Impact of Global Pandemic on Workplace Transformation in UK Retail Industry: A Study on Marks and Spencer

This research project examines the impact of Covid-19 on workplace transformation in the UK retail industry, with a case study on Marks and Spencer. It aims to determine the need for workplace transformation, benefits and challenges faced by the company, and ways to overcome them. The research uses a deductive and inductive method, with a survey strategy for data collection.

Research Project
(Impact of global pandemic in accelerating workplace
transformation within UK retail industry)

Table of Contents
Introduction......................................................................................................................................3
1.1 Research Aim and Rationale............................................................................................3
Rationale................................................................................................................................3
1.2 Research Questions..........................................................................................................3
1.3 Research Objectives.........................................................................................................4
1.4 Significance of the Research............................................................................................4
Chapter Two: Literature Review.....................................................................................................5
To determine the need of workplace transformation during pandemic within UK retail
industry...................................................................................................................................5
To examine the benefits availed by Marks and Spencer while accelerating workplace
transformation at the time of COVID 19 within business...................................................5
To discern the challenges faced by Marks and Spencer while undergoing the workplace
transformation during pandemic..........................................................................................7
To identify the ways through which Marks and Spencer can overcome the issues faced
while undergoing the workplace transformation.................................................................8
2.3 Conclusion........................................................................................................................9
3.1 Research Approach.........................................................................................................11
3.2 Research Strategy/Methods............................................................................................11
3.3 Research Methodology...................................................................................................11
3.4 Sampling.........................................................................................................................11
3.5 Ethical Implications........................................................................................................12
Frequency data analysis........................................................................................................13
Data interpretation -.......................................................................................................................15
Chapter Six: Conclusion, Recommendations and Implications for Further Research...................23
Appendix........................................................................................................................................25
Frequency data analysis........................................................................................................25
References......................................................................................................................................28

Introduction
The term workplace transformation is one of the crucial factors for all the industries as it is
closely related to the level of productivity (Anderson and et.al., 2021). Due to pandemic, the
companies had to face adverse issues in relation to the workplace transformation such as the way
the company works and t6he ways to interact with the workforce. The research will outline the
effect of Covid-19 in context of the workplace transformation mainly in the retail industry. The
chosen company for the research is Marks and Spencer which is a British multinational retail
company which is headquartered in London. The research will also demonstrate the preventive
measures in order to deal with issues faced during the time of Covid about the workplace
transformation (Annapurna and Murty, 2019).
1.1 Research Aim and Rationale
Research Aim
To identify the impact of global pandemic in accelerating workplace transformation within UK
retail industry. A Study on Marks and Spencer.
Rationale
The objective of this study is to access the role of workplace transformation mainly in the retail
industry. The purpose for choosing this topic is to recognize the ways through which the chosen
company can overcome the issues faced while undergoing the workplace transformation. In this
study, I will be able to know about the various issues or benefits which are availed by Marks and
Spencer while managing the workplace transformation during Covid-19. The learning experience
from the research will add more value to the goals in my life as I will be able to have in depth
understanding of the topic that is the impact of universal pandemic in affecting the workplace
transformation within UK retail industry (Holland and Brewster,2021). Workplace
transformation is considered to be essential to bring more success and growth in the coming
years. One of the main issues in the companies is to adopt new changes in the operations and
technology.
1.2 Research Questions
 What is the need of workplace transformation during pandemic within UK retail
industry?

 What are the benefits availed by Marks and Spencer while accelerating workplace
transformation at the time of COVID 19 within business?
 What are the challenges faced by Marks and Spencer while undergoing the workplace
transformation during pandemic?
 What are the ways through which Marks and Spencer can overcome the issues faced
while undergoing the workplace transformation?
1.3 Research Objectives
 To determine the need of workplace transformation during pandemic within UK retail
industry
 To examine the benefits availed by Marks and Spencer while accelerating workplace
transformation at the time of COVID 19 within business
 To discern the challenges faced by Marks and Spencer while undergoing the workplace
transformation during pandemic
 To identify the ways through which Marks and Spencer can overcome the issues faced
while undergoing the workplace transformation
1.4 Significance of the Research
In the present research, it will examine the requirement of the workplace transformation during
pandemic within UK retail industry. The findings of the research will rebound to present the gaps
that took place during Covid-19 in the company. The research will be used by the learners,
students and the researchers to convey the role of workplace transformation in the retail industry
(Junglas and et.al., 2022).

Chapter Two: Literature Review
To determine the need of workplace transformation during pandemic within UK retail
industry
According to Selimović, Pilav-Velić, and Krndžija, (2021), the organisation can redesign the
opportunity via the use of numerous digital tools and procedures thanks to digital transformation.
It is the incorporation of digital technology throughout all business sectors. Because it
completely alters how the business runs and accomplishes its many functions. Businesses
nowadays must gather customer data and develop a system that will track client journeys,
operations, finances, and opportunities. When employees interact effectively with the various
departments of the organisation, the degree of efficiency in the business can also be increased.
The degree of transparency in work, in teams, and in functioning is another important benefit of
digital transformation in the workplace. Because of this, businesses must use digital platforms if
they want to prosper. One of the reasons the business is lagging is because they are unable to
effectively utilise digital transformation at work (Kalatian, 2019).
Figure 1:How Data Centers and the Retail Industry Affect Each Other
To examine the benefits availed by Marks and Spencer while accelerating workplace
transformation at the time of COVID 19 within business

According to Rossette-Crake and Buckwalter (2022), the concept of digital transformation is
well known to have a significant impact on business and the IT environment, opening up new
options (Kane and et.al., 2021). According to the current context, digital transformation has
increased company performance. The economy and the entire society have undergone a digital
transformation as a result, and as a result, business operations have altered as a result of change
and advancement in the digitalization process. In order to offer a thorough introduction of the
role and long-term impacts of digitalization on the performance of the business, material on the
issue of digitalization will be covered in this chapter. The challenges will then be projected in the
section that follows, along with an explanation of the various technologies that the organisation
uses. Productivity is also crucial to the expansion of the business. The negative effects of
ineffective management will be felt by the company, and the bigger the company, the greater the
effects on operations. The entire operational cost would be decreased when productivity is
managed effectively. Because of this, the business will be able to sell its goods for less money
than its rivals. As can be seen, a company that is succeeding in its industry will be able to make a
greater contribution to improvement (Kim and et.al., 2021).
Additionally, the efficiency level and the compatibility of the personalities and skills of the
employees will both be enhanced. Additionally, productivity in the workplace is regarded as
crucial and may be achieved through streamlining numerous procedures, investing in knowledge
and innovation, and getting staff members to commit to enhancing the quality of their work. The
business will expand and prosper on its own due to the ideal mix and a well-defined plan Pataki-
(Bittó, F., 2021).

Figure 2:Workplace Transformation and the Changing Nature of Work
To discern the challenges faced by Marks and Spencer while undergoing the workplace
transformation during pandemic
As stated by Selimović, Pilav-Velić and Krndžija (2021), one of the primary problems facing
retail businesses is low productivity, which makes customers less engaged with the brand
(Koirala, J. and Acharya, S., 2020). The effectiveness of the production of products and services
is directly related to the level of productivity. In order to compete in the market, businesses today
are implementing new technology and methods. However, there are times when implementing
digitalization might be a difficult process due to a firm's lack of a solid set of strategies, which
are necessary to reach the intended company goals. The complexity of the technology can also be
a big problem for a business going through a digital transformation. In some instances, it is also
evident that staff members oppose the changes because they prefer carrying out tasks the old-
fashioned way. Additionally, the organisations lack the appropriate IT expertise needed to
achieve the digital transition, which calls for a team. That includes data migration, software
integration, cybersecurity, and many other topics. Additionally, since it is not a fundamental
investment, the businesses are responsible for all other costs in order for everything to be readily
controlled (Lester and Crawford–Lee, 2022).
The latest technology, which includes elements like social media, apps, and inventive
technologies, is becoming increasingly popular throughout the world. Their primary goal is to
improve people's quality of life because consumers prefer easy solutions to their problems. The
workplace must undergo a digital revolution as a result of its connections to the manufacturing,

healthcare, government, and retail sectors, among many others. Because of this, the primary goal
of the digital transformation is to improve the quality of the client experience by utilising
cutting-edge technology (Mariotti,Marino and Akhavan, 2021).
Figure 3: The next dawn in workforce transformation: What to expect in the ebb of COVID-19
To identify the ways through which Marks and Spencer can overcome the issues faced while
undergoing the workplace transformation
As stated by Eden and et.al., (2019), because there are various strategies that may be applied to
address problems while utilising workplace transformation. The primary issue identified in the
current study is that businesses had difficulties when undergoing workplace transformations
during COVID-19. It is acknowledged that the corporation encountered difficulties accepting a
variety of sophisticated technologies because of their remarkable abundance. Another issue is the
employees' resistance to the changes being made at the workplace (Mayer and et.al., 2022).
As can be observed, it is difficult to achieve the digital transformation due to a lack of a solid
plan and shifting client needs. Additionally, there are not enough professionals on the company's
personnel. Modern organisations choose to leave no stone unturned in their quest to advance the
firm and boost revenue. As a result, addressing and resolving corporate IT issues is not just an
option but also a need for aspiring CEOs and CXOs. The term of the day in the IT industry is
digital technology. All firms, large and small, should become digital enterprises as technology
advances. Organizations no longer need to "decide" to change; instead, they must figure out
"how" to do it. There are a number of issues that have been identified as potential barriers to

organisational productivity during the transition period, including organisational culture, a lack
of IT resources and management, a haziness surrounding the budget for the digital
transformation, a problem with agility, and digital security. A significant increase in efficiency is
one of the most significant advantages of integrating an ERP system into your business
operations (Meske, 2019). All of these advantages add up to much more creative business
procedures that conserve resources like time, money, and mineral wealth.
2.3 Conclusion
The topic of workplace transformation is one of the key ideas that the retail industries must
commit to, as can be inferred from the foregoing conclusion. It is also possible to define
workplace transformation as a way of conducting business that enables staff members to
contribute to the success of an organisation while still performing to the best of their abilities. In
order to achieve the greatest results, cutting-edge technologies are used in the workplace
transformation process (Yin, Wang and Liang, 2022). Additionally, COVID-19 is one of the
devastating events that has impacted businesses' operations and core business functions. Due to
COVID-19's acceleration of the need for workplace transformation in the organisation, the
current study focuses on detailed information on these effects. It also includes a variety of

difficulties that the entire organisation encountered when formulating workplace transformation
strategies during the global COVID-19 pandemic.

Chapter Three: Methodology
3.1 Research Approach
The method is classified as an inductive and deductive method. In order to evaluate, inspect, and
analyse recorded quantitative data, the investigator will use a deductive technique. It refers to a
deliberate technique that the researcher employs to more effectively test theories and hypotheses.
This research strategy is an economical technique that aids in a better understanding and analysis
of the data's contents. In order to better achieve the goals and objectives of the research, it will
also be helpful for the researcher to understand when a hypothesis is accepted and when it is
rejected (Ndlela and Madsbu, 2022).
3.2 Research Strategy/Methods
There are a number of methodologies, including: interview, survey, archival research, action
research, grounded theory, and so on. The survey for the current study will be chosen by the
researcher. The primary benefit of the survey strategy is that it aids in data collection by
contacting data sources (Nurhas, I., Aditya, B.R., Jacob, D.W. and Pawlowski, J.M., 2021).
3.3 Research Methodology
Research methodology refers to a group of methods used to manage and analyse data pertaining
to a topic. It enables the reader to assess the overall trustworthiness of the material. Numerous
data collection techniques, general observations, and statistical analysis are all included in the
process (Omerovic Smajlovic and Feng, 2022).
3.4 Sampling
Sampling is a method of gathering data from a large number of selected people. The two types of
sampling techniques are probability sampling and non-probability sampling. It refers to the
methods used to choose the sample from which the data must be gathered. Samples from the
entire populations are drawn in research methods. The researcher uses probability sampling in
the research that follows because it makes it possible to collect samples from an equal number of
managers. To pick the respondents for this sampling, random sampling is utilised. The
respondents who are chosen for the research receive equal and fair opportunity thanks to this
sampling technique. The researcher will concentrate on selecting probability sampling because it
aids in data collection using the random sample approach. For the purpose of gathering
information, 30 Marks & Spencer managers were chosen as respondents.

3.5 Ethical Implications
Each of the chosen applicants must sign a consent form in order to protect the research and the
ethical way it is performed. It is recognised for attesting to how eagerly the target is to participate
in the survey. The applicants' personal data will also be protected in accordance with data
protection rules. Ethical considerations are the procedures employed in research to guarantee that
the study is conducted ethically. Several ethical factors are included to ensure that the study
objectives are effectively met. In this study, informed consent is also essential to prevent
problems with the collecting of the key data. Individual perspectives are, however, ignored while
acquiring data using primary research methods. The phrase "ethics" is the most important part of
the research because it helps to do the research ethically. A few of the research ethics that must
be included in the study include offering participants rights to preserve their data, respecting all
participants, and obtaining informed consent. The ethical implications push the researchers to
accomplish the study's goals in a more systematic manner as a result. In order to fulfil the ethical
potential of the research, all participants who are recruited must sign a consent form. The Data
Protection Act will help to protect the candidates' personal information.

Chapter Four and Five: Findings and Discussion of Data Interpretation
Frequency data analysis
QUESTIONNAIRE Frequencies
Name:
Manger ID:
Gender:
Q1. Are you aware about the concept of workplace transformation in
the retail industry?
Frequency
(a) Yes 20
(b) No 10
Q2. What are the various ways to bring workplace transformation
which are available to the retail industry?
Frequency
(a) Skills and training 10
(b) New technology 10
(c) Better communication 10
Q3. What are the challenges faced by Marks and Spencer when it
brings transformation at workplace?
Frequency
(a) Resistance to change 15
(b)Limited resources 15
Q4. What are the major benefits of workplace transformation which
can be brought into the Marks and Spencer?
Frequency
(a) Better results 10
(b) Customer satisfaction 10
(c) Happy workforce 10
Q5. What is the primary reason for implementing workplace
transformation at the workplace?
Frequency
(a) Improved workstyle 14
(b) Employee’s involvement 6
(c)Innovative ideas 10
(d) All of the above 5

Q6. Are the employees able to accept the modifications due to
workplace transformation?
Frequency
(a) Yes 17
(b) No 12
(c) Can’t say 1
Q7. As per your view, how does Marks and Spencer mange
Workplace transformations at workplace?
Frequency
(a)By giving flexible work options 5
(b) By training the employees 10
(c) Communication 9
(d) By strengthening the policies 16
Q8. Were you satisfied with hotel in your experience during the
Covid?
Frequency
(a) Yes 20
(b)No 5
(c) Can’t Say 5
Q9. What are the recommendations to the Marks and Spencer for
further improving the workplace transformation process in retention
of employees within retail industry?
Frequency
(a) Improve employee engagement 10
(b) Creation of positive work culture 5
(c) Use of technology 5
Q10. How can the company improve your experience for the future in
relation to the workplace transformation?
Frequency
(a) By improving productivity 5
(b) By reducing mental stress 5
(c) By Increased customer engagement and satisfaction 20
Data interpretation -
Question 1: The concept of workplace transformation in the retail industry
Q1. Are you aware about the concept of workplace transformation in Frequency

the retail industry?
(a) Yes 20
(b) No 10
Interpretation: From the above information, it can be said that out of 30 respondents most of
the employees said that they are aware of the concept of the workplace transformation. Whereas
few of the managers have no idea about the concept of workplace transformation.
Question 2: Various ways to bring workplace transformation which are available to the retail
industry
Q2. What are the various ways to bring workplace transformation
which are available to the retail industry?
Frequency
(a) Skills and training 10
(b) New technology 10
(c) Better communication 10

Interpretation:
As there are numerous methods for bringing about workplace change that the retail sector might
use. About 10 said improved communication, new technology, 10 said improved skills and rset
of them said training.
Question 3: The challenges faced by Marks and Spencer when it brings transformation at
workplace
Q3. What are the challenges faced by Marks and Spencer when it
brings transformation at workplace?
Frequency
(a) Resistance to change 15
(b)Limited resources 15
Interpretation: The data gathered above shows that half portion of respondents said the main
difficulty the chosen company had to face was resistance to change. Whereas fifteen managers
said that due to limited resources was main issue while transforming the workplace.

Question 4 : The major benefits of workplace transformation which can be brought into the
Marks and Spencer
Q4. What are the major benefits of workplace transformation which
can be brought into the Marks and Spencer?
Frequency
(a) Better results 10
(b) Customer satisfaction 10
(c) Happy workforce 10
Interpretation: It is clear from the data gathered above that equal portion of participants believe
that the better results are the main advantages of workplace change that Marks & Spencer can
implement. Whereas ten choose customer satisfaction and ten said happy workforce.
Question 5: The primary reason for implementing workplace transformation at the workplace
Q5. What is the primary reason for implementing workplace
transformation at the workplace?
Frequency
(a) Improved workstyle 14
(b) Employee’s involvement 6
(c)Innovative ideas 10

Interpretation: Given the data available, it may be concluded that a sizable proportion of
respondents said that improved workstyle is one of the primary reasons for implementing
workplace transformation at the workplace. While 10 out of them said innovative ideas and rest
of the respondents said employee’s involvement.
Question 6: Employees able to accept the modifications due to workplace transformation
Q6. Are the employees able to accept the modifications due to
workplace transformation?
Frequency
(a) Yes 17
(b) No 12
(c) Can’t say 1

Interpretation: Based on the information presented in the table above, it was discovered that 17
persons had selected "yes." whereas 12 persons declined about the ability of the workforce to
adapt to changes brought on by workplace transformation.
Question 7: Marks and Spencer mange workplace transformation
Q7. As per your view, how does Marks and Spencer mange
Workplace transformations at workplace?
Frequency
(a)By giving flexible work options 5
(b) By training the employees 10
(c) Communication 9
(d) By strengthening the policies 6
Interpretation: As there are various ways in which Marks and Spencer manage workplace
changes that is why about 5 managers choose the way of giving flexible work options to the
employees for the better implementation of the transformation. While 10 said by providing
training the implementation can be done better and rest one chooses communication and by
making the policies stronger.
Question 8: Satisfied with hotel in your experience during the Covid
Q8. Were you satisfied with hotel in your experience during the
Covid?
Frequency
(a) Yes 20
(b)No 7
(c) Can’t Say 3

Interpretation: With the abovementioned information, it is clear that most responses were in the
favour of yes as they agreed to the statement. While only seven managers said no.
Question 9: Recommendations to the Marks and Spencer for further improving the workplace
transformation process during the time of pandemic
Q9. What are the recommendations to the Marks and Spencer for
further improving the workplace transformation process during the
time of pandemic?
Frequency
(a) Improve employee engagement 10
(b) Creation of positive work culture 5
(c) Use of technology 5

Interpretation: From the above graphical representation, it is being identified that out of 30
managers, 10 suggested to Marks and Spencer on how to enhance the pandemic-related
workplace transformation process even more by improving employee engagement. On the other
hand, rest of them said by establishing a supportive workplace culture and by making use of
technology.
Question 10: Company improves your experience for the future in relation to the workplace
transformation
Q10. How can the company improve your experience for the future in
relation to the workplace transformation?
Frequency
(a) By improving productivity 5
(b) By reducing mental stress 5
(c) By Increased customer engagement and satisfaction 20

Interpretation: The business can enhance the future experience in light of the workplace
transformation. The data obtained above leads to the conclusion that there are numerous ways
which can be used to improve the process of workplace transformation. Most of the managers
choose the option by increasing the customer engagement and satisfaction. While few of them
said by lowering mental stress and increasing satisfaction.

Chapter Six: Conclusion, Recommendations and Implications for Further
Research
From the above information it can be concluded that, in today’s world, the people are connected
with the help of digitalisation and mainly at the workplace they are able to connect between
various departments. Along with it, the retail industry must adopt and implement the workplace
transformation. Various preventive measures are suggested below to the managers of the Marks
and Spencer-
 The chosen company is required to make a proper budget for the allocation of the
various initiatives in the workplace transformation. Adopting major technologies allow
the company to transform its way of operating. The company is required to focus on the
change management and training the employees. Also, the management must make
build a healthy relation with the employees so that they will participate and interact in the
transformation at the workplace.
 To handle the tasks properly and put greater emphasis on work-based learning, it is
advised that the management of the chosen organisation use more contemporary
technologies, such as automation and cloud technology analytics. Along with the
aforementioned, the business must hire a diverse workforce from a number of cultural
backgrounds because doing so will enhance its ability to provide the best work-based
learning opportunities.
 Likewise, the business should concentrate on change management so that it may be used
to modernise and enhance the learning process. This will enable the business to create a
learning environment that combines the processes and technology that are considered to
be fundamental components of any organisation. To ensure that they can successfully
achieve change in the workplace and the industry, management should create an
organisational culture that encourages change and adaptability.
 Additionally, interacting with the staff is a crucial responsibility that may be
accomplished by using one-on-one meetings and feedbacks. They will be able to offer
themselves to the management in this way. The organisation will be able to achieve the
intended goal in the area of work-based learnings with the aid of effective
communication.

Appendix
Frequency data analysis
QUESTIONNAIRE Frequencies
Name:
Manger ID:
Gender:
Q1. Are you aware about the concept of workplace transformation in
the retail industry?
Frequency
(a) Yes 20
(b) No 10
Q2. What are the various ways to bring workplace transformation
which are available to the retail industry?
Frequency
(a) Skills and training 10
(b) New technology 10
(c) Better communication 10
Q3. What are the challenges faced by Marks and Spencer when it
brings transformation at workplace?
Frequency
(a) Resistance to change 15
(b)Limited resources 15
Q4.What are the major benefits of workplace transformation which
can be brought into the Marks and Spencer ?
Frequency
(a) Better results 10
(b) Customer satisfaction 10
(c) Happy workforce 10
Q5. What is the primary reason for implementing workplace
transformation at the workplace ?
Frequency
(a) Improved workstyle 14
(b) Employee’s involvement 6
(c)Innovative ideas 10
(d) All of the above 5

Q6. Are the employees able to accept the modifications due to
workplace transformation?
Frequency
(a) Yes 17
(b) No 12
(c) Can’t say 1
Q7. As per your view, how does Marks and Spencer mange
Workplace transformations at workplace?
Frequency
(a)By giving flexible work options 5
(b) By training the employees 10
(c) Communication 9
(d) By strengthening the policies 16
Q8.Were you satisfied with hotel in your experience during the
Covid ?
Frequency
(a) Yes 20
(b)No 5
(c) Can’t Say 5
Q9. What are the recommendations to the Marks and Spencer for
further improving the workplace transformation process in retention
of employees within retail industry ?
Frequency
(a) Improve employee engagement 10
(b) Creation of positive work culture 5
(c) Use of technology 5
Q10. How can the company improve your experience for the future in
relation to the workplace transformation ?
Frequency
(a) By improving productivity 5
(b) By reducing mental stress 5
(c) By Increased customer engagement and satisfaction 20

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