Leadership Theories and Operation Management at Marks & Spencer

This report provides a comprehensive analysis of leadership and management practices within Marks & Spencer (M&S). It begins with an overview of the company, comparing and contrasting the roles of managers and leaders, and detailing the differences between leadership roles and managerial functions. The report explores various leadership theories and models, including system leadership, situational theory, and behavioral theory, and discusses their implementation within M&S. It examines the functions of managers and the roles of leaders in different situations, emphasizing the importance of adapting to the dynamic business environment. The report further delves into operation management approaches, evaluating the value and effectiveness of operations management, and identifies business environment factors that impact decision-making. The conclusion summarizes the key findings and offers recommendations for enhancing leadership and management practices at M&S.

Management and operation

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
1.1 Overview of the company................................................................................................4
1.2 Comparison between a manager and a leader..................................................................5
1.3 Differences between leadership roles and managerial functions.....................................6
1.4 Functions of managers and role of leaders in various situations......................................7
1.5 Implement different theories and models of leadership...................................................8
1.6 Strengths and weaknesses of different theories................................................................9
1.7 Conclusion and recommendations..................................................................................10
TASK 2..........................................................................................................................................10
2.1 Operation management and approaches.........................................................................10
2.2 Roles and responsibilities of managers and leaders.......................................................11
2.3 Value and importance of operations management.........................................................12
2.4 Evaluation of the effectiveness of managers and leaders...............................................12
2.5 Business environment factors that impact on decision making and operations management
..............................................................................................................................................13
2.6 Critical evaluation of the application of operations management..................................14
2.7 Conclusion and suggestions...........................................................................................14
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Management and operation both term are wide in their meaning and necessary part of an
organisation. Management perform such functions in enterprise which are necessary and required
for achieving day to day targets. Functions performed in management procedure are controlling,
directing, planning, coordination and so on (Atasu and Wassenhove, 2012). On the other hand,
operational activity is mainly part of production department which are carried out by staff
members on regular basis and these are marketing, production and so on. This assignment is
based on M&S which is retail organisation founded in 1884 by Sir Michael Marks and Thomas
Spencer. Respective organisation is serving their products at worldwide level. Below given
report describe several role and characteristics of leader and manger as well their application
according to situations. Moreover, it will include various leadership theories, systems and
approaches of operation management. In addition to that, necessity of operation management in
accomplishing business objectives and factors within business environment which effect on
decision making by managers and leaders will also be discussed.
TASK 1
1.1 Overview of the company
Marks and Spencer is one of the leading retailer company situated in London. They
have been operating worldwide with hundreds of stores and have successfully managed their
work in every store established in different countries. They have been successful in running
their business all round the world as this is due to the crucial assistance given by managers,
leaders and employees of the company. With right direction and guidance of superiors, Marks
and Spencer have established a famous reputation in global market. Both, leaders and
managers have different responsibilities and roles that they have to perform in order to
achieve desired success.
Mark & Spenser is following flat management structure in which there is limited level
of management between administrative level and front-line employees. This management
procedure is implement in the respective organisation for encouraging staff members in more
decision making process.

1.2 Comparison between a manager and a leader
Manager is a person that is associated with formulating different strategies and activities
for company and also make their work performed by employees (Lee, Lee and Wu, 2010). It
requires a capable and efficient managers that can convince their employees to perform their
work. As M & S have highly efficient managers, it is necessary to keeps on modifying those
skills and traits and adapt to new changes with time.
Leader is a person who is responsible for guiding and directing their subordinates and
workers to right direction which will ultimately benefit company as well as employees in long
run. Leaders are mainly the role model of a company and should be supportive and reflect great
personality, so that employees can learn many things from their leader. They are also develop
appropriate vision for their company and according to that give order to managers and other
superiors to develop short and long term goals so that company can achieve their ultimate vision.
They keep regular check on subordinates and support them on each step and provide them with
all necessary resources for application of their duties (Terzi and et al, 2010). Leaders also
represent their company in business meetings, conferences, seminars. So, company should have
strong and proficient leaders that can represent their company in right manner. This will build a
good reputation in the mind of other executive member of organisation.
It is duty or responsibility of leader and a manager to maintain healthy work environment
within workplace so that every employee can enjoy their work and maximise company's
productivity and profitability. They both perform distinguished functions and are important to
company on order to achieve success.
Role of leader:
As a friend, philosopher and guide: A leader should have these three characteristics in
them. He should change his or her role according to situations. If employees need a friend to
whom they can share their feelings and emotions, so at that time, they should listens to
employees feelings and opinions. A leader can be philosopher at the second time as they have to
provide right direction and guidance to employees so that they can perform their duties smoothly
and effectively. Leader can be a guide by supervising and communicating the employees related
to plans and policies of top management.

As a representative: As mentioned above, leader represents their company in different
business meetings, conferences, etc. So, it requires strong and efficient personality to build a
good reputation in front of others (Kirezieva and et.al., 2013).
Role of manager:
As a Disseminator: Manager disseminated information which he collects from different
sources and through various means and play important role in providing those information to
subordinates.
As a Disturbance Handler: Manager is responsible for resolving any type of conflicts
and disputes arising in the workplace.
Below is the comparison between roles of manager and leader:
Managers of M&S formulate plans as well as missions whereas, leader guide and direct
employees and maintain discipline in workplace. Managers also perform responsibilities like
planning, organizing, staffing, directing, controlling are functions performed by the manager for
entire organization. While leaders only inspires and motivates their particular team. Manager
plan out details of activities which is performed by the overall M&S. On the other hand, leader
give directions to employees for planned the activity planned by management.
1.3 Differences between leadership roles and managerial functions
There are several managerial functions in the organisation which is performed by the
manager and leader. Below mention are some of them:-
Manager’s roles
There are various responsibilities are performed by managers of in M&S company as
shown below:-
Organising- This is next part of planning practices. Manager and leader of an
organisation basically works for implementation as well as organising activities in proper manner
(Chen, Wu and Fu, 2011). For example, if M&S is not organising their routine work in better
manner then it will directly result in loss and incompletion of goals and objectives on time. Thus,
organising is important which is done by superiors of company so that losses will be prevent.
Controlling- Planning need to be controlled so that operations can be done in better
manner. Although, manager and leader needs to make proper control on their employees as well
have to formulate such strategies that will provide desired results.

Planning – This is the function performed by manager and leader both in the
organisation. Planning is the mapping out what have to be achieve, if it is done by the manager
then for entire company. Whereas, planning is done by the leader then it is for particular team
only.
Leader’s roles
In Marks and Spenser firm, role of leaders is to give proper direction of work to
employees. Some of leader’s roles are as follows:
 Communication: Leaders through effective and strong communication skills leads
entire team members towards achievement of business objectives. Through this ability,
they also provide information related to objectives, plans and strategies of business.
 Leading: As comparison to manager, leader needs to do more than just plan, organize,
and staff team to accomplish a goal. Leading involves motivating, communicating,
guiding, and encouraging. It requires the manager to coach, assist, and problem solve
with staff members.
1.4 Functions of managers and role of leaders in various situations
Business environment is dynamic in nature so in it several situations can raise according
to that it is duty of manager and leader to approach it (Baird, Jia Hu and Reeve,2011). So that,
their negative aspects can minimise and positive adopt as an opportunity for business. M&S is
the largest organisation of retail sector and having good position in market area it is achieved
because of talented superior in the enterprise. Direction, guidance and string planning which is
done by leader and manager led organisation towards their desired success. Respective enterprise
is doing business in global market which need analysation of external as well other macro
factors. It is important because all these results in productivity and profitability of business.
Although, manager and leader have to modify their role and duties as per the situation and
contingency. Following is the Fayol's model which can be applied in different situations:-
Planning- Their is requirement f proper planning for doing any activity in organisation
so that their will be less chances of loss and all the daily basis work will be managed properly.
For instance, if there is lack of resources in company because of overutilisation. Thus, in such
situation leader and manager do planning to stop excess uses as well also divide or a lot

resources as per work of department. Secondly, they can arrange more resources for further
operation of business.
Staffing- It is work of manager to hire candidate and place them at right place according
to their skills and knowledge. M&S hire candidates for vacant position and as per the
requirement.
1.5 Implement different theories and models of leadership
Leader and manager both are important part of organisation and they play crucial role in day to
day activity of M&S (Slack,2015). Organisation work for achieving its mission and vision which
is framed or developed by both of them. Along with this it is the duty of leader and manager to
convey objectives, mission and vision to each and every employees of M&S so they work in
such manner which will contribute in achieving goals and objectives. There are several theories
and approaches of leadership which is implement by the manager and leaders of given enterprise
in their day to day activity. With all these theories firm do their working in such manner that they
will easily gain success in business environment. But all these are applied in business according
to situation and also get modify when there is requirement. Major motive behind implementation
of the same is to ensure smooth working and completion of work on time of association. As well
profit and productivity maximisation. Below mention are some theories which is mainly utilised
by leaders in company:- System leadership – These type of theories are implemented by leader only when they
face difficulty in some situation. Thus, leader break down task in small parts and assign
to employees so they perform it easily. Because small task are easy to understand and
can perform by them and such activity assist manager in getting work done on time in
systematic manner. Hence, system leadership ensure smooth flow of M&S working
along with on time achievement of organisation goal and objectives. Situational theory – This theory state that there are several situations which can be
raised in business environment then organisations have to work according to it (Nassiri
and et.al., 2016). So this means leader have to implement their leadership style according
to the situations. Although, there are several functions which is involved in leadership
and these are directing, controlling, delegating and supporting.

 Behavioural Theory – It is implemented after identifying or analysing nature and
behaviour of leaders (Barratt, Choi and Li,2011). In this theory, there are mainly three
types of leaders description of these is given below:-
Democratic leaders: democratic leader are supportive in nature they involve their employees in
decision making and several other managerial activities. So they feel motivated and also like
important part of organisation as well such things help staff member in enhancing their skills and
knowledge related to the managerial functions. With the assistance of such leaders subordinates
perform their activity in better manner and goals of association will be achieved easily.
Autocratic Leaders: these leaders are strict in nature and only give order to their subordinates and
in return want that they will follow it. In simple words it can be said that they make their own
decisions and implement it on employees without taking their advice. They establish dictatorship
in working area.
Laissez – Faire Leader: This kind of leader switch their duty to their staff members and they are
accountable for making essential judgment for organization. In the same role of a leader is to
give required help and resources to workers so that they can easily formulate their decisions.
Sometimes, because of this leadership style, company has to go through low productivity and
profitability due to less experienced employees and they are not able to develop strong plans for
company.
Above mention leadership styles are used by leader of M&S company and leader are able
to adopt different styles according to the situation (Liuand et.al., 2011). Because leader is the
only person who can switch these styles.
1.6 Strengths and weaknesses of different theories
There are several leadership approaches as mention above and all these have their
strength as well as weakness :-
System leadership – This is the theory which is applied in different situation and to work
on this leader breakdown task into small pieces and then work on it.
 Weakness: In all situations it is not practical and leads to delay in decision making
process. Strength: Major strength is that system leadership focuses on multiple dimensions of
management as well as it is adaptive in nature.

Situational theory – In business environment several situations can be rise for M&S to
work on these or come-up leaders use situational leadership theory.
 Weakness: In some situation leaders get fail to choose which style they have to
implement to overcome with the problem. Strength: This theory is well known as frequently can be used for training purpose as well
as it is perspective and shows how leaders should act to achieve leadership effectiveness.
Behavioural Theory – It is implemented after identifying or analysing nature and
behaviour of leaders as well as there are three types of leaders i.e., Democratic, Autocratic and
Laissez – Faire Leader.
 Weakness: It is time consuming process to identify behaviour of individual.
 Strength: One of the major strength is that behaviour theory support the ideas that
leadership traits can be learned through development and experience.
1.7 Conclusion and recommendations
Manager and leader both are important part of the organisation because they are the one
who manage as well as control overall working of the enterprise. Manger is the one who will
decide and divide task between leaders and most important is that divide or form team according
to the skills and knowledge of particular staff members. Whereas, leaders is the one who control
team and its working so that desired goals and objective can be achieved of Mark & Spencer. In
simple term it can be said that leaders are adopting demographic leadership style because it result
in enhancing participation of staff members within company.
TASK 2
2.1 Operation management and approaches
Operation and management is a most specific business process that uses analyse organisational
activities and approaches in order to make possible changes on the basis of future objectives and
needs. It consider a effective procedure in which employees of Mark and Spenser provide their
contribution to convert raw material in finished goods. Through this manager of firm can easily
identify organisational procedures to fulfil customer's demand properly. The key approaches of
operation management are determined below as -
 Six Sigma – This process basically uses to improve quality of products and management
procedure. On the basis of this, Mark and Spenser can easily create positive working

environment for their employees. These approaches assist in maximising productivity of
firm in effective manner (Agha, Alrubaiee and Jamhour, 2011). Six sigma requires cost
reduction process and quality management approach to getting higher success and
growth.
 Just in time – This key approach basically uses to analyse customer's demand for
specific products to produce exact goods for them. It process helps in reduction of
wastages and excess store products. By implementing this approach, Mark and Spenser
can provide appropriate services to customers on the basis of their requirement and need.
 Total quality management – This key approach is focusing on quality management
activities in which firm needs to implement several factors and approaches to produce
quality services. Through this, firm can easily get higher higher growth and profitability
by providing quality goods to customers beyond the expectation and desire.
 Lean manufacturing – This process is related to the production approaches in which
firm needs to implement several creative ideas to manufacture quality goods for their
customers. Mark and Spenser needs to implement these activities in their business
procedure in order to getting desirable growth as well as income (Stoppato, 2012).
2.2 Roles and responsibilities of managers and leaders
Role of manager
 Manage play a most important role by creating future objectives and targets for their
business firm.
 Manager allocate resources to employees for its proper utilization in organisational
perspectives.
 Manager take a part in analysis and decision making process of firm to deal with critical
situation in proper manner.
Role of leader
 Leader in a business firm is create impactful strategies in order to accomplish
organisational targets and objectives.
 Leader assist in providing proper guideline and direction to their employees toward their
objectives.
 Leaders are basically inspiring individuals on the basis of their own performance and
working skills.

Leader always take risk by facing several challenges from target market.
2.3 Value and importance of operations management
Operation management have their vale and importance in organization because there are several
activities which is performed through it (Urgaonkar and et al, 2010). These are planning,
staffing, supervision which is related to production department. M&S is the one of the leading
organization of retail sector hand behind this success is well planned business activity and
operation management. Such activities assist in increasing productivity and also help in profit
maximization. With their effectual operation management M&S is expanding their business in
several other nations also as well operating their daily basis activity in better manner. Below
given is some importance of operation management:-
Supply Chain management :- M&S doing their business in several companies which
need proper supply chain for for shipping goods and services to other nation. Thus, there is
requirement of proper supply chain management by organization for delivery of goods and
services on time. Apart from this, it assist in providing stock in stores on time which will provide
satisfactions to customers and results in increasing profitability as well sales.
Quality Management :- Operation management is mainly related to the production
department of organization because it maintain quality of goods and services while
manufacturing (Tian and et.al., 2016). It is the duty of leader and manager to monitor that no
employee compromise with quality while production.
Above given are some importance of operation management which assist M&S in
accomplishing their goals, objectives and desired success.
2.4 Evaluation of the effectiveness of managers and leaders
Leaders and manager both can do operations of company in effective manner for meeting
objectives of M&S. Description of these are as follows:-
 Focus on customers – Leader and manager of Mark & Spencer have to focus on
customers by fulfilling their needs and wants. So they can operate effectively and results
in achieving objectives in better manner.
 Audit – It is the duty of leader and manager to Periodically auditing practices as well
as procedures will help weed out the ones that are no longer working. It will also help
improve those that are working but could be more efficient.

 Ensure that strategy, plan and day to day priority is aligned with needs of
customers- Their are several activities which is conducted on daily basis in Mark &
Spenser. Thus, in this situation it is the duty of leader and manager to check that these are
aligned with needs of customers.
2.5 Business environment factors that impact on decision making and operations management
In business environment there are several factors which gives impact on decision making
process and operation management of M&S. All these are mainly divided in external and internal
factors both which is mention below: -
External factors: These are factors which are from external business environment and
play important part in operation of company. All such factor are uncertain and get modify this is
the main reason enterprise have to remain alert so they can identify it. Major tool for identifying
such factor is PEST analysis which is done through leader as well manager. Below given is
PEST of M&S:-
 Political- This factor involves government rules and regulation (Weinmann and et al,
2013). After the announcement of free trade policy cost of sourcing get reduced but
whereas, changing government and tax policies give major impact on working of Mark
and Spenser. Because according to that they have to re-frame their existing policies so
they can work in proper manner and no problem related to laws and legislation can rise.
 Economical- major economical issue is price rise and it create conflict with small
retailers. Reason behind rising cost is currency impact of Brexit. As well as increasing in
price of goods and services offering by Mark & Spenser result in not affordable for
everyone.
 Social- mainly social factor involves taste, preferences, recent trend and many other all
these give impact on M&S when it get modify. This factor have wide impact of
customers and it get modify easily in this case company have to do planning in proper
manner so they can fulfill needs and wants of customers in proper manner.
 Technological- It is the term which help in providing security to retail sector but
somewhere the same is also result in risk. Major risk faced by M&S because of
enhancing technology is cyber-breach which leads to exposure customer data and their
credit card detail (Bendoly and et al, 2010). But after partnership with Sure-cloud such
risk get minimize because it automatically mange its external and internal regulatory and

other compliance process. Technology is updating but sometimes it is not possible for
company to apply latest technology because it result in extra cost which is not affordable
every time.
2.6 Critical evaluation of the application of operations management
Business environment is flexible in nature it involves two factors internal as well as
external. Explanation of these are as follows:-
Internal factors: These are the factors which are related to internal environment of
organization. All these mainly influence operation of business and its effectiveness. Major
internal factors are strength, weakness and employees (Kale, 2013). Where strength is, market
reputation of M&S and they are offering their products as well services worldwide level. On the
other hand, weakness is competition in retail sector and many other new enterprise are also
entering in market. Although, employees are backbone of business which assist in profit and
sales maximization. Apart from this it also effect business environment and wider community
because retail sector is large sector in business environment.
External factors – These are the factors which is not in the control of company it
includes economical instability, laws, political factors and so on.
2.7 Conclusion and suggestions
For future improvement company can take several major steps such as expanding their
business in several other countries also in which people are found of fashion wearables. Because
expansion is the best option for future improvements and generating more revenue.

CONCLUSION
As per the above discussion it has been concluded that management are operation both
play their crucial role in working of business. These two activities are performed by leader as
well manager in M&S which help them in achieving goals as well objective in well manner.
Leader and manger both manage day to day working of organisation in such manner that they
can accomplish target on time in effective and efficient manner. They both are necessary or
important part as mention in the report above because manager is responsible for controlling and
managing activity. Whereas, leaders duty is to frame vision of company and then convey it to
each and every employees. Apart from this, operation management is wide in nature because it
also assist in reducing their wastage and additional cost which occur while production. Along
with this different approaches of operation management assist in profit and sale maximisation.

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