BTEC HND Business Unit 4: Management and Operations Report - M&S

This report analyzes leadership and management principles within the context of Marks & Spencer (M&S), a British transnational company. It defines and contrasts the roles and characteristics of leaders and managers, exploring how their functions apply in various situational contexts, including stable, slow-to-moderate changing, and fast-changing environments. The report applies leadership theories like situational, systems, and contingency models, and explains key approaches to operations management, emphasizing its importance in achieving business objectives. It further assesses the factors within the business environment that impact operational management and decision-making by leaders and managers, providing a comprehensive overview of effective business practices. The report highlights the importance of adapting to market changes and the role of managers and leaders in ensuring the business success of M&S.

Management and Operations

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Define and compare the different roles and characteristics of a leader and a manager....3
TASK 2............................................................................................................................................6
P2 Examine examples of how the role of a leader and the function of a manager apply in
different situational contexts..................................................................................................6
P3 Apply different theories and models of approach, including situational leadership, systems
leadership and contingency....................................................................................................8
TASK 3..........................................................................................................................................10
P4 Explain the key approaches to operations management and the role that leaders and
managers play.......................................................................................................................10
P5 Explain the importance and value of operations management in achieving business
objectives..............................................................................................................................12
TASK 4..........................................................................................................................................13
P6 Assess the factors within the business environment that impact upon operational
management and decision-making by leaders and managers...............................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Operation and management is concerned with transformation of raw material and other
procured resources into finished goods and final services in order to attain maximum profitability
and high market coverage. These processes are highly focused on making and redesigning of
business offerings as according to the demands of final customers so as to upkeep their
satisfaction level as well. These aspects are helpful in the business so as to attain high
profitability and sustainability. This report is prepared so as to understand these concepts with
the background of M&S which is a British transnational company which deals in clothing,
packaged food items and stylish home décor products. M&S is headquartered in Westminster,
UK. This report is covering roles and characteristics of manager and leader in organisational
context and within various situations pertaining in the organisation. Further report includes
importance of operation management within business processes and impact of business
environment in decision making process of leader and manager. (Bromiley and Rau, 2016)
TASK 1
P1 Define and compare the different roles and characteristics of a leader and a manager.
Leader: A leader is a person who is having immense capacity to get work done by other just
by motivating them and providing them appropriate direction. With the help of appropriate
leadership style goals can be achieved in more effective manner. In the context of M&S, leader
of the business is requisite to provide assistance to the entire workforce so as to make them
comfortable to perform in desired manner. Leader works as a guide in company who is having
responsibility to guide personnel with the help of learning programs and various training session.
Manager: A manager is the individual within a business who is working for monitoring and
managing entire activities which are executed by employees. Manager of the company is having
high responsibility to manage business operations in such a manner that it helps in overall goal
achievement. In the context of M&S the manager is having duty to provide direction to its
working force which is aligned with business plans and objectives.
Role of a leaders
 Creative vision: A leader is having essential role of lead the team with help of their
creative vision. They guide their team members in such a manner that they can achieve

their goals within stipulated time frame along with their personal concern which is
associated towards organisational objectives as well. In the context of M&S manager is
responsible to frame impactful plans by which overall objective of the company can be
achieved.
 Coach potential: A leader is required to play role of a coach in which they develop
capabilities of their team member of overcoming from any complex situation in
considerable manner. This is helpful for the business to enhance its overall productivity
in effective manner. For instance leader of M&S is controlling whole the organisation
which is having positive implications on the company.
Characteristics of Leader: -
1. Charismatic: A leader is having foremost attraction and influence from their charisma
due to which they become idol to many people and they start to follow leader. This
characteristic is helpful in delivering vision of the business to each individual working in
the organisation.
2. Effective Communicator: Every leader is having effective communication skills by
which they convey all the major and essential information to their subordinates in most
considerable way. This is having positive implications on the business as this can
eliminate all misunderstandings which could occur due to miscommunication. Effective
communication is helpful for employees of M&S in understanding the message and
thought which is sent by the originator which is leader. (Slack and Brandon-Jones, 2018)
Roles of Manager: -
1. Establishing Policies: One of the major responsibilities of manager is to formulate and
circulate rules, policies and guidelines of business so as to lead employee to work within
provided policies. There are various rules and regulation which has been made by
manager of M&S so as to ensure that all the activities are executed within ethical
practices.
2. Delegating Responsibilities: The other essential role of a manager is to delegate
responsibility within their subordinates so as to divined task and overall activities in most

effective and profitable manner. In M&S manager delegates all the tasks within all level
employee so as to ensure effective task execution within organisation.
Characteristics of Manager: -
1. Time Management Skill: Time is defined as the most crucial aspect of business so the
manager is highly efficient in making things time bound. Time management skills are the
prominent characteristic of a manager and this lead the company to achieve their desired
objective within given time frame.
2. Effective Interpersonal Skills: Inter personal skills includes communication skills,
presentation skills, observation skills and many more soft skills. A manager is highly
efficient in interpersonal skills by which control within the organisation can be hold in
most effective way.
Differentiation between Leader and Manager: -
Basis Leader Manager
Role Major role of a leader is to provide
direction and motivation to their
subordinates that are headed for
achieving specific vision and objective
of the business.
Role of manager includes to guide
employees in order to achieve
overall business objectives.
Characteristics Leaders are effective communicator and
idols who are best at their
communication skills.
Managers are having efficient
interpersonal skills by which
execution of activities can have
smooth flow. (Swink and et. al.,
2017)
Theories Leadership theories include contingency
theory, systems theory.
Theory of manager includes
Bureaucratic theory, behavioural
theory and many more.

Management functions
Planning: This management function states that managers are required to plan in order to
achieve future goals in appropriate manner, so that any coming contingencies can be eliminated.
In the context of M&S the managers of the company plans for their future actions such as
promotional events and new launching.
Organising: Organising is referred as supervision of work so that policies and strategies
can be made when required in order to execute future functions in more appropriate manner.
Within this function consistency is being measured and controlled by managers so that any
deviations from the goals can be traced. In the context of M&S their managers are properly
supervising their activities of new launch and promotions.
Leading: The major function of a manager is to lead and to delegate responsibilities to
subordinates so that a clear path of goal attainment can be created. Within this manager is having
responsibility to communicate with their sub ordinates in most effective manner so that standard
of the business can be maintained. In the context of M&S their leader are highly efficient and
providing roles as according to the calibre of the person so that to avoid any prominent conflict.
Controlling: Within this function harmony is maintained by managers so that work can
be enriched and overall goal can be achieved. In the context of M&S their managers are using
various techniques to control business activities and to assist subordinates in proper manner.
Leadership roles:
Interpersonal roles: This role involves various duties which are associated with legal
and ethical nature of conduct so that effective team can be build and long term relationship can
be maintained as well. In the context of M&S the manager is maintaining relations from outside
member so as to create path of information flow.
Informational roles: This leadership role states that a leader is the spoke person in front
of outsiders and works as a mediator to generate information form internal and external sources
as well. In the context of M&S the manager is monitoring external and internal information in
optimal manner so that issues can be resolved in early manner.
Decisional roles: Within this role leader works as entrepreneur and initiator so that any
actions within M&S are being started by the leader only.

TASK 2
P2 Examine examples of how the role of a leader and the function of a manager apply in
different situational contexts.
Every business organisation is facing numerous situations in their operations which are
handled by manager and leader in best possible manner in order to avoid any forthcoming huge
loss. With the help of this complex situation in a business can be tackled and competitive edge
can be received by them within short range of time. Beneath are the roles which leader and
manager is required to perform within various situation:
Situation 1: Stable situation
Within this situation all the external aspects and internal aspects such as economic
situation, changes in governmental laws, consumer’s expectations, and changes in financial
situation of the company size of the company are constant and are met by the company as well.
Within this activity manager and leader of Tesco are having various roles which are defined as
below:
Planning: Within this function manager and leader of M&S are making appropriate policies
such as to upkeep customers demand by offering product in apt manner, managing business team
in such a way that they can deal with external markets.
Organising: Within this manager and leader of M&S supervise prepared strategies so that any
loophole can be filling up so as to maintain stability in the business. This is helping the business
to manage their market condition along with high stability.
Leading: This is the most crucial role as in this roles are being divided by the manager and
leader so as to reckon success. Manager of M&S are very much focused on maintaining market
image of the company in order to get high end sustainability.
Controlling: This is the last function in which manager and leader of M&S are making efforts in
order to maintain harmony in their business and to enrich their working by meeting market
expectations.
Situation 2: Slow to moderate changing situation
This is the scenario in which market is moving towards changes such as change in
customer preferences, changes in economic conditions, changes in marketing methods. Within
this manager and leader are having significant role to manage and upkeep those changes and

align them with business goals and working so that overall efficacy can be maintained in order to
provide long term benefits. These roles are listed as under:
Planning: The manager and leader of M&S are planning to deal with this situation as in this
condition market and business functions are moving towards adopting changes so in this state
various plans are made in order to cop up with these situations.
Organising: Within this function manager and leader of M&S is allocating resources and
strategies in order to deal with market complexities.
Leading: This function is the most significant role in which manager and leader of M&S is
delegating roles and responsibilities to their subordinates in most effective manner due to which
market situation are controlled.
Controlling: Within this function manage of M&S is monitoring all the inculcated strategies so
as to provide assistance in execution.
Situation 2: Fast changing situation
Within this situation the external and internal factors are changing in very prompt
manner. In the context of M&S the company is lying within this situation as due to Brexit market
and economic conditions are not certain in UK which is having high impact on business. Roles
within this situation are explained as under:
Planning: The foremost role of a manager or leader is to formulate strategy; in this context
managers are making flexible strategy which can be altered during any prominent market change
in order to achieve overall objectives of the business.
Organising: Within this function manager and leader of M&S are formulating plan of action and
managing them so that to avoid any error which could lead to mismanagement.
Leading: This is a very crucial role in which roles and responsibilities are delegated by manager
of M&S in a manner that unfed areas can be minimised and market situations can be controlled.
Controlling: Within this stage manager of M&S is going to perform monitoring of executed
strategy so as to provide high assistance to the business and to deal with prevailing market
situations as well.

P3 Apply different theories and models of approach, including situational leadership, systems
leadership and contingency.
Within business it is essential to apply most effective leadership theory so as to manage
the business in considerable way by which effective measures can be established in considerable
way. In context of M&S some leadership approaches has been explained as under:
Situational leadership: This style of leadership is described as the manner in which
business functions can be executed in most effective manner and styles can be changed as
according to the prevailing situation. This style of leadership is known to be the most flexible
style and all the organisational changes are included in this in proper manner. Leader of M&S
may use this leadership style in order to tackle various diversified situation in the business.
According to Blamchard and Hersey there are various aspect of this approach h are explained as
under:
Telling: This type of leader is the one who is known as decision maker and communicate
various information within two way communication.
Selling: In this type of leadership style leader try to sell off their ideas within their team
members so as to persuade them and explain task in remarkable way.
Delegating: This is known to be the lease risky leadership style in which team members
are also included by leader of M&S within given task. This style can be adopted by leader of
M&S in order to flow high maturity level in their team member.
Participating: Within this leadership style, leader is trying to inspire their team mates in
sharing new and innovative ideas in business by which they can boost their level of confidence
and uphold effective relationship with them.
Systems leadership: Systems leadership is known as set of skills and capacities which is
used by leader in order to bring catalytic situation of change management in business. This
theory was propounded by Ludwig von Bertalanffy in 1954 and Peter Senge in 1990. This is
combination of collaborative leadership style and intrinsic innovation in network of
decentralisation. Within this style of leadership, all the team members hold high openness so as
to get high productivity and efficacy in business. This leadership style helps the leaders of M&S

in creating system of managing business in order to maintain high superiority and control. For
instance M&S leader of the company is managing several departments like HR, finance, legal
and other within this leadership style so as to ensure enforceability of all applicable laws such as
employment laws and to manage all the departments in effective way. With the help of this
leadership style departmental interdependence can be established in order to enhance
departmental coherence (Srinivasan, 2017). This theory helps to execute functions of
management in proper manner as this theory stimulates high innovation due to which manager
feel free to execute their function of planning, organising, leading and controlling in most
effective manner.
Fiedler’s Contingency model: This leadership style described that effectiveness of
leader can be examined by mixing up leadership style in pertained situation. This leadership style
is having three major factors such as employee relationship, structure of work and Leader’s
power. This leadership style states that within leadership the most essential aspect is group
effectiveness. Leaders of M&S are supposed to examine prevailing situation so as to match
working structure and leadership style. This leadership style is helpful for the leader so as to
manage the whole team in most effective way.
Strength and weakness of various leadership theories
Leadership style Strengths Weakness

Situational leadership  This aids the workforce to stay
cheerful and comfortable.
 This leadership style is helpful for
M&S in getting high business
efficiency and providing effective
direction to the team.
 This leadership style is not having
positive implications on long term
business objective of M&S.
 It is not possible to collect all the
required information so decisions
are not up to the mark with
acquired information.
Systems leadership  This leadership style is emphasised
on individual and organisational
objective at overall level.
 Numerous directions are undertaken
within this leadership style.
 Decision making process is very
lengthy.
 High dependence on each other
subdivision which may give lead to
internal conflicts.
Contingency leadership  This is highly supple in nature.
 Team mates feel valuable as this
involves their opinion. (He, Liang
and Fang, 2016)
 It is a rigid procedure and acquires
so many complexities within
implementation time.
 High skills and information is
required which is not likely for all
the business.
TASK 3
P4 Explain the key approaches to operations management and the role that leaders and managers
play.
In the business there are numerous situations in which operation management approaches
are used in order to manage business activities in most profitable manner. These approaches are
having positive implications on M&S as the business is able to receive high efficiency and
productiveness. These approaches are elucidated as under:
Six sigma: Six sigma is a system in which high focus is placed on reducing overall
defects in the process of production in order to get maximum efficiency in offered products. This
system states that opportunities of defects should not be more than 3.4 defects per million in
order to get high customer satisfaction. Six sigma includes the manufacturing process in which

full quality improvements can be enhanced by the product in order to minimise overall defects.
Furthermore six sigma is having an approach which is called DMAIC which is explained as
under:
D-Defining the problem and the project goals
M-Measuring in detail the various aspects of the current process
A- Analysing data to identify defects in a process
I- Improving the process, and
C- Controlling how the process is done in the future.
Lean principle: This principle of operation management includes having high focus on
elimination of waste and redundant processes in order to minimise overall cost application and to
get high customer satisfaction. This approach is fully focused on lowering those business
activities which are not required. Within this approach five principles are included by M&S in
order to get high business efficacy and customer satisfaction (Kuciemba and Swindler, 2016).
Total quality management: This approach is decorated with adaptation of aspect of
continuous improvements within manufacturing and process of delivery. This process includes
all those dimension of business which are having managerial implications so in order to bring