An Analysis of Leadership and Operations Management Strategies at M&S

This report provides a comprehensive analysis of leadership and operations management within Marks & Spencer (M&S). It begins by defining and comparing the roles and characteristics of leaders and managers, emphasizing their distinct responsibilities in guiding employees and coordinating operations. The report then examines the practical application of leadership in various situations within M&S, such as conflict resolution and employee motivation. Different leadership theories, including situational leadership, system leadership, and contingency theory, are applied to the M&S context to illustrate their impact on organizational effectiveness. Key leadership approaches, such as the traits and functional approaches, are also discussed. The report further underscores the importance of operations management in achieving business objectives and analyzes the factors affecting the business environment. The report provides a detailed analysis of the leadership and management strategies adopted by M&S. Finally, it concludes with a discussion of how these insights can be used to improve organizational performance.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
P1 Define and compare the different roles and characteristics of a leader and manager for
M&S.......................................................................................................................................1
P2 Examine how role of a leader and the function is applied in different situation of M&S 3
P3 Different theories and models in M&S.............................................................................4
P4 Key approaches to Leadership Management....................................................................5
P5 Importance of Operations Management in achieving Objectives.....................................8
P6 Factors Affecting Business Environment..........................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES ............................................................................................................................12
Supply chain management, 2017. Available through:<https://www.ioscm.com/5-reasons-you-
should-work-supply-chain-management>[Accessed on 17th June 2017]............................14

INTRODUCTION
Managing operations is one of the most important tasks in the organization as with
proper management of operations, the organization can effectively achieve the goals and
objectives. Besides this, the organization in this case is required to adopt the strategic and tactic
approach which can help in developing competitive advantage. This report will focus on the
M&S organization which is a British multinational retailer and it is headquartered in
Westminster. The organization was established in the year 1884 and now it has expanded its
operations in several other countries. The report will focus on the roles and characteristics of
the leader and difference in their working. Further, different leadership theories will be applied
in M&S for effective functioning of the organization. On the other hand, the stress will be laid
on factors which impact the business environment and further solutions will be suggested to
resolve the issue. Last but not least, the report will also emphasize on the importance and value
of the operation's management which can help in attaining in the business goals.
TASK 1
P1 Define and compare the different roles and characteristics of a leader and manager for M&S
The managers as well as leader both are important for the organization and especially
for the retail store. The role of the leader is to guide the employees as well as the role of the
manager is to manage the work which is performed in the organization. M&S is one of the
leading retail chains so it has several operations which are widespread; in this case it becomes
necessary for the lead to lead their team (Krajewski and et.al., 2013). Leadership and
management have different roles as well as characteristics but in case of leader it has the
responsibility of all the employees who are under them. The leaders are the individual who
influence the employees to achieve the goals and the targets. On the other hand, the managers
are the one who manages the working of whole of M&S.
BASIS LEADER MANAGER
Definition They are the one who provide
direction to the individual and
they guide in carrying out the
task in M&S. It is responsible
only for the team,
On the other hand, in case of
manager his work is to control
as well as direct the whole
organization. He is the one who
allocates the work to the

manager in M&S.
Focus The focus on the leader is on
attaining the goals and
objectives. They focus only on
their team members which
they are leading as well as
guiding (Jing and Avery,
2011)
The focus of the manager in
M&S is on developing the
coordination between the
individuals so that the task can
be accomplished in an
appropriate manner.
Decision making process In the decision making
process, the leader are
sometimes included in the
decision. But in case of
democratic leader if any
decision is made for their
team, then he includes all the
team members in the decision
making process.
The mangers are included in
every decision of M&S. The
reason is that they are the one
who know the actual position of
the organization and even the
situation in which the firm is
carrying out its operations.
Power The power is given to the
leader of M&S by their
followers. If he has good
followers then the power is in
the leader hand.
Power is in the hands of
managers by default because
the position only has given
power to him to coordinate and
manage the activity of M&S
(Mülle and Turner, 2010).
Personality The personality of the leader
is charismatic and he has the
Managers are the one who are
calm in nature and their focus is

power to influence the
behaviour of the employees.
They are very sharp in their
thoughts as well as inspire the
people to achieve the goals
and objectives on time. On the
other hand, their
characteristics are that they
motivate the employees to
achieve target effectively.
on maintaining and
coordinating the activity of the
M&S. The personality of
manager can be defined as
persistent so that they can
effectively manage the target
and attain the result.
Risk The leaders are considered to
be the risk taker, they always
choose the difficult path and
always takes the risk to attain
them (Hallinger and Heck,
2010).
They can be considered as the
risk averse because in M&S
they follow the rules and
regulations of the organization
which is made by the firm.
P2 Examine how role of a leader and the function is applied in different situation of M&S
M&S is the retail organization so there are various different functions and the role
which the leader and the manger are required to be applied in situation. For assisting the team
in for achieving the goals and objectives in the M&S, the leader role is to positively handle the
situation and effectively communicate the targets which are required to be achieved by the firm.
Besides this, there are situation, in which the conflict arises between the members because of
the difference in thought process. At that time, the role of the leader is important in M&S,
because he is the one who is responsible in resolving the conflicts effectively. He is required to
identify the reason as why the conflict has been raised (Kuruppuarachchi and Perera, 2010).
Further, in the retail organization, situation comes when the motivation of employees is
minimum. Further, the role of the leader is to motivate the employee of the team. It has been

seen that the de-motivate employees does not provide effective services in the organization.
Further, another role of the leader is to adopt the appropriate leadership style which is suitable
for the situation. This will help the individuals to effectively function in the team.
There are some situations in M&S, where the role of the manager is to balance the
situation so that they can effectively attain the objectives. The function of the manager in the
M&S is to maintain the healthy environment in the organization. If the environment is not good
then it creates dissatisfaction among the employees and due to this reason, there will be delay in
the operations of the management (Kark and Shamir, 2013). So in case if any situation arises,
then it is the function of the manager to balance the environment of the organization. Besides
this, function of the manager in the organization is to provide quality goods and services to the
customers. If any of the complaints come from the customer regarding the quality of the
product, then it is the responsibility of the manger to manage them. The manager is liable to
ensure the quality of products to the customers. In this, case the function of the manager is to
monitor the activities of the employees so that they can provide quality services to them (Kim,
Kumar and Kumar, 2012).
P3 Different theories and models in M&S
Models and theories are the medium through which the organization can effectively
carry out the operations. As the competition is increasing in the retail sector, it has become
important to adopt the theories which can guide their employees.
 Situational leadership- This leadership style works according to the situation and the
circumstances which arise in the organization. In M&S different situation arise and the
leaders have to adapt themselves according to them. In this type of leadership style
according to the situation, the work is assigned to the team members. in case of M&S, if
the objective has to be achieved early then the leader do not consider their team member
in the decision making process as it changes its leadership style (Antonakis and House,
2013). Further, if the leaders have time, then it focuses on the ideas and suggestions. It
is advantageous because as the leaders are mature they adopt themselves in the situation
and overcome the issue. Further, it has been witnessed that through this leadership it
helps in increasing profitability and productivity.

 System leadership- system leadership is the different type of leadership style in which
the individual take all the cultural and social factors together and accordingly take the
decisions. In case of M&S, it is important because culture and social factor have huge
impact on the operations and functions of the firm (Jing and Avery, 2011). Besides this,
in this case, the leader can make the teams which can help in achieving the objectives
within the time limit.
 Contingency theory- There is no particular way in which the organization can function
in the environment. As all the situations are different and the solutions to their problems
are also diverse. According to this theory, the decisions are dependent on the internal as
well as external factors. In case of M&S, the taste and preference of the customers
changes effectively so in that case, the leaders and the mangers are required to change
the process so that they can make the products according to the needs and requirements
of the users (Müller and Turner, 2010). The style of the leadership is changed according
to the business environment. Further, it can be said that the theory focus on the major
environmental factors.
P4 Key approaches to Leadership Management
Leadership is like a character, it is a trait which some individuals possess and some not,
it is an attitude which an individual has. Leadership is not common to everyone only the
persons who are more energetic and enthusiastic are capable of carrying the role of leaders in
an organization(Baboli and et,al., 2014). Leadership is natural in an human being thus it is said
that leadership cannot be teached to anyone it is an individual's asset. There are several
approaches a leader follows to lead the organization. Some of those vital approaches are:
 Traits Approach: This approach talks about the characteristics that a leader should
possess which makes a normal person a Leader. It is said that "Leaders are born they are
not made". Leaders are different from a normal human being they are more task-
oriented and action-oriented(Schiller and et.al, 2016). Their attitude towards a given
situation differs from that of a normal person because a normal individual will view any
situation like touch and go type and a leader will try to make necessary decisions from
that situation or judgments can be made by a Leader. It is an individual's personality,
attitude towards a given situation.

 Functional Approach: This particular approach deals with the groups that's why this
approach is also known as group approach. Focus of this functional approach is on
functions, responsibilities and accountabilities of the leader. A leader is accountable to
the stakeholders of the operations that are being performed in company. A leader is
possessed of responsibilities which he takes due care of when the working is being
done. A leader performs different set of functions which includes management,
accountability, workforce evaluation, making the workforce work and keeps them
motivating always. Functional approach here lay emphasis on how leaders affect the
behaviour of people and how a leader is affected by those individuals.
 Behavioural Approach: Behavioural approach of leadership lay emphasis on
behaviour of different leaders who are at different hierarchy levels in an organization
and focus of this approach is on the behaviours of leaders which are different from each
other. Some leaders are aggressive in their approach and some leaders are of gentle
behaviour(Ba and Nault, 2016). A leader possess of different set of behavioural traits
which makes him distinct from other leaders. Behaviour of the leader drives from
various factors which are social factors, Psychological factors, Cultural factors and
Environmental factors.
 Action-Centred Approach: This trait of leadership says that the leader is more action
oriented and task-oriented who believes in taking the immediate actions no matter what
he time is. This type of leaders are highly concerned about the solutions to the problems
and till they fix the problem they don't sit quietly. Here leaders are more proactive than
reactive. Herein, leaders are more focused on doing the things right rather than just
directing it and conveying to the subordinate.
Key approaches to operations management and the role that leaders and managers play
 Quality measurement and improvement: It is regularly effort made by the operation
managers and employee’s for ensuring long term client loyalty and their satisfaction. It
is analysed that one happy customer will bring ten new customers to the organisation by
doing word of mouth promotion. Whereas unsatisfying customer will spread bad image
about the organisation and will spoil existing and potential customer. The venture need
to provide something extra to expect loyalty in return. Quality is identified in term of

reliability, usage and durability. TQM is the determined effort made by the employee’s
to continuously improve quality of product and services.
 Just in time technique by operation manager: This technique was first adopted by
Toyota company. This methodology focus on reduce flow time in production system
and response time from customer as well as supplier. It is production model in which
good are produce to meet the customer needs, not produce good in surplus and advance.
It is technique where consumer need is identified that is when customer will give order,
that goods are produced. The focus of this activity is to reduce cost of production and
avoid wastage. Leader plays an important role in motivating the employee to work
efficiently and reduce flow time of production.
 Six Sigma by leader: It is a technique to improve process of manufacturing. The focus
is improving the quality of output by enhancing the process and remove the reason of
defects. Minimising the variability in business and manufacturing will lead to proper
use of resources and improve in quality of products and services. The company
measures the quality that reach near to perfection. The focus of this technique is to
eliminating defects in any process. Leader guide their followers to do operation's in
such a way that they produce quality products and enhance the process of
manufacturing.
 Quality culture and leadership: It is a set of grouped values that help how
improvements are made every day in the working premises and make quality output.
Quality culture can be achieved by consistency, useful, learning, truthful, respectful and
empowerment. Quality culture state that company, suppliers and customer are all
together, they all create assets for the organisation. There should be proper
communicate made that all the relevant information are to be transferred. Every
individual should be honest for the company and keep focus on process. Leader helps
the worker to be truthful and loyal of the group ethics that all the work is done in proper
way.
 Supply chain management: Managing the flow of goods and services that involve
storage and movement of raw material, work in progress inventory and finished good
from the point of production to the point of consumption. It is design, planning,

implementation, control and monitoring the supply chain activities with the objective to
create value of building competitive infrastructure, making worldwide logistics for
measuring performance. Leader keep link with all the stakeholder of the company like
different suppliers so that if one of them refuses to provide inventory, other will supply.
Identify the needs of shareholder and provide them interest on timely basis. Identify the
competitors and their strength so that they can enhance their own strength to gain
competitive advantage.
Illustration 1: Supply chain management
(Source: Supply chain management, 2017)
P5 Importance of Operations Management in achieving Objectives
Every organization has some goals and objectives to achieve and thus they are born.
There is a particular one long-term objective of the firm which is achieved through different set
of small objectives. We normally call that long-term goal as vision of the enterprise and the
small goal is known Mission of the company(Rushton, Croucher and Baker, 2014). As M & S
also have the same desire of achieving the objectives and for that level to reach operations of
the company should be accurate enough so that every set of missions can be achieved in time
and his will help in achieving the vision of M & S. Keeping operational efficiency on the right
track will help M & S to achieve their set objectives. So, achieving objectives will only fetch
from right assessment of and undertaking of the operation's management.
Operations management has been the key in managing and maintaining the activities at
wider level as well as at the shorter level. Operations of M & S Ltd. should be conducted and

undertaken in such a manner by the leaders and managers that they will fetch in achieving the
desired aims and objectives. If operations of the company are undertaken in an efficient and an
effective manner then due to efficient use of resources it will help in making and creating a
positive impact on the working of the organization. M & S being in the retail sector have to
keep their operations mainly related to distribution channels and thus they need to keep making
decisions tactically, strategically and operationally so that they can achieve efficient
distribution strategies and thus those strategies will help in achieving the desired results(Murray
and et.al, 2016). Thus, Leaders and managers are important in maintaining the operations of
business in keeping up to date certain activities which have major impact on the profitability of
the company. Operations of the M & S includes manufacturing activities, sales, marketing,
finance, decision making capabilities, human resource, etc. Thus, all these activities have to be
performed in an effective and efficient manner so that ensuring the work carried out should be
as per the standards made.
P6 Factors Affecting Business Environment
There are several factors which affect the environment in a positive and negative both
the ways, which in turn affects the business environment as well by certain changes making in
elements of the environment(Nakayama and Bucks, 2012). So here comes the role of leaders
and managers in making the strategies which can reduce the impact of these factors on the
working of the organization in negative scenarios. There are six different factors which affect
the business environment in several ways, which are:
Economic Factors: Economic factors deals with the economic condition of country as a whole.
In this things which are involved are interest rate, exchange rate, inflation and economic
development and recession, etc. Economic factor is one of the important factors because it has
its roots directly with the economy of the country which in turn affects negatively and
positively to an organization(Ming and et.al., 2013). M & S leaders and managers should
consider the GDP rate going on and should be looking at the inflation rate changes that are
taking place in order to make strategies which favors the company.
Social Factors: Consumers are vital element of the company and thus Leaders and managers
need to ensure that production of the products which caters the need of people through which M
& S can build the brand image and profits. Social factors are totally related to the society.

These factors may include the change in taste, change in level of income, change in fashion,
etc(Casolino and et.al., 2012). People tends to have their own perceptions towards different
products and due their sudden shift in the consumption patterns companies like M & S are
affected due to it. Sometimes its consumers taste and preferences that are not met by the
company. So, M & S company managers and leaders should make necessary adjustments in
order to provide products which are particularly target the potential customers.
Political Factors: Changes in government affects the change of strategies in business as well.
These factors refer to the policies which are framed by the government to make sure that the
product which is coming out in the markets does not contain any harmful toxics which can
cause damage to the health of people and habitat. Political decisions of government affects the
education, infrastructure of the economy. M & S company should ensure that products and
services which are to be delivered by the company should not contain any toxics(Casolino and
et.al., 2012). So clear and promising strategies need to be carried out by the leaders and
managers so that it is ensued that operations are well performed.
Technological Factors: As world is moving fast towards the globalization and in this present
scenario change and development are the only two things which is constantly changing and
catering to the needs of people and with it M & S have make its move also to introduce new
technologies in operations so that the competition can be given to the competitors prevailing in
the market. In order to have a competitive advantage over the competitors M & S should adopt
the latest technologies to carry out their operations because using an old set of machines will
not provide them much which the new one's can(DeAnna and et.al., 2010). Managers and
leaders of M & S should ensure optimum use of the resources by introducing new technologies
at the workplace.
Legal Factors: This factors refers to the laws which particularly/specifically are introduced for
the businesses only. Legal factors are related to the rules and regulations that companies have to
comply with in making of the products and delivering of the services. M & S leaders and
managers employ due care in making of products with appropriate standards followed in that
process(Kopardekar, 2015). Government passes different new laws after every specific time
period which increases the cost of the businesses. Such laws may include age discrimination,
increase in minimum wage, etc.