Detailed Analysis of Management and Operations at Marks and Spencer

This report provides a comprehensive analysis of management and operations within Marks and Spencer, a prominent international retail company. It explores the distinctions between the roles and characteristics of leaders and managers, highlighting their responsibilities in various contexts. The report delves into the application of leadership theories, such as situational leadership and contingency approaches, within the company. Furthermore, it examines key approaches to operations management, emphasizing the importance of these strategies in achieving business goals and objectives. The impact of internal factors on operational management and decision-making processes is also discussed. The report uses Marks and Spencer as a case study to illustrate the practical application of management and operational concepts, offering insights into effective leadership and management practices.

MANAGEMENT
AND OPERATION

Table of Contents
INTRODUCTION...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
P1 Different roles and characteristics of a leader and a manager...........................................................3
TASK 2..........................................................................................................................................................6
P2 Role of a leader and the function of manager implemented in different situational context.............6
P3 Different theories and models of leadership......................................................................................7
TASK 3..........................................................................................................................................................8
P4 Key approaches of operation management and roles played by leaders and managers ...................8
P5 Importance of operation management in achieving business goals and objectives...........................9
TASK 4........................................................................................................................................................10
P6 Impact of internal factors on operational management and decision making.................................10
CONCLUSION.............................................................................................................................................12
REFERENCES..............................................................................................................................................13

INTRODUCTION
Management and operation is define as one of the most essential department within an
enterprise. It will play an important role in making effective goods and services for their
customers for satisfying them. Operation management is the major key factor for the company.
Along with this, input is converted into various resources that include plant and machinery,
finished products and requirements of desired customers will be satisfied in better manner. This
report is based on Marks and Spencer which is an international company and they are dealing
with different products and food items (Barratt, Choi and Li, 2011). It is situated in United
Kingdom. The main purpose of this project is to evaluate the difference between manager
functions and operations and also identify role of leader. In this, the concept of operation is
described in regard to both procedure and functions. There are different types of models and
theories that can be discussed along with key concepts, significance and value of management
and operations.
TASK 1
P1 Different roles and characteristics of a leader and a manager
Marks and Spencer is one of the largest retailing organization of UK established in 1884
which owns more than 979 stores in only across the United Kingdom and 615 in other regions.
The organization follows the hierarchical organizational structure for more disciplined and
solved processes of enterprise and attain better outcome in the market. In an organization, a
leader and a manger are those people who are smoothly running of business operations and its
functions in better manner. Both have good skills and knowledge so that they will be able to lead
the firm in effective way. They need to have good leadership capabilities and abilities through
this they can easily motivate their staff members towards company operations or functions. In
Marks and Spencer, leaders and managers are selected carefully because senior manager know
that if they choose wrong and inappropriate leader so this will create issues and barriers within
an organization (Alderton and Saieva, 2013).
Role of leader in M&S:

A leader can be defined as an individual who control and guide a group, situation,
organization or country and provide a certain purpose to each and every individual to meet
through influencing their basic perspectives.
 Required at all levels – Leadership is that activity and function which are necessary at all
levels of management. They assist senior division in developing effective strategies and
policies in better manner (Dekker, Bloemhof and Mallidis, 2012). Along with this, it will
help both lower and middle level management for properly implementing appropriate
plans and policies within an enterprise.
 Act as a representative – A leader is determined as a representative of the firm in which
they are representing their company in different seminars, conferences, meetings, etc.
Marks and Spencer managers act as a communicator among company and external
public.
 Combine personal goals with organization's goals – In the company, a leader’s assist in
integrating all personal goals of their staff members along with firm goals. They are
doing this for carry out effective coordination in the business operations and its functions
of the company (Brandon and Mullan, 2013).
 Acts as a friend, guide and a philosopher – A leader have these qualities so that this will
help them in communicating with their staff members in an organization. The employees
will be capable for share their issues, opinions, ideas and feelings regarding the company.
Characteristics of leaders –
 Consistency – If leader is consistent in his performance for job then he will be capable
for acquire credibility and respect from his workers that is very essential for leading the
group. If leader of M&S will get good respect then the followers perform its activity in
same manner for gaining same respect (Galindo and Batta, 2013).
 Honesty – A leader must be honest for conducting all business operations and activities
in an organization. It will assist in highlighting major issues and problems which occurs
in the firm and try to eliminate such conflicts in easy manner.

 Direction – A leader should be efficient in providing accurate direction to their followers
through this they are performing work in better manner. It is one of the most important
characteristics which are required inside the leader (Chevalier and et. al., 2015).
The role and characteristics of a manager which is different from a leader. These are as follows:
Role of Manager:
A manager is the individual who takes the charge of specific tasks or group or certain
subgroup of organization in regard of functioning operations in more disciplined and structured
manner and work according to the directed vision. Here are discussed the role of Marks and
Spencer's leader within company's operations: Assigning resources – to developing effective products and services in Marks and
Spencer, company manager are mainly responsible for giving good resources through
this it is effective and efficient for produced (O'Fallon and Rutherford, 2011). Job assigning – They are providing responsibility to allocating task to people while
doing working in the firm on the basis of skills and knowledge.
 Managing entire organization – Manager are one who are necessary for managing and
handling all business activities or functions in the Marks and Spencer in better manner
(Chiarini and Vagnoni, 2015).
Characteristics of Managers:
Significance of self knowledge – A manager has good skill and knowledge regarding
how to deal with all company issues and problems in easy manner. They need to analyze all
employees’ performance while doing work or task.
Professional skills – A manager should have posses’ technical, ethical abilities and
intellectuality among them.
Role of a leader Functions of a manager
 A leader needs to manage and control
their followers in better manner.
 On the other hand, manager need to
manage entire organisation.

 Leaders are providing effective
responsibility for increasing their skills
and abilities among team members.
 Managers have responsible for making
appropriate skills and abilities through
these employees are performing better
work for an organisation.
 Leaders are those people who have
represent the firm in front of outside
people. They need to develop positive
image in external world.
 Managers perform all functions and
activities for allocating resources along
with products in proper way.
TASK 2
P2 Role of a leader and the function of manager implemented in different situational context
Manager and leader will play an important role in managing and controlling different
types of situations in the firm and they try to solve their major issues and barriers in better
manner through using abilities and skills. Marks and Spencer having large branches in different
nations so that they require making good leadership and management for conducting all activities
(Dekker, Bloemhof and Mallidis, 2012). Thus, the role of manager and function of leader can be
described are as under:
Risk taking skills – Both leader and manager has power to take major risk which for
solving different business conflicts or issues. They are those people who have ability and skill to
take risk for solving problem in better manner.
Problem solving skills – They are fully responsible for resolving various issues which
occur in maintaining the firm in easy way. The main purpose of this skill in Marks and Spencer
is to understand their staff members conflicts through this it can solve for grow the company at
higher (Heizer, 2016).
Decision making skill - Both leaders and manger have the opportunity to take decision
for the welfare of an organization. they need to collect all the accurate facts and figures before
taking any decision which help in making correct decision and there is no chance for getting
wrong.

Training and development - This is that activity and function which are designed by
leader and manager for enhancing their staff members skills and knowledge in the marks and
Spencer.
Time management - Leaders and manager require to manage their time as per the work
or task which assigned to their employees in the proper manner and also employees require
completing all work in given time period (Galindo and Batta, 2013).
P3 Different theories and models of leadership
Leadership refers to that procedure where leader try to develop skills and knowledge
within their followers through this they can easily perform their work in better manner. Along
with this, they guide and instruct their subordinates towards right direction. Marks and Spencer
require that their leaders should be effective and efficient so that they can deliver similar abilities
in their team members. There are different methods and techniques which are make effective
leadership and organization can implement this theory for reaching with set goals and targets.
These are as follows:
Situational leadership - This theory is designed by Paul Hersey and Ken Blanchard and
it was famous the life cycle theory of leadership and in the middle of 1970s it was renamed as
situational leadership theory. As per this model, there is no individual option for this leadership.
A leader can implement various methods and techniques for dealing with various types of
situation which occur in the marks and Spencer Company (Gunasekaran and Ngai, 2012). In
addition to this, it is that theory which is developed for identifying effective way for adopting
leadership activities for achieving with desired needs of different situations.
System leadership - The major motive of this theory is to shown that firm need to follow
all policies and strategies and not at the time of dealing with different risky situations. It can state
that this theory is based on discipline of management for determining required data and
information. generally, system leadership style are always follow all rules and norms which are
developed senior members of M&S management for smoothly run the whole business functions
in proper manner (O'Fallon and Rutherford, 2011). Moreover, it is also known as systematic
model of leadership.

Contingency approach - According to this theory, it can be analyzed that there is no
other appropriate way for dealing with different issues and it can lead company for making right
decisions. a leader have some contingency among them so they are implemented their own style
of leadership for deal with various tough situations (Galindo and Batta, 2013). But there are
some things which should be take care and if the model is applied that includes leader and team
members relationship will be good, risk should to taken by leaders according to the working
structure and at last leader should be given accurate power or authority through this they can use
their own style of leadership for solving complex problems and issues.
TASK 3
P4 Key approaches of operation management and roles played by leaders and managers
Management operation refers to that procedure where raw material converts into finished
products as per the needs and demand of customers. It is management function which requires
appropriate skill and qualified managers for managing all company operations or functions
(Heizer, 2016). In M&S, Leaders and manager require to manage their time as per the work or
task which assigned to their employees in the proper manner and also employees require
completing all work in given time period. Both leader and manager have power to take major
risk which has solving different business conflicts or issues. They are those people who have
ability and skill to take risk for solving problem in better manner. Along with this, they should be
good leader who are guide and instruct them regarding their performing all the work in better
way. Thus, appropriate key approaches of management and operations are described as follows:
Just in time - As per this theory, Marks and Spencer company try to complete its all work
in given time frame. So it is inventory strategy which major purpose is to reduce the cost of
inventory and increasing higher level of profitability of the firm. It is also known as pull
approach which was executed in around in between 1960s and 1970s for declining
manufacturing time period (O'Fallon and Rutherford, 2011).
Dynamic approach - According to this, Marks and Spencer try to resolve their multiple
issues and problems by using single method and has been implemented various methods and
techniques in better manner. Along with this, it is that model which is very beneficial for finish
all required work in given time frame by using minimum resources.

Total quality management - The main motive of this approach is to sustain the quality of
products which are manufacture by them and also maintain the quality of firm. There are
different types of methods and techniques which are applied by marks and Spencer so that they
are improve their work (Dekker, Bloemhof and Mallidis, 2012).
System approach - this is that approach which is fully based on rules and norms and
applied by senior management of M&S company by determining required data and information.
It is that method which assists in developing new environment that will be free from each form
of disparity and discrimination.
Six sigma - This is the set of approach where various tools and techniques used for
improving their procedure which was launched by Bill Smith and Mikel J Harry in the year of
1986. In addition to this, this method can be used for increasing the output quality which are
developed in the company (Subramanian and Ramanathan, 2012). The main purpose of this
approach is to reduce time of production, minimize pollution and costs of each product.
P5 Importance of operation management in achieving business goals and objectives
Operation and management will play an important role in reaching with desired goals and
targets of the firm by executing various ideas and plans in better manner. It is very prominent for
managing entire system by delivering all real products and services at large market place. The
operational department managing all functions and activities and their main responsibility is to
develop whole company by making goods and services according to the requirement and needs
of customers (Yang, Hong and Modi, 2011). The role of management and operation are
described as under:
Satisfied needs of customers - Operational management assist in producing new and
innovative products and services as per the demand of their buyers so it is one of the most
essential tasks that is perform by them within an organization. it is necessary for M&S is to
identify their all desired customers needs and wants and try to fulfill their requirements by
provide them products (Chiarini and Vagnoni, 2015).
Income generation - Each firm need to gain high amount of revenue by attracting large
number of customers towards their products and services. Also they are producing innovative
goods for gaining attention of new as well as existing customers towards M&S Company. In this,

operational management assists in attracting buyers towards the firm in proper manner
(Chevalier and et. al., 2015).
Gaining attention of buyers - All the goods are products by this department before
analyze the needs and demand of customers and also make proper change as per the requirement
of their desired buyers in the commodities.
Efficient usage of resources - This division tries to assign required resources for
formulating entire company at the global level. This is necessary for firm is to use appropriate
resources which can be used for maintaining customers demand or need (Alderton and Saieva,
2013).
TASK 4
P6 Impact of internal factors on operational management and decision making
The companies are mainly focus on need for maintaining the ethics, values and
sustainability within an organization for improving the relationship with their customers and
provide full satisfaction in the services and facilities of an enterprise. They require following all
standard and rules in the operation of the firm in better manner. Marks and Spencer need to
operate their business internal factors with the competition and gain higher competitive
advantages in the large market place. They are getting higher position in the competition from
the rivals. They are producing new and innovative products which attracting large number of
customers from the other company. It is very prominent for managing entire system by
delivering all real products and services at large market place. This will help in adopting
concepts of developing the sustainable business operation and function in better manner. Along
with this, management and leadership play an essential role in the corporate social responsibility
within the marks and Spencer Company (Barratt, Choi and Li, 2011). Each firm need to gain
high amount of revenue by attracting large number of customers towards their products and
services. Also they are producing innovative goods for gaining attention of new as well as
existing customers towards M&S Company. In this, operational management assists in attracting
buyers towards the firm in proper manner.

Internal factors – This is that type of factor which are related with internal part of
business so it will directly impact on organization in better way. Along with this, they are mainly
manage and handle all business operations and functions in proper manner.
 Corporate objectives – It is one of the major factor which directly effect on
organizational operations and its performance (Brandon and Mullan, 2013). Thus, in
Marks and Spencer it is required for company manager that they need to mainly focus on
enhancing higher productiveness and eliminating major disputes and conflicts.
 Marketing issues and problems – In this, there are various internal factors which are
change on regular basis by determining different marketing techniques and methods that
can directly effect on business activities of M&S. This will also effect on leaders and
managers decisions.
External factors:
There are various environmental factors which affects the organisation from outside and
these forces are beyond the control of management. Therefore, it is necessary to manage and
maintain the organisation as per the environmental effects so that negative impacts can be
overcome with effective manner (Barratt, Choi and Li, 2011). These are as followings: Economical factor: This is associated with some economic crises that that can affects on
the M&S profitability and productivity. It included growth, GDP and fluctuation in the
economy. Technological change: These kind of factor assist to make desired chnages in
organisational operational as well as function approaches. Through this management of
firm can easily adopt creative innovative ideas in terms of making desired changes and
alteration effectively (Alderton and Saieva, 2013).
 Legal and environment change: These kind of alteration assist to make numerous
changes in organisational activities and business approaches in order to creating a legal
framework in effective manner.

CONCLUSION
From the above mentioned report, it can be analyzed that Management and operation
define as one of the most essential department within an enterprise. They will play an important
role in making effective goods and services for their customers in the market place. In an
organization, a leader and a manger are those people who are smoothly running of business
operations and its functions in better manner. Marks and Spencer manager and leader will play
an important role in managing and controlling different types of situations in the firm and they
are try to solve their major issues and barriers in better manner through using abilities and skills.
In M&S, leader try to develop skills and knowledge within their followers through this they can
easily perform their work in the better manner. Along with this, they should be good leader who
are guide and instruct them regarding their performing all the work in better way.

REFERENCES
Books and Journals
Alderton, P. and Saieva, G., 2013. Port management and operations. Taylor & Francis.
Barratt, M., Choi, T. Y. and Li, M., 2011. Qualitative case studies in operations management:
Trends, research outcomes, and future research implications. Journal of
Operations Management. 29(4). pp.329-342.
Brandon, C. J. and Mullan, P. B., 2013. Teaching medical management and operations
engineering for systems-based practice to radiology residents. Academic
radiology. 20(3). pp.345-350.
Chevalier, P. and et. al., 2015. Revenue management for operations with urgent orders.
European Journal of Operational Research. 240(2). pp.476-487.
Chiarini, A. and Vagnoni, E., 2015. World-class manufacturing by Fiat. Comparison with Toyota
production system from a strategic management, management accounting,
operations management and performance measurement dimension. International
Journal of Production Research. 53(2). pp.590-606.
Dekker, R., Bloemhof, J. and Mallidis, I., 2012. Operations Research for green logistics–An
overview of aspects, issues, contributions and challenges. European Journal of
Operational Research. 219(3). pp.671-679.
Galindo, G. and Batta, R., 2013. Review of recent developments in OR/MS research in disaster
operations management. European Journal of Operational Research. 230(2).
pp.201-211.
Gunasekaran, A. and Ngai, E. W., 2012. The future of operations management: an outlook and
analysis. International Journal of Production Economics. 135(2). pp.687-701.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
O'Fallon, M. J. and Rutherford, D. G. eds., 2011. Hotel management and operations. John Wiley
& Sons.
Subramanian, N. and Ramanathan, R., 2012. A review of applications of Analytic Hierarchy
Process in operations management. International Journal of Production
Economics. 138(2). pp.215-241.
Yang, M. G.M., Hong, P. and Modi, S. B., 2011. Impact of lean manufacturing and
environmental management on business performance: An empirical study of
manufacturing firms. International Journal of Production Economics. 129(2).
pp.251-261.
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