Report: Leadership, Management, and Operational Strategies at M&S

This report examines the crucial roles of managers and leaders in the context of Marks and Spencer, a major retail firm. It delves into the distinct characteristics and responsibilities of leaders and managers, exploring various leadership theories such as situational, trait, path-goal, transactional, and transformational theories, and their applicability within the organization. The report analyzes the roles of leaders and managers in different organizational contexts, including conflict resolution, human resource management, and globalization. Furthermore, it investigates key approaches to operational management and highlights the importance of operational efficiency in achieving business objectives. Finally, the report identifies factors impacting operational management and decision-making processes within the business, evaluating their effects on the wider business environment and community.

MANAGEMENT
AND
OPERATIONS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
P1. Different characteristics and role of a manager and leader..............................................1
M1. Role of leader and function of manager by applying concepts and theories .................3
D1 Critical analysis of different theories and approaches to leadership................................4
TASK 2............................................................................................................................................4
P2. Role of a leader and function of manager in different organisational contexts...............4
P3. Different theories and approach models...........................................................................6
M2. Strengths and weaknesses of different approaches.........................................................8
TASK 3............................................................................................................................................9
P4. Key approaches to operations management and role of leaders and managers...............9
P5. Importance and value of operational management in achieving business objectives....11
M3. Role of leader and manager in improving efficiency of operational management.......12
D2. Critical evaluation of operational management and factors affecting wider business
environment..........................................................................................................................13
TASK 4..........................................................................................................................................13
P6. Factors that impact upon operational management and decision making......................13
M4. Way in which different factors affect the business environment and wider community14
CONCLUSION..............................................................................................................................15
REFERENCES................................................................................................................................1

INTRODUCTION
In the era of competitive business throughout globe, management is the term used for
arrangement of available resources that is required for managing operations within an
organisation. There are numerous operations that are conducted within business firms and all
needs to be effectually managed. It helps in the proper utilisation of resources. Management and
operations are two distinct terms but involves managing all activities like sales, production,
marketing, etc. Management of these operations include making plans, and allocating resources
so as to assure smooth working of firms. Marks and Spencer is one of the biggest firms that deal
in the business of luxury food items, clothing and home products (Han-zu, 2011). It was found in
the year 1884 by Thomas and Michael Spencer. This company has various operations that are
going on in its business procedures. It is employer of approximately 82,904 employee serving in
its 959 stores. In this report, role of mangers and leaders in managing operations has been
illustrated. This report also highlights the factors that have their impact on management
operations of firm and on its decision making process.
TASK 1
P1. Different characteristics and role of a manager and leader
In the firms like Marks and Spencer where there are several operations, role of manager
and leader becomes essential. It is one of the most reputed retailers of luxury food items, home
products and clothing in UK. It is managing its stores through flat organisational structure where
limited levels are in between front line workers and top management. It helps employee to
participate in the decision making process. In any management role of leaders and managers are
crucial and act as a deciding factor of how smooth activities within the organisation will be
operated. There are various functions of management such as:
 Planning: It is role of management to plan out the strategies and how the resources will
be used so as to produce better quality products.
 Organisation: It is management's role to organise the various resources for the company.
Proper organisation of inventories leads to smooth functioning of the firm.
 Controlling and directing: Management has a role of controlling the operations as well
as directing employee to work in a defined pathway so as to achieve business objectives
effectively.
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Leaders are individuals who leads organisations with their visionary approach by
fulfilling all essential requirements for its operations that includes allocating tasks to every
individual to allocating resources etc. (Niknam, Meymand and Mojarrad, 2011). Generally, they
are responsible for setting targets and organising firm's structure to accomplish them. Whereas,
managers are generally persons who manages all tasks so as to achieve firm's goals. They are
responsible for administering and controlling organisational departments or a group of staffs.
A leader must have both kinds of skills hard and soft management skills. Soft leadership skills
includes:
 Communication
 Flexibility
 Motivational
 Patience
 Persuasion
 Team work
 Problem solving ability.
Hard skills includes
 Fluency in different languages.
 Technical machine operations
 Degree or certificate
They can follow various leadership theories in order to achieve success such as Transformational
or Transactional in order to motivate employees. One of the most commonly used leadership
style that is prevalent in leadership development program is Action Centred Leadership given by
John Adair's which suggests that task can be performed by team not by individuals in which all
the members are fully developed and they need motivation on regular basis.
Comparison between characteristic and roles of leader and manager.
Leaders Managers
1. Leaders act as a motivator who motivates
workers and employees so that they can
perform their tasks effectively.
1. Managers are controllers or coordinator who
guides subordinates as to how they will
achieve their task.
2. Leaders are generally having flexible 2. Managers have attributes like being risk
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personality with charismatic personality. avoiders, controlled handlers of program and
their nature is generally rational.
3. They design decisions as per the
organisations future plans and problems they
are going to face.
3. Managers make plans that are essential for
achieving tasks.
4. Leaders make changes as per requirement
that is crucial for organisations future.
4. Managers are responsible for bringing
stability in the firm.
5. Marks and Spencer's leaders make policies
that suits operations of each and every store it
has.
5. Managers fulfil daily requirement of each
individual stores.
6. They are facilitators since they are fulfilling
various requirements of workplace.
6. Managers have nature of being analytic,
having strong will.
7. Leaders focuses towards organisation's long
term goals.
7. Managers focuses on achieving short term
goal.
8. They have a role of generating revenue and
resources for firms operations
8. They have role of arranging resources from
the available resources as per requirement.
M1. Role of leader and function of manager by applying concepts and theories
Leaders and managers are responsible for making work process easier that too on daily
basis. Leaders and managers face different situations that not just intellectual and technical
problems but also organising resources as per requirement (Ping, 2011).
Various concepts and theories are as follows:
 Situational theory: This theory illustrates that every company faces certain situations.
Managers and leaders takes decisions as per the situation it faces.
 Trait theory: This theory explains that leaders become from their learning process in due
course of their life time and not everyone is inborn.
 Path goal theory: In order to achieve tasks and goals of an organisation all obstacles
needs to be removed.
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 Transactional theory: It states that some leaders or mangers make some exchanges
between them.
 Transformational theory: This theory illustrates that leaders and managers motivates
their sub ordinates in order to increase their productivity.
D1 Critical analysis of different theories and approaches to leadership
Marks and Spencer is a big organisation and all the above mentioned theories are
effective as per requirement of organisational objectives. These theories suggests the ways in
which leaders and managers switch their roles as various situations encountered by them. As per
Bahmani-Firouzi and Azizipanah-Abarghooee (2014) trait theory suits in every situation and is
applicable to this cited company also. Where as as per view point of Strande and Brdjanovic
(2014), situational theory is applicable for encountering day to day situations whereas path goals
is rather long term concept that signifies how leaders and mangers role changes in order to
achieve their goals. On the contrary Baird, Jia and Reeve, (2011) says that transactional and
transformational theories showcases how managers uses their communication and reward skills
so that employees motivates towards achieving their task.
TASK 2
P2. Role of a leader and function of manager in different organisational contexts
As per different organisational situations both managers and leaders have flexible roles.
This helps them in encountering these scenarios which is necessary for achieving firm's
objectives and goals. There are various types of situations that arises in Marks and Spencer:
 Conflicts: There are several conflicts that arises in the organisation. These conflicts
arises due to mismanagement of various resources. These conflicts arises between
different workers, management and departments which may have occurred due to
improper communication mechanism between different levels of organisation.
 Human resource management: Due to increasing demands of workers Marks and
Spencer has to take care of this management in a proper way. There are various staffing
needs that arises from time to time at various departments all needs to be fulfilled.
 Globalisation: This has increased competition in the market. World becoming a global
village has made customers more powerful. Leaders and managers needs to make plans in
order to face these challenges.
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 Employment: Rules of Employments are changing throughout the globe. Employees are
demanding better salaries as well as their needs for workplaces are also increasing. It is
leaders and mangers especially of HRM department to fulfil these needs as well as
making necessary cost savings.
In order to overcome these these organisational situations there are certain roles of
manager and leader they are stated below:
Role of leaders is illustrated with these points:
 Communicator: Leaders must have excellent communicative skills. This is necessary in
order to motivate employees and sub ordinates. Motivational words plays important role
in increasing productivity and efficiency of the workers (Xu and Chen, 2011). It brings
employee's motivational level to the highest peak and they do not deviate from the path
which they needs to follow. Communication can be in any form oral or written. Marks
and Spencer has its stores in several regions of the world hence written communication or
speeches of leaders through internet mediums helps in making effective communication.
 Facilitative: There are various requirements of the workplace and all needs to be fulfilled
in order to achieve its daily goals. There are several demands of employees which needs
to be addressed so that their satisfaction levels remains high which increases their
productivity. Their needs includes salary hike, workers requirement at workplaces etc.
 Conflict resolver: There are several conflicts that arises internally and externally while
performing its operations (Jabbari-Sabet and et. al., 2016). Conflict arises between
workers, management, customers, government and surroundings. All needs to be resolved
by leaders.
 Thinker: leaders must be visionary in terms of his/her thinking process. They must poses
excellent thinking skills as it is essential for making productive decisions. Thinking
process must be according to different functions of an organisation.
 Decision makers: Leaders plays the role of decision maker as they are overall
coordinator of whole firm. This is required for achieving sustainability in business future.
Decisions are made by leaders according to objective they have decided for their
organisations future. There are some situational decisions those are to be made sighting
other workers views also.
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Functions of manager:
 Planning: It is a role of manager to make plans as per requirement. These planning can
be for a particular area of operation or for particular task (Moghaddam and et. al, 2011).
They needs to be made according to arisen situations.
 Team leader: They act as a coordinator of group of people in order to accomplishing
tasks. They make collaborative working mechanism so that no conflict arises among the
team members and each worker knows his role in the group.
 Staffing: Managers are responsible for arranging staffs as per requirement of particular
task. They distribute workers as per demand of the department.
 Organising: Mark and Spencer has ample amount of resources but it is the role of
manager to organise all these resources. They allocate resources as per requirement of
each department.
P3. Different theories and approach models
Management fundamentals explains the need to understand the approaches to leadership.
There are several theories and models of approaches that a leader follows throughout the world.
Some of these are as follows:
 Trait theory: Quality of leadership is a trait. This theory explains that either people are
leaders by birth or have inculcated the trait of leader in due course of their life span. This
quality assists them in leading an organisation in excellent manner (Ming and et. al.,
2013). To be a good leader one must have certain traits like intelligence, creativity and
must have sense of responsibility while playing their role.
6

 Contingency Theory: This theory explains that leading is not mandatory to be under
certain rigid rules or methods of leadership rather it has to be flexible varying with time
in accordance to various situations. This flexibility in leadership helps to tackle arisen
situations in an efficient manner. It is extended version of trait theory. It also considers
that people performs most when they are under pressure.
 Behaviour theory: This theory tells about the leader’s behaviour by analysing it psycho
metrically. It suggests that leadership requires a strong personality having a well-
developed ego in which self-confidence is important.
 Transactional theory: It says that leaders exchanges in the form of reward or
appreciation with their sub ordinates. It depends on employee’s performance. It motivates
workers for doing extra ordinary job.
 System theory: It is an approach which describes open system. It describes the whole
cycle where input in the form of raw materials and human resources are taken from the
external environment, various processes are implemented so as to convert it into finished
services and products which is returned back to external environment (Riffonneau and et.
al., 2011). This is realistic and systematic theory or approach of leadership. This
approach entertains both starting process as well as result at the end.
7
source 1: Trait theory of leadership 2017

 Transformational theory: It suggests that leaders makes dialogues with their
subordinates so as to motivate them. These motivations helps employees in achieving
their highest productivity. Feeling of trust is inculcated in the minds of an employee.
 Situational theory: This theory suggests that leadership is not only done in single ways,
there are multiple ways of leadership. It is life cycle theory of leadership. It suggests that
leadership is according to the situations and that too depends on the task that needs to be
achieved. Successful leaders adapts themselves according to situations they face (Park
and Jho, 2012). Any leader must follow various leadership styles in order to be
successful.
M2. Strengths and weaknesses of different approaches
Strength and weakness lies in every theory and approach. But its usefulness depends on
the different situations in which it is applied.
Situational theory: It is effective theory under management operations.
Strengths
 It is based on the research that is deduced after ground experiments.
 It is a trustable approach which has been tested over decades.
 It tells about what leaders have to do and what not. It gives idea that leaders must be flexible.
Weaknesses
 It does showcase how leaders are developed through sub ordinate levels.
 It is hard to state that how conceptualisation of commitment is done (Liu and et. al.,
2015).
 It does not provides model that is based on the demographic characteristics.
System approach
Strengths
 It helps in understanding the process and reaching to final goals. It highlights on group identity.
Weaknesses
 It is difficult to access outcome from this approach.
 It incorporates irrational decision making process.
 Needs of smaller task is hard to be identified.
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TASK 3
P4. Key approaches to operations management and role of leaders and managers
Operational management is necessary for achieving organisational objectives in limited
time frame. This helps in achieving goals at cheaper cost by making proper utilisation of
resources. Operations like flow of information and raw material for various activities must be
proper so that finished goods are of top quality and according to the demand of the market
(Pinkerton, 2011). Production, sales, marketing needs to be managed properly.
There are various functions of a manager that depends on the department which he or she
is in-charge of. Some of them are as follows:
 Selection of appropriate resources: It is important for Marks and Spencer to select
resources as per requirement and managers must ensure its appropriateness in that
particular situation. It must be suitable for what final product has to be made.
 Appropriate Processing mechanism: In order to have high quality products and
services it is important to select proper processing mechanism that includes machines,
skilled labourers to operate them. It helps to add value to product.
 Standard operating procedures: In processing stages SOP needs to be followed. This
helps to make high quality products.
 Use quality checks: Managers have to ensure that quality of product is as per the market
demand. It can be assured by using quality check measures such as applying TQM.
Role of manager and leader in this context is as follows:
 Human resource management: One of the basic and most essential resource within an
organisation is its human resource and it is manager’s role to manage this. It includes
selection, recruitment and positioning employees as per requirement.
 Decision making: It is role of manager to make decision. It needs to be made as per need
of the workplace. It depends on the long and short term goals of an organisation. It is not
a single day process rather it is a continuous activity (Salvendy, 2012). Mark and Spencer
follows flat structure which involves other employees also to be a part of decision making
process.
 Capacity management: It is procedure to manage overall capacity of firm's resources. It
targets to balance demand and capacity in a cost effective manner.
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 Process design: It is done in a manner to process things so as to achieve organisational
objectives. It is done to understand the appropriateness of the process which is done after
having broad look at whole organisation.
 Transforming raw materials in to goods: It is role of manger and leader to inculcate
steps so that raw materials can be effectively transformed into desired goods.
 Control and distribution systems: It is role of leader and mangers in operational
management to set up system to control mechanisms as well as set up distribution sytem
in order to maintain demand and supply chain.
 Management of cost: It is role of manager as well as leader to check the costing that is
done on purchasing resources, delivering final goods and cost involved in processing
them. All needs to be reduced in order to achieve high profits which is essential in
competitive environment.
 Asset management: Mark and Spencer has lot of assets and all needs to be managed
well, so that company can gain higher profits. Various assets like infrastructure and other
facilities in the stores needs to be managed properly and on regular basis.
Theories of operation management includes:
 Lean production: It is a way that is systematic in nature. It focus towards minimising
waste that is produced in manufacturing systems. It does not says to compromise with
productivity in process of minimizing waste. Waste produced due to unevenness and
overburden in work load is also taken into consideration (Expósito and et. al., 2016). It
takes things that adds value by limiting all those things that does not adds value. It
considers that value is that process or action for which customer pays.
 Six sigma: It is a set of tools or techniques that is used for process enhancement. It aims
to improve quality of output of the procedures by identifying and removing reasons of
defects and minimizing flexibility in production as well as processes. It uses statical and
empirical methods as well as quality management methods in a defined sequence of steps
under the guidance of experts of these methods.
 Queuing theory: It is mathematical study of waiting in lines. It is the branch of
operations research since results often are used while formulating business decisions
about resources required to provide services. Since the number of arrivals always differs
so facility of business must be available at these times.
10

Several approaches to operational management:
 Total quality management: It is the quality assessment that includes every aspect of
product or services. It focuses on organising and planning things that are important for
process of improvement. It helps organisation in becoming best in the areas of its
operations. It also considers that poor quality leads to money and reputation lose which
ultimately reduction in market share.
 Just in time: It is inventory strategy that is employed by organisation so as to increase
the efficiency and decreasing wastes by receiving only required raw materials for the
process of production which helps to reduce the cost of inventory. It also focuses that
producers must emphasize on forecasting demand accurately.
 Improvement on continuous basis: It is essential for the company to make continuous
improvement in its operating procedures. It is continuous process not a single day
operations. It is also known as kaizen theory.
P5. Importance and value of operational management in achieving business objectives
Operational management is necessary so as to achieve tasks in the limited amount of
resources that too on a set time frame. It involves designing, operating and advancement of
services and products. Cited company has many set of operations that are conducted so as to
develop products as per market requirement. In order to achieve this management of these
operations is necessary (White, 2016). This company deals with products that needs to be
evaluated from time to time as they need up gradation on timely basis. Designing of the products
must be on the basis of feedbacks received from customers which helps to achieve desired
objectives. Operational management helps in acquiring raw material as per final product quality.
Another value that is added by operational management is that it helps company in delivering
quality products as in appropriate products can lead to reputation and monetary lose for the
organisation (Pinson, 2013). It enhances quality to the products as it excludes procedures that
does not add value to it. Waste management in effective manner helps company in adding value
and reducing cost of production.
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M3. Role of leader and manager in improving efficiency of operational management.
Improving efficiency of the working mechanism is a role manager and leader and their
role can be understood by following points.
 Managing works: It is manager’s role to place right people at right places and that too
according to the requirements as and when required.
 Constructing efficient ideas: It is role of managers to incorporate the best possible ideas
that helps in target achievement. It helps in producing quality products and services.
 Managing talent: It is role of manager to hire people as per company's requirement.
Hiring and training worker so as to increase their professional skills which ultimately
leads in fulfilling requirements of job.
D2. Critical evaluation of operational management and factors affecting wider business
environment
Applications of operational management are as follows:
 It helps to utilise available resources smartly.
12
(Source: Overlapping functions of management, 2017)

 It helps in increasing the quality of finished product.
 It helps in proper achievement of task.
Factors that impact on wider organisational environment:
 Political: Rules, regulation and policies made by government authorities effect the
functioning of organisation and needs to make decisions accordingly (Tsakiris and et. al.,
2013).
 Economical: Economy's health decides the growth of company. Healthier economy
results in increased growth rate.
 Social: Society has changed and so is its requirements hence company needs to develop
products accordingly.
 Technological: Use of advanced technology has become essential for business activities.
 Legal: Several legalities are involved in performing business operations which forces
company to operate in a defined framework (Fares and Webber, 2014).
 Environmental: Waste management has become important factor that is shaping the
other operations of the organisation.
TASK 4
P6. Factors that impact upon operational management and decision making.
There are numerous factors that affect operational management. Few of them are as
follows:
 Corporate social management: Every organisation has to incorporate plans that is
according to its responsibility in society. Organisations could not develop management
strategies without considering this factor.
 Business ethics: Moral principles are important for any business firms. Any management
has to make process that does not violates business ethics (The Influence of Decision
Making in Organizational Leadership and Management Activities, 2017). It is relevant
for conduct of employee and entire company.
 Stakeholders: Operational management is based on the fact that any business operations
must be made citing the profit of stakeholders. Management must assign the duty to each
and every stakeholder.
13

 Culture and value: Operational management is also impacted by the culture that is
prevailing in the country. Every company has their own set of values that needs to be
taken into consideration while managing various activities.
 Sustainability: One of the major factor that has impact on operational management. Any
decision about it is made citing the sustainability of company in future after any
management strategy has been applied.
Factors that affect decision making process:
 Return on investment: ROI is important factor citing which any decision must be made.
It is essential to investigate the profit that will be made through particular investment.
 Availability of resources: Any decision needs to be made according to resource limit of
an organisation. Resources plays important role in designing decisions (Guerriero and
Guido, 2011).
 Brand name: Company must make decisions as per brand value and name it has in the
marketplace. Companies like Marks and Spencer needs to make decisions according to its
reputed brand name.
There is very strong relationship in between stake holders and there expectations. It helps
in encouraging, developing and sustaining entrepreneurship and intrapreneurship among
stakeholders. Which is beneficial for the individuals on the long run.
M4. Way in which different factors affect the business environment and wider community
There are several factors that affect the functionality of business environment. Factors
such as ROI, corporate social responsibility, brand name, resource availability plays decisive role
in determining profit of an organisation. Stakeholder plays important role in designing business
environment and decisions must be made checking all these factors. Business ethics shapes the
operational management procedures.
CONCLUSION
Operational management is important for companies in various ways. Companies like
Marks and Spencer needs to be manage its wide variety of operations. For increasing
productivity of the organisations role of leader and manager becomes important. There are
various concept, theories and approaches that provides the picture of how leaders need to act in
14

different situations. Various factors like ROI, stake holder's profit, resource availability plays
important role in shaping operational management as well as decision making process.
15

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Online
The Influence of Decision Making in Organizational Leadership and Management Activities.
2017. [Online] Available through: <https://www.omicsonline.org/open-access/the-
influence-of-decision-making-in-organizational-leadership-and-management-activities-
2169-026X-1000138.php?aid=54660>. [Accessed on 5th September 2017].
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