Operational Management, Leadership and M&S Case Study Report

This report provides a comprehensive analysis of leadership and management practices within Marks & Spencer (M&S). It begins by defining and comparing the roles and characteristics of leaders and managers, highlighting their importance in organizational success. The report then examines the distinct roles of leaders and managers in various situations, such as employee training, dealing with employee turnover, and resolving employee issues. Furthermore, it explores different leadership theories and models, including situational leadership, contingency theory, system theory, and transformational leadership, and how these are applied within M&S. The report also discusses key approaches to operational management, such as lean production and supply chain management, and the roles of leaders and managers in implementing these approaches. Finally, it addresses the importance and value of operational management, as well as factors within the business environment that impact operational decisions. The report concludes by emphasizing the critical role of effective leadership and management in driving efficiency, profitability, and market competitiveness for M&S.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
P.1 Definitions and comparison of role and characteristics of leader and manager ..................1
P.2 Role of leaders and managers in different situations............................................................3
P.3 Different theories and models of leadership ........................................................................4
CONCLUSION................................................................................................................................5
TASK 2 ...........................................................................................................................................5
P.4 Key approaches to operational management and role of leaders and managers ..................5
P.5 Importance and value of operational management ..............................................................6
P.6 Factors within business environment which impact operational management and decision
making of leaders and managers ................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Each firm has to focus on the operational tasks so that they can run efficiently and
effectively. It helps them in earning more revenues and market share. So it can easily widens the
operations in various countries. As a result company can maintain unique position in the market
as well in front of all customers. Hence it can give strong competition to other firms.. Report
discusses about the Marks and Spencer company which is a retail firm (Littlefield, Nallathambi
and Chanchlani,Mahadevan, 2015). It is founded in 1884.Organization sells products related
with consumers such as convenience,shopping goods etc. which increase the satisfaction level of
all users. Assignment discusses about the definition,comparison between roles of leaders and
managers .Project explains about the methods in which role of leader and functions of manager
applied in various situations. Report describes about different theories,models of approach and
key approaches to operational management and role of leaders and managers. Assignment
discusses about the importance, value of operations to achieve objectives, the different factors
which impact on operational management and decision making of leaders and managers.
TASK 1
P.1 Definitions and comparison of role and characteristics of leader and manager
Leaders and managers are very important for every organization. They helps the firm in
managing all activities and to earn more profits.
Leader – It is the person who influences, supervises and motivates all employees so that
they can perform efficiently and effectively. Role an features of leader- Motivates members – They motivates all workers so that their enthusiasm level increase
and they can give best results. It helps in improving performance of all staff members.
 Equity – They create plans and policies in such a manner so that training and other
facilities are provided to all employees (Prashar, 2015). This is done so that it increase
knowledge and skills of all workers.
Manager – They are the persons who creates plans and strategies to manage all resources
and activities in firm. They focus on achieving the objectives and goals. Role and features of
manager -
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 Create plans – They helps in creating of plans and policies for the firm so that all
resources can be effectively managed and all activities can be performed in a better
manner (Ptak and Schragenheim, 2016). This helps in increasing revenues of firm.
 Resource distribution – They helps in allocating all resources to workers and explains
methods to all employee so that they can easily accomplish the goals. Through this tasks
can run successfully in firm.
Differences between leader and manager in Marks and Spencer company are (Difference
Between Leader and Manager, 2018)-
Manager Leader
Manager are those persons who emphasis on
accomplishment of all goals,objectives,mission
and mission of the firm. They also evaluate the
plans,policies and strategies of the firm.
Managers focus on the present tasks.
Leader mainly focus on activities which are
related to future. Hence they create strategies
and methods for future so that firm can run
smoothly.
Mangers emphasis on handling of human
resources in the firm. Hence all activities runs
effectively and efficiently.
Leader helps in guiding all employees and
positively motivates them, so that they can give
best results. Hence it results in increasing
productivity of firm.
Manager decreases the issues in various
operational activities and processes. This is
done so that they can run smoothly and
successfully. Hence the organization can easily
earn more revenues.
Leaders do modifications in plans and policies.
This is done so that it can improve
performance of all workers. It results in
increasing productivity of firm. Thus
employees can easily accomplish firm's
objectives.
They create different strategies in the firm so
that all employees can easily achieve their
respective goals and objectives.
Leaders create long term objectives. Hence
they guide and supervise all staff members so
that they can move in correct direction. It
directly helps all workers in accomplishing
their goals.
Manager helps in controlling risks through Leaders tries to decrease the risk in all
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various measures. They create contingency
plans and policies to manage risk.
activities by motivating all employees. This
helps in increasing the energy level and they
perform all activities in proper manner.
P.2 Role of leaders and managers in different situations
Both leaders and managers play different role in taking all decisions in different
situations. Role of both in various circumstances in Marks and Spencer company are-
At time of providing training – Both managers and leaders play and different role in
providing training of employees (Ravindran, 2016). All staff members needs to be trained so
that they can increase their knowledge and skills and can give good results Hence to achieve this
objective both take various decisions in a unique manner. Manager creates
plans,policies,strategies and methods so that it can provide training according to needs of all
workers and they can providence them in suitable time. Leaders take decision to provide efficient
training through organising of training seminars,worships and other programmes which helps in
giving guidance and knowledge related to learning of new tools and techniques. They also
motivates, supervises and give guidance to all employees so that they can perform better. Thus
through decisions of both leader and managers, staff members can easily improve their
performance. This helps them in accomplishing their goals and thus they give best results.
At time when employees are leaving organization – Managers and leader play a unique
and different role to solve this situation. There is a circumstance when all staff members are not
satisfied with the plans and polices of the firm and hence they are leaving the organization. So
managers creates different strategies and methods which helps in giving different benefits to all
employees so that they can be satisfied with the present jobs. For example they can be given
extra bonuses and incentives when they are completing a particular activity. Through this it
increase the motivation level of all staff members. Leader also tries to give good direction to all
workers by giving proper guidance. They try to solve all issues related to the policies of firm and
explain benefits of new plans for them. It directly increase their enthusiasm level and has a result
they do not leave the company.
At time of solving problems of all employees – Both managers and leaders play unique
and distinct role in at time of solving all issues related to policies of organization and with other
employees. All staff members have problem with each other that no one is properly
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communicates with all employees (Schönsleben, 2016). The reason is that some staff members
are highly recognized before management and they are only receiving extra incentives. So hence
manager tries to create new plans,policies and strategies which give extra incentives to all
employees. All staff members are also given holiday packages for some days so that they can
take break and can perform work with full potential. Leaders tries to proper communicate with
all workers and solves their problems. They try to explain benefits of the policies of manager and
motivates them to adopt them. They properly guide all employees so that their all problems can
be solved. As a result employees easily adopt the new plans and it increase the happiness level
of workers.
P.3 Different theories and models of leadership
There are various leadership approaches and models which are applied in the firm.
Various approaches and models of leadership in Marks and Spencer company are -
Situational leadership theory – In this theory leadership changes their decision,styles
according to different situations(Ashutosh, and et. al., 2016). For example there is a situation that
there is decreasing of productivity in the firm due to lower performance of all staff members.
Thus leader initially gives training to all staff members but then also they cannot cannot give
good results. Hence leader changes their decisions according to this circumstances. Now leader
provides training to the need and skills of all staff members. Thus it results in increasing of
knowledge and skills of all workers . Hence after identifying their need, leader can effectively
provides training to all employees. As a result it increase the efficiency of all staff members and
they can perform better. Thus they can give good results and it results in increasing of
productivity and profits of firm.
Contingency theory – There is not a single style or an approach which can be applied in
every situation. Leader have to modify their style and approach so that they can take decisions in
every approach. For example there is a circumstance that employee are continuously the
organization. So hence leader can take different decisions to motivate and guide all employees.
They can organize different seminar and workshops in which rewards are given and they can be
recognized in front of all employees. This helps in increasing the motivation and enthusiasm
level of employees. As a result they do not leave the firm and can give good results. All
employees can be satisfied with the new rules and regulations and hence it increases the
turnover of all staff members.
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System theory – In this theory there are different components which are related with
each other (Choi,Cheng, and Zhao, 2016). It include input,process and output. For example
leader take decision that all employees are given necessary raw materials and their inputs which
are required to produce the finished goods. They are also given training and incentives so that
they can perform better (Ellis, Lemmons, and Thomas, 2016) . This leads to improving
performance of firm. Hence through performance of employees organization can easily
accomplish their objectives and can earn more revenues. Through decision of leader firm can
maintain unique and distinct image in front of all customers and in market.
Transformational model – In this model leader again set the goals and objectives for the
organization. Hence they motivates and givers training to all employees so that they can give
better results. For example firm has to increase the profits and productivity. Hence leader can
take decision to set higher goals and organize training programmes which helps in providing
training to all employees. So as a result all employees give best results and it results in
increasing the productivity as well a profits of firm.
CONCLUSION
It can be concluded from report that role of leaders and manager are very important in
every company. They take different decisions in various situations. Various theories and models
in which leader change their leadership style. Leaders can continuously motivates all employees
and they can perform better. Manager in future also creates plans and polices so that all workers
can follow them and can increase the efficiency of all activities.
TASK 2
P.4 Key approaches to operational management and role of leaders and managers
There are various approaches which helps in increasing the efficiency in operational
activities and tasks. Role of leaders and managers in Marks and Spencer company are
Lean production – In this approach there is reduction in the production cost. Hence M &
S company tries to reduce the cost in all their products such a clothes and in food. Managers
tries to take decision that they can create plans and polices related to reduction of cost. They tries
to implement all strategies so that it can reduce the storing costs and human resource costs.
Leader take decision that lean production can be implemented or not. They take decision that it
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needs to be implemented so that all activities and tasks can run in an effective and efficient
manner. They motivate all employees and provide extra incentives to all workers so that they can
perform better and can give good results (Gillen, Jacquillat, and Odoni, 2016). Hence all tasks
and activities can be run in an proper manner. It also leads to improvement in processes and
methods of production of various food items and clothes (Harrison and Lock, 2017). As a result
it increases the productivity of firm.
Total quality management – In this best quality of products are manufactured with no
defects in manufacturing or delivery process. So hence M & S company tries to create all
products which have superior quality. There can be no defects in either packaging or in creation
of dangerous products which can cause damage to all users. Manager has to create all the plans
and policies related to improving of quality of products. They have created different strategies
related to receiving of good quality of raw materials from the supplier so that good quality of
products can be manufactured. They implement all strategies and policies that there are no
defects in packaging and in delivery of products to users. Leaders thought that total quality
management can be implemented or not. They tries to increase the morale and enthusiasm of all
employees by giving them extra bonuses and by giving monetary incentives and other vouchers.
Thus they are motivated and can perform better. Thus all staff members can produce good
quality of products and they deliver goods at proper time and at proper place. It helps in
increasing the pleasure and satisfaction of all users.
Queueing and logistics – It is the process which helps in reducing the waiting time of
all customers. M & S company can use efficient logistics system so that good can be delivered at
time to all customers. Managers create plans and policies to maintain all records and statements
that helps in keeping all details of inventory They take decision to receive goods and keep them
in warehouse and then they are transferred to all shops and stores. Manager create effective
strategies to deliver the goods through trucks and through salesman to shops. Leaders take
decision to implement this logistics system. They helps in giving extra gifts and other incentives
to all workers so that they are motivated and sell goods at appropriate time to all users. Hence it
increase the happiness level of all customers as they receive all products at time.
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P.5 Importance and value of operational management
Operational management are the managing of all tasks in the firm so that they can run
efficiently and effectively. Importance and value of operational management in M & S company
are-
Increasing the production – Through proper operational management there is efficiency
in all activities and methods (Helmreich, Klinect, and Wilhelm, 2017). There is reduction in
costs of all tasks as there is proper planning of all activities,task, processes and methods of
creating of all products. It directly increases the production of all the goods as there is reduction
in costs of products. All employee produce good quality of products (Hitt, Xu, and Carnes,
2016). Thus it improves quantity of output. Hence it increases the satisfaction level of all
customers.
Increases the satisfaction level – All employees try to produce goods of superior
quality. They had done market research and then accordantly produces goods. Thus products are
created according to demand of all users. M & S company tries to produce superior quality of all
products and they tries to deliver goods at appropriate time to all users. This helps in increasing
the happiness and satisfaction level of all customers.
Accomplishment of objectives – All staff members tries to produce good quality of
goods. This can be done through motivation which is received through the leaders and managers.
Employees perform all activities efficiently and effectively. Thus all tasks run a smooth manner.
Thus it increases the efficiency of all tasks,procedures and methods related to creation of
products. Hence employees can easily achieve their objectives in time. This directly leads to
accomplishing of organizational objectives. Hence firm can earn more profits and can increase
the market share.
Increase the revenues – All employees can perform all activities and task in proper
manner. They create superior quality of goods. Thus it results in increasing production of all the
products. It not only results in increasing the quantity of output but it also improves the quality
of products. Company also tries to deliver the goods in time to all users. Hence all users are
satisfied and happy by recruiting good quality of products. It directly increase the revenues of
firm.
High image – Company can increase the reputation and status by delivering of good
quality of products to the users. Through this it increases the customer satisfaction and can
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easily expand their operations in different nations. Thus it can maintain good and positive image
in front of all users.
P.6 Factors within business environment which impact operational management and decision
making of leaders and managers
There are different factors which are operating in business environment and can influence
decision of leaders and managers (Hoyos, Morales, and Akhavan-Tabatabaei, 2015). Factors
which impact decisions in M & S company are-
Internal factors – They are those factors which are operating within the business
environment. It includes- Employees – All staff members are not satisfied from their jobs. Thus they don perform
all activities in a proper manner. Hence it increase the cost of production and results in
low productivity (Kato and et. al.,2015). Thus manager have to create plans and policies
to give extra incentives and salary to all employees. They are given rewards in front of
all staff members. Leaders take decision that all employees needs to be motivated so that
they can perform better. This helps in improving performance. Leaders have taken
decision to increase the enthusiasm level of all employees so that they can give good
results.
 Suppliers – Suppliers provide good quality of raw materials to the company. Hence firm
can produce good quality of products. Managers take decision to create plans and
policies to receive raw materials and to produce superior quality of products. Leaders
take decision to receive materials from supplier or not. They tries to motivate all
suppliers to deliver more superior quality of products. Thus it increases the efficiency of
all operations.
External factors – These factors which are outside business environment. They are Technology – If there is advanced technology in market,then company tries to adopt the
latest technology through which it can increase the efficiency of operations. Managers
tale decision to create plans and polices so that all employees can adoopt thise
technologies and can learn different tools to operate it. Leaders take decision to use this
tool or not. They motivate all employees to adopt this technique so that all can use this
and can produce innovative products.
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 Economic changes – If there is inflation in economy, the prices of all products are high.
So hence it reduces the profits of firm. So hence managers tries to create plans and
policies to sell products at less price. Thus leaders take decision that this straetgyv is
implemented or not. They motivate all employees to sell products at cheaper rates.
Hence it increase the revenues of firm.
 Competitors – All rivals take decision to charge higher prices which the operational
decisions of company. Due to this managers take decision to charge premium prices for
their products and creates policies for it. Leaders take decision that this strategy is to be
implemented or not (Knee and et. al.,2016). They motivate all workers to sell products at
higher rate.
CONCLUSION
It can be concluded from that there can be different approaches of operational
management. Organization can use six sigma to increase the operational efficiency in future.
Importance and value of operational management is the good brand image,increasing,profits etc.
Different factors which impact decisions of leaders and managers. Both should carefully analyse
other factors also such as social and government so that they can take effective decision.
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