Leadership, Management, and Operational Strategies at Marks & Spencer

This report provides a comprehensive analysis of management and operations at Marks & Spencer (M&S). It begins with an introduction to M&S and its flat management structure, followed by a comparison of the roles and characteristics of managers and leaders. The report examines how leadership and management functions apply in different situations, such as declining sales and store closures. It then delves into various leadership theories and models, including situational, systems, contingency, and transactional leadership, evaluating their strengths and weaknesses. The report further explores how managers and leaders impact the organization and introduces operation management, including the key approaches adopted by M&S. It discusses the roles and responsibilities of managers and leaders in successful operation management, the importance of key approaches, and how managers and leaders can improve operational efficiencies. The impact of external business environment factors on operational management is also evaluated, with recommendations for future improvements. The report concludes with a synthesis of the findings and offers recommendations for future improvements, providing valuable insights into M&S's management and operational strategies.

MANAGEMENT AND
OPERATIONS
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1. Introduction of Marks & Spencer and its management structure............................................3
2.Define manager and leader and compare their roles and characteristics..................................4
3. Roles of a leader and functions of a manager apply in given situations..................................6
4 Different theories and models of approach to support growth and sustainable performance. .6
5 The strengths and weaknesses of different theories and approaches........................................7
7 How managers and leaders make impacts on the organisation................................................8
TASK 2............................................................................................................................................9
1.Introduce operation management and the key approaches adopted by the organisation..........9
2.The roles and responsibilities of managers and leaders in successful management of the
operation......................................................................................................................................9
3. Importance and value of the key approaches to operations management in achieving
organizational objectives successfully.......................................................................................10
4 how managers and leaders could be effective in improving operational efficiencies...........11
5.The impact of external business environment factors on operational management...............11
6. Critically evaluation of the application of operational management.....................................12
7. Suggest recommendations for future improvements.............................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15
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INTRODUCTION
Management and Operations are two different branches or specialisations within specific
field. The term management refers to setting up of strategic goals, to make decision on how the
overall organisation would be operated. Whereas, operations are defined as a particular task or
job done to achieve a certain target. This report will discuss, about the role of leader and
functions of management and how they are applied to different context of organisation. The
importance of operation management for achieving objectives of business entity.
Different theories and models or approaches of leadership like System and Situational
Leadership and how its applied by M&S Marks & Spencer is a multinational British Company
that deals in home products, luxury food items and clothing for men and women. It was
established in year 1884 and it operates worldwide including prominent markets of Asia and
Europe.
TASK 1
1. Introduction of Marks & Spencer and its management structure
Marks & Spencer was originally established with “M & S” name; company gains it
reputation after it made strategy of selling only British made product. Marks & Spencer used to
sell only food and clothes under name of “St. Michael”. It slowly gained popularity and became
the highest clothing brand in UK and Europe.
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It follows flat management structure. In this form, there is less or limited number of
managements between front line employees and upper level management. Flat organisational
structure is of pyramid shape but due to limited level of management between employees and top
management due to this organisation structure is flat and broader.
Marks & Spencer have different department heads and managers managed by different executive
managers. This structure is followed by company to reduce bureaucracy and involves employees
to make decisions and improve their skills. It helps in making communication between base line
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employees and top-level managers easy which promote faster changes and quick solutions to
company’s problems. This form of structure help in getting loyal and dedicated staff, which help
organisation to achieve its goals and objectives in given time (Jacobs and et. Al 2014).
2.Define manager and leader and compare their roles and characteristics.
 Manager: A person who is responsible for administering or guiding a group of people or
an organisation. He is responsible to complete a certain group of tasks with provided
skills.
 Leader: Any individual or person who leads or commands a group, an organisation or
country. In an organisation, a term leader refers to any person who influences group of
people to achieve goals of organisation (Song and et. al 2015).
Characteristics of Manager and Leader
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Manager Leader
 In M&S Ltd performing of task is more
important than people.
 The leaders of company give
importance to their people.
 It focuses more on effectiveness of
work performed by an individual.
 Leader brings best out of a person. It is
difficult to learn good leadership skills.
 The managers of company set goals
which are to be achieved with
collective efforts of individual.
 It helps to set a vision for people and
inspire them to turn into reality. Vision
of company is to achieve “sustainable”
retail business.
 It helps in controlling the risk
associated with certain operations of
company. Example; a risk occurred in
food business of company which was
controlled by introducing HACCP
technique.
 Leaders are willing to try new things by
taking risk, even they may fail.
Role of Manager and Leader
Manager Leader
 The prime responsibility of manager is
to support business growth.
 Effective leader help employees in
representing a good image of
organisation to public and in industry.
 Manager communicate effectively.
Manager should properly explain the
goals of Marks & Spencer to their
employees.
 In a company manager who are leaders
take support from employees.
 Managers of M&S are responsible to
train their employees for their specific
jobs.
 In M&S The effective leadership of
mangers are seen at top level of
organisation
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3. Roles of a leader and functions of a manager apply in given situations
Situation 1: Sales of company are drowning due to intense competition in market.
In the above case, manager of Marks & Spencer would make strategies to boost the sales.
He will assist employees on how to achieve goals. However, leader of company would motivate
employees to achieve set targets. He will act as a guide and mentor to people to overcome from
the above situation. In addition to this, it is important for M&S to undertake effective measures
for attaining contending benefits in the market in comparison to their competitors. For which, the
managers can refer strengthening their R&D department to undertake valid researches to
recognise the latest consumer needs and demands. After which, the production department can
refer designing similar products and services fulfilling the changed requirements of their
customers. Leaders can hereby focus on reinforcing the techniques adopted to attain sustainable
competitive benefits in the market. For which, effective trainings can be provided to the
teammates regarding the use of innovative techniques to manufacture resourceful products and
services.
Situation 2: Company has decided to close it 100 stores all over UK.
The function of manager will be to formulate plans to open new stores in other parts of
country to increase sales and earn revenues. Manager will help in delegating roles and
responsibility to employees for new market. However, leader would solicit support from
employees and also ask for their reviews on this decision. Other than this, both leaders and
managers of the cited firm can hereby consider adopting effective methods of promotion to
attract a large set of customers in the newly expanded marketplaces. Also, M&S can refer
conducting intensive research to ascertain the new taste and preferences of consumers in the
expanded regions.
4 Different theories and models of approach to support growth and sustainable performance
 Situational Leadership: In this form of leadership, the leader adjusts his development
level to an individual whom they want to influence. Changes in style is based on the
circumstances or situation (Ng and Sears, 2012).
There are four types of situational leadership:
1. Directing: Leader takes decision and informs employees about the same.
Employee performs in a same way as they are been told. This applies when a new
person joins company.
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2. Coaching: Employees are involved in decision-making process. This helps in
creating self-confidence and esteem in employees. This style is followed in M&S
Ltd to motivate existing employees.
3. Participating: More authority and responsibility is given to follower in this style.
Leaders also provide feedback and guidance in relation to tasks. Company
involves participation of employees in matters related to operational activities.
4. Delegation: It is done at lower level of management, where employees itself
chooses which task they want to perform and directions they will take. This helps
to reduce burden on leaders in relation to small matters prevailing in company.
 Systems leadership: It means to create a condition where all members of organisation
works effectively. This means leaders are need to perform certain duties beyond the set
limits of authority and responsibility. How they perceive to particular information and
evaluate gathered data. M&S has made new leadership approach to improve the
functioning of it clothing department (Giltinane, 2013). Contingency leadership: It is opposite of situational leadership as it states that
effectiveness of leadership is achieved when the style of leaders should be matched with
given situation. According to this theory styles of leadership cannot be modified or
influenced (Plambeck,2012).
 Transactional leadership: it is a traditional theory where leadership uses punishment and
rewards to motivate employees. It is an effective tool which helps in getting non-
performing employees to work, achieve short-term goals of organisation.
5 The strengths and weaknesses of different theories and approaches.
Situational leadership:
Strengths Weaknesses
 It is one of the oldest theories of
leadership.
 Very little research to support
assumption of this theory.
 Theory focuses on flexibility of a  It cannot be applied on group problems.
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leader and reminds him to treat each
subordinate equally.
It is meant to solve only one on one
situation.
 This theory can be applied to various
context.
 It is difficult to find how much
commitment of managers are required
for work.
 It is easy to understand, sensible and
have practical approach.
 The styles of leaders cannot be changed
or influenced.
Contingency leadership:
Strengths Weaknesses
 It has widened the scope of leadership.  Theory fails to explain what should be
done when styles of a leader dose not
match situation.
 Theory provides data to organisation in
relation to leadership styles which can
be utilised for human resource
planning.
 It is a complex approach.
 It teaches the importance of different
styles of leaders.
 This approach is difficult in empirical
testing.
Systems leadership:
Strengths Weaknesses
 Adaptive and dynamic in nature.  It leads to delay in decision-making
process.
 Theory focuses over multiple
dimensions of management.
 This theory is not applied to small
organisation.
 It helps in achieving both individual
and organisational goals of company.
 Does not responds to contingencies.
Transactional leadership:
Strengths Weaknesses
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It uses effective motivational technique. Employees may be dissatisfied with
punishment given to them.
This help in increasing productivity and cutting
down cost.
Subordinates does not show active
participation.
Theory help in achieving the vision of
company.
High motivational perks can lead to increase in
cost.
Transformational leadership:
Strengths Weaknesses
Allows a quick formulation of vision. It is known to overlook reality on frequent
basis.
Encourages a sense of enthusiasm. It may deal with severe detail challenges.
Inspires people to get motivated It is likely to abuse.
7 How managers and leaders make impacts on the organisation.
The manager and leader play a crucial role in an organisation. They are important tools
through which performance of business can be improved. Managers set targets and help each
individual to effectively contribute towards the achieving the goals of organisation. Poor
performance by them can affect the perception of employees, values and vision of business
which results in high turnover of staff. But, if managers perform it duty effectively it will help in
attracting top talents to company (Cuadrado, Navas, Molero, Ferrer and Morales, 2012).
Leaders directly influence an individual, it determinates culture, values and motivate
employees to achieve both organisational and individual goals. They help in evaluating the
gathered information and applying of different approaches to improve thinking skills of
employees. It helps subordinates to create a vision and achieve them.
TASK 2.
1.Introduce operation management and the key approaches adopted by the organisation.
Mark & Spencer gains popularity not only in it home country but internationally. Large
operation of country all over world shows a great success to company. But in late 1990's
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company saw a downfall and business went on decreasing. To improvised the situation company
has opted strong operation management i.e. Company has decided to improve it clothing
production line by introducing plan to focus on core customers who want to spend money and
are interested in classic fashion. It has introduced changes like simplifying the ranges, focusing
on quality and uniqueness of it each food item produced by them. It has included three supply
chain strategies i.e. lean, hybrid and strategic, due to different product lines. Key approaches
adopted by Mark & Spencer are:
 Budgets of company should be made operationally and not centrally.
 Marks & Spencer is shifting its focus to integrated products.
 Innovation in practices of operation management.
 Company has adopted a key approach of lean strategies.
 It has adopted strategic approach and improves sustainability at every level of operation.
 Company has introduced sustainability in values and mission.
2.The roles and responsibilities of managers and leaders in successful management of the
operation.
Roles and responsibility of managers are as follows:
 They are linked to individual customers and serves products/service of company to them.
It acts as bridge between customers and organisation, managers tell about the needs and
demands of consumers to business and in turn company act and produce according to it
(Tahan and et. al 2015).
 It serves as link between top level authorities and base line employees, manager translate
all the higher-level strategies into operations which results in achieving of set target.
 Manager are directly related to front line employees thus they act as guider, mentor and
support system. Also, they help top level authorities in order to know the needs of
employees (Luria, Cnaan and Boehm, 2017).
Roles and responsibility of leader are as follows:
 Leader in organisation is responsible to formulate strategies to achieve objectives/ goals
of company.
 Company leaders effectively managed day to day operations within business.
 They listen to feedback of employees and support in active participation.
 Provide any training required by subordinates to operate or conduct specific job.
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 They influence employees through it skills and time management techniques (Lian and
Tui,2012).
 Leader of M&S Ltd uses a proper motivation technique for individual employees.
3. Importance and value of the key approaches to operations management in achieving
organizational objectives successfully.
The key approaches adopted by Mark & Spencer help organisation to achieve great
success in their operations. Importance of key approaches are:
 By adopting value chain process company has earned back the loyalty of its customers.
They are attracted to company products.
 Adopting of strategic approach help company to reduced down it cost and increase it
productivity and gets sustainable development. It helps in achieving desired results.
 It has made changes in it supply chain by introducing lean supply chain which ensures
company to get product at lower cost with high quality, and sell it to customer in low
price.
 M&S has adopted approach of carbon neutral. This help company in reducing it food
wastage up to 40% and improves it energy efficiency by 26%. This innovation in
operation management help company to produce eco-friendly products.
 Introducing of sustainability in companies’ value, services help it to produced
accordingly. Achieve it mission successfully.
4 how managers and leaders could be effective in improving operational efficiencies.
The leaders can improve operational efficiency by: Quality of work: To check how well employees are working, what impact dose it has on
business. If an employee is doing poor quality of work then it should be checked and
informed the employee about same. Knowledge of Employees: A leader should know about their subordinate it should have a
basic information regarding to them. It will help to address leader properly. Developed effective Communication: To get to know about work of employees and to
make them aware about business objectives it is important to have an effective
communication with them.
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