Leadership and Management in Marks & Spencer: Roles and Applications

This report provides a comprehensive analysis of leadership and management within Marks & Spencer (M&S). It begins with an introduction to the organization and its management structure, followed by a comparison of the roles and characteristics of leaders and managers, highlighting their differences and applications in various situations. The report delves into the application of different leadership theories and models, assessing their strengths and weaknesses. Furthermore, it examines the impact of leaders and managers on M&S and offers recommendations for future improvement. The second part of the report focuses on the operational management of M&S, exploring key approaches, the roles and responsibilities of managers and leaders, and the importance of operations management in achieving business objectives. It evaluates how effectively managers and leaders improve operational efficiency and considers the impact of external business environment factors on operational management decisions, concluding with recommendations for future improvement. The report covers topics such as decision-making and risk-taking within the context of M&S, providing a thorough understanding of the interplay between leadership and management in a retail environment.

Management And
Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduction of the organisation and its management structure...............................................1
2. Define and compare different roles and characteristics of a leader and a manager.................2
3. Differences of managerial and leadership roles.......................................................................4
4. Application of roles of leader and functions of manager in different situations.....................4
5. Application of different theories and models of leadership approach.....................................6
6. Strengths and weaknesses of different theories.......................................................................6
7. Manager and leader impacts on M&S and make recommendations for future improvement. 7
TASK 2............................................................................................................................................9
1. Operation management of M&S and key approaches adopted by organisation......................9
2. Role and responsibilities of manager and leader in successful management of operation ...10
3. Importance and value of operations management in achieving business objectives.............11
4. Manager and leader are effective in improving operational efficiency to meet objectives . .11
5. Impact of external business environment factors on operational management decision.......12
6. Evaluate application of operations management to manage factors that impact business....13
7. Conclude and suggest recommendations for future improvement to be taken by M&S.......13
CONCLUSION..............................................................................................................................14
REFERENCES .............................................................................................................................15

INTRODUCTION
Management and operation is aspect which defines production process which are designed
and controlled by top level authorities to achieve objectives. Administration responsibility is to
utilise material, material and manpower which help them to provide appropriate products and
services to people. It is essential that resources are efficiently utilised so that items and services
in market in according to demands and needs of clients are delivered (What is Operations
Management?, 2014). Present assignment is based on Marks and Spencer which is retail store
operating through outlets in UK and various other nations. Designer clothes, food and home
items are provided by company to attract large number of people which enhance sales and
profitability. This report defines role of leader and its differentiation with functions of manager;
and its application in firm. Different approaches of operations management used by seniors
which benefits them to attain business objectives. Business environment factors anticipated by
superiors to make appropriate decisions is also described in assignment.
TASK 1
1. Introduction of the organisation and its management structure
Marks and Spencer Limited is retail firm which has outlets internationally. Firm offers
food items, clothes, home appliances to people. There are nearly 85, 000 workers that aid
company to make revenue of about £ 10, 600 billion.
Management structure: Functional, divisional, project and matrix are various types of
organisation structure that are adopted by firm in respect to business. Marks and Spencer is
global firm for which management uses divisional structure. This help them to have large
market reach and customer base to enhance sales and profitability. Seniors divide people in
different units through which business operations are conducted in effective manner.
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Figure 1: Divisional Organisation Structure
(Source: Divisional Organisation Structure, 2018)
2. Define and compare different roles and characteristics of a leader and a manager
According to Balasubramaniam and et. al., (2016), manager pull off and administer staff
by formulating strategies, distributing tasks to employees in respect to their skills and abilities.
Along this, managers monitor performance and outcomes generated by members. This helps
them to conduct training and development programmes to enhance capabilities of workforce.
As indicated by Fayol, (2016), leader plays important role as they construct friendly
relations with subordinates to make them motivated and dedicated towards job. They are even
able to timely acknowledge issues and conflicts faced by team members; thereby provide them
appropriate solutions. This benefit company to retain skilled and competent people for longer
time.
Mintzberg's role of management: These are various duties which are performed by
superior of M&S are stated beneath:
Informational role: It is essential tactic which defines that seniors communicate
appropriate data to members about targets and objectives that required to be accomplished. M&S
is retail store which has different variety of clothes, home and food items. Manager responsibility
to provide complete knowledge about competitor's offerings and products to staff. This helps
members to influence buyers by providing them information about items, its features and
benefits (Giuliani and et. al., 2015).
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Interpersonal role: Management establishes friendly and maintains healthy relations
with subordinates by providing them appropriate data about targets and duties so that they work
determinedly to achieve the same. In M&S, meeting and conference are conducted by seniors to
periodically communicate to members all essential data. By making them aware about their
performance, outcomes and other information about products.
Decisional role: Employees and superior are involved in decision-making process so that
appropriate judgements and alternatives are selected which are beneficial for M&S. It is essential
that modifications in system and tactics are made by seniors to provide adequate facilities and
services to customers.
Characteristics of manager
Communication: It is essential that management have good interactive skills which help
them to connect with members and provide appropriate information about tasks and targets
required to be accomplished by them. It is necessary that they acknowledge problems and
difficulties faced by employees to retain competent people and ultimately achieving
organisational goals.
Experience: Administrator require to have complete knowledge on different concept and
theories of management so that appropriate decisions and judgements are made in respect to
market conditions and objectives.
Role of leader:
Required at all levels: Every department that is higher and lower lever need to provide
instructor for employees to give them directions and support. The leader on top level
management focuses on formulation of plans and strategies. On the lower level, they are known
to provide guidance and supervise tasks fulfilled through employees.
Guiding employees: Leader main responsibility is to establish relations with team
members to provide appropriate information and acknowledge issues and conflicts. Thus,
provide appropriate instruction and guidance to staff to make them perform tasks in proficient
manner (Handschin and Petroianu, 2012).
Characteristics of leader:
Influential: Leader maintain friendly relations with members which help them to make
staff feel connected with operations of the M&S. Employees are made feel important and
valuable part of firm so that they conduct tasks effectively.
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Empathetic: This is another feature of leader which defines that they interact with
subordinates and acknowledge their thinking and thoughts, thereby provide them appropriate
facilities and things in according to their demands and needs (Jørgensen and Zaccour, 2012).
3. Differences of managerial and leadership roles
Management and leader both plays essential part in company to coordinate with
subordinates and make them perform tasks effectively. Employees are given information about
goals and objectives to keep them directed and complete work within defined time. Manager and
leader roles and responsibilities vary which is described by J. Kotter is mentioned below:
Management Leadership
Manager perform activities that are
designing, organize, directing and
controlling for achievement of objectives.
Leader duty is to inspire staff members for
conducting tasks effectively to complete
within defined time frame.
They frame strategies and distribute work to
subordinates for which they have formal
authority by seniors.
They uses informal power to direct and
persuade employees to carry out work
properly.
4. Application of roles of leader and functions of manager in different situations
Administration provide duties and tasks to staff in respect to their skills and abilities.
Apart from this, superior are given responsibility to direct and guide members, so that they carry
out activities properly and complete work within defined duration. Manager and leader are
important part of M&S which help firm to function effectively by helping seniors in different
situations that affect on business. These are various incidences in which superior plays essential
part are stated beneath:
Decision- making: Executive involve supervisors and staff members in meeting and
conferences, so that they acknowledge system functionality and market situations. M&S is retail
store which need to update their products in according to market trends and preferences of
people (Kerzner and Kerzner, 2017). This helps company to make changes in system and
accomplish goals and objectives. For instance: it has been decided that the company is looking to
expand its operations through launching of a new product.
Function of manager- Human resource need to provide appropriate information to
subordinates about tasks and targets required to be completed by them. It is essential that
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management of M&S formulate strategies and policies to direct members and inspire them to
execute activities in proficient manner. Performance appraisal is technique which helps seniors
to acknowledge skills and capabilities of staff; thereby conduct training and development
programmes to enhance abilities of employees. The manager in this scenario will assure that the
decision is being implemented upon the lower level of management and achieve desired results.
They require to use resources and have adequate workforce which are able to deliver adequate
products and services in market.
Role of leader- Different management concepts and theories are used by leader to
construct relations with members to motivate them and direct them to perform tasks adequately.
Subordinates of M&S connect with customers and are able to acknowledge their taste and
preference. They have complete information about needs and wants of people which help seniors
to make appropriate decisions and judgements in respect to market situations. The leader in this
scenario will assure that better policies and decisions are being undertaken.
Risk taking: This is another tactic which define that every organisation has various
difficulties and problems; in respect to resources that are limited and required to be used
efficiently (López and et. al., 2015). It is essential that funds, material and manpower are used
properly which help administration to conduct business activities effectively.
Role of leader- It is necessary that M&S has skilled and competent people which are able
to provide quality items and services to people. For this, leader organise meeting and
communicate with members about issues and conflicts faced by them with the implementation of
latest technology of automation (McPherson and Pincus, 2017). Along this, they even are able to
make system function adequately and overcome threats and difficulties.
Functions of manager- Internal and external factors that is shareholders, suppliers, public,
competitors, government, technological and many other components; which directly or indirectly
impacts on business are acknowledged by management. Management concepts and theories are
used to handle risk and take appropriate solutions. The functional manager will assure that core
problem relating to the change is being identified so that risk factor could be mitigated. M&S has
problem that new technologies which are implemented in system may not function effectively,
and affect on business activities.
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5. Application of different theories and models of leadership approach
Superior require to make system function and business activities in such manner that it
support in growth and development of organisation. It is essential that management is able to
handle different situations and sustain goodwill and reputation in market.
Thus, these are some theories of leadership which are stated below:
Situational leadership theory: This is effective model which was developed by Dr. Paul
Hersey. This concept defines that company exist in environment which is dynamic and keeps on
changing with time. Along this, diverse people which have different language, caste, religion,
gender and other background aspects. Thus, it is necessary that management uses appropriate
styles and tactics to direct and guide members to perform activities effectively.
System leadership theory: This is another hypothesis which defines that management
duty is to organise business activities and attain objectives (Mendis, Muttaqi and Perera, 2014).
It is necessary that appropriate working conditions and facilities are provided to subordinates to
make them work in proficient manner. Latest tools and technologies are implemented in system,
so that quality items and quick services are provided by company to clients which enhance image
and reputation in market.
Contingency leadership theory: This model specifies that personality of leader, nature
of activities and various other factors determine functioning of superior and system. Every sector
have large number of organisation as well taste and preference of people vary with time
(Moghaddam and et. al., 2011). Along this, different issues and problems which occurs in firm in
respect to coordinate team members and make them function effectively.
Therefore, management of M&S uses situational leadership theory which helps seniors to
make appropriate judgements and design system in according to goals and objectives. Employees
are involved in meeting and conferences, so that adequate data is communicated about changes
in strategies and tactics. Along this, management delegates responsibility with team member to
make them feel connected and important part of company.
6. Strengths and weaknesses of different theories
Situational leadership theory: Strength: This is best theory which helps management to use theories in according to market
conditions and system functionality so that stability in terms of operations could be
maintained.
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 Weakness: Management require to have complete information market conditions and system
abilities so that appropriate tools and technologies are used to deliver adequate things in
market. It is essential for a business to conduct regular market analysis which is time
consuming and expensive.
System leadership theory: Strength: It is easy to be understand and aloes achieve the effectiveness of leadership.
 Weakness: There is limited flexibility in this leadership style which may not be sufficient in
dealing with dynamic business environment.
Contingency leadership theory:
 Strength:It helps in provide flexibility in task structure. Leader use leadership style is
according to situation and may eliminate unfavourable circumstances in business.
 Weakness: There is no particular leadership style adopt through leader. It is complex in
nature and leader needs to be possessed with certain experience to apply this approach.
7. Manager and leader impacts on M&S and make recommendations for future improvement
Organisation require that business activities are conducted effectively, so that appropriate
items and services are delivered in market in according to needs and wants of people. It is
essential that management of M&S uses adequate concepts, theories and models to utilise
resources efficiently and accomplish goals and objectives within defined time. These are
different approaches that are used by management to make system function effectively are stated
beneath:
Six sigma: This concept define that superiors require to acknowledge issues and
problems, so that appropriate goals and objectives are framed. It is essential that outcomes and
performance of employees are measured by using appropriate performance appraisal techniques
such as MBO, 360-degree, cost accounting. This helps management to assess cause and effect
relationship of business activities. Modifications in technologies, tactics are made to execute
appropriate mechanism and enhance performance of members which is being evaluated by the
supervisor appointed by the company (Pinto, 2015).
Lean manufacturing: This is another approach which is a systematic process of utilise
resources that is funds, material and manpower so that there is minimal wastage. Management
design system and implement appropriate tools and techniques, so that production process in
conducted effectively (Rani and Moreira, 2010). Mass production is appropriate tactic which
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benefits M&S to have adequate products available in store in according to needs and wants of
people. Executives bring perfection in activities by giving importance to things which are
valuable and help company to attract large number of customers which is further communicate to
employees so that they are achieved rightfully. This manager in this approach to operations have
to systematically plan and predict demands so that inventories can be availed.
(Source: Lean Manufacturing, 2018)
Total quality management: It is essential tactic which benefits administration to make
long term success by provide things in according to needs and demands of people. Satisfied
customers improves goodwill and reputation of M&S in market. Modern tools and equipments
are used by management to deliver creative and innovative items and facilities to customers.
Market research and survey are appropriate technique which helps seniors to have complete
information about taste and preference of people. Along this, employees are involved in
decision-making process, so that adequate judgements and choices are selected. Training and
development seminars and sessions are organised to enhance abilities of members; thereby
deliver quality things and services to customers. The leaders in this approach encourage
participation of all the employees in the organisation so that it leads to formation of better
results.
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Illustration 1: Lean Manufacturing

Just in time: This approach is used in the production department to avoid wastage &
excessive stock. Marks & Spencer is using this strategy to avoid the waste stock in warehouses.
For this they prefer to make the product according to the requirement of the customers. Purpose
behind this concept is to minimize the overproduction & waste stock which might not sell in the
store due to change in trend. Apparels of Marks & Spencer are very expensive because of their
high quality oriented products. Just in time approach helps them to avoid heavy loss due to
overstock.
TASK 2
1. Operation management of M&S and key approaches adopted by organisation
It is responsibility of management to distribute duties and tasks to members, through
which appropriate products along with firm's services are being distributed in the marketplace.
On the other hand, for business company it is required to improve production processes so that it
can be executed effectively which may aid BOD to establish adequate image and reputation in
market. Marks and Spencer, in today's business environment is having effective retail mercantile
establishment that provides designer clothes, food products to consumers to purchase in respect
to their taste and preferences. In present context, it is being found ample number of benefits that
operations administration is having proper functional related system which is mentioned beneath:
Quality improvement: Six sigma is approach used by management that Marks and
Spencer is having proper data which is related to taste along with preference of consumers.; so
that appropriate items are delivered to customers. T&D programmes in different areas like on the
job and off the job. meeting is conducted to enhance skills and abilities of members. Along this,
latest tools and technologies are used to provide clothes in according to market trends and
demands of people. The undertaking of factors such as standardising and safety assures that
better quality products are delivered.
Enhancing goodwill: M&S, a famous brand which is merchandising in different
countries by their own stores, as food products along with other items related to home are
consists with many outlets that helps administration of this company to catch eyes of consumers
from all over world. to attract large number of people. Along this, quality clothes which are
designed in respect to demands of customers which improve image and reputation in context to
rival brands (Thaler, Priest and Fuchs, 2016).
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Increasing profit: Management of M&S provides quality products and quick services to
customers which help firm to satisfy people. Skilled and competent workforce are present in
company which provide appropriate assistance and help to clients. Lean manufacturing is
approach used by superior to maintain inventory of items in according to needs and requirements
of people (McPherson and Pincus, 2017). This benefits seniors to enhance sales and profitability.
2. Role and responsibilities of manager and leader in successful management of operation
Functions of manager: There are many responsibilities of administration and these are
given beneath: Planning: It is responsibility of management to frame appropriate program and strategies to
make system function effectively. It is important process which helps in systematic and
organised execution of operations (Ravindran, 2016). Employees are given adequate
knowledge about products that are present in store to influence buyers by providing them
appropriate data about items and its features.
 Setting benchmarks: Targets are given by management of M&S to workers, so that they
conduct activities and complete goals within defined time (Slack, 2015). This also helps
BOD's of this company to admit ability of members through making comparison actual
outcomes with standards.
Role of leader: These are duties which are executed by follower to make team members
perform activities with each other are as follows:- Managing: Employees are given instruction and guidance about duties assigned by seniors,
so that appropriate activities are conducted.
 Coordinating: Leader establishes friendly and healthy relations with subordinates to make
them perform activities in team. Different departments that is production, marketing, sales,
R&D require that members and their work are coordinated so that appropriate things are
delivered to customers (Moghaddam and et. al., 2011). Along this, cooperation of teammates
is another essential role of leader to retain competent people.
3. Importance and value of operations management in achieving business objectives
It is duty of management to distribute duties and tasks to members, through which
appropriate products can be apportioned all over market. For Marks and Spencer, necessity,
which is found is that production processes are executed effectively which help pioneer to
establish adequate image and reputation in market. In present context, Marks and Spencer is
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