Digital Technology Impact on Business

This research project analyzes the impact of digital technology, particularly e-commerce, on the business operations of Mark & Spencer. It investigates the functions of e-commerce systems, challenges faced by the company, and the influence of advanced innovation. The project utilizes primary and secondary research methods, including a questionnaire survey of M&S employees, to assess the effectiveness of digital transformation and recommend strategies for future improvement.

Research Project

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................2
P1. Discussing the aim and objectives...................................................................................2
P2. Examining appropriate research methods and approaches to primary and secondary
research...................................................................................................................................3
M1...........................................................................................................................................5
LO 2.................................................................................................................................................6
P3 Conduct Primary and secondary research methods that consider costs access and ethical
issues.......................................................................................................................................6
P4 Data findings and data.....................................................................................................10
M2.........................................................................................................................................16
D1.........................................................................................................................................17
LO 3...............................................................................................................................................17
P5 Communicate research outcomes in appropriate manner for the intended audience......17
M3.........................................................................................................................................17
D2.........................................................................................................................................17
LO 4...............................................................................................................................................18
P6. Reflection on the effectiveness of methods used in research.........................................18
P7. Considering alternative methods that can be used.........................................................19
M4 Critical reflection and insight that results in recommended actions for improvements and
future research considerations..............................................................................................21
D3 Reflection and engagement in the resource process leading to recommended actions for
future improvement..............................................................................................................21
REFERENCES..............................................................................................................................22

TITLE - “The impact of digital technology on business activity” – a case study of Mark &
Spencer
INTRODUCTION
Introduction
Digital transformation is the integration of digital technology in all areas of a business,
fundamentally changing how operate and deliver value to customers. This happened due to the
cultural changes which are essentially required in the organizational development. It is the
process of using technology to radically change business infrastructure and long term growth
channel of distribution according to major growth areas. This changes the way of working of
employees at workplace where they work for earning good employees of working in
organizations. It is the worldwide wants and requirement for enhancing the business activities
and growth channel (Menasce, 2015). New advanced technology will help to drive the new
factor of production and achievement long term and short term goals for the business activities.
Background
Present research will be based on the topic “Impact of digital technology on business
activity for that, Mark & Spencer will be taken into action. It is the well-known retail
supermarket that is dealing with many consumer products. Report will emphasize on the
importance of cloud computing that helps to store the huge data in one device. Although digital
technology can help to make fast communication process between customers and company.
Transformation has changed the scenario of communication in current era. In spite of that,
structure will also look upon the distribution level and their usefulness in business through
advanced technologies (Chaffey, 2017). Overall, it brings new opportunities and storage system
of making the new advantageous results and growth. Researcher also collects information for the
data analysis by using different approaches and strategies in order to meet objectives of research.
Besides, it also presents the major growth oriented process in order to meet needs of the
organization.
1

LO 1
P1. Discussing the aim and objectives
Rationale
E-commerce represents a substantial opportunity for all the companies. Retail sector is
the highest and growth forming sector that takes higher advantageous growth from the use of e-
commerce business (Grandon and Pearson, 2014). They also encourage system and overall
performance level that helps to encourage the business ideas and growth. E-commerce is rapidly
growing day by day. Retail industry needs to deal with different customers and with different
types of business activities. For that, it also requires taking the big advantageous growth and
challenges. E-commerce is encouraging online shopping trend in between the business activities
that helps to take overall it brings the new advantageous growth and challenging factor.
E-commerce creates the long lasting growth for business challengers and their lasting
relationship with company growing structures.
Aim: “To determine the importance of E-Commerce and their impact on the business
functions.”
Objectives:
 To identify the different functions of e-commerce systems in business activities
 To identify the challenges faced by company to measure e-commerce system
 To break down the effect of advanced innovation and influence E-commerce to M&S
business function.
 To determine the importance of E-commerce innovation in different offices
 To recommend the new strategies and methods to implement the fast forward
technologies in growth of business.
Research Questions
Q1. What are the different functions of E-commerce in the business activities?
Q2. How company get overcome from the challenges of E-commerce?
Q3. What are the importance of E-commerce technologies in organisation?
Significance of the study
Present study will be covered the logical framework and long lasting effects of the E-
commerce. This provides the better changes and most effective learning process for the
2

employees to enhance the learning performance (Molla and Licker, 2015). In present scenario in
which presents the functions of E-commerce such as Online shopping, it is the most prominent
example of E-commerce system that impact on the nature of business growth. E-Commerce is
widely used in big retail stores where large number of customers are dealing with day to day
routine activities. This process makes purchasing and selling flexible at low investing time on a
particular activity. E-commerce system do not need to rely on the physical location. They only
need to access of internet and smart devices for that. This study has been given new concept or
theory of new learning growth (Poon and Swatman, 2015).
P2. Examining appropriate research methods and approaches to primary and secondary research
Research study is sales promotion strategy that elaborate the sales amen companies.
There are mainly two types of data collection methods i.e. primary and secondary. Primary data
collection method is conduct by the researcher specifically for a research assignment (Primary
Market Research Methods, 2018). Primary method of data collection has been used for collecting
data through respondents to analyze their observation and perception related to particular topic or
subject. This data is generally has created for new data analysis and generating new thoughts and
perception. There are different methods of primary data such as observation, field trails,
interviews, surveys, focus group etc (Joong-Kun Cho, Ozment and Sink, 2018). Through scholar
can easily take the best output results. It is the proprietary research which means data is collected
directly from the research subject. Present study will be taken primary research and secondary
results both with the help of questionnaire and literature reviews respectively. Overall, process of
research has been conduct with the help of different strategies and approaches of data collection.
3

Research Philosophy
Research philosophy is the main discussing topic oriented work to make the perfect
channel of distribution. There are types of research philosophy such as positivism and
interpretivism (Archer and Yuan, 2014). Positivism is the highly structured and well-mannered
research style. Besides, interpretivism is the method which measured the in-depth knowledge of
selected topic. Interpretivism method of research philosophy is useful to conduct research
method it also helps to collect data on the basis of facts and figures.
Research approach
It is another most important element of research methodology which represents types of
approaches like inductive and deductive research approach. Overall, it makes the proper process
and implementing long lasting performance making task. Present study will be taken inductive
approach to collect general information and data and create conceptual framework.
Research strategies
Research strategies will very much helpful for researcher to collect data on some specific
topic. This makes the proper implementing process that makes the proper implementation
process and dealing long term resources and tools. This also helps to achieve the research
4
Illustration 1: Data collection model
Source: Primary Market Research Methods, 2018

objectives and goals. There are mainly two types of research strategies quantitative and
qualitative. Quantitative research strategy is generally based on objective. Although this also can
be the subjective as well according to the needs and wants (Archer and Yuan, 2014).
Quantitative might be beneficial for the researcher to collect better knowledge and implementing
process. Qualitative and major goals and objectives. Quantitative research method is based on
statistics method which is presented by data, diagrams, graphs or in tabular format. Overall, this
has been based on the better activity and growth. Besides, qualitative method is based on
subjective. Which is mainly based on some opinion and perceptions. This method has been based
on literature review and questionnaire or on the basis of personal observations.
Data Sampling
Data sampling is the tool in the research process which is very much necessary for the
research completion. Data sampling allows collecting data from the selected sample source that
play a very important role (Sarkis, Meade and Talluri, 2014). On the basis of data sampling
research has taken the data analysis and get the actual outcome and results of the research. This
brings the new effective changes and long lasting performance making task in order to meet the
needs of the organization and goals. Present research will be collect data from 30 employees as a
respondent. This makes the proper implementing and best effective process that makes the
proper implementation process making work. Without data sampling research process will also
take into serious manner. There are many methods of the data sampling method that affect the
business activities and growth in terms of better affecting method such as drawing samples from
data, this makes the proper analysis and never ending process and long lasting performance
making task oriented process. Sampling method can be sued on probability an approach that uses
random numbers according to the specific research. This must be according to the researcher
choice as well (Banner, 2018). Apart from that, this ensures the great impact on the business
activities that impact on the nature of growth. Overall, it also helps to bring the best
approachable task making performance. Overall, it brings the new level of dealing the new
approachable decision making approach. On the other hand, it makes the proper implementing
process and long lasting performance making task.
M1
Research methodology define different methods and approaches that helps to control the
research process. From the basis of above methodologies, all methods are taken as per the
5

required situation. There are two type of research approaches these are Interpretivism and
positivism. Such as researcher adopt Interpretivism philosophy to identify the fact and figures.
Besides, choose questionnaire as for conduct survey.
LO 2
P3 Conduct Primary and secondary research methods that consider costs access and ethical
issues.
Primary method research
This primary research will have been based on literature review ins some based on
themes which is represented by the researcher.
Secondary Research
Theme 1: To identify the different functions of e-commerce systems in the business activities.
E-commerce is a wide range of online business activities for products and services. These
are the According to Menasce, (2015) Main functions available Registration by providing all
details needed for shipping and billing user must be register with the site. The data is stored on a
database and available from the back office According to Burton and Scheepers, (2017). Basket:
This allow users to select the products they want to purchase and then go to the checkout for
payment. To managing the basket means checking the basket and possibly cancel/modify the
items placed in it. Payment: It involves the financial transactions between the banks, the store
and the credit card(user). For purchasing any products from online site user has to enter his/her
credit card number. The bank checks the customer's account details and decide whether to make
payment or not to authorize user. If bank approved the transaction user is notified that transaction
is completed. According to Chaffey, (2017) If rejected then user is notified that the transaction
cannot be completed and his/her order is cancelled. Product management It provides all the
features required for product placement and order fulfilment etc. suggested by Banner, (2018). It
includes product code, category, product name, description, image, sizes available and pieces in
stock. Order management includes list of products purchased, user information, details of place.
Delivery time information and payment information. Listing orders and customer details from
the back office of the site search and sort orders are Customer, order status, payment and date
suggested by Poon and Swatman, (2015).
Theme 2: To identify the challenges faced by the company to measuring the e-commerce system.
6

The e-commerce industry has become so fierce that surviving become matter of concern.
With the birth of many newcomers threatening reputed players. On the basis of customer service
experience, the need for differentiating has become as critical in the modern times. There are five
challenges of e-commerce Lack of Verification Measures: When a customer signs in an e-
commerce website, the web is unaware about the customer except the information he/she
entered. The customer will pay or not is a questionable. Also in the Cash on Delivery (COD) is
questionable because the company does not know the customer is genuine or not, so this is high
revenue losses for much e-commerce company. Product Refunds and Returns When customers
are unsatisfied with product he/she return the product, it is heavy loss of company reputation and
also shipment. The solution of these challenges is proper returns management. Lack of
Integration Order management system, customer support system, dispatch system and order
tracking system etc. are applications that can streamline the experience of the customer across
the buying journey Poon and Swatman, (2015). Customer Issues Going Unnoticed E-commerce
business receives a lot of interaction with more than 85% being complaints. When these
complaints are ignored, it compromises the standard quality of the business and harmful for the
image of company. Customer Loyalty A lot of business player have lost customers because of
their competitors have better quality of customer service/better discount. Some clients stop doing
business with company because of poor customer service. The solution of this challenge is for
any company to ensure customer service is always priority for their online business.
Theme 3: To breaking down the effect of advanced innovation and influencing E-commerce to:
M&S to retail more product retail organisation
This overall, needs to make the proper implementing and fast forward task making
performance. Overall, breaking down the effect of advanced technology has been introducing
new services and effectiveness. According to Archer and Yuan, (2014), there are different
technological innovation that influence the business functions and activities. Digitizing the
storefront is the common roadblocks that online retailers haven't completely overcome yet is the
fact that people still enjoy the experience of shopping at a physical store. Innovation bring
convenience and give ease of use, personalization, process simplifications, and the high level of
comfort that could be a game changer.
Theme 4: To determine the importance of E-commerce innovation in different offices as well.
7

According to Sarkis, Meade and Talluri, (2014) E-commerce has been given the great
impact on the businesses. Especially in retail sector where they provide different new ease of
faculties and growth. This provides the best approaches and growth in terms of making long
lasting effects. M&S would take innovation to attract customers. It is the importance matter of
fact that helps to take the better decision making approach.
Theme 5: To recommend the new strategies and methods to implement the fast forward
technologies in the business growth.
In order to recommend the different strategies and approaches that helps to take the new
business growth. Many of the strategies would be presented many of the strategies according to
the best possible manner suggested by Poon and Swatman, (2015).
Primary Research
Questionnaire
Name:
Gender:
1. Is M&S using digital technology for enlightening the business functioning?
 Yes
 No
2. What type of digital technology has been used by the organizations?
 Interactive hangers
 Virtual augmented reality
 3-D Printing
3. Is using E-commerce helpful for M&S retail store?
 Yes
 No
4. Is profit has increased after using E-commerce styles of technologies and strategies?
 Yes
 No
5. Which department would majorly affect the e-commerce system?
 HR Department
 Finance Department
8

 Operation Department
 Marketing Department
6. Do you think that company should adopt new E-commerce strategies?
 Yes
 No
7. Recommend the strategies should have been adopted by the company to attract new customer
attraction?
8. What are the usefulness of E-commerce in the business activities?
Ethical issues: Ethical consideration is the essential part in the research project that helps
to take the flow of ethical under which researcher can easily take the better decision making
approach (Banner, 2018). Overall, it brings new better growth for the organization level of
ethical working performance. Such as researcher requires taking care of effective results and
growth. Scholar requires collecting ethical data from the internet and collects better resources
without any harness.
Costs: Costs is the another research element which shows the budget of the research
process. Overall, research has been occurred many high costs to collect data with the help of
different terminologies (Burton and Scheepers, 2017).
Time scale
ACTIVITY/WEEK 1 2 3 4 5 6 7 8 9 10 11
 Selection of an appropriate
topic
 Topic is selected after
discussing with tutor,
 Identification of the
research rationale
9

 Formulating the Literature
review
 Identification of the
research aims and
objectives
 Determining the primary
and secondary data
 Selection of research
approach
 Use the research
methodology
 Develop the appropriate
questionnaire
 Conduct the survey of the
respond ants
 Collect the information and
data about the topic from
many respondents.
 Thematic analysis
technique applied in the
research study
 Analysis and interpretation
 Conclusion
 Recommendation
10

 Submission of the report
P4 Data findings and data
Theme 1: M&S using digital technology for enlightening the business functioning
1. Is M&S using digital technology for enlightening the business functioning ? Frequency
Yes 25
No 5
Interpretation: On the basis of this questionnaire survey in which researcher asked to the
employees of M&S that is E-commerce systems enlightening the business activities or not. Out
of 30 employees according 25 respondents yes electronic commerce is the effective and
productive tool for the business activities (Agwu and Murray, 2018). Besides, it also brings the
better services and growth in terms of handling customers. On the other hand, according to rest
of the employees suggested that no it is not that much deserving or grateful for the organisation
because they prefer to deal with customers face to face and with physical resources rather than
computerized.
Theme 2: Type of digital technology has been used by the organizations.
11
Yes No
0
5
10
15
20
25
25
5
Column B

2. What type of digital technology has been used by the organizations ? Frequency
Interactive hangers 15
Virtual augmented reality 5
3-D Printing 10
Interpretation:This survey stated that, what type of digital technology adopted by the company
such as interactive hangers, virtual augmented or 3-D printing. According to 15 respondents they
would prefer to select interactive hangers rather than any other. Out of which according to 10
employees they suggested that 3-D printing is the another technology adopted by the company
for making good impression on the customers. Overall, it brings new working environment in the
work place. Each individual performer suggests their own opinion according to their interest
level.
Theme 3: E-commerce helpful for M&S retail store
3. Is using E-commerce helpful for M&S retail store ? Frequency
Yes 25
No 5
12
15
5
10
Interactive hangers
Virtual augmented
reality
3-D Printing

Interpretation: According to this survey it has been stated that, Is E-commerce is helpful for
getting customer satisfaction or not. Besides, according to all 30 employees they suggested both
yes or no points accordingly. Overall, it brings new better effective changes and long side
betterment. Overall, according to 25 employees they state that yes e-commerce is the helpful for
the business activities and growth. Besides, according to rest of the respondents. They are not
fully agreed with the statements according to needs and wants. Overall, it brings better services
and growth. Apart from that, it brings new better effectiveness and better opportunity.
Theme 4: Profit has increased after using E-commerce styles of technologies and strategies
4. Is profit has increased after using E-commerce styles of technologies and
strategies? Frequency
Yes 25
No 5
13
25
5
Yes
No

Interpretation: E-commerce is the profitable tool or technique which brings new better
opportunity and growth in terms of making good impact on the business activities. Which makes
the better fast forward results and making good impact on the behaviour of company
performance (Sarkis, Meade and Talluri, 2014). According to 25 respondents they agreed on the
positive side. Besides, of that rest of the employees will take on the negative side that. E-
commerce is not very much productive for the organisation growth. Overall, it brings new better
opportunity and growth in terms of making new advantageous performance level of work.
Theme 5: Department would majorly affect the e-commerce system
5. Which department would majorly affect the e-commerce system ? Frequency
HR Department 10
Finance Department 4
Operation Department 12
Marketing Department 4
14
25
5
Yes
No

Interpretation: Organization will take advantage of new better quality making services. New
advanced technology is useful for every department in the organization. According to survey
questionnaire. It has been suggested that, it is the long lasting performance making task that help
to take the better opportunity and growth. According to 12 employees they think that operation
department has taken better performing task. Besides, finance department is the another majority
department that taken advantage of digital technology. On the other hand, according to 10
respondent HR department also getting the good advantage from the new techniques through
recruiting better employee staff.
Theme 6: M&S should adopt new E-commerce strategies
6. Do you think that company should adopt new E-commerce strategies ? Frequency
Yes 28
No 2
15
10
4 12
4 HR Department
Finance
Department
Operation
Department
Marketing
Department
28
2
Yes
No

Interpretation: On the basis of this questionnaire survey. It has been stated that Should company
adopts digital technology or not. Besides, according to survey 28 respondents they preferred to
say yes this gives better services and growth. Besides, according to only 2 employees they
suggested no.
Theme 7: Recommend the strategies should have been adopted by the company to attract
new customer attraction.
Interpretation: Many of the employees are fully satisfied with the functioning level of E-
commerce in the business function. Overall, it makes the proper implementing process and
overall, ranging performance level (Banner, 2018). According to majority employees would
suggest new more technologies that helps to reduce the overlapping of performance and given
high range of advance services. Overall, it brings new better fast forward growth challenging and
long lasting performance.
Theme 8: Usefulness of E-commerce in the business activities.
Interpretation: On the basis of this survey questionnaire it has been proved that, it is the long
lasting process. According to respondent, E-commerce is very much useful in terms of making
transaction. Marketing functions, promotions, calculating financial growth etc. without the help
of effective performance making work that impact of the business activities and growth. Overall,
with the contribution of effective functioning level (Agwu and Murray, 2018). Overall, it brings
new better opportunity and fast-forward making work.
M2
Data collection and data analysis is the most required technique to identify the research
outcomes and goals.
Merits
Advantage of this method is to observed the better unchanged environment. Data
collection helps in gathering information in depth information either from quantitative and
qualitative.
Pitfalls
On the contrary limitation of this approach is participation may not be so truthful and or
may not behave properly.
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D1
Research methodology is rather so descriptive and challenging for the researcher to take
the final outcome results. Discuss the things in more proper manner and advantageous manner of
growth. Research methods also take high cost and time to be implemented improper. In terms of
limitation of these methods are people do not consistently behave, does not involve any laws and
regulations etc.
LO 3
P5 Communicate research outcomes in appropriate manner for the intended audience.
On the basis of research outcomes, it has been suggested that it brings new better
opportunity and growth. Through company will perform better opportunity and growth. Study
has concluded better opportunity to take the company will also perform the better task
performing which gives new effective working performance. Research has highlights the
different use of research approaches and tools techniques for collecting data and then interpret in
presentable form. It also makes the proper implementing performance making task. Better it
gives new challenging performance that helps to bring new effective sources. Overall, study will
contribute the importance of E-commerce and their different drivers that affect the business
activities (Sarkis, Meade and Talluri, 2014). Overall, it brings new way of performing or
presenting the company product and services.
As per the observation or communication process, it has been seen that overall
respondents are majorly goes towards the favor of digital technology in the company structure.
Apart from that, it has been concluded that, respondents are highly impressed with the digital
transformation in the business goals. Overall, research outcomes are suggested to adopt e-
commerce transformation in the business activities.
M3
As per the outcomes of this research is that, number of respondents are positively reacted
towards the use of e-commerce in purchasing and selling. With the help of different research
tools and objectives, researcher accomplished the objectives or aim of the project. Survey
questionnaire and different methodology helps to get the proper result outcomes.
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D2
As per the research outcomes it showed both positive and negative effects on the overall
outcome results. As per the same outputs it has been observed that e-commerce gives positive
impact on the retail industry. Apart from this as per the same of them are suggested E-commerce
required cost and dependency on the functions.
On the basis of research survey and overall journey towards the goals, I got to learn new
set of skills and knowledge to handling the further business activities. This makes good impact
on my future development process. On the basis of recommendation, I need to motivate or
sustain my skills as long to get my final objective results.
LO 4
P6. Reflection on the effectiveness of methods used in research
The aim of the project was to analyze the effectiveness of e commerce and its different
aspects that can act beneficial enough for the achievement of business objectives of M&S. E
commerce plays a very important role in providing a sort of reliability and flexibility for
achieving various goals and targets (Kane, Palmer and Buckley, 2015). I was working in a group
of five people for a better and efficient gathering of data and information for the research. I
investigated for various methods that can be used for an appropriate collection of information.
When I started investigating, I got to know that there are two ways that can be used for gathering
the data. These two ways include primary and secondary method. I also got to know that primary
data is considered as that set of information which is being collected for the initial time. By
different means, primary data can be taken and some basic examples include focused groups,
interviews, surveys etc. Also, I realized that secondary way of gathering the information is
considered as a method in which the researcher can use the information that has been already
taken by some third person. It is not being collected for the first time by researcher. Instead, by
means of online sources, books etc., it can be taken and then used by the researcher. I got to
realize that there are various factors associated with e commerce that can prove helpful if
involved properly. On an overall basis, I think that e commerce will help M&S to attract a wide
range of customers (Oldham and Da Silva, 2015). It is because it will act as a feasible option for
the customers to shop. Therefore, by means of online retailing, I can actually consider that e
commerce will help M&S to achieve an increased rate of satisfied customers.
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Therefore, this can be classified as a better option to include. I was also able to
understand that there are various aspects related to research methodology of the project. When I
started analyzing the strategies, I got to know that there are two basic strategies, qualitative and
the quantitative. Qualitative one deals with the extraction of information by theoretical
frameworks whereas in quantitative, the same can be achieved by means of statistical or tabular
form. So, when I analyses both the qualitative and the quantitative, I realized that the information
about the impact of e commerce on operational activities of M&S will be easily collected by
means of primary data, that is by means of interviews and focused groups. It is because if we will
take the data from statistical means, such as through tables or internet, there might be a
possibility that the information gathered may be old and not suitable for the present research.
Therefore, I think that taking information from the means of primary data and making use of
qualitative strategy is considered to be the best and efficient option that can help in analyzing the
impact of various aspects of e commerce and its features on improving the business objectives of
M&S. Different themes have been also made covering the important objectives of the research.
So, an efficient amount of data has been collected in order to understand and analyze all the
objectives better (Hutchison and Woodward, 2014). Also, when I start analyzing, I realized that
there are various types of philosophies that can also be used in order to have a better distribution
of channels. So, on the basis of the requirements of the topic, interpretative can act suitable
enough. Therefore, out of all the approaches, Interpretivism has been used so that we can have
better impact of the different factors of e commerce on various business operations of M&S. So,
after analyzing the whole data collected, I realized that primary and secondary ways of collection
of the data. So, on the basis of flexibility, researcher can decide what to choose. This depends on
a variety of factors and then, on the basis of suitability, specific way can be chosen. On the basis
of our aim, which is to analyze the influence of e commerce and its various aspects on different
operations and functions of M&S. So, on an overall basis, I understood that with the help of
inductive approach, research approach has been used. I chose this approach because this can
help the researcher in analyzing all the factors impacting business operations of M&S. Therefore,
I think all the methods and ways used are beneficial enough for achieving the objectives of the
research.
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P7. Considering alternative methods that can be used
It can be further evaluated from the research that M&S can make involvement of e
commerce and its different aspects because it can actually help in attracting a wide variety of
customers, thus increasing their productivity rate. In the methodology section, I have chosen
inductive approach because I think that can act efficient enough for analyzing and understanding
the importance of e commerce and its various aspects in M&S. The objectives have been clearly
defining achieving the basic aim of analyzing the effectiveness and impact of e commerce in
M&S. Primary way of research has been used and it is well efficient because in this case. Using
secondary data can actually throw an influence on the suitability and quality of research.
Therefore, I think primary data can act suitable enough for achieving the targets and goals of
M&S. There are various factors that can be involved by M&S for a successful implementation of
the e commerce and its different factors. As it is obvious enough that the involvement of digital
technology will be new for employees as well, so the management of M&S should ensure to give
some time to the employees so that they can be able to understand the use of e commerce factors
such as websites etc.
With advent of digital transformations, it is high time that M&S must also shift to E-commerce.
This approach can enhance the operational region of M&S. With E-commerce it will be possible
for organization to stay connect with customers 24*7. Customers are always in need of easy,
convenient method which gives them the highest level of comfort. E-commerce will allow
customers to use products and services without going out of their comfort, just simply by a single
click. With E-commerce it is also easy for customer to interact and review about quality of
services. So this approach also brings a challenge for M&S to maintain the quality. Both good
and bad remarks can easily be highlighted. This instant reach to public also increases the brand
value and profits of M&S.
For implementing E-commerce M&S first needs to create a website and online portal.
This portal must have easy user interface as it will create the first impression in minds of
customers. This platform must describe the organization, its services and easy user interface so
that customers can buy online. M&S will require highly skilled technical team which will
monitor that website is working properly and users are not facing any difficulty. It is also
essential for M&S ensure the caber security in order to protect the sensitive information of its
customers. For carrying out these functions M&S need training sessions to provide training to its
20

team members. The organization must also use monitoring team so that all reviews, public
response, social media marketing can be reviewed and monitored. The E-commerce approach
will also reduce operational cost. But since M&S has to face great competition, it must strongly
maintain cyber security issues and product quality. Organization must also ensure that user could
easily interact with their e-commerce site it should not be complex which user find difficult to
use.
Also, the management should ensure to give training sessions to the employees because they
must not be aware of various ways that can be used for increasing the overall ratings of their
websites etc. Therefore, after some time, the employees will be able to understand and analyze
factors better (Hill, Betts and Gardner, 2015). Also, it will help them to understand all the
privacy concerns as well. Therefore, M&S can organize some training sessions in which they can
guide the employees about the use of websites, increasing the ratings of websites etc. BY these
means, M&S can be able to achieve various benefits associated with the e commerce. Also, they
can be able to achieve a better and improved rate of satisfaction of customers. When more
customers will stay satisfied, then there is a probability that it will tend to bring various benefits
in terms of productivity to the operations of company. Therefore, M&S can ensure to follow all
these factors so that they can be able to keep a balance maintained within various different
operations. This will also help them to achieve a higher rate of competitiveness in the market
place. Therefore, ensuring and considering these factors can actually term beneficial enough for
Marks and Spencer in achieving an efficiency in the overall operation ability rate.
M4 Critical reflection and insight that results in recommended actions for improvements and
future research considerations
There are different skills that I have developed through this research. Initiative it was
important for me to determine the aim and objectives so that appropriate steps can be taken to
complete the project. However, I was able to develop my skills in research in appropriate
manner. In accordance with the recommendation, it is essential that employees are provided with
training as it enables them to put on their full efforts to complete the activities stated by the firm.
There are many companies and countries in which similar type of research can be conducted.
Further, consideration can also be made for making use of different data collection method.
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D3 Reflection and engagement in the resource process leading to recommended actions for
future improvement
For future improvement, as per my perception management should conduct research so
that the taste and preferences of people can be identified. In accordance with the findings made
research should be conducted. Further, I think that use of new or updated technology should be
done so that customers can be satisfied.
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REFERENCES
Books and Journals
Agwu, E. and Murray, P. J., 2018. Empirical study of barriers to electronic commerce adoption
by Small and Medium scale businesses in Nigeria.
Archer, N. and Yuan, Y., 2014. Managing business-to-business relationships throughout the e-
commerce procurement life cycle. Internet Research. 10(5). pp.385-395.
Banner, M., 2018. Digital Presence and Transformation: The growing importance of digital
presence in today's business marketplace.
Burton, S. A. and Scheepers, C., 2017. Exploration into the Rise of Mobile Penetration in a
Developing E-commerce Market and its Impact on a South African Company. Journal of
Marketing and HR. 5(1). pp.259-283.
Chaffey, D., 2017. E-business and E-commerce Management: Strategy, Implementation and
Practice. Pearson Education.
DeFranco, A. L., Morosan, C. and Hua, N., 2017. Moderating the impact of e-commerce
expenses on financial performance in US upper upscale hotels: The role of property size.
Tourism Economics. 23(2). pp.429-447.
Grandon, E. E. and Pearson, J. M., 2014. Electronic commerce adoption: an empirical study of
small and medium US businesses. Information & management. 42(1). pp.197-216.
Gunasekaran, A. and et.al., 2002. E-commerce and its impact on operations management.
International journal of production economics. 75(1-2). pp.185-197.
Hill, R., Betts, L. R. and Gardner, S. E., 2015. Older adults’ experiences and perceptions of
digital technology:(Dis) empowerment, wellbeing, and inclusion. Computers in Human
Behavior. 48. pp.415-423.
Hutchison, A. and Woodward, L., 2014. A planning cycle for integrating digital technology into
literacy instruction. The Reading Teacher. 67(6). pp.455-464.
Joong-Kun Cho, J., Ozment, J. and Sink, H., 2018. Logistics capability, logistics outsourcing and
firm performance in an e-commerce market. International journal of physical distribution
& logistics management. 38(5). pp.336-359.
Kane, G. C., Palmer, D. and Buckley, N., 2015. Strategy, not technology, drives digital
transformation. MIT Sloan Management Review and Deloitte University Press, 14.
Manganello, J. and Strogatz, D., 2017. The relationship of health literacy with use of digital
technology for health information: implications for public health practice. Journal of
public health management and practice. 23(4). pp.380-387.
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