Operations Management: A Critical Review

This assignment delves into the field of operations management, analyzing various theoretical perspectives and practical applications. It examines core concepts such as operational efficiency, effectiveness measurement, supply chain management, and facility management within diverse organizational contexts. The assignment encourages critical evaluation of influential research papers and their contributions to understanding modern operations management principles.

MANAGEMENT AND
OPERATIONS

Table of Contents
..........................................................................................................................................................2
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
INTRODUCTION...........................................................................................................................3
P.1 Defining and comparing the role and characteristics of leader and manager ................3
P.2 The role of leader and manager in different context........................................................5
P.3 Different theories and models of approach......................................................................5
TASK 2 ...........................................................................................................................................8
INTRODUCTION...........................................................................................................................8
P.4 Key approaches to operations management and the role of leaders and managers .......8
P.5 Importance of operations management ...........................................................................9
P6 Factors that impact the operational management and decision making by leaders and
managers with reference to Marks &Spencer Ltd................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
In today's world, companies are desirous of obtaining economies of scale and long term
profitability and sustainability. It can only be possible through effective management and
leadership by managers and leaders of the company. In this present scenario, there is a huge
need of efficient management and operations. Operations management leads to proper and over
all development of an organization (Akkerman Farahani and Grunow, 2010.). This present report
has been addressed in context of Marks and Spencer which is one of the biggest company
engaged in the business of selling clothes, home products, and luxury food products. To maintain
effective and impressive operations management In the premises of the cited company, its
managers have a duty to keep an eye check on its over all functions and tasks.
TASK 1
INTRODUCTION
In this assignment , the impact of leaders and managers on the over all development of
the company and its operations has been discussed (Sheu, 2010). Managers and leaders play an
important role in smooth functioning of operations management of Marks and Spencer company
which enable it to achieve the desired goals of company.
P.1 Defining and comparing the role and characteristics of leader and manager
Managers and leaders are considered to be an important part of any organization. They
are responsible for managing the overall resources of the company.
The different role of managers and leaders are as :
Managers Leaders
 Managers are those persons who set
goals and objectives of the company.
 Managers refines systems and structure
to make them better (Baldwin, Allen
and Ridgway, 2010).
 Mangers of the cited company controls
the risk for their business organization.
 Manager evaluates and form plans for
 Leaders are those persons who create
visions.
 Leaders of Marks and Spencer are
change agents.
 Leaders take risk to achieve the profits
for the company.
 Leaders are responsible to motivate its
employees.

recovering issues occurring at work
area of company.
Characteristics of leader and manager in the context of Mars and Spencer are:
 They are responsible to assign the tasks as well as to define the purpose set out behind the
respective task.
 They are also accountable for the effective product distribution and services for the
company that is Marks and Spencer. By enabling this, the company can become a
leading company in the business industry (Barratt, Choi and Li, 2011).
 Managers and leaders are responsible key personnel in the company, who generates new
ideas regarding latest trend and fashion in clothes of male and female and include
innovation in them to attract customers.
 Managers and leaders of Mark and Spencer are accountable for satisfaction of the needs
and wants of its customers as well as stakeholders.
Managers and leaders are those important key managerial personnel which helps the
company to achieve their set goals and objectives. The companies in present era wants more
efficient and capable managers which can manage their operations so as to achieve long term
goals and sustainability. Leaders are vision oriented and perceive about future. On the other
hand, managers are process oriented persons. In the context of Marks and Spencer, it has been
assessed that leaders assist and protect their employees and consistently motivate them to
achieve the set desired goals. On the other hand, managers serve the link between top level
management and employees of organization.
From the aspect of Marks and Spencer, It has been evaluated that there are many types of
theories related to role of manager and leader. These are as follows:
 Management theories:
◦ Human Relationship theory: It enable manager to identify and satisfy the wants of its
employees so that employer can maintain good relationship them (Brown, Bessant
and Lamming, 2013). Also the company needs to establish effective relationship with
its employees so that they can be more effective an oriented towards their work.
 Leadership theories:

◦ Trait theory: Leaders of this company to analyse the personalities of its workforce by
which leaders can assign the tasks according to their abilities. This theory enables the
leaders of the cited organization to identify the capabilities of each and every
employee of the company.
P.2 The role of leader and manager in different context
As evaluated, managers and leaders are responsible for carrying off the whole business
process of the company (Ergun and et. al., 2010). The managers and leaders of the company need
to have a proper knowledge about each and every function and aspect of organization so that the
key managerial personnels be able to manage operational administration of the cited firm and
also perform those tasks which are for the betterment of the company. Role of manager and
leader of Marks and Spencer are :
 Examine market research: It is the main function of leader ad manager of the company
to identify the latest trend prevailing in the market industry. The manager have to
evaluate the changes with respect to its customers and make strategies accordingly. On
the other hand, leader accepts the challenges that come from market area and motivate
employees to face and accept those challenges.
 Equilibrium of demand and supply: Managers and leader of the cited organization aim
to maintain an effective and equal balance between demand and supply of the products
and services of company. For an instance, the leaders and managers should keep an eye
check on the demands of their products and ensure proper supply according to it.
 Customer satisfaction: It is the most important role of leads and managers of the
company to satisfy its respective customers so that they can be more attracted towards
company resulting in ultimate attainment of objectives (Grunig, 2013).
P.3 Different theories and models of approach
There are different theories and approaches that are formed to enable effective operations
management within an organization to provide a base for managerial actions and leadership
traits. The different theories and approach used in by leaders and managers of Marks and
Spencer are as: Situational theory : This theory is developed through a view point that there is no single
style of leadership to perform. There is no particular style of leadership which can be
adopted by leaders of the business organization. In other words it can be said that leaders

follow their own leadership traits according to the situations and aspects (Haksever and
Render, 2013). For an example, leader of Marks n Spencer, opts different leadership
styles among various department of the company. Behavioural theory: This theory implies that behaviour of a leader is one of the
important factor in the success of company and also in attaining the targets and goals of
he company. It means that its up to the behaviour and attitude of a leader which makes
him successful. It has also been assessed that behaviour of a leader is deciding factor.
And if the leader behaves in a positive manner then the outcomes will be positive only
and vice versa. Contingency theory: This theory is the most appropriate style of management. It is
crucial for the organization because through this theory, leaders are able to learn
different lessons from varied conditions. This theory depicts that leaders have the
potential of learning from different situation.
Strengths and weaknesses of different approaches
There are many theories and approaches to management which are
required to lay a foundation in the premise of company for effective
leadership and management (Hamilton, Holub and Blunt, 2011). Also, various
strengths and weaknesses are also associated with them.
Strengths and weakness of situational theory of leadership are as:
Strengths:
 It is the theory which is easy to use by the leaders. It means that the
leaders know when they are using right style.
 Situational theory is simple to use by the leaders of the company. The
leaders of the company requires that leader of the cited company are
required to evaluate the situation and employ the correct style of
leadership, which they find the best.
Weakness:
 This theory does not take into consideration other style of leadership
which is one of the biggest cons of this leadership style.
 Also, it ignores and avoids the difference between men and women
managers or leaders.

Strengths and weakness of contingency theory are as :
Strengths:
 It is the theory which is prescriptive in nature. It provides a number of
factors which can improve the efficiency of the business firm.
 This theory is flexible as compared other theory (Hill and Hill, 2012). It
means that in the premises of Marks and Spencer, it provides the
management to crate an an effective group through providing clear
tasks to employees.
Weaknesses:
 It is an deficient literature.
 This theory is complex in nature.
Leadership theories
In any business organization, it is the moral duty of the leaders and managers of the
company to perform their major functions which can contribute to over all development of the
company. There are different leadership theories which are use by the management of Marks
and Spencer. The company should timely evaluate these theories critically so that they can have
a knowledge about appropriate theory for their organization. As discussed above there are many
theories which have been discussed. According to Karlsson, 20160 situational theory is the
concept which says that there is no fixed leadership trait which a leader adopts. According to this
theory a leader opt various theories according to different situational contexts. In other ways it
has been said that there is no individual top-grade quality of leadership. It says that a leader
should be project, job or function relevant .
On the other hand Jacobs, Chase and Chase, (2010) says that there is an another theory
namely contingency theory which says that there is no best way to manage a business firm, to
lead a company or to make decisions. Instead of this an optimal leader is focused on internal and
external situation. A contingent leader always adopt his own style of leadership which he thins
the best, I the right or appropriate situation.
Through the analysis, leaders of Marks and Spence should adopt situational theory of
leadership as it offers an opportunity to become task relaxant which enhances the productivity of
company.

TASK 2
INTRODUCTION
In this assignment, it will be evaluated that there are many functions of managers and
leaders in the context of Marks and Spencer, which will enable the said company to function
effectively in different situations (Parsanezhad and Dimyadi, 2013). Also, it has been discussed
that these factors also influence the business environment in wider community.
P.4 Key approaches to operations management and the role of leaders and
managers
There are different approaches to operations management of the
company which enable them to operate smoothly and effectively in the
business industry. The various approaches that have been used by the cited
company are as:
 Continuous improvement: Marks and Spencer is famous for
providing quality products to its customers. The managers should
focus on the overall improvement of their firm. This strategy is
important to be in competitive advantage in industry.
◦ Role of Manager
▪ The manager of should focus on the tactics and policies so that
manufacturing of the goods is timely monitored which will
increase the effectiveness of company.
▪ Also, the company should focus on the diminutive alteration
which do require huge capital investment (Rue, Byars and Ibrahim,
2012).
 Just in time approach: this approach says that the company should
timely produces its goods and services so that customers can not be
adversely affected by non supply of goods and services of the cited
company.
◦ Role of manager:
▪ the role of manager of cited organization is to maintain a
balance between demand and supply of the goods and services.

P.5 Importance of operations management
The most important tool of the organization is operations management. For effective
functions and operations, it is considered to be a vital technique (Peng and Lai, 2012). The
managers and leaders of the cited company are of opinion that it is necessary for rendering
quality services and goods to its customers also to improve the efficiencies and effectiveness of
the corporation. Operation management helps in regulation of production of its goods and
services which help the company to attract its respective customers. For an example, operations
management helps the cited company to form strategies in regard to its products namely clothes
and luxury products.
In order to meet the business objectives, it is essential for the leaders and managers of
Marks and Spencer to focus on improving operational efficiency. This will not only assist in
improving operations of the organization; but also it will help in reaching towards the aim and
objectives. Thus, in this respect it can be said that managers of Marks and Spencer should
emphasize on continuous monitoring so that the areas of improvements can be identified
(Hazletta, McAdamb and Walkerc, 2013). This will also provide numerous benefits to the
business entity in many ways.
Furthermore, managers of Marks and Spencer should also focus on resource allocation
facets so that in every activity, resources can be properly allocated. This is crucial in terms of
minimizing the level of resource wastage. Apart from that, managers must also consider the
importance of quality aspects; therefore for such facet operational effectiveness should be
monitored continuously (Jeong and Phillips, 2001). Thus, bringing quality products and services
could assist Marks and Spence to enhance the customer base and at the same time, it can
maximize business capability. Moreover, manager could also collect feedback from the
employees as well as from the end users as ultimate users can show the exact area of
improvement in service facets. Thus, this will assist in meeting all the defined objectives of the
organization in effectual manner.
P6 Factors that impact the operational management and decision making by leaders and
managers with reference to Marks &Spencer Ltd
Operational management is the procedure through which organizational activities can be
managed in appropriate manner and through this, resources can be allotted to all the activities in
different ways. This is essential in terms of undertaking crucial business decisions. Social factor

is the most important force that leads Marks and Spencer to make several improvements in
organizational activities and practices and through that, organizational activities can also be
improved accordingly (Stadtler, 2015). It has been observed that economic changes are also
coming in the business entity due to improper allocation of resources in the industrial sectors.
The operational management mainly focus on the production of goods and services in an
organization. If all the operations of the organization are managed properly,the function across
all the departments are smooth. However on the other side if the operations of the managements
are not managed properly ,all the other department suffer loss. For an instance a HR department
is able to make good predictions related to the demands and requirement of staff,to develop a
good description of job and to appoint and train more easily when the operations run easily. In
order to enhance productivity which will improve the financial health of organization operational
management is important to organization. It also help organization to achieve customer's
competitive priorities.
At the time of undertaking business decisions, it is crucial for managers of Marks and
Spencer to consider various dimensions because that greatly affects all the practices. Thus, apart
from social factor, culture is yet another dimension that affects business practices and decision
making process. Needs and preferences of customers are changing and they are becoming more
culturally oriented which leads the business entity to come up with new products and services
that can meet culturally diversified needs of end users (Greasley, 2007). Nonetheless, it is also
evident that while making any decisions, it is vital for managers of Marks and Spencer to
emphasize on external forces that usually shapes business practices. Customers prefer to get
products from those entity who are more socially and culturally engaged; hence this is also
termed as one major dimension that affects business practices (Macey, 2010).
There are several factors present in the external environment such as cultural, social,
economic, technological and political that affects the business services and decision making
aspects as well. Marks &Spencer Ltd has been greatly affected by economic aspects as economic
condition of retail sector in UK is not stable (Kekale, 2000). This also brings several changes in
customer’s purchase power; hence it has a direct impact on business environment. Furthermore,

in terms of external environment, Marks and Spencer is also getting impacted due to social
factors wherein needs of customers keeps on changing and this has a direct consequence on
company’s operations (Jogulu, 2010).
Political framework is also changing; henceforth this brings burden on Marks and
Spencer and wide range of practices are required to be followed at the time of emphasizing on
recent market practices and activities (King and Nesbit, 2015). Along with this, it is also
analysed that Marks and Spencer is experiencing huge competition due to existing retail brands.
This also leads the business entity to bring numerous products so that customers can be retained
for longer time span. Most of the time, customers of Marks and Spencer get switched to different
brands because of availability of numerous substitute products (Kolli, 2012). Therefore, it can be
said that according to external business environment, Marks and Spencer have to implement
various changes in the business practices.
Apparently, operations management is useful in supporting the business entity to manage
all the work processes in effective manner; thus it also aids in proper scheduling of
organizational activities and practices (La Rosa and et.al., 2011). There are several techniques
that are being used under operations management and that also changes the value of service
provision. Managers of Marks and Spencer have been emphasizing on supply chain management
in which focus has been laid on distributing prominent and convenient services to the end users.
Apart from this, the approach of Total Quality Management is also adopted by M&S in order to
deliver quality and appropriate amenities to the end users (Macey, 2010). This has a great impact
on business practices; moreover it also aids in maximizing customer’s interest.
Along with this, technological developments have brought several changes in the service
dimension of Marks and Spencer as that critically emphasizes on enhancing innovation and
creativity aspects in business. It also requires investment in different areas so that service
capability of Marks and Spencer can be enhanced (Stadtler, 2015). Moreover, it can also be said
that because of the approaches of operational management, Marks and Spencer is able to remove
defects from the service provision and as a result, quality products are being delivered to the
prominent end users. Therefore, with this aspect it can be articulated that overall benefits of
Marks and Spencer have been raised due to number of approaches adopted in the domain of
operations management (Slack, 2015).

CONCLUSION
From this report it has been concluded about the operations and management of Marks
and Spencer company which is one of the biggest retail chain of UK. In this report, role of
leaders an manages has been discussed in different situations. Also, impact of different factors in
context of different situations has been discussed.

REFERENCES
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