Detailed Report: Operation Management, Leadership, and Strategies

This report provides an in-depth analysis of the operation management practices at Marks & Spencer. It explores the roles of leaders and managers in various situational contexts, highlighting how their responsibilities and decision-making processes change based on the situation. The report examines different leadership theories and models applied within the company, such as situational leadership, system leadership, and contingency leadership. Furthermore, it details key approaches to operation management, including the six sigma approach, just-in-time techniques, and total quality management, demonstrating how these are utilized to enhance efficiency and quality. The report also emphasizes the importance of operation management in achieving business objectives and evaluates the impact of factors within the business environment on operational strategies, offering a comprehensive overview of Marks & Spencer's operational framework.

Management and Operations

Table of Contents
INTRODUCTION.................................................................................................................................3
LO2.......................................................................................................................................................3
P2. Examples of role of leader and function of manager...................................................................3
P3. Theories and model.....................................................................................................................5
P4. Key approaches of operation management..................................................................................6
P 5 Importance and Value of Operation Management in Achieving Business Objective...................7
P 6 Factors Within Business Environment that Impact Upon Operational Management...................9
CONCLUSION...................................................................................................................................10
REFERENCES....................................................................................................................................11

INTRODUCTION
Operation management is an area of management cover all different areas involve in
company’s operations. This report is based on the case study of Marks and Spencer Company
in respect to its operation management approaches. Marks and Spencer Company is a retail
sector based organisation initiated its business operations in the year 1884. Michael Marks
and Thomas Spencer are the two founder of the company. Company has been engaged in
selling high quality food products, home products and clothing range to all its customers.
Company has its stores at approximately 14000 locations across the globe. This report would
cover all different areas associated with operation management function. Henceforth, report
would emphasis on how the role of leader and function of manager changes in different
situational context. Application of different leadership theories will also project in this report.
Key approaches use to channelizes operation management would also assess in this report.
The presentation would also signify the importance and value of operation management for
the business organisation in achieving all its objectives. Furthermore, report would also
evaluate different factors part of business environment influence the operation management
approaches and technique of company.
LO2
P2. Examples of role of leader and function of manager
Role of leader and function of manager changes in different situational context. Both
the designates take decisions and involve in different situation on the basis of the position and
powers they hold. Individual characteristics also influence the involvement of both leader and
manager in different situational context.
Solving issues in company
Marks and Spencer Company has been engaged in many issues at the internal level
and external level of organisation. Every time any issue arises in the company management
took the serious involvement in such issues. Management take personal interest in respect to
solve such issue (Haghshenas and Falaghi, 2016). Company has its own process to deal with
any issue arises in company. Manager in company follow such predetermined process to deal
with the issues of company. Proper committee is drafted to overlook such issue in detailed
manner. Manager to follow the set process to deal with such issue. As long as personal
involvement of managers in the issue solving they never involve at personal level in dealing

with ay issue at organisation. They follow the set process which also sometimes takes some
extra time to solve the issue of company.
Leaders in Marks and Spencer Company follow the set process of dealing with issue
as per the guidelines and norms of company. Along with following the set norms leaders also
involve at personal level in dealing with the issue. Many cases like employee strike and other
issues have been solved in company even in less time due to personal involvement of leaders
in issue solving. As the leaders carry strong relationship with management and employees
which support both stakeholders in solving issue in interest of both the stakeholder. Personal
involvement of leaders create trust in employees also which also improve the work culture at
organisation.
Change management
Change management is another critical aspect involve in the operation management
process. On the basis of the existing and future need of organisation managers introduce
change in organisation. Managers in company introduce only such changes that are extremely
needed for the company. Managers do not take any risk in change management process.
Change management is an important practice company undertake so that growth
opportunities of company can be extended at different level (Rodríguez-Alarcón and Lozano,
2017). Approach of managers towards change management function is only extended to the
introduction stage in the larger context managers in company do not get involve in
implementing change management in company. They would take the information in relation
to changes company is implementing under change management role. At the end of the
process managers play role n introducing all different changes company has implemented in
front of all the stakeholders of company.
Leaders in Marks and Spencer Company play huge role in implementing change
management operation in company. On the basis of the needs and requirements of
organisation in present and future context leaders introduce all different changes that can
benefit to the company. Leaders also do not feel hesitate to take risk while introducing
changes in company (Xu, Li and Chen, 2017). Leaders also involve in implementation
process of change management. Marks and Spencer Company has implemented many
changes like technological advancement and many other in which leaders of company has
taken part in every single stage involve in change management process.

The above mentioned are the specific examples of how different the role of leader and
function of manager in company. Both the designated individuals require to take a part in
different areas of company on the basis of the power they hold and interest they carry in such
actions of company.
P3. Theories and model
Leadership and management in Marks and Spencer Company follow the guidance of
different theories that can be projected in the following points.
Situation leadership: Situation leadership is all about taking the best decision in company as
a leader on the basis of the practical situation of organisation. This is an important leadership
approach that guides leaders in company to make the best decision based on the practical
situation and reality of organisation. Situation leadership do not stick to some leadership
areas hence it covers all areas of leadership and guides leaders in Marks and Spencer
Company to make the perfect decision for the company based on the situation analysis and
awareness technique. Situation leadership is among the traditional leadership style leaders
follow in companies to meet all their different roles and responsibilities in organisation (Van
Dongen, Frunt and Martinetti, 2019). Big multinational companies like Marks and Spencer
where situations changes very constantly these type of leadership approaches that can support
the best level of operational efficiencies for the company. Especially in a situation like any
issue of company with employees and other stakeholder’s part of the business situation
leadership style guides the best decision making to the leaders in Marks and Spencer
Company. Management in company also take proper guidance of situation leadership to
handle many practical and spontaneous situations occurs in company.
System leadership: System leadership is another key leadership approach associated with
the company. System leadership give emphasis over establishing a system in company that
can support all different operation areas involved in the organisation hierarchy of company.
In big companies like Marks and Spencer entire operations of company are segregated into
multiple department and multiple functional areas. On the basis of nature of operation each
functional area is assigned to individual department in company (Heidar and et.al., 2019).
System leadership has guided Marks and Spencer to establish a proper system in company
that can support the proper management of all different functional area of company. With the
guidance of system leadership has established various departments like marketing, sales,
operation, logistic, public relation and many other functional department that can cover all

different functional areas of company. System leadership is a traditional leadership approach
associated with the company. Marks and Spencer Company was established in the year 1884
and from that time also company has been engaged with this leadership style. This leadership
style has guided Marks and Spencer Company in such a way that all operational areas of
company have been managed in the professional manner.
Contingency leadership:
Contingency leadership is another key leadership practice use in Marks and Spencer
Company. Many times organisation need to face some contingent issues like economic crisis,
pandemic and many other contingent issues. Contingency leadership style guides company to
deal with such contingency situations in the best way possible so that company can take
competitive advantages against such situations. This leadership style has guided management
and company in many contingent situations in past like BREXIT, terror attack, economic
crisis happened in United Kingdom so that company could make effective decision making in
favour of the organisation. In recent time world is facing the COVID 19 pandemic which has
also created economic crisis at a global level (Han and Lee, 2017). Contingency leadership
has guided management to reduce the prices of products, give discounts to customers so that
competitive boost can be taken even in crisis situation. Company has also focused over e-
commerce segment to expand the sales in COVID 19 crisis. All these strategies company has
implemented have supported the Marks and Spencer in taking the competitive advantages all
across the globe.
The above mentioned leadership approaches are the primary approaches management
and leaders in Marks and Spencer Company follow to meet the requirements related to the
designated position role in company.
P4. Key approaches of operation management
Operation management is all about managing all different functional areas associated
with the operations in company. Marks and Spencer Company follow different approaches
like six sigma approach, just in time approach and approaches like total quality management.
On the basis of the nature of operations different approaches related to operation management
are applied in company.
Six sigma approach: Six sigma is a crucial operation management approach used in Marks
and Spencer. This approach involves techniques like DMAIC, DMADV, Five Whys, CTQ

tree and root cause analysis. All these techniques allow company to manage its different
operational areas of company (LARSON and GRAY, 2018). On the basis of nature of
operation and needs and requirements of project techniques are choose in this approach of
operation management. Company select such technique involve in six sigma approach that
can best suits for the aims and objectives of the project.
Just in time approach: In the logistic department Marks and Spencer usage the just in time
approach so that extra blockage of stock could overcome. This technique is an important
operation management technique which ensures the proper availability of all products in all
stores of Marks and Spencer Company across the globe. In this approach company
channelizes just in case strategy so that all contingency situations can also meet. In recent
time entire world has faced the COVID 19 crisis which also leads to complete lockdown at a
global level. Supplies of products were completely stopped in the COVID situation (Aoki and
Katayama, 2017). This technique has guided company in such a pandemic situation by
ensuring properly availability of all products in all stores of Marks and Spencer Company at a
global level. Just in time approach is a strategic technique use by company to achieve the best
level of operational efficiencies in organisation.
Total quality management: Total quality management is among the key approach for
operation management use in Marks and Spencer Company. To ensure the proper quality in
operation this technique is use in company. Total quality management is assessed as the
customer focused approach of operation management. In this technique on the basis of the
expectation of target customer base of company all operations are assessed and analysed
(Shidaganti and Prakash, 2017). Quality of each functional area is assessed in this process on
the basis of the expectations of potential customers of company. Marks and Spencer
Company is utilising this technique from many years as it allows the organisation to deliver
the best quality of operations.
The above mentioned approaches are the different techniques used in Marks and
Spencer Company so that high level of work efficiencies and proficiencies can be achieved
by company.
P 5 Importance and Value of Operation Management in Achieving Business Objective
It is very important in the business to take the right decision to achieve the business
objective, the decision need to be right so that there is better functioning for themselves,
which also help in better portfolio for themselves. It required a lot of the skills and

knowledge to get the right decision and increase the decision making which has to be
presented in the organization which create a lot of productivity and have a better productivity
in the organization and the business (Takagi and Tamura,2019).
 Objectives
There are a lot of decision and objectives of the organization which need to be completed
and the company work for that only. But it required a lot of skills and knowledge to get the
best out of the business for them. For the company to achieve the goals and objective they
require a great manager and a leader so that they can create a base value and an effective
functioning. Manager focus in the time to time achievement of the objective as it’s important
to check the growth of the company and its situation. Objective need to be completed so that
the company can manage the other goals of the company and think for future purpose in
expanding and other results. Marks and Spencer are already focused in the best management
to its objective(Bosua,2016).
 Productivity
Productivity is very important in working internationally and it is one of the major parts
of the business for the company to increase the productivity and expanding the business at the
best market. Marks and Spencer are working in increasing the productivity and the company
talked to the manager and leader in increasing the best of the management to increase the
productivity as the retailer is a wide network market and it required a lot of productivity to
work in the market. As the retail sector is heaving a lot of competition and is one of the
biggest markets in UK.
 Cost
The decision needs to be in such a context that the organization does not affect the cot of
the business in its product and services. The management has to make the decision for the
benefit & better functioning of the organization which can help in competitive advantage to
the company Marks and Spencer. Company leader have to decide the costing of the business
according, leader need to implement the decision so that the organization can have a great
level of the profitability due to the costing strategies in the business of the Marks and
Spencer. There will be demand and needs of the customer which the company have to meet
for better result and functioning and the cost has to be reasonable.
 Resources

The resources are limited and the decision related to the resources need to be taken on a
very serious note by the Marks and Spencer. Manager and the leader in the organization need
to be good in the resources so that they can have a better functioning of the organization and
can utilise the best of the resources.
 Labour
This is one of the most important decision for the manager and the leaders of the Marks
and Spencer as the labour are the front-line people working for the company in the best way
to help the company in its growth and development. It is done by the workforce of the Marks
and Spencer and for that the manager and the leader need to work together to make the best
use of the labour in the management of the company and the employees will work in the best
way if the manager and leader are focused in the organization.
P 6 Factors Within Business Environment that Impact Upon Operational Management Business Ethics
Business ethics is one of the most important factors in the business which can affect the
operations and the management of the company Marks and Spencer. The business needs to
have the best ethics and positive ethics in the environment of the business they are working
in. Marks and Spencer the retailer brand working in such a huge market of the UK retail
sector need to provide the best ethics in its company to its employee which help the company
in motivation and improve working to get the benefit to the company in its goals.
 Values
Companies have a certain amount of values in the market so that they can have a better
functioning in the market for its business to get the best result by the better performing.
Marks and Spencer have values to get the competitive advantage in the market for the
company. Marks and Spencer need to set a certain value which they need to follow as the
competition in the retail market is so high that the company need to complete the basic value
of the business to give better services to its customer in return for the good sales.
 Corporate social responsibility
The impact of the environment on the Marks and Spencer is not much but still the
company have the measures to maintain the environmental norms. Company have focused on
maintaining all the environment measure fulfilled so that they can work in the market with

better functioning and better performance. Leaders need to have a good command in the
organization on the employees so that they can measure which are taken out by the
management and are being completed or followed in the organization which is good for the
company (Newman and et.al.,2020).
 Culture
The culture of the Marks and Spencer is to provide all the employees in the company feel
equal and give the equal rights so that no one gets de motivated and the company also make
strategies to make the best environment in the business to work for the employee and give the
rewards and gifts in return to the input the employee give in the organization. Which help the
company in getting the goals and objective, Marks and Spencer also provide regular training
and maintain the culture without harming any other culture and maintain the decorum in the
business (Hamilton and Webster,2018).
CONCLUSION
Operation management is a process that covers managing and controls every
functional area part of the organisation hierarchy of company. Leaders and managers guide
company towards the techniques and approaches associated with operation management in
company. Leaders play a personal involvement in dealing with any issue part of the company
where as managers likes to follow the standard process to deal with any issue associated with
company. In other aspects like change management leaders play a very comprehensive role to
implement change management in organisation. Different leadership approaches like system
leadership, contingency leadership and other leadership styles are used in company to
manage and control various functional areas of company. Leadership approaches like just in
time approach, total quality management and other approaches are used to manage operations
of company. Operation management directly support company in achieving all its different
objectives behind the business.

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