This article discusses the role and characteristics of leaders and managers in the context of M&S, a top brand in the UK fashion retail industry. It compares their roles, responsibilities, and characteristics, highlighting the differences between them. It also explores various leadership theories and approaches, such as situational leadership, systems leadership, and contingency leadership. Additionally, it examines the key approaches of operations management, including total quality management and lean production, and emphasizes the importance of value operations management in achieving business objectives.