Leadership and Management Strategies for Operational Excellence at M&S

This report delves into the leadership and management strategies employed by Marks and Spencer (M&S), a prominent UK-based retail company. It begins by defining the roles and characteristics of leaders and managers, highlighting their importance in achieving organizational goals, particularly in maintaining service quality. The report then explores various leadership theories, including Theory X, Theory Y, and the Nudge theory, and examines how these theories influence management styles and employee motivation. Examples of effective leadership, such as positivity, passion, and honesty, are provided within the context of M&S. Furthermore, the report discusses different leadership approaches, including adaptive, situational, and cultural leadership, and analyzes their strengths and weaknesses. The analysis also covers operational management, emphasizing its significance and the impact of internal and external business factors on decision-making within M&S. Overall, the report provides a comprehensive overview of leadership and management principles and their practical application within the retail environment of Marks and Spencer.

MANAGEMENT
AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK1.............................................................................................................................................3
P1Role and characteristics of leader and manager......................................................................3
P2 Examples of role and function of leader and manager in the different situation ..................5
P3 Different approaches and theory related with the leadership.................................................5
TASK 2............................................................................................................................................7
P4 Role of leaders and mangers and key approaches to operation management........................7
P5 Importance and value of Operation Management..................................................................9
P6 Impact of business factors affecting operation management and decision-making ...........10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................12

INTRODUCTION
In today's modern and present era, the companies and business organizations aim to
achieve the operational efficiency and its effectiveness. This present report has been framed in
the aspect of Marks and Spencer Ltd, which is one of the retail company in UK, engaged in the
business of clothing and other luxury food items along with home products. It should also be
noted that the role of managers and leaders are significant in the context of enhancing the
operational efficiency of the cited company (Botton, Cavalletto and Marmeggi, 2013). Various
approaches related to management and leadership has been discussed in this report. Along with
this, it has been noted that there are various approaches which are needed to be implemented so
that their customers can be satisfied. Along with this, importance and value of operational
management has also been discussed. Different factors that are categorised under external and
internal environment has been mentioned.
TASK1
P1Role and characteristics of leader and manager
Marks and Spencer is one of the major retail outlet in London. It is basically dealing in
selling of branded cloths, house products and the some of the costlier food items. The total
number of store is 852 in UK and many more. It is available in most of the country of the world.
Leader and manager are the two major part of the any business (Bouvy and et. al., 2012). The
main focus of the company is to maintain the quality of the services to their customer regarding
the product available to them at the stores.
Leader: It refers to the person who command a group as a team and make them unit in
the different circumstances. The role of the leader is to make the employees to perform the task
through the inspiration of the leader.

Manager: It is the one who ready at any point of time in administered, control and staff
to manager them in proper manner in achieving the organisation goal.
Role of leader and manger
1. They required at all level of organizational structure. Both leader and manager are
important part of the Marks and Spencer because the leadership make the team go
in the right direction in achieving the goals, at the same time the support of the
management is also to make them to take decision.
2. Leaders and managers represent the organisation (Brennan and et. al.,2011). The
important role of leader and manger in the cited organization is that they must acts
as representative of the Marks and Spencer business.
3. Combine his personal or organisational goals.
4. To be a guide and the friend.
Characteristics of leader and the manger
5. The leader is the source of innovation in the Marks and Spencer Ltd, but the
manager is focus on the attention of the details works.
6. The leader can be the motivator while the manager relay on the personal skills, in
the Marks and Spencer Ltd.
7. Leader are active while manager is reactive.
8. Leader are encouraging of optimistic punishment while manger are sticks to their
rule and policy.
Difference between leader and manager according to the theories.
The leader and the manager are totally responsible in the development of the Marks and
Spencer Ltd company, so that they can satisfy the needs and wants of the employees. There are
some of the theories which explain the role and the function of the manager and the leader.
1. Theory x: In perspective of the theory X, manager, is required to mainly attempt to have
pessimistic assumptions in regard to typical worker. In this management style, the
manager is not having any ambition and also he has its own goals and objectives. This
approach is divided into two dimensions first if 'Hard' and second is 'Soft'. As, managers
have to be strict with their employees so that they can generate more profit for company.
Managers can use Hard approach in which they have to perform role of supervisor. Who
is responsible for intimidation and imminent punishment. On the other side, leaders

should use Soft approach in which they have to be less strict. They have to be very much
motivational so that they can lead and guide employees in right direction with high
cooperation. Hence, it can be said that in Theory x mangers and leaders should perform
different roles and duties to maximise organizational profit.
2. Theory y: On the other hand, in accordance with the view point of theory Y, the
managers are required to have an internal belief that people have their own belief and
they are self-motivated. In addition to this, theory Y are considered as a most important
and vital person in an organization. This theory is in favour of employees. According to
this concept, mangers should manage their human resource by motivating them because
positively motivated people can contribute more in organisational growth. On the other
side, leaders should become lead and guide their followers by providing them personal
and individualistic feel.
3. Nudge theory : This is new change introduce in the management that is very flexible in
nature. It is based on the observation that how works thinks , behave and manage the
change in the organisation.
4. Organisation learning and change : It is based on the employees of the Marks and
Spencer company that to make them learn the new ideas and the innovation.
P2 Examples of role and function of leader and manager in the different situation
The role of the leader is very much clear in the context that they have to act as a mediator
between the management and the workers. In the company of Marks and Spencer the manager
and the leader have to be give more emphasis on the quality of the services provided to the
customer, so that that expansion of the business can be done in right way (Handschin and
Petroianu, 2012). There is certain example to examine the role and function of the manager in the
store of mark and Spencer UK.
1. Positivity: The first most important example of the good leader is that they are positive in
doing the task and ideas. The business of (mark and Spencer) is highly impressive is all
because of positivity.
2. Passion: The another thing that is important in the leader and the manger is the passion
for their work. If the target of the company is achieving is totally based on the
commitment of the works.

3. Confidence: Next thing is the confidence among the leader that they can complete the
goals in the prescribe time.
4. Honesty: The adaptability of the change is depending upon the honesty of the work
perform by the workers in the retail shop of the mark and Spencer.
5. Commitment: The dedication to the organisation objectives has to be the core part of the
leadership in the mark and Spencer company that they are delivering better quality of
product and services to the customer in the UK.
Following are different situations and contexts that explain role of managers and leaders,
which are as:
 Setting goals: It is known as most important function of every business enterprise. While
setting organisational goals, leaders and managers should determine different factors of
environment in positive manner. They should also share important information with their
employees which is essential for achieving business goals.
 Organising: It is the main responsibility of mangers and leaders. They have to organise
organisational activities and practices in most effective manner so that, company can get
high level of success.
Hence, these are two most important situations in which managers and leaders plays an
essential role. Apart from this, Marks and Spencer have recently deal with a organisational
situation. Which is raised because of employee's dissatisfaction. They were dissatisfied because
their senior authorities do not consider them an important part of company. Later, to solve this
situation business managers and leaders commit their employees or followers, that they will
provide relief in working hours. So, it can be said that managers and leaders play vital role in
resolving business problems and situations.
P3 Different approaches and theory related with the leadership
There are various model and approaches to the leadership are there which explain that
how the leader and manager relation are important for the development of the organisation and
its goal achieving .some of them are as follows in the company of the mark and Spencer UK :
Traditional leadership: It is the concept of using the authority of organisation to the
practice and the customs. It is basically shows the image that the power is only in the hands of
the leader which is coming from the past tradition (Hatziargyriou, 2014).

Modern leadership: in this the change according to the leadership style, transactional
and behaviour. It shows that how current leaders are making impact one the business of the
company through its skill and knowledge.
1. Adaptive leadership: according to the model the leader must adapt the changes that are
prevail in the organisation. In the leadership system the polices and the procedure are
implemented to make the correct decision related with work.
2. Situational leadership: under this approaches the situational leadership concept is used
which says that to fit the employees of the organisation according to style of the
development level of the marks and the Spencer (Heizer and Barry, 2013).
3. Cultural leadership: In this model of leadership is based on the cultural image of the
employees of the organisation. The decision making is not decide according to the culture
of the person.
4. Contingency leadership: it is based on the internal and external action perform in the
organisation .it says that the decision making, lead the company , and boast to it cannot
be possible according to the organisational concepts .
5. Moral leadership: under this theory the major focus is given to the employees motivation,
so that they are able to works in taking the goal of the company and good leadership
instruction can develop such kind of change.
6. System leadership: It is that kind of leadership, which is related with a leaders, who
works within an outside an arena of an organization. Their main focus is on to have an
effective sharing and utilisation of best resources which system can offer in order to
evolve improvement in themselves as well as their organization.
Strength and weakness of the approaches
Strength
1. To encourage the quality : According to the trait theory the personal role and
characteristics of the leader are identified. The growth of the business is totally
depend upon the quality of leadership.
2. Self motivated : The behaviour theory the leader have some special behaviour
towards the manager in respect of the performance and growth of the organisation
through self motivation .

3. Accountable :The leadership is that he should be accountable to manage the
different role in the organisation (Lind, 2013). situational theory explain the
concept of accountability that should adapt the change according to the situation.
4. Work differentiation : according to the contingency theory the one is working in
the organisation can not be able to work in the other . This create work differences
in the organisation.
Weaknesses
1. Manipulation sometimes : It is seen in most of the organisation like mark and Spencer
that there is huge manipulation of communication in the leader and the manager .
2. Grab decision : The most difficult to grab the decision of the management .
3. listening : There is always a chance of proper listening of the instructions.
Evaluation of the theories of the leadership
Leader are the important persons in the organisation because they play a vital role in the
giving direction to the organisation like mark and Spencer which is a great example of having
good leadership ,evaluated the theories as
1. Trait theory : it is based on the core features of the leader the theory is introduce
to identify the quality and values of the leader. it include adaptability , confidence,
cooperation and dependability(Liu, Yin and Fu, 2011).
2. Behaviour Theory : According to the this theory the actual character of the leader
through its behaviour toward the other is identified. It is also specify the various
leadership style of the leader. The leader show the image of responsibility that
identified the overall behaviour of the performance.
3. Situational theory : it depend on the continuous change in the work environment
so that the leadership style is used the make adjustment in the organisation like
mark and Spencer. It means that leadership theory is adopted according to
different situations.
4. Contingency theory: It is the theory which depicts that a management of a
business organization should adopt leadership theory according to the best
judgement of leaders(Contingency Approach Leadership, 2017).

TASK 2
P4 Role of leaders and mangers and key approaches to operation management
Operation management is group of activities carried out which are involved in the
transformation of raw material into the desired goods and the services with the help of labour and
energy sources (Mendis Muttaqi and Perera, 2014). Modern theories used in operations are
basically six sigma theory, Business process redesign and lean manufacturing. The key
approaches to the operation management are as follows: Top-down approach:- This approach identifies task of operations following Skinner's
approach. The task of operations will be decided on the basis of organisation goals and
visions. Ex. If the company is offering products with lower prices then the task selected
in operations would be that will cut down the cost of operations (Pandey, Chao and Leu).
Marks and Spencer is the brand who majority focuses on brand image and its business
strategies and follows top-down approach earlier. Bottom-up:- This approach uses the enhancement of their operational activities with help
of gaining experience and development in task plan(Ming and et. al., 2013). Like JIT,
TQM approaches used for development in operation tasks for the organisation. This
strategy involves the selection of task through the past experience, actions and decision
made over time with the different operations. Market-Led:- In this strategy of operation management the task is designed according to
the market and the customer response given to the specific product. Terry Hill suggests
that organisation operations should be joined through the marketing strategy involved in
studying market place and market response. Operation-Led:- This approach focuses on the best operational capabilities of the
organisation. The excellence in the specific operation is leading idea to the approach of
organisation strategies. Hayes and wheelwright suggests that this approach lead for the
resource-based view (RBV). This approach helps the company to positions itself in the
market on the basis of best operation capabilities and with enhanced productivity. Lean production: This approach of operation management include the reducing the
waste and increasing the quality of operation and the products both. This approach cuts
down the less utilised activities involved in the process to simplify the operation.

 Just-in time (JIT): this approach is used in the inventory management. This strategy is
implemented to enhance the efficiency of operations involved in inbound and outbound
activities. This approach forecast the demand and supply network properly (White,
2016). This approach ensures that the inventory required is to be delivered only when it is
required. The process of satisfying customer requirements, through physical distribution
activities, is more complex than just ensuring goods turn up at the right place at the right
time. In a perfect world, stock arrives promptly, is in good condition and is sold quickly
thereby negating expiry dates. However, we do not live in a perfect world, therefore stock
adjustments are a necessity to ensure the maintenance of satisfactory stock levels. Marks
and Spencer is the organisation involved in the FMCG products which have highly
developed software which follows JIT for inventory management and stocks available the
stores. Stocks of the food should be regularly replaced whose expiry date is achieved by
the technology JIT software.
 Continuous improvement method: This approach is abbreviated as CIP. CIP is an
continuous ongoing process of actions which conclude to the improvement of quality of
products, services and the processes involved the operations (White, 2016). This
technique has organised system which regularly accounts for the performance of
activities in operation management. This increase the efficiency, effectiveness and the
flexibility in the operations of the organisation. The Marks and Spencer deals with the
continuous improvement method for simplifying the operations involved in the
organisations. Marks and Spencer use the hand-held terminals (HHTs) which records a
bar code for a specific piece of specific product. This helps in inventory management and
efficient delivery of goods to customers.
Roles of leaders and mangers in the Operation management are as follow:
 Human resource management involved in the operational tasks of the company. In
addition to this, managers and leaders are required to fulfil the demands and
requirements of human resource managers of their organization, from which they can
resolve their issued and conflicts. Also, from this, employees get motivated and work
in an organization to achieve goals and objectives.
 Management of assets like facilities machines and the warehouses etc. moreover, the
management of company is also held responsible to facilitate effective and smooth

working of all machines and equipment’s in an organization, so that it can contribute
in profitability and success of cited organization.
 Management of inbound and outbound services involved in the organisation. Leaders
and managers are also held liable to manage all demands and supply operations of an
organization. In context of cited organization, its leaders and managers are required to
manage all demands of clothes and its products by ensuring supply
 Cost management of the manufacturing unit in operations. Furthermore, the managers
and leaders have another role to play in organization, which is related with an
effective management of costs.
P5 Importance and value of Operation Management
The operation management is an important aspects of the organisation as it is the main
production unit or it is the only source of the goods and services provided by the company. The
Importance of Operation management are:
1. Operation Management cuts down the production cost of products and service hence
increase the profit margin for the organisation (Nakayama and Bucks, 2012). The Marks
and Spencer uses Six sigma approach to reduce the cost and reduction in wastes.
2. Customer satisfaction level is enhanced by providing quality product with help of
implementation of efficient operation management system.
3. Operation Management also decrease the amount of capital required in production unit by
implementing efficient strategies in operations and the optimum utilisation of resources.
4. Management of task on the basis of Volume, Variety and Variation required in the
output is the characteristic of operation management which result in efficient production
of goods.
5. Operation Management is also important in context with time management production. It
speeds up the operations involved in the process.
Leaders and mangers involvement in improving the efficiencies in operational
management
Operation manger is the person who involved the coordination of activities involved in
production and the process of distribution (Bouvy and et. al., 2012). He is having major role in
the company as he is involved in the decision making and developing the strategies in operations
carried out by the company.

2. The knowledge about organisation operations the manager can answer query and solve
problem which enhance the production and ultimately conclude in attaining objectives of
the company.
3. Formulation of operational strategies and the efficient distribution methods helps in
enhancing the customer satisfaction resulting in achieving operational goals and
organisational goals. Marks and Spencer uses the modern approaches for for formulation
of organisational strategies.
4. The operation manager coordinate the employees involved in different operations results
in the success of production which helps in achieving organisational missions.
5. The enhanced operational management performance leads to the more level of customer
satisfaction which eventually results in achieving organisation goals efficiently and
effectively (Brennan and et. al.,2011).
6. A operational manager goals includes maintains good relations with the local and
regional customers for establishing efficient inbound activities to achieve company goals.
7. It is the key responsibility of operation manger to provide optimum resources and
upgraded tools and techniques to perform task efficiently and achieving goals on time.
Marks and Spencer mangers are up to date with technology and very much active in
providing them proper tools to human resource.
P6 Impact of business factors affecting operation management and decision-making
The major business factors influencing the operation management are as follows:
1. Internal factors:
Human resource
Corporative missions
Finance
2. External factors:
Economic factors
Technological factors
Socio-culture factors
Demographic factors
Political and legal factors