Digital Technology Implementation at Marks and Spencer

The provided assignment is a detailed analysis of digital technology implementation at Marks and Spencer. It involves answering questions about the use of digital technology in various departments, its impact on overall business operations, and whether it has improved communication within the organization. The assignment also asks how the efficiency of digital technology can be improved in M&S. The purpose of this assignment is likely to assess students' understanding of digital technology's role in modern business operations and its potential benefits.

The impact of digital technology
on business activity

TABLE OF CONTENTS
RESEARCH PROPOSAL...............................................................................................................1
LITERATURE REVIEW ...............................................................................................................1
METHODOLOGY : .......................................................................................................................6
ACTION PLAN : ............................................................................................................................6
RESEARCH PROJECT ................................................................................................................10
P3 Conduct primary and secondary research using appropriate methods for a business
research project that consider costs, access and ethical issues..................................................10
P4 and P5 Apply appropriate analytical tools to analyse research findings and data and
communicate research outcomes ..............................................................................................13
Introduction -.............................................................................................................................13
P6 Communicate research outcomes in an appropriate manner for the intended audience......24
P7 Consider alternative research methodologies and lessons learnt in view of the outcomes. 24
CONCLUSION:.............................................................................................................................24
REFERENCES:.............................................................................................................................26

RESEARCH PROPOSAL
Research Topic
Introduction
The impact of digital technology on different business operations and strategies
Technology has revolutionized the way of companies conduct business by enabling.
Digital technology became an essential part nowadays in order to hold business activities. Apart
from that, small business owners considered digital techniques in order to develop competitive
advantage. It will be more enlarging and productive matter of fact. The rise of information
technology has paved a way for various innovations' and digitization of information. Moreover,
it will be more challenging and imperative growth items. Present study will be based on digital
technology impact on a business activity. For that, research will take Mark & Spencer Company
will be taken into action. It is a big multinational retail store company in British market. This
research will be taken new area of growth through importance of online business has been
increased in more rapid manner. Along with that it will be more challenging and effective work
process. Information technology helps business in each department weather its is HR department,
Marketing, finance and operation department. Through advanced technology, a business activity
will get more influenced towards the stability in the market.
Information technology had a major impact on the business environment through various
resources such as data, IT, better communication, mobile technology, internet, business,
computer etc. All these technological gadgets enhance the opportunity or competitive advantage
of M&S. Present study will be based on impact of digital technology on M&S business activity.
For that, researcher will collect various data and information to present the best productive
outcomes. Along with that, it will be also present overall data analysis from the collection of
study. More apart, it will also explain data into deeper manner. Besides, scholar will also use
primary as well as secondary data for collecting resources. It has also been concluded about
various use of technology techniques and software through M&S can adopt and perform in more
rapid manner.

M&S is a big multinational retailer in British market. It will also help to enhance better
target goals. It will be more enlarging and growth-making target. It is the London stock market
listed company. Apart from that, it specialises in selling of clothing, home products and luxury
food products. This company was founded by Michael Marks and Thomas Spencer in Leeds in
1884. Retail Supermarket requires huge amount of advance technology in order to meet the
needs of customers. It spread in wide scope according to that they require more fasting process in
order to keep the interest of consumers with the company product and services.
M&S adopted digital technology and more information technology to implement fast
process in customer billing etc. Besides, they also provide online selling in order to provide
flexibility in the market. M&S is the top retail super market store among the others retailers who
provides the best quality of product and services in more advance manner. Technology has given
a huge impact on nature of products and services. Apart from that, it will be more enlarging and
huge impactful decision making approach to grab business decision-making approach. More
apart. Technological revolution is given big revolution on the business in terms of better speed,
effective quality, performance increment in employees and productive outcome results. Along
with that, by heavy market competition, the convergence of reality available internet services and
mass mobile devices. They provide M&S to get direct connect with their customers in more
advancing form. However, M&S took the greatest advantage of digital technology in the
business function. Apart from that, it will be more competitive and cost effective process to
dealing with the business activity.
Research Question
Q1. What are the technology on different business operations and strategies ?
Q2. What are the effects of digital technology impact on growth and development process ?
Q3. What are the impacts of social media on developing marketing strategies ?
Aim :
“The impact of digital technology on different business operations and strategies”. A case study
on Marks and Spencer.

Objectives:
 To identify use of technology has an impact on integration of different business
operations
 To analyse the effect of digital technology in growth and development of
business.
 To identify impact of social media on developing marketing strategies.
LITERATURE REVIEW
Impact of digital technology on business
According to Armstrong Kotler and Brennan, (2015), digital technology has
revolutionised the way we conduct business. Over the last decade, it has dramatically changed
traditional business model and transformed business activities. Digital impact has been providing
the better opportunity and growth for the new development. It also provides technological work
in more efficient manner. This enables the product to become more popular with the help of
digital techniques. Besides, according to Barrett, Davidson and Vargo, (2015) there are several
opportunities and growth through the better environmental growth. The main role of information
technology is rapid speed and involves high accuracy level. Through business can perform better
task. Digital technology has improving the enterprise performance and change the way of
performing the task according to Baumers, Dickens and Hague, (2016). According to better form
it has been given more challenging and growth-making target. According to Donnelly Simmons
and Fearne, (2015) recent digital technology helps to integrate the big data, the cloud, the
interpret the data into more effective manner. It has transformed the way of working and
enlarging the process of making good task performance better opportunity and growth. On the
contrary, digital technology has also increasing the dependency level on internet or on
technological system through role of manual system has been reduced. Along with that, it has
given a negative effect on the business activities according to Laudon and Laudon, (2016).
Information technology also giving threats of risk and high power of negative impact. More
apart, there are many challenges and growth task making process of doing better opportunity and
growth. Along with that, it will be more challenging growth oriented task in order to enhance

better opportunity task. Another most prominent advantage which company has taking while
using of digital technology. Such as reducing business costs, small business owners can use
technology to reduce business costs. M&S taking better or advancing technological growth in
making the better opportunity and growth. Digital technology has performed log task into shorter
manner and helps M&S to create secure environment for maintaining sensitive business or
consumer information. It will be more enlarging and best productive source of income through
company get better advancement growth. More apart, according to Oliveira, Thomas and
Espadanal, (2014) digital advance technology helps M&S to enhance the business
communication process through employees or customers can easily connected with each other
through various medium such as mobile system, internet, social media etc. better communication
can make better flow of information through new services has been made according to growth
channel. Business technology owners can automate back office functions, such as record
keeping, accounting and payroll in order to maintained the better opportunity and growth. More
apart, it will be more efficient in order to meet the needs of company objectives. Apart from that,
digital technology also includes some risk factor in order to safe the data, due to high piracy
someone can take the company data for wrongful manner. This might be give negative impact on
the business activities according to Piotrowicz and Cuthbertson, (2014). Apart from that, M&S
can store and keep the huge data in cloud computing. Cloud computing is the most common and
adopting source of information, in which company can maintained their huge data in one folder.
The concept of cloud computing is immensely popular and productive. Cloud computing is the
technology or software which helps to utilise the information technology to capitalise on its
ability to provide improved agility and time resource management. Besides, according to Van
Ark, (2016), they suggested cloud computing involves high dependency level in the functions
through company also get facing the high risk with huge data restoring. Along with that, it will
be more challenging and demanding nature of growth. Some organisations are not support cloud
computing process because of involvement of high risk. More apart, it will be more challenging
and highly changed environment. Another advantage of digital technology is its involved
automation of business processes according to Schor, (2016), according to them digital

technology does not require more resources to perform the task rather they required much time
for accomplishing the overall target market plans.
On the contract according to Schor, (2016) it has been suggested that, automation
process may reduce the role of employees due to which company might be facing low employee
motivation and less frequency level of performance. Apart from that it will be more challenging
and impactful process which company facing during their new technology development. Adding
one more pros of digital technology is that working remotely M&S can easily access their
company function through his mobile phones or through better impactful decision making
approach. It will be more enlarging process of making good task oriented goals. Working
remotely is the technology which provides ability to work in remote areas. It equips employees
with the ability to get the work done even if they are not physically present at the workplace.
Ability to perform the better task oriented goals which present better opportunity and growth in
terms to present the better task oriented goals. Digital technology has been given more advancing
and better opportunity growth for making good task oriented work and better performance level.
Work remotely will enhance the performance level of task oriented it also involves heavy
process of making good task oriented goals. Apart from that, remote control having more
benefits and scope in order to enhance the better opportunity.
According to the Armstrong Kotler and Brennan, (2015) digital technology mobile
technology has given huge impact on the business activities through company can easily connect
with their buyers. With the help of mobile technology, M&S can easily convey their message or
any new information or any other inundation in the company. Along with that, mobile
technology has been given great impact on the business activity. Mobile technology is most
flexible and convenient technology to pass the information. Mobile technology takes business
communication to a whole new level. M&S can easily convey their information with the help of
messaging or connect with the major objectives and growth. Along with that, it will be the more
flexible and enhancing process of doing the task in more productive manner. According to
Barrett, Davidson and Vargo, (2015), company always require to making the attractive message
and concept to make the good appearance in front of the customers. Besides, another digital
growth or techniques which gives better growth to the business environment that is protecting

information. Digital technology has been introduced techniques or software through company
can keep the data safe and secure. Every organisation having a mammoth database comprising
various information related to business transactions. Such kinds of information are valuable to
protect the data from hackers. Information technology also provides various variolous technique
and method to protect the data and provides right data and only share information to limited
assess. More apart, it will be given great impact on the business activity which gives better
environmental growth. On the contrary, sometimes due to competitors and rivalry firms data has
hacked by hackers, due to which they facing low profit margin and growth. According to
Baumers, Dickens and Hague, (2016), digital technology has been given better objective growth.
Moreover, another major goals and objectives of the company is that to make customer satisfied,
to impress their buyers M&S has to be technological friendly. Customer satisfaction is the most
required and essential for the organisation. Information technology provides the best productive
and productive growth factor to make better envelopment. Technology provides better tools to
providing tools and techniques for better communication process through they can easily convert
their message to the company. Along with that, in at present working scenario online platform
providing best and productive growth to customers. Along with that, another advantage of the
digital technology is management of resources technology has providing wide resources and
sources through company can easily make better environmental growth. Business has a variety of
resources through HR Department has easily made better strategy and growth. Digital
technology has been the most essential and profit making techniques. Through company can
easily. Which makes better target market goals. Digital technology has been the most required
these days which accomplish the business objectives and target market growth. It is the overall
target goals which provides best target goals in order to enhance the best productive market.
In today' s era digital technology is been highly used in business operations. It has
transformed the way of doing business that has helped in growth and expansion. According to
(Mian, Lamine and Fayolle, 2016) there has been a high rise in demand of technology in
business. It has changed traditional model to modern way of conducting business activities.
Digital technology has provided a vast number of opportunities for business to grow in different
markets. It has helped in earning high amount of profits and improving quality of services. As

per view of (Vigdor, Ladd and Martinez, 2014) there has been significant change in business
activities related to developing strategies. Also, it has been observed that due to integration of
activities communication between departments has been improved. It has created a smooth flow
of operations and enhanced productivity of business. As elucidated by (Newell and Marabelli,
2015) business is able to diversify its product portfolio by identifying customer needs. This has
increased their range in different markets. Along with this, digital technology has created a great
impact on core operations of business. It has enabled management to focus on other areas. As
said by (Loebbecke and Picot, 2015). using technology in administration has enabled in easy
sharing of information. The use of cloud computing has helped in storing of sensitive data
effectively. By having backup of data business is able to solve customer problems easily. Also, it
has helped in effectively maintaining customer relationship management. By this customer
satisfaction has increased resulting in retaining of customers.
(Kenney and Zysman, 2015) said that the use of social media in promoting of products
has provided ease to business. It has made it easy for them to attract a large number of people by
using single platform. Also, they are able to evaluate performance of marketing strategies by
tracking website data. Furthermore, marketing strategies are now been developed according to
change in technology. It has reduced cost and raise profits as marketing is done on social media
platforms. By building relationship with people in different markets business has expanded on
global scale. It has allowed companies to grow and develop. It is said by (Baumers, Dickens
and Hague, 2016) that advancement in mobile technology has connected people with business.
Moreover, due to this e commerce has emerged very rapidly. People can now purchase product
anytime, anywhere just be clicking. Internet has given many advantages to business. According
to (Aurigi, 2016) digital technology has provided flexibility in its structure. Every department is
connected with each other through a centralised system. This has also supported in integrating
various activities. Technology is used in storing and distributing products. There has been major
modifications in conducting operations. It has
As elucidated by (Archer, 2015) in various divisions' technology is used according to
their needs. Artificial intelligence is been very successfully used in production. It has driven
innovation of products. Besides this, the quality of products has improved resulting in growth.

The use of machines has turned into automation process. Minor changes in products is been
identified. This has enabled business to maintain their product standards. Due to this companies
have focused on producing high quality products. As per view of () demand in market is met by
manufacturing goods in large number. Also, diversified portfolio has created opportunities to
attract more people. Apart from this, data analytics technique has emerged allowing business to
collect and gather data relating to needs of people. Data is been kept confidential so that it can
not be hacked. Patents and copyrights are kept safe and secure from having authorised access.
Challenges of digital technology to business
As per (Mian, Lamine and Fayolle, 2016) in order to survive for long term in the
market business has to develop strategies. It does not help management in managing work but
also reduced time and cost. But there are many challenges associated with technology.
According to ( Vigdor, Ladd and Martinez, 2014) major challenge business is facing is
continuous advancement in technology. It has forced them to make changes in their operations.
This has lead to reduction in efficiency of business. Along with this, high funds is required for
implementing technologies and also maintaining them. It has increased expenses. Moreover,
another challenge is to reduce technical errors and malicious activities that can damage the entire
system. For this strong safety measures are implemented. It has also added to cost of using
digital technology.
METHODOLOGY :
 Quantitative research helps in uses numbers to test hypotheses and make predictions by
using measured amounts. This approach helps to define the statistical data process to
make clear goals. Besides, qualitative research tool helps collect facts and theory based
data by using survey, questionnaire tools or technique. Present study will be taken
qualitative research tool.
 Experiment and survey helps to define the selected variables for analysing study more
deeply manner. Such as present study will be taking questionnaire survey method to keep
the working conditions more effectively.
 Qualitative method technique with questionnaire method.

 Random sampling is a data collection technique in which every individual has given
equal opportunity to be selected into a sample. Besides, non random sampling method in
which every individual unit of the population has greater than zero probability selected
into a sample.
 Present study based on simple random sampling method.
ACTION PLAN :
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1
6
Formulation of research proposal
Preparing aim and objectives
Writing background research study
Assortment of suitable research
methodologies
Data collection by using primary and
secondary sources
Examination of the collected data
Interpretation of collected
information to generate expected
results
Conclusion and recommendations

Submission of draft report
Modifications as per the feedback
comments
Final Submission
RESEARCH PROJECT
P3 Conduct primary and secondary research using appropriate methods for a business research
project that consider costs, access and ethical issues
It is the main element that is used in conducting research. It is used by researcher to
analyse how research will be conducted by using different concepts. By taking help of various
concept researcher can examine its route as per the goals and objectives. With this researcher
finds suitable outcomes that helps in conducting research (Aurigi, 2016) It contains many
concepts of research strategy starting from approach to data analysis. Without determining
research methodology it is not possible for researcher to conduct research. It is because
methodology helps in easy analyses of information and data that will help in finding out the best
solution of research. It will make it easy for researcher to attain his or her goals of specific
research problem.
The research is being conducted by using several elements of research methodology
(Archer, 2015) It is a framework for a research project that describes what methods, philosophy,
etc. are used while conducting research. Here, researcher states about the methodology that is
been used by him or her in achieving their goals and objectives of study. For this research the
methodology used by researcher is described below :-
Research Philosophy:

It is a crucial element in research methodology that is included in thesis. It helps in
managing the nature and background of information of research. The influence of research
philosophy is on esteem and conviction (Newell and Marabelli, 2015) Generally, this theory is
build on exploring learning and nature. Research philosophy is of two types that are positivism
and interpritivism. It depends on researcher on which philosophy will be used by him or her.
Positivism is related to specific issues and certainties. It relies on facts and figures of study that
helps in accomplishing aims and objectives. On the other hand interpritivism is related to reality
of some ideas and speculations. The researcher has used positivism approached it will help
analysing the impact on changes in strategies and operations.
Research Approach:
It consists of steps that describes the entire process of data analysis. In this researcher
decides on which approach will be beneficial for him or her in study. In this enquiry is about
what research strategy will help in collecting appropriate data. It is useful in getting final result
of study (Loebbecke and Picot, 2015) Usually, there are two types of research approach that is
inductive and deductive. It depends on researcher on which approaches will be used by him or
her. Inductive approaches is related to subjective research and limits the extent of study. It is
very flexible approach as it helps researcher to modify course so study. This approach is less
used as it does not give effective results. Also, it is less organised. Whereas deductive approach
states that theory can be explored. Its process includes hypothesis, theory, perception, etc. this
approach is crucial type of legitimate thinking. In this researcher has used inductive approach. It
will help in analysing how digital technology has benefited business and its operations.
Research Design
This is another important concept in methodology. It shows that how overall research will
be done. This concept is used to break down the structure of surveying on any study. There are
two methods that is used in conducting research design (Kenney and Zysman, 2015) They are
descriptive and exploratory. Exploratory design is based on collecting more accurate data by
covering large area. It is based on exploring the specific study so that more knowledge and
information can be gained. This can distinguish the study of subject and information collected.

On other side descriptive design describes research as very brief and specific. It describes
characteristics of population that is being studied. It does not answer question of why, when and
how but gives outcomes on basis of study. For present research study, researcher will use
descriptive research design in order to describe the implications of digital technologies on daily
business operations of Marks and Spence.
Research Strategy:
It refers to plan through which researcher is able to attain his or her goals and objectives.
In order to get precise data, it is necessary for researcher to finalise what strategy will be used by
him or her. Usually, there are two main strategy that is used is qualitative and quantitative
(Baumers, Dickens and Hague, 2016). Qualitative is a process that gives results in depth. It
focuses on concept of why rather than what. It is related to human behaviour or phenomena.
Quantitative emphasis on giving statistical and numerical analysis of data through surveys,
questionnaire, etc. in this research, quantitative strategy is used that will give effective data.
Data Collection:
This is also another crucial part of methodology. In this it helps researcher in gathering
data about study. Without identifying data collection method it is very difficult for researcher to
collect and gather data. It can affect the overall results of research. Besides this, no specific data
will be collected (Mian, Lamine and Fayolle, 2016) Basically, there are two methods of
collecting data. These are primary and secondary methods. In primary data is collected for first
time by using various tools such as surveys, interviews, questionnaire, etc. these all helps in
collecting effective and accurate data. With this it becomes easy to analyse data. Now in
secondary method past or previous research data is collected. For this researcher can use
newspapers, articles, journals, etc. But it is difficult to make analysis of data. In present study
researcher will be using primary method for collecting data. This will be done by using
questionnaire that will be given to managers of Marks and Spencer.
Sampling:

Data sampling means how sample will be collected from population. For doing this a
small proportion is taken out from entire population (Vigdor, Ladd and Martinez, 2014). There
are different methods through data sampling is done. These are random, stratified, etc. for
present study sample will be managers that are working in Marks and Spencer at London. They
will be selected randomly and thus providing them questionnaire to fill.
Data Analysis:
This is the most important phase in researcher methodology. It is a process of analysing
and interpreting data so that effective results can be obtained. In this study researcher has used
the thematic analysis to interpret data. This will help in accomplishing aims and objectives of
study.
P4 and P5 Apply appropriate analytical tools to analyse research findings and data and
communicate research outcomes
Introduction -
Analysing research data is very important as it helps in getting the results of research
conducted. Here, researcher tries to explain meaning of data by analysing it in more precise
manner. Through this researcher discuss finding of data so that goals and objectives can be
accomplish. In this study, the data analysis of study is described below :-
Analysis of primary data
As it is stated earlier, questionnaire will be used in collecting primary data. For this 10
managers of Marks and Spencer company will be selected for filling questionnaire. In this close
ended questions will be there in questionnaire. Managers will be asked to fill those questions.
Besides this, data analysis will be done by using thematic concept. In this different themes will
be applied to interpret data. This will make it easy in analysing data in effective manner. The
analysis of primary data is described below :-
Theme 1 : Digital technology being used in Marks and Spencer

Q1. Is digital technology being used in Marks and Spencer? Frequency
Yes 6
No 3
Not Sure 1
Total 1
Interpretation: In a research conducted at Marks and Spencer. Researcher asked managers
regarding use of digital technology in organisation. The purpose was to know whether managers
were aware about use of digital technology or not. Therefore, by analysing questionnaire it was
identified that 6 managers out of 10 was aware about use of technology is organisation, while 3
of them were not aware.1 Manager was sure about this. Thus, from this it is can be analysed that
managers in firm Marks and Spencer was aware about use of digital technology. It helps in
enhancing the overall efficiency of business. Moreover, with this it business activities can be
integrated which is beneficial in managing resources.
Theme 2 : Department in which digital technology is being highly used
Yes No Not Sure
0
1
2
3
4
5
6
Frequency

Q- 2 In which department digital technology is being highly used in Marks
and Spencer?
Frequency
Human resource 2
Administration 3
Production 4
Distribution and Storage 1
Total 10
Interpretation- The researcher asked question in order to conduct research. In this he asked
managers regarding in which department digital technology is being used by Marks and Spencer.
Human resource Administration Production Distribution and Storage
0
0.5
1
1.5
2
2.5
3
3.5
4
Frequency

Thus, by analysing results it was observed that 2 managers said that in human resource
technology was used. 3 said that in administration it was used, 4 said in production department,
whereas 1 said that in distribution and storage. Thus, it can be analysed that in production
department technology was mostly used. It helps business in reducing cost and improve quality
of product.
Theme 3 : Impact it has on overall business operations in Marks and Spencer
Q-3 What impact does it have on overall business operations? Frequency
Positive 7
Negative 1
Neither positive nor negative 2
Total 10
Interpretation- Researcher conducted research study at Marks and Spencer in order to analyse
the impact of using digital technology on business operations. Hence, by evaluating the results it
Positive Negative Neither positive nor negative
0
1
2
3
4
5
6
7
Frequency

was identified that out of 10 managers 7 agreed that there was positive impact on operations
while 1 manager disagreed with it. 2 managers was not sure about whether there was positive or
negative impact on operations. Therefore, from this it is been analysed that managers agreed with
that digital technology was having positive impact on Marks and Spencer. It helped Marks and
Spencer to grow and develop in the market. They were able to generate more revenue.
Theme 4 : Organisation efficiency increased by using digital technology in Marks and
Spencer
Q- 4 Has organisation efficiency increased by using digital technology or
not?
Frequency
Yes 5
No 2
Not Sure 3
Total 10
Yes No Not Sure
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Frequency

Interpretation- Researcher in order to attain the aim and objective of the study conducted
research analysis at Marks and Spencer. It was done to know whether organisation efficiency has
increased or not by using digital technology. From the results obtained it was found that out of
10 managers. 5 managers agreed that business efficiency was increased whereas 2 managers
didn't agree with it. 3 managers were not sure if organisation efficiency has increased or not.
Thus, from this it is analysed that digital technology has been beneficial for Marks and Spencer.
It has increased their overall efficiency.
Theme 5 : Digital technology helped in growth and development in Marks and Spencer
Q- 5 Has Digital technology helped in growth and development of Marks and
Spencer or not ?
Frequency
Yes 6
No 2
Not Sure 2
Total 10
Yes
No
Not Sure

Interpretation- In a research conducted at Marks and Spencer. Researcher asked managers
regarding growth and development. By asking managers it was found that out of 10 managers, 6
of them agreed that firm has grown and developed by using digital technology. Whereas 2 of
them didn't agree. 2 managers were not sure about firm has grown due to use of digital
technology or not. Thus, it is concluded that Marks and Spencer has expanded their operations in
different markets.
Theme 6 : Digital techniques and tools have improved the customer satisfaction level
Q- 6 Do you think that implementation of digital techniques and tools have
improved the customer satisfaction level of Marks and Spencer?
Frequency
Strongly agree 2
Agree 4
Disagree 3
Strongly Disagree 1
Total 10
Strongly agree Agree Disagree Strongly Disagree
0
0.5
1
1.5
2
2.5
3
3.5
4
Frequency

Interpretation- Researcher conducted analysis at Marks and Spencer. In this question was asked
regarding digital tools has helped in increasing customer satisfaction level or not. By analysing
data it was found that out of 10 managers, 2 of them strongly agree with this, 4 of them only
agreed. On the contrary, 3 managers disagreed with this and 1 manager was strongly disagreed.
So from this it is analysed that customer satisfaction level has increased in firm by implementing
digital tools and techniques.
Theme 7: Technology that is mostly used in Marks and Spencer
Q- 7 Which technology is being mostly used in the firm? Frequency
Information systems 3
Centralised server 2
Website 5
Total 10
Interpretation- In a research conducted at Marks and Spencer. Researcher asked managers
regarding which technology was mostly used in Marks and Spencer. By analysing questionnaire
Information systems
Centralised server
Website

it was identified that 3 managers said information system was used, 2 said that centralised server
was used and 5 managers said that social media was used. Thus, from this it can be analysed that
Marks and Spencer was mostly using technology by developing websites.
Theme 8- Employees able to utilise this digital technology effectively
Q- 8 Are employees able to utilise this digital technology effectively or not ? Frequency
Strongly Agree 2
Agree 3
Disagree 3
Strongly Disagree 2
Total 10
Strongly Agree Agree Disagree Strongly Disagree
0
0.5
1
1.5
2
2.5
3
Frequency

Interpretation- Researcher in order to attain the aim and objective of the study conducted
research analysis at Marks and Spencer. A question was asked that employees are able to utilise
technology effectively or not. It was found that 2 manager strongly agreed , 3 only agree with
this. On other side 3 managers disagreed and 2 were strongly disagreed with this. Hence, it
analysed that employee needs training on how to use technology effectively.
Theme 9: Digital technology has improved communication in Marks and Spencer
Q- 9 Whether digital technology has improved communication in
organisation or not?
Frequency
Yes 8
No 1
Not Sure 1
Total 10

Interpretation- A research was conducted at Marks and Spencer. In this researcher asked
question regarding whether technology has improved communication in organisation or not. By
analysing data of questionnaire it was identified that out of 10 managers, 8 of them said yes it
has improved communication. Whereas 1 manager said no and 1 was not sure about this.
Therefore, from this it is interpreted that using digital technology has improved communication
in Marks and Spencer. It has resulted in better sharing of information and effective decision
taking.
Theme 10: Efficiency of digital technology can be improved in Marks and Spencer.
Q- 10 How efficiency of digital technology can be improved in Marks and
Spencer?
Frequency
Using a Mobile App 1
Implementing an ERP system 4
Utilising the CRM model 5
Total 10
Yes
No
Not Sure

Interpretation- in order to attain goals and objectives, researcher conducted research at Marks
and Spencer. In this question was asked regarding how efficiency of digital technology can be
improved in Marks and Spencer. By analysing questionnaire it was identified that 4 managers
were in favour of implementing ERP system, 5 were in favour of utilising CRM model and 1
manager said that using mobile app can be useful in improving efficiency of technology in
organisation. It helps in enhancing the overall efficiency of business. Moreover, with this it
business activities can be integrated which is beneficial in managing resources.
P6 Communicate research outcomes in an appropriate manner for the intended audience.
Digital technology has created a high impact in business activities. It has allowed
organisation to maintain their standards so that it can gain more competitive advantage in the
market. Apart from this, digital technology has provided ease to business. Products are promoted
by using social media. This has increase the range of business. On the contrary negative impact
of using technology is it has lead to increase in expenses of firm. Due to this companies have to
hire experts that can maintain efficiency of systems. Along with this, the rise in cyber crimes has
been a major concern for business. For this they have to implement strong security measures.
Using a Mobile App
Implementing an ERP system
Utilising the CRM model
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Frequency

This has added to cost of business. Besides this, cyber crimes has affected many organisations in
terms of finance. It has restricted companies to get more involved in using digital media.
P7 Consider alternative research methodologies and lessons learnt in view of the outcomes
There are several recommendations that business can follow and implement while using
digital technology in business. These are as follows :-
 First of all business should develop policies and procedures on how digital technology
will be used in business. It must consist of actions or measures that can be taken in case
of any violation.
 Employee must be given proper and effective training on how to use tools and
equipments. It will help in bringing efficiency among them that will enhance their
productivity.
 Changes must be made according to requirements so that managers can manage and
control business operations. Along with this, before implementing technology, pros and
cons must be evaluated. It will help in identifying weak areas so that it can be improved.
CONCLUSION:
From the research conducted, it is been concluded that technology has given advantage as
well as disadvantage to business. Along with growth and development it has increased expenses.
It is very important for business to monitor use of technology in operations. This will be helpful
in enhancing overall business operations. Also, by making changes in tools and methods
business can implement technology in effective way. Rather than negative impact technology has
given positive impact on business. The major impact is on developing strategies. It has allowed
business to use technology for developing effective plans. Apart from this, the way of marketing
products has been changed. By using social media large number of customer can be attracted.
This has become easy to identify their needs so that products can be produced accordingly.
Moreover, from research it is been analysed that communication between departments has
enhanced. Sharing of information is quick through which decisions are taken in proper time.

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Appendix
QUESTIONNAIRE
Q1. Is digital technology being used in Marks and Spencer?
 Yes
 No
 Not Sure
Q- 2 In which department digital technology is being highly used in Marks and Spencer?
 Human resource
 Administration
 Production
 Distribution and Storage
Q-3 What impact does it have on overall business operations?
 Positive
 Negative
 Neither Positive nor negative
Q- 4 Has organisation efficiency increased by using digital technology or not?
 Yes
 No
 Not Sure
Q- 5 Has Digital technology helped in growth and development of Marks and Spencer or not ?
 Yes
 No