Management & Operations Report

This report examines the roles of managers and leaders in Marks and Spencer, a clothing company, and explores different leadership theories and their application. It also delves into the importance of operational management, highlighting key approaches like Total Quality Management, Kaizen, and Just-in-Time, and their impact on organizational efficiency. The report concludes with recommendations for future improvements in management and operations.

Management & Operations

INTRODUCTION
Management and operations are interrelated to each other. High quality products are
produced to improve production. Managers of the organisation set goals and objective that has to
be achieved. Managers handle and manage various department at different level in organisation.
Operations involves high profitability in the organisation. This is process of planning, organizing
and coordinating various activities and operations. Present report will study about M & S, which
is a clothing company. This study discuss briefly about the managers and leaders different role in
the organisation (Ahuja, 2017). Further this assessment will explain various theories and models
of approach and value of operations management in order to achieve their objectives effectively.
Task 1
1. Introduction of the organisation and its management structure
M & S is involved in retail business whose headquarter is situated in London, UK. It was
founded by Michael marks and Thomas Spencer in 1884. They sell cloths, home products and
food items. They serve their products worldwide. M & S company also started selling branded
products like Kelloggs corn flakes in 2008. Marks and Spencer is following the Flat
organisational structure in which there are few levels of management in order to have effective
communication and coordination between the management and the employees.
Illustration 1: Flat organisational structure of Marks and Spencer
( Source : Organisational Structure Flat, 2017)

2. Define and compare the different roles and characteristics of a leader and a manager.
 Manager – They work in organisation to manage different department and its process.
They take action on cooperative groups which to direct them towards achieving common
goals. Manager takes decision and implements new ideas to increases more profitability
in the organisation. Managers of Marks and Spencer ensure that the work is performed
effectively and efficiently by the other departments of organisation.
 Leader – They provide direction and motivation to influence organisation employees for
a betterment of works. Leaders of Marks and Spencer provide motivation to employees
which assist in improving their performance. Leaders of marks and Spencer provide
direction to the employees for achieving the objectives of firm.
Role of managers and leaders :
 Manger Roles – Managers posses different roles in different enterprises. They assist in
designing and managing operations of the organisation to improve profitability and
productivity. Manager develop plans for organisation and implements to achieving future
goals and objectives. Manager takes decision in right time according to situations
(Bozarth, and Handfield, 2019). They help in increasing growth opportunity. Manager
effective decision-making helps to accomplished the objectives of organisation. Also, It is
important for managers to understand the situation, make plans and implements on right
time. Manager of marks and Spencer perform different roles in the organisation such as it
manage the work, formulate policies and make effective decision for improving the
functions of organisation. Managers in marks and Spencer develop plans for improving
performance of the firm.
 Leader Roles – They motivate organisation employees by building strong relation with
them. They have quality to lead employees in different situation. Also, the priority of
leader is to listen an employees' suggestion and analyse it whether it can be implemented
or not. Leaders have different techniques to improve employee performance. They focus
on employees and their performance. Leader in marks and Spencer perform various
functions such as it provide direction to the employees create vision for employees
regarding the objectives of organisation etc.
 Manager characteristics

Manager is reflects to organisation and company to focused on manage a team of people
and their activities. This will can be affected the scope, types of roles of manager. Managers have
nature about to manage things in organisation. It ensures works gets done, focus on day to day
task (Bromiley, and Rau, 2016). It will be manage the activities for different department and
staffs in the organisation. Managers focused on the activities and to have a direct approach. The
manager in marks and Spencer is the person having the ability to manage the things such as
conflicts, ensure that the work is properly done etc.
 Leader characteristics
Leader is to focused on the employees and motivates them. Leaders is a character who
have to implements objective and goals. Also, leaders is focused on his team to developed
qualities on its employees. They inspire and motive employees with different task (Chiarini and
Vagnoni, 2015). Leader are adopted ordering by the manager for plans and leaders is to
implements. Leader of M & S needs to be very specific while performing in the organization.
They should manage their team effectively as well. It is the person In marks and Spencer which
have the influencing power which assist in increasing the profitability of M & S
3.Analyse the differences of managerial functions and leadership roles.
There is a huge role and responsibilities of a leader and a manager in the organization as
they both assist them in enhancing their performance. Both manager and leader has their specific
duties towards their work which they have to fulfil appropriately.
Difference between managers and leaders is mentioned below:
Manager Leader
Managers plan strategies for various situations But leader is implements those strategies.
Manager handle and manage the overall
activities in Marks and Spencer.
Leader motivates employee
Managers implements the plans Leaders follows the mangers pla .
Managers perform functions such as setting
goals for the employees to achieve those goals
effectively and efficiently.
Leader provide direction to the members of
teams and also assign them job responsibilities
according to their capabilities.
Managers focused on organisational working leader focused on people

things
Managers assist in creation of goals on the
priority basis.
Leader directs the goals created by managers to
the members to provide vision.
4. Different situations in organization and examining roles of a leader and functions of a manager
Different situation of M & S
 Planing- this will helps managers to generating idea. Planing helps the involvement of
action. It helps in engaging employees for the innovative ideas for improvement of
organisation operations,. Managers works on short term goals . Planning is essential for
achieving the objective of the organisation and thus managers plan and formulate
strategies for achieving targeted goals. Leaders provide motivation and appraisal which
assist in improving their performance.
 Organising - Organisation cannot survive without proper management . after planing
organised and implementation is important of M & S company . This will helps to
take decision in organisation. Managers helps to sustain goals and distributes various
department in organisation (Haksever, and Render, 2018). Managers works on decision
impacts in the organisation , after taken decision leaders follows managers goals and
works with its teams to achieved the targets and goals.
 Commanding – Employees of the firm have to follow the commands of their managers.
It helps in improving communication between the employees and managers which assist
in achieving goals of M & S company. Mangers have commanding situation for
effective working by the employees. It helps to sustain the commends goals and objective
for the organisation .
 Coordination – This function is help to mangers for the impacts on the productivity in
the organisation. Manger coordinates with different department , staffs and lower level
management in organisation (Harrison, and Lock, 2017). Coordinates by the mangers is
help to improves business goals and development. This function is important of both
manages and leaders to improves their performance. Coordination helps in improving
performance to increase profitability

 Control- Both of management and leader have controllability power in their designation.
Managers controls whole departments of organisation and maintain working performance
with different staffs leaders and lower level management in the company. Also managers
have to created perfect management for the organisation. Controlling helps employees to
work in proper manner by monitoring everything.
5. Apply different management and leadership theories to organization for support growth and
sustainable performance.
 Situational leadership- this will helps to encourage store manager to effectively utilise
quality on situation basis. In M & S company retail store situation rapidly changes,
motivation of team is vital to maintain in such circumstances. M & S company must
adopt effective leadership so that teams may be able to perform better with ease. It is
required that in accordance to situation, different styles of leadership should be followed.
Maintain a balance is required to be made between working and team for productive
results (Hitt, Xu, and Carnes, 2016). The roles of store manger become more crucial
when he performs his duty like leader. Leadership is related to developing the skills and
knowledge of members to increase their performance and efficiency to complete the task.
 Contingency leadership – It highlights that with reference to internal and external
situation, success or failure of leader depends. Strategic decision-making is to be made
for the growth of M & S company. This kind of leadership can be used in every type of
situation. Management is to motivates employee and managers are considers as an
asset for the organisation. Contingency leadership is being considers as a leading branch
for M & S company management . This theory helps to understands different projects
life styles to improves the quality for the employees in the organisation.
 Behavioural leadership - this is shown that leaders behaviours as opposed to their
mental, physical or social characteristics. This will helps to analyse the behaviour of
leader qualities in effective ways. Also considers the effective condition will access on
employees by the leaders ( Lakeside Engineers and Noyes, 2016). Leaders focused with
the task and those concerned with the people. It will depended on the behaviour of leader
with their working environments. Working Behaviour is important of nay organisation .
6. Assessing the strengths and weaknesses of different theories and approaches
Situational leadership

 Strengths – It helps to used a lot to train leaders in organisation. Also it is easy to
understand and applied in any situation. It helps the leader of M & S to be very flexible
with its leadership style for their need. It remains leaders to employee for individually
based on its task at hand and seek opportunity to help their employees learns.
 Weaknesses – situational is not to be constancy in any time its a affects on the
employee's performance ( Laudon, and Laudon, 2016). Situational leadership as
different as to other leadership behaviour. It will not directly apply the ideas its depends
on the situation. Also it deals with how certain statistic for their characters.
Contingency leadership
 Strengths – it is reliable approach to sustain its quality and achieve effective leadership.
This contingency theory the leader of M & S to help in focusing on the best option that is
available. This theory refers that not to expect leadership be equality of effective
situation.
 Weaknesses- contingency is inadequate literature for effective leadership .it is complex
for needs for the situation. Also, it difficult to different problems in testing the percepts
of the theory. It will avoid the undesirable aspects of environment.
7. Conclude on how managers and leaders make impacts on the organisation and make
recommendations for future improvements.
It is concluded that manager and leader is very important role in the organisation .
Managers have priory to makes decision on situational based their organisation. Leaders
motivates the employees with their performance and activities. Also it is concluded that
managers have different roles and characteristics to implements for betterment for the
organisation (McCullough, 2017). It will shown that the both have different roles in
organisation but most of objective to sustain organisation in profitably.
Recommendations
Managers and leaders must be followed for the different positioning employees problems
that managers and leaders have faced. Also both managers and leaders have to understand
employees had also a good suggestion for betterment for organisation, it will helps to makes
changes within employees working environments and makes better productivity in the
organisation. Both manager and leader can help the organization to increase their sales and

production by improving their performance in the industry. This will also assist in achieving their
aims and targets effectively.
TASK 2
1. Introduce operation management of organization and explain the key approaches adopted by
the organisation.
Operation management involves planing , organizing coordinating process that makes
necessary development for the profits for the organisation. Operation management improvement
that the qualities of redirected by mechanized the productivity on this steps. This management in
M & S company that affects that nature of variable commanding in retail industry. It helps that
productivity for the operational management.
 Total quality management – TQM helps in improving the quality of products and
services provided by M & S company. It is the process of centred that put step internal
and external factors that transform for permeance measurable. It will helps to
development for the effective process that added in up to largess level of micro process
(Siryani, Mazzuchi). It has coordinated with different system that have to approaches
with manages and leaders. All the employees of M & S company in order to quality of
product increase their knowledge and skills .
 Kaizen - This will helps to improve suggested a quickly implemented set of changes in
the organisation. Different company's changes according to their prospects , but the
models helps to understand the quality for the productive for the organisation . Its
important for different operation for the corrective organisation steps,and leading the
management for the organisation (Stevenson, 2014). Any changes in M & S company
that helps with this approaches for consideration with effective plans in the organisation.
 Just in time –It helps in providing the material in the specified time to complete the
production process in time to have smooth flow of goods and services. Also, it will help
to immediately working with the perfect time management. M & S company follows j
just in time model for development and achieving goals with limited time. The
productivity of company help to effective working limitation to cover up in the
organisation.

2. Identify the roles and responsibilities of managers and leaders in successful management of
the operation of your organization.
Operational managers are those who assist the organization in managing all its
operational work effectively. The also help in maintaining a relationship between senior
manager. They also help in evaluating various strategies and goals for the organization to
enhance their performance.
(Ahuja, 2017). Operational manager have reasonability for motivates organisation employees.
 Staffing and hiring – Operational manager of M & S have responsibilities to hiring new
employees according to organisational works, Also manage staffs for better productivity.
 New employees trainings - Organisational new training with new employees makes
betterment for future responsibility for M & S. This will helps to employees of M & S
takes decision on future situations.
 Developing existing employees – Changes in organisation also makes new tasks for
existing employees. Managers of M & S have responsibilities to developing existing
employee.
Responsibilities of leader -
 leader is a responsible for new operational activity in the organisation.
 In operational management leader guiding a group of employee .
 Leader have responsible for the developing the employees performance to
improves the quality of productivity.
 Leader is to provided their employees task according to different projects.
3.The importance and value of the key approaches to operations management
Total quality management- This is a method which can be very helpful for the organization in
order to manage their quality of work effectively. TQM approaches basically assist in
concentrating on the improvement in their respective services (Bozarth, and Handfield, 2019). It
improves services, products, processes and the culture in which they works.
Kaizen – it is means to that improves all the activity in the organisation the role of operational
mangers in total quality managements to apply the strategies like kaizen in M & S company.
Improvement in operational management is to understand the process of organisation with
effective ways in the organisation.

Just in time – in operational context just in times means that if organisation have situation to
makes productivity with lesser time is has to manage time properly. It helps to implement in
operational activity with just in time to effective management. Better productivity helps to
understand the quality for the effective quality for better productivity.
4.How managers and leaders could be effective in improving operational efficiencies.
Operational efficiency is related to utilising the resources of organisation effectively in
order to derive better results to achieve the organisational objective effectively and efficiently.
Operational manager of organisation is responsible for improving the operational efficiency of
firm by using different strategies and techniques.
Leaders of Marks and Spencer in order to improve the operational efficiency make sure
that qualified candidates are hired to for performing different activities of organisation. Leaders
of M&S make sure that employees are provided with proper training to improve their
performance level and increase their efficiency for performing higher to achieve the common
goals of business. Operational efficiency is improved by managers and leaders by improving the
quality of products provided to customers to gain their trust and retain them in business.
Managers and Leaders in operational management improves the business efficiency by
empowering employees works. Also, empower the staffs on the highest level for effective
business. This can be the best option in understanding the operational work in the organization in
order to fulfil the requirement of their customers.
Managers can helps in enhancing the effectiveness of the organization for the use of
resources. Manager is an important part of the organisation and it is responsible for all the
profits and losses in the organisation. Managers are responsible for managing the resources of
organisation in order to derive better results and improve the performance of firm in market
(Bromiley, and Rau, 2016). Managers have different challenges to face and solve them
effectively to overcome different problems of organisation to increase organisation efficiency.
Managers by formulating different policies and strategies assist marks and Spencer in increasing
their operational efficiency to achieve the goals of organisation and increase their brand image in
market.
5. The impact of external business environment factors on operational management.
Operational management is related to creating the highest level of efficiency in order to
increase organisational profitability. Operational management assist the organisation in

improving its overall productivity by utilising the resources in effective way to increase the
efficiency of organisation. There are various factors which have their influence on operational
management of marks and Spencer such as :
Natural disasters- Natural disaster have its impact on the productivity of Marks and
Spencer. Due to natural disaster such as flood, earthquakes etc. marks and Spencer is not able to
deliver its products and services at different places which affect the various operation of M&S.
Organisation face problem such as less productivity, unreachable products by transports, and it
can change the customer satisfaction.
Governmental factor – Government laws and regulation affect the various operation of
Marks & Spencer due to which organisation is not able to perform various operations. Increase in
tax rate affect Marks and Spencer because it will affect the price of product and also profitability
of organisation is reduced. Governmental laws changes makes problems for the organisation,
future plans helps to sustain the problems and effective selective contribution for the situation.
Innovation – in organisations different ideas can make new changes . Also, it helps to
change in working environment (Chiarini, and Vagnoni, 2015). Innovation assist in increasing
the productivity of marks & Spencer. It assists enterprise in focusing on the future ideas that
makes new benchmarks in profitability. Innovation can changes the operation activities for the
better application of operations management of productivity in the organisation. Different
productivity have different variety of products that customer can choose according to their
necessity
Political Factor  They should follow all the rules and regulations properly.
Political factor include tax rate , government policy etc.
 Marks and Spencer is affected by the political factors as it
have both negative and positive impact on the business. For
example, increase in tax rate will reduce the profitability of
marks and Spencer and decrease in the tax rate will help in
increasing the revenue for the firm.
 Political factors affect the business to great extent and are not
in control of the organisation.
 Political factors which affect Marks and Spencer are
reduction in the sourcing cost due to free trade policy.

Economy Factor  Interest and inflation rate impact their business to a large
extent.
 Economic factors affect the business environment as changes
in these factors will affect the profitability of the firm.
 For example, increase in the inflation rate will increase the
price of product and services offered by Marks and Spencer
due to which the profitability of the firm will be reduced.
 Economic factors affect marks and Spencer are competitors
discounted pricing etc.
Social Factor  They have to deliver the best according the requirement of
their customers, respectively. For example, changes in
customers preference will have a negative impact on the brand
if the organisation is not providing the products and services
according to their taste and preferences.
 Social factors affect the Marks and Spencer business includes
chain of product recalls create negative social trend etc.
Technological Factor  They can implement new tools and technology in their system.
 Technological factors which affect the business of Marks and
Spencer are changes in technology trend will affect the
business functioning of Marks and Spencer.
 For example, emerging trend of social media and online
presence of the organisation is gaining popularity.
Legal Factor  They have to follow all the legal laws and terms carefully.
 As this can impact negatively on their business.
 Legal factors which affect Marks and Spencer are financial
dispute with Frascati landlord.
 Organisation have to follow the rules and regulation which are
made for protecting the customers such as health and safety

Act, consumer protection act etc.
Environmental Factor  They have to be very careful in the context of environment.
 They can use eco friendly poly bags in organization.
 Marks and Spencer have to follow the rules and regulation
which are made for protecting the environment otherwise strict
action are taken by the government towards the company.
 Marks and Spencer in order to protect the environment is
using ethical green practices and is involved in developing
environmental friendly and sustainable products.
6. Include critical evaluation of the application of operations management.
Planing – Operational management plans to manage process in the organisations. Production in
company will not be operates without plan. It depends on the plan which types of production will
be starts or not. Planing is the first steps of handling operation management. Planning in
operational management assist organisation in developing various plans and strategies which
support them in identifying various opportunities in order to achieve the objectives of
organisation
Monitoring - After planing it is important that the monitoring the situation. It helps in
identifying various errors and defects in the application of operations management. Monitoring
helps to evaluate employees working performance according to their given tasks. Different
situation have different operation system, monitoring helps to understand the situation for the
effective valuation for the company.
Execution- Planing and monitoring is succeeded in the organization, it is essential to
implementation of the new ideas and innovation in the organisation (Haksever, and Render,
2018). Different concepts assist in providing innovative ideas and its implements result as
decided to implement or not in long term and short terms. Execution help to sustain the different
major effectiveness on the results for the better productivity in the market.
7.Conclude and suggest recommendations for future improvements .
It has been concluded that operation management have Various roles and responsibilities
for betterment of organisation. Also, operational management assist in achieving different

objectives and goals. Manager and leader have different operational efficiency to improves their
works. Also, it is concluded that leader and manager in operational management have different
external environment to have impacts on them. External factors which have their impact on
operational management include natural disaster, political factor, social factor, environmental
factor etc.
Recommendations- for future developments' manager and leaders have to understand their
responsibility in organisation, Marks and Spencer should improve product quality in order to
attract more customers by using high quality raw materials. Organisation sustain their
management in its working environments (Harrison, and Lock, 2017). For future improvements
it is essential that organisation focused on the operational activity, its helps to sustain the supply
chain in its management. Marks and Spencer for future improvement should use different
techniques to improve its operational efficiency such as reducing expenses, improve
communication, inventory control etc.
CONCLUSIONS
From this report it can be sum up that operation and management are very essential for
the organisation. It helps to sustain external and internal goals and objective to achieved the
organisation goals. Also, it is concluded that manager and leader have different responsibilities
and roles in operational and management concept in organisation. In this case is briefly about
operational and management have effective business objective to achieved on different situation

Organisational Structure Flat. 2017. [Online]. Available through
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