Leadership and Management in M&S: Roles, Theories, and Business Impact

This report provides a comprehensive analysis of leadership and management within Marks & Spencer (M&S), a UK-based multinational retailer. It begins by differentiating between the roles of leaders and managers, outlining their respective characteristics and responsibilities. The report then explores the practical application of these roles, including how leaders foster creative vision and coach potential, and how managers allocate resources and assign responsibilities. Furthermore, it delves into various leadership theories such as Adair's model, situational leadership, system leadership, and contingency leadership, explaining their relevance and application within M&S in different scenarios, such as executing new projects and implementing plans. Finally, the report examines how the business environment impacts the decision-making processes of both managers and leaders, highlighting the adaptability required to navigate unexpected situations and achieve organizational goals. The report emphasizes the importance of effective communication, knowledge, and experience in driving organizational success.

Management and
Operations

INTRODUCTION
Management and Operation is related with conversion of raw materials and resources into
final services and products with the aim of acquiring maximum profitability. These are
concerned with manufacturing and redesigning the products as per customer’s demand so that
their satisfaction level can be enhanced (Ageron, Gunasekaran and Spalanzani, 2012). This will
benefit the business organisation in attain high revenues and profits. This assignment is based on
M&S which is a UK based multinational retailer dealing in clothing, food items and home
products. Company is headquartered in Westminster, London. This report will cover roles and
characteristics of manager and leader in context with organisation. Also, role of leader and
function of manager in different situations are discussed. Different theories of management and
leadership are discussed along with value and importance of operations. At last, the impact of
business environment on management and decision making of both manager and leader is
discussed.
TASK 1
P1
Leader: A leader is capable of getting work accomplished from other person by motivating
and directing them. This accomplishment is achieved with the help of leadership styles. In
context with M&S, leader of company is required to support its workforce so that organisational
activities can be performed in a desired manner. Leader of company can guide them through
learning programs and training sessions.
Manager: A manager is the person in a business firm who monitors and manages the
activities that is performed by the workforce. Manager of a company is held responsible for
attainment of goals and objectives in an organisation. In case of M&S, manager has the duty to
direct workforce towards goal attainment by implementing plans and procedures.
Role of a leaders
 Creative vision: Leader plays the role in which they lead their team with creative vision.
They characterize their team about how they can reach different goals in timely manner
and the way in which their personal interest can be aligned with organizational benefits.

For instance, role of manager in M&S is to formulate effective plans so that vision of
company can be accomplished properly (Barnard, 2017).
 Coach potential: Leader has to play the role of a coach as it is the duty of a leader to
increase the ability of their team individuals and take care of the issues which have are
facing by their team. This will help in enhancing overall productivity of company in a
desired manner. Example, in M&S leader have overall control on their business due to
which they execute activities in an organized manner.
Characteristics of a leader:
 Communication: Main characteristic of a leader is to have effective communication
skills through which they can provide their assistance and guidance to the employees
regarding their various issues so that the issues can be resolved effectively. M&S is
providing clothing and food items due to which it is essential for workers to generate new
ideas so that high competitive advantage can be gained. It is not possible without
appropriate communication with leader.
Role of manager
 Resource allocator: Manager of a firm has the role to appropriately appoint the
resources to employees so that business goals can be achieved. For instance, in M&S,
managers give the resources such as labor, reserves etc. so that organizational operations
can smooth running.
 Assigning roles and responsibilities: Managers have the role to delegate responsibilities
to the workers according to their abilities and knowledge. This is a basic role of managers
so that organisational goals can be attained. For example, Managers at M&S appoint
duties to employees dependent on their capabilities, this will helps in accomplishing work
in a timely manner (Beske and Seuring, 2014).
Characteristics of a manager:
 Knowledge: Manager have different duties, for example, planning, organizing,
coordinating, controlling and so on to gain competitive advantage over rivals. For this,
Manager needs to have proper information and knowledge regarding the strategies that

are executed by government so that task and work in a company can be performed in a
legal manner. It assists them in achieving organisational sustainability Experience: Experience is essential for individuals at the workplace for accomplishing
promotions. Accordingly, manager in M&S possess adequate amount of experiences
while performing work. This is helpful for them in taking powerful choices and make
suitable plans for advancement of an organization.
Adair model of leadership: This model is focused on the 3 key function of the leaders
which are meet the needs of individuals, maintain the team, achieve the task. This theory states
that the for performing the role effectively, leaders needs to perform several functions so that
they can fulfil the three aspects of leadership. These 8 functions are discussed below: Defining the task: In this, leaders needs to determine a clear objective and convey it to
the team members so that these can be accomplished by employees. The objective should
be SMART so that these can be achieved effectively. Planning: In this, leaders are responsible for searching the alternative ways for taking the
decisions which is done by gathering the views and suggestions from team members.
Also leaders develop the plans for contingencies and evaluate it for implementation. Briefing: In this, leaders needs to develop effective and good working environment at the
workplace which promotes team work and motivation among the employees. Through
this, the employees can work effectively. Controlling: The leaders needs to develop self control, good control systems and
effective utilisation of skills of employees through assigning them work according to
their skills. Leaders needs to use minimum resources for getting the maximum benefits
from them. Evaluating: In this, leaders needs to evaluate the several aspects such as consequences of
undertaken work, performance of employees, skills of employees etc. so that proper
modifications can be done in the plan.

 Motivating: In this function, leaders are responsible for motivating their team members
so that effective results can be achieved. The leaders should provide rewards to employee
so that they can perform better. Organising: In this function, leaders needs to organise the team members, work and
organisation effectively so that effective results can be achieved. Also clear purpose
should be conveyed to team members in order to implement the change also in
organisation.
 Setting an example: In this, leaders needs to set the example of good work among the
team members and whole team as good examples leads to motivation among individuals
through which they can finish their work effectively.
Through these 8 aspects, leaders can perform their abilities and skills for leading the
employees towards the organisational goals in an effective manner as discussed by the Adair.
TASK 2
P2
Managers and leaders of the M&S are responsible for accomplishing the desired
organisational goals by dealing with the unexpected situations in an effective manner. These are
dealing with different situations at the workplace as discussed below:
Example 1
Executing new project: The taken firm i.e. M&S had previously faced issues of conflict
among new and old employees while initiating new project as new employees are hired for the
new projects so that the execution of activities can take place in an appropriate way. In such
situations, leaders needs to provide the motivation to existing employees for coordinating with
new employees. Managers are responsible for providing the plan to carry out the activities. For
this, the manager has a function to allocate work and duties after determining working potential
and full work specification of workforce. Whereas leaders are responsible for providing the
training sessions to the employees so that the employees can improve their skills and
performances.
Example 2

Implementing plans and policies: M&S has also faced issues in implementing the plans
and policies due to not having a proper plan and analysis. In such situations, organisation can
attain their desired organisational objectives in the pre specified time period by using the
assistance from the experienced and knowledgeable managers due to having experience of
developing and analysing the plans. These managers can finish their taken firm in an effective
manner. It helps the workers in M&S to perform their jobs and responsibilities according to the
expectations. Whereas leaders provides their assistance to the workers so that they can easily
carry out their activities which is done by enhancing their capabilities and knowledge through
conducting the training and development sessions (Cook and Billig, 2017).
P3
There are different theories of the leadership which are utilized by managers and leaders of
M&S in various circumstances for ensuring completion of work in an appropriate manner. These
theories are mentioned below along with the role of leaders and managers in taking care of them:
Situational leadership: This theory defines that there isn't a particular leadership style
which can be adopted by managers as well as leaders in every problem. These are needed to
adjust their leadership style dependent on the circumstances so that they can be managed
properly. The leaders is required to change its working style to attain improved results from their
work. This theory is beneficial for the leaders of M&S while performing team building activities
so that right direction to workforce can be given. For this, leaders can pick the strong leadership
that will assists in resolving issues properly. Though in this situation, managers of M&S can pick
the Democratic style with the goal that employees can solve their issues as per their convenience.
While for working on new project, leaders and managers of M&S can utilize the participative
leadership style for so that opinion of workforce can also give consideration. Through this,
employees will perform their work in a successful way due to which work related with launching
of new product can be accomplished properly (De Roover, 2017).
System leadership theory: This theory expresses that business firms are needed to
regard their workers as a single entity. The managers and leaders can utilize this theory for
implementing new plan and polices so that overall productivity of company can enhance.
Through this, the effectiveness of M&S can be maintained. Leader can use this leadership theory
so that organizational goals can be achieved before time in an efficient manner. Though manager

can use this style to persuade the expertise of company in performing their best performance.
This can be attained by offering them benefits and rewards. For launching of new project,
managers can utilize this style for improving working potential of employees and efficiency by
working with new methodologies. While leaders can give their help to manager so that all the
activities related with launching of project can be performed smoothly.
Contingency leadership theory: This theory was created by the Fred Edward Fiedler in
the year 1964. This theory underscored on the capability of leader for taking effective decisions
in changing situation. This theory expresses that leaders and managers needs to utilize one
appropriate leadership style from different styles to complete the work in a desired manner. For
initiating new project in the market, manager in M&S can use task oriented style by which they
can get help of expertise while performing on project. Though leaders can people oriented style
through which they can inspire the workforce to accomplish work related with new project. For
the team building activities, managers and leaders can utilize the people oriented style. Through
this style, they can improve the performance of workforce so that better outcomes can be
attained. By this, team members will be able to resolve problems which were faced by them
during collaborative work (Ellitan, 2017).
Through these above discussed theories, managers and leaders of M&S can properly deal
with the different problems to achieve business goals desirably. For the example 1, leaders and
managers can use the situational leadership through which they can modify their working style
based on the situations and can resolve the conflict among new and old employees for ensuring
their smooth coordination. For example 2, leaders and managers can use the contingency
leadership theory in which they needs to conduct the feasibility test so that the analysis can be
done properly for implementing the plans.
TASK 3
P4
Both manager and leader plays very important role in supporting a business firm towards
growth and success within market place. In order to perform their activities properly, managers
and leaders in Marks and Spencer is needed to follow some approaches of operational
management. This will help them in achieving maximum profitability. Some of these approaches
are discussed below:

Total quality management (TQM): It can be defined as an efficient method that helps the
managers of company in raising standard of quality of goods and services which is offered to the
customers. Major objective of M&S behind choosing this concept is to increasing satisfaction
level of customers so that their faith and trust can be in favor of company. For example, by using
raw material of good quality, manager of company can persuade customers to buy their products
in high quantity. Role of leader is to encourage the working staff by training them so that their
technical skills while product production can be improved.
Just in time: It will helps M&S in meeting the needs and requirements of their customers
in a timely and proper manner. This approach will benefit the manager of company to analyze
the inventory situation and in accordance with the demand of customers, raw material and other
resources will be ordered. It will benefit in decreasing the storage cost of M&S due to which
their profit margins will enhance (Fredendall and Hill, 2016). Role of the leader to be a motivator
so that workforce of company can perform their activities by using resources in an optimal
manner. This will benefits in reducing wastage in a considerable manner.
Kaizen theory: It is an approach to develop a continuous improvement plan based on the
fact that small and continuous changes will results in high benefits for company in long run. This
approach is based on commitment and cooperation which is way different from approaches
which prefer radical changes. Core of this theory is lean manufacturing where role of manager is
to provide high and advanced technology to employees so that wastage can be reduced. Leader
are required to incorporate knowledge to their workforce so that working on advanced
technology can results in attainment of high profitability.
The managers and leaders of M&S are using the above discussed practices in their
business operations through which effective results are achieved by them. For example: the
leaders and managers are using the TQM for ensuring good quality of products. In order to
improve their products, the company is using the KAIZEN model through which company us
getting the maximum benefits from them. M&S is using the just in time for managing and
monitoring their inventory so that the products can be supplied based on the demand.
P5
Operations management is very important because it helps the company in improving its
overall performance and profitability in marketplace. It is related with various systems which are

used for executing important tactics for improving overall performance of company. In this
regard, value and importance of operation management is stated below:
Evaluations of business activities: This is essential in order to reduce wasteful aspects in
operations, for example, shortage of raw material, over flow of stock and so forth. In which,
operational management can assist the management in identifying the needs & requirements
properly so that staff can only order those entities which are required as per customer’s demand.
This will urge staff individuals to keep on executing their given duty without taking part in any
unlawful event.
Cost minimization: Method of operation management is useful in lessening costs by
execution of only wanted functions and after these the save cost can be used in performing other
business activities so that high profitability can be attained. M&S should be cautious when
introducing new activities and procedures that are unproductive as it can prompt additional cost
which can influence the organization in accomplishing their objectives and targets (Glukhov and
Balashova, 2015).
Enhance performance: Management of operation division is useful for inspiring the
workforce & manager of company in achieving aims and targets in a timely manner. Through
this the representatives of M&S can accomplish their objective productively as the encouraged
workers will increase profitability and performance of company properly.
Time management: It is the main merit associated with management of operations as it is
useful in dealing with time appropriately. By effectively managing the time, productivity and
efficiency of staff members & other members of organisation will increased. Management of
Time is useful for M&S to satisfy the urge of customers in a timely manner.
Importance of operation management
Control and Distribution Systems: Through the operation management, organisations
can save their extra cost by supplying the products and services according to the demand. The
companies such as M&S are using the operation management for controlling and distributing the
resources for the different functions of organisation. Hence, operation management is very
important for firms in controlling and managing their systems in order to accomplish the goals.

Transformation of raw material into finished goods/services: The operation
management is also essential for the firms in producing their products from raw materials to final
products. M&S is using the TQM for managing the quality of their products which is done
through the monitoring of production process from the initial stage of product development to
the final stage of product development.
Value of operation management
Ability to increase productivity: Operation management is valuable for the organisations
in enhancing their productivity as this concept is based on managing and monitoring the
manufacturing process. Through this, better quality products will be developed which will
enhance the productivity and performance of firm in market.
Better Quality Goods and Services: The operation management is also valuable for the
company in enhancing the quality of their products. This is done in M&S by using the TQM
through which quality in the developed products is ensured by the firm.
TASK 4
P6
External environment factors are the aspects or elements which can influence the business
operations of a firm due to not considering the factors in strategy development. Business
condition are based on both internal factors and external factors which can affect business firm in
both negative or positive manner. Inner elements incorporate organsational structure, culture and
confidence level of employees and so on whereas the external factors incorporate political and
economic aspects, innovative progression, laws and regulations etc. These business factors also
possess a considerable impact on decision-making of leaders and managers which are given as
below:
Internal factors:
Organisational culture: this is an inner element which straightforwardly influence leadership
through management and leader. The manager and other senior employees are capable to set up
positive working structure by fairly treating all the employees without judging them on the basis
of position, religion, sex and so forth. This will provide chance to every worker in M&S to

deliver their ideas & opinions freely so that organization can gain competitive advantage over
rivals. In any case, if the leader and manager are not able to make a right organisational culture
then company can face bad image and loss of revenues (Ma and Sun, 2012).
Employees support: Staff members are backbone of organisation. These people perform
business activities as per the directions given by manager and leader of company. In some
situations, staff members feel dissatisfied because of getting lower salary then their colleagues
working at same position or due to having lacking abilities due to lack of training and
development programs. It can be avoided by leader & manager through expanding their
compensation standard and organizing training and development programmes at work
environment.
External factors:
Customers demand: customers can be considered as the main stakeholder of organisation
whose needs and wants can impact the revenues, profitability and market shares of company in a
considerable manner. M&S is dealing in cloth and food segment due to which it is very essential
for the manager of company to acknowledge market and customers’ needs in a desired manner. It
will help the organisation in making strong position at market. In addition, managers of M&S is
require to carryout a market research by using secondary resources such as internet surveys etc.
so that demands of customers can be completed in a timely manner. Main role of leader is to
encourage the workforce so that they can perform researching and manufacturing work properly.
This will help organisation in getting desired results (Qin and Nembhard, 2015).
Competitors: This is another factor which motivates a business firm to roll out required a
necessary improvement in their current policies and plans. This will benefit them in holding a
strong position within marketplace. In clothing industry, various major plyers are already
established for example, ZARA, Tommy Hilfiger, River Island and so forth which gives intense
challenge to Marks & Spencer. To gain competitive advantage against them, manager should
play a significant role by modifying the current approaches and plans of companies as per the
expectation of customers and rival companies. In this context, leader of M&S is required to
encourage the employees to bring new and imaginative thoughts so that organisational work can
be accomplished in an effective manner. In this regard, the decisions taken by the manager and
leader of company can results in betterment of M&S by high revenues and profit margins.