Leadership and Management Roles in M&S: An Operations Report

This report provides an in-depth analysis of leadership and management practices within Marks & Spencer (M&S), a major retail company. The study begins by introducing the organizational structure of M&S, highlighting its flat structure and employee involvement in decision-making. It differentiates...Read More

Management and operation

INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduce organisation and management structure.............................................................1
2 Define and compare the different roles and characteristics of a leader and a manager......1
3. Differentiate between the role of a leader and function of a manager by effectively applying
a range of theories and concepts.............................................................................................3
4. Examples of using the role of leaders and function of managers in different situations....3
5. Application of different leadership models and approaches .............................................4
6 Strengths and weaknesses of different theories in order to improve quality of the work...5
7. Concluding the impact of managers and leaders in organisation and also some
recommendation.....................................................................................................................6
TASK 2............................................................................................................................................6
1. Operation management and its key approach.....................................................................6
2. Role of leader and function of managers applied in these key approaches .......................7
3. Importance of key approaches to operations management in achieving organizational
objectives successfully...........................................................................................................7
4. Effective role of leaders and managers in improving operational efficiencies to successfully
meet business objectives.........................................................................................................8
5. Effect of external business environment on operation and management ..........................8
6. Critical evaluation of external business factors ................................................................9
7. Conclusion and measures taken for the future implementation of future improvement of
organisation .........................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management and operation is an area which is concerned with manufacturing and
operational activities of goods and services. It is concerned with controlling and management of
supply chain in market (Newman and et.al, 2014). Present study is based on operational and
management activities of Marks & Spencer, a retail company that sells clothing and accessories.
This organization deals with wide varieties of products which includes clothing, food and
furniture manufacturing. This report will emphasis on the role of leaders and managers. This
study will focus on the functions of manager and role of leader. It will also throw some light on
leadership approaches. Further it will provide important aspects of management and operation.
TASK 1
1. Introduce organisation and management structure
M&S is a big multinational retailer who produces large range of items. These includes
wide range of eatables and clothing, gifts, home furnishing items etc. Marks and Spencer is a
biggest retailer of United Kingdom and it have also established nearly 300 stores in different
places of world (Nowicka and Vertovec, 2014). It is also considered as one of the most frequent
and expanding company in the world. This entity uses flat organizational structure as it promotes
equality among staff members. This structure also involve the employees in decision making
process in order to get innovative ideas of individual workers.
2 Define and compare the different roles and characteristics of a leader and a manager
Managers are those people who manages and controls various coordinating and
controlling activities of the company. Leaders are those people who motivates and inspires
workforce to get the desired quality of output (Antony, 2014). They are an important part of
M&S management as they are responsible for making and implementing decisions by guiding
and training employees.
Roles and characteristics Managers Leaders
Aim Managers of M&S are aimed
at achieving the overall
organizational objectives.
Leaders only focus in creating
team goals and targets. They
are aimed at achieving the
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effective team performance.
Activities They perform coordination,
controlling and various
operation and management
practices.
Leaders of M&S provides
appropriate guidelines and
motivational activities.
Focus They act as directors who
focus in coordinating various
activities of different
departments. They apply
changes (Scaria, 2016).
Leaders focus on the
individual development of
employees. It resulted in stable
focus.
Decision-making Directors have management
authorities so they are
involved in decision making
for the future growth and
development of M&S.
They only involve in taking the
situational decisions which
belongs to their group
members.
Risk management They consider overall risks of
the firm. Takes part in
balancing the economic factors
of the company. Basically they
take risk.
They concentrate in
minimizing the risks (Stewart
and Shamdasani, 2014).
Relationship Managers believe in
maintaining the overall
relationship of organizational
behaviour.
Leaders establishes
communication and improves
the interpersonal relationship
of employees.
Knowledge They possess managing
ability. They only require
communication ability of
translating higher management
strategies to lower level
They require high
communication abilities as
they motivate and encourage
employees by applying
appropriate leadership style.
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management. (Fernie and
Sparks, 2014).
3. Differentiate between the role of a leader and function of a manager by effectively applying a
range of theories and concepts.
Role of leader is to appreciate and motivate efforts of employees in performing
operational activities. Leaders uses various leadership styles in influencing human behaviour at
work place. Whereas, role of managers is to control and integrate various operational practices in
order to achieve organizational goal of M&S. Leadership theories and concepts help in
implementing the strategies in correct way (Grant and et.al, 2017). These concepts and theories
are described below:
 Situational leadership actions helps leaders to take situational decisions. It helps in
influencing the behaviour of team members. Role of leader is to take favourable decisions
and motivate employees. Leaders of M&S uses their leadership styles to direct and
support employees in uncertain circumstances. Here, leaders play the role of teacher and
guide who supports team to function these operational tasks effectively.
 Chaos theory of management affects the management styles by applying different
theories in the business (Guo and et.al., 2018). Managers of M&S will have to understand
that absence of leaders in order to motivate workers will affect the working efficiencies
of the employees and it leads to mismanagement of several operational. In this managers
need to take decisions which will contribute towards the successful development and
growth of M&S.
4. Examples of using the role of leaders and function of managers in different situations
Manager's function and leaders role plays important part in retaining the employees in the
organization. They both are responsible for successful development and growth of the business.
Leader need to communicate and encourage for the several tasks and effective performance of
the workers (Guo, 2018). Here are some situations where leaders have to act according the
different circumstances. Administrative functions plays a major role in changing policies and
procedures of the company. To improve the individual operational performance managers and
leaders are required to establish more ideas which leads to the successful development of M&S
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For instance, technological advancement brings drastic changes in the M&S industry.
Here, procedural changes affected the worker's efficiency. It leads to decrease in the
productivity. In this type of situations, leaders act as an inspirational guide and teacher who
motivates the team members in adopting such changes. They encourage team members through
providing the benefits of changing technologies. Effective communication style of leaders help
in retaining employees in the company. Leaders of M&S are also helpful in proving the effective
uses of such technological advancement in the enterprise. On the other hand, managers have to
take different situational decisions. They have to provide training and effective methods of using
this new technologies (Grant and et.al, 2017). It helps in increasing the impelling productivity of
M&S in producing goods and services.
Another example includes cultural changes in the business. It consists of change in
language in these changes generally distract workers and also demotivate them. If the labours are
not able to perform and they feel dissatisfied then in this situation employees often thinks to quit
the job. The role of leader is to make them adapt to the different cultures that are present in
company (Guo and et.al., 2018). In order to empower the employees, leadership influence the
minds of employees by communicating mission and expected targets in achieving those goals.
Manager’s function are involved in decision-making so they are expected to take the decisions
which influence employees positively. It effects the employee’s productivity and they provides
powerful efforts in improving individual performance.
5. Application of different leadership models and approaches
Leaders acts as philosopher and motivator who encourage the efforts of team and also
influence their ideas and procedures in different changing aspects of business. Leaders need to
approach such techniques in order to motivate workers of organization (Newman and et.al,
2014). Correct implementation of such theories in business leads to the successful development
and growth of M&S.
 Situational leadership approach: This approach states that there is no leadership can be
the best and leaders have to assess situations and implement strategies accordingly. It is
considered as those actions of leaders which needs to be taken at the time of uncertain
situations. These situations may include conflicts among team members, lack of
communication and interpersonal relationship between the employees. Leader always
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promote and lead the path by resolving these kind of issues in organizational behavior
(Stewart and Shamdasani, 2014).
 System leadership theory: This theory states that leaders have to create an environment
where employees' productivity level increase and they can work to their fullest potential.
It is related to the system where leaders satisfy the employees by providing them healthy
environment. It includes peaceful business environment and procedural changes (Grant
and et.al, 2017). This leadership style is useful in appreciating the efforts of the workers
by providing them rewards and recognition. Managers of M&S need to make such
training campaigns for the development and growth of the company.
 Contingency approach: This theory states that leaders find a perfect match of a style
that suits the situation. They do this by applying appropriate use of such concepts and
theories. It also sometimes referred as situational leadership style where leader have to
take decisions accordingly. Its effectiveness is depends on the demands that the situations
put forward. Role of leaders is to take the decisions which favours the individual and
organizational development of M&S (Stewart and Shamdasani, 2014).
6 Strengths and weaknesses of different theories in order to improve quality of the work
Situational theory:
Strengths:
This approach is used when leaders have to make quick decisions in order to satisfy
workforce. Positive aspects of this approach includes the fair and inspiring decisions. This
concept also provides inspirational and motivating attitude of leaders.
Weaknesses:
If leader is not capable of taking the situational decisions then it might de motivates the
behaviour of employees. Lack of communication skills effects the workforce in a negative way.
System theory:
Strengths:
Strength of this approach includes less complexities in performing task of M&S. Changes
in the system might be responsible for the retention of employees in the firm (Cherrafi and et.al,
2016).
Weaknesses:
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This approach might not always be practical and there is no definition of inter
dependence. It is not suitable for small businesses and does not take precautions of
contingencies.
Contingency theory:
Strengths:
It is related with the uncertainties of the business activities. Strengths of this concept
includes motivated and inspired employees. Implementation of appropriate leadership style
influences team members positively and hence it maximizes individual efforts.
Weaknesses:
While, negative aspects consists of frequently changing conditions. And this need proper
attention and observation of leaders in various situation (Newman and et.al, 2014). It might
affect the working capabilities of workers in M&S.
7. Concluding the impact of managers and leaders in organisation and also some
recommendation
Leaders inspire their team members through their guidelines and motivational attitude.
While managers coordinate and control several tasks of operation and management. Managers
and leaders are considered as main source which integrates human efforts and various activities
to achieve the effective output of the M&S. Various suggestions are enumerated below:
 Managers and leaders of M&S should provide healthy working environment to improve
the productivity.
 Top management have to implement incentive policies in order to satisfy workers.
 Managers of M&S should apply stable system policies (Operations Research & Decision
Theory. 2018).
TASK 2
1. Operation management and its key approach
Operation management is defined as those practices which are concerned with
manufacturing of goods and services in M&S. It is referred as set of rules and regulations which
are applied in the different management aspects. These approaches may include six sigma
theory of management and lean manufacturing, etc (Key Functions of Operations Management,
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2018). Management uses these theories to manage and organize the production activities of
M&S. The concept and theoretical aspect of these approaches are described below:
 Lean Manufacturing: This concept focuses on minimizing waste production of the
inventory and production department. Proper application of this concept in business helps
in producing quality based product. This practice emphasis its efforts in proper
management and use of resources in M&S.
 Six Sigma: It is a powerful method of eliminating the defective products in the operation
management. This concept consists of six stages which allows manufacturing of goods
and services with the lesser possibility of defective items. It ensures the quality based
products. It involves constant supervision of operation and manufacturing department in
order to obtain the effective production capabilities of Marks & Spenser (Guo, 2018).
This organization adopts both operation management concept to satisfy customers.
2. Role of leader and function of managers applied in these key approaches
Leader acts as a great motivator who encourages team efforts in order to achieve effective
objective of group. Role of leaders in operation and management department contains timely
monitoring of production activities. They also provide clear vision about the targets and
achievements. They also provide guidance about use of best working technique so that proper
operation functions can be performed smoothly and delivery of products can be done on time..
Whereas Managers function is to apply possible and appropriate key approaches to produce
desired quality of output (Role and Responsibilities of Managers, 2018). Managers uses multiple
techniques for the effective production of such commodities in company. Managers apply
several approaches in controlling and managing the manufacturing practices in the enterprise so
that a systematic chain supply can be made and proper utilisation of various resources can be
done. This will ensure that logistics are managed correctly and products reach their clients, so
that it can be further sold to customers.
3. Importance of key approaches to operations management in achieving organizational
objectives successfully
Operation management is itself a complex activity which needs methods and
management techniques to perform the manufacturing process. These key approaches help in
optimum utilization of resources (Fernie and Sparks, 2014). Some important factors of using
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several key approaches are the use of lean management in M&S help in producing the best
quality of output, while decreasing waste products. It is also helpful in balancing the supply
chain of the firm. It leads to customer satisfaction and increases the sales of M&S products.
Proper application of six sigma management helps in meeting the sales target of the company
and results in maximizing the profits of M&S.
Appropriate utilisation of operation management key approaches helps in manufacturing
the desired quality of output. Improved quality of product help in achieving customer satisfaction
and therefore this increases the sale of the commodities. This will will be finally tends to achieve
organisational objective of maximising the profits of M&S. This enterprise mainly focus on
improving the quality of product. Use of lean manufacturing and six sigma approach majorly
contributing towards the improved services of goods and services and hence result in achieving
the main goals of company.
4. Effective role of leaders and managers in improving operational efficiencies to successfully
meet business objectives.
Leaders of M&S ensures the proper interaction of team members which tends to improve
employees interpersonal relationship. Effective communication will be helpful in coordinating
individual activities of the workers. Leaders are also helpful in communicating main goals
meeting business requirement efficiently. They often declare working targets for teams for the
efficient and effective productivity (Nowicka and Vertovec, 2014).
Manager’s function mainly focuses in controlling and managing several operational
activities of M&S. They are also responsible for the coordination between demand and supply of
goods and services. This result in balancing production and sales of commodities. They combine
the human efforts and raw material to produce effective output of M&S. They are also
answerable to the top management staff members about planning and use of resources in order to
achieve successful growth of business (Newman and et.al, 2014).
5. Effect of external business environment on operation and management
Workers are generally considered as the assets as they are directly connected to
production department. Employees work for the development of M&S. If these workers feel
demotivated or unsatisfied, then this behaviour will lay a great impact on the manufacturing and
management department. They might feel demotivated with managing business environment and
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working procedure of the firm. External business factors include change in the physical location
of enterprise, government policies, natural disasters, competitive firms etc. all these factors might
lead to great impact on leaders and managers of operation and management department (Cherrafi
and et.al, 2016). These factors create barriers for the sustainable development and growth of
M&S. Effects of external factors are described below:
 Natural disaster: This factor might be responsible for vast destruction of enterprise. It is
considered as one of the uncertain situation where business require proper planning’s and
strategies to overcome these disasters. It may include flooding, earthquakes etc. This is a
state which have no control over the actions. For example, if the area is flooded with
heavy rain then managers have to prior think about security of assets and machines in
company. While, in this situation, leaders have to calm the workforce and think about
safety of their lives.
Legal and environmental changes: These changes will affect economical and financial
conditions of the business. Legal changes consists of changes in laws and legislation of the
country. It will ultimately affect cost of product and hence M&S might have to bear
uncertain risks in business. In this unstable pricing condition, managers have to restructure
various planning and strategies. While role of leaders is providing motivation to team
members for correct implementation of those strategies (Antony, 2014).
 Competitive industries: In this highly competitive world, entrepreneurs of M&S have to
plan different production management techniques in order to provide different concepts
and products to society. Role of leaders is to gain various idea from different individual
employees and also involve the workers in decision making while managers have to do
market survey about such innovative ideas (Guo and et.al., 2018).
6. Critical evaluation of external business factors
External business environment effects operational activities for longer run. So it largely
influences various activities of M&S retailing store. It effects growth and sustainability of the
organization. Legal and environmental changes affects the business positively. It helps in
meeting the effective standards of government. If company is working with the proper
governmental laws and legislation then M&S do not have to face future legal aspects. (Fernie
and Sparks, 2014). On the other hand, if these changes are not applied properly then it will
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negatively affect the operational activities of M&S. It also increases the cost structure goods and
services. It will result in imbalance of supply and chain. Company have to bear the losses in this
situation.
7. Conclusion and measures taken for the future implementation of future improvement of
organisation
It was concluded that operation and management activities can be affected by various
business plans. Managers and leaders had to play various activities to improve the manufacturing
of productivity. Being a management consultant of M&S, organization have to implement
innovative ideas for growth and sustainability of the business. Recommendations and measures
to improve the future growth and performance of M&S are that managers can use suitable key
approach in improving the quality of products. Leaders can establish a proper planning and
strategies for the successful and effective team development. Managers can give emphasis on the
individual growth and development of employees. It will help in retention of workforce for
longer duration.
CONCLUSION
This report can conclude that functions of managers and role of leaders greatly influence
the business operations and management at M&S. It was also discussed that key approaches are
very necessary for management and operations practices in business. Leaders use various
leadership approaches for the motivation employees in order to generate effective output. But
there are some drawbacks to it. It shows how they properly implement strategies that lead to
achievement of goals and objectives of M&S. This report also explains about the type of external
factors that can affect business operations and how managers and leaders can take proper course
of actions to ensure that operational functions are managed properly.
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REFERENCES
Books and Journals
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sector. International Journal of Productivity and Performance Management. 63(2).
pp.257-264.
Cherrafi, A. and et.al., 2016. The integration of lean manufacturing, Six Sigma and
sustainability: A literature review and future research directions for developing a specific
model.Journal of Cleaner Production. 139. pp.828-846.
Fernie, J. and Sparks, L., 2014. Logistics and retail management: emerging issues and new
challenges in the retail supply chain. Kogan page publishers.
Grant, M. and et.al., 2017. Developing and Sustaining a Transportation Systems Management &
Operations Mission for Your Organization: A Primer for Program Planning (No.
FHWA-HOP-17-017).
Guo, S and et.al., 2018. Inventory Management in Mass Customization Operations: A
Review. IEEE Transactions on Engineering Management. (99). pp.1-17.
Guo, Y., 2018. Two essays on the behavioural aspect of operations management: employee
attributes and customer participation (Doctoral dissertation, The Hong Kong Polytechnic
University).
Newman, A. and et.al., 2014. Examining the cognitive and affective trust-based mechanisms
underlying the relationship between ethical leadership and organisational citizenship: a
case of the head leading the heart?. Journal of Business Ethics. 123(1). pp.113-123.
Nowicka, M. and Vertovec, S., 2014. Comparing convivialities: Dreams and realities of living-
with-difference.
Scaria, J., 2016. Application of Six Sigma methodology in reducing oil consumption in a
manufacturing process. International Journal of Business Excellence. 10(4). pp.476-487.
Stewart, D. W. and Shamdasani, P. N., 2014. Focus groups: Theory and practice (Vol. 20). Sage
publications.
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<https://www.springer.com/business+%26+management/operations+research/journal/
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<https://www.mitsde.com/Blog/key-functions-of-operations-management/>
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Role and Responsibilities of Managers. 2018. [Online]. Available through:
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