Management and Operation: A Report on Marks and Spencer's Strategies

This report provides a comprehensive analysis of management and operation within Marks and Spencer (M&S). It begins with an introduction to management and operation, emphasizing its role in optimizing resource utilization and achieving organizational objectives. The report then delves into the roles and characteristics of managers and leaders, differentiating their responsibilities in dividing work, monitoring performance, providing direction, and offering feedback. It explores how leaders and managers adapt to various situations, including moderate, slow-to-moderate, and fast-changing market environments. The report further examines different leadership styles such as situational and system leadership, and their application in addressing challenges. Key approaches to operation management are discussed, highlighting their importance in achieving organizational goals and objectives. Finally, the report analyzes the business environment's impact on decision-making by leaders and managers, concluding with a summary of the key findings and references.

MANAGEMENT AND
OPERATION

Table of Contents
INTRODUCTION ..........................................................................................................................4
Task 1...............................................................................................................................................4
P1 Role and feature of manager and leaders...............................................................................4
Task 2...............................................................................................................................................6
P2 Role of leader and function of manager in different situations.............................................6
P3 Different theories and leadership styles.................................................................................7
Task 3...............................................................................................................................................9
P4 Key approaches to operation management............................................................................9
P5 Importance of OM in achieving organisation objective......................................................10
Task 4.............................................................................................................................................12
P6 Business environment which impact on decision making by leader and manager..............12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
Online.............................................................................................................................................15

INTRODUCTION
Management and operation is a process which help company to reduce wastage by using
the available resources in correct format. Operation manager is responsible for carrying out
quality products and services with minimum resources which provide healthy relation of
organisation and customer and thus it helps company to earn higher profits and goal and
objectives can be achieved in proper manner (Lisi, 2010). There is a high competition in market
and to compete with such it is needed concept to have management and operation department in
industry which help firm to get stable in market for longer period. The report is based on
MARKS AND SPENCER, which is a founded by Thomas Spencer and Sir Michael Marks in
year around 1884 in UK. The company sells clothing, home items and luxury food products.
Assignment will discuss about role and characteristic leader/manager play, their role and
function in different situation, various leadership approach of leadership and key approaches of
operation management. Apart from all such it will also discuss as importance of OM in
achievement goal and objective and business environment which impact on decision making of
leaders.
Task 1
P1 Role and feature of manager and leaders.
The manager and leader is such which help organisation in order to attain their goal and
objective in proper manner. They both are responsible for getting the effective working by
employees as such help in gaining higher profits as well. The various role and characteristics of
leader and manager is as follows:
MANAGER:
Manager is that person who is responsible for creating and making of policy and
procedure for the whole company as one. They divide work and task according to their
specification, knowledge and various department which help company to get effective and
efficient working in proper manner (Lindström and et. al., 2012). Various role and leader of
manager are as follows:
Role:

Divide work: The manager is responsible for dividing the work in effective manner and
thus this helps organisation to attain their goal and objective in perfect way. Dividing work
according to department makes firm to complete their task on time and somewhere this help
entity to get higher profits as well. Dividing task help in bringing coordination in firm which
reduces the chances of getting work redundancy in industry.
Monitor: The manager are such which monitor every task of employees to know that they
are performing in right context or not. Monitoring things in organisation help firm to receive
higher productivity and performance which make entity to attain their organisational goal and
objective in effective way (Handschin and Petroianu, 2012). Monitoring by manager make them
to provide them the right direction so that they can work in proper manner.
FEATURE:
Coordination: The manager is that person who is responsible for getting the coordination
among various department of firm which make them to receive the organisation goal and
objective in effective manner. Thus manager encourage every person to work in right context
and help other to have effective working which make them to have an efficient working and all
such coordination help firm to increase the productivity and performance of employees as well.
Positive attitude: It is needed to have a positive attitude of manager towards the work
which make them to get effective working which help organisation to achieve their goal and
objective in proper manner. Accordingly positive attitude is such which affect the enthusiasm of
employees and influences workers too have an effective work and with dedication and discipline.
LEADER:
Leader is such person who works under the manager and thus they are those who are
responsible for influencing and motivating employees so that effective working can be seen from
such workers which help in attaining the company goal and objective (Chen and et. al., 2010).
Role:
Direction: Leaders are those who are responsible for providing direction to employees
which help worker to complete their task and work in proper manner. Right direction work also
help in increasing the quality of work and this help employees itself in increasing their
performances and productivity in effective way.

Feedback: The leader is having responsibility of monitoring work of employees and
provide feedback to senior executive of company so that accordingly they can make policy and
procedure for workers in proper way. Feedback is always required of lower level so that leaders
can motivate them accordingly.
Feature:
Confidence: The leaders of M&S has the great confidence in them they can complete
such task in proper manner and thus confidence is that which help leaders to face any situation in
effective way and influence their employees or followers to face such challenge and situation in
particular manner which reduces the risk as well and somewhere this help in attaining goal and
objective in proper manner.
Communication: This feature of leader is the base of any organisation if they want to
achieve higher result in market. Thud communication is required to be done in between every
member of company and in between the department as well which bring firm to achieve goal and
objective of firm (Chen and et. al., 2011). Communication help leader to influence and motivate
employee so that they can work in right direction.
Task 2
P2 Role of leader and function of manager in different situations.
In this competitive world it is required by firm to face many challenges in market.
Although various role of leader and function of manager help company to face such challenges
in effective way. Different situation is such which affects working of company in great way.
Various situation can be like moderate, slow to moderate situation and fast changing situation are
there which has to be faced by every company not only by MARKS AND SPENCER. As when
market changes the preferences and needs of customer also changes with time in greater manner.
The different situation which is being faced by firm are as follows:
Moderate situation: This situation is such which make MARKS AND SPENCER to
work more effectively in market as demand and needs of many customers also changes with time
and thus it affects the performance of M&S. Although such situation is that in which company
wants to stay for longer period (Casolino and et. al., 2012). Therefore its quite tough to manages
such position by company as in particular this scenario quality products and services has to be

provided which bring satisfaction to consumers as firm still selling quality items to ultimate
customers. The leader and manager is such which help company to maintain this situation for
longer. They design and implement plan is great manner which help firm to be on moderate
situation. It is required by company to change the procedure and quality products according to
the customers, company has to know the customer demand and preferences for particular items
so that they can provide same to them in effective way. Entity has to take feedbacks and
recommendation from customers as which help firm to improve their services and procedure of
making which help industry to retain their existing consumer or long and it help in attracting
more prospect as well.
Slow to moderate: In this situation the M&S work hard and it is required by company to
know customer likes and dislikes of customer which help firm to produce such product which
can satisfy consumer needs and wants in proper manner. Slow to moderate situation is such in
which quality product and services has to be provided to customer which help firm to sell their
product and to get stay in market for longer period (Burke, 2013). Slow to moderate is such
situation which makes entity to perform in great as to increase goodwill of company in perfect
way. M&S industry and their leader and manager are such which help firm to attain their goal
and objective in proper manner. The both pillars of firm help them to face any situation in great
manner. Thus they go with research where they get information about the likes and dislikes,
preferences and needs of customers and accordingly to that producing such which can meet
demands of customer in efficient way. Organisation has to accept the changes in proper manner
which help to attain their targets and aims.
Fast changing situation: The time is running at higher speed as such to cope with such
the company has to face many challenges and situation. New technologies and change in
customer demand and preferences is also changing with time which is affecting company in great
way. The manager and leader are those who is helping industry to face all such things in very
effective way. They both motivate and influence their employees in such a way so that their
employees can adapt changes and can work according to every situation (Baboli and et. al.,
2014). Fast changing situation is that which can make a company or can make firm to wind-up in
few days. Thus, the thing required is to face all such challenges and situation in perfect way. Fast
changing situation also provides a chance to earn higher profits, if it is taken in positive manner.

P3 Different theories and leadership styles.
There are various leadership styles available for leaders to face any situation in company.
Such leadership theory is used at a time when different situation come in between firm and
which become hurdle for them to achieve their goal and objective in great manner. Different
theory of leadership are situational, system and contingency leadership style which is used in
various situation faced by firm. Leaders are such which help company to have a effective
working by employees and for such they uses different type of leadership style to get the work
done by employees in proper manner and in exact format as well. The leadership style are
discussed as:
Situational leadership style: In industry there are various situation which affects the
working criteria of M&S and face many situation which create hurdle or hinder in between the
effective working of employees. As leaders are those who use their different leadership style in
every situation which make employee to overcome such hinder and hurdles in proper way and
continue to do their working. Leaders influence and motivate their workers in such a way which
help them to face any challenge and situation in efficient manner and thus leaders are effective
when they uses their styles in effective way at different situation where company get stuck in
their working scenario (Aleandetal, 2010). Leaders teach their employees about their risk in
between their work and all such worker overcome and minimise the risk as such leaders help
them to do such in proper manner. Although it help firm to attain their goal and objective in
effective way which make industry to earn higher profits in competitive world.
Illustration 1: Leadership theory

System leadership: Leaders are those who are responsible for bringing the framework in
perfect way, which clarifies image of complicated situation in company and leaders help in
transforming the complex situation into dynamic nature. In this style, it is included as leaders are
nothing without their followers. Although leaders would not be able to work in effective way, as
if there is no one to listen them. Leaders are those which motivate and influence various
employees to work in right direction. As employees and members would not listen to him/her
then there is no requirement of leader in firm. System leadership is required in every organisation
like M&S so that leaders can motivate and influence their employees to work in right direction
which make them to have a effective performance.
Contingency leadership: This kind of leadership style is that which is very similar to
situational leadership style. In this leadership style the company wait and observe leaders that,
how they react and take action to face such situation in proper manner (Nakayama and Bucks,
2012). This help company to use their leaders when they get stuck somewhere in work and
leaders do help employees and member to overcome such and continue with smooth functioning
of their work. Therefore the company has a measuring scale which help them to know which
kind of leaders he/she is in M&S. The measuring scale has two sides a higher note and lower
note, although if leaders comes on higher note then he/she is a relationship oriented person and if
he/she comes on the lower note then he/she is a task oriented people and complete their work on
time.
Great man theory: This theory says that leaders are born they are not made. As it means
that people from starting leads others are knows as born leaders. Such people influence others to
work with their charisma, personality and their style of wisdom (Neck and manz, 2010). They
have the skill to get the work done by others in effective way. They create such influencing and
motivation power and motivate other in such a way that other people get ready to work for
him/her in best way.
Task 3
P4 Key approaches to operation management.
Operations Management is one of most important management in an organisation. Marks
and Spencer also keeps on using this type of management where Both leaders and managers tries

to do improvement time by time in this field. This is management of producing services and
goods from start to end point of production period. As Input of labour, energy, raw materials and
resources to output of fine products and services (Pinkerton, 2011). Managers and leaders tries to
control process of production by using this kind of management to increase efficiency of workers
so that they can finish given target right on time or may be before set time frame.
Key approaches under operations management: Just-in-time(JIT)- This is one of the approach where companies does try to reduce the
flowing period of time of the production system and also the response time of the
suppliers that gives benefit to the firms. As they don't need to buy extra raw material
which stops a company from spending more wealth which ultimately becomes a profit
source for an organisation and it also helps in saving environment because of less usage
of the limited resources. Continuous Improvement- This is a running process where leaders and managers tries to
improving the quality of their products and services by some modern ideas. This could be
helpful in keeping the goods and services in the running market of the organisation and
this needs to be done regularly. Total Quality Management(T-Q-M): This term is useful for long term success where
companies tries to improve there products and services on a regular basis which is
beneficial for a firm as satisfied consumers gonna keep their trust on their services and
products. Lean Production- Under this approach firms reduces the wastage of the raw materials
while manufacturing process without compromising in the productivity of goods. In other
words reducing or removing the extra part of the design, distribution and production part
which brings down the time frame and also the products cost that can be a profitable for
an organisation. Queuing- Queuing is a part where managers tries to queue the products in the most best
possible way which increases the sales of the products which is beneficial for the
organisation as it maximizes the profit. Marks and Spencer also tries to do the same for
increase in the profit by queuing the products at the right place.

 Six Sigma- This is also an ongoing process where companies does tries to improving the
quality of the products by using this method by using different tools and new techniques
and by these tools and techniques organisations tries to reduce of remove the
imperfectness in the manufacturing process.
Role of leaders and managers in operations management:
In operations management managers and leaders both plays there own part in different
ways but for the same thing and that is achievement of the set goals in a set time frame for the
best outcome in the name of profit for the organisation. A leader is the one who shows the path
to their followers and keeps on motivating them and they are also the one who represents the
firm where a manager is the one who manages the work in the organisation like managing the
work of their employees they also look at the resources and business enterprises of the company
(White, 2016 ). Both leaders and managers does tries to set there goals and motivate the
employee/subordinates to complete or finish there work in the set time frame. They also educates
them in smarter ways in between or give training if they feel like there team need it. That is also
profitable for the company and reduces the risk factor.
P5 Importance of OM in achieving organisation objective.
Operation management is that which help company to work in effective way which help
firm to attain their goal and objective. Management and operation such which help company to
work in effective way, as such operation manager help firm to reduce the wastage and use
minimum resources in production of quality products and services in proper manner so that
customer can be satisfied with M&S and this can help entity to attain their goal and objective in
effective manner. Various part of operation management which help organisation to achieve their
targets and aims as those are:
Employee motivation: Production of quality products and services is dependent on the
employee. It is required by firm that their employee should be motivated to perform in better
way. Leaders and manager both plays effective role in this, as they are responsible to motivate
and influence them to get the work done in proper manner. Employee motivation towards their
work in needed concept and this help to complete their work and task on time and makes
company to attain their goal and objective in right format (Winget and Thomson, 2010). Their

motivation can be build by providing them efficient rewards and remuneration which make them
to work in proper manner.
Reduce wastage: The reduction in wastage of resources and using such in perfect
manner help company to produce quality products and services which make firm to achieve its
goal and objective in proper way. This make firm to use less input to produce great output.
Reduction in wastage of resources make company to use quality resources in effective way. The
resources which get wasted be used in innovative method so that raw material can be used at its
ultimate best. This concept also help in reducing cost of production as well and with such the
price of product and service is also set at reasonable point.
Coordination: The operation manager thus help in bringing the coordination among
various department which help in bringing the effective working by employees which results into
attainment of organisational goal and objective in proper manner. Coordination among various
employee and department help company in the reduction or minimising conflict scenario in
organisation which help in getting effective working it directly affects towards achievement of
targets and set standard (Mohammadi and et. al., 2013). Coordination and collaboration among
every thing makes an efficient completion of task.
Maximising profit: The operation management and manager is that who work
effectively in organisation. Production of quality products and services with best resources help
company to increase their sell. Customers are rationale in nature and thus want those product or
service which can provide them satisfaction for the amount they are paying for. The M&S do the
same they provide such item to consumer which can satisfy them in efficient manner. Hence,
thislearning theories increases the selling of their product and service, it directly help in earning
higher profits. Higher the sell and it makes to earn large profits as well.
Managing budget: It is required for company to manage the budget in proper manner.
Although this help firm to divide finance in various department and help entity to know in which
thing they spend lot amount to have proper working in organisation. Budget is that which make
firm to perform in better manner (Ruiz-Alvarez and et. al., 2012). As such also help to know the
amounted spent on resources and production to know what profits exactly earn by company. In
this way. Budget also help firm to attain their goal and objective in perfect way.

Satisfaction of customer: Although it is something which has to be given to customers
by providing them quality products and services. It is needed thing for company to satisfy their
customers in perfect way so that they can become existing customers for longer period and this
makes to earn higher profitability and earning as well. Customer demand changes with time so it
become quite complex for them to satisfy their needs and preferences in proper manner. But
M&S manages such in proper way and they easily handle all such in greater manner.
Task 4
P6 Business environment which impact on decision making by leader and manager.
In this competitive world, there are various factors which is having there impact on
business environment and mainly on decision making scenario of organisation. M&S has various
internal and external environment which is being affected by changes in market and all such
affects the internal decision making in great way (Cheng and et. al., 2012). The firm has a great
implication when changes are made in environment and thus at such time the manager and leader
play an effective role as because they motivate and influence each and every employee of firm to
accept such changes and work with new technology in proper manner. The internal and external
environment are as follows:
Internal environment:
Changes in environment affects the business from inside as well such thing known as
internal environment and thus it is required by senior executive to make a effective decision for
company so that they can face challenges and factors in proper manner. The internal factors are
as follows:
Customers: This factor is an internal factor as these are those who makes firm to earn
higher profits, as the decision power related to this is also gets affected when their preferences
and demands of customers also changes. It affects the decision making of company. The demand
of customer does not get stable in entity and thus it makes firm to satisfy such, as in such way
customer affects internal environment in great way.
Suppliers: The changes in environment and increase in competition also affects to have
decision on to choose the best supplier of raw materials to produce quality product and service in
company. Changes in environment also makes suppliers to increase prices of raw materials and it