Operations and Project Management: Review and Critique of Operations Management Principles in Marks & Spencer

This report provides a review and critique of the implementation of operations management principles in Marks & Spencer, including reality, organization, fundamentals, accountability, quality control, knowing competition, and consumer collaboration. The report also discusses continuous improvement as a philosophy and describes Lean principles, as well as methods used in Lean production, Six Sigma, bench-marking, and TQM. Finally, the report provides a continuous improvement plan with recommendations for improvement based on the review and critique of operations management principles within the organization.

ID
Unit Number and Title Unit 187 –
Operations and
Project Management
Title Review and Critique
of Operations
Management (Part
1

Table of Content
Part 1: Business Report
1. An introduction to chosen organization p
2. An explanation of operation vs operations management p
3. A review and critique of the implementation of operations
management principles within the chosen organization p
4. An analysis of the extent to which the operations management of
the organisation in the case study meets the requirements of the
organization p
5. Discussion of continuous improvement as a philosophy and
describe the Lean principles p
6. A continuous improvement plan, including your justified
recommendations for improvement, based on your review and
critique of operations management principles within your
organization p
7. Conclusion p
References p
2

INTRODUCTION
Operation management refers to administration of business activities and
operations which can create the highest level of efficiency and effectiveness within
the organization. It is mainly concerned with designing and controlling the process of
manufacturing, trading and other activities which are involved in providing products
or services. The project will outline the details regarding operation management of
Marks & Spencer. It will include difference between operations and operation
management. Further, it will discuss the operation management principles in
selected company. The project will highlight the continuous improvement theory and
lean principles. There will be a detailed explanation regarding operational
management and its requirement in M&S.
1. An introduction to chosen organization
Marks & Spencer (M&S) is a public limited British multinational retailer
company which is headquartered in London, UK. The products in which company is
dealing are clothing, beauty and health products, home appliances and food
products. Company was founded by Michael Marks and Thomas Spencer (Nyame-
Asiamah and Ghulam, 2019). There are numerous stores worldwide and company is
also offering online services to its customers. The products are sold according to
customer demand and preference which enable it to capture higher market share.
The main competitors of M&S are: Tesco, Aldi, Asda, Centra, etc.
Vision
Vision statement of company is to set a standard for its competitors and
provide excellent customer experience. The company will also take care of
environment, community and employees. Key components of vision statement are:
 Maintain high standards
 Beat the competitors
 Care for customers
 Care for employees
 Sustainable planet and community
Mission
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Mission of company is to provide high quality products and services to which
can be accessible to everyone. Mission statement of M&S outlines that company
wants to sell variety of products with high quality into global market. The objective of
company are quality, globalization and diversification.
Core values
The core values of company includes:
 Integrity
 Innovation
 Trust
 Willingness to change
2. An explanation of operation vs operations management
Operations refers to procedure, activity and process which are developed by
management of a company for effective functioning of business operations and
activities. For instance, in M&S the trading activities are accomplished through
development of some process such as planning, budgeting, etc. On the other hand
operation management is the process through which management manages the
operations of company so that organization can achieve its aim and objectives. This
is an ongoing function which enables management to effectively manage activities or
operations of company.
Operation vs operation management
Operations Operation management
Operations refer to tasks or activities
which are made during production or
manufacturing of products or rendering
of services.
Operation management is the process of
managing such activities which are made
during production of products or services.
In simple terms operation management
refers to effective management of
operations.
The objective of operations is to maintain
quality of products or services which are
produced through various activities such
as planning, directing and supervision.
The objective of operation management
is to focus on satisfaction level of
customers by effective management of
activities and providing right product to
right customers at right time (Reid and
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Sanders, 2019).
It concentrates on formulation of acts
which can form an adequate way in
production of products or services
(Hernández-Callejo, Gallardo-Saavedra
and Alonso-Gómez, 2019).
It focuses on running business effectively
and efficiently.
The requirement of capital in operations
is relatively high as it is required from
beginning to end process.
Operation management requires less
investment since its focus is on effective
management of operation and activities
that are formulated during production of
products.
3. A review and critique of the implementation of
operations management principles within the chosen
organization
The operational department of M&S are mainly responsible for effective
management of manufacturing of products and services and to ensure quality of
products that are being produced. They are also responsible for resolving issues
related to marketing and other day to day operations this can ensure customer
satisfaction and enables company to create a positive image. The products that are
being offered by company are manufactured as well as products of other companies.
Therefore, it becomes essential for company to manage its manufacturing as well as
trading activities (He, Qi and An, 2020). For attracting customers and to capture
higher market share it is necessary for company and its operational department to
adapt new trends in market.
The operation management principles can help company in effective
management of operations and to achieve goals and objectives. Implementation of
these principles will enable M&S to attain more profit by enhancing customer
satisfaction level. The operation management principles are:
Reality
Reality principle of operation management states that organization is required
to concentrate on problems instead of techniques. The management of M&S must
focus on organization and task's which ensure effective management of operations.
5

If management doesn't focus on them company will not be able to enhance its profit
margin. Techniques can not give solution for all the problems or issues faced by
company therefore, company is required to focus on problem and find solutions for
the same.
Organization
There are various functions which are involved in effective functioning of
business and all functions are interconnected with each other. It is very essential for
management of M&S to ensure coordination between different functions of company
to ensure smooth running of business. The interlinking of each function is very
important for organization to perform effectively and to accomplish goal and
objective.
Fundamentals
This principle help company to maintain appropriate inventory records and in
reducing cost. The fundamental principle assist organization in appropriate utilization
of resources available with company which can enable it to reduce production cost.
The low production cost will result into increase in profitability and company can
invest that finance in expansion and growth of business.
Accountability
Accountability principle gives an outline that employees and managers who
are working in a company are accountable for the responsibilities that are given to
them. Every employee in M&S are given roles and responsibilities according to their
qualification and skills and all are accountable for outcome of their work. This will
ensure regular checking of their work and help in identifying areas for improvement.
Quality control
This principle aims with quality checking of products or services which are
offered by company to its customers. The effective monitoring of production process
and quality of goods produced will help company in achieving its mission.
Humanity
The employees of company must be given respect so that company can
ensure higher employee commitment. The principle aims with development of
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understanding regarding employees and their problems which can provide positive
outcomes.
Knowing competition
For effective and smooth functioning of business, company must have
knowledge of its competitors and their strategies. This will help company in making
strategies which will lead to higher customer satisfaction and higher market share.
Consumer collaboration
Company must understand its customers and their behavior so that they can
provide products or services according to customers' taste and preferences.
Success
For attainment of success, company is required to ensure customer
satisfaction which can lead to higher sales and higher profit.
4. An analysis of the extent to which the operations
management of the organisation in the case study meets
the requirements of the organization
There are certain objectives and aim of company which are to be attained for
achieving success and to lead the market. Operation management helps company in
reducing production cost and in accomplishing certain objectives and in higher
customer satisfaction. Following are the operation management objectives:
 The primary objective is to provide customers with high level of customer
satisfaction by offering right product at right time and right place.
 The resources of company must be effectively utilized which can reduce cost
of production.
 Production of high quality products through ensuring good quality of raw
materials used and ensuring quality test of products produced.
 Increase production level and reducing resource input.
The operational department of M&S are responsible for effective management of
operat6ions and ensuring attainment of set objectives which will result into higher
profitability and growth of business (Brown, Bessant and Jia, 2018). Operation
management of company has developed a strong relationship with its suppliers and
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goods that are purchased for production of products are checked to ensure higher
quality of raw materials. The resources used for production are of low cost which has
reduced production cost. The effective management of business operations helps in
increasing sales volume as company ensures production of higher quality products
which can be accessible by every customer. Marketing strategies adapted by
company ensure attracting numerous customers and variety of products offered by
company ensure customer satisfaction and retention. M&S activities are created
according to current trends and company has also implanted the latest technology
which had reduced production cost and human error.
The operation management has helped company in attaining objectives of
company and to capture higher market share. M&S is able to expand its business in
global market and increase its customer base. Products that are offered by company
are according to needs and preferences of customers which has ensured excellent
customer experience. Company is focusing on sustainable business growth and
development by adapting various strategies which can help in mitigating negative
impact of business activities on environment and to comply with environment
standards and norms. The primary objective of operation management of M&S is to
create better environment and to improvise the production process through adaption
of current trends.
5. Discussion of continuous improvement as a philosophy
and describe the Lean principles
Continuous improvement
Continuous improvement is an ongoing process of improvement on terms of
products, services and business processes which can help company in overcoming
the problems that are faced in attaining business objectives and goals. This also
aims with reduction of waste through effective waste management and utilization of
resources (Butler, Szwejczewski and Sweeney, 2018). The adaption of continuous
improvement had helped M&S in simplifying process and in rendering the best
quality products to its customers. Company had also been appreciated for its
contribution in continuous improvement.
Lean principles
There are five lean principles which are:
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 Define value: Value refers to what customers are willing to pay for products or
services. It is a parameter which describes actual and latent needs of
customers and provide accordingly. Map value stream: It is the second lean principle which identify and maps
value stream. The step deals with identifying customer value and activities
that can meet customer value. Create flow: The activities that doesn't add value to customers are said as
waste and after removal of such waste it is ensured that remaining activities
are running smoothly without any barrier. Establish pull: The step deals with just in time delivery of products and
manufacturing of products on time (Green and et.al., 2018). Pull based
system is created from needs of customers which ensures products offered
will provide customer satisfaction.
 Pursue perfection: The continuous improvement process will enable company
in pursuing perfection regarding the steps that were discussed before. This
will also help company in achieving competitive advantage and higher
productivity.
Methods used in lean productions
There are certain methods that are used in lean production which includes:
kanban, andon, just in time, stock control and kaizen. These methods enable
company in effective management of all activities and in reducing waste which lead
to low cost of production. Kanban, just in time and stock control are used for effective
inventory control and in measuring stock level. For identifying issues and problems
andon system is being used (Graham and Woodhead, 2021). The continuous
improvement is being ensured by company through kaizen approach and company
use this method for continuous improvement in products and process.
Six sigma
It helps in analyzing the problems related to quality of products which are
offered to customers and eliminating them so that company can ensure delivery of
higher quality products (Costa and et.al., 2018). The effective control system helps in
non repetition of issues or problems.
9

Bench-marking
This method help M&S in setting standards which can help in improvement
and identifying areas which requires improvement.
TQM
TQM enables company to provide good quality of products as it monitors and
control quality of products produced (Dahlgaard-Park, Reyes and Chen, 2018).
6. A continuous improvement plan, including your justified
recommendations for improvement, based on your review
and critique of operations management principles within
your organization
Basis Pros Cons Recommendation
s
Mass
communication
The effective
communication will
help in improving
process and high
quality product
development
through
accountability.
 The
measuremen
t of inventory
will become
difficult.
 Increase
cost
M&S will be able to
increase
performance and
productivity of its
employees through
effective training
and accountability
principle which will
create responsibility
on employees for
their work. The
mass
communication will
also enable them in
easy adaption of
changes within and
outside
organization.
Taylor scientific
management
 Reduction in
cost of
production
 Better quality
of products
 Easy
segregation
 Requirement
of huge
investment
 Time
consuming
method
Though this method
requires higher
investment but
effective
implementation of
this can enable
M&S in improving
production and
reducing cost of
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of
employees
 Quick
decision-
making
production.
7. Conclusion
The operation management in a company helps in smooth running of
business and effective management of operations and process. It helps company in
attainment of business goals and ensuring higher customer satisfaction. The project
had outlined implementation of operation management principles in M&S and its
advantage to company. It had highlighted difference between operation and
operation management. Along with this it had given a detailed outline of continuous
improvement and lean principles. Lastly, it included continuous improvement plan
which also involved recommendations for improvement.
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References
Brown, S., Bessant, J. and Jia, F., 2018. Strategic operations management.
Routledge.
Butler, M., Szwejczewski, M. and Sweeney, M., 2018. A model of continuous
improvement programme management. Production Planning & Control.
29(5). pp.386-402.
Costa, L. B. M. and et.al., 2018. Lean, six sigma and lean six sigma in the food
industry: A systematic literature review. Trends in Food Science &
Technology. 82. pp.122-133.
Dahlgaard-Park, S. M., Reyes, L. and Chen, C. K., 2018. The evolution and
convergence of total quality management and management theories. Total
Quality Management & Business Excellence. 29(9-10). pp.1108-1128.
Graham, R. N. J. and Woodhead, T., 2021. Leadership for continuous improvement
in healthcare during the time of COVID-19. Clinical Radiology. 76(1). pp.67-
72.
Green, K. W. and et.al., 2018. Impact of JIT, TQM and green supply chain practices
on environmental sustainability. Journal of Manufacturing Technology
Management.
He, C., Qi, X. and An, L., 2020, March. Digital Service Evaluation System Based on
Enterprise Operation Management Mode. In International Conference on
Application of Intelligent Systems in Multi-modal Information Analytics (pp.
42-46). Springer, Cham.
Hernández-Callejo, L., Gallardo-Saavedra, S. and Alonso-Gómez, V., 2019. A
review of photovoltaic systems: Design, operation and maintenance. Solar
Energy. 188. pp.426-440.
Nyame-Asiamah, F. and Ghulam, S., 2019. The relationship between CSR activity
and sales growth in the UK retailing sector. Social Responsibility Journal.
Reid, R. D. and Sanders, N. R., 2019. Operations management: an integrated
approach. John Wiley & Sons.
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Table of Content
Part 2: Project Portfolio
Project Title p
An overview of the case study you have been given p
An explanation of each stage of the PLC that applies to your
selected project, including supporting documentation for each
stage (e.g., business case, the project plan, cost-benefit analysis
and work breakdown structure):
 Project initiation p
 Project planning p
 Project execution p
 Project closure p
Analysis of the project methodologies and tools used p
Review and critically evaluate the effectiveness of the PLC in
application to your project using the appropriate theories models
and concepts p
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Overview of the case study
There is the large manufacturing company which is basically based in the Midlands. It used
to have 1250 employees, and they are working in the office and factory as well. In the company
there is no on- site catering which used to have absenteeism of the employees from the office. The
current project is focusing on the arranging the quality of food and healthy food in order to have
better development of the project. The current project is based on the Cooking of food in workplace
(Mišić and Perakis, 2020). This helps to carry out the best alignment of the project and norms that
must be followed by the staff members. The purpose of this current report is to provide the quality
and healthy food to the employees of the company to lower down the absenteeism.
Explanation of each stage of the plc
Project initiation
Title of the project: Cooking of food in workplace
Brief description: The current project is based on the Cooking of food in workplace for the
employees and further all tasks will be carried out in systematic manner.
Background of the project: As many employees of the company are taking long breaks so in
order to lower this the project is to provide quality of food at reasonable rate.
Goals: The goal is to reduce the employees outing and have improvement in the CSR by
providing quality of services to employees.
Scope: In the current project around 1250 employees has been covered.
Impact on the business system: this will improve the external and internal environment of
the company by providing the best quality of food.
Stakeholders: The stakeholders of the company are employees, society, board of
management, etc. which help the company to start such project.
Roles and Responsibilities: The main role and responsibilities are carried out by the
stakeholders of the company which helps the company to grow in the market.
Milestones: In this project the company will be focusing on the certain standards that used
to provide the quality of standards to the public (Lee, 2018). By having better productivity it will
have them to have less recess time and grow in the competitive market.
Budget: This will include all the expenses that are required in the current project in order to
provide quality of food to employees.
Constraints, Assumption: the assumptions taken in the current project is that there may be
price fluctuations which may affect the productivity in the market.
Success Measurements: If the return on investment goes sup this shows that the company is
operating well and the employees are satisfied by this project and vice versa. It is very important for
the company to have proper measurement of the success as this will help them to grow in the
market.
Project planning-
Scope planning: The scope planning of the project includes that it wil cover 1250 employee
as there is need to provide them healthy food. This is done because as the employees are taking lots
of break in order to eat.
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Preparation of the work breakdown structure-
The Break down structure is basically divided in the four main tasks that is stated below:
Project development schedule: The current project will be completed within the given time
frame by following the proper schedule. This project will be intended for the one year and this will
be developed by using the gantt chart. This chart will cover all the activities that will be helpful for
the company.
Resource planning: This is basically the strategic approach which used to ensure that all the
resources used in the project is available in the company or not (Diwas, 2020). For the project
there will be variety of resource planning is required which is described below:
Performer task specialization
Project strategist. To have proper planning of the Strategic management
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project.
Budget manager. This used to do planning of
funds.
Finance management
Project executor. Executing the project. Project management.
Other staff and employees Coordinating project manager. Basic knowledge of the
management.
Budget planning: The budget of the company is preapred for the current financial year and this will
help the firm to know about the different expenses that will be helpful for them is as described
below:
Particulars Budgeted cost (amount in £)
Research and development expenses 100000
Documentation expenses 50000
Cost of hiring the specialists 550000
Cost of raw material 1150000
Cook hiring expenses 800000
Kitchen equipments 173750
Cooking plant installation expenses 260000
Project evaluation expenses 150000
Data management expenses 180000
Total budget of the year. £3193750
Procurement planning- in order to have the better procurement planing it used to
requirement of the vendors and will be asking for the quotation. This will be done by hiring the
experts that will help the company to know about the best quotation to start the project.
Risk management- This is basically the full planning of the company as it is obvious that the
company will be facing risk in the market (Magon, Thome and Scavarda, 2018). So by having the
pre assumptions it will be helpful for the company to manage the risks.
Quality planning- In the quality planning the company will be providing the quality of
services that will be checked on the daily basis. The taste of the food will be based on the rating
system that is from 1 to 5. By this there will be proper evaluation of the food that is provided by the
company.
Communication planning- The staff members and other team members must have the
proper communication planning in order to start such plan (Torlak, Demir and Budur, 2019). By
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using the digital tools it will be helpful for them to have better access and help them to grow in the
market.
Project execution
Further in this stage the company will be taking some actions that are required in order to
complete the project. There will be proper planning of the things which will be helpful for the
company to have better execution of the things.
Project deliverables- The outcomes of the project is required to be reviewed and analysed
to take corrective actions for meeting gaps if any. The project must be timely monitored and food
which are prepared should be tasted regularly to ensure quality of food.
Change requests- The gap or mismatch between actual and projected project must be
rectified and required changes must be initiated to maintain alignment and attain objectives. The
changes must be made after evaluation of norms and policies.
Performance data- The entire project, implementation and result must be recorded so that
evaluation can be made for future purpose and any limitations in the project can be resolved.
Issue log- In case of any default, issue or bug this stage can be effective for resolving these
issues. This practice will enable team in engaging with better practice and the issues that are
identified can be segregated into different categories so that appropriate actions can be taken.
Documentation updates- If there are any changes which are required to be made in project
execution stage must be recorded for future references.
Project closure
The systematic closure of project is being implemented in this stage of project management.
The closure of project will be at end of year as the project is implemented for financial year.
According to project closure stage following are the activities that are to be performed:
 Deliverables to stakeholders: The project and its deliverables or outcomes will be shared
with stakeholders for their understanding.
 Documentation to organization: The project initiation and execution along with its outcomes
are required to be documented.
 Cancellation of suppliers' contract
 Relieving staff who are engaged in project and releasing equipments
 Informing stakeholders about closure of project
Post implementation review: This stage is required to evaluate the success level of project and to
analyse the gaps and reasons for any discrepancy or failure of projects which can be corrected and
handled for upcoming projects. At the initial stage of project, performance indicators are required to
be set to measure the performance and success of project. The performance indicators set by
company will help in identifying the areas where improvement is required for future reference.
BUILDING A CASE
Project name: “Cooking Food within organization”
Vision: The vision of project is to execute it with great potential and provide good quality of food.
Mission: The mission is to provide higher satisfaction to employees with high quality of food and
services.
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Objective: To enhance employee satisfaction and to provide quality.
New idea: The project is made with an aim of providing healthy food to employees which can be
beneficial for them and will reduce employee outing during intervals. This project is made with a
combination of WBS and Gantt chart which will provide an efficient project overview.
Opportunities: The effective and efficient project execution will help organization to accomplish core
value of company.
Scope for improvement: Company can put more efforts and invest more in research & development
activities so that the gaps can be improved.
Resources: Time, resources which include human resources as well as materials or equipments that
are required in development of project.
Project plan: Gantt chart has been presented which covers various dimensions that are included in
the project . The chart provides an outline of all four stages that are involved in project management
along with activities of each stage.
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Risk and potential benefits: The project revolves with financial and market risk i.e. change in prices
is a very big risk.
Cash flow work: The funds that are required for project will be provided by financial department on
monthly basis.
Cost occurred and bringing benefits: The cost which is to be incurred are estimated and benefits of
the project will be in both qualitative and quantitative form.
Business strategy: The project is implemented by company to ensure employee satisfaction and
retention (Verma and Dhiman, 2022).
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Conclusion and recommendation: The project has been executed effectively and has retrieved
positive outcomes. For better project execution company is required to have good research.
Cost benefit analysis: The cost that is being estimated for the project is £3193750 but the benefit
will be in the form of employee satisfaction and retention which is not measurable but is very
essential for company. This satisfaction will result into increasing productivity and profitability of
company.
 Pros: This will help in estimating worth of project and help in effective decision-making.
 Cons: Time consuming and benefits will not be reflected on immediate basis.
Project methodologies and tools
Project methodologies
There are numerous methods of project management: waterfall, agile and prince2. The
method which is being used in this project is Agile method which will enable company in fulfilling
aim of project (Santos and de Carvalho, 2021).
Pros:
 Flexible method
 Affordable Specialisation not required
Cons:
 Requires deep understanding
 Outcomes are absolute as waterfall
Project management tool
The tools which had made task of project management easily manageable are: WBS and
Gantt chart.
Pros:
 It provides clear understanding of project Better control
Cons:
 Rigid form
 Tool is quite outdated
Project leadership
This is a process of managing team effectively and efficiently to accomplish the aim of
project.
Pros:
 Helpful in completion of project Eliminate misleads
Cons:
 Raise pressure on team
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 If plan not executed well, may result into misleading
Effectiveness of PLC in the project
Performance management
This is a set of activities which will help in ensuring success of project which provides
information regarding all activities involved in certain project.
Pros:
 Helpful in completion of project
 Enables in eradicating confusions Better utilization of resources
Cons:
 Rigid form which may impact outcomes
 Depends on some assumptions
The project involves key components such as milestones, targets, benchmarks, deliverables which
are essential in measurement of success and will ensure high level of quality. The key performance
indicators are set for measuring outcomes and to mitigate gaps. Gantt charts and WBS tools are used
for better understanding of all activities of project (Sarhadi, et al. 2022). The Agile methodology
had made project more reliable and valid. Hence, it can be concluded that project will give positive
outcome.
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REFERENCES
Books and journals
Diwas, K. C., 2020. Worker productivity in operations management. Foundations and
Trends® in Technology, Information and Operations Management. 13(3). pp.151-
249.
Lee, C. K .H., 2018. A review of applications of genetic algorithms in operations
management. Engineering Applications of Artificial Intelligence. 76. pp.1-12.
Magon, R. B., Thomé, A. M. T., Ferrer, A. L. C. and Scavarda, L.F., 2018. Sustainability and
performance in operations management research. Journal of cleaner
production. 190. pp.104-117.
Mišić, V. V. and Perakis, G., 2020. Data analytics in operations management: A
review. Manufacturing & Service Operations Management. 22(1). pp.158-169.
Santos, P. D. O. and de Carvalho, M. M., 2021. Exploring the challenges and benefits for
scaling agile project management to large projects: a review. Requirements
Engineering, pp.1-18.
Sarhadi, P., et al. 2022, March. On the Application of Agile Project Management
Techniques, V-Model and Recent Software Tools in Postgraduate These
Supervision. In IFAC Symposium on Advances in Control Education 2022.
Torlak, N. G., Demir, A. and Budur, T., 2019. Impact of operations management strategies on
customer satisfaction and behavioral intentions at café-restaurants. International
Journal of Productivity and Performance Management.
Verma, S. and Dhiman, P., 2022. KNOWLEDGE MANAGEMENT: COMPONENTS,
STAGES, TOOLS AND THEIR STRATEGIES FOR AGRICULTURAL
LIBRARIES IN MODERN ERA. Management of Knowledge Resource Centers in
the Networked Digital Environment, p.69.
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