Marks and Spencer: Unit 4 Report on Management and Operation

This report delves into the critical roles of managers and leaders within organizations, using Marks and Spencer as a case study. It differentiates between leadership and management roles, outlining responsibilities and comparing characteristics. The report examines the application of leadership and management functions in various contexts, including planning, organizing, directing, staffing, coordinating, and controlling. It explores the application of leadership theories such as situational, contingency, and system leadership. The report also explains key approaches to operations management and its value in achieving business objectives. Furthermore, it analyzes the factors within the business environment that impact operational management and decision-making, offering insights into the relationship between management and leadership in a contemporary business environment.

UNIT 4. MANAGEMENT
AND OPERATION

TABLE OF CONTENTS
TASK 1............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Lo1: Differentiating between role of leader as well as function of manager...................................1
P1: Defining and comparing different roles as well as characteristics of leader and a manager 1
Lo2: Application of role of leaders and function of manager..........................................................4
P2: Examining application of leader’s role and function of manager in various context......4
P3: Application of various theories and models of approach that includes situational
leadership, contingency and system leadership......................................................................5
Conclusion.......................................................................................................................................7
TASK 2............................................................................................................................................8
Introduction .....................................................................................................................................8
Lo3: Demonstration of appreciation of role of managers and leaders in operational function of
organisation......................................................................................................................................8
P4: Explanation of key approaches to the operations management as well as role of managers
and leaders play......................................................................................................................8
P5: Explanation of importance as well as value of operations management to achieve business
objectives..............................................................................................................................10
Lo4: Demonstration of relationship between management and leadership within a contemporary
business environment.....................................................................................................................15
P6: Accessing the factors within business environment, which affects upon operational
management as well as decision-making by managers and leaders.....................................15
Conclusion.....................................................................................................................................17
Bibliography..................................................................................................................................18

TASK 1
INTRODUCTION
Managers and leaders play a vital role in the functioning of an organisation. However, the
functioning of an organisation is impossible without a leader or a manager. The main aim of the
study in this section is to analyse the effects of managers and leaders within an organisation. In
this section, Marks and Spencer, a reputed retail organisation in the UK has been chosen. The
organisation has been developed in 1884 and gained a total profit of about 481.7 million in 2015.
This organisation follows a tall organisational structure that gives an opportunity to the
employees for responsibility and advancement in addition to communication. Roles of manager
and leader has been analysed in context to the organisation. In addition to that, application of the
role of leaders and manager has been analysed within the organisation with the help of various
theories and models.
Lo1: Differentiating between role of leader as well as function of manager
P1: Defining and comparing different roles as well as characteristics of leader and a manager
Roles and responsibilities of leader:
Leader plays role in the company in order to lead the overall group of people as well as
provide effective kind of guidelines which supports to achieve objectives in fruitful manner.
Major roles as well as responsibilities of the leader within workplace are like:
 Representative of the company in eyes of corporations and society.
 Communicate about the objectives and goals with its group and subordinates.
 Philosopher as well as guider for the team members.
 Prepare the team within working environment as per the specialisation and objectives.
 Provide proper frameworks to the team members in order to meet with the objectives
appropriately (Krajewski, Ritzman and Malhotra, 2013).
Roles and responsibilities of manager:
Manager having important role and place within firm who takes different decisions in
proper ways for achieve goals of the company. Moreover, roles as well as responsibilities of the
manager within workplace are such as follows:
 Make the business decision in proper and fruitful manner.
 Check and evaluate business conditions and take actions in accordance to that.
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 Evaluate all the objectives and goals that whether these are meet by organisational
members or not.
 Make changes and modifications in the production as well as business process.
Comparison between characteristics of leader and manager:
Characteristics of Leader Characteristics of Manager
A leader is defined as the person who leads a
group or a team within an organisation and the
ability of a person to lead employees within the
organisation is known as leadership
(McCleskey, 2014).
An employee who controls and manages a
group of employees within an organisation is
known as a manager. Manager of Marks and
Spencer manages and designs job of an
organisation in a manner to ensure that goals
and objectives of an organisation have been
met.
The leader has characteristics at the workplace
are like honesty, confidence, ability to
delegate, attitude in positive ways, high
intuitions, creative up to the higher level etc.
In opposite to the leader, various kinds of
characteristics of the manager within entity are
such as patience, cultural affinity,
prioritization, accountability, honesty etc.
Apart from this, at the workplace at the time of
leading group different characteristics the
leader has which are such as effective
communicator, sense of humor, ability to
inspire, responsible, fearlessness, supportive,
collaborative, respective, ability to celebrate
etc.
Moreover, some other kind of characteristics of
the manager while managing the firm are like
highly responsible, positive attitude,
competence, problem solving, decision maker,
being human, versatile, high knowledge, better
communicator etc (Parisio, Rikos and Glielmo,
2016).
The role of the leaders affects the behaviour and creates a positive vision of employees
towards the objectives of an organisation. A leader helps the employees working properly to
achieve goals of the organisation and enhance the productivity of the organisation (Morschett et
al. 2015, p.35). Effective decision-making process through better communication makes an
efficient leader.
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The manager's role is to develop organisational strategies, policies and make the strategic
planning of the work of employees.
In Marks and Spencer, a manager decides the goals that are to be achieved and leaders perform
the duties to achieve the set goals. The designs are being set by managers, whereas, leaders
motivate the employees in fulfilling the policies. Managers develop strategies and ideas that
would help in improving the employees (Parisio et al. 2016, p.28).
On the other hand, leaders help in implementing these strategies and ideas efficiently.
Managers direct the leaders for proceeding in a work and leaders help in inspiring employees to
perform their duties efficiently. Managers are said to have control and rational characteristics,
whereas, effective leaders are said to have charismatic and brilliant personality type.
In Marks and Spencer, leaders tend to follow Laissez Faire leadership for fulfilling the
duties as well as responsibilities. Within this type of leadership style, the team members are
allowed by the leaders to take every decision. In this type of leadership style, leaders in
performing their duties by their own provide complete freedom to the employees. After defining
the policies, limitations and objectives related to the work, complete freedom has been provided
to the team members to perform their duties themselves. A major advantage of this leadership
style is that it could be very much beneficial as well as effective in situations where team
members are highly skilled, talented, efficient and motivated. Since employees are highly skilled
and talented, they can perform their job efficiently without the leader's guidance.
Several kinds of functions plays by the manager in every organisation in order to run in
the industry and generate profit. According to the Mintzberg’s managerial functions there are ten
kinds of roles a manager play at the workplace of M&S. Moreover, such roles of manager are
follows:
 Figurehead
 Leader
 Liaison
 Monitor
 Disseminator
 Spokesperson
 Entrepreneur
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 Disturbance handler
 Resource allocator
 Negotiator
Lo2: Application of role of leaders and function of manager
P2: Examining application of leader’s role and function of manager in various context
Planning: Planning and setting objectives are vital roles of managers within Marks and
Spencer. The managers communicate the plan as well as goals with the team members along
with motivating them to accomplish their task for enhancing the productivity and profitability of
the organisation. Leaders usually make complex planning process, which should be made
simpler and realistic. In this case, managers manage planning phase that is to be followed by the
employees.
Organising:
The managers of M&S organise as well as use resources in an effective manner to
achieve the goals of the organisation (Marksandspencer.com, 2017). The leader's function in this
context is to encourage the employees in accomplishing their job with the available resources. It
is very crucial for a leader to organise a team or build a team. Agile leaders within an
organisation help in making a balance between command and influence, which is considered as a
strong side in organising a team for the leaders.
Directing:
Tasks are being directed to the leaders that are required to achieve goals of an
organisation. Moreover, leaders develop groups or teams of employees and provide them
direction to fulfil their tasks. In the given scenario, Directing Leadership style could be
considered as in this case, leaders could provide instruction to employees and have a closer view
on the task done.
Staffing:
Recruitment in Marks and Spencer is done by the managers and provide job to the new
employees per their skills and capabilities. Moreover, leaders allocate the job to employees,
motivate them and communicate with them to make them work better for enhancing the
productivity and profitability of the organisation as well as resolving their grievances (Foss et al.
2013, p.230). The managers can make or break a team within an operating process to accomplish
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their tasks. Managers provide give special training to new employees and appraise their
performance, which is considered as the strength of Marks and Spencer.
Coordinating:
Managers of M&S coordinate with organisational functions for improving the outcomes.
The leader’s function is implementing effective operational practices to create coordination
within organisational activities with the help of communication and leadership styles (Du et al.
2013, p.156).
Controlling:
Managers manage operations and create strategies for performing organisational work
appropriately. On the contrary, leaders provide effective guidance to employees in completing
their tasks as well as check the performance of employees. In the organisation, managers provide
a view of performance by setting appropriate standards of corrective measures.
Systems Theory- The theory of management under which managers use and follow the process
systematically to run and operate company in the industry smoothly is known as systems theory.
When different kinds of processes are to be used by the firm systematically then it able to
manage overall business appropriately. In this, any kind of factors will sometimes affect to the
management and create very low impact (Purvis, 2015).
Chaos Theory- It is the theory of resolving problems by using several kinds of mathematical
tools and techniques. When the management use this respective theory within workplace then
able to make solution of typical and complex problems which arise at the working environment.
Hence, company will be beneficial in terms of making business decisions at the time of complex
conditions.
P3: Application of various theories and models of approach that includes situational leadership,
contingency and system leadership
Situational leadership:
Per situational leadership theory, it could be stated that there is no leadership style that
could be said as best. Everything is dependent on situations as well kind of strategies and
leaderships that are suitable for the given task. Per this theory, leaders have a capability of using
leadership styles in various situations and view the nature of the group as well as a type of the
task for accomplishing the task. In M&S, leaders adopt leadership style depending on the type of
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job that is to be accomplished, which would help the employees in a better manner in achieving
the objectives. In the organisation, situational leaders adjust and change the leadership styles per
the behaviour and skills of the employees (Dyer et al. 2013, p.10). In this case, the leaders have
provided appropriate support to employees that create a motivating working environment. In this
environment, employees receive essential guidance as well as support from leaders that helps
them to perform their tasks efficiently. The motivating and supportive environment in M&S
helps to enhance the productivity of employees. Adjusting leadership style per the tasks help in
retaining employees within the organization is the role of situational leaders.
System leadership:
System leadership is referred to as employee’s network in various places a well as
organisational levels to develop a sense of endeavour and cooperation for making changes.
Leaders in Marks and Spencer guide and cooperates team members for achieving desired
outcomes. System thinking could be classified through management discipline, which helps in
connecting and interacting with components of the system (Fredrickson, 2016, p.36). Leaders, as
well as managers of the organisation, provide basic construction and design of integrated
components.
Contingency leadership:
Contingency leadership theory could be matched with a situational leadership of the
Least Preferred worker model. In the given scenario, it could be said that leaders can perform in
a better manner in certain situations and may be able to exhibit weaknesses. Per the contingency
leadership theory, there exists no best way for taking decisions, leading or organising an
organisation. Contingent leaders can use their leadership style in an efficient manner within
appropriate situations. In M&S, leaders usually apply leadership style per the situation that
would help in making employees work efficiently. Leaders having good relationships among the
team members can work more effectively even in a poor working environment (Shao et al. 2016,
p.134). This theory is more flexible than other theories. This theory focuses on psychological
disposition of leaders, their personality and capacity of the leader of leading team members. In
case, tasks, as well as jobs, has not been defined, leader relies on his personality for completing
objectives of the organisation. This theory helps the managers in determining best candidates that
can handle job requirements.
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Conclusion
In M&S, leaders influence as well as motivate team members for performing their tasks
effectively. Managers design plans and develop strategies to run business operations efficiently.
In this part, operations of management have been discussed along with leadership styles. It has
been observed that leaders should provide appropriate guidance to the employees that would be
simpler to understand for the employees. Leaders are required to create a mutual understanding
and trust to build proper working environment within the workplace. Managers are required to
create a proper business plan as well as strategies to run the operations smoothly and meet
organisational goals and objectives.
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TASK 2
Introduction
Operations management means management of the particular area that has been
associated with planning, supervising and organising procedures of redesigning and production
operations that are related to the production. An operation manager is required to have a proper
organisational ability for increasing employee's productivity. In M&S, it is ensured by operation
managers that the organisational goals set by senior managers have been performed properly.
Operational management department ensures whether business processes are efficient that
includes resources such as supplies, labour, energy and equipment into outputs. Employees
working in operation management department have creativity, originality, communication skills
as well as technological skills. The main aim of this part or section understands the importance
of managers and leaders in operation management area.
Lo3: Demonstration of appreciation of role of managers and leaders in
operational function of organisation
P4: Explanation of key approaches to the operations management as well as role of managers
and leaders play
Governing:
Operation management that is related to the strategy of centralising governing finally
turns to business operations. Managers can carry out governing mechanism with designing inter-
management communication. The managers are required to take active participation in
controlling inventory that is related to an investment made in the business (Pierro et al. 2013,
p.1123). Managers of Marks and Spencer are required to act as dependable individuals for
supply chain and quality control management.
Designing:
Designing process starts with the process of development of a product in operation
management. This step means creating various characteristics as well as features of the products
that have been sold to customers. Product's characteristics are being created per the expectations
and demands of consumers. It is very important for maintaining layout with appropriate facilities
as well as information system's role that have been used for enhancing employee's performance
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through monitoring and controlling skills. Managers of M&S create designs of products for
improving product quality.
Planning:
Planning is a method for using the available resources for handling difficult situations.
The planning process helps M&S to handle changing situations in an environment. The planning
process involves checking recent organisational operations as well as identifying ways to make
the improvement. In Marks and Spencer, managers develop appropriate operational plans for the
business for improving organisation's productivity and efficiency. Without an appropriate
business plan, it is not possible to achieve or meet goals and objectives of an organisation.
Managing:
Teamwork is considered as the most important part in operation management. A good
relationship with managers and leaders with employees along with providing proper guidance to
them would help in developing trust as well as mutual understanding within the workplace
(McCleskey, 2014, p.118). Team members should be cooperative, supportive and help each
other. Leaders and managers help in managing the organisational system through encouraging
and motivating employees. Moreover, this approach would be effective for good performance
and improve work in M&S. Management process involves providing appropriate training, a
creation of proper working environment and usage of efficient leadership skills.
Coordinating:
 Coordinating is considered as a significant stage that refers to connection or interrelation
between various parts of tasks. In M&S, leaders and managers develop creation between
different duties and roles of employees and operational team. Managers should
coordinate supply chain process to send good to retailers including storage, delivery and
transportation.
Six Sigma- It is the concept relating to the quality of products and services and having highly
significant role in the operation management. As per this system, proportion of damaged
products is only 0.06% behind every 1000 units of production. Hence, when management will
adopt this concept within operation process then damaged products will be reduce up to the
higher level.
Lean production- As per this, company able to reduce wastage products and goods while
manufacturing final outcomes. Lean is considered for wastage goods and raw materials which
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incurred at the time of producing final goods (Shabanpour-Haghighi and Seifi, 2015). Hence, it
can be said that through lean production wastage products reduce and quality improves.
Queuing theory- In this queue of the operation research and management reduce up to the better
level which helps to manufacture the final goods within short period of time. Moreover,
resources also utilised in optimum ways by taking help of the queuing theory in operation
management.
Principles of TQM- It helps to the firm in order to improve total quality of products and
services and supports to the firm for attracting more customers. It has majorly five approaches
which are such as follows:
 It supports to manufacture high quality of work at the first and initial time.
 Through this concept management able to focus on the consumers only.
 It helps to improve quality of products properly and continuously.
 It has the strategic approach in order to improvement of quality of goods and services.
 TQM encourages mutual understanding, teamwork as well as respect among group of
people (Shao, Feng and Hu, 2016).
Just-In-Time Inventory- After undertaking to the just-in-time approach the company able to
produce and deliver products and services at the right time, right place, proper quantity and
reasonable price. Through this, people attract towards entity and enhance the revenue amount at
the end of an accounting year.
Kaizen- With the help of kaizen approach of firm able to produce goods and services on
consistent basis without interrupting any kind of constraints. By this, quality and cost of items
and services fluctuate in favour of the firm.
P5: Explanation of importance as well as value of operations management to achieve business
objectives
Business objectives:
There exist different objectives of business in Marks and Spencer that help in improving its
profitability and productivity. Business objectives, as well as goals, are considered a significant
part of the procedure of business planning (Shapiro and Stefkovich, 2016, p.27). Organisations
apply measurements for understanding goals and objectives.
 One of the main objectives of M&S is continuing consistently sustainable business
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