Report: Leadership, Management, and Operations at Marks and Spencer

This report provides a detailed analysis of leadership and operational management within Marks and Spencer, a major retail company. It begins by differentiating between the roles and characteristics of leaders and managers, emphasizing their importance in adapting to market changes. The report then explores the organizational structure of Marks and Spencer and the functions of managers, including planning, organizing, commanding, coordinating, and controlling. It examines how these functions are applied in different situational contexts, such as stable, moderate, and rapidly changing environments. Furthermore, the report delves into various leadership theories and approaches, including situational, system, and contingency leadership theories, illustrating how they are utilized to motivate employees and improve organizational performance. The strengths and weaknesses of each theory are also analyzed, providing a comprehensive understanding of their practical applications within the context of Marks and Spencer's operations and management strategies.

Management and
Operations

INTRODUCTION
Management and operations means planning business operation to be done in specified
manner. Management and operations helps to perform business operations in systematic and
synchronize manner. In business organisation, there are various departments such as production,
finance, human resources, etc. which collectively works to achieve targets. So management and
operations is all about managing activities of these departments (Akkerman, Farahani and
Grunow, 2010). There is important role of managers and leader in order to perform business
operations appropriately. This report is based on Marks and Spencer which is a big retail store at
London. Marks and Spencer provides clothes, home furnishing items, eatables, etc. In this report
there is discussion about difference between role of leaders and functions of managers and
leaders, different theories and approaches of leadership, factors of business environment having
impact on operational management and decision making.
TASK 1
P1 Different roles & characteristics of a leader and manager
Managers and leaders are important for performing business operations in effective and
efficient way. These days changes are taking taking place very frequently. It is important to
analyse changes and then take actions. This helps to get result in better and effective way.
Introduction to organisation and its management structure
Marks and Spencer has famous name in retail sector. Managers are responsible to
maintain brand image in industry by analysing market and actions are performed in accordance
to market trends. Marks and Spencer have headquarter in City of Westminster, London, UK. It
was established in 1884. They have currently around 979 stores across globe. Marks and Spencer
has hierarchy structure, which helps to make decision in appropriate manner.
Manager and leader are used as synonyms but there is little difference among them.
Managers and leaders both are important to make changes in working style according to market
trends. They provide guidance to employees which are important for performing business
operations (Barratt, Choi and Li, 2011).
Managers- Manager is the person who works on the behalf of group of persons in order
to achieve targets. They provide direction, guidance, motivation to workers for achieving set
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targets. They have right to control operations performed by subordinates. Top level managers of
Marks and Spencer generate guidelines for middle level managers and hence operations are
performed accordingly.
Leaders- Leaders are little different from managers. As they are more innovative as
compared to managers. They promote employees to come with new and innovative ideas. These
days there is more requirement of leaders in order to perform business operations according to
market trends (Brandon and Mullan, 2013). They keep watch on working style of employees in
order to get positive results.
Difference between leader and managers are as under-
Basis Managers Leaders
Role Managers are person who
manages business operations
through planning, staffing,
directing, etc.
Leader is the person who guide
and make way to perform
actions appropriately.
Risk taking Managers are risk avoiders.
They perform task in specified
set benchmarks.
Leaders believes in taking risk
so they can provide up to the
mark services.
Opportunity to employees Managers of Marks and
Spencer do not give
opportunities to subordinates
to come with new and
innovative ideas.
Leaders of Marks and Spencer
give chance to subordinates to
come with new and innovative
ideas.
Resistance to change Managers of Marks and
Spencer resist to set
benchmarks and standards.
While leaders promote changes
and they work with new and
innovative ways in order to
perform task in appropriate
manner.
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ROLE OF LEADER
Motivation- leader plays important role in motivating employees. They make policies
through which employees gets engage in new and innovative ideas. This helps employees to get
feeling of motivated and hence business operations can be done in effective way.
Team building- There are many operations such as HR, Operations, manufacturing, etc..
in Marks and Spencer. So business activities can be performed with in specified time. As there
is difference in skills and characteristic of employees, it is responsibility of leader to deliver
responsibility according to competency and frame team (Chiarini and Vagnoni, 2015).
ROLE OF MANAGER
Effective planning- Planning is basic function of managers. It is responsibility of manager
to plan policies according to external environment. Planning helps to perform managers of
Marks and Spencer to perform operations in effective way.
Training- Training is important these days to make workers aware of current market
trends. Training is important to make employees competent to current market. There are two
main sources of training, internal and external sources. Managers of Marks and Spencer has to
select best and effective out of it.
P2 Application of leader's role and manager's functions in different situational contexts
Managers and leaders plays a very essential role for smooth functioning of an
organisation. Managers and leaders can perform their operations with use of management
principles and concepts. There are number of functions performed by manager within an
enterprise as per management principle, which are as follows:
 Planning:- It refers to deciding in advance the future course of action for accomplishing
the goals and objective of a company effectively. Planning is a main function of manager
which help in improving the performance of company. Managers of Mark & Spencer
decides in advance the activities to be performed for achieving the targets set by higher
management.
 Organising:- It is defined as grouping the activities which is to be performed for the
execution of particular task and establishing authority as well as relationship among them
(Galindo and Batta, 2013). Under this function manager of M&S bring up all the
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resources required and assign the task to its subordinates. Tasks are assigned as per the
skill and talent of an individual which further help company in performing operation in
most efficient manner.
 Commanding:- After the task has been delegated to employees, next function of a
manager is to commanding and guiding the workers for performing their tasks efficiently.
Managers of M&S guides their workforce for providing better performance. This is the
main reason behind Mark & Spencer known for its quality.
 Coordinating:- In this function, manager ensures that the right resources are available on
time at right place and all are working well together. Managers of Mark & Spencer keep
on coordinating team actions and procedures for ensuring that the organisational goals
can be achieve effectively and efficiently (Jacobs, Chase and Lummus, 2014).
 Controlling:- It refers to evaluating that all the operations are performed as per the
planned schedule and if there is gap between planned and actual performance then
finding and controlling those factors. Controlling help in improving the efficiency of a
company and is consider as a critical function of manager with in an organisation.
Managers of Mark & Spencer compares the actual performance with planned for
identifying the gap between them and formulate strategies for bridging the gap between
performance.
Above discussed roles and responsibilities can be judged with the help of management
concept and theories. This gives synchronization in business operations. It is easy for managers
of Marks and Spencer to guide and lead team and hence positive results can be achieved. In
business environment changes are taking place with rapid speed, so with the help of coordination
and controlling it is easy to attain targets on time.
Role of leader and function of manager in different situation:-
 Stable situation:- It is a situation when there no changes faced by a company in internal
as well as external environment. Under this situation main role of a manager is to predict
the future environmental condition according to past data and formulate action plans for
upcoming changes.
 Stable to moderate situation:- It refers to situation where there are very few changes in
business environment. Under this main role of manager is to formulate strategies for
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dealing with risk of changes in future. Role of leader is to motivate their employees to
maintaining their quality of performance and be prepare for future changes.
 Fast changes:- It refers to frequent changes faced by company in external business
environment. Under this situation main role of manager to develop a contingency plan for
future uncertainties. The role of leader is to motive employees to improve their efficiency
for meeting future challenges.
P3 Application of different leadership theories & models of approach
Leadership theories are used by leaders for motivating their employees in order to boost
up their confidence and improve the performance of an organisation. Some of the most
commonly used theories by managers of Marks and Spencer are as follows:
 Situational leadership theory:- This theory of leadership is given by Paul Hersey and
Ken Blanchard in year 1969. Situational leadership theory suggests that a single style is
management is not valid to all the situation and no single leadership style is best (Peng
and Lai, 2012). Mark & Spencer deals in retail sector, so there are many modifications
happening in business. Hence managers must use techniques as per recent trends or
situation. For example: There is problem in quality of product and services, so managers
of Marks and Spencer have to lead team under situational leadership because this assist in
working according to guidance and direction and hence quality improvement can be
done. This gives positive impact on brand image and sales of association.
Strength weakness
 This theory will help a leader in dealing
with different situation effectively.
 Situational theory develop a
relationship between manager of Marks
and Spencer and its subordinates at the
centre of management experience.
 Under this approach leaders put more
emphases toward immediate need,
which may shift their focus from long
term goals.
 This theory sometimes considers as not
much intuitive toward task
achievement.
 System leadership theory:- According to system theory, business operations are
performed in systematic manner. As per this theory, manager set operations and
employees perform operations in set format. There is synchronization in business
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operations of various employees and accountability can easily verified and possibilities of
confusion are less. Hence positive results can be achieved. For instance: in festive
season, there is work load in Marks and Spencer due to more demand of clothes, so it is
responsibility of managers to plan business operations in systematic manner. This sets
mind of employees regarding working style at work place. This leadership is beneficial
for Marks and Spencer because they are ware about their roles and responsibilities and
hence less possibilities of confusion.
Strength Weakness
 This theory help Marks and Spencer in
being adaptable to changing
environment.
 Under this approach a leader of Marks
and Spencer integrate all the elements
toward the accomplishment of
organisational goal. It help in
improving efficiency.
 System theory is not always applicable
to each situation.
 It includes various dimensions of
management and leads to delay in
process of decision making.
Contingencies leadership theory:- Contingency means possibilities. As per this theory
there is no specific way to perform task. As there are many changes taking place in business
environment, so there are possibilities of happening as well as non happening of events. This
leadership helps organisation to work as per market trends and hence sustainable development is
possible. For example: At the time of Christmas, if there is any legal issue against Marks and
Spencer, then this situation is known as contingency. In this situation, managers of Marks and
Spencer must lead team and motivate them to be part of organisation and give best. In this case,
they can use “stick and carrot” approach. Managers at Marks and Spencer can lead team with the
help of monetary and non monetary benefits. This helps to get support from teams in contingent
situation and positive results can be achieved.
Strength Weakness
 It provides the data which can be
further used in developing leadership
 This theory is complex as well as
reactive in nature and is harder to
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profile for human resource planning.
 This model helps in evaluating various
situations arise at Marks and Spencer.
Hence, is also consider as predictive
model.
implement.
 It failed to identify reason for
effectiveness of leadership in particular
situation at Marks and Spencer.
Among the above explained theories, contingency leadership theory must be opt by Mark
& Spencer as it is suitable to different situation. Application of this theory will help in improving
the efficiency and performance of company (Sheu, 2010). As leaders motivate their follower and
trained them to being adaptable to each situation. This help in achieving organisational objective.
Role of managers and leaders in an organisation
Managers are leaders have important role in leading teams working to achieve
organisational goals. They motivate employees to handle query of customers, so sales and
customer satisfaction can be improved. Situational and contingency leadership theories are
effective for growth and development of business. As it helps to perform business operations
according market trends.
Recommendations for future improvements
As future recommendation, manager must motivate workers by saying that organisational
development means employees development. Manager must frame policies in order to bridge
gap between individual and organisational goals. Manager must make working style more
interactive and entertainment activities must be there. Further as recommendation managers must
give chance to workers in decision making, so confidence can be boosted and new and
innovative ideas can be generated.
TASK 2
P4 Key approaches to operations management and role that managers and leaders play
Operational management refers to the planning, controlling the process of production and
manufacturing as well as supervising the provision of services. There are various tools and
techniques used by operation management for improving the efficiency and quality of products.
These tools are as follows:-
 Total quality management:- TQM is a structured approach for overall management of
organisation. Its main aim is to improve the quality of company's output such as product
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or services by improving the internal operations of a company. Mark & Spencer
continuously tries to improve the quality of its product as well as services so that they can
provide better shopping experience each time whenever they come. This helps to improve
performance of overall association.
 Six Sigma:- It is a statistical approach of improving the current process, product or
services of a company by identifying and eliminating the defects. Six Sigma focuses on
improving the quality of output by removing the main cause of defect in manufacturing
process. Mark & Spencer must apply this tool for enhancing its quality of product and
services. Managers of Mark & Spencer must use latest technology, so there is reduction
in production time and cost. This approach will help company in identifying the factors
behind the defects so that they can eliminate these error to improve efficiency
(Subramanian and Ramanathan, 2012). Lean production:- This approach focuses on minimizing the wastage without
compromising at quality of product or services. Lean production is applicable to all the
approach that is from design through production to distribution. By using lean production
Mark & Spencer can reduce the wastage which help in cutting down the company's cost
without reducing the level of quality. For instance if managers of Mark & Spencer think
to produce in bulk then there is reduction in cost and possibilities of defects are low.
Using lean production company can cut done the activities which do not add value to its
operations.
Roles and responsibilities of managers and leaders in successful management of the operation
To apply these techniques there is requirement of managers and leaders. Managers of
Mark & Spencer has to give emphasise on quality of products. Managers of Mark & Spencer
helps to manage and run business in order to gain good image in industry and targets can be
achieved on time. In order to reduce cost, there must be proper and systematic planning by
managers. This makes employees accountable for specific task and possibilities of positive
outcome are more.
These days consumers are more quality conscious, so with the help of TQM, Marks and
Spencer can maintain quality of their product. Profits can be increased by minimising
possibilities of defects in product and services. This can be done in effective way with the help of
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Six Sigma. Lean production helps to produce in bulk, so cost can be minimised. Managers must
analyse market, so up to date product and services can be served.
P5 Importance and value of operations management in accomplishing Business objectives
Operations management is about managing business operations in order to achieve set
targets. Operations management is one of the important concept which helps to perform business
operations in effective and efficient way. Managers are responsible to perform business
operations in systematic way. Operations management helps to deliver goods on time and as per
demand.
Evaluations: Operations management helps in evaluation of various methods which are
available. This helps to perform business operations with effective way. Operations management
helps in minimising cost and time for performing business activities.
Cost minimisation: Operations management evaluate various options, so this helps to
select technique which is time and cost effective. They allocate resources in best and cheap
manner. This helps Mark & Spencer to achieve profit maximisation and reduction inn cost with
optimal use of resources.
Enhance performance:- Operational management is beneficial for employees and
company as well by boosting up the moral of employees. It also help in motivating the
employees which in turn will assists in improving the overall performance.
Time management:- It is also one of the positive aspect of operational management as it
help in managing the time by increasing the efficiency and productivity of employees at work
place. Time management help in delivering the right product or services at right time along with
the proper utilisation of company's resources (Akkerman, Farahani and Grunow, 2010).
Effective role of managers and leaders in improving operational efficiencies
Managers and leader plays vital role in achieving targets. There are many workers in
organisation, so it is responsibility of manager to assign task according to capability and skills of
workers. Leader has to come with approaches which provide ease in performing business
operations. Managers can improve efficiency of workers by motivating them to perform
operations within specified time.
Managers has to make strategies such as time flexibility, entertainment activities, etc.
which keeps employees energetic and improve communication among workers. There must be
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events, conferences, seminars, etc. in order to upgrade knowledge of workers. This makes
employees satisfied and makes good and long term relations relations with workers.
P6 Assessment of factors within business environment that influence operational management
and decision-making by managers and leaders
Business environment includes all the internal and external factors that impacts on
operations and functions of an enterprise. These forces includes employees, customers, political,
economical, technological and social factors. These may impact functioning of company in
negative or in positive manner. Therefore, it is very essential for manager of Marks & Spencer to
consider all these factors so that effective strategies can be formulated that leads business
towards growth and success. External factors exists in business surroundings are defined below:
External factors:
Political Factors: It involves different variables like tax policies, government laws,
political stability, trade restrictions, tariffs etc. All such variables highly impacts decision
making of managers and leaders of Marks & Spencer so, it is required by them to consider
political variables at the time when they plan and formulate strategy. Due to change in rules and
regulations of government managers of Mark & Spencer has to later organisational policies also.
Economic factor: Different variables includes in it are inflation, deflation, unemployment
rate, interest rates etc. which impacts on demand of a good or service. Administrator of Marks &
Spencer needs to consider this factor so that effective decisions can be taken regarding
production process (Brandon and Mullan, 2013).
Social factors: Any changes occurs in taste and demands of clients can put direct impact
on product sales. So, Marks & Spencer's managers requires to do proper analysis of market so
that prevailing needs and trends can be identified and goods can be offered accordingly. It helps
firm in increasing satisfaction level of customers.
Technological factor: Technology highly contributes in growth as well as success of
company. Firm needs to keep update regarding any change occurs in technology so that
competitive advantage over rivals can be gain in marketplace. Technology influence decision
making process of leader and manager as use of outdated technology declines product quality.
Application of operations management to manage the factors that impact on the wider
business environment
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Above mentioned factors affects business operations in adverse manner. Manager has to
make strategies through which they can alter business operations. This can be possible when
managers of Marks and Spencer use techniques of management and operations in effective way.
In order to improve quality of product managers use TQM which emphasise on improving
quality. This helps to satisfy customer demand according to religion, trends, etc. because Marks
and Spencer has operations in different parts of country. In order to reduce manufacturing cost
and coop- up with technological changes managers can use lean production which helps in bulk
production with low defects.
Recommendations
In order to maintain same brand image in industry managers of Marks and Spencer has to
motivate employees to work under changed environment. Employees can be motivated with
financial or non financial resources. Communication techniques must be proper, so appropriate
information can be delivered. For instance Marks and Spencer deals in different parts of country.
So it is essential to provide product according to consumer demand. This sometimes affects
business decisions of managers.
As future recommendations managers must emphasise on maintaining good relations
with external parties and they use update technologies in order to ease in communication with
external parties. Quality check must be conducted of product so brand image of Mark & Spencer
can be improved. There are many changes taking place in business environment, so research and
development department helps to know current trends and accordingly production and
departments perform task. This is responsibility of managers of Marks and Spencer by interact
with various departments.
CONCLUSION
As per the above mentioned report, it has been concluded that managers and leaders plays
crucial role in an organisation. They are responsible for managing functions and operations of
business. Various situations arises in company in which managers and leaders apply their roles
and functions. Application of different leadership theories helps them in dealing with challenging
situations in an effective and efficient manner. Different key approaches to operations
management includes total quality management, just in time, lean production and six sigma
which helps firm in eliminating waste and improving quality of product. Several external factors
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such as change in political party, etc. are exist in business environment which influence decision-
making of leaders and manager.
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