Comparing and Contrasting Leaders and Managers at Marks and Spencer

This report provides a comprehensive analysis of leadership, management, and operations at Marks and Spencer (M&S). It begins by comparing and contrasting the roles and characteristics of leaders and managers, highlighting their responsibilities in various contexts. The report then explores the functions of leaders and managers within M&S, including planning, organizing, directing, staffing, coordinating, and controlling. It examines situational examples, such as conflict resolution and adapting to policy changes. Furthermore, the report delves into different leadership theories and models, including situational leadership, system leadership, and contingency leadership, evaluating their advantages and disadvantages. The key approaches to operations management are also discussed, emphasizing their importance in achieving business objectives and addressing factors within the business environment that impact operational decision-making.

MANAGEMENT &
OPERATIONS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
P1 Comparing and contrasting various roles and characteristics of leader and manager...........1
P 2 The role of a leader and the function of a manager apply in different situational contexts..3
Functions and role of leaders and managers of Marks and Spencer are given below.................3
P 3 Theories and models of approach, including situational leadership, System leadership and
contingency.................................................................................................................................4
P 4 key approaches to operations management and role that leaders and manager...................6
P 5 Importance and value of operations management in achieving Business objectives..........7
P 6 Factors within the business environment that impact upon operational management and
decision-making by Leaders and managers................................................................................9
CONCLUSION..............................................................................................................................10

INTRODUCTION
Business carry out various activities in work place in order to get desired results and earn
profits (Yoo, Sawyerr and Tan, 2015). Managers and leaders plays a crucial role in managing
and controlling all the commercial procedures which are essential for company’s growth and
development.
Report describe about Marks and Spencer which is a retail organisation that deals with
clothes and food items. Chosen firm puts its emphasis on providing superior services, in order to
satisfy customers requirements. The company has historically been an ideal retailer of “British
Quality Goods.” In 1960 M&S established its first Asian store at Kabul, Afghanistan. Marks &
Spencer introduced an online shopping service in 1999. It has headquartered at London, United
Kingdom with revenue of 10.622 billion. Assignment covers the topic key approaches to operations
management and role that leaders and manager perform. Importance and value of operations management
in achieving Business objectives.
MAIN BODY
P1 Comparing and contrasting various roles and characteristics of leader and manager
Leader of Marks and Spencer is responsible for every action of their group, they are in a
superior position to dominate people those who are working under it. They give instructions and
provides them with guidelines about completing a task. Whereas, manager’s controls and
manages all operations of M&S which will result in enhancing productivity and profitability of
business (Key differences between managers and leaders, 2017). They both play crucial role in
success of the organisation, it serves as proper link between company and stakeholders. There
are various roles and characteristics of leaders and manager that vary from each other.
Basis Manger Leader
Definition They are focused about setting
goals and objective of
business. Managers control
various circumstances of
business to derive valuable
output from it.
Leaders encourage and
motivate their followers to
achieve set goals and actively
participate in all activities of
business. This is functional
teams which work together to
accomplish target.
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Personality styles Tend to be problem solver and
provide individuals with
effective solutions to their
problems (Vashneya and
Gupta, 2017). It focuses on
aim and structures of
management to assure that all
commercial activity take place
in a systematic manner.
It is significant to have high
imagination skill to have a
great vision which will
increase profits. They
encourage team members by
assigning them with specific
task and challenging
individuals to take risk.
Oriented Managers are focused about
completion of task within
prescribe time frame with
effective utilisation of
resources.
Leaders motivate followers
and look after their needs and
requirements so it can be said
that they are people oriented.
Approaches to task They develop strategies and
policies and apply combination
of different ideas to assure
smooth working of business.
They select individuals for
performing a task on the basis
of capabilities this will lead to
success and increase overall
profits.
Critically evaluate business
problems and provide them
with effective solution on the
basis of knowledge and
experience they have (Uhl, and
Gollenia, 2016). They
motivate team members and
are concerned about solving
problems and perform
effectively.
Risk It follows proper guidelines
and strategies so there are
minimum chances of risk and
task is accomplished in a
desired way.
Probability of risk is maximum
as leader try implementing
new techniques and strategies
according to various situations.
Systematic hierarchy Formal authority, it delivers They adopt informal way of
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information using systematic
hierarchy in order to minimise
chances of confusion and
chaos.
communication as their main
objective is influencing and
motivating people to
accomplish goals.
Traits Manager usually adopt similar
styles and strategies to deal
with difficult situations
(Yahaya and Ebrahim, 2016).
Leaders are aware about
capabilities and skills they
have and establish unique and
specific identity. They have
courage of implementing new
techniques and stay transparent
and clear about decisions.
Goals Managers put effort towards
fulfilment of short terms goals
with definite guidelines
acknowledged by them.
They are encouraged team
members by providing them
with rewards to achieve long
term target of business.
P 2 The role of a leader and function of a manager in different situational contexts
Functions and role of leaders and managers of Marks and Spencer are given below.
Planning: This is a significant function of management performed by managers in order
to assure that goals of organisation are achieved (Turner, 2014). Marks and Spencer manager has
developed plan for increasing sales and overall revenue of business. Leaders motivate employees
to work in desired manner to accomplish necessary objectives. They communicate all relevant
information to employees and direct them to coordinate efforts in common direction. For
example, company can promote and advertise product to spread awareness among customers.
Organizing: managers divide work among team members according to the above
mentioned goals. Leaders allocate resources of Marks and Spencer company and encourage
employees to utilise the given resource to get valuable output from it. Assigning of task on the
basis of workforce capability is crucial function of management.
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Directing: Manager direct and give instruction to employees to complete task assigned in
a prescribed way. Leader of Marks and Spencer are responsible for establishing good team that
work together in a common direction to increase sales and overall profits of business.
Staffing: This is performed by both manager and leaders to get out the best individual for
performing the task (Schönsleben, 2016). Marks and Spencer recruit employees on the basis of
skills and capabilities they have so that resources are utilised effectively with minimum wastage.
Leaders play an important role in motivating workforce with effective communication of
information. They solve grievances and issues arising while working together because this will
hamper profits of company.
Coordinating: To get the desired result it is significant to establish coordination between
various functions of department like production, manufacturing, etc. goals of Marks and Spencer
is to increase sale, so it is crucial to have synchronization with various department. The role of
leaders is to use best practices within organisation frame work.
Controlling: It deals with evaluating of strategies and implementing them in business
process to get the desired outcome. Managers measure and compare actual performance with the
standard set by business, identify reasons of deviation. Leaders guide workforce to minimise
reasons of deviation and effectively utilise resources of Marks and Spencer.
Situation 1: Conflicts between team member is an adverse situation which organisation is going
through. Employees are not willing to work collaboratively because of difference in opinions and
thoughts (Ravindran, 2016). It is responsibility of manager to listen about various issues of
employees and provide them with solutions on the basis of experience and knowledge they have.
Situational 2: Marks and Spencer has changed its policy to enhance the productivity, workers
were resisting to change at work place. Leaders directed efforts of individuals in a common
direction and improved production activities regularly. They motivated staff to actively
participate in business process and provide ideas about minimising cost and increasing profits.
P 3 Theories and models of approach, including situational leadership, System leadership and
contingency.
Situational leadership: This style of leadership emphasis on skills and capabilities on
individuals that are required in performing of a specified task. Leaders of Marks and Spencer
select kind of leadership on the basis of various situations and circumstances (Situational
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leadership, 2018). Present situation of company Is that cost of operation has increased which has
resulted in decrease in profits and turnover.
Situational leadership style can play significant role in effective utilisation of resources
so that overall profits are not hampered (Sarti, 2014). They provide instructions and guidance
about the work which is assigned to employees. Leaders encourage active participation of
workforce so that they can share their ideas and opinions which best suitable for circumstance.
Effectiveness of leadership style depend upon the capability of understanding of leaders, best
alternate is selected from the available options.
Advantages
It is simple and easy to understand by leaders, they easily grab instructions which are
being said to them and respond immediately to it. Situational leadership is significant in
establishing good and positive relationship between managers and employees.
Disadvantage
It is a flexible approach and concentrate on achieving short term goals of business.
Situational leadership style put too much emphasis on instant needs and pay less attention on
long term needs of Marks and Spencer.
System leadership: Marks and Spencer use this technique to deliver various
circumstances to employees and encourage them to work accordingly (System leadership, 2017).
Systems Leadership help in establishing positive working environment where people work at
various level to enhance productivity and profits. It helps in analysing behaviour and attitude of
individuals in order to accomplish desired goals and objectives.
Advantages
System leadership style emphasis of working together as a team towards common goals,
leaders critically evaluate behaviour of individuals and use different tools for to motivate them
(Opresnik and Taisch, 2015). Business continuously take feedback from workforce about
business procedures this will create positive working environment.
Disadvantage
This is an imaginary situation and may to be applicable in practical situations. In this
style leader take suggestion form all team members this may lead to delay in decision-making
process (Oplatka, 2016). If not used effectively it may hamper the production and profits of
company.
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Contingency leadership theory: It is an effective style where leaders take decision on the basis of
circumstances. Contingency theory emphasis of following systematic hierarchy in order to
establish trust and confidence within team members. It is significant to measure transparency of
project to get desired outcomes and results.
Advantage
This will enhance productivity of Marks and Spencer because leaders will always select
best suitable style which is applicable in present situation. There are minimum chances of
confusion as messages delivered are transparent and specific, individuals follow all guidelines to
achieve target.
Disadvantage
It explains positional power of leader where they can reward as well as punish employees
for their performance level (Leader, 2015). Punishment can demotivate employees and hamper
their productiveness, people will not directly report to leaders thus it will spoil smooth working
of business environment.
P 4 key approaches to operations management and role that leaders and manager
Operations management is significant which will lead to efficiency by optimum
utilisation of resources and fulfilling all requirements of their potential buyers. This process deals
with managing of factors of production like raw materials, labour and energy and further
converting them into finished products.
Key Approaches to Operations Management
Six sigma: It is set of techniques which deals with continuous improvement of business
process in order to get valuable process. It emphasis on minimising the defects in the products
and services which will result in increasing profits. Six sigma enable Marks and Spencer to
analyse and measure performance level within the organisation (Nanjundeswaraswamy and
Swamy, 2014). In addition to this it helps in achieving goals and objectives to deliver quality
products at minimum cost.
Total quality management: This is an effective management technique used to achieve
long term success of Marks and Spencer along with customer satisfaction. TQM is customer
focused strategy where employees are involved in regular improvement of business procedures.
Marks and Spencer provide workforce with training to satisfy need and requirement of clients.
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Managers of company encourage employees to work hard ans stay committed towards one
common goals.
Role of manager
 Mangers perform all duties and activities which are essential for growth and development
of Marks and Spencer. They communicate instructions to subordinates and expect them
to work accordingly for smooth functioning of all departments. They continuously monitor and measure performance of employees and identify key
areas of improvement (Khan, 2017). In addition to this they also provide them with
measures to manage deviation.
Responsibility of manager
 It looks after various process of business and assure that all resources of Marks and
Spencer are effectively utilised. Moreover, the put emphasis on minimising cost of
operation and increasing overall revenue of business. Managers delegate its work among the employees so that they can work in a required
way and complete task effectively. Delegation of work will assure the success of Marks
and Spencer by identifying capabilities and skills of workforce.
Role of leader
 Acts as a representative of organisation, leaders of Marks and Spencer communicate
relevant information to outside public in general meetings and conferences. Leader coordinate efforts of employees in a common direction thereby fulfilling all goals
and objectives of M&S.
Responsibility of leader
 Assures that all conflicts' and issues between workforce is resolved and they work
together as a team (Goudie, 2018). Leaders listen all problems of employees and provide
them with solution on basis of their knowledge and experience.
 They are responsible for guiding and encouraging staff members so that they can
accumulate their interest in achieving mutual goals.
P 5 Importance and value of operations management in achieving Business objectives
Importance and value of six sigma’s
Elimination of Variation: This is a significant for identifying key areas of improvement
that will enhance productivity and minimise cost of operation. Six Sigma can be used for
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reducing wastage during business process (Dibrell, Fairclough and Davis, 2015). It helps Marks
and Spencer for delivering valuable services and products at economical cost.
Reduced defects: Six Sigma is crucial for reducing defects by identifying the problems
and issues of employees. They can increase quality of services and products by adapting
innovative techniques and procedures.
Continuous improvement: This is an essential tool to identify the areas of lower
performance and production. Continuous improvement is possible if they identify their weakness
and work towards it continuously. Marks and Spencer develop valuable products and services by
improving existing services to satisfy needs and requirement of clients.
Definition of quality: Six Sigma is used to monitor defects in products and process and
provide measures to deal with them to assure high performance work. Marks and Spencer use
this strategy to make its defects nearly to zero. This is a standard process which encourage
business to focus on quality attributes like customers' satisfaction with minimum wastage.
Useful planning tool: It is important because it has been successful planning tool used by
Marks and Spencer to visualise the quality of business situation. It emphasis of achieving long
term goals like productivity and profitability (Bromiley and Rau, 2016). Company identify needs
and requirement of customers and take necessary measures to satisfy them.
Importance and value of Total Quality Management
Strategic planning: it helps management in prioritizing the work and focus on efforts of
employees which is essential in implementation of plans. Marks and Spencer critically evaluate
business environment and anticipate the changes to identify position of company. It is important
to have product differentiation in terms of quality to develop competitive edge in marketplace. In
order to meet customers, demand this quality approach is utilised.
Clients satisfaction: Marks and Spencer has better products and services and it is crucial
to have regular interaction with customers. In addition to this they address all complaints of
customers and provide them with effective solution. Higher level of customer satisfaction means
that people are satisfied with their services and it has minimum scope of complaints and issues
(Alvehus and et.al., 2016). Moreover, it will lead to increase number of shares in market by
attracting more of new customers
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Defect reduction: TQM focuses on improving quality of process by identifying the
numbers of errors that are to be reduced. It reduces cost of operations because there is no
requirement for assigning quality team,
Motivate employees: success of Total Quality Management depends upon participation
of employees in various process of business. Marks and Spencer has noticed improvement in the
performance of employees due to identifying of key areas (Yoo, Sawyerr and Tan, 2015). In
addition to this it reduces employees turnover because they are happy and satisfied with the
working environment of organisation. More over reduce cost of hiring and training of new
workforce thus by increasing overall profits and productivity of business.
P 6 Factors within the business environment that impact upon operational management and
decision-making by Leaders and managers
External factors play a crucial role in decision-making process of business, some of them are as
follows.
Political factor
Government has various rules and regulations which are mandatory to be followed by
business. For example, Marks and Spencer has adapted Health and Safety Act to minimise
accidents which are hazardous in nature to assure safety at workplace. If an organisation does not
follow this law, government will take strict actions against them like penalty, fines etc. this will
lead to break down of Marks and Spencer (Yahaya and Ebrahim, 2016). According to BBC news
organisation would be the first retail company which uses recycled packaging and looks after the
welfare of animals.
Negative impact
If M&S do not follow rules and regulations of British Government, it will negatively
impact on every employees working in it. It will decrease productivity which will hamper profits
and revenue generation of business.
Positive impact
Organisation supply valuable products and services with compliance to law this is
essential in establishing good brand image and increase customers base. Foods and clothes are
designed according to needs and requirements of clients which will satisfy their demands.
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Economical factor
In business environment economic elements are uncertain and uncontrollable which
affects sales and growth of business. People do not prefer spending money on luxury items when
economy is facing downfall. Change in economic cycles has forced Marks and Spencer to shut
down its operations and reduce employees turnover (Vashneya and Gupta, 2017). Company has
to change its operations in order to face economic recession. For example, they can offer
discount and come up with innovative offer to grab attention of potential customers.
Negative impact
Fluctuations in economic cycle can hamper turnover of the company thus affecting
overall profits of the organisation. Marks and Spencer has to put more efforts to deal with market
flow and maintain sustainability.
Positive impact
Company can manage its business operations by recruiting more of employees thus by
enhancing overall profitability.
Technological factor
In current world technology has important role, M&S has invested capital in
technological advancements. They have developed their official website where customers can
place order of products online and get delivered. Customers can use their mobile phone for
online purchases (Uhl, and Gollenia, 2016). Marks and Spencer emphasis towards ethical green
practices which are mandatory to be followed by business.
Negative impact
Technological advancements can negatively impact surroundings and overall business
environment. It is important for business to look after need of environment and take necessary
measures to protect them. Advance technology release harmful gas in the atmosphere which will
hamper the environment and surroundings.
Positive impact
Online trading services has increased base of its customers because people find it more
convenient and flexible.
Legal factor
Company uses Omni channel for delivering products and services to the clients at their
respective house or destination. Marks and Spencer emphasis on saving the resources for future
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