Operations and Services Management in Marks and Spencer

Operations and
services management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Explain one operation management practice within a chosen organisation ..........................1
Critically analyse how this operation management practice impacts the marks and Spencer's
efficiency................................................................................................................................2
How technology could be used in this process or how this has already been achieved........4
Supporting functions that are linked to this operation management practice and evaluate how
can they assist with ensuring organisational success.............................................................5
CONCLUSION................................................................................................................................6
REFERENCES ...............................................................................................................................8

INTRODUCTION
Operation management practice refers to the function of a business that is used to create
the and develop the efficiency of the business and firm. Operation practice converts materials
and labours into products and services in order to maximize the profits of an
organisation(Wójcik, 2020). To perform this study marks and spencers has been chosen to
perform this study, Marks & Sparks is a famous British multinational retailer with headquarters
in Paddington, London, England, M&S was established by Michael Marks and Thomas Spencer
in 1884. It provide its product in food items, essentials, clothing, beauty and essentials care,
home products and electronics and many more. This study is going to cover operation
management practice in context to marks and spencers along with how this operation
management practice impacts the marks and Spencer's efficiency. This following report also
includes how technology could be used in this process or how this has already been achieved
along with this it also consist of supporting functions that are linked to this operation
management practice and evaluate how can they assist with ensuring organisational success.
MAIN BODY
Explain one operation management practice within a chosen organisation
For the given question marks and spencer has been taken into consideration, it is one of
the large multi retailer brand of UK. Marks and spencer uses supply chain management to deliver
their products and services to the market effectively. Supply chain is the type of network which
includes various intermediators that perform a specific activity which directly helps in delivering
the goods and services to the customers and market (Wieland and Durach, 2021).
Marks and spencer uses various supply networks and supply chain's hybrid mode, company also
also uses supply chain management and physical distribution which includes manufacturer,
wholesaler, retailer, distributors to perform distribution of goods and services effectively in the
market and to the customers.
The second mode of distribution use by the firm is online mode, it is the medium in which
customer order product through online portal, like apps and websites of the company and firm
deliver products to distributors and then delivery agent deliver the products and services to the
customers. Marks and spencer is the brand of retail chain and their main operation is to sell their
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products and services to the customer so that company diversified the supply chain as business
operations wont get affected. Firm have many outlets to avoid issues of interest in the selling.
Marks and spencer is focused about the efficiency of the business, they always try to keep their
customers with them only by providing them different offers and discounts, new trending
products, clean and good store, supporting staffs and quick delivery of products (Calatayud,
Mangan and Christopher, 2018).
Marks and spencer deals in clothing, food, home furnishing, electronics, baby and toddler
products and many more. They have their stores at various places and in several areas so that
they provides goods to every customer of the market and earn profits from them and keep those
customer brand loyal towards the products. Marks and spencer is now focusing on reducing the
distributing time so that delivery can be done at right time to the customers so that will become
brand loyal as their satisfaction is being reached.
Critically analyse how this operation management practice impacts the marks and
Spencer's efficiency
 Help to improve the quality of product and service:- operational management includes
different activities in it, one of them is process review in which company check quality of
the products and goods which maintain the quality standard of the products. A firm can
also raise its prices of the products according to the quality of the goods and services, as
the better quality of products helps in building and developing brand image of the firm.
Good quality of products and services also helps in marketing of product trough word of
mouth and firms can also mention these plus points of quality in their advertisement to
attract customers.
 Help to improve customer satisfaction:- good quality of products always helps in
providing satisfaction to the customers as they spend their money in purchasing of the
products and if they don't get good quality then its completely waste of money. Customer
satisfaction is really important as if products and services wont be able to provide
satisfaction to the customers then they will shift towards the competitors product for
better quality which will decrease the level of customers loyalty and profits of the firm
(Temnyshov and Belyaev, 2020).
 Increasing Productivity of the organisation:- operational management increase the
productivity of the firm by providing good quality of products to the customers by using
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