Analysis of Leadership and Management at Marks and Spencer

This report, prepared as a consultancy analysis for Marks and Spencer (M&S), delves into the critical differences between the roles and characteristics of managers and leaders within the organization, emphasizing their importance in achieving sustainable profits and expanding business operations. The report examines how managers and leaders perform specific functions in various situations, such as declining profitability and budget reductions, and how they apply different leadership styles and theories, including situational approaches, Fiedler's contingency theory, and system leadership. It also explores the significant approaches to operations management within M&S, focusing on efficiency, material conversion, and maximizing profitability. The analysis includes a comparison of manager and leader characteristics, duties, and their impact on employee participation and organizational goals. The report highlights the importance of effective decision-making, conflict resolution, and the overall coordination between managers and leaders to ensure the success of M&S in a competitive market. Furthermore, the report emphasizes the need for leaders to adapt their styles to suit the circumstances and employee needs.

MANAGEMENT
AND OPERATIONS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Comparison between different roles and characteristics of manager and leader in M&S1
P2. Evaluation of duties of leaders and functions of managers in various situation context. 3
TASK2.............................................................................................................................................4
P3. Various theories and models of approach in relation to Marks and Spencer...................4
TASK 3............................................................................................................................................6
P4. Significant approaches to management of operations......................................................6
P5. Importance and values of operations management..........................................................7
TASK 4............................................................................................................................................8
P6. Factors affecting operations-management and decision-making.....................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Managing operations in organization is an important activity that is needed to be
performed by top authorities and manager to achieve sustainable profits and increase sales
(Baboli and et.al., 2014). In the present report, as a consultant of M&S, there are various aspects
of managing operations which are needed to be performed by managers and leaders to gain
participation of employees in organization. Marks and spencer is an international retail brand that
quality of products to its customers and needs to expand its business operations. This report will
provide an understanding about difference between various roles and characteristics of managers
and leaders to manage operations and development of team work. Moreover, it also provides an
understanding about various situations in which the manager and leader will perform specific
roles and functions. Various theories and models are also explained with factors that affect the
operations and management in organisation.
TASK 1
P1. Comparison between different roles and characteristics of manager and leader in M&S
Leaders are considered as those individuals that hold a dominant position in their field
and they are able to provide a high degree of influence on their subordinates (Shabanpour-
Haghighi and Seifi, 2015). They have major importance in M&S as they have their important
roles and responsibilities towards accomplishment of activities and achievement of objectives
within stipulated time duration.
Managers are those individuals which are charged with the responsibilities to plan,
organize, direct and control over the activities and employees within a unit or department of
M&S in order to achieve the objectives of organisation effectively. Manager have employees
that directly report to them and follow their instructions in order to perform the activities within
organisation.
Apart from that, there is also major difference between roles of managers and leaders in
Marks and Spencer which is mentioned as below:
Managers Leaders
Managers in M&S are always focused towards
the goals and objectives and ensure
Leaders are considered as the role model for
employees as they inspire their members of
1

achievement of success in business operations.
Through accomplishment of these activities,
the managers will contribute towards
increasing sales and profitability of
organization. These methods in M&S will lead
to improve the business operations but also
diminishes morale of workers.
teams and ensure that they will analyse their
roles and responsibilities at workplace. In
Marks and spencers, democratic style of
leadership supports in gaining involvement and
participation of employees towards
achievement of organisation’s goals (Huang,
Jing and Yuancai, 2012). It also leads to
increase the productivity and competencies of
employees to provide new and innovative in
some specific task.
They also have importance in managing
financial records, employees, decision making
and recognising as well as controlling work of
employees along with achievement of some
objectives and functions that are needed to be
organized at the workplace. According to
Minztberg, they perform three important roles
like interpersonal, informational and
decisional.
Important role of leadership is to develop
honesty as well as integrity which is important
to get belief of employees towards them. In
context of M&S, leaders play the role of
representatives of employees in front of
management and communicate all issues which
are faced by the workers and provide an
understanding about their requirements at
workplace.
In context to their workers, managers of M&S
communicate messages to leaders so that they
covey them to employees (Smith, Rahn and
Wang, 2010). It is considered as information
which is transferred by top hierarchy in order
to ensure that enterprise will regulate as per the
criteria of business.
Moreover, M&S is an international firm that
consists of high level of diversified employees,
this democratic leadership method provides
benefits to all people in a group whereas the
autocratic management will lead and analyse
that every employee of group get personal
benefits.
Apart from that, there is also a major difference between the characteristics of leaders and
manager in M&S which are:
Leaders Managers
2

They are usually focused on creation of vision
and aim to achieve the progress.
They always follow vision and develop goals
to accomplish aim to achieve the results.
They provide more importance to people in
comparison to tasks.
Managers considered as task as priority in
comparison to people.
Usually focused on development of
effectiveness among the employees in M&S.
Concentrates on development of efficiency
among employees and himself.
Leaders in M&S are visionary, dreamer and
enthusiastic.
Managers of M&S are recognised as realistic,
practical and level headed personality.
M1
Managing operations in organization is an important activity that is needed to be
performed by top authorities and manager to achieve sustainable profits and increase sales.
Leaders are considered as those individuals that hold a dominant position in their field and they
are able to provide a high degree of influence on their subordinates. Managers in M&S are
always focused towards the goals and objectives and ensure achievement of success in business
operations.
P2. Evaluation of duties of leaders and functions of managers in various situation context
In modern organisation context, the most significant aspects of leadership is to make
quick and effective decisions. Leader have their roles in providing growth to M&S by ensuring
that employees should with an aim of accomplishment of common goal (Rastogi, 2010). In a
situation, the store manager in business units of M&S takes a decision and communicate it to
others. Then in such condition, leaders have the role of identifying the problems and evaluate the
alternatives. They will also select the best alternative for other members and organisation. The
team leader will then effectively persuade the other team members to accept the decision if he
seems that decisions is the best they could analyse.
Further, there are various situations in which the roles of managers and functions of
leaders will apply in M&S.
 Decline in profitability: In competitive business environment, M&S will face various
crucial situation in which there profitability starts declining. In these situations, managers
3

will take some crucial decisions like reduction in salaries of employees, Costs, expenses
and reduces the flow of cash in order to sustain in market (Strande and Brdjanovic,
2014). Thus, in this situation leaders will also support the management by providing
information to employees and ensuring proper utilization of resources and focus on
increasing sale of organization.
 Reduction in budgets: It is also critical situation in which top level management reduces
the budgets at the time of crisis situation. Then manager will develop plans and policies
to handle situation. In this situation, leaders also have their role in monitoring the
employee to control the cost and provide guidance to employees for proper utilization of
resources.
 Situation of conflict: At the time of conflict between employers and employees within
Marks and Spencer, managers not directly communicate with employees. In this
situation, leaders performs the representative of employees and communicate the reasons
about the conflict and requirement of employees that needs to be fulfilled. These
solutions are communicated to leaders so that they will provide information to workers
and make efforts to resolve the problems.
M2
Leader have their roles in providing growth to M&S by ensuring that employees should
with an aim of accomplishment of common goal. M&S will face various crucial situation in
which there profitability starts declining. It clearly describes the link between the leader and
situation and it also provides recommendation to managers to achieve this effective fit.
TASK2
P3. Various theories and models of approach in relation to Marks and Spencer
Within a business enterprise, there are various roles and responsibilities have to be
accomplished by every individual so that objectives will get accomplished. In order to perform
some critical responsibilities, there some traits and qualities have been required in individual
which differentiate them from other. In present context, M&S needs to evaluate the skills of
employees so that they will convince employees, partners, shareholders and customers etc.
There are some important approaches to leadership are discussed in relation to M&S such as:
4

 Situational approaches to leadership: It clearly describes the understanding of various
leadership traits which are needed in leaders to accomplish the roles and responsibilities
at workplace (Parry, Mills and Turner, 2010). It clearly describes the link between the
leader and situation and it also provides recommendation to managers to achieve this
effective fit. It also states that managers of M&S needs to select leadership styles which
are based on situations of leadership. Managers needs to adjust their decision making
motivational approaches and decision making that depends upon combination of factors
like characteristics of employees, organisational structure and influence of top
management.
 Fielder's contingency theory: It is most significant theories which is based upon the fact
that there are no effective ways for managers of M&S to lead. It is also considered that
various situations are responsible to develop different style of leadership requirement for
the managers. It mainly consists of three elements that provides a complete understanding
about the leadership and situational control like task structure, member relations
positioning power etc. It clearly described that effectiveness of leadership is based on
analysis of wide range of effectiveness among the business. It also provides an
understanding of relationship among the leadership style and control over business
situation. In present scenario, there are many employees working in M&S, it is up to the
leader in order to adopt and change their leadership style to match with the subordinates.
It also takes participation of workers in particular situation to resolve the conflict.
5

Illustration 1: Fieder's contingency model
(Source: Effective Leadership under Fielder’s Contingency Model, 2017)
 System leadership: It is most important theory which aims at understanding of system
through analysis of relation and communication among the components which clear
determined the overall business operations (Wu and Pagell, 2011). In this context, system
theory of leadership concentrates on evaluation of internal and external environment
which influence leadership in M&S. It also provides an understanding that manager and
leaders within organisation enterprise will coordinate to manage the activities and
business operations at workplace. In this situations like decline in profitability and impact
inflationary conditions, manager and leader of M&S will develop strategies and make
decisions by consulting with each other to resolve the problems.
Thus, it can be said that manager and leaders plays a significant role in management of
employees and performance of M&S in market. Further, in order to accomplish the goals and
objectives they need to coordinate with each other and develop strategies to gain positive results
in different situations.
M3
It clearly describes the link between the leader and situation and it also provides
recommendation to managers to achieve this effective fit. It also states that managers of M&S
needs to select leadership styles which are based on situations of leadership. System theory of
6

leadership concentrates on evaluation of internal and external environment which influence
leadership in M&S.
TASK 3
P4. Significant approaches to management of operations
As per the given scenario, operations management is considered as administration of a
practice of business practice to analyse that it will create high level of efficiency among
employees of organization. It also involves conversion of material in to goods and services
effectively in order to maximize profitability of organisation (Fernie and Sparks, 2014). In
context of Marks and Spencer, manager of organization will also accomplish the task to balance
its costs with revenue and achieve desired profitability. Further, there are various approaches that
needs to be applied by manager and leaders to control business operations. These important
approaches are described below:
 Total quality management: As per the analysis, it is most systematic approach which
concentrates on providing satisfaction to consumers by providing appropriate quality of
products and services. In present context, manager of M&S have major responsibilities to
identify the needs of customers and ensure that products and services which are provided
to customers should be of appropriate quality as per requirements. Manager will provide
information to leader so that it will be able to communicate with employees. With total
quality management, M&S will be able to increase its sales, profitability and
development brand image by satisfying its target customers.
 Six sigma approach: This is most important approach of operations management which
is used to improve the process which is followed by managers and leaders of M&S to
continue their business operations (Ageron, Gunasekaran and Spalanzani, 2012). It is also
considered as essential for organization to develop effective quality for which they have
to identify the problems which affects the quality of their products and services. Six
sigma is also considered as disciplined and data driven approach which is used to
eliminate the defects in process of manufacturing to transactional and from goods.
Managers of M&S needs to identify the problems in their process of production and
distribution of goods in order to make necessary changes that leads to achievements of
profitability. Through this, they will be able to develop total quality in their products and
services.
7

 Kaizen: It is considered as a Japanese word which is refers to continuous improvement
of business operations or making changes in the ways to operate the business actvities at
workplace. This approach involves participation of each and every employees in order to
ensure improvement in all the process and systems within organization. It mainly consists
of six elements through which managers of M&S will be able to identify and analyse
changes in process. These elements are teamwork, personal discipline, improved morale,
quality circles and various suggestions of improvement in business operations.
Thus, it has been identified that managers of M&S is required to identify all activities in
order to make improvement in services that served by them to customers. They will formulate
and implement various strategies through which they will be able to success in business
operations.
M4
there is major importance of operations management within M&S as it enable the manager of
organization to make changes in their process of business operations like production and sales by
developing team work, personal disciple improved morale, quality circles and various
improvement recommendation through employees
It is considered as a Japanese word which is refers to continuous improvement of business
operations or making changes in the ways to operate the business actvities at workplace. This
approach involves participation of each and every employees in order to ensure improvement in
all the process and systems within organization.
D1
P5. Importance and values of operations management
From the previous analysis, it has been identified that there is major importance of
operations management within M&S as it enable the manager of organization to make changes in
their process of business operations like production and sales by developing team work, personal
disciple improved morale, quality circles and various improvement recommendation through
employees (Burns, 2014). In relation to M&S, operations manager manage various activities like
production distribution and also provide support to employees by enhancing the values of
products and services and in return rising the value of operations management.
8

Marks and Spencer is retail brand that is international business in retail industry across
the world. The operations managers aims at appropriate utilization of resources and increasing
the satisfaction of customers and ensure that cost of organization will get reduced.
Further, below given points will determine the significance operations management in
relations to M&S:
 Efficiency and effectiveness: Management of operations within organization is
beneficial as it helps to increase the efficiency of organization. For development of team
work and increasing the performance of employees, manager needs to organize training
to their employees so that they will be able to perform effectively and provides supports
in improvement of operations and management of total quality at workplace. By training,
efficiency and effectiveness of employee will increase. Further, manager of M&S has
also developed various approaches through which they have been able to gain services of
organization.
 Profit maximization: By making improvement in process, manager and leaders of M&S
will be able to develop total quality products and services within organization (Griffin,
2013). With quality products, they will able to satisfy its customers and influence the
other customers. Through application of this methods, company will be able to maximize
and increasing the profitability in retail sector.
 Development of teams work: This approach of operations management also considered
important as it creates value among the employees to coordinate and work as team to
improve business operations and increase the efficiency of organization to satisfy its
customers by providing quality products at appropriate prices. Further, by providing
equal opportunities, manager and leaders will be able to gain participation of workers in
making decisions to enhance business operations and achievement of desired profitability
international market.
TASK 4
P6. Factors affecting operations-management and decision-making
There are various that provides major influence on operations-management and process
of making decisions within organization. These major factors mentioned above:
9

 Rise competition: Continuous rise in competition in retail industry will provide major
impact on business operation and strategies of organization to sustain its position and
profitability (Tummala and Schoenherr, 2011). In present context, Marks and spencer is
also facing challenges due to rise competitors and their policies of influencing customers
will affect the sales and profits in market, the major competitors of M&S are considered
as TESCO, ASDA, Sainsbury, etc. which has provided a tough competition to enterprise
in European market as they are providing quality of products at lowest possible prices
and applying various marketing strategies to attract more and more customers.
 Economic environment: Fluctuation in economic environment of UK also influence
operations and decision of organization as it affects the business operations of
organizations. In M&S managers have analysed that there is positive economic condition
within country which has increased the income level of consumers. Thus, company will
develop quality in their products and services to satisfy needs of their customers.
 Cost and benefit: Appropriate profitability in business will helps provide a Positive
impact on decisions of managers in Arthur David and also helps in managing business
operations such as appropriate availability of resources, expertise etc.
 Social responsibility: The major responsibility of organization towards its customers
also affects its business decision (Rastogi, 2010). In M&S, manager’s aims at
maximizing profits by reducing cost but they also have to recognise that products should
satisfy the customers’ demands. Dissatisfaction of customers will also create problems
for organization to sustain in market. For example: Apart from business operations,
organization has responsibility to provide supports to society in which they operate and
resolve their issues like unemployment and also provides support in sustaining healthy
environment and increase infrastructure development.
Thus, these are major factors that influence the operations' management with organization
and also provides both positive and negative impact on sales and profitability in retail industry.
D2
Operations manager manage various activities like production distribution and also
provide support to employees by enhancing the values of products and services and in return
rising the value of operations management. Fluctuation in economic environment of UK also
influence operations and decision of organization as it affects the business operations of
10