Evaluating M&S's Training and Development for Customer Satisfaction

This report analyzes the impact of training and development on customer satisfaction, specifically focusing on the Marks & Spencer (M&S) retail chain. The report examines key themes, including the features of products and services, the role of training in improving employee skills, and the impact of training programs on profits and productivity. It also explores how training helps satisfy customer needs and identifies effective methods for attracting individuals, such as economic incentives, discounts, and quality services. The analysis further delves into the preferred modes of training (on-the-job vs. off-the-job), major product elements (value services, quality), product rankings, and the necessity of training for workers. Data presented in the report appears to be gathered through surveys, offering insights into customer and employee perspectives on these critical areas. The report concludes by emphasizing the importance of training in enhancing customer satisfaction and overall business performance.

“To analyze the effectiveness
of training and development of
employees on customer's
satisfaction”.

INTRODUCTION
Human resources are known as one of the most important and
valuable assets of any enterprise, with materials, machines and
with all other resources nothing gets done without employees.
Effective execution of all business operations requires that staff
members learn to perform their all roles and jobs at a
satisfactory level.

Theme 1: Like the features of products
and service offer by M&S
Yes No
0
5
10
15
20
25

Theme 2: Activities of training and development helps
in improve employee's skills
Yes No
0
5
10
15
20
25
30

Theme 3: Training and development programmes
increase profits and productivity of firm
Yes No
0
5
10
15
20
25
30

Theme 4: Training and development help in better
satisfy the needs of its customers
Yes No
0
5
10
15
20
25
30

Theme 5: Method which should be use by M&S to
attract individuals
Economic cost Discounts CSR Quality services
0
2
4
6
8
10
12

Theme 6: Mode of training should be use
by M&S
On the job training Off the job training
0
5
10
15
20
25

Theme 7: Major element of products of
M&S
Value services Quality of its products
0
5
10
15
20
25
30

Theme 8: Rank to the products of M&S
Excellent Good Satisfactory Poor
0
2
4
6
8
10
12

Theme 9: M&S require to offer training to
its workers
Yes No
0
2
4
6
8
10
12
14
16

REFERENCES
Luo, X. and Homburg, C., 2013. May. Neglected outcomes
of customer satisfaction. American Marketing
Association.
Regis, R., 2008. Strategic Human Resource Management &
Development. Excel Books India.