Management & Operations Report: Leadership Analysis (M&S)

This report provides a comprehensive analysis of management and operations, focusing on the roles of leaders and managers within the context of Marks & Spencer (M&S). It begins by differentiating between the functions of a leader and a manager, highlighting the vision-driven approach of leaders versus the goal-oriented approach of managers, and includes examples of Steve Rowe and Phil Cumming. The report then explores key management concepts, including the Management by Objective process as outlined by Peter Drucker, and the three management roles theory discussed by H. Mintzberg. Leadership trait theory and various leadership styles are also examined. The report further delves into hard and soft management skills, transformation processes in operations management, including Total Quality Management and Just in Time approaches, and capacity management. It analyzes the strengths and weaknesses of different management approaches, evaluates leadership styles, and applies these concepts to the transformation processes within M&S. Finally, it offers recommendations to management, drawing conclusions about the impact of capacity management and other strategies on organizational success.

Management & Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1 & LO3.................................................................................................................................1
Difference between the role of a leader and function of a manager...........................................1
Management by Objective process as by Peter Drucker.............................................................4
Three management roles theory as discussed by H. Mintzberg..................................................5
Leadership trait theory and two styles of leadership...................................................................6
Hard’ management skills and soft leadership skill.....................................................................6
Transformation processes in operations management................................................................7
Total Quality Management.........................................................................................................8
Just in time approach...................................................................................................................8
Capacity Management in operations...........................................................................................8
LO2 & LO4....................................................................................................................................10
Department and its operations...................................................................................................10
Background of management team.............................................................................................10
Strength and weakness of different approaches........................................................................10
Evaluation of leadership style...................................................................................................11
Transformation process in the case of Marks & Spencer.........................................................12
Impact of Capacity Management on the organisation...............................................................12
Recommendations to management...........................................................................................12
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Management is the process by which a business executes planning, organising, staffing,
directing and controlling. This set of management activities define the role and function of a
manager. Management work as a method by which business achieve its goal and target. Planning
help to develop a goal, while organizing allocated the best resources for the project or goal and
directing refer to give instruction to the employees that help to operate activities according to the
project and controlling help to ensure the completion of task and to determine department where
it is need to improve. Leadership define the power and ability of a person that motivate or
influence the other employees of the organisation. There are some role or function of the
leadership that is to inspire the trust among all employees, to create transparent vision for the
company and communicate them to employees, to implement strategy for the business that help
company to achieve its goals and last is to increase the potential of the employees. The
organisation for this report is Marks & Spencer which operates its business in retail sector (Faure
M.G., 2014). The M&S is a British multi-national company that is specialized in clothing, home
and food products. For this assignment the difference between role and function of a manager
and leader is discussed.
LO1 & LO3
Difference between the role of a leader and function of a manager
Marks & Spencer operating its business in the society from a century. Company has
expanded its business in international market with the support of manager and leaders. So the
difference between the role of a leader and function of a manager is mention below:
Basis Leader Manager
Role of a leader
Vision of a leader The role of a leader is to
develop a vision for the
company and then to execute
their vision into practical
world. Like Steve Rowe the
While manager divide the
project into small goals and
then implement the strategy by
which company achieve their
goals easily. The manager of
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chief executive of M&S has
been performing various roles
in the company.
M&S is Phil Cumming who is
responsible for the work of a
small team.
Leader are unique. Leader are always aware about
their work. They always try to
differentiated themselves from
another. Transparency and
authentic of a leader help them
to develop their roles from
other employees. Like Steve
Rowe developed a new
business between the year
2004 and 2008.
Manager always copy the style
of a leader. In these case
manager adopt a particular
style or behaviour rather than
defining or exploring it. Like
Phil Cumming has aware
about diversity workforce that
work with them. So manager is
responsible for expanding its
business according in globe.
Function of a manager
Style for operating activities
by a leader or manager
Leader follow the
transformational style of doing
a particular activity. Like it is
the duty of Steve Rowe to
transform a difficult vision
into a practical situation.
The manager follows the
transactional style of
leadership in doing its
activities. Like Phil Cumming
delegate the task into smaller
parts. As it help employees to
know about their task.
Purpose of a manager and a
leader.
The leader always tries to
grow a business and to develop
more operating activities for a
business. Like Steve Rowe
focus on the E-commerce
business in the year 2009.
Manger want to achieve the
goal that is decided by the top
management. This goal helps
the company to increase their
profits in the market. Like Phil
Cumming attracted toward
cultural sector to increase the
economy of their furniture
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department.
Difference between the function of management and leadership:
`
Basis Function of a leadership Function of management
Rational process.  The first function of a leader
is to generate the trust
among the employees. A
leader has quality and ability
that help to perform its
function with more
efficiency and effectiveness.
Like Steve Rowe has more
than twenty year experience
in the company which help
them to become the ideal of
the others employees.
 Management function
start in the company with
the development of a
plan. With the help of
planned activities, it is
easy for employees to
perform their task. Phil
cumming develop the
plan with its skills that
help company to develop
its business.
Deciding target.  Second function of the
leadership is to develop a
creative vision for the
company. Steve Rowe
always try to prepare a
unique vision that help
company to increase the
growth of its business.
 Another function of the
management is to
organise different
resources like people,
material etc. that help
company to complete its
project. Phil Cumming is
responsible to allocate the
resources that help
company to complete
their task on time.
Employee relation.  Third function of the
company is to implement its
 The third function
perform by the
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strategy under or with a
systematic process. As Steve
Rowe always perform its
activities with a systematic
process because it help to
achieve constant results.
management is to instruct
their employees and
workers. So that
management put efforts of
their employees towards
right direction. Phil
Cumming make ensure
that workforce of
company is moving
towards the right goal and
project.
Method of executing
strategy.
 The last function of
leadership is to increase the
potential of a company
employee's. Steve Rowe
motivate their employee's to
reach beyond the limits of
their potential. As it help
employee's to match
performance with their
targets.
 Last activity of
management function is
to control the activities of
the organisation. As
manager is responsible
and authorise to complete
the task or project of the
company. So Phil
Cumming control the
activities to accompany
the goals of the company.
Management by Objective process as by Peter Drucker.
According to Peter Drucker communication is the most important thing in the
organisation. As the main purpose of the business is to create and retain a customer. As Peter
Drucker discussed the process of management which has four essential elements that are
discussed as below:
 Goal specificity- The top management of the Marks & Spencer decide the goals for the
whole organisation. In these manager include the factors of company as well as
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employee's. So that manager and subordinate also accomplish their goals while achieving
company objective or targets.
 Action planning- Plans are made for both the individual and department. Marks &
Spencer is a multi-national company. So they create goals by which its employee's has a
large number of options or reason for achieving the targets of the company. Like good
amount of products sale help M&S to increase its profits and employee's also get
incentive to complete their target.
 Self-control- In a critical situation employees should not implement a method that
decrease the brand image of the company. So the employees of M&S are trained so well
that they always perform their duty in a measurable way.
 Periodic view- It is last step that is followed by the management of Marks & Spencer.
Under this the performance is evaluated and corrective action are implemented to meet
the process of company with company’s objective. Top management also boost the
employees by appreciating their employee's performance (Kallio and Kallio, 2014).
Three management roles theory as discussed by H. Mintzberg
The three roles of management that are cover by the H. Mintzberg that help a manager to
take decision while performing a managerial job (Ariss and et. al., 2014). These roles are as
follow:
Interpersonal role- It is one of the most important role of a leader because a good leader
will work as a project confidence. This help employee's to feel a sense of safety and security to
cover its goals it also ensures that the job performed by employee's is right.
 There are some points under interpersonal role that is figurehead it will help to help and
support all employee's. Another role of leader is to guide the employees towards a
specific goal. The closing role of interpersonal is to interact with different people to
build the trust among themselves.
Informational role- As the word information say that to explore the new information to
gain a competitive from company rivalry. Under informational role there are some points which
include the ability for a manager to take the decision. These points are as follow:
 Monitor is the first role of the manager to overlook on the performance of an
organisation. Another is Disseminator role this say that manager provide necessary
information to all departments that directly provide benefits to the teams or groups.
5

Decisional role - The managers who is working in a large organisation has to take
decision like they are running their small business. Being a manager they had to thought as an
entrepreneur to take decisions. Some points which define the role of decisional H. Mintzberg
theory is as follow:
 The first task is to remove the barrier that upcoming in the completion of the project. As
it Marks and Spencer to resolve the issue of their short and long term growth. To
complete a project there is always a need of various resources to complete the task
(Shaheen F 2014). Last is to negotiate the deals inside and outside the organisation so the
manager of Marks & Spencer can earn more profits from different activities.
Leadership trait theory and two styles of leadership
The trait theory of leadership says that individual is born with some specific traits. If
management find such traits like good communication, charming personality then it is easy to
identify leader. This theory says that specific trait for a leader is beneficial when they are
naturally in it. Like Steve Rowe has a habit of quick learning this trait helps him to obtain the
position from a merchandiser to the chief executive of the company.
Style of leadership:
1. Supporting leader- This type of leader always supports their employee's in their
problem solving and to achieve its goals with in a particular time period. They also tell
their employee's that how they perform their job with more efficiency and effectiveness.
Like Steve Rowe always listen the issue of their employee's. So that it is easy to guide
them and it also help employees to take decision effectively (Starbuck P, 2017).
2. Delegating leader- This type of leader divide the task and duty to their employee's. This
leader develop the plans for their employee's and help them to take the decision. Under
delegating leadership style employee's will decide who complete the task. As it helps the
employee's to evaluate their work. In these leader accept employee's decision and then
measure their performance.
Hard’ management skills and soft leadership skill
The hard skill is one which is taught by the management to their employee's. This skill is
often learned in the school. Bookkeeping, accounting, construction is the type of hard skill.
While soft skill are attributes and traits that impact on the interpersonal and communication trait
of the organisation.
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Analysis on hard skill and Soft skill
 An individual who has high hard skill perform better in the completion of a project and
task. While if similar individual is not having enough soft skill then there is a chance that
individual performance is not better in groups and task.
 Some profession requires equal weight-age of hard skill and soft skill like in case of
accounting and law. Marks & Spencer require similar weight-age of hard and soft skill so
employee's will perform better in the performing the task of the company.
 In the marketing and sales department of M&S. Management need employee's which are
high on soft skill because their communication and networking skill help company to
convincing a visitor to buy our product (Bengtsson and et. al., 2016).
 The self-awareness is the best factor in exploring the hard or soft skill for the company.
Employees of M&S find out which factors will work as a strength for them. So it results
that employee's will analysis its weak points and improve them for a good change.
Transformation processes in operations management
Input-output transformation model of the business has three different types of factors to
complete the business process. It includes Material, information and customer processing. This
process is discussed as below;
 Material processing- The transformation of a physical properties or raw material into a
finished product. Most of the manufacturing operations are run on this basis. Like M&S
combine various material to complete a finished product.
 Information processing- In this factor most of the information is transformed into
informational properties. It includes the change of purpose of information. Like in Marks
& Spencer accounts department analysis different form of incomes and then transfer it to
compile a similar result (Giltinane, 2013). Example mode of payment is different but the
expenses is recorded at the book of accounts.
 Customer processing information- Under this the properties that belong to the customer
are change as according to the demand of the customer. Like in these Marks & Spencer
design different clothes according to the customer customization. With this activity
organisation try to change the appearance of a customer like to create perception in mind
of a consumer. To improve efficiency of the employee's.
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For a successful business there are different roles and function are performed by a leader
and manager to implement the successful strategy to gain high competitive advantage from their
employees (Ghasabeh and Reaiche, 2015). Under this some of the different approaches are
mention in context of role of a leader.
Total Quality Management
To understand the TQM first it is essential to understand the quality meaning. The word
quality refers a benchmark for the superiority and inferiority of a product. As quality is always
paired with the price factor. Marks & Spencer charge a high price from their customer but they
provide quality food or other products that contain high value in their product.
Steve Rowe as a leader of the Marks & Spencer execute this total quality management
approach. As this approach help the company to become a customer oriented company. Like in
this case the common goal of all department or stores of Marks and Spencer is to find out
technique to improve the quality of a product.
Just in time approach
This approach say that goods need to deliver at the right time and at right place with a
right quantity. Under this approach the waste should be reduced by the company and to improve
productivity in a continues process. JIT approach says that all things that not include value in
production system is a waste for the company.
The function of Phil Cumming as a manager monitor the production process and to
implement Just in time approach. As it helps company to make their products cost effective and
to increase the profits of the company. This approach simply executes minimum level raw
material to complete finished goods. Information is exchanged with stakeholder of the company
to ensure that every information is perfect.
Capacity Management in operations
The word capacity define physical manufacturing of the company goods or product that
is required by the operation department (Epitropaki, and Martin, 2013). Capacity does not show
the capability of the operation department. Like in context of Marks & Spencer capacity refer to
the number of clothes that are manufactured by them to sell in the market.
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In easy words capacity is maximum addition of value in a product with in a minimum
time that is achieve by the company under its daily basis of operation. As because the capacity is
not a fixed number.
Some method to achieving the capacity management:
 Overtime- In this employee's or workers will work for a longer time rather than their
normal working hours. The overtime method is easy, quick and convenient because
regular staff of the company will do extra work for the company.
 Staff scheduling- To arrange flexible timing for the employee's so that they complete
their daily task. It help M&S to reduce the training cost for the new staff as because
regular staff will work for them with efficient time scheduling (Bruggencate and et. al.,
2012).
 Size of the workforce- At the time of peak sale of products or services M&S will hire
staff from outsource for a shorter period. As it help company to reduce their cost and to
increase the learning curve of their existing staff or for their temporary staff.
Objectives as per Operation Management
 Quality- The term quality help company to set up a standard for their product. Marks &
Spencer enter started their business before a long time but they compromise with its
quality. It is the major reason that company is running its business from more than 100
years.
 Flexibility- M&S operating their business at a global level. For this company try to
develop their policy and strategy according to flexibility of all areas of its potential
market.
 Cost- Price is the major factor of the company that impact on the decision of the buyer.
Like M&S has developed its image in market as a British luxurious goods. As for this
price factor will impact less on its price.
 Speed- Deliver of products is the major factor that impact on the business. Like when
M&S started to sell their products through online platform then they focused to deliver
fast its products.
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LO2 & LO4
Department and its operations
Marketing is the important department of the Marks & Spencer company. There are
various roles like advertising, selling etc. which are decided by management and perform by
Marketing team. Operations are the support pillar for an organisation which work as a
background team to increase profit of the organisation (Deichmann and Stam, 2015).
 The first important part of marketing department is that it help a company to transfer
and exchange of price and goods between customer and merchandiser. In context of
M&S it help a company and customer both by communication channel between them.
 Marketing include various activities for the company it include buying, selling,
transporting etc. that compile together to perform marketing activities. By this M&S
help a country to generate more employment in their country.
 To earn more income marketing is the major tool that help a company to generate more
revenue for their business. Management of M&S say that any activity that relate with
income and expenses is inter-relate with marketing function.
Background of management team
Steve Rowe is the current leader of the company which has provide their service in the
company from more than 25 years. Steve Rowe joined the company a part of store management
in the year 1989. After that continue efforts of Steve Rowe help to gain the top position in then
company. Phil Cumming work as a senior manager in the company (Aydin and Uysal, 2013).
Before join Marks & Spencer Phil was working with kingfisher and London Olympic to manage
and implement different strategy for their business. This background experience, skills and
subject expertise help Phil to gain the position of manager in M&S.
Strength and weakness of different approaches
Strength of manager & leader Weakness of a manager & leader
 Just in time approach help a manager to
reduce the waste in a production
process. Like Phil Cumming execute
soft skill to control the management of
the company. As it help company to
 In the JIT approach there is very less
space to innovate a product in the
market. Like Phil cannot redo a product
if there is a mistake in the lot of
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match managerial effort with
sustainable plan of the company.
products.
 The TQM approach of the company
help Phil to maintain the inventory for
their business. As it help company to
deliver their products at right time.
 The TQM approach focus on the
quality of the product while it does
deliver products on time. Steve create a
strategy which reduce delivery time of
the products.
 The just in time approach help the
company to sale its finished products
with in a minimum time. Like chief
executive Steve sold its clothes before
the trend declined by customer.
 Sometimes at time of unexpected order
Steve has to manufacture more
products that is not possible with this
approaches as it work as a barrier to
complete the task.
 Most of the company sell its products
with total quality management
approach. Similarly Steve Rowe also
executed TQM approach to check its
product quality with efficiency and
effectiveness.
 For a company manager has to perform
various roles to complete a product. At
that time Phil was not present at all
department for implementing the
similar process in the process of
operation.
Evaluation of leadership style
The supporting leader style is a way to improve management in human resource
department. With a supportive leader company improve the efficiency of their employee's. While
in other department it is similar beneficial for increasing the performance of staff (Yammarino
and et. al., 2012). While sometimes it reduce a negative impact like employee's are flexible by
management that delay in decision.
In the case of delegating leadership style companies identify goal and divide it properly.
With delegating leadership all department work together for a similar goal. Like in case of Marks
& Spencer companies operating its stores in various countries. For successful running of stores
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company implement delegating leadership style as it match a specific goal with combination of
all departments.
Transformation process in the case of Marks & Spencer
The transformation leadership process help company to motivate their employee's. It
help them to work beyond their capability in the organisation. In context of Marks & Spencer
Steve adopt this style of leadership and it will help to become a pro-active leader. For
successfully execution of the transformational leadership Steve generate more expectation in
their followers (Allio, 2012). This leadership help Steve to distinguish between different capacity
of the organisation. Example- In the Marks & Spencer employee's perform various activities
from manufacturing to selling of different products such as clothes, food etc. For this case
transformational leadership help company to match their goals with different departments. Steve
explore various methods to create a good perception of product in the mind of consumer.
Impact of Capacity Management on the organisation
With the implementation of the capacity management companies has to go with different
adjustment. Like it impact on the cost of company with overtime company has to bear extra cost
of to give salary. In these case Marks & Spencer found a alternative to cover this cost by increase
their sell of products.
Another adjustment that is made it include in the case of staff scheduling like for this
employee's compensate their negotiated hours that are taken by them in the time of emergency.
As if management of M&S thought to buy a new product at that time company has to bear extra
cost for the training of the new staff.
Recommendations to management
 Information technology is the major tool for the organisation to implement a successful
strategy for the management. Like broadcasting of products help company to attract
more customer. This technique help marketing department to reduce the cost of
company in advertising the product (Tyssen and et . al., 2013).
 Another recommendation is for the case finance & HR department. First company sell
their products only with stores but now with dynamic changes company adopt online
platform. For this reason other operational department have to become friendly with
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technology to improve the performance of their employee's. It help company to operate
online retail as well as multichannel store for their business.
CONCLUSION
From the above report it is concluded that manger and leader are those pillars of the
company that help to expand and growing a business on a regular platform. Marks & Spencer is
top retailer company of the world. Such a huge retailer has to manage a large number of
workforce that is controlled by manager and leader of the company. In this case various
approaches are enforced to find out role of a leader and function of a manager. Strength and
weakness of a manager or leader is also defined for retaining the interest of stakeholder.
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STRENGTH AND WEAKNESS OF LEADER & MANAGER. 2019 [Online]. Available
through:<https://businessteacher.org.uk/swot/marks-and-spencer.php/>.
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LEADERSHIP APPROACHES OF M&S. 2018. [Online]. Available
through:<https://www.ukessays.com/essays/marketing/pestle-analysis-on-marks-
spencer-marketing-essay.php/>.
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