Leadership and Management Functions in Operations: Marks and Spencer

This report provides an in-depth analysis of leadership and management practices within Marks and Spencer (M&S), a prominent retail company. It begins by defining the roles of leaders and managers, highlighting their distinct responsibilities and characteristics, and examining the differences between them. The report then delves into the application of various leadership theories, such as situational and contingency leadership, to address diverse operational challenges. Furthermore, it explores Fayol's management functions (planning, organizing, commanding, coordinating, and controlling) and their practical implementation within M&S. The report also examines operational management principles and the application of different leadership approaches in real-world scenarios, such as minimizing staff turnover and resolving conflicts. Finally, it evaluates the strengths and weaknesses of various leadership theories, offering a comprehensive overview of leadership and management in a retail context.

Operations
Management

INTRODUCTION
Operations management is define as an area related to the management that will concern
with designing and controlling procedure of manufacturing as well as redesigning whole
business transaction along with functions during the production of the products and services. It is
beneficial for the company because through it they able to gain various advantages such as
management of profitability, gain competitive advancement, lead customers satisfaction and
many more. Organisation selected for this report is Marks and Spencer, it is a public limited
company operating in retail industry (Bahn, 2013). It is founded by Michael Marks and Thomas
Spencer at 1884. There are numbers of brands working under respective company such as Per
Una, Autograph, Limited, Rosie, M7S Collection and so on and they are offering their products
at worldwide level. Headquarter of Marks and Spencer is located at London. Topics included in
this report are difference between role played by leader as well as manager's function, role
played by leader and manager's functions in diverse circumstance and description of leader and
manager role while operations functions. Along with this it will also include understanding of
relation among the leadership as well as management in contemporary business situation.
TASK 1
P1
Definition of Leader:
Leader refers to an individual that have higher position or power at the workplace and
they also have authority to exercising advanced phase of control on their team members or staff
for ensure all work are conducted efficaciously (leader, 2019).
Role played by Leader of Marks and Spencer:
 Role of respective organisation leader is to motivate their staff so that they get encourage
to work effectively accordingly to the set objective.
 The nest major role of leader at respective company is solve conflict among team
members so that work conducted appropriately.
Characteristics of Leader:
There are various characteristic of Marks and Spencer leader which help them in
conducting work effectively such as they are honest, good communicator, ability to delegate
authority, positive attitude, intuition, creative and many others.

Definition of Manager:
Manager refers to the a person that generally accountable or answerable for number of
functions which are conducted at a workplace. Such as staffing, developing strategies,
motivating employees and many more for attaining objective effectively. They also develop
action plan, according to which staff conduct their work for attaining objective (WHO IS A
MANAGER| MEANING| DEFINITION AND CHARACTERISTIC OF MANAGERS IN MODERN
COMPLEX BUSINESSES, 2019).
Role of Manager:
 This is one of the major role of Marks and Spencer manager that they monitor their staffs,
environment, market and so on for creating decision which will based on the situation
through that company is facing.
 The next major role played by respective company manager is to allocate resources
related to human, monetary and physical according to the requirement of project. They
also set time frame for conducting project appropriate with proper usage of resources.
Characteristics of Manager:
There are various characteristic of manager which make them better at workplace. In
context of respective company manager have several characteristic which make them effective
such as organizing ability, time management, good communicator, reliable, flexible, confident,
respect others and many more.
Difference between manager as well as leader of Marks and Spencer
Basis Leader Manager
Traits There are various traits of
Marks and Spencer leader such
as they are positive thinker,
energetic, self motivated,
professional and so on
(Bromiley and Rau, 2016).
On the other hand their
manager's traits are good
communicator, team builder,
always have clear vision and
many others.
Roles and responsibilities The main role and
responsibility of leader at
Marks and Spencer is that they
Manager's role and
responsibility at respective
firm is they plan all the

train and direct their staff so
that they work accordingly and
effectively.
activities, polices and plans.
They also conduct strategies in
order to ensure employee are
conducting work effectively.
Authority and power Leader of respective company
have power and authority to
influence their subordinates so
that they conduct work
effectively and accomplish it
successfully. They also guide
their staff in order to ensure
work conduct appropriately.
Manager of Marks and
Spencer have authority and
power to assign work to
employees according to their
skills, ability and knowledge
(Burke, 2013).
M1
At Marks and Spencer leader and manager play diverse role that aid both of them in
conducting work effectively in every situation. Such as this is role of respective company
manager to plan as well as manage thinks so that staff can adopt and for this they adopt number
of theories such as situational leadership because they go through several situation such as
conflict, staffing, planning etc. On the other hand leader can also adopt several theories for
conducting their work more properly such as contingency leadership theory because through this
leader to understand each and every situation. It will also aid them while accomplishing task
properly through formulating strategies appropriately.
TASK 2
P2
Fayol's management functions:
According to the Fayol's management function, there are major five function which help
Marks and Spencer manager to do their activity appropriately that will lead to attainment of goal.
Explanation of these functions are given below:-
 Planning: Planning is define as looking ahead process. At this manager of a company
will set objective and accordingly they will develop action plan that help in building

bridges for the gap i.e. from where company is and where they want to go (Han, Liu and
Zhang, 2016). In context of Marks and Spencer Manager by adopting this function they
able to develop proper decision according to the situation or objective.
 Organising: This is define as procedure at which establishment of authorization will be
done among the specific peoples, task or workplace which will lead to accomplishment of
work effectively with group. In context of manager of respective company, by adopting
this function they able to organise each and every activity at workplace which lead to
attainment of objective in given time duration.
 Commanding: According to this function, manager at workplace must guide their
subordinates on the daily basis because it encourage employees and inspire to accomplish
work properly for attaining goal (Heizer, Render and Munson, 2017). In context of Marks
and Spencer, while implementing this strategy they must consider several aspects such as
understand team effectively, deal smartly inappropriate situation, work together with
staffs and many others.
 Controlling: It define as function according to which it is responsibility of manager to
set target and then measure outcome after specific time duration in order to ensure they
are conducting activities in the right way. In context of Marks and Spencer manager, it is
essential for their manager create effective action plan and polices that will aid them in
ensuring that all activities are conducted effectively at workplace.
 Coordinating: This function of respective management model state that in a company it
is obligation of manager to ensure that all employees must conduct other for attaining
common goal. By implementing this manager of Marks and Spencer able to motivate
employees as well as encourage them to work together in team for attaining goal.
Application of Fayol's management functions according to the situation-
 Minimise staff turnover ratio: At respective condition manager as well as leader plays
various function and role respectively such as manager of Marks and Spencer will
conduct one to one or group meeting for knowing reason for turnover and they according
they will plan strategies (Helleno and et. al., 2015). Whereas in respective condition
leader will motivate and try to guide their team members in order to encourage them so
that they get retain.

 Diminish conflict situation: Leader of Marks and Spencer will use this condition as an
assets and according to it they will conduct debate which help in gaining new and
innovative idea. Along with this during this session leader will also motive staff to
resolve conflict. On the other hand manager of will do counselling session which help in
understand issues and lead to develop of more specific strategies and policies
accordingly.
P3
Operational management is consider as business practices which use to created huge level
of efficiency at an organisation. By adopting this a firm management able to convert raw
material and man power into effective goods and services which lead to enhancement in
profitability ratio along with market shares (Hoyos, Morales and Akhavan, 2015). Operational
management help Marks and Spencer in various aspects that are related to attaining objective,
productivity of employee, enhance goodwill, utilization of resources, motivate staff and so on.
There are various theories and model which cane be adopted by respective company, from which
some major leadership model are given below:-
 Contingency Leadership: It is define as leadership approach which state that in the
succession of leader, their ability doesn't play main role because they also need to adopt
other techniques for handling situation. It will focuses on the both type of situation i.e.
within as well as between the organisation. In respect of Marks and Spencer, by adopting
contingency theory or approach they able to measure effectualness of the team or group
performance which will be based on leadership style as well as position of group.
Through this management of respective company also able to select appropriate leader
for specific work or task.
 System Leadership: This refers to leadership approach which enable leaders of an
organisation to develop a condition where staff of all level or position can conduct their
work productively to attain the company goal (Jin and et. al., 2015). This generally based
on behaviour of human in order to create of effective leadership, system design, social
procedure and so on. In respect of Marks and Spencer, by adopting this leadership
approach their management gain several benefits such as it help in concentrating on end
outcome of project, develop effective plan of action, develop effective control and so on.

But it also have some limitations such as it didn't recognize difference in various systems,
it is also over conceptual, unpractical and so on.
 Situational Leadership: This is developed by Kenneth Blancgard and Paul Hersey. In
this leadership approach manager or leader of a company able to develop strategies and
plan according to situation from which they are going through (Jung, Lee and Park,
2014). By adopting this leadership approach management of Marks and Spencer able to
get number of benefits such as improve communication at workplace, style of
management get personalized according to employees, enhance morale, improve
production process and many more.
M2
Contingency theory
Strength Weaknesses
For implementing this theory it is not essential
that every staff of company must be effective
and productive.
This model didn't provide specific guidelines
or frameworks due to management may faced
issues while implementing.
System theories
Strength Weaknesses
This will help leader and manger of company
to attain goal in successful manner.
By adopting this leadership theory manger
required huge time duration for developing
decision.
Situational Theory
Strength Weaknesses
This approach will help manager and leader in
developing strategies according to the situation
they are currently facing.
This leadership theory is not too much
effective for long term situation.

D1
As per the view point of Kang and et. al., 2016, there are different leadership theories and
approaches which can be adopted by Marks and Spencer leaders and manager in order to
successfully dealing of situation. Some of the theories which they can adopt are given below:-
 Situational theory: By adopting this theory leader and manager of respective company
able to decision according to the situation which currently they are facing.
 Contingency theory: By implementing this theory of leadership, this company
management able to develop proper strategies according to situation they are facing and
they may face in future.
TASK 3
P4
Operation management is the branch of administration to run business practices to build
or create highest level of efficiency possible within an organisation. It is majorly related with the
transformation of raw material into finished products and services to gain effective results. In
context of M&S they run various kinds of function by managing and running processes in order
to manage people, recruit and to utilise technology, infrastructure and resources in proper
manner. There are various models of operation management to bring efficiency in results that are
as follows:
Just in time approach:
JIT is one of the most important kind of management tool and techniques for smooth
functioning of operation processes. In context of M&S they produce products and services as
exactly to satisfy the consumers needs and wants in proper manner (Li, Li and Feng, 2014). It
helps to ensure high quality of products by using inventory strategy to reduce wastage while
producing products cost and level of inventory.
Total quality management:
TQM defines about measures to maintain quality of products and services by save cost
and time in order to achieve one of best outputs. In context of M&S to give one of best quality
products and services they rely on the costumes and manufacture related products and services.
As they conduct research on regular time interval to manipulate the changing taste and
preferences of consumers.

Just in case:
Just in case is a kind of traditional model used by M&S to make sure about level of stock
in their inventory to reach at large no. of consumers in positive manner. It is one of the leading
company so there products and services remain always in demand in regards they have to
evaluate the demand and supply of products in proper manner (Nakayama and Bucks, 2012).
Role of operations management in context of retail store manager:
The major roles and responsibilities of retail store manager in M&S is to provide best
customer services, managing staff and premises, controlling of inventory and designing of store
to attract attention of personnel. In M&S the major role of retail manager are as follows:
Operations of store:
In an organisation the retail store manager accountable to monitor or evaluate the
operations within the organisation (Parisio, Rikos and Glielmo, 2016). The major work in M&S
is to operate activities, design stores and control and apply security measures within the
organisation. In order to the main role and responsibility is to apply or execute the cost effective
practices or measures by eliminate expenditures.
Merchandising:
In respective role of store manager is to examine or evaluate decisions regarding
choosing one of best line to supplying products to ultimate consumers. They also display
products as per the demand of products to enchant attraction of consumers and many more. It
reflects the image of the whole project and products in front of consumers so that they can easily
take buying decisions. So it can be said that the role and important of retail manager is very
much wide to deal in effective manner.
Functions of production or manufacturing manager:
Manufacturing manager plays a very crucial role in context of M&S that are as follows:
Role of manufacture manager is to predict or forecast the present as well as emerging needs of
consumer in order to remain always competitive in the marketplace.
It also proved helpful in reducing the cost of products and services by evaluating reports
on specified time period.
P5
Operation manager plays very much crucial role in achieving organisational goals and
objectives in positive manner (Propa, Banwet and Goswami, 2015). Store manager in

organisation accountable for the each and every aspect to ensure maximisation of profitability.
Here are the key roles store manager of M&S that are as follows:
Designing and presentation of store:
The store manager majorly accountable for the designing and presentation of products
and services that helps to consumer in decision-making. They verify the lay out and strategies
related to the advertisement to reach at large no. of consumer base.
Selection and retention of staff:
The store manager in M&S accountable for the list out all the post and vacancies with
their key skills and capabilities to recruit and select one of most competent staff members. As the
store manager plays crucial role in success of store by giving skill oriented personnel.
Division of responsibility:
Here are the various divisions of role of store manager
Safety and security:
Store manager is fully responsible to maintain security at the workplace by applying
various kinds of legislation and practices in order to enhance profitability to remain always
competitive (Radosavljević, Jevtić and Klimenta, 2016).
Meeting targets:
The another major division is to set targets and accordingly standards to meet respective
targets in positive manner. In context of M&S store manager to affix the targets of store for a
specified time period by allocating roles and responsibilities of an individual in positive manner.
Respective activities helps to achieve their desirable goals and objectives.
Team leader:
Team leader is an individual who assist store manager in successfully achieving goals dn
objectives within the organisation. They guide store manager a attitude to work in positive
manner to manage teams in successful manner.
Instruction and training sessions:
The team leader in an organisation responsible for giving proper coaching or mentoring
to their subordinates to better perform works and activities (Wakui and et. al., 2016). In context
of M&S they access towards the potential capabilities of an individual and also gaps in
performing well. After observing all key areas organisation can give training to employees in
major areas to perform well.

Communication:
Communication plays a very important role in order to share knowledge and information
to the potential one. The major role of team leader is opt one of best method to share roles and
responsibilities such as in hierarchical manner. It is the role of team leader is to communicate
with their team members about their targets in near future so that they can put one of their best
efforts. So it can be said that all roles and responsibilities are very much crucial in achieving
organisational goals and objectives in positive manner.
M3
In order to enhance efficiencies of operational management in order to meet business
objective successful leader and manager may adopt several method or practices, such as they
must effectively communicate with their staff so that they understand company goal and given
their full efforts for attaining it (Walker and et. al., 2014). For example Marks and Spencer
operational department not able to meet requirement of their clients which impact on their
profitability ration and goodwill. Then in order to overcome this situation leader may conduct
proper training and development program so they conduct work or production more effectively.
This will enhance skills and ability of employees which is beneficial for company.
TASK 4
P6
The operational management and decision making of leaders and managers are impacted
by various factors. It is significant to analyse each and every factors in proper manner so that
positive and negative aspects can be determined and accordingly decision making is done. Some
of the external factors are given below:
External Factors
It is the defined as those factors that affect operational function of Marks and Spencer for
achievement of success and growth. The different external factors are described below:
Political Factor- The respective organisation has to follow all legal policies and laws set
by government for running business effectively and efficiently at marketplace (White, 2016).
Manager of Marks and Spencer should follow all political factors while manufacturing products
and services. The production should be as per standard set by government.