Comprehensive HRM Report: M&S, Recruitment, and Employee Relations

This report delves into the realm of Human Resource Management (HRM), exploring its core functions, objectives, and strategic importance within organizations. The report uses Marks & Spencer (M&S) as a case study to illustrate HRM concepts, starting with the fundamental purposes and functions of HRM, including internal employee engagement, cultural sensitivity, and the managerial, operative, and advisory roles within an organization. It then analyzes various recruitment and selection approaches, comparing internal and external methods, along with their strengths and weaknesses. The report further elucidates the benefits of HRM practices for both employers and employees, such as conflict resolution, training and development, and information resources. It examines the impact of HRM activities on productivity and profitability, the significance of employee relations in decision-making, and the influence of employment legislation on HRM. Finally, the report applies HRM practices in a work-related context, providing practical examples and insights into the real-world application of HRM principles.

Human Resource
Management
Table of Contents

INTRODUCTION.......................................................................................................................................4
Company’s Background..........................................................................................................................4
P1 What are purpose and functions of HRM...........................................................................................5
P2 Elucidate the strengths and weaknesses of various approaches to recruitment and selection.............6
P3 Explicate the benefits of HRM practices for employer and employee................................................8
P4 Impact of HRM activities on different factors..................................................................................10
P5 Importance of employee relation......................................................................................................11
P6 Key elements of employment legislation and their impact it has on HRM decision making............12
P7 Application of HRM practices in work related context....................................................................13
CONCLUSION.........................................................................................................................................17
REFERENCES..............................................................................................................................................18
INTRODUCTION
Human resource management refers to area of management which is started off with
strategic approach to trenchant utilization of resources as well as planned workforce by which
they can acquire competitive vantage and attain targets & goals in appropriate manner
(Armstrong and Taylor, 2014). Within organization, HRM acts as a source to realistic

opportunities and attain strength. Human resource management is defined as process of
managing workforce within organization which comprises of operations like hiring, training,
development, motivating and dismissal employees. This process is formulated to make the most
of employee performance in order to attain employer’s strategic objectives. HR is basically
concerned with people’s management within organization and focus is on system as well as
policies.
This report is based on Marks & Spencer Plc which is one of the most leading
multinational retailers who deals in luxury, food, home care products and luxury goods. This
report is carried out to attain an imminent into human resource management. This report
comprises of different purpose and functions of HRM. Furthermore, it includes various
recruitment and selection methods along with their advantages and disadvantages. It also
explicates various HRM practices within organization with their benefits for both employee and
employer. Apart from this, efficacy of those practices is analyzed with respect to productivity
and profitability. Importance of employee relation in context of decision making is analyses and
key elements of employment legislation along with their impact are identified. At last
applications of HRM practices are illustrated by making use of certain examples.
Company’s Background
Marks & Spencer (M&S) was founded in 1884 by Michael Marks and Thomas Spencer.
It is headquartered in Westminster, London United Kingdom. It is a British multinational retailer
who sells home products, luxury food and clothes (M&S to lose its decades long status as the
number one clothing retailer to Primark, 2019).

Figure 1 Market Share
They have around 80,787 employees. M&S has agreed to disburse £750m to obtain a
50% of share in Ocado’s UK retail business. 80% of will come from selling new shares to their
investors. There net income is around £ 29.1m with revenue of nearby £10.7 billion and
approximately £670.6m operating income. It is a part of FTSE 100 Index and listed on London
Stock Exchange
P1 What are purpose and functions of HRM.
Purpose of HRM: Human resource management is an effective process which assists in
development of employees work related with experience, skills and knowledge from their work.
It also helps employees and employers to mutually work by which performance can be
improvised and organizational objectives and goals can be attained (Briscoe, Tarique and
Schuler, 2012).
 Internal employee’s engagement: HRM works for enhancing the effectiveness of
performance of employees to enhance the quality of working criteria. The management of

M&S implements various policies for securing rights of their employees and also
provides them with retraining by which there skills can be enhanced.
 Cultural sensitivity: It is the duty of human resource management to preserve the cultural
awareness among employees within the organization. By this can employees can respond
and behave in appropriate manner within premises (Purpose of Human Resource
Management, 2018). Manager of M&S carry out sessions for the same and organize get
together by which they can know each other and get comfortable which will lead them to
accomplish their work without any kind of trouble.
Functions of HRM: Human resource function plays critical role within overall performance
of organization. These functions are applied in process of selection, recruitment, hiring,
maintenance, development and compensation (Bratton and Gold, 2017). Basically these
functions are divided into three, they are provided below:
 Managerial function: This function HRM comprises planning of formulation of
organizational goals and objectives. In this procedures and policies are defined for
attaining goals. The other function is to design and develop the structure of organization.
This includes positions and activities which will be performed by employees, allocation
of tasks and assigning responsibilities. The function of HRM is to direct the employees
by having the appropriate planning. Controlling is apprehension of activities according to
predefined plans which assist in accomplishment of goals. An example can be taken to
understand this, within M&S HRM is responsible for formulating goals and make sure
that employees are given duties as per their skills (Brewster and Hegewisch, 2017).
 Operative function: This includes recruitment, training & development, compensation
& benefits, professional development, performance appraisal and ensuring legal
compliance. These are the basic functions of HR and also the core responsibilities. HR is
responsible for recruiting the workforce who possesses the mandatory skills for the
specified position. Like within M&S HR provides performance appraisal to employees
who excel in their tasks.
 Advisory function: This includes advice from top management and departmental head.
HR manager is specialist in their field, thereby assists management to devise procedures
and policies (Chelladurai and Kerwin, 2017). Apart from this, they can also suggest about

giving appraisal if it seems apt. Furthermore, they advise the departmental heads on
policies which are associated with job description, recruitment and selection. Like within
M&S, if HR feels that the specific person is putting their all efforts to accomplish their
goals then , they can suggest to management that appraisals must be given to them so that
they can be motivated to work harder.
P2 Elucidate the strengths and weaknesses of various approaches to recruitment and selection
Recruitment refers to process of thorough, potential candidates, stimulating and motivating
them so that they can apply for the specific job role. It is engaged method which looks forwards
for suitable candidate by giving advertisement in journals, magazines and newspaper and
employment websites (Alfes and et. al., 2013). It comprises of both internal as well as external
sources of recruitment. After carrying out recruitment, selection is another process in which
candidate is evaluated with respect to attitude, aptitude, personality, analytics, behaviour and
many others. With respect to M&S, it is essential to acknowledge the strengths and weaknesses
of both of these processes. The below shown is the process as per which alterations can be done
with respect to future perspectives. They are illustrated below:
Recruitment: This process is defined as inspiring the candidates to apply for a precise
job role for which the vacancies have been occurred. The internal and external recruitment
processes are mentioned below:
Internal recruitment: It comprises of recruitment of candidates from within the
organisation means those who are active part. This is entirely based on seniority as well as merit
basis (Buller and McEvoy, 2012). With respect to M&S they can hire appropriate candidate from
the workforce by promoting or transferring them. It has certain strengths and weaknesses, they
are specified below:
Strength: They denote the best which they can render:
Saving time and cost: In this case employees are recruited from internal sources by
providing them higher references and opportunities. This process saves a lot of time and cost
which is involved in the process of recruitment and selection (Jiang and et. al., 2012).

Less risky: This process is protected as well as less risky. In this case the employee is
promoted on the basis of past experience and their contribution with respect to taking
organisation into new heights. This means that in this case M&S do not need to hire any
employee from external sources. Hence they can have better result as they already know the
working structure as well as environment.
Motivation: By giving employees a chance to apply for higher post they feel valued and
motivated to perform their responsibilities in appropriate manner. By this affirmative impact is
created on employees.
Weaknesses:
Limited excess to employee: In this sources of recruitment are only limited as
employees are from within only. This lead to restrictions in skills, talent and knowledge; this
creates less innovative methods and techniques through which they can render services. This will
also lead to minimized skilled employees (Renwick, Redman and Maguire, 2013).
External recruitment: It is engaged in the process of hiring suitable and probable
candidates from outside the organisation. In this case M&S can opt for hiring employees from
outside sources like newspaper advertisements, recruitment agencies, employee referrals,
employment agencies, campus placement, other companies, job fair and many others. It will be
valuable for M&S to acquire and hire most talented as well as skilled employees within their
organization (Purce, 2014). This process also furnishes various strengths and weaknesses, some
of them are mentioned below:
Strength:
Wide range of candidate: There are large numbers of individuals who are available for
peculiar job or designation, in this case. The employer makes use of this technique to hire
individuals from outside sources like campus placements, employee referrals, employment
agencies, etc. By this method organisation can have well equipped, talented and skilled
employees (Jackson, Schuler and Jia Purpose of Human Resource Management. 2018).
Weaknesses:

Cost and time consuming: This is one of the most crucial as well as time consuming
sources of recruitment. In this M&S is obligatory to acquire gigantic cost in advertisement in
magazines, employment agencies, journals, newspapers in which they need to invest some
money or some percent of commission .
Selection: It is the process of creating differentiation among applicants by which they
can determine those factors like higher likelihood, knowledge, talent and suitable skills for the
job (Daley, 2012).. It comprises of various tests such as analytical, personality, aptitude and case
study analysis. This process occurs after recruitment has occurred and it can take along with the
interview stage.
Strength: It renders proper candidate who has acquired skills, talent and knowledge to
carry out their tasks as well as job. These candidates occur after the complete process of hiring.
Weaknesses: It leads to high cost and also requires more time.
P3 Explicate the benefits of HRM practices for employer and employee.
HRM practices are crucial for an organisation for employers and employees. In context of
M&S to manage organisational functions and enhance the employee’s performance human
resource management plays critical role. It is engaged in various activities like employee welfare
administration, firing, training and recruitment. These operations cannot carried out effectively i
relationship between employer and employees is not in coordination. Certain benefits are
rendered by HRM practices on both of them (Bos‐Nehles and et. al., 2013). They are mentioned
below:
Employee’s benefits: Various benefits are furnished by implementing HRM practices.
They are mentioned below:
Conflict solving: HRM assists in conflict resolution which occurs among management
and employees within organisation. With respect to M&S, they assist in executing activities and
policies of organisation along with identification of behaviour of individual. Apart from this they
make appropriate solutions for various situations like improper language, insubordination, poor
attitude and ill mannered behaviour of individuals within working structure (Kim, 2012).

Training and development: It is one of the essential roles of HRM to render effectual
training and development to employees. Within M&S management furnish training programmes
by taking into consideration requirements as well as needs of market to improvise their
performance. HRM practices are defined as an asset for employees as it is needful for enhancing
their skills to render services to their customers. Employees who are being part of M&S can
make use of suitable benefit of continuous development programmes which are organised by
HR.
Information resources: It is crucial responsibility of human resource management within
every organization. Within M&S HR manager renders suitable information associated with
compensatory vantage, assisting programmes, leave of absence, different benefits, etc. For
example: if leader is not able to furnish appropriate answers for any queries raised by employer
or employees (Daley, 2012).
Employer’s benefits: There are certain benefits which are being rendered by human
resource management practices. Some of these are mentioned below:
Flexible workplace: Effectual HRM practices assists in formulating flexible
environment within organisation. In M&S every individual goes through contrasting conditions
with respect to past. It is effortless to keep flexibility as market can change at any time due to
advancement in technology and alterations in different factors either politics, economic, social or
any other. Furthermore, the skills possessed by individuals are diversified and they must also be
trained so that they can be flexible with different situations prevailing within the work structure
of M&S. Furthermore, flexible workplace involves accountability, alterations in working style,
communication type, composition of teams and many other factors.
Developing better relations: By maintaining effectual relationship with employees
assists them to track their performance (Armstrong and Taylor, 2014). Within M&S management
access performance of employees and take the suitable measures by which they can make
enhancements in their skills and control their behavior (Kim, 2012). Human resource
management drafts the marketing programme and business by which they can formulate
enhanced relation with employees.

Encouraging optimistic behavior: By applying human resource management practices,
M&S can promote the affirmative behavior among employees and employers. It assists in
keeping them motivated and be more efficient. It builds up favorable conditions within
environment and makes them more productive (Briscoe, Tarique and Schuler, 2012).
Retaining educated employees: HR practices plays crucial role in the process of
recruitment as well as selection of deserving candidates. Within M&S, these practices render
flexibility and provide the easy approach in providing advantage to workers. By this employers
can acquire the best candidates or employees who well deserve for any specific vacancy. This
results in decline in turnover and also will lead to control risk.
P4 Impact of HRM activities on different factors.
HRM practices along with their benefits to employees are discussed above. The impact of
those practices in various factors is illustrated below:
Attracting employees: HRM is responsible for carrying out the process of recruitment,
where they give job advertisement and calls the individuals for interview. The major driving
factor which attracts employees is the perks which organization is offering them. Within M&S,
HRM makes sure that employees are paid according to their skills and the job or tasks on which
they are working. By this they can attract more number of individuals. The impact of this is
positive on entire working of organization.
Developing employees: It is the responsibility of HR to make sure that with the
advancement of technology and market, the employees are also developed. They are being given
training and provided development programmes through which employees can carry out their
work without any kind of hindrance. The overall impact of this process is affirmative on the
performance of employees within M&S (Bratton and Gold, 2017).
Motivating employees: It is the crucial practice of HRM which plays essential role on
working of employees. If employees are motivated then they will to their complete potential as
they know that by this they will get recognition, appreciation and rewards. If they are not
motivated then it won’t affect them a lot if projects are completed or not. Within M&S
employees are motivated by giving them rewards depending upon their performance. This
creates a positive impact on overall working of organization (Brewster and Hegewisch, 2017).

Retaining employees: It is often seen that if employees are not given what they need
they are often demotivated and they switch to other job. But if their needs are accomplished then
it will become easy for an organization to retain them. HR within M&S looks forward for
different methods through which they can retain their employees, they provide them with
training & development and motivation.
P5 Importance of employee relation
Efforts which are made by organization to build relationship among employees and
employer are referred to as employee relation. It is necessary for HR to build up effectual
relation among them. If quality relation is shared between them then there will be significant
change in their performance. This will lead to overall growth of M&S and enhance the
productivity, profitability and diminish the outsourcing (Chelladurai and Kerwin, 2017). The
importance with respect to certain parameters is illustrated below:
Trust and psychological contract: By creating motivation and encouraging working
environment, it will assist M&S to enhance trust of employee towards organization. By
formulation of trust, employees can give suggestion to management if they feel if any wrong
practices are going on. Moreover, employer can involve them in decision making which will
result in enhancement in their relationship which will create positive impact on overall
performance of employees. This builds up psychological contract among them.
Openness and being open to diverse views: When effective relationship will exist
within M&S then, employees will be open with respect to sharing of their viewpoints, giving
opinions and giving suggestions to management if they feel that decision made by organization
needs some alterations. Moreover, employer can also open up and try to analyse difficulties
faced by employees (Alfes and et. al., 2013).
Willingness to co-operate: When employer and employees will work in collaboration
with each other than a dynamic team will be formulated. The HR manager of M&S ensures that
each employee works mutually to attain organizational objectives as well as goals. Moreover,
they both will have secured feeling to share their without any uncertainty.

P6 Key elements of employment legislation and their impact it has on HRM decision making.
With reference to Marks & Spencer, there are different legislations associated with
employment decision making process which leads to attain the organisational goals and
objectives in smooth manner (Buller and McEvoy, 2012). They are described below:
Employment legislation: This law regulates the employment within organisation in
which they are rendering their services. It is crucial as it make sure identification of employees
who are employed. It identifies the relationship among employees as well as employers.
Organisation which possesses more number of employees, they need to acknowledge this law.
These legislations are formulated by state government so that they can secure rights of
employees who are working within organization (Bos‐Nehles and et. al., 2013). With respect to
Marks & Spencer these laws are formulated to protect employee’s, these laws comprises of
promotion of safety and welfare, formation of economic support, protecting discrimination,
minimise work interruption which arises due to organisational conflicts. There are various acts
associated with the same, they are mentioned below:
Fair Labour Standards Act, 1938: After 1938 this law was altered various time, this act
is an employment law which control various business activities like minimum wage act, labour
legislation, extra income to people who are working extra hours, record keeping and many
others. Within M&S, these laws are used by HRM to promote protection of employees and
render proper wages to their workers (Jiang and et. al., 2012).
Occupational Health and Safety Act, 1970: This act was formulated for administration
of health and safety. These laws are required by organisation as they protect employees from
working surrounding which can harm them. In M&S this law renders safety measures to their
employees who are responsible for informing uncertainties within workplace. The HR manager
must have certification associated with relevant information which can be dangerous and their
employees regarding unsafe conditions associated with this. They make sure that employees
working with heavy equipments take all necessary precautions.
The Age Discrimination Act, 1967: This legislation ensures protection of individuals
and employees who have attained age of 40. This act secures them from any kind of
discrimination within working premises during the process of recruitment (Renwick, Redman

and Maguire, 2013). With respect to M&S this law must assist employees from discrimination
who are above 40 years and secure them against this.
The Equal Pay Act, 1963: This act was formulated in order to provide equal wages to
employees who fall in same age group. This law make sure that wages are paid on the basis of
hours an individual works and not on the basis of sexual identity, position and responsibilities
which are being shared at same level. Management of M&S ensures that this act is followed
within their organisation without any kind of discrimination, this leads to effectual performance
of employees.
Impact of this legislation on HRM practises: HRM plays vital role within coordination of
different laws within organisation. Within M&S, HR manager must accomplish all the necessary
formalities and liabilities associated with laws. The impact of these laws associated with
employees has strong influence on working environment, salary problems, work load and many
others. When these laws are maintained within M&S it leads to significant positive impact on
their performance which leads to enhancement in performance of entire organization (Purce,
2014).
P7 Application of HRM practices in work related context.
Design a job description
Job Description
Company: Marks & Spencer
Job Role: Customer Service Representative
Department: Customer Service
Salary: Negotiable
Job type: Full Time
Location: London, United Kingdom
Description: We are looking forward for an Customer Service Representative who will be
responsible for managing queries and complaints made by customers. In this, individual will also
responsible for modifications, process orders and escalate complaints with respect to
communication channels. For this a person with calm nature is required who has working

experience.
Responsibilities:
 Respond rapidly to queries raised by customers.
 Maintain affirmative, empathetic and professional attitude for customers at all times.
 Communication with customers by making use of different channels, resolving and
acknowledging customer complaints.
 Coordination and communication with colleagues render feedback associated with
effectiveness of customer service process.
 Make sure satisfaction of customer and furnish professional customer support along with
processing forms, request, orders and applications.
Educational requirements:
 High school diploma and general education degree.
 Experience in working with computers
 4-5 years experience as a customer experience.
Interview questionnaire
 Introduce yourself
 Why you want to join Marks & Spencer.
 Why should we hire you?
 How will you handle an aggressive customer?
 From your past experience, tell a situation in which you were able to convince a person
who is not interested in services offered by a organization.
Score sheet

Figure 2 Score sheet
Job offer letter
Job Offer Letter

Marks & Spencer Plc
London, United Kingdom
May 19, 2019
Mr. XYZ
Human resource representative
London, United Kingdom
I am happy to offer you with a position of Customer Support Representative within Marks &
Spencer Plc. It is a full time job with a 5 day working. The starting salary will be $30,000.
Apart from this, being a full time employee you are subjected to benefits rendered by
organisation. The major attributes are outlined with the enclosed document. If this offer is
accepted by you then send your essential documents related with your qualification and
experience as soon as possible. If still you have any query regarding procedures or policies, feel
free to contact at number +0120448596.
Sincerely,
Mr. ABC
Human Resource Manage
Marks & Spencer Plc
Appropriateness of HR practices within M&S
HR area is rapidly growing and it is necessary for M&S to analyse the effectiveness of
HR practices. This can be analysed by taking feedback from employees with respect to training
and development programme they are being offered and how it has been able to create an impact
in their performance. Furthermore, management can also analyse this by ensuring that goals and
objectives are attained within stipulated time duration or not and if they are not attain then what
is the reason behind this (Jackson, Schuler and Jia Purpose of Human Resource Management.
2018). By taking into consideration certain things like recruitment & selection, training &

development and compensation & appraisal the effectiveness of HR practices can be analysed by
M&S.
CONCLUSION
From above report, it can be concluded that human resource management plays crucial
role within organization. It has been observed that HR is responsible for recruiting best candidate
conducting interview and screening the CV’s to find out the potential candidate. Furthermore, it
has been analysed that human resource department builds up healthy relationship with employees
so that their productivity can be enhanced. Apart from that, it is necessary to possess knowledge
about legislations so that organization may not fall into any kind of trouble. This will make sure
that ill practices are not followed within organization and healthy environment is provided to
employees.

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Online
Purpose of Human Resource Management. 2018. [Online]. Available Through:
<https://courses.lumenlearning.com/boundless-management/chapter/purpose-of-human-
resource-management/>.
M&S to lose its decades long status as the number one clothing retailer to Primark. 2019.
[Online]. Available through: <https://www.globaldata.com/ms-lose-decades-long-status-
number-one-clothing-retailer-primark/>.