Unit 4- Management and Operations

This project analyzes the role of leadership and management in Mark & Spencer, a leading UK retailer. It explores different leadership theories and models, including situational leadership, systems leadership, and contingency theory. The project also analyzes key approaches to operations management and their impact on achieving business objectives. It concludes by assessing factors within the business environment that impact operational management and decision-making.

Project Brief –BTEC (RQF)
Higher National Diploma in Business
Management & Operations

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Course: HND Business Management, Accounting and Finance
Module: Unit 4- Management and Operations
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TABLE OF CONTENT
Introduction…………………………………………………..............................…………………4
Task 1
P1: Define and compare the different roles and characteristics of a leader and a
manager……………………………………………………….............................………………. 5
P2: Examine examples of how the role of a leader and the function of a manager apply in
different situational contexts ………………………………..............................………………….7
P3: Apply different theories and models of approach, including situational leadership, system
leadership and contingency……………………………….............................…………………….8
Task 2
Introduction ………………………………………………………………….........................…. 12
P4: Explain the key approaches to operations manahement and the role that leaders and managers
play with reference to the chosen organization…………………….........................................….13
P5: Explain the importance and value of operations management in achieving business
objectives……………………………………………………….......................…………………17
P6: Assess the factors within the business environment that impact upon operational
management and decision-making by leader and managers…......................……………………19
Conclusion………………………………………………………................…………………….22
References……………………………………………………………………….................……23
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INTRODUCTION
In the present mission, we'll investigate the effect connected with manager plus leaders to
the procedures connected with Mark & Spencer Group PLC. This is one of the prominent sellers
of UK with 914 stores suppliers plus 468 worldwide stores.
Mark & Spencer gives good quality products as a result of maintainable
approaches, it have their brand meal, apparel along with home products. In 2016, we exposed 75
completely new Simply Food shops, which are running extremely well. Even so, each of our
clothing and home store is not running as well as Simply Food. . All our experienced managers
earned a big gain in 2016, but unfortunately the revenue fell to 19.5% according to
www.markandspencer.com.
In the amount listed below, we can easily watch Mark & Spencer' company shape:
Fig 1. Mark & Spencer’ management structure
(Source: personal creation)
Mark& Spencer incorporate a smooth firm structure. Most Brain Company staff members
possess an established placement in the organization. Workers help this company, so all the
managers work with the staff and thus educate and guide them by using different methods.
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TASK 1
Define and compare the different roles and characteristics of a leader and a manager with
special reference to Mark & Spencer.
The phrase manager is pretty unfixed with the actuality regarding the good diversity
regarding administrative staff. Coming from this business standpoint, a supervisor will be the
individual who does the essential features regarding management: arranging, preparing, and
pointing along with controlling (XIANG and et. al., 2013). While, Frederick Taylor defines
management when “art of knowing what you want to do in the best and cheapest way”.
We will identify unique variations of managers, yet through a simple chain of command one
is the most popular. We can easily discern 3 levels of managers:
a) First line manager: supervisory manager (foreman) which is mainly responsible for
implementing this choices
b) Middle managers: these are the manager of the department of your firm who have the
effect of operating and also command decisions.
c) Top managers: it's the largest task plus it is mainly responsible for arranging as well as
tactical decisions.
As Peter Drucker says “the only definition of a leader is someone who has followers. To gain
followers requires influence but doesn’t exclude the lack of integrity in achieving this” (Yukl
1989). Hence, the first choice is anybody who is going to impact others. Management depend on
their own impact along with administrators on their own authority.
We can focus on a first difference between leaders and managers, and that’s certainly the way
they work. Managers focuses in obtaining the correct individuals the ideal jobs. They ought to
present you with a pretty well-done career simply because be given a salary instead. Leaders
invigorate the many folks doing parallel very own goals with company's one. Lots of people say
currently being a leader is often figured out nonetheless there's no doubt in which the best has a
really good conversation and creative skill plus confidence (Yun and et. al., 2018).
Comparison between Managers and Leaders
Basis of Comparison Managers Leaders
Risk Within M&S managers are
responsible for risk control.
They are responsible for taking
risk by which they can complete
task.
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Authority and power They are responsible for for
allotting tasks to their
subordinates and staff.
Leaders within M&S are
responsible for encouraging their
employees by which they can
excel in their job role.
Orientation Managers of M&S are task
oriented and they focus on
technical aspect of task.
They are people oriented and
have capability to influence
others (Zhao and
Huchzermeier, 2015).
Style Autocratic style is followed by
managers of M&S, they makes
decision with respect to
managerial activities.
Laissez-faire style is opted by
leaders. It means that
subordinates are open to share
their point of view with respect
to different aspects.
One example is, upon Human Resources area, the manager will coordinate employees plus
delegate the job to undertake as well as manager will effect the roll-out of teams so that you can
agree to the particular imaginative and prescient vision, mission and path of the company
(XIANG and et. al., 2013).
To the down below shape, you can discover a lot more variations between managers and
leaders plus the popular elements for example, the creation of a good setting inside the company.
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Figure 2. Differences and similarities between the concept of “leading” and ” managing”
(Source: www.cataloguepersoned.co.uk )
Analyzing this figure we can say that a company can only have a manager or just a leader?
Relative to Kotterman, 2006: “A well balanced organization should have a mix of leaders
and managers to succeed, and in fact what they really need is a few great leaders and many first-
class managers”.
A manager can develop plans and assess the spending budget for next year by setting
strategies and deadlines when a leader has a vision of the company and develops plans and
strategies to develop that vision (Yun and et. al., 2018).
In addition, the manager can organize the staff to whom they are assigned duties and
authority, and the leader will show his employees the vision and generate emotions, motivating
the ambition of the entire staff of the company.
One of the manager's responsibilities is to fix problems, solve them, track results, and take
risks. As far as the leader is concerned, he will make useful and determined changes, such as new
versions of goods or procedures in the company.
In case of Mark & Spencer, this holds the both roles in the company. As outlined
by www.markandspencer.com , Steve Rowe “is straightforward, authentic and decisive. These
are qualities that will carry our people with him. These qualities, together with his clear focus on
our customer, simplicity and teamwork, are the reasons Steve was chosen to lead the business.
Under his leadership, our aim is to again become as distinctive in Clothing & Home as we now
are in Food”.
Finally, all the most important managers must act as manager and leader, depending on the
circumstances, to create and develop a company. All Mark & Spencer managers work together to
better develop the company and for good result.
Examine example of how the role of a leader and the function of a manager apply in
different situational contexts with special reference to the M&S.
In shops as well as at the office, executives need to deal with complications of every day.
They should think about efficient and effective things to solve the problems .
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Then we can have 3 different circumstances that a great manager are unable to ignore:
A first situation would be in Mark & Spencer at Ealing Broadway Commercial Center. This is
a great store that offers a variety of products, from food to clothing and home products. The store
manager has a lot of complaints from employees, especially about the work schedule. There are
many problems and misunderstandings with employees who have children at home and who do
not.
Staff with no children are asked to come more to work and work more weekends, while staff
with children at home want to finish work faster and not work over the weekend. One member of
the staff said that at first everything is ok but in time certain things become commonplace and
many of the workers feel they are treated differently.
This kind of situation can not be ignored by a good manager because work can become
unpleasant.
To solve and find solutions to such problems, the manager has to consult with the employees,
ask for their opinion. If the new rules are inspired by their views, they will be much more
satisfied. So the manager held a meeting with the leaders of the employees to consult for the best
solutions to the staff problems. So it was decided to have a rotation system and free days to have
all employees without any excuse or reason.
We could correlate this particular selection by using Behavioral Management. Mary Parker
Follett, who the people know as the “Mother of Modern Management”. Marry Parker Follett
believes that all issues need to be resolved through a dialogue in which each person express their
ideas and reach a common denominator. In this situation, employees should analyze problems
and thus achieve the highest level of work.
Another situation we can find in one of the Mark&Spencer bakeries. Here we have a
different situation where an employee gets to work and instead of doing his job, he is talking to
other employees.
This employee gives all along with fellow workers; there is absolutely no topic that isn't
known. Her wedding, his challenges, his household, his kids, his spouse and children, he's
simply no limits. Therefore, he's as a possible insupportable co-worker for some individuals
because he doesn't allow them to complete their own tasks.
In this situation, Tom, the manager of a bakery shop, will act as a leader. He values a great
deal for employee X and wants to make a good team with him. He invites him to have lunch with
him, and at the same time talks about his work, trying to train him as best as possible to reduce
his subsequent information. This way of acting, communicating with employees helps the leader
to influence and motivate them to reach their goal. This creates a closer, more trustful
relationship between the employee and the manager.
So we can associate these types of situations with Theory X vs. Theory Y of management.
These theories are written by Douglas McGregor in his book "The Human Side of Enterprise" in
1960. He argues that there are two ways to manage employees.
Theory X claims that staff do not want to work and is lazy, this theory is based on
productivity. This type of employees must be monitored all the time and controlled to do their
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work. This requires an authoritative manager who enforces the rules with severity. In such
situations we have to deal with the speaker and the gossip that takes place every day at work.
The Y theory asserts that the manager needs to be friendly to employees and give them
confidence because they are very good at what they are doing and struggling with them to
achieve the company's goals. According to the Y theory, employees are more productive when
they are assigned more responsibilities.
From the examples above, we can see that a manager can face many problems within a
company, especially in terms of employees. He has to be able to manage these issues and as a
leader, to decide when it is necessary to involve the employees and to solve them. It must be
imposed on the employees in an authoritarian or friendly manner, depending on the situation.
In the last example given, the problems have been solved in the light of the employees'
opinion, considering that the employees are most affected. We can say that Theory X does not
take into account the opinions of employees, and the Y theory is too much in favor of them,
giving them power. A combination of the two theories can lead to good, successful results if a
good manager knows when and how to deal with each case, every problem. It will know when it
is necessary to apply the rules with authority and when it comes to giving the employee the
chance to develop new ideas.
Team-building:It refers to collective process, which comprises of different activities. This stage
assist manager to motivate employees and enhance their performance. This results in attainment of
their goals within time. Mangers are also responsible for enhancing communication skills of team by
which which they can share their point of view. Leaders are creative and innovative in nature this assist
them to make change. Leaders of M&S are responsible for building trust among their employees, by
which they are able to work till their potential. Team is formulated by manager on basis of requirement
of project and leader is responsible for making them work.
Conflict resolution: Suppose a conflict arises within M&S. In this case manager is
responsible for formulating policies and Leader is responsible to make sure that these strategies
are implemented within working place. Leader tries to resolve it at their own level but if it is not
done then manager takes required action.
Apply different theories and models of approach, including situational leadership,
systems leadership and contingency with special reference to the chosen scenario.
In this subchapter we will highlight several management theories and management styles.
Adam Smith is the first economist to support a theory on how to develop business
productivity. All this theory is found in his book "The Wealth of Nations" of 1776.
The economist, philosopher and author, Adam Smith, has shown that efficiency and progress
increase due to the division of labor. The division of labor, as he thinks, comes from the
inclination of man to change some commodities with others, that is, to make a move. It
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represents the institution through which it is carried out without coercion and, naturally, the
cooperation of all the members of society, of every need and is the true source of progress and
well-being. If each employee with specialization in a particular task saves time, then the
employee will develop his / her abilities to increase performance.
This theory is supported by Frederick Winslow Taylor. He summed up his efficiency
techniques in his 1911 book "The Principles of Scientific Management" which, in 2001, fellows
of the Academy of Management voted the most influential management book of the twentieth
century.
The scientific management theory highlights the fact that the quality and cost planning of a
company leads to more precise and quantitative information regarding the manufacturing
process. This helps a lot in making decisions.
The manufacturing theories have advanced a lot until now, so it is now possible to register
each industrial activity, knowing each company's move. Everything is possible due to the
evolution of technology. Nowadays every detail of the production process is known, making it
possible to solve any incident, taking into account the employee's opinion, as we have previously
argued in the theory of behavioral management.
The latest management studies are found in "Organizational Environment Theory". This
theory puts a great emphasis on protecting the environment, being aware that both internal and
external parts are implicitly affected by the company's activity. The company develops its
business by fulfilling the proposed objectives but is responsible for the resources it uses.
Due to the fact that Mark & Spencer showed great respect for the environment, the company
received the "Business of the Year Award for the Environment and Energy Awards 2013" in
2013. The company has noticed environmental concerns by reducing transport, carbon
emissions, reducing pollution and building construction.
Systems leadership can be defined as “the collaborative leadership of a network of people in
different places and at different levels in the system creating a shared endeavour and cooperating
to make a significant change”. The leadership of systems is based on 6 dimensions, sense,
perception, thinking, relationship, of doing and of being. The leader must attach great importance
to all six dimensions. Example: by this style of leadership M&S can enhance effectiveness of
their employees by which predetermine goals can be attained.
In the following we will enumerate the different leadership styles:
Driving style is the way a leader trains and influences people. This is the way in which he
motivates his workers.
We have 7 leadership styles:
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1. Autocratic style. The managers take their own decision and they don’t accept another
opinion or advice from workers.
2. Bureaucratic leadership. The managers manage respecting the rules and standards to be
sure that all is done correctly.
3. Democratic style. In this style, the team participate in the final decision, the manager is
no take decision alone, the team have responsibility for the final decision.
4. Coercive leadership. It is use like a last resource, in times of crisis or for
underperforming employees.
5. Transactional style. Here we have a process of exchange. For various rewards the
employees follow the orders of the leaders.
6. Transformational leadership. The employees are motivate to do more than their tasks,
to think about different and new solutions of a problem. The workers will work harder
and the members will be more satisfied.
7. Laisseez-Faire style. This type of style is used by employees such as experts or
consultants and is known as "hands-off". This name is given because followers make
their own decisions.
Leadership style varies depending on the situation, or according to the manager. The leader
decides the correct approach by motivating his team. This is Theory of Leadership Situation,
which states that none of the 7 styles mentioned above is the right one. The best manager will be
in charge of the task he / she has, the nature of the group and the other factors.
This theory was debated and developed by Paul Hersey, who argues that "there is no best
driving style". First, you have to determine the degree of employee training to deal with the task
the leader is trying to achieve with the employee.
Fred Fiedler supports the same idea in his 1960 theory, The Contingency Theory. He studied
in detail the leadership characteristics and said there was no way to drive the most, it depends on
the situation. He believes that there must be a mix of characteristics of a leader, in favor of the
situation.
We can analyse two types of leaders of Mark & Spencer Company:
In our example, we have Mark, the manager of an M & S bakery. One of its aims is to ensure
that products are completed on time. He is a positive and always motivating team. Its
management style is characterized by collaboration with employees, meetings with those in
which they need to expose their best solution and their involvement in decision-making. If Mark
faces an increase in demand, he does not get rid of himself, he consults with the workers how to
distribute the tasks so that everything goes well. That is why he motivates the employees to
participate in the increase of the production and the development of the company. Mark can not
apply the same rules to new employees.
Mark style is called Laissez –Faire.
In the second example, we have Sara, the Mark & Spencer store manager with more than 10
years experience in this position. It manages a team of 28 department managers with
approximately 400 employees. Sara has to do with many different situations. We can give an
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example where it has to do with a stock cut, it asks the managers to bring new ideas to increase
the creativity and motivation of the employees. In case of more serious problems, she goes there
to control the situation, she advises with all the other managers, but the final decision belongs to
them.
Conclusion:
Mark & Spencer managers are stimulated to lead by example. They are prepared to lead and
cope with any situation. The managers should be positive, innovative and creative.
We have several leadership styles depending on the situation, the type of project (short or long
duration), employee type (experienced, studies) but above all managers need to allow employees
to expose their ideas and to allow them to make progress in their careers.
In conclusion, we can say that Mark & Spencer managers are an example to follow in terms of
leading the company as a leader in business development and sustainability.
TASK 2
The function responsible for the transformation of raw material into goods and services is the
management of operations.
Adam Smith was the first to study and observe the manufacturing industry and supported the
idea that worker specialization leads to increased company productivity. Later, Frederick Taylor
supported the theory that task planning benefits the company. The latter theory led to the birth of
production management, in 1930, the focus was only on studying the production of goods. The
emergence of technology has reduced workers' efforts and entrepreneurs have introduced more
efficient production techniques.
The production of goods and services was studied only from 1970, giving rise to a new
business function called Operations Management.
The table with the contributions to Operations Management function:
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Figure 3: Historical summary of Operations Management
(Source: Operations Management)
Explain the key approaches to operations management and the role that leaders and
managers play with special reference to the chosen scenario.
Joseph G. Monks supports the idea that Operations Management consists of the process by
which resources are combined and then transformed in a controlled way to gain value in
accordance with leadership policies.
M & S is a highly developed and very large company, therefore it has to do with many types
of operations. We can give an example to a bakery or café because there we have to deal with a
food producer, because they buy the ingredients that make bread, rolls, toasted bread and cakes
in their grocery store.
On the other hand, clothing stores or other products that sell them act as retailers because they
buy and then sell the products.
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Within the subsequent data, you can view the different types of businesses label a final
product or service they will sell.
The main features of the three operations in the studied Mark & Specer company will be
presented below.
First of all, we find the cafeteria where drinks are served and hot meals prepared, second is the
bakery where different types of bread and rolls are made, and lastly we have the line of clothing
and footwear.
Within Mark & Spencer, managers are responsible for making all the products ready in time,
depending on the demand they have, the amount they have to deliver. Shop managers are
responsible for positioning products and sorting them according to season, demand and customer
needs.
When any problem arises, managers must find prompt solutions and solve the problem in the
shortest possible time. As I explained above, I noticed that as the case may be and the manager,
the employees are involved or not in solving the problems. Employees must feel part of the
company, their active involvement in production, and the issues that arise. In this way, the leader
increases productivity with the help of employees.
Responsibilities of Operations Manager:
 Produce the right procedures to comply with the company strategy.
 To design this procedures to create goods supplied by this company, in our situation, this
director really should arrange this methods to create loaves of bread in our bakery.
 Handle the many procedures which are carried out with the fabrication method to ensure
the fulfilment from the objectives.
 Try to find alternative creation to lessen expenditures yet devoid of decreasing the
quality. The standard should invariably be high.
The managers will have to act as market leaders seeking alternative procedures since
nowadays buyers are seeking products with high excellent, low expenditures as well as quickly
shipments. As well, market leaders will have to be aware of the requirements buyers to boost the
productivity from the company.
Mark & Spencer uses weak production to manufacture some of its products. For this, the
company uses a little workforce for its work, resulting in increased efficiency. Mark & Spencer
bakeries use a U-shaped work technique that reduces unnecessary burdens that have no value in
the production process. In this way, we can say that the quality of the product is highlighted
because everybody involved in the production process ensures that the final product is in
excellent condition.
Managers use their Just In Time system in their production mode, pursuing the same goal of
eliminating waste. In this way, the company considerably reduces storage costs, as the raw
material is in time for the production process, without requiring prior storage. Thus, M & S
makes orders just for daily needs, so orders only for as much as needed. For example, in the case
of a bakery, there will be no need to store flour, eggs or any other necessary ingredient.
That way, Mark & Spencer reduces the waste material regarding the fabrication method:
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 Waiting period is eliminated
 Is eliminated the transport with unnecessary raw material
 Is eliminated the unnecessary work
 Reduced the space for storage
Our company enjoys these methods of increasing the quality of the products so that with
fewer resources the production of more products is obtained. Our employees have increased their
efficiency and flexibility, and the environment benefits from reducing pollution, noise and a
significant increase in recycling.
The most important aspect for a Mark & Spencer baker's manager is the quality of our
products. So the company has adopted a way of approach called Total Quality Management,
which is responsible for product quality and customer satisfaction, while reducing costs. Our
manager must always be mindful of the new changes that are required and introduce
improvements in the production process for the success of the company.
Explain the importance and value of operations management in achieving business
objectives with special reference to the chosen scenario.
A company's performance can only be understood if the Operations function is studied. This
feature affects all the other functions of a company.
Mark & Spencer performance cycle starts from the Operations function, where the raw
material reaches the finished product. All other functions of the company, finance, marketing,
accounting, support this principle.
For example, if the company sells 50 cakes in a cafeteria, the cycle begins with the
production of cakes, and the raw material is all distributed to them. The marketing function has
the responsibility to promote these products, the accounting function must record all movements.
Without this cycle in a good move, the company does not exist.
To achieve its goal, namely the success of the company, Mark & Spencer requires
everybody, from managers to tatters, to respect the cycle and its functions and to understand the
basic function of the other functions. The company's functions are constantly interacting with
each other, requiring the exchange of information between them, either for making supplies,
analyzing or preparing the company's budget.
Technology has made great progress and this is an important feature for us. Customers can
choose, compare products, choose quality, all because the product offer has grown a lot. The
operating function is therefore responsible for the high quality of the products that it offers and
that respond to the needs of their customers and desires.
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For these products, Mark & Spencer has an offer of products developed in the Six Sigma
process, providing high quality products. Also, ISO Standards, ie quality management standards,
are respected.
To be successful, Mark & Spencer's managers need to pay close attention to a number of
important issues:
 Economic conditions: All of us are currently forecasting a potential economic crisis
due to Brexit, therefore, all of our executives must to be aware together with the assets
they will generate since it is possible that the family unit expenses cut down, in a wrong
way influencing all of our sales.
 Innovation: Your executives must constantly reveal new elements or even develop
active elements. They can add value to the company by reducing production costs,
finding undeveloped markets, increasing support services, discovering completely new
needs, and covering these people through completely new products. An example is
organic and natural food for babies and small children, which can be a potential new
market for us all.
 Quality offered: Our executives and leaders have to be in charge of offering products
of high quality; therefore, they will be continually staring at the sell to illustrate the
newest advances with this aspect. They ought to predict any potential problems.
The examples below are related to the environment, and also because of the importance it
has, we will approach this below.
The Operations function is of indisputable importance and value within the company.
Companies are struggling today to provide better commodity quality along with lower
production costs, including a higher sale price to ensure that executives are typically in a difficult
struggle for success.
Assess the factors with the business environment that impact upon operational
management and decision-making by Leader and managers with reference to the chosen
organization.
Over the past decades, Mark & Spencer has gained the largest market popularity in 2017,
reported by the British Confederation of Industry (CBI), all thanks to ambitious environmental
and ethical campaigning.
Therefore, Mark & Spencer has a total value-based commitment.
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The organization's manager must be able to discover all of the recent and also long-term
stakeholders in the organization to develop policies to build a strong relationship that can bring
value to the organization.
As shown in the last figure, these stakeholders can be grouped into two categories, internal and
external. Internal stakeholders are also called actors.
Mark & Spencer offers a strong commitment to all stakeholders, establishing long-lasting
relationships. Even if all communities are different and want distinct practices, all are Corporate
Social Responsibility (CSR) ethics.
CSR will be based on increasing the life of the community through ethical work.
Within this impression, we can remember the Mark & Spencer strategy called Plan A. This
program is often a sustainable method with the objective of defending a plan in which most
people live. This treatment plan promises many stakeholders.
Thanks to these types of campaigns, Mark & Spencer made annual savings of 400 million
food bags, saved more than 10% of energy and used hangers from recyclable materials. So he
helped both the planet and the community through rescue. The most important for the company
at the moment is customer involvement, ensuring that our products match the quality of Plan A
by 2020. We will also initiate interaction campaigns with our clients to encourage each of our
prospects to take action, would be smoking. With regard to each of our suppliers, we have begun
to apply an organic application for agriculture, which in turn is used to save electricity, carbon
dioxide and use of 100% organic products.
Mark & Spencer plans to cut food waste by 20% by 2020 and we're working to resell with
Oxfam. We also offer the possibility of unemployed reintegration into professional life, helping
with offering courses to get the job.
To make all these points probable we require their best from our managers and leaders.
First of all, our managers need to study the needs of the community. For example, to reduce the
amount of salt or sugar, the food recipes need to be changed. A very important aspect is knowing
the needs of the company's employees.
It can not be denied that Mark & Spencer has a well-established CSR strategy and deserves
its full place on the market. These strategies really support the company's operating function.
From these examples, we can see how the company carries out an ample saving and recycling
campaign, reducing the number of bags, energy and time.
CONCLUSION:
The most important of all, the operation function is responsible for the process of
transformation of the raw material into a finished product. Companies have been forced by
technological advances to look for alternative forms of production in a way that reduces costs but
does not affect product quality.
For Mark & Spencer's managers, becoming a market leader has been, is and will always be a
challenge because they need to know the needs of customers constantly and evolve. Besides,
social consciousness is increasingly present within a company and of increased importance.
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Therefore, the shift from large-scale production to less developed countries to more healthier
products and ethical production methods has been made.
Plan A and the strategies implemented with it helped the planet in many ways, and with
many ongoing projects, which have to accomplish quite a lot of objectives.
Operations managers need not just to offer a high-quality product, but also how to produce it
must be sustainable and environmentally friendly.
REFERENCES:
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