Online
Leadership Styles. 2018. [Online],Available through<https://www.verywellmind.com/leadership-
styles-2795312>.
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