Analysis of Leadership and Change Management at Marks and Spencer

This report provides a comprehensive analysis of leadership and change management within Marks & Spencer (M&S). It begins with an overview of M&S and explores how organizational changes have impacted its strategy and operations. The report identifies both internal and external drivers of change, such as customer awareness, lifestyle changes, and technological advancements, and their influence on leadership, team dynamics, and individual behavior. It examines specific case studies of technological and logistical changes within M&S, along with a SWOT analysis of these changes. Furthermore, the report delves into measures to minimize the negative impacts of change on organizational behavior, discusses barriers to change and their effect on leadership, and outlines different leadership approaches. The report aims to provide a thorough understanding of how M&S has navigated and managed change to maintain its position in the retail industry.

UNDERSTANDING AND
LEADING CHANGE

Table of Contents
INTRODUCTION...........................................................................................................................1
LO.1.................................................................................................................................................1
P.1.Different organisations where change had impact on the organisations' strategy and
operations...............................................................................................................................1
Marks & Spencer case studies of changes.............................................................................2
LO.2.................................................................................................................................................3
P.2. Internal and external drivers of change that affect the leadership, Team and individual
behaviour of M&S..................................................................................................................3
P.3. Measures that can be taken to minimise negative impacts of change on organisational
behaviour................................................................................................................................5
LO.3.................................................................................................................................................6
P.4. Different barriers for change and how they influence leadership in M&S.....................6
LO.4.................................................................................................................................................8
P.5.Leadership approaches.....................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Understanding and leading change refers to prepare the workers to face the problem
which come after the initiation and implement the change, understanding and leading change
help the participants to examine the change, psychological, political, organizational issues they
generate. Report summarized the different organisational example when change impact the
organisational strategy and operations. Internal and external drivers of change affect leadership,
team and individual behaviours within Marks and Spencer. Measure that taken to minimise the
negative impacts on organisational behaviour. The different barriers for change and determine
how they influence leadership decision making in Marks and Spencer and different approaches
to dealing with change in organisation.
LO.1
Overview of Marks and Spencer.
Marks and Spencer is the British multinational company in retail industry. It is a public
limited company which was founded in 1884 by Sir Michael Marks and Thomas Spencer. Teh
headquarters are located in London, United Kingdom. The revenue of the company in 2017 is
£10.622 billion. M&S currently has 979 stores across the U.K. including 615 that only sell food
products.
P.1.Different organisations where change had impact on the organisations' strategy and
operations.
Change is also an important part of the organisations a company can not survive and run
their business without doing changes with the time. Changes are not always welcome by the
employees, managers and business owners. All the workers are doing there work with their
traditional ways, changes can create the fear in employees mind that they have to leave their
comfort zone and they think that they will not able to adapt the new change. It can be painful
sometimes with short time effects but on the other hand there are many benefits also for the long
term business success(Mahembe, Bright, and Amos 2014.).
Impact of the change on the strategy and operations in organisations.
Changes helps to the business to run with the current trends, changes help to get know
about the latest needs and wants of the consumers, staying with the current trends help the
business to engaged their current customer with them to long term and attract the potential
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customers in the business. Many businesses. Marks and Spencer running there Business from
many years, they had survived in business because of the changes, they implement the change
when there is need of that. They follow the trends of the consumers and analyse their needs and
wants. From the above analyse they set their strategy that how much amount of product has to be
produce what are sources are needed, how to get the material for the production. What are the
medium has to be choose for the product distribution etc(Salman and Broten, 2017).
Few years before customers lost their trust in the Tesco PLC their product are out dated. So they
lost the trust and relation with their customers. The old strategies they are using is not worked
any more. So company had changes in production way, relationship building, new corporate
renewal plan, promotion strategies etc.
There is vast impact on the organisations strategies and operation if company stay with trends its
needs many changes so company haver to make new strategies and operations way.
Drivers of change
Internal and external pressure that shape the Marks and Spencer change that is known driver
change.
Customer Awareness- initially customers did not take the interest in the product of the
private brands because they have perception that this brands are not provided the quality in their
products and their stores are unattractive. After the improvements of the private brand's product
they are able to attract the large pool of customers now days customers are aware the benefits of
public and private brands products Marks and Spencer.
Change in Life Style- change in the life style of the people is also important driver of
change. People are more money savvier now days they are very conscious about the paying for
the product. Due to changes of the lifestyles Marks and Spencer are now trying to come up with
their different strategies(Bolman and Deal 2017).
Marketing innovations-it is referred to introduce the product of the company in market
by new ways. Technology is changing very rapidly it s help the marketers to do marketing in
many ways. Online marketing is good ways of marketing which is proved very successful to
Marks and Spencer.
Technological Factors- Constant evolution in technology has helped businesses operate
efficiently in competitive markets such as retail as modern IT systems help increase productivity
& lower costs. Furthermore, consumers across the globe are harnessing the power of internet to
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purchase items online & get them delivered straight to their homes. Online shopping has enabled
M&S to automate & accelerate purchases & reduce the supply cycle for products sold online.
Environmental Factors- This is also one of the most important factors that drives the
changes. It is very important that organisation should be aware of the environmental changes that
leads to the great impact on the brand name of the company. Presently Marks and Spencer
charges 5 rs for per plastic bags sop that customers less use of plastic bags and bring other bags
from home.
Marks & Spencer case studies of changes
Marks and Spencer technology changes- in January 2018 Marks and Spencer announce
the change in their technology to enable a digital first business and deliver an improvement in
customer experience, its help to create the more improve technology function that help the
business to grow. M&S technology changes are being made to deliver the technology to get the
real value to the business and customers. The main motive of the M&S is to make business
faster, simpler and more focused on achieving a seamless customer experience(Northouse,
2018.).
M&S clothing and home logistics Changes- Mark and Spencer's Hardwick distribution
centre closed on April 2018 and they open to run a new M&S south east distribution centre at
Hertfordshire. Its help the M&S to work faster and more commercial retailer. This change
creating a single tier clothing &home logistic network. This new network help the M&S to
distribute the product faster and lower cost. To automating the distribution centre of M&S help
to handle more capacity this decision has been taken to close Hard wick distribution centre
which handled the north west and Scotland clothing & home product stores.
It closed in September and work transfers in other distribution centres(Holden, 2018).
SWOT analysis to identifying drivers of change
Strengths- The strengths of the change is that its give the faster and cost effective service
Technology helps the M&S to improve the quality and productivity. Changes help the managers
and employees of the M&S to achieve their goals and objectives on time. The changing of the
logistics centre distribute the products of M&S fast and its help the company to create the brand
loyalty and brand awareness of M&S its help to expand their business on more locations which
can generate the more profit.
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Weakness- As we know that changes have benefits as well as weaknesses for changing
of the technology in M&S create the conflicts in the managers and employees new technology
may be not understand by the employees so its create the fear in them about their value. They
will demotivate the other staff about the technology. For transferring the DC in different places
could be costly and time consuming.
Opportunity-Technology has very good outcome in the future it helps to keep the
company in current trends. There are many opportunities which M&S can get from the help of
technology. Change of distribution centre help to expand in the business activity and help the
company to promote their products on many places(DeAngelis,2018.).
Threats- Technology change can get the threats from its inner environment by the
employees and managers. The turnover of employee will increase in the M&S its slow the
growth of company. M&S shift their distribution centre it's gave them many challenges to setup
a new distribution centre.
LO.2
P.2. Internal and external drivers of change that affect the leadership, Team and individual
behaviour of M&S
There are many factors which affect the organisational change sometimes it is better for the
organisation and sometimes bad. Here are the different drivers of the change -
internal drivers-
 Capabilities
 Resources
 inventions
 Dissatisfactions
 Desire
External factors
 Customers
 competitors
 investors
 technology
 government
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Leadership-
When a changes' comes in organisations its affect every elements of the company, there
are many benefits of the changes which Marks and Spence can get from the right guidance.
Leaders are responsible for the implement the right impact on the change on the employees, there
are many perception comes after the changes it is leaders duty to manage and maintain the
environment of the Marks and Spence. Many employees can demotivated after the changes they
feel insecurity of their values in Marks and Spence and they get fear of loosing of job. Leader
has very affected by the changes his responsibilities can increase other than the work. He has to
guide employees in every level like technically and emotionally. A right guidance will impact
the employee to motivate towards their works. If leaders will also get depressed from the change
its put a negative effect on the Marks and Spence(Malik, 2018).
Team-
Change is integral to its success in competitive and shifting market. When new
technologies or trends took place in Marks and Spence old routines are often phased out. If team
are not managed properly it gets negatively impact on the each employees. There are always
different minds are working in team their thoughts and ideas are different from the each other if
changes come then all the team member have their different perception. Management have to
update about the changes to the team, its help them to develop and they feel the part of the
process an unknown change can push the employees in the dark they can not find any solution to
move forward it is important to give details the team about the any changes so they can make
their working plan and be prepared for accept any changes within Marks and Spence.
Individual Behaviour
The impact of the change on the individual depend on attitude and the personality of a
person that how he reacts towards the change what is his reaction on the change. Impact of the
change on the individual behaviour could be positive and negative, a motivated employees at
Marks and Spence take the change in positive way and a frustrated and depressed employees
took the change in negative way. An educated employee will not much influence from the
change, he will able to learn and understand the changes. Communication with each other also
help the employees to give the best outcomes for Marks and Spence(Tannock, 2015).
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P.3. Measures that can be taken to minimise negative impacts of change on organisational
behaviour.
Changes has many negative impact on the employees' behaviour which reduce the efficient of the
company. But for reduce the negative impact there are many other factors which are use by the
company.
Leadership theory- in the change environment leaders have the capability to reduce the
negative impact on the organisational behaviour. Leaders can communicate with the employees
and show them the benefits of the change. That how new change help them the employees
towards their work, he motivates the employees in the time of change and guide them about their
work. A good leader have to always connect with the employees.
Participative leadership theory- it is hard to resist change if one has been involved in
the decision making prior the changes is happening it is important that each and every employee
share their idea in changes that what they need and don't want add in the organisation. Their
involvement reduce resistance, build commitment and increase the quality of outcome. It is
important for the management to arrange the time to take the decision making activity and take
the opinion of each individual. Understanding of the needs and wants of employee help to reduce
the negative impact of the change on organisational behaviour. It is also given the time to the
employee so they can make the plan and settle them self to taking the change. For example- the
leaders of Marks and spacer should boost the participation of each and every employees in
decision making.
Manipulation
Manipulation is hidden attempts to influence people through doing such things as with holding
undesirable information. Twisting or distorting the fact to present the attractive and spread the
false information(Tannock, 2015).
Knowledge and communication
Knowledge is the benefits to employee its help them to understand about the change and they
will not get affected by the change. Employees who have the proper knowledge about the change
they will able to find out the positive point of that and they will get benefits from it. It is
important for the employees to get much knowledge. So they can able to survive in the change
environment. Communication is the key to get the ideas and concern of employees its help the
management to understand the problems of employees so they can able to solve that problem.
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And employees motivated if they will communicate with their leaders and mangers. It is
important to talk with each other when it is necessary it helps employees to understand that what
are the changes are going and why it is important for the company. Communication help to
understand about the outcome of the changes. For example, Marks and Spencer can use Vocky
Tocky, mobile phones for communicating employees.
These are the few factors which help the organisation to reduce the negative impact of the
change on the organisational behaviour(Herzberg 2017).\Marks and Spencer should use this
model-
Kotter's model
IT is developed by the John p. Kotter, Harvard professor and change management theorist. He
developed eight stage model. This theory is very helpful Marks and Spence to introduce changes
within organisation successfully.
Building a team- management must palace the right people in the right jobs during
transition.
In-still urgency- motivate employees to feel a sense of urgency about embracing the
change.
Short term goals- keep focus on the short term goals so employees feel a sense of
accomplished as the changes roll out.
Developing a Vision and a Strategy- Determining the core values, defining the ultimate
vision and the strategies for realizing a change in an organization.
Communicating the Vision- Communicate the change in the vision very often powerfully
and convincingly. Connect the vision with all the crucial aspects like performance reviews,
training, etc.
Removing Obstacles- Ensure that the organizational processes and structure are in place
and aligned with the overall organizational vision.
Consolidating Gains- Achieve continuous improvement by analysing the success stories
individually and improving from those individual experiences.
Anchoring Change in the Corporate Culture- Discuss the successful stories related to
change initiatives on every given opportunity.
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Conclusion and Recommendation
In is recommended Marks and Spender should use democratic leadership styles so that
employees feel satisfied and happy as well as they also contribute large to the company.
Democratic leader style makes the work innovative. In addition to this, team working culture
should be adopted in the company so that it will be more effectively and efficiently achieve the
organisational goals and objectives. Marks and Spencer should use Kotter models when there
introducing any change in the organisation.
Conclusion
The above discussion concluded Internal and external drivers of change that affect the
leadership, Team and individual behaviour of M&S and various measures that can be taken to
minimise negative impacts of change on organisational behaviour.
LO.3
P.4. Different barriers for change and how they influence leadership in M&S.
If an organisations wants to implement a change then there are many barriers which stop
to implement.
Limited understanding of change- Change is not easy for everyone to accept.
Employees think that there are always negative impact of the change. People don't want to
understand the benefits of the change, organisations have the biggest mistake that they are fail in
involve employees in the change process, this spikes fear of the unknown, lack of desire to
embrace a new culture and eventually a complete barrier to the change. It is important for the
management to introduce the change to employees it is help them to understand about the
importance of change. When employees will know much about the change then they will
comfortable and ready to adjust to the new development within the organisation(Nicholls. 2017).
Lack of communication- many organisations don't have effective communication
strategy, in fact management thinks that if they announce about the change to the employee then
they will ready to adjust and start their work in new development. This is the not right way to
introduce the change in fact it is forcefully to the employee to accept the change. If managers
will not communicate with the employee and don't give the details of the change. Then employee
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will never come out from their comfort zone. Employee need to know about that how change
will affect them as well as how they will adapt tot the change.
Negative employee attitudes- In an organisation many employees are working from the
long time so they are comfortable in their traditional working style if any change will come it
will affect there comfort zone. They will not accept the change easily, they think new change
may be decrease their value in company. They demotivate themselves as well as other
employees. They show them the negative effect of the change. They will try to create the conflict
in organisational culture. Negative employee attitude is a virus in the organisations which will
spread and affect the other employees(Salman and Broten 2017).
How its influence the leadership decision making
Leader has responsible to make all the organisation decision. If there are any barriers come in
the decision making that will affect the decision. Leader have to look all the factors which affect
the employees it is leaders duty to make balance between the employees and companies benefits.
There are many forces which affect the leadership decision making like technology, politic,
communication, economic status market cost and social responsibility.
Recommendation and Conclusion
 Marks and Spencer should use advance system for transferring
information within organisation such as email messaging, Employees portal,
mobiles phones etc. By using these advance tools company can overcome the
barriers of communication.
 Marks and Spencer company should provide training and development
programmes so that employees can understand the advantages of changes. Skills
and knowledge of the employees are also upgraded which reduces the level of
resistance.
Force Field analysis- It is a graphical tool or visualization tool for supporting decision making. It
can be used equally by individuals or teams. Marks and Spencer should use this force filed
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analysis tool in implementing changes within organisation. With the help of this tool company
can identify the following-
Possible Obstacles- This tool is a powerful strategic instrument that is used to understand
what is needed for change to take place in both a business and a personal environment. In
addition to this, It makes clear what the possible obstacles are that could hinder change. It
enables Marks and Spencer to become aware of the difficulties that may be involved in the
envisaged change. For example, Strikes of employees.
Driving and Restraining Forces- This is also one of the best tool in order to distinguish
driving forces as well as restraining forces. The restraining forces are obstacles that get in the
way of change. They have an impact on the change and they will try to restrain this. The driving
forces support change and encourage positive effects. For example, introduction of new working
methods do not work which makes possible to draw up an improvement plan.
Preconditions- It is essential that a Force Field Analysis group is made up of the people in
the Marks and Spencer that are participating in change in various ways. Preferably, this should
be a differentiated group that includes manager, employees, internal clients and technicians.
LO.4
P.5.Leadership approaches
Quality or traits approach-leaders are born not made leaders have there distinct
personality traits and qualities(Reeve, 2014.). This approach looks for a series of physical,
mental or personality traits which the effective leaders posses. It focusses on different personality
traits and characteristics which leads to successful leadership. Across different situations. The
leadership traits includes intelligence and action – oriented judgement, take competence,
understanding the followers and their needs, people skills, capacity to motivate people,
trustworthiness and decisiveness. The individual having thins abilities can make them great
leaders. The trait approach provide that leaders must the quality to influence other and motivate
them to achieve their common goals.
Functional or group approach-leadership can be either learned or developed they focus
on the accountabilities, responsibilities and functions of the leader and the nature of the group. It
focusses on the action areas that a leader must address to be effective. The functions of
leadership include defining the task, planning, briefing the team , controlling what happens etc.
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according to this theory, leader is not made on the basis of its characteristic but rather the leader
is someone that act and communicate like a leader. The functional approach of leadership is
based on the functions performed by the leaders to achieve the organisational goals. This theory
helps in defining the different functions which the leader have to perform to effectively achieve
the organisational goals. The leaders are the one that perform task and provide direction to its
team leader to achieve their targeted goals.
Behavioural style approach-it is focus on the people behaviour in leadership, position
and how it is influences group performance. The focus of this theory is on the actual behaviour
and action of leaders and not on their traits and characteristics. According to this theory the role
of the effective leader is defined by its behaviour in the organisation. According to behavioural
theory leader uses three skills to lead its followers technical, human and conceptual skills.
Technical skills of the leader refers to person knowledge to process of technique. Human skills
refers to the ability of the leaders to interact with other people. Conceptual skills refers to ideas
which enable the leader to set up models and design plans.
Situational approach- the situation itself determines the leadership style that will be
most effective and no single style of leadership is appropriate for all situations. According to this
theory, leadership is affected by a situation from which the leader emergences. Situational
theory provide that there is no one the best style of leadership which is applicable to all situations
and thus the leader have to change its style of leadership according to the different situations.
According to this leadership approach there are different styles of leadership that includes telling,
selling, participating and delegating. In the telling style, the leadership tell the followers what to
do and how to do. In selling , the leader sell its ideas which are being processed by the group
member. Participating , In this approach leader provide less direction and allow members of the
group top provide suggestion in various decision making. In delegating, the group members are
provided with various responsibility.
CONCLUSION
This report concludes the impacts on the strategy from the change and drivers of the change how
they effect the organisational decisions and theories that can be minimise the negative impacts in
the company and how a leader can mange them all with his skills and further what are the
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barriers that management have to face during the implementation of the change and how its
effect the leaders decision making. Approaches that are use by the company to change initiative
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