Leadership and Management Strategies for M&S Operations Report

This report provides a comprehensive analysis of leadership and management practices within Marks & Spencer (M&S). It begins by outlining the roles and characteristics of leaders and managers, including decision-making, strategic thinking, image building, team building, and the functions of a manager. The report then explores the application of these roles in various situations, such as handling competition, addressing ineffective strategies, adapting to changing technologies, and dealing with rejections, emphasizing the importance of situational and contingency approaches. Furthermore, the report delves into different leadership theories and models, including the situational approach, Fiedler's Contingency theory, and Hersey-Blanchard's situational theory, along with the system approach to leadership and contingency approach. It concludes by highlighting the significance of operational management in achieving business objectives and the factors impacting operational management and decision-making processes within the organization. The report provides a detailed understanding of the operational management, leadership styles, and decision-making processes within Marks & Spencer.

MANAGEMENT AND
OPERATION

Table of Contents
MANAGEMENT AND OPERATION ..........................................................................................1
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Role and characteristics of leader and manager ....................................................................3
P2 Application of role of a leader and function of manager in different situations....................5
P3 Theories and model of approaches........................................................................................6
TASK 2............................................................................................................................................8
P4 Key approaches to operation management and role of leader and manger in the
organisation.................................................................................................................................8
P5 Importance of operational management in achieving the objective of the business............10
P6 Factors that have impact over the operational management and decision making..............11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Operation management is the important task for the company. It enables the company to
work in any kind of situation or business environment with more efficiency and accuracy.
Operation management defines how to manage the operation of the company and to put best
effort to the task that is assigned (Ageron, Gunasekaran and Spalanzani, 2012). Operation
management administers the practices that are followed in the business to provide high level
efficiency to the work. Operation management is the process for conversion of material and
labour to the goods and services to increase the profitability of the company. It helps the
organisation to establish balance between revenue and expenditure.
TASK 1
P1 Role and characteristics of leader and manager
Following are the roles that leader of M & S Ltd plays in the organisation-
1. Decision maker:
Leader is the one who take all the decision that are required for the smooth working. Leader is
the one who has the quality to take decision because leader has good skill to command the team
and leader is the one who has more intellectual skills than other team member (Alderton and
Saieva, 2013). Marks and Spencer leaders have a quality to take appropriate decision through
which they can make their business running smooth. As by this, they can deal with every
situation in an appropriate manner.
2. Thinker:
Leader has the quality of thinking new innovative ideas. It is the duty of the leader to think on
every aspect of the business and after consider all the points take the decision on the situation
that arise in the company. M&S leaders are always think something new and innovative through
which they can gain maximum market share. Moreover, their thinking criteria for taking decision
unfavourable situation also maximise.
3. Image builder:
Integrity and professionalism are the key factor that build the image of the organisation in the
public. These factors help the organisation in to achieve the support of the employee. Marks and
Spencer company leaders actively participate in all operations of business which enable them in
creating a different image of their organisation in front of others.

4. Team Builder:
Leader is the supreme authority who has intellectual power and high level skills. Leader can
build the strong relationship among the team member. Leaders of reference company play an
effective role in making a team. Hence, for this they organise some activities which aid them in
making a interaction between all employees of a company.
Following are the role and function of the manager-
1. Figurehead role of manager:
Manager is the head of strategic business unit of an organisation and performs many duties in the
organisation as welcoming official visitor, signing of legal documents.
2. Liaison role of manager:
Manager plays role of liaison as establish coordination among the various sector of the
organisation. Manager also interacts with manager of other organisation.
3. Disseminator role of manager:
Manager collects various information from various sources and advertise such information and
passes some of the information to the top management and to the subordinates (Ashby, Leat and
Hudson-Smith, 2012).
4. Disturbance handler role of manager:
Manager responds to the problems that are arise in the organisation as disturbance handler.
Problem may be as strike, bankruptcy.
Following are the key characteristics of a good leader and a manager-
1. Focus:
Leader and manager focus on the task that are assigned. Manager focuses on the objective and
goal of the organisation and leader focuses on specific task that is assigned to the team.
2. Good communicator:
Effective communication have great impact on the mind of subordinates. Manager interacts with
the public in programmes and seminar so effective communication attracts the people toward
their organisation (Barton and Court, 2012).
3. Self confidence and will power:
Confidence is the power that attracts the people toward the organisation and provide satisfaction
to the mind of the customer. Willing power helps in to deal at every situation that arise in the
business.

4. Innovation:
It is the duty of the manager to hire intellectual candidates in the organisation so that innovative
ideas can be achieved from them. Leader and manager make new innovation in the business
which result in the growth of the business.
5. Personableness:
Personableness is the characteristics that focuses on the genuine things and the genuine
connection with the people. It does not make a leader to the great leader but it makes the leader
to the respected leader.
6. Generosity:
Generosity makes the team and the organisation more successful because when leader and
manger deals with the client or their subordinates then it is important to deal with kindness
(Blome and Schoenherr, 2011).
P2 Application of role of a leader and function of manager in different situations
Situation is uncertain, that nobody is aware of the future events. Organisation must
consider all the situation that may arise in the future and have impact on the business of the
company. Situational theory is also known as contingency theory. Contingency means the future
uncertain event that may happen and affect the business of the company. So business must
consider all the situation of future that may affect the business of the company while taking
decision by the top management and the manager (Hristov and et. al., 2013).
Leader and manager perform their task in different situation that arise in the business.
When adverse situation arise in the business that have negative impact on the business then
manager and leader take a move as per the current situation. The manager of M&S Ltd considers
all the business aspects that may affect their growth and have all the measures to settle their
issues.
Following are the factors that may affect the business of the company in future-
1. Internal factor:
 Nature of the employee.
 Values of the employee.
 Communication level.
2. External factor:

 Economy.
 Finance.
 Weather.
 Infrastructure.
 Laws.
 Trends.
 Customer Base.
There are few situation in which manager and leader perform their duties-
1. Competitor pissing you off-
Business is affected by the competitor. It is good character of the business to beat the
competition that is in the market (Ramasamy and et. al., 2014). For beating the competition it is
required to have good strategy behind so that organisation remain in force at any situation.
Manager and leader play very important role in the organisation to face this issue because they
have proper strategy and planning to settle the issues that arise due to competition. Marks and
Spencer leaders and managers support in formulating appropriate strategies through which they
can beat their rivalries which are present in competitive market. As they are in direct contact
with daily routine operations of business and for this management have to consider their
information as a base. This is a major duty which perform by leader and managers of business.
2. Idea is not working out-
Manager and leader play important role when ideas and strategies that are formed by them is not
working in positive manner. They have solution to settle all the issues and have backup plans to
settle this issue. M&S leaders and managers deal with employees on regular basis along with this
they also support in formulating action plan. But their duty is not stopped yet there but continue
with identification that all things are running and implementing properly or not.
3. Boss is Old fashioned-
It is required to have updated with all the technologies that are formed and followed by the
market. If amendment won't be adopted by the business than it may have negative impact on the
business of the company. Boss are consider as old fashioned and in today world, if employees
and associates have any problem then they have to deal them first with leaders and managers.
They have a right to take appropriate decision on their own basis. M&S leaders play an effective
role in resolving all issues which faced by their employees.

4. Got rejected-
Rejection is the key element that business may face at any time or at any stage of the business.
When business got rejected than it is the duty of the manager and leader to take active action at
this situation (Rani and Moreir, 2010). Another major duty which is concerned with difficult
time of a company is to take appropriate decision which is beneficial for long term. Many of the
time it get measure that, decision do not provide adequate outcome, hence for such time, leaders
and managers have to take active participation and get rid from such situations. This is a duty of
Marks and Spencer leaders and managers.
P3 Theories and model of approaches
Following are the different theories and approaches to leadership-
1. Situational Approach:
Situational theory defines the different situations that may affect the business of the company in
future. Organisation must consider all the situation that may have impact on the business.
Situational theory is also known as contingency theory. Contingency means the future
uncertainty that have impact over the business. Marks and Spencer company leaders and
managers play an effective role at the time of uncertainty and situation which is not in control.
This lead to increase their experience as well as become able to take a way for any situation
which is uncertain. Thus, this lead to increase efficiency of business which is consider as major
thing in generating more and more profit. Leaders can use either of the theory which is
associated with this approach through which an adequate decision can be carried down.
Styles of situational leadership-
The style that is used by the leader is based upon the combination of directive behaviour and
supportive behaviour. Directive behaviour is an order and supportive behaviour provides
support.
There are two types of maturity in situational theory i.e. task maturity and psychological
maturity. Task maturity is to perform the task and psychological maturity is willingness to
perform a task (Singhal and Singhal, 2012).
Following are the theories of situational approach:
 Fiedler's Contingency theory-
There are few element that dictate situational control:
→ Task structure- Task structure raise many situations to the business.

→ Leader/member relationship- This is the support that leader gets from their subordinates. In
favourable relationship, leader has more authority as to give reward and punishment to the
employees as comparison to unfavourable relationship.
 Hersey-Blanchard's situational theory-
There are four leadership behaviour that are used as follows.
→ Telling- in this, leader determines high directive behaviour and low supportive behaviour.
→ Selling- leader determines high directive behaviour and high supportive behaviour.
→ Participating- leader determines low directive and high supportive behaviour.
→ Delegating- leader determines low directive and low supportive behaviour.
2. System approach to leadership:
System approach covers three aspect i.e. input, process, output. Components are also part of
system approach. System approach follows a systematic way that it first to use input and after
that process gets start and at last final output is achieved (Slack, Chambers and Johnston, 2010).
 Inputs are people, skills and technological knowledge are input from external
environment.
 Transformational process is to put the available resources in the process. At this stage,
management focuses on finance, marketing and production etc.
 Output is put inputs into transformational process to achieve output. Output helps in to
achieve the targeted result. Outputs may be product, service, satisfaction and integration
of goal.
3. Contingency approach:
Contingency is happening of uncertain event that have impact over the business. Management
effectiveness depends upon application of behaviour that is also contingency. Majorly
contingency occur due to weather conditions like Tsunami etc. Leaders and managers once face
such situation then they become able to deal and take appropriate decision which is associated
with these uncertain future risk. By these, paths get affected and transfer of goods get affected.
Managers and leaders of a company of Marks and Spencer use appropriate scheme for dealing
with these facts and problems.
This theory approaches situation favourably by-
 Leader and member relations- it specifies the relationship between leader or manger with
their subordinates. It evolves whether the relationship is strong or weak.

 Position power- the powers of the manager and leader to the task. Nature of the manger
toward their subordinates is of rewarding or punishment.
 Task Structure- Comparison of task with the standard that is set for the given task. There
are few task that are easy to structure and assess (Talk, 2016).
TASK 2
P4 Key approaches to operation management and role of leader and manger in the organisation
Following are the key approaches of operational management that are followed by the M & S
Ltd.:-
1. Decision theory approach-
Decision theory approach is followed for decision making. Manager is the one who is decision
maker and have skills to solve the problem. The level of member of organisation is based on the
importance of the decision that they take. This approach provides various tool for making
effective decision (Slack, Chambers and Johnston, 2010). Decision theory deals with the
resulting perception for improvement of reaction of individual to the group. This approach does
not consider overall view of the management.
2. Social system approach-
Organisation is the group of individuals and individuals have different different culture. It is
required to establish relationship among internal environmental factors and external
environmental factors. Co-operation among various sectors of society is also necessary for the
achievement of the objective and goal of the organisation. It has main focus to provide
satisfaction to the demand of the society.
3. Production scheduling approach:
Production scheduling approach considers the process of production to achieve the result. It
covers the steps that are required to complete the procedure of the production process. Factors
that may affect the production process is required to consider to initiate the activity of production
as the use of available resources (Tangpong, 2011). This approach also estimates the time period
required to complete the task. This approach considers three factors of time i.e. starting time of
the production, closing time i.e. when the production process closed and idle time in production.
4. Human behaviour approach:

Human behaviour approach considers the fact that the nature or the behaviour of the manger and
leader to their subordinates like manager give reward or punishment to the mistakes of the
subordinates. This approach makes great impact on the performance of the company over a
period of time (Talk, 2016). This theory consider the humanity nature of the employer toward
their employee. Employees can be retailed for long run in the company only when employer
treats their employee in humanity. It is also very important to have equal treatment with all the
employee and no discrimination be on the basis of caste, creed and colour.
Role of the manager and leader in the organisation-
1. Management of resources:
Leader and manager both are responsible to manage the available resources in best way and to
ensure that resources is available in the company for the production or manufacture of product so
that target can be achieved as soon as possible.
2. Financial management:
Finance is the main task for the company. Whenever the company needs fund then it is the duty
of the finance manager to make them available. Financial management is the important task for
the organisation because it provide more liquidity to the business.
3. Communicate information:
It is the main duty of the Manager and leader to communicate all the information to the
subordinate and to the employee that is received from the top management. Lower level
employee and middle level employee do not contact to the top management directly, the
information that are directed from top management passes through leader and manager.
4. Decision maker:
Leader and manager have the authority to take decision on behalf of their subordinates. It is
required to consider the opinion of the team member while taking any decision.
5. Goal Setting:
Manager sets goal and objective for the organisation and form plan and policies for the
achievement of such objective. Leader determines objective for the team and form policies for
the achievement of the goal set for the team (Storbacka, 2011).
One of a best operational management approach is total quality management, continuous
improvement etc. All these are helpful in managing the quality of products which deliver to users

and aid in increasing profitability and revenue of business. Both methods are helpful for M&S in
relation with their managing quality.
P5 Importance of operational management in achieving the objective of the business
M & S Ltd has opted successful operation management techniques which enables the
organisation to achieve the task. Operation management is important to consider for the effective
management. It provides efficiency to perform any task and work. It involves various steps that
enables the management to be more efficient and effective that is overseeing and checking,
controlling and designing.
Following are the importance of operational management:
1. To improve productivity-
Operational management helps in to achieve the target and to improve the productivity of the
company. Operation management provides better solution to the problem that are faced by the
business so that growth of the business can be made.
2. To meet customer's competitive priorities-
Customers are very important to the business. Business runs to meet the demand of the customer
and provide satisfaction to their customer. When a business do not satisfy the needs and wants of
the customer then it can't run in long run and can not be grow in future. Operation management
enables the business to meet customer's competitive priorities ((Rani and Moreir, 2010).
3. Minimize the level of Risk-
Operational management provides many factors to reduce the level of the risk. Operational
management consists of the techniques and specific steps to complete the task as planning,
organising, directing and controlling.
4. Completion of task on time:
Operational management helps the organisation to complete the task on time. It provides many
measures to complete the assigned task so that task can be completed on time and the available
resources help the organisation to perform the task with more efficiency.
5. To achieve objective:
Operational management helps the organisation to achieve the task and administer the business
practice and create high level of efficiency in the work. There are many measure available that
help in to achieve the objective. Human resources that are available helps the organisation in to
complete the task and provide efficiency to the work (Talk, 2016).

P6 Factors that have impact over the operational management and decision making
There are two factors that have impact over the operational management and decision making:
1. Internal environmental factors- internal factors are those factors which are within the
boundary of the organisation.
2. External environmental factors- are those factors that are outside the business and affect
the business. External factor is sub divided into two parts as General environment and
Task environment.
Following are the internal factors that have impact over the operational management and
decision making-
1. Owner:
Owner are those person who have right over the business and can easily influence the business.
Owner is the person who invested in the company and secure ownership right by purchasing the
shares of the company. Owner can be individual or group of person. They have power to make
changes in the business of the company by conducting general meeting (Tangpong, 2011).
2. Employees:
Employees are the most important part of the business and they can affect the performance of the
business and without them business can not grow in future. Employees have the power to make
alteration in the business.
3. Board of directors:
Board of directors are elected by the members of the company or by the existing director of the
company. If board of director do not perform their task within time then they may be removed by
the member of the company buy passing resolution. Director are the supreme executive
authority, collectively known as board of director.
4. Culture:
Culture is the behaviour of the person and it is differ from person to person. It is important to
manage the employees who are from different different culture so that conflicts can not arise in
future (Singhal and Singhal, 2012).
Following are the external factors that have impact over the operational management and
decision making-
1. General environment factor-
 Political legal Dimension: