Leadership and Management: Roles, Theories, and Impact at M&S

This report examines the roles and characteristics of leaders and managers within the context of Marks & Spencer (M&S), a UK-based retail chain. It defines and differentiates between leadership and management, exploring their respective responsibilities and qualities. The report applies various management theories, including situational, system, and contingency leadership, to different organizational scenarios. It analyzes the strengths and weaknesses of each theory, such as contingency theory, system theory, situational theory, transformational leadership, and transactional leadership. Furthermore, it discusses how managers and leaders impact the organization and the importance of operations management in achieving organizational goals, while also considering the influence of external environmental factors on decision-making. This report provides a detailed analysis of leadership and management principles within the retail sector, offering insights into effective organizational practices.

MANAGEMENT &
OPERATIONS

Table of Contents

INTRODUCTION
Operations are the activities carried out by an organisation for achieving a goal, whereas
management refers to the managing activities. So operations management refers to the process of
managing the activities or operations of an organisation for utilising the available man power and
resources effectively towards the organisational goals. Operation management helps in reducing
the cost an d increasing the revenue or profit. M&S Limited is taken company for this report
assignment which is a retail supermarket chain based in United kingdom. This report assignment
will discuss and compare the role and characteristics of leaders and managers and applying the
role of both in different situations using theories and approaches. This report will also discuss the
key approaches and importance of operations management in achieving the goals. Further in the
end, the assessment of external environment factors which are affecting the decision making and
functions of both managers and leaders has been given.
TASK 1
1. Introduction to the organisation and its management structure
M&S is a supermarket chain based in United Kingdom with an over 84,940 employees in
980 stores from all over the country. It is a private retail company whose agenda is to give best
services and products to the users for customer satisfaction as well as for their profit. Company is
providing products such as home products, luxurious goods and Household Goods etc. M&S was
founded in 1884 by Michael managers and Thomas Spencer. The organisational structure of
M&S is flatter due to comparatively less level of administration among higher authority and low
level employees.
2. Define manager and leader and their roles and characteristics with reference to the
organization
Leader: Leader is a person who has the responsibility for handling a team or group of
individuals for completing the assigned task or project for achieving the decided goals and
objectives of an organisation (Childe, 2011). Good leadership qualities are must for a leader for
doing its work for motivating, influencing and encouraging employees towards completing their
goals.
Role of Leaders:

 Provides Guidance: Leaders provides support and guidelines to the employees for
achieving the organisational as well as personal goals and objectives of the
company. In M&S, Leaders are supportive and adaptive to different situations for
providing support to employees in times of difficult situation.
 Effective Communication: A leader must have strong interpersonal and social
communication skills for better communication among employees in order to
develop trust and mutual understanding for the accomplishing desired goals
effectively (De Roover, 2017). Leaders at M&S should have good communication
skills for better understanding of employees behaviour and to convey the issues of
employees to higher authority for enhancing the growth and performance of
M&S.
 Motivation: Motivation is a major factor which determines the productivity and
effectiveness of employees in doing their work. Leader of M&S should have
enough skills to motivates the employees by various policies and monetary
rewards in order to improve the efficiency of employees in carrying out their
operations.
Managers: Manager is the person who is having the responsibility of designing and
maintaining the work structure which should be followed by employees towards the desired
goals of the company. Managers main aim is to develop suitable strategies and policies for
carrying out the assigned project in a structured and systematic way.
Role of managers:
 Implementing Policies: Managers are responsible for delivering the policies and
strategies of higher authorities to the low level employees. Managers of M&S
should conveys these plans of higher authorities to the leaders for effective
execution of task.
 Provide Training: Managers should provide training and other development
workshops for enhancing the productivity and efficiency of workers towards
accomplishing the desired goals (Drake and Spinler, 2013). Manager of M&S
should also provide such development trainings to employees for better
communication as well as for providing better services to the end users.

 Monitoring: Managers needs to evaluate performance and activities of workers
for determining their flaws and to improve their performance and skills by
removing these identified flaws.
Characteristics of a leader and manager of M&S
Communication: Effective communication skills helps leaders and managers to convey
the information to the workers in order to motivate and encourage them. Managers and leaders of
M&S regularly communicate with the workers for encouraging them to give their maximum
output.
Leadership: Effective leadership and management skills are necessary for leaders and
managers of M&S for providing guidance and support to the members in order to raise their
productivity and efficiency for performing the task.
Confidence: Confidence in taking important judgements is must for managers and
leaders of M&S. With confidence, workers listen to them better and helps in convincing the
members to perform better and move forward for achieving their goals (Du, Bhattacharya and
Sen, 2010).
3: Differences of managerial functions and leadership roles by effectively applying a range of
management theories and concepts
Illustration 1: Functions of manager. 2018

Management has been explained as social process including responsibility of the
effective planning as well as economical of company in fulfilment of the provided purposes. It is
changing process that including different activities and elements (Griffin, 2013). Different
functions of managers mention below:
Planning- It is a first function of management and it deals with chalking future action
courses as well as deciding advance most effective course of actions for attaining the set
objectives. Manager of Marks & Spencer make the planning for future.
Organising- Under this step, manager organises all activities of firm in an effective
manner so that staff members can be aware about their roles and perform in an effective manner.
Leading- Manager of Marks & Spencer requires to do than the plan, organise to attain
objectives. In leading included communicating, encouraging, motivating etc. it needs manager to
assist, problem solving with the staff members.
Coordinating- It helps in bringing all staff members together through developing an
effective relationship and also feel them more comfortable to share issues and views.
Controlling- In this, manager of Marks & Spencer control all activities at workplace so
that there will be not issues arise and productivity of firm can be enhanced (Griffin, 2013).
4: Apply roles of managers and leaders in different situational contexts
Situations changes frequently in an organisation due to various factors and issues. But it
is the administration who is responsible for identifying these such situation changes to overcome
them and implement strategies accordingly to increase the profitability. Three types of situations
are discussed under:
Stable change: These changes occurs slowly so managers should identify such changes
on the basis of rate of influencing productivity of the company. Managers should implement
policies accordingly if the change in strategies is must. At M&S, managers needs to encourage
the workers to make them aware regarding the necessity of change and adapt accordingly for
improving their efficiency of doing tasks. Managers and leaders of M&S should quarterly
evaluates these changes in order to overcome them easily.
Moderate change: Such changes takes place frequently but not happens regularly.
Changes in trends and needs of individuals can be reasoned as moderate change in the company.
Leaders must work with workers by following the strategies developed and conveyed by
managers. Managers and leaders of M&S should determine such changes in the needs and

demands of customers for providing them the best quality products and services. Identifying such
changes can improve the position as well as customer base of the company in the market.
Fast change: Such changes takes place very often and can effects the company
adversely. Changes such as upgrades in tools and technology can be considered as fast change
which can heavily effects the performance and growth of the company. Managers and leaders of
M&S should recognise such changes and regularly communicates with leaders for implementing
new policies regarding new changes whether the changes in technology and tools are mandatory
for improvements or not (Ham, Hitomi and Yoshida, 2012).
5: Theories and models of approach including situational, System and contingency leadership
Various theories and approaches of leadership are extensively used by companies for
evaluating the functions of managers and leaders. Managers and leaders of M&S are also using
such approaches for effectively executing their tasks and goals which are given below:
System leadership: Such theory is used by leaders and managers for determining and
resolving the various issues and problems of workers which arose while doing the project or
accomplishing the goals. Issues and problems arose in M&S stores are resolved by managers in a
structured and systematic way. Therefore managers and leader should determine such elements
which influences the business operations and develop suitable policies for preventing such issues
to arose further in the workplace.
Situational theory: This theory states that leaders should need to follow different styles
and approaches for solving the different problems of workforce. It says that same type of
leadership style won't always gives expected results hence different styles should be used
according to the problems and issues (Karnani, 2011). Managers and leaders at M&S needs to
adopt situational theory of leadership based on the type of problems for doing their activities and
task effectively.
Contingency theory: This theory states that the leader's effectiveness depends on the
style taken by leaders for resolving the problem. Style of leadership is either task oriented or
people oriented. Task-oriented is associated with achieving organisational goals whereas people
oriented associated with building relationship with other co-workers. Leaders and managers of
M&S are effectively using such theory due to extensive experience of skills and knowledge for
identifying the problems and their effective solutions.

Transformational leadership: In this leadership style, leaders motivate their followers or
employees using their charismatic personality and skills. Leaders and managers of M&S can use
this style when the employees morale is low and they needs someone with charming personality
for motivation.
Transactional leadership: In this leadership style, leaders provides the rewards and
benefits to their employees based on the performance whereas the leaders can also provide
punishments when the work is not satisfactory and upto the expectations. Leaders and managers
of M&S can use this style for increasing the performance of their employees.
6: Strengths and weaknesses of different theories and approaches
Contingency theory of leadership: Strengths: It supplies data to HR planning regarding the suitable leadership style which is
useful for the organisation.
 Weakness: This theory is very complex during implementing practically. Determination
of situation is based on analysis of huge data.
System theory of leadership: Strengths: It improves adaptability to changes of an organisation for achieving individual
as well as organisational goals.
 Weakness: This theory can't differentiate between systems and hence delays the process
of decision taking.
Situational theory of leadership: Strengths: This leadership style exists in leaders for centuries and is used by
organisations to improve the working style of leaders using training and workshops. Weakness: However it is used from a long time but still there are not many studies and
research materials for justifying the presumptions and evidences.
Transformational leadership: Strengths: People follow this style tends to retain the employees easily due to their
charismatic personality. Weakness: Transformational leaders usually depends too much on their passion and
emotions due to which they ignores the reality and truth.
Transactional leadership:

 Strengths: Strength for this style is that employees tries to improve their performance
when rewards are provided which will also helps in increasing the performance of the
firm.
 Weakness: This theory does not encourage the creativity among the employees as their
suggestions are not considered useful by the management.
7: how managers and leaders make impacts on the organisation
These theories are useful for leaders and managers for effectively carrying out their
various operations at M&S. These theories can only be considered by company according to the
situation which is identified as implementing wrong theory in different situation can effects the
productivity badly of workers as well as of M&S. So, these theories should be implemented upon
the analysis of the situation for obtaining effective and expected results for driving the growth in
the industry. Managers and leaders contribute their maximum efforts for the development of the
organisation by properly doing their responsibilities in an effective manner. These both are an
integral part of organisation without whom the organisation cease to exists and sustains in the
market.
TASK 2
1: Introduce operation management of your organization and explain the key approaches adopted
by the organisation.
Operation management is the process of utilising resources and employees and managing
the work structure for effectively carrying out the activities and operations of the company.
Operation management is must for improving the performance and market share of the company
for further growth in the future (Khan and Lund-Thomsen, 2011). The key approaches which are
adopted by the M&S are as under:
Total quality management: This approach concentrates on providing best quality
products or services to the end users for meeting their needs and demands for the user
satisfaction. M&S stores are providing high quality based products to their potential clients for
converting them into regular users for ensuring growth and sustainability in the market.
Lean products: This approach is necessary for reducing the costs, wastes and expenses
of production department. As this approach provides support to production process for
generating more profits and better results by utilising the available resources of organisation.

M&S is using this approach for determining the less costs possible along with the wastage in
order to achieve the efficiency in their activities or operations.
Six Sigma: It is used for determining and removing the reasons of defects for improving
the quality of products and services as well as of the transportation process. This approach is
helpful for M&S to maintain strong relationships with the end users for the user satisfaction
through providing quality goods and services.
2: Roles and responsibilities of managers and leaders in successful management of operation
For doing the activities and operations in a proper way by managers and leaders, a
systematic approach is necessary for continuously improving the performance of the company in
terms of capacity and results (Laudon and Laudon, 2016). It concentrates on different methods
and techniques required for implementing strategies to improve performance and efficiency.
Evaluations: Evaluations should be done by managers and leaders of M&S for
monitoring the operations and activities of a firm through removing the factors such as less
supply of raw material, extra stocks and employees etc.
Cost minimisation: Operation management helps in decreasing the cost of products by
utilising the available resources for different activities. Managers and leaders of M&S considers
this factor before selling the product to the market.
Enhance performance: Operation management is helpful for a company by using
motivation for increasing the morale and values of workforce for improving their as well as
organisational productivity. Managers and leaders of M&S are also giving trainings to the
workers for improving their skills.
Time management: It is a another positive feature of operation management which is
helpful for managing the time period in delivering the products and services to the users by
improved efficiency and productivity of workers. Time management enables to deliver the
products in a given time without worrying about the barriers.
3: Importance and value of the key approaches to operations management
M&S can improve their utilisation of resources using the operation management and it is
also necessary for executing the operations in a better way. Lean manufacturing is necessary for
improving the quality of products for increasing their efficiency and to enhance productivity.
Continuous improvements will enables workers to share their views and knowledge which will
also improve the quality of products produced for attracting more customers in order to increase

the profit and revenue. So, all the above mentioned approaches which are associated with
operations management plays a important role for increasing the efficiency of production process
(Luo, Meier and Oberholzer-Gee, 2012).
4: How managers and leaders could be effective in improving operational efficiencies to
successfully meet business objectives
Various methods and techniques are used by leaders and managers for improving the
efficiency of operations management for meeting the goals of the company.
Know the operations:
Every workers of M&S must understand their tasks and responsibilities for doing their
work properly which is only possible if the leaders and managers should allot the tasks based on
the skills of the workers for attaining efficiency.
Training:
For improving the efficiency of operations management, managers and leaders of M&S
must provide skills and development training to the workforce for improving their skills and
knowledge required for the successful execution of the project and attaining the organisational
goals.
Improve customer service:
Customers are the end users of the M&S stores. Demands of customers helps the
company to deliver the required products in the market. Their experience must be smooth and
comfortable for future growth of the company.
5: Assess the impact of external business environment factors on operational management
decisions by leaders and managers
External factors are the factors which effects the company's operations or activities from
outside. These factors positively and negatively affects the operations management. M&S is
using PESTLE analysis for identifying these factors in order to overcome them. These factors are
given below:
Political: These includes Factor such as tax policies, regulations, rules etc. which are
developed by the government to regulates the businesses. Change of these laws by government
will also effects the company's activities and operations (Moutinho, 2011). M&S can have
negative effects due to these changes and it will also leads to effect the decision making process.

Economical: These includes various factors such as income level, inflation rate, interest
rates etc. These factors effects the business operations of M&S in expanding its business to other
areas as well as also the sales of products.
Social factors: The demands and requirements of end users changes with time depend
upon the trend and changes in the market (Starr and Van Wassenhove, 2014). Companies wants
to provide innovative and new products to customers for their satisfaction. In case of M&S,
company is facing issues in developing new products due to the increased costs and expenses for
developing new products.
Technological factors: These factors impacts the company due to various advancements
in the technology and tools. It is difficult to adopt new technological advancements for M&S as
these new tools are expensive and also the workforce requires training for using these updated
tools.
Different number of external factors can impact the business environment and operations
along with the decision making process.
CSR: It refers to the process of providing environmental, social and economic advantages
to the various stakeholders for their development and growth. The managers and leaders both
plays a essential role in the CSR activities of the firm. Managers and leaders of M&S needs to
achieve their short term goals which is beneficial in long run.
Culture: It refers to the custom ideas and social behaviour of people of a specific
location. It can directly impacts the business environment. M&S needs to identify the culture of
their targeted customers so that they can provide the products accordingly.
Values: These are the standards or principles of behaviour of people. The products nd
services of the M&S are provided based on the values of customers at specific place. Also in
decision making process, values are essential and helps the firm in taking suitabel judgements for
the betterment of the firm.
Ethics: In order to follow accurate CSR, firms needs to practice the ethical ways of
business for ensuring that the business operations are not impacting the stakeholders and
environment. Ethical business is done by applying the professional ethics on the various
stakeholders through the activities of firm.
Sustainability: It is an effective approach whose focus is on achieving the needs and
demands of their customers without considering the future requirements. So, it is very essential