Operations Management Review: Marks & Spencer Case Study Analysis

This report analyzes the operations management principles of Marks & Spencer. It begins with an introduction to the company, followed by an explanation of operations versus operations management. The report reviews and critiques the implementation of operations management principles within M&S, assessing the extent to which they meet the organization's requirements. It then discusses continuous improvement as a philosophy, describing Lean principles, and includes a continuous improvement plan with recommendations. The report covers various aspects of M&S's operations, including outsourcing, pricing strategies, organizational structure, and the application of scientific management. The report also examines the role of continuous improvement models such as Six Sigma and Kaizen within the organization. The analysis provides insights into the strengths and weaknesses of M&S's operational strategies, offering suggestions for improvement.

ID
Unit Number and Title Unit 187 – Operations and Project Management
Title Review and Critique of Operations Management (Part 1)
Project Life Cycle (Part 2)
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Table of Content
Part 1: Business Report
1. An introduction to chosen organization p
2. An explanation of operation vs operations management p
3. A review and critique of the implementation of operations
management principles within the chosen organization p
4. An analysis of the extent to which the operations management of
the organisation in the case study meets the requirements of the
organization p
5. Discussion of continuous improvement as a philosophy and
describe the Lean principles p
6. A continuous improvement plan, including your justified
recommendations for improvement, based on your review and
critique of operations management principles within your
organization p
7. Conclusion p
References p
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1. An introduction to MARKS & SPENCER
Marks & Spencer is luxury clothing brand which comprise comfort as well as
style for each and every fabric, clothing has fashionable pattern and finished
outlooks. It is major British multinational retailer having them headquarter in London.
They are having specialization in clothing, home, food and beauty products. It is
public limited company situated over 1463 places and cater their effective services.
The organization is also listed into London stock exchange; it has also gained major
significance in its market share. There are several stores which stocks apparels as
well as there are supermarkets for food products as well. The company is known for
bringing quality in terms of clothing, home ware and great valuable food for millions
of customers across the globe (Schleper and et.al., 2021). On the other hand, they
also provide some financial service included with credit card, insurance and savings.
2. An explanation of operation vs operations management
The term operations are balanced and it has optimum output from several
inputs, as operation management on the other hand is multidisciplinary sphere of
concern in which there are different resources as well as inputs within operations.
For instance, quality control, raw materials, production system and market tactics are
some suitable aspects for operation. Such methods connect with organization
internal working procedures and it aids in assessment of running business easily and
get in touch with productive output. The most preferable example for this can be
daily basis activities which comprises with market share and size of business.
Operation management is interrelated with distribution and manufacturing of
products and services. In regard with same this factor might provide significance for
Marks & Spencer to achieve its aims and objectives by increasing loyalty, fast
operational process, and customer retention. The fundamental concept of this
process is to convert labor good and materials into product and services for
maximizing profit of organization. Leaders in this process are included in
coordination and formulating innovative process while measuring present structures.
Productivity and organization known as key principles of being operation manager,
so on the work often wants innovation and skillfulness. They can control production
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process and operations in most significant way as possible. The experts try to
balance operating cost with revenue to increase net operating profits.
3. A review and critique of the implementation of
operations management principles within the chosen
organization
M&S principles of operational management rely on outsourcing non-core
activities to focus over business core aspects (Braganza and et.al., 2021). In
respective way company perform their sources of outfits from diverse range of
manufactures rather than operating own factories. The primary concern for them is to
make fashion culture and providing quality at favorable price. Also, concentration
over production for garments can be improved through avoiding outsourcing
production and intermediaries. It enables several users to make significant use of
trendy product with superior quality and value. The manufacturing operations are
totally dependent on better collaboration with clients as well as suitable techniques
which reduces tracking time period for keeping up trendy products current. In present
circumstances they are providing effective service in different areas such as clothing,
food, house product etc, in which price for commodity usually changes. In similar
way M&S continue to keep their pricing strategy more lucrative for commodities.
Also, there are two major elements in operation principles, at first it identifies rapid
and convenient approach in which company evaluates working capability and
improve practices through getting valuable feedback. Secondly, it works over
producing powerful workforce at their several outlets on the scale of managing daily
activities and operations as well.
Taylor's theory of scientific management is suitable in this progress which
depicts that provision of superior training to workforce leads to major productive
outcomes in business. There are some limitations in the operation management of
M&S multi-level dependency due to inefficiency in collaboration of several factors
direct to negative impact. Although, implementation of useful strategy at right place is
essential for company other than it may formulate failure in operations. On the other
hand, example in this context can termed as human errors within manufacturing
operations of Marks & Spencer. Moreover, transition problematic concerns appears
in most of the cases from manufacturing to sales in which it is most significant to
cover operation management relevantly working with other areas such as finance,
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sales and marketing. Clothing sector is extremely competitive industry as company
and their operating methods point them as market leaders. Outsourcing activities
allows them to focus on convey the hottest designs at best prices, while reducing
cost and enhancing their resources. Marks & Spencer setting up long term growth
markets and business model through forming up better relations with manufactures,
managing inventory, placing orders in bulk.
4. An analysis of the extent to which the operations
management of the organization in the case study meets
the requirements of the organization
M&S is having flat organization structure in which limited levels of
management among administrative levels and front line employees. The structure is
reliable to influence individuals to be involved in decision-making process
(Esoimeme, 2020). It was figured out that most of clothing retailers in UK are forced
to introduce new strategies to survive in market focusing towards customer buying
perspective. To perform this change, company introduced to alter its organizational
structure to flat as old structure was unable to serve better collaboration with
employees. The purpose of business is allied with increasing competitive advantage
in industry with affordable price strategy to formulate better customer relations. With
the help of effective workforce business will be able to go through such outcomes. In
other terms improved management function is major aspect by which company can
tend to follow their marketing plans. Whereas with effectual practices of advance
technologies' entity can figure out access to reduce cost and increase their
productivity through taking place in different newly formed desirable target markets.
Operation management in Marks & Spencer enables them to follow with
significant requirements of their stakeholders by benefited monitoring progress. For
instance, it can be stated as local retail outlets of organization in UK as well as
recruitment and selection of strong workforce can reduce chance for customer to
wait in queues. This allows for customer to get benefit by getting in touch with rapid
services. So operation management is significant aspect for organization and it
enables company to rely with basic fundamentals to fulfill requirements of
stakeholders. They can also work as looking after procedures of automation in
several stores to develop seamless experience for customers. Overall with the help
of such effective standards organization is capable to make sudden changes or
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enhance their productive outcomes. Whereas operation management serves various
factors through which company can grow to higher extent by fulfilling the
requirements of company.
5. Discussion of continuous improvement as a philosophy
and describe the Lean principles
Continuous improvement is also concluded as continue improvement, it is
termed as ongoing process for enhancement in product and services with suitable
breakthrough improvements. Whereas efforts seems to be incremental improvement
with time and breakthrough transformation at once (Görçün, Zolfani and
Çanakçıoğlu, 2022). Continuous improvement in lean methodology aims to increase
each and every process of business as concentrating on major activities which allow
to generate more value for customer. Similarly, in the context of lean principles six
sigma is effective data driven strategy for continuous improvement as it requires
quality management aspects non-moving in statistical analysis. There are some
measures which usually varies over infrastructure within organization which can be
stated as experts for such process. With the help of six sigma all kind of errors are
reduced and creates deviation into production procedures.
Six Sigma model analysis techniques that is usually applicable into
continuous improvement. It consists of five principles that reduces imperfections in
provision of framework for change. The lucrative outcomes of this model is suitable
for M&S to evaluate customer perspectives to fulfill their demands. With this process
it is essential to reduce waste in organization for enhancing their productivity as
catering better quality experience for audience in marketplaces. Thus, through this
model business can introduce some changes and form flexibility in their working
concerns as well as they would be getting enough capability to accept with sudden
change.
Kaizen continuous improvement is another relevant model that is often
considered for building block of lean production methods. It is essential to focus on
increase in productivity, eliminating waste, and to achieve continuous improvement.
There are five major elements of this model such as team work, better morale,
personal discipline, quality circles and some lucrative suggestions for overall
development. In context of Marks & Spencer this model will be appropriate as such
they create continuous improvement in their business through involving employee as
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part of several activities to introduce effective changes in their working concepts.
Moreover, the access is provided to each and every individual for giving feedback
from employees to carry out further potential opportunities (Bek and Lim, 2018). By
this process they work more willingly and provide fruitful outcomes through their
performance. These two practices are crucial for continuous improvement and
organization can enhance their superior quality service and make business
operations more satisfactory.
6. A continuous improvement plan, including your justified
recommendations for improvement, based on your review
and critique of operations management principles within
your organization
Marks and Spencer is using the continuous improvement plan for ensuring the
concerns related to using the theory which is scientific theory and this helps in
understanding the concerns related to following Taylor’s Scientific Theory of
Management and this theory is making the work process easier for the employees
and the technology which is being used at large scale (Santibanez Gonzalez, Koh
and Leung, 2019). This theory has the biggest disadvantage which is bureaucratic.
This can be improved by focusing on the employees which is understandable by the
employee – centric approach and this is the basis of how effectively there are
concerns which are related to growth and development at large scale.
Flexible operations and specialization is the basis as to how effectively there
are concerns related to operations to be managed in appropriate manner. Innovative
and creative changes are the manner in which the operations of Marks and Spencer
can be improved and this concerns the positivity regarding the processes and
systems related to growth and development (Saffar and Obeidat, 2020). Quality and
values are the major principles of Marks and Spencer which is to be managed and
this helps in understanding the perspectives related to how the company is able to
initiate and find that these principles are effective at large scale. The biggest merit of
Marks and Spencer is that the company is able to initiate and create value for the
products and services which are concerned with the customers and employees of
the company.
There are some major characteristics of leader and manager and this helps in
understanding the perspectives related to creating value within the organization
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(Holweg, Davies and et.al., 2018). The major demerit which Marks and Spencer is
facing is the slumps in sales since the past years and this is affecting the profits and
growth of the company at large scale. This issue and problem can be solved by
ensuring the concerns related to how the products can be developed at large scale.
The sales can be improved by improving the quality of the products and balancing
the financial basis in significant manner. This is the major recommendation which will
help Marks and Spencer to solve the problems and issues which the company is
facing due to the operations of the company. Therefore, there are concerns and
aspects which are related to improving the systems regarding the operations of the
company at large scale.
7. Conclusion
Thus, it is concluded from the above report that operations and operations
management was being explained in appropriate manner. Along with this, operation
management is also analyzed and explained by addressing the concerns related to
operation management principles within Marks and Spencer appropriately. The
operation management of the organization meeting the operations of the
organization is also described. Further, continuous improvement as the lean principle
is also described at large scale. Moreover, recommendation for improvement and
operation management principles have also been described at large scale.
Therefore, operation management principles are also managed at large scale. This
has helped in analyzing and understanding the aspects related to effectively
evaluating the concerns related to operations management.
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References
Bek, D. and Lim, M., 2018. The circular economy: a key approach for addressing
strategic business challenges in supply chains. Social
Business. 8(1). pp.95-102.
Braganza, A. and et.al., 2021. Gigification, job engagement and satisfaction: the
moderating role of AI enabled system automation in operations
management. Production Planning & Control, pp.1-14.
Esoimeme, E.E., 2020. Using the risk-based approach to curb modern slavery in the
supply chain: The Anglo American and Marks and Spencer
example. Journal of Financial Crime.
Görçün, Ö.F., Zolfani, S.H. and Çanakçıoğlu, M., 2022. Analysis of efficiency and
performance of global retail supply chains using integrated fuzzy
SWARA and fuzzy EATWOS methods. Operations Management
Research, pp.1-25.
Holweg, M., Davies, J. and et.al., 2018. Process theory: The principles of operations
management. Oxford University Press.
Saffar, N. and Obeidat, A., 2020. The effect of total quality management practices on
employee performance: The moderating role of knowledge
sharing. Management Science Letters. 10(1). pp.77-90.
Santibanez Gonzalez, E.D., Koh, L. and Leung, J., 2019. Towards a circular
economy production system: trends and challenges for
operations management. International Journal of Production
Research. 57(23). pp.7209-7218.
Schleper, M.C. and et.al., 2021. Pandemic-induced knowledge gaps in operations
and supply chain management: COVID-19’s impacts on
retailing. International Journal of Operations & Production
Management. 41(3). pp.193-205.
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Table of Content
Part 2: Project Portfolio
Project Title p
An overview of the case study you have been given p
An explanation of each stage of the PLC that applies to your
selected project, including supporting documentation for each
stage (e.g., business case, the project plan, cost-benefit analysis
and work breakdown structure):
 Project initiation p
 Project planning p
 Project execution p
 Project closure p
Analysis of the project methodologies and tools used p
Review and critically evaluate the effectiveness of the PLC in
application to your project using the appropriate theories models
and concepts p
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Project Title
Operations and Project management
An overview of the case study you have been given
There is there this large manufacturing organization which is based on
Midlands and has 1250 employees on the site. There are different roles which the
organization has staff employed and this includes office staff and the workers of staff
at large scale. Currently the issue is that there is no onsite catering and this is the
major issue which the company is currently facing. The offices and factory are on the
extensive site in various buildings and this helps in indicating the concerns related to
effectively evaluating the perspectives related to analyzing what the company is
actually demanding and is concerning. With regard to change programme, three are
initiatives which are taken (Glock, Grosse and et.al., 2019). The organization has
employed numerous individuals and people and this has helped in analyzing the
concerns related to health and safety of the people which is created at large scale.
The case study is focusing on the providence of the healthy food to the employees.
This has been the major concern for which this project is developed at large scale.
This is the project which is being created in significant manner for “Cooking
Food in the House” for aligning with proper norms and project requirements in
appropriate manner. The main purpose of the project is to provide the employees
better quality and affordable food to staff of the organization at large scale. This will
help in creating the value of providence of the health and safety products and
services to the employees appropriately and significantly.
An explanation of each stage of the PLC that applies to
your selected project, including supporting documentation
for each stage (e.g., business case, the project plan, cost-
benefit analysis and work breakdown structure):
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Project initiation
 Title: Cooking food in house.
 Brief Description: The Project is based on “Cooking Food in House” for
employees so that the employees are initiating the concerns related to what is
their contribution towards the company.
 Background: There are majority of employees who are going out in lunch
break and therefore it is very important to provide them quality food and its
products at large scale (Kordi, Belayutham and Che Ibrahim, 2021).
 Goals: To reduce the outing and hiking of employees by providing better
quality food.
 Scope: All employees around 1250 will be covered under this project.
 Impact on the business system: This will incur to improvement which will
lead to better quality products.
 Stakeholders: Employees, management, society, owners etc. are some
major stakeholders in this programme (Haass and Azizi, 2020).
 Roles and Responsibilities: The major role of carrying out this project is
done in the manner related to how rational and satisfactory the project is
being made and framed.
 Milestones: There will be some major standards such as rate of retention,
higher productivity and among this there is most important thing which is
analysed is the free time which is provided to employees.
 Budget: All the expenditures which are covered within this project are
analysed and taken.
 Constraints, Assumption: The constraints are analysed as how the increase
in the fluctuations may occur along with other problems and issues at large
scale.
 Success Measurements: Employees of the organization are only satisfied
when ROI goes up. There are some Internal standards such as higher
retention, employee satisfaction, lower outing in lunch break which are major
standards of the organization (Wang and et.al., 2022).
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