Leadership and Management: A Report on Marks & Spencer's Practices

This report provides a comprehensive analysis of leadership and management practices at Marks & Spencer, a major retail company. It begins by comparing the roles and characteristics of leaders and managers, highlighting their distinct responsibilities and the importance of both for organizational success. The report then differentiates between the functions of a manager and the role of a leader, providing real-world examples within the context of Marks & Spencer. Furthermore, it delves into various leadership theories, such as situational and systems leadership, evaluating their strengths and weaknesses in different operational contexts. The report also examines the application of leadership and management in decision-making and risk-taking scenarios, emphasizing how leaders and managers can improve the efficiency of operational management. Finally, it discusses factors within the business environment that impact operational management and decision-making, illustrating the practical application of these concepts within Marks & Spencer.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Compare various roles and characteristics of a leader and manager.....................................1
M1 Differentiate between the role of a leader and function of a manager..................................4
D1 Analyse and evaluate different theories and approaches to leadership.................................4
TASK 2............................................................................................................................................4
P2 Role of leader and function of a manager apply in different situational contexts................4
P3 Various theories and models of approach..............................................................................5
M2 Strengths and weaknesses of different approaches...............................................................6
TASK 3............................................................................................................................................7
P4 Key approaches to operations management...........................................................................7
P5 Importance and value of operations management.................................................................8
M3 Leaders and managers can improve efficiencies of operational management.....................9
TASK 4............................................................................................................................................9
P6 & M4 Factors within business environment that impact upon operational management and
decision-making..........................................................................................................................9
REFERENCES..............................................................................................................................13

INTRODUCTION
Operation management refers to management areas which is concerned with controlling
as well as designing manufacturing process and also redesign the business related operation fr
producing better quality of services and products in an effective manner. The focus of
management operation is to managing production process and also distribute services and goods.
The operations managers plays a necessary roles in order to managing the personnel as well as
raw materials (Braman and et. al., 2013) This business report is based on Marks and Spencer
and this firm deals in retail sector which is established in London. This firm provides luxury
goods, clothing, home products etc. in United Kingdom, it has 979 stores. Under this report
mentions about the various roles and also characteristics of manager and a leader. The main
functions of management operations are planning, organizing, coordination, controlling etc. Key
approaches to the operations management and also role which managers or leaders plays will be
discussed under this report. Importance and also value of the operations management in order to
achieving the goals and objectives of business will mentions about this report.
TASK 1
P1 Compare various roles and characteristics of a leader and manager
It is necessary for all business firms to have good leadership as well as management
activities in order to achieve their aims and goals in a proper and systematic manner. Manager
and leaders both persons should have the capabilities to deal with staff members in an effective
manner. It will helps for business firms in developing as well as maintaining the better brand
image at market place. If brand ill be better, then large number of consumers will be attracted
towards it. Marks and Spencer is a large size business firm and it has a good brand image in
competitive market (Bromiley and Rau, 2016). In this firm, there are leaders and managers both
working and they guide or motivate their employees for the purpose of enhancing their working
abilities. This business firm provides provides its services as well as products in all over the
world.
Manager- This person is responsible for managing, controlling of all business related activities
as well as operations which are conducts in a business firm. It is a responsibility of manager to
monitor staff members that they doing their work or jobs in a proper manner or not. It is
important that manager should have good knowledge along with the capabilities so that it can
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guide or motivate employees so that they can perform in a proper manner. Manager conducts
training for workers for the purpose of enhancing their skills, knowledge and working
performance.
Role of manager:
Hire capable persons- The main role of manager is to appoint capable person which have
knowledge about job and do work in a proper way. It will helps in providing benefits to
company.
Team development- It is a responsibility of a manager to develop better performance of a
team because from this their productivity and development of team members will be enhanced. It
will helps in achieving the aims and objectives with in specific time period.
Motivate staff members- The main role of manager is to motivate employees so that they
can work properly (Bujak, Carvalho and Sriramulu, 2012). If manager will increase morale of
workers then they will be loyal towards firm and focus on attaining aims and gaols of firm with
in a specific time period.
Develop people- It is a responsibility of manager to give training to employees so that
their working performance as well as knowledge will be increased. Manager also motivate them
to work in a team on achieving common goals.
Characteristics of manager
Communication- IT is necessary that manager should have better communication skills so
that its can deal or interact with its staff members in a proper manner. In Marks & Spencer,
manager listen the issues or problems of employees and provide them satisfactory solution.
Experience- IF managers will not have no experience of guiding a team then in this case
there will be many problems arise and manager will face several, difficulties. So, in context to
this managers should have this characteristics, so that it can guide its workers in an effective
manner.
Leadership- In context to an effective or better manager, then this person should able to
lead its staff members in a proper way (Chowdary and George, 2011). There are many roles and
responsibilities which manager should know at the time of leading a team.
A leader is a person who is appointed by the organisation to regulate the employees
working in the organisation. It guide the employees to perform their work effectively in the
organisation. They are also responsible for motivation and direction to the employees to attain
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the goals and objective of the organisation. They resolve the issues and conflict among he
employees working in the organisation .
ROLE OF LEADER :There are different type of roles of leader at different level of
organisation.
Required at all levels- Organisation appoints leaders at different level from lower level
to higher level of management for implementation of policies and providing proper guidance to
the employee at different level.
Representative of the organisation- Leaders act as the representative of the organisation
because they have attend various seminar and conferences on behave of the organisation. They
are also responsible for promotion of the organisation among the society.
Friend , philosopher and guide- Leader should be friendly in nature for better
coordination among the employees in effective manner (Cochran, Cox and Kharoufeh, 2011). So
they can guide and regulate the employee for completion of task could be completed in
stipulated time.
Support- A leader can act as a manager of the company they are always be in supportive
manner for the employee working in the organisation. Their intelligence and experiences account
to regulate the staff members to achieve the goals of organisation.
CHARACERTISTICS OF LEADER:
Collaborative : Leader should make proper coordination with the team member so that
members works according to the guidance of the leader.
Visionary: It is important for leader to have a future vision for employee motivation to
their objectives.
Influential: leader should act as a influencer not controller then they can able to succeed
to guide the employees as per the orders.
Empathetic: The leader should empathetic in nature to serve the employee as they
wanted to be treated.
The people who are involve in handling the activities of in operation management are
called as the project manager. With their proper coordination all the activities are completed in a
planned manner.
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M1 Differentiate between the role of a leader and function of a manager
In an organisation, leaders and managers both are different but they both work on
achieving common amid and objectives of firm. The roles of leaders is that it should be
innovative, goods philosopher and also risk taker (Giuliani, and et. al., 2015). This person should
motivate its team members to work properly. On the other hand functions of managers are
planning, organising, controlling, directing.
D1 Analyse and evaluate different theories and approaches to leadership
In Marks & Spencer there are democratic and transparent leaders are working which
increase the morale of staff members in order to accomplishing the gaols of firm. These both
managers adopts various kinds of leadership theories such as contingency, system and situational
leadership theory. These all the theories are helpful in increasing operations of company.
TASK 2
P2 Role of leader and function of a manager apply in different situational contexts
Managers and leaders both are the necessary part of company because they helps in
achieving set objectives of an organisation in a systematic manner. They both contribute for
increasing ales as well as profit level of business firm to increase market share. The managers of
Marks & Spencer plays an important role in order to guiding as well as motivation of staff
members. The functions of managers and role of leaders in various conditions are given below as
above:
In case of Decision- making
Role of leader- A leader of a manager take effective and beneficial decision which are
favour of company in order to increase standards for providing better satisfaction to consumers
with the helps of using six sigma approach. This approach is helpful in reducing wastage as well
as errors from, production process (). The main role of leader is to determine changes which are
necessary for motivate employees for makes changes at work place. At workplace, many
employees are not satisfied from change, so in context to this leader should guide them and
understand about the advantages of changes. It is a responsibility of manager to guide or
motivate its steam members to work together with out arising conflict. It will helps in tasking
corrective decisions in favour of firm.
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Function of manager- Employer should communicate with its employees in a proper
manner and also solve their issues or problems by proving them better and satisfactory solutions.
In order to making corrective decisions regarding firm, it is necessary for manager to managing
work properly and monitoring performance level of employees. In context to increasing skills of
staff members, employer should conduct training to them. It will helpful in developing positive
working environment in company. Developing a corporation in company is the duty of manager
and during execution of six sigma, manager should do its job in a better way. It is necessary that
manager should involve staff members in the process of decision making.
In case of risk taking
Role of leader- It is very complex to change perception as well as thinking of leader. It is
a responsibility of manager to identify all risk factors which can develop negative impacts on
business activities along with operations (Jørgensen and Zaccour, 2012). Leader took risk
through providing an employment to women as well as African people. In context to risk taking,
it is the duty of leader to guide its team members how to deal with risk in a proper manner
without arising conflict. Marks & Spencer provide its products as well as services at
international level. So, it faces many issues regarding transportation of goods. Leaders should
have the ability to deal with risk.
Functions of manager- It is necessary that manager should determine all those factors
which can impact internally and externally of business. Managers should support its employees
at every stage and increase their motivation to deal with risks. To deal with risks or problems, it
is important that employer should provide them training.
P3 Various theories and models of approach
There are some theories of leadership given below as above:
Situational theory- It is an effective theory which is used in the process of leadership.
This leadership theory was developed through Dr. Paul Hersey. On the basis of this, there is no
suitable as well as best style of leadership in an organisation (Katsikopoulos and Gigerenzer,
2013). According to situation leaders adopt their styles. According to thus theory, those leaders
which are regarded very effective should make correct style of leadership in right situation in
context to completion of given task in a better manner.
System leadership theory- It is regarded as a controlling leadership approach. Under
this, leader identify all activities which are necessary for Marks & Spencer to perform as well as
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manage all business related activities in a proper manner. This theory is helpful in solving
problems at workplace. It will develop positive impact on business operations as well as
activities (Kerzner and Kerzner, 2017). It is necessary that staff members should perform their
responsibilities and responsibilities in a proper manner which are allotted to them by manager.
Contingency theory- On the basis of this theory, it is identified that there is no effective
way to handle specific condition in an organisation. It is depend on leaders to select strategy
according to condition.
Two management theories
Classical theory- It refers to a traditional theory and under this, manager search a better
and also easiest method in order to perform activities of business in a better way. The main
motive of this management theory is to enhancing profit level as well as development of an
organisation in a systematic manner.
Modern theory- It main objective is to provide better quality of products of consumers
and then increasing growth rate of business. The main focus of this theory is to adopt latest as
well as advanced technology in order to making process of business better and effective.
M2 Strengths and weaknesses of different approaches
Contingency leadership theory
Strength- This theory is helping in giving accurate data or activities which provides
benefits of firms activities as well as operations.
Weakness- This theory is reactive not proactive in nature (Pinto, 2015). The main
weakness of this theory is that there will be complexity in the effective contingency plan.
Situational theory
Strength- This theory is used by Amazon company for providing training to leaders. It is
very perspective.
Weaknesses- The flexibility of this theory is limited and it is a major weakness.
Situational leadership
Strength- This theory is very effective and helps in taking better decisions regarding
company.
Weakness- This theory is complex and can not be applied in practical conditions.
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TASK 3
P4 Key approaches to operations management
It is necessary for the management to focus on its operational areas in a business firm.
Operation is that areas which is related to earning profit. There are different approaches to
operation management given below as above:
Total quality management- The main objective of this approach is on continuous
development or growth of services as well s products which are provided by Marks & Spencer.
This approach is helpful in making the quality of products through minimising errors from
process of production (Rani and Moreira, 2010). It helps in enhancing expectations of consumers
so from this they will feel better and will be attracted towards products of firm. In context to this,
managers and leaders both selects better and effective strategy to making business successful.
Six sigma approach- It refers to a set of tools and techniques for the purpose of
improving process. The main aim of this kind of approach to remove gap which comes in the
process of manufacturing in an effective or systematic manner. In context to case study of
Amazon, this company tries to reduce mistakes and service better quality of products or services
to its consumers. This approach seeks to rising output quality of manufacturing process through
determining and eliminating all detects and also reducing variability in the business as well as
production process.
Just in -Time approach- It is an stock strategy which is used by Amazon or enhancing
the effectiveness or efficiency and also reducing wastage from the manufacturing process. It is
also helpful in minimizing an inventory cost. In context to this, managers and leaders plays a
necessary roles for import al resources in an organisation. Manager should provide training to its
staff members regarding this technique,. On the other hand leaders should motive team members
to work according to it.
Lean manufacturing process- Wastage in production process is regarded as a main
issue in the operation management (Ravindran, 2016). The main focus of lean manufacturing
process so to removing various kinds of wastage which are exist in the process of production. In
addition to this, managers divide business activities in a systematic manner so that workplace on
employees will be minimum. If the wastage will be reduced, then Amazon company can provide
better quality of services to consumers properly.
Roles of leaders and managers
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Planning- It is an important process in an organisation. Before doing any activities and
work, it is necessary to do planning. It is helpful in doing the work in a systematic or effective
manner. In regards to this, managers and leaders of Amazon busies firm to develop an effective
plan through taking the opinions and suggestions from staff members.
Managing- It is a duty of manager as well as leader to managing operations along with
activities of company in a proper manner (Schniederjans, Cao and Triche, 2013). It will helps in
providing advantage to firm. It is necessary that manager of Amazon company to increase
morale of employees so that they can work together or achieve common objective of an
organisation in a proper manner.
Coordinating- It is important that in an organisation, there should be coordination's or
cooperation among the staff members. It is helpful in development of business.
P5 Importance and value of operations management
Operation management is necessary for a business firm to maintain effectiveness of
production process. There are some importance of operation management in Amazon company
given below:
Consumer satisfaction- In order to sustain large large number of customers at market
place, it is essential for Amazon company to fulfil their needs and wants through providing better
quality of services or products. It will be helpful in gaining the competitive advantage at market
place. If the product will be attract then people will buy more Amazon organisation provides
better services to its consumers and also gain their trust.
Increasing profit- The main objective of Amazon company is to increasing more profit
through satisfying consumers' needs (Schwarz, Hall and Shibli, 2015). Amazon company
provides its products through online so, in order to increasing profit level, firm should provide
quick delivery to consumer from this they will be happy and purchase more products from this
company. With the help of this sales as well as profit of this form will be enhanced in an
effective manner.
Quality improvement- In this Modern world, the main focus of every consumer is to
better quality of products as well as services. If the quality will be good then consumers will
purchase more. As Amazon uses new and advanced technology in its production process for
producing better quality of goods.
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Minimizing wastage- In context to enhancing development and image of firm, it is
essential for the manager of Amazon to focus on decreasing wastage as well as errors in the
process of manufacturing (Zangiski, de Lima and da Costa, 2013). It will be helpful in making
the production process better and improve in products quality.
Enhancing goodwill- If Amazon company will provide the goods and services on they
basis of consumers needs and preferences then large number of consumers will be attracted
towards company. It will assess in development as well as reputation of an organisation.
M3 Leaders and managers can improve efficiencies of operational management
In Amazon organisation, managers and leaders work one enhancing effectiveness as well
as efficiency of business related activities or operations. There are many different approaches or
techniques which are used by Amazon company for improving efficiency of operation
management are Just- in- Time, Total quality management, six sigma and also lean
manufacturing process.
TASK 4
P6 & M4 Factors within business environment that impact upon operational management and
decision-making
Amazon company deals in retail sector but this firm provide its products through online.
The quality of its goods are better in order to fulfilling needs and wants of consumers in an
effective manner. This company has various kinds of products at reasonable costs and also
sometimes provides the discounts and offers top attract large number of costumers. There are
internal and external factors which impacts on the decision- making through managers and
leaders and also operations management (Handschin and Petroianu, 2012). Both are necessary
for company.
Internal factors- The components of this factor impacts on business from internally. There are
some components are given below:
Employees- They are necessary part of company and wok on achieving goals and aims of
firm. Amazon company provides training to its employees so that they can serve better to
costumers and also can deal with them in a proper manner. It is necessary that employer should
provide better and safe working conditions to employees so that they can do their work with out
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any fear or uncertainty. It will helps in developing positive working environment at workplace.
From this, the process of decision making will be improved.
Customers- Amazon company provides better quality of goods and services through
online. To make the consumers loyal, company should deliver the ordered products on time. It
will helps in provide competitive advantage to business.
Suppliers- It is necessary that firm should select those suppliers which will provide good
quality of raw- material on right time period (Mendis, Muttaqi and Perera, 2014). If raw-
material will be effective quality then firm will produce effective goods. It will helps in
increasing goodwill of an organisation.
External factors- These are those factors which impacts on business , operation management
and also decision making process of Amazon from outside. Under this various elements are
included which are given below as above:
Political- This factor impact on the business of Amazon because of instability of
government. It impact on the pressure groups, home market lobbying towards particular retail
sector or e- commerce. This company deals at international level so there are some international
policies which impact on development of Amazon business. In many different countries,
business of Amazon expand is very difficult because that online policies will not same as the
political policies. There are several legal rules and regulations which interfere with the purchases
of e- commerce. It will impacts on decision making process of company.
Economic factor- In fluctuation on currency caused different problems at the selling of
expenses products on internet. This factor is related with an economic condition of United
Kingdom on purchasing power of individuals in that market where firm is looking to developed.
In this involves interest rates, income level, inflation rates etc. the buying power of persons in
various countries such as Pakistan, China, UK, UAE etc. is enhancing which can be existing
markets for the amazon company.
Social- These factors are concerned to the daily activities which impacts on culture as
well as living standard. In most of the regions, sales of Amazon is limited and its growth rate
through internet is good (Moghaddam and et. al., 2011). With the help of innovation, internet
users of this company enhancing day- by- day. In this present time period, users of internet
increasing day by day but selling and purchasing on internet so not the culture part. In most of
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