HND Business - Management and Operations: Leadership and Roles Report

This report provides a comprehensive analysis of leadership and management practices within Marks and Spencer (M&S), a multinational retail company. The report begins by defining and comparing the distinct roles and characteristics of leaders and managers within M&S, highlighting the differences in their focus, decision-making processes, and risk management approaches. It then examines how leadership and management functions are applied in various situational contexts within the company, addressing issues such as employee coordination, conflict resolution, and workplace environment. The report further explores different leadership theories and models, including situational leadership, system leadership, and contingency theory, and their application within M&S. Key approaches to leadership management, such as the traits approach, functional approach, and behavioral approach are also discussed. Finally, the report addresses the importance of operations management in achieving organizational objectives and factors affecting the business environment, providing a holistic view of leadership and management within the context of M&S.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................................1
TASK 1 .........................................................................................................................................................2
P1 Define and compare the different roles and characteristics of a leader and manager for M&S...2
P2 Examine how role of a leader and the function is applied in different situation of M&S.............3
P3 Different theories and models in M&S.........................................................................................4
Task 2...........................................................................................................................................................5
P4 Key approaches to Leadership Management...............................................................................5
P5 Importance of Operations Management in achieving Objectives.................................................7
P6 Factors Affecting Business Environment.......................................................................................7
CONCLUSION...............................................................................................................................................9
References...................................................................................................................................................9

INTRODUCTION
Operational management is considered to be the most important and basic tasks under any
organisation as well as company and it efficiently helps down in achieving targets which is
considered to be an important function for it. It also adopted various strategies and approaches
which helps the organization to achieve its objectives.. This report focuses on the organization
namely Mark And Spencer which us UK Multinational Company and its headquarter located in
Westminster. This M&S formed and established its operations on the year 1884 and today,it is a
big brand and has expanded its stores all over the world. This report also focuses on the qualities
and attributes of the leader and there different aspects and approaches regarding working.
The ,different theories and concepts which applied under this organization which focuses on its
efficiently functioning. On the other side,it also focusing on certain factors related to business
environment regarding its negative impact and provide different solutions to resolve such
issue,so Lastly, the report emphasizes the functions,merits and value so collectively, they can
achieve and attain the business targets and fulfillment its goals.
TASK 1
P1 Define and compare the different roles and characteristics of a leader and manager for M&S
Marks and Spenser is considered as one of most key play in the retail sector. Company is well
focused towards continuous development in its operations. In this respect the business entity is
focused towards effective understanding of roles and responsibilities so that long term
opportunities can be attained. It has been noticed that both managers and leaders plays a critical
role in development of activities. The principal and manager role is different i.e.,principal role is
to groom and to provide knowledge to the employees regarding there work in the organisation,as
well as manager role is take care regarding the work,to manage and to controlled such work
which goes under the organisation. In addition to this, it can be said that by having a team
developments the operations within M&S are taken into account. It increases the significance of
leaders because they manage members and allocate responsibilities as per need of workplace. On
the other side, the managers focuses on the accomplishment of goals and objectives by having
continuous improvement in policies and frameworks. Every leader has different characteristics as
per work belief which helps in improving performance.

BASIS LEADER MANAGER
Definition In M&S leaders are focused
towards guiding individuals so
that better performance can be
taken measured. Leader is a
person who lead to whole
business, organisation, etc. to
control the systematic
functions and operations in the
business unit.
Managers focuses on the
coordination with leaders so
that overall work structure can
have consistent performance.
He is accountable for overall
work activities within
organisation.
Focus Key motive is to have
accomplishment of goals and
objectives. Also consider team
members needs so that better
guidance and support can be
provided to members.
Managers focuses on activities
that enhances the level of
coordination at the workplace.
By having a continuous
development of measures the
motive to improve performance
is being taken into account.
Decision making process Leaders generally take
decisions on the basis of
performance of team
members. Engagement of
members is dependent over
leader perception. The process
which adopted by the leader is
long termed strategy to go for
the more relevant results and
outcomes.
In M&S the managers
considers the performance of
overall team before taking
decision so that long term
sustainability can be well
maintained. In the manager
consideration, decision making
process consider as the same
tools and techniques in the
enterprise.
Power In addition to this, it can be
said that the power
employment is dependent over
guidance provided by
Under, this the power possess
in the hands of manager only
by mistake that happen because
due to there position they

managers. It means the
decisions must be taken with
the consult of manager.
receive such powers and by
using that they coordinate and
control the activity which goes
under the M&S organisation.
Risk Leaders must focus on the risk
taking activities so that long
term opportunities can be
attained. By having an
effective consideration of risk
management the issues can be
resolved.
In regard to have risk the M&S
managers has to improve the
rules and regulations so that
better safety measures can be
promoted. Also in respect to
risk taking activities the
corrective aspects can be taken
into account.
P2 Examine how role of a leader and the function of manager is applied in different situation of
M&S
In order to have better sustainability within business activities the manager of M&S has to
ensure that diverse kinds of functions are being taken into account. It is necessary for leader to
have appropriate communication with members so that information can be shared in desired
manner. Issues need to be resolved and handled with an application of collective measures. In
addition to this, it can be said that positive thinking also assist in improving the overall
performance. There are number of conflict situations that a leader faces such as coordination
among employees. It might be possible that team members in not having appropriate
coordination which will affect the overall outcome. In addition to this, it can be said that leader
must ensure that communication process is being improved by employing engagement activities.
It will also lead the performance to impressive level of success. Accordingly,the importance of
principal is also plays a crucial role because he is the only person who held liable for resolving
the disputes and related matters between employers and employee efficiently and effectively and
he is the only person to identified such matters while providing proper solutions regarding to it.
It is also necessary for leader to have application of diverse activities that allows to
improve the motivation among members. By having an effective consideration of such aspects
the morale can be advanced which will assist in improving productivity. In order to deal with

employee dissatisfaction situation the leader also need to improve the work place environment.
By having an appropriate consideration of policies and frameworks the facilities provided to
employees can be advanced. It also allow members to feel motivated which is beneficial to
reduce the dissatisfaction among team. It will also improve the quality of work and assist in
make sure that goals and objectives are being accomplished properly. For dealing with work
quality issues the leader has focus on monitoring of activities. By having an improved focus on
monitoring the overall performance can be evaluated effectively. TQM and other quality tools
can also be used by the leader in order make sure that better services are being offered.
Consideration of leadership style is also considered as activity which assist in meeting goals.
Coordination with manager and employees need to be well maintained because it helps in ensure
that employee’s needs are accomplished with improving organisational performance. The one
more role of principal is to to adopt down the proper leadership style and it is according to the
situation that exists. This, also provide support to the individuals who perform the work and
carried out the tasks efficiently . It means the consideration of leadership style is also significant
in order to meet the sustainability. Application of tools and theories is beneficial in order to
advance the overall performance and conflict resolution situation. Making understand the
employees about their responsibilities is also a key role of leader which also impacts the overall
development. By having reference of valuation activities such issues can be resolved properly.
P3 Different theories and models in M&S
The theories and model will help the organisation to make their employees more
effective and productive. Also to operated the organisational function in systematic manner this
model play important role in organisation. As the participants increasing in the retail sector,the
competitions become tougher and it is important to take down such theories while carrying out
operations,so it guides the employees regarding to it.
• Situational leadership: This leadership tells about the works that perform according to
the current situation that exists under the organisation. Under M&S organisation the
circumstances which evolved is different and pricipal have to adopt those and should
perform work according to it. Under,this situation the work is been assigned and
distributed among team members. In this organisation case,the target has to be performed
and to be achieved early as compared to the principal,so the involvement of team member

s is not there during decision making because it affect and bring changes under
Situational Leadership. Any time is left after this,the principal focuses on the
suggestions,ideas,change in concept, Furthermore improvement. The advantage,includes
that as leaders are become mature they adopt themselves and consider themselves in the
situation and will overcome out of that.
• System leadership: The theories of system leadership will help the organisation to make
the employees work more systematic and innovative way. The responsibility of the
leaders will set specific goals. The planning will be systematic way under which the
person takes all the culture and social aspects at the same time. Under,this organisation
case it is crucial because both cultural and social aspects leaves the great variety of
impacts on the firm regarding its functions and operations. The leadership have to take
responsibility if any individual facing any difficulties during any task.
• Contingency theory: if any situation arises in front of mangement then the contigency
theory will help to survive in the difficultly situations. As,the cases are diverse,the answer
related to such problems are also diiferent. Accordingly,the decisions based on the
internal as well as external factors which creates under the management. So,in such case
,the choices,tastes,favours and preferences of the consumers are not similar.So,due to this
situation the principles as well as the managers have to bring changes under this process
so they can produced and to make regarding the customers desires and wants. This type
of leadership will bring the business environment more effective.
Task 2
P4 Key approaches to Leadership Management
In each and every organisation the leader will play the major role to achieve the
organisational objectives. Organisation will focus on the long term goals which are important to
survive in the market. Leadership is natural in an human being thus it is said that leadership
cannot be reached to anyone it is an individual's asset. There are several approaches a leader
follows to lead the organization. The various key approaches of the leadership management will
bring changes in the organisation.
• Traits Approach: The trait approach describe the characteristic of a leader in which they
have different skills which will help to the organisation operation work in more

advancement. Their attitude towards a given situation differs from that of a normal
person because a normal individual will view any situation like touch and go type and a
leader will try to make necessary decisions from that situation or judgements can be made
by a Leader.
• Functional Approach: In this approach function of the different groups will be
considered. It is also know as the group approach in which the group will perform
different roles and responsibility. A leader performs different set of functions which
includes management, accountability, workforce evaluation, making the workforce work
and keeps them motivating always. Functional approach here lay emphasis on how
leaders affect the behaviour of people and how a leader is affected by those individuals.
• Behavioural Approach: This approach describe the behavioural part of the leader in
which they are different from each other. Some leaders are aggressive in their approach
and some leaders have formal behaviour. Leader already have the set of mind for the
different task in which they applied their experiences to complete particular task from the
team. Behaviour of the leader will help to boost the performance of the team. Some of the
factors which drives the behaviour such as psychological factors, Cultural factors and
Environmental factors.
• Action-Centred Approach: In the action centred approach leaders two more action to
This type of leaders are highly concerned about the solutions to the problems and till they
fix the problem they don't sit quietly. Here leaders are more proactive than reactive.
• Total quality management: The analyses been made that if the customer gets according
to his desire,if he is happy with the companies product ,he will bring furthermore,ten
more users by doing its promotion. It,also noted that if customer desires not met,his
expectations not fulfilled regarding purchasing,if he is unhappy then in such case the user
also affect the organisation by by doing wrongdoing things and spreading bad reputation
regarding that companies product which affect the company and its sales and that also
spoils their existing and capable users. The business need to give more that so they get
loyalty from there customers in return. The quality of the product can be known in form
of assurity,marketability,relevancy,attractiveness and usage.

P5 Importance of Operations Management in achieving Objectives.
To achieve the organisational objective the important role play the operation management
in which they try to focus on the important task of the organisation which namely long term and
short term objectives. Where,long term signifies the mission and short term signifies the vision
that how much the company would go long. Together,known as mission and vision statement
that company can achieved through that objectives. As,this organisation also have the same
needs to achieve such goals and to achieve such stage the company would be accurate enough
so that every task and every work can be completed on time so that it directly helps down the
M&S organisation to achieved there goals. It,can only be possible because of right undertaking
and right assessment of the company's operation.
Operational management work is to managed down the world and to maintain it and
perform such work at broader level and lower level. Functions, of this organisation should be
performed and undertaken activities in such a way that the principal as well the leaders can
achieve their targets and fulfil there objectives. If,functions which carried out and undertaken in
a right manner then it directly gives and leaves the positive impact on the working which goes
under the organisation effectively. This,organisation have to conduct their operations based on
distribution channels and thus,they have to take the decision related to the
operational,tactical,strategical level,so they can performed there work correct and achieve their
objectives related to the distribution and that directly helps them in achieving goals.
Sometime,leadership to perform the task which can bring the conflict situations. The operation
management try resolve the problem regrading the inventory and the raw materiel for the
production purpose. They try coordinate with all the department of the organisation as they need
make changes in the operation management. Thus,principal and managers role is important to
conduct down the operations under the venture and keep themselves updated regarding particular
activities which leaves the huge impact on company”s profitability. M&S activities includes the
production activities ,sales related activities,promotional activities,finance and HR
activities,selling and distribution related activity and decision making activities. Thus, these all
activities are to carried out in capable and right manner so that it ensures that work is carried out
in a right manner and as per standards that set in the organisation.

P6 Factors Affecting Business Environment
To every organisation factor affect to the business environment in a different ways and
ways and the role of principal and managers is to formed a strategy in such a way that so that it
can reduce the negative and harmful effects on the working environment . Some are the major
factor affect the business environment such as:
Economic Factors: Economical factors deal with the factors such as price factors,political
stability,interest rates,inflation,deflation,currency rates,exchange rates etc. It is considered to be
the most important one because it directly connected with the economy of the country which
affected the economy either directly or indirectly,positively or negatively to such organisation
namely M&S. leaders and manager should take GDP into there account and considered it which
going according to the current situation along with the inflation rate that are taking place in order
and prepared strategy according to the given situation,which is favourable and desirable
according to the companies point of view.
Social Factors: the social factors deal with the society roles in which the business environment
have the major role in context of the organisation. Users are crucial and important factors for the
company and thus both the principal an manager should ensure that the production should be
done as per according the desires of the people so,that helps M&S organisation to build the
reputation and goodwill and also generating profits.. Thus, factors are change in
taste,favour,fashion,preferences and ability to purchase that depend on their earning capacity,etc.
Users have there own point of view,approaches towards the product and so due to change to
shifting in consumption patterns,it affects the company as well. So, due to this the principal and
managers of such company has to bring changes in order so the capable customers get there
product according to there needs.
Political Factors: The changes made by the government can can influence business
environment. This company,should satisfy themselves that the products and services which are
going to be delivered to the customers should not contains any negative impacts as well as
should not be dangerous to the society.. So,clear politicians ,procedures strategies are formed
under this situation by the leaders,so that operations are conducted in an efficient manner.

Technological Factors: change in the technologies also affect the business environment as the
organisation will make a move towards the new technology and introduced its operations,so that
competition can be given under the market to the competitors which are prevailing. In order to
take the competitive advantage,M&S company introduced the latest technology and adopt it in
there working and carrying its operations.
Legal Factors: Legal factors considered the law that governed under business such as its
rules,regulations and ethics. It is essentially a factors that need to be complied by the companies
while carrying out activities related to the production process and delivering the services. This
organisation having principal and managers to take regarding the manufacturing of product
work and the process based on the business rules and set standards.
Environmental Factors: These factors is the combination of the above factors that been already
discussed under this.. It includes act of god factors such as natural
disasters,earthquakes,drought,floods,hazards ,recessions and so on.
CONCLUSION
It can conclude that the report tells about the two pillars of the organisation i.e.,principal
and managers and also describe there importance and roles in maintaining the operations and to
conduct the business as per the operations and set standards. There,performance is crucial from
the organisation point of view because survival of organisation is totally depend on their
performance. A principal is a person who takes the decision efficiently and play a crucial role to
accomplish the tasks and and manager is held liable for managing the operations and controlled
that and activity which carried out by them as per the set standards which framed under the
organisation. Furthermore,it also says that the operational management play a key role in
achieving the target and fulfils the objectives of M&S Ltd organisation. The six factors that
affects the organisation working are as economical,political,environmental,sociological,technical
factors and it also affects the decisions of principal and managers up to a great extent.

References
Books and Journals