A Comprehensive Report on Leadership and Management at Marks & Spencer

This report provides an in-depth analysis of leadership and management roles within Marks and Spencer (M&S), a leading UK retailer. It explores the distinct characteristics and responsibilities of leaders and managers, highlighting their functions in various organizational situations. The report delves into leadership theories such as situational leadership and contingency theory, examining their application within M&S. Furthermore, it identifies key approaches to operations management and their significance in achieving business objectives. The influence of the business environment on operational management and decision-making is also examined. The report covers the functional structure, employee satisfaction, innovation, risk management, and the importance of communication. It also analyzes management theories, including scientific, administrative, and bureaucratic approaches. Overall, the report provides a comprehensive overview of leadership, management, and operational strategies employed by Marks and Spencer.

MANAGEMENT AND
OPERATION

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 The different roles and characteristics of leaders and managers of Marks and Spencer........1
P2 The role of leader and functions of manager in different situations of an organisation.........3
P3 Different theories and Models................................................................................................4
TASK 2............................................................................................................................................7
P4 Key approaches to operation management and role of leaders and manager in various
situations of organisation.............................................................................................................7
P5 The importance and value of operations management in achieving business objectives.......7
P6 Factors of business environment that influence operational management and decision-
making by leaders and managers.................................................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management and operations plays a vital role in organisation as it assist the enterprise in
establishing effectiveness and efficiency in business operations. The report will analyse the
characteristics and role leaders and managers of Marks and Spencer. M&S is the leading clothing
and food product retail market of United Kingdom. Further, it will evaluate the role of leader and
functions of manager in different situations of an enterprise. Moreover, it will analyse different
theories and Models like, situation leadership theory, contingency etc. Beside, it will identify the
key approaches to operation management and role of leaders and manager in various situations
of M&S. The report will outline factors of business environment that influence operational
management and decision-making by leaders and managers. Thus, it will recognise the internal
and external factors which assist the retailer in maintaining the effectiveness of its products and
services.
TASK 1
P1 The different roles and characteristics of leaders and managers of Marks and Spencer.
The structure of organisation is based on hierarchical arrangement in which the
management defines the roles and responsibilities of each and every in individual at every
department. The division of power and responsibilities is segregated to maintain the systematic
and easy flow of information in every unit of enterprise. Marks and Spencer has adopted a
functional structure in order to clearly define the work of individuals according to their skills and
capabilities to accomplish goals and objectives. Further, there are two roles in retail organisation
which plays a major role in appropriate functioning of Marks and Spencer which are, Manger
and leaders. These individuals are responsible to completion of all the task by serving employee
satisfaction (Cheng, Shen and Chau, 2012). The role and characteristics of leaders and managers
of firs are as follows:
A leader is the person who draw a road map and guide employees to accomplish defined
goals and objectives whereas manager is responsible for managing plans and policies for
employee satisfaction like, it is major duty of manager to look for the healthy and safe working
environment for all workers. Goals are created by manager but vision is enhanced by leader: Leader in Marks and
Spencer creates a vision for all the workers in order to set systematic road map to make
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their functioning easier. On the other hand manager is responsible for controlling the
performance of all staff member by establishing stable working environment.
Innovation: Leader enhances the working pattern of workers in order to make innovation
whereas manager formulates organisational structures and process in order to making
functioning easier and systematic for all the units of Marks and Spencer (Luna and Bott Seven
Networks, Inc., 2012). Functions of manager are same and copied but leaders are unique: Leader are aware
about the uniqueness of task that is why the individual in Marks and Spencer formulates
new strategies and new way of accomplishing task and Goals (Yang, Li and Ouyang,
2012). Apparently functions of manger are all same as the individuals need to control and
process systematic functioning of enterprise. Manger controls risk whereas leader are risky: The innovation and creating in very task
made by leaders is risky as it s based on assumption and the individual derive
hypothetical solution to the task Whereas the manager of organisation are aware about all
the necessary changes which can lead to risk and there for the person controls risk at all
level in order to prevent uncertainties.
Basis Leader Manager
Meaning A leader is an individual who
sets the roadmap for the entire
employee in an enterprise.
A manager is the person to
coordinate cooperate functions
of organisation in order to
maintain the smoothness of
business operations (Kim, Park
and Nam, 2010).
Basis The individuals follow belief
and values which are
necessary to boost employee’s
morale.
The individuals follow the
policies and procedure set by
organisation to maintain safe
and healthy work environment.
Role The role of the leader is to The role of manager is to
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motivate and guide
subordinates and workers in
order to improve their working
efficiency and effectiveness.
circulate necessary information
which is essential to boost
employee’s morale and
establish effectiveness in
functions.
Function The function of individual is to
make innovation, motivation,
communication between
workers of Marks and Spencer
(Zhang, Luo and Liu, 2014).
The function of the manager of
Marks and Spencer is to set
rules and regulation in order to
maintain the stability of
business environment.
P2 The role of leader and functions of manager in different situations of an organisation.
Marks and Spencer is the multinational retail organisation which deals in clothing and
food products and is serving consumer satisfaction since ages. It is important for the firm to
maintain the adequacy of its function for which the company has manager and leaders. The role
of both the individuals varies form situation to situation in M&S. For instance, if the company is
planning to implement new strategies of innovation in order to enhance the value of its products
then the leader is responsible for establishing uniqueness in services and coordinating and
cooperating the efforts of all employees. Apparently, if the organisation is facing challenge from
external forces like changes in government and political policies in context to companies product
or employment right than it is duty of manager to implement changes in procedure and plans
according to business and business environment.
Further, employees motivation in an organisation depends on attitude and behaviour of
leaders towards them there for the enterprise is focus on implementing effective communication
between leaders and employees in order to avoid the problems which can arise due to
communication gap (DeAnna, Freeland and Gockeler, 2010). On the other had, the manager is
focused on amending and formulating all the policies' and procedure which establish efficient
and effectiveness in business operations as well as on worker's performance. For instance, if in
case the leader are biased and supports favouritism concept with employee than it is responsible
for the company to organise training and development programmes in order to maintain the
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stability in relation of leaders and employees. Moreover, of in case due to some personal
problems two employees the working efficiency of entire team is getting disturbed than it is the
duty of leader to remove the barrier of communication and resolve the issue of workers in order
to establishing smooth flow of coordination and cooperation between team performance (Lei,
2010). On the other hand if in case the manager forgets to comply with regulation which can
impact the overall business performance than its is the duty of manager to implement changes
accordingly to stabilise business operations.
P3 Different theories and Models.
Situational leadership: The theory is enhanced by Paul Hersey and Ken Blanchard, the
theory defined the roles and concept of leaders in an organisation and their behavioural nature
towards various situations. It is implemented in Marks and Spencer as it provides flexible
approach to changes and innovation. It is the powerful took which focus on development of
employees in any situation. Further, it is focused one 4 major factors which are described under:
 Diagnose: In this the leader diagnose the complete situation which comprise, innovation,
risk and uncertainties involved in it.
 Adapt: In this the leaders focused on adapting to situation according to changes and to
make employees coordinated and flexible to external and internal changes in order to
establish efficiency in business operations.
 Communicate: It is important for the individual to make effective communication with
employees and to all other departments of an organisation (Liu, Zhuo and Yi, 2015).
Communication is the key to success as the person in determines the loopholes which can
lead to future uncertainties.
 Advance: It is focused on managing organisational functions effectively in order to attain
determined goals and objectives.
Strengths: It is based on behaviour of humans according to changes in situation in an enterprise.
Weakness: It does not consider the demographic factors and ignores the importance and situation
of practical life.
Systems leadership: It is based on systematic procedure and functions of leaders. In this
the individual establishes a strict control over employees in order to maintain the efficiency and
effectiveness of functions and given task. It is the discipline approach and is focused on
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connecting two business components together in order to attain defined goals. Further, it is the
dominant style of leadership and has two attributes which are as follows:
 The theory is collaborative in Nature.
 In this theory the leader have to some times cross the set boundaries and limits in order
to accomplish task (Stoppato, 2012).
Figure 1Situational leadership theory
Source: (Hersey-Blanchard Situational Leadership Theory 2017)
Leaders in Marks and Spencer implements the use of this theory by the manager has set
approaches and defined responsibility in order to maintain the adequacy of organisational
functions.
Strength: It helps Marks and Spencer in establishing efficiency when it comes to making
innovation.
Weakness: This involves the chance of risk as it is based on tall organisational structure in which
the division of power is very strict and no one is allowed to interact without authorities.
Contingency: This approach is enhanced by Fred Fielder, this is based on situation and
behaviour of leader towards specific situation. It comprises the behaviours factors like, skills,
capabilities, flexibility, preferred styles to different situations and many more. In accordance to
this theory, leaders of M&S do not hold one single way to tackling situation instead the
individual focus on making changes which can assist the firm in implementing the most effective
way to deal with the situations (Martín, Zarzalejo and Cony, 2010).
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Figure 2 Contingency Theory
Source: (Fiedler’s Contingency Model 2017)
Strengths: The major strength of this approx is that it provides favourable results according to
situation.
Weaknesses: It is very flexible approach and therefore can be risky for some business operations.
Management theories : In accordance to leadership theories, there are various manager
theories which determines the role and functions of management like, Scientific theory: It is focused on systematic flow of work for establishing efficiency and
effectiveness in business operations. In this the M&S manager organises a working
process for maintaining working efficiency and improving the economic condition of the
company. Administrative theory: In accordance to this, the manager of retail formulates the
structure of organisation according to changes required. In this the management if M&S
divide the work in company according to skills and capabilities of workers in order to
avoid the chances of conflicts and uncertainties.
 Bureaucratic theory: It is based on two major elements which are, hierarchical structure
and decision making. In this the distribution of power is very appropriate and no
employees is allowed to interact without authorities.
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TASK 2
P4 Key approaches to operation management and role of leaders and manager in various
situations of organisation.
Operation management is the structure of organisation which is focused on systematic
business operations. It is methods which assist M&S in improving efficiency and effectiveness of
lacking areas of company which can be quality, goods and services. Approaches which are used
by retailer for managing operations are as follows:
Six Approach: It assists the company in determining the lacking areas of organisation
and helps the manager in analysing the ways of improvement. It is best way by which the
company make optimum utilisation of resources and aid in serving consumers satisfaction and
generating profits and revenues.
Dynamic Approach: This approach supports the changes and flexibility of operations in
order to implement efficiency and effectiveness in organisational functions. It is base on 4
aspects of management that is, contingencies, learning, knowledge and resolution. These four
factors assist M&S in establishing improvement in business operations.
Lean Production Graphs: This is used in manufacturing process in order to reduce and
eliminate waste in production functions of an organisation.
In accordance to this, manager of Marks and Spencer is focused on serving employee satisfaction
by formulating process according to need and wants of consumers. The manger plays a vital role
in evaluating performance of employees in order to boost their morale and working efficiency.
In accordance to this, the leader plays role of motivator, Further, in this the leader of M&S is
focused on enhancing the performance of employees by dividing the work according to skills and
capabilities of individual in order to accomplish organisation goals and objectives.
P5 The importance and value of operations management in achieving business objectives.
The ultimate objective of Marks and Spencer is to expand its functions in order to attain
maximum consumers, profits and serve consumer satisfaction across the globe. Therefore, when
expanding business the management of enterprise need to focus appropriateness of roles and
responsibilities of each individual in order to maintain the efficiency of cost and functions.
Further, the implementation of effective operation management assist the enterprise in
accomplishing determined goals and objectives. Moreover, to ensure the effectiveness of
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operational management the firm implements the use of Total Quality Management approach
which focuses on following factors:
 The approach assist M&S in minimizing the cost functions in improving the efficiency of
its goods and services.
 It assist the management in maximizing profits and generating revenue by organising
systematic flow of business operations. It focused on serving consumer satisfaction.
 It assists Marks and Spencer in maintaining the quality standards which is the est way to
earn loyalty of buyers.
 It is the best strategy which assist retailer is minimizing investment which can lead to
uncertainties and losses.
 Is the best way which assist the company in making innovations as it enhances the
operations and their knowledge.
P6 Factors of business environment that influence operational management and decision-making
by leaders and managers
Internal factors
 Value system of organisation focuses on rule's ad regulation of an enterprise which are
formulated to reduce the chance of confusion which can lead to various conflict and can
impact the effectiveness of business functions.
 It ensures that the firm has adequate financial resources which will assist the company in
maintaining the quality standards for its products and services. On the other hand if the
company will not be able to maintaining its adequacy of funds to maintain quality than it
can lead to consumer dissatisfaction.
 Effective relationship with employers is the key to success for an organisation. Therefore,
it is important for the business to manage the conflicts with workers in order to
establishing healthy relation with all staff members.
External Factors
 It is important for Marks and Spencer to maintain its ethical value when serving goods
and services to buyers. Further, analysing taste and preferences of consumers is the best
way which assist the company in stabilising its market.
 It is important for M&S to comply with the practices of Corporate social responsibility in
order to conduct its business operations smoothly.
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 Maintaining of sustainable environment is the practice assist the firm in serving employee
satisfaction and delivering the best quality of consumer products and services.
Hence, it is the duty of leaders and manager to maintain the stability of internal and
external factors of Marks ad Spencer on order to attain determined goals and objectives.
Factors influencing business environment are as follows:
 Political: Environment of business is regulated by regulation and laws imposed by
government. There are major factors which impacts the business environment of Marks
and Spencer like, increasing foreign direct investment, tax rates, changing policies etc.
Therefore, it is important for the enterprise to comply and evaluate all the regulations
which can impact the operations.
 Economic: Changing unemployment factors and interest rates is the major factor which
impact the operational process of M&S. The fluctuation in economic factors impacts the
business functions for long run. Therefore, it is important for the management to analyse
and control the impact of economic factors which can influence the profit's ad revenue of
firm (Wang, 2010).
 Social: Consumer are very sensitive and there taste and preferences changes according to
market trends which impacts the overall operational plan of company. Therefore, its is
important for the leader and manger to analyse the changes and then focused on
generating over new stock and new plans of innovation.
 Technological: Advancement in technology plays a vital role in enhancing operations of
business. It is the major factor which impact the quality of products and services.
Therefore, its is important for the M&S to evaluate and determine the use of technology
which can assist the company in improving cost efficiency and quality standards of
products and services.
 Environmental: Preserving the safety of environment plays vital role in success of
business operations. Therefore, the management of Marks and Spencer is focused on
maintaining the preservance of natural resources buy using environmental friendly
resources for production. Further the company is make use of substance and resource
which emit less harmful gases.
 Legal: It is focused on statutory requirement as it impacts the employment rights and
consumer rights of organisation. Moreover, the management of M&S is focused on
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following all the ethical rights which aims at maintaining the safety of employees and its
buyers.
CONCLUSION
The report summarized the management and operational functions of Marks and Spencer
the leading retailer in Clothing and food product of United Kingdom. It analysed various
situation of company in which it determined the role and function managers and leaders in an
enterprise. Further, it stated the effectiveness of theories like Situational which assist the firm in
establishing flexibility and innovation. Apparently, it determined the management theory which
assists manager of M&S in systematic flow of work in order to improve efficiency and
effectiveness in business operations. Moreover, approaches to operation management and role of
leaders and manager in various situations like, Six Approach, Dynamic and Lean Production
Graphs. Hence, the report outlined the internal and external factors of firms which assist in
serving consumer satisfactory products and services.
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