Management and Operations Report

This report analyzes the roles of leaders and managers in Marks & Spencer, a multinational retail company. It explores different leadership styles, their strengths and weaknesses, and the importance of operations management in achieving organizational goals. The report also examines external factors that impact decision-making in a retail environment.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
a) Differences and similarities between a leader and manager considering their roles and
characteristics.........................................................................................................................3
M1 Difference between role of leader and function of manager............................................5
b) The function of manager according to Fayol and haw manager in your organisation
performs these functions using various examples..................................................................5
c) Situational leadership, system leadership and contingency leadership using various
scenarios in your organisation................................................................................................7
M2 Strength and weakness of various approaches.................................................................8
D1 Critical evaluation of how well various leadership styles are effective...........................9
TASK 2 (LO3 & LO4).....................................................................................................................9
1.Explain different approaches to operations management and identifying what is used in your
store........................................................................................................................................9
M3 Technique of improving efficiency of operational management...................................10
2. Explain what makes your role as a store manager a classic example of an operations
manager................................................................................................................................11
3. Explain the importance of operations management in your store....................................12
4 & D2 Identify and assess the key outside factors that can have an effect on the operations
management four your organisation.....................................................................................12
5. Haw are these factors impact upon your decision making as a store manager?...............14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Operations management related to planning and organising the production and
manufacturing function of an organisation. It is concerned for changing raw material into
products and services in a efficient way by quality control and material handling that can help in
increasing profitability of company. This report is based on marks & Spencer, a multinational
company listed in London stock exchange (Arnason, 2012). It deals in selling clothing, home
products and luxury food products to its target customers. This project focuses on role of
managers and leaders in different situations and operation management, different approaches and
theories of leadership, importance of operation management in attaining goals of organisation. It
also includes factors that can have impact on decision making and management by leaders and
managers and how leaders can make improvement in efficiency for achieving objectives.
TASK 1 (LO 1 & LO2)
a) Differences and similarities between a leader and manager considering their roles and
characteristics.
Companies introduction -Marks and Spencer is public limited company in the field of
retail business whose headquarter is situated at the city of Westminster, London. It was
established in 1984 by two people named as Michael Marks and Thomas Spencer. The company
is specialised in selling of different types of cloth, home related products and some luxury food
item also. The companies work is also recognisable as they also do lot of charity works by
selling a huge range of clothes for women suffering from the cancer for number of years.
Company uses flat organisation structure.
Leader is an individual or a person who can influence number of people so that they can
achieve the target or objective in a particular time. A leader tries to influence the behaviour of
employee by many ways which can motivate and guide employee to make work in progress
towards the goal (Baldwin and et. al., 2010).
According to Schein“ Leadership has the ability to step outside the culture to start
evolutionary change processes that are more adaptive”.
Leadership is a function of knowing yourself, having a vision that is well communicated,
building trust among colleagues, and taking effective action to realize your own leadership
potential. (Proof Warren Bennis)

Successful leaders see the opportunities in every difficulty rather than the difficulty in every
opportunity." --Reed Markham
Manager-A manager is an individual who is responsible for creating certain task for the
workers and also in-charge of controlling the work in an effective manner
A manager is a person who is responsible to handle the process of administration of the
running organisation there are different duties of manger which varies according to task which
are as follows recruitment, training, supervising etc.
Managers are there to get results by ensuring that their function, unit or department operates
effectively. They manage people and their other resources, finance, facilities, knowledge,
information, time and themselves. They are accountable for attaining goals, having been given
authority over those working in their unit or department. (Drucker 1995).
A manager is an expert in his or her field and is a support system for employees.
Managers work within a business and work together as a team to achieve company goals. A
manager is not a person who does a million things at once while employees take a back seat. It is
vital for managers to delegate responsibilities to employees and assist them if they need help.
Characteristics Mangers Leaders
Traits Managers can manage the
performance of the individual
in the present time. People
work for them.
Leaders have quality that they
can look for the future
possibility in business and
people follow them.
Roles and responsibilities A manager is responsible for
looking every aspect in an
organisation.
A leader is person who
provides the counselling and
direction to worker under it.
Authority and power Managers have authority and
power to hire the candidate
and can also fire the particular
who is not effective for the
organisation.
A leader have a power to refer
a particular candidate and has
authority to acts as expert in
special cases.

M1 Difference between role of leader and function of manager
Leaders and manager both are playing distinct role in attaining set objectives or goals by
performing their assigned job in much better manner. However, both of them are following
various ranges of skills, theories and concepts while accomplishing their set objectives or goals.
Hard management skills and soft leadership skills- These two terms are distinct from each other
in various manner such as; managers always follows hard and complex skills for managing
business operations because they have to deal with several types of departments and individuals.
On the other hand, leadership skills show the ability of leaders through which they can handle
their team in order to encourage them towards certain goals or objectives. Basically, leaders
adopt soft skills because they have to create positive relationship with various teammates in
order to motivate them to perform assigned job in much better manner. Hence, this skills shows
that managers and leaders are deals at distinct position due to which they have to act accordingly.
b) The function of manager according to Fayol and haw manager in your organisation performs
these functions using various examples
The function of the managers and leader are sometimes interchangeable. Functions of
manager are to organise things, making plans, to coordinate with different people. While the
functions of the leader are to innovate, keeping vision for the future, and its function is also to
take calculated risk while leading other workers.
Difference between role and function of manager by applying different theories
Leader and managers adopt different theories for performing their roles and functions in
order to achieve objectives of organisation. The following are some theories adopted by
managers and leaders which differentiate them:
In Marks & Spencer, Leaders are more focused on innovation, so they adopt situational
leadership theory as they adopt leadership style according to situations occurring at time.
Managers follow classical theory of management as they are only focused towards productivity
and do not understand social needs and job satisfaction of employees.
Leaders use charismatic leadership as they help their followers in self-development and motivate
for improvement (De Neufville and at. al., 2013). Whereas managers use Transactional theory
which helps individuals in improving their task and focuses on supervising the performance
through some benefits and punishments.
Analyse different theories and leadership in the context

The different types of leadership theories help in making the optimum decision, in
motivating the other employees. Leaderships also plays important role in making decision in the
adverse condition (Grunig, 2013). Marks & Spencer should adopt situational leadership for
performing their tasks. As it includes different leadership styles to do their work as per given
situations. This leadership style helps leaders to use potential skills of their employees according
to the demand of hour. But this approach also has some limitation like it leads to confusion in
followers about working style of their leaders and managers.
Henri Fayol was one of the first theorists to define functions of management in his 1916
book “Administration Industrially et General”. Henri Fayol identified 5 functions of
management, which he labelled: planning, organizing, commanding, coordinating and
controlling. Henri Fayol theorized that these functions were universal, and that every manager
performed these functions in their daily work. Henri Fayol also identified 14 general principles
of management and organizing, which can be read about in the article: What are Henri Fayol’s
14 Principles of Management? In part, these 14 principles give normative guidance on how
managers might master and execute their 5 managerial functions effectively.
Planning: - This a procedure related to determining objectives and goals for future and it
also identify resources to achieve goals. For attaining business objectives managers prepares
plans. Each area of business needs different planning for performing their tasks.
Organising: - It is a process of integrating roles and responsibilities and defining tasks
to achieve goals and activities. This helps managers to divide works according to specialisation
of employees for efficient utilisation of resources. It helps in performing other managerial
functions.
Commanding: - Unity of command states that, every individual or workers should be
instructed under one top level authority. In context to M&S, control over miscommunication
between two authorities, working individual in organisation should know what they have to
perform exactly under whom.
Controlling: - Controlling is to measure the actual performance with standard
performance. In regards to M&S, controlling helps in getting details regarding their execution
plan related to exist one from standardized plan.

Co-ordinating: - According to management and their principles employee should have
harmony among each other. In context to M&S working individuals should have great relations.
Taking things in positive directions will help organisation to achieve group goals.
The following are some situations with which a Leader and manager has to deal according to
their roles:
Employee engagement: Mangers and leaders of Marks & Spencer has different roles in
dealing with various situations. Managers interacts with all employees, they identify ways for
managing employee engagement and putting them into actions. Leaders and employees have
open communication, they share ideas and views with each other’s. They develop some training
programmes for adding value to employees which will benefit them in long-term.
Conflict Management: Leaders and managers of Marks & Spencer are responsible for
activities of employees. They resolve issues on time to reduce negative impact on organisation,
by analysing and discussing problems with employees, identifying root cause of problem and
influence his followers to follow rules and strategies prepared for solving problems. Managers
define roles and responsibilities of all members and develop strategies for conflict resolution.
c) Situational leadership, system leadership and contingency leadership using various scenarios
in your organisation.
Situational leadership: Leaders plays a major role in an organization and influences by
their knowledge power, skills, and personality (Tangn and Musa, 2011). Company is concerning
on this approach to high rated competencies, increasing the maturity level and managing the
complexity in tasks. This approach works in four parts: Telling: Leaders to company's employees by instant response and task related instruction
that how, when it can be perform. Selling: To control on directions and freedom of two-way communication for performing
their tasks. Delegating: Through the delegating authority and responsibility to the team members
company makes easier way in performing tasks.
 Participating: Leaders tries to participating in exchanging new and innovative ideas
among the team members.

System leadership: This comprehensive approach overcomes the system problems and
developing in whole organization by reducing the complexity in tasks. It’s working in all forms
of organizational entities such as business units, team’s individuals.
Mark and Spencer achieving direct profits through this methodology by maintaining
sustainability in employee's performance and effective towards the local optimization.
Contingency Leadership: Company rely on contingency theories to manage, predict and
assess employee's behaviour to maintaining harmonium relations.
Contingency style bases on two variables. Dependent Variables: It all about to know how employee's productivity, job satisfaction,
turnover and absenteeism directly affect to OD. Company tries for decreasing the
turnover in this situation.
 Independent variables: These are the inner strength and self-motivation based concept.
By using this variable company improves the flow of productivity.
 Company inspires to their employees through better guidance and fulfilling their
demands and requirements.
M2 Strength and weakness of various approaches
Situational Leadership
Strengths It is very flexible approach for leader as it helps Marks & Spencer to work according to
situations.
 This approach creates relationship among management and employees. Which leads in
good work experience (Van Mieghem and Allon, 2008).
Weaknesses
 This one focuses on only short-term goals rather than long-term strategy.
 There is chance of arising conflicts as sometimes situations are related to many other
factors.
System Leadership
Strengths
 This theory influences on innovation and creativity.
 It involves growth and development of Marks & Spencer as well as its employees.
Weaknesses

 This process is difficult as it involves various parameters.
 This approach is lesser adopted by leaders as it involves wide risk.
Contingency leadership
Strengths
 This helps leaders of Marks & Spencer in forming effective and efficient groups.
 It identifies best leader who have potential for managing groups through their tasks.
Weaknesses
 It is very complex to determine actions of leaders in different situations.
 Managers of Marks & Spencer find it difficult to identify all possible ways for achieving
objectives as environment is uncertain.
D1 Critical evaluation of how well various leadership styles are effective
According to Walker, 2008 it has been analysed that all the three approaches are
appropriate and suitable according to the situation. In fact, leaders adopt their leading styles by
considering necessary factors such as; environment, situational demand, team mates requirement
and so on. For example; system leadership is followed by leader while presenting its presentation
in front of whole staff members in order to maintain the legacy of an organization at workplace.
Furthermore, this get changed due to changes in situation and act accordingly for handling
several complex situation.
TASK 2 (LO3 & LO4)
1.Explain different approaches to operations management and identifying what is used in your
store.
Operations management is defined as the design, operation, and improvement of the
systems that create and deliver the firms primary products and services.
Operations management is the business function responsible for managing the process of
creation of goods and services. It involves planning, organizing, coordinating, and controlling all
the resources needed to produce a company’s goods and services. Because operations
management is a management function, it involves managing people, equipment, technology,
information, and all the other resources needed in the production of goods and services.
Operations management is the central core function of every company. This is true regardless of

the size of the company, the industry it is in, whether it is manufacturing or service, or is for-
profit or not-for-profit.
Operations Management it is the process of administration which helps organization to
achieve its maximum efficiency towards the goal. In this process material and the labour are
converted into good and different services in an efficient manner so that profit of the
organisation could be maximised (Walker, Di Sisto, and McBain, 2008). In Marks and Spencer,
the operations activity like planning regarding the distribution of raw material of cloth is done,
then the distribution of the finished products is done through various techniques and coordination
with the staff member is done so that use of resources could be done in effective manner.
Effective Operations management helps in increasing the productivity and also reduces the
wastage of the resources. The key approaches of operations management are as follows:
Lean production- The type of approach used in the operations management which
focuses on minimizing the waste material in the production or manufacturing process so that the
overall productivity could be increased. In Marks and Spencer, the inventory management is
done by regular auditing, forecasting the accurate demand of product, this helps in proper flow of
the operation process (Arnason, 2009).
Just in time- The type of management strategy in which the order of the raw material is
taken from the supplier and according to amount of order the production schedules are made and
this helps in making the finished product just in the perfect time. In Marks and Spencer this
strategy is followed at time of unusual demand and its main benefit is that it helps in reducing the
overall cost of inventory.
Six sigma-The specific type of approach helps in improving the quality of product. This
is done by measuring the defect in the overall process in the systematic way by deleting all the
error until the product have no defects in it (Baldwin and et. al., 2010). The Marks and Spencer
uses this approach in their luxury products so that the quality of the product could be made
superior.
M3 Technique of improving efficiency of operational management
Marks & Spencer should use Six sigma approach as it increases quality of products and
services and reduces imperfections. This will lead to enhance productivity and profitability.
The role which a leader and manager plays in different approaches are as follows:

In lean production leader helps their employee to understand their real responsibility and
They ensure that the necessary material is not destroy. Managers in overall analysing of the
product if the product is effective or not and analysed report is submitted to the main authority of
the company
In just in time: Leaders motivate the employee regarding the target time and Leader
make sure in the proper allocation and utilization of resources. Managers makes the order of the
product in correct time. Maintain healthy relation with overall network of supplier and
manufacture.
In six sigma: Leaders focuses on investing in training and development and in resources
and try to communicate with workers regarding the importance of this approach. Managers make
the review about the product which can support the worker and to monitor the process at every
process.
2. Explain what makes your role as a store manager a classic example of an operations manager.
Operation management is an administration of business activities that concerned with
processing, designing and controlling production process and operational aspects of business
entity for the manufacturing of goods and services. No organisation can sustain without being
understanding to their customers effectively and needs and wants (Bendoly and et. al., 2006). It
is essential to understand operational management at far better to deliver customer requirements
at beneficial costs. In context with Mark & Spencer, it is important to manage operation in their
store to deliver better product and experience to the customers. Store manager plays a pivotal
role in managing and over-screening entire stores to generate profits. Various skills set such as:
leadership skills, decision-making, time management, customer service skills etc. enables a
particular store manager to unique and even more attractive. There is various importance of
operation management for the purpose of managing store are as follow: Reduce costs - In Marks & Spencer, it is a duty of store manager to reduce extra cost by
preventing wastage of goods, resources and other inputs. It can be done by implementing
inventory store plan to reduce extra storing and maintenance costs. Cost control is a best
suitable concept which make it possible for avoiding extra-usage of costs to maintain
profits generation (De Neufville and at. al., 2013). Inventory management - It is a responsibility of a store manager to prevent
inventory/goods for sale from wastage, defect and from being damaged. In Marks &

Spencer, a proper inventory store management is requiring to control flow of goods in a
store, whether there is a excess or shortage of goods, it needs to take care of these two
things. Enhance innovation - It can be built by a solid base of operation skills and knowledge
within the business. In Marks & Spencer, it is required to upgrade the technological
requirements in a store such as display board, advance billing system, inventory check
machine etc. It may also lead to increase customer order outcomes.
 Increase revenue - It is possible by increasing customer satisfaction through good
quality and service. It is a primary duty of store manager to increase revenue by
maintaining costs, good customer satisfaction experience, feedbacks, promotional
activities etc. It is important to raise revenue outcomes of Marks & Spencer to build
expansion of business to another level. It is important to maintain breakeven point for
control cost outflow and profit making.
3. Explain the importance of operations management in your store.
Every organisation wants to increase efficiency of its operations that can help in
achieving objectives and goals. Leaders and managers of Marks & Spencer can increase
efficiency by upgrading team work among employees which help them in creating healthy
workplace environment. It will improve communication, coordination among employees. They
can provide incentives and benefits to staff as it works as motivational factor to enhance
efficiency. Leader should encourage their subordinates to increase productivity to meet potential
demand by giving them flexibility to work in preferred hours. They can also eliminate
unnecessary levels of management in organisation; it will help staff in directly communicating
with upper level managers. This will help in better decision making process.
4 & D2 Identify and assess the key outside factors that can have an effect on the operations
management four your organisation.
Operation management refers to those activities of organisation which direct or control
procedure of production units whether relates to goods manufacturing or delivering services.
It includes forecasting, directing, organising of available resources into effective and efficient
manner. Thus successful conversation of inputs into outputs to earn profit. In context with M&S,
there are many factors present in business environment which impact on operational
management, either internally or externally (Grunig, 2013). It includes finance, human resources,

physical assets, political laws, social culture, economic conditions etc. some major factors which
impact on decisions making process of Marks and Spencer are follows: -
Business ethics: - organisation whether existing one or new entrant in the market can
analysis right or wrong morally not situationally. By offering positive working environment to
workers, loyalty towards employees and customer, no legal formalities pending by Marks and
Spencer. All these are positive impact on the companies, organisation whereas short term or long
term should be efficient with all formalities. The main motive of Marks and Spencer is to serve
customer needs not to earn profit. If industries are performing this with good intentions then
organisations mission, vision, goals and objective could be achieved effectively and efficiently.
This will have impact Marks & Spencer as if follow unethical ways than it will impact their work
and reputation. If managers follow ethics and values of company than it will lead to better
decision making as they involve everyone in process of decision making.
Stakeholder: - organisations are intentional or unintentionally supported by many
individuals with different tag holders like creditors, suppliers, government entities, employees
etc. With respect to Marks and Spencer these group of people takes things into considerations.
Document related to legal bodies look over judicial process, and implement the things according
situation. Many more individuals like manager, peers, subcontractor’s controls and direct
unwanted condition into wanted or favourable positions. Stakeholders can affect operations of
Marks & Spencer if they are not able to satisfy them. This will impact decision making process
of managers as If stakeholders are demanding high return than in order to satisfy their demand
company has to decrease their profit margins.
CSR Activity: - CSR stands for corporate social responsibility. CSR activities comprises those
activities which is been performed to weaker section of society. No one will pressure to
contribute organisations, voluntarily companies are executing. In context to Marks and Spencer,
providing jobs to less skilled individuals in order to reduce unemployment. This firm also
involve in some other CSR activities to reduce carbon foot print, donations, providing food to
poor people. More on Marks and Spencer offering education for sustainable raw material for the
betterment of society. CSR activities of Marks & Spencer will strengthen their position in market
and increase operational activities. Company contributes some percentage of their profits for
welfare of society. As decisions taken by managers will help in economic growth.

5. Haw are these factors impact upon your decision making as a store manager?
A business is affected by many factors which impacts its environment and community.
The following are factoring that affect business environment:
Suppliers: These are most important part of every business to deal. Supplier Marks &
Spencer has an impact on production cost of products because suppliers provide raw materials or
finished goods to company (Kuruppuarachchi and Perera, 2010)). If suppliers provide stocks to
company at needed time than it will help business to supply products to consumers as per their
demand. Company will be able to maintain good inventory of products and increase efficiency
and profitability. But if suppliers are not providing goods to them on time than it will affect
effectiveness of organisation as they will not be able to fulfil demand of target consumers.
Operation management and impact on the business environment
There is different application of operations management like in the logistics management
in transferring of objects at different places also in scheduling of project in the effective time. It
reduces the time to operate and facilitates the employee in work process. The corporate social
responsibility also helps in making the brand image and the business ethics are also improved by
efficient management of operations.
CONCLUSION
From the above report it can be concluded that leaders and managers helps in operations
management by applying different approaches like in situational leadership leaders work
depends on situations, in contingency theory leader’s ass’s behaviour of their followers and in
system leadership theory it helps managers to overcome complexity in system. They use their
roles and functions to deal with different situations like conflict resolution, decision making and
employee engagement etc. This report also shows the difference between leaders and managers
as they both have different styles to do their work and managing differences among employees.
There are some factors like suppliers, customers and other internal and external factors that
affects business environment and community.

REFERENCES
Books and Journals
Arnason, R., 2009. Fisheries management and operations research. European Journal of
Operational Research. 193(3). pp.741-751.
Baldwin, J. S. and et. al., 2010. An evolutionary complex systems decision-support tool for the
management of operations. International Journal of Operations & Production
Management. 30(7). pp.700-720.
Bendoly, E., and et. al., 2006. Behaviour in operations management: Assessing recent findings
and revisiting old assumptions. Journal of operations management. 24(6). pp.737-752.
De Neufville, R., and at. al., 2013. Airport systems: planning, design and management.
Drucker,P (1995)The Practice of Management , Heinemann, London pp 15.
Grunig, J. E., 2013. Excellence in public relations and communication management. Routledge.
Kuruppuarachchi, D. and Perera, H. S. C., 2010. Impact of TQM and technology management on
operations performance. IUP Journal of Operations Management. 9(3). p.23.
Prof.Warren Bennis Leadership Skills cours. Introduction to leadership pp4
Russell, R. S. and Taylor-Iii, B. W., 2008. Operations management along the supply chain. John
Wiley & Sons.
Souer, J. and et. al., 2008. A Framework for Web Content Management System Operations and
Maintenance. JDIM. 6(4). pp.342-347.
Tang, O. and Musa, S. N., 2011. Identifying risk issues and research advancements in supply
chain risk management. International journal of production economics. 133(1). pp.25-
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Theory of Operations Management / Operations Management Approaches Operation
management concept (curs )
Van Mieghem, J. A. and Allon, G., 2008. Operations strategy. Belmont, MA: Dynamic Ideas.
Walker, H., Di Sisto, L. and McBain, D., 2008. Drivers and barriers to environmental supply
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Online
Operations Management. 2014. [Online]. Available
through:<http://www.bit.vt.edu/academics/osm_index.html>.
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