Analysis of Management and Leadership in Mark and Spencer

This report provides a comprehensive analysis of management and leadership within Mark and Spencer (M&S), a British international retail company. It begins by defining the roles and characteristics of managers and leaders, comparing their functions and applying management theories like Scientific Management and Human Relations Theory. The report then explores the roles of leaders and managers in various organizational situations, including stable, moderate, and fast-changing environments. Different leadership theories such as Situational Leadership, System Leadership, and Contingency Leadership are examined, highlighting their strengths and weaknesses. The report also delves into operational management, outlining key approaches and their importance, evaluating the impact of managers and leaders on operational efficiencies, and assessing the influence of external environmental factors on decision-making. Finally, the report concludes with recommendations for future improvement in M&S's management and leadership practices, emphasizing the importance of employee motivation, alignment of individual and organizational goals, and inclusive decision-making.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduction and Management Structure of Mark and Spencer..............................................1
2. Define Manager and Leader and Compare their Roles and Characteristics...........................1
3. Differences of Managerial Function and Leadership by Applying Management Theory......2
4. Role of Leader and Function of Manager in Different Organisational Situations..................3
5. Different Theories of Leadership............................................................................................4
6. Strength and Weakness of Different Theories of Leadership.................................................5
7. Conclusion and Recommendation for Future Improvement...................................................6
TASK 2............................................................................................................................................6
1. Introduction and Key Approaches of Operation Management...............................................6
2. Roles and Responsibilities of Managers and Leaders.............................................................7
3. Importance and Value of Key Approaches to Operation Management..................................8
4. Evaluation of Managers and Leaders in Improving Operational Efficiencies and Achieving
Objectives ...................................................................................................................................8
5. Impact of External Environment Factors in Decision Making Process..................................9
6. Critical Evaluation of Operation Management and Impact on Business Environment........10
7. Conclusion and Recommendation for Future Improvement.................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Operation management is a process which concerned with controlling and designing of
manufacturing of goods and services. It ensure that there should be an optimum utilisation of
resources with minimum wastage of resources (Bazargan, 2016). It also a process of converting
of raw material into finished product and services. This project is based on Mark and Spencer
which is a type of public limited company. It is a retail industry which was founded in 1884 by
Sir Michael Marks and Thomas Spencer. It deals in clothing, footwear and other accessories. In
this report, there will be a discussion about roles and characteristics of managers and leaders in
different organisational situation. Different theories of management and leadership will discuss.
Apart from this, different approaches of operational management will discuss. At last, the impact
of external business environment on decisions of operational management will discuss.
TASK 1
1. Introduction and Management Structure of Mark and Spencer
Operation management is an activity of business which improve the efficiency of an
organisation. It make a balance between cost and revenue by which company can gain maximum
profit and accomplish their objectives.
Introduction of Mark and Spencer
M&S is a British international retail industry which is a type of public company. It was
founded in 1884 in UK by Sir Michael Marks and Thomas Spencer. Its headquarter is located in
London, UK. It provide its services at worldwide area (Burns, 2014). It deals in clothing,
footwear, home accessories, food and other gift items. There are approximately 979 outlets of
M&S in global market.
Management Structure of M&S
Mark and Spencer have flatter organisation structure. In which they eliminate different
layers by using the process of delaying. It improve the efficiency of a firm. Employees are more
responsible to perform their task and decision making process being quick. In the head office of
M&S there are approximately 3000 employees who play different roles in firm. Employees are
more accountable and responsible in flatter management structure.
2. Define Manager and Leader and Compare their Roles and Characteristics
Manager
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Manager is an individual who is responsible for managing and controlling of
organisational activities. Managers are expert in their fields support their employees to achieve
goals and objectives of a firm (Chevalier and et. al., 2015). Managers play different roles and
responsibilities in M&S like making decisions, monitoring and controlling, coordinating
employees etc.
Leader
Leader is a person who hold dominant position in their field and have power to control
and influence to others. Leader guide team members and motivate them to perform in different
situations. They establish a clear vision and provide information about vision to their team
members. It control and manage the work within a group.
Different Between Role and Characteristics of Manager and Leader
Basis of Comparison Leader Manager
Roles  Leader have
responsibility to set
direction.
 Leader play an
important role in
growth and
development of an
organisation.
 Manager have
responsibility to make
plan in detail.
 Managers play an
important role to
establishment of the
required result.
Characteristics  Leaders are focuses on
performance of
employees (Choi, Chan
and Yue, 2017).
 Leaders have
transformational
leadership style.
 Managers are focuses
on process and activity.
 Managers adopt
transactional leadership
style.
3. Differences of Managerial Function and Leadership by Applying Management Theory
Management Theory
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Scientific Management Theory- This theory was developed by Frederick Taylor. This
theory is used to measure the efficiency and effectiveness of an organisation. It provide the
information of internal and external factors which helps to earn more profitability and
sustainability at market place (Ferguson and et. al., 2016). This strategy is based on evaluating
performance of employees and providing them reward or punishment as per their performance.
Human Relation Theory- This theory is focuses on need of employees and organisation.
As per this theory, manager of M&S make a policy in order to fill the needs of both employer
and employees and for their mutual benefits.
Functions of Management
Planning- This is the first function of management. In this M&S make plan for future
action. Managers decide in advance what to do and how to do. It fill the difference between
where an organisation and where they want to go.
Organising- In this function, all the departments are develop a productive relationship to
achieve organisational goals and objectives.
Staffing- This function is focuses on putting right person on right job. M&S have to
focus on employees training and development by which they can helps in achieving goal of a
firm.
Directing- In this function, managers of M&S provides accurate direction to their
workers for the purpose of achieving organisational goals (Fernie and Sparks, 2014).
Controlling- This function ensure that all the activities run in organisation are effective
and efficient to get success. If there are any barriers occurs in performance it control the
activities.
Role of Leadership
Enhance Motivation- Important role of leader in M&S is to improve the motivation of
employees for effective performance. Firstly, they identified their needs and then motivate them
as per their requirements that may either be monetary or non monetary terms.
Representative of Organisation- Leaders represent the M&S in different seminars and
general meetings. They communicate with external parties and guide their own department to
adopt new things for growth of a firm.
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4. Role of Leader and Function of Manager in Different Organisational Situations
There are different organisational situations arises in M&S in which managers and
leaders play different roles and functions which are as follows:-
Stable Situation- In this situation, there are few changes occurs in M&S. Changes are
take place on yearly basis. For example: performance appraisal.
Role of Leader- Leader play an important role to prepare their employees to perform best
task in organisation (Gillen, Jacquillat, and Odoni, 2016).
Function of manager- in this situation, they make policy regarding to performance
appraisal and evaluate their performance and give reward or punishment as per their
performance.
Moderate Situation- In this situation, there is no fast changes or not slow changes. This
situation is come between stable and fast. For example: change in technology.
Role of Leader- In this situation, leaders guide their employees about how to use that
innovative technology to enhance productivity and profitability.
Function of Manager- Manager have to analyse the market situation and competitors
strategy and adopt innovative technology in M&S.
Fast Changing Situation- In this situation, changes are occur very fast. For example:
taste and preference of consumer are change very fast.
Role of leader- Leaders have to motivate their employees to handle with fast changing
situation with patience and skills (Hitt, Xu and Carnes, 2016).
Function of Manager- Managers have to identify the taste and preference of consumers
and demand of customers and make products as per their requirements.
5. Different Theories of Leadership
There are different management and leadership theories which support growth and
sustainable performance of an organisation (Leadership Theories, 2017). These are as follows:-
Situational Leadership- It is a style of leadership which was developed by Paul Hersey.
It refers that managers and leaders change their leadership style as per the situation. Style of
leadership should be change to meet the requirements of situation and others. Only leader have to
change their style. It is not necessary to adopt the style of leader to their team members. There
are different situations arises in M&S, in that case leaders adopt different leadership style which
fit in that particular situation. It helps to improve growth and sustainability in performance.
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System Leadership- It is a style of leadership which create a situation in M&S where
employees of all the levels are work to achieve organisational goals and objectives and improve
their productivity. It was developed by Dr Ian Macdonald who was an expert in organisation
behaviour and management (Kato and et. al., Hitachi Ltd, 2015).
Contingency Leadership- This theory of leadership was developed by Fred. E. Fiedler in
1960. this theory explains that there should be a strong relation between leader and employees by
which leader can clearly present the task with determining goals and objectives of Mark and
Spencer. Leaders also have power to analyse employees performance and give them punishment
and reward as per their performance. This helps to improve productivity and sustainability of
organisational performance.
6. Strength and Weakness of Different Theories of Leadership
Situational Leadership
Strengths Weaknesses
 It is easy to understand and can applied
practically.
 It tells about the perspective of what to
do and what not to do in different
situations (Laudon and Laudon, 2016).
 It is more flexible and vary in different
situations.
 Sometimes, style of leadership and
employee development are not exactly
match.
 It is time consuming and difficult to
manage in changing situations.
System Leadership
Strengths Weaknesses
 It improve the communication and
teamwork in organisation.
 It generate creative and innovative
solutions of any problem arises in
organisation.
 It helps to develop personal skills of
employees and make ethical
 There is a lack of technology which
improve the productivity.
 There is no any speciality in primary
services.
 Due to lack of training, employees are
not able to cope up with different
situations.
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environment.
Contingency Leadership
Strengths Weaknesses
 This theory does not require that
employees have to effective in every
circumstances.
 This leadership is useful to achieve
organisational goals and objectives.
 It focuses on relationship between
employees and leaders.
 In this leadership style, leaders can't be
sensitive for task and their team
members at same time.
 Strategies are not clear in this theory.
7. Conclusion and Recommendation for Future Improvement
Conclusion
From the above discussion, it can be concluded that there are different roles and
characteristic of managers and leaders which make positive impact on business activities
(Mahadevan, 2015). There are different theory of management and leadership which are
effectively applied in managerial function and role of leadership. There are different situations
arises in organisation in which managers and leader play roles and functions to cope up with
situations.
Recommendations
 Managers have to motivate their employees by which they can handle with different
situations arises in future.
 Managers have to make a bridge between organisational and individual goals.
 Manager and leader have to involve their employees in decision making process by
which they can generate different thoughts and ideas for future improvement (Muller,
CommVault Systems Inc, 2014).
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TASK 2
1. Introduction and Key Approaches of Operation Management
Operation management is a management of operational activities to generate maximum
level of productivity and efficiency in a company. It is a process of converting raw material into
finished goods with aim of minimising cost and maximising profit. It includes various resources
ranges from equipments, workforce, material and technology. Operation management is an
activity which convert these input into an effective output and achieve goals of M&S.
Key Approaches of Operation Management
Total Quality Management (TQM)- TQM is a process of reducing errors in
manufacturing and maintaining supply chain management. It helps to improve the customer
satisfaction and experience. TQM is a long term process which improve overall quality and
productivity of Mark and Spencer (Nielsen, Chambers, and Farr, CertusView Tech LLC, 2014).
Just in time- In this approach of operation management manufacturing department give
order of raw material to supplier. M&S producing goods and services as per market demand. It
reduce inventory cost and cost of warehousing. There is an optimum utilisation of available
resources in this approach. Demand forecasting become easy and manufacturing of products are
directly meet with demand of customers.
Six Sigma- This is a quality control program which was formulated by Motorola in 1986.
it focuses on demand of consumer, improving products and services of organisation which retain
customers for long term. This approach helps in improving capability of M&S in their business
activities.
Lean Production- This approach of operation management focuses on improving quality
of product by reducing wastage. It make products more valuable by improving their quality and
productivity. It is a systematic method of production which is used for minimising wastage in
production system of Mark and Spencer.
2. Roles and Responsibilities of Managers and Leaders
Managers and leaders play different roles and responsibilities in successful management
of operations which as as follows:-
Management of Resources- It is a responsibility of managers and leaders of M&S to
managing resources in organisation. They manage human resource and raw material and
controlling the activities of production of goods, hiring and firing of employees etc. By
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managing all these things, managers enhance the productivity of an organisation and make plan
for successful running organisational activities.
Providing Training- Managers and leader play an important role to providing training to
new joining employees or existing employees in M&S regarding new and advance technology.
When training is providing to employees then it helps to improve their efficiency and
productivity in organisation. It ultimately helps an organisation to gain more profit and
successfully conduct their operational activities.
Monitoring and Controlling- Another responsibility of managers and leaders of M&S is
to evaluate and monitor the employees performance and control those activities which are not
profitable for organisation. When managers and leaders timely analyse workers performance
then it is a sign of managing successful operations in Mark & Spencer. This will help managers
of firm in running operations smoothly(Ptak and Schragenheim, 2016).
Provide Motivation- Motivation is a effective way to improve performance of employees.
For this, leaders play a crucial role in M&S to motivate employees either in monetary or in non
monetary terms. When employees feel motivated in organisation they perform their task more
effectively and efficiently. This will help in improving operations and achieving objectives and
success of a firm.
3. Importance and Value of Key Approaches to Operation Management
Continuous Improvement- Key approaches of operation management are helps an
organisation making continuous improvements in its products and services. Total quality
management approach is important to improve overall quality and productivity of M&S by
eliminating errors in manufacturing process.
Boost Revenue- Different approaches of operation management helps to gain revenue by
reducing wastage and optimum utilisation of available resources. Lean production approach
focuses on customers demand and make quality products to fill their requirements. It helps to
M&S to gain profitability and sustainability for long run at market place.
Reduce Wastage- Just in time approach of operation management is important for M&S
to analyse the demand of customers and make product exactly as per demand. It focuses on
reducing wastage in production and meet the requirement of consumers.
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Improve Quality- Six sigma approach is focuses on ability of producing goods in
organisation and ensure that manufactured goods are best in quality which helps to attract more
customers and gain competitive advantage.
4. Evaluation of Managers and Leaders in Improving Operational Efficiencies and Achieving
Objectives
Managers and leaders play an important role in achieving organisational goals and
objectives. Leaders motivate employees to perform task effectively and contribute in success of a
firm. Managers assign task to workers as per their knowledge, skills and capability which assists
in improving operational efficiencies of firm. Through this, employees enable to execute their
task in more proper manner and improve the quality and productivity of a firm. Managers and
leaders of M&S have responsibility to guide and motivate their workforce and make positive
environment because environment make a large impact on performance of workers. If there is a
positive and friendly environment then is helps to increase productivity.
It is a responsibility of manager to make strategies which are more flexible and can be
modified which changing environment or any other external factors. They also make plan to beat
competition. Mark & Spencer is a retail industry which deals in clothing and footwear and other
accessories of men, women and children. To achieve its objectives and improve efficiency,
managers of firm requires to analyse customer demand and current market trends and then make
quality product as per their requirements (Radnor and et. al., 2015). Manager and leaders are
focuses on customers demand and improve their quality by which they are able to achieve their
goals and objectives with effective and efficient manner. In this manner, managers and leaders of
Marks & Spencer play crucial role in improving operational efficiencies and attaining business
objectives.
5. Impact of External Environment Factors in Decision Making Process
Business environment is a sum total of all external and internal factors that affect
organisational performance and profitability. It also affect the decision making power of
managers and leaders in Mark and Spencer.
External Factors
External factors are those factors who exist outside the business and affect organisation
performance in indirect manner. These are not controlled by managers of M&S.
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Political Factor- It refers to rules and regulations made by government regarding trade
policy, taxation system, political stability etc. These make a large impact on decision making
process of managers and leaders in M&S because, in UK there is no stability of government due
to this when government is change then rules and regulations are also change. So, company have
to change their policy as per the modifications in taxation system and other. Through this, it
make impact on decision making process and affect employees of company.
Economical Factor- It includes national income, inflation and deflation rate, exchange
rate etc. This factor also impacts on decisions by managers and leaders. When there is a deflation
in country then prices of products reduces. In this case, demand increases so manager have to
make decision about producing more goods to satisfy their needs. But in case of inflation,
demand decreases and decisions are highly affected.
Social Factor- This factor deals with taste and preference of consumers which are
depends on their culture and norms. Decision making process of managers and leaders in M&S
are highly affected because taste and preference of customers as these are changes very
frequently. In clothing sector, competition is high and many competitors are available in market,
so, the chances of switching brand by customers is very high. So, it is highly essential for
mangers to make effective decisions after carefully analysing the trends of market.
Technological Factor- This factor give a great contribution in growth and success of a
firm. It includes up-gradation and advancement in technology. When technologies are changes
then M&S have to update their technology for improve productivity and efficiency. It make
impact on decisions by managers and leaders because when new technology is establish then
there are many changes occur in organisation (Ravindran, 2016).
6. Critical Evaluation of Operation Management and Impact on Business Environment
External environmental factors make impact on operational management activities of an
organisation. These impacts are in manner of both positive and negative. Managers of Mark and
Spencer have to make strategy by which they can cope up with adverse impact of business
environment factor. Government policies are change as per the country situation or due to
instability of government. Managers have to make strategy as per the regulation of government.
Organisation have to adopt advance technology to improve their productivity and
sustainability. Social factor helps to analyse demand of customer. So, operational department of
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M&S have to make plan to satisfy need of customers. Company also contribute in national
income of a country. It helps to enhance brand image of organisation.
7. Conclusion and Recommendation for Future Improvement
Conclusion
From the above discussion, it can be concluded that there are different approaches of
operation management which helps in improving efficiency and productivity of an organisation.
These approaches are used to analyse to forecast market demand and customer requirements and
make quality products as per their requirements. Managers and leaders play different roles in
improving operational efficiencies to achieve organisational objectives.
Recommendations
 Mark and Spencer have to motivate their employees in changing environmental situation
and promote them to perform activities.
 Managers and leaders have to make better relation with employees and external parties
for better communication and generating new thoughts.
 Training is providing to employees regarding innovative technology by which they can
work with advance technology and improve their productivity.
 Identify need of customers and make interaction with customers to beat competition and
attract more customers which helps to retain long run in future.
These above are some recommendation for future improvement in performance of M&S.
CONCLUSION
From the above mentioned report it has been concluded that there are different roles of
managers and leaders in different organisational situation. Management and leadership theories
are helps an organisation to support growth and sustainable performance. There are different
approaches of operation management which have importance to achieve organisational goals
successfully. There are different roles and responsibilities of managers and leaders in successful
operation management. External business environment make large impact on decision making
process by managers and leaders and wider community. Operation management is an important
activity in organisation which helps in improving quality and productivity of overall
organisation.
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