M&S: Leadership, Operations Management, and Business Environment

This report provides a comprehensive analysis of leadership and operations management within Mark & Spencer (M&S), a British multinational retailer. It begins by comparing the roles and functions of leaders and managers, highlighting their distinct contributions to the organization. The report then explores how leadership and management are applied in different situations, such as product launches and conflict management, with specific examples from M&S. Various leadership theories, including situational, contingency, and system leadership, are discussed, along with their practical applications. Furthermore, the study examines different approaches to operations management and the roles leaders and managers play in this area, emphasizing the value and significance of efficient operations. Finally, the report assesses the impact of the business environment on operational management and decision-making at M&S, considering factors that affect the company's strategies and performance. This analysis demonstrates how effective leadership and management, combined with strategic operational practices, are crucial for M&S's success in a competitive global market. Desklib provides access to this and many other solved assignments.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Comparison of different roles and functions of manager and leader.....................................3
TASK 2............................................................................................................................................5
P2 Explain the role of leader and function of manager in different situations with example.....5
P3 Different theories of leadership.............................................................................................7
TASK 3............................................................................................................................................8
P4 Explain the various approaches of Operation Management and the role that leaders and
mangers play...............................................................................................................................8
P5 Value and significance of operations management.............................................................10
TASK 4..........................................................................................................................................11
P6 Assess the factors of business environment affecting the operational management and
decision-making of leaders and mangers. ................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
OPERATION MANAGEMENT earlier known as Production Management apparently
relate with the manufacturing process. It includes planning, organizing and surveillance actions
for improvising the productivity as well as profitability (Hitt, Xu and Carnes, 2016). This area
of administration deals with designing, controlling and re-engineering of business models in
producing goods and services. Also, ensures that these operations are efficient and effective in
terms of using less resources and meeting customer satisfaction within less lead time.
MARK AND SPENCER'S (M&S) is a British Company deals in variety of stylish and
trendy clothing, great food chains and homeware products serve to million of customer across
the globe. It offers contemporary & wearable style at great prices, quality food with full of
freshness also provides financial services under the name of M&S bank. It has more than 1400
stores in 57 countries with over 50 abroad websites portals.
Further, this report provides information regarding the role of leader and function of
manger in business operations with the help of describing various leadership style and operation
management approaches in context of M&S organisation. This study throw a light on how both
leader and manager leads its employees and manages functions in different situations. Also,
explain how various factors of external environment affecting business operations.
TASK 1
P1 Comparison of different roles and functions of manager and leader
MARKS AND SPENCER GROUP PLC generally known as M&S, is a British
Multinational Retailer Organisation originally placed in London. It has a specialization in
dealing high quality clothing, home products and eatable items as well. M&S is globally
established company which is famous for its innovative and standardise products.
Leader is the person who leads or commands a group of people in an organization. They
motivates and encourage group for the achievement of common goal (Thomé, Scavarda and
Scavarda, 2016). Act as an in charge of an entire team and has a significant control over the
teammates.
ROLE OF LEADER:
1. Provides Vision: Without any common goal, no participant or employee can able to
perform task on his or her single effort. They need to be directed towards the organisation

goal and specify them about vision of where the company is heading (Choi, Cheng and
Zhao, 2016). In context of M&S, the group leader will provide a clear picture of where
the organization wants to see itself in future and direct its followers to contribute their
efforts in such a way.
2. INSPIRE AND MOTIVATES: The main aim of leader is to encourage and bring out
the spark in the group members to perform enthusiastic. Group leader provides a proper
description regarding the task instead of just giving orders. M&S Leader motivates their
employees to maintain that passion and energy for setting and achieving higher standards.
Manager is the person who manages and perform the managerial functions for the
achievement of organisation goals and objective. They are the one who is answerable for
administering a group of employees.
FUNCTIONS OF MANAGER:
There are five prime functions done by manager namely Planning,Organizing,Staffing,Leading
and Controlling. Some of them are explained below:
1. PLANNING: This function determine the course of action that what is to be achieved
and how. It includes decision making process in which manger choose the best plan from
alternatives for maintaining effectiveness(Hoyos, Morales and Akhavan-Tabatabaei,
2015). M&S, HR manager will plan out strategy for managing the international hiring,
make arrangements for employee contracts according to the employment laws.
2. ORGANISING: This refers to the coordinating and integrating the activities and
resources of the company. It frame the patterns of organisation structure and specify the
position of employees with suitable work profile. In M&S, HR manger will coordinate
and manages the HR resources, conduct training assessment for new employees.
Comparison between Leader and Manager:
BASIS LEADER MANAGER
FOCUS They emphasize on inspiring and
motivating people.
They focus on coordinating and
integrating the activities of people.
AIM Main motive is growth and
development.
Aims for achievement of required
goal and objective.
RISK Leader is risk taker. Manager is risk avoider.

MANAGEMENT AND LEADERSHIP
 MANAGEMENT: It is all about deciding what needs to be done by employees for the
attainment of organizational goals. It focuses on specialization and ensure the right
people placed on right jobs. Also, covers the focal point of compliance, control and
maintain orderly results for efficient operations.
 LEADERSHIP: Here, leaders guides their team members that how things needs to be
done. It is a function of align people towards new direction and inspire them to take
initiatives. Leadership creates networks to accomplish any agenda or task and also
focuses on strategies that take calculated risks.
TASK 2
P2 Explain the role of leader and function of manager in different situations with example
Leader and Manager both has to work according to the different situation. As leader leads
and shape the organisation where as manager professionally manages the same to implement the
leader vision (Kato and et. al., 2015). It is essential for both leader and manger of M&S to act
according to distinct circumstances such can be understood by following situational example.
 Major product/service launch: M&S is a global enterprise and operates its various
business units across the world. It deals in variety of product lines and its operations can
be influence by various factors (Lee and Tang, 2018). Firm targets wide market of
customer and covers all age groups so it is important to introduce new product on basis of
demands. This create a situation for leader and manager to tackle the workforce and
administer the enterprise as whole.
Role of a leader: In this situation, group leader will help its followers to understand the whole
objective of launching a new product. They provide guidelines and motivates employees about
how to perform the task also they try to communicate and act as mentor in case of any issue face
by group.
Function of a manager: For launching new product, firstly manager will plan out the blueprint
and specify the activities of the product and also develops the production budgets and schedule.
Then organizes and coordinates the course of action including all framework and resources.
Lastly, compare the actual performance with established standards and direct their individual
efforts towards the common goal.

 Conflict Management: M&S is a large multinational company and has an employee
base of approx 78,597 (2019). Each worker or employee have there own perception of
thinking and belief which sometimes creates situation of conflict. It important for both
leader and manger to handle the negative and positive aspect of clash to enhance the
learning and group results (Walker, and et. al., 2015).
Role of Leader: In this situation, conflict arise because of different background and linguistic
problem between the group member. Leader will apply disturbance handling approach to solve
this issue and make use of various communication tool and ask for regular feedback also try
brings transparency in the group.
FUNCTIONS OF MANAGER: In such circumstance, manager will forecast the reason of
conflict which is linguistic issue between employee. After forecasting, they decide to provide
training of common language and prescribe communication channel with defined rules and
policies (Prashar 2015). Lastly, evaluate and review the management program.
Leadership styles
1. Delegating Style: This style used when leader delegates authority and power to its
follower and provides no or minimum supervision to them. This technique is low in both
direction as well as support system but it increases the competency level of employees.
2. Supporting style: In this style leader act as motivational speaker with main aim of
building confidence in the workers so that they become self-sufficient and productive. It
helps them to take initiative of participation in various activities. This approach is low in
direction with high support system but moderate level of competency in employees.
3. Coaching style: Leader use this style when employees weakness influence the their
productivity and they need training to improve knowledge and skills. This mode of
leadership is high in both direction as well as support system.
4. Directing style: This form of leadership states that leader act as an autocrat who just
give order and focus on the attainment of goals. This type of style do not entertains and
motivates employee initiatives. This is high in direction which reduce the competency
level of employee and low in support system.
P3 Different theories of leadership
Leadership: The ability of influencing others in a positive manner is called leadership. Unlike
dictators, leaders are respectable entities. A person become leader by its virtue not by power.

There are three leadership theories:-
Situational Leadership Theory: Situational leadership theory suggests that one
leadership style is not suitable in all situations. There is no best leadership style. Leader have to
change leadership style according to situation. This theory was developed by Paul Hersey and
Ken Blanchard therefore it is also called Hersey Blanchard leadership theory. Situational leaders
are adaptable to the conditions because it is a flexible approach (Chiarini and Vagnoni, 2015).
Advantages of situational leadership are that it create comfortable environment for the followers,
it is a very flexible approach, it increases the alertness of the leaders and followers.
Disadvantages of situational leadership are that it is not profitable in long as it focus on short
term needs.
Contingency Leadership Theory: Contingency leadership theory states that leadership
style of the leader should match the situation. Unlike situational leadership theory, in
contingency leadership theory leadership style is proactive in nature. This theory was developed
by Fred Edward Fiedler in the mid 20th century. There is some point of parity and point of
difference between situational and contingency leadership theory. Advantages of contingent
leadership are that it helps to evaluate the right employee for the company. It is a dynamic and
flexible approach. Disadvantage of this form of leadership is that it very tough to practically
implement contingency leadership theory because it a very complicated approach.
System Leadership Theory: It is a skill set and ability to alter the system. System
leadership is used to solve complicate issues which cannot be solved by direct methods (Reid
and Sanders, 2015). System leaders was developed by Dr. Ian Macdonald. System leadership is a
very difficult approach. System leadership helps in taking out the advantages of workers by
extracting their full potential.
Applications of Leadership theories:-
New Product/Service Launch: Contingency leadership should be applied when
launching a new product. Products are manufactured for satisfying consumer’s needs. It is
beneficial if leader adapt democratic leadership style during production phase of new product.
Leader must follow task oriented approach where their focus should be more on work rather than
relationship. Leader have to do consumer research before launching a product. Leader have to
identify whether Consumer's pocket allow to buy that product or not, their culture and belief is in
the favour of product or not. After thorough research of prospective consumers, leader should

execute test marketing phase of product. If consumer give good feedback than only leader should
launch the product (Gibson and Parkman, 2018). If reviews are bad that means product is not
competitive than leader can adapt transformational leadership in order achieve the benchmark
success before deadline.
Conflict Management: Situational leadership should be applied in case of conflict
management. Conflict is a critical issue. In this case leader have to become more relationship
oriented. Conflict should be resolved without hurting sentiments of any party. First of all leader
have to identify subject of conflict than the matter of conflict. Leader can adopt autocratic
approach if one party is seems to be truly right in their values. If matter of conflict is critical than
leader must adopt coaching leadership. Leader can follow democratic approach in conflict of
innovative and growth oriented ideas.
TASK 3
P4 Explain the various approaches of Operation Management and the role that leaders and
mangers play.
Operation Management refers to the area of planning and controlling the production
process of converting the raw material and information into finished g products and services. It
mainly focus on increasing the level of efficiency for maximization of profits and balancing
production costs with minimum wastage of resources (Sterman and et. al., 2015).
Major key Operations of M&S
 Production: M&S known for its high quality and innovative products and deals in
diversified product lines to satisfy the versatile demands of consumers. Here, production
unit will work on product design, features, how many unit should produce at a time with
less wastage of resources and cost.
 Supply chain network: For smooth availability of products and services in market,
organisations needs effective network of suppliers who act as a bridge between producer
and customer. M&S is a large global enterprise which serves stylish clothing and other
items with help of over 2000 suppliers internationally and approx 600 stores located in
UK which enables them to provide fresh and trendy products on perfect time.
 Inventory Management: Inventory play an essential role in operations as customers come
up with certain demands of particular products at a peculiar time for that every

organisation has to maintain required stock. M&S always preserve some stock in order to
supply or deliver the quantity when demand arises (Swink and et. al., 2017).
Different Approaches of Operation Management
1. Total Quality Management(TQM): It refers to the process of continuous improvement in
quality by addressing and reducing any lapse or flaw in production and try to enhance the
customer experience which is an ultimate goal for any organisation (Three Approaches to
Operations Management Implementations, 2019). In easy terms TQM stands for
Customer focus, Regular Enhancements and Total Involvement of Employees.
For sustain the quality level, M&S leader will play a role of motivator to inspire its members to
take initiative for drawing customer attention and treat them with respect and honour. While
manger will evaluate the product quality at various dimension like performance, durability,
response, serviceability to provide certain actions and measure in improving performance.
2. JUST IN TIME: This approach explains how to manage the inventory to avoid the
problem of excess and shortage of material or stock. It is a method used when goods are
ordered and received depends on need arises in production process. In case of M&S,
leader will consider the implementation process perform by fellow members to maintain
the efficiency level of inventory. Whereas, manager will formulate the plan and make use
of tools or methods (FIFO,LIFO) and ensure the reduction in cost of storage (Schwarz
Hall and Shibli 2015).
3. KAIZEN Approach: It is an Japanese term which explains the management philosophy
focus on the need of continuous improvement and process of re engineering (rethinking
and redesigning of business process model) in consideration of whole change. M&S
leader will help the group in identifying the waste and focus on eliminating the same
from the workplace also lead them towards experience working in lean environment.
While manger constantly maintain the purpose regarding improvement of production
with the motive of reaching the edge of competitiveness.
All of the above approaches are equally important for both the leader and manager in order to
lead and manage the workforce for the attainment of efficiency and effectiveness to remove
unnecessary disturbance in manufacturing process.

P5 Value and significance of operations management
Operations Management concerned with the management practices which are
implemented for the achievement of highest efficiency and effectiveness possible in working of
organisation which result in higher profit margin. It is a branch of management which focus on
how to earn maximum revenue with least possible cost. It also take into account that waste
should be minimum and raw material must be utilised efficiently so that there would be less
wastage of raw material. Operations management is multidisciplinary in nature. It has many
disciplines like Just in Time, Total Quality Management. Marks and Spencer may have their
Private Label products. Marks and Spencer can use Total Quality Management approach to
improve the quality of their product and services. Total Quality Management focus on
improvement of functions of all the department of an organisation to ensure that customer would
get best in class goods and services. Company must motivate their employees by means of
monetary or non-monetary reward to innovate new technology and process that helps to improve
quality of product (Slack 2018). TQM would aid in differentiating firm's products from rival
products that would create an edge over the competition. Distinguished products would assist
company in achieving brand loyal customer which would reduce consumer switch over cost. It is
the duty of senior management to devise such policies that would encourage employees to
deliver best product. Firm should continuously improve their production process and technology
in order to stay ahead from the competition. Continuous improvement is required to fill the gap
in process and to meet consumer expectations. Profit making objective should not be overlapped
the customer need satisfying objective. Implementation of Just in Time management approach
would help company in efficient and effective management of stock. Just in Time approach
ensure that there should be proper inventory management in an organisation. Just in time would
reduce the burden of storing excess stock. Just in Time approach focus on efficient management
of inventory (Matthias and et. al., 2017). There should be optimum utilisation of raw material.
Just in time assure smooth supply chain management. Raw material should be ordered before the
conversion of current raw material into final goods. This approach would also aid in reducing
wastage of resources. Company have to formulate proper inventory management strategy so that
there would be no wastage of resources. Inventory management should be performed in such a
manner that there would be neither excess of inventory that consume storage and leads to
wastage nor scarcity of raw material during production process. Lean management assure that

process that provides least return on investment is eliminated. The process of high cost and low
value should be identified and removes as soon as possible. This approach ensure streamline
functioning of the company. Operations Management is a vital element of any organisation.
Without operations management firm cannot succeed in competitive environment. It accelerate
the growth of firm and bring loyal customers who assist companies in achieving the position of
market leader. Hence it helps in achieving business objectives.
TASK 4
P6 Assess the factors of business environment affecting the operational management and
decision-making of leaders and mangers.
Business environment refers to the surroundings in which the business operates its
functions. It includes external forces which are highly dynamic in nature and frequently
influence the working of organisation. It is essential for both leader and manger to examine these
factors before conducting any decision-making process and consider the negative or positive
aspect of change (Qin, Nembhard and Barnes II, 2015). M&S is a global multinational company
and operates its business in approx 50 countries and it has to serve its products and services in
accordance with the particular environment. Main components which has to be consider by M&S
leader and managers for effortless operations in different nations are as follows:
1. Corporate Social Responsibility: It is a self regulating business plan that helps an
organisation to be accountable for its operations to itself, its shareholder and general
public. Every company has to contribute in a positive manner to improvise society and its
environment and for long survival. Mark and Spencer's is brand name which is
commonly known by everyone in UK as a part of CSR company five year eco plan to
enhance environmental performance and offer sustainable items. Also with help of
Oxfam firm recycled 1.8 million used clothing . In this leader and manager will consider
the current CSR plan and policies at the time of decision-making process to provide safe
and healthy social environment.
2. Culture and Values: This factor explains each individual has own norms and belief
which varies from nation to nation that influence the operations of organisation. M&S as
big corporation has its business units in different countries and have to perform its

function in such diverse culture. Leader and Manger both has to maintain a healthy
cultural environment in company to meet the employee and customer expectations.
3. Ethics and Sustainability: Ethics refers to the moral fundamentals which regulates an
individual personality and attitude whereas sustainability justify an ability to preserve
certain level of standards which helps in long term survival of business. M&S leader and
manager will make disciplined and rewarding atmosphere in workplace to appreciate
personalities which automatically intensify the level of productivity.
4. Stakeholder Expectation: These are people who invest in organisation and have a
certain control over the decisions in regulating the same firm. This factor affects the
operations as they want fruitful return for their invested funds and owners have
responsibility to fulfil the same. M&S leaders will maintain a trustworthy environment
within association whereas manager will maintain transparency to uphold firm's dignity
in eyes of shareholders and ensure them about investment projects.
CONCLUSION
From the above research analysis, it can be concluded that in operations or any other area
of management leaders and mangers both equally play a significant role. Leaders act as a
motivator, initiator and implementer with help of various leadership styles and theories depends
on different situations although manager performs variety of managerial functions in context
with distinct circumstances. They both adopt diverse operational management approaches to
direct organisation's work force and keep the business ready for the challenges arises from
external factors which make direct impact on functioning of the firm. Also in conflict
management, leader and manger have to settle the clashes between lower and top management
to sustain the cordial relationship and healthy working environment which helps in preserving
the brand name of organisation.
REFERENCES
Books and Journals

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Online
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