Leadership and Management Roles in M&S: A Detailed Analysis

This report provides a comprehensive analysis of leadership and management practices within Marks and Spencer (M&S). It begins by introducing the organization's management structure and comparing the distinct roles and characteristics of managers and leaders. The report then delves into the application of various management theories, such as Theory X and Y, and the Chaos Theory, to highlight the differences between managerial functions and leadership roles. It examines how these roles are applied in different workplace situations, including conflict handling and expense control. The report further explores how different management and leadership theories, including situational, systems, and contingency leadership, support the growth and sustainable performance of M&S. It assesses the strengths and weaknesses of these theories. The report also introduces operations management at M&S, the roles of managers and leaders in successful operations, the importance of key approaches, and how to improve operational efficiencies. It evaluates the impact of external business environment factors and concludes with recommendations.

MANAGEMENT
AND OPERATIONS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introducing the organisation and its management structure....................................................1
2. Comparing the roles and characteristics of manager and leader in M&S...............................1
3. Application of management theories and concepts to show difference between managerial
functions and leadership roles.....................................................................................................2
4. Applying roles of a leader and functions of a manager in different workplace situations......3
5. Supporting growth and sustainable performance with applying different management and
leadership theories.......................................................................................................................4
6. Assessing the strengths and weaknesses of different theories and approaches.......................5
7. Conclusion and recommendations...........................................................................................6
TASK 2............................................................................................................................................7
1. Introducing operations management of M&S and its adopted key approaches......................7
2. Roles and responsibilities of managers and leaders in successful management of operations7
3. Importance and value of the key approaches to operations management................................8
4. Evaluating the way managers and leaders could effectively be improving operational
efficiencies...................................................................................................................................9
5. Impact of external business environment factors on operational management decisions by
leaders and managers...................................................................................................................9
6. Critical evaluation of the application of operations management.........................................10
7. Conclusion and recommendations.........................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

LIST OF FIGURES
Figure 1: Management and Leadership Approaches.......................................................................4
Figure 2: Total Quality Management (TQM)..................................................................................7
Figure 3: Six Sigma.........................................................................................................................8

INTRODUCTION
Management and operations refer to the responsibility which makes organisation ensure
that all its processes and functions are efficient enough to meet the requirements of customers.
Also, it makes sure that available resources are being used in the most optimum manner. In
present report, as per the given scenario, firm chosen is Marks and Spencer (M&S) which is a
British multinational retailer based in the UK. There will be study on difference between the
roles of a leader and functions of a manager and the way their roles are applied in different
organisational situations. Further, an appreciation of the role that leaders and managers play in
operations management of M&S will be discussed along with demonstrating an understanding of
the relationship between leadership and management in a contemporary business environment.
TASK 1
1. Introducing the organisation and its management structure
Marks and Spencer is having a vast range of products and specialized in clothing, luxury
food as well as home products. The firm is currently having 979 stores across United Kingdom
among which 615 are only for selling the food items. Management or organisational structure of
M&S is flat which has limited levels in between administration and front-line employees. With
the help of this structure, firm is gaining advantage to employees its employees to participate in
decision making process. Through this, the level of bureaucracy is reduced and employees
become confident enough to make their decisions (Aloysius and et.al., 2018). Also, with less
management levels, there is effective and easy communication between higher authorities and
base line employees which help in bringing rapid change and in resolving any issue.
2. Comparing the roles and characteristics of manager and leader in M&S
Manager: Managers are the people who are responsible for designing work in such a manner
that pre-determined goals and objectives of company can be effectually achieved by getting
desired work done from the employees. They make relevant strategies and policies which staff is
supposed to follow.
Leader: Leaders are the people who first perform their work and then influence, direct, guide
and supervise others to do the same concerning the goals of company. They are responsible for
increasing the motivation of employees through their effective leadership to attain the vision of
organization (Panigrahi and et.al., 2018).
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Comparing roles of a leader and manager in M&S
Leader Manager
Leader’s in M&S is to lead towards the future
to attain objective of overall plan
While, manager’s role is to manage the tasks
at hand and he is only focused on the current
job done.
They are the individual contributors and just
look for guidance and direction.
However, on the other hand, manager in M&S
supervises the people as well as their tasks.
Leader in this organisation guides people with
an aim to attain success.
Whereas, manager tells the people regarding
way of performing tasks.
Comparing characteristics of a leader and manager in M&S
Leader Manager
Leader’s most common trait is to get the best
out of employees to get efficient work done.
On the contrary, manager always focuses on
getting the most out of them.
Leader in M&S is responsible for
encouraging employees to get their effectual
performance in the long run (Teller and et.al.,
2018).
On the other hand, in M&S, managers are
responsible for day-to-day efforts of
employees.
Communication of leaders in M&S is
effective enough to inform their team about
any obstacles and convince them to deal with
same effectually.
Whereas, they do not much focus on the
communication as their main emphasis is on
establishing the work rules, processes and
standards.
3. Application of management theories and concepts to show difference between managerial
functions and leadership roles
Difference between functions of manager and roles of a leader can be understood with the
help of applying different management theories and concepts like:
 Planning (management concept) – Planning in organisation is all about determining the
objectives to be achieved and formulating suitable plans, strategies, standards, policies,
etc. to achieve set goals. In M&S, planning is done by the manager where he does
forecasting regarding the need of customers and accordingly, makes plan for which a
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team is developed. Main role of leader here is to have quality check of plan at each step.
He is assigned with the responsibility to get the tasks performed by employees in a
manner that main objective of plan will be achieved (Garrette, Phelps and Sibony, 2018).
 Theory X and Y – This theory is basically based on the attitudes of people working in
organisation. When this theory is applied in M&S, it is assumed by manager that people
are demotivated because they require incentives for their performance that comes under
theory X management style. Here, leader follows authoritarian style of leadership. While,
on the other hand, as per theory Y, it is believed by manager that people will naturally get
motivated and take the responsibility where leader’s role is to make workers participate
in organisational activities like decision making to motivate them (Fosso Wamba and
et.al., 2018).
 Chaos theory – This theory states that except everything, change is constant which
business needs to face. Though, there are many events and situations that can be
controlled by management but, others cannot. As per this theory, at the time when Marks
and Spencer grows, its chances of complexity increases as well. In this situation, manager
is responsible for making organisation able to maintain new level of complexity and
enhance structure so that stability in operations can be maintained (Kroes and Manikas,
2018). On the other hand, leader’s role is to make system continue to evolve and deal
effectually with changes with positive and active efforts of employees.
4. Applying roles of a leader and functions of a manager in different workplace situations
Like any other organisation, at the workplace of M&S also, numerous situations occur
which require leaders to play their role and managers to perform their functions. Some of these
situations are given as below:
 Conflict handling – Many a times, situations arise in M&S when conflicts take place
among employees or in between employer-employee. In this case, manager’s function is
to use his skills like negotiation and take decision after listening to both the parties.
While, on the other hand, leader’s role is to analyse the whole situation, go in-depth of
the issue and understand the reason behind same so that both the parties can be satisfied
accordingly (Chen, 2018).
 Controlling expenses – Being a large organisation, Marks and Spencer has a lot of
expenses as it deals in number of products. Thus, sometimes it becomes necessary to
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control the expenses of organisation to maintain its profits. In this situation, manager’s
function is to eliminate waste and inefficiency from tasks. On the other hand, leader’s
role is to coordinate the tasks of all departments of organisation along with their
resources (Hugos, 2018). Also, he needs to improve the workflow and schedule of
operations to remove the disorganisation in employees and control costs of company.
5. Supporting growth and sustainable performance with applying different management and
leadership theories
There are different management and leadership theories that play a crucial role in
supporting the growth of Marks and Spencer and to make it sustainably perform. Some of these
are explained as below:
Figure 1: Management and Leadership Approaches
 Situational leadership – As per this theory, there is no single leadership style that is
suitable for all situations in an organisation. Instead, it depends on the type of situation
that which style of leadership will be used for resolving the same. It says that the most
effective leaders are those that can change their style of leading people as per the need of
task and people to get the job done (Cherry, 2018). If this leadership style will be used by
M&S, firm will become able to handle all kinds of situations effectually and thus, it will
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Management
and
Leadership
Theories
Situational
Leadership
Systems
Leadership
Contingency
Leadership

contribute to the smooth functioning of operations and so as in supporting the growth and
sustainable performance of business.
 Systems leadership – This management theory refers to the collaborative leadership of a
group of people that are working at different places and at distinct levels in a firm with an
aim to create a shared endeavour and bring an important change at workplace (Atkinson,
2018). If manager of M&S will adopt this theory in firm, a systematic working will be
gained that will lead to reduce the chances of chaos and therefore, business will grow at a
rapid pace by performing in a sustainable manner.
 Contingency leadership – This leadership theory states that effectiveness of a leader is
contingent in nature as mainly depends on the way in which his style of leading matches
to the situation (Bisk, 2018). Thus, if this theory will be used by the leader in Marks and
Spencer, it is crucial for him to first identify the kind of leadership style which is best
suitable for a specific situation so that workers can be influenced easily and thus, their
efforts will lead organisation to growth and perform sustainably.
6. Assessing the strengths and weaknesses of different theories and approaches
Situational Leadership
Strengths
 This theory is very simple to understand as well as for managers, it proves to be intuitive.
 If M&S will use this style, this will help in establishing a healthy relationship in between
manager and employee.
 With the help of this theory, need for flexibility at the end of leaders is recognized and
accordingly, steps are taken so that employees can be prevented from dissuaded.
Weaknesses
 Other than this style of leadership, there are many theories present that are comparatively
more flexible and focused on getting effective work performance (Petljak and et.al.,
2018).
 This leadership theory ignores the factors like relationship in between co-workers and
work groups or teams. Thus, it can be critically assessed that in case if M&S will adopt
this leadership theory, workplace environment can get negatively affected.
Systems Leadership
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Strengths
 This approach of management has complete focus on the individual as well as on
organisational goals.
 At the time of bringing changes in M&S, this approach will help in adapting the same as
per requirement.
Weaknesses
 However, it can be critically evaluated that this approach is not practical in all situation
and may lead to delay the important decisions to be made.
 Also, it is not suitable in contingencies as well as complex in nature (Abbey and Guide Jr,
2018).
Contingency Leadership
Strengths
 This theory can be used by Marks and Spencer for creating suitable leadership profiles.
 It focuses on the combination of styles possessed by leaders as well as the situation which
matches the best with it.
 It is predictive in nature and possess a well-defined method to make evaluation of
situations.
Weaknesses
 Main weakness of this theory is that it does not explain the reason behind more
effectiveness of leaders in some situations.
 There is no specific way of leading people as per this approach and so, it creates
confusion (Paras, Pal and Ekwall, 2018).
7. Conclusion and recommendations
It can be concluded from the above tasks that M&S is using many leadership and
management theories that is leading it to have a healthy culture at workplace. But, it can be said
that if Marks and Spencer will use situational leadership theory, this would prove to be the best
for organisation as due to operating in a highly competitive industry, it keeps on bringing
changes at workplace as per the alterations in business environment.
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TASK 2
1. Introducing operations management of M&S and its adopted key approaches
In Marks and Spencer, operations management is all about administering the practices of
business in such a way that highest level of efficiency can be achieved. The firm is highly
concerned with converting the efforts of human resources and raw material in finished products
with an aim to increase its profits and revenues (Alan and Lapré, 2018). The key approaches to
operations management adopted by Marks and Spencer are Total Quality Management (TQM)
and Six Sigma.
Figure 2: Total Quality Management (TQM)
(Source: Total Quality Management, 2018)
TQM in this organisation is used for gaining long term success with high level of
customer satisfaction. In this company, under this approach, all employees participate for the
purpose of improving processes as well as the culture in which they are working. Also, company
uses Six Sigma in specific situations which require perfection and where superior quality of
outcomes are needed with measurable data (What is Six Sigma?, 2018).
2. Roles and responsibilities of managers and leaders in successful management of operations
To successfully manage the operations in Marks and Spencer, leaders and managers have
different roles and responsibilities like:
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 Hiring and staffing – HR manager of M&S is responsible for filling the vacant positions
on time with best suitable candidates as adequate supply of workforce is needed to run
operations on timely basis and in a smooth manner.
 Training new employees – Other responsibility of managers in this organisation is to
train the new employees effectively so that they can perform their tasks in the desired
manner that will lead to successful management of operations (Aloysius and et.al., 2018).
 Conducting timely performance evaluation – Leader’s main role in M&S is to conduct
performance evaluation of employees on timely basis so that in case if any deviations are
found, corrective measures on time can be taken.
3. Importance and value of the key approaches to operations management
For the purpose of achieving organisational objectives of Marks and Spencer
successfully, key approaches to operations management i.e. TQM and Six Sigma which are used
by firm are of high importance as well as value. It is because; with the help of adopting total
quality management, company comes in position to eliminate waste in tasks and efforts as well
as make optimum utilisation of limited resources which saves its cost and time both (Total
Quality Management (TQM), 2018).
Figure 3: Six Sigma
(Source: What is Six Sigma?, 2018)
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Likewise, six sigma helps company in eliminating the defects from operations which
ultimately increases its quality. Thus, objective of organisation is achieved by providing high
satisfaction to customers through offering quality products.
4. Evaluating the way managers and leaders could effectively be improving operational
efficiencies
For successfully meeting the set objectives of business, managers and leaders in Marks
and Spencer play a significant role as they lead to improve the operational efficiencies by which
profits or firm at reduced cost increases with satisfied workforce as well as the customers. At the
time of using approaches like TQM and Six Sigma, manager’s role is to brief the same to
employees so that they will get to know the way to perform their tasks. On the other hand,
leader’s role in this is to keep on monitoring the performance of employees so that in case if any
deviations are found or set benchmarks are not achieved, corrective measures are taken by him
(Teller and et.al., 2018). Thus, it can be said that in M&S, without supervision and guidance of
managers and leaders, gaining improved operational efficiency is not possible.
5. Impact of external business environment factors on operational management decisions by
leaders and managers
External business environment factors in Marks and Spencer have a huge impact on the
decisions made by leaders and managers related to operations management and affect business
environment as well as wider community. These factors are like:
 Government Policies – M&S operates in various nations and according to the policies
imposed by government of that country, managers and leaders need to make decisions.
Like, as per Health and Safety Act in UK, operations in firm are being carried out
keeping in mind the well-being of community and so, high quality products are offered
by company (Panigrahi and et.al., 2018).
 Income – After inflation, economy of UK got affected and so, spending power of people
is not so high. They generally do not spend on the luxury clothing and food products.
Accordingly, managers and leaders need to take operational decisions keeping in mind
that profits can be earned by selling groceries items more rather focusing on luxury
products.
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 Competitors – As competition in retail industry of UK is very high, managers and
leaders of M&S have to take decisions regarding operations in such a way that
differentiation in products can be generated so that attention of customers can be grabbed
(Garrette, Phelps and Sibony, 2018).
6. Critical evaluation of the application of operations management
Like any other organisation, operations management in Marks and Spencer plays a vital
role in terms of managing the factors that affect its business environment like income of people,
technology used, intensity of rivalry, government policies, etc. To give due emphasis on
operations management is the basic requirement of company as in absence of this, to run
operations effectually and in a smooth way is not possible. Its absence may lead to wastage of
resources in terms of funds, raw material and efforts of employees (Kroes and Manikas, 2018).
Thus, it can be critically evaluated that by applying operations management in an effective way,
Marks and Spencer can easily deal with the factors that impact on its business environment as
fruitful decisions will be made and so, chances of risks like that of reduced sales and profits will
be reduced.
7. Conclusion and recommendations
It can be concluded from the above tasks that by using TQM and Six Sigma in operations
management, M&S is successfully running its business with reduced cost and increased profits.
Thus, it can be said that to continue the same, personnel should be given with adequate training
so that they can perform their tasks effectually and lead firm to attain success in the long run.
CONCLUSION
From the above report, it can be concluded that for Marks and Spencer, it is crucial to
give due emphasis to its management and operations to retain its leading position in market for
longer span of time. Also, it has been assessed that if company wants to gain competitive
advantage over other rivalry firms, it needs to focus on suitable theories, approaches and styles
of management and leadership so that the best results can be obtained and to deal effectually
with prevailing changes in the organization. With these approaches, at the time of bringing
changes at workplace, leaders and make can easily make efforts to convince employees to accept
the same. This would ease eliminating the issue of resistance to change and thus, will boost the
growth of business.
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