Management and Operations in Retail: A Case Study of M&S

This report provides a comprehensive analysis of management and operations within the context of M&S, a British multinational retail store. It begins by defining and comparing the roles and characteristics of leaders and managers, highlighting their distinct responsibilities and attributes. The report then examines practical examples of how leaders and managers function in various situational contexts, such as crisis management and new product launches, illustrating the application of their respective roles. Furthermore, it explores different leadership theories and models, including situational, system, and contingency leadership, assessing their strengths and weaknesses in the M&S environment. The report also explains key approaches to operations management and the crucial roles that leaders and managers play in this area. Finally, it assesses the factors within the business environment that impact operational management and decision-making processes. This detailed examination provides valuable insights into the effective management of retail operations.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
P1 Define and compare different roles and characteristics of leader and manager....................1
TASK 2 ...........................................................................................................................................3
P2 Examine examples of role of a leader and functions of managers apply in different
situational contexts......................................................................................................................3
P3 Apply different theories and models of approach, including situational leadership, system
leadership and contingency ........................................................................................................5
TASK 3 ...........................................................................................................................................6
P4 Explain key approaches to operations management and role that leaders and managers play
.....................................................................................................................................................6
P5 Explain importance and value of operations management in achieving business objectives 8
TASK 4 ...........................................................................................................................................9
P6 Assess factors within business environment that impact operational management and
decision making by leaders and managers..................................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management and operations refers to an effective term that is related to the
transformation of the inputs into the outputs or the finished goods for gaining the higher profits
and maintain the image of the brand into the marketplace. This concepts is basically influence
the offerings of the organisations by designing it according to the needs and wants of the
customers for developing high growth in the market within the same industry. This project study
is based on the management and operations at retail store that involves the M&S for completing
the research. M&S is largest British multinational retail store in the UK that deals in clothing,
food and home ware products. This involves the roles and characteristics of a leader and manager
within the M&S with the importance of the operations management in the business. At last in
inculcates the impact of the business environment by taking the decisions making so that
company will gain higher profits and revenues(Ferguson and et. al., 2017).
TASK 1
P1 Define and compare different roles and characteristics of leader and manager
Manager- A manager is a person who is responsible for manage and monitor the activities of the
business for implementing in a systematic orders so that work can be done effectively by their
employees. In organisation managers can play a high responsibilities in a way to operate the
activities within the company in proficient manner. In case of M&S manager can take the
responsibility to providing a suitable direction to their staff members so that they can done their
work in effective and efficient manner and helps in gaining overall plans and aims(Gillen,
Jacquillat and Odoni, 2016).
Leader- A person is a leader who have more responsibility of handling the employees by their
effective capabilities of influencing the members towards the task and provide them appropriate
direction for attaining the goals. In case of M&S, leaders can lead the team members for
achieving the goals in specified manner. At this time leaders can adopts the best style of
leadership for getting efficient results. As leaders are guiding the staff members of company by
providing proper training and learning activities.
Role of leader
 Creative vision- A leader play an efficient role related to creative vision where they can
guide all their team members that gives the appropriate path for attaining the objectives in
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a desired period of time. In case of M&S leader can perform the roles of setting the
direction for accomplishing the objectives within effective period of time in an
organisation.
 Coach potential- Another role of a leader is to develop their team in such a manner that
they can deal with any situation at the time of performing task. In this a leader of M&S
can provide the coaching facilities to their workers that will impact positive on the
productivity and performance of the business enterprise(Chevalier and et. al., 2015).
Characteristics of leader
 Charismatic- It is a great characteristic of a leader that is being charismatic and because
of this they look attractive and create a high image in the followers eyes. In M&S their
charisma nature helps in transfer the vision to the team mates in effective and efficient
manner.
 Effective communicator- A leader in organisation is an effective communicator because
of this they can attractively deliver their message to their employees which gives high
end results at the end. In M&S this impact positively on business proficiency, due to this
data can be deliver without any barrier to the end user so that sustaining outcomes is to be
enjoyed by organisation.
Role of manager
 Establishing policies- It is an prominent role of manager in M&S because in
organisation they can regulate and establish the rules and guidelines according to their
company circumstances so that employees can follow it appropriately and show their
ethics by adopting it effectively at the time of performing task(Ferguson and et. al.,
2019).
 Delegating responsibilities- It is another role of a manager where they become a
delegating the responsibilities in front of subordinates according to their capabilities and
knowledge. In M&S manager can become a best representative of responsibilities due to
this goals can be attained in effective and efficient manner.
Characteristics of manager
 Time management skill- As time plays an essential role and in this appropriate plan are
needed to be developed for managing the business task in an proficient manner. In this
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manager of M&S can properly manages the time in which they develops the path for
attaining the goals in a specified manner.
 Effective interpersonal skill- This skills is reflected as good communication skills,
presentation skills etc. In case of M&S manager can perform the high interpersonal skills
so that they can effectively control the misunderstandings within the business
firm(Adebiyi, Oyatoye and Amole, 2016).
Difference between leader and manager
Basis Manager Leader
Role Provide proper guidance to the
employees is the main role of
manager so that objectives can
be achieved in prominent
manner.
The main role of a leader is
related with high motivation
and direction in which
employees are getting proper
directions for achieving the
goals and task in effective
way.
Characteristics In company manager are
represents as a high
interpersonal skills due to this
employees done their work
prominently and in a smooth
way.
Effective communication is
best characteristics of leader
that helps in managing the
decorum within firm.
Theories Bureaucratic theory,
behavioural theory is
considered as a managers
theory.
System, situational and
contingency theory is the part
of leadership theory.
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TASK 2
P2 Examine examples of role of a leader and functions of managers apply in different situational
contexts
1. Crisis management
It refers to that situation in which organisation will perform their task by setting the standards
developments in the business firm. In this stakeholders can face major issues related to high risk
which can decreased the profits and sales of the firm. In case of M&S some roles can be shown
below(Hitt, Xu and Carnes, 2016).
Role of leaders
 In this situation leaders can adopts the effective leadership style that helps in controlling
the crises in an effective manner.
 In this leader play a spokesperson role where they can present in front of media with
proper information so that no negativity can be created regarding business in market.
Functions of manager
 The major function of manager is to briefing the various task which helps in removing
and solving the crises so that it can be easily understood by employees so that they
performed it well with in time frame.
 In this M&S manager can collect the essential information and data which helps in
developing the plan in adequate manner. So that employees can effectively understand it
and working on solving the situation.
2. New product launch
In this situation M&S can launched the new products and for this they can develops
different strategies and standards so large base of customers get attracted. At this time leaders
and managers perform a major role for making perfect launching of new product into the
marketplace(Ravinder and Kollikkathara, 2017).
Role of a leader
 In this leader of M&S can have highly responsible for observing the changes that was
taken place for achieving the goals of successful launching the products into marketplace.
In this they deliver the clear vision to their employees regarding launching of new
offerings.
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 Leader of M&S can ensures that the information is deliver to the stakeholders in various
seminars so that success can be easily measured in pre and post launch of the goods.
Functions of manager
 The major function of M&S is that they mainly focus on the packaging of the goods so
that customers get highly attracted towards it.
 The mainly work for motivating te employees so that they perform their task effectively
and efficiently at the time of launching the new product.
P3 Apply different theories and models of approach, including situational leadership, system
leadership and contingency
In today's dynamic business environment choosing the best leadership style for managing
and organising the organisation in prominent manner is very essential. In case of M&S some
leadership styles can be elaborated below.
Situational leadership- This style of leadership is considered with the implementation of the
organisation function that will impact majorly on the situation related to market and also helps in
dealing with that. This style of leadership is very flexible in nature and modify according to the
situation arise in the market related to business. In case of M&S this theory is using by the
leaders to manage and organise the different situations. It involves the various dimensions can
help in solving issues can be shown below(Nonogaki, NEC Corp, 2016).
 Telling- In this leaders will become a decision making and operates a two way
communication so that involvement shows of employees within organisation and task can
be completed prominent manner.
 Delegating- In this leaders of M&S can provide the right to their subordinates in
participating in decision making process due to this morale of the employees is boosted in
an effective manner.
 Selling- In this leader of a M&S can tell their ideas and thoughts to their team mates so
that they will influence and encouraged towards it for accomplishing it.
 Participating- In M&S leader can listen their team members problems so that they get
involve in the company objectives and perform their task in an appropriate manner.
System leadership- This style of leadership is refers to a set of capacities and skills that a person
is used for supporting the process for changing he system level. It refers to that collaborative
leadership which helps in mobilisation of innovation across the decentralised network. It is
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known as a participative leadership that helps in enhancing the productivity and proficiency of
the employees within the business organisation. This reflects as an effective style in context of
M&S for managing the organisation with full control and management. For example- In case of
M&S every department is managed by the leaders like finance, marketing, technical etc. and due
to this system leadership style communication can be done within different departments and this
helps in removing the complexities in business firm(Faruk and et. al., 2018).
Contingency leadership- It refers to that theory which suggest that there is no best way to
organize the organisation in every different situation. It is based on three factors such as
employee relationship, power of leader and working structure. This style of leadership is focused
on the various group and their effectiveness. In context of M&S leaders can manage and
organize their team members in an effective way that gives the proficient and productive results
to the company(Akalin, Huang and Willems, 2016).
Strength and weaknesses of various leadership theories
Theories of leadership Strength Weaknesses
System leadership In this direction can be
provided for the employees so
that path can be created to get
overall success.
Adopting this style in M&S
can create many difficulty for
the leaders in taking decisions
as it shows very clumsy.
Situational leadership This style is appropriate for
maintaining healthy and
effective culture within
working environment.
The using of this style is a
major drawback for M&S
because it cannot focus on
fulfilling long term objectives.
Contingency leadership It is very dynamic and in this
every employees feel to be
valued.
This leadership style is rigid in
nature and for this high skills
are required and in this more
cost is to be involved.
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TASK 3
P4 Explain key approaches to operations management and role that leaders and managers play
In every business several situation are to be occurred and to solve it in a prominent
manner company can follow the various theories and approaches so that they will gain higher
profits and revenues. In case of M&S various approaches of operation management can be
involved that helps in eliminating the mistakes and enhancing the productivity or proficiency of
the business venture that can be shown below:
SIX sigma- It refers to that system in which company will take more emphasis on eliminating
the mistakes by focusing on the effective production processes. This effective system is helpful
in finding the best opportunities for minimising the defects to 3.4 millions in order to satisfying
the demands of customers(Meredith and Shafer, 2019). By following this effective approach
manufacturing process can be maintained and it also helps in improving the quality of the
products and services. There are basically 5 elements in six sigma that can be display below:
D- In this company can define the issues and goals
M- It helps in measuring the several aspects within present process
A- It helps in analysing the information to eliminates the defects in achieving goal
I- This improves the overall process
C- This element control the process for future success
Lean principles- In this approach related to operation management states that in which company
highly focus on reducing the waste by removing the extra cost so that customers are highly
satisfied and organisation will gain more profits. This process is helpful for removing those
activities that are not relevant in accomplishing task. Because of this principle M&S can get the
high results by enhancing their production activity and get the high quality outcome that attracts
large base of customers.
Total Quality management- In this principle of operation management company will focus on
continuous improvement for getting higher results. In this several managerial process are
involves that helps in improving the overall activities within organisation. In context of M&S
this can be included various aspects in which manager can continuously focus on improving the
quality and the standards for sustaining in the market to gain higher profits(Bromiley and Rau,
2016).
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In following these approaches manager and leader of M&S can play an major role that
can elaborated below.
 Direction provider- In this leader can perform the role of directing their team mates so
that task can be allocated in an effective manner. In context of M&S leaders and manager
both have high responsibility to handle and organise their manpower so that work can be
done effectively and in an improvised way.
 Emphasis on taking quality initiatives- In this business firm will taking the initiative to
delivering the best quality products. In this leaders and manager of M&S can maintain
their quality standards within market for attaining the higher goals and objectives.
Therefore, a leader of a company can motivates their employees for smooth function of
the task so that profits can be achieved in an effective and efficient way.
P5 Explain importance and value of operations management in achieving business objectives
It includes various aspects that are essential for undertaken so that their impact can be
easily understood by the business organisation. In context of M&S, company will lead in the
international market and due to this they can follow all the quality standards. The main aim of
the business firm is to sustain in the market for a longer time frame by focusing on continuous
improvement in the production process so that defects can be eliminates in that. It involves
various operations management that can be shown below(Ivanov, Tsipoulanidis and
Schönberger, 2017).
Planning- In this manager can make the plans and focus on executing the same so that
proficiency can be developed within firm by achieving the targets on time frame. In the
background of M&S effective plan can be made that helps in showing the clear path for attaining
goals.
Organising- In this functions of organisation, manager can focus on analysing the best method
so that employees are working systematically. In this M&S can mainly emphasis on controlling
the various activities in an effective and efficient way so that high productive outcomes can be
received(Ravindran, 2016).
Directing- In this manager and leader can provide proper direction to their employees so that
responsibilities can be easily understood by the followers as per the power and knowledge. This
will display the positive impact on the business that shows for longer period.
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Controlling- It helps the company manager to majorly emphasis on the performance of the
employees so that corrective actions can be taken by them. IN case of M&S manager can mainly
influence on measuring the performance of employees for attaining high revenues.
M&S can adopting the total quality management principle of operational management in
their production process for continuously improving the activities and eliminating the wastages
for satisfying the needs and demands of customers. In this organisation is plan to enhance their
market share by 25% due to this they can adopts the various operation management principle so
that task can be attained and goals can be achieved. In performing the various other activities
they can adopts the six sigma application so that mistakes can be deducted for gaining high
returns.
Objectives of organisation:
In context of M&S the main objectives is shown below:
 Increasing profitability.
 enhance the growth within market.
 Identifying the needs and wants of the customers in effective manner.
 Examine the objectives that was present in market for gaining higher returns.
TASK 4
P6 Assess factors within business environment that impact operational management and decision
making by leaders and managers
In case of M&S decisions can be taken by focusing on the various external environment impact
that can be shown below:
 CSR- This is an essential aspect that involves the social, economical and environmental
factors due to which activities related with society can be impacted. In M&S managers
and leaders can involved in CSR activities that reflects in an ethical manner. Firm can use
the CSR practices in case of environmental practices by recycling the industrial waste,
focusing on greening etc(Heizer, 2016). by adopting this organisation can focus on
eliminating waste and enhancing productivity so that quality can be maintained. This
helps in attaining high customer satisfaction. By reducing the cost related to
transportation of offerings company can saving the environment.
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 Ethics- It is an essential term that reflects the good practices that a business can follow in
attaining the goals. In case of M&S company is following the high level of ethics that
will enhance the image of the organisation. At this company is following the thumb rule
as a ethical practices so that functions can be done effectively and efficiently. This
practices are advantageous to firm because it retain customers.
 Sustainability- As M&S can be a largest retail organisation and focus on their long term
sustainability due to this they can cover large market share. In this manager are taking
responsibility for decision making so that company will face higher success in effective
way. In this firm will focus on innovation so that high base of customers are valued to the
offerings and organisation. This helps in longer sustainability of business(Yan, 2018).
CONCLUSION
By above analysis it is concluded that the operations and management are and essential
and effective concept that is adopted by the organisation for sustaining in market by earning high
profits and revenues. This term helps in attaining the desired goals on specified period of time. In
this managers and leaders play an effective role so that enterprise profitability and sustainability
can be maintained and company will done their work accordingly the success of the business
firm. These both terms executing the functions and activities in an advantageous manner by
which organisation can gain high market share and prominence. In also inculcates the various
leadership styles that helps the leaders in providing the appropriate direction so that objectives
can be achieved in a desired way. This report inculcates the various application that are followed
in the operations management like six sigma, total quality management, just in time etc. which
gives the high results in performing the operational activities.
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