Report on Management, Leadership, and Organizational Impact at M&S

This report provides an in-depth analysis of leadership and management practices at Marks and Spencer (M&S). It begins with an introduction to the company, its organizational structure, and the roles of managers and leaders. The report then compares and contrasts the functions of managers (planning, organizing, staffing, directing, and controlling) with the roles of leaders (representative, combining personal and organizational goals), highlighting their distinct characteristics and responsibilities. Furthermore, it explores how managers and leaders apply various management theories, including situational, contingency, and system leadership, to support growth and sustainable performance. The strengths and weaknesses of each leadership approach are evaluated, followed by recommendations for future improvements. The report concludes by emphasizing the significant impact that both managers and leaders have on the overall organizational effectiveness and success of M&S.

Management and Operation

Table of Content

INTRODUCTION
Operation management is the administration of the business activity which is taken place
to create the highest level of the efficiency within the organisation1. It is the process under which
many activities are carried out in order to convert raw material into finished good. Marks and
Spencer is a British retailer who deals in clothing,home products and luxury products. The
company headquarter is situated in the city of Westminster, London.
This report informs about the the role and characteristics of the manager and leader, and
their behavior in different situations of the organisation. It defines about the various leadership
theories which leader adopt according to the external situation. Moreover, it present different
approaches which business used in order to make their production system effective. Lastly,it
defines the external factors which impact the organisation operations and decision of the leader
and manager.
TASK 1
1. Introduction to the organisation you have chosen and its management structure
Marks and Spencer is started by Michael marks in Leeds market as a stall ion 1884 . They
are popularly known in the world for providing qualitative products. The company philosophy is
to provide durable merchandise at a moderate rate. At present there are approx 84,939 employees
worked under it. Marks and Spencer follow flat organisation structure in its working. There is
less control by the top management to the lower level employees. This system motivate their
employees to participate in decision making process. The working structure of Mark and Spencer
has been flat in which employees and management can discuss their issues directly yo each
others.
2 Manager and leader and compare their roles and characteristics
Manager : It is person who manage the organisation by performing various activities like
planning ,organizing,staffing,directing and controlling 2. They have the authority to hire or fire
any employee of the organisation. There are various types of manager in different level of the
organisation which are top level ,Managers,functional managers and general managers etc.
1 Fayol, H., 2016. General and industrial management. Ravenio Books.
2 Vale, Z., and et.al., 2013. Distribution system operation supported by contextual energy
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Role of manager in the enterprise are described briefly below :
Planning : ,Managers of Marks and Spencer should plan the activities and function of the
employees in an effective way. They should do planning after considering various aspect of the
organisation such as resources and external environment.
Organising : Managers of Marks and Spencer organise the production activites,
workforces, trainning and resources in such a way that it help the business to achieve its desired
goals.
Characteristics of the manager in the establishment is explained briefly below :
Communication : manager of Marks and Spencer should communicate with their team
in an effective manner. It does not only mean communicating job responsibility but also listening
to team and working with them so that they can desired result.
Time management : Marks and Spencer manager should know how to mange the time
in the organisation. If they are unable to complete their work or task on the time then employees
think that it acceptable to be delay in the work.
Leader : It is an individual who motivates and guides his follower to achieve a
organisation goal. Leader is a person who inspire its subordinate in such a way that organisation
vision become their dream3. They perform several activities in the organisation in order to
achieve goal such as motivating the followers, creating teams ,developing relation among the
team members.
Role of leader in the arrangement are as follows :
Representative : Marks and Spencer leader have to communicate the essential things of
the organisation to the outside public. For that it is necessary that they are attentive at enterprise
conferences, seminars and meetings. If they don't have proper knowledge of companies various
activities than how would they represent the business.
Combine personal goal with the organisational goal : Marks and Spencer leader with
their leadership traits able to reconcile the personal goal of the employees with organisation
goal . It is undertaken to direct the efforts of the employee in the common direction. When
employees see that theyir objectives are also achieved with organisation gola then they work
with full dedication and passion.
3 Chen, Z., Wu, L. and Fu, Y., 2012. Real-time price-based demand response
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Characteristics of the leader in the organization are as follows :
Honesty : Honesty is an important ingredient in a good leader. They get success only
when they stick to their values and core beliefs. Marks and Spencer leader is honest with their
employees they treat them in a same way and put equal rules and regulation to follow.
Confidence : Leader should be confident otherwise followers will not follow their
commands. They should be sure about their decision and skills if they want to fulfill it with their
subordinates. Marks and Spencer leader should some swagger and assertiveness in order to gain
respect but not overconfidence.
Basis Manager Leader
Relationship Manager never try to create
relationship with their
employees. Their focus always
remain on their process and
procedure.
Leader always make effort to
create relationship with their
employees. They focus on the
comfort level of their people.
Respect Manager get the respect
because of holding the post.
Leader get the respect because
of their working style and
influencing personality.
3 Managerial functions and leadership roles by effectively applying a range of management
theories and concepts
Marks and spencer leader and manager common aim is the acheivemnet of the goal but
they perform diffrent activites in a diffrent way in order to achieve it. Here is a comparision of
the function of manager and role of leader in different situation.
Basis Functions of manager Role of leader
Planning Manager plan activities for the
whole organisation working 4.
Leader implement the plans
formulate by manager with the
help of the help of his
4 Wang, T. and Cullinane, K., 2015. The efficiency of European container terminals and
implications for supply chain management. In Port management (pp. 253-272).
Palgrave Macmillan, London.

followers.
Staffing Manager assign the task on
random basis to the employees
of the organisation.
Leader assign the work to the
followers on the ground of
their knowledge and skills.
Organise Manager organise the activities
and working of the whole
company.
Leader work of managing is
limited to the particular group
to whom they is responsible.
4 Roles of a leader and functions of a manager apply in those situations.
Manager and leader perform similar kind of work in the organisation but they react
differently according to the situation because of handling different position in the organisation.
Some of these situations are as follows:
Innovation : M&S Leader always ready for the innovation . They always try new thing
for the development and growth of the organisation. Leaders know that it is the way through
which they move organisation to the desired level 5. Managers of M&S never adopt innovation in
the enterprise because their activities is limited to daily work. They always stick to their work
and try to make modification in them for the betterment of arrangement.
Risk : Leader of M&S never hesitate to take take risk because they know it is path
through which organisation able to achieve success and development. Leader always try new
things without even thought about the failure. Manager of M&S always resist from taking risk
because they does not want to become responsible for any mishap in the organisation taken place
due to risk.
5 Different management and leadership theories to support growth and sustainable performance.
Leader management style affect the organisation profitability and performance. Generally
leader use one or two leadership style in their working. But the great leaders have many styles in
their kit which they adopt according to the prevailing situation. Here is a explanation of three
5 Anghileri, D., and et.al., 2012. Optimizing watershed management by coordinated
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leadership style which is commonly used in the business for achieving desired target which are
as follows :
Situational leadership : It is a style which manager or leader of the enterprise use in
order to match with the followers whom going to perform different activites in the organisation.
In this leadership style, leader change his work style according to their followers not followers
have to adapt the leadership style 6. Leading way of people is changed to meet the needs of
others in the organisation. Marks and Spencer ,Managers modify their leadership style according
to subordinate then there is a improvement in the production and performance.
Contingency leadership : This is a leadership style under which leader make changes in
their style according to the prevailing situation. There are certain situations which are occurred
frequently in the organisation at that time leader have to make changes in their style to cope up
with it 7. Contingency leadership says that there is no one way of leading people there is some
leadership style which is effective in some situation may not be adopted in other in a similar
way. Marks and Spencer manager or leader due to this able to grab the uncertain situation in the
best possible manner which help them to increase their probability and productivity.
System leadership : In this leadership style manger or leader have to work according to
the system. System leaders have clear and shared priorities under which they work for the
welfare of the community not the interest of the individual 8. Leaders of Marks and Spencer have
to make their subordinate follow the rules of the system. If the system adopt any changes then it
is a duty of the leader or manager to make changes in their leadership style to implement it on
the followers. When employees of Marks and Spencer see that their leader follow the changes
passionately then they also try to indulge it in their working which increase their productivity.
6 Strengths and weaknesses of different theories and approaches.
Leades in an organisation play a most important role in order to handeling numerous
situations in proper manner. The strength and weaknesses of different leadership styles are
determined below as -
Situational leadership
6 Lang, Z., Barton, G., Desai, N. and Walker, J.R., Citrix Systems Inc, 2014. Data
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8 Okitsu, J., Kato, T., Saito, T. and Nakajima, T., Hitachi Ltd, 2012. Operation
management method of information processing system. U.S. Patent 8,145,927.

Strength :
 Leader has the authority to make changes in their management style which they see fit. It
help organisation to grab the opportunities in the relevant time.
 Due to this style, leaders does not look like bosses, they are more partners which help
subordinates to ask them anything related to the task.
Weakness :
 When the concentration on the small things related to situational leadership then attention
is divert form long term strategies and goals.
Contingency leadership
Strength :
 It is very simple to adopt in the organisation working.
 Sudden changes or problems can be solved by using this theory which facilitates to
prevent possible losses of emergency.
Weakness :
 It focus only on the situation not on the tools and resources available to them.
 There are the certain action which are taken to cope with the contingencies them it is not
ensured that it can benefit or create loss to the organisation.
System leadership
Strength :
 Their focus is on the individual goal as well as organisation goal.
 It concentrates on the end result rather on the means or the whole process.
Weakness :
 It cannot be easily and directly applied to the practical problems.
From the above discussion, it is known that manager implement the policies and the
objectives and the leader implement it in the organisation with the help of subordinate to achieve
the desired goal. By the help of both of them enterprise can able to achieve its goals. Marks and
Spencer want to open their stores in different place and to increase their productivity for that they
can provide effective training to their employees 9. They can organize various programs and
events in the office to make them comfortable in the working environment.
9 Torkildsen, G., 2012. Leisure and recreation management. Routledge.

7 Conclude on how managers and leaders make impacts on the organisation and make
recommendations for future improvements.
In an organisation manager and leader play a most important role in the terms of creating
objectives to its better accomplishment. In Marks and Spencer, they both provides their effective
contribution to attaining desired success easily. For this they both needs to work with effective
planning and strategy as well that assist them to attaining numerous challenges properly.
Through this, they can grab maximum opportunities from target market.
TASK 2
1 Introduce operation management of your organization and explain the key approaches adopted
by the organisation.
There are various approaches of operation management which are used to increase the
performance of the organisation which are as follows:
Six sigma : It is a disciplined and statistical based data driven approach which is used in
the organisation for eliminating defects of the product, services or process. This approach is
adopted in the organisation to measure and analyses the production process so that waste can be
eliminated. When adverse things are removed then management can motivate their employees
for improving productivity and quality. Six sigma is adopted in the organisation to recognize the
opportunities and eliminating the defects. It informs about defects per unit, probability of failure
and parts per million defective. Higher the sigma value the less defects will happen in the
production process.
Total quality management : TQM is a management approach which focus on the
quality of product and services for getting long term success by customer satisfaction10. The
organization and its team make steady improvement in the quality at every stage of production.
It was adopted in the organization to bring efficiency in the the production process 11. Their main
aim of TQM is improvement in the quality of product and services offered by them so that they
satisfy the needs and wants of consumer.
10 Drucker, P., 2012. Management challenges for the 21st century. Routledge.
11 Ellis, R.W. and Creasman, S., Smart Storage Systems Inc, 2014. Data storage system
with power cycle management and method of operation thereof. U.S. Patent 8,792,273.

(Source: Total Quality Management, 2015)
Just in time : This method require operation manager to forecast the demand accurately.
It is an approach which is undertaken in the organisation to eliminate wastage. This method
promote that production should be done when there is demand of customer 12. They buy the parts
and produce finished goods in small lots to reduce the unwanted storage. When parts are
purchased in small lot then there is low level of inventory and scrap, lower inspection and
maintenance cost which help in providing high quality product at low price.
2 Identify the roles and responsibilities of managers and leaders in successful management of the
operation of your organization.
Manager and leader in an organisation play a most crucial role for the accomplishment of
business objectives and goals effectively. They have an responsibility in the successful
management of operational practices. There are some roles and responsibilities of manager and
leader are determine below as -
Six sigma
The role of manager in Marks and Spencer is to implement such strategies which can
make proper utilization of the resources. Due to manager work six sigma able to eliminate the
waste and improve the production.
12 Rushton, A., Croucher, P. and Baker, P., 2014. The handbook of logistics and
distribution management: Understanding the supply chain. Kogan Page Publishers.
Illustration 1: Total Quality Management

Marks and Spencer leader duty is to implement the team efforts while applying six sigma
for the betterment of the organisation. Leader make different policies and strategies from earlier
in order to remove the problems of the production process.
Total quality management
The role of manager of Marks and Spencer in TQM is continuously changing or
implementing new strategies so that management can bring necessary changes in the production
for improvement.
The leader of Marks and Spencer ensure that their team working is in harmony with the
quality statement of the product. For applying TQM methods in the organization they can also
attend conference and meetings to become aware of the tools and techniques 13. They provide
mission to their team members to follow and expect the high standard performance for them for
the welfare of the organisation.
Just in time
In this Marks and Spencer manager motivate the workers to think about quality first and
production later. Manger with the help of top management trained their workers and the leader
for the interpretation and preparation of process control charge.
Marks and Spencer leader provide the information to the manager about how much time
the whole process of manufacturing is taken so that they can inform the organisation need and
schedule to produce.
3 Explain the importance and value of the key approaches to operations management in
achieving organizational objectives successfully.
Operation management is the process which is taken place in the organization for
effective utilization of the resources. It manages the activities of transforming raw material,
labour and capital into useful good or services. The function of operation management is to
increase the productivity by using least resources. There are various things which get affected
when organisation use operation management in their system.
Improves productivity : When Marks and Spencer adopt effectively the operation
management process then it will help in improving its productivity. The management make all
13 Ellis, R.W., and et.al., 2015. Storage control system with data management mechanism
and method of operation thereof. U.S. Patent 9,123,445.

the efforts in the effective utilization of the resources to achieve the end goal 14. When manager
use resources effectively then the organisation able to produce more and earn more revenue.
Optimum utilization of the resources : Operation management help Marks and Spencer
to earn large amount of profit because in this there is effective utilization of the resources. The
efforts of the staff and the raw material is effectively used to convert into services and goods.
Manager and leader plays an crucial role in the achievement of business objectives such as
design, operations and maintain the system which are responsible for the production of the
goods.
Satisfying customer needs : Operation management is undertaken in the organisation
because it has the capacity to fulfil the needs and wants of the customer 15. Due to operation
management, Marks and Spencer able to produce the goods according to the need of the
customer and sold it at a rapid rate. Manager and leader make changes in their system time to
time in order to satisfy their demands and needs. When organisation produce goods according to
customer needs then business able to achieve its objective.
4 Evaluate how managers and leaders could be effective in improving operational efficiencies to
successfully meet business objectives
Manager and leader of Mark and Spencer works to manage business activities properly in
order to managing things properly. For this, they are creating numerous strategies for improving
operational efficiency to meet target objectives properly. Description of these activities are
determine below as -
Monitoring – Manager and Leader of Marks and Spencer are basically conducts several
monitoring practices in order to analysing current working situation of employees. Through this,
they can make possible changes on the basis of their own and organisational requirement.
Controlling – In an organisation, manger have an authority to take decision on the basis
of different situations. Through this, they can make proper control on each and every situation
for the effective implementation of new ideas.
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