Marks & Spencer: A Comprehensive Study of Leadership and Management

This report provides a detailed analysis of leadership and management practices within Marks & Spencer (M&S), a global retail firm. It begins by introducing the organizational structure of M&S, highlighting its divisional structure and its impact on operational efficiency. The report then defines and contrasts the roles and characteristics of leaders and managers, emphasizing their differences in informational and interpersonal roles, as well as their orientation and communication styles. It further explores the application of these roles in various situations, such as decision-making, employee engagement, and technology upgrades. The report also examines the application of different leadership theories and models, including situational and contingency leadership, and their impact on organizational performance. Furthermore, the report delves into the operations management of M&S, focusing on key approaches, the responsibilities of managers and leaders, and the importance of operations management in achieving business objectives. It also assesses how managers and leaders improve operational efficiency and addresses the impact of external business environment factors on operational decisions. Finally, the report concludes with recommendations for future improvements in M&S's management and operations.

Management And
Operations

Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduction of the organisation and its management structure...............................................1
2. Define and compare different roles and characteristics of a leader and a manager.................2
3. Differences of managerial and leadership roles1.....................................................................3
4. Application of roles of leader and functions of manager in different situations.....................3
5. Application of different theories and models of leadership approach.....................................4
7. Manager and leader impacts on M&S and make recommendations for future improvement.6
TASK 2............................................................................................................................................7
1. Operation management of M&S and key approaches adopted by organisation......................7
2. Role and responsibilities of manager and leader in successful management of operation......9
3. Importance and value of operations management in achieving business objectives...............9
4. Manager and leader are effective in improving operational efficiency to meet objectives...10
5. Impact of external business environment factors on operational management decision.......10
6. Evaluate application of operations management to manage factors that impact business....11
7. Conclude and suggest recommendations for future improvement to be taken by M&S.......11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13
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INTRODUCTION
Management conduct operations in firm for accomplishment of organisational goals and
objectives. It is essential that products and services are delivered in according to needs and wants
of people. For this, manager and leader direct and encourage team members to deliver items in
according to requirements of buyers (Oakland, 2014). Present report is based on Marks and
Spencer which is retail sector firm operating business globally. Different types of food items,
home appliances and apparels are provided by company to people. This assignment defines
manager and leader and difference in their roles and characteristics. Both plays essential role and
function in managing different situational contexts of an organisation. In addition to this, key
approaches to operations management and its importance in achievement of business objectives.
Furthermore, factors within business environment impacts on operational management and
decision making by manager and leader is stated in the report.
TASK 1
1. Introduction of the organisation and its management structure
Marks and Spencer Limited is an international British retail firm which has headquarter in
London, United Kingdom. Company provides clothes, home appliances and food items to people
globally. For this, there are around 85, 000 staff members employed which benefit firm to
generate profit of nearly £ 10, 600 billion.
Management structure: In an organisation, administration adopts structure for distribution
and dividing people into team for execution of activities effectively. Functional, divisional,
matrix and project are different forms of organisation structure which are used by seniors in
according to business. These are structure which defines division of tasks and people in team for
conduction of operations efficiently. Research and development, manufacturing, marketing, sales
and many other departments are formulated by seniors. This helps administration to sustain
business performance and attain business objectives and goals.
Marks and Spencer is multinational retail firm, so administration uses divisional
structure. This helps superior to conduct operations in different store for delivery of quality items
to buyers. In each outlet, different functional units are segregated for execution of business
operations in effective manner. This helps company to have large market reach and customers to
enhance sales volume and profitability.
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Figure 1: Divisional Organisation Structure
(Source: Divisional Organisation Structure, 2018)
2. Define and compare different roles and characteristics of a leader and a manager
As per Peng and Lai (2012), manager is person who design system and manage business
activities for attainment of objectives and goals of an organisation. They frame strategies and
provide duties to staff members in respect to their capabilities. Besides this, they conduct
performance assessment to give appraisal to staff in respect to their outcomes. Thus, employees
perform tasks in effectively for gaining reward and recognition.
According to Rushton, Croucher and Baker (2014), leader is an individual that supervise and
guide subordinates to make them perform tasks in systematic and proficient way. They motivate
and encourage team members to retain them for longer time. Hence, performance level of
employees enhances which result into improvement in productivity of an organisation.
Difference between manager and leader:
These are difference between role of manager and leader which is stated below:
Basis Manager Leader
Informational Role They inform staff members
about objectives of the firm
and targets which require to
be accomplished by them.
They provide instruction and
guidelines to subordinates to
make them attain goals
within defined time-frame.
Interpersonal role Manager is superior which
enforces duties with aim of
conduction of business
Leader maintains friendly
relations with team members
to make them dedicated and
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activities for completion of
goals.
inspire towards job (Rani
and Moreira, 2010).
These are difference in characteristics of manager and leader which is described beneath:
Basis Manager Leader
Orientation They are process oriented that
is design system for
conduction of operation in
efficient way.
They are vision oriented and
make plans in respect to future
development of their traits and
team.
Communication skills Manager requires having
effective interactional skill for
informing employees about
tasks and targets assigned to
them.
Leader need to be good
communicator for influencing
and encouraging employees to
carry out activities properly.
Conflict management Manager delegate work and
gives less time in assessing
issues and problems faced by
team members (Ravindran,
2016).
Leader interacts with staff and
gives time in acknowledgment
about conflicts of team. Thus,
provide them solutions to
maintain their work and
sustain them for longer time.
3. Differences of managerial and leadership roles
Manager and leader both require accomplishing business objectives and goals. But their
roles and responsibilities differ with each other as defined by J. Kotter which is stated below:
Management Leadership
Manager duty is to conduct activities which are
planning, organising, leading and controlling
related with firm.
Leader responsibility is to influence team
members to attain targets and goals specifies
by senior.
Manager requires promoting and designing
system for welfare of an organisation.
Leader uses informal power to persuade and
direct employees to work effectively.
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4. Application of roles of leader and functions of manager in different situations
Organisation is present in environment which is dynamic which keeps on changing with
time. It is necessary that administration make alteration and reframe system and strategies in
according to conditions prevailing in market. Marks and Spencer is international firm, in which
manager has diverse members working in company. There are large numbers of rivals which
impact on sales for which superior requires making transformation in system. Besides this,
buyer’s preferences and requirements keep on changing. For this, alteration in products needs to
be made for sustaining market position and brand image. Thus, these are different situations
which arise due to changes in market which are stated below:
Decision making: In a company, administration conduct meeting for making judgements
in respect to changes in system and policies in respect to conditions prevail in market. It is
essential that alteration in technologies is made in firm for its success and development. M&S is
retail firm providing food items, clothes and home products to people. Manager conducts market
research and survey which help them to gain information about requirements of individuals. This
also aids them to assess competitor’s offerings (Slack, 2015) . With this modification in products
are made by superior to attract large number of buyers to purchase items in according to their
demands. In this, leader role is to inform subordinates about changes in technology. They even
provide them instruction and guidance to work with latest techniques. Besides this, employees
have knowledge about products which aid them to accomplish targets.
Employee engagement: Administration requires having staff members which are
passionate and committed towards firm. They need to make employees motivated and emotional
dedicated for conducting tasks in efficient manner. For this, manager of M&S involve team
members in meeting and conferences (Mollenkopf, Frankel and Russo, 2011). In this, leader role
is to give value and recognition is given to subordinates for inspiring and encouraging for job
assigned by seniors. Thus, superior have skilled and competent staff which aid them to deliver
quality items and services to customers.
Technology up gradation: Companies require that business operations are conducted in
effective manner. It is essential that resources that are funds, material and manpower are utilised
properly. For this, manager needs to implement technologies for providing quality products to
buyers. In M&S, electronic machine are uses for billing and maintainenace of stock of items in
store. Manager requires skilled staff members which possess capability to make fast payment of
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customers. With technological advancement and enhancement in software, they need to train
employees to work with new system properly. In this, leader role is to give instruction and
guiding to team for making them performs tasks efficiently (Fayol, 2016).
5. Application of different theories and models of leadership approach
Manager and leader can adopt models and theories for making system function in effective
manner. Both responsibilities are to manage and direct team members for attainment of
organisational objectives. They require that operations are conducted in respect to utilisation of
resources and survival of firm in market for longer time. M&S provide items globally, so
company have large rival firms in which it want to maintain market share and position. In this,
manager and leader require to sustain performance of system for making growth and success. For
this, they require competent people which provide quality products to buyers for enhancing sales
and revenue. Therefore, these are different leadership approaches which are used by superior in
respect to functionality of firm are stated below:
Situational leadership: This theory was proposed by Dr. Paul Hersey which define that style of
leader is influenced by abilities and skills of staff members whom they require to influence for
completion of operations. They use style in respect to situation of an organisation.
Administration has staff members which belong to different background that is gender, age,
religion, caste, and so on. It is leader duty to coordinate employees and make them work in a
team for execution of business activities effectively (Handschin and Petroianu, 2012). This
theory has some demerit and benefits which are stated below: Strengths: Leader adopts style in respect to abilities of team members and didn’t change in
respect to avail advantage of market situation. Maturity of staff, organisational culture and
structure and goals are components which are considered while choosing way to make
subordinates function effectively.
 Weaknesses: Superior focus on team members which determine that they are not task
oriented and result into non- accomplishment of objectives.
Contingency leadership: This theory was developed by Fred Edward Fiedler which
states that no single approach is best for an organisation. It is necessary that decisions in respect
to business activities are made in respect to situation of internal and external components. This
tactics focuses on benefits that nature & behaviour of leader and market conditions have in their
operations. Team members are motivated by superior either with orientation towards task or
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relationship. Leader which are require that business operations are executed effectively
encourage employees by providing reward and incentive in respect to their outcomes. Besides
relationship oriented than maintain friendly relations for keeping subordinates motivated and
inspired (Jørgensen and Zaccour, 2012). Thus, team members willingly accept challenges and
work with contingencies for enhancement of organisation performance. This concept has some
pros and cons which are discussed beneath: Strengths: In contingency leadership, superior traits determine style used by them for
influencing team members. It is flexible management system in which leader gives
importance to employee’s suggestions and opinions. This helps them to maintain relation
with staff by giving them value and respect. Thus, subordinates perform tasks effectively
and aid firm to make growth and sustain market position.
 Weaknesses: Leader has different situations prevailing in firm, for which they require to
make team members to work in changing environment. Contingent is reactive that is
manager make modification in system and policies in respect to staff members.
System leadership theory: This is another theory which state that appropriate tools and
equipment’s require to be implemented in firm for execution of operations in effective way.
Superior informs staff members about situation of market to make them produce items in
according to needs of firm. Manager controls work of team members by providing them
information about situation of firm. This helps leader to direct and guide staff to conduct tasks
for accomplishment of goals of an organisation. This concept also has some pros and cons which
are stated below: Strengths: This tactics helps leader to make firm adaptable to changes of environment. They
make changes in system and judgements in respect to internal and external components.
Superior aim is to attain goals of an individual and organisation (Kerzner and Kerzner,
2017). Weaknesses: With use of system theory, superior might not be able to make decisions
timely. Leader didn’t make inter relationship between process and people, than it may result
into decline in production level of firm.
Therefore, from the above leadership theory superior of M&S uses situational which help
them to have skilled and talented workforce. Leader adopts style in according to capabilities of
team members which aid them to encourage and motivate them to perform tasks effectively.
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7. Manager and leader impacts on M&S and make recommendations for future improvement
M&S is conducting business globally for which manager and leader requires making
strategies and design system in respect to conditions of market. They require organising training
programmes for making team members skilled to work with advanced technologies.
Recommendation: M&S is retail store which require making changes in apparels and food
items. This helps superior to deliver quality products to buyers. Preference of people changes for
which firm needs to alter system to improve sales volume in future. Besides this, rival companies
impact on profit so manager needs to make improvement for making growth and development in
future.
As per above report, it can be concluded that manager duty is to frame strategies and provide
tasks to team members. While, leader role is to motivate and encourage staff to conduct tasks
effectively. Superior engages employees in meeting for taking decisions in respect to changes in
technology and system. This helps them to have skilled and competent people which perform
tasks effectively for accomplishment of business goals and objectives. For this, situational
leadership theory benefits manager and leader to use style in respect to capabilities of team
members. Thus, they maintain relations with staff for sustaining them for making growth and
business successful in future time.
TASK 2
1. Operation management of M&S and key approaches adopted by organisation
Operation management consist essential role in an organisation in respect to administering
activities for enhancing production quality. It is a field which have relation with design, control
and redesign of production processes. Through this, firm deliver products and services in
according to needs of people. M&S provides food items, home products and apparels to people.
For which operation management require that adequate items are available in store in respect to
needs and requirement of customers (What is Operations Management?, 2014). They need to
take care that products are of good quality and there are no defects in them for maintaining brand
image and market reputation. Thus, these are key approaches which superior of M&S Ltd. can
adopt to enhance business performance are described below:
Total quality management: This system is centred on norm that employees are
dedicated and committed towards firm. This helps superior to sustain standards of business
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activities for providing quality items to buyers. It is customer focus tactics in which continual
improvement is made by subordinates. All stakeholders that are investors, seniors, employees
are involved by administration of M&S to enhance processes, items and services. They all
collaboratively work for developing positive culture in firm for maintaining efficient team. This
aids senior to provide quality products for satisfying customers. Thus, brand image and
reputation enhance which position firm superior than rivals.
Six Sigma: It is a tool which is used in an organisation for enhancing ability of business
operations. By this method performance level of system is increased with reduction in defects
and variations in process. Define standards to employees, measure and analyse outcomes are
carried by superior. Through this, manager innovate items and control defects for providing
creative and unique products to buyers. They engage staff members in meetings for delivery of
quality items and services to people. This helps them to improve sales volume and profitability
for enhancing market share and position (Pinto, 2015).
(Source: Six Sigma, 2016)
Just in time: It is a tactic of management which define that raw material or items are send
from suppliers to firm in respect to order or market demand. This helps companies to utilise
funds and material in efficient manner by reducing wastage of material and out-dated products.
For this manager of M&S require to maintain relations with suppliers to have sufficient items in
store in respect to requirements of buyers. This helps them to provide quality products for
sustaining brand image and reputation in market. In this, leader role is to keep knowledge about
availability of items for ordering them timely (LaGanga, 2011).
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Illustration 1: Six Sigma

(Source: Just In Time, 2015)
Just in time is best technique which helps manager of M&S to utilise funds in efficient
manner. Company maintain relations with suppliers which benefit superior to order products in
according to market demands. Thus, latest and trendy food, apparels and other products are
provided by firm to buyers.
2. Role and responsibilities of manager and leader in successful management of operation
Manager and leader both plays important role in firm which is to direct and coordinate
employees to perform tasks in effective manner. Both duty is to conduct activities for successful
completion of objectives and maintaining organisation performance.
Role of manager in successful management of operation of M&S:
 Planning: Manager of M&S frames plan and strategies for making staff members to
perform tasks in proficient and systematic manner. It is international firm which have
outlets in different nations, for which collaboration required to be made by superior.
 Performance assessment: Manager of M&S requires having knowledge about
capabilities of staff members. Performance measurement helps them to compare
outcomes with standards. Thus, employees skills are analysed for conducting training
sessions to make them capable to work effectively.
Role of leader in successful management of operation of M&S:
 Coordinating team: Leader of M&S encourage and motivate subordinates to work in group
for completing tasks timely. They make team members to work in coordination by
overcoming their conflicts and providing them appropriate solutions.
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Illustration 2: Just In Time

3. Importance and value of operations management in achieving business objectives
Operation management responsibility is to conduct activities effectively for achievement of
business objectives. Planning, organising, directing and controlling are tasks which are executed
by superior for proper management of funds and manpower. These activities are carried by
manager and leader for making staff to work in systematic manner. In M&S, superior frame plan
for directing employees to conduct tasks proficiently (Nassiri and et. al., 2016). They control
work of team by comparing actual outcomes with standards. This helps administration to
accomplish organisational objectives. Thus, these are benefits that approaches of operations
management has in efficiency of system are mentioned below: Optimum utilisation of resources: Just in time approach helps manager to order material
and items in respect to demands of market. Superior of M&S uses this tactic through
which products are ordered in according to needs of buyers. This helps them to use funds
in efficient manner for sustaining performance of firm. Improve quality of items and services: Total quality management system is used by
manager of M&S for delivery of quality items to buyers. Superior involves employees for
improving system and business activities. This helps them to provide excellence products
to customers for establishing good brand image and reputation. Enhancement in profitability: M&S offers quality products to buyers which help
manager sustain them for longer time. With use of TQM approach, company is able to
grab attention of large people. This benefit firms to enhance sales volume and revenue
(Oakland, 2014).
Value/ objective of operation management have on an organisation: Gain competitive advantage: In M&S, manager has talented subordinates which conduct
tasks effectively. Quality products and advanced technology help firm to establish
competitive advantage in against of rivals which are ALDI, Morrisons and many other.
Customer satisfaction: M&S provide quality products to buyers which helps manager to
satisfy people. For this, manager requires to have skilled staff that aids them to provide good
items and services to buyers. This helps manager to retain clients for longer time for
enhancement in sales and profit (Peng and Lai, 2012).
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