Analysis of Management and Leadership Roles in Marks & Spencer

This report examines the management and operation practices at Marks & Spencer, a British multinational retailer. It delves into the roles of managers and leaders, outlining their responsibilities in implementing policies, monitoring business activities, and providing training. The report highlights the characteristics of effective leaders and managers, including communication, leadership, and confidence. It further explores management functions such as planning, organizing, leading, coordinating, and controlling, along with leadership styles like transactional, transformational, contingency, situational, and system leadership. The analysis includes how leaders and managers handle change management, training, and conflict resolution, and the application of management by objectives. The report concludes by emphasizing the importance of both leaders and managers in achieving business objectives and improving operational efficiency within the company.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1) ............................................................................................................................................1
2) ............................................................................................................................................1
3) ............................................................................................................................................3
4) ............................................................................................................................................4
5) ............................................................................................................................................4
6) ............................................................................................................................................5
7) ............................................................................................................................................5
TASK 2............................................................................................................................................6
1) ............................................................................................................................................6
2) ............................................................................................................................................6
3) ............................................................................................................................................7
4) ............................................................................................................................................7
5) ............................................................................................................................................8
6) ............................................................................................................................................9
7) ............................................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Management and operation refers to organisation area that is related with controlling as
well as designing production process and also redesigning the business operations in
manufacturing of services and products (Ageron, Gunasekaran and Spalanzani, 2012). It is
administration of the business practices in order to develop high efficiency level possible with in
company. It is related with converting the labour and raw materials in to the services and
products to enhance profit level of firm. This present report is based on Marks & Spencer firm
and it is a retail company in United Kingdom. Under this mention report will be discussed about
the various characteristics and roles of manager and leader. There will be discussion about the
approach related to operation management and roles that managers and leaders plays to
company.
TASK 1
1)
Marks & Spencer is a British Multinational retailer and its headquarter is in London. This
firm was founded in year 1884 through Michael Marks and Thomas Spencer. It is a large size
firm and also listed on London Stock Exchange. This firm is specialised in selling of luxury food
products, clothing and home products. Marks & Spencer has around 979 stores in United
Kingdom including 615 stores sell only the food products. Under this company around 84, 939
staff members are working with in different departments and their main focus is on attaining the
specific aims and objectives with in a given period of time. The organisational structure of
Marks & Spencer company is flat.
2)
Manager is an individual that is responsible for administrating or controlling staff or
group. It is in charge of certain tasks of group, subset of firm. It is in-charge of department and
implement the policies and plans at workplace (Childe, 2012). On the other hand, leader is
person that commands or leads team members in an organisation. It is thing or person that hold
superior or dominant position with in its area and also able to exercise high control degree.
Roles of managers
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Implement policies- In Marks & Spencer company, main role of manager is to execute
the policies which are executed through managers by including all staff members so that they can
be aware about it.
Monitor business activities- Manager is a person that monitors and control operations
and activities of firm and also make the require improvements in them. It will be helpful for firm
to dealing with all problems (Drake and Spinler, 2013).
Provide training- It is a responsibility of manger to provide training to employees so that
they can perform their roles and functions in an effective manner related to organisation.
Roles of leader
Solicits support- Under this, leader is an individual that invites and entertain cooperation
of the subordinates. It can do anything with his personality, maturity, experience and intelligence
which can be provide the positive outcomes.
Supportive- Leader support the team member sin their tasks and work so that they cannot
face any kind of difficulty. It develops positive impact in mind of employees and also enhance in
their performance level.
Encourage team building- In this, main role of leader is to motivate the employees to
work in a team at workplace. In Marks & Spencer, leader enhance motivation of employees so
that they can work with each other, support them in an effective manner. It is helpful in develop
the trust between employees and also asses in create the positive working environment. It will
develop the positive impact on mind of consumers.
Characteristics of a leader and managers of Marks & Spencer
Communication-It is necessary to manager to communicate wit its staff members in an
effective manner. In Marks & Spencer company, managers communicate with their employees
and motivate them so that their performance level can be enhanced (Gimenez, Sierra and Rodon,
2012).
Leadership- In context to be an effective leader or manager, it is necessary that they
should lead their staff members in a significant manner. They guide their team members
regarding performing any activities as well as tasks.
Confidence- It is a necessary characteristic which should be in a leader and manager. In
order to sustain support of teams, there is a need to manager and leader to be more confident
about their decisions and also be able to convince the team members to move forward.
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3)
Management has been explained as social process including responsibility of the
effective planning as well as economical of company in fulfilment of the provided purposes. It is
changing process that including different activities and elements (Griffin, 2013). Different
functions of managers mention below:
Planning- It is a first function of management and it deals with chalking future action
courses as well as deciding advance most effective course of actions for attaining the set
objectives. Manager of Marks & Spencer make the planning for future.
Organising- Under this step, manager organises all activities of firm in an effective
manner so that staff members can be aware about their roles and perform in an effective manner.
Leading- Manager of Marks & Spencer requires to do than the plan, organise to attain
objectives. In leading included communicating, encouraging, motivating etc. it needs manager to
assist, problem solving with the staff members.
Coordinating- It helps in bringing all staff members together through developing an
effective relationship and also feel them more comfortable to share issues and views.
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Illustration 1: Functions of Manager, 2018

Controlling- In this, manager of Marks & Spencer control all activities at workplace so
that there will be not issues arise and productivity of firm can be enhanced.
Leadership styles
Transnational leadership- The focus of this leadership style on organisation, supervision
and also performance. It is exchange process under which the leader of Marks & Spencer
company clarify the task requirements, roles, give rewards and punish to staff members on the
basis of performance.
Transformation leadership- In this, leader of Marks & Spencer works with its teams in
order to determine needed change and developing vision to guide change by inspiration as well
as implementing change by informing employees at workplace.
4)
Both leaders and managers performs different roles in Marks & Spencer that assure
attaining specific objectives. Staff members perform their activities or tasks and leaders guide
them in a proper manner. There are different situations in which managers and leader plays their
roles:
Change management- Under this, there is a requirement to management to develop the
effective strategies and policies related to the change and on the other hand the main role of
leader is to motivate the employees to accept that change and try to be involved in it.
Training and development- Under this, main function of manager is to conduct the
training programmes and leaders should determine the skills and capabilities of staff members
which need to be improved with the help of doing skill audit. On the basis of skill, leaders inform
the manager of Marks & Spencer and manager develop training programmes.
Represent organisation – In business environment several situations account in which
leader and manager of M&S have to represent their company in front of others. Thus, it is the
responsibility of both and they can do with the help of presentations, seminar and so on.
Conflict resolving - In M&S situation of conflict arise which between employees which
result in negative impact of the day to day activity. To overcome with this problem manager and
leader have to implement such practices which result in healthy working environment.
Management by Objectives- It is management model in which staff members and
managers both work together to set, record and also monitor the goals for particular period of
time. It is process of setting the objectives for staff so that they can know about what happening
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at workplace. Its main aim is to improving performance of Marks & Spencer through explaining
objectives on which top management and employees both should be agreed.
5)
Leadership refers to an action of leading an individual or group. It is practical skills and
research area that encompassing ability of a person to guide the other people, company and
teams. There are different leadership theories which Marks & Spencer can be applied mention
below:
Contingency theory- This theory argues that there is not any single leading way and also
each leadership style should be based on some conditions that signified that there are many
people which can perform at high level (Kerzner, 2013). It emphasises that the effectiveness of a
leader in Marks & Spencer and that is based on style of leader to the right condition.
Situational leadership- It means when manager or leader of company should adjust its
leadership style in order to fit development level of followers to influence. On the basis of
situation, leader of Marks & Spencer adopt this style and it is helpful in enhance morale between
staff members and also develop productive environment. By adopting this leadership style, firm
can sustain at market place and enhance its growth rate.
System leadership- This style of leadership is able leader in firm to develop situation
where people at the all level can be work in productive manner to potential. This theory is
helpful for managers or leaders in Marks & Spencer to manage as well as solve problems of team
members. If at workplace, staff members face any issue or complexities, then leader provide the
better solution to them in order to overcome from problems.
6)
Contingency leadership – In this approach leaders of M&S match their leadership style with
different situations which arises. For instance, if an employee get injured while doing work then
in this situation it is the duty of leader to manage work with existing workforce.
Strengths Weaknesses
Enhance fallibility in the task structure. It is reactive not proactive in nature.
It supplies data on leadership styles. It is complex and also present issues in testing
theory percepts.
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System leadership – This leadership style treat organisation to work with a system. Their is
requirement of proper system of working in this leader implement their proper style. So that
work can be done in effective manner.
Strengths Weaknesses
This leadership provides better framework for
interpretation and presentation of realities as
well as phenomenon.
It is complicated and lengthy in nature.
It provides many teams with which the leaders
can be understood.
In this leadership, more risk is involved.
Situational leadership – In this leader have to change their leadership style as per the
requirement of situation. For example, if situation of conflict arise in Mark & Spenser then
leader have to resolve this issue by implementing their style.
Strengths Weaknesses
It asses in enhancing motivation as it included
staff members in process of decision making.
This leadership approach tends to be emphasize
short term strategy because its main focus on
current scenario.
It increase awareness as staff members monitor
situation in context to aware of leadership style
(Laudon and Laudon, 2016).
It develops confusion with in groups as
situations are interrelated and interconnected.
7)
In Marks & Spencer, leaders and mangers both plays a necessary role in managing
business activities and make improvement in process of business. The leader guide or motivate
the team members to work in a better manner and also focus on attaining the business objectives
with in a given period of time. On the other hand, managers implement the plans and policies
and also monitor or control all business activities so that they can be perform in significant way.
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TASK 2
1)
Operation management is a business practice administration to develop highest efficiency
level with in firm. It is related with converting the materials in to services and products as
possible to enhance profit of company. The team of operation management attempt to balance
the costs with the revenue to attain high operating profit. Operation management include using
the resources from materials, technology and equipment (Moutinho, 2013). It includes
organising, planning, process and also make the essential improvements to enhance profitability.
There are different approaches of operation management mention below:
Six sigma- It refers to methodology to make improvement in quality related to operation
management through eliminating the defects and errors, saving time and minimising cost. It is set
of tools and techniques for improvement process. It is helpful in improving quality of output of
process of Marks & Spencer through determining as well as removing defect caused and also
reduce variability in process of business and manufacturing. It help Mark & Spencer to increase
quality of productivity or manufacturing process and provide quality products and services.
Managers an leaders of Mark & Spencer help to improve productivity by providing training and
skills development program, hire those people having positive attitude that take pride in
delivering services to customers and motivate their employees in monetary and non- monetary
manner so they fell connected and valuable in an organization.
Lean production- It refers to approach to management that focus on whilst quality and
cutting waste. Marks & Spencer applied this approach to all business aspects from design by
production to the distribution. This approach is helpful in reduce the wastage from production
system without sacrificing the growth. It help Mark & Spencer to increase quality of productivity
or manufacturing process and provide quality products and services. Managers an leaders of
Mark & Spencer help to improve productivity by providing training and skills development
program, hire those people having positive attitude that take pride in delivering services to
customers and motivate their employees in monetary and non- monetary manner so they fell
connected and valuable in an organization.
Continuous improvement- It is a process of ongoing efforts to services, processes,
products. Its main goal is to enhance motivation as well as enable people to share their
knowledge and skills (Rosemann and vom Brocke, 2015). By using this approach, Marks & use
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this approach to make improvement in the process of manufacturing so that quality of products
can be good.
2)
In the operation management, managers plays a necessary role in managing the personnel
and raw materials. The main role of manager and leader is to managing the quality programs,
hiring, training, supervising and also monitoring the existing processes to developing strategies
to make improvement as well as efficiency. Different roles and responsibilities of leaders and
managers in operation management mention below:
Resources management- The managers of Marks & Spencer plays a necessary role in
managing the personnel and raw materials in a better manner. Through this, company can make
the products of better quality and provide to consumers in an effective way.
Financial management- The main of managers or leaders is in the operation
management is to budgeting, keeping and controlling the costs of firm. The supply chain
management of Marks & Spencer and some of the other resources are helpful in reducing
production costs. Manager of this company use cos- benefit analysis method to make
improvement in efficiency (Starr and Van Wassenhove, 2014). Finance is the backbone of
business and it must be manage in proper manner without wastage which can be possible by lean
production management.
Communication- The main role of operation management is to develop better
interpersonal and communication skills to help various organisation parts to work together. It
consists developing the positive culture where ever person can work in a better manner.
Continuous improvement approach help in maintaining better communication within
organisation from top to bottom and bottom to top. By utilising several tools such as emails,
noticeboard and so on.
3)
Operation management is more obligatory to manage daily basis activities. Through this,
Marks & Spencer is to be able to make the better use of resources for an instance money, raw
materials, labour and some of other resources. It is helpful in make improving over all
productivity of business. Lean manufacturing is helpful in make improvement in efficiency of
operations, enhance productivity and minimize the wastage. It is business philosophy that is
more successful and it can minimize the cost, enhance productivity, maintain high quality level
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and neglect wastage to enhance profit level. On the other hand, continuous improvement is
helpful in motivate as well as enable persons to share their knowledge and skills outside
immediate team. It is helpful in make improvement in the quality of products in a better manner
so that customers can be attracted towards it and profitability can be enhanced. So, the
approaches related to operation management plays a necessary role and through this company
can enhance efficiencies of its production process (Tummala and Schoenherr, 2011).
4)
The managers and leaders are known about balance the productivity at workplace against
needs of employees, productivity pressure regulatory agencies etc. It needs an ability to listen
and prioritize the work to make decisions in a better manner. There are different ways through
which leaders and managers can make improvement in efficiencies of operations:
Quality control- It is more than having dependable and better products which can provide
the satisfaction to consumers. It is helpful for Marks & Spencer company to develop the brand or
products which can meet with expectations of customers. Quality can be entail over all
experience of operations as well as policies of firm as whole.
Set right efficiency measurement for continuous improvement- Better improvement
comes from the continuous progression towards meaningful but the ambitious target. It is
necessary that company should be use the right and effective techniques to make improvement in
products in an effective or better manner.
Document control- It refers to an ability to find the required documents which are the
necessary part of the operational efficiency. Searching most of the current variation of any kind
of specific paperwork piece, it will be helpful in making the organisation organised in a better
manner (Ageron, Gunasekaran and Spalanzani, 2012).
5)
External business environment is composed of outside factors which affect on business
operations. The external environment develop the negative and positive impact on business and
also operation management. In order to determine the external environment, Marks & Spencer
company uses the PEST analysis. The effect of the external business environment factors on
operation management mention below as above:
Political- Under political factor includes tax policies, regulations, rules etc. The
government develop the effective policies to control decisions of business. If government will
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make changes in policies then in this case there will be change in policies and practices of firm.
Through this, operations of Marks & Spencer will be negatively impacted and it will develop
impact on process of its decision making (Drake and Spinler, 2013).
Economical- Different factors such a income level of consumes,, inflation, interest rates
all are included in this factor. These all are impact on expand the business activities along with
operations.
Social factors- The needs and demands of consumers are changing with in a short period
of time. They want the products more innovative and with more features which can provide
satisfaction to consumers. But there is difficulty face by Marks & Spencer company to make the
continuous changes in its products. It enhances cost of cost of production as well as operations.
Technological factors- It is main factors that impact on operations because technology
changes rapidly and it is difficult for firm to adopt the new technology in business because it will
be more expensive for firm. The obsolete technology develops impact on operations.
Under this, there leaders and managers both plays a necessary role in company and work
for attaining specific objectives. In addition to this, there is relationship among management and
leadership in relation to:
Culture- Under this, manager implement the change in culture at workplace. It inform all
employees about the change that happen in Marks & Spencer. On the other hand, leader motivate
and understand employees to adopt change and try to mange in it. It is beneficial for their
working along with performance.
Corporate social responsibilities- Under this, manager oversee creation as well as
execution of social responsibilities of company. In context to this, manager of Marks & Spencer
using the internal communication in order to reinforce policies related to social responsibility of
business. On the other hand, leader implement the social responsibility policies at workplace.
Sustainability- In this, manager develop the effective policies so that employees or other
stakeholders can follow them on the other hand leaders should motive the team members to
attain them so that it can work effectively and it will help in sustainability of business. In
addition to this, along with sustainability of business, manager and leaders both focus on making
positive relationship with stockholders and also fulfil their expectations.
Ethics and values- It is important for leader and manager to ensure that all the activities
can be dine in ethical manner. this will improve the performance level of the company. in
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