A Report on Management and Operations at Marks & Spencer (M&S)

This report provides a comprehensive analysis of management and operations at Marks & Spencer (M&S). It begins by defining and comparing the roles of managers and leaders, highlighting their responsibilities in different situational contexts. The report then explores the application of leadership theories, such as situational and systems leadership, and their impact on M&S's operations. Furthermore, it delves into key approaches to operations management and the roles of managers and leaders in global business strategy, emphasizing the importance of operations management for achieving and sustaining business objectives. Finally, the report assesses the factors within M&S's business environment that influence decision-making and operational management processes, offering a detailed overview of the challenges and strategies employed by the company. The report underscores the significance of effective leadership and management in driving organizational success.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1. Defining and comparing the different roles of a manager and leader................................................3
P2. The role of leader and function of a manger in different situational contexts at M&S......................5
P3. Application of different theories such as situational leadership and systems-leadership affecting
management operation at M&S...............................................................................................................7
TASK 2.......................................................................................................................................................7
P4. Key approaches towards operation management and role played by managers and leaders in global
business strategy by M&S.......................................................................................................................7
P5. Importance and value of operations management for achievement and sustainment of business
objectives of M&S...................................................................................................................................9
P6. Assessment of the factors within the business environment of M&S which could affect the
processes of decision making and operational management by managers and leaders............................9
CONCLUSION.........................................................................................................................................10
REFERENCES..........................................................................................................................................12

INTRODUCTION
The planning and execution of strategies along with systems in order to make a business
or corporation work properly is referred to business management & operations (Expósito and
et.al., 2016). If the strategies are carried out properly and in a systematic way then, the overall
performance of organization will enhance. If the performance will enhance then, the overall
market value and profits associated with organization, will increase.
The report has mainly taken into consideration Marks & Spencer Company.
Headquartered in the city of Westminister, London, M&S is one of the major multinational
British retailers. Michael Marks in the year 1883 founded the company. It constitutes the list of
FSE 100 Index. It also accounts for being listed in London Stock Exchange. Clothing, home-
products and luxury food items are included in the list of products that M & S specializes. The
report deals with that how the effectiveness of a leader and manger can lead to the success of an
organization.
TASK 1
P1. Defining and comparing the different roles of a manager and leader
 Roles of a manager:-
1. Duties such as welcoming of official visitors, legal documents signing are performed
by manager as head of M & S. These play a key role in deciding the whether th
organization functions smoothly or not.
2. A manager needs to coordinate the activities or tasks performed by others such as
employee training, motivation, encouragement, etc.
Furthermore, interaction with other managers of M&S is also important (Fayol, 2016). Also,
activities of all subordinates have to be coordinated which accounts as an act of liaison.
3. Monitoring and analyzing the internal and external environment & factors in
association with M&S in order for a better understanding of the cited firm.
4. The information which is gathered from all different sorts of sources is then
disseminated from the manager.

5. Whenever the cited organization is to be represented towards the outside forces then,
manager acts as the spokesperson for M&S.
6. For M&S manager serves as an entrepreneur through his brand new innovative
creations.
7. Handling of unforeseen problems is also the task of manager at M&S such strike of
workers.
8. Resource allocation and negotiation with other parties is also his important role at
M&S.
 Roles of a leader:-
All the levels within the management require effective leadership since in the formulation of
plans and strategies it serves as an important factor (Fei and et.al., 2013). In M&S the
subordinates could be guided and provided counseling while time span of executing a plan or
strategy.
1. He is sole representation of the M&S in any sort of seminar, conference or general
meeting.
2. The leader’s major role is to assist the employees for achievement of their individual
goals along with goals of organization. AT M&S this will only be possible if full
cooperation is given to leader in order to accomplish the goals.
3. Solicitation of support from the subordinates in order to achieve the targets set by
company is also the key role of a leader.
4. At M&S the leader acts a friend of each of subordinates along with being a guide and
philosopher as well.
 Difference between the roles and functions performed by leader and manger:
Both these entities at M&S are responsible for smooth and effective functioning.
Proper management and operations carried by leader, manager leads the organization to
achieve its set target in time. However there is a slight difference between their roles.
Managers Leaders
Objectives of the company are set by
managers.
Persuasion of the objectives developed by
managers is done by leaders.
Communication of policies to the leaders is Along with communication, leaders alos

done by managers. influence the employees for making them
work according to policies.
Direction to the groups is provided by
managers.
Directions within a team are provided by
leaders.
Ideas are created for making the performance
of organization better.
Implementation of these ideas into the reality
is done by a leader.
Things are the main focus of managers. Employees are inspired to work by the role
of leader.
Carrying out planning within the
organization is major responsibility of
managers.
Inspiring the employees to work in an
efficient way is the major responsibility of
leaders (Fen and et.al., 2016).
Employees are directed to work by managers. Employees are motivated to do their tasks by
leader.
For managers people tend to do work whereas in case of a leader people follow them.
So as a whole, a business owner in order to be successful has to be an effective leader as-
well-as manager.
P2. The role of leader and function of a manger in different situational contexts at M&S
An organization can work in the desired direction for fulfilling its objectives by the
functioning of managers and role of a leader. Various sorts of management functions along with
different leadership styles are followed by a organization in order to carry management
functions properly. At M&S the prices of the retail industry product are facing a rise which
definitely requires effective implementation of management and leadership skills for planning
and implementation of such strategies. As a result the manufacturing costs would be handled for
increasing the revenue and sales of company.
In order to let the company grow its operations with help of leadership skills several
management theories can be implied. M&S mainly lays its focus upon management theories and
for cutting down the costs of manufacturing, the efforts of leaders are combined.

In order for dealing with current situation of increased purchase and production costs
contemporary theory of management is applied by M&S. Strategies such as selecting the
suppliers for supplying the raw material at reduced costs can be planned by mangers. The trait of
M&S is used for motivation of employees for adoption of advanced technologies by leaders at
M&S. This is carried out in order to lower the manufacturing costs. Also, the elimination of
resistance for causing a change among employees by creation of trustworthy environment
through effective communication skills is also achieved via these processes (Johnstone, 2016).
Objective based management theory focuses over efforts that are altogether applied by
managers and employees for achievement of the goals. Standards are set in the performances
when managers work along with the employees. On the other side, delegation of duties to the
employees of M&S is provided by the leaders for giving them the motivation in order for
performing their tasks.
For making of the policies and enhancement of the production classical theory of
management is utilized I M&S Ltd. The strategy of KAIZEN has been taken in consideration by
managers of M&S according to which they will make continuous efforts for increasing the
production of company. In order to let the involvement of both managers and workers within the
decision making process about cost reduction and productivity enhancement, participative
leadership style could be applied.
When policies are followed by managers taking in consideration abilities and skills of
employees then, this accounts to the use of Behavioral theory of management at M&S. When
communication is established between the leader and employees for defining the policies in an
effective manner then, this accounts to the fact that transformational style of leadership has been
applied at M&S (White, 2016).
The changing of strategies according to situational change is focused by the theory of
contingency. Employees are influenced by their leaders for bringing out the changes in order to
meet prevailing challenges within market accounts for an effective role played by leaders. The
reasons of rise in manufacturing costs were considered by the managers at M&S. Accordingly,
the theory was applied for implementation of some changing activities of operation for letting the
prices of retail products to go down along with equipment reception from suppliers as well. As a
result, the policies belonging to the production and operation department were changed
according to them.

P3. Application of different theories such as situational leadership and systems-leadership
affecting management operation at M&S
The category of leadership where its style is dependent over the capabilities and skills of
employees is referred to as situational leadership style. In order to achieve this leaders are
required for completing the entire task. M&S’s operation management could definitely be
affected with such type of leadership style. Here increased costs are the major or key issues faced
by company. So a major role in order to follow the situation can be done with the help of
situational leadership.
The working of employees and situation of communications within company is
controlled by leader at M&S. Also employees are controlled and made to work for company in
achieving its targets. This category accounts to be systems leadership.. So, at M&S operational
changes have to be made and in order to achieve target of fulfilling the KAIZEN implementation
of those strategies is necessary (Leonard, 2014). The operational department of employees
should let the activities in relation to manufacturing costs of products at lower prices to improve.
A very important role is played by the management of objective. This important role is
that various operational issues are sorted. This process is achieve by sharing the process of
making decisions with employees . Moreover the task is fulfilled by the expertise which is a
combination of managers and employees. Motivation among the employees along with the
feeling of being valued in the organization is included within the approach of management by
objective. This significantly enhances the performance of employees and makes their working
style effective as well. Prevailing of various sort of challenges occur in the market which is the
main point of focus by chaos theory. The response which is shown by the side of manager and
leader towards the changes in accordance makes the cited organization to work in that direction.
TASK 2
P4. Key approaches towards operation management and role played by managers and leaders in
global business strategy by M&S
For administering the activities and improvement of quality in terms of production of an
organization is considered as an important part of operation management. The resources with
respect to a particular organization can be fully utilized in an effective way by the aid of
operational management. By implementation of least amount of resources the productivity of a
company can be increased, accounts to be the major function performed by operational

management (Mendis, Muttaqi and Perera, 2014). The conversion of raw materials into te final
products and services are involved within such a process. A clear description has been thus done
about the involvement of leaders and managers to develop the global business for M&S.
Resources are effectively and efficiently utilized with the help of operational management.
Continuous improvement is seen in the quality of products and services. At lower costs the
conversion of raw material to finished products occurs. Furthermore, wastes are also excluded as
a result of it.
Six Stigma Strategy: The team efforts applied for the accomplishment of tasks in an
organization, is focused by the methodology of Six Sigma. As an outcome of this strategy the
improvement in the performances can be achieved. For developing the global strategy, the
planning of strategies that make full utilization of available resources in effective manner,
accounts to be the key role for managers. Six Sigma could be applied by managers for
elimination of the wastes generated and making improvements in order to make production
effective.
Total Quality Management: The methodology of making the production process of
organization effective is known as the technique of quality management. Focus is continuously
laid mainly upon the requirement of improving the products and services quality by this
approach. This process is carried out in accordance with the demands and needs by customers. In
total quality management the role of manager is to make use of applications such as the KAIZEN
in M&S where focus is consistently over changing the production process for improvement of
products and services offered by the cited organization. Furthermore, at M&S, the role of leaders
is to provide motivation to the employees in order to work as a team for elimination of the
resistance that employees have towards change (Nassiri and et.al., 2016). As a result, in order of
improvement of products quality various brand new measures can be adopted by them.
Just in time inventory and continuous improvement process: Whenever during the
process of production if requirement of material occurs then the process of ordering that from the
supplier in such situation is referred to as just in time inventory. Efficiency is enhanced by this
process since the wastes of inventory is eliminated within the cited organization. In order for
keeping a control over inventory, operational and production department are directed by the
managers regularly. The approach of KAIZEN has also seen development as a result of this. The
performance of the employees in timely gaps is evaluated in order to keep the track of inventory
by the leaders.

P5. Importance and value of operations management for achievement and sustainment of
business objectives of M&S
Transformational leadership: Focus is mainly paid over the changes whose
implementation has to be carried out in organization by the approach f transformational
leadership. This approach allows the challenges that occur in the current market to be faced in
accordance with M&S. So for letting the cited organization to gain competitive advantage this
style of leadership I the best suitable approach for it. The leaders are made to work in an
effective manner with their subordinates by the aid of this approach of leadership. Through this
the cited organization carries out the execution process of a change (Robinson, 2015). This way
a more superior position than the competitors can be created by the M&S Company.
In order for achievements in ethical business, the role of corporate governance
involved: The importance of the ethical standards established in the business are made to be
understood by the companies with the help of corporate governance. To keep in the interests of
stakeholders, accounts to be main principle of this corporate governance. In addition to this,
environmental factors are also kept in mind for the purpose of maintaining sustainability. In
order for the fulfillment of objectives and maintenance of customer-satisfaction level, M&S is
helped by the approaches of corporate governance and operational management.
So finally it can be said that the production and quality of product can be improved by a
company with the aid of operational management (Strande and Brdjanovic, 2014). Different
approaches such as the In Time, Total quality management and the idea behind continuous
improvement could be applied to M&S. Furthermore, the values and importance gained from the
methodology of operational management for creation of sustainable environment in business
allows the company of M&S to prosper in terms of enhancement of performance & market sales
along with profits as well.
P6. Assessment of the factors within the business environment of M&S which could affect the
processes of decision making and operational management by managers and leaders
In order to improve the relationships with customers focus is continuously being paid
over the maintenance of values and ethics along with sustainability within organization as well.
The company is doing so in order to satisfy the customers through the services and products
provided by cited organization in accordance with some ethical standards that have been
established in business followed by M&S. The business environment that is operated by M&S is
full of competitive spirits. The concept of sustainable development has been adopted by
company in order for gaining competitive advantage over others in market along with
establishing superior position from competitors (Xu and et.al., 2016). In the corporate social
responsibility, effective role is played by leadership and management of M&S.

The corporate social responsibility in the company is influenced by the various styles
leaderships and also relationship between the functions of management and these different styles
play a key role as well. Adoption of the policies and preparation of strategies is done by
managers. While carrying on with this, the factors which could possibly affect social
responsibility of company towards society, are considered. The policies have a relation with
protection of environment, customer satisfaction, high quality products at affordable costs, etc.
The communication of these policies in the whole organization and accordingly working in
direct way accounts to be the key role of managers. It is made sure by the leaders of M&S that
employees have been effectively communicated with policies & plans. This will definitely
ensure that employees are inspired and influenced in order to work according to those strategies.
Defining and allocating the work to employees is also the role of leader. In order for
achievement of the goals and objectives in respect to corporate social responsibility they have to
be provided with the required training.
Efficiency of the employees is included in the factor that could possibly affect business
environment of M&S which in turn will have a direct impact over operational management and
decision making procedures by managers and leaders. Based upon all this, the decisions
regarding applying of various leadership styles will be taken (The Fiedler model shows that
effective leadership depends on how a leader's traits and the surrounding context interact,
2017). In addition to this the performance that an employee has showcased within the
organization is also an important factor to be considered. All these factors after combining as a
whole will lead to the success of operational management consisting six sigma & total quality
management approaches. Resources that available within the organization are also included in
some of other factors affecting operational management.
CONCLUSION
The role of management and leadership are different from each other. Furthermore, the
roles showcased by manager and leader are also different to each other. But one thing is common
within them and that is both work in order t accomplish tasks and objectives of organization. In
order to do so, various theories & approaches of management and leadership are being followed.
Also, the report has taken into consideration the process of decision making followed by leaders
of M&S to improve product production process and improve the product quality as well.
Furthermore, various theories of operational management for elimination of waste and

performance improvement of organization have been discussed in accordance with objectives &
goals set by M&S.

REFERENCES
BOOKS AND JOURNALS
Expósito, A. G., and et.al., 2016. Electric energy systems: analysis and operation. CRC Press.
Fayol, H., 2016. General and industrial management. Ravenio Books.
Fei, J., and et.al., 2013. The un-healing cause of its management after operation of
thoracolumbar tuberculosis. Zhongguo gu shang= China journal of orthopaedics and
traumatology. 26(6). pp.521-525.
Fen, Z., and et.al., 2016, August. Management and Operation of Communication Equipment
Based on Big Data. In Robots & Intelligent System (ICRIS), 2016 International
Conference on (pp. 246-248). IEEE.
Johnstone, S., 2016. Labour and Management Co-operation: Workplace Partnership in UK
Financial Services. CRC Press.
Leonard, N., 2014, August. Considering Fish in the Management and Operation of Hydroelectric
Dams in the Mainstem of the Columbia and Snake Rivers, USA. In 144th Annual
Meeting of the American Fisheries Society. Afs.
Mendis, N., Muttaqi, K.M. and Perera, S., 2014. Management of battery-supercapacitor hybrid
energy storage and synchronous condenser for isolated operation of PMSG based
variable-speed wind turbine generating systems.IEEE Transactions on smart grid. 5(2).
pp.944-953.
Nassiri, P., and et.al., 2016. Health, safety, and environmental management system operation in
contracting companies: A case study. Archives of environmental & occupational
health. 71(3). pp.178-185.
Robinson, G. S., 2015. Private Management and Operation of The Space Shuttle: Some Legal
Problems Related To Market Entry. Akron Law Review. 13(4). p.3.