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

This report analyzes the management and operations of Marks & Spencer, a British multinational retailer. It compares the roles and characteristics of leaders and managers, examining their functions in different situations. The report delves into leadership theories, including situational, systems, and contingency approaches, and explores key approaches to operations management, highlighting the roles of leaders and managers. It also emphasizes the importance and value of operations management in achieving business objectives. Furthermore, the report investigates the factors within the business environment that impact operational management and decision-making by leaders and managers, providing a comprehensive overview of leadership and management practices within the context of M&S.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Compare the roles and characteristic of leader and manger..............................................1
P2 Analyse the role of leader and function of manger in different situational context..........4
TASK 2............................................................................................................................................4
P3 Theories and models of approach situational leadership, System leadership and
contingency.............................................................................................................................4
TASK 3............................................................................................................................................7
P4 Key approaches to operations management and the role that leaders and managers play.7
P5 Importance and value of operations management in achieving Business objectives......10
TASK 4..........................................................................................................................................10
P6 Factors within business environment that impact upon operational management and
decision-making by Leaders and managers..........................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES .............................................................................................................................12

INTRODUCTION
Management and operations are the two essential factors of an organization which are
aimed to maximize efficiency of the resources and enhance profitability (Brandon and et. al.,
2016). It converts the available resources and materials in valuable goods and services that
exploits the profit ofor the organization. Thus, the report is based on the management and
operations of Marks and Spencer which is a British multinational retailer of the clothing, home
products and luxury food products. The company was established around by Michael Marks and
Thomas Spencer in Leeds, United Kingdom. Its operating income and revenue is approximately
£690.6 million and £10.622 billion respectively. In present time the corporation is running
around 979 stores across the UK only. The report comprises of roles of leaders and managers and
their characteristics, along with their role and functions in different situations (Brandon and et.
al., 2016). It also consists of theories and models, key approaches of operations management
along with importance and value of operations management and business environment that
impact on operational management and decision making.
TASK 1
P1 Compare the roles and characteristic of leader and manger.
Marks and Spencer is a famous company worldwide whowhich is dealing in high quality
clothing and home products. It was formed by the effort of two friends Michael marks and
Thomas Spencer. Its key people are Steve Rowe and Archie Norman who held the post of
chairman and chief executive (Pihlainen, Santtila and et. al., 2016). They governed
approximately 84,939 employees under them. M&S follows a flat organizational structure in
which business less management activities perform in between different levels of
organisation. The word manager and leader sometimes used interchangeably but there meanings
are completely different.
Manager : A manger is a person who manages various activities of organisation through
planning , directing , staffing ,controlling. They have the authority to makeget work done from
employees. At every level of organisation there are different types of mangers who perform
many roles according to the post they are holding. In an organisation there are top level
managers, functional manger, project manger and general manger who carry different types of
activities.
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Roles of manager in the business enterprise are as follows-
Resource allocation : Manger duty in every organisation is allocation of resources. In
M&S manager are responsibility to allocate the funds, people and skills to various department of
the organisation so that work can be carried out in an ideal manner. They decide the time in
which particular task is performed (Li, Chen and Qiu, 2018).
Planning : In M&S manger plan the actions which follower undertake in order to achieve
organisation goals. They also plan relating to decide the various resources which are allocated to
various department of organisation so that task can be undertaken without any difficulty.
Characteristic which manger should contain in his behaviour are as follows-
Honest : Managers should be honest with their work and employees. If the manager are
not honest with their workers than they are not able to get motivate others them for getting
desired result. Subordinates generally learn things from the manager if they behave
inappropriately than follower also behave in a similar way.
Patience : It is very necessary that leader control his anger otherwise they will not able to
tackle different kinds of employees and customers. If the manger want to make work done from
employees than they have to treat them patientlycalmly.
Leader : A leader is the person who influences the behaviour and working style of others
in a group for the achievement of specific goals. Leader provide the path through followers are
able to fulfil their own goals and company's vision. They perform various functions in the
organisation like motivating , creating teams, cooperation among individual etcwhich
collectively leads to better results..
Roles of leader in the business enterprise are described briefly below-
Required at every level : Leaders are the important part of organisation they are placed
at different department and levels of the organisation to carry out business effectively. In
concerned organisation leader at top level formulates plan and policies and middle and lower
level mangers is responsible for proper interpretation and execution of plan framed by higher
level.
Act as a representative of the organisation : Leader is the individual who represent the
company in internal and external environment (Ghetti, Vittuari and et. al., 2017). M&S leader
present the undertaking in seminars,conferences and general meetings. In internal environment
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they also represent the department which they lead. They are also responsible to communicate
the essential information of the company to the public.
Act as a friend, philosopher and guide : A leader contain all the three traits in his
personalities to give contribution in the organisation growth. M&S leader should be
friendbehave friendly in the organisation so that employees can share their feelings, opinions
and desires (White, 2016). He or she should be philosopher for utilizing the intelligence and
experience of workers. They can also guide subordinate by supervising and communicating the
plans and strategy of top authorities.
Characteristic which leader should contain in his behaviour are as follows-
Polite : Leader should be polite and warm with the team members to maintain a healthy
working environment. Leaders of M&S should behave calmly and politely with their subordinate
so that they can perform effectively without any kind of tension and stress.
Passionate : Leader should have the passion regarding their work otherwise they are not
able to properly guide their subordinate. M&S leader is passionate about his work which they
show time to time by presenting new ideas and techniques.
Risk Taking – A leader takes risks for their organization for growth purposes. As their
various competitors in the marketplace but a leader has the ability to take risk to launch new
product of enhance business in new marketplace. For an example, owner of M&S launches a
new business in Israel there is not surety to gain profitability. But leaders take a decision to
launch a new store so that people can attracts towards the brand and organization can gain
benefits.
Comparison between leader and manger
Basis Leader Manger
Concept An individual become leader
on the ground of their personal
qualities.
An individual become manger
on the basis of their post.
Functions Leader influences employees
to work effectively for the
organisation goal.
Manager undertake all the e
five functions management .in
the organisation such as
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planning ,organising ,staffing ,
directing ,controlling.
Accountability Leaders are not accountable
for anyone (Salnikova and
Schaffrath, 2016).
Mangers isare accountable for
their own actions and
subordinate behaviour and
workingtheir employees
working..
Aim Leader purpose is the growth
and development of the
business.
Manager purpose is achieving
the allocated target.
P2 Analyse the role of leader and function of manger in different situational context.
Manager and leader face many different situations in the organisation due to the external
and internal factors. They solve these problems according to their skills and knowledge. These
are two important persons of organisation who resolve issues according to the post they are
holding. on the basis of their job profile. They both have different personalities on the basis of
which they behave but they all work for the common goal.
Risk taking : A individual or business sometimes takes actions which can make physical
harm or financial loss and can also provide a rewards. Leaders are always ready to try things
without putting concentration what happen if they fail. They know that success is on the path of
failure. Manger never take initiative to take risk they always make efforts to minimize it. They
are always busy with their work so much that they does not want to innovate new things and
affect their working routine (Bakalar, Baggini and et. al., 2017). For an example, if a leaders are
launching a new product that needs a lot of investment but there managers will always looking
for the solutions which can reduce expenses of the company.
Innovation : Innovation are taken place in the organisation to satisfy the needs and wants
of the consumer. It provides a better solution to the existing market needs. Leaders are always
ready to make changes in the organisation as they think that it was the way through which
business can move forward. Manger resist from the change because they remain attached with
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the work only which is assigned to them. They always do the work which is allotted to them and
make efforts for the betterment of structure and process.
NPD Project Management Issues
Apart from this, it has also been analysed that NPD project can be utilised by both
managers and leaders at the time of developing a whole new product for the business
organisations like Marks and Spencer. Here, it is being found that at the same time of developing
whole project, managers and leaders go through different issues because of ample number of
information majorly stays present in NPD Project and this might impact upon overall
management of the project as well. In present context, a situation can be created with the help of
making leaders as senior managers because on daily basis, a manager normally handles the NPD
project and the issues as well but this could be pain for senior managers (leaders) because at the
time of decision making process, a small mistake can also create heavy losses for Marks and
Spencer.
On the other hand, it is responsibility or duty of senior managers to help normal managers to
manage their work related to the project with the help of rule of thumb approach and many other
approaches. Therefore, it is required for both managers and leaders of Marks and spencer to
focus on every single detail of NPD Project so that maximum benefits can be gained from the
launch of new product and it can also help them in improving performance level of Marks and
Spencer.
TASK 2
P3 Theories and models of approach situational leadership, System leadership and contingency.
There are various leadership theories which emphasizes on the organizations growth and
performance. Mark and SpencerMarks and Spencer can adopt any of the three theories that
described below in order to improve the quality of work and increasing the growth. The
leadership theories are mentioned beneath -
Situational leadership : According to this leadership style a leader needs to be flexible
according to the people they leads. They have to play various roles according to the situation and
subordinates. According to the Hersey and Blanchard, situational leadership is based on the four
distinct behaviour of the leaders. For an example, In M&S, the leaders needs to plays several
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roles to handle the situation according to their own perceptions, tactics and approach. The leaders
of Mark and SpencerMarks and Spencer needs to concentrate on the present situation and the
employees participation whom they are leading so that situation can be utilised in a productive
manner (Wang and Cullinane, 2015).
Strength
 Situational leadership improves productivity.
 It improves communication with associates.
Weaknesses
 Leadership is difficult to manage because the leader has to direct according to the
situation.

 It takes a lot of time because the leaders and managers cannot take a quick decision they
need to analyse all the aspects.
Contingency theory : In Fielder's contingency theory of leadership the leaders can lead
the their organization as wantthey needed. There is no specific leadership theory which can give
the specific result in every situation. In order to deal with different situation the leaders should
be flexible to take the decision because contingency can occur at anytime so they should be
prepare for that (Hammill and Tanner, 2011) . Leadership can be depended upon the internal and
external situations of Mark and SpencerMarks and Spencer because there are different
environment that needs to be analysed before taking a right decision. For instance, when M&S
launched its store in Israel to expand the business. But after sometime leaders noticed that the
store is not getting success and their political situations are not correct to run a business in the
country. So on basis of external environment situations the leaders can take decision to shut
down the company in Israel.
Strength
 It gives a valid and reliable approach to understand effective leadership.

 Contingency leadership style can be useful for Mark and SpencerMarks and Spencer to
take the decision according to the sudden changessituations.
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Weaknesses
 It does not explain what to do when there is a mismatch in the leadership style and
situations.

 It does not have any clear procedure/ guidelines which are to be followed by the leader.
to follow by the Mark and Spencer.
Systematic leadership theory : It provides a system to maintain, control and flow of work
within n an organization. In Mark and SpencerMarks and Spencer system theory provides a
particular system in which the over all sections of the organization interact with each other and
provides a fruitful result (Tian, Xiao and et. al., 2016). However, they work separately in their
own perspective but they generates profit with an effective management and leadership. It
emphasizes on the departments, teams, business units, facilities and individual employees works
as sub- systems of Mark and SpencerMarks and Spencer who are bound to work in a specific
criteria to enhance the productivity.
Strength
 sSystem theory of can deal with complexitywith the problems in a systematic manner
because there are distinct department for every process so whenever the problem occurs
within a specific section. The issues can be resolved within department so it will not
affect on others.

 It utilises feedbacks and also easy to improve.
Weaknesses
 It is not a normative management theory.
 It is difficult to apply in practical problems.
All of Tthese theories can effectively give a hike to Mark and SpencerMarks and
Spencer such as in system theory there will be the different sections of the organization that
operates by the separate managements. As there work is divided and all the tasks are arranged
in an iterative manner. They work in a coordination to meet certain objectives and goal
(Higgins, Fitzpatrick and Dancho, 2015). For an example, manufacturing department is managed
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by the their manager who will work in a systematic manner and direct their subordinates to
enhance their performance. The leaders can also adopt contingency theory to take a decision
which needs to analyse the exterior environment. Mark and SpencerMarks and Spencer can grow
with an effective strategies that are established after analysing the outside situations. There are
various way to attain the growth with improved quality of work in Mark and SpencerMarks and
Spencer.
Recommendations
 The leaders and managers can opt system theory to manage the work in an specific
manner.
 Mark and SpencerMarks and Spencer can use the system theory because each department
perform their separate task to attain the business objective.

 Different working area of each section can also support to maintain the work flow and
this will give a fruitful result in future of the organization.
TASK 3
P4 Key approaches to operations management and the role that leaders and managers play.
Operation management is majorly concerned with planning, organizing, directing,
monitoring and controlling of the process to establish goods and services (Chen, Wu and Fu,
2012). It ensures that the inputs turns to valuable outputs and hike the performance in an efficient
manner.
Key approaches - There are various key approaches of operational management such as
six sigma, lean principles and total quality management. These approaches are mentioned below
-
Six Sigma Methodology : It is definite and discipline business methodology that
enhances the customer satisfaction and profitability. This methods aligns the entire operations
which amends quality and eliminates the errors in while the processing of Mark and
SpencerMarks and Spencer. The organization needs to ameliorates the quality of the products
that satisfies the customer by reducing the possibilities of defects. Mark and SpencerMarks and
Spencer can gain the profit because customer always seeks to quality of the product (Kirezieva
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and et. al., 2013). Six sigma has a methodology which known as DMAIC is very useful to
meliorate quality of Mark and SpencerMarks and Spencer goods. M&S can use Six – Sigma
approach for quality packaging. They can make pack their products with appropriate quality of
packaging that prevents items from being harmed.
DMAIC methodology – It is used to modify existing business process of Mark and
SpencerMarks and Spencer and it can be define as -
 Define – It defines issues and process which are going to be addressed.
 Measure – This is uses to scale the problem and activity from which the issue generated.
 Analyse - In this process the data and procedure needs to be analyse that shapes the
causes of defect and possibilities (Haddad and Mariño, 2011).
 Improve – Modifies the process through finding the solutions to fix, demolish and halt
the future problem.
 Control – This process implement, control and prolong the altered solutions in order to
continue the process.
(Source : What is Six Sigma, 2018)
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Illustration 1: Six Sigma and DMAIC Methodology

Lean methodology : In this methodology Mark and SpencerMarks and Spencer seeks to
gain customer value with increasing effects. As it focused on reducing the waste and improve
the quality of the products and services trough various principles. The ultimate goals is to
provide a perfect value to the prospect customer by eliminating waste (Singh and et. al., 2011).
The core purpose of lean methodology is to minimise the waste by adopting technologies, assets
and optimizing flow of products. Mark and SpencerMarks and Spencer can enhance the value of
products by reducing the waste during the processing of goods. It has five principles through
which it can remove wastage that are as follows -
 Identifying value – The customer needs and requirement for a particular product.
 Value stream – It includes the steps which delivers a finished product which has valuable
for a customer.
 Flow – In value stream the waste has been removed and in this stage it will be ensure that
remaining steps flows in a smooth way without any interruption.
 Pull – After the improved flow of work in an effective way the next state is to promote
the products in the market. As marketing pulls the customer in a dramatic way.
 Perfection – In this state it is essential to improve the entire process to make it more
effective with time. So that it can give better result in each iteration.
Total quality management : As its name indicates that TQM is a continuous process to
detect and reduce the errors during the manufacturing and contour supply chain management.
Mark and SpencerMarks and Spencer needs to maintain the quality of the product during each
stage of production so that it can deliver the best output to the customer (Brandon and et. al.,
2016). This is main purpose of the total quality management to offer a better customer
satisfaction with maintaining all standards of quality across the entire operational process such
as production, manufacturing, etc. and involve various team to control the quality of final
product. Mark and SpencerMarks and Spencer needs to use the high quality raw material in food
products and maintain the food safety norms which satisfy the customer needs.
Mark and SpencerMarks and Spencer needs to adopt these key approaches of operational
management because it will help to reduce the risk that can occur at anytime. Secondly, it will
also provide a qualitative product that will be useful for the organization to attain the higher
profitability.
Role of leaders
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 Vision : A leader has a clear vision and they influences their subordinates to perform
their job in an effectual manner. The associates will put their efforts to achieve the goal
that established by the leaders of Mark and SpencerMarks and Spencer.
 Motivation : The leaders of Mark and SpencerMarks and Spencer encourages their
associates to perform well and accomplish task (Pihlainen, Santtila and et. al., 2016).
They praises subordinates for their job so that they can take the increase their
involvement in organizational activities. The associates will also explore opportunities
which is beneficial for the organisation and themselves as well.
Role of managers
 Project manager : In Mark and SpencerMarks and Spencer the main task of a manager
is to develop, implement and lead a project. For an example, a manager plans and designs
the strategies that is required to execute a task. They analyses resources which is needed
to put as an input in order to get the valuable outcome. The managers of M&S provides
all the necessary things to their employees such as what kind of equipment they want,
how many human resources are need to conduct task.
 Trainer : Mark and SpencerMarks and Spencer managers gives training to their
employees to enhance their skills and knowledge at the workplace. For an example, to
provide the high quality food they trains their chefs to work according to the customer's
requirements. So that they can gain highest customer satisfaction and enhance the
profitability of organization.
P5 Importance and value of operations management in achieving Business objectives.
Mark and SpencerMarks and Spencer has two major business objectives such as customer
contentment and resource utilization that can be achieved by an effective operational
management. Marks and Spencer can reach out its objectives by adopting six sigma methodology
that provides quality products that are seeking by the customers. The organization can attain
these objectives in following manner -
1. Customer Contentment : Mark and SpencerMarks and Spencer needs to analyse the
customer requirement and their preferences because they are end user of the product. It is
essential to ensure the quality of product should meet the specify standards. So that user
can be satisfied with the products (Li, Chen and Qiu, 2018). Hence, it necessary for M&S
to measure quality standards at each stage of process such as at the time of purchasing
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raw material for food, storage, cooking preparations and so on. For illustration, it offers
quality and new patterns of clothes that provides satisfaction to their clients. As they are
paying for that designs, patterns and quality of eh fabric that suits them in an the most
eminent way. Therefore, it is essential for the company to provide customer satisfaction.
2. Resource utilization : Mark and SpencerMarks and Spencer should use the available
resources to enhance the profit of the firm. Otherwise, it will increase the wastage of
funds that can affect on the profit margins.
3. For an example, it utilizes existing employees and available machinery so that it can
minimize funds and increase the profitability. They initially looks for the best use of
machinery and then if required then only they purchases new equipments that are needed
to develop a product.
TASK 4
P6 Factors within business environment that impact upon operational management and decision-
making by Leaders and managers.
There are several factors which can impact upon the operational management and
decision making of leaders and managers that are as follows -
Customer preferences – It impacts on the operational management because the user
preferences changes and they have to establish new strategies according to the end suers choices
such as food items (Ghetti, Vittuari and et. al., 2017).
Suppliers - It can happen that Mark and SpencerMarks and Spencer needs to change
their planning according to the suppliers demand. They can bargain to increase the amount to
maintain supply chain services. The operational management can improve their process to
maintain the supply in the marketplace.
Competition – The leaders of M&S should focus on the competition while deciding the
new strategies (White, 2016). There are various rivals in the marketplace which are offering the
same products. So it becomes essential to study about the them and plan according to them to
gain competition advantages.
These external environmental factors can influence the decision making of leaders
because if the suppliers cost is high then it will needed to increase the investment in the market
to maintain the sustainability of the business. Customer preferences and competition are the two
crucial aspects that gives growth to the company as customers are the end users of products.
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Whereas the rivals share the marketplace by offering same goods to the people. So it is essential
to analyse these aspects before taking any decision.
CONCLUSION
As per the above report it can be summarized that management and operations works as
backbone of organization. They are necessary to maintain the quality and growth of the company
. In order to make the organizational activities in an effective manner there are some theories that
can be implement by the leaders and manager of the organisation. These approaches can be
contingency theory, system theory and situational theory which can hike the growth of the firm.
In addition there are some key approaches like six sigma, lean and total quality management that
are essential to maintain and control the quality and reduce the wastage of the company. It also
specifies that leaders and managers both plays a crucial role for an organisation.
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Online
What is Six Sigma, 2018. [Online]. Available through
<https://www.sixsigma-institute.org/What_Is_Six_Sigma.php>
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