Report on Leadership and Operations Management at Marks and Spencer

This report examines leadership and operations management within Marks & Spencer (M&S). It begins by differentiating between leaders and managers, outlining their characteristics and roles, including interpersonal and informational functions, and how they manage conflict. The report then explores various leadership theories such as situational, system, contingency, trait, and chaos theories and their application within M&S. The second part of the report focuses on operations management, identifying key concepts like dynamic and system approaches, and total quality management. It also details the roles and responsibilities of managers and leaders in operational activities, emphasizing the significance of management in these activities and the elements that impact operational decisions. The report concludes by summarizing the key findings and implications for M&S.

Management & Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
INTRODUCTION...........................................................................................................................3
P1. Duties and features of leader and manager in M&S........................................................3
P2. Examination of the roles, functions leader and manager in conflict situation.................5
P3. Different contemporary management and leadership theories.........................................6
CONCLUSION................................................................................................................................7
TASK 2............................................................................................................................................7
INTRODUCTION...........................................................................................................................7
P4. Main concepts of operation management and identification of roles and responsibilities of
manager and leaders...............................................................................................................7
P5. Significance of management in operational activities.....................................................9
P6. Elements impacts on management of operations and determining of decisions............10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
It a process which arranges employees and business activities in a manner which can
increase the profitability of an organisation. Management operations is a part of the management
which emphasis on process of production to increase efficiency to deliver more satisfaction to it's
users (Ageron, Gunasekaran and Spalanzani, 2012). It has a large a significance to decrease the
cost of production with managing customer's expectations and needs in it. This present report is
based on the Marks and Spencer Ltd. and it is defining manager and leaders with their
characteristics which creates a difference in between them. Leadership theories e.g. situational,
system, contingency leadership style helps them to perform their job in different kind of
situations.
TASK 1
INTRODUCTION
Marks and Spencer is a multinational retailer company which deals in luxury clothings, home-
ware and food products, it has their own retail stores in each and every country in the world.
They are having tall management structure which help to them to manage their business
activities and divide the responsibilities in the different management levels. Different
management level provide a way to make proper communication.
P1. Duties and features of leader and manager in M&S
Leaders: They are ability to lead employees on the way of success, they are having leading and
controlling power on over all organisation (Alderton and Saieva, 2013).
Managers: A skilled person which is able to make their control on the human resource and
administrating on organisation.
Manager and leaders are having characteristics which are described under here:
Characteristics of managers: Most of the managers which are working in the Marks and
Spencer which helps to take charge for the next task which motivates to their subordinate also.
As well as they are having a proper knowledge about the hierarchy which helps them to make
proper control of their undertaken employees. Communication is an another quality which
manager in them to spread out their thoughts and views to increase the productivity of the
employees (Baldwin, Allen and Ridgway, 2010). In the Marks and Spencer managers are using

specific communication policy to analyse the problems of the employees and as well as to
instruct and guide them increase tehir work quality.
Characteristics of leaders:Focus is a the significant element for leaders to make business
policies, in the Marks and Spencer leaders are open minded to analyse the condition of the
organisation to make changes in their business policies (Barratt, Choi and Li, 2011). Innovative,
confidence and integration provides a strength to them to create better working policies and take
effective decisions according to the organisation needs.
Leaders and managers are having huge difference in between them on the basis of their
role and responsibilities which are given under here:
Managerial roles: According to the Mintezberg, managers are having ten different roles which
are divided in to these categories which are; Interpersonal: In the Marks and Spencer manager helps to their employees by providing
their instruction as a leader and they helps to create liaison in between the members. So
they are playing role of leader, figurehead and liaison in the organisation. Informational: Manager have to monitor their undertaken employees to manage and
control them, as well as they have to provide them guidance orally if they found mistakes
in their acts. So they are having role of monitor, disseminator and spokesperson in the
company.
Role of leaders: Some role are here of the leaders in the organisation:
Decision maker: Leaders are having the power to take decisions which are having impact on the
whole organisation to increase the effectiveness as per the needs of the Marks and Spencer.
Policy maker: Leaders are having power to make policy as per the objectives and vision of them,
in the Marks and Spencer leaders are having vision on their future objectives and they are
making changes in their policies as per the needs of their objective to increase their profitability
(Brandon and Mullan, 2013).
Managerial functions and leadership roles are having huge difference according to the
leadership theories and management concept which are used by the Marks and Spencer to be
successful in the market, these are described under here:
Management theories:
Human relations theory: It helps to the managers which are working in the company to identify
the needs of the employees which can increase the productivity of the employees.

Leadership Theories:
Trait Theory: It helps to the leaders to analyse the personalities of the employees by which
leaders can provide them objectives to achieve in the company.
P2. Examination of the roles, functions leader and manager in conflict situation
In any company the managerial and leaders roles vary from according to the situation of
an entity. In M&S the functions which are perform by manager and role of leaders keep going
change according to the present condition (Chevalier and et. al., 2015). But it is necessary to both
of them to perform each other duties so, it provides smoothness and flexibility in all the
operations which are taking place. In dynamic environment of M&S, managers and leaders have
to perform their duties perfectly which leads to give proper satisfaction to target consumers and
firm can attain maximum profit.
Team building: The leaders and managers have to maintain their teams or say that their
employees of an organisation. Both are playing a important role in mark & spencer to build team
and unit, so, they can perform effectively. Leaders have to provide some tools and techniques to
employees and managers have to monitor and helps them to use those methods in organising a
team.
Decision making: Leaders of mark and spencer have to take proper decision which are in
favour of organisation as well as to their employees. And managers have to perform quite
difficult task of sorting out all the issues which are faced by workers of cited firm. So, it leads to
provide smoothness in decision making process.
Communication: It helps in making success of any organisation appropriately. A proper
flow of communication keeps an organisation to avoid conflicts (Dekker, Bloemho and Mallidis,
2012). Leaders of mark and spencer have to provide proper and adequate information to their
subordinates and these subordinates(managers) have to flow this chain of communication
properly.
Several theories which are used by the leaders and managers of M&S in their
organisation. These theories have some strength and weakness according to condition:
Situational leadership
Strength: It made a positive effect over on employees because leaders and managers
change themselves according to their followers.

Weakness: This theory seeks a little confusion because no one can properly understand
that it is leader or manager because they change themselves according to situation.
System leadership
Strength: This theory is based on an organisational structure so, it helps in maintaining
proper relation between manager and employees.
Weakness: It is totally based on formal and informal policies, so, it made difficult to
understand all things properly (Ergun and et. al., 2010).
P3. Different contemporary management and leadership theories
There are many theories and approaches which is used by leaders and managers for
facing many situations and uncertainties in an organisation. It helps in doing all the activities
properly and correctly. Sometimes they are going to face many situations which are not
favourable to them. So, they adopt some of these theories which are written below:
Situational leadership:This theory implies that leaders and managers have to change
their style according to the situation of their followers or workers. Leader find out the
appropriate style in which he can get fit. In mark and spencer, one of the largest retail retail
outlet, their leaders and managers have to change their style in accordance to their workers,
which leads to motivate their employees to work with more willingness.
System leadership: This theory implies that type of leadership which is totally dependent
upon on organisational structure. Whole structural policies, guidelines, rules and norms are made
in accordance of firm. In M&S, leaders have to monitor all the things in an organisation which
helps them to attain objectives. The leaders have to manage all work in a systematic manner
which helps in increases organisational efficiency. This procedure helps them to achieve target
customers and in earning profit.
Contingency theory: This theory describes that there is no one best way of doing all the
things correctly like lead an organisation or to take decision. So, leaders have to use their own
skills and experience on those situation (Fuller and Martinec, 2011). Cited organisation leaders
apply their own skills and theories at the time of difficult situation when they have no possible
way of doing that task perfectly.
Trait theory: According to this theory leaders are born not made, some people are having
leadership skills from starting which makes them able to lead a group. So in Marks and Spencer,

HR managers has to use recruit those people at Team leader positions which are having
leadership skills in their attitude and behaviours.
Chaos Theory: It is related to management and according to this theory changes are
consistent thing which makes an organisation better. Controlled changes supports to higher
management which can help in the success of the organisation. In Marks and Spencer,
management has to identify changes and they have to make change accordingly in each and
every departments.
The leaders and managers of cited firm have to use their convenient methods when
needed. It helps them to achieve goals and objectives of an organisation. Along with all these
things they have to work in welfare of their employees also by using different theories which
helps them to not to face any problem (Jacobs, Chase and Chase, 2010). Managers have to
provide proper training so, they can satisfy their consumers.
CONCLUSION
The above concluded report is having focus on the manager and leaders characteristics which
creates an impact on Marks and Spencer. Leaders are having leading and controlling power to
generate productivity by their guidelines. Manager's have to convey their leaders and engage
their employees as per their guidance. They have to increase communication in between
employees and management to decrease the problematic issues which are reducing the
efficiencies of employees and business activities.
TASK 2
INTRODUCTION
Leadership is one of the important part of the management and its operations. In this
present report, it has been discussed about approaches and practices in regard to operations
management. Leaders and manages are responsible for the over all development of the company
and achieving its long term and short term goals.
P4. Main concepts of operation management and identification of roles and responsibilities of
manager and leaders
Dynamic approach: This approach helps the managers of cites entity to examine all the
operational management activities. This approach helps them provide the targeted as well as
result based solutions (Tummala and Schoenherr, 2011). It leads to take the leadership

challenges in public and private sector. It has four elements which are: knowledge, learning,
contingencies and problem solving. It promotes the workers to use the upgraded technology and
get fully aware about that so, it helps them to increase their efficiency and profit as well as
complete organisational goals and objectives.
System approach: This approach is commonly used to evaluate the market elements
which are going to affect the profitability of an organisation. Managers of M&S have to analyse
all those factors and have to use those methods and solutions with the help of those they can
survive in the market.
Total Quality Management: It is type of system which determines the high standards for
each and every employee in the company to consist better quality product and services.
Lean production: It is related to reduce and minimise the waste in the product process. It
can help to the Marks and Spencer to better use of their resources.
Just in time: This is an approach which can help to the employees to accomplish their
work in a particular time period.
Continuous development (KAIZEN): This is a Japanese approach which focus on the
regular development in the company which can help to provide better customer satisfaction.
Role of leaders in operational management: Leaders are the main part of any
organisation and it plays a important role at each and every level. The members and employees
of cited organisation integrate their personal objectives with organisational goals. The leaders
have to do more efforts with their employees so it helps them to coordinate with workers
properly. So, it helps in attaining the organisational goals (Krajewski, Ritzman and Malhotra,
2013). Leaders have to motivate their employees, hence, it helps in providing best product to the
end customer. Leaders are having abilities to determine quality standards and set deadlines for
them to accomplish their work. In TQM and Just in time they can able to to set deadlines which
motivates their employees to work at least a level of performance and attain a standard.
Role of manager in operational management:Managers have to combine all the activities
which are going on in the cited organisation. They have to use proper and appropriate managerial
skills and knowledge for effective working. They have to manage all the resources in an
organisation. It made easy for the higher authorities to find out appropriate cost. Managers are
having role of monitor that all work is going according to quality standards and set deadlines.
They are responsible to generate a qualitative work from employees working in the M&S.

Managers and leaders of M&S are responsible for improving the efficiency of all the
process which helps them in doing operational management. They have to use appropriate
method of doing all the task in an efficient manner. This helps in proper functioning on the daily
basis operations. They also manage quality of product which are deliver to the customer.
Managers and leaders have of M&S have to analyse the desire of consumers and produce only
those kind of products which are demanded by customer (Naphade and et. al., 2011). It helps in
the satisfaction of the consumer. Also, it helps in increasing the sales and this process leads to
attain the desired target of an organisation. Along with this it is also helpful increasing the profit.
P5. Significance of management in operational activities
Operational management is concerned with change of state and manufacturing of
physical goods. In the context of M&S, operation management is important for developing over
all strategies and policies which enable the company to achieve its goals and objectives.
Operation management is that term in which the company can enhance the operational efficiency
of the business organization. Also, it let the leaders and managers of the company to focus on the
over all development of the company. The importance of Operational management ios due to
following reasons:
 It helps in managing the work force of the company which enable the cited organization
to enhance its productivity which leads to economic growth and development.
 Also, it helps the management of the company and its employees to perform ccording to
the tasks which helps them receiving high wages as well as enhancement in company's
profit.
 Organizational management assists top level management of Marks and Spencer in
taking strategic decisions for the betterment of their company. It includes current
decisions which improvise efficient system to achieve competitive advantage (Slack,
Chambers and Johnston, 2010).
 Through impressive operations management, the cited company can take major decisions
in acquisition and merger etc.
 Tactical decisions are one of the other important reason for which operation management
is considered to be important. It enables the administration department of the company to
reschedule the available human as well as natural resources of their business firm to
organize strategical planning of the company.

 Organizational management also helps in managing the operational decisions of business
institution. For an example, operations management enables the managers of Marks and
Spencer helps in planning, organizing and controlling its functional decisions.
The company can also increase its productivity and profitability by carefully organizing the
effective task allotment among its employees so that they can work better for the company.
Operational efficiencies are necessary to implementation of the approaches and strategies of
operational effectiveness. It enables the managers and leaders to know and gain more effective
information and knowledge about the approaches of operational management.
P6. Elements impacts on management of operations and determining of decisions
There are many factors which helps the company to sustain in the competitive advantage
in the industry. Managers and leaders are responsible for taking many influential and effective
decisions that increases the productivity of business operations. An evaluation of impact of
external and internal environment can be understood in the following ways:
 CSR: For CSR activities to be implemented the cited company and its leaders and
managers adopt various techniques and manage the decisions accordingly.
 Business ethics: The company need to ensure with the business ethics in the
implementation of operational efficiency in the company.
In the context of Mark and Spencer, there are many components which affect the decision
making of managers and leaders:
Stake holders; Government: Government affects the decision making power of managers and leaders.
The company is engaged in the business of clothing and accessories (Subramanian and
Ramanathan, 2012). So, the managers are suppose to form decisions in accordance with
the policies and regulations as laid down by government of UK. Government of UK has
applied several rules regarding import and export of finished products up to a limited
extent. Also they have implied several tax implications, which has forced to make
strategies and take decisions accordingly. Customers: It is the most important stakeholder of the cited company. The manager and
leader of Marks and Spencer makes decision according to preferences and requirements
of their customers so that they can build a good image in front of their customers and
society. Also, it is the moral duty of the cited company to take care about the needs and

wants so that their customers can be satisfied (Talk, 2016). For an example, the
management of Mark and Spencer has to focus on the changing trends of women
clothing. Like, in today's world changes are happening in the jeans pattern. Rugged jeans
and jagging are now in fashion.
 Social factors: these are those factors which are related to the needs and wants of
society. The company is hereby focusing to aim to satisfy the wants so that the company
can be able to create a different image in the market area. Manager and leader of the
company forms decisions according to the culture and and needs of societal people so as
to maintain ethic in their operations.
There are several elements which affects on surroundings of the organisation and wider
community. The main function of managers and leaders are associated with to satisfy the
requirements and wants of customers so that they can accomplish their long term and short term
goals. There are many factors that affect the environment of business operations of Mark and
Spencer. The first one is customer (Tang and Musa, 201). Customers are one of the most
important stakeholders of the company. These are the persons for whom company produces its
goods and services. Managers and leaders have to frame decisions in accordance so that they can
positively impact the business organization of the company. On the other hand, society also
affects the business arena of cited company as company frames decisions that are ethical in
nature.
The process of operational administration helps an organisation to reap the target by
combining all the activities together. Further more it helps in offers the quality product to the
consumer which the needed. Managers have to use appropriate methods, tools and techniques
which are helpful in the achievement of targets and goals (Tayur, Ganeshan and Magazine,
2012). The managers are responsible for all managing and providing flexibility to the
organisation with motivation. It helps them to increase the productivity and proficiency. Cited
organisation have to identify all the purpose properly so, that they can improve their operational
activities in the respect of output.
CONCLUSION
From this above report it has been concluded that Management of operations is a
very crucial matter which should be considered properly by the leaders and managers of Marks
& Spencer. In this report the key approaches of management is provided which should be used

by managerial personnels for the achievement of their goals. Company should manage its
operations which leads to effective working environment and productive processes. The concepts
which are mentioned in this report which are related with various theories and approaches. It is
recommended to cited entity to follow these concepts and theories which will assist them in
process of decision making because better decisions leads to a successfully attain the sustainable
development and organisational growth.