Report on Leadership and Operation Management at M&S

This report provides a comprehensive overview of leadership and operation management within M&S, a prominent UK retailer. It differentiates between the roles and responsibilities of leaders and managers, highlighting their distinct contributions to organizational success. The report explores various leadership styles, including situational and contingency leadership, and their application in different contexts. It delves into key approaches to operation management such as Six Sigma, Total Quality Management, and Lean theory, emphasizing their importance in enhancing product quality and customer satisfaction. Furthermore, the report examines factors impacting operational decision-making by leaders and managers, offering valuable insights into effective business practices. The report also discusses the importance of employee motivation, teamwork, and customer satisfaction within the context of M&S's operational strategies.

MANAGEMENT AND OPERATION

TABLE OF CONTENTS
MANAGEMENT AND OPERATION......................................................................................1
INTRODUCTION......................................................................................................................3
TASK1.......................................................................................................................................4
P1 Roles and characteristics of a leader and a manager........................................................4
LEADERS:............................................................................................................................4
MANGERS:...........................................................................................................................5
TASK2.......................................................................................................................................5
P2 Roles of the leaders and function of managers apply in different situation context........5
ROLE OF MANAGERS.......................................................................................................6
P3Different theories and models of approach.......................................................................6
TASK4.......................................................................................................................................8
P4Key approaches to operation management........................................................................8
P5 Importance of operation management .............................................................................9
TASK4.....................................................................................................................................10
P6Factors that impact upon operation management and decision-making by leaders and
managers..............................................................................................................................10
CONCLUSION........................................................................................................................12
REFERENCES.........................................................................................................................12
Books and journals..............................................................................................................12

INTRODUCTION
This report will explain the difference role and responsibilities of leaders and mangers. This
report describes the functions of M&S. It is one of the most famous retailer company of UK.
It will discuss the difference between leadership and manger. Leader is one who motivate and
guide employees to enhance their performance on the other hand manager is person in
organisation who maintain all the functions to improve the business growth. Furthermore, this
report also explains different approaches of leadership which helps firm to increase the
productivity and benefits. Apart from this, it will also explain the key approaches of operation
manger such as six sigmas, lean theory etc. this report will also describe the importance of
operation manger in the business. Operation manger is person who manage all the functions
in the organisation. Operation manager of cited company focused on the quality of products
and services.
TASK1
P1 Roles and characteristics of a leader and a manager
M&S is one of the most famous retailer company of UK. Mentioned organisation is focused
in continuous improvement in business(Nepal and Chotiyaputta, 2016. ). In this order cited
corporation is continuously focusing towards effective role of leaders and mangers.
Both leaders and mangers plays huge role in the success of organisation. Both are played
different roles and characteristics to develop business.
Different roles of leaders and mangers are as following-
Managers: mangers are one who manage tasks on regular basis, manage the activities of
other etc.
Leaders: leaders are one who directs employees through tasks and motivate them to drive
themselves.
1. Manger of M&s maintain people of organisation whereas leader focuses on
development process, leader of cited company develop new skills and techniques to
improve the productivity of business.

2. Manger focuses on system and structure of corporation whereas leader focuses on
people and their activity.
Leaders are those who create a vision and try to inspire his followers to achieve the
target(Nelson, 2013.). Leader of M&S always try to build a teamwork environment in the
organisation because leader knows that high functioning team can complete a lot more
working together than individual working independent.
LEADERS:
Leader of cited organisation are innovator, he always tries to bring new skills and techniques
for workers to improve the productivity. Leaders are prepared to be themselves. Leaders are
self- aware and work actively to build their unique and different position in the organisation.
Leader of M&s has responsibility to determine and analysis individual performance(Pavlineri
and et.al., 2017.). He has responsibility to motivate the workers to increase the benefits and
reputation of the business. Leaders always try to bring new things, leader is risk taker.
Supervisor of M&S build a strong relationship with his or her employees. He offers different
trainings and development activities to motivate workers. As employees are backbone of
M&S, leaders of cited company provides the task according to employee's skills and
qualification. To enhance the performance of employees and to gain their extra efforts, leader
of cited company tried to offer development trainings. Leader has responsibility to kept good
and positive behaviour with employees so that workers can feel relax in job environment and
will give their extra efforts to the organisation.
MANGERS:
Manger of M&S focused on directing, setting and managing process. Manger has
responsibility to control all the situations and functions to achieve the goals. Manger of M&S
focused on refining system, structure and process to make them better. Mangers copy the
abilities and action they learn from others. Manger always try to control the risk factor.
Manger builds the system and process in organisation, he has not focused so much on
relationship with employees. Manger of cited company focused on the structures necessary to
set, they work with individual and their goals. Manger of cited organisation has responsibility
to direct all staff and make effective plans to improve the business.

TASK2
P2 Roles of the leaders and function of managers apply in different situation context
In order to have good repudiation and benefits manger of M&s has responsibility to ensure
that al the functions of business are being taken into account(Fortin and et.al.,, 2017.). To
improve the productivity of cited company, it is necessary for the leader to have appropriate
communication with the employees.
LEADERS ROLE IN DIFFERENT SITUATION
 Solve disagreement: leader is only one who has right and ability to resolve the conflict
among employer and employees. Leader of M&s has responsibility to analysis
conflict and provides proper solutions to resolve the matter.
Leader of mentioned company is able to build good relationship with employees so he can
understand the worker's requirements and needs. When employees are satisfied with job
conditions then organisation can improve its productivity on regular basis.
 Customer satisfaction: customer satisfaction is sign of success. M&S is focused on
customer satisfaction in big manner. Leader of cited company plays huge role in the
customer satisfaction. When customer is not satisfied with the quality and service of
product than they will try to buy product from another organisation this will decrease
the productivity of cited company. So to attract the customers towards the
corporation, leader of cited company determine the performance of employees on
regular basis.
ROLE OF MANAGERS
Manger of M&s plays a crucial role in the success of its business. To improve its productivity
and business manager of cited company is working in organisation in following ways:
 Planning: manger of mentioned company has to make effective plan before taking
any decision. Manger of M&s has ability to resolve the conflict and disagreements.
To improve the business growth, manger has responsibility to collect the all
information about the matter. Apart from this manger has to make plan to maintain
the productivity and quality of products.
 Organising: to improve the business and brand image in all over the world, manager
of cited company has to used different and unique market strategies. By different
approaches and effective planning manger can bring new products for organisation.

New products helps business to attract the new customers and also provide advantage
to resolve the competition problem.
 Leading: to complete the task on time, manager has responsibility to offer the best
and simple roots to other staff members and teams. By using simple root manger can
examine more fields and situation within administration.
P3Different theories and models of approach
Different theories and models are used in M&S to improve their employee;s performance.
Different leadership styles are following by the cited organisation to improve their business
growth and benefits on regular basis. These theories help corporation to make their
employees more effective and productive(Antoni and Gradinariu, 2016). Different leadership
styles and model are used by mentioned organisation to over come the competition in the
market. Apart from this to run an organisation in systematic manner these approaches are
used. M&s following three main leadership style which are as following:
 SITUATIONAL LEADERSHIP: this leadership style brings up when the leader of
cited organisation must change his style to fit the development level of the followers
he is trying to determinant. According to this theory leader change his style according
to situations and conditions. Situational leadership involves emotional ties and
commitment. In situational leadership, leaders have to use following ways
1. Directing: as leader is one who closely attached with employees and understand them
very well. In this process leader has responsibility to direct the workers to achieve the
task in effective manner.
2. Selling and coaching: in this process employees are guided and directed but it is in
more of a coaching manner rather than a management manner.
3. Supporting: in this process leader of M&s has to provide feedback to analysis the
whole performance of employees and to increase their confidence and skills
organisation has to provide reward system.
4. Delegating: it is the situational leadership style where the supervisor is involved the
least amount with the workers.
 System leadership: this leadership is used to improve the business growth. In this
leadership style leader has responsibility to focus on the development activities in the

business. In this style, leader determine the whole performance of individual to
improve the productivity. This leadership focused on the extra efforts of employees.
 Contingency leadership style: this style of leadership focused on relationship
between leaders and employees. To maintain a good relation with workers, leaders
has to improve his or her communication skills. Leader should keep positive attitude
in his or her behaviour so that employees can share their issues and problems with
them. Contingency leadership also focuses on the task structure, this structure is used
to improve the productivity of business. Leader should have ability to design the task
structure so that every worker can get task according to his or her interest and
knowledge. When employees gets target according to their interest than they will
provide extra efforts. In this style leader must offer the common goal and try to build
teamwork so that employees can learn new skills and techniques.
So to improve the business in all over the world leader of mentioned company has to follow
all those leadership styles. Mentioned leadership styles used to improve the business growth
and benefits.
TASK4
P4Key approaches to operation management
M&s is getting success because they planned their operations and processes. Cited company
has been able to make its marks on globe through the operation management. It is important
for any corporation because it manages the firm effectively and systematic(Emile and
et.al.,2017). Operation management of M&s focused on the quality of product and service of
employees.
Important approaches in the operational management are as follows:
 Six sigma approach: this approach focused on the quality of product. This approach is
used to attract the customers through the high quality of products. Manager of M&S
can improve the quality of products by using this approach. Apart from this six sigma
approach also focused on the resource utilization. To reduce the production cost,
manager of organisation has to focus on resource utilization.
 Total quality management: this approach is used to maintain the quality of
product. TQM is based on the customer's needs. In this approach organisation make

the products according to customer need and desire. Customer always wants the best
quality products.
 Lean theory: this is the best approach which is used in organisation to remove the
waste products. To store the waste material is one of the major problem in For any
organisation.
Role of leaders:
leaders of the organisation possess following role at workplace:
 Determines clear vision of the corporation: main role of M&s is to set clear sight
which can determinant to objectives of the company. Leader of chosen company
focused on goals of their workplace which help to make effective decision regarding
business operations. In this aspect, leader guide and direct his or her employees to
achieve the success.
 Motivates to employees: most important role of leader is to motivate the employees to
enhance their performance. To motivate the workers, leader of cited organisation
providing the reward system and trainings and development to the employees.
Employee can learn new skills and techniques from the trainings.
 Build morality at workplace: leader of chosen corporation also posses roles to pull
individual to work in team. All employees learn new skills and share their experience
with each other.
Role of managers
manager of the mentioned firm posses following role at workplace:
 Work as leader: with the help of effective leadership skills, manger can motivate
employees to attain business goals. To handle the operations and functions of
business, manager needs different and personal skills.
 Organise things: manager maintain and arrange different things at workplace to
accomplish objectives and goals(Koutra, Kopsahelis, Zafiri, and et.al., 2016). Firm
can find the best result and outcome through the setting goals and objectives.
 Establish target and goals: firm can gain positive outcomes from focusing on different
things which require performing various operations and functions in the workplace.

M&s can get their goal and target with manger of company which help firm to gain
competitive advantages.
P5 Importance of operation management
Operation management is important for overall organisation because it focused on the
production of goods and services. It plays main role in the success of M&S. All other
department will suffer from problems When organisation's operation managed improperly.
M&s is large firm so operation management is very important for managing its operation and
running it successfully(Hirayama and Morishima, 2014.). Operation management of cited
company mainly focused on the production of goods and services in business. Operation
management is process of converting
Minimum input in maximum output.
Operation management plays hug role in the success of business. This management is
responsible for producing services and take control of distribution of services. Operation
manager of M&S is able to achieve corporation's goals in defined period. To produce
company's vital products and services, operation management handles issues, design and
operations. Operation management is very important in cited company to arrange all
activities. Operation manager focuses mainly on customer service and resource utilization to
improve the benefits.
CUSTOMER SERVICE: M&S is very much concerned about the products which are
manufactured and developed for the customer in the market. As customers are backbone of
cited company(Carela-Español, Barlet-Ros, Mula-Valls and et.al., 2015.). To satisfy the
customers, operation manager of cited company check the quality of product on regular basis.
Operation manager has responsibility to make effective plan for improve the quality of
products. He has responsibility to provide the different ideas and techniques to improve the
product quality and services.
Operation manger has responsibility to analysis the performance of employees on regular
basis. He should provide development trainings to his employees so that they can offer best
services to the customers. Operation manager is one who focused on the quality of new and
old products.
Resource utilization: to increase the benefits worker should use resources carefully. Proper
utilization of resources helps business to decrease production cost. Operation manager has
responsibility to provide training session for the employees. In trainings workers and staff can
learn the way of resource utilization.

Operation management assist to control on system of business which manage
outcomes and positive result at workplace. In this respect, cited company deals with design
and improvement methods that make effective result. Apart from this, operation management
also focused on the process to maximize shareholders values. Operation management is
combination of mange people, sources and system to deliver good products and services to
the customers.
TASK4
P6Factors that impact upon operation management and decision-making by leaders and
managers
Operation management is important element of company which encompasses to make plan
for development. Leader set their vision to complete task on the other hand manger make
plans to maintain the staff and business in systematic manner(Fujii, 2017). In this respect
M&s can deliver their highest performance with making cost effective products. Every
business affected by the internal and external factors so manger has responsibility to make
effective plans to overcome all negative traits.
There are various factors which create impact on the business performance of M&s are as
follows:
 Political factor: every corporation have to follow some rules and regulation of
government. Change by government can influence the business of cited company.
Sudden changes in economy can affect the whole business of mentioned company.
Change by government can affect the business positively and negatively.
 Technological factor: new technology can affect the business environment. Cited
company affected negatively when new company comes in the market with new
technology. Customers always go with new and advanced technologies.
So the manager of cited company has responsibility to make plan before launching any new
products. Apart from this leader should analysis the whole performance of employees so that
they can put their extra efforts in the success of business.
 Work process: in respect to perform effective and systematic functions, cited
company need to make proper work so that the can achieve best result.
 Employee training: to motivate workers, mentioned company has to provide
development trainings and other activities to employees. Trainings helps employees to
learn new skills and ideas so that they can perform at highest level.

 Environmental factors: this factor includes nature factor such as earth quack, natural
disaster, floods etc. all these factors can affect the organisation negatively. These
factors reduced the productivity of business and also decrease the benefits of
firm(Wang and Wang, S., 2015).
 Competitors: competitors have increased in all over the world. Competitors provides
the same product at low cost to attract the customers. New entrant decrease the
number of customers in the mentioned organisation.
So to remove this problem manager of cited company has to provide the highest quality
products to attract the customers. Leaders should provide task to employees according to their
interest and qualification.
Employees: if employees are unable to provide the best services to customer than firm
will be unable to get success. If employees are not getting motivation trainings than they will
be unable to satisfy their customers and this will decrease the productivity of business.
So manager of cited company has to hire best and qualified employees to achieve
customer's loyalty. Apart from this leader has responsibility to build a good relation with
employees so that they can share their issues and problems with leaders frankly.
CONCLUSION
From the above report it can conclude that there are difference between leader and manager.
This report also focused on the situational, system and contingency leadership which helps
organisation to achieve the target. Apart from this it can conclude that operation manger is an
important element of cited organisation. Operation manger plays main role in the success of
corporation. Apart from this, it also explained the impact of environment, technology, social
and employees on the business and its growth. Environment includes earth quack, natural
disaster etc.

REFERENCES
Books and journals
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logistics technology at Munich Airport. Panyapiwat J.8.pp.273-282.
Nelson, P.V., 2013. Greenhouse Operation and Management: Pearson New International
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Pavlineri, N., Skoulikidis, N.T. and Tsihrintzis, V.A., 2017. Constructed floating wetlands: a
review of research, design, operation and management aspects, and data meta-
analysis. Chemical Engineering Journal.308. pp.1120-1132.
Fortin, J., Vaillancourt, R., Vigneault, L. and et.al.,, 2017. Unusual Cause of Life-Threatening
Hemoptysis During Cardiac Operation: Surgical Management Revisited. The Annals
of thoracic surgery.104(3).pp.e251-e252.
Antoni, M. and Gradinariu, T., 2016. SATLOC–Innovative satellite based operation and
management of low traffic lines. 2A-Risques liés aux nouveaux usages-architectures
robustes 1.
Emile, S.H., Elbanna, H., Youssef, M.,and et.al.,2017. Laparoscopic ventral mesh rectopexy vs
Delorme's operation in management of complete rectal prolapse: a prospective
randomized study. Colorectal Disease.19(1).pp.50-57.
Koutra, E., Kopsahelis, A., Zafiri, C., and et.al., 2016. Development of an e-learning training
platform for the operation and management of biogas production plants.
Hirayama, T. and Morishima, S., 2014. Operation and management manual of JT-60
experimental data analysis system (No. JAEA-TESTING--2013-005). Japan Atomic
Energy Agency.
Carela-Español, V., Barlet-Ros, P., Mula-Valls, O. and et.al., 2015. An autonomic traffic
classification system for network operation and management. Journal of network and
systems management.23(3).pp.401-419.
Fujii, H., Fuji Xerox Co., Ltd, 2017. Operation target management apparatus and non-
transitory computer readable medium. U.S. Patent 9,760,842.
Wang, Y., Sun, J. and Wang, S., 2015. Operation and Management of Urban Rail Transit
Education Reform Based on CDIO. In ICTE 2015 (pp. 3097-3104).