An Analysis of Leadership and Management in Marks and Spencer

This report provides a comprehensive analysis of leadership and management practices within Marks and Spencer (M&S). It begins by examining the organizational structure of M&S, highlighting its flat structure and consumer-driven culture. The report then compares the roles of leaders and managers, detailing their respective responsibilities in implementing policies, monitoring business activities, and providing training. It further explores the functions of managers, including planning, organizing, and controlling, alongside the roles of leaders in motivating employees and building morale. The report delves into how leaders and managers handle different situations within the organization, such as stable, moderate, and fast-changing environments. It also discusses various leadership and management theories, including management by objective, classical management, behavioral theory, situational theory, and systems theory, evaluating their strengths and weaknesses and their impact on the organization. Finally, the report addresses key approaches used in management operations, the roles of leaders and managers in these approaches, and the importance of operations management in achieving organizational objectives, concluding with recommendations for future improvements.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
1) Organisation structure of Marks and Spencer....................................................................3
2) Comparison of leaders and managers roles........................................................................3
3) Leaders roles and managers function.................................................................................5
4) Roles of Leader and Functions of Manager in Different Situations in Organization........6
5) Leadership and management theories................................................................................7
6) Strengths and weaknesses of leadership theories...............................................................8
7) Leaders and managers impact on the organisation............................................................9
TASK 2 ...........................................................................................................................................9
1) Key approaches used by management operations..............................................................9
2) Role of leaders and managers in different approaches of management operations.........10
3) Importance and Values of operations management in Achieving Organizational Objectives
..............................................................................................................................................10
4) Evaluation of Managers and Leaders that can be Effective in Improving Operational
Efficiencies of M&S.............................................................................................................11
5) Impact of External Environment Factors on Operational Management and Decision Making
..............................................................................................................................................11
6) Critical Evaluation of the Application of Operations Management.................................12
7) Conclusion and Recommendations for future improvements.........................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Management operations refers to those practices of a business which helps in creating
advanced level of productivity in the organisation. It is the process of converting raw materials
and workers into products and services effectively, in order to attain prescribed goals. It involves
organising, planning, supervising activities in the organisational context such as –
manufacturing, production and providing services (Ahuja, 2017). It is concerned with
scheduling, value chain analysis, process analysis, inventory management and implementation.
Marks and Spencer a British company which deals in household products, food items and clothes
has been taken in this report for study. Roles of leaders and managers and their comparison is
also explained. Leadership approaches and theories are mentioned in this project. Along with this
external factors in business environment and their impact on organisation is also discussed
above. Management operations and its approaches which are essential for improving efficiency
are all explained in this report.
TASK 1
1) Organisation structure of Marks and Spencer
It is a British international company established in 1884 which is headquartered in
London. Around 3000 employees are employed in the company and 60,000 + workers work in
the company's stores. They perform different organisational functions such as – stock
management, layout, maintaining accounts, marketing, etc. The company sells different products
like – furniture, clothes, flowers, food, gifts, wine , beauty items, etc. The company has also its
dealership outlets all over the world. The company follows flat organisation structure . Between
front-line workers and administration level its management level is limited. Following this type
of structure help employees in making effective decisions. It has consumer driven culture. This
type of culture helps company in improving market research, consumer service, training and
appointing right employees. It has its own culture, assumptions and beliefs.
2) Comparison of leaders and managers roles
Manager:- In organisations managers are essential, as they handles a part or whole of
the business. Managers can be a company's in charge and manage the entire operations of firm in
some exceptional cases. They performs managerial roles at primary level. A manager has power

to appoint, fire, monitoring attendance, and discipline in M&S. Managers are at different levels
such as – top, middle, and lower level (Brandenburg and et. al., 2014).
Leader:- Leader has important role in developing teams and individuals. Leader is a
person who have great influence on people and motivates individuals to attain goals effectively.
A leader must be committed deeply with the goals, in order to influence followers to achieve
desired objectives in M&S. They have superior position and are capable of visualizing
organisational targets.
Roles of managers
Implement policies- In Marks & Spencer, Managers needs to implement strategies and
policies by engaging their employees so that the staff stay update with the policies and strategies.
Monitor business activities- Managers of Marks & Spencer needs to monitor the
performance of their employees for making improvement when the employees lags behind. It is
helpful in tackling with the problems effectively (Drake and Spinler, 2013).
Provide training- The managers also needs to provide training to the employees of Marks
& Spencer for performing their roles in an efficient manner.
Roles of leader
Solicits support- Leaders of Marks & Spencer requires the coordination from the
members. This support came from personality, maturity, experience and intelligence which is
helpful in providing effective results.
Supportive- Leaders of Marks & Spencer must requires to support their members for the
issues they are facing in their working. It will positively impact the thinking and mindset of the
employees for enhancing their performance.
Encourage team building- Main role of leader is to encourage and motivate their
employees. Through this motivation, workers can support and coordinate with each other in an
effective manner. Through this, trust of the employees can be gained by leaders which will
develop the positive impact on mind of consumers.
Characteristics of leaders and managers of Marks & Spencer
Communication- It is very important for managers to effectively interact with their
employees. In Marks & Spencer company, managers must interact with their workers to motivate
and encourage them for increasing their level of performance and efficiency (Gimenez, Sierra
and Rodon, 2012).

Leadership- For an effective leader and manager, they needs to lead their workforce in a
proper way. They needs to provide guidance and support to their workers for performing with
required efficiency to execute their task in an efficient manner.
Confidence- It is very essential for the managers and leaders for getting the support from
their team members. The managers and leaders needs to be confident in their taken decisions in
order to convince the team members to move forward for achieving their goals.
3) Leaders roles and managers function
Managers functions:- Managers have different functions – planning, directing,
organising, controlling, etc. some of them are discussed under:
Planning:- First function of a manager is planning which involves deciding future plans
and strategies to achieve desired goals in the organisation. It consists policies, communication,
budgets, standards, etc.
Organising:- It is a process to allocate resources and distributing activities. It includes
determining actions, delegation, giving responsibilities, etc. In context to Marks and Spencer it is
the second function performed by manager (Choi, Cheng and Zhao, 2016).
Leaders roles:- Leaders have various roles , as they plays essential role in developing
team and employees in the organisation. Some are explained under:
Motivating employees:- One of the main role of leader is to identify individuals wants,
needs and appreciating them for what they done. The leader motivate employees by providing
clear paths, in order to attain desired objectives.
Building morale:- It is also one of the important role of a leader to encourage employees
for working together to attain common objectives. An effective leader will always appreciate
individuals for their work. In M&S praising them for their performance will help in building
morale.
4) Roles of Leader and Functions of Manager in Different Situations in Organization
Marks and Spencer is a type of public limited retail industry. It is British multinational
organisation in all around the world (Ghiani and et. al., 2014). In a firm, there are different
situation arises which affect the organisational activities. M&S deals in retail sector through
which it has to face various challenges such as change in taste and preference of consumer,
technological changes, government policies, market trends etc. All these situations make a large
impact on profitability and sustainability of an organisation. Managers and leaders of M&S play

important role to enhance performance of company in different situation. Some situations are
discussed as under:-
Situation 1 (Stable Situation)
It refers to those situations which remain unchanged for long time period. In M&S stable
situation is related with performance appraisal, company policies etc. these situation are changes
on daily basis. Managers and leaders of M&S have to analyse performance of employees on
yearly basis (Gillen, Jacquillat and Odoni, 2016). Managers and leaders play different role and
function to deal with stable situation. Which are as follows:- Role of Leader- In stable situation, leader play an important role to motivate employees
and enhance their productivity and efficiency to perform a task. They give actual
information regarding the policy of performance appraisal of employees.
 Function of Manager- Important function of managers to deal with stable situation is to
make an effective policies or strategies of performance evaluation. Apart from this, they
also develop and improve the policies of M&S.
Situation 2 (Moderate Situation)
Moderate situation refers to nigher fast nor small changes in situation. It includes
changing in taste and preference of consumers. Mark and Spencer produce women, men and kids
wear, home and beauty products etc. So, as per current market scenario, there is changes occur in
fashion trends and demand of customers which make impact on organisational performance and
its effectiveness. Role of Leader- Leaders play an essential role to analyse market condition and demand
of customers. It helps an organisation to keep better relation with consumers and retain
long run sustainability at marketplace (Giuliani and et. al., 2015).
 Function of Mangers- Managers have different functions in organisation like planning,
organizing, commanding and controlling etc. But in moderate situation, manager of M&S
organising the research activities to determine market trends and preference of
consumers.
Situation 3 (Fast Changing Situation)
In a business enterprise fast changing situation includes technological changes such as
updates in mobile applications, innovate technologies etc. mobile application is one of the
important technology for M&S which affect productivity of an organisation. Some employees

don't have proper knowledge of innovative technology. So, in order to deal with this situation
managers and leaders play different roles and functions which are as follows:- Role of Leader- In this situation, an important role of leader is to provide training and
appropriate guidelines to workers about how to operate technologies in performing
business activities. It helps to improve productivity of a firm which helps to gain
profitability and sustainability of a business association (Muller, CommVault Systems
Inc, 2014).
 Function of Manager- Main function of manager to deal with fast changing situation is
to develop coordination among all employees. They provide proper knowledge of
technology and build a team for work in coordination and enhance the problem solving
skills.
5) Leadership and management theories
Management theories
Management by objective:- The management by objective theory is simple. According to
this theory employees having right on achieving their objectives are more valuable and make
efforts to attain goals and success in the organisation. In context to Marks and Spencer, applying
this theory by managers of firm will motivate employees to take possession of their objectives
and accomplish their part of objective.
Classical management theory:- Classical management theory is supported by the belief
that employees have only economic and corporal needs. It does not involve job satisfaction,
social needs but advocates labour specialisation, profit maximisation, decision making and
centralised leadership. In context to Marks and Spencer it provides clear information to
managers about employees responsibilities and tasks and increase their productivity.
Behavioural theory of management:- Behavioural management theory is concerned with
determining employees motivation and behaviour. It relies on the concept that managers will
interpret human features to employees and treat them as vital components, in order to attain
desired goals. In context to Marks and Spencer this theory will assist the managers in feeling
workers special and encourage them to achieve desired goals.
Leadership theories
Situational theory:- According to these theories leaders select best strategies by
considering situational variables. Various leadership styles are more effective for taking different

decisions. In Marks and Spencer if a elder is very talented, in such situation authoritarian style
will be more effective. Democratic style will be most appropriate when team members have
expert skills.
Systems theory:- The system theory provides a structure to interpret and present
phenomena and realities. The theory was developed by Dr. Ian Macdonald. It helps in
understanding individuals behaviour using different tools. In context to Marks and Spencer the
leaders should provide solution to problems, in order to maintain healthy surroundings in the
organisation (Mahadevan, 2015).
Contingency theory:- These theories concentrates on specific variables of environment
which anticipates the best suited leadership style for various situations. It assumes that there is no
best style for any condition. In M&S according to this theory success will achieve through
followers qualities and situational aspects.
6) Strengths and weaknesses of leadership theories
Situational theory:-
Strengths Weaknesses
It is practical, individuals can understand easily
and apply it to different contexts.
According to this theory it is difficult to define
conceptualisation of commitment.
It concentrates on leaders flexibility. It can't determine how to deal with some
demographic traits.
Systems theory:-
Strengths Weaknesses
This theory concentrates on attaining both
individuals and organisational goals.
It is not practical and results in detainment of
decision making.
It helps organisations in accepting changes in
the environment (Nielsen, Chambers and Farr,
CertusView Tech LLC, 2014).
Small organisations can't apply this theory
because it assumes complex systems.
Contingency theory:-

Strengths Weaknesses
It gives important information about leadership
types.
It is criticised, as it fails to elaborate
individuals effectiveness according to different
situations.
Information gathered from this theory helps to
develop leadership visibility.
It is criticised subacute it can't provide
solutions for situation such as mismatch in
different conditions in the organisation.
7) Leaders and managers impact on the organisation
Leaders and managers both plays essential role in the organisation. In M&S leaders and
mangers will help in attaining desired goals of both firm and individuals. Managing operations
effectively is manager's responsibility by using different leadership styles according to various
situations. In context to Marks and Spencer, these theories will help the managers and leaders in
manipulating employees for enhancing their performance and effective measures can be used to
encourage them. It the duty of leader to determine individuals skills, qualities and assign
responsibilities to them according their interests and qualifications. Recommendation in
organisational context is – using innovative technologies for employees training and
development will help in improving their performance and efficiency. Along with this leaders
must motivate team or groups to obtain desired targets and achieve great success.
TASK 2
1) Key approaches used by management operations
Key approaches of management involves designing and controlling production activities
and redesigning business operations. It includes different approaches:
Total quality management:- This approach involves detection, elimination and
reduction of errors in production ensuring that giving appropriate training to individuals and
improving their performance. It is an approach which solicits quality and performance
improvement to meet consumer expectations. In context to M&S the company should participate
in process, product and service betterment to earn high profits. Leader will play a very crucial
role in implementing the TQM process by developing and delivering the long term training and

development necessary for effective functioning. Managers are responsible for analysing
thorough research and planning as implementing TQM requires greater amount of knowledge
and managers are also accountable for allocating the budgets at the start of every financial year.
Just-in-time:- It helps management to reduce various inefficient processes – stocking,
unloading, loading, storing, carrying, etc. and gives permission to individuals to foresee all those
activities which is essential for the organisation. In just-in-time approach production takes place
according to demands ate specific level. In context to Marks and Spencer this approach will help
in decreasing wastes and improving productivity (Ravindran, 2016). Leaders will be accountable
in implementing the strategies for designing products, eliminating waste, etc. Manager will be
responsible in monitoring the activities of just in time so that to ensure that work is carried out as
per the plans.
Six sigma:- This is an approach to improve business performance. The sigma represents
standard deviation of population which is variations measurement in data gathered for processes.
It is a measurement plan for process improvement and consumer satisfaction. In M&S this
approach will reduce variations in systems which provides consonant and desired results.
Implementation of six sigma depends entirely on leader as entire organisation and all its process
will be channelised towards identifying and improving its processes. Managers are accountable
for creating and fostering an environment which will set the targets for employee success. It their
duty to analyse the multiple errors associated with six sigma implementation and take corrective
actions.
Lean manufacturing:- Lean manufacturing is a process which concentrates on
increasing productivity and reducing wastes in manufacturing systems. It is also called lean
production. It means working more with minimum efforts. In context to M&S it will eliminate
wastes in production and improve profitability. The role of leader will be to lead the operational
change to enhance the value stream using the same or reduced resources. Manager will take the
necessary steps in continuous improvements for making future better. They will implement such
strategies which will enhance the involvement of employees and develop customer orientation.
2) Role of leaders and managers in different approaches of management operations
According to different approaches of operations in management leaders and managers
have various roles. In M&S leaders should build the measurement of activities for the strategies
and provide help at every level of organisation. It must ensure optimum utilisation of resources

and reduce wastes in production. They should ensure that all workers have their own
responsibilities and everyone is performing effectively or not. Supervision of machines is also
essential which are used for manufacturing products. The leader should drive all the approaches
in effective manner. While, managers should ensure effective production process improvement.
They should maintain better relations with suppliers, in order to receive effective quality
products. They should determine demands in the market and place order by considering
appropriate quantity or quality of products. Along with all these roles, in M&S the manager
should aware all the employees about the project in the organisation.
3) Importance and Values of operations management in Achieving Organizational Objectives
Operations management is a process of designing and monitoring the production activity.
It is concerned with planning and supervising of different services related to manufacturing of
goods and services. It is essential for Mark and Spencer to get better outcome after providing
quality goods to consumers. There are different significance of approaches of operation
management in achieving goals and objectives of Mark and Spencer. These are discuss as
follows:-
Improve Overall Quality- TQM approach of operation management is important for
M&S for continuous improvement in overall quality and productivity of a firm which ultimately
helps to attain goals and objectives of an organisation. It also minimize wastage and enhance
optimum utilization of available resources which reduce cost and improve productivity
(Rosemann and vom Brocke, 2015).
Beat Competition- If a firm adopt the approaches of operation management then they get
advantage from competition. TQM, Just in time, six sigma etc are important for M&S to gain
profitability and sustainability for long run in market.
Small Investment Required- Just in time approach of operation management is important
for an organisation to achieve their objectives because it does not need more fund for investment
so small companies can easily adopt this approach. It also need warehouse for storage of stock
because it take manufacture product as per the requirement of customers.
Proceedings of raw material into finished products- Important function of operation
management is to converting of raw material into finished goods. In context of Mark and
Spencer, it helps to analyse demand of raw material which need to produce goods. It helps a
company to meet with objectives by manufacturing quality product for their potential customers.

Fayol's five functions of management
Fayol was the first theorist to define the functions of management and they are discussed
below:-
 Planning : This function will help managers to plan future programs, strategies and goals
for the organization. Thus, it will help them to evaluate the future occurrences of the
organization and develop strategic and operational landscape.
 Organizing : Manager will be responsible in organizing the workforce in an effective and
efficient manner. They will also train the employees and recruit the right people for right
job in the company.
 Commanding : This is useful in giving clear orders and working instructions which will
help employees to know that what is exactly required to do. They are capable for
motivating a team and encouraging employees to take initiatives.
 Coordinating : When all activities are consonant, the organization will work better.
Therefore, coordination aims at stimulating motivation and discipline in employees.
 Controlling : This will help in evaluating whether everything is going as per the decided
plans or not. It is the responsibility of the manager to analyze and report deviations from
plans and objectives.
4) Evaluation of Managers and Leaders that can be Effective in Improving Operational
Efficiencies of M&S
Managers and leaders can be more effective in improving the efficiency of operational
management in order to meet organisational objectives. Some points are describe as under to
determine the evaluation of managers and leaders in effective performance:-
Clearing Labor Redundancies: It is more effectual for a leader of an organisation to get
rid of whole unprofitable hierarchical spots that are existent in lower level of organisation
structure (Schönsleben, 2016). At the time of evaluating performance of employees leader can
take decision regarding employees contribution in achieving objectives and improving
efficiencies of Mark and Spencer. Leader also communicate about purpose of firm in direct way
which is important to support and maintain productivity of operational management.
Creating Incentives Programs: It is an important technique that a manager require to
impose in order to increase efficiency level of operational management. It is work as a
motivation given to employees to perform better task in effective and efficient manner. It is

beneficial for Mark and Spencer to improve productivity of employees which ultimately helps to
achieve organisational objectives.
5) Impact of External Environment Factors on Operational Management and Decision Making
PEST Analysis is a primary component of external environmental factor of a firm which
make large impact on operational administration of M&S and decision making process of
managers and leaders (PEST Analysis, 2018). Explanation of PEST analysis and its impacts are
discussed as follows:-
Political: Political factor refers to the rules and regulation made by government which
affect business policy. In context with M&S, this factor make impact on operational activities of
a firm because it decline the sourcing cost because of free trade policy. Brexit is a important
entailment for an organisation. It helps to make effective decisions to impose policies about
business activities in company which make direct impact impact on their productivity.
Economical: Economical factor include national income, GDP, interest rate, foreign
exchange rate etc. M&S need to evaluate complete analysis of economy condition of a country.
Through which, they have to concentrate on population and their demands. It affect operational
management of a firm because company have to produce goods as per demand of customers
which increase cost as well as profitability.
Social: In Marks and Spencer, this factor is primarily related to social norms, culture and
tradition which influence the buying behaviour of consumers. In an organisation there are
different kinds of employees who belongs from different social groups. So, at the time of making
decision manager involve their employees to generate different ideas to identify customers needs
which is based on society.
Technological: Technological factor make impact of decision making process of Mark
and Spencer. Managers and leaders have to decide to implement advance technology to improve
productivity and efficiency of a firm. But some worker don't have proper knowledge of
innovative technology so, managers decide to conduct training program to improve skills of
employees.
Corporate social responsibility : It is in simple words is a responsibility of how
companies negotiate their processes to produce an overall positive impact on society. It screens
sustainability, social impact and ethics, etc. It is a self regulating business model that helps a
company to be socially answerable.

Business ethics : These are the protocols which are necessary in every organization.
These helps in preventing the unethical practices like harassment, injuries, molestation, etc.
taking place at workplace. Thus, it further ensures the safety and regulations of laws relating to
the employment benefits.
Stakeholders : They are the people associated with each and every activity of the
organization. They have a strong influence on organization like customers are most important
stakeholders and dissatisfied customer can harm the profitability and goodwill of the
organization.
6) Critical Evaluation of the Application of Operations Management
Operational management is one of the important feature for Mark and Spencer in order to
defeat effect of external environmental factor. Company have to follow rules and regulations
made by government which helps to improve their brand image and reduce the impact of
political factor. To decline an impact of economical factor, firm should have to pay tax on time
and contribute in growth national income. Apart from this, company should provide best quality
goods and services to there customers at reasonable price which decrease the impact of social
factor. M&S also have to conduct training and development program to improve skill and
knowledge of employees about advance technology (Schwarz, Hall and Shibli, 2015).
7) Conclusion and Recommendations for future improvements
Conclusion
As per the above discussion, it has been conclude that with the use of advance
technology, organisation can provide quality products and services to their customers very fast. It
support an organisation to improve their productivity and enhance knowledge and skills of
employees.
Recommendations
There are following suggestion which helps in future improvement of business activities.
These are given as below:-
 M&S have to provide training to their workforce to improve their knowledge and skills.
 Company have to adopt advance technology to gain profitability and sustainability for
long run.
 Organisation should adopt digitalisation to meet current as well as future improvement.

CONCLUSION
From the above mentioned report it has been concluded that operation management an
important factor for growth and success of a firm. Managers and leader play different roles to
contribute their efforts in achieving goals of a company. There are different situations arises in a
firm such as stable, moderate and fast which affect business activities. Key approaches of
operation management is used by an organisation to improve overall quality and productivity.
Along with this, every firm has to analyse external environment i.e. PEST which impact on
business performance and purpose to overcome these impacts in decision making process by
managers and leaders of a company.

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