M&S: Leadership, Operations Management, and Business Strategy

This report provides an analysis of management and operations within Marks & Spencer (M&S), a multinational retail brand. It examines the contrasting yet complementary roles and functions of managers and leaders within the organization, emphasizing their application in the firm's context. The report delves into M&S's flat organizational structure and the roles of managers and leaders in various situational contexts, such as training and development, technology upgrades, and decision-making processes. Furthermore, it evaluates the application of operations management and factors affecting the business environment, including key approaches to operations management and the importance of operational management in achieving business objectives. The report also discusses various leadership theories and approaches applied by M&S, such as situational leadership, to maintain discipline and provide guidance to the workforce. The analysis concludes with recommendations for future improvements in leadership and operational practices within M&S. Desklib provides access to similar assignments and study resources for students.

Management and
Operations

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
1. Introduction of organisation and its management structure....................................................3
2 Leader and manager.................................................................................................................4
3. Difference between leaders and managers:.............................................................................5
TASK 2.................................................................................................................................................6
4 Role of leader and function of manager in various situational context....................................6
5 Theories and several approaches of leadership........................................................................7
6 Leadership Theory...................................................................................................................8
7 Recommendation for future improvements.............................................................................8
TASK 3.................................................................................................................................................9
1 Key approaches to operation management and role which leaders and managers play...........9
2 Role of leaders and managers................................................................................................10
3.Value and importance of operational management in achieving business objectives............10
4 Importance of operations and management...........................................................................10
5 Factors which impact upon operational management and decision-making by leaders and
managers....................................................................................................................................11
6 Operations management to manage these factors..................................................................13
7 Recommendation for future improvement.............................................................................13
CONCLUSION..................................................................................................................................13
REFERENCES...................................................................................................................................14

INTRODUCTION
Management forms the backbone of any organization that is concerned for getting things
done by people. It is responsible for coordinating and unify efforts of all employees in one direction
that is to attain aims and objectives a firm within specific time period producing maximum results.
Operations on the other hand involves handling operation system i.e. from converting a raw
material into finished product, looking and solving issues related to designing, manufacturing and
improving so that there is no issue arising in successful achievement of day to day business
activities of a company (Anghileri and et. al 2012.).
M&S is a multinational brand dealing in clothing, luxury food and home products. It was
established in 1884 with its headquarters base in London, UK.
The assignment will provide a contrasting yet complementary roles and functions of
managers and leaders along with their application in firm’s context. Moreover, it will evaluate
application of operations management and factors affecting business environment.
TASK 1
1. Introduction of organisation and its management structure
M&S is a one of the leading retail brand of UK that deals in a diversified product line
comprising food, clothing, home products, beauty and other luxury products. It has a proficient
team of more than 84939 employees and 2000 suppliers which assist in handling it operations in
more than 30 nations worldwide. It has around 1035 stores in UK which generates a revenue of
9.60 billion pounds for the company. M&S follows a flat organizational structure where there is
limited levels between management and front line employees. Also the introduction of new M&S
committee involves four executive’s directors for each of its four major departments that are
responsible for developing and successfully executing day to day activities of firm (Bainton and et.
al., 2011).
Figure 1: Flat organisation structure, 2018

Source 1: Flat organisation structure, 2018
Flat organisation structure ensures good communication between management and workers
which help in reduce the grounds of rising conflicts at workplace. Fast decision making and less
bureaucracy help in create and maintain a positive environment at workplace. Further, few
management layers, reduce cost of organisation and it became easy for managers to control
operations.
2 Leader and manager
Manager: Manger is an individual who manages organization and all its associated
functions starting from planning to controlling the work of employees and different business
operations.
Leader: A leader is a person who is having a capability of influencing its subordinates to
work with full efficiency towards achieving organization goals.
Roles of mangers
 Interpersonal Role: Most important role of a manger in M&S is to interact and coordinate
its employees by providing them directions to achieve their assigned goals. Under this, a
manger plays a role of being figurehead by taking effective and efficient decisions for
company's growth apart from motivating its workforce and fulfilling role of liaison of
company.
 Informational role: Under this role M&S's manger has to analyse both internal and external
environmental information and mange and communicate information to its employees to
influence their behaviour and to its stakeholder to build company's positive image (Chen,
Wu and Fu, 2012).
Characteristics of a manger:
 Communication skills – For a manger of M&S it is requite to be proficient in interpersonal
and communication skills. It is essential for effectively communicating instructions and
guidelines to workforce for carrying out assigned task, to explain their role and
responsibilities and to address their concerns. Knowledgeable – Another characteristics for M&S manger is to have an in-depth
knowledge about his field of operations so as to be efficient in taking decisions regarding
formulation of any business policies or strategies, addressing issues related to business or to
be proactive in modifying its strategies by studying market dynamics.
Role of Leadership As a role of Motivator: The most prominent role of a leader in M&S is to encourage its
employees to achieved their assigned targets with best of their capabilities. For this a leader

assess personal needs and aspirations of its employees, develop requisite skills and
knowledge in them through training and align their personal goals with organizational aims.
Thus, it results in employees working out with zeal and enthusiasm to accomplish those
objectives (Goor, Kelman and Tilmant, 2010).
 As a duty of team worker: Another essential role of M&S leader is to maintain amicable
relations with its workforce so that they could be coordinated and managed to work together
as a team to achieve firm's objectives.
Characteristics of a Leader
 Inspirational: One of the essential characteristics of a leader is to have ability to inspires
others to have faith in its vision and can induce its team to achieve that. The leaders in M&S
influences its workforce by showing them path to achieve their goals and provide them with
requisite tools required to change present things into something better and distinctive.
 Collaborative: Leader in M&S pays immense attention in maintaining good relations,
collaboration and mutual trust with their employees ( Johri, Salvi and Filipi, 2011). They by
applying various motivational theories tries to encourage them to work with full enthusiasm
for attaining their objectives. Through various approached of leadership, they try to get
connected with their employees so as to make them comfortable to share their issues, views
and ideas.
Similarity between leader and manager
Various efforts are done by both leaders and managers to enhance employee’s performance
at workplace so company can achieve its set goals and can better satisfy the needs of its customers.
Both take decision in the benefit and use various motivational tools to encourage employees to
perform their job roles in effective manner at workplace. Leader and manager both praise
employees when they perform well at workplace and also remain accountable for the decision taken
by them in organization.
3. Difference between leaders and managers:
MANAGER LEADER
 Responsibility of a manger is to set
targets and objectives for company in
order to attain its vision and mission
statements
 Responsibility of a leader is to
influence employees to work with best
of their efforts to attain those
objectives.
 Mangers is responsible for forming  Leader act as change agents and

strategies according to various policies
and procedures set by top management.
implement policies and strategies that
are been set by mangers making sure
that they are been followed strictly by
all employees
 Mangers are concerned with carrying
out the basic organizational functions
initiating from planning, organizing to
controlling all activities undertaken by
various departments of a firm
 Leaders on other side handles
responsibility to influence workforce
to perform their assigned tasks in best
possible manner by guiding and
motivating them through various
motivational theories.
TASK 2
4 Role of leader and function of manager in various situational context
Mangers and leaders both forms an integral part of any organization. Managing is concerned
with having control, predicting and complexities whereas leadership is all about influencing people
to adopt changes and put their best efforts to attain set targets within specific time frame. In Mark
& Spencer, mangers and leaders work in close collaboration and plan out activities in consultation
of each others so that harmony can be maintained between their plans of actions making it easy for
employees to follow orders and instructions without getting confused about whom to follow. In
M&S leaders play crucial task of a forming vision of firm and there after guiding and channelizing
its team efforts towards attaining it (Kazda and Caves, 2010). They also carry responsibility of
maintaining discipline among workforce to ensure smooth flow of work.
SITUATION: As business deals in a dynamic environment that is full of various
predictable and unpredictable situations. Marks and Spencer being a global brand have an efficient
team of managers and leaders who by being proactive in scanning its market environment keep on
formulating and modifying their strategies, programs and policies accordingly. This helps firm to
handle any adverse situation in most desirable and efficient manner minimizing impact of threats.
Role of leader and functions of mangers in different situations are explained below: Training and development: Leaders in Marks and Spencer are responsible for assessing
personal and professional needs of its employees that are requisite to enhance and maintain
their proficiency. Managers of Marks and Spencer by reviewing the training requirements
formulate various training and development programs for its new as well as existing
employees so as to enhance their skills, knowledge and abilities that are important to carry
out their future job responsibilities ( Liu and et.al., 2011). Leaders and mangers together

motivates their employees to be confident enough for taking higher challenges and bigger
responsibilities in future. Technology up gradation: Marks and Spencer mangers keeps on updating firm's process by
introducing latest technologies in its manufacturing, designing and other business operations
to maintain and enhance its market position. Leaders in this situation by acting as a change
agent for management helps in efficiently implementing these modifications without facing
any resistance from its workforce. Leaders in here explain benefits and requirements of
these alterations for company as well for employees and motivate them to absorb and adapt
to these changes by providing them guidelines and training.
 Decision making process: The role of leader in assisting manger in taking any business
related decision is critical yet of immense significance. In case of tough decisions
requiring360 degree analysis and brainstorming for broader prospective to measure each and
every related angle both managers and leaders of Marks and Spencer plays important roles.
They motivate their employees to be participate in decision making process and provide
their ideas, opinions and views on given situation. This help company to choose from
plethora of creative and distinctive ideas the best and most appropriate solution or idea
(Nong and et. al., 2013)
5 Theories and several approaches of leadership
M&S applies various theories and approaches that helps mangers and leaders to maintain
discipline among its workforce and to provide them with right direction and guidance for
completing their task in best possible manner. Marks and Spencer have a team of qualified and
proficient leaders that make use of various different leadership theories and approaches in
accordance with prevailing market situations and contingencies. Leaders in Marks and Spencer has
a systematic way of implementing any theory, where in the first analysis a particular situation and
then apply most suitable and best theories or approaches that can reap maximum benefit in that
circumstances. Mentioned below are certain leadership approaches that are executed by Mark &
Spenser.
Situational leadership: This leadership works on the principle that there is no best style of
leadership that could be applied by a leader in every situation and it is efficiency of a leader to
mould its style in accordance with group or individual that are attempting to influence (Park and
Jho, 2012). Therefore, leaders of Marks and Spencer by adopting this style self-adjust and alter their
course of actions in accordance with development level of its workforce. Thus, leaders motivate
their employees by analysing their existing capabilities, knowledge and how intellectual they are
and then direct and guide them in manner which they can easily understand and follow. Various
functions carried on by leaders in this leadership guiding, directing, motiving, delegating and

coaching.
Contingency theory: According to this theory effectiveness of leadership style is greatly
influenced by situation prevailing in business environment. It implies that efficiency of leadership
style is not only depended upon style of leading but also affected by how much leader is having
control over a particular situation. In this theory, leader's personality and his qualities constitute
major variables in his ability to lead and to exert control over its workforce (Rinke and et. al.,
2012).
System leadership: System leadership theory helps the leader of an organisation to create a
an effective situation where employee can execute their task effectively. This model follow some
generalizations of employee behaviour to develop the concept of organisation strategy and good
leadership. This is the leadership in which leader create and maintain the condition in which all
people can work with their full potential and can be more productive.
6 Leadership Theory
Strengths and weakness of situational leadership
Strengths Weakness
Main feature of this leadership approach is that
is that it understand the need of flexibility on the
part of leaders.
This type of flexible approach focus more on
short term goals and objectives.
This leadership style focus more on the
relationship between employee and leader which
enhance employee’s morale and improve their
productivity.
This leadership style is not task oriented as this
emphasis more on the emergencies arise.
M&S have to adopt this leadership approach to improve relation between leaders and
followers. It also helps to develop the quality of leader where they can guide their employees in any
situation.
Strengths and Weakness Contingency theory:
Strengths Weakness
This type of leadership is more effective under
fast changing conditions. Mainly this help in
deal with the external element exist in business
environment.
This leadership style fails to explain what should
be done by enterprises when there is a mismatch
between the situation and the leader.

This help enterprise in take decisions as per the
changes take place in the elements which impact
on decision making process of company.
This leadership style is not effective as it failed
to explain why specific type of leadership style
is more effective.
This theory is useful for M&S to perform in fast changing situation and helps to take
decisions regarding firm's development.
Strength and Weakness of System Theory:
Strengths Weaknesses
System leadership theory is essential for Mark
and Spencer and its managers and leaders to
execute all activities and roles in correct
format.
To generate innovative and effectual approach
in M&S there are such type of model is require
more time and money.
7 Recommendation for future improvements
Mark and Spencer generally follows consultative management style where in its leaders ask
opinion of employees on a particular decision before implementing it. Although, last authority to
take decision remains with manger/ leader however he conducts a group meeting to know opinion
and feedback of its people before it is finally applied (Slack, 2015). However, Company
occasionally switch to applying mix of leadership style. For instance, besides consultative, firm
might also adopt democratic leadership style. Thus, it adopts a particular style depending upon the
prevailing situation as well as requirement of a firm.
Leaders and managers are known as the individuals which largely affect the performance of
employees at workplace. Leadership style adopt by them and decisions taken by them at workplace
affect working environment of company which have a direct impact on workers’ performance at
workplace. It is recommend to both leaders and managers to adopt democratic style of leadership
with this they can get opinion of employees through which mutual goal can be set by them. Further,
when manager empower employees then this enhance their morale and they feel that organization
value them. With this, company can retain employees for long time and can easily achieve its set
goals and objectives.
TASK 3
1 Key approaches to operation management and role which leaders and managers play.
Marks and Spencer is one of the leading multinational brand in UK which deals in stylish,
high quality branded clothing range as well as varied product line comprising quality food, home
and beauty products, furnitures and other luxury products. It has an efficient operational
management process which consist of around 2000 suppliers delivering quality products and
services to its customers. Company's main strength lies in its dedicated and strong supply chain
management that helps in curbing out all its cost by eradicating waste (Operations management,

2017). It operates three types of supply chains lean , agile and hybrid that helps company to
delivery quality products to its customers within specific time frame by minimizing its lead time,
designing innovative product according to rapid market change at low cost. In order to increase
business efficiency and operations, Marks and Spencer follow some approaches that are listed
below:
Total Quality Management: By applying this approach, management aims at improving
and increasing quality of its products and services. It is done by concentrating on removing and
reducing defects in products manufactured or services that are been offered through regularly
monitoring the process at each and every stage of its development phase (Vale, Z. and et. al., 2013).
Marks and Spencer being a global brand pays special attention to maintain quality standards of each
of its product manufactured. For this, company keeps on revising its process and technology besides
training and guiding its staff to attain quality standards. Total Quality Management serves an
important aspect for Marks and Spencer for maintaining and improving its market position as well
as to provide customer satisfaction through its quality products.
Lean Production: It is a systematic method of manufacturing with the objective of reducing
down and eliminating wastage of resources starting from the process of designing to its production,
distribution and various associated process. Marks and Spencer by applying this process, remove
waste that could be defined as anything that is not adding on to enhancing value of its output, being
material, worker or process.
Just in Time: This is a systematic technique to minimise wastage and improve optimum
utilisation of available resources. It also helps to reduce the place of storage because it
manufacturing the goods and services after analysing customers demand.
2 Role of leaders and managers
Role of Manger
 One of the most critical and significant task of a manger of Marks and Spencer is to
allocate resources to various departments by identifying their requirements (Wang,
2010). It becomes immensely critical responsibility because of limited availability of
these resources that are to be utilized optimum without wastage to produce
maximum output.
 A manager of Marks and Spencer is also accountable for setting deadlines for arch
task, to approve budget of a specific project and to ensure that it gets completed as
per set quality standards generating maximum returns.
 Manager of Marks and Spencer also requires to fulfil the role of being figurehead in
performing various duties such as welcoming official dignitaries, attending various
corporate functions and ceremonies on behalf of its team etc.

Role of Leader
 One of major role of Marks and Spencer leader is to establish vision for firm and to
communicate it to all its employee to motivate them to achieve it with best of their abilities
(Yin and et. al., 2010).
 Leaders of Marks and Spencer by identifying personal needs of its employees provide them
with required level of training for making them confident and proficient to carry out their
current and future work related requirements.
 Leaders in Marks and Spencer are also accountable for carrying out the role of liaison, to
maintain discipline in workforce, to inspire and motivate its employees etc.
3.Value and importance of operational management in achieving business objectives
Operation management includes planning, organising and administering various processes
like manufacturing, organizing or supplying products and services (Introduction to Operations
Management, 2017.). It assists firm in conversion of its raw materials into finished goods and
services in most efficient manner so as to produce maximise outputs. Marks and Spencer has an
efficient operation management department that monitors each and every activities carrying out by
a firm and tries to improves and enhance its efficiency level at regular interval.
Capacity management: It is one of the essential functions in operations management. It
measure the ability of producing activity so that no extra goods are produced in a particular process
of manufacturing. It execute the goal and objectives of M&S by improving quality goods. It also
assist a company to manufacture the accurate quantity of products for customers as per the market
demand of goods and services.
Distribution and control systems: This function is more important in operational
management. It is responsible in judging process of manufacturing and insuring correct distribution
of products. It will be crucial for M&S to execute their long term goals and objectives within
planned time period. It can be increased by exploitation a strong monitor system of a company in
order to accomplish enterprise targets.
4 Importance of operations and management
Cooperation among departments: Operation management of Marks and Spencer ensures
an effective and smooth communication among its various departments and workforce. This helps
firm in increasing the level of productivity and efficiency in all its business operations thereby
leading to timely achievement of its set targets.
Optimum utilisation of resources: One of the major responsibility of a manager of Marks
and Spencer is to allocate resources required by every division for performing its operations. In
addition to it manger is also accountable for ensuring that quality is achieved at every stage of
production and is not compromised by any of its employees (Yin and et. al., 2010)).

Improving quality standards: Mangers of Marks and Spencer by applying various
techniques like Total Quality Management, lean management etc. remove all non-essential process,
features of a product etc. that results in decreasing its cost of production and enhancement in the
quality of end product. This directly helps a firm in increasing its customers base by meeting their
requirement of durable and affordable products.
Both leaders and managers play a crucial role in improve operational efficiency of business
activities. These individuals remain responsible to identify market trends and formulate business
strategies accordingly so company can better satisfy the needs of its target customers. Further,
leader use different motivational tools to encourage employees to work well which nsure optimum
utilisation of all business resources and at the end improve operational efficiency.
TASK 4
5 Factors which impact upon operational management and decision-making by leaders and
managers.
Following are various internal and external factors that influenced the operational
management of Mark & Spencer.
Internal factors: These factors are presented inside an organization and effects its performance and
effectiveness. Mentioned below are certain internal factors:
Customers: Consumers forms basis for any business to carrying out its activities and
therefore have a huge impact on its growth and sustainability. Marks and Spencer being one of the
leading global brand enjoys huge customer base that is loyal towards firm as they get quality
products that are durable in affordable prices.
Employees: Marks and Spencer has a proficient, dedicated and experienced team of
employees. Company maintains a good level of communicative between its headquarters and stores
(Goor, Kelman and Tilmant, 2010). Also, company keeps on developing knowledge, skills and
capabilities of its staff by providing them appropriate training program to enhance their work
efficiency.
Thus, operational management team of Marks and Spencer by conducting various training and
development programs makes its employees proficient which directly assists firms in providing
customer satisfaction. It is because on one hand with them in depth knowledge and capabilities
employees proves to be source of innovative ideas for a firm utilizing which it can produces
distinctive products and on the other hand they help in providing good shopping experience to
consumers by efferent handling their queries and providing them with viable solutions.
External factor: To ascertain impact of its external environment factors Marks and Spencer
conducts PEST analysis that is mentioned below: