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| Operations Management
| Emel Aktas
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Operations Management Activities of Marks and Spencer
A journey from cave to modern civilized societies, Marks and Spencer from a single market stall to a giant international multi-channel retailer has travelled over 129 years to establish its deep roots all over the world with 766 UK and 418 international stores. Marks and Spencer stores are spread over 50 territories worldwide employing almost 82000 people. Marks and Spencer is a general retailer that sells clothes, gifts, home furnishings and foods. The UK turnover is split between Food (54%) and General Merchandise (46%). Marks and Spencer acknowledges the fact that consumer is the real king of market. This can be drawn from its founding values which consist of Quality, Value, Service, Innovation and Trust; it also assures to work hard to ensure its offer continues to be relevant to its customers. The vision and mission of the company is to be the standard against which others are measured and to make aspirational quality accessible to all. This suggests that ‘Quality’ is at the heart of Marks and Spencer’s operations strategy (Marks and Spencer, 2013). International Expansion:
M&S has a clear and targeted strategy for its international growth. Henceforth it continues to build more new stores to expand in key locations across its priority markets, employing a mix of ownership models including partnerships and franchises (Marks and Spencer, 2013).
Operations Strategy- An Overview-
Operations Strategy Perspective:
The operations activities are aimed to achieve operations strategy of the business. Marks and Spencer’s operations management activities ensure that all its products are of high quality and the stores are located in the most convenient locations. This reflects that the operations strategy of Marks and Spencer is of a ‘top-down’ perspective where the business wants its operations to provide quality products with an easy access to all. The Top-down Strategy Hierarchy:
Corporate Strategy: M&S aims to be the world’s most sustainable retailer. Its eco and ethical programme, is at the very heart of how they do business. M&S also aims to be a truly international, multi-channel retailer which can be accessible to even more customers around the globe (Marks and Spencer, 2013). Business Strategy: M&S is reaching more customers across the new and existing markets through its online development. In order to dominate the competition, M&S has facilitated its customers with ‘free next day delivery’ to its stores. Moreover, M&S has also developed i-phone application to carry out its sales via mobile phones. M&S has also encouraged the online sales to make it more convenient for its customers to shop with them (Marks and Spencer, 2013). Functional Strategy: Improved navigation, greater choice, exclusive ranges and offers have boosted the online sales by 16.6% in 2013. The recent performance of the technology depicts that i-phone application has increased the sales via mobile phones by 200%...
References: * M&S, 2013. Company Overview. [online]Available at: <http://corporate.marksandspencer.com/aboutus/company_overview> [Accessed 03 July 2013].
* M&S, 2013. Our Plan. [online] Available at: <http://corporate.marksandspencer.com/aboutus/our_plan> [Accessed 03 July 2013].
* Baker, R., 2011. Marketing Week, M&S outlines new store strategy for brands, [online] Available at: <http://www.marketingweek.co.uk/ms-outlines-new-store-strategy-for-brands/3030044.article> [Accessed 03 July 2013].
* Wood, Z., 2012. M&S admits womenswear stock shortages hit sales. The Guardian, [online] 17 April 2012. Available at: <http://www.guardian.co.uk/business/2012/apr/17/marks-spencer-womenswear-stock-shortages> [Accessed 03 July 2013].
* Marks and Spencer, 2013. Make Plan A how we do business, Plan A report 2013. [online] Available at: < http://planareport.marksandspencer.com/review-of-the-year/make-plan-a-how-we-do-business/> [Accessed 03 July 2013].
* Marks and Spencer, 2013. Involving our customers in Plan A, Plan A report 2013. [online] Available at: < http://planareport.marksandspencer.com/review-of-the-year/involve-our-customers/> [Accessed 03 July 2013].
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