Evaluating Leadership and Management in M&S Operations: A Report

This report examines the roles of leaders and managers within the context of Mark and Spencer (M&S), a multinational retailer. It differentiates between the functions of a manager, focused on day-to-day operations and adherence to rules, and a leader, who motivates and guides towards achieving strategic goals. The report explores situational contexts where leadership and management are applied, such as product launches and adapting to changing customer needs. It also discusses Mintzberg's theory and its application to M&S, analyzing the advantages and disadvantages. Furthermore, the report evaluates the value of operational management in attaining business objectives and assesses factors within the business environment that influence operational management decisions. The conclusion summarizes the key findings and provides insights into the interplay of leadership and management in achieving business success.

Management and Operations

Table of Contents
A90341............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1) Illustrate and differentiate the role of leader and the function of manager. ....................1
LO 2.................................................................................................................................................5
P2) Evaluate examples of how roles of leader and function of manager are applied in various
situational contexts.................................................................................................................5
P3: Apply different theories and models of approach, including situational leadership, systems
leadership and contingency....................................................................................................1
LO 3.................................................................................................................................................2
P4) Discuss the key approaches to operations and management and the role of that leaders and
managers play. .......................................................................................................................2
P5) Discuss the value of operations managements in attaining business objectives..............4
LO 4.................................................................................................................................................5
P6) Assess the factors within business environment which influence upon operational
management ...........................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Management and operation plays a significant role in running the business smoothly in
intense competitive world. Timely improvements is done in operation activity so that productive
results can be attained and emerging needs of the customers can be full-filled accordingly. In an
organization management should be flexible in nature in order to cope up with competitive world
(Bozarth and Handfield, 2019). Those firm whose management and operation are not rigid are
likely to be more adoptable to the dynamic environment so as to grab opportunities prevailing in
the open market place. Competitive advantages can be gained in the neck to neck competitive
world when companies management and operations activities are working smoothly. For this
project Mark and Spencer has been undertaken. It is a British multinational retailer which is
located in Westminster, London. Steve Rowe is the CEO of the company. This report covers
differences between leader and manager. Various theories are studied in order to better
understand which one is most suitable for the firm's working premises. Along with this it covers
how value of operation management aid in full-filling set goals and objectives of the firm.
However, some of the factors are ascertained which impact business decision making process.
LO 1
P1) Illustrate and differentiate the role of leader and the function of manager.
Manager is a person who is a paid employee of the firm and monitors all the business
day to day working in effective manner. They are accountable for planning, controlling and
monitoring business activities so that set goals and objectives can be attained easily. Mangers of
the organization focus more on rigidity and monotonous work so that assigned work can be
accomplished in the set deadline (Choi and Wang, 2018).
Characteristics of manager:
 Holding leadership attributes in their personality is the essential characteristics which
should be there in a manger. This helps to carry out all the activities smoothly without
any error.
 Having effective communication skill is must in a manger so that work can be assigned
effectively among the staff members.
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 Manager having wider knowledge in every sector is another characteristics which should
be there in a manager. It is essential as because they guide their team mates which any
issue arises. Lack of knowledge leads to unproductive outcomes in the market.
 Understand the importance of time and assure work gets completed in the set time span.
 Manager should be reliable
 Person should be effective and capable enough to take best decision in adverse condition
Role of manager: In cut throat competitive world the role of manger is to seek
information regarding internal and external events in order to better understand firm and it's
environment. On the other hand manger need to aware their employees regarding all the
development taking place in the premises like, customers should be aware regarding new
product, directors and shareholders must be informed about financial performance etc.
Additionally, manger of the enterprise need to perform the role of liaisoning (Chiarini and
Vagnoni, 2015). Here, they build enlarge their contacts with outside agencies and institutions in
order to accumulate business related information.
Leaders are those individual who are motivating their teammates to perform better as
compare to others in order to cope with their rivalry. They act as guider, mentor, supporter etc. as
the requirement so that co-workers can be encouraged to perform assigned task smoothly. They
are the backbone of other employees and lead others towards achieving set goals and objectives.
Leaders of the company contributes in retaining effective and capable employees for longer time
duration in the working premises. On the other hand they are liable to encourage their sub-
ordinates and boost them to work hard day and night to meet the set goals and objectives.
Characteristics of leaders:
 Leaders should have abilities to delegate the work to their teammates according to their
skills and potential level.
 In the extreme condition leaders should remain confident and honest towards their
position.
 Leaders should be with hold positive attitude despite of any circumstances.
 They should be creative and innovator so that complex work can be simplified.
 Leader should be self-control so that they can guide other co-workers in their work and
can motivate them to perform better as compare to others.
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Role of leaders: To grow and flourish the business in the global market it is very
essential to have effective leader at the workplace. They are the one who create vision and guide
their team to achieve it accordingly in the set time frame (David and David, 2019). The role
which is performed by leader is that they execute strategy and ensure disciplined processes so as
to accomplish set standards. As per the requirements they change their role and mould
themselves as philosophers, friend, mentor and solve their professional and personal issues. By
this smooth working environment is build and workers carrier graph is raised with the phase of
time.
Basis Manger Leader
Type of style adopted Authoritarian style is adopted
by manager.
Leaders uses motivational
style.
Reaction towards change Managers react to change and
resist towards it strongly in the
working premises.
Leaders create change and
adopts them smoothly in the
working premises.
Focus In an organization mangers
focus on copying things from
others
Effective leaders focus on
solving things in innovative
and unique ways
(Schönsleben, 2018).
Risk Risk is controlled by manager Risk is most taken by leaders.
Work Manger aim is to direct the
employees so that set goals
and objectives can be attained
easily.
Leader main aim to coach their
teammates.
Building relationship In every firm manager are
focusing more on building
systems and process rather
than creating healthy relations
Leaders are more interested in
building healthy relations with
co-workers so that at the time
of work pressure they can be
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with employees (De Roover,
2017).
convinced to work hard to
achieve set goals and
objectives.
Creators Managers are creators of goals
in the working premises.
Vision creators are leaders in
the firm.
Addressed to Managers are addressed to
maintain the status quo in an
organization.
Leaders are addressed as
change agents in a enterprise.
Mintzeberz Theories is explained as systematically and cutting down administration roles
and responsibilities as well as arranging the workplace in order to solve complex concepts in to
simplest way. By this M&S is able to build become more effective culture at the work place .
Additionally, co-workers are able to improve their self skills by this productive results can be
attained easily. According to this theory it is believed that skills are learned through experience
and can not be taught.
Advantages:
 This theory mainly focus on instrumentation due to which it is easy to attain set goals and
objectives of M&S.
 Mintzeberz Theory is concentrating more on evaluating firm's environmental factor both
within and outside.
 It directly aid in evaluating in flaws, risks, potency and changes and accordingly M&S
management can build tactics to overcome the barriers easily.
Disadvantage:
 This theory does not focus on human resource retention.
 The sample used in this theory may not be representative.
 They are capable enough in producing artificial results.
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LO 2
P2) Evaluate examples of how roles of leader and function of manager are applied in various
situational contexts.
The roles of leader and function of manager are applied in various situational contexts are
illustrated with the help of examples which are stated below:
Situation 1:
Mark and Spencer is launching a new product in the global market. They are coming up
with anti-ageing sun protection cream because the demand for such type of cream is more in the
market. In order to raise the sales role oh the new cream firm are adopting various tools such as
social media platform such as , Instagram, Twitter, Facebook and so on to advertise their product
in the market. To develop innovative product in the market continuous research and development
activities are conducted by organisation. In order to commercialize the new product in the global
market significant role is performed by leader and manager that are elaborated under:
Role of leader:
The role of leader in Mark and Spencer while launching the product in the market is to
motive their team to remain with positive attitude despite of any results (Deresky, 2017). By this
the moral value of the employees remain stable and make up their mind if the product does not
succeed in the market they will work more had for next project. Here, leader plays a crucial role
as it supports their fellow team in every step as well as does not loss hope from them. This push
staff members to work more better as compare to earlier project. The M&S leader role is to
provide both online and offline training to the teammates in to enhance their knowledge
regarding the new product. Along with this M&S leader timely motivate them to perform better
as compare to others. By this workers work hard in order to meet the set bench mark and to be a
part of incentive, benefits or perks holder. All this is possible because the leader plays his / her
role effectively in every stage.
Function of manager:
At the time of launching a new product in the market manger monitors all the activities in
order to reduces the chances of mistake. They keep eye on each and every activity while
launching the new good in the global market this helps in commercializing in the product
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smoothly. Cross check of all the assigned task has been done as well as make sure in the set
deadline all the work get They are using social media platform such as , Instagram, Twitter,
Facebook and so on to advertise their product in the market. To develop innovative product in
the market continuous research and development activities are conducted by organisation. In
order to commercialize the new product in the global market significant role is performed by
leader and manager that are elaborated under: s completed without any difficulty. M&S is
coming up new product so the manger is accountable to get the thongs done properly. All the
assigned task need to completed in the set time frame for better results.
Situation 2:
Mark and Spencer is facing another issue regarding frequent changes in the needs and
wants of the client in the global market. In order to overcome this problem organization conduct
research and development activities. Various policies and norms are framed by the HR ODF the
company to overcome the issues related to frequent changes in the needs and wants of the client.
In order to meet the preferences of the end users in the global market significant role is
performed by leader and manager the explanation is below:
Role of leader:
The role of leader in Mark and Spencer is to understand the emerging needs and wants of
the customers (Fladmark MHWirth, 2019). By this leaders in the working premises can mould
their teammates to work effectively in order to satisfy the emerging demand of the client on
priority level. Leaders are accountable to full-fill the expectation level of the consumers because
they are accountable to complete the task the in the set deadline from their sub-ordinates by hook
or crock. M&S leader is training their staff members frequently in order to make make them
mentally strong to adopt dynamic changes. By this workers less resist to any kind of change.
Function of manager:
Manager of function in Mark and Spencer is to planning, organizing, monitoring,
coordinating, leading, staffing etc. They make plan to understand the demand of the customers in
open market place as well as keep eye on dynamic environment to understand the importance of
it in the business operations. They assign the task to the staff members according to their
potential and abilities in order to complete the task in the set time span. Along with this power is
delegated as per the requirement to accomplish the set task on time. M&S manger frame policies
6

in order to cope up with the dynamic changes taking place in the environment. Also, delegate
power as per the requirements so that task gets completed in time.
Situation 3:
Conflict situation is frequently raising in the working premises of M&S due to which
potential employees turn out ratio in Mark and Spencer is raising day by day in the market.
Unhealthy working environment is build which leads in reducing overall workforce efficiency
that is a negative mark for the business in the global market. Conflict is the root cause of
reducing productivity level of the workers in M&S it leads in gradually downfall of the
companies market share. Top level management of the firm is framing strategies in order to
resolve conflict emerging in the working premises. To resolve the conflict situation in the in the
global market important role is performed by leader and manager are stated beneath:
Role of leader:
In firm leaders plays a significant role in resolving conflict. They act as a mentor,
supporter, philosophers and so on as per the requirement so that conflict can be resolved easily.
By listening every employees issue a common solution is drawn in order to resolve the emerging
conflict at the workplace (Seddon, 2019). By eliminating the conflict situation in the premises of
Mark and Spencer overall productivity and profitability ratio can be raised smoothly. It directly
or indirectly leads in uplifting goodwill in the open market place which is a positive mark for the
business. Democratic leadership style is adopted by leaders in which employees ideas are
involved in the decision making process. By doing so employees problem can be solved easily.
Function of manager:
In order to resolve the issues of conflict in Mark and Spencer manger plays a crucial role
in it. They keep eye on the working environment so that any kind of conflict can be solved in the
initial stage and business activities does not get hampered. They listen to all the quarrier's of the
staff members weather it is big or small and try to provide common solution without any
discrimination. Strong tactics are framed by top level management regarding conflict in order to
retain capable and skill employee over the years (Gibson and Parkman, 2018) .Timely meeting
and various sessions are conducted by M&S management for employees in order to understand
their view and to come with common solution for the problem prevailing in the open market
place.
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P3: Apply different theories and models of approach, including situational leadership, systems
leadership and contingency.
Various approaches and models of leadership are available which can be used by an
M&S according to the prevailing situations. Some of these these theories or models are defining
below:
Situational leadership theory : This is a most effective leadership style which is mainly
concern for encouraging the leaders to adopt that leadership style which is best fit to their goals
and situations (Reid and Sanders, 2019). This leadership is not work on the basis of leaders
skills and knowledge instead it depend the ability of them to change the style of management as
per their requirements. It is essential for a leader that they must have perception to understand
that which management style is most perfect for them and what leadership strategies will provide
them huge benefits to them. This theory has some advantage and disadvantages like it will
bring huge flexibility and create comfortable environment within the organisation but on the
other hand, it also focus on immediate needs of the business rather than the long term needs and
other it also create confusions within the organisation.
In this style, six styles are comprising which are as follow:
 Telling leaders: Telling leaders also considered as autocratic leader as it is also impose
some direction or guidelines to their employees without taking their suggestions and
ideas in decision-making
 Selling leaders: This style focus on considering the ideas and suggestion of employees in
decision-making by communicating them in a proper manner so that the issues can be
solved and better decisions can be made.
 Participating leaders: This leadership style is mainly concern for involving the
employees in decision-making process so that they can give innovative ideas so that
competitive advantage in the market can be attained easily.
 Delegating leaders: In this, leader will delegate their roles and responsibility to their
subordinates in an effective manner in order to perform all the task significantly (Steiss,
2019).

Systematic leadership approach : This leadership approach is mainly focusses towards
developing appropriate and systematic process of work in order to motivates the employees to do
their best efforts so that accomplishment of given task can be assured in an effective manner.
With the help of this approach leader of M&S can easily analysis performance of each individual
and their working procedures which enables them to attain their business goals in an appropriate
manner by adopting an effective system (Gore, 2018). The main advantage of this approach is
that it will enhance adaptability of environmental changes as it not only consider individual goal
but it focus on achieving overall goals of the business. But it has some disadvantage also like it
is not necessary that it will also remain practical and it can also lead delay in decision-making.
Contingency leadership theory : This theory is use by an organisation only when the
leaders feel that this is best suited to their situation. It is applied on that case when the managers
and leaders both realise that there is no requirement to implement a leadership approach on
regular basis. Leadership needs to be implied only when there is requirement to cope up a
specific situation. The main significance of this theory i.e. it is dynamic in nature which can
change as per the situation. But it is considered as a complex approach as when its come to apply
it practically it becomes more difficult.
LO 3
P4) Discuss the key approaches to operations and management and the role of that leaders and
managers play.
Operation management is described as administration of business practices to make
highest level of efficiency possible within a firm. On the other hand operation management is
associated with transforming material and labor into product and services in productive way in
order to generate huge revenue. Below are various approaches of operational management which
are discussed below:
TQM: This stands for total quality management and is a management approach adopted
by firm to flourish in the international market. By using total quality management in the working
premises co-workers are motivated to improve their reduced efficiency in the work so as to gain
productive results. However, Mark and Spencer implement TQM so that overall workforce
2

efficiency of the employees can be raised and customers expectation can be meet accordingly.
By this loyal client can be build for longer time duration in open market place. Additionally, total
quality management approach showcase both priorities of internal environment and standards of
the industry are essential forces which come into place (Ivanov and Schönberger, 2017). In an
organization while executing total quality management approaches in the working premises the
role of leaders and manager is significant as they identify ways to improve reduce efficient of
employees at work place. Along with this distinguish ways are discovered to motivate
employees so that their downfall efficiency can be raised again. Examples: M&S by adopting
TQM will be able to serve quality goods and services because it mainly focus on improvement of
quality of products. By this loyal customers can be build over the years.
Lean principles: In cut throat competitive world this another approach of operational
management which assist in minimization of wastage that the time of producing goods and
services in manufacturing system to raise overall productivity ratio. In order to raise the
workforce efficiency of the customers staff members are continuously motivated as well as
incentives and perks are render to them for their best performance (Grant and Wong, 2017).
Staff members in Mark and Spencer are trained timely regarding using the resources at it's
optimum level. However, as value is raised wastes is completely removed from the production
process and firm render error free goods and services in effective manner. Leaders and
management can eliminate mistake by using Lean principles in product and services to deliver
right value. Examples: M&S uses lean principles in order to reduce wastage which is caused at
the time of producing goods and services. By this resources can be used at a optimum level and
production cost can be reduced. It helps to sale the goods at nominal price.
Six sigma: It is a data driven approach in order to bring upliftment in production and
production process by reducing defects in effective manner. Six Sigma is based on quality
management fundamentals which is based on Motorola. This directly or indirectly assist in
measuring data set which is accumulated in the process as it represents standards deviation.
Organization by reducing errors in huge level company is able to give error free goods and
services to the customer base in positive way (Hugos, 2018). Six sigma and another related
forces highlight number of errors in million as per opportunities. In regards of Mark and Spencer
by following six sigma approach business administration is able to reduce wastages at huge level
so that best product and services can be offered to the end users in intense competitive world.
3

Examples: By following Six sigma in the working premises of M&S they will be able to reduce
the level of defective products. By this emerging needs of the customers can be meet easily and
high quality products can be offered to them. By this set goals and objectives can be meet easily.
By adopting TQM in the working premises Mark and Spencer is able to improve their
overall workforce efficiency. By this tough bench mark can be created for others which is a
positive mark for the business. By implementing this techniques quality goods and services can
be served to the customers and their emerging needs of customers can be full-filled easily. It
leads in achieving set goals and objectives easily. TQM directly or indirectly raises workforce
efficiency of the staff members.
P5) Discuss the value of operations managements in attaining business objectives
Operational management is associated with designing and controlling the process of
production and redesigning business operation activity in the working premises. Here,
conversation of material and labor is done into goods and services so as to maximize profit in a
firm.
Product quality: In open market place by providing high quality product to the
customers they can be bind for longer time duration in cut throat competitive world. Mark and
Spencer need to add value to their existing goods so that more customer base can be raised for
products in the market. By serving best quality product to the customers competitive advantages
can be gained against rivalry which is a positive mark for the company.
Consumer satisfaction: In dynamic environment consumers can be made satisfied by
offering them products which are fulling their needs and demands. Mark and Spencer scan the
environment to better understand the customers preferences in the global market. Organization
come up with innovative idea and add value to their product in order to bind clients for longer
time duration as well as to generate huge profits from the consumers.
Increase in revenue: Firm can raise the sales ratio by adding value to their existing
goods in the market. Through this huge revenue can be generated easily as product are satisfying
the consumers needs and wants as compete to rivalry. The gathered profit can be used for growth
and development in the up-coming years (Gibson and Parkman, 2018).
Importance of operation management
Operation management helps organization to gain competitive advantages in cut throat
world. By successful implementing this in the working premises overall productivity can be
4

raised which is positive mark for the company. However, operational management is associated
with designing and controlling the process of production and redesigning business operation
activity in the working premises. This aid firm to survive and sustain in the intense competitive
world for longer time duration which is a positive mark for he business.
LO 4
P6) Assess the factors within business environment which influence upon operational
management
There are various internal and external factors that exist in the business environment
which affect the operational management of the business. These factors need to be identified so
that the company can remain competitive in the market which will help the company in
providing the customers with goods and services as per their requirement. Some of the internal
and external factors that affect Marks and Spencer are listed below:
Internal factors:
 CSR: Corporate social responsibility is plays vital role in managing the business
successful in cut throat competitive world. It is essential to follow corporate social
responsibility in open market market so that tough bench mark can be created for
others in open market place. Employees should be motivated to from corporate
social responsibility so that goodwill can be raised in the eyes of the customers
(Wensveen, 2018).Management boost their staff members to be part of this in
order to raise their market value in the eyes of the customers over the years. By
not following corporate social respondents more raised. It influence their
operational management as firm need to look after corporate social responsibility.
Management need to motivate their teammates to be a part of CSR in order to
survive and sustain for longer time period.
 Value : It is essential to follow value so that productive results can be attained in
intense competitive world. Employees of the Mark and Spencer assure that their
employees follow values in the premises in order to perform the task effectively.
By following the value of the firm all the business activities can be performed
easily and market value can be raised accordingly. Violation of value gradually
decreases the market share in the global market which directly or indirectly raises
5

the switching ratio of loyal customers towards other brand in order to satisfy their
needs and want. Values off the administration timely motivates both employer
and employees to work hard day and night to flourish in the international market
(Harrison and Lock, 2017). Value affect the operational management of the firm
as the environment is becoming dynamic and trendy. In order to cope up with
them the old and traditional values of the firm need to be changed so as to attain
productive results. The modification in the values are influencing the operation
management gradually for which management is framing tactics to overcome
them.
 Sustainability: It relates to the ability to exist constantly for a longer period of
time. In terms of business it means that the company has the ability to sustain in
the market regardless of the amount of competition it has to face in the market.
Marks and Spencer follows this principle so that it can sustain in the market over
the years by bringing innovation in its products so that the dynamic needs of
customers can be met which can help it in dealing with the competitors in the
market.
 Organisational culture: These are the shared beliefs, values and assumptions of
all the people working in the company and affects the way in which activities are
done to accomplish goals of the company. Marks and Spencer has a customer
driven culture which means that customer satisfaction is the main priority of the
company which means that the people of the company builds strong relations with
the customers.
External factors:
 Political: These are the governmental rules and regulations that exist in the country and
affects the functions of business like trade tariffs, tax regimes etc. UK is politically stable
which means that Marks and Spencer do not have to regularly change its policies and
strategies which affects the operations of the business.
 Economic: These are the economic conditions prevailing in country economy like
unemployment rate, GDP etc. UK is economically strong with the people having high
standard of living which helps Marks and Spencer to offer its products at high quality and
6

high range. It means that the operations of the company must result in the production of
high quality clothing.
 Social: These are determined by the people of country demographics, education, sex,
class etc. The people of UK are highly fashion conscious which helps Marks and Spencer
in offering variety of high quality clothing to customers. The operations of the company
are to be managed appropriately so that customer specific products can be manufactured
which will help in achieving customer satisfaction.
 Technological: These are related to technological advancement that exist in country and
the amount of R&D that exist in the country. UK is a technologically advanced nation
which is useful for Marks and Spencer as the company can use highly advanced
technology to produce high quality clothing for its customers thereby reducing its costs.
CONCLUSION
From the above discussion it can be concluded that in order to compete with competitors
in the open market place it is very essential to have smoothly management and operation in an
organization. Difference between mangers and leaders are studied so that their roles and
characteristics can be better understood. Distinguish theories are studied so that the most suitable
theory can be executed in the working premises for productive outcomes in cut throat
competitive world. Numerous factors which influence operational management and their
decision making process are identified in order to make necessary improvements in the up-
coming years. The importance and value of operations management in meeting firm's aims and
objectives is studied in order to frame strong tactics to accomplish them. By this competitive
advantages can be gained against rivalry which is a positive mark for the business in neck to
neck competitive world. Total quality management, six sigma and lean approach is studied so
that in order to raise knowledge regarding role of leader and manger in this approaches. By
effectively examining this in the working place necessary improvements can be done
accordingly in order to create tough challenges for others in cut throat competitive world.
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