Case Study: Operational Working and Decisions at Mark & Spencer

This case study examines the business operations of Mark & Spencer (M&S), a leading global retail enterprise. It begins with an introduction to business operations and their significance, followed by a description of M&S's core functions. The study details the main operational functions, including accounting, finance, production, marketing, sales, and human resources, highlighting their interdependencies and importance. A comprehensive overview of M&S's company profile is provided, including its history, current operations, and financial performance. The analysis then evaluates M&S's operational working, focusing on managerial decisions in human resources, production, supply chain, logistics, quality control, finance, and location strategies. The report emphasizes the impact of automation and technological changes on M&S's operational efficiency, concluding with a summary of the key findings and the importance of effective operational management in the retail sector. The case study provides a valuable insight into how M&S manages its business operations, providing a comprehensive view of various departments, and their functions.

CASE STUDY

Table of Contents
INTRODUCTION ..........................................................................................................................3
What are the main functions of business operations...................................................................3
Description of company..............................................................................................................5
Evaluation operational working of the enterprise.......................................................................5
CONCLUSION................................................................................................................................7

INTRODUCTION
Business operation termed out as firm, concern and other operation with the intention of
earning high amount of profitability (Ajmal, Helo and Kassem, 2017). Henceforth, this
operational functions are termed out as execution of business model. In every business, there are
differ kind of operations can be performed. Operational activities differs as per the nature and
type of business. It is crucial 5to conduct proper planning so that entire working of the entity do
not get affected. In addition to this, the efficiency of the enterprise is highly dependent on
operational efficiencies of enterprise.
The present report is based on business activities of Mark & Spenser. It is British retail
enterprise that is headquartered in Westminster. This is global leading enterprise that engaged in
retail sector.
Furthermore, study has outlined varied operational functions of the enterprise.
Furthermore, this has outlined the discussion on operational management decision that taken
with managerial authorities such as HR, production and supply chain inventories etc.
What are the main functions of business operations.
The operational activities within the enterprise termed out as day to day activities that
needs to be performed in manner which can supports to accomplish business targets ( Butner and
Ho, 2019). Henceforth, the scope and area of operational activities widely depend on nature and
size of the enterprise. Thus, operational department is one of responsible unit of the enterprise as
they needs to produce their activities effectively within making coordination with all other
departmental units. Each activities of operations are dependent on each other. Therefore, business
operations are inclusive of those task and activities that an organisation undertakes to produce
the commodities and services to its customers (Choi, Chan and Yue, 2016). With the use of
efficient operations, the entity can able to reduce the cost and can also improve customer
satisfaction. Operational department needs to conduct the business activities in smooth and
coordinated manner. Henceforth, there are main 6 functions and these are outlined as-:
Accounting- This is defined as one of crucial operational working of the enterprise. Henceforth,
business operations of the entity relates with measuring and summarising business activities in
manner as to collect the data. Under this, each thing needs to be systematically analysed and
interpreted data relate to finance and prepare reports accordingly ( Datta, 2019). This is
department that manages the fund of all other units of organisation. However, they share data

with HR, marketing, sales etc. Thus, working of accounting is totally differed from finance
department.
Finance- The working of the finance department is high advanced than the accounting. They
needs to deal with specific business situation and also take steps towards to undertake effective
decision (Haque, 2017). They perform their business activities is to allocate the resources to
business in terms to carry out varied task and activities. In order to undertake business activities
effectively, they need to undertake proper planning and develop strategies that can assist to
handle working of enterprise systematically. Henceforth, this departments performs the functions
such as to conduct proper budgeting, undertake evaluation of financial performance and prepare
financial statements such as balance sheet and P&L etc.
Production and operations- These both can be termed out as the core function of the enterprise.
Thus, main working of these two department as to convert the raw material and to produce the
product in seamless and integrated manner (Hsu, Chuang and He, 2017). Therefore, they have to
look over the quality consideration and must perform business activities in proficient manner.
Marketing- This can also be defined as one of the significant function of the enterprise. Thus,
main role of these unit is to develop effective plan of action and to identify the particular sources
that assist to promote business activities properly. They need to look over the plan of action to
promote the business product and services in integrated manner. Therefore, the functions of
marketing inclusive of developing marketing plan, advertising etc. Thus, marketing department
also develops better public relations (Korauš, Gombár and Backa, 2019).
Sales- The functional performing of marketings and sales are quite different from each other.
They must set the target of selling commodities and to take effective steps towards to accomplish
it. To accomplish their target successfully, they needs to target the potential customers in market.
Henceforth, they collect data and communicate with marketing department (Tarafdar, Beath and
Ross, 2019).
Human resource department- They are crucial players in the enterprise. Thus, they work as to
frame out the policies that needs to be followed by all other department. Henceforth, their role as
to set the benchmark of working and to conduct each activities within enterprise in streamlined
manner (Tonnison and Tonnison, 2019). Thus, the one of the main function of the HR is to
evaluate the performance of employees and sort out the conflict among them. In addition to this,
the role of HR manager can be inclusive of hiring employees and employers that can invest in

skills and abilities so that overall development of the company can be possible. Thus, department
of the HR is responsible to bring improvement in organisation culture with help of bringing
streamline working activities.
Henceforth, this can be stated that these are the common business operations that are
needed to be performed. Working of each departments are highly dependent on each other. In
addition to this, the operations of all department are interrelated to each other.
Description of company
The present report is based on the business activities of Mark & Spenser. It is global
leading firm that is engaged in retail sector. This is enterprise that is founded by the Michael and
Thomas in year 1884. Currently, this enterprise is operating 959 stores at the worldwide scale.
However, this entity is engaged in product and services of items s grocery, financial services,
clothing and food items etc. This company also use to get listed on London Stock Exchange and
FTSE. In the year, 2019, the operating income of the enterprise was at £ 601 million and net was
£ 37.3 million. It is the enterprise that is taking initiatives to open 100 stores till 2022 .
Evaluation operational working of the enterprise
In the chosen firm as M&S there are different kind of operations that needs to be carried
out on daily basis. In addition to this, the operational working of the enterprise work as to
manage and conducts business operations with help of understanding the inner workings of
business so it runs as efficiently as possible (Ajmal, Helo and Kassem, 2017). However,
operational working of the enterprise are categorised into number of business areas and
functions. Thus, managers of this enterprise take steps towards to monitored the working of
enterprise in effective manner. Henceforth, there are certain decision that needs to be carried out
by the managerial authorities of the quoted firm. These are outlined as-:
Human resources- This has been evaluated that management of the chosen enterprise has taken
varied steps to undertake better decision. Furthermore, to bring streamlined working within the
enterprise theta are using HRM software so that functions of HR can be handled and managed
( Butner and Ho, 2019). This department is also taking steps to offer training facilities to
employees so that they can carry out business activities in better manner. It is department that
undertake performance measurement with use of different methods. This is effective form chosen
enterprise to evaluate the performance in systematic and organised manner.

Production- Under this, managerial authorities takes decision to have the use of robotics and AI
in terms to performing operational activities in streamlined so that whole production can be
conducted systematically. In order to produce commodities in fast pace environment, the entity
takes steps to high technological advancement to conduct working in smoothly and efficiently
( Choi, Chan and Yue, 2016).
Supply chain- In this, the chosen enterprise needs to conduct operation that can be spread global
across In terms to manage the efficiencies of supply chain activities the entity better decision are
needed to be taken ( Datta, 2019Haque, 2017). Herein, the entity is taking steps towards to make
the cordial relation with supply chain agent so that they timely delivers the products and
commodities to customers. There are number of the guidelines and policies are needed to be
framed out as this gives overview to supplier that block chain technological advancement can
bring efficiencies within enterprise.
Logistic- The main function of the enterprise relate with activities such as buying, selling and
delivering commodities and services. To enhance the working of operational activities as to bring
effective and efficient logistic the firm needs to undertake better decision (Hsu, Chuang and He,
2017). Herein, the innovative application and software must be in use to monitor entire logistic
operations successfully. However, changes can be made within less time and this leads to faster
and quicker delivery of commodities in the market.
Quality control- This is one of crucial aspect as this also aids to manage and enhance brand
image of enterprise. Henceforth, the some of the decision are needed to be taken to maintain the
quality standards. Thus, number of rules and regulation are needed to framed out so that working
of the entity can be conducted in smooth manner. Thus, quoted enterprise chosen number of key
performance matrix to measure out the quality. For this, the chosen firm has appointed quality
inspection officer to monitoring quality performance.
Finance- To record and track the transaction in effective manner there are some decision that
needed to be taken by the top management authority. To manage it accordingly the transaction
processing system must be in use so that transaction can be recorded on daily basis. This is
department that is responsible for recording expenses and income (Korauš, Gombár and Backa,
2019). It is one of the effective department as this aids to streamlined business performance. To
manage the each activities effectively, the chosen enterprise has appointed the finance manager
so that data relate with entity can be analysed in transparent manner.

Location strategies- The business also needs to conduct their business function as to develop
plan of action to investigate the particular location of chosen enterprise (Tarafdar, Beath and
Ross, 2019). In addition to this, the plan of action in terms to location needs to be formed on the
basis of certain standards. Under this, this entity also undertakes the market research in
streamlined manner to bring out the better advancement in working of the enterprise.
Thus, it has been evaluated that the managerial authority of the chosen enterprise has
taken the varied decision to perform the business function in streamlined manner. It has led to
bring improvement in efficiency of operations of enterprise and to provide proper outcomes.
Hence, it can be stated that the automation and technical changes has affected the working of the
enterprise in positive aspect. This is process that enables the operations and also aids to
monitored the business performance in proficient aspect.
CONCLUSION
Henceforth, it can be concluded that business operation termed out as crucial task as this
needed to be performed in day to day manner. In this report, the number of the business
operations has been defined of department as finance, HR, marketing, sale and supply chain etc.
The present report has covered the business activities of Mark & Spenser, the operational
function of the chosen entity has also been defined. Lastly, report has also outlined the discussion
on operational management decision that taken with managerial authorities such as HR,
production and supply chain inventories etc.

REFERENCES
Books and Journals
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Haque, A.S., 2017. B2G business operations of Shajib Polymers & Engineering Co.
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