Analysis of Management and Operations at Marks & Spencer: A Report

This report provides a comprehensive analysis of management and operations within the context of Marks & Spencer, a multinational retailer. It delves into the distinct roles and characteristics of leaders and managers, highlighting their functions in various situations. The report explores different leadership theories, including situational, system, and contingency leadership, and their practical applications. It also examines key approaches to operations management, emphasizing the importance of effective resource utilization and strategic decision-making. Furthermore, the report discusses the factors within the business environment that impact operational management, such as risk-taking, decision-making, and technological advancements. The analysis underscores the significance of operations management in achieving business objectives and maintaining a competitive edge in the retail sector. The report also discusses the importance of aligning management styles with specific market conditions and internal capabilities, providing a well-rounded perspective on effective leadership and operational strategies.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Different roles and characteristics of a leader and a manager...........................................1
TASK 2............................................................................................................................................3
P2 Role of a leader and the function of a manager apply in different situations...................3
P3 Different theories and models of approach.......................................................................4
TASK 3............................................................................................................................................6
P4 Key approaches to operations management and role that leaders and managers play......6
P5 Importance and value of operations management in achieving business objectives........7
TASK 4............................................................................................................................................7
P6 Factors within business environment that impact upon operational management............7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Operation management defined as all business functions which perform organising,
leading, planning and also controlling necessary resources to manufacture services and products
of company. Management and operations both are two necessary components which plays
necessary role for conduct business activities (What is Operations Management?, 2014). In an
organisation, manager perform functions for allocate the various resources of firm in an efficient
manner like technological, human resource, operation, finance etc. Marks & Spencer is a
multinational retailer in UK and it deals in a retail sector. It provides home products, clothing
and also luxury food items to consumers. Under this mention report discuss about various
management and leader ship theories to company to support the sustainable performance as well
as growth. Differences of the managerial functions as well as leadership roles through effective
applying range of the management theories will also be discussed in this. There is a discussion
about value and importance of key approaches to operation management in attaining objectives
of an organisation in successful manner.
TASK 1
P1 Different roles and characteristics of a leader and a manager
Superior plays important part in organisation to coordinate subordinates and make them
work properly, so that adequate business activities are executed effectively. It is essential that
employees have complete information about objectives and targets to make them complete
activities timely.
As indicated by Rani and Moreira (2010), manager formulates strategies and provides
duties and tasks to subordinates in according to their knowledge and skills. Apart from this, their
responsibility is to conduct performance appraisal to monitor work of staff by comparing results
with standards. Hence, training program that is sessions and seminars are conducted to improve
abilities of manpower and make them perform activities in creative manner.
According to Ravindran (2016), leader plays essential part in firm to motivate and inspire
members towards duties and targets. They construct and maintain friendly relations with
subordinates to timely asses’ conflicts and issues faced by teammates. Thus, adequate solutions
are provided to staff to sustain competent people for longer period.
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Mintzberg's role of management: These are responsibilities which superior perform are
described below: Informational role: Employees require having complete knowledge about tasks and
targets to be accomplished. It is necessary that manager of M&S provide information to
members about clothes, home and food products that are present in store. This help staff
to provide appropriate data to customers and things, features and benefits to influence
their purchase decision. Interpersonal role: Meeting and conference are conducted by manager to maintain
friendly relations with subordinates and encourage to perform activities in proficient
manner. Along this, superior even coordinate work of different departments to manage
manpower properly (Slack, 2015).
 Decisional role: Manager involves subordinates in judgement process to select
appropriate choices and changes in tactics in respect to market conditions. In M&S
different new ideas are framed for delivery of innovative and creative products in
marketplace.
Characteristics of Manager: These are various responsibilities that are performed by
administration of M&S is as follows:
 Team Development: This is main duty of manager is to distribute members and make
them work in team, so that funds, material and manpower are utilised efficiently. Meeting
is conducted by superior of M&S to aware them about roles and responsibilities. Along
this, employees are also given acknowledgement about their team members with whom
they need to work.
 Managing performance: This is another role of manager of M&S which defines that
different performance appraisal techniques used to assess work and abilities of
subordinates. Management by objective, cost accounting and various other method are
used to compare outcomes with benchmarks to anticipate dis-falls. Hence, this helps
superior to conduct training sessions to improve capabilities of members (Mollenkopf,
Frankel and Russo, 2011)
Role of leader: These are duties which leader of M&S execute are stated beneath:
 Representative of company: Leader responsibility is to provide information to members
about objectives and targets that are framed by administration. Besides this, executive of
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M&S sometimes send them to attend meeting and events on behalf of firm. Thus, leader
act as symbolic person and enhance reputation and image in marketplace.
 Guiding employees: This is essential duty of leader by motivating them and increases
their morale to perform tasks effectively. In M&S, employees are given appropriate
instruction and guidance in respect to tasks assigned by manager. Along this, leader
maintains friendly and healthy bond with subordinates to retain skilled people.
Characteristics of leader:
 Influential: In M&S, leader has good communication skills which define that they
provides adequate instruction and encourage staff members to perform activities in
proficient manner. Along this, they even provide direction and inspire subordinates to
work effectively (Fayol, 2016).
 Empathetic: Leader maintains friendly relations with employees which help them to
acknowledge their opinions, experience and emotions. Subordinates ideas are
acknowledged by superior of M&S to provide them appropriate working conditions and
facilities.
TASK 2
P2 Role of a leader and the function of a manager apply in different situations
Each and every organisation, superior responsibility is to make system function in such
manner that goal and objectives are accomplished within defined time. Administration make
changes in technologies and frame strategies to direct members thereby make them perform
activities in proficient manner. Along this, style used by leader and manager’s functions depends
upon system abilities and market conditions. Superior uses different management concepts that
are MBO and contingency theory to organise and make business operations conduct smoothly
and properly. Thus, these are different situations which are stated beneath:
Risk taking: This aspect defines that organisation require having adequate amount of
funds, material and manpower for execution of operations properly. Management responsibility
is to utilise resources efficiently and conduct activities which help them to compete with rival
firms (Handschin and Petroianu, 2012).
Manager duty to analyse issues and problems is conduct internal and external analysis to
have complete information about system functionality and market conditions. Government,
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technology, suppliers, investors, customers and many more are components which directly as
well indirectly affect operations of M&S. For managing these factors, superior duty are to use
administration requires to use different management approaches and theories to overcome risk
and find appropriate solutions. Along this, modification in system and tactic are made to mitigate
difficulties. New technologies that are applied in M&S influence on working of subordinates.
Thus, training sessions are conducted to enhance skills and capabilities of members, thereby
make them competent to perform tasks effectively.
Role of leader in this situation is organising meeting to inform teammates about
difficulties and risk. Members are motivated and inspired to learn new methods to work properly.
Administration of M&S makes technological advancements to deliver quality and quick services
to clients.
Decision-making: This is another condition which specifies that administration require
making appropriate judgements and selecting things which are beneficial for company. Superior
and employees are involved in meeting and conferences to anticipate market situations and
system abilities. M&S is retail store which require making improvements and modification in
clothes, home and food products in according to market trends and demands of people. Thus,
innovative and creative things are delivered in marketplace (Jørgensen and Zaccour, 2012).
Manager of M&S involve staff members in decision making process so appropriate
judgements are made which are beneficial for firm. Modifications in system and products are
made by superior in according to demands and requirements of people.
Leader of M&S inspire employees by making them feel connected and dedicated to
perform activities in proficient manner.
P3 Different theories and models of approach
Operations management design system and implement adequate tools and equipment’s in
system for development and growth of company. Manager plays essential role in organisation to
manage employees and make them perform tasks in coordination. Subordinates are given
complete and accurate information about targets and objectives, so that members work in
proficient manner. These are leadership theories which are used by management are stated
beneath (Kerzner and Kerzner, 2017):
Situational leadership theory: This is efficient model which was developed by Dr. Paul
Hersey which defines that companies are present in environment which is dynamic and changes
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with time. Along this, management has different background members which vary with each
other in context of gender, age, religion, caste, and so on. Leader duty is to coordinate team
members and make them work in group. It is essential that employees get duties and
compensation in respect to their performance and outcomes which help superior to motivate and
encourage members to perform activities effectively.
Advantages: This theory helps manager to make system function and organise activities in
according to situations prevailing in market. Modifications in technologies and tactics are made
by superior of M&S to deliver adequate items and services to customers in respect to their
demands.
Disadvantages: Timely market research is need to be conducted by manager to acknowledge
market situations. Apart from this, superior even require to assess abilities of system to make it
function in according to requirements of people. With technological advancements and changes
in strategies that are made by administration require to be communicated with subordinates to
make them function accordingly (Moghaddam and et. al., 2011).
System leadership theory: This is another model which define that manager
responsibility is to implement appropriate tools and equipment’s which help them conduct
operations effectively. It is necessary that in M&S, business activities are executed effectively
so that adequate variety of products and services are delivered to customers.
Advantages: This theory benefits manager to make system function properly and organise
activities systematically and smoothly. In M&S, superior formulate strategies and use latest
technologies to provide quality and quick services to people (Pinto, 2015)
Disadvantages: It is difficult for superior as this model doesn't provide information about
method or knowledge to execute activities properly. Changes in technologies and strategies that
are made by manager to make it function in according to market conditions. This creates problem
for employees which resist working with modern techniques.
Contingency leadership theory: This approach defines that leader's work and system
functioning depends on their personality, nature and abilities. M&S provide variety of clothes,
food and home products to people. This is retail sector firm which has large number of rival
firms. For this, manager responsibility is to frame strategies and policies to handle difficulties
and problems that are faced by members, thereby make them perform activities in proficient
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manner. Apart from this, changes in technologies are made to deliver appropriate things and
services to customers.
Advantages: Manager makes transformations in organisation structure, equipment’s and
objectives to handle complex situations properly. Different leadership styles and management
concepts which are used by superior. This helps them to make system function in according to
market conditions and overcome unfavourable circumstances (LaGanga, 2011).
Disadvantages: Leader doesn’t use single style or pattern which impacts on their performance
and outcomes. It is essential that superior have adequate skills and knowledge so that they are
able to make employees work in team.
TASK 3
P4 Key approaches to operations management and role that leaders and managers play
Superior requires using appropriate concepts and theories to frame appropriate strategies
and conduct business activities effectively. It is essential that organisation deliver adequate items
and services in market in according to requirements and needs of people. Manager of M&S
responsibility is to utilise resources and deliver appropriate things to customers. These are
different approaches which are used by manager and leader is stated beneath:
Six sigma: This aspect defines five steps which superior conducts to make system
function properly and accomplish goals and objectives within defined time. DMAIC that is
define measure, analyse, innovate and control activities which are conducted by manager of
M&S to provide adequate things and services to customers. Administration frame targets and
benchmarks to assess performance of employees (Nassiri and et. al., 2016). Performance
appraisal techniques that are MBO, 360 degree, cost accounting and so on are used to compare
outcomes with standards. Thus, training sessions are conducted to improve abilities of members
and make them perform activities effectively.
Total quality management: This is essential tactic which helps manager to make
business success by providing appropriate items to people in respect to their requirements. M&S
has skilled staffs which delivers quality products and quick services to customers. Along this,
modern technologies which are used by firm to provide adequate facilities to public. In this,
leader’s role is to encourage and motivate employees to make them perform tasks effectively.
This benefits company to enhance goodwill within marketplace (Oakland, 2014).
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Just in time: This is effective approach which defines that manager of M&S maintains
relations with suppliers. This helps them to have adequate products in store in according to
demands of people. Along this, superior have skilled and competent members which benefit firm
to overcome wastage and excessive stock in warehouse. In this, leader responsibility is to
maintain record of things with help of staff. Thus, administration utilises funds efficiently and
sustain image and reputation in market.
(Source: Just In Time, 2015)
P5 Importance and value of operations management in achieving business objectives
Operational management conducts planning, organising, directing and controlling to conduct
business operations effectively and manage workforce and funds efficiently. In M&S, manager
frame strategies and implement modern tools and technologies in system. This helps firm deliver
quality items and services to customers which enhances reputation and image in market. Along
this, leader retains skilled members which help them accomplish goals and objectives. Thus,
these are various benefits that operational management have on system functionality which are
stated below:
Utilization of resources: Manager of M&S uses six sigma and maintains relations with
suppliers to utilise funds properly. Targets and objectives which are framed by them to direct
members and make them perform tasks effectively. Along this, duties and tasks are provided by
superior to staff in according to their skills and abilities, so quality items and services are
delivered to customers. In this leader also helps management to retain skilled people by
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Illustration 1: Just In Time

overcome issues and problems faced by subordinates, thereby provide them appropriate
solutions. (Peng and Lai, 2012)
Profit maximisation: Manager of M&S also uses total quality management which defines
that latest technologies are implemented in system. This helps firm deliver quality items and
quick services to customers. Meeting and conferences are conducted by leader to provide
appropriate information to employees about market conditions. Superior conducts survey which
helps them to have complete and accurate information about competitor's offering and demands
of people. For this, latest technologies are used by firm to provide quality and quick services to
clients. This helps leader to attract large number of people and retain skilled members for longer
time. Thus, company is able to grab attention of large number of people and enhance sales
volume and generate good amount of revenue from business.
TASK 4
P6 Factors within business environment that impact upon operational management
Business environment has internal and external factors which directly as well indirectly
affect operations. It is manager’s responsibility to frame strategies and design system to make it
function effectively. Along this, they even require to provide quality products and quick services
to customers to satisfy them. In this, leader motivates and inspires employees to have skilled
workforce which position firm higher than rival firms (Rushton, Croucher and Baker, 2014).
Internal factors: These are elements which are present in business firm are as follows:
Shareholders: This aspect define that organisation have adequate capital to have
sufficient material, manpower and use latest technologies to deliver adequate products and
services to people. For this manager of M&S even require to take care that appropriate amount of
profit is generated which is provided to investors to sustain them for longer time. It is a
multinational firm, for which seniors require large amount of money to manage business
globally. They need to maintain relations with shareholders for sustain them for longer time by
providing them interests and profit share. Otherwise, they will not give more for conduction of
business and expanding in respect to market conditions. This will negative impact on production
and profitability of company.
Suppliers: M&S is retail store which provide different variety of clothes, home and food
items to people. For this, manager maintains relations with suppliers to utilise funds and order
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products in according to demands of customers. If manager didn’t have good relations with
suppliers, than they will not be able to arrange products in according to requirements of buyers.
This results into decrement in image and reputation of company in market that is customer shift
to another brand.
Employees: Manager of M&S involves subordinates in decision making process so they
are able to make appropriate judgements for firm. Training seminars conducted to enhance
capabilities of members to make them perform tasks effectively. Along this, leader maintains
friendly relations with staff to motivate them and deliver adequate items to customers. Manager
and leader of M&S require skilled employees for delivery of quality products and services to
buyers. Subordinates are not dedicated towards firm, than labour turnover and absenteeism
increases. This results into negative impact on company that is decline in sales volume and
revenue.
External factors: These are components which exist in outside environment of firm are
stated below:
Political: Government of UK had formulated policies and legislations to regulate and
control business firms. Along this, they even provide license to firms to make them function
legally. M&S has registration and certification which helps manager to secure and technologies
and system from rival brands. Political instability in UK and other nation require that manager
reframe policies in respect to government rules. Thus, changes in tactics are not made in
according to authorities’ results into execution of business in illegal manner.
Economical: This factor includes exchange rate, inflation, growth and various other
components which differ from one nation to another. In UK, there is inflation which defines that
people have adequate money to purchase quality and standards products. This benefits M&S to
have large customer base which helps manager to enhance sales volume and profitability.
Change in exchange rate and interest rate effects on company to conduct business globally. M&S
export item from one nation to another for which fluctuation in currency result into increment in
rates of products.
Social: Organisation delivers products and services in market to fulfil demands of people
and generate adequate profit from business. Manager of M&S conducts market research which
helps them find taste and preference of people. Along this, competitor’s offerings are also
acknowledged by superior to provide creative and innovative things to customers. In this leader
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responsibility is to inform employees about demands of public and inspire to deliver adequate
things to buyers. M&S have large rival firms that are ALDI, Kingfisher and many more which
offers different products. This impacts on sales volume and profit of company, as people prefer
to visit store which provide large variety of items.
Technological: This tactic defines that manager require to use implement appropriate
tools and techniques in system so that adequate items and services are delivered in market. In
M&S, superior uses latest technologies to provide quality products and quick services to
customers. For this, training sessions are conducted to enhance abilities of employees and make
them work effectively (Ravindran, 2016). Manager of M&S didn’t train staff which impact on
their quality of work and service provided to customers. Thus, they will negative impact on firm
and operations in respect to reduction in image and goodwill in respect to competitors.
CONCLUSION
As per above report, it has been comprehended that manager organise business operations
effectively to attain objectives and goals timely. It is essential that appropriate tools and
technologies are implemented in system which helps superior to utilise resources efficiently.
Along this, organisation even requires to deliver adequate products and services to people to
satisfy them and construct loyal customers. Leader uses theories such as system, situational and
contingency to make system function effectively. Manager uses different approaches that are six
sigma, total management, just in time and lean production approaches to conduct activities
properly. Thus, internal and external factors are acknowledged by management to make adequate
decisions by identifying its impacts on business.
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