Managing & Developing Innovation & Creativity at Marks & Spencer

This report discusses the issues faced by Marks & Spencer in terms of human resource management and how innovation and creativity can be used to solve them. It covers the Innovation Matrix, Scamper Technique, and Innovation Audit Methodology. The report also provides recommendations for the retail firm to solve its issues and problems.

BM632 Managing &
Developing Innovation &
Creativity

Table of Contents
Chapter 1: Company Overview.......................................................................................................3
Chapter 2: Issues/ problems.............................................................................................................3
Chapter 3: Resources of data, models and theoretical concepts used..............................................3
Chapter 4: Research Methodology...................................................................................................4
The Innovation Matrix............................................................................................................4
The Scamper Technique.........................................................................................................4
The Design thinking Model....................................................................................................4
Planning and Implementation.................................................................................................5
Chapter 5: Innovation Audit Methodology......................................................................................6
Recommendations............................................................................................................................6
Conclusion.......................................................................................................................................6
References........................................................................................................................................7

Chapter 1: Company Overview
The company Marks & Spencer operates as a major British multinational retailer which is
being headquartered in London, England. The respective company was incorporated in 1884 by
its founders Michael Marks and Thomas Spencer also is headquartered in London, England, UK
Akbar and Ahsan, 2020). The managers at the retail firm implement several strategic
management techniques that help in establishing coordination between the firm’s main
functional areas i.e., human resources, marketing, finance and operations. This guides the critical
path for the business firm to attain desired goals and objectives with effective use of resources
and completion of tasks within the specified time period (Cornelius du Preez and Folinas, 2019).
Chapter 2: Issues/ problems
The issues or problems are integral elements of the business environment that are faced
by firms which also leads to their development. In the relative context of operational working at
Mark & Spencer major issues are faced by the retail firm in terms of human resource
management. The issue is with regards to an increase in employee turnover and employee
absenteeism. Such issues faced by the firm lead to a huge impact on the firm’s productivity and
competitive position of the company in the relative marketplace. The issue hinders appropriate
growth of the company and determines ineffective techniques on the basis of which sustaining
ineffective brand value of the company could be difficult for the retail firm (Fayoumi and
Williams, 2021).
Chapter 3: Resources of data, models and theoretical concepts used
The concept of innovation refers to the practical implementation of ideas and relative
concepts that results in the introduction of a new service or a product or bringing in improvement
in existing products or services of the company. This helps the business firm to operate
effectively in its business market and define critical pathways from which desirable goals and
objectives of the firm could be attained. For the relative context, managers of the chosen retail
firm i.e., Mark and Spencer define critical standards on the basis of which various issues or
problems in the relative business environment can be solved. In addition to this, the competitive
position of the business firm can also be ensured by the firm in the relative business market
(Lapp and Long, 2022).

Chapter 4: Research Methodology
The Innovation Matrix
The concept of innovation matrix refers to a visualisation that illustrates several aspects
of the innovation. The managers at M&S can make use of this matrix that defines critical
standards to solve various issues and problems faced by the retail firm. The key elements of the
matrix include; Breakthrough innovation, Disruptive innovation, Sustaining innovation and
Basic innovation.
 Breakthrough innovation: The provided element of the innovation constitutes bringing
in any revolutionary changes in the business market. For the provided context of
operational working at M&S managers of the retail business considers this type of
innovation to set standards for innovation as a revolution as it creates a paradigm shift.
 Sustaining innovation: Under this provided element of the innovation matrix developing
better standards for improving goals and enhancing the existing possibilities can be taken
into consideration. For the given context, the management activities of M&S are being
polished through such elements of innovation. This helps the retail firm to guide
coordinated operations while regulating operations in a given marketplace (Law, 2019).
 Basic research: The provided type of innovation element is being used in large
companies. The managers at the respective company i.e., M&S use this type of
innovation element through which core discovery with regards to conquering the business
market can be enabled.
 Disruption innovation: The provided element of the innovation focuses on shaping
workplace activities in accordance with the demands of customers. The stated innovation
helps in carrying out activities of the firm through determining effective research in the
business market and allows the corporate to function effectively in a competitive business
market (Leathrum, Shen and González, 2021).
The Scamper Technique
The approach of the SCAMPER technique is functional under creative thinking and
problem-solving for developing a better standard of working in the business firm. The managers
at M&S use the respective technique to solve the issue faced by given company towards solving
its management issues and relative problems;

 Substitute: Under this element of the technique M&S’s services and products can be
replaced with one another.
 Combine: The combine technique tends to analyse on possibility of merging of two or
more ideas for enabling efficient single output for the firm.
 Adapt: For this stage managers of the retail firm discuss the aims that adjust products or
services in the retail firm for ensuring deriving better output for the retail firm.
 Modify: In the given stage of the element techniques that guide modifications in
techniques to solve issues and problems at the workplace can be enabled.
 Eliminate: Under this segment of the model better initiatives can be taken into
consideration that tends to eliminate the unnecessary parts or process that are consuming
high resources.
 Reverse: In this technique, better standards for the operational firm are determined
through which potential innovative techniques are being adopted for bringing in
improvement in the operational structure of the business firm.
 Put to another use: This stage carries valid actions to those activities or resources that
convey a better course of actions under which effective allocation of the resource for the
firm can be determined. This includes recycling of waste or proper coordination of
working within the workplace departments.
Planning and Implementation
Planning
Following the discovery of an increase in staff turnover and absenteeism that is
negatively impacting the company's overall performance, Marks & Spencer can implement a
number of initiatives. The following are a few of these options:
Training and development: Training and development is a method of providing training
opportunities that can aid in the development of a person's personal and professional attributes.
Training needs are discovered through training need assessments, which aid in determining what
skills and knowledge are required for employees to function at their best (Newton and et. al.,
2021).
Rewards and incentives: By rewarding and incentivizing workers for their success,
Marks & Spencer ensures that their valued contribution contributes to the achievement of the
organization's goals and performance requirements.

Quality of work-life: Marks & Spencer will be able to provide quality of work life by
routinely checking performance criteria, which will have a favourable influence on staff
performance and productivity. By establishing a pleasant working environment, this will ensure
that a positive working environment is provided.
Better growth opportunities: There are numerous talents that an individual possesses as a
result of the quick expansion in the changing business environment, and such knowledge and
skills assist them in accumulating additional professional growth chances that will be beneficial
in molding their career (Zhang and et. al., 2019).
Implementation
In order to reduce employee turnover and absenteeism, a training and development plan
has been found that can assist in improving staff performance standards. This training and
development plan is outlined below:
Need assessment- The first stage in creating a training and development plan is
determining the training needs and requirements, which may be done by tracking performance
against performance criteria on a regular basis. This will aid in the detection of deviations by
comparing actual performance to performance criteria.
Creating a learning environment- Creating a learning environment will aid all
employees in adjusting to change and focusing on improving their abilities, which will increase
their performance and interest in working for the company. Staff participation in managerial
operations will be encouraged, and employee turnover and absenteeism will be reduced
(Richards and Sang, 2021).
Creating an evaluation plan- Creating a development plan and producing a plan layout will aid in
the organisation of a successful training program that will improve employee skills and
knowledge.
Choose a training technique- Choosing a suitable training method is one of the most
important stages since it will lead to increased employee productivity and lower employee
absenteeism and turnover rates.
Execute plan- This stage entails putting the training and development plan into action
according to Marks & Spencer's strategic plan. The strategic plan will help them reduce
employee turnover and improve their skills and performance, resulting in increased productivity
and profitability for the company.

Chapter 5: Innovation Audit Methodology
The innovation audit methodology guides better terms of working in the business firm
through reflecting to innovation practices adopted in the business firm. The managers at provided
retail firm i.e., M&S adapt to precise innovation audit methodology that helps the firm to credit
productive basis of working in the provided business market. Following are the elements that
provides with effective terms when being engaged with innovation audit in the retail firm
(Sughra, 2019);
 Ideas generation: In this first stage of the innovation audit methodology generation of
idea is treated as the foremost element in which clarifications with regards to suitability
of the innovative idea is being ensured. The working managers of the firm ensures proper
functioning with regards to proper idea generations.
 Prioritisation: For this element delivering priority components in the innovation audit
methodology is being taken into consideration. In this activities are prioritised for their
completion at the workplace.
 Implementation: Under this stage implementation of plans and strategic ideas being
derived are being taken into consideration. For the purpose being proper standards are
established with regards to solving issues in HR management process in the workplace.
Recommendations
From the discussions carried out in the above report, there are several recommendations
that can be provided. This includes identified terms on the basis of proper working of the retail
business can be facilitated. The following are the recommendations for the retail firm with
regards to solving issues and problems faced by the firm;
 Market and data analysis: Regularly monitoring the market for aspects that might have
an influence on employee performance and making decisions can help to reduce the
impact on employee turnover, as this strategy helps to reach the required standard and
ensures employees that they are appreciated in the organisation. Employee motivation
and capacity to fulfil given work tasks and responsibilities will be enhanced by providing
them with excellent training and development sessions, which will immediately minimise
employee turnover.
 Regular feedback from stakeholders: Encourage workers to share their own ideas as one
of the simplest ways to boost employee motivation. This will assist to ensure that

employees are appreciated by the company, and such techniques will aid in optimal staff
retention. Giving frequent feedback and establishing a climate of trust and mutual
understanding will aid in maintaining a pleasant working environment and lowering staff
turnover. Furthermore, such tactics can aid in the decrease of employee turnover and
absenteeism, as well as increase their performance, allowing them to reach their goals.
Conclusion
From the analysis of the above information presented, it can be concluded that there are
several issues and challenges that are faced by the retail business while regulating a variety of
operations in the specified marketplace. It can be said that better terms of working in the firm can
be enabled through adopting proper management techniques which is inclusive of innovation
techniques.

References
Books and Journals
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Law, C.C., 2019. Managing enterprise resource planning adoption and business processes: A
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Newton, C., Singleton, J., Copland, C., Kitchen, S. and Hudack, J., 2021, April. Scalability in
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Sughra, G., 2019. CSR, a Pretence or a Bona Fide; Case Study of M&S and Next. In The
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Zhang, L., Zhou, L., Ren, L. and Laili, Y., 2019. Modeling and simulation in intelligent
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