Unit 4: Management & Operations Report: M&S Leadership & Operations

This report provides a comprehensive analysis of the management and operational strategies employed by Marks & Spencer (M&S), a British multinational retail company. The report begins with an introduction to the organization and its hierarchical management structure, defining the roles of managers and leaders and comparing their characteristics. It explores the differences between managerial functions and leadership roles, applying relevant management theories such as Chaos theory and Theory X and Y. The report further examines how managers and leaders address various situations, including supervision and employee grievances, and discusses the application of different management and leadership styles, such as situational, systems, and contingency leadership, to support organizational growth and sustainable performance. The strengths and weaknesses of these theories and approaches are evaluated, followed by recommendations for future improvements. The report also delves into operational management, examining key approaches, the roles of managers and leaders in operational success, and the impact of external business environment factors. Finally, the report offers recommendations for future improvements in operational management for M&S.

Unit 4 – Management
& Operations

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduction to the organisation and its management structure..........................................1
2. Define manager and leader, compare role and characteristics with organisation..............2
3. Differences between managerial functions and leadership roles by applying management
theories and concepts..............................................................................................................3
4. Roles of a leader and functions of a manager apply to different situation.........................4
5. Applying different management and leadership style to support and growth of organisation.
................................................................................................................................................5
6. The strengths and weaknesses of different theories and approaches stated above.............6
7. Managers and leaders make impacts on the organisation and make recommendations for
future improvement................................................................................................................7
TASK 2............................................................................................................................................7
1. Introduction of operation management and the key approaches adopted by the organisation.
................................................................................................................................................7
2. Roles and responsibilities of managers and leaders in successful management of the
operation.................................................................................................................................8
3. The importance and value of the key approaches to operations management in achieving
organizational objectives successfully...................................................................................8
4. Managers and leaders could be effective in improving operational efficiencies to
successfully meet business objectives....................................................................................9
5. The impact of external business environment factors on operational management decisions
by leaders and managers.........................................................................................................9
6. Evaluation of the application of operations management to manage the factors that impact
on the wider business environment......................................................................................10
7. Recommendations for future improvements to be taken by the organisation..................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Operational management can be stated that business practices considered operate
significant advantages to create higher level of efficiency possible within an organisation. Thus,
it is concerned with converting input into output to introduce appropriate product in the whole
market. Marks and Spencer is a British multinational retail company which is selected for the
present study and specialised in retail sector operations in a successful way with concentrating on
creative work performances.
For gaining insight information of the present report, it covers roles and responsibilities
of successful management. It is also focussing on the business activities of chosen enterprise.
Furthermore, study will also consider function of manager, theories and impact of external
business environment. Moreover, factors are identified that impact on operational management
decisions. Main motive of firm is to detriment the working of manager and leader so that
organisational activities can lead in an appropriate manner.
TASK 1
1. Introduction to the organisation and its management structure
Marks and Spencer Group plc is a British multinational company of United Kingdom that
was established in the year 1884 by Michael Marks and Thomas Spencer. Company mainly
trades in selling of clothing and grocery products in all over the world. Marks and Spencer
currently has 979 stores across UK among which 615 cover only food products. Firm is growing
faster from 2010 and has 50 retail stores with expanded idea for the future.
Mark and Spencer has adopted hierarchical structure as it is helpful in terms of
determining the level of authority. It aids to maintain the managerial integrity between supervisor
and its subordinates. It works to define chain of command, authority of line, communicating the
rights and duties to employees so that activities of organisation can be conducted systematically.
Thus, this structure determines the roles, power and responsibilities of manager or leader in
organisation (Parisio, Rikos and Glielmo, 2016). Also, it helps in controlling and coordinating
flow of information between different levels of management.
Management consider process of planning, organising, directing and controlling to
accomplish organisational objectives and goals. In this regard, coordinated use of human and
material resources to increase performance of M&S. There are several characteristics of
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management such as it is goal oriented process, pervasive, multi dimensional activities,
continuous process, etc. Therefore, it assists to perform dynamic function at workplace. On the
other hand, leadership is the potential influence behaviour of others. It is also carried capacity
that influence group towards accomplishment of goals and objectives. Leaders are required to
develop their future vision and motivate people to accomplish visions. In this way, strong
communication, passion and commitment, positivity, innovation, etc. characteristics possess by
them to accomplish positive results at workplace.
2. Define manager and leader, compare role and characteristics with organisation
Manager can be defined as an individual responsible for planning, organising, leading
and controlling business activities in a firm. Manager of M&S needs to work in all directions and
help company to achieve its objectives effectually. His duties do not end here as he also need to
look after production of goods and services that fulfil customer needs (Algahtani, 2014). Thus,
manager constantly reviews organisation’s financial, budgetary and production goals. On the
other hand, leader is defined as an individual who directs and guides group of people to work
effectively. M&S gives training to their leader in a way that help them to influence his
subordinates to achieve a specified goal of company. Comparison between manager and leader is
discussed as below:
Basic of difference Manager Leader
Meaning Manager is person who
manager the activities of an
entity an d responsible for
planning, direction, control
and coordinating the things
effectively.
Leader is person who
performance as to influence his
subordinates so that that can
achieve one common goal.
Approach It is effective in terms to plan
details.
It helps to sets direction.
Risk In it, manager performs as to
takes the risk.
The leader works as to
minimise the risk.
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Aim They attend the work to have
desired result.
They look for growth and
development opportunities.
Changes In this, manager works as to
react to change.
Leader work as to promote the
management.
Conflicts management Under it. Manager use to
avoid conflicts.
However, leader use conflicts
as an assets.
Strives Managers strivers for
efficiency with work.
They work for effectiveness so
that task can be done on time.
Focus They focuses over policies
and procedures.
Thy put their consideration
over people.
3. Differences between managerial functions and leadership roles by applying management
theories and concepts
Managerial function includes planning or deciding upon business goals and methods to
achieve those. Therefore, manager of M&S determines the best allocation of people and
resources (DuBrin, 2015). Leader also play an importance role in organisation towards achieving
goals. Thus, they do this by influencing employee behaviours in various way. Leader of M&S set
clear vision for company and motivates employees. It can be discussed with this theories fo
management as are-
Chaos theory- It is helpful in terms to develop the organisational activities. This is effective
theory as it aids to incorporates principles and use it in present complex environment. The
manager uses the solution to deal with situation so that particular aim can be achieved. In M&S,
this theory initially consider certain principles that describe unpredictability of the system
according to weather pattern, ecosystems and water flows. In this system, chaotic behaviours
randomly adopted and appear to defined mathematical formula. It is also exactly determined and
generate according to the algorithm.
Theory X and Y- This theory has proposed by McGregor. Under it, Y is based on defining the
two set of assumptions that manager use to make for the people. Thus, theory X puts its focus
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over people who dislikes the work, little ambition and people who unwillingly takes the
responsibility. In this kind of theory, manager of M&S consider team management to develop
more significant advantages with several assumptions. Nature of individuals also based on the
perception of managers so that X employee intrinsically does not like work and tries to escape
whenever it is possible. On the other hand, Y people perceive their job relaxing and normal.
They exercise physical and mental efforts in an inherent manner for particular job. Employees
have skills and capabilities that are fully utilised to maintain creativity and resourceful
potentiality to solve organisational problems.
4. Roles of a leader and functions of a manager apply to different situations
Managers and leaders has to work in all the direction according to the situation arising in
the organisation and need to find solution to those problems. The following situation may occur
in the organisation:
Supervision: Manager supervises by delegation of duties to every employee in the organisation
and leader guides activity of workers in organisation so that they can perform their best in
company. For example: if any new employee is hired in M&S then it is the duty of manager to
decide what work will be given to that worker and role of leader to guide that employee
according to activities of organisation.
Employee Grievances: The situation arises in company where employees have complaints
about workplace (Algahtani, 2014) Therefore, it is the duty of leader to inform manager about
difficulty. Thus, manager listen to the complaints and manager of M&S tries to solve the
problem as soon as possible. This helps the workers to find solution to their grudge and work
more efficiently for company. It is the responsibility of manager to inform top level authority
about problems arising in organisation. In this, manager works to identify the conflict and to
provide alternative of it so that things can be done in a proper manner. The leader works to lead
the activities so that team can perform in a better and efficient manner.
5. Applying different management and leadership styles to support growth and sustainable
performance of organisation
There are number of theories that M&S apply to their organisation for sustainable
performance and growth in the operational activity. Those concepts are as follows:
 Situational leadership: This style of leadership and management helps the growth of
M&S. Manager and leader adjust their style according to behaviour and skill level of the
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employees. Therefore, this brings improvement in the performance of workers and
provides sustainable growth in the firm. It is the most effective style and leader can
guide, support their follower to work more efficiently (Leadership theories, 2018).
 Systems leadership: Managers of M&S adopt this style to create condition for employee
at all level so that they can work productively as their potential. The manager adopts this
style by bring innovation in the process of production and apply concept when any
situation arises. This leadership style is less time consuming which help company to
achieve goal on time and increases the sales of the firm. This style of leadership promote
innovation, learning, creativity of employees which help organisation to improve their
performance and bring profitably.
 Contingency leadership: According to this concept, manager and leader effectively
apply their own style of leadership to right situation. Thus, theory helps organisation to
balance internal needs and deals with external environment. As per this theory, general
state consider effectiveness for leadership that depends on situation. In M&S, there are
several factors that can be asked which impact on leader's personality and make up to led
in enterprise.
6. Strengths and weaknesses of different theories and approaches stated above
In the study of Marks and Spencer, company adopts various theories and approaches that
are applied to examine role of manager and leader in this organisation. The strengths and
weaknesses of those concepts are as follows:
Situational theory
Strengths
Situational concept of leadership is used by M&S in almost all the departments as this is
the most flexible theory and helpful in every situation. This approach is used in the training and
development of leader as well. Thus, it is the most effective concept.
Weaknesses
Under situational leadership theory, sometimes, it becomes very stressful for managers
and leaders to focus in all directions of the organisation.
Systems theory
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Strengths
Systems leadership style increases M&S’s ability as per environmental changes. Manager
enables it to adapt to the needs of company. Decisions and strategies are made by keeping in
mind the internal and external factors (Armstrong and Taylor, 2014).
Weaknesses
Systems style of leadership in not suitable for situation that arises on the spot and this
theory is inter-dependence. Manager cannot use this concept in Marks and Spencer for operation
problem solving.
Contingency theory
Strengths
Contingency theory find more practical solution to every problem arises in the
organisation. Thus, managers look at all the possible variable that affects situation and adopts the
solution which is best for M&S.
Weaknesses
Contingency theory is very complex in nature and need more time to find the solution.
Thus, manager does not have that much time to waste and they have to take alternate to take
right decision.
These theories and approaches help manager of M&S to identify the problems and find
appropriate solution to it. Therefore, by this concept, improvement in the performance of
employees is also seen.
7. The way managers and leaders impacts on organisation and recommendations for future
improvements
Managers and leaders of M&s improve productivity of employees. They increase
seriousness as well as build up confidence among team members. Managers of M&s have the
ability to deal in tough challenges and influence organisation by acknowledging its team
members. On the other hand, Leaders of M&S motivates their employees and gives them chance
to put their view points. This in turn helps in building a positive business environment. They
have a sense of responsibility of their business projects and completes them within time frame.
From the above study, it can be recommended that manager and leaders can take
following steps to bring future improvements which are as follows:
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1. Manager needs to forecast for future requirement of employees in the organisation by
making policies and strategies which are useful for company (Armstrong and Taylor,
2014).
2. Leaders should identify the strengths and weaknesses of workers so that they can work
more effectively and efficiently in organisation.
3. Management should prioritize and identify the possibility for improvement in production
function of company. Thus, by this way, cost of production can be reduced and resources
can be utilised at their best (Hill, Jones and Schilling, 2014).
Managers and leaders play a wider role in the organisation which helps in planning,
directing, supervision and controlling function of company (De Wilde, 2014). Thus, their duties
do not end and they work for all departments of the firm.
TASK 2
1. Introduction of operation management and key approaches adopted by the organisation
Operation management can be defined as administration of businesses activity to create
higher level of efficiency for the organisation (Hopkin, 2018). Thus, it is concerned with
converting material and labour into final product to maximize the profit of company. Marks and
Spencer keeps designing process as the key to cost reduction and time saving. Thus, by this way
firm is able to gain advantages in different brands. This help the organisation to earn more profit
and find various ways to improve their production. Marks and Spencer follows a flat
organisational structure and this type of composition has limited level of management between
administrative and front-line employees. Therefore, this structure is followed in company to
encourage employees in more decision making process. Also, the firm follows composition
basically to decrease bureaucracy and make workers skilled by authorizing them to make
decision. Thus, this structure makes communicating easy between top level and base line
employees, which allows rapid modification and problem solution. The key approaches adopted
by M&S are as following:
Lean manufacturing: This approach aims at eliminating waste within manufacturing processes
to improve productively, effectiveness and efficiency of M&S. Therefore, lean is more like a
cost reduction process which prioritize customer’s satisfaction over everything. Also, this
concept help is reduction in cost of production.
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Six sigma: The main aim of this approach is to provide the best quality of goods to customers
and M&S uses it to improve their product and services. Thus, its objective is to bring changes in
goods which can satisfy their customers. Also, purpose is to achieve sustainable by reducing
cycle time and wastage of resources. With this model, negative impact can be reduced with
eliminating wastage of material from the business. Six sigma is the approach is the data driven
approach so that they are able to take the initiatives in order to improve the quality measures so
that defects can be eliminated in order to reduce the problems. Thus, it can be said that main
objective of the approach is to implement the effective strategy so that there can be reduction in
the application of the products and this helps to conduct the operation process effective and
efficient manner. On the other hand, six sigma is the statistical tool and techniques in order to
eliminate defect and reduction in the process of variability.
Illustration 1: Six sigma objectives
(Source: 6 sigma, 2018)
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2. Roles and responsibilities of managers and leaders in successful management of the operations
Manager and leader has to work in all the direction of organisation for which help
company gain more success (Goetsch and Davis, 2014). Manager of the M&S has power to
make and break their organisation rules and policies. While great leaders encourage workers to
reach their full potential so that goal of firm can be achieved. Thus, roles and responsibilities of
manager and leader in successful management are as following:
Basis of difference Manager Leader
Role It is the role of operational
manager to keep track record of
finance in organisation. They
role is to look after supply
chain and other resources which
helps to minimize cost of
production. Thus, this can help
manager can achieve objective
of company and get success.
The role of leader is to design
and execute supply chain
strategies that maximize
productivity and also
minimize risk and effectively
to alteration in demand.
Therefore, by this way leader
help organisation to achieve
its goals.
Responsibilities It is the responsibility of
manager to maintain day to day
activities of organisation. Thus,
sitting, reviewing budget and
managing cost. It is important
for running business
successfully.
Leader is responsible for
guiding employees in right
direction and help them to
achieve their goal. Therefore,
this helps organisation in
getting success.
3. Importance and value of the key approaches to operations management in achieving
organizational objectives successfully
Operations management of Marks and Spencer involves certain responsibilities and its
main duty is to ensure that business operations are carried out efficiently. Thus, in terms of using
less amount of resources and meeting requirement of customers with the best quality of product,
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there are four theories of operations management and their importance and value are given as
below:
 Business process redesign: This is the business management scheme that focuses on
analysing and designing workflow within a company (Hill, Jones and Schilling, 2014).
Thus, goal of BPR approach is to help M&S firm dramatically restructure company by
designing business process by ground up. This process helps the organisation to bring
innovation in their structure which lead them to work more effectively and efficiently
with full utilisation of resources.
 Reconfigurable manufacturing system: The approach brings fast change in structure,
hardware and software factor. This helps M&S firm’s systems to adjust quickly to
capacity that can continue production. Its importance for operation function to response
to market and firm can run smoothly. Therefore, organisation can keep their customers up
to date about goods and services through their online web sites.
 Six sigma: This approach is important for properly functioning operation of the M&S as
it focuses of quality of goods (Pyzdek and Keller, 2014). Thus, the process as defined six
steps which includes sequence and financial targets, such as increasing profit or reducing
cost. Company uses this approach to bring improvement in the quality of product.
 Lean manufacturing: Marks and Spencer uses this approach to eliminate waste within
the manufacturing process. Therefore, it focuses on value creation for customers and
utilisation of resources with minimum wastage. This process can reduce the cost of
production and bring more profits to business (Lean theory, 2018).
4. The way managers and leaders could be effective in improving operational efficiencies to
successfully meet business objectives
Manager and leader focuses on positioning operations with firm’s objectives that help
company to achieve their goals successfully. By improving the operational efficiencies, they can
increase profits of organisation as well. Manager and leader can rise the standard of company by
quality control (Bengtsson and Kock, 2014). Thus, they produce goods which helps to meet with
expectation of their customers and this can be done by giving proper training to employees in the
firm. Therefore, they can give their best performance and help organisation to achieve objectives
of M&S. It is the responsibility of operational manager to bring improvement in supply chain
process that includes purchasing of raw material at cheapest cost possible, storage, transportation
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