Detailed Analysis: Leadership and Management at Marks and Spencer

This report provides a comprehensive analysis of leadership and management practices within Marks and Spencer (M&S), a multinational retail company. It begins by differentiating between the roles and characteristics of leaders and managers, emphasizing the importance of vision versus goal-setting, and the impact of leadership on employee motivation and productivity. The report then delves into the application of leadership and management in different situational contexts, highlighting the significance of customer loyalty and employee development. Furthermore, it explores various leadership theories and models, including situational, systems, and contingency leadership, and their relevance to achieving business objectives. The report also examines key approaches to operations management, such as Six Sigma, Total Quality Management, and Lean theory, and the roles of leaders and managers in implementing these approaches. Finally, it discusses factors impacting operational management and decision-making, concluding with the overall importance of effective leadership and management in achieving organizational success at M&S.

MANAGEMENT AND OPERATION

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P.1 Different roles and characteristics of a leader and a manager..............................................3
TASK 2............................................................................................................................................5
P2 Role of a leaderand the function of a manager apply in different situational contexts..........5
P3 Theories and models of approach, including situational leadership,Systems leadership and
contingency.................................................................................................................................6
TASK 3............................................................................................................................................7
P4 key approaches to operations management and the role that leaders and managers play.....7
P5 Importance and value of operations management in achieving business objectives.............9
TASK 4..........................................................................................................................................10
Cofactors that impact upon operational management and decision-making by Leaders and
managers...................................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
This report will discuss the roles and responsibilities of leader and manager in the M&S.
Marks and Spencer is multinational retailer company. It specialises in the selling of clothing,
home products and food products. Leadership is process in which leader motivates the staff to
increase their performance. Leadership involves emotional ties and commitment. For gaining
insight knowledge of the organisation, present report compares different roles and
responsibilities of leaders as well as managers of the firm. Report also describe the different
approaches and theory of leadership. Furthermore, report analysis the importance of operation
management and differentiates between responsibilities and roles of leader and manager with
different theories. Report also explains the role of operation management in the organisation.
Operation management has a main role to increase the productivity of business.
TASK 1
P.1 Different roles and characteristics of a leader and a manager.
Leader and manager have the main role in the success of any organisation. Leaders and
manager perform the difference roles within the business to achieve their target and goals.
Leaders create the vision whereas manager create the goals(Northouse,2015). Mangers had the
main role to manage the business environment. Leaders have followers whereas managers have
subordinates.
Leadership means to motivate other employee to achieve the success of business. Leader
of M& S have responsibilities to innovate various activities and objectives in different areas.
In M&C leader focuses on the performance of employees, leader try to develop new skills in the
employee to increase the productivity and benefits of business. Leaders are task oriented who
focuses on effective results and outcome(Miner, 2015). Leaders of cited company has good skills
to motivate workers. Leader of cited company always motivate the employee by using new
technologies. Leader has main role to in the productivity of business.
Leader have responsibility to determine the individual performance. To increase the productivity
he has to determine the individual performance. Leader of cited company maintain good relation
with employee with positive attitude. He focuses on the team work so that different skills and
ideas can be share with each others. And by the teamwork the productivity and margin of
business also increases.

Manager of mentioned company focus on the services and product quality. They
manage to provide the best product and services to the customers. Manager of the cited company
focuses on managing the plan(Epstein and Buhovac, 2014). Manager always try to satisfy the
customers, he always makes the plan and manage them. Manager has responsibility to solve the
company's problems and issues. Manager also solve customer's problems by increasing the
quality and services of products. Manager of cited company tries to increase the quality of
product. He makes the plan in good manner to achieve the task. Manager of M&S uses the same
approach and skill to operate the task.
Manager creates the strategies, polices and methods that combine to operate Smoothly.
Manager creates different teams for different areas to operate the task smoothly. Manager have
responsibility to operate the business smoothly. Manager of M&C directs and controls the people
or resources in groups according to the rules and principles of organisation.
To enhance the profit of company manager of M&S always uses the same approach and
strategies. Manager always try to build a team work. He takes feedback from different supervisor
of company. He is not able to analysis the performance of individual, he determines the
performance of team work. He focuses on the total productivity and quality of services.
Customer satisfaction is very important for the manager.
TASK 2
P2 Role of a leaderand the function of a manager apply in different situational contexts.
Leaders and manager both are the backbone of M&S. Both are important elements in
M&C to achieve the success. Both haver different responsibilities and roles in business. Both
have to take decision to complete the target in good manner(Slack, Brandon and Johnston, 2013).
Marks and Spencer is multinational retailer company. It specialises in the selling of clothing,
home products and food products. In the food product customer want healthy and good quality of
food. For good quality customer are ready to pay the amount which are charged by the company.
So the manager of M&S needs to maintain the quality of products. To maintain the
customer's loyalty for organisation its very necessary to maintain the services and quality. To
determine the business activity both leaders and manager provides the different responsibilities
to the organisation. Management and leadership both have the different roles to increase the

brand image of M&S. Following are some roles and responsibilities must follow by the
managers and leaders of cited company.
 Customer's loyalty is success tool for the organisation. So its leader's duty to make his
employee capable to satisfy the customers. When employee serve his/her services in
effective manner so that clients will get attract from the services and will always loyal for
the organisation. So leader should provide development and skill trainings for the
employee so they can perform at high level. On the other hand manager of M&S also set
the plans to achieve daily target to increase the productivity of corporation.
 Some times disagreements between the workers takes place in the organisation. This
problem affects the productivity and benefits of corporation. So to remove this problem
leader have to focus on the teamwork and try to build a good relation between all the
employees by providing some activities and common goal. On the other hand manager
have responsibilities to manage the staff and check the quality of products on the regular
basis.
Roles of manager
Planning: To achieve the task manager of M&S has to make the plan. Manager sets the goals
through the planning. Manager have to make effective plan for new product launch.
Organizing: For achieve the target manager take different strategies and approaches.
Leading: Manager of cited company always try to utilize optimum sources to achieve the task.
Role of leaders:
Monitor: Leader have responsibility to monitor the individual performance.
Motivation System: Leader have to provide the motivation system to the workers. If employees
are not happy with their jobs than they will not perform at high level(Anderson and et.al.,2015. ).
It reduces the productivity of business. So to increase the productivity motivation is very
necessary for the business environment.

P3 Theories and models of approach, including situational leadership,Systems leadership and
contingency.
In several system different types of theory and approaches uses by the leaders to enhance
the goal of business. Leadership is process which emphasize to achieve the goal: & leader tends
to mobilize people and resources(Brown and et.al., 2013 ). Leadership involves emotional ties
and commitment. Leader of M&S increase the ability of workers. To achieve the goal and to
increase the productivity of employee there are several theories and models such as situational
leadership,
Systems leadership and contingency, Which are very useful to increase the business.
 Situational leadership style: This style has all the more connection when teamwork together
across functions. In this style leader have to maintain the motivation level for the teamwork.
To create the high performance team leader have to choose this style. This style is a
negotiable tool to solve business problems within the environment. In this style leader
determine roles and responsibilities to each member at workplace according to their interest,
qualification and personal skills. It is simple and best style for cited company in order to take
quick decision. It means same leadership can not be participated in all situations, leadership
style have to change due to circumstance and environment context. This strategy encourages
the leaders to take stock of their member. This style is not based on the personal skill of
leader, leader can modify and change the style.
 Contingency leadership style: In this process firm uses the three major factor such as task
structure, position and relation with members. All these three factors have main role in this
style. A leader must have a good communication skill and positive attitude. If leader is able
to communicate with employee very easily and positively it will increase the motivation level
of employee. This style mainly focuses on the leader's personal skills and attitude. According
to personality and personal skills leaders help in earning the profits at the workplace.
 Systematic leadership style: In this style leader must focus on the business improvements.
This style focuses on the developing business. By using this style company can improve the
benefits and productivity. This is style mainly focus on the developing business within firm.
This style covers roles and responsibilities to manage the business function. By using this

style organisation can easily determine the skills and ideas of their employee. This style set a
target to achieve all the activities.
TASK 3
P4 key approaches to operations management and the role that leaders and managers play
Operation management is very important area for the M&S to enhance their profits and
revenue within the business unit. Operation management is very important to manage the firm in
effective manner. Operation management focus on the resource utilization in the organisation.
This factor increases the productivity and benefits of M&S. It includes designing, controlling and
various operating functions(Reina and et.al., 2017.). All activities develop the areas where the
corporation can enhance their margin. For bring the positive output every employee h ave to
participate in decision making, every employee of mentioned organisation must take the part for
achieve the goals.
By taking the additional information at workplace every business can take effective
decision. Important approaches in the operational management are as follows:
Six sigma approach: In the M&S this approach is focused on the quality of product. As M&C is
multinational retail company. Customers are ready to charged the price of good product(Jiang,
2014. ). Trending charts, calculations and other ratio is used as tools in sigma approach. To
utilize the resources in effective manner this approach is used in M&S.
 Total quality management: To bring the efficiency in production this style is used in
M&S. This approach focuses on the customer's needs. In this approach they provide the
products according to the customer's need. In this approach management continuous
focus on the quality of old and new product to satisfy the customers. Customer
satisfaction is very important for any organisation as number of customers increases
productivity and benefits also increases. So this approach is used to increase the quality
of product.
 Lean theory: To remove the waste product from manufacturing process this style is used
in M&S. In this process the manager of cited company order the products from supplier
only at time of need. This approach reduces lose and increase the efficiencies. In this
process manager continuous gives his efforts to improve the quality of product. By this
approach the productivity will increase effectively.

Leaders role
In M&S following roles can be asses at workplace:
Setting the clear vision: most important role of leader in organisation is to determine clear
vision at workplace. For achieve the goals of business leaders must motivate their employees.
According to the skills, interest and qualification leader have to distribute the task among their
workers. When employee gets the task according to their interest they will perform at high level
with effective manner. So M&S achieve their target easily at work place.
Motivating employee: employee satisfaction is very important for corporation to achieve the
goal, Because if employee is not happy with the job conditions than he can not satisfy the
customers also, and customers satisfaction is most important for the growth of business. In M&S
all employees give their effective performance to achieve the goal.
Role of manager
To manage the business activities, manager have to organise various things that support
to manage business activity. To develop the profits and productivity at workplace, manager have
to arrange the different task and roles for every team member.
P5 Importance and value of operations management in achieving business objectives.
Operation management includes planning, organising, staffing and controlling.
Operation management have important role in business success. To manage the business
activities operation management is used by the cited company(Northouse,2015). The main aim
of operation manager is to determine goals at workplace. With the help of factors such as
planning, directing and managing the business can achieve their task. The main aim of operation
management is to focus on the skill of employee. Operation management focus on the quality of
product and services.
Operation management is the combination of manage the people, sources and system to
deliver useful products and services to customers.
M&S has a good operation management department that continuously increases the growth of
the business. When corporation's operation management works properly than the function of all
other department will rum smoothly. If operation management is improper in any organisation
than all other department will also suffer. The company can reduce their production cost with

consider operation management. In this process the manager make effective plan for the target
hence they can achieve objectives easily through deliver the profitability.
Operation management focus on the two main objectives such as customer services and
resource utilization to enhance the productivity of business.
Customer service: customer satisfaction is backbone of M&S, this company always focuses on
the services. For cited company customer's loyalty is very important. To increase the brand
image customer's positive feedback is very necessary for the mentioned company. So operation
management of cited company always try to provide the best services to the customers through
their best employees. So manager plan to satisfy the customers in good manner. There are so
many competitors of M&S in the market so to overcome the problem of competitive cited
company continuous increasing their services for the customers.
Operation manager also focuses on the quality of new product to attract the customers. Cited
company attracts the customers by using the different techniques of marketing such as TV
advertisement, social media (Facebook, twitter etc.)
Quality of product is also a main factor that attract the customers. So operation manager also
determine the quality of products. If customers have issue on the quality of product than its
operation manager's duty to improve the quality of products.
Resource utilization: besides this another major object of operation management is to focus on
the resource utilization. The main reason of increasing the cost of production is improper use of
resources by the workers. Operation manager try to teach all the employees how they should use
resources. Operation management provides the training and development for the workers, in this
process employee learn new skills of resource utilization and techniques. So by new skills and
techniques employees get able to provide the best services to customers and learn to utilize the
resources in good manner. As businesses environment becomes more challenging so the all
company started focus on the operation management. Five factors such as quality, speed,
dependability, product flexibility and cost are determined by the operation manager.

TASK 4
P6factors that impact upon operationalmanagement and decision-making by Leaders and
managers.
Operation manager has important role in cited organisation because they are making plan,
system and take responsibilities to achieve business goals. Every organisation and its
management affected by the internal and external environment. External environment means all
the outside factors that affects the organisation(Tahir and et.al., 2014.). On other hand leaders are
set the target to increase the productivity of business to manage M&S targets. Competitors,
customers, economic dimension, technology dimension, political dimension legal and supplier
also affect the operational management. Operation management and leadership is affected by
competitors because when new entrant comes in the market and they provide the same product at
low price to customers. So to overcome these problems management have to increase their
quality and try to launch new products.
Operation management and decision making is affected by various factors which are as follows:
Work process: To gain the positive output management need to make effective process. For this
manager need to make the effective plan to achieve the task in proper way. Thus, M&S requiring
to taking responsibilities through make the profitability in the company.
Employee training: to increase the performance of employees development training is also
essential. In this process manager have to offers the trainings to increase the skills and capacities
of workers. Manager of M&S can provide the best development trainings to their workers so that
they can share their ideas and skills with each others. This process will increase the productivity
of business.
Schedule time frame: to complete each and every activity manager of cited company have to
follow the schedule time frame(Sung and Choi, 2014). In this process manger have to make plan
or schedule for the new product launch to attract the customers. Objectives of corporation can
achieve by using the schedule time frame properly.
Relationship with supplier: if company have the good relation with supplier than organisation
can easily meet with profits. Company must build the contacts with the different suppliers,
Because if one supplier increase the price of material than company can purchase the material
from another supplier. By this process company can reduce the production cost easily.

Relationship of leadership and management: when M&S make their relation with leaders and
management it will create positive impact on the firm.
CONCLUSION
From the above report, it can be summarized that management and operation is play main
role for development of company. It includes various features which need to followed by
manager and leaders. Moreover, it determines the different theories and approaches such as
situational leadership, Systems leadership and contingency. In addition to this, report also
analysis the roles and responsibilities of mangers and leaders to deal with the different situations.
Beside this operation management also posses role such as leader, organize things. Furthermore,
it focused on the situation of M&S in which leader and manager make effective participation to
achieve goals. It also explained the main roles of leaders such as set goals, motivates the
employees and build morality at workplace. In addition to this it is also concluded that operation
management play a important role to increase the profitability of business.

REFERENCES
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