Marks & Spencer: Leadership and Management Roles, Theories, and Models

This report provides a comprehensive comparison of leadership and management roles, exploring the characteristics of leaders and managers within the context of Marks & Spencer (M&S). It examines the roles of leaders and managers, including decision-making, risk-taking, problem-solving, team building, and conflict management. The report delves into various leadership theories and models, such as situational leadership, system leadership, and the contingency model, along with autocratic, democratic, bureaucratic, and laissez-faire leadership styles. It also analyzes the strengths and weaknesses of different approaches, including trait theory, behavioral theory, and human relations theory. Finally, the report touches on key approaches to operation management and the roles leaders and managers play within these approaches.

Management and Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
P1 Compare the different roles and characteristics of a leader and manager.............................4
M1...............................................................................................................................................5
P2 Role of leader and function of manger..................................................................................5
P3 Different theories and models................................................................................................6
M1...............................................................................................................................................7
M2...............................................................................................................................................7
D1................................................................................................................................................7
TASK 2............................................................................................................................................8
P4 Key approaches to operation management and role that leaders and managers play............8
P5 Importance and value of operation management...................................................................9
P6 Factors within business environment which impacts operational management and decision-
making by leaders and managers..............................................................................................10
M3.............................................................................................................................................11
M4.............................................................................................................................................11
D2..............................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
In each and every company, managers have to do proper supervision of different
operational activities so that they can provide or deliver the best services to their service users.
Management or oversight is the process which assists in dealing with or controlling different
things or people (Arnold and Loughlin, 2013). When the employees of the firm have to do proper
supervision of the different operational activities and on the basis of that they have to use the
appropriate strategies of the business entity. Along with this staff members have to put more
efforts in coordinating the work so that they can make best and appropriate products which assist
in fulfilling the needs and wants of the consumers and according to that they can attain the goals
and objectives. The employees of the business entity have to use appropriate managerial
functions which includes planning, organising, controlling and direction so that they can
accomplish the targets. The present assignment is based on Marks & Spencer (M&S) which is
the major British multinational retailer that is listed on the London Stock Exchange. In the below
mentioned report, comparison on different roles and characteristics of a leader and manager
along with the functions of a leader or manager by using different theories and characteristics
will be discussed.
TASK 1
P1. Comparing different roles and characteristics of a leader and manager
Leaders and managers are important people in organisation as they help in making
correct and appropriate decisions for the betterment of company. They have to use new and
appropriate ways which helps in attaining the goals and objectives effectually. In the company,
leaders are the individual person and they make their own goals which will help in
accomplishing the goals which are pre-decided by the owner of M&S. But on the other side, in
the firm managers have their own roles and responsibilities which they have to fulfil and by
managing the cost of the products and services they can generate more and more revenue
(Baldwin, Allen and Ridgway, 2010).
On the basis of orientation, leaders of Marks & Spencer are vision oriented which
succour in doing proper thinking about the future. Whereas, manager of company are process
oriented as they complete the task by using appropriate process along with the system. Managers

of the firm are career oriented as it helps in managing and developing the career so that they can
attain the targets (Barratt, Choi and Li, 2011).
On the basis of decision making, leaders are the person who take effective decisions of
company without any hesitation. Along with this they have to take more risk so that they can
generate more and more revenue. But on the other side, managers are those who always depend
on the decisions which are made by superiors or higher authorities of business entity (Brandon
and Mullan, 2013).
According to conflict resolution, leaders are the individual person who always put more
efforts to resolve the conflicts so that they can properly deal with that. But on the other hand,
managers are the person who always avoid the situation of conflict.
On the basis of focus on results, leaders of Marks & Spencer always focus on outputs
which they are attaining. But, managers of M&S always focus on the process which helps in
attaining outcomes and according to that, they can accomplish the objectives by using available
resources (Chin, 2010).
According to responsibility, leader is the person who always take responsibility to do
work in a proper and appropriate manner. But manager takes credit for doing the work.
P2. Role of leader and function of manager
There are different situations which leaders and managers of Marks & Spencer are facing
and they have to adopt the managerial functions which helps in managing all the work so that
they can not face any issues and accomplish the targets. In the company, there are different
situations which are occur and in this leaders and managers having different roles and functions
which are to be used. They are:
Decision making: The manager of Marks & Spencer has to make correct decision by
involving other employees, leaders as well as subordinates have to adopt the appropriate decision
among the distinctive alternatives. If the company wants to attain goals and objectives then
leaders and managers have to make accurate and relevant decisions (Cho and Dansereau, 2010).
Risk taking: In firm, they have to make proper decisions and to attain the success in
competitive market, leaders as well as managers have to take more risk so that they can generate
more revenue. Along with this, for providing the qualitative products and services to consumers,
they have to take more risk (Dekker, Bloemhof and Mallidis, 2012).

Problem solving: The leader of Marks & Spencer has to resolve the problems of their
subordinates whatever they are facing by using appropriate tools and techniques and managers of
M&S have to resolve the obstacles of leaders or other employees by adopting correct instruments
so that they can accomplish the goals and objectives effectually.
Team building: Leaders as well as managers of company have to make or build team in
which all team members would have the best knowledge and skills which help in producing the
best products and services to consumers (Haider and Riaz, 2010). Among all team members,
trust is necessary so that they have to maintain the trust which helps in attaining success in the
competitive market.
Conflict management: The leaders and managers of Marks & Spencer have to manage all
conflicts which occur in the firm or among employees. So, they have to manage conflict by using
the different methods. A Along with this it is the process which succour in learning so that they
can attain better results by doing work in a team and this will also assist in accomplishing the
goals and objectives (Krajewski, Ritzman and Malhotra, 2013).
P3. Different theories and models
There are different theories as well as models which can be used by the leader of Marks
& Spencer so that they can manage the work and attain goals and objectives.
Situational leadership: It is a theory which is included in leadership that helps leaders in
completing the work with effectiveness so that they would become contingent on the basis of
their ability and according to that they can modify the management behaviour up to the level of
subordinates maturity as well as sophistication (Kuruppuarachchi and Perera, 2010). In this
theory, leaders as well as managers can change strategies according to the situations so that they
can meet the needs and wants of consumers. When this style of leadership is used by them then
this helps in developing or improving people along with the groups which are doing work
together.
System leadership: It is also a part of leadership theory which helps in managing the work
of employees of Marks & Spencer. Along with this, it also assists in managing discipline which
assist in examining or analysing the interaction between diverse components which are identified
by using or adopting different systems. Staff members of M&S have to follow appropriate
system along with the process so that they can manage their operational activities which help in

attaining the goals and objectives as well as aid in boosting their performance along with the
productivity (Lin and McDonough III, 2011).
Contingency model: This model of leadership is related with the situational theory and it
helps in accentuation of both manager as well as leader. Along with this it also help them in
doing the proper operations in the business activities in attaining the goals and objectives. They
have to maintain their interpersonal relationships so that they can get the motivation as well as
encouragement and provide the best services to their consumers. The managers and leaders of
Marks & Spencer have to follow the proper structure in the firm so that they cannot face any
obstacles in providing services so that they can accomplish the goals and objectives and attain
the success (Mayer, Kuenzi and Greenbaum, 2010).
Autocratic: It is a type of style which can be adopt by manager to control all decisions of
business entity along with the involvement of staff or group members. It assist in making correct
and relevant judgement based upon choices and take advice from their followers.
Democratic: All the members are included in decision making process but the final decision is of
the leader. All the people involved in this leadership style use to be engaged in doing creative
things and decision making.
Bureaucratic: It is also a part of leadership and also based upon official duties under hierarchy of
authority which applies a system of rules for management of business entity as well as decision
making.
Laissez faire leadership approaches: These leaders give lots of freedom to their team members on
the way how they do their work, if the members want any kind of advice then they use to give
otherwise they do not involves in the whole activities. These kinds of group should have good
skills and self motivation.
M1
There are different theories which can be used by the leaders and that help in providing
motivation and also assist in managing the work so that they can attain success. The thesis which
they can use are trait theory and behavioural doctrine as this proposal helps in focusing on the
behaviour of the leaders so that they can collect the appropriate information. The philosophies

which manager can use are human relations thesis and chaos speculation (Morgeson, DeRue and
Karam, 2010). Human relation theory helps in managing the relation with consumers as well as
other employees so that they would not face any problem and attain success in the competitive
market.
M2
There are different approaches which can be used by leaders and managers having some
strengths and weaknesses. Some of them are:
Trait theory:
Strength: It is a theory which is pleasing in nature and valid for lot of research.
Weakness: It is complex in nature and most of the factors which are included in this are related to
situational theories (Müller and Turner, 2010).
Behavioural theory:
Strength: It provides appreciation and also helps in maintaining relation with the employees and
managers.
Weakness: It is over simplified.
Human relations theory:
Strength: It provides more equipment so that they can handle interaction between person to
person when the consumers of the firm facing issues.
Weakness: They are not always friendly (Salahuddin, 2010).
D1
According to Schyns and Schilling, (2011), it has been interpreted that situational
theories helps in doing the leadership to the leaders in the different situation which are occurred
in M&S. They have to complete the task in a proper manner. In system leadership theory, they
have to follow the geographical boundaries with range of culture so that they can do managerial
control. It helps in improving the productivity and profitability so that they can attain goals and
objectives effectually.
TASK 2
P4. Key approaches to operation management and role that leaders and managers play
There are distinctive approaches which are related to the operation management which
includes:

Dynamic approach: This approach is used by the employees of Marks & Spencer which
helps in analysing and evaluating operation management as it helps in dealing with the different
objectives by using the four key elements which includes knowledge, learning, contingencies
along with the problems which they are facing they have to resolve that. When they are using
upgraded technology they have to take proper training so that they can increase the proper
knowledge which helps in improving the efficiency (Sheu, 2010).
System approach: This approach is also used by Marks & Spencer and this helps in
collecting or gathering accurate information or other interrelated parts which help in acting
together so that they can accomplish the goals and objectives. System approach helps the
organisation to know about their objectives and the system of the organisation can be ruin in a
smooth manner. Along with this they have to provide the positive environment also.
Total Quality management: It is a type of system which can be used by manager and it is based
upon distinctive principles. Along with this, in this system involvement of employees is
necessary which will assist in maintaining high standards of products in competitive market.
Just-in-time: It is a type of strategy which assist in providing better quality of merchandise so
that they can attract large number of consumers and according to that they can attain maximum
revenue.
Six Sigma: This is also a part of system which assist in analysing as well as calculating defects
and reduce them. It aid in boosting capability of employees as well as process which they are
adopting for producing products and services.
The leader in Marks & Spencer plays an important role in the operation management and
they are require at higher levels of the firm. It assists in segregation as well as accommodative
personal goals with the targets of organisation which are pre decided by the owner of M&S.
Employees have to put more efforts so that they can co-ordinate the work and achieve their
common purpose (Shondrick and Lord, 2010).
Manager is an important and essential part of Marks & Spencer as it helps in making
decisions for the betterment of the firm by using the correct knowledge and skills. Managers of
M&S have to utilise appropriate resources so that they can maintain the cost in an effective
manner (Functions of managers, 2016). Operation manager of the company have to use the best
communication skills so that they would not face any issue in transmitting the problem and
according to that, they can set the goals so that success in the competitive market would be

achieved. The managers of firm have to analyse the work so that they can maintain the cost and
improve productivity (Tayur, Ganeshan and Magazine, 2012).
P5. Importance and value of operation management
Operations management refers to the administrative bodies of distinctive business
practices so that they can create the highest level of efficiency. Operation management of Marks
& Spencer have to manage all the activities and they have to convert the material along with
labour into goods and services so that they can maximise the profit of business entity. Main role
of operation management is to help in increasing the productivity as well as proficiency at the
marketplace (Ward and et. al., 2010). Operations of M&S affects the firm which is having an
ability to compete from their rivalries and also provide the offers or many opportunities for the
business entity to boost their productivity along with the profitability. In the management of
operations, employees of Marks & Spencer have to use appropriate and relevant resources so that
they can provide the best services to their consumers. Supervision of operations have to
supplement of all other activities of the business entity. They have to do research and develop
activity which helps in developing products and services so that they would become successful in
fulfilling the needs and wants of service users and M&S is having enough market potential
(What is Operations Management?, 2017). The employees of the company have to managed
their work so that all the operational activities done in a proper manner.
Operation management is important as well as necessary to all businesses when they are
manufacturing or producing the products and services which assist in reducing wastage of raw
material and helps in improving the productivity as well as profitability (Wilson, Sin and Conlon,
2010). Employees of M&S have to deliver the best consumer services by utilising relevant
resources which help in attaining the goals and objectives. There are different objectives of that
firm and that are depend on primary basis of management which will help in doing distinctive
operational activities by offering the appropriate quality of the merchandise with the cost along
with the speed. In the present market trends, every buyer focuses on different things which
include that if the quality of product is good of Marks & Spencer then the cost of the product
also increases with the accurate and comfort level.

P6. Factors within business environment which impacts operational management and decision-
making by leaders and managers
In the business entity, operations management plays an important as well as essential role
as it helps in accomplishing the goals and objectives. There are two types of factors involved in
Marks & Spencer, that is, internal as well as external.
Internal factors of the firm have to focus on owners of business entity and it includes the
distinctive factors which having an adverse influence on success of M&S. Along with this they
have to adopt relevant approaches which will help in doing the proper operations (Wong and
Laschinger, 2013). There are some factors which include: Financial variables: The employees of Marks & Spencer have to provide proper
resources as well as funding, investment opportunities as well as source of income from
which they are generated. The financial risk of business entity is based on financial
structure of M&S. By using proper funding along with the resources, they can do proper
financial transactions by using financial system and on the basis of that, they can
maintain and record data in a proper and efficient manner. For example, if the interest
rate changes then it is having huge impact on the business (Yang Hong and Modi, 2011).
 Internal relations: Manager of Marks & Spencer have to make their best relations with
employees along with the staff members which help them in providing the best products
and services to target consumers. They have to deliver the qualitative work which helps
in reaping goals and objectives in market when they are facing high competition.
External factors are those which are having a great impact on the business so that they
can raise the importance by handling them. Some factors are: Suppliers: It refers to those people who provide raw materials to company which helps in
delivering the qualitative products and services to service users. If the behaviour of
merchandise is not good then it affects the supply of raw material (Zhang, Wang and Shi,
2012).
 Competitors: There are so many rivalries in the market at the time of high competition
which will help in delivering the best product from the others at a low price and on the
basis of that they can succour the goals and targets. Moreover, for providing the best
products and services they have to use updated technology which succour in attaining
targets.

M3
The managers as well as leaders of Marks & Spencer have to focus on different
management functions so that they can provide the best and qualitative products and services
which help in attaining the goals and objectives (Management & Operations, 2017). the
employees of the business entity have to put more efforts so that they can make proper
coordination while doing work which will help in increasing the efficiency, productivity and
profitability. Moreover, leaders and managers have to make correct decisions that will assist in
doing proper improvement so that they can attain targets.
M4There are different factors which affect the business environment of firm like:
Political factors: It helps in analysing the political stability of company in the
competitive market and under the same, regulatory bodies have to provide proper support.
Economic factors: It assists in providing contribution in the economic condition, policies
as well as system which aid in expanding the international trade and stability of M&S in market.
Social factor: This factor is having an adverse effect on the business entity which succour
in raising diversity of consumers with high health consciousness.
Technological factor: The managers and leaders of firm have to use upgraded technology
so that they can make the products for consumers which helps in attaining maximum profit.
D2
As per the views of Zhang and Bartol, (2010), it has been analysed that management of
operations is necessary so that they can make proper plans and they have to organise as well as
coordinate all operational activities of company. Employees have to manage the quality of
products so that they can increase the sales and generate more revenue. The managers and
leaders have to make changes in the process which helps in fulfilling needs and wants of
consumers.
CONCLUSION
From the above carried out analysis, it has been analysed that managers of Marks &
Spencer have to fulfil their roles and responsibilities as well as leaders have to provide proper
encouragement to their subordinates so that they can deliver the best services to their consumers.
Along with this, manager and leader have to use different functions that is planning, organising
as well as controlling of activities so that they can attain the goals and objectives. Moreover,

distinctive theories and models should be used in a proper and appropriate manner. They have to
manage their operations so that they can accomplish the business goals and objectives.