Operational Management Report: M&S Leadership and Management

This report delves into the critical aspects of operational management within an organization, focusing on the roles of leaders and managers, and their functions in different situational contexts. Using Mark and Spencer as a case study, the report defines and compares the roles of managers and leaders, highlighting their responsibilities and authorities. It explores various leadership theories, including situational, system, and contingency theories, and their applications in motivating employees and addressing challenges like employee turnover. The report further examines key approaches to operational management, its importance in achieving organizational goals, and the factors influencing operational decisions. Overall, the report provides a comprehensive analysis of operational management principles and their practical implications in a retail environment.

OPERATIONAL
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Defining and comparing the role of manger and leader in an organisation..........................1
P2 Role of leader and function of manger in different situational context.................................4
P3 Different theories approaches of leadership .........................................................................5
TASK 2............................................................................................................................................7
P4 Key approaches to operation management............................................................................7
P5 Importance of operational management in achieving the goals and objectives....................8
P6 Factors affecting operational management and decision making process.............................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Operational management is one of the important business function that help organisation
in proper managing and coordination of resources so that it can be used efficiently in order to
produce quality product and services (Ghosh, 2015). Operational management in firm is
responsible for the wide range of decision which included both tactical and strategical business.
In current time more importance is given to thus function as its responsible to enhance the
efficiency, quality and responsiveness of firm. It also provides firm with competitive advantage
in market. In current report Mark and Spencer has been taken into consideration its one of the
leading retail chain, specialises in the selling of luxury food and home products along with
clothing. The current study will provide the importance and role of operational management in
an organisation along with this it will also discuss the major difference between the trait, style
and role of leader. It will also divulge in different approaches of operation management.
TASK 1
P1 Defining and comparing the role of manger and leader in an organisation.
Mark and Spencer is one of the biggest retailer chain in the world owing its existence for
133 years, The firm has more than 900 stores spread all over UK. The firm has already establish
itself as a global company with more than 454 stores. The company in early time has adopted tall
hierarchy in their working where each level have their own responsible but in current time
necessary changes has been made in order to implement more flat structure so that decision can
be made quickly and better relationship can be formed with employees. Manger and leader of
Mark and Spencer are responsible to carry out various function and managing the staff of entity.
Leader: Leader is that person is organisation who is responsible for providing proper direction
and guidance to employees. It creates the vision for its subordinate and direct their efforts in
single direction so that they could achieve their goals and objectives. The main characteristics of
a leader is that it make people follow him willingly (Goetsch and Davis, 2014). It has informal
power through which it controls people.
Manger: Manger can be defined as business organiser, who is responsible for the delegation of
work among subordinates. The manager focuses on getting right people in the right job so that
efficiency can be enhanced. The manger has formal authority to lead the people.
Leader Manager
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Informal authority Formal Authority
Set vision and come up with innovative idea Follow organisational structure to lead staff.
Responsible to delegating the work to right
person.
Responsible for the efficiency of team Responsible for the efficiency of whole
organisation.
Use motivation, monitoring and assessment for
the development of employee
Provide better working environment and
resources so that workers can complete their
work efficiently.
Function of management Manger as planner : Its manger who design a plan and come up with the best potential
design and action plan that is need to be taken for the future. For e.g. plan for recruiting
new candidates in firm. Manger as Organiser: Manger is required to organiser all the necessary resources that
include both financial and human resources so that plan of action can implemented. It
also includes identifying necessary work and delegating it to responsible person. Manger as coordinator/ leading: Its necessary of high level manger to maintain
coordination and harmony in their working so that no miscommunication get created
along in order to facilitate organisational success (Helleno and et.al., 2015).
 Manger a controller: As a controller manager act as an evaluating component of
management. They are responsible to evaluate the quality of different area and take
control measure so that they can improve the quality of work.
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Illustration 1: Function of management
(Source: Functions of Management, 2015)
Leadership role Interpersonal role: They make sure that demand of both that is employee and employer
are met while keeping the benefits of firm in mind. The leader in current time has
adopted Collaborative style of leadership where the views of employees are also taken
into consideration before making any decision. Informational role: They work as spokes person and monitor. They are responsible for
various internal and external events. They are also responsible to make sure that
necessary information are passed among employees (Hofstetter and Harpaz, 2015).
Transformational is another leadership style where leader try to empower their
subordinated by providing them with necessary information and giving them chance to
present their view and make necessary decision.
 Decisional role : Leader has to make important decision for the team, for instance
allocation of resources, equipment people etc.
Above are some the major difference between the role of leader and manger. Mark and
Spencer leader should adopt various theories so that they can carry out their function in efficient
manner. Involving the staff in decision making can also have adverse effect many of the
employee lack experience giving them change to make important decision for firm can be
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negative. It necessary of firm to ensure that even after empowering their employees its higher
authority who pass the decision. It helps them to take best decision.
P2 Role of leader and function of manger in different situational context.
Leader and manger both are important factor of organisation that are responsible for
bringing efficiency and profitability in the firm. Manger and leader both have different function
and role to play in organisation. Mark and Spencer is one of the leading firm with more than
80000 employees working under them. In current time many of the workers had decided to leave
the company. The sudden increase in the number of employee turnover has become major issue
of concern as its having the adverse effect on the performance of entire firm. Through proper
research it has come forward that employees were dissatisfied with the lack of opportunity and
development. Along with this many has also complained of long working hours and less salary.
The higher authority of Mark and Spence has asked their manger and leader to come up with the
best solution so that this problem can be handled.
In such condition manger is responsible for the managing planning and organising. The
manger will analyse the vacant position in the firm and will arrange a plan so that new recruits
can be hire. Other than this manger will analyse the need of employees and will arrange
necessary training and development programme so that employees can get better chance of
growth. Manger will also make sure that training are on the basis of the needs of employee. For
the new trainee basic training is given and for old employees, higher level of training is provided
(Javidmehr and Ebrahimpour, 2015). Its manger who is responsible to make necessary changes
in the policy of working so that working hours can be made more flexible according the staff.
Incentives, bonus and reward are few tactics that are adopted by manger of M & S Ltd. So that
they can retain employee toward the firm.
In such case Robert house goal theory can be most efficient which suggest that there is no single
style which can be perfect for all condition and leader should keep changing their style of
leadership on the basis of situation.
Directive: In this leader provide their subordinated with specific direction, dictating what and
how things are done. Subordinates are required to follow all the direction provided to them
Supportive: In this leader shows concerned toward its subordinate by being supportive to them
it uses friendly and approachable method in order to connect with other member of team.
Participative: In this leader take the opinion of its subordinate before moving forward.
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Achievement: In this leader create challenge for their members and expect them to provide with
the best result using their full potential.
Leader as we have discussed above can adopt various leadership style in order to direct
the staff. In such condition where staff is demotivated with their working condition leader can
adopt Supportive leadership style so that he can motivate them and can understand their problem
so that best solution can be adopted. It can create more friendly and healthy environment of
working so that they can satisfy with their working condition. It can also adopt directive method
in order to guide new recruits who are still unaware of how things are done in organisation
(Johnston and Marshall, 2016). Directive method can also have adverse effect new recruits can
feel suffocated by all the restriction and no freedom which can affect their working style.
Supportive style is quite effective but leader has to ensure that employee do not start taking
liberty with their work in friendly environment.
P3 Different theories approaches of leadership
Their has been much leadership theory that has been coming from such a long time. With
the time new theory and approaches has been emerged to meet the demand of modern trends
below some of this leadership theory has been given
Situational leadership
Its one of the most traditional style of leadership. According to Hersey Blanchard there is
no single style of leadership. He stated that the best leadership is task relevant, and most efficient
leader is the one who adopt this style so that best performance can be given. According to him
there are four basic leadership style that is Telling: This include directing people on how to complete a task Selling: Its back and forth process where leader sell their idea and it depends upon
subordinates whether they want to use it or not. Participating: Leader give chance to member to take necessary action.
 Delegating: In this leader take back seat and let its subordinate make all decision.
This leadership style is quite effective in managing and motivating a person.
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Illustration 2: Type
of situational leadership
(Source: Hersey-Blanchard Situational Leadership Theory. 2014)
System theory:
This theory focuses on two important question that is sustainable leadership and
organisational development. This theory uses good leadership in their working so that
sustainable development can be maintained in the firm (Agarwal and et.al., 2012). It believes on
optimizing the organisational entity so that sustaining performance can be adopted in the firm.
This approach is quite useful in modifying the product and services of firm.
Contingency Theory
It's a modern theory of development that suggest the best leader adopt its leadership style
on the situation present at hand. It consists of three main theory that is fiedler, path goal theory
and Situational leadership. This all theory emphasis on making better relationship with their
employee so that trust and loyalty can be created.
In the current condition of Mark and Spencer it will be best of him to adopt Contingency
theory in their working. As this theory emphasize working on the relationship among leader and
employee. By adopting this theory in working leader of Mark and Spencer can adopt various
style according the situation and employees. The style in simple in words but quite complex in
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implementation every worker have their own style of working and understanding things its quite
difficult to adopt different leadership style for each employee. Its also time consuming in nature
as it difficult to understand the needs and demand of each individual.
TASK 2
P4 Key approaches to operation management
Operation management is responsible for maintaining economic viable by efficient use of
resources to produce product and services. It helps firm in attaining high profit by maintaining
the balance between cost of revenue. Its responsible for the implement of proper process of
production operation so that quality product can be produced. There are different approached of
management that are mentioned below that can be adopted by M&S Ltd.
Lean production
This production help in reducing the waste that are produced at the time of
manufacturing. It also helps in managing the workload and wastage produce at that time. With
the help of this method M&S Ltd. can reduced their waste and help them in increasing their
productivity. It also helps them in delivering quality products to their customer and gaining their
satisfaction (Arnulf and et. al., 2014).
Just in time
This approach makes sure that suppliers and customer are receiving the product at time.
It reduces the extra time that is wasted in the manufacturing and production system. It helps in
producing qualitative product and also make the whole process of general listing and discussion
far easier. Mark and Spencer can adopt this method in their working so that it can reduce the
production time and can have proper management. It helps in aligning the efforts of employee
with management which help them in meeting the needs of customer on time.
Total quality management
The main aim of this type of management is the long term success of firm by
guaranteeing customer satisfaction. The approach is customer focused and the quality of
products is determined on the basis of customer needs and demand. This Approach is process
focused and make sure that all function of firm is coordinating together so that best result can be
obtained. It relies on employees' involvement to produce desired result. Mark and Spencer can
use method in their working so that they can achieve the long term success.
Continuous improvement
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Its an ongoing process where management put their efforts so that they can improve their
products and services. It also quite effective in enhancing the whole process of organisation. By
implementing this system in their working Mark and Spencer can make necessary changes in
their working so that efficiency can be maintained in the firm (aur and Haase, 2015). Its also
helpful in gaining competitive advantage in the market.
Role of manger
The role of manger in operation management is to make sure that all employees are
satisfied with their working so that they can contribute in the various activity of firm.
Furthermore, they are also responsible to ensure that all the resource are available to employee
so that they can complete their work effectively.
Role of leader
The leader of Mark and Spencer Ltd. Motivate the staff and boost their confidence
feeling them with energy so that they can perform better. The leader provide them with vision
and direction that help them in completing their task. They try to come up with innovative and
creative idea through which it can direct the efforts of employee toward the success of firm.
P5 Importance of operational management in achieving the goals and objectives
Every organisation put their efforts in single direction so that goal and objective of firm
could be achieved. Below are given some of this goal and how operational management help
firm in achieving this goal
 To sustain in market.
 Expansion
 customer satisfaction
 Enhancing the profit
 Increasing the sale
Various function of operational management help firm in achieving the above goals.
Quality management
Quality of the product is one of the important factor that attract customer toward the firm.
Operational management help Mark and Spencer in reducing the wastage and producing quality
product that can help them in gaining the satisfaction of customer. This also help them in
sustaining for longer time.
Proper use of resources and funds
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The main objective of this management is the sustainable use of resources and proper
allocation of funds. This help Mark and Spencer in maintaining the proper balance between the
production and distribution, so that it does not affect any other activity of corporate. This help in
increasing the productivity of firm, leading to more profits and increase in the sale. It also
provides them with competitive advantage and enhance their market share in dynamic market
(Park and et.al., 2014).
Cost reduction
Operation management pay extra attention on the manufacturing and production process
and make sure that no problem occur at the time production. This help them in reducing the
defect and producing quality product. It also helps Mark and Spencer in reducing the cost, it
saves the extra money that is wasted on managing the defect and compensating it. It helps them
in satisfying their customer and maximising their profit.
Goal Oriented
Organisational management come up with different strategy and planning that help Mark
and Spencer in achieving their goals and objectives. Operational management conduct a proper
analysis on different activity, cost incurred and operation etc., which have major impact on the
productivity of firm that help them in achieving their goal of further expansion.
P6 Factors affecting operational management and decision making process.
Business environment include both external and internal factor that have its impact on the
working of firm. Business environment is ever-changing and its necessary of firm to pay
attention to this so that they can make necessary changes to meet the demand of trend.
Stake holders: Stakeholders are those people who get affected by any decision made by firm. it
not organisational decision that affect stakeholder, but any action taken by this can also have its
impact on the decision of organisation. Stake holder of Mark and Spencer include customer,
suppliers, government etc.
Employees are one of the important stakeholder of firm. Its essential of M&S Ltd. To have good
relationship with them. This help them in gaining the loyalty of staff and retaining them to
organisation. It also helps in increasing their performance (Rowold, 2015). Manger and leader
are responsible to provide them with appropriate environment and motivation so that they can
perform well. If employees are not satisfied with their environment it shows in their work and it
also has impact on the working of firm.
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Corporate social responsibility: CSR is an approach adopted by firm that ensure that
organisation is behaving ethically and working for the benefits of society (St‐Jean, 2012). CSR
activity have major impact on the working of firm in earlier time it works with single aim of
maximizing profit. But with time it has also taken environmental factor into consideration and
work for the benefit of society. It helps Mark and Spencer in creating positive image in front of
society.
Business ethics: Its necessary of firm to maintain business ethics in their working that is
providing appropriate information to people and providing them with quality product.
Leader and manger both are responsible to bringing efficiency in the working and
carrying out various function of operational management. Leader and manger work together os
that they can contribute in the success of firm.
CONCLUSION
From above report it can be concluded that both manger and leader have specific role in
organisation and both are necessary part for bringing efficiency in their working. It provides
detail study on their roles in different situation along with different approaches of management
and leadership style. It also divulges in different key approaches of operational management and
highlights the function of operational management that help firm in achieving their goals.
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