Marks and Spencer: A Comprehensive Report on Leadership and Management

This report provides a detailed analysis of the leadership and management practices at Marks and Spencer (M&S). It begins with an introduction to the organization, its management structure, and a comparison of the roles and characteristics of managers and leaders. The report explores the differences between managerial functions and leadership roles, examining various management and leadership theories. It further discusses how these roles apply in different situations and how they contribute to growth and sustainable performance. The strengths and weaknesses of different theories and approaches are evaluated, and the impact of managers and leaders on the organization is assessed. The second part of the report focuses on operations management, including the approaches adopted by M&S, the roles and responsibilities of managers and leaders in successful operations, and the importance of operations management in achieving organizational objectives. The impact of external business environment factors on operational management decisions is also considered, along with recommendations for future improvements. The report concludes with a summary of the key findings and recommendations.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.) Introduction to organisation and its management structure..............................................3
2.) Comparison of roles and characteristics of manager and leader.......................................3
3.) Differences of managerial functions and leadership roles and management theories......4
4.) Roles of a leader and functions of a manager apply in different situations......................5
5.) Different management and leadership theories for growth and sustainable performance 6
6.) Strengths and weaknesses of different theories and approaches.......................................7
7.) Managers and leaders impacts on organisation and recommendations for improvements8
TASK 2............................................................................................................................................8
1.) Operation management of organization and approaches adopted by organisation...........8
2.) Roles and responsibilities of managers and leaders in successful operation of organization9
3.) Importance and value of operations management in achieving organizational objectives10
4.) Managers and leaders in improving operational efficiencies to meet business objectives10
5.) Impact of external business environment factors on operational management decisions11
6.) Application of Operations management to manage these factors...................................11
7.) Recommendations for future improvements taken by organisation...............................11
CONCLUSIONS............................................................................................................................12
.......................................................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Management is process of proper planning, organising, staffing, directing and controlling
of activities and getting things done through others. Operations is way of handling operation
system that is conversion of raw materials into finished goods, manufacturing, solving issues
related with designing and improving day to day activities of business. The given assignment is
based on Marks and Spencer established in 1884 at United Kingdom which is multinational
brand dealing in luxury foods, clothing and home products. The assignment will de discussing
about roles, functions of manager and leader. Also it has cover application of operation
management and factors affecting environment of business.
TASK 1
1.) Introduction to organisation and its management structure
The chosen company is Marks and Spencer (M&S) which was founded by Michael
Marks and Thomas Spencer in 1884. It is British multinational retailer deals in home products,
selling clothing and luxury food products. It has around 979 stores across UK out of which 615
only sell food products. There are more than 84,939 employees working in organisation and
serving its products worldwide. Marks and Spencer has followed flat organisation structure for
its business. This structure carry limited level of management between employees and
administrative and encourage staff in decision making process. It decrease bureaucracy and make
worker skilled by authorizing to make decisions (Ageron, Gunasekaran and Spalanzani, 2012).
2.) Comparison of roles and characteristics of manager and leader
Manager- Manager is person who is liable for running of business or manages or in
charge of something. They control departments in organisations or guide people working under
them. They must be able to do proper planning, leading, organising, controlling and coordinating
in enterprise.
Leader- A leader is a person influencing group of people for achievement of goal. It has
three 3P's such as person, people and purpose for achievement of committed goal. It is also one
who convince and guide other to follow them (Alderton and Saieva, 2013).
The comparison of roles and characteristics of manager and leader in context to Marks
and Spencer are described below:

Roles Manager Leader
Conflict Management Manger of M&S always tries
to avoid conflict.
Leader of M&S uses conflict
to get positive outcome.
Employee Engagement Manger organises people of
organisation.
Leader align people for work
performance.
Characteristics Manager Leader
Communication Skills Manger should possess good
communication skill to
communicate with employees
and others.
Leader of M&S also requires
effective communication in
order to lead and provide
guidance for work
performance.
Decision Making Decision made at M&S are of
high level which should be
made by manager very
effectively and efficiently.
There are various difficult
decisions which should be
taken by leader for
organisation.
3.) Differences of managerial functions and leadership roles and management theories
There are various management theories and concept for managerial functions and
leadership roles in an organisation. These theories helps in achieving goal and objectives of
business (Brandon and Mullan, 2013). Marks and Spencer also ned to follow such concepts in
their business to run it effectively and efficiently. The differences of managerial functions and
leadership roles by applying theories are described below:
Management theories for managerial functions
Under this administrative theory is explained by Henri Fayol where five managerial
functions has been described. This elements focus on creating relationship between management
and personnel in order to solve problems very effectively and efficiently explained below:
Planning- It means deciding in advance what things to be done in future. Manager plays
an effective role in better planning of an organisation and requires participation of every

individual. Manger of M&S have to do proper planning for resources required, way of doing
activities and others.
Organising- It means organising of staff, raw materials and sufficient capital so that
organisation run smoothly. As number of functions increases organisation have to expand
vertically and horizontally. For example, manager of M&S should organise each and every
activity such as cleanliness, food quality, staff management (Chevalier and et. al., 2015).
Commanding- Manager of M&S have to give order and working instructions to their
employees and staff. They have capacity to motivate and encourage team for better performance.
Coordinating- When all activities are organised then organisation can function better.
Coordination helps in motivation and discipline with group which need clear communication and
good leadership. M&S manager give order and staff, employees coordinate with each other in
order to perform better for achieving final results.
Controlling- In this step, manager checks whether activities are performed according to
plan or not. In case of any error and issue it need to be controlled and managed. Marks and
Spencer controls activities of organisation very effectively and efficiently to achieve their set
goal.
Management theories for leadership roles
Under leadership role, transformation leadership theory has been used by Marks and
Spencer. This theory is new approach which focus on creating valuable and positive change in
their follower. This helps leader to change organisation culture by implementing new ideas and
creativity. It assist employees to achieve objectives of company by using higher ideal and moral
values. Also motivates followers to show their own interest for particular group or unit (Galindo
and Batta, 2013).
4.) Roles of a leader and functions of a manager apply in different situations
There are different situation which organisation have to go through and show their
managerial and leadership skills to solve them. Basically, there are three main situations which
every company have to go and they are stable, moderate and fast moving. Role of leader and
functions of manager played at Marks and Spencer in these situation described below:
Stable Situation- It means there are no changes taken place in environment. Here, leader
of M&S should motivate and encourage their employees to work properly. The manager should
manager all work properly and timely. Example: vision, mission, policies. Style does not change

frequently. The function of manager is to do proper planning, organising and directing work
effectively and efficiently.
Moderate Situation- In this situation changes take place at slow speed such as change in
technology, change in management style. Leader of M&S need to encourage employees to adopt
new technology and follow it. Manager need to provide training and development to adopt such
situation to run effectively.
Fast Moving Situation- It means changes in environment took at great speed such as
change in taste, demand, preference of consumers. Here, leader of M&S have to accept those
changes which are taken place in environment and helps manager to follow it. The manager of
Marks and Spencer should analysis market properly and understand consumer ned and demand
and work accordingly. Also market research and analysis should be done for consumers (Gillen,
Jacquillat and Odoni 2016).
5.) Different management and leadership theories for growth and sustainable performance
The different management and leadership theories for Marks and Spencer to support
growth and sustainable performance are as follows:
Management Theories
Theory X and Y- Here, theory X denotes authoritarian where manages does not like their
work and theory Y denotes participative management style in which manger are self motivated,
responsible and committed to their given task. Marks and Spencer should focus on Y theory to
achieve, growth and support organisation.
Human Relation Theory- According to this theory, if all required facilities are given to
employees and worker then they can perform better and achieve final goal and objectives. This
was proved after performing different experiments at workplace. Manger of M&S should try best
to provide available facilities for better outcome (Gimenez, Sierra and Rodon, 2012).
Leadership Theories
Situational Leadership- This theory propose leader to chose best course of action upon
many situational variables. The various style of leadership is suitable for certain types of
decision making. For example, leader with authoritarian style have knowledge and experience
for solving problems. Thus, this helps in sustainability and growth of business.

System Leadership- This theory enables leader to create conditions where people at all
level work productively according to their potential. It assist in creating effective systems that
drive productive behaviour and support growth and sustainable performance.
Contingency Leadership- This theory focus on particular variables that is related with
environment which determine particular style of leadership to be suited. If changes are adopted
in organisation business grow profit and sustainability in competitive market (Jacobs, Chase and
Lummus, 2014).
6.) Strengths and weaknesses of different theories and approaches
The strength and weaknesses of different theories and approaches are as follows:
Theories and Approach Strengths Weaknesses
Theory X and Y This theory helps manager to
focus on various ways where
individual can carry out task.
This theory requires guiding
principles which is weaknesses
for firm to adopt it.
Human Relations Theory It provide workers freedom to
perform work and create
communication and teamwork
for performing task.
As employees have to perform
individually which create
stress or pressure for them and
manager have less control over
workers.
Situational Leadership This theory is very easy to
understand and applied in
different situation.
It is not compulsory that every
time situation remains same
which is weakness to adopt
such model.
System Leadership This theory increases
organisation's adaptability to
environment changes and
focus on achieving individual
as well as overall goals.
This theory is not practical
always and leads delay in
decision making and not
applicable to small
organisations.
Contingency Leadership This theory helps in providing
data for leadership styles
This theory is very complex to
understand and reactive in

which could be useful for
business in developing profiles
for effective human resource
planning.
nature which is not suitable for
organisation.
7.) Managers and leaders impacts on organisation and recommendations for improvements
Manager plays an important role in operating all activities in an organisation. They carry
out all task which are related with management and operation of business entity. Leader should
encourage and motivate employees to work effectively and efficiently in order to achieve goal
and objectives. Both manager as well as leader are important person for carrying out task. The
impact of manager and leader on organisation are:
 Manager can take wrong decision which greatly impact business and its operation.
 Similarly, leader can give inappropriate guidance to its employees while carrying out
task.
The recommendations for improvements are as:
 Manager should focus on achieving goal of business with help of employees.
 Leader need to learn, encourage and motivate employees for running its business
effectively and efficiently (Omansky and Kanner, 2014).
TASK 2
1.) Operation management of organization and approaches adopted by organisation
Operation management is administrative of entity practices which creates highest
efficiency level within organisation. It focus on converting labour and materials into services and
goods in order to maximize profit of business. Skills of people, rational analysis, creativity and
technological knowledge are important elements in success of operation management. There are
different approaches of operation management adopted by Marks and Spencer are described
below:
Six Sigma- It is an approach which focuses on quality developed by Motorola company.
It is set of tools and techniques for improving process of production. It focus on improving
quality of output by identifying and removing effects and minimizing variability in business

processes and manufacturing (Peng and Lai, 2012). By applying such approach at Marks and
Spencer can improve its quality more and manufacture at large quantity.
Lean Manufacturing- Lean manufacturing or production is the systematic way for
minimizing waste within system and without sacrificing productivity. It helps in reducing lead
times, operating cost and improving product quality. This concept was developed by Toyota
Production System (TPS) in 1990s. This approach can assist Marks and Spencer to minimize its
wastage during manufacturing and saving time as well as cost for maximizing profits.
2.) Roles and responsibilities of managers and leaders in successful operation of organization
The roles and responsibilities of manager and leaders in successful management of
operation at Marks and Spencer are described below:
For Manager
Responsibilities:
Management of Resources- Manager of Marks and Spencer plays an important role in
managing personnel and raw materials of company. All resources such as inventory, purchasing,
overseeing assignment of employees are managed by manger for effective running of business.
Financial Management- Manger plays key role in controlling cost, budgeting and
keeping organisation on track. The manager study sales report, business forecast and financial
statement in order to maximize results and also use methods such as cost benefit for improving
efficiency. This helps a lot in Marks and Spencer for achieving their goal and objectives.
Roles:
 They should conduct proper training and development programmes.
 They should implement vision and mission for their company.
For Leader
Responsibilities:
Safety- Leader of Marks and Spencer need to ensure safety of personnel at workplace.
They should check that staff are associated with safe environment, using appropriate personal
protective equipment, properly approved procedures and operating in safe conditions.
Quality- Leader must share accountability for quality of product which is being
produced. Leader of Marks and Spencer have to check and provide high quality goods and
services to their customers for better running of business (Singhal and Singhal, 2012).

Cost- The leader should plays an effective role and responsibilities for cost management.
They should measured cost of goods sold or productivity of firm. This helps in better planning of
cost for other activities for business.
Service- Leader need to focus not only on producing right product but helps in getting
right goods to requested customers. They should balance consumer requirement with operations
capabilities (Slack and Brandon-Jones, 2018).
Roles:
 They should assist manager in carrying out task.
 They should do proper monitoring and checking activities.
3.) Importance and value of operations management in achieving organizational objectives
Operation management is the process of planning, organising and controlling various
methods of manufacturing, organising and supplying goods and services. It helps in converting
raw materials into finished goods in order to maximize profits. Marks and Spencer has effective
operation management system that monitor and carry out various activities in order to improve
and enhance efficiency at regular interval.
The importance of operation management helps in taking care of many process starting
from raw materials to finished goods. It also assist in sales assistance stage which means after
providing of services. Here, marketing plays an important role in knowing about customer and
their need and demand and fulfils it.
Value analysis is related with cost added because of inefficient features and
specifications. It contribute in last stage of product life cycle such as maturity stage. It is
relationship among buyer and payer for products. Operation management create value for good
to provide to customers. Individual need to create value in market in order to achieve their set
goal and objectives (Song and Parola, 2015).
4.) Managers and leaders in improving operational efficiencies to meet business objectives
Managers and leaders plays effective role in improving operational efficiencies to meet
business objectives. These should identify market trends and formulate strategies in order to
satisfy need of target consumers. Also leader can apply motivational tools for encouraging
workers to perform better that ensure optimum utilisation of business resources and improve
operational efficiency. It includes following ways:

Optimum utilisation of resources- The manager of Marks and Spencer should allocate
resources required in every department for better operations. They should ensures about
achievement of quality at every stage. Leader should provide guidance to their employees for
improving operational efficiencies in order to meet set standard.
Cooperation among departments- Manager of Marks and Spencer should use effective
communication channel among all departments and ensure that employee are working as per set
standard to carry out task. It helps in increasing productivity and efficiency in business operation
and achieving target within given time period. Leader need to cooperate with their staff for
carrying out task in order to improve operational efficiencies.
5.) Impact of external business environment factors on operational management decisions
The external business environment factors that influenced operational management of
Marks and Spencer is PESTEL which is described below:
Political- If Marks and Spencer want to purchase new machinery for manufacturing
products. The rate of machine is high due to new laws and regulations implemented which can
leads negative impact on company. (Subramanian and Ramanathan, 2012).
Economic- If government allows tax free on new machine it can create positive impact
on company. This helps Marks and Spencer to purchase more machine and avail tax exemption..
Social- Marks and Spencer should purchase less power consumption and pollution free
machinery for production. This assist in creating positive impact towards society about company
and its products. (Chevalier and et. al., 2015).
Technological- Marks and Spencer should use latest technology for manufacturing
products. This create image and goodwill of firm in market which attracts customers. Thus, it
positively influence firm and its business at market place.
6.) Application of Operations management to manage these factors
Operation management is required in every company to run business effectively and
efficiently. There are various applications of operation management for surviving in market.
These applications need to be applied in business such as use of waste minimization techniques
for maximum production with minimum cost. Apart from above, various factors has to be
managed by Marks and Spencer by following rules and regulations formulated by government

that contributes in country economy. If business can identify need of society then it can assist in
development of firm. The proper management of business can lead to survival in competitive era.
7.) Recommendations for future improvements taken by organisation
As changes take place in environment which can be internal and external that affect
business in both positive and negative manner. In order to cope up with these manager need to
formulate proper policies and strategies (Galindo and Batta, 2013). It is recommended to
manager of Marks and Spencer to apply effective communication tools, coordination among
department and examine all elements for effective outcome. Further recommendation can be:
 Manger need to do proper planning for performing task for retaining long run in market.
 Marks and Spencer should improve management structure for effective performance.
 Employee engagement enhance skills and knowledge at Marks and Spencer to learn ideas
from different teams and use in future.
CONCLUSIONS
From above assignment it can be concluded that manager and leader plays an effective
role in success of an organisation. With the adoption of theories and approaches leads managers
and leaders to encourage their workplace towards achievement of firm's objectives. Operational
management assist in accomplishing short and long terms goals and objectives within given time
period. For improvement of efficiencies various roles and functions has to be performed by
Marks and Spencer. There are various factors such as internal and external which has impact on
performance and sustainability.