Comprehensive Report on Leadership and Management at Mark & Spencer

This report delves into the management and operations of Mark & Spencer (M&S), examining the roles of leaders and managers in achieving business goals. It defines and compares the functions of leaders and managers, emphasizing their importance in motivating employees and driving productivity. The report assesses how these roles apply in various situations within M&S, highlighting the significance of planning, organizing, staffing, and controlling. It then explores leadership theories and models, including situational, system, and contingency theories, to understand how leaders influence and motivate teams. Furthermore, the report describes key approaches to operational management, such as Just-in-Time (JIT), Six Sigma, and lean manufacturing, and outlines the roles of managers in resource and fund management. The analysis includes an evaluation of the business environment's impact on operational management and concludes with a comprehensive overview of the strategies and techniques necessary for success in the retail sector. The report aims to provide a thorough understanding of the leadership and management practices essential for M&S's continued success.

Management and Operations
in M&S

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Define and compare various roles and features of leaders and managers.............................1
Task 2 ..............................................................................................................................................3
P2 Assess how roles of leaders and managers are applicable in different situations in M&S....3
P3 Apply theories and models of leadership approach ..............................................................4
Task 3 ..............................................................................................................................................5
P4 Describe key approaches for Operational management with roles of managers and leaders 5
P5 Assess the significance of operational management in achieving objectives of M&S..........6
Task 4 ..............................................................................................................................................8
P6 Explain various elements of business environment that affects operational management....8
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................9

INTRODUCTION
Management and operations is an important concept that consists designing and
controlling overall manufacturing process of organisation to make it more productive. This
assists the company in transforming raw materials into end products in order to attain highest
level of consumer satisfaction. Its main activities includes organising production to generate
more financials gains. This consists planning, managing and evaluating all functions of
manufacturing units to provide better services to buyers. It helps in maintaining quality standards
in products to fulfil their needs and wants. This report is about Mark and Spencer which is an
international retail organisation in UK. It provides high quality food, clothing and home ware
products to their customers. There are various roles played by managers and leaders in this
scenario. This study will consist different theories and models of leadership that are needed to
attain goals and objectives of business. It also includes significance of operation management for
achieving targets of firm.
TASK 1
P1 Define and compare various roles and features of leaders and managers
Manager and leader are two important pillars of M&S. They leads and manages various
functions that are performed in this company in order to achieve business goals and objectives in
effective manner. They are essential part of firm as they works towards improving performance
of workers.
Managers- They are the people who manages and organizes various functions of M&S.
Managers sets objectives and targets that are to be achieved by employees. They are expert in
management field and they ensures proper and systematic utilization of all resources of company
that facilitates organisational growth (Zhang, and Chen, 2014). These persons plays various
important roles in M&S to ensure productivity and better performance. Their main roles are
following-
Interpersonal roles- This is one of the important role played by manager. It includes
responsibilities to manage different business functions that are required to attain goals and
objectives of this company in given time. They use various styles of leadership to manage
employees and form strong relationship with them (Niknam, Meymand, and Mojarrad, 2011).
Common styles followed by them are participative, consultative, authoritative and exploitative.

Managers also transfers information and plans to staff members and maintains their performance
in effective manner.
Informational role- This is another main role played by manager and it includes keeping
all information about what are the activities taking place in organisation. They also analyses
internal and external environment so as to identify latest trends in market place. In this role, they
informs the staff members about these changes and prepares appropriate strategies to adopt new
trends. This helps in maintaining effective environment in the workplace of company.
Decisional role- In this role, manager of this company makes decisions for all activities.
They divides tasks and assigns roles and responsibilities to staff so that all functions will be done
in effective and efficient manner. For the purpose of decision making, they considers all
necessary factors related with external and internal environment of business. Along with that,
they also supervises all tasks to bring out the best from employees (Eyal, And et.al., 2014).
Leaders- They are the person who leads various teams in company and influences them
in order to motivate them for best performance. Their main roles includes-
 Leaders creates inspiring visions in order to establish shared values and directions
to achieve goals.
 They motivates employees through various approaches to make them more
productive.
 This person build effective team and ensures proper communication and
cooperation between members.
 Leader supervises the groups and evaluates their performance to maintain
efficiency.
Characteristics of leaders and managers-
Confident- In M&S managers and leaders are very confident about whatever tasks they
are performing to improve performance of company. This helps them in providing better
solutions for various problems.
Motivator- Both these persons are involved in motivating employees to improve their
performance standards so that goals and objectives could be achieved in effective manner.
Innovative- They works towards providing creative strategies through innovative ideas to
encourage staff members to give their best for attaining tasks.

Positive- It is one of the most important feature of managers and leaders. This states that,
both these persons should carry positive attitude in order to maintain healthy environment in
company.
Task 2
P2 Assess how roles of leaders and managers are applicable in different situations in M&S
Leaders and mangers are vital part of Mark and Spencer as they leads and manages
human resource of company so that they will contribute more towards goals and objectives of
this organisation. This helps in providing better quality products and services to consumers and
satisfy their needs and wants in effective manner (Mendis, Muttaqi, and Perera, 2014.). They
performs various roles that are useful in different situations in business.
Application of role of leaders in various situations-
Motivation- It is very important for this company to motivate its employees so that they
will put more efforts for success of business. Leaders encourages staff members by providing
them benefits and rewards for better performance that results in improving productivity of
overall organisation.
Set vision- They sets visions and policies to maintain performance of workers to achieve
positive and effective outcomes.
Directions- It is another important role of leader in which they gives directions to
employees about their tasks and the manner in which they have to perform. They also suggests
various ways for increasing standards of performance.
Application of roles of manager in functions of M&S-
Planning- This role of manager includes forecasting various activities of business. It
includes making plans about different functions and setting goals and objectives for growth of
business in terms of profitability and market share.
Organizing- In this activity, manager develops various structures in organisation to
implement planning. It includes division of tasks and assigning duties and tasks to employees
that are focussed towards achieving organisational objectives.
Staffing- For performing various functions in this company adequate workforce is
required who will be able to do these tasks in effective manner. It is the role of manager to
identify vacant positions in firm and fill it with skilled workforce (DeAnna,and et.al. ,2010).

Controlling and coordinating- Managers are very good in maintaining coordination and
control performance of employees. In this organisation, they ensures proper synchronisation
amongst task force and control over their working in order to maintain productivity.
Therefore, managers and leaders performs various functions that applicable in different
situations in an organisation.
P3 Apply theories and models of leadership approach
Leaders are crucial members in an company. They have the ability to influence others in
order to achieve collective goals effectively (Kang, 2010). These persons are responsible for
motivating employees to perform better to increase their efficiency in working which will give
best outcomes to company. Different leaders follows unique styles for the purpose of leading
others. There are various leadership theories and models that are useful in this scenario to adopt
all challenges in adequate manner. Some of the important theories are as follows-
Situational theory- This theory is related with skills and capabilities of leaders that are
required to complete an specific function in effective manner. This theory is applicable on those
leaders who adopts leadership styles as per nature of situations and growth level of employees. It
is very effective method leader adopts needs of teams which is beneficial for M&S to maintain
balance in organisation. This includes two levels of leadership behaviour-
 Managerial behaviour of leader emphasises on nature of tasks and they changes their
style of leading as per the requirement of that activity.
 Supportive behaviour is focussed towards team development for which they ask for
member's participation to motivate them.
System leadership theory- This model is very commonly used by leaders in M&S. Its
basic principles includes management disciplines that are concerned with proper understanding
of system to maintain link and interaction between various employees. In this conflicts of
workplace are resolved so that such factors will not affect efficiency of workforce (Burke, 2013).
Leaders uses this theory to provide better solution for maintaining communication and
implement changes in productive manner.
Contingency leadership theory- This theory is related with situational approach as it
focusses on personality of leader and the situation in which leader is dealing. It includes various
ways of leading some situations in effective manner. Three factors in this theory are following-

Leader- member relation- It consists acceptance of leadership amongst hierarchies of
organisation. It ensures proper relation between members and leader to generate trust,
confidence, and motivation amongst subordinates in positive manner.
Task structure- This factor helps in bringing clarity in projects and tasks to achieve
maximum productivity in end product. In this leader provides clear directions to be followed by
members.
Positional power- It includes measuring level of authority to maintain efficiency of
members. This can be done through reward for better performance and punishment for not
performing well.
Therefore, these are various theories and models for leadership that could help Mark and
Spencer to motivate employees to perform better. This will lead to more efficient workforce that
will facilitate growth and success of this company.
Task 3
P4 Describe key approaches for Operational management with roles of managers and leaders
Operational management is very important in an organisation like M&S. It includes
management of all operating activities to generate best possible outcome with limited resources.
This includes various techniques to improve the production process in order to meet customer's
demands and satisfy their needs effectively. Its management starts from input of raw material till
finished goods. Important factors in this concept are related with skills , creativity and rational
analysis of people. Different approaches that are important for Mark and Spencer are as follows-
Just in time (JIT)- It is an important approach for operational management. It is an
strategy to increase efficiency of operations by reducing wasteful activities. This approach states
that every activity need to be completed in given time without compromising with quality
standards. It includes forecasting the demand in adequate manner. This method includes
designing manufacturing process in such a way that it will avoid wastage of time with ensuring
quality of products and services. It mainly focusses on eliminating the activities that may lead to
delay in production.
Six sigma- It is an methodology that focusses on eliminating the errors, defects and
deficiencies that affects quality of an product or service (Nakayama, and Bucks, 2012.). This
approach also emphasises on reducing time and cost involved in an process. It is very important

concept of operational management that helps the company in achieving higher productivity and
economies to scale.
Lean manufacturing- This approach is related with minimizing the wastage that occurs
in process of production. It is an systematic framework that emphasises on reducing wastage of
raw material and time. This also ensures improvement in quality of products to gain maximum
level of satisfaction from customers (Fayol, 2016). . It helps this organisation in building
consumer loyalty and achieve competitive advantages.
Role of manager in operational management-
It is the responsibility of operations manager to perform all necessary activities required
in this context. Some of their important functions are as follows-
Resource management- This role of manger is related with all resources of
manufacturing including human resource and raw material. They identifies needs related with
production process and generates resources for that. It is their task to utilize all these factors in
effective manner.
Fund management- Their role is also associated with finance required in operations. It is
managers task to prepare budget, minimize the cost and maintain proper record of financial
transaction. They adopts different approaches for the purpose of cost minimization. Their roles
also includes analysing business plans, financial statements and sales reports of company in
order to make effective strategies and policies.
Goal setting- Another main function an manager plays in this company is setting
objectives and targets to be achieved through operations. They also makes policies and strategies
for different divisions and also ensures effective implementation of them.
Roles of leader in operational management-
Leader is the person who influences others to attain collaborative objectives. There role
in operational management in this company are as follows-
Motivation- Leaders have very important role in motivating employees to increase their
productivity. They identifies motivational needs of members and encourages them through
different theories and models (Kumar and Chandrakar, 2012).
Clear vision- They are also responsible for offering clarified directions to workforce
regarding attributes of operations management. It includes duties related with task assignment
and roles in given works.

P5 Assess the significance of operational management in achieving objectives of M&S
Operational management is most important activity performed by managers of M&S.
This consists management of manufacturing process in appropriate way. It includes effective
management of various resources that are required in this scenario. This concept works towards
enhancing quality of products and services. It ensures improvement in performance of employees
in order to get best possible outcomes. Importance of operational management in achieving
organisation's objectives are as follows-
Waste minimization- Every organisation wants to achieve economies to scale from
production unit. This is related with generating maximum possible outputs from given resources.
In M&S, operational management is responsible for minimizing wastes associated with
manufacturing by reducing costs and time consumption (Operations and Project Management
(OPM), 2017). This helps in more profitability of this company.
Customer satisfaction- It is very important for this organisation to achieve higher degree
of consumer satisfaction to achieve competitive advantages. This is also necessary to generate
customer loyalty and trust that helps in attracting new buyers and retaining existing ones for long
time. Operations management plays very crucial role in enhancing quality of products and
services design it as per needs and preferences of users. This results in more satisfied consumers
and makes loyal.
Strong brand image- This concept is also helpful in creating strong brand image of this
company in retail sector. It helps in raising quality standards of products and services which
attracts more users. It facilitates growth of company and ensures effective achievement of
objectives.
Employee satisfaction- To achieve organisational goals it is very essential that employee
will work productively. They will be more efficient if they would be satisfied with the
workplace. Operational management helps in improving their performance and motivating them
to give their best efforts(Park and Jho, 2012). This creates positive environment in organisation
and maintains healthy relations between employer and employees.
Profit maximisation- Operational management includes minimizing costs involved in
manufacturing process through various approaches. Reduction in cost leads to more profits
hence, this management is also helpful in increasing profitability of this company which is the
ultimate objective of every business firm.

Therefore, it is clear that, operational management plays an important role in M&S in
order to achieve organisational objectives.
Task 4
P6 Explain various elements of business environment that affects operational management
Business environment includes external and internal surroundings related with
operations of company(Wu, 2012). These elements affects decision-making in operational
management. It is required to consider these factors in order to make strong and effective
strategies for business. These components are following-
Internal factors- These elements are related with internal management of company and it
directly affects activities of decision-making. It consist following components-
Customers- They are most influential factors in terms of decision making. They are the
people for whom products and services are produced. It is required to identify their needs and
preferences before taking decisions regarding design of products. This will help in generating
more satisfaction from them.
Employees- They are most important part of this organisation. Employees are the person
who practically implements strategies and policies to achieve business objectives. Level of their
performance affects productivity of overall firm so it is required to consider them in decision-
making process. This will help in motivating employees to work much harder for achieving
targets. If these workers will be satisfied then company can become more successful.
Organisational structure- It includes division of tasks into various functional units.
Different divisions performs different functions as per their expertise and skills. Nature of
structure may affect decision-making in operational management so, it is required to consider
these factors to avoid barriers related with these divisions.
Suppliers- These are the parties from whom company buys raw material for production.
Their behaviour affects decision-making process. If they will not provide material on time then it
could influence manufacturing process badly (Rushton, Croucher and Baker, 2014). Therefore, it
is required to maintain good relations with these parties.
External factors- Such elements are not in direct control of company and it affects decision-
making process of operational management. Some of these components are as follows-

Legal factors- These are related with laws and legislations of UK. It is required to follow
these regulations while taking decisions. This helps in performing all activities in ethical way.
Political factors- These factors are very dynamic in nature because it changes when
government changes. Different political parties introduces new rules and regulations. Company
has to ensure that decision making in operational management will be as per these policies
otherwise these might result in breach of any law.
Technological factors- Technology is most important factor in today's competitive
market. This is essential tool to attain competitive advantages and helps in becoming market
player. For Mark and Spencer, it is required to involve adoption of advanced technologies in
decision-making of operational management (Qi, Liu and Christofides, 2011). It helps in
achieving higher productivity and improve quality of products and services. These technologies
are also helpful in minimizing wasteful activities and cost of operations. It also reduces chances
of delay in production.
Therefore, all these factors of business environment influences decision-making in
operational management. It is essential to include these elements to facilitate growth of M&S in
long run.
CONCLUSION
It can be concluded from above mentioned report that, Operational management is an
crucial activity to survive in current competitive market place. This includes management of
various activities related with manufacturing in order to maintain it in effective manner. It also
ensures proper utilization of resources along with quality in products and services. Managers and
leaders of Mark and Spencer have an essential role in this context. They manages performance
of workers in order to increase their productivity at workplace (Park and Jho, 2012). Different
systematic approaches are used such as lean production, just in time and six sigma. These
approaches helps in improving quality of products and services with reduced cost and other
wasteful things. Operational management plays an very crucial role in attaining objectives of this
company. Various elements of business environment affects decision-making process in this
scenario so, it is duty of manager to make it favourable for company.

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Online
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<https://www.beds.ac.uk/research-ref/bmri/centres/bisc/okm>.