Unit 4 Management and Operations Report: Marks & Spencer Case Study

This report provides a comprehensive analysis of the management and operations within Marks & Spencer (M&S), a major UK retailer. It begins with an introduction to the company and its flat organizational structure, followed by a detailed examination of the roles and characteristics of managers and leaders. The report differentiates between management and leadership, applying various theories and concepts, such as bureaucratic management and the managerial grid. It explores how leadership and management apply in different situational contexts, including slow-to-moderate, fast-changing, and stable situations, and applies theories like situational, systems, and contingency leadership. The report evaluates the strengths and weaknesses of these approaches. Furthermore, it delves into key operational management approaches, emphasizing their importance in achieving organizational objectives. Finally, it assesses the impact of factors within the business environment on operational management and decision-making. The report concludes with recommendations for future improvements.

Management and
operations

Table of Contents
INTRODUCTION...........................................................................................................................3
Introduction to the organisation you have chosen and its management structure.......................3
TASK 1............................................................................................................................................4
P1 Define and compare the different roles and characteristics of a leader and manager............4
M1 Analyse and differentiate between the role of leader and function of manager by
effectively applying a range of theories and concepts................................................................5
TASK 2............................................................................................................................................6
P2 Examine examples of how the role of leader and function of manager apply in different
situational context.......................................................................................................................6
P3 Apply different theories and models of approach..................................................................6
M2 Assess and evaluate the strength and weaknesses of different approaches to situations
within the work environment......................................................................................................7
Conclusions on how managers and leaders have made an impact on the organisation and
recommendations for future improvements................................................................................8
TASK 3............................................................................................................................................9
P4 Explain the key approaches to operation management and the role of leader and manager
play..............................................................................................................................................9
P5 Explain the importance and value of operations management in achieving organisational
objectives...................................................................................................................................10
M3 Evaluate how leaders and managers can improve efficiencies of operational management
to successfully meet business objectives...................................................................................11
TASK 4..........................................................................................................................................11
P6 Assess the factors within the business environment that impact upon operational
management and decision-making by leaders and managers...................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Management and operation refer to the process of converting raw material into final
goods and services with a specific purpose of gaining maximum profits. It is highly concerned
with the producing as well as redesigning goods according to the needs and requirements of
customer's in order to enhance high level of customer satisfaction. This will help in
accomplishing the high sales and revenue as well as effectively attainment of organisational
objectives. In this assignment Marks & Spencer is taken which is a UK based multinational
retailer which deals in food items, clothing, home products and so on. The company was founded
in 1884 and headquartered in Westminster, London. Under this report discuss about the company
and its structure, roles of manager and leader, difference between management and leadership,
approaches of leadership, key operational functions etc. in addition, study about the impact of
business environment factors which impacts on the company's decision-making.
Introduction to the organisation you have chosen and its management structure
Marks & Spencer plc is the largest retailer in UK, with nearly 300 company owned their
stores in its home country. The stores sell clothing, gifts, footwear, food as well as home
products. The number of employees are 78597 and there were 1043 M&S stores located in UK
and 444 other stores situates across the world as of 2019. the company M&S use flat
organisational structure for managing business activities that has limited levels of management
between administrative level as well as front line employees and it is mainly followed in order to
encourage workers in more decision-making process and minimise the bureaucracy. Due to the
less level of management interaction between top manager and employees become easy that
helps in implementing rapidly changes as well as effective problem solutions.
(Source : Flat organisational structure, 2018)
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TASK 1
P1 Define and compare the different roles and characteristics of a leader and manager.
Manager: A manager refers to a person who manage and control several activities which has to
be performed by employees (Barnard, 2017). Within the context of M&S, manager has
responsible towards the achievement of organisational objectives in order to that they can direct
workers towards the implementing plans as well as procedures.
Characteristics of manager: Knowledge: Manager have several duties such as planning, implementing, organising,
controlling, motivating, coordinating and so on to gain a competitive edge from their
competitors. As manager of M&S requires appropriate knowledge and information
towards the strategies that has to be implemented by the government and performed tasks
legally.
 Experience: It is required for the manager of M&S as they need to possess high
experience while performing tasks. This is very useful for them while making decisions
and develop sustainable plans and policies for the company.
Role of manager: Resource allocator: Manager of a company like M&S plays an essential role for hiring
individual’s for achieving the organisational objectives as it provides various resources
like labor, reserves and so on for smooth execution of all activities.
 Assigning roles and responsibilities: Manager have essential role to delegate roles and
responsibilities o the employees as per their skills and knowledge. Manager of M&S
allocates job duties to all workers as per their abilities that will assist in achieving the
tasks within specified period of time.
Leader: It is a person who directs, influence and motivates to their team members for
attainment of goals and objectives (Burke, 2013). Within the context of M&S, leader is needed to
give directions to their employees for performing organisational functions in an appropriate &
desired way.
Characteristics of leader:
 Communication: As leader possess effective communication and interpersonal skill
which helps in facilitating appropriate assistance as well as guidance to team members
and solutions of various problems also. Within the context of M&S, it deals in food and
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clothing items for that it is required for employees to generate and create some new ideas
in order to get a competitive advantage.
Role of leader: Coach potential: Leaders plays a crucial role in increasing the individual’s capability in
order to resolve problems effectively that are faced by the team members. The leaders of
M&S have entire control over the business activities as a result of this they can carry out
all organisational activities effectively.
 Creative vision: Leader plays an important role for leading a team with facilitating
creative vision. They direct their team members so that they can reach towards the better
attainment of goals along with the linked between personal interest with M&S’s benefits.
M1 Analyse and differentiate between the role of leader and function of manager by effectively
applying a range of theories and concepts.
Difference between management and leadership:
Basis Management Leadership
Definition It is referring to the planning, organising,
directing as well as controlling the
activities that helps in achieving the
organisational objectives.
It is related to the leader’s ability in
order to influence the team members
towards the giving high contribution
for accomplishing goals and
objectives.
Focus It focuses on the managing work
performance effectively.
It emphasises on leading group of
people.
Role To manage as well as control
administrative activities of M&S for
completing targets.
It encourages workers to perform
according to the company
requirements.
Personality
style
It tends to be rational and they emphasis
on structure, objectives, personnel,
resource availability. Managers have
lean personality towards intelligence,
persistence, analysis etc.
Leader of M&S is comfortable while
taking risks as well as they have high
level of thoughts.
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Theories and
concepts
A manager of M&S use bureaucratic
management theory as an impersonal
style which can become overwhelmed by
some sets of rules and formalities.
Leaders of Marks & Spencer adopts
trait and managerial grid theory of
leadership which will help in
analysing their own style of
leadership which are based on the
different factors.
TASK 2
P2 Examine examples of how the role of leader and function of manager apply in different
situational context.
Manager as well as leaders of Marks & Spencer are liable for achieving the objectives of an
organisation as they deal with unpredicted situations in appropriate way (Cook, 2017). Some of
these situations are considered as follows:
Example 1:
Slow to moderate situation: It is associated with that kind of situation in which situations
are occurs at a slow rate and moves till the moderate level as it is not high or fast changing. It is
required slow to moderate solution as well by adopting changes appropriately and execute new
project. In the context of M&S, company had faced problems related to the conflict arises among
the existing and new workers at a time of introducing a new plan requirement of mew employees
is increased for carries out the activities in an effective manner. For this situation a manager is
responsible for executing the operational activities related to a new project and leaders plays an
important role in encouraging employees towards the creation of better coordination with all
team members. As manager facilitates the allocation of work as well as duties as per the
employee’s specification and potentiality whereas, leader is responsible for giving proper
training to their employees in order to increase their skills and knowledge.
Example 2:
Fast changing: In M&S, issue related to the having inappropriate information and
interpretations are occurs while adopting plans as well as policies. It is closely related to the
implementation of policies and procedures in order to accepts changes as it is fast growing
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because as changes occurs within an organisation it requires implementation of new plan as per
the situation. In this situation a company can accomplish desired objectives on time by applying
the knowledge and experience of managers. As leaders facilitates assistance to employees so that
they can execute operational functions that is performed by increasing its capabilities as well as
knowledge through performing training and development programmes.
Example 3:
Stable situation: It is concerned with the Stability as it is not required any kind of
changes. Within the context of M&S, the stable situation is occur in their structure and rules
which is not required to be changes as it requires modification or updation. As well as the
workforce is also a stable situation which is not needed any kind of changes within the
operations.
P3 Apply different theories and models of approach.
There are several theories and models of leadership approaches that can be used by
manager as well as leaders of Marks & Spencer in several situations in order to ensures the work
completion (Ellitan, 2017). These can be considered as follows:
Situational leadership theory: It is related to the leadership style which adjust as per the
situations in order to managed them appropriately. As leaders of M&S are needed to altered their
leadership styled for accomplish better results as well as applying at a time of conducting team
activities for giving a right direction to all members. In addition, the manager of M&S can
choose democratic leadership style for a purpose that workers can effectively solved their
problems in a convenience. At a time of working on new project, manager and leader of Marks
& Spencer can use participative style of leadership for getting the opinions of team members or
employees. It will help in completing project successfully.
System leadership theory: It is essential for the company for performing targets in
accordance with the requirements. It helps in making cooperation in order to create situations as
well as operational strategies for assigning and completing the tasks according to the individual
potentiality. For instance: A manager of M&S has set standard of quality for producing products
as they play important role in managing the manufacturing activities and producing quality
products and services. Whereas leaders play an important role in this situation as it provides
instructions to all members of team in order to produce effective results and meet quality
standards (Wiggins, 2014).
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Contingency leadership theory: Under this theory, leaders as well as managers requires
to adopt effective style of leadership in order to accomplish the tasks in a desirable manner. As it
described the leader’s ability towards the selection of appropriate decisions in a different
situation. For example: while introducing new project the manager of Marks & Spencer can
adopts task-oriented approach through which they can achieve high level of performance.
Leaders can become people oriented as they can encourage workers for attaining the project
goals and objectives. For team developing activities both leader as well as manager use people-
oriented approach.
M2 Assess and evaluate the strength and weaknesses of different approaches to situations within
the work environment.
There are several approaches that can be used at the working environment of Marks &
Spencer for achieving the objectives according to the needs of company (Fredendall, 2016).
There are some strengths and weaknesses that can be discussed below:
Situational leadership theory:
Strengths Weaknesses
This assists manager and leaders to take
appropriate decisions towards the challenges in
order to solve them that supports the condition
as a result of these goals of M&S can be
attained.
Due to the deficiency in management as well
as ineffective leadership skills leads in
inappropriate decisions it can leads in arises
problems at any time on every situation.
Systematic leadership theory:
Strengths Weaknesses
Tasks can be performed according to the
systems that are formed by a company that
creates efficiency as well as effectiveness that
can be attained objectives effectively.
As the systems are complex in nature that can
not complete their roles and responsibilities
according to the requirements as the
company’s objectives can not be achieved
appropriately.
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Contingency leadership theory:
Strengths Weaknesses
It helps manager as well as leaders in order to
take decisions according to the contingencies
that rises at working premises so that the
company’s productivity doesn’t become
hamper.
It is hard and complex for manager and leaders
for making plans as well as policies according
to the contingent conditions.
Conclusions on how managers and leaders have made an impact on the organisation and
recommendations for future improvements.
It has been concluded that managers and leaders highly influence the business organisation
in accomplishing the tasks on time as well as make the chances of future growth and
development. As manager is responsible for managing the operational functions and employees
that positively influence on M&S in order to accomplish organisational goals. Whereas, leaders
encourage and lead the group of people in order to perform the roles and responsibilities for
getting success.
There are some recommendations for the company M&S for future improvements that can
be considered as follows:
 Design appropriate rules, strategies as well as policies that can highly support an
organisation to achieve their objectives.
 M&S’s leaders should motivate and encourage their team members in order to contribute
more towards the effectively achievement of organisational objectives.
 The company should require to emphasise on manufacturing of goods and services
according to the needs and requirements of the customers and minimising cost for
encouraging the profitability.
TASK 3
P4 Explain the key approaches to operation management and the role of leader and manager
play.
Key approaches to operations management:
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Several approaches are used for effective management of operational activities as it
supports the performance of all employees according to the requirement as well as gives value to
the business corporation (Glukhov, 2015). It can be discussed below: Total quality management: It is related to the maintain products and services quality of a
company. As the manager of Marks & Spencer can sets some standard of quality by
providing specific instructions to the workers in order to maintain expected quality at a
time of producing goods and services that can results in enhancing overall procedures and
provides value to the business organisation. Kaizen theory: It is related to the continuous development plan which are based on the
small as well as continuous modifications that will highly benefited to the company for
long period of time. It is associated with the lean production where manager is
responsible for facilitating advanced techniques to their workforce in order to minimise
the wastages. Whereas, leaders are liable for incorporating knowledge and understanding
to their employees so that they can be able to work on advanced technologies as well as
generate huge level of profitability.
 Six sigma: This kind of approach focus on reducing the defects in order to produce a
quality product and minimise the unexpected costs of production. As the manager of
Marks & Spencer can adopt this approach effectives so that can help in reducing the
errors as well as defects at a time of production process.
 Lean manufacturing : In this approach, business organisation should focus on minimising
the wastages so that other or extra expenses also minimised effectively. As the manager
of M&S can be arrange training as well as learning programmes in order to develop skills
and knowledge of employees for performing business activities in an effective manner.
Role and responsibilities of manager:
Manager has to complete several roles and responsibilities for managing the operational
activities that helps M&S to accomplish their objectives (Meyer, 2017). Production: It is termed as a key function of a company’s operation and the manager is
liable for analysing the requirements of production units of a specific products that are
demanded by the customers. Marketing: Operational activities are useful for increasing the range of goods and
services. As a manager of M&S is responsible for emphasise on marketing team in order
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to perform according to the company’s desires as well as contributes towards the success
and growth of organisation.
 Distribution: As the operational function of a business organisation helps in supplying
products and services to the customers. The manager of M&S is liable to make sure that
the logistic team performs their duties properly as well as supply products according to
the customers requirements.
P5 Explain the importance and value of operations management in achieving organisational
objectives.
Operation management considered as a most important function as it assists the business
organisation in increasing the entire productivity as well as profitability in the market. It is
associated with the several systems that are in used by the company for executing some tactics in
order to increase the entire performance (Qin, 2015). The importance and value of operation
management are discussed below:
Importance of operations management: Transformation of raw material into finished goods and services: It is important for the
business organisation in manufacturing final goods and services from their raw materials.
As Marks & Spencer is adopting total quality management for ensuring the better quality
of products and services. This will be done through controlling the manufacturing
procedures from beginning level of product development and ends with the last stage.
 Control and distribution system: As business organisation can help in saving over cost
by distributing goods and services as per the customers requirements. Marks & Spencer
adopting operation management for managing and controlling the resources for several
organisational activities. As it helps in accomplishing the goals and objectives of business
organisation.
Value of operations management: Better quality of goods and services: Operation management is valuable for the
organisation as it enhances the products quality. The company Marks & Spencer using
total quality management in order to ensure the product quality.
 Ability to increase productivity: In the business organisation, operation management is
essential for increasing the productivity as well as profitability as it is based on the
monitoring and controlling the production procedure. Through which, a company M&S
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will be created superior quality of products that will increase the productivity as well as
performance of company in the marketplace.
M3 Evaluate how leaders and managers can improve efficiencies of operational management to
successfully meet business objectives.
The organisational efficiency can be increased by the management and leadership approaches
that helps in achieving the success of a business organisation. Management approach: In this, manager has to monitor and control the operational
functions appropriately as it makes plans that support the M&S’s management in order to
accomplish organisational objectives. It will help in increasing the company’s profit and
can results in sustaining for a long period of time.
 situational leadership approach: Through this, a leader should be capable to make
appropriate decisions according to the business situations that are arise in the company’s
workplace. It can assist with the taking effective decisions towards the attainment of
organisational goals and increase operational efficiency.
TASK 4
P6 Assess the factors within the business environment that impact upon operational management
and decision-making by leaders and managers.
There are several factors that impact on the company’s performance, productivity, sales as
well as revenue in positive and negative way that can be needed to ascertained appropriately by
the M&S’s manager and leaders to get a competitive advantage in the market (Wan, 2015).
These are as follows:
Internal factors: Values: It is referring to the individual behaviours from which they can see things as in
the Marks & Spencer, worker values are related to the moral conduct, honesty and so on
through which they perform effective tasks and cooperate with their colleagues that helps
in increasing the performance. All employees does not have same values for that a
company M&S requires to ascertain employees values towards the decision making. Ethics: It is considered as a moral principle and rules of employees or organisation that
they ascertain what is right and wrong. Within the context of M&S, they operate their
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operations along with the ethical practices in order to attract and gain interest of workers
and stakeholders.
 Sustainability: It is related to the company success in which they sustain for a long
period of time in the competitive market. Within the context of M&S, company presently
attained high level of sustainability now they need to define or introduce innovative ideas
through which they can be able to attain long term sustainability by making appropriate
decisions.
External factors: Customer demand: It can be defined as an essential aspect of a company as the needs and
wants of customers directly impacts on the firm’s profitability, sales, revenue as well as
market shares. As M&S is dealing in food as well as cloth segments for that manager
needs to acknowledge towards the market conditions and demand of customers this will
assist in gaining a positive as well as strong market positions. The manager of M&S
needs to do a market research by using secondary resources such as survey in order to
considered customers requirements. The leader plays a role in conducting research as
well as manufacturing tasks to get desired outcomes.
 Competitors: It is concerned with that factor through which a company roll out their
plans and policies in order to get benefits of leading strong position in a market. There
are many competitors of M&S which deals in clothing sector such as ZARA, River Island
etc. that provides several challenges. The manager of M&S should altered their existing
approaches and policies according to the customers requirements and competitors.
Whereas, leader of M&S needed to motivates their employees to create innovation for
accomplishing tasks appropriately and both can make decisions towards the improvement
and development of company.
CONCLUSION
It has been concluded from the above report that manager as well as leader plays an
important role towards the success and development of an organisation. The manager plays an
important role in designing plans and policies as well as strategies to achieve appropriate and
effective results whereas, leaders helps in encouraging workers towards the improving their
potentiality and performance. There are several theories and models of leadership styles that can
be used by both effectively in order to deal with the complex situations as well as minimising
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wastages, time and cost. This will help in increasing the sales, revenue, profits as well as image
in the market. Also, analyse internal as well as external factors that influence the business
activities of a company and how a company deal with them.
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REFERENCES
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Routledge.
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EPRA International Journal of Multidisciplinary Research (IJMR). 3(11). pp.8-23.
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Wiggins, M. W., 2014. The role of cue utilisation and adaptive interface design in the
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