Unit 187 Operations & Project Management: M&S Analysis & Improvement

This report provides a comprehensive review and critique of operations management within Marks & Spencer (M&S). It begins with an introduction to M&S, followed by a differentiation between operations and operations management. The report then analyzes the implementation of operations management principles within M&S, assessing how well the organization meets its requirements. A key focus is placed on continuous improvement as a philosophy, including a description of Lean principles. The report concludes with a continuous improvement plan, offering justified recommendations for enhancements based on the operational management principles within M&S, aiming to improve efficiency, customer satisfaction, and overall business performance. This document is available on Desklib, a platform offering a range of study tools for students.

ID
Unit Number and Title Unit 187 –
Operations and
Project Management
Title Review and Critique
of Operations
Management (Part
1

Table of Content
Part 1: Business Report
1. An introduction to chosen organization p
2. An explanation of operation vs operations management p
3. A review and critique of the implementation of operations
management principles within the chosen organization p
4. An analysis of the extent to which the operations management of
the organisation in the case study meets the requirements of the
organization p
5. Discussion of continuous improvement as a philosophy and
describe the Lean principles p
6. A continuous improvement plan, including your justified
recommendations for improvement, based on your review and
critique of operations management principles within your
organization p
7. Conclusion p
References p
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INTRODUCTION
Operation management refers to administration of business activities and
operations which can create the highest level of efficiency and effectiveness within
the organization. It is mainly concerned with designing and controlling the process of
manufacturing, trading and other activities which are involved in providing products
or services. The project will outline the details regarding operation management of
Marks & Spencer. It will include difference between operations and operation
management. Further, it will discuss the operation management principles in
selected company. The project will highlight the continuous improvement theory and
lean principles. There will be a detailed explanation regarding operational
management and its requirement in M&S.
1. An introduction to chosen organization
Marks & Spencer (M&S) is a public limited British multinational retailer
company which is headquartered in London, UK. The products in which company is
dealing are clothing, beauty and health products, home appliances and food
products. Company was founded by Michael Marks and Thomas Spencer (Nyame-
Asiamah and Ghulam, 2019). There are numerous stores worldwide and company is
also offering online services to its customers. The products are sold according to
customer demand and preference which enable it to capture higher market share.
The main competitors of M&S are: Tesco, Aldi, Asda, Centra, etc.
Vision
Vision statement of company is to set a standard for its competitors and
provide excellent customer experience. The company will also take care of
environment, community and employees. Key components of vision statement are:
 Maintain high standards
 Beat the competitors
 Care for customers
 Care for employees
 Sustainable planet and community
Mission
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Mission of company is to provide high quality products and services to which
can be accessible to everyone. Mission statement of M&S outlines that company
wants to sell variety of products with high quality into global market. The objective of
company are quality, globalization and diversification.
Core values
The core values of company includes:
 Integrity
 Innovation
 Trust
 Willingness to change
2. An explanation of operation vs operations management
Operations refers to procedure, activity and process which are developed by
management of a company for effective functioning of business operations and
activities. For instance, in M&S the trading activities are accomplished through
development of some process such as planning, budgeting, etc. On the other hand
operation management is the process through which management manages the
operations of company so that organization can achieve its aim and objectives. This
is an ongoing function which enables management to effectively manage activities or
operations of company.
Operation vs operation management
Operations Operation management
Operations refer to tasks or activities
which are made during production or
manufacturing of products or rendering
of services.
Operation management is the process of
managing such activities which are made
during production of products or services.
In simple terms operation management
refers to effective management of
operations.
The objective of operations is to maintain
quality of products or services which are
produced through various activities such
as planning, directing and supervision.
The objective of operation management
is to focus on satisfaction level of
customers by effective management of
activities and providing right product to
right customers at right time (Reid and
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Sanders, 2019).
It concentrates on formulation of acts
which can form an adequate way in
production of products or services
(Hernández-Callejo, Gallardo-Saavedra
and Alonso-Gómez, 2019).
It focuses on running business effectively
and efficiently.
The requirement of capital in operations
is relatively high as it is required from
beginning to end process.
Operation management requires less
investment since its focus is on effective
management of operation and activities
that are formulated during production of
products.
3. A review and critique of the implementation of
operations management principles within the chosen
organization
The operational department of M&S are mainly responsible for effective
management of manufacturing of products and services and to ensure quality of
products that are being produced. They are also responsible for resolving issues
related to marketing and other day to day operations this can ensure customer
satisfaction and enables company to create a positive image. The products that are
being offered by company are manufactured as well as products of other companies.
Therefore, it becomes essential for company to manage its manufacturing as well as
trading activities (He, Qi and An, 2020). For attracting customers and to capture
higher market share it is necessary for company and its operational department to
adapt new trends in market.
The operation management principles can help company in effective
management of operations and to achieve goals and objectives. Implementation of
these principles will enable M&S to attain more profit by enhancing customer
satisfaction level. The operation management principles are:
Reality
Reality principle of operation management states that organization is required
to concentrate on problems instead of techniques. The management of M&S must
focus on organization and task's which ensure effective management of operations.
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If management doesn't focus on them company will not be able to enhance its profit
margin. Techniques can not give solution for all the problems or issues faced by
company therefore, company is required to focus on problem and find solutions for
the same.
Organization
There are various functions which are involved in effective functioning of
business and all functions are interconnected with each other. It is very essential for
management of M&S to ensure coordination between different functions of company
to ensure smooth running of business. The interlinking of each function is very
important for organization to perform effectively and to accomplish goal and
objective.
Fundamentals
This principle help company to maintain appropriate inventory records and in
reducing cost. The fundamental principle assist organization in appropriate utilization
of resources available with company which can enable it to reduce production cost.
The low production cost will result into increase in profitability and company can
invest that finance in expansion and growth of business.
Accountability
Accountability principle gives an outline that employees and managers who
are working in a company are accountable for the responsibilities that are given to
them. Every employee in M&S are given roles and responsibilities according to their
qualification and skills and all are accountable for outcome of their work. This will
ensure regular checking of their work and help in identifying areas for improvement.
Quality control
This principle aims with quality checking of products or services which are
offered by company to its customers. The effective monitoring of production process
and quality of goods produced will help company in achieving its mission.
Humanity
The employees of company must be given respect so that company can
ensure higher employee commitment. The principle aims with development of
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understanding regarding employees and their problems which can provide positive
outcomes.
Knowing competition
For effective and smooth functioning of business, company must have
knowledge of its competitors and their strategies. This will help company in making
strategies which will lead to higher customer satisfaction and higher market share.
Consumer collaboration
Company must understand its customers and their behavior so that they can
provide products or services according to customers' taste and preferences.
Success
For attainment of success, company is required to ensure customer
satisfaction which can lead to higher sales and higher profit.
4. An analysis of the extent to which the operations
management of the organisation in the case study meets
the requirements of the organization
There are certain objectives and aim of company which are to be attained for
achieving success and to lead the market. Operation management helps company in
reducing production cost and in accomplishing certain objectives and in higher
customer satisfaction. Following are the operation management objectives:
 The primary objective is to provide customers with high level of customer
satisfaction by offering right product at right time and right place.
 The resources of company must be effectively utilized which can reduce cost
of production.
 Production of high quality products through ensuring good quality of raw
materials used and ensuring quality test of products produced.
 Increase production level and reducing resource input.
The operational department of M&S are responsible for effective management of
operat6ions and ensuring attainment of set objectives which will result into higher
profitability and growth of business (Brown, Bessant and Jia, 2018). Operation
management of company has developed a strong relationship with its suppliers and
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goods that are purchased for production of products are checked to ensure higher
quality of raw materials. The resources used for production are of low cost which has
reduced production cost. The effective management of business operations helps in
increasing sales volume as company ensures production of higher quality products
which can be accessible by every customer. Marketing strategies adapted by
company ensure attracting numerous customers and variety of products offered by
company ensure customer satisfaction and retention. M&S activities are created
according to current trends and company has also implanted the latest technology
which had reduced production cost and human error.
The operation management has helped company in attaining objectives of
company and to capture higher market share. M&S is able to expand its business in
global market and increase its customer base. Products that are offered by company
are according to needs and preferences of customers which has ensured excellent
customer experience. Company is focusing on sustainable business growth and
development by adapting various strategies which can help in mitigating negative
impact of business activities on environment and to comply with environment
standards and norms. The primary objective of operation management of M&S is to
create better environment and to improvise the production process through adaption
of current trends.
5. Discussion of continuous improvement as a philosophy
and describe the Lean principles
Continuous improvement
Continuous improvement is an ongoing process of improvement on terms of
products, services and business processes which can help company in overcoming
the problems that are faced in attaining business objectives and goals. This also
aims with reduction of waste through effective waste management and utilization of
resources (Butler, Szwejczewski and Sweeney, 2018). The adaption of continuous
improvement had helped M&S in simplifying process and in rendering the best
quality products to its customers. Company had also been appreciated for its
contribution in continuous improvement.
Lean principles
There are five lean principles which are:
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 Define value: Value refers to what customers are willing to pay for products or
services. It is a parameter which describes actual and latent needs of
customers and provide accordingly. Map value stream: It is the second lean principle which identify and maps
value stream. The step deals with identifying customer value and activities
that can meet customer value. Create flow: The activities that doesn't add value to customers are said as
waste and after removal of such waste it is ensured that remaining activities
are running smoothly without any barrier. Establish pull: The step deals with just in time delivery of products and
manufacturing of products on time (Green and et.al., 2018). Pull based
system is created from needs of customers which ensures products offered
will provide customer satisfaction.
 Pursue perfection: The continuous improvement process will enable company
in pursuing perfection regarding the steps that were discussed before. This
will also help company in achieving competitive advantage and higher
productivity.
Methods used in lean productions
There are certain methods that are used in lean production which includes:
kanban, andon, just in time, stock control and kaizen. These methods enable
company in effective management of all activities and in reducing waste which lead
to low cost of production. Kanban, just in time and stock control are used for effective
inventory control and in measuring stock level. For identifying issues and problems
andon system is being used (Graham and Woodhead, 2021). The continuous
improvement is being ensured by company through kaizen approach and company
use this method for continuous improvement in products and process.
Six sigma
It helps in analyzing the problems related to quality of products which are
offered to customers and eliminating them so that company can ensure delivery of
higher quality products (Costa and et.al., 2018). The effective control system helps in
non repetition of issues or problems.
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Bench-marking
This method help M&S in setting standards which can help in improvement
and identifying areas which requires improvement.
TQM
TQM enables company to provide good quality of products as it monitors and
control quality of products produced (Dahlgaard-Park, Reyes and Chen, 2018).
6. A continuous improvement plan, including your justified
recommendations for improvement, based on your review
and critique of operations management principles within
your organization
Basis Pros Cons Recommendation
s
Mass
communication
The effective
communication will
help in improving
process and high
quality product
development
through
accountability.
 The
measuremen
t of inventory
will become
difficult.
 Increase
cost
M&S will be able to
increase
performance and
productivity of its
employees through
effective training
and accountability
principle which will
create responsibility
on employees for
their work. The
mass
communication will
also enable them in
easy adaption of
changes within and
outside
organization.
Taylor scientific
management
 Reduction in
cost of
production
 Better quality
of products
 Easy
segregation
 Requirement
of huge
investment
 Time
consuming
method
Though this method
requires higher
investment but
effective
implementation of
this can enable
M&S in improving
production and
reducing cost of
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of
employees
 Quick
decision-
making
production.
7. Conclusion
The operation management in a company helps in smooth running of
business and effective management of operations and process. It helps company in
attainment of business goals and ensuring higher customer satisfaction. The project
had outlined implementation of operation management principles in M&S and its
advantage to company. It had highlighted difference between operation and
operation management. Along with this it had given a detailed outline of continuous
improvement and lean principles. Lastly, it included continuous improvement plan
which also involved recommendations for improvement.
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References
Brown, S., Bessant, J. and Jia, F., 2018. Strategic operations management.
Routledge.
Butler, M., Szwejczewski, M. and Sweeney, M., 2018. A model of continuous
improvement programme management. Production Planning & Control.
29(5). pp.386-402.
Costa, L. B. M. and et.al., 2018. Lean, six sigma and lean six sigma in the food
industry: A systematic literature review. Trends in Food Science &
Technology. 82. pp.122-133.
Dahlgaard-Park, S. M., Reyes, L. and Chen, C. K., 2018. The evolution and
convergence of total quality management and management theories. Total
Quality Management & Business Excellence. 29(9-10). pp.1108-1128.
Graham, R. N. J. and Woodhead, T., 2021. Leadership for continuous improvement
in healthcare during the time of COVID-19. Clinical Radiology. 76(1). pp.67-
72.
Green, K. W. and et.al., 2018. Impact of JIT, TQM and green supply chain practices
on environmental sustainability. Journal of Manufacturing Technology
Management.
He, C., Qi, X. and An, L., 2020, March. Digital Service Evaluation System Based on
Enterprise Operation Management Mode. In International Conference on
Application of Intelligent Systems in Multi-modal Information Analytics (pp.
42-46). Springer, Cham.
Hernández-Callejo, L., Gallardo-Saavedra, S. and Alonso-Gómez, V., 2019. A
review of photovoltaic systems: Design, operation and maintenance. Solar
Energy. 188. pp.426-440.
Nyame-Asiamah, F. and Ghulam, S., 2019. The relationship between CSR activity
and sales growth in the UK retailing sector. Social Responsibility Journal.
Reid, R. D. and Sanders, N. R., 2019. Operations management: an integrated
approach. John Wiley & Sons.
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