Leadership and Management: Analysis of Roles, Theories, and Operations

This report examines leadership and management principles within the context of Marks and Spencer. It begins by defining and comparing the roles and characteristics of leaders and managers, differentiating their responsibilities and authorities. The report then delves into various leadership theories, such as situational and contingency theories, and their application in resolving conflicts and improving service delivery. It further explores Fayol's management functions – planning, organizing, commanding, coordinating, and controlling – and illustrates their practical application through examples like conflict resolution and timely service delivery. The report also analyzes leadership approaches like situational and system leadership, highlighting their impact on productivity and employee performance. Finally, it covers the role of operations managers in enhancing efficiency and decision-making, key elements of operations management systems, and factors within the business environment that influence operational management, concluding with an evaluation of these factors and their impact on the business.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1: Different roles and characteristics of a leader and a manager..............................................1
M1: Analyse and differentiate between the role of a leader and manager by the application of
various theories...........................................................................................................................3
D1: Critically analyse and evaluate the different theories and approaches to leadership...........3
TASK 2 ...........................................................................................................................................4
P2: Role of a leader & the function of a manager apply in different situational contexts.........4
P3: Theories and models of approach........................................................................................5
M2: Analyse the strength and weakness of different approaches...............................................6
TASK 3 ...........................................................................................................................................7
P4: Role of Operations Managers with regards to improving efficiency and decisions they
make............................................................................................................................................7
P5: Key elements and approaches of different operations management system.........................9
M3: Evaluate how leader and manger can improve efficiency of operational management to
meet business objective.............................................................................................................11
TASK 4..........................................................................................................................................11
P6: Factors within the business environment that impact upon operational management.......11
M4: Analyse different factors that affect the business environmental......................................13
D2: Evaluate operations management and factors that impact business environment.............13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Now a days, in whole organisation managing the operations is essential. As management
and operations involves planning, arranging and directing the manufacturing procedures of
products and services (Lee and Ritzman, 2015). In this, company develop higher effectiveness
through transforming raw material or resources into finished goods effectually for enhancing
profitability of the firm. The main objective of operations management to attain consumer
satisfaction as well as optimum utilisation of resources. For this report the chosen company is
Marks and Spencer which is the fastest growing British multinational retailer. Its headquarters is
in Westminster, London, UK. It specialises in selling standard quality clothes, food as well as
home products. The purpose of this report is to explain as well as compare various roles and
characteristics of manager and leaders. Examples how role of leader and manager function used
in different situations. Models and theories of approach and operations managers role to develop
efficiency and decisions. Key elements as well as approaches of various operations management
system. Apart from this, various factors impact upon business operations are also mentioned in
this report.
TASK 1
P1: Different roles and characteristics of a leader and a manager
Definition of leaders
According to the Conger, Leaders are considered as an individuals who develop guidance
for a performing team of people who obtain commitment from that group members towards this
particular direction as well as who them encourage them to attain guidance results (Jacobs and
Chase, 2018). For example: Marks and Spencer's leaders influence as well as inspire its workers
to accomplish the pre determine goals of the firm. Therefore, the roles and characteristics of
leaders are mentioned below:
Leaders role:
 Leaders role in Marks and Spencer is to encourage the staff to do their work as per the
respective firm requirements. To solve disputes or problems in team to manage its effectiveness as well as productivity.
Leaders characteristics:
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 Leaders of Marks and Spencer have capability to guide the overall groups in respects of
respective firm objectives.
 To develop future strategies and plans for the betterment of the firm.
 To assure that many functions such as management, operations etc. are performed in
effective manner to accomplish the goals of the respective company.
Definition of manager
According to the (Dilworth, 2012), manager is known as a individuals who are
accountable for managing as well as well controlling firm, workers and people regraded in
context of its skills, knowledge and so on . For example: Marks and Spencer's managers obtain
instructions from higher authority and deliver that to their subordinates as well as assures that
work is being performed in efficacious ways. Thus, roles and characteristics of Marks and
Spencer are as follows:
Roles of managers:
 The Marks and Spencer manager role is to maintain as well as control overall work that
is done through workers of the firm. In case any kinds of modification performed in respective company then this is the role of
their manager to communicate whole essential information to its employees.
Characteristics of manager:
 Marks and Spencer's managers are creative thinkers because of this it can make effectual
decisions as well as policies that are beneficial for both staff and management.
 They are being committed towards organisational growth because of that it can control
their operation.
Comparison among leader and manager:
Basis Leader Manager
Traits Marks and Spencer leaders traits
are to be self motivated, positive
thinker, energetic, passionate so
that they can lead their staff
effectively.
Traits of Marks and Spencer 's
manager are to empower their
group, should be the effective
communicator, should have clear
vision and strategies.
Roles and responsibilities Main role and responsibilities of Roles and accountabilities of
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Marks and Spencer leaders is to
develop sales individuals that
are employed under them.
Marks and Spencer's manager is
to operate the stores effectively.
Its reponsibiliries is to assure
that its employees provides good
services to its clients and
observe their performance.
Authority and power The authority of Marks and
Spencer manager is to assign the
work to their staff members as
well as it has power to control
the overall operations of the
firm.
Marks and Spencer leaders have
to power to influence its
subordinates in order to
accomplish the work. Also, they
has authority to guide and
observe that the task are to
completed as per their guidance.
M1: Analyse and differentiate between the role of a leader and manager by the application of
various theories
Manager of Marks and Spencer should adapt several leadership theories in order to deal
with various unforeseen situations such as late delivery, conflicts, wastage of resources etc.
herein, manager have formulate strategies ad leaders role is to direct the staff to resolve its
problems (Rutherford and O’Fallon, 2017). Moreover, they can comply contingency theory of
leadership to resolve the disputes and enhance the quality of the services so that organisational
objectives can be achieved.
D1: Critically analyse and evaluate the different theories and approaches to leadership
 Situational theory: this explain that leaders should chose appropriate alternatives for a
provided situation, so, the decision can be developed effectively.
 Contingency theory: As per this, leadership style can not be used in whole
circumstances. Effective leaders have to examine the external situation and staff needs to
opt specific style. It facilitates advantage by facilitating flexible work environment
(Heizer and Render, 2018).
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TASK 2
P2: Role of a leader & the function of a manager apply in different situational contexts
Fayol's management functions:
Henri Fayol theorised that all the five functions such as planning, organising,
commanding, coordinating and controlling are world wide as well as all the managers of the
Marks and Spencer have to perform these functions in its regular activities. All these are
mentioned below: Planning: This is considered as a procedures, a vision that depends upon experiences as
well as facts which is essential for an effective action (Alderton and Saieva, 2013).
Planning cover up the gaps among where currently they are and in future where it want to
be. As per the Henri Fayol, drawing up a effective action plan is the toughest of
management five function. In context of time and execution, planning must be connected
to as well as coordinated on various levels. Organising: Firm can perform effectively if it is well organised. It refers that there
should be appropriate funds, employees as well as raw materials so that company can be
operated smoothly and this can develop a efficacious structure of work. Manager of the
Marks and Spencer is to arrange the personnel in effective way as well as framework and
align organisational activities. Commanding: Manager should have to supervise its staff in its regular activities as well
as encourage them to attain organisational objectives. Similarly, this is the
accountabilities of Marks and Spencer managers is to deliver the goals and policies of the
firm to their subordinates in effectual manner. Associates commanding have to be
consistent with their policies and all manager should treat staff appropriately. Controlling: This assures that activities are generating the expected outcomes. This is
limited to observing the activities results, reviewing the information of the feedbacks.
Manager of the Marks and Spencer control their operation as per their policies and goals.
 Coordinating: When overall operations are harmonised, the company will perform
effectively (Stevenson, Hojati and Cao, 2017). Positive influencing of staff behaviour is
essential in Marks and Spencer. Coordination aims at challenging motivation as well as
discipline into groups dynamics. It needs effectual leadership and clear communication.
Application of these functions using an example of manager in various situations:
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 Conflict solution: Conflicts are raising among staff in Marks and Spencer. This can be of
various reasons sue to miscommunication, cultural differences etc. manager and leaders
have to perform various functions as per the circumstances. Disputes can be solved in
firm through facilitating specific role for every staff. So the functions of the Marks and
Spencer manager is to formulate effective plans so that all the employees can work
together without any conflicts (S eS, 2012). Moreover, it have to command the their
workers so that they do the work in appropriate manner. In respect of the leaders, leaders
should utilise its capability as well as expertise to manage its staff or subordinates. Also,
manager and leaders of Marks and Spencer both have to concentrate upon the roots of the
disputes so that whole situations can evaluated properly.
 Time delivering services: As this is essential for firm that all the products are to be
deliver on time but in case of Marks and Spencer, they can not able to deliver their
products in time. It can be happen due to various reasons such as raw material are not
available etc. so, the function of Marks and Spencer manager is to organise overall
operations effectually in order to deliver the goods on proper time. Also, coordinate with
their subordinates, suppliers etc. so that all the things can be available at specified time so
that there should be not delay in their delivery. Leaders of the Marks and Spencer are to
influence staff so that whole task can be performed on stipulated time and assure that
products quality is high.
P3: Theories and models of approach
Management as well as leadership cooperated together aids in attaining the goals that are
set through firm (Scudder and Hill, 2018). The fundamental focus of both is to accomplish the
setted organisational goals. there are several theories that Marks and Spencer can execute to
attain the objectives are mentioned below:
 Situational leadership: This theories is introduced by Paul Hersey and Ken Blanchard in
year 1970. It is the leadership theories which explain that manager of the Marks and
Spencer adapts various leadership style according to the situations. For example: In
respective company, if there is a peak season for them where the load of work will be
high. So, during that time, management have to make decisions whether to hire more
workers or tell existing staff to work for more hours. Therefore, the responsibilities of
their leaders is to perform with employees as well as aids them to encourage when they
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are giving extra time to companies. This theory aids in attaining the productivity as this is
helpful to identify the needed solution for the issues. So that target can be achieved on
time.
 System leadership: This is considered as the theories that explain that leaders can
develop situations where staff can perform effectually. This utilises the human behaviour
principles for building the social procedures model, effective leadership, strategies for the
firm (Mulvey, Rosenbaum and Shetty, 2017). For example: In Marks and Spencer, they
can not able to deliver their products or services on time in order to attain the targets. So,
their leaders can aids staff through guiding them, facilitating bonuses so that it can get
inspired to attain that target. This help company to deliver the products on time as they
are working with full potential as well as enhance the effectiveness of the productivity.
 Contingency leadership: This leadership theories is developed by Fred Edward Fielder.
It emphasise upon leaders personality as well as situation where leaders are performing.
For example: in Marks and Spencer, the conflicts is arising due to that their staff cannot
able to provide effective services to consumers. So the contingent leaders should take
certain step that resolve the disputes among workers in order to facilitate effectual
services to clients and build the trust as well as satisfy them. Moreover, leaders should
monitor the staff approach as well as direct them to perform appropriately.
Therefore, there are various leadership approach but Marks and Spencer leaders can
prefer the contingency theories so that conflicts can be resolved and also effectual decisions can
be made in contingent situations.
M2: Analyse the strength and weakness of different approaches
Contingency theory: It is described as per the external as well as internal circumstances leaders
should modify their style of leadership (Flynn and et.al, 2015). So, Marks and Spencer can
utilise thisparticular approach to resolve the problems that are existing within firm. Some of its
strength and weaknesses are as follows: Strength: It is considered as flexible which aids Marks and Spencer leaders to deal with
any kinds of unforeseen circumstances efficaciously.
 Weaknesses: This is the difficult and expensive theory as this do not facilitates solution
for the coming situation.
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System theories: Herein, leaders can create situations for staff so that they can perform
effectually. Some of its strength and weaknesses are: Strength: This aids leaders of marks and Spencer to build various strategies in different
situations. Clarity regarding difficult circumstances is facilitated. Leaders can effectually
give roles and accountabilities to workers, it will maximise marks and Spencer
productivity.
 Weakness: Execution of this theories is time consuming as there is requirements of
direction in context to work which it has to perform. Moreover, staff performance can be
impacted because of several barriers such as their behaviours, attitudes and many more.
Situational Theory: This theory states that leaders or manager should adopt the appropriate
leadership style as per the circumstances (Corbett and Kleindorfer, 2013). Thus, few strengths
and weaknesses are as follows: Strength: It can speed up the improvement through forming productive groups which are
innovative for their work. Leaders role is to involve its staff through identifying
addressing dynamics performance.
 Weaknesses: Difficult or confusion can be occur in order to choose appropriate style that
are suitable for the respective situations.
TASK 3
P4: Role of Operations Managers with regards to improving efficiency and decisions they make
Definition of operation management
According to Nada Sanders “ Every aspect of business is responsible for management of
multiple function. Marketing leads to generate sales, finance is responsible for managing cash
flow and capital investment. Human resource is to manage employees of organisation. Therefore,
Operation management function is responsible for managing process of creation of goods and
services. This include managing people, equipment, technology, information and other resources
needed in production of goods and services.”
Models of operation management
There are various models used by Marks and Spencer company. These models helps in
effective and efficient working in operation department (Meredith, 2018). Mark and Spencer
models used are explained below.
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JUST IN TIME
Just in time is a management techniques used by Mark and Spencer for its operation
processes. Company aims to production of goods to meet customer demand exactly. Mark and
Spencer operation management function ensure that all its products are of hight quality and
convenient to purchase for customers. Company use just in time inventory strategy to increase
efficiency and decrease waste. This minimizes inventory and improve efficiency.
TOTAL QUALITY MANAGEMENT
TQM stands for total quality management model for Mark and Spencer company. This
models enables employee of respective company to focus on quality than quantity and strives
hard to excel in whatever they do (Cronk, Callahan and Bernstein, 2018). For achieving and
maintaining total quality in products of Mark and Spencer. This company understand their
costumes and manufacture customer focused products. Mark and Spencer knows that their
customer demands hight level quality goods. Total quality management is done by efforts of top
level management as well as employees of operation department for making strategies and
setting standards of products.
Kaizan
Mark and Spencer is leading retailer company of UK dealing in foods, clothing and
home products. This company use kaizen model for its operation management process. Kaizan is
Japanese management concept that significant continuous improvement or change for better.
Mark and Spencer use this techniques for continuous effort for improvement by each and every
employees and ensure improvement of all processes and system of company.
JUST IN CASE:
JIC means just-in-case model, this is the traditional model used by Mark and Spencer. In
this model company make sure that they will never be out of stock. Mark and Spencer is leading
company with hight demand, so company manufacture product in advance. Company keep large
inventories to meet excess of demand by customers.
Role of operations in context of retail stores manager:
In retail stores of Mark and Spencer involves some operations such as consumer service,
management of staff, maintenance of premises, optimisation of inventory, store design and many
more. So the role of its retail manager in Mark and Spencer are mentioned below:
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 Store operations: Retail store manager are accountable for monitoring the overall
operation within stores. As in Mark and Spencer stores operations are stores designing,
premises maintenance security and so on. Therefore, their retail manager role is to
formulates as well as execute cost cutting measures in order to reduce their expenditures.
Moreover, supervise the process of store's consumers, so that clients problems can be
resolved quickly (Klassen and Angell, 2018).
 Merchandising: Merchandising operations of Mark and Spencer involves the decisions
what type of product lines should performed by stores as well as allotting every products
particular shelf place in an effort to enhance profit and sales. It also includes developing
special display to seasonal items. Effectual merchandising aids projects a expected image
for the store like if they utilises mannequins to show their most fashionable attire, thus
retail manager should keep image of the store into the mind when building strategies
related to merchandising.
Functions of manufacturing managers:
Functions of manufacturing manager of Mark and Spencer are explained below:
 Forecasting the manufacturing needs for attaining their target.
 Minimising the cost of quality with the assistance of non conformances analysis on
periodic basis as well as to comply the appropriate actions.
 Its functions to device exact methodology including procedures of manufacturing
analysis.
P5: Key elements and approaches of different operations management system
Role of manger
Store manger is an individual responsible for managing the overall functioning of Marks
and Spence stores. Manger of store takes care of all day to day operation and activities of
employees of his store. Marks and Spence store manger ensure maximisation of profitably of
store by fulfilling his roles and responsibly carefully. Following are roles of Marks and Spence
store manger that helps in achieving company objective.
 Overall presentation of store: Marks and Spence store manger is responsible for
presentation of their store. Overall look and advertising strategies for attracting more and
more customer to store is taken by store manager. For example display merchandise or
products of Marks and Spence so that it immediately catches attention of customer.
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 Recruitment of staff: Recruiting employees for working in Marks and Spence store.
Manger of store prime responsibility is to hire right staff for working in store. Each and
every employees of store is responsible for success of store, so selecting right candidate
with right skill set and ability to complete task is responsibility of store manger.
For example store manger is roles is to hire effective sales team that will lead to increase in sales.
Division of responsibility
 Safety and security: Store manger is responsible for safety and security of employees as
well as customer who in store (Hill, 2015). Marks and Spence store manger manages
assets and employees of store so it is their responsibility that every employee is working
in safe working condition and security of walk in customers. Employees assets and
customers safety and security is example of Marks and Spence store manager.
 Meeting targets: There is some target given to all stores of Marks and Spence. Meeting
target is responsibility of store manger by generating more sales. This can be done by
setting individual sales goal, holding contests for employees or other sales promotions.
For example introducing advertisement and promotion strategy which leads to more sales
is responsibility of Marks and Spence store manager.
Team leader
Team leader of Marks and Spence stores helps store managers in successfully
functioning of store. Team leaders lead by examples with their positive working attitude and
managing teams.
 Instruction and training: Team leader of Marks and Spence store can provide training
to their teams for better performance of employees and overall team. Training can be
provide to new and existing employees for giving competitive edge on sales floor. Marks
and Spence team leader give proper instruction to team member about working, client
handling. Sharing tricks and tips of of daily working that helps in performing better is
example of Marks and Spence team leader.
 Communication: Marks and Spence team leader is responsible for communication
between store manger and team member. Team leader have to properly understand
instruction or orders of store manger and communicate it to all team members. Team
leader also solve problems of team member and communicate it to upper management
whenever required. Team leader of Marks and Spence conduct team meeting to update
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