Comprehensive Analysis of Leadership and Management at M&S

This report provides a comprehensive analysis of leadership and management practices within Marks & Spencer (M&S). It begins by defining and comparing the roles and characteristics of leaders and managers, highlighting their distinct responsibilities and contributions to the organization. The report then explores the roles of leaders and the functions of managers in various situational contexts, emphasizing their collaborative efforts in driving innovation, managing change, and achieving business objectives. Furthermore, it delves into different leadership theories and approaches, such as situational leadership, and assesses their effectiveness within M&S. The report also examines key approaches to operational management, the importance of operational management in achieving business goals, and the factors that influence operational decision-making by leaders and managers. Through its analysis, the report offers valuable insights into the interplay between leadership and management in fostering organizational success and adaptability within a dynamic retail environment.

Management
&
Operation

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Definition and comparison of different roles and characteristics of a leader and a manager
................................................................................................................................................3
TASK 2 ...........................................................................................................................................7
P2 Role of leader and function of manager in various situational context.............................7
P3 Theories and several approaches of leadership.................................................................8
TASK 3 ...........................................................................................................................................9
P4 Key approaches to operation management and role which leaders and managers play. . .9
P5 Value and importance of operational management in achieving business objectives....10
TASK 4..........................................................................................................................................10
P6 Factors which impact upon operational management and decision-making by leaders and
managers...............................................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
In the recent time operations and management has gained immense recolonization due to
consumers awareness for quality. These two functions supplements various other activities of a
firm. Management could be defined as procedure of attaining firm's objectives by working
through and with individuals and other resources. Operations on other hand is the
administration of various business processes so that highest level of efficiency could be
maintained within a firm (Anghileri and et. al 2012). It involves conversion of raw material and
labour into quality products and services to earn maximum profits through customers
satisfaction. M&S is a British transnational brand established in 1884 with its base in London. It
deals in clothing, food products, home products etc. The report will discuss about contrasting
yet conjoining roles and functions of managers or leaders along with its application in context to
firm. Further it will provide explanation of several theories and approaches used by leaders and
various factors that affects operational management and decision making.
TASK 1
P1 Definition and comparison of different roles and characteristics of a leader and a manager
M&S is a leading and one of the largest brand in retail sector. It specialize in apparels,
luxury food items, beauty and skin care products, home products, furniture etc. It has its around
1035 outlets in more than 30 countries across the world which generates revenue of 9.60 billion
pounds every year. M&S is well known for its efficient management which is is manged by a
proficient team of more than 84939 employees and 2000 suppliers round the globe that work
together to maintain company's position and market share.
M&S applies flat structure where in organization has no hierarchical levels. M&S have
different divisions each having one head and manger that controls the administration along with
one executive management as final top authority. Thus, there is smaller scalar chain between
management and front line staff (Bainton and et. al., 2011). This structure assists company to
reduce bureaucracy and to encourage its employees to be more confident and skilled by
providing them authority to make decisions. In recent time M&S introduced new committee with
four executive’s directors that are to mange firm's four major departments i.e. food, women wear,
beauty and cosmetics and international business operations.

Manager: A manger is an individual who is accountable for uniting efforts of its employees
and to provide them right direction and guidance for attaining firm's objectives. A manger is also
liable to carry out various functions like planing , organizing, commanding, controlling etc.
Leader: A leader is a person who is capable of influencing and inspiring its fellow employees
and team members to work with enthusiasm and zeal with their full efforts for successful
completion of assigned tasks (Chen, Wu and Fu, 2012).
Illustration 1: Organisational Structure M&S
Source: Organisational Structure M&S, 2016

Role of manager
Decisional Role: Under decisional role, managers of M&S are expected to undertake
roles and responsibility of an entrepreneur i.e. to be a creator and innovator. Also, he carries out
other major functions like allocating of human, physical and finance resources to various
departments. And to negotiate on behalf of firm with outsiders and inside workforce on various
issues like on conditions of employment, for attaining facilities of business expansion from
government etc.
Interpersonal Role: Another important function of M&S mangers is to maintain
coordination and cooperation with its staff by providing them guidance related to their work.
The mangers also encourages their employees to have confidence in their capabilities and to
take higher challenges and responsibilities. They are also expected to act as figureheads by being
proactive in modifying course of their action in relation to changes occurring in market dynamics
(Goor, Kelman and Tilmant, 2010).
Characteristic of Managers
 Mangers of M&S are expected to be well organized. They are to capable of making a
systematic plans, schedules, inventory and department budgets so that goals could be
achieved with efficiency,higher returns and maximum outputs. Another requisite characteristics of mangers of M&S is to have problem solving skills.
They are to have ability to deal with various issues whether it is related to employees,
customers or any business matter they are to take ethical approach for providing viable
solutions of a given problem.
Role of Leader
As a friend, philosopher and guide: A leader of M&S is requisite to posses the three
essential traits. He is to be a friend of employees with whom they can share their opinions,
desires and feelings. He is also to act as philosopher wherein he utilizes his knowledge and
experience to guide his team members to attain a particular objective by given best of their
efforts and choosing most appropriate way to complete an assigned task (Johri, Salvi and Filipi,
2011).
Act as representative: Another role of leader of M&S is to act as representative of a firm
or of his department in various seminars, general meetings etc.
Characteristic of Leaders

 The most essential characteristics of leaders of M&S is to be able to inspire and motivate
its employees to work as a team. They are expected to analyze the employees personal
aspirations, provide, them with proper training and to align their their professional and
personal objectives. This leads to staff being more focused towards one direction for
accomplishing firms objectives. Another essential characteristic of leader of M&S is to have good communication skills
so that he can clearly and effectively share his thoughts with its team mates. Also it is
skills of a leader to communicate company's goals and vision to its employees and inspire
them to attain them by explaining their roles and significance in firm and in its business
operations (Kazda and Caves, 2010).
Difference between leaders and managers:
BASIS FOR
COMPARISON
MANAGER LEADER
Meaning Managers are responsible for attaining
objectives that are formed by by top
management. Managers of M&S are
responsible for making effective team
and achieve targets.
Leaders are responsible for
motivating its team member to
work autonomously for
accomplishing goals. Leaders
in M&S are innovative and
perform task as per market.
Roles Responsibility of a manger is to assign
tasks and duties to its workforce. He
also directs them by guiding them about
the right course of action to undertake
for successfully completing a particular
task. Managers of M&S are responsible
for attaining targets according to external
market.
Leaders motivates its
employees by inducing
requisite capabilities in them
through training so that a given
job could be accomplished
with higher proficiency and
performance within specific
deadlines. Leaders of M&S
works according to external
environment. They analyse

external market to maintain
long term sustainability of
M&S.
Responsibilities Manager prime responsibility lies in
handling overall work efficiency of
various business functions including
planning, organizing, staffing,
commanding and controlling. Managers
of M&S are responsible for creating
team, motivating them to work
according to set targets.
Leaders are accountable for
encouraging and influencing
its employees to work with
zeal and enthusiasm as a team
to attain a desired outcome.
While leaders of M&S
motivates employees to give
best. They are welcomed to
share new and innovative ideas
through which operational
efficiency of M&S increased.
TASK 2
P2 Role of leader and function of manager in various situational context
Managers and leaders are two inseparable managerial functions that work together
complementing each other for success and growth of an organization. Although both leaders and
mangers are having sharp contrast in their functions and working styles however both assist
each other as they have a unified vision, mission and goal to achieve. Mentioned below are
some function of mangers and role of leaders of M&S in various situational context:
SITUATION: M&S is a multinational company having good product and brand
portfolio. Therefore to maintain and increase its market share it is requisite for firm to have
efficiency management and operations (Liu and et. al., 2011). For which M&S has a advantage
of having most proficient and capable team of mangers and leaders, who continuously works
towards enhancing firm's productivity and performance. Mangers and leaders of various
department of M&S works in close coordination in introducing innovation and forming new
strategies in accordance to changes in market environment. This helps M&S to be stable and

maintain its performance or profits even in most adverse business situations. Mentioned below
are certain roles of leaders and functions of mangers in functions in various different situations: Training and development: Leaders in M&S plays a vital role in developing and
maintaining well skilled and capable workforce. It is because leaders identifies personal
needs and profession competencies of its employees. The leaders then coordinated with
mangers for reviewing training requirements and to formulate appropriate training
program for its present as well as existing employees. This helps individual to acquire
right type of skills, knowledge and abilities making them confident in performing
existing and future job related tasks.
 Introducing technological change in a firm: It is very important for a firm like M&S to
keep on introducing new techniques in its business process. It is vital as it helps firm to
gain benefits like higher productivity, better quality, less time consumption and optimum
utilization of firm's resources (Nong and et. al., 2013). Thus, mangers of M&S by
analyzing market dynamics and latest technological upgrades present in market fulfill
their function of being a figurehead in introducing new innovation and change in firm.
Leaders of M&S assist mangers in successfully implementing these new technological
modifications in its business system. Leaders by playing role of motivator and change
agents communicate the necessity of applying these changes in an organization. They
also explains various benefits associated with this new technology to both firm as well as
employees. Thus, in this way they motivate workforce to absorb and adopt these
alterations by providing them directions and proper training to handle new techniques.
Thus leaders and managers work together to implement new alterations without getting
resistance from the staff (Park and Jho, 2012).
P3 Theories and several approaches of leadership
Leadership is one of the essential component which has to used by managers of M&S to
achieve targets. There is use of techniques which is effective for making good image in market.
Some of the approaches used by managers of leadership are-
Situational leadership: There is change in situation of business, so it is important that
manager has to work according to situation. As per alteration in situation, manager has to change
their business operations. In this leadership style, it is all up to the leader whether to change
leadership style or not. The style may change constantly in this leadership style in order to meet

needs of others. Situational leadership administers leaders with an understanding related to
interlink between effective leadership style & readiness level that followers possess for particular
task. It will helps managers of Marks & Spencer in sustainable performance and growth of
company for long term.
Advantage Disadvantage
 It accelerates pace as well as quality of
workforce development.
 It Allows leaders to efficaciously drive
change in behaviour.
 Leaders have limited flexibility as this
style is dependent on situation.
 Leader faces some amount of pressure
to perpetually analyse his situation.
Contingency theory: As per this theory there are many danger which gets affected due to
change in business operations. It is essential to take decision properly in such situation. Manager
has to work create coordination among these activities.
Advantage Disadvantage
 This style can lead to more precise and
effective leadership.
 It helps in developing close
relationships among employees and
leaders.
 This approach is very complex to be
put into practice.
 This theory is reactive in nature.
Leadership Theories used by managers of M&S are as under-
Autocratic leader: In this style there is control of top level managers to perform M&S
operations. Information is delivered to mangers and subordinates has to work in specified
manner. There is no exchange of ideas from lower level to top level.
Advantage Disadvantage
 It assist leader of M&S in taking quick
decision.
 Lack of creativity and personal bias of
leader.

 Leader has complete control over its
group members.
 Employees of firm will feel frustrated
and suffocated as leader tend to impose
their decisions on them.
Democratic Leadership Style: This is one of the lenient leadership approach. It is
important for making M&S operations in more effective manner. There are possibilities that with
the help of democratic style business decisions can be taken frequently.
Advantage Disadvantage
 It often has answers for complex
problems.
 It helps leaders of M&S in promoting
creative environment.
 Consultation process in this approach is
time consuming.
 It takes long time to process decisions.
Recommendation for future development:
In Marks & Spencer, manager and leader requires to democratic leadership style as it
helps them in developing strong relationship with workforce and also assists in taking effective
decisions that leads firm towards success and growth for longer period of time. It also assists
leaders in promoting creative work culture which enables workforce to think out of the box and
bring innovation within firm. It ultimately enhance productivity as well as profitability of
company.
TASK 3
P4 Key approaches to operation management and role which leaders and managers play
M&S is one of the leading brand in luxurious accessories, clothing, etc. This can be
maintained with managers effective role and responsibilities. There are many changes taking
place in business environment, so it is essential to consider them and take decisions as per
market. M&S operates in various parts of country, so it is essential to wshweta.kork as per
market trends and take actions which is effective for growth of business. Some of the
management techniques are as under-

Total Quality Management: TQM is the best approach which is best and effective for
maintaining quality of product (Singh, Padhy and Sharma, 2011). It is important that manager
has to maintain good image which is significant for market growth and take actions which is
significant for maintaining good image in market. There is use of latest technology which is
effective for reducing defects and maintain quality of product. It is responsibility of manager to
take care about quality of product which is approachable for growth of business.
Lean Production: There are various departments which are working to make changes in
roles and responsibilities of workers. There must be use of techniques which is effective for
making changes in working styles. In M&S business operations are related to each other, so it is
essential to plan business operations in effective and appropriate way. Through this there is less
defects and wastage and goods are as per market trends.
Above discussed two management approaches can be used in appropriate manner with
the help of managers and leader. It is responsibility of manager to convey information to workers
through which changes can be taken as per market trends. As there is change in trend of dresses
so it is essential to work according to market trends which helps to work in appropriate way
(Slack, 2015).
Role and responsibility of administrator in successful management:
Manager play crucial role in proper management within firm. They manager all the
activities and tasks and ensure their effective completion on time. In Marks & Spencer, managers
are responsible for managing tasks effectively. They formulate plans and strategies which
provides them direction for their future course of action. They assign task to each member and
monitor each activity in order to ensure that work is done on time.
Role of manager in improving operational efficiency:
Manager play crucial role in enhancing operational efficiency of firm. In Marks &
Spencer, administrators apply various approaches such as Lean Production, Total Quality
Management etc. so that operational efficiency can be enhanced and productivity & profitability
of firm can be increase effectively.
P5 Value and importance of operational management in achieving business objectives
Operational management is one of the important component to perform business
operations in effective manner. There are many changes which has to taken while achieving
targets. This is because of environmental changes. As per market trends it is important to convey

changes at subordinate level so actions can give positive result. Operations department of M&S
works to plan and create coordination among various department such as manufacturing,
production, etc. This department assists in improving efficiency of operational processes. Major
objective of this department is to reduce cost of production and enhance quality of product so
that high competitive advantage can be gained in market.
Importance of operations and management
Cooperation among departments: In M&S, various departments are working such as
Sales, packaging, finance, etc. so it is important to work in effective way. There is requirement
of proper synchronization in their actions which are effective for organisational growth (Vale
and et. al., 2013). Operations manager has to make proper communication channel through
which business operations can be performed in effective and significant way.
Optimum utilisation of resources: There is use of various resources to achieve targets.
It is essential to come with changes in working style of M&S which are essential for market
growth. Operations managers keep in mind about use of resources. They motivate workers to use
resources in effective and optimal manner. This reduces cost and increases profits for the M&S.
Improving quality standards: M&S has good name in market, this can be maintained
with join efforts of workers and managers. Operational manager has contact with various
departments, so it is essential to keep quality prospective in mind. Operations department of
M&S has to work in appropriate way so they can keep quality prospect in mind (Wang, 2010).
TASK 4
P6 Factors which impact upon operational management and decision-making by leaders and
managers
M&S operates in various parts of country. So it is essential to deliver product as per
demand of consumer. There are some factors which affects business growth. They are discussed
as under-
Internal factors: These are the factors which are directly related to business and actions are
performed according to analyse them and take appropriate decision. Some of internal factors are
discussed as under-