A Study on the Impact of Artificial Intelligence on M&S Operations

This project examines the impact of Artificial Intelligence (AI) on the operational activities of Marks and Spencer (M&S). The study aims to analyze AI's influence, focusing on its effects on efficiency, automation, and employee awareness. The project includes a project management plan, research findings based on a survey of M&S employees, and a presentation of the results. The findings reveal that AI is widely used in M&S's operational department, leading to increased efficiency, automation, and employee satisfaction. The study also highlights the requirements for AI implementation, such as advanced machines, skilled employees, and specialist guidance. The conclusion emphasizes the positive impact of AI on M&S, while also acknowledging initial challenges and offering recommendations for future improvements. The project presents the data thematically, using charts to illustrate the impact of AI on various aspects of the business, including employee awareness, satisfaction, and willingness to recommend AI to other organizations.

Managing Successful Business
Project

Table of Contents
INTRODUCTION...........................................................................................................................1
BACK GROUND............................................................................................................................1
1. Aims and Objectives of project..........................................................................................1
2. an appropriate project management plan ...........................................................................1
3.Conduction of research .......................................................................................................3
4. findings and conclusions ..................................................................................................5
5.Presentation of the project ..................................................................................................7
6. Recommendations ...........................................................................................................19
REFERENCES..............................................................................................................................22

INTRODUCTION
Digital Technology has resulted into a boon for every organisation in order to provide an
effective and efficient productivity. It has made every complex procedures which are followed in
a company into simpler one. This technological platform has provided a wider scope to the
production level of a company and facilitates in the easy handling of every task associated with
any department. It is used in every department for several purposes. An effective productivity
has lead many firms to earn a great profitability as it is very crucial for providing a competitive
advantage to them and a great sustenance.
BACK GROUND
One of the most used digital technology is artificial intelligence which is mostly used in
operational activities of a company. Artificial intelligence is the process which includes making
the machine to develop an ability to think like a human being or have similar decision making
programming. All the operational activities which are followed in Marks and Spencer reduces
the manual work and made it more automated. But there are many aspects that employees are not
much aware of the benefits related to it as it is very important to make them realise the worth of
applying artificial intelligence in operations department.
1. Aims and Objectives of project
Aim-To analyse the Impact of Artificial intelligence on Operational activities of an
organisation: A study of Marks and Spencer.
Objectives-
 To acknowledge the impact of artificial intelligence on operational activities
 To minimise the complexity for accomplishing tasks
 To increase increase the productivity up to 5%
 To make employees aware regarding benefit of Artificial Intelligence
 To recommend and suggest various solution for the problems associated with the aim.
2. an appropriate project management plan
Project Management Plan is considered to be set of activities which are essential for the
effective completion of a project and are tended to be connected with each other. The scholar
will be provided guidance through this plan which will include the time factor that is needed to
be taken in concern for the management of time schedule in order to complete project on time.
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The incompletion of any activity on time can lead to failure of the project; therefore, it is very
important to complete every activity on given time period which increases the effectiveness of
the project.
It includes many activities such as preparing a structure for a research which is followed
by the setting up of appropriate objectives and aims to create a vision which will lead to provide
a direction for investigation; after this it is very important to collect every necessary background
information for better understanding; selecting various methodologies which are required for
facilitating a successful research is another essential step in the project management; along with
this suitable selection of methods that can be used for collecting data from several sources; these
information is needed to be interpreted in order to conclude some relative findings which would
be represented with a visual presentation for better understanding and amending it according to
the suggestion and also advices. Following is the plan which depicts the time frame of every
activity.
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Preparation of research proposal
for investigation
Setting aim and objectives
Developing understanding and
writing about background of topic
on which investigation has to be
executed
Mixture of suitable methodologies
for research
Selection of method for Data
collection
2

Data or information analysis
Representation of information
gathered to generate expected
outcome
Decision and making changes as
per the suggestion or advice
draft Submission
Final Submission of the report
3.Conduction of research
Research Methodologies
Research Philosophy- Investigator will use intepretivism philosophy by interpreting the
observed information which is gathered in which the researcher will study the scenario and will
make suitable conclusions(Goksoy, Ozsoy and Vayvay, 2012).
Research design- The research is descriptive as scholar will describe the scenario from
the topic chosen through conduction of survey (Johnson and Christensen, 2010). As investigator
will describe the impacts and related aspect of chosen research problem.
Research approach- Mixed research approach will be taken by scholar for conducting
investigation.
Methods for Data collection- The research which will be done is primary research in
which questionnaire will be made by the scholar in order to get acknowledged regarding the
impact of artificial intelligence on operational activities of Marks and Spencer by making it
filled by employees in order to gather information regarding the research (Kane, Palmer and
Buckley, 2015).
Data analysis – Thematic analysis will be taken for analysing the data.
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Sampling - The sample number will be taken 20 which will lead to provide the
information regarding whole population and it will be done on random basis (Flick, 2015).
Following is the questionnaire which is made for conducting the survey on awareness for
impacts that are created by artificial intelligence on operation department.
Questionnaire
1.Which digital technology do you use for operational department of your company?
Artificial Intelligence
Social Media techniques
Cloud Computing
All of the above
2.Are you aware regarding the benefit from artificial intelligence?
Yes
No
3. How this technology has impacted the operational department?
Increased the efficiency
Maximised Automation
Less Complexity
All of the above
4. What were the requirements needed for implementing the particular technology?
Advanced Machines
Skilled Employees
Guidance from Specialist
All of the above
5. Are you satisfied with the implementation of this advanced technology ?
Yes
No
6.How it has impacted the company overall?
Positive Impact
Negative Impact
No Impact
7. What problems does organisation faced while initially adopting this technology?
4

Employee's resistance
Lack of knowledge
Poor technical skills
All of the above
8. What features of Digital technology you have adopted in operations?
Biometric Security
Voice Recognition
Real Time Universal Recognition
All of the above
9. Does the output satisfies you?
Yes
No
10. Apart from present technology are you willing to implement some more on another
departments?
Sure
Not Sure
11. How you are preparing yourself to manage advanced technologies in processing?
Regular Training
Internet learning
Self practising
12.Would you recommend this concept of applying digital technology on business?
Yes
No
May be
4. findings and conclusions
Findings
 According to the analysis it has been concluded that 65 percent of total respondents says
that artificial intelligence is used for operational department in Marks and Spencer. They
are also focussing on other technologies too for future implementation.
5

 Almost 85 percent of respondents are aware of every benefit regarding the
implementation of artificial intelligence as it has been acknowledged that this has to lead
to change their perception regarding any new technology.
 40 percent of total sample agrees on the fact that this technology has lead to increase their
working efficiency, maximised their automation and made their working process less
complexed. This has made them more technologically updated which is very fruitful for
their career development.
 It has been interpreted that 35 percent of employees thinks that there are many
requirements which are associated with implementation of AI such as needs of advanced
machines, skilled employees and special guidance from specialist. As it is very necessary
to achieve all remarked points before bringing any change in a company.
 85 percent of Marks and Spencer's employees are satisfied with implementing artificial
intelligence in their business. As it has proven to be more beneficial as compared to
before.
 This digital technology has lead to impact positively on M&S as agreed by 70 percent of
total respondents.
 According to 55 percent of employees, resistance created by workers was the major
problem which was faced by company initially. This was majorly due to unawareness of
all the aspect regarding it.
 Half of the human resource has depicted that many features of AI such as Biometric
Security, Voice Recognition, real time universal recognition has been used in activities
for making it much better. These features has made every operation to be very advanced
and made it more simpler to work more than normal capability.
 90 percent of employees are satisfied with the output which is obtained as it has
maximised the quality of result from provided input.
 Almost 80 percent respondents are sure for implementing this technology in other
department also.
 It has been interpreted that workers has prepared themselves for using advanced
technology through regular training. Almost 70 percent employees recommends to other companies to apply digital
technology on their business activities.
6

Conclusion
It has been concluded that Marks and Spencer has focused on improving their business
activities by increasing its effectiveness and efficiency.
 Therefore, to gain these aspects they have implemented digital technologies in their
various departments. But specially in Operations they have adopted artificial intelligence
which has lead them to provide various advantages such as reduction in manual work
while more focusing on automation, it has lead to reduce complex nature of processes,
efficiency has been increased effectively.
 The best part of the organisation is that every employee is aware of all benefits which
they can derived from applying this technology.
 For success application of AI, there are some special requirements such as need of
advanced machines, developing technological skills of employees as well as guidance
from appointed specialist. There is a complete satisfaction among workers regarding this
advanced technology. Some of the problems which were faced at initial phase of adopting
artificial intelligence in task were reluctance of employees for accepting this change,
lack of knowledge was also other type of issue which emerged in organisation and poor
technical skills made them much obsolete to use this advance feature in public.
 Management of Marks and Spencer has observe a positive impact on company and their
operation department has become more technologically updated. There are many
features of artificial intelligence which has been implemented in the task such as
Biometric systems for security purpose, voice and real time transaction recognition.
 Employees has taken vigorous trainings regularly, has learned through internet and has
concentrated on self practice for gaining command over these AI features to make their
performance much better and efficient. Also, company is completely in favour of
recommending other firms, the concept of adopting this technology in their business
activities for making their performance much better.
5.Presentation of the project
The project is based on the thematic representation of the analysis which is obtained from
filled questionnaire of respondents.
Theme 1 : Artificial Intelligence is used by Operational Department of Marks and Spencer
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1.Which digital technology do you use for operational department
of your company?
Number of
Respondents
Percent
Share
Artificial Intelligence 13 65.00%
Social Media techniques 2 10.00%
Cloud Computing 3 15.00%
All of the above 2 10.00%
Total 20 100.00%
Theme 2: Employees of M&S are aware of every benefits from Artificial Intelligence in
their business
2.Are you aware regarding the benefit from artificial intelligence?
Number of
Respondents
Percent
Share
Yes 17 85.00%
No 3 15.00%
8
Artificial Intelligence
Social Media techniques
Cloud Computing
All of the above
0
2
4
6
8
10
12
14
Number of Respondents
Percent Share

Total 20 100.00%
Theme 3: AI has impacted their business in many ways such as increasing their efficiency,
maximising automation and less complexity in performing every task in the department
3. How this technology has impacted the operational department?
Number of
Respondents
Percent
Share
Increased the efficiency 5 25.00%
Maximised Automation 4 20.00%
Less Complexity 3 15.00%
All of the above 8 40.00%
Total 20 100.00%
9
Yes No
0
2
4
6
8
10
12
14
16
18
Number of Respondents
Percent Share

Theme 4: There were many requirements which were needed by Marks and Spencer
while implementing Artificial Intelligence which were advanced machines, skilled
candidates and guidance from specialist.
4. What were the requirements needed for implementing the
particular technology?
Number of
Respondents Percent Share
Advanced Machines 3 15.00%
Skilled Employees 4 20.00%
Guidance from Specialist 6 30.00%
All of the above 7 35.00%
Total 20 100.00%
10
Increased the efficiency
Maximised Automation
Less Complexity
All of the above
0
1
2
3
4
5
6
7
8
Number of Respondents
Percent Share

Theme 5 : Management and workers are satisfied with the implementation of AI in their
operations department.
Are you satisfied with the implementation of this advanced
technology ?
Number of
Respondents Percent Share
Yes 17 85.00%
No 3 15.00%
Total 20 100.00%
11
Advanced Machines
Skilled Employees
Guidance from Specialist
All of the above
0
1
2
3
4
5
6
7
Number of Respondents
Percent Share

Theme 6: It has lead a positive impact on the operations segment of Marks and Spencer
6.How it has impacted the company overall?
Number of
Respondents
Percent
Share
Positive Impact 14 70.00%
Negative Impact 2 10.00%
No Impact 4 20.00%
Total 20 100.00%
12
Yes No
0
2
4
6
8
10
12
14
16
18
Number of Respondents
Percent Share

Theme 7 : The major problem which M&S faced in their initial phase of implementing AI
was resistance of Employee towards the change
7. What problems does organisation faced while initially adopting
this technology?
Number of
Respondents
Percent
Share
Employee's resistance 11 55.00%
Lack of knowledge 5 25.00%
Poor technical skills 3 15.00%
All of the above 1 5.00%
Total 20 100.00%
13
Positive Impact Negative Impact No Impact
0
2
4
6
8
10
12
14
Number of Respondents
Percent Share

Theme 8 : There are many features of Artificial Intelligence which is used in their
operational department such as Biometric Security, Voice Recognition and Real Time
Universal Recognition.
8. What features of Digital technology you have adopted in
operations?
Number of
Respondents
Percent
Share
Biometric Security 3 15.00%
Voice Recognition 5 25.00%
Real Time Universal Recognition 2 10.00%
All of the above 10 50.00%
Total 20 100.00%
14
Employee's resistance
Lack of knowledge
Poor technical skills
All of the above
0
2
4
6
8
10
12
Number of Respondents
Percent Share

Theme 9 : Management and employees are completely satisfied with the output that is
gained by implying AI in business activities.
9. Does the output satisfies you?
Number of
Respondents Percent Share
Yes 18 90.00%
No 2 10.00%
Total 20 100.00%
15
Biometric Security
Voice Recognition
Real Time Universal Recognition
All of the above
0
1
2
3
4
5
6
7
8
9
10
Number of Respondents
Percent Share

Theme 10 : Marks and Spencer is sure about implementing Digital Technology in other
departments also.
10. Apart from present technology are you willing to implement
some more on another departments?
Number of
Respondents
Percent
Share
Sure 16 80.00%
Not Sure 4 20.00%
Total 20 100.00%
16
Yes No
0
2
4
6
8
10
12
14
16
18
Number of Respondents
Percent Share

Theme 11: Employees have prepared themselves for using advanced technologies through
taking regular trainings.
11. How you are preparing yourself to manage advanced technologies
in processing?
Number of
Respondents
Percent
Share
Regular Training 15 75.00%
Internet learning 2 10.00%
Self practising 3 15.00%
Total 20 100.00%
17
Sure Not Sure
0
2
4
6
8
10
12
14
16
Number of Respondents
Percent Share

Theme 12 : Management and employees are interested to recommend other organisation to
adopt Sacrificial Intelligence I their business activities.
12.Would you recommend this concept of applying digital
technology on business?
Number of
Respondents
Percent
Share
Yes 14 70.00%
No 2 10.00%
May be 4 20.00%
Total 20 100.00%
18
Regular Training Internet learning Self practising
0
2
4
6
8
10
12
14
16
Number of Respondents
Percent Share

6. Recommendations
Following are the recommendations which Marks and Spencer should apply for effective
results in their Operational Department.
 An induction meeting should be arranged before implementing any change so that
employees can get aware regarding its benefit and disadvantages that would lead to
develop a positive perception towards it. Awareness creation is very essential in every
department that avoids any type of behavioural hindrance for accepting that change for a
better cause.
 Some measures should be implemented before applying artificial intelligence such as
workers must be provided proper training to make them familiar to use it properly. They
must be appointed special experts so that they can get well practised.
 Specialist must be appointed in order to determine the advantages and disadvantages of
various digital technologies which must be implied in an organisation or not. They tends
to provide the complete analysis of every advanced technology and determining their
every aspects such as cost, time, complexity, reliability etc.
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Yes No May be
0
2
4
6
8
10
12
14
Number of Respondents
Percent Share

 Firm should be acknowledged related to present advanced new features in market which
can lead them to apply in their several departmental activities which would surely
provide them advantages over obsolete techniques.
 Proper feedback should be taken regularly after particular time from employees in order
to analyse the success of implementing AI in all processes of operations that will result in
providing its negative and positive aspects as well as gaps for further improvement.
 Sample testing shall be performed before adoption of any digital technology in the
business activities to observe its impact on the performance whether it is providing the
expected result or not.
7. Performance Review
With this report, I have generalised many key points which are very necessary to get
acknowledged as it can provide immense success in formulating a structured plan for several
business activities. I have analysed that artificial intelligence has a positive impact on the
business activities of operational department. There were many advantages which were provided
by this new and advanced technology such as the efficiency of completing task has been
increased and apart from this complex nature has been reduced which has made the work more
automated by eliminating manual work. This has lead to maximised the productivity of the
company and has made improved performance of result which is much better and provides
satisfaction as desired by every management for earning great profitability. It has also been
observe that for bringing up a particular change in an organisation one needs to make it familiar
to other employees regarding its benefits and disadvantages they can get by implementing it in
their work. Employee is an important part of every organisation, he must be trained well in order
to support the decision of transformation in a business activity. Motivating them has an
equivalent role as it lead to prepare workers for adapting the change successfully by making
themselves prepared by attending various training session, learning from available resources
through internet and making them practising on their own for handling it more effectively.
Also, many new features such as Biometric security is very much required in operational
work which requires a tight security not just based on manual passwords. Unique Biological
feature of a human is the best password which no one can hack. Apart from this, voice
recognition system has lead to made machines work automatically that has made their work to be
reduced effortlessly and has resulted in increasing the quality and the productivity of n
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organisation. Apart from these it is very necessary to get prepared with the dynamic changes in
external surroundings as one has to cope up with every aspect so that the effectiveness and
efficiency of a business remains present for a good reason as it will lead to make their sustenance
more easier and would lead to provide a desired result. This can be a boon for companies to earn
a good reputation in market that leads to increase their sales as well as consumer base.
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REFERENCES
Books and Journals
Kane, G.C., Palmer, D., and Buckley, N., 2015. Strategy, not technology, drives digital
transformation. MIT Sloan Management Review and Deloitte University Press. 14.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Goksoy, A., Ozsoy, B. and Vayvay, O., 2012. Business process reengineering: strategic tool for
managing organizational change an application in a multinational company. International
Journal of Business and Management. 7(2). pp.89.
Johnson, B. and Christensen, L., 2010. Educational Research: Quantitative, Qualitative, and
Mixed Approaches. UK: SAGE.
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