Managing and Operations: Leadership and Management at Mark & Spencer

This report examines the concepts of leadership and management within the context of Mark & Spencer (M&S). It begins by comparing the roles and characteristics of leaders and managers, highlighting their distinct responsibilities and approaches to achieving organizational goals. The report then explores various leadership theories and management concepts, such as trait theory, behavioral theory, human relations theory, and chaos theory, and how they can be applied within M&S. It also analyzes how leadership and management functions are applied in different situational contexts, including decision-making processes and strategic planning. Furthermore, the report discusses key approaches to operations management, emphasizing the importance and value of effective operational strategies and the impact of external factors on operational decision-making. The report utilizes the situational, system, and contingency theories to analyze the leadership approaches and their impact on the organization. Overall, the report provides a comprehensive overview of leadership and management principles and their practical application within a retail environment.

Managing And Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
P1 Compare the different roles and characteristics of a leader and a manager...........................4
M1...............................................................................................................................................5
P2 Role of a leader and the function of a manager apply in different situational contexts.........5
P3 Application of different theories and models of approach.....................................................6
M2...............................................................................................................................................7
D1................................................................................................................................................8
TASK 2............................................................................................................................................8
P4 Key approaches to operations management and the role that leaders and managers play.....8
P5 Importance and value of operations management.................................................................9
M3...............................................................................................................................................9
P6 Impact of factors of business environment on operational management and decision
making.........................................................................................................................................9
M4.............................................................................................................................................10
D2..............................................................................................................................................10
CONCLUSION..............................................................................................................................10

INTRODUCTION
Management operation is the area of management which concern with designing and
controlling process which assist in doing a production and redesigning of business operations in
the production of goods and services (Jacobs, Chase and Chase, 2010). Operation management is
a management function which succour in managing people, technology and all other sources
which are needed and using in a production of goods and services. Operational management play
a multidisciplinary functional area in the company which helps in maximising output.
Employees of the business entity have to follow some principles which includes reality,
organisation, fundamentals, accountability, variance, causality as well as success and change.
The below analysis is carried on Mark & Spencer (M&S) which is a British multinational
retailer. The chief executive of company wants to reduce sales promotion of products and have to
increase the number of stores so that business entity earn maximum profit (Marks and Spencer
warns revamp plan will hit profits, 2017). In the below assignment discussion based upon the
functions and characteristics of leaders and managers. Moreover, different theories, models and
approaches which can be used by leaders to do leadership in the company. Distinct factors which
having a impact on operational management as well as decision making by leaders and managers
has to be discussed.
TASK 1
P1 Compare the different roles and characteristics of a leader and a manager
Leaders refers to a person who has an authority over his subordinates within his field and
can influence the employees. Leaders are those who provide the new ideas to their team
members and also they provide motivation to them so that they can not face any difficulty.
Where as managers are those person who manage the activities as well as task which are
provided by the management (Alderton and Saieva, 2013). When employees of Mark & Spencer
facing many problems in doing the work then manager provide the training along with the
guidelines to them so that they can provide the best services to the consumers.
 Leaders have to set their own goals according to the work and have to use their own ways
to achieve them. On the other side, managers are focus on the goals which are pre
determined by higher authorities of M&S and helps employees to achieve them.

 Leaders are responsible for doing the changes in the company. Where as managers follow
the set rules as well as patterns for every function (Ergun and et.al., 2010).
 Leaders are those person in Mark & Spencer who take the risk to do the changes and to
achieve the targets. On the other side, managers of the business entity control the risk.
 Leaders develop power with the people where as managers are those who exercise the
power with people.
 Leaders are the risk takers and they believe in creating a new vision and have to adopt the
new and different ways so that they can achieve them. But, managers are the people who
avoid risk and try to prevent the if any occur in M&S (Kuruppuarachchi and Perera,
2010).
 Leaders do not get annihilate down from the fear of failure. Where as, managers are the
people who have to control the functions and processes to check which can lead to
occurrence of risk.
 Leaders are those person who think for the long term and make a plan for the future of
Mark & Spencer. On the other side, managers are focused on the short term goals which
is given to them by the administration (Baldwin, Allen and Ridgway, 2010).
Similarities between leaders and managers are both involved in the decision making process both
work with the different people so that they accomplish the goals and they both are known as
action systems. A manager must be a leader as they are serving in the administrative role and
they brings under the supervision as well as power.
Differences among the leader and manager:
Leaders assist in providing the direction, align the people as well as they have to motivate
their employees so that they can provide the best services to the consumers. Managers always
deal with the complexity. They manage the work by planning, budgeting, staffing as well as
measuring performance along with the problem solving. They have to make plans and allocate
resources. Then organise the work by developing or improving the policies, procedures to
monitor progress. Along with this manager do the proper coordination and control.
M1
There are different leadership theories and management concept which are used by
leaders and managers of M&S so that they can attain success (Krajewski, Ritzman and Malhotra,
2013). Leaders and managers of the company do the proper function which will helps them in

attaining the goals and objectives. Leader of the business entity is the person who provide the
motivation or encouragement to their subordinates so that they can not face any problems inn
delivering their services. Managers of the firm adopt the plans and also have to implement that
so that they can provide the better services and also fulfil the needs and wants of the consumers.
There are different theories which the leaders and managers can use and they are:
Leadership theories: This theory includes-
Trait theory – This theory helps in analysing the personalities of the different person.
Traits includes adaptable, dependable etc. where skills are creativity and diplomatic. In M&S
leaders have a impact on subordinates and traits and skills are necessary.
Behavioural theory – In this theory, leaders of M&S have to use to identify the behaviour
of leader so that they can select best one (Ward and et. al., 2010).
Management concept: This includes -
Human relations theory – This theory help managers of M&S to identify relations and
work on them to attain growth and helps in improving the performance of enterprise in long
term.
Chaos theory – This theory is used by the manager of M&S which does not follow
minimum order. It is a complex tool to implement but it is included in most accurate theories
(Barratt, Choi and Li, 2011).
P2 Role of a leader and the function of a manager apply in different situational contexts.
The role of a leader and manager's function with reference to the various situational
context is a way important in any organisation. They play a vital role in managing different
activities and conducting numerous operations that is important for the success of any business.
Given below are some of the main areas that is being evaluated by M & S company
(Subramanian and Ramanathan, 2012).
The three major decision that has to be taken by the top management of M & C company are as
follows:-
 Deciding the code of conduct. This is the most important concern of any enterprise to set
a basic rules and regulations and following all ethical aspect of the proposed business.
This lead to determine the ways in which a system works reducing further conflicts.

 Setting up the objective- this is another major decision that has to be taken by the leader
or the manger to describe the main objective of the business. Once the target is set,
further action would be taken in order to achieve the aim.
 Strategic decisions- After setting objective, next step is to identify the best strategic
decision in order to full fill the objective of the company (Peng and Lai, 2012).
Here begins the crucial function of the manager that will be taken against all the above
mentioned decisive areas. Top management firstly need to define the purpose of their business
and than according to this the code of conduct will be determined. Next comes, setting up of
objective, this is followed by giving a clear view of the reasons behind the existence of the
company in the market. Strategic decision is now comes into picture. Under this the various
method and techniques will be described to carry out the task.
Leader plays a very critical part in any organisation. They are the backbone of any
company. Their role is something upon which the entire corporation is working. Setting a clear
vision, motivating employee, building morale are some of the key areas covered by the
managers. Characteristics like good communication skills, empathy, managing stress, intellectual
approach, convincing power are the symbol of a good leader. Their style of Woking will be more
effective and efficient than the other leader who does not poses these qualities (Stadtler, 2015).
In the above mentioned decisive areas,” Situational leadership approach” can be
followed. This can be better defined as the matter of contingency in leadership on different
situational areas. This include- leader-fellow relationship,task to be completed, follower
motivation.
P3 Application of different theories and models of approach.
There are many leadership theories which is used by the leaders and manager of the
company so that they can do proper business activities. Sometimes they have to faced many
situation which arise in the company and for that they have to do the changes according to the
situation which helps in attaining the success (Chiarini and Vagnoni, 2015). So, they have to
follow some theories of leadership which are used by leaders to deal with different
circumstances. In the different situations of Mark & Spencer that is strategy management or code
of conducts, different theories which the leaders can use. The leadership approaches or theories
should be adopted by them in a proper and effective manner. The main function of managers is
to organise the work by allocating the proper and appropriate resources which will assist them in

accomplishing the goals and objectives. Leaders of M&S have to use the different leadership
styles which assist in increasing the company's profitability. Leadership styles includes
autocratic, democratic etc. which will succour in achieving the company's objectives.
Situational leadership: It refers to theory when leader of the organisation changes his
style according to followers or workers. The leader adopt that style in which he can get fit and
develop the business. The style got changed according to the situation of the company. In Mark
and Spencer, which is one of the largest retail outlet of the united kingdom, leaders have to
change themselves according to workers so their staff members got motivated through that and
work with the more willingness. So, the firm can earn maximum revenue. Hence, in situational
leadership the managers changed their style of working in contrast of their employees
(Akkerman, Farahani and Grunow, 2010).
System leadership: System leadership is that leadership which is totally depends upon a
structure of the company. All the structure as well as policies which are made according to the
system of the business enterprise. The duty of the leader is to make all the work in a systematic
manner so they can achieve organisational goals and objectives. Mark and Spencer works in a
systematic manner so they can achieve their target customers and earn profits (Management &
Operations, 2017). The manager have to share the ideas with management and also share the idea
of management with subordinates so that system can run properly and in a effective manner.
Contingency theory: In contingency theory it proclaims that there is no best way of doing
something like to lead the organisation and also in decision making. A contingent leader applies
his own skills whenever required and it have to apply those skills in a effective manner. Their is
no best way of doing the task so the decision can be made according to the task or according to
the environment situation. It emphasizes on the both leaders ability as well as the situation in
which the leaders leads the environment (Sheu, 2010).
M2
There are different theories and approaches which is used by the manager and leader of
Mark & Spencer.
Situational leadership:
Strength – This theory helps the leaders in providing training to the leaders. Along with
this it put emphasis on the flexibility of leaders. It assist in identifying the perspective value in
the different contexts or situations in the firm.

Weakness -This concept is hard to define that how commitment is conceptualised. This
theory is conducted by the leaders which assist them in justifying the assumptions as well as
prepositions on a theory basis.
System leadership:
Strength -This theory helps the workers in providing the services in a system and
efficient manner (Galindo and Batta, 2013). It helps in doing the work with a clear aim so that
they work with a system so that they enable with a appropriate leadership.
Weakness – This theory does not address power and social inequalities.
Contingency theory:
Strength - This theory helps the leaders in doing the research so that they can do the
appropriate leadership. It help in acknowledges the business environment as well as assist in
recognising the multiple methods as well as approaches which assist in managing all the
operations in the firm.
Weakness – This theory is complex in nature as well as having inadequate literature.
D1
According to Yang, Hong and Modi (2011), the leaders and managers of M&S have to
use appropriate approaches so that they can attain goals and objectives. Along with this they
have to use appropriate theory so that employees can not face any problem. Manager have to
provide the training along with the guidance so that they can provide the best services to the
consumers. The leaders and managers of the firm have to use appropriate approaches which will
assist in providing the encouragement or motivation to the employees so that they can provide
the best products and services to their consumers.
TASK 2
P4 Key approaches to operations management and the role that leaders and managers play.
Mark & Spencer is a British Multinational retailer, specialised in home products, food
products and selling of cloths. Working on the bases of departmental store, they try to offer a
range of product to their customer. They uses supplier relationship in order to serve their
customer in a more effective manner. For the best output, the company work on their input. They
collect the best material for clothing, home products are sensitively made for the uses of people
without any side effects, food products are also best in quality (Tang and Musa, 2011).

In M & S, The responsibility of the manager is to maintain good relationship with the
suppliers,also the suppliers should be trustworthy. This is because their entire operations is based
on the supply management .therefore, they need to focus on the actions of suppliers. A leader is
the only person who can have a totally different approach to run a company successfully. That is
why, an intellectual leader with all positive attributes, can take a company so high, that they set a
bench mark for the other competitor in the market (Dekker, Bloemhof and Mallidis, 2012).
Now there are some approaches towards the operations management:-
1- Lean production approach is simply a waste minimization method without hampering the
level of production of the company.
2-Total quality management – This is a continuous effort by the company to achieve long term
customer loyalty and customer satisfaction.
3-Just in time- Under this the company try to reduce the waste of production and use it more
efficiently by arranging goods only when they actually require in the production process.
4-Continuous improvement refers to the stage where the company believe that there is always a
scope of improvement at every single step of operations.
For applying the above mentioned approaches to the organisation, the leader has to be more
aware about all the aspects of these methods so their application can full fill the objective of the
company.
P5 Importance and value of operations management.
Operation management refers to the administration of the business practices so that they
can create the highest level of efficiency. This helps in doing the proper designing of the
products and services so that they can attain a leading position in the market. Operation
management is concerned with converting material as well as labour into goods and services so
that they can attain targets and maximise the profit (What is Operations Management?,
2017).
Importance of operation management – Operation management helps in doing the
improvement by using the appropriate resources so that they can deliver the best product to the
consumers. Operation management is a set of all the activities which is related to management
which includes planning, organising, staffing, leading and controlling of the operations of Mark
& Spencer. Operation management is important for the managers which succour in improving

the productivity in the efficient manner and by that they can improve the financial health of the
business enterprise. The managers of M&S have to do effective conversation with the leaders
and employees which helps them in maintaining the quality of the product. Operation
management aid in reaping the goals and objectives with the expansion of growth (Parry, Mills
and Turner, 2010).
Value of operation management – The employees of Mark & Spencer have to do proper
operation management so that they can attain the goals without any problem. In Mark & Spencer
they are doing the work by using the various functions of operations and they are having the
value which is marvellous. They have to do task by using the appropriate resources which helps
in reducing cost of merchandise. They have to provide and deliver the better products with their
rivalries which helps in attaining the targets. Along with this it helps in increasing the sales and
earn maximum profits (Tayur, Ganeshan and Magazine, 2012).
Operations management involves the entire process of collecting a raw material to
convert it into a finished goods. Therefore, its function can be seen at every single stage of the
production process. This is as important as the other function like finance and marketing in the
company. For the internation expansion, a right approach towards operations management
should be used. It provide a number of opportunity for the growth of the organisation. Its a costly
process of the corporation but responsible for the major achievement of a industry. Its value can
be very well evaluated on the bases of its importance.
M3
Managers and leaders of Mark & Spencer are responsible in improving the efficiency of
the process which helps in doing operational management. They have to use appropriate process
which helps in proper functioning on the daily business operations. Operation management helps
in maintaining the quality of merchandise which they are delivering to the consumers. This
process succour in running the business effectively and efficiently (Wu and Pagell, 2011). The
manager as well as leaders of M&S have to identify the desires of customer and according to that
they have to produce product which helps in improving sales and attain maximum profit.
Moreover, it helps in providing the satisfaction to end users.

P6 Impact of factors of business environment on operational management and decision making.
There are different factors whether it is internal or external having a impact on the
operational management as well as decision making which are taken by the leaders and managers
of Mark & Spencer.
Internal factors – These factors having the impact on the success as well as growth of the
business and approaches of the operations in business entity.
Financial variables – This factor includes all the financial resources like funding,
investment, opportunities as well as sources of income (Wang and et.al., 2010). The risk which is
related to finance based on the financial structure of Mark & Spencer. It depends on the business
transactions as well as financial system so that they can set the price of merchandise according to
that.
Internal relations – The manager of Mark & Spencer have to maintain the relation with
employees so that they can not face any problem. Along with this it helps in attaining the goals
and objectives. The employees have to use appropriate resources which are available in the
company includes human as well as physical resources.
External factors – These factors having a impact on each business which are present in the
industry so that they become successful by handling the different things.
Suppliers – Suppliers are the important person for M&S. They provide the proper
material to the manager so that they can do proper managing activities. Moreover, supplier of the
company have to provide high quality material which helps in making the best products to the
consumers and by that they can attain the targets (Starr and Van Wassenhove, 2011).
Competitors – M&S having many rivals in the competitive market and for attain the
success manager have to provide the best quality merchandise and services. Along with this they
are based on the requirements of consumers. They have to use upgraded technology so that they
can reap success.
There are some external factors which having a impact on the business environment of
operational management which includes:
Political: The employees of the firm have to use appropriate policies or laws which helps
them in managing the work so that they can attain the goals and objectives. Stability of
government is also necessary.

Economical: In the company, the managers have to provide the positive working
environment to their employees which will help them in offering better services and on the basis
of that they can not face any issues. Along with this they have to use appropriate monetary
policy.
Social: It includes the income distribution, demographic influence etc.
Technological: If Mark & Spencer wants to achieve the goals and objectives as well as
success then they have to upgrade their technology and provide innovative products and services.
CSR: It is a form of corporate self regulation which is integrated into the business model.
It assist in describing the company's efforts so that they can improve the society in the different
ways. The managers of the firm have to implement the environmental friendly policies in the
workplace.
Stakeholders: It is the important part of the firm as it helps in increasing the capital of the
business entity. The managers of M&S have to provide the records or data of the firm to the
stakeholders which will helps them in making the correct decision.
M4
Different factors which affect business environment as well as community are political,
economic, technology along with social factor. Political factor assist in governing the operation
as well as business activities of the firm. The main elements are tax, trade etc. which impact on
the trade and operations of the business entity (Ergun and et.al., 2010). Economic factors include
growth, inflation etc. which impact on purchasing power of consumer. The staff members of
M&S have to use upgraded technology so that they can improve the product as per the need of
buyers. Social factors includes age, beliefs, traditions etc. affect the preference of the consumers.
If business entity wants to attain the success in the competitive market then they have to provide
the updated and qualitative products and services which will assist in providing the proper
satisfaction to their consumers and on the basis of that they can attain the goals and objectives.
All the products and services should be provided according to the needs and wants of the service
users.
D2
According to Kuruppuarachchi and Perera (2010), the process of operation management
helps in managing all the activities in business entity so that they can reap the targets. Along with
this, it helps in offering and delivering the best product to the consumers. The employees of

Mark & Spencer have to use appropriate tools and techniques so that they can achieve the
targets. The managers are responsible for managing as well as providing motivation at the
specific intervals of time to improve the productivity along with the proficiency. M&S have to
identify the process of operation management so that they can expand the growth in the market.
There are other factors which affect the operational management of the company which includes
the corporate social responsibility, stakeholders etc. which will helps in attaining the goals and
objectives.
CONCLUSION
After summing up above assignment, it has been observed that the leaders and managers
of Mark & Spencer have to use appropriate models, theories and approaches which helps in
attaining the success. When the conflict arise in Mark & Spencer they have to resolve that on
time. For reaping maximum revenue they have to provide the best services as well as
merchandise to the consumers. Leaders are the person who provide encouragement to staff
members so that they can complete work in time and in effective manner. Leaders and managers
have to do effective communication so that they can attain targets.

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