Leadership and Management Roles in the Context of M&S Operations

This report provides a comprehensive analysis of leadership and management roles within Marks & Spencer (M&S). It begins by defining and comparing the roles and characteristics of leaders and managers, highlighting their contrasting and complementary functions. The report then explores the roles of leaders and managers in various situational contexts, emphasizing the importance of adapting leadership styles to different scenarios. Furthermore, it delves into different leadership theories and approaches implemented by M&S, such as situational and participative leadership. The report also examines the value and importance of operational management in achieving business objectives, and concludes by discussing factors impacting operational management and decision-making. The analysis includes practical examples, providing insights into how M&S manages its operations and leadership effectively in the dynamic retail industry.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................6
TASK 1............................................................................................................................................6
P1 Define and compare the different roles and characteristics of a leader and a manager.........6
TASK 2............................................................................................................................................9
P2 Role of leader and function of manager in various situational context.................................9
P3 Theories and several approaches of leadership....................................................................10
TASK 3 .........................................................................................................................................11
TASK 4..........................................................................................................................................13
P5 Value and importance of operational management in achieving business objectives.........13
TASK 4..........................................................................................................................................14
P6 Factors which impact upon operational management and decision-making.......................14

INTRODUCTION
In today's business scenario of immense competition management an operation forms the
key competency for a firm to attain growth and sustainability. Management forms foremost
function of a firm which can be describes as the ability of getting work done through people by
coordinating their efforts towards one objective and to attain it with proper focus within
deadlines. Operation function is related and specific towards managing whole process of
conversion of raw material into the end finished goods and to handle any issues or problems that
relates to a product design and its production. M&S is an international brand dealing in clothing,
home products, food products etc. It was establishes in 1884 and with its headquarters in
London, UK (Botton, Cavalletto, and Marmeggi, 2013).The assignment will explain about the
contrasting and complementing functions and roles of leaders and mangers along with
implication of them in reference to the organisation. It will also explain the application of
operation management and various factors impacting business environment.
TASK 1
P1 Define and compare the different roles and characteristics of a leader and a manager
M&S is one of the top and biggest brand in retail industry and specialises in its clothing range,
luxury food products, cosmetics, furnitures, home products etc. It has business operations
running in more than 30 nations which company manages with its proficient team of more than
84939 employees and 2000 suppliers across the world. Its has around 1035 stores which
generates a revenue of 9.60 billion pounds every year for the company.
M&S applies and follow a flat organizational structure which implies limited levels in
hierarchy of operations i.e. between top management and their front line employees. M&S in
recent time has also introduced new committee of four executive’s directors that are responsible
for company's four major divisions comprising food, women wear, beauty and cosmetics and
international operations and for successful commencement of their day to day operations
(Expósito and et. al., 2016).

Manager: Manager is a person who is responsible for combining efforts of all its work force
guiding them to achieve organization's pre set objectives. Manger is also accountable to
undertaken various functions initiating from planning process to its execution and controlling.
Leader: A leader is an individual who is having ability to influence its followers by motivating
them to work with best of their efforts for successfully completing their assigned task.
Role of manager
Informational Role: M&S mangers is responsible for analysing all the information related to
firm's micro and macro environment and to handle and communicate it to all its stakeholders
comprising its employees, shareholders etc.
Interpersonal role: It forms one of the most important role of managers of M&S where in they
coordinate the efforts of their workforce by guiding them in right direction essential to attain
firms objectives. He is to act as a figurehead by taking various decisions in response to market
dynamics to maintain and enhance growth of firm (Eyal and Haim, Clarizen Ltd., 2014).
Characteristic of managers
Knowledgable: One of the main and essential characteristics for a manger of M&S is to be well
versed with all the knowledge related to his field of operations so that he can make necessary
tactics for achieving strategies formulated by top management , can handle the issues arising in
business or to be proactive in making relevant changes in company's strategies in reference to
changing occurring in its market.
Team building : Another important characteristics of M&S mangers for which they are known
is their team building quality. Mangers encourages its team by providing them opportunity to
interact with each other, addressing their issues and recognizing their good work and efforts.
Role of Leadership
 As a role of Motivator: The most prior and prominent role of a leader in M&S is to
motivate its team mates for efficiently completing their assigned job by putting their best
efforts and dedication towards it. For fulfilling this role a leader asses the personal
aspirations and objectives of its employees, induce them with necessary skills and
knowledge through proper training and development and align firms goals with their
personal aims. This motivates employees to work with full dedication and enthusiasm to
attain those assigned objectives.

 Change Agent: Another major role of a leader is to act as a change agent for the
organization. A leader is responsible for formulating and implementing the policies ,
procedures and guidelines that are formulated by the management into operations of the
business and also to monitor ad ensure that all instructions are been followed by every
employee.
Characteristics of a Leader
 Inspirational: One of the most important characteristics of a leader is to be capable of
inspiring others to have faith in its vision and to encourage them to attain that. The
leaders in M&S motivates its team members by guiding them to take best course of
action for efficiently complementing their tasks and provide them with proper tools and
techniques that are requisite for converting present things s into something distinctive.
 Collaborative: Leader in M&S pays immense attention in maintaining good relations,
collaboration and mutual trust with their employees They by applying various
motivational theories tries to encourage them to work with full enthusiasm for attaining
their objectives. Through various approached of leadership, they try to get connected with
their employees so as to make them comfortable to share their issues, views and ideas
(Handschin and Petroianu, 2012).
Difference between leaders and managers:
BASIS FOR
COMPARISON
MANAGER LEADER
Meaning  Managers focuses on measuring
and attaining the goals and
objectives that are formulated by
top management
 Leaders inspires and
engage its team
members to work
together working
autonomously for
attaining organizational
objectives
Risk  Managers works towards  Leaders are the risk

minimizing risk as much as
possible and seek to avoid ant
problem by being proactive in
formulating alternate course of
actions.
takers who innovates
new things and
encourages its team
mates to big
challenges.
Functions  Mangers are responsible for
undertaking basic business
functions comprising planning,
organizing,staffing and
controlling all activities that are
undertaken by its various
division.
 Leaders by applying
various motivational
theory is responsible
for motivating its
workforce to execute
tasks assigned to them
with best possible way.
Focus  Mangers majorly focuses on
organizational structures, systems
to ensure to get the desired
outcomes
 Leaders focuses on
people and spend time
with them to build up
their trust and loyalty
by motivating them to
achieve their personal
as well as professional
goals .
Roles  Managers assigns duties and
tasks and direct people to
accomplish goals
 Leaders guide
employees by showing
them the best methods
to complete their
assigned job with
proficiency and
efficiency.

TASK 2
P2 Role of leader and function of manager in various situational context
For a well planned organizational structure and successful commencements of various
business activities it is essential for a firm to have a perfect sync between the working style of its
mangers and leaders. Management is all about controlling business operations, forecasting future
complexities and formulating probable course of actions whereas leadership is about influencing
behavior of employees by analyzing their needs, motivating and showing them the right path for
successfully attaining their personal and professional objectives (White, 2016). Although there is
contrast in the functionality of both leaders and mangers however they both compliment each
others as they have common visions, missions and objectives to achieve for the firm. In M&S
managers and lea
SITUATION: M&S being a international brand having good company portfolio requires to
maintain and enhance its position in the dynamic business environment full of uncertainties in
which it deals. For this, firm maintains a proficient team of manger ad leaders who keeps on
formulating new and distinctive strategies and programs by scanning its market environment.
This assist organizational to efficiently mange any adverse situation in most desirable and
effective way thereby reducing effect of threats. Role of leader and functions of mangers in
different situations are mentioned below:
Providing proper training and development: Leaders of M&S together with mangers works
towards building a professional team for the firm. Leaders by identifying professional
requirements and personal needs finds out areas of improvement in an employee. Mangers of
M&S by reviewing training requirements of employees designs and conducts most appropriate
training and development programs for its new as well as existing workforce in order to improve
and enhance their knowledge, skills and capabilities. Managers and leaders work together to
motivates their staff to be confident in taking bigger challenges and make them proficient for
carrying out their present and future job responsibilities (Johnstone, 2016).
Upgrading firm's technology : M&S to maintain its lead over its competitions keeps a close
watch on new emerging technologies and other business related up gradations that are introduced
in its market environment. Thus, it time to time adopt new technologies into its production,
design and various other functions. Leaders in this situation acts a change agent and
communicate benefits associated with these changes and encourages them to absorb them and to

adhere by them to contribute in organization's success. Thus they assists management in
effectively applying these new modification without encountering any resistance from its
employees.
P3 Theories and several approaches of leadership
M&S implements various leadership theories and approaches that assists mangers and
leaders to maintain discipline among its employees and to motivate them by providing proper
line of guidance and support for doing a particular task in most appropriate manner. M&S key
competency lies in its qualified and professional team of leaders that through their capabilities
apply various approaches and theories according to contingencies and situations that prevails in
it current market environment (Liu, Yin and Fu, 2011). Leaders in M&S before applying nay
theory systematically plans out its execution. For this, they first evaluate a situation and then
implement most suitable theory or approach that can give maximum outcome in that specific
circumstances. Mentioned below are certain leadership theories and approaches that are applied
by M&S:
Situational Leadership : This approach of leadership implies that there is no perfect
way or leadership style that could be be implemented by a leader in every given situation and it
totally depends upon the capabilities, knowledge and efficiency of a leader alter or change its
leadership style according to an individual or group he is dealing with. Therefore , M&S leaders
by applying this approach self alter and self adjust their course of actions in relation to the
intellectual level and development level of its employees. Thus, leaders by analyzing existing
skills, capabilities and intellectual level of its team members guide and give directions that are
easy for them to understand and follow. Apart form this , leader in M&S carries out various other
functions like guiding, motivating,mentoring, delegating and coaching.
Participative Leadership Style: In this leadership style leaders encourages its team
members to take initiative and participate in decision making process by sharing their innovative
ideas, opinion, suggestion on a particular business related subject matter. However the final
authority to take a decision remain reserved with the leader only. Leaders in M&S follows this
leadership style to encourage its suppliers to own agenda, to understand audits and set
compliance. By collaborating with its key suppliers company provides them training for handling
latest technology like online business operations and guides them by providing them with advice,
case studies and toolkit on implying practical changes within factories and farms.

Consultative Leadership Style: M&S follows consultative style where in mangers
/leaders before taking and implementing any major decision discuss it with its employees. In
this, the mangers/leader organizes a group meeting to know their view point, opinion of
employees and encourage them to give their suggestions for improvement. The right to take final
decision remains with the manger/leader only. This style is ask oriented where the manger/leader
adopts right channel to consults its employees and other people (Mendis, Muttaqi and Perera,
2014) . This leadership style helps M&S to develop loyalty and improve level of dedication in its
workforce as they feel associated and belonged with the firm which develops their trust towards
the enterprise.
Therefore Mark & Spencer follows these styles and approaches to successfully induce its
employees to work with zeal, enthusiasm and coordination to achieve their objectives as per set
standards within specific time frame. However company occasionally switch to implement a mix
of various leadership style. For instance, besides consultative and participative styles firm also
adopt Democratic leadership style depending upon a particular market situation.
TASK 3
P4 Key approaches to operation management and role which leaders and managers play.
M&S is a British multinational retail chain in UK that offers a variety of stylish, branded
clothing apparels with high quality. The other product line of company includes food, home
appliance, furniture, beauty products and other luxury products. Company have an team of
around 2000 suppliers that forms the key components of its efficient operational management.
M&S key competency lies in its strong and dedicated supply chain management that assist in
curbing out its cost and expenditure incurred by eradicating waste in terms of product, process
and techniques. M&S operational management comprises handling three supply chains i.e.
lean ,agile and hybrid. This efficient management benefits company by efficiently delivering
quality products to its end consumer within specif time period by reducing lead time taken in the
process, by designing and implementing innovative tools and techniques that helps in enhancing
productivity and performance of its operational management unit. Mentioned below are certain
approaches that are followed by operational management department of M&S :
Total Quality Management: It is a continuous procedure of detecting and reducing errors or
defects in its production, streamlining its supply chain management, enhancing its consumers
experience and making sure that employees are well trained. It aims at making all parties that are

involved in the process of production accountable for the overall quality of the finished product
or service. M&S by applying approach aims at maintaining and enhancing quality of its goods
and services. For this company concentrates on reducing and eliminating defects and errors in
its manufactured products or services that are been delivered by regularly monitoring each and
every phase of its product development cycle. M&S being an international brand concentrates
specifically in maintaining its brand quality in every product that it manufactures. For avoid
lacking behind from its competitors company on regular intervals revises its technology that is
been used, process that are been manufactured besides timely organizing training and
development programs for its employees to maintain their competencies and proficiency. This
helps company to maintain its market position and fulfill its customer expectations by giving
them top quality products (Moghaddam, Seifi and Niknam, 2012).
Lean Production: Lean production is a process for minimizing or reducing waste from the
manufacturing without sacrificing productivity of the particular procedure. It involves various
methods to eliminate any wastage of resources initiating from designing phase to production,
distribution and all the other associated processes. M&S utilizes this method for eradicatiing
waste which can be explained as anything that does not add on or enhances values of company'
output being it material, process or worker.
Role of Manger
 One of the most important and critical role of manger of m&S is to efficiently allocate
resources to different divisions of an organization. A manger by evaluating the
requirements of each department distributes the limitedly available resources making sure
that they are utilized to the maximum level for generating higher returns (Strande and
Brdjanovic, 2014).
 Another major role played by managers of M&S is that they are responsible for fixing the
deadlines of tasks, to sanction budget for a particular project and to make sure that they
are accomplished as per the pre determined quality standards for giving higher returns. M&S mangers are also expected to play another significant role of being figurehead in
fulfilling various duties comprising attending several corporate functions and ceremonies
on behalf of its team members, to welcome official dignitaries etc.
Role of Leader

 The most important and foremost role of leader in M&S is to set up a vision for its team
and to communicate it to its entire workforce to encourage them to attain it with beast of
their abilities .
 M&S Leaders also plays a major role in developing job satisfaction among its workforce.
It is as they identifies the personal and professional need and aspirations of its team
members and provide them with necessary training to develop their knowledge, skills and
abilities. This helps in building up their confidence to take higher challenges to
proficiently carry put their present as well as future job responsibilities.
 Leaders of M&S also plays other roles like to maintain discipline among employees, to
encourage and inspire them , the role of liaison etc.
TASK 4
P5 Value and importance of operational management in achieving business objectives
Operations management is an effective area of management which is concern with
controlling and designing the production process and redesigning operations of business in the
production of services and goods (Moghaddam and et. al., 2011). It is concerned with
exchanging labour and materials into services and products as efficiently as possible in order to
increase profitability of enterprise. Operational management in the M&S benefited to them to
maximise their performance and profitability within predetermined period of time. There are
different importance of operational management which are explained as below:
Reduce the cost of service and products: Operational management is more essential and
significant part for the M&S to reduce their product ad service cost. It benefited to the
organisation to accomplish long term goals and objectives as well as gain competitive
advantages within predetermined period of time. It will also support them to attract large number
of customers by providing quality in its product and services.
Maximise Revenue through increased customer satisfaction: Operational management
also support the M&S to maximise their revenues and turnover by providing better quality in its
services and goods. It help the organisation to satisfy basic needs and wants of the customers and
achieve better outcomes easily.
Reduce Needs of investment: By maximising the effective capacity of the operations or
transaction and by being innovative in how it apply its physical resources. Further it support

them to increase their development and growth within predetermined period of time. Thus
operational management is useful and essential for the success of organisation at global level.
Improving quality standards: Administrator of Mark and Spencer by using different
tools including like lean management and total quality management that decrease all unwanted
process, characteristic of a goods etc. that outputs in reducing its production cost and
improvement in the product quality. This directly assist an organisation in maximising its
customers base by gathering their necessity of affordable goods.
Gives innovation by building a strong base of knowledge and operation: Operational
management is essential and significant for the business because it give innovation in building
strong base of operation and knowledge. With the help of this concept M&S easily expand their
business operation and activities at different level. Such operation management is significant for
the development and progress of company and benefited them to achieve their long term
objectives and gaols in given time period (Mohammadi and et. al., 2013).
Cooperation among departments: Operation management of Mark and Spencer ensures
a smooth and an effective communication among its different departments and employees. This
support an enterprise in maximising the productivity and efficiency level in its entire operations
and activities thereby leading to punctual accomplishment of its preset objectives and targets.
TASK 4
P6 Factors which impact upon operational management and decision-making
There are mainly two types of factor such as internal and external that highly effects on
decision-making and operational management in a direct or indirect way. Both factors are
determined as below:
Internal factor: It is more essential and valuable factor which impacts on the operation
management and decision making process of M&S. This factor includes some aspects which are
shown as under:
Employees: It is an individual who has different roles and responsibility to maximise
profitability and productivity of company by providing quality in its product and services. This
factor highly effects on the decision-making while recruiting and selecting knowledgeable
people.