Analysis of Leadership and Operations in Retail Management

This report provides a detailed analysis of leadership and management principles, focusing on their application within the retail sector, specifically using Marks and Spencer as a case study. It defines and compares the roles and characteristics of leaders and managers, exploring how they function...Read More

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Define and compare different roles and characteristics of a leader and a manager..........3
TASK 2............................................................................................................................................5
P2 Examine how role of leader and function of a manager apply in different situational
contexts...................................................................................................................................5
P3 Different theories and models of approach, including situational, systems and contingency
................................................................................................................................................6
TASK 3............................................................................................................................................7
P4 Explain key approaches to operations management and role that leaders and managers play
................................................................................................................................................7
P5 Explain importance and value of operations management in achieving business objectives
................................................................................................................................................9
TASK 4..........................................................................................................................................10
P6 Assess factors within business environment that impact upon operational management and
decision-making by leaders and managers...........................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Management is referred as the way of managing different operations and activities of
business with assist of manager in order to achieve goal and objectives (Alderton and Saieva,
2013). Similarly, operation are called day to day activities of business where material is
converted into finished goods and selling it to users in order to earn profits. The management and
operations are essential part of business which assists in achievement of goal and objectives. The
organisation chosen for report is Marks and Spencer which is retail sector business that deals in
supermarket. It was founded by Michael Marks and Thomas Spencer at Leeds, United Kingdom
in 1884. The main aim of report is to discuss about roles and characteristics of leader and
manager along with various theories apply in different situational contexts. It also covers key
approaches to operation management and factors within business environment.
TASK 1
P1 Define and compare different roles and characteristics of a leader and a manager
Definition of Leader and Manager
Leader is defined as individual possessing superior position in particular field and have
high degree of educations. These people guide and influence others to follow them in order to
attain and achieve positive results. According to the view of Caniani and et. al., 2015, “Leader
are the person who assist in framework creation in order to encourage people for using their
capability and skills that leads others for contributing in given project work. Leaders of Marks
and Spencer has to perform work in proper manner so that they can guide and lead staff to
achieve results.
Manager is referred as individual who has responsibility of carrying and in-charging
different activities and work of enterprise. They possess employee who has to report to them in
order to perform work in effective manner. They are liable to control and administer staff,
employees and individuals. According to view of Chandima Ratnayake and Markeset, 2012,
“manager is defined as people who has responsibility of planning, staffing, directing, organising
and controlling employees. The manager who is working in Marks and Spencer has to conduct
different operation and activities to manage organisation.
Comparison of different traits, roles & responsibilities and authority & power between
leader and manager

Basis Leader Manager
Traits Risk Taking- They are risk taker
and want new things to perform.
Instruction- They provide proper
guideline and direction to
employees.
Risk Taking- They are risk
controller or minimize risk for
positive outcomes.
Instruction- They providing
coach to their working
employees and subordinate to
perform better.
Roles and Responsibility Communication- Leader of
respective organisation has to
communicate with each and every
employee in order to influence
and guide them for better results.
Strategy- They carries out
strategy made by manager with
assistance of their employees.
Communication- Manager of
respective organisation has to
communicate with working
force in order to manage their
work to accomplish desired
outcomes.
Strategy- They formulates
organisation's strategy in order
to accomplish desired
objectives.
Authority and Power Leader of Marks and Spencer has
authority and power to carry out
work given by manager and they
can assign to their employees and
staffs.
Manager of Marks and
Spencer has full authority and
power to implement changes in
the organisation.

TASK 2
P2 Examine how role of leader and function of a manager apply in different situational contexts
Fayol's Description of Manager's Function
Fayol has defined five function of management in order to carry out work in proper
sequence so that goal and objectives can be attained. They are described below:
Planning- It is defined as future road map of any organisation that look forward for
better achievement of goal and objectives (Five Functions of Management (Fayol), 2019). The
respective organisation includes each and every member to make proper plan for business. It
should be linked to an integrated at various levels. It also considers resources, flexibility of
personnel for long term benefits.
Organising- The respective organisation can function if it has well organised each and
every activities and operations such as staff, materials, staff for better working structure. When
there is increase in function of organisation then respective organisation has to expand it
vertically and horizontally. It is most important function of management.
Commanding- When there is proper coordination among employer and employee then
they perform exactly that is required in business. The manager of Marks and Spencer should
possess communication, integrity and decision making skills in order to motivate and encourage
employees for taking initiative.
Coordinating- In this step, if activities are harmonised then there is better functioning of
organisation (Choi, Wallace and Wang, 2018). There should be positive coordinate among
employees working in Marks and Spencer to motivate and discipline group dynamics. It requires
good leadership and clear communication.
Controlling- It is the last function of management in which they verify whether plan is
going as per set goal and objectives. Marks and Spencer manager has to perform function of
controlling where they have to control each and every activities and operations in proper manner
so that better outcomes can be achieved.
Application of these functions using an example of manager in various situations
Time Delivering Services- It is necessary for organisation to deliver product on timely
basis but in case of Marks and Spencer they does not deliver goods on time. This happened
because of different reasons like non-availability of resource, raw materials and so on. It is
function of respective organisation to organise operations so that business and consumer can get

product on proper time. They have to coordinate with suppliers, subordinate, employees in order
to provide timely delivery of goods. Here, leader of respective organisation has to influence staff
to make them to perform task in proper manner.
Conflict Solution- There is rising of staff conflict at Marks and Spencer. It happens
because of cultural differences, miscommunication and so on. This can be resolved by giving
roles and responsibilities to each and every employees working in organisation. They have to
work in effective manner so that everyone works without conflicts. In context of leader, they
have to utilise maximum capability for managing their subordinate and staff. Manager has to
assign them their roles and responsibility in effective manner.
P3 Different theories and models of approach, including situational, systems and contingency
The different theories and models of approach which are described below:
Contingency Theory
It is the theory in which leader has to identify internal and external aspects for applying
leadership (Dilworth, 2012). The respective organisation can use such theory in their business in
order to solve problems. The strengths and weakness of contingency theory are as follows:
Strength- This approach carries flexibility which assist Marks and Spencer to solve all types
of problems arise in business which are contingent in nature.
Weaknesses- As each and every arise situation are different from one another so it not
possible to apply contingency approach to get solution for problem. It is also expensive in nature.
System theories
This is the theory where problems are solved through systematic way and leader assist
employees and staff to work in better manner for achievement of goal and objectives (Golicic
and Smith, 2013). The strengths and weaknesses of system theory are described below:
Strength- In order to solve problems arise in Marks and Spencer, leader create strategies for
various situation in systematic manner. The leader provide clarity regarding difficult situations
arise in business. Therefore, leader has to assign roles and responsibility to employees so that
they can perform and increase productivity.
Weakness- This theory requires direction for work and execution is time taking that leads to
create problem for business. The performance of staff is impact because of attitudes, behaviour
of leaders
Situational Theory

According to this theory, both manager and leader has to adopt proper leadership style as per
arise situations (Handschin and Petroianu, 2012). Some of the strengths and weaknesses are as
follows:
Strength- They can improve performance of business with help of forming productive group
who perform work in innovative and unique way. The leader involves staff in work performance
through identifying their skills and abilities.
Weaknesses- There are many leaders who work in Marks and Spencer for different
department provide their own thoughts and views for solving problems which is confusion and
difficult for staff to work.
Hard and Soft Skill
Hard skills are defined as measurable abilities and teachable like reading, writing and
using of computer programs. As these skills are developed and build. This includes coding,
budgeting and so on for better work performance.
Soft skills are traits which assist employee to become good in terms of effective listening,
communicating and etiquette. Such skills are regarded as part of personality and can be learn by
individuals. It includes interpersonal, leadership and communication skill.
The respective organisation requires both skills people in order to perform work for
achievement of goal and objectives in an effective and efficient manner. Therefore, some work
requires hard skill and other soft so employee has to posses both to build oneself and achieve
individual as well as organisation goals and objectives in appropriate manner.
TASK 3
P4 Explain key approaches to operations management and role that leaders and managers play
Operation management
It is defined as administration of business practices which assist in creation of high level of
efficiency level (Heizer and Render, 2018). This is the process which helps in converting raw
materials into finished products and services for maximization of profits of business. It is very
important for Marks and Spencer to carry out each and every activities related with operations so
that they goal and objectives can be accomplished. The different models of managing operation
management are described below:
Just In Time (JIT)

It is called manufacturing management process which was established by Toyota for
meeting need and demand of consumer with minimum delays (WHAT IS JUST-IN-TIME
MANUFACTURING (JIT), 2019). This approach mainly focuses on systems, people and plants.
Such approach has capacity to improve business competitiveness in order to minimize waste and
improve quality of product and efficiency of production. As Marks and Spencer is large
organisation which has to adopt such approach in their business in order to improve their
productivity and maximize profits. With such approach, organisation can identify and correct
those obstacles in production process. This reflect hidden problem of inventory and solve issue
arise during process of production. The manager of respective organisation has to focus on
implementing such approach in their business and leader has to guide their employees and
worker to perform work in effective and efficient manner. Therefore, these approach leads in
manufacturing product without any delays and provide it to their consumers whenever required.
It also eliminates waste of product defects, time, transportation, overproduction and inventory
and so on.
Total Quality Management (TQM)
It is defined as approach of management for achievement of long term success through
satisfaction of consumers (WHAT IS TOTAL QUALITY MANAGEMENT (TQM), 2019). Each
and every member of business participates in order to improve products, services, process and
culture in which they perform their work for business desired targets. This involves all working
force of organisation in continual improvement. It is using data, strategy and communication that
coordinate to quality discipline into activities and culture of organisation. Marks and Spencer is
large organisation dealing in retail sector which requires such approach to improve quality in
order to provide high level satisfaction to customers. The user pays high value for goods and
services so they want premium quality of products. In order to implement such approach in
business, it is important for respective organisation to carry total quality management principles.
It includes employee involvement, integrated system, continual improvement, customer focused,
process centred, communication and so on. Manager of Marks and Spencer has to give order to
leader to analyse such system in order to implement it whereas leader has to guide their
employees for carrying or implement in business. This helps to improve quality as well as
satisfying consumers.

P5 Explain importance and value of operations management in achieving business objectives
Operation management is applied by both small as well as large organisation to attain their set
objectives in effective manner (Jacobs and Chase, 2018). The operation management has their
own importance and value for achieving business objectives. They are described below:
Importance of Operation Management
Some of the importance of operation management at Marks and Spencer are as follows:
Quality of Product- Operation management helps in maintaining quality of products by
applying total quality management approach. The respective organisation has to deliver quality
product to their customers in proper manner. This will assist in increasing brand value and
goodwill of organisation at marketplace. Thus, it is very essential for business to serve high
quality goods and services to consumer to gain maximum profits.
Satisfaction of Customers- The main goal of any business is to provide satisfaction to
their consumers in proper manner. As they are the real person who buy products of business and
enhance their sales and revenues. The respective organisation should adopt those practices,
strategies and approach for providing satisfaction to customer in effectual way so that they can
rise their productivity and profitability.
Increase Revenue- Operation management implement various approaches for business
to enhance their sales and revenues (Jahangiri and et. al., 2013). This provides benefits to Marks
and Spencer by implementing that approach required to it. Therefore, it increases revenue for
business to expand their activities and operations in different places to enhance sales and profits
that leads to rise in brand value and goodwill at marketplace.
Reduction Waste- The operation management helps in reducing waste through total
quality management. Main aim of Marks and Spencer is to increase production and reduce waste
to gain high profits. It is very important to adopt approaches for effective outcomes to gain
competitive advantages.
Value of Operations Management
The values of operation management are described below:
Ability to increase productivity- Operation management helps to increase value of
Marks and Spencer by increasing productivity along with profitability in appropriate manner.
This is applied by respective organisation for enhancement of gains and profits and conducts
their business activities and operations in effectual manner.

Better Quality Goods and Services- The operation management also leads to improve
quality of products and services provided by respective organisation by applying appropriate
approach (Johnstone, 2016). This approach is used by business for their consumer to enhance
better quality of goods and services. In competitive market, lack of adopting approach leads to
failure to business. Thus, consumer as well as organisation both prefers to provide better
products to market to increase sales and achieve business objectives.
Higher Standard of Living- The standard of living of people can enhance by providing
high quality products within given time period. This is possible if respective organisation adopt
operation management in business to enhance their profits and gains. Thus, it is very important
for organisation to work for betterment of consumers and their welfare.
TASK 4
P6 Assess factors within business environment that impact upon operational management and
decision-making by leaders and managers
There are different factors that can impact operational management and decision making of
authority (Jones and Robinson, 2012). In order to run business at competitive market, it is very
essential to analyse each and every factors to gain positive results. These factors can be internal
as well as external that leads business to adopt changes in effective manner. Some of the factors
within business environment that impact upon operational management and decision making by
leaders and managers are as follows:
Supply of raw material- This factor can impact operation and activities of Marks and
Spencer as there is frequent change in climatic condition due to which suppliers cannot deliver
raw materials to business whenever required (Lee and Ritzman, 2015). This leads to decline in
sales and profitability as respective organisation cannot deliver products and services to
consumers when they have demand for it. This can impact on operation management and
decision making of leader and manager. Here, leader has to order their employees to check
availability of raw materials in advance and inform them. The manager has to inform to supplier
in advance about their requirement and provide within given time period without any defaults.
Technology factor- There is frequent change in need and demand of consumer so
respective organisation has to adopt new and updated technology in their business to
manufacture products and services. There are many competitors of Marks and Spencer so to beat

them they have to implement technology in their business. In lack of adopting and implementing
technology leads to failure to business. The leader has to analyse market proper to know about
advancement and technology adopted by competitors and inform their manager to implement and
it. Therefore, in this way, decision of manager and leader is influence by technological factors
for achievement of business goal and objective in appropriate manner (Ming and et. al., 2013).
CONCLUSION
The presented report indicates that management and operation plays an effective role in
achievement of business goal and objectives. Here, leader and manager play different role and
possess several characteristics for organisation. In order to solve problem of conflict and time
delivery of products, manager and leader has their own function and role to get better outcome.
The respective organisation has to adopt appropriate leadership approach in order to get solution
to arise problem so that maximum profitability and productivity will attain. For operation
management, approaches like total quality management, just in time and so on are applied by
organisation to convert material into finished goods. This operation management helps in
providing quality product, increase revenue, reduce waste, rise in productivity for effective
outcomes. It is impacted through business environment in terms of political, economic, supply of
raw materials. This can be managed by cooperation of both manager and leader in appropriate
manner.

REFERENCES
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<https://www.toolshero.com/management/five-functions-of-management/>.
WHAT IS JUST-IN-TIME MANUFACTURING (JIT). 2019. [ONLINE]. AVAILABLE
THROUGH: <https://leankit.com/learn/lean/what-is-just-in-time-manufacturing/>.

WHAT IS TOTAL QUALITY MANAGEMENT (TQM). 2019. [Online]. Available through:
<https://asq.org/quality-resources/total-quality-management>.