Leadership and Management Impact on Operations at Mark & Spencer

This report provides an overview of leadership and management roles in operations, focusing on Mark & Spencer. It compares the roles and characteristics of leaders and managers, discusses their functions in various situations, and explores different leadership theories and models. The report also examines approaches to operations management and the impact of leadership and management on decision-making within the organization. Key areas covered include decision making, training and development, risk-taking, conflict resolution, and time management. The analysis incorporates situational and contingency leadership theories, highlighting their application in a business context. The document concludes by emphasizing the importance of effective leadership and management in achieving operational efficiency and business objectives.

Management and Operation

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Compare different roles and characteristics of leader and manager.....................................1
TASK 2............................................................................................................................................4
P2. Role of leader and functions of a manager in different situations........................................4
P3. Different theories and models of approach...........................................................................5
TASK 3............................................................................................................................................6
P4. Approaches to operation management and roles of leader and manager..............................6
TASK 4............................................................................................................................................8
P6. Impact upon operational management and decision making by leaders and managers........8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Operation management plays a crucial role for every organisation. It is a significant part
of management which deals with designing, controlling and organising the production process of
product and services (Bahmani-Firouzi and Azizipanah-Abarghooee, 2014). The main aim of
this report is to provide vital information related to operations such as efficient utilisation of
resources as per customer requirement.
This project will help in to understand about operation management. It contains roles and
characteristics of manager and leader of Mark and Spencer company. It is a retailer in UK and
has around 1380 stores in the world. It has a wide range of their own brand food, clothing and
home products. It focus on managerial functions by using theories and concept. It also includes
description about different approaches and importance to operation management.
TASK 1
P1. Compare different roles and characteristics of leader and manager
In Mark and Spencer organisation leaders and manager plays a major role to accomplish
business objectives. This also sells women-wear, menswear, kids wear, beauty, home products
and many more. They assist in guiding and understand how to improve their current position
while performing their task (Bahn, 2013). The role and characteristics of leader and manger are
described in detailed as:
Leader
These are the people who guides and direct their followers in accomplishing objectives of
a business firm. They provide an appropriate information about desired vision to sub- ordinates
so that they will their efforts in correct direction to achieve required targets properly. Leaders are
responsible for making strategies and planning to achieve their objectives. This can be done
through motivation, innovation, setting up of teams to perform in well manner. It is require at
every stage of Mark and Spencer. They encourage and support their team members to attain their
objectives on target (DeAnnaand et. al., 2010) . The roles of leaders are defined as follows:
 Provide instruction and guidelines: Leaders assist in providing instruction, guidelines
and direction to their subordinates while performing their task. This will bring efficiency
in their work and accomplish objectives within the targets.
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 Influence the behaviour: Leaders possesses s quality to influence the behaviour of an
individual which help them to attain interest as well as work in effective manner. This
makes leader work simpler and easily and enhance the working conditions of an
individuals.
 Team building: The main purpose of leader is to engage people in their work. This can
be done through building up of teams which can co-relate employees work to establish
better working condition in a business organisation (Eyal and Haim, 2014) .
Characteristics of leaders
 Commitment towards target: Leaders provide commitment through which followers
can obtain specific targets of business enterprise. If set objectives is not meant then
company will not be able to get success in their field which can bring downfall in their
business. It helps to work in a proper manner that can provide direction by leaders to
achieve them.
 Confidence: It is an essential part of leader personality which boost other to follow the
policies and strategies. Leaders confidence help their followers to perform their task on
time with an effective manner (Hammill and Tanner, 2011).
Manager
Management is an art of doing work together more efficiently and effective manner. This
creates business which help an organisation to earn profits. These are the person who design and
manage work in a particular direction of pre-determined goals and objective of a business firm.
For a successful enterprise it is necessary to accomplishment of goals, while developing or using
relevant strategies to plan the work of staff for achieving business objectives. Manager distribute
their task in various level for obtaining desired objectives (Handschin and Petroianu, 2012). The
role of manager is discussed below as:
 Management of resources: Operation management plays leading role in managing both
raw material and personnel. This helps in accessing the needs, hiring employees and
planning for near future goals.
 Financial management: Manager helps in budgeting, controlling costs and keep tracking
the records of financial statement. The general purpose of manager is to keep eye on sales
reports, business forecasts which assist to attain business profits.
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 Job Distribution: Mangers plays a vital role at a time of recruitment. This helps them in
division of work of employees which can provide them better efficiency and
effectiveness which can improve the overall productivity of Mark and Spencer company
(Heizer and Barry, 2013) .
Characteristic of manager
 High level of patience: Manager has high degree to tolerate the things which are related
to the work efficiency. This helps to employees while performing their task on targets
which maximize the overall profit of a business firm.
 Power to reduce business danger: Manager has a power to reduce or minimize the risk
and danger by doing forecasting and plan for future needs. This helps in determining the
major uncertainty which are able to control by the managers of a business firm (Lind,
2013).
Difference between manger and leader are defined as:
Leader Manager
 They act as friend, philosopher and
guide their subordinates to work
properly.
 Leaders plays a vital role of
implementing those ideas while
performing them.
 Leaders focuses on people.
 They help in motivating their
employees to do there work in well
manner.
 Leaders have a power to communicate
and influence their worker as per the
terms of company.
 In this case, they build an effective plan
of action for required task and control
by taking corrective measures.
 Whereas, manager generate their own
ideas for betterment of a business firm.
 However, manager get focused on
things which they are using.
 Although, managers directs the work
to get done by their subordinates and
workers.
 In case of manager, they communicate
policies to leaders.
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TASK 2
P2. Role of leader and functions of a manager in different situations
Leaders and managers have two different personalities which try to resolve the issues and
problems in well manner by using their skills, knowledge and experience. As Mark and Spencer
has a wide range of products with various branches in different countries, through which deals in
various circumstances due to their tangled behaviour, it requires impressive part and function of
manager to resolution issues by manager consultant (López and et. al., 2015). Therefore, it is an
important part of individual and purpose of manger are as below:
 Decision making: Leaders and manager of an organisation plays a vital part while
making decisions. They both have power to reveal their thought at a time of decision
making. It is process that requisite exact content and collection for devising an effectual
opinion. This includes needed facts and illustration that are necessary by a business firm
for fast moving of an enterprise operation. This helps in to manage the issues and obtain
an effective conclusion through their decision to a manager consultant of Mark and
Spencer company (Mendis, Muttaqi and Perera, 2014). Manager has all the authorities to
take decisions for different situations whereas leader has a role to make appropriate
decision to provide accurate direction to employees.
 Training and development: This includes various action which are planned and control
by individual as well as coach consultant of Mark and Spencer company to develop their
skills, knowledge and experience of employees. Training and development helps in to
engage their employees in their own work. Also, this assist in performing in better
condition and enhancing their past performance. This helps them in achieving objectives
and attain their goals on time. In these functional practices, manager has a role to
monitoring requirement of training practices whereas leader play a important role in
conducting training and learning sessions for their employees.
 Risk taking: Since manager and leader are capable enough to protect own enterprise
peril in a proper way by resolution big problems and hindrance that can effect the
company finance. This is an important part to get over from worst situation that are
observed by Mark and Spencer (Moghaddam, Seifi and Niknam, 2012). Managers are
always taking risk while initiate new ideas and concept as a business objective. In order
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to accomplish these objectives, a leader always provide guidelines and direction to their
co-workers.
 Resolve issues: A major role of manager and leader is to get away from different
obstacles and hindrance while keeping flourishing and cordial relations with their co-
workers. The main aim of both these authorities is to measure and perceive problems
which are getting faced by a business firm. Therefore, it is necessary to resolve issues and
problems related to a business firm. These are the required skill in a manager and leader
that they have implement in their working practices. Manger and leaders are always
works to resolving issues and conflicts of employees.
 Management of time: Managers and leaders focuses on to manage duration of a business
enterprise by assigning all tasks and activities in a proper manner to accomplish their
goals on targets. This assist their employees to work on time and also, manages their
work (Mohammadi and et. al., 2013). Manager implements some time bound regulations
for their employees to accomplish objectives in proper duration. For the better
applications of these practices, leader monitors activities of employees to manage time
properly.
 Conflict resolution: In every organization there is enough amount of worker and
individual, therefore conflict may develops link with them that affect the situation of a
organization as well as asset in marketplace.
Hence, manager and leaders of Mark and Spencer try to act in various style by using their
own capabilities on the basis of situational demand.
P3. Different theories and models of approach
Leadership is a process that helps to appearance quality and power of an individual which
lead to guiding their group unit towards right way. It paves a way to achieve objective related to
Mark and Spencer. By using operation management theories it will help a business firm for
achieving better results. These are briefly discussed in below as:
 Situational leadership: It is a style in which leader changes style according to a situation
for the growth and development of an individual as well as a firm. This leadership can
change for business and follower (Nakayama and Bucks, 2012). The effectiveness
depends upon leader capabilities that an organization adopt. Therefore, operation team of
Mark and Spencer company can adopt this style according to a circumstances. By the
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implementation of situational leadership practices, Mark and Spencer can adopt
numerous challenges that assist in providing opportunities to firm. The tough situations
can be easily handled by leader for grabbing better options of success. Situational
leadership theory states that leaders are taking decision or acting according to situation in
order to cope up with current change. For instance; leader of Marks and Spencer change
the roles and responsibilities of team members as per situation, on the basis of their skills,
talents and experience for managing current circumstance. Along with this, sometime
price of product fluctuate as per consumer buying behaviour as well as behaviour too. For
example; some of the clients are very much polite while buying product but some are
very rude due to which leader suggest their employees to react according to situation for
handling complex situation.
 Contingency leadership: In this model, leader of an enterprise make their decision by
considering internal and external factors that are interlinked with each other. It is also
consider as situational leadership because claims that none of best and suitable for a
leading company. Thus, contingency leaders may adopt their own style while dealing
with any situation (Neck and Manz, 2010). For Mark and Spencer, these kind of learning
practices can be a better option in which leader can provide quality directions and
guidelines to firm to opt a better option between contingency. Business is full of risky
situation because there is a maximum chance of fluctuation in external and internal
factors that affects the operating system of an association which enforce an organization
to design their policies and plans accordingly. For instance; fluctuation in currency rate of
nation enforces leaders to consider this before entering into any future contract. Along
with this, sometime legal bodies also enact some necessary new laws which act as an
obstacle for the company during making a business relation with foreign country. Hence,
leaders make decision as per these changes for coping with changes.
 System leadership: This theory is primarily concerned with system and policies of firms
while deals with any situation. It style believes in following norms, rules and regulation
that are implemented by higher authority to run a business in more effective manner.
Therefore, it is also known as systematic model of leadership. On the basis of these
theories, leader of Mark and Spencer can provide justification for appropriate situation so
that they can manage system and policies of firm for the employees. It means, leaders are
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liable for considering necessary rules and regulations during their leading. For example;
leaders of Marks and Spencer always consider employment rights and authorities before
taking any action against staff members as well as follow formal rules for taking major
steps. As a result, they always make decision by following necessary provisions which
set in the rule book of a company.
By using above leadership style it helps in determining the nature of a business as well as
includes the situation that may raise at a time of expanding or any disputes. This is helpful in
maintaining business position into market.
TASK 3
P4. Approaches to operation management and roles of leader and manager
Operational management is a systematic process that requires effective and skilled
managers that take corrective measures in achieving goals of Mark and Spencer company. It is
will bring an effective and efficient labour while using different approaches to operation
management (Niknam, Meym and Mojarrad, 2011). Therefore, appropriate key approaches of
management and operation are as:
Six sigma: This approach is a set of tools and techniques for improving their process.
Basically it is obtain by firm to enhance the quality of output by eliminating causes of defects. It
helps manager and leaders for minimum utilisation of resources which can turn into as
prosperity in Mark and Spencer company. Thus, main motive is to minimize production time,
pollution by satisfying needs and demands of customers. Mark and Spencer can implement this
strategy in their business procedure by enhancing quality of their products by better utilizing
resources. Major implementation of this theory can provide better outcomes by reducing defects.
With the challenges of achieving accelerated growth in the highly competitive financial service
sector, M&S Money’s leaders wanted to streamline operations while maintaining—and
enhancing—customer service. In almost 2003, as it prepared to offer a brand new credit card to
replace its traditional store card, M&S Money decided to explore use of Six Sigma methods to
execute critical operational and service improvements. Using Six Sigma methods, an application
redesign team explored all aspects of the process: handling of incoming applications, review and
approval, new card delivery—even the design of the application form itself.
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Just in time: According to this model, firm trying to complete their task and activities in
given time period. Basically it is a inventory strategy whose main motive is to minimize its
cost and also, reduce manufacturing time period. This helps manager and leaders to do their
work on set targets which bring effectiveness among co-workers. Mark and Spencer
organisation can implement Just in time approach in their business procedure by analysing
demand and requirement of their customers and by providing similar services to them.
Through this, they can reduce wastage and additional cost of production. M&S was going
through a significant change as part of its IT strategy, including replacing its core ERP
system with SAP. Key to their strategy, they needed an integrated forecasting, ordering, and
allocation solution that would work with their new ERP implementation.
 The perishable nature of a large portion of its inventory within a complex and changing
supply chain. –
 Lengthy lead times for certain inventory items (e.g. grocery products).
Total quality management: Main motive of this is to maintain quality of Mark and
Spencer Company by emerging different ideas and methods for improving work quality and
services. Basically quality is one of indispensable part for every firm for their effectiveness and
useful purpose. It will guide managers and leaders to keep their standard of quality maintained
well. Therefore, it is used for maintaining their quality. For Marks and Spencer, these kind of
approaches can be beneficial because customers of the organisations are always demand for the
quality products and services. Through this, they can build positive relationship with customers
by managing quality in their products. An organization aim to improve things for the better and
closely with suppliers to develop high quality and innovative products that are only available at
M&S.
Products
An association operate rigorous quality management systems which have been developed
with our suppliers. These operate on a precautionary principle and are supported by a range of
on-site audits and product testing. Suppliers are required to meet a range of quality, safety,
environmental and social standards. Company also operate a system of public recalls when
required. M&S is committed to not using solid plastic micro beads in M&S own
brand personal care products and working with our suppliers to remove them
from branded products sold in M&S stores.
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Dynamic approach: According to this approach, Mark and Spencer trying to resolve
their various problems into one by implementing different techniques and methods. This model
is very much useful in completing task in a minimum duration by acquiring minimum uses of
resources. Using this approach by manager and leader will bring a positive aspect on a business
firm. By implementing dynamic approach, Mark and Spencer can competing easily with their
competitors by providing them quality services in minimum time duration. M&S looked for a
partner that leads with a people-first change management approach, a track record of managing
complex Skype for Business rollouts and the right skills to implement Microsoft Cloud PBX.
M&S chose Avanade, and Avanade delivered. Cloud PBX was introduced, providing true
unified communications to M&S for the first time. Avanade first reviewed the telephony
architecture and recommended a couple of key design principles that would drive simplicity,
speed and lower total cost of ownership. The team then built a dynamic business change plan. As
driving adoption was essential, Avanade focused on three key pillars of activity: preparing,
executing and reinforcing change for specific user personas.
System approach: This model is based on the rules and regulations that are implemented
through higher authority of a business firm by considering necessary facts and figures. It is a
most appropriate for creating free environment from discriminations and disparities on an
individual as well as team. Using an appropriate approaches, leaders and managers of Mark and
Spencer can enhance their working conditions and improve their existing performance.
The role of manager and leader is essential part for each and every organisation. This
helps in determining the objectives and growth of an organization. It includes integration of
goals to sustain for longer duration, it require at every level, provide support to workers and
many more. This also involves motivation, management of resources, team development,
improves quality and self-development (Pinkerton, 2011).
P5. Importance and value of operation management in achieving business objectives
Operational management is very much essential while attaining goals and target of
business enterprise by implementing various effective ideas and approaches for solving barriers.
It is an indispensable for controlling whole system by delivering actual products and services
into market. Therefore, there are number of reasons which shows importance of management
operations is mentioned below as:
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 Appropriate use of resources: According to this, manufacturing department trying to
allocate essential resources for developing whole organization at international level.
Thus, there are number of things that are available to show importance are stated as
follows:
◦ Fulfilling needs and wants of domestic as well as foreign customers.
◦ Maximisation of profits.
◦ Maintain quality of their products.
◦ Proper utilisation of resources.
 Revenue generating: Profit of a company is maximize by introducing new and advanced
products to attract number of customers. This is a key to generate more and more revenue
by inventing and creating ideas by modifying existing products of Mark and Spencer.
 Satisfied needs of consumers: Operational management is liable for producing goods on
the basis of customer taste and preferences by considering their choice as well as trends
which are in market.
 Attract mind of customers: All the products are manufactured by this department.
Therefore, it is liable to produce different ideas of training their employees to capture
eyes of customers.
Important Roles of Operational function -
 Human resource – This is a most important division of an organisation which assist to
managing functional activities of organisation in effective manner. HR manager of Mark
and Spencer analyse requirement and need of organisation for the employees. After this,
they conduct employment session for hiring desired and experienced candidate who aid
in attaining business objectives properly.
 Finance – This is a most important division of a firm which manage funds and capital
effectively for its better uses in future. In Mark and Spencer, finance executives also
provide advises for the better investments in profitable areas.
 Asset management- Marks and spencer is a really very large association by having its
branches across the international boundaries. As a result, company is having number of
assets in their reserved which helps them in hard times. For example; workforce is a most
tremendous asset that support an organization in attaining their set objectives or goals in a
defined time frame. Therefore, management of staff members is essential for company by
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implementing various rules and regulations as well as appoint head for understanding
their feelings. These entire things will help in managing other resources of an
organization in much better manner by satisfying the employee’s needs and wants.
 Cost management- Marks and Spencer (M&S) claims that its push to become a digital-
first business will save it £30m a year by 2021, achieved through operational efficiencies
and simplified technology supplier relationships. The high-street retailer has begun a
five-year business transformation programme, announced in November 2017, geared
towards streamlining its operations and increasing business agility in the face of growing
competition from online retailers.
By analysing all the above factors, it has been understood that operational bodies are
playing really crucial role in managing entire business activities of Marks and Spencer which
helps in gaining competitive advantage at marketplace. Along with this, easily control the
possibilities of disputes between workforces by managing things in suitable manner. However,
various activities aids in attaining set goals such as; conduct monthly programmes, sessions,
events, outings, friendly conversation with staff members henceforth.
TASK 4
P6. Impact upon operational management and decision making by leaders and managers
Operational management relates with various capacities and variables that are required to
work compelling approach to achieve their target on time. Therefore, Mark and Spencer focuses
on needs of maintaining the values, ethics, beliefs and sustainability in business to improve
customers and provide satisfaction towards their services. These impact upon operational
management and decision making are as:
 Reality of global competition: This section includes the factors of global competition
within an existing companies. By doing this, leaders and managers of Mark and Spencer
should focus on their strategies which are used to develop competition among market.
This also involves the strong persistence in this competitive world. To sustain for long
term it is necessary to maintain reputation into global competing market.
 Dynamic growth of service sector: Continuous changes can bring an impact upon
leaders as well as manager. If these both authority not able understand about latest
technology and lack of knowledge will affect their work efficiency. This can led to a
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negative impact on company reputation. Dynamic growth of service sector is necessary
to compete with existing business entity which will increase their performance and
enhancement of skills required by an individual (Pinkerton, 2011).
 Social responsibility issues: This aspect get affected by use of more production but do
not focused towards society. It will bring an impact upon Marks and Spencer Company.
As a result, leaders and managers have to contribute more in this case. This will increase
the company reputation, bring customer loyalty and many more. It has a positive effect
while performing social responsibilities towards consumers and their clients.
 Quality and customers services: According to this aspect, it focuses on quality
assurance towards customer and consumer satisfaction is necessary. This assist in
forming position into existing competitive world. As a result, leaders and managers
focuses on increase in productivity of Mark and Spencer. By using qualitative product
and fulfil consumers’ needs and wants will able to generate profit and increase their
share market.
 Planning: This aspect helps in to improve the work efficiency and also enhance the
performance of overall production. It is a central point of wanting to do the operation by
arranging Mark and Spencer administration to take initiative for better and enhance
performance while doing it. This increases the clients all over the world and also, bring
efficiency in their work (Nakayama and Bucks, 2012).
 Controlling: To execute controlling process, it is need to make screen and control over
planning as higher authority that leader and manager recognize there quality and
boundaries of business. Mark and Spencer, should make control over arranging
procedures and take corrective measure to resolve their issues and problems. By doing
this it is easier to compare the planned performance with actual performance of an
organization.
Internal factors of Marks and Spencer -
 Customers – They are the last buyer of business products and services. Customers
always considering their attention toward organisational goods that provide them higher
satisfaction. An organisational growth and development practice always basis on
customer's buying behaviour.
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 Employees – They are the key strength of an organisation who provide their quality
services to customers for the betterment of business growth. They always pay their
maximum attention towards customer' demand to provide them higher satisfaction.
External factors of analysis -
 Political factors – These kind of factors are based on governmental rules and regulations
that a firm needs to implement properly for ethical working. For Mark and Spencer, it is
required to working properly with strict rules so that they can working legally in a
country.
 Economic factors – For a business organisation, it is required to provide serve their
appropriate contribution in the economy development practices. Mark and Spencer
always looking towards these practices and maximise employment opportunities for
individuals.
 Social factors – These factors are belongs to organisational services that they provide in
market by analysing customer's demand and requirement. Mark and Spencer create their
own market by considering social practices positively in business operations.
 Technological factors – For a business organisation, it is required to implement
technological practices. Through this they can enhance options for better opportunities.
Future improvements-
It is the world of huge competition where business needs to survive and exist. Actually
Marks & Spencer lies within top 10. It is UK’s premier clothing, food, financial services retailer
having the position of top 6. In recent years, retailers have been confronted with intense
competition from their counterparts and, a few of them have somehow lost momentum. Marks &
Spencer’s market share has dropped in 2004 to 11%, from 0.2%.
 Marks & Spencer do have various departments in which various department head
controlling over business and getting the information from outside environment. They do
have separate tasks and roles to perform and getting the things done through lower level
managers.
 Marks & Spencer do have its own identical norms, values, beliefs and working
environment. They have to follows standardized rules and regulations to cope with
cultural obstacles seen in an organization.
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 Needs to accomplish changes as per employees and customer demands in order to
maintain a positive relationship between staff and company. As a result, it will help in
attaining set target in a defined time frame.
 Opportunity to follow modern technology for enhancing their business performance as
well as try to get engaged in new projects.
CONCLUSION
From the above report, it is concluded that operation management is a systematic process
which helps in improving quality of products and services of Mark and Spencer Company. This
department provide assistance in attaining goals with minimum utilization of resources, quality
improvement and increase the profitability. This can be done by adopting six sigma method, total
quality management and many more. It paves a way to achieve objective related to a business
firm. By using operation management theories which helps in guiding and directing different
approaches on business firm for achieving better results. It also, assist in decision making
process by the managers and leaders of Mark and Spencer Company. This provide well and
proper guidance to improve production which can increase total profits.
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