Understanding and Leading Change in M&S

UNDERSTANDING AND
LEADING CHANGE

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
P 1 compare different organisational and impact of the change on organisation's strategies and
operations....................................................................................................................................3
LO 2.................................................................................................................................................5
P 2 PEST analysis of mark and Spencer company.....................................................................5
P 3. Impact of change and effect it has upon the organisation strategy and operations..............7
LO 3.................................................................................................................................................9
P 4 Force Field analysis to evaluate barriers to minimise impact...............................................9
LO 4 ..............................................................................................................................................10
P 5. Presenting how change will affect leadership, individual and team behaviour.................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leading change is the transformation in the strategies and operation of the organisation.
This change in the organisation can be positive or negative for the organisation. This also can
affect the leadership, individuals and team behaviour of the organisation. This report of the
understanding and leading change is based on the Mark&Spencer, Marks and Spencer is one the
biggest multinational retailer company. This company is producing different kinds of products
such as- clothes, home products and luxurious food products. Company is expanding its business
across the world. This report will include the comparison of different organisation how the
change in the organisation impact the organisation's strategies and operations. This will also
include the internal and external drivers of change that affect the leadership, team and individual
behaviour of organisation. This file also describe and evaluate measures that can minimise the
negative impact on the organisation. Further more this will explain the different barriers for
change and determine how they influence the leadership decision making. Lastly this also apply
the different leadership approaches to deal with change in organisation.
LO 1
P 1 compare different organisational and impact of the change on organisation's strategies and
operations
Basis Tesco Mark and Spencer
Strategies and operations Different operation of the
Tesco are:
 Human resource
Management
 Marketing
Finance
 Production
management (Ho and
et.al., 2015)
Strategies of the Tesco that
apply in their organisation are:
Operations
 Marketing management
 Finance
 Production
 Human resource
management
Strategies
 Transactional
marketing strategies
 Event marketing
 Employee flexibility

 Selective hiring
 On going training
 Relationship marketing
 Improve workplace
Condition
 Workflow organisation
 Ongoing training and
development
 Reward and promotion
strategies
Causes of change  Technological change
 Globalisation
 poorly defined business
process
 Lack of job role
understanding and
vision of the company
 New technological
change
 Globalisation
 Merger
 Digitisation
 Communication gap
 Poor marketing and
research activities
Impact of the change on the organisation
The changes in the Mark&Spencer company affect the whole organisation, as it affect the
profit share of the company in the market by lack understanding of the fashion trend in the
market. Lack of effective marketing strategies and research affect that it does not provide
relevant data about the choice and demand of the customers in the market. Because of then
changing strategies, behaviour of the employees are also affected as the no accept new change.
Changing strategies affect the organisation as it merger strategies help the Mark&Spencer
to expand its business in different location. And changing strategies help the employees to give
rewards and promotion that motivate them them to work effectively.
Impact of the change on the Individuals and team
Change in the strategies of the Mark&Spencer affect the behaviour of the individual and
team as well. As sudden change in the organisation like change their position ion the
organisation and change their work behaviour affect the behaviour of the team that they do not
work effectively to gain the profit that affect the whole environment of the Mark&Spencer
company.

LO 2
P 2 PEST analysis of mark and Spencer company
PEST analysis is the toot that help the Mark and Spencer company to identify its external
factors that affect them, and also influence its strategies and operation (Harrington, 2016). There
are some factors in environment that affect the business strategies of the Mark and Spencer,
which are as follow:
Political factor – This factor of the external environment indicate the interference of the
governmental in the different trend and operation strategies of the mark and Spencer.
Governmental is specifically participate and make labour law, tariff trad restrictions and the trade
policies. This factor of the external environment affect and influence the goods and services of
the mark and Spencer. And also affect the marketing strategies. UK government make the rules
and policies what kind of product and services can be enter and can be go out from the country.
Changing in the government policies cal also affect the business operation of the mark and
Spencer and its operation strategies. There are many rules that are discovered by the government
of the UK are labour act, companies act (Ho and et.al., 2015).
Affect of the political factor on both ways:
Mark and Spencer is the first company that adapt the fair trade path in food and clothes
segment. This fair trade policies help the company to reduce in sourcing cost and maximise the
benefits.
Company also facing many international issues. Because of the changing policies Marks
and Spencer also have to make changes in their strategies this create the issues for the company
to apply new changes in the company that also influence the team and leadership to adopt them.
Economical factor – Changing economical condition of the country affect the business
strategies of the Mark and Spencer. This factor also affect the long term business goal of the
Mark and Spencer (Saebi and Foss, 2015).
Inflation rate of economy also affect the pricing strategy of the Mark and Spencer as it
have to make changes in the price of the products of the mark and Spencer. This affect the
supply chain model of the company and product purchasing power of the company as well. Other
Economic factor like inflation rate, interest rate, foreign exchange rate all the economic factor
that affect the bushiness of the of the mark and Spencer. As UK has open economic rank in the

world. As the inflation rate in the UK is low it help top manage the monetary and fiscal policies
that make it strong in UK.
Healthy economic rate and condition help the company to increase its productivity with
availability of the resources, so that Mark and Spencer can focus on the new trend fashion area
for the younger generation.
Social Factor – This social factor is focus on the choice of the clothes, taste and choice of the
customers. These choice and taste can be change anytime this can affect the business strategies
of the mark and Spencer. As mark and Spencer have the strategies like distribution, cultural
aspect of the people. This new trends in the market affect the strategies as this have to make
change in production and designing and distribution strategies. They have to modified their
strategies as according to the social demand and choice (Bocken and et.al., 2016).
Lower price of the cloths can be a reason of loss. 18 April 2000, marks and Spencer has
allowed its customers to pay with credit cards because of the competitor who has already
allowed their customers to paying by credit cards.
Technological factor – technological factor play main role in growth of the business. It system
of the mark and Spencer help to produce the quality of the products and designing of the cloths
and also increase the production in the market. As it is the multinational company so the people
from across the world can be purchase their products and make payments through online with the
help of the technology. This help to increase its profit margin by increasing the sales of the
products.
Recently marks and Spencer company is decide to provide free Wi-Fi facilities to the
customers in the stores. For the purpose to attract the customers. It will help to customer to
search about the new offers and products of the company. But there are some losses of adopting
the new technology.
SWOT analysis of Mark and Spencer
Strength – Mark&Spencer has the big and strong brand image in the UK. It focuses on the
quality of the products with the best price that attract the number of the customers towards the
brand. This become the customers as the biggest strength of the Mark&Spencer. It has 6 other
brands that also the strength of the company.

Weakness – Many other brand make existence in the market this is the biggest weakness for the
Mark&Spencer. Other weakness is that it has limited market share because of the existence
competition in the market, this create problem in gaining more profit.
Opportunities - Mark&Spencer has the many opportunities in the market a it can develop new
business in t he other segment market. They can introduced its online website to sell its products
across the world. This also create the opportunities to expand its business in other country as
well (Oliveira and et,al., 2017).
Threats - Competitors create big threat for any organisation. Threat from the other retailers
which gives the product on ow price and it can develop the danger for Marks&Spencer. There
are many governments policies and legal actions which affected the organisation and it is not
easy to spread the brand in all around the world with clearance of governance policy.
P 3. Impact of change and effect it has upon the organisation strategy and operations.
Tesco company is facing many adaptive changes such as: Persistence conflicts, employees
working behaviour, collaboration with other companies' to expand its business, crisis.
Impact of the change in Tesco
As the effective leadership is one of the best way to overcome al the problem that occur
due to change in the business operation and strategies. A leader is a person who can influence
their team members and individuals and also the other employee in the company. So the Tesco
provide the effective leadership training to their leaders which is helpful for the company to
guide employees and to solve any kind of problem in the company.
Reward system – Tesco provide the reward system to their employees that motivate them to do
effective work and again more rewards and help to improve their behaviour. Company is
providing two kinds of reward system such as- monetary and non-monetary system.
Change in their post - Tesco is adopting this way to solve the conflicts of employees. And they
can work together to reach out a common goal of the company.
Change in Mark&Spencer
Poor stores – Mark&Spencer is suffering from this problem. As company do not have
any stores in the rural area. This create problem in expansion of the business.
Fashion changes with time – As the rapidly changing fashion trend with time create
problem for the Mark&Spencer, as it do not focus on the fashion garments for the people and
create the problem in growing business with time (Zhang, Wu and Zhao, 2016).

Impact of Change
Employees resistance was the big change for the company as the employees and staff of
the mark&Spencer were satisfied with the changing strategies and operation of the company
because it help the employees to grow more and also help to earn more salary.
Customer satisfaction – Mark&Spencer is going to start its business on fashion products
on the different age group which previously only focus on fixed age group. This give the higher
customer satisfaction and get best experience from brand.
Evaluate how then change minimized using appropriate model of change
In order to go with the change in the company Mark&Spencer's leaders will use the Kurt
Lewin's model of change which is used when the organisation make changes and make
adjustment fro the employees. Be cause employees not always happy with the change in the
company. Kurt Lewin's model include the three stages which focus on the change in the
behaviour modification (Zhang and et.al., 2017).
Unfreeze stage – This is the stage where employees of the Mark&Spencer realise that something
is going to be change in the company and they have to face those changes strongly. Therefore it
become necessary for the leaders of the Mark&Spencer to disclose all the changing affairs and
explain why it is going to be happen. Through the proper and clear communication leaders can
influence their employee to willingly accept the change. Therefore it recommended to keep
involve the employees so they also can produce the constructive approach.
Change stage – This stage is also known as the moving stage and also essential for the business
of the Mark&Spencer to implement in the company. Because the change process takes longer
time and the employees are also not can not accept the change and inclined to failure. Through
the the implementation of a change in short time then employees are easily adjust their self with
change in the organisation. In this stage employees are also learn with the change to go with the
change and to make improvement in their behaviour and way of doing work this help them to
accomplish the task easily within the time. the change is better implemented into the working
area, then it will be more beneficial for a firm as well as employees to adopt new strategy which
will further help Marks and Spencer to reach further level of success (Sammut‐Bonnici, and
Galea, 2015).
Refreeze stage – In this stage, refreeze all the changes and also the changes is implemented
during the second stage then employees are aligned with the change in order to revert their old

habits. Therefore it is recommended that Marks and Spencer to make proper arrangements and
through proper monitoring as well as adjustments, employees will easily make cope up with new
one. As the system implement new process into better way, then employees of a firm can easily
adjust with it and they will also act accordance with new situation and also realize different
advantage of using it.
Therefore, using Lewin's change model, Marks and Spencer can easily minimize the
negative impact upon change in management and as a result, the process will also change in
effective manner.
LO 3
P 4 Force Field analysis to evaluate barriers to minimise impact
Driving Forces Plan for the change Restraining forces
Poor stores
Fashion change with time To align with the changing
fashion trend in the market and
society Mark&Spencer
Focusing on the fashion for all
age group customers (Iqbal,
Anwar and Haider, 2015).
Lack of resources, lack of
understanding of market need,
poor research and
development, that create issue
in the Mark&Spencer to
understand the fashion trend in
the market.
Employee working behaviour To make improvement in the
behaviour of the employees
Mark&Spencer provide reward
system and also change their
place in order to get involve
with other employee and team
(Huarng and Mas-Tur, 2016).
Previous traditional working
habit, communication gap
between the leaders of the
Mar&Spencer, leadership style
of the company that they apply
in their organisation and
changing strategies of the
company, these create problem
in improving the working
behaviour of the employees in

the company.
Expanding businesses For expanding business,
company try to open its stores
in rural areas and also get plan
to expand business with the
joint venture with other
multinational brand or can
expand business with
franchisee and mergers.
Lack of strategic planning and
vision, insufficient system,
process and procedures,
inappropriate sales and
marketing actives such are the
restraining factors that play
role of barriers in the company
to expanding its business.
Different barriers that affect the decision making of the leadership in Mark&Spencer
There are the different barriers that affect the decision making of the Mark&Spencer which are
as described.
To improvement the behaviour of the employees in the company, leaders have to face
problem like lack of understanding, poor communication ion the company, poor leadership style
and the traditional previous working habits these play role as barriers that affect the decision of
the leaders of the Mark&Spencer as they have to change in their leadership style according to the
situation in company to influence them and also provide them clear guidance to direct them. This
way leader's decision be affected.
In expanding the business' leader of the Mark&Spencer have to face barriers such as in
appropriate and lack of strategic planning and vision, process and procedure, that create problem
to expand its business. But because of this leader's decision also vary as they have to plan new
strategies and procedure that would be easily acceptable and easy to understand and set new
vision for the team to work effectively to gain more profit to expand business.
And to understand the fashion trend leader revise their decision in term of the marketing
activities in the company and also revise the research data that provide the new fashion trend of
the market.

LO 4
P 5. Presenting how change will affect leadership, individual and team behaviour
As the management change is also affected the leadership style of leaders of Marks and
Spencer and it also creates positive as well as negative impact upon company's performance. In
order to cope up this change, leaders of quoted firm has to use situational leadership theory in
order to initiate some changes (Glover, Bailes and Pattrick, 2018).
Situational leadership: This leadership style refers when leaders and managers has to
adjust their own style in order to fit themselves into the sudden change in a company. Using
situational leadership style, it depends upon the leaders to manage their style not up to the
followers to adopt leader's style (Situational leadership, 2018). Beside this, situational style
usually changes continually in order to meet out the needs of others in an organization which is
based upon the situation. There are four leadership style in this theory which are mentioned
below:
Telling: This type of leaders are make decisions and communicate to each others. They
actually create the roles as well as objectives and also expect others to accept this rules. This
style is fruitful only when business wants perfect results because communication is usually one
way (Lynch and et.al., 2018). If the leaders of Marks and Spencer follows this style then they are
quite involved and closely supervise to the peoples who are working with them. As this style is
top- down approach that is why employees have to follow what their supervisor told to them.
Selling or coaching: In this type of leadership, leaders are quite involved in their day to
day activities and hence the decisions are lie with leaders only but also take opinions and
suggestions to their subordinates or employees. Thus, the leaders or managers sell their ideas to
others in order to gain the cooperation (Thompson and Glasø, 2018). As when this style is opted,
then employees are still supervised but with different coaching manner rather than management
manner. So that it helps the employees of Mark and Spencer for direct praise in order to increase
their self- esteem as well as confidence.
Participating and supporting: In this leadership style, leaders support their employees
and they keep involve them in order to take better decision for the welfare of a company. After it,
this style helps a leader to raise the confidence level and also take proper feedback from them in
order to get exact results. Although, leaders force employees to take participation in the decision
making process and left choice to them only. In this way, the leader of Marks and Spencer will

easily perform well and those who work under this style, then they should posses necessary skills
so that they can achieve the target of a firm (D’Innocenzo, Mathieu and Kukenberger, 2016).
Delegating: This leader are also responsible for their team but on the other side, they
provide better guidance to their workers in order to solve their problems (Lincoln and Keller,
2018). In this type of style, leaders are involved with the least amount and only employees are
responsible for their own decision. So that employees will know their role and perform it with
little supervision.
If leaders of Marks and Spencer chooses situational leadership style, then it will be easy
for them to easily accept the changes and can lead a team as well as individual to achieve the
goals in defined time period (Marshall, Coleman and Reason, 2017).
CONCLUSION
From the above study it has been concluded that changing strategies and operation of the
mark and Spencer affect the whole business environment of the company. It also concluded the
drivers of the change that affect the organisation strategies and and affect the employees of the
organisation. From the SWOT and PEST analysis tool determine the affect of the external and
internal factors on the strategies and operation of the company. Further more it determined the
barriers that affect decision making of the leader of the Mark&Spencer and also concluded that
with different leadership approach can take initiative to improve strategies and operation of the
company.

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