Operation and Service Management: A Case Study of Mark and Spencer

This report discusses the importance of operation and service management in an organisation and how it can be improved through the implementation of various practices and technologies. It focuses on a case study of Mark and Spencer and evaluates the impact of total quality management, supporting functions and technology on organisational success.

OPERATION AND
SERVICE
MANAGEMENT

Table of Contents
INTRODUCTION .............................................................................................................................3
Identification of one operation management practice in the organisation...................................3
Critically examine how the operation management practice impacts an organisation in regards
to efficiency...................................................................................................................................5
Evaluate how the technology could be embedded in this process and evaluate how this has
already been attained.....................................................................................................................7
Explain the supporting functions which are linked to this operation management practice and
also evaluate that how can they aid in ensuring organisational success?.....................................8
.........................................................................................................................................................10
CONCLUSION ...............................................................................................................................10
REFERENCES.................................................................................................................................11

INTRODUCTION
Every organisation, whether small, medium and large sized have the operations functions.
Mostly organisation has the purpose to produce the goods and services. Therefore, in order to
produce goods and services, business organisations has to procure the material, then turn them into
the finished goods and after it transport these goods to the final users. Operation include all the
activities that needed in creating the goods and services for satisfying customer's needs (Aumayr
and et. al., 2022). In organisation, quality management is most critical operation as it determine
their competitive edge. Utilisation of the technological system help in improving the efficiency in
entire production process of medium and small sized business. The company chosen in this report
is Mark and Spencer that deal in clothing brand within UK. Respective firm has established during
1884 by Michael Marks and Thomas Spencer and its headquarter is situated within London
England, U.K. This report will be based on the operation management practise in organisation,
role of technology in operation and service management. This report will also identify those
function which are linked with the operation management practices in order to ensure
organisational success.
Identification of one operation management practice in the organisation
In organisation, operational management is considered as most crucial department. It is
knows as the activity exploited by the business organisation to create an advanced level of the
effectiveness at workplace. There are various types of the practices of the operational management
to perform the operations very smoothly in order to attain the objective and target. In the dynamic
changing environment and direction, biggest organisations faces a concern in the operation. These
challenges can be solved by developing the practices system including supply chain management,
information management and inventory management (Beceiro, Brito and Galvão, 2022).
The total quality management is considered as an operation management practices within Mark
and Spencer. Total quality management is a framework of the management that is based on the
belief to a long term success for the company by exploiting employee's skill from low to high
level by focusing on enhancing quality and deliver customer's satisfaction. Total quality
management make the organisations to focus on a continual improvement. It mainly pay attention
towards improving the process. Mark and Spencer is a retail brand which is established within UK
and operating its business at word- wide. It is known as for its efficiency in the operation
management that help the respective company to maintain the inventory at the best level. Mark

and Spencer offer a superior goods and services to its customer. This company utilize the total
quality management in an efficient manner in the operation management practices as it help them
in maintaining a proper quality of the product that lead to attract a large number of the customers
and also improve the organisational performance. In relation to the Mark and Spencer, its
principles of practice are mentioned below:
 Employee engagement- In this principle of total quality management, it include the
employees engagement. In organisation every employees is responsible for maintaining the
quality in product or services. Organisational employees ensure that an excellent quality
must be provided to the customers. In relation to Mark and Spencer its manager ensure that
employees are empowered to take the decision and present their ideas for being invested in
the quality management.
 Customer focus- It is a crucial principle of the TQM that focuses on the customers.
Quality is plumbed by the customers (Cheng and et. al., 2022). Feedbacks and reviews
provide by customers helps the organization in understanding the quality of their products
or services to check whether it is good or cheap. In Mark and Spencer, respective firm
aims is to to improve the product's quality by taking reviews of its customers.
 Constant improvement- Exploitation principles of the Total quality management assist
the organization in improving the procedure and also offer a superior services to its
customers. In Mark and Spencer, it is using a principle of the lean 6 sigma that helps that
organization in building an effective or improved in culture, encouraging workers to offer
the good services to their customers and the competitive within marketplace.
Implementation of the total quality management
Before the implementation of any system, in organisation, the analysis is very essential. It
must be applied to the present structure of an organisation. Regarding this, there are certain point
that must be consider during implementation. These points are mentioned below;
 Communication with everybody- It is essential for the organisation to inform their
employees about new changes to get their feedback. By this, employees will feel a sense of
the ownership. Emphasis on consumer satisfaction- Putting an emphasis on the
customer's satisfaction will alter the entire department' s way of performing their duties. It

it is now helpful in enhancing the quality of product or customer's experience that means
employees are not going a a right direction (Ding, and Li, 2022).
Critically examine how the operation management practice impacts an organisation in regards to
efficiency
In organisations, operation management mainly include the supervision of company. It
basically comprise of the whole management procedure such as planning, organising, controlling
and monitoring the manufacturing of goods and services. Effectiveness and efficiency of an
organisation is dependent on that how well managed it is. Outcome are always effective or
efficient when individual and work done by them are manager in an effective manner. Operation
management has an important role in the organisational efficiency. It impact the efficiency vastly
in performing various task. Therefore, in relation to the Mark and Spencer, impact of the operation
management on its efficiency is discussed below:
 Maintain high quality of the goods and services- In order to produce an excellent quality
of goods and services, the operation management help in checking the product's
consistency before getting any shipping to the customers. By practising this task,
organisational efficiency has been enhanced or maintained (Jun, 2022).
 Productivity- Primary function of the operation management is to enhance and maintain
the productivity based on the a specified standard and also ensure the availability of the
appropriate resources that can be utilised effectively in manufacturing process of the Mark
and Spencer. By this, the operational management create a positive impact on the
company's efficiency.
 Supply chain management- In this it consist of organising the process of transforming
raw material into a final product by exploiting a proper supply and shipping method. A
smooth, effective and low cost distribution network increase the organisational sale
efficiently.
 Ensure customer satisfaction- The primary goal of every organisation is to provide a
great customer satisfaction (Shendryk and et. al., 2022). For the companies like Mark and
Spencer ensure that all customers or client are fulfilled with the quality services and
product with a reasonable price. This practice of the organisation bring a constant
improvement in the response of customer's feedback.

 Making the process coordinated- By performing the chiefly activities in a sequence and
shift the activities without and adverse impact on work process is considered as
prerequisite for coordination. In Mark and Spencer, all the activities, resources and time
must be coordinated in a proper manner as it help them to define the objectives and goals.
Internal and external impacts of the operational management
 In human resources- knowledge or abilities that are posses by an organisational
employees impact the company's operational goals. Therefore, in order to target the
productivity, it is essential for the organisation like Marks and Spencer effectively.
 In finance management- The operational department also participate in the decision
making process within organisations. Due to this, liquidity and profitability of the
companies directly impact the business's financial position.
 Technological changes- For every organisation, it is very crucial to modify and update
their product based on the current market situation for which, operation management of a
company is responsible (Surkova and Mazhaiskii, 2022).
Evaluate how the technology could be embedded in this process and evaluate how this has already
been attained
It is identified that the business surrounding is very dynamic due to which it become a
most crucial challenges. It also make it more challenging to compete with the market rivalries.
The advanced technology provide various benefits to the organisation that help the companies like
Mark and Spencer to attain a success. In term of the goods and services, technology has bring
various changes. Therefore, by adopting such latest technology, organisations have introduce
many changes at their workplace. In relation to the Mark and Spencer, reshape the company in
various ways, certain of these ways are discussed below:
 Make the business more productive – As there are various type of the software that
make the technology more advanced, due to this, organisation like Mark and Spencer
become able to handle the critical situations and also execute the strategies in an effective
manner. It allow the respective company's manager to monitor the progress effectively.
 Keep the business secure- At every level of an organisation, employees demand for a
secured and safe working environment. Therefore, technology offer software and hardware

that protect a firm and their data fro any type of fraud transaction. For instance, facial
recognition and fingerprints used by the organisation in their privacy and security system.
 Changing the communication procedure- In organisation, technology has greatly impact
the communication as after the arrivals of the social media, smartphones and other sources
being a high level of the communication up. In relation to the Mark and Spencer, by using
an advanced technology, respective company has improved the process of communication
between the employees and management.
 Increase the employee's efficiency- By utilisation of the technology, managing process is
become more easy (Xing, Zhao, and Zhang, 2022). Various types of the tools are
developed that assist the workers in managing their regular activities in effective manner
and also pay more emphasis on the crucial component of the organisation.
 Increase collaboration- Due to the technology, perspective of the collaboration is
completely changed. By using the technology, company's leader stay in touch with the
employees and also become capable to manage their team that result in a better
collaboration.
Explain the supporting functions which are linked to this operation management practice and also
evaluate that how can they aid in ensuring organisational success?
The supporting functions are very very useful as it help the operational department of
organisation in performing their all activities in an effective manner. In organisation, supporting
functions work as a link between working and practising. In relation to the Marks and Spencer,
there are various supporting functions which are mentioned below:
 Inventory management- An effective inventory management not merely bring down the
additional cost but also assist the company in managing a space for the inventory.
Organisation may face big loss of their inventory is not managed properly.
 Monitoring the team member performance- When the organisation focus on their
employee's performance as whether they performing their task properly or not. Then
performance keeping tool work as a supporting function for organisational operation
management (Yang, Hsu and Wu, 2022).
 Monitoring the regular product of the work- In relation to the Marks and Spencer, a
regular monitoring of the production procedure is very essential as it assist the organisation

to improve a long term sustainability. By this activity a strong base is build that result in
the business profitability.
Supporting functions plays an important role in the operation management practice. certain
are mentioned below:
 Improve goodwill- Development of a well planned operational management techniques
help the organisation to produce more quality products. As resulting it improve the
customer satisfaction along with an excellent goodwill (Yang and et. al., 2022).
 Help to met objectives- Strategies and process are provided by the operational department
of a company as it help them to attain their objectives or goals. These strategies ensure that
whether the planned activities are going according to the plan or not.
 Resources utilization- Supporting functions help the organisation in ensuring that whether
their resources are exploited in optimized way or not. Various strategies are formulated by
them with the effectual methods in order to make sure that the resources are utilized
without any kind of the wastage.
Theory of the operational management and practices define different set of the practices that are
exploited by business organisation with the purpose to enhance their production efficiency.
Operational management of a company is mainly concerned with several activities including
controlling the production, hold over the stock and other etc. In these theories different kinds of
the responsibilities are comprises that make sure that business will efficaciously manage their
resources and meet all the requirement with a high standards (Zhang and Mao, 2022). In context
to Marks and Spencer, its operational management work based on four aspects which make the
cost cutting strategies to remain always profitable, pick out the new and innovative technology,
provide a good quality of the services to their target customers at a premium price and eventually
be flexible and provide the unique cloths with a new range.

CONCLUSION
From the above report it is concluded that, in organisations, operation is considered as a
major functional areas as it play a vital role in determining that how the customers needs are
satisfied. The operation include capacity management, supply chain management and quality
control. Operation management include designing these operations in order to meet the customer
expectations. The operation manager are accountable for cost management, human resources and
assets. To carry out their responsibilities, it is essential for the operation manager to design,
manage and improve the operation system. Activities ha great impact in the product's quality,
customer satisfaction and services quality. This report also concluded that due to the embedded of
technology in the operation practice the communication, collaboration, business productive has
been improved within the organisation. This report has also find out that supporting functions in
organisation that are linked to the operational management practice including daily production
goals, the inventory management and other etc, play an essential role when ensuring the
organizational success in effective and efficient manner.

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