Effective Operation Management for M&S

The assignment discusses the importance of effective operation management in managing factors that are impacted by the wider business environment at Marks and Spencer (M&S). It evaluates the impact of political, economic, social, technological, legal, and environmental factors on M&S's operations. The report concludes with a critical evaluation of these factors and suggests recommendations for improving operational efficiency.

Management &
Operations

INTRODUCTION
Administration is essential activity that helps in reducing costs and achieving goals of the
company. It includes controlling of employee performance, coordination and implementing
strategies of organization. On other side operation management is field of care with designing
and monitoring procedure of production (Lindström and et.al., 2015).
This report is supported on M&S Ltd. It specialises in selling of clothing, domestic goods
and lavishness foods goods. This assignment will give introduction of company and its
administration construction. It will state role of leaders as well as function of management in
different situation. It will apply different theories of management and leadership to support
growth and sustainable execution.
TASK 1
1. Introduction of organization and its management structure
Mark& Spencer Group plc is leading British international retailers situated in City of
Westminster, London. They are merchandising of article of clothing, domestic goods as well as
lavishness food products. It was founded by Michael Marks and Thomas Spencer in Leeds. M&S
currently has 979 stores across UK considering 615 that only trade food goods. On 2018, it was
confirmed that over 100 stores will have closed by 2022 in a radical plan(Marks & Spencer to
close 100-plus stores by 2022 in ‘radical’ plan, 2018).
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Illustration 1: Flat Organization Structure
Source: (Flat Organisation Structure, 2018)

Mark & Spencer follow flat structure in their company. This helps in easily interaction
with all department and staff at workplace. It has an organizational structure with no level of
middle management between staff and executives. This assists in building relationship between
staff and management. Flat organizational structure promotes employee’s engagement through a
decentralized decision making process (Flat Organisation Structure, 2018). This structure is
beneficial for better team spirit and rising communication between staff at different levels in
organization. With the help of it, employees are worked effectively and resolving conflicts of all
departments of organization. Therefore, firm has adopted flat structure for increasing
productivity and profitability of business. The benefits of flat structure are reducing cost of
middle management, effective communication and easily resolving conflicts in the M&S.
2. Define leaders and managers as well as compare roles and characteristics
Leaders:
A person who influences a group of people towards accomplishment of objectives of
company. They are given guidance of their subordinates for effective performance at workplace.
Leader have to lead or command of group of individual.
Mangers:
A person who is responsible for controlling and monitoring of whole organization.
Managers have to motivate employees that encourage for rising their skills and knowledge. They
are exercised managerial function such as planning, controlling, coordinating, directing and
controlling in organization.
Compare roles and characteristics of leaders and managers:
Basis Leaders Managers
Performance Leaders are representatives of the
M&S.
Managers are controlling
bodies of the organization.
Working at level They have to lead at all level of
management such as top, middle
and lower level (Qu, Janssen and
Shi, 2015).
They have to perform different
role such as interpersonal,
informational and decisional
roles.
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Ability to work Leaders must have ability to
delegate work.
Managers must be flexible and
versatile for their work in
M&S.
Responsibility Leaders are responsible for giving
guidance to their subordinates.
As compared to, manager
responsible for controlling of
company.
3. Difference of managerial functions & leadership roles by applying various management
theories & concepts
Managerial functions v/s leadership roles: -
Fredrick Taylor – Scientific theory of management : This theory focuses on providing rewards
to workers in order to improve their productivity. This theory is used by Marks & Spencer for
performing their various managerial functions like providing direction to the employees so that
work is completed in the way it has been assigned by top management. It will assist in increasing
their market share as well as help in taking various decision for getting effective results.
However, Leaders of M&S lays emphasis on providing their employees a positive motivation so
that their ability to work is improved (Lussier and Achua, 2015).
Henry Fayol's - Administrative management theory : In this theory of management, fayol
suggested various functions which managers have to perform to maximize the efficiency of
workers. These functions include planning, organising, controlling etc. which are performed by
mangers of this organisation to support workers for proper functioning of the company. Whereas
leaders of M&S delegate various responsibilities to employees in order to inspire them for better
working & increase their Moral which support the establishment in getting positive result.
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4. Roles of a leader and functions of a manager in different situation of the organisation
M&S is a leading brand and operates at global level. Therefore, the level of uncertainty is high in
this organisation and hence leaders and managers together perform distinct role and functions to
manage same. Some of them are discussed below:
 Leader has a role to motivate and encourage employees to perform better (Collings,
Wood and Szamosi, 2018 ). For example, in high stress conditions faced by Marks and
Spencer, leaders can inspire workers to increase their participation in decision making or
activities going in company. During stressful situation managers of company can
implement effective communication with employees in order to know about their wants.
This will emphasise a smooth culture in firm.
 Managers can organise its various resources so that they are utilised properly, if resources
are not utilised properly it may hamper the working conditions of company. For
Example, if duties are not assigned to the right person, this will affect the organisation
because there will be mismanagement in assigning duties. This will reduce the efficiency
rate and thus result in low productivity. Leaders of M&S delegate responsibilities to
employees on the basis of their capabilities which support management in their various
decision- making process (Geisler and Wickramasinghe, 2015). This helps the company
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Illustration 2: management theory
(Source :Management Theory of Henri Fayol, 2017)

in retaining their efficient employees in organisation. By using resources in proper way
firm can increase their market share which will assist them in increasing their success
rate.
5. Apply different management and leadership theories
In order to promote and support growth and sustainable performance in M&S there are range of
theories that are applied by the management. They are as follows:
Situational theory:
In this theory the leader provides a leadership according to the condition, situation, and
ability of employees working in an organisation (Situational Leadership. 2018). Marks and
Spencer can make use of this theory in order to enhance their growth and sustainability. Model
consists of various elements such as participation and involvement of workers in decision-
making. This supports company in enhancing their efficiency. Company can also ask employees
for their feedback regarding any scheme or policies implemented by organisation. It would
enhance the motivation and confidence level of workers. This will also increase sense of
belongingness in employees, which would assist firm in growing or expanding their market
share. It would build a friendly relationship between management and workers.
System leadership:
Marks & Spencer uses this theory in their organisation to increase the productivity of all
the employees whether they are working at top level, middle level & lower level (Boylan, 2016).
To anticipate the behaviour of employees in the firm leadership theory becomes a tool for the
leader.
Contingency leadership theory:
This theory lays emphasis on specific factors which are situational in nature. It impacts
the relationship among dependent and independent variables (Otley 2016 ). Model explains that
there is not structured way to resolve worker’s problem. Marks and Spencer can utilise this
theory by identifying the issues faced by workers in a particular situation. This would encourage
employee satisfaction and reduce employee turnover in company.
6. Assess strengths and weakness of different theories and approaches
Situational Leadership:
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Strength
 The strength of this approach is to better determine level of performance of employees in
M&S. This also recognizes need for flexibility on the part of leaders (Portoghese and et.al.,
2015).
Weakness
 Situational theory is difficult in defining and quantifying maturity.
 This approach is hard for future of company plans and needs.
System Leadership
Strength
 The pros of this theory is to focus on multiple dimensions of management in M&S. It is increasing adaptability of organization to environmental changes.
Weakness
 Cons of system theory is to lead to delays in decision making.
 It is not assessing outcomes and identifying needs of small tasks (Ramos, 2014).
Contingency Leadership:
Strength
 The strength of this theory is built relationship between employees and leaders. It has been proved to predictive power in determining types of leadership.
Weakness
 Weakness of contingency approach is to complex when leaders is put into practice this
theory.
 It is also difficult empirical testing, because of there are many factors are involved in
methodology.
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7. Conclusion and recommendations
From above it can be concluded that M&S follows flat structure in the organization.
Leader have to lead off employees and giving training, so that team member well perform and
contribute in solving different situations of company. This assists in implementing strategies and
improving productiveness of M&S. As well as manager is playing different roles in motivating
of workers for effective performance in workplace. They are implemented policies that are
effects on business in terms of profitability.
Recommendations:
 Leader should follow autocratic style, so that they are easily interacted with employees.
 Manager should adopt scientific theory for effective manage of employee’s performance
and organization.
 They should also follow situational leadership approach for solving different conditions
at workplace.
TASK 2
1. Operation management of M&S Ltd. And its key approaches
It means an area of management, M&S Ltd OM is concerned with designing and
controlling the production process and redesigning its specialised business operations of selling
clothes, home products and luxury food products. It is related with designing and controlling
process that supports in identifying issues and redesigning entire process (Patyal and Maddulety,
2015).
Key approaches of operation management:
Six sigma:
Six sigma is a methodology that is essential for M&S to implement for improving the
quality of final product through eliminate errors, saving time and reducing cost. By
implementing six sigma approach business can assist employees in managing their time
effectively and that help in making workers productive that ultimately increase the efficiency of
the company (Ipsen and Nielsen, 2017). It aids organisation in focusing on the areas that requires
improvement. By improving necessary areas firm can automatically attract more and more
customer and can increase the sales revenue and can gain the competitive advantage in the
market.
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Lean manufacturing :
It is a systematic method for waste minimization within the production system without
compromising productivity of output. By implementing this approach M&S Ltd can achieve
greater output with the fewer people by standardizing work and increasing efficiencies. so the
business can focus on other area of operations (Ramos, 2014). This approach is engaged in
improving the quality of product, problem solving methods are used to identify the root cause of
the issue as the issues arises in quality. Through that company can take immediate actions to
resolve the problem.
2. Roles and responsibilities of manager and leaders in management of operations
Role of Managers:
Manager plays various roles in managing operations and delivering products and services
to customers. Roles are such as followed:
Manage support services: Manger is responsible for arranging support services that are
included develop capabilities of employees and improve performance in company. They are
playing wide role in increasing output of support services of different divisions. With the help of
managing functions of every department, coordination and interaction between support and
business function (Ipsen and Nielsen, 2017).
Risk control: Manager is controlling risk for managing operations of M&S. With the help
of risk control, they are implementing strategies for improving effectiveness of operations.
Managing resources: Operation manager have to manage both raw materials and
personnel (Portoghese and et.al., 2015). Resources are included human resources, financial,
technological etc. With the help of arranging substitutes, they are managing operation of M&S.
Role of leaders:
Focus on quality: Operational leaders are responsible for focusing on quality for
effective management of operation of M&S. It helps to inspire their workers to attempt and meet
leaders' expectation. By this way, managers have to motivate employees that rising their skills
and knowledge.
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Risk taker: Leaders take risk and implement strategies for improving performance of
employees, so that team member well performs and contribute in improving operational
efficiencies of M&S (Charan, 2017).
Trainer: Operational leaders have to give training of staff in M&S. They are providing
coaching for effectively performing of company. With the help of training, leader improve
employee’s performance and developing their skills at workplace.
3. Importance of operation management (OM) and values of operational approaches
It is very beneficial for the M&S Ltd to implement Six sigma and lean manufacturing
approach of operation management. Six sigma helps in ensuring the elimination of errors in the
business process. It assists in improving organisation processes by the use of statistical analysis.
Importance of OM is described as below:
 Minimizing defects: Implementation of six sigma approach is essential to minimize the
errors or defects. By using these techniques, employees can identify the continual issues
and problem areas that is impacting on the overall expectation of the customer's in
relation to quality of product or services (Ramos, 2014).
 Reduce wastage: Operational approach focuses on continuous improvement by
identifying the area that requires changes. It aids business in reducing wastage and
deviations in the business process. Company can achieve better output and increase
profits by reducing wastage or optimum utilisation of available resources.
 Increasing customer satisfaction: In the business environment competition is increasing
day by day. Key approaches of OM such as Six sigma, lean manufacturing etc help
organisation to handle various challenges to due increased competition. It assists
company in proving better quality product or services to the customers at a competitive
price. That ultimately helps M&S Ltd in achieving consumer’s satisfaction and building
loyalty of the customers (Patyal and Maddulety, 2015).
 Effective management: In this approach the working standards and instructions are
preestablished. People can know their work and able to manage task according to the
given instructions. That helps in reducing the wastage of time that involved in the
allocation of the responsibility. Support group in a team is always there to help people in
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any problematic situations. It assists in managing task effectively and efficiently that
increases the overall productivity of the M&S Ltd.
 Cost reduction and raising productivity: one of the biggest advantage of lean
manufacturing approach is getting more work done with the fewer people. As the
activities, involved in the task is already designed that increases the efficiency level of
the worker (Charan, 2017). Due to this reason, it becomes possible to complete the work
with the utilisation of less manpower. That helps in reducing the over all production cost
of the M&S Ltd and increasing productivity level.
4. Evaluate how manager and leaders could be effective in improving operational efficiencies
Managers have to motivate team members that encourages employees and raising their
confidence. By this way people perform well and contribute in improving operational efficiency.
This assist in retaining skilled workers in the firm for longer duration. Leaders have to lead them
well and have to ensure that all employees are clear with their role and responsibilities (Ramos,
2014). Manager have to communicate and coordinate with their employees, so that they are
developing their skills and knowledge. This helps in improving operational efficiencies in M&S.
Leaders have to give training for developing communication skill of employees in workplace.
Manager is ensured that employees are highly satisfied with performance in the M&S. By
this way people perform well and contribute in improving operational efficiency. Leaders have to
lead them well and have to ensure that all employee are clear with job role. Leader are providing
training for effective work and improving knowledge of employees. Manager have to motivate
team member that encourage employees and developing their skills. Thus, worker contribute in
improving efficiencies of operation of M&S. Leaders are giving guidance of their subordinates
for effective performance in the M&S. With the help of direction, employees are effectively
performing and helping in improving efficiencies of operations of company (Ipsen and Nielsen,
2017). Manager have to encourage employees that develop skills and knowledge for effective
work in company.
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5. Impact of external business environment factors on operation management and decision of
leaders
Political Factors: Changes in government policies such as exchanges rate, taxation, trade
policy etc. that are directly effects on operation of M&S. For instance, if government has to
regulate free trade policy so that it is reducing in sourcing costs.
Economic Factors: It includes inflation, interest rates, monetary policy that are directly
impacts on operation of M&S. For example, if inflation rate is increased, so that it is effected on
purchasing power of consumer. Therefore, it is affected on operations of M&S (Patyal and
Maddulety, 2015).
Social Factors: Customer demand, needs and wants, income, etc. that are directly
impacts on operation of M&S. For instance, if consumer's income is increased, so that it effects
on decision of manager regarding sales of goods and services.
Technological Factors: M&S should adopt advance technology for effective operation
of business. Company is integrated high tech platform in its existing infrastructure, so that it is
directly impact on operations of M&S.
Legal Factors: Changes in laws and regulations relating to consumer protection, labour
law etc. These factors effects on decisions of manager regarding health and safety of employees
(Ramos, 2014). So that, they are helping in effective operations of company.
Environment Factors: It includes environmental regulations and eco-friendly etc. that
effects on decisions of manager regrading environment issues, so that they are effected on
operation of M&S. Therefore, company produce eco-friendly goods and services.
6. Critically evaluation of application of operation management to manage factors
There are some political factors such as trade policy that are reducing in sourcing costs,
so that it impacts positively on operation of company. In critically analysis, legal rules and
regulations are directly affected on overall performance of organization. Furthermore, some
technological changes, company is giving training for their employees for adopting new
technologies, so that staff helps in increasing profitability. With the help of effective operation
management, M&S is to manage factors that are impacted on wider business environment. This
assists in improving overall productivity of organization. In critically evaluation, effective
managing operation are helping for satisfying with customer needs and wants.
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7. Conclusion and suggest recommendations
M&S should adopt advance technology for effective management of operation. By this
way, organization will achieve goals and objectives of business. Firm should follow six sigma
approach to manage operation in workplace. Manager should motivate to their employees for
improving operation efficiencies of M&S. Leaders should effective lead to their subordinate for
effective performance in company. This assists in increasing profitability of organization.
CONCLUSION
From the above report, it can be concluded that M&S follow flat structure for easily
communication with employees. Leaders and managers can be adopted situational and
contingency theories for solving different situations of company. Effective management and
increasing customer satisfaction essential for operation management of organization. Manager
have to motivate their employees for improving operational efficiencies in firm.
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REFERENCES
Book and Journals
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