Marks & Spencer: Leadership, Management, and Operational Strategies

This report analyzes the leadership and management practices within Marks & Spencer (M&S), a major UK-based retail organization. It begins by examining the organizational structure of M&S and differentiates between the roles of managers and leaders, including their respective functions in planning, organizing, and communication. The report explores how leaders and managers handle various situations, such as fast, stable, and moderate changes in the business environment. It then delves into leadership theories, including situational and contingency theories, and management theories such as scientific and systems theories, evaluating their strengths and weaknesses. The analysis extends to M&S's operational management, focusing on key approaches and the roles of leaders and managers in improving operational efficiency. The report considers the impact of external factors on management operations and provides a critical evaluation of operational management applications, culminating in recommendations for future improvements within the organization.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Marks and Spencer organisation structure..............................................................................1
2. Difference between manager and leader.................................................................................1
3. Functions and role of manager and leader .............................................................................2
4. leaders and managers role in various situations in organisation.............................................3
5. Management and leadership theories......................................................................................4
6. Strengths and weaknesses of above theories...........................................................................5
7. Conclusion and recommendation for future improvements....................................................6
TASK 2............................................................................................................................................7
1.Operation management of M&S and its key approaches.........................................................7
2.Roles and responsibilities of leader and manager in above approaches..................................7
3.Importance of key approaches in operation management........................................................8
4.Improving operational efficiency through leaders and managers............................................9
5. external factors in business environment and their impact on management operations.........9
6.critical evaluation of operation management applications.....................................................10
7.Conclusion and recommendation regarding future improvements in the organisation.........10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Operations management undertakes the production process as well as modifying the
business operations to effectively produce goods and services for the customers. In order to
succeed, organisations need to effectively use this aspect to improve their quality and enhance
their productivity (Ahuja, 2017). The assignment below is based on Marks & Spencer, which is
one of the largest retail organisations in the UK. The report covers the roles of leaders and
functions of managers in the firm. It also includes their roles in different situations arising in the
business. It involves the assessment of different leadership theories and approaches adopted by
the company. A critical evaluation of external environment and strategies to sustain the changes
is also discussed in the report.
TASK 1
1. Marks and Spencer organisation structure
Marks and Spencer deals in clothing, furniture, food products, household items, beauty
products, flowers, wine, gifts, etc. It is British international company which is headquartered in
London. More than 3000 employees are working there. All have different roles and obligations
such as marketing, stock management, layout, etc. Organisation structure refers to the formal
method of business roles and authority relationships which regulate how individuals and
managers act with each other. In Marks and Spencer, the structure which is adopted defines
managerial authority. Its structure has impact of various factors such as leadership styles, size,
macro environment, location, strategic objectives and corporate culture (Burns, 2014). M&S plc
has flat organisation structure as it explains hierarchical structure concept and the potency of the
selected structure on culture influences the organizational performance. Advantage of this
structure is the contacts or relations among employees and customers will be effective and
increase their knowledge.
2. Difference between manager and leader
Manager:- Manager is very vital component in any organisation. They performs various
managerial functions and are obligated for whole or part of the administration. In Marks and
Spencer the managers handles employees and daily operations. They performs various functions
like – planning, organising, directing, controlling, etc. They should have interpersonal skills and
qualities which are necessary to manage organisational activities.
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Leader:- Leader refers to a person who lead and direct an organisation or group and have
great influence on people. They inspire individuals to make efforts to attain desired goal and
objectives (Dekker, Bloemhof and Mallidis, 2012). Leaders are talented and create followers
with their skills and qualities like – charisma, effective communication, skills, qualities, etc. In
Marks and Spencer the leaders motivate employees to accomplish prescribed goals in effective
manner.
Comparison of leader and managers
Basis Manager Leader
Term Management is defined as
wider term,as managers have
more important role than a
leader.
Leadership is defined as
narrow term as, leaders
command and lead in an
organisation.
Role Managers performs various
managerial functions, in order
to attain desired goals.
While, leaders influences
individuals, in order to
accomplish group objectives
voluntarily.
Skills For being a successful
manager a person must posses
good leadership skills.
While, managers skills are not
required for being a good
leader.
Lastly it is concluded that both leaders and managers have different roles in Marks and
Spencer and have great contribution in success of any organisation.
3. Functions and role of manager and leader
Role of manager and leader is very important in an organisations as they assist
organisation in achieving growth and success by achieving goals and objectives (Galindo and
Batta, 2013). Marks and Spencer is a retail company and face many challenges in business
environment because of many competitor companies like – Tesco, Aldi, etc. So both leaders and
manager assist the company in solving these problems by performing various roles and
functions.
Managers functions
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Planning:- It is the first and foremost function of managers in an organisation. It includes
steps which defines how to attain organisational goals. In Marks and Spencer the manager
determines all those steps which are essential to accomplish companies objectives (Gillen,
Jacquillat and Odoni, 2016). It makes various steps which involves inventory, advertising, sales
staff, etc.
Staffing:- Staffing is also one of the main functions of managers. In Marks and Spencer
the manager determine to beef up the staff through selection, recruitment, development and
training. As M&S is a large company it takes HR department help to complete this function.
Controlling:- Controlling is a process which is required to evaluate the achieved
outcome with the desired result. In Marks and Spencer the manager constantly check the
outcome match it with prescribed objectives and take corrective steps to complete the goal or
target.
Roles of leader
Effective communication:- Communication is very important in an organisation to
achieve objectives effectively. In Marks and Spencer the leader should give clear and entire
information about strategies and goals to employees. There should be proper listening between
individuals and team leader, in order to accomplish the goals in the organisation.
Developing strategy:- It is one of the important role of leader in the organisation. In
context to Marks and Spencer the leader must develop strategies and make employees
understand that how to use them in achieving organisational goals. They should guide them and
provide directions to complete the given task (Hillier and Price, 2013).
4. leaders and managers role in various situations in organisation
Managers and leaders are very significant in an organisation. In context to Marks and
Spencer they assist in appropriate decision-making process and make best attempts to
accomplish prescribed objectives in the organisation. There are various situations in business
environment which occurs according to the customer requirements or changes such as fast,
moderate and stable changes. In that case the leaders and managers are obligated to to handle the
situations in effective manner. They should have capability to utilise the opportunities and
creating a competitive advantage.
Fast change:- Fast changes are those which occurs speedily and in this condition the
manager and leader are not able to consider employees ideas, views and opinions. In context to
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Marks and Spencer they should handle the situation on their basis. As they have minimum time,
then individuals can be motivated in the organisation by considering and utilising technological
advantages like – online fund transfer, automatic billing, etc.
Role of leader and manager
They must be updated and keep their employees aware about these changes and how to deal with
them. They make appropriate efforts to make individuals flexible and adapt the changes.
Stable change:- Stable changes are those which remains constant for a long time and
occurs rarely at a slow pace. In Marks and Spencer, these changes involves policies, rules and
regulations, system changes, etc. In these situations the manager and leader must evaluate the
demand and market, in order to determine the changes.
Managers and leaders role
They should communicate properly with employees to handle these conditions and create
changes as according to the requirements. They should maintains good relations with suppliers
for receiving orders at time.
Moderate change:- Moderate changes refers to those changes which are not considered
as big changes but a little bit. In context to Marks and Spencer these changes involves applying
cultural changes, major strategic changes, etc. This change is required to prevent intense impact
on business (Jacobs, Chase and Lummus, 2014).
Role of leader and manager
In such situation the leader and manager must take appropriate decisions related to all these
factors. They should make changes according to the customer requirements and apply them at
broad level in the organisation.
5. Management and leadership theories
Leadership theories
Situational theory:- This theory explains that there is no appropriate style of leadership.
In context to Marks and Spencer it determines that the style is selected according to the situation
of the task. It involves three types of style – democratic, laissez and authoritarian. The leader
can use all these styles for different situations in Marks and Spencer. It assist in determining
effective style of leadership and increase organisational productivity.
Contingency theory:- This theory help in identifying unexpected events and how they
influence the business. In Marks and Spencer it help leaders in preparing employees to handle
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problems occurred due to unanticipated happenings in the business environment. It also assist in
developing strong relations with subordinates or managers. It will increase business profits and
make it more productive.
Management theories
Scientific management theory:- The scientific management theory was developed by
Fredrick Taylor. This theory assist organisation in becoming more effective with the help of data
and measurements. In context to Marks and Spencer the managers extract information through
analysing and observing systems in numerical form which in turn help in running business
efficiently and achieving profits (Kato, NEC Corp, 2012).
Systems theory:- Systems theory determines how various systems impacts employees
and how workers influence the systems in the organisation. In context to Marks and Spencer this
theory help mangers to analyse events and structure in the organisation, as an administration
consists various parts which collaborate together to accomplish desired goals. It assist in
coordinating programmes for attaining common goals or personal goals.
6. Strengths and weaknesses of above theories
Situational theory of leadership
Strengths Weaknesses
Situational theory can be easily understand by
others, as it is practical.
It is not able to define how commitment is
abstracted according to the theory.
It concentrates on leaders flexibility, in order
to match the leadership style with the
subordinates requirements.
It fails in dealing with definite demographic
characteristics.
Contingency theory of leadership
Strengths Weaknesses
This theory has extend the leadership scope
through concentrating on effective style of
leading.
The contingency theory is reactive in
environment.
It provides information about leadership styles
which help organisation in processing leading
It presents troubles in perception testing, as it
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visibility for human resource planning. is complex.
Scientific theory of management
Strengths Weaknesses
This theory helps in making optimum
utilisation of resources with scientific
techniques.
It declines human factor, as it stimulates
employees to perform for monetary purpose.
It develop better personnel through training
and scientific selection.
It only concentrates on individual performance
and ignores group efforts.
Systems theory of management
Strengths Weaknesses
It assist organisation in accepting changes in
environment.
This theory cannot be applied in smaller
organisations, because it determines that
organisations are complex or big.
It concentrates on attaining both organisational
and individuals goals.
It results in time lag in decision making.
7. Conclusion and recommendation for future improvements
Conclusion
From the above discussions it is defined that managers and leaders are vital component in
Marks and Spencer. Further they performs various roles and responsibilities in the organisation.
They assist in managing different situations in the business environment (Omansky and Kanner,
Autodesk Inc, 2014). Theories of leadership and management are used in organisation according
to situations and requirements.
Recommendation
In context to Marks and Spencer democratic style of situational leadership will be
effective as it will encourage employees and make them more creative. Further the manager
should make appropriate planning and perform other functions to accomplish organisational
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objectives. On the other hand the leader should provide direction to workers for improving team
performance and efficiency through communication, motivation, coordination, etc.
TASK 2
1.Operation management of M&S and its key approaches
Operations management involves all business practices which are required to maintain
high production level and productivity in the administration. It refers to transformation of raw
materials and workers into processed products and services (Parsanezhad and Dimyadi, 2013). In
Marks and Spencer the leader and manager performs different roles and responsibilities, in order
to accomplish prescribed objectives. Different approaches used by the organisation are explained
under.
Six sigma:- The six sigma approach involves modification in quality of products through
detecting and determining the errors in production and business. In context to Marks and Spencer
the manager and leader can use different tools of six sigma such as – empirical management,
statical method, quality management method, etc. by providing information about these
techniques to employees and implementing them in the organisation. It assist organisation in
constant improvement, reliable decisions and ensuring products quality.
Lean production:- Lean production is an approach to improve quality and reducing
waste of resources. In context to Marks and Spencer it provide advantages because it help in
production by making optimum utilisation of resources by minimising wastage. The managers
and leaders can use this approach for systematic and effective production in the organisation.
One of the benefit of lean production is it will increase sales and profitability and assist in
keeping good quality of products (Peng and Lai, 2012).
Total quality management:- It is one of the approaches of operation management which
detects, eliminates and minimise mistakes in manufacturing process and assures long term
growth through customer satisfaction. In Marks and Spencer the leader and manager use this
approach to amend processes, products and services of their business, in order to increase profits.
It help in reducing errors in production and maintaining quality of goods through integrated
system, process-cantered, total employee involvement, communication, continual improvement,
strategic approach, etc.
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2.Roles and responsibilities of leader and manager in above approaches
Along with different roles and responsibilities the leaders and mangers have also some
obligations regarding approaches to management in the organisation. In context to Marks and
Spencer their roles are described here.
Managing and leading people:- In M&S the leader should provide clear purpose and
goals, in order to implement the approaches in the organisation. They should communicate
properly with workers and allocate their work (Prahlad and Pawar, CommVault Systems Inc,
2013). While the managers should help in delegating responsibilities to superiors and monitor
performance of individuals and take corrective action if it requires.
Managing resources:- In M&S the leader is responsible for managing resources at small
scale. They should determine ways to increase organisational efficiency through applying
management approaches. The managers should ensure that there should be effective utilisation of
resources and manage the financial terms of team.
Managing knowledge or information:- The leader should implement easy techniques to
solve problems and make appropriate decisions in Marks and Spencer. Further the managers
should provide proper information and take decisions with the help of received knowledge. They
should also set up effective communication and management information systems in the
organisation to apply the management approaches and increase productivity.
3.Importance of key approaches in operation management
Key approaches to management assist organisation in improving their products quality
and increasing profits and productivity level. In Marks and Spencer it is obligated for overall
prospect of creating products and services. It manages resources like – machines, materials,
people, technology and produce products according to the customer requirements.
Boosts revenue:- The key approaches to management provides customer satisfaction.
Along with this it assist in boosting revenue in the organisation (Subramanian and Ramanathan,
2012). In marks and Spencer the total quality management approach increase profits through less
inputs and more output. It help in maintaining productivity at high level with the help of
appropriate inventory management and minimum wastage.
Financial benefits:- Lean production determines that minimum wastage refers to less
moving, less transport, less space, less waiting and minimise variations in the process. In Marks
and Spencer one of its advantage is it provides monetary benefits. The manager and leader can
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establish this method in proper way by considering its principles and can achieve financial
advancements in the organisation.
Quality improvement:- As there are many advantages of various of different approaches
to management. They also assist in quality improvement. The six sigma approach is a method of
reducing errors in production process. In context to Marks and Spencer it help in rising business
processes and maintaining effective quality of products or services.
4.Improving operational efficiency through leaders and managers
In the modern business era organisations and concerns intensify at so much fast pace as
they make efforts to achieve more in minimum time. In Marks and Spencer the managers and
leaders can improve efficiency by various measures.
The leader and manager should concentrate on all those components which are important
for the customers and the organisation. They should ensure that daily plans and strategies must
be prepared according to the desired objectives and customer requirements. They should capture
the market, analyse consumers feedback and convert them into central metrics. It help in making
organisational operations more effective and increase productivity. The leaders must
concentrates on improving efficiency through proper utilisation of resources and contributing
towards the complex clients service metrics and facts. In Marks and Spencer efficiency can be
attained through considering the above factors.
The best results get from constant progression for the desired targets or objectives. The
leader and manager should establish effective method of efficiency measurement to escort
continuous improvement. In M&S they can use action plans, SWOT analysis, balanced
scorecards and another tools, in order to measure efficiency and performance improvement of
both individuals and organisation.
5. external factors in business environment and their impact on management operations
It is necessary for organisations to consider external environment before taking any major
decisions. Leaders and managers must undergo a detailed analysis of the external pointers that
have an impact on the organisation. These factors are mentioned below:
Political:- The most important external pointer having an impact on decision-making is
the political scenario of the country in which the company operates. Leaders and managers at
M&S must consider the political environment of the United Kingdom. Post-Brexit, the
environment has become unstable and the policies of the government has been very strict on
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larger organisations (Zeng and et. al., 2013). This requires the firm to modify its operations in
alignment with the political situation of the country.
Economical:- The value of pound sterling has suffered a major drop. This is not a good
sign for any business as big as M&S. Moreover, there has been a rise in unemployment by
closure of many multinational companies. This factor can be an opportunity as well as a threat
for the firm.
Social:- Socially, the people of the UK have been very concerned regarding the clothing
and food they consume. This factor must be a major source of consideration for M&S.
Technological:- The UK has been technologically ahead of most of the developed
countries. M&S could use this as an advantage to enhance its sales and customer base in the UK
market.
6.critical evaluation of operation management applications
It is very important for M&S to evaluate the effectiveness of the management operations
of the firm to work according to the external environment. The management operations of the
company could effectively align the activities according to the political and economical
environment of the country. Socially, the people need the firm to produce products for younger
generations too. Operations management of the firm has been insufficient in tracking this market
need. Technologically too, the firm uses standard production methods which could hinder its
production level as well as quality of its products.
7.Conclusion and recommendation regarding future improvements in the organisation
It can be recommended that the firm introduces policies that help to hire skilled
employees who are unemployed. Moreover, the firm must lower the cost of its product and
introduce diversification to enhance the customer base in the UK market. To enhance the
production capacity and the quality, the firm must use technologically advanced techniques and
equipments that add to the value of products and enhance the profit margin of the firm.
CONCLUSION
It can be concluded, that managers and leaders play prominent roles in functioning of an
organisation. They are required to take effective actions and use their roles and functions wisely
during different situations to effectively manage the business. They have a wide impact in the
organisation and are essential elements for a business organisation. Operation management is
crucial for the company to sustain the competition and dynamic environment. Lastly, managers
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