Comparison of Leadership and Management Roles: M&S Case Study

This report delves into the multifaceted roles of leaders and managers within the context of Marks and Spencer (M&S), a prominent British multinational retailer. It commences with a comparative analysis of the distinct characteristics and responsibilities of leaders and managers, highlighting their individual approaches to achieving organizational objectives. The report then explores the practical application of these roles in diverse situational contexts, such as commercial, financial, and personnel management within M&S. Furthermore, it examines various leadership theories, including situational, system, and contingency leadership, and their relevance to effective management. The report also focuses on key approaches to operational management and the roles of leaders and managers in M&S's operational strategies, including the Six Sigma theory. Finally, it considers the impact of external factors within the business environment on operational management and decision-making processes, providing a comprehensive understanding of the interplay between leadership, management, and operational effectiveness in the retail sector.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Comparison of different role and characteristics of a leader and a manager.........................1
TASK 2............................................................................................................................................3
P2 Role of leaders and function of manager applied in different situational context.................3
P3 Different theories and models of approaches, including situational, system leadership and
contingency.................................................................................................................................4
TASK 3............................................................................................................................................6
P4 Key approaches to operation management and role of leaders and managers in Marks and
Spencer........................................................................................................................................6
P5 Importance and value of operations management for achieving business objectives............7
TASK 4............................................................................................................................................8
P6 Factors within business environment that have an impact on operational management and
decision making..........................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Management and Operations is considered as an administration that perform their work in
order to provide and create highest level of efficiency within a company. Thus, it is a process of
converting raw material into final goods so that commodity can gain maximum profits for an
organisation. M&S Ltd is a multinational retailer in Britain and specialises in selling clothes,
home appliances etc., Report will mainly focus on different role and functions of leaders and
managers respectively (Ageron, Gunasekaran and Spalanzani, 2012). Along with this,
application of role of leaders and function of managers in different situational context will be
explained in this report. Lastly, demonstration is done for understanding the relationship between
leaders and management in context with business environment is included.
TASK 1
P1 Comparison of different role and characteristics of a leader and a manager
Marks and Spencer is a retail company that deals in clothing, household etc. Company
was established in the year 1884 and currently around 84,939 number of employees are working
in order to provide maximum benefits to company. M&S is using Flat Organisational Structure
of management which is further explained below:
Flat Organisational Structure of Management: There are different kinds of
management structures but it depends upon the nature of business operations of companies.
Marks and Spencer has focused on flat organisational structure of management under which firm
doesn't follow any levels of management between superiors and staff members. Firm is using flat
structure because the process of decision making doesn't go through executives instead it occurs
at staff level. Although flat structure decreases bureaucracy and provide chance to authority in
making decision by themselves but these people have to report to departmental heads. The
biggest advantage of opting flat structure of management is that it lowers down the operational
cost and along with this, it improves communication between employees which is enabling them
in maintaining mutual understanding (Benjaafar and Daskin, 2013).
Managers: They are considered as an individual who are in charge for a group or subset
of an organisation. Managers' prime role is to is to make objectives and ensures whether aims are
achieved or not.
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Leaders: Leaders are classified as a person who lead the team from the front and guide
employees for performing their task in an effective manners so that goals and objectives are
achieved right on time.
Basis Leaders Managers
Approach Leaders' main approach is to
set directions so that
employees can follow them for
accomplishing their set goals
and objectives.
Managers' in this approach try
to set a planned details of to
whom task is to be given. As a
a result the final outcome is
according to the needs and
wants.
Vision Leaders develop their vision
and share that with employees
by having effective
communication so as to know
whether the activity will work
or not.
In context with Managers, they
ensure that a particular vision
is performed using necessary
resources.
Path For accomplishing a vision it
is required that a proper path is
chosen. So, leaders select
appropriate way and make sure
that staff members are
following it in a right manner.
here, managers basically
provide minimum expenditure
of resources so that goals are
achieved in quick time.
Purpose Leaders work with the purpose
of motivating employees while
enable workers in doing their
work in a better manner
(Childe, 2011).
Managers lookout for people's
perception so that company
can work selflessly.
Style They mainly prefer
transformational style for
completing their work. As this
Managers use transactional
style in order to focus on
supervision so that they can
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help leaders in identifying
changes that are need to be
done for creating a vision.
evaluate to whom they should
give reward and punishment.
Focus Leaders basically focus on
people.
Managers mainly focus on
process and people as well.
Therefore, in terms of Marks and Spencer they are playing their role and responsibility
according to different situations. Both are focussing on strategies through which company can
get maximum benefits and profits. Managers and Leaders are concentrating on vision that are
required for assisting goals and objectives.
TASK 2
P2 Role of leaders and function of manager applied in different situational context
In Marks and Spenser, people who work their plays a crucial role and are responsible for
providing maximum benefits to company. Further role of leaders and functions of managers are
given below:
Functions of managers in context with different situations are explained below:
Commercial manager (Selling and Merchandising): Their main work is of selling and
merchandising commodities that are manufactured by company itself. Manager tries to find out
ways through which goods can be sold in a faster mode. For example: if company is not getting
enough sales and profitability than head of the company will ask manager of this department for
the reason. Therefore, for doing this is an better manner managers can explain the roles and
responsibilities that are to be performed to staff members (Drake and Spinler, 2013).
Financial Manager (Influence profit): Managers in this; try to encourage employees in
order to work in such a manner that company gains maximum profits in given period of time.
Computer and security system is also undertaken in this so that financial data are not misused by
others. Further, to achieve profits managers do proper planning and executing them in a better
manner. For example: If company is facing problem with insufficient money than managers can
look out for different stakeholders so as to get appropriate funds.
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Personnel Manager (Staffing and Training): Their role is to hire eligible candidates and
to ensure whether staff members are highly motivated or not so that workers can use their talents
in a better manner. Commercial needs and responsibilities are managed by a personnel manager.
Therefore, with the statues of company these managers have to report to executive
management who are the top of pyramid and whatever decision are taken are further explained to
assistant managers.
Role of Leaders:
Leaders are identified and considered as an instrument for motivating and encouraging
employees for performing their task in an appropriate manner. They use effective
communication skills for interacting with workers.
Increase employees awareness: Leaders guide and motivates employees for performing
the work in a better manner. They look out for both external and internal factors before
incorporating any kind of process for completing the task (Gimenez, Sierra and Rodon, 2012).
For example: if employees are not aware of handling any task than leaders can start from a
scratch and guide workers in an appropriate manner and by this way leaders can handle situation
in a effective way.
Great motivators: Encouragement is very important for employees as it keeps them
boosted and motivated for doing any kind of work. Leaders uses various kinds of activities for
inspiring its employees.
P3 Different theories and models of approaches, including situational, system leadership and
contingency
According to current market scenario, there are different kind of management theories
that companies adopt for their effective business operations. All these theories provides better
results in achieving its goals and objectives and some of them are explained below:
System leadership: When company wants that all work are to be performed in a
systematic manner than superiors of firm uses system leadership (System leadership, 2018).
Hence, leaders of Marks and Spencer under this, try to bring all staff members under a single
umbrella so that all staff members can work with the same motive (Griffin, 2013). Different
kinds of communication tools and techniques are used for interacting with employees so that
proper message can be conveyed. Thus, it is prime role of managers to evaluate different
circumstances and apply strategies accordingly.
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Strengths: If the theory is applied and all the decisions are going from top to bottom level
of hierarchy without any interruption than it can be considered as a biggest strengths.
Weaknesses: Improper system of communication can lead to chaos and conflicts which
mislead to inappropriate functioning.
Situational leadership: This kind of leadership theory helps a company in making
strategies according to the situations. Thus, leaders and manager of Marks and Spencer must
consider all the aspects and situation that are present in market area so it will assist manager in
making effective decisions as per circumstances. Leader use different kinds of tools and
technologies for overcoming with different situations.
Strengths: In situational leadership there might be a possibility that they have to take
quick decision so getting speedy success this leadership can be used by leaders. Along with this,
it helps in maintaining mutual understanding between staff members.
Weaknesses: Quick decision instead of providing benefits can sometimes lead to harmful
effects in business operations.
Contingency leadership: This theory can work both in a positive and negative manner,
further it is basically used for improving performance of according to the situation. Henceforth,
Leaders and manager of Marks and Spencer are applying various kinds of training programmes
for improving the skills and knowledge of employees. For example: to train employees in
situations when work pressure is there at workplace (Kerzner, 2013).
Strengths: This kind of theory helps leaders in allocating role and responsibilities
according to the skills and knowledge they acquire.
Weaknesses: This restrict the minds of individual in using things in a creative manner
which makes the entire process of functioning boring.
Management theories:
Modern theory of management: In order to improve profit and growth this theory helps
company in doing so. As for achieving set goals and objectives firm can use latest machines and
technologies in order to accomplish the task in an appropriate manner. Thus, according to the
current market scenario, most of the companies are using modern theory of management so as to
run their business in a systematic way (Ham, Hitomi and Yoshida, 2012).
Classical theory of management: It is considered as the oldest form of management in
which company follows the old and orthodox process of doing any kind of work. In comparison
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to modern theory of management it this process is time consuming and it may be a possibility
that this theory doesn't give effective results or outcomes.
Therefore, it can be said that manager and leaders while performing their job implement
these theories according to situations. Hence, if it is applied in a better than success in business
can be seen.
According to Shuxin (2011), it can be critically analysed that all the above mentioned
theories are effective while operating business operations. It depends upon how firm use these
theories in different circumstances. There may be a possibility that for certain period of time
company wants to work in a systematic manner so that all needs and facilities are fulfilled.
Therefore, manager and leaders of Marks and Spencer plays a crucial role in every aspect
of company, leaders guide team and managers assign the roles and responsibilities according to
skills and responsibilities acquired by them (Kusluvan and et. al., 2010).
TASK 3
P4 Key approaches to operation management and role of leaders and managers in Marks and
Spencer
Operational management in every organisation is considered as an essential components
that helps leaders and mangers in performing their work by determining plan and strategies.
Thus, for gaining maximum benefits some of the theories that have been incorporated by Marks
and Spencer are explained below:
Six Sigma Theory: It is tool that firm use for making any kind of improvement so that
company can achieve set targets and goals in given period of time. Basically, this theory was
formulated by Bill Smith through which he had tried to explain about identifying and evaluating
all aspects and elements that are creating problem in performing work. It is further classified into
certain steps which help company in limiting process cycle time, procedure of manufacturing
goods and commodities, reducing effects of pollution etc., is considered in this. Thus, Marks and
Spencer has incorporated this for manufacturing goods according to the needs and wants of
consumers (Laudon and Laudon, 2016).
Just-in-time: This theory plays an important role in manufacturing goods in timely
manner, so, it is considered as an inventory system that allow raw material to be completed so
that it can be delivered to customers in speculated time frame. Therefore, this inventory strategy
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is used by company so as to improve efficiency. Along with this, it ensures that waste of
materials are minimised and these are used according to the requirement of production process.
For Marks and Spencer it is working an as aid in removing unnecessary procedure that are not
required. As a result it helps firm in producing goods right on time.
Lean Production: It is a systematic manufacturing process that is used for get rid of
waste within the production process. In simple words 'lean' means no excess, or minimum
wastage. Henceforth, Marks and Spencer is using these in eliminating products that are not
adding any value to the commodity and company's profit as well (Lewis and Brown, 2012).
Improvement on timely basis: In order to run business in an effective way it is crucial
that company goes according to the market situation that is present which will help them in
implementing strategies accordingly. Superiors of this Marks and Spencer are going through the
circumstances that is there at workplace as a result it is assisting managers in identifying
behaviour of individual towards company and work. This is gradually increasing performance
level of workers and firm as well.
Role of leader and mangers:
Planning: It is an important element or kind of a blueprint that are being made before
implementing strategies as it assist firm in working in a systematic manner. Thus, Marks and
Spencer while planning consider all the aspect that are present at market area so that firm can
change plans into reality.
Managing work: Managing work in companies like Marks and Spencer is is not easy as
there are different kinds of departments who do their work separately. Here, managers role is
important as they are the one who assign task with respect to departments and their work.
Whereas leaders further guide employees and staff members to work accordingly (Moutinho,
2011).
Proper coordination: For an effective work it is essential that a better understanding and
coordination is established. Managers and leaders can help company in doing so as providing a
better workplace and resolving issues and problems between individuals and group of people.
P5 Importance and value of operations management for achieving business objectives
Marks and Spencer is a renowned organisation that works in providing better goods and
services to its clients which are related to clothing, household products etc. Department of
operational management perform their activity of planning and designing things in such a
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manner so that modifications can be done if required in order to increase sales and revenues.
Further operational management optimise all resources that are necessary for manufacturing
goods and commodities according to current market scenario. In context with Marks and Spencer
they are majorly focussing on delivering quality goods and services. So, factors that are affecting
business operations are mentioned below:
Increase profitability: Most of the company work in order to gain maximum benefits so
that firm can s5ustain a better position at market area (Nagurney, Masoumi and Yu, 2012). In
context with Marks and Spencer, Leaders are guiding staff members which is enabling
employees in doing things in a right manner. In terms of managers, they are helping team by
providing tools and technologies that are required for completing the task. If both managers and
leaders don't perform their work in a better manner than its drawback can be faced by company.
Customer's Satisfaction: Marks and Spencer's prime work is to produce goods and
commodities for fulfilling customer's satisfaction so that firm can win loyalty of consumers for a
longer period of time. Further both manager and leaders are conducting surveys through online
and offline process in order to know behaviour of customers towards enterprise's products.
Maximum use of resources: Manufacturing goods in large number is not enough what is
crucial that whatever products are made are of best quality. Employees should also given training
about how to use resources so that workers can use them in an appropriate manner but yet
effective products are manufactured (Rosemann and vom Brocke, 2015). This will gradually help
company in using all the resources in limited order so that further these can be used in future
proceedings.
TASK 4
P6 Factors within business environment that have an impact on operational management and
decision making
With the increase in development and expansion process of business operations it is
important that company becomes more precise. Here, department of operational management
plays a crucial role in evaluating aspects that can hamper entire process of business operations
and this can be classified into external and internal factor which are explained below;
Internal factor: These are the factors that are present within the company which can affect
business operations in some or the other manner (Shuxin, 2011). Its affect can be seen on
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performance of employees, supply and demand of products. Therefore, its impact in context with
Marks and Spencer are explained below:
Human resource department: Manager and Leaders of Marks and Spencer are hiring
eligible candidates for their company and as a result it is providing growth in business
operations. Therefore, company needs to provide better training programmes to employees so
that workers can increase skills and knowledge. If employees are not provided effective training
than firm can face negative outcomes.
Organisational culture: An appropriate culture must be provided to customers in terms
of workplace so that employees can work in an effective manner. Marks and Spencer is giving
effective environment where employees are sharing mutual understanding as a result positive
environment is given.
External factor: This have a direct impact on business operations and functions although these
are beyond the control of company but its effect can be seen in firm's performance.
Corporate Social responsibility: CSR is a factor that can be linked with total quality
management which is enabling Marks and Spencer in improving customer value. As a result it is
used by most of the companies in maximising profit and revenues (Starr and Van Wassenhove,
2014).
Business Ethics: For running a business it is necessary that company follow certain
ethics and values that are necessary for doing job in a right manner. Marks an Spencer are using
effective communication tool so as to interact with stakeholders and avoiding unethical practices.
Trade Laws: This includes rules and regulations that are necessary for establishing their
firms nationally and internationally as well. It includes, negotiations that are essential for trading
purpose. Marks and Spencer is following all kinds of norms in order to establish business in a
better manner (Benjaafar, Li and Daskin, 2013).
CONCLUSION
From the above report it has been concluded that, operation management plays a crucial
role in providing necessity items for conducting work in a better manner. Their prime task is to
design and doing planning of strategies which can be incorporated in future proceedings. Further
for performing this activity managers and leaders in guiding and allocating employees wit their
roles and responsibilities in an effective manner. Henceforth, this assignment will researcher in
knowing importance of management and operations.
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