Impact of COVID-19 Pandemic on Workplace Transformation at M&S

This research project investigates the impact of the COVID-19 pandemic on accelerating workplace transformation within Marks and Spencer (M&S), aiming to understand its effects on employee retention and engagement. The study explores the concept and role of workplace transformation within the UK retail industry, examines the specific impact of COVID-19 on M&S, and identifies the challenges faced during this transformation. The research employs a quantitative approach, utilizing a survey strategy to gather data, followed by data analysis and interpretation to draw conclusions and provide recommendations. The report includes an introduction outlining the research aim, objectives, and questions, a literature review covering relevant concepts, a detailed methodology section, data analysis and findings, and a conclusion with recommendations. The project highlights the importance of technology, digital workplaces, and creating a positive working environment to improve productivity and employee satisfaction during and after the pandemic. Challenges such as employee safety, maintaining competitiveness, and adapting to unpredictability are also addressed.

RESEARCH PROJECT
(Impact of COVID-19 pandemic on
accelerating workplace transformation for
retaining and engaging employees within an
organisation)

Table of Contents
INTRODUCTION...........................................................................................................................3
Overview of the research........................................................................................................3
Background of the company...................................................................................................3
Research aim, objectives and questions.................................................................................3
Research rationale..................................................................................................................4
LITERATURE REVIEW................................................................................................................5
Concept and role of workplace transformation within the UK retail industry.......................5
Impact of COVID-19 pandemic on transforming the workplace for engaging and retaining
employees of Marks and Spencer...........................................................................................6
Challenges faced by Marks and Spencer in transforming the workplace during COVID-19
pandemic.................................................................................................................................6
RESEARCH METHODOLOGY.....................................................................................................8
DATA ANALYSIS AND FINDINGS..........................................................................................10
Frequency distribution table ................................................................................................10
Data interpretation................................................................................................................12
CONCLUSION AND RECOMMENDATION.............................................................................18
Conclusion............................................................................................................................18
Recommendation..................................................................................................................18
Reflection.............................................................................................................................19
REFERENCES .............................................................................................................................20
APPENDIX....................................................................................................................................21
Questionnaire........................................................................................................................21

INTRODUCTION
Overview of the research
Workplace transformation is considered as an important method that helps in improving
the skills of employees, abilities and tools to keep up with the continuos changes for building
better strategy of an organisation. Technology mainly plays a prominent role in enhancing the
working efficiency and effectiveness of employees for gaining high success and growth in the
competitive market. Digital workplace help in improving the overall process of the company
during COVID-19 pandemic and this enables employees to work in a proper manner through
digital technology. It mainly helps in introducing new and effective methods of working,
increases employee agility and engagement and uses consumer oriented technologies and styles
(Selimović, Pilav-Velić and Krndžija, 2021). COVID-19 pandemic has an adverse effect on the
performance and productivity of the business organisation and this results in decreased sales and
profitability. With the help of workplace transformation, an organisation can improve the
working culture of the business by the help of advanced technology so that all employees can
work from their home. This results in improved productivity, employee engagement, customer
satisfaction, inclusion and diversity in the new working environment in the time of pandemic.
Background of the company
For carrying out the present investigation the researcher has chosen Marks and Spencer.
It is considered as a British multinational retailer which is headquartered in Paddington, London,
England. It mainly specialises in selling beauty, clothing, food products and home products. The
company also provides different range of finance related services which includes savings, credit
cards and insurance.
Research aim, objectives and questions
Research aim
To identify the impact of COVID-19 pandemic on accelerating workplace transformation
for retaining and engaging employees within an organisation. A study on Marks and Spencer
Research objectives
 To study the concept and role of workplace transformation within the UK retail industry
 To examine the impact of COVID-19 pandemic on transforming the workplace for
engaging and retaining employees of Marks and Spencer

 To determine the challenges faced by Marks and Spencer in transforming the workplace
during COVID-19 pandemic
Research questions
 What is the concept and role of workplace transformation within the UK retail industry?
 What is the impact of COVID-19 pandemic on transforming the workplace for engaging
and retaining employees of Marks and Spencer?
 What are the challenges faced by Marks and Spencer in transforming the workplace
during COVID-19 pandemic?
Research rationale
The main purpose of carrying out this current investigation is to determine the impact of
COVID-19 on bringing workplace transformation for engaging and retaining employees of the
organisation. Workplace transformation is all about bringing new changes and ideas within the
business which helps in increasing the profitability and revenue of the business (Soled, 2021).
The researcher has fulfilled dual objectives while completing this research which are known as
personal and professional. In terms of personal objective, the researcher will come to know about
the concept of workplace transformation and how it helps in dealing the COVID-19 pandemic
situation. On the other hand, in terms of professional objective, the researcher will gain
knowledge about workplace transformation and its role in the company which results in getting
better option for job prospects in the future.

LITERATURE REVIEW
Concept and role of workplace transformation within the UK retail industry
As per the view of Thevannoor, (2020), workplace transformation plays a prominent role
within the UK retail industry as it helps in attaining high growth and success in the business
market. Workplace transformation is considered as an opportunity that helps company to move
away from manual process of work and realigning the businesses with the growing expectations.
Technology helps in reshaping the operations of the business so that all employees feel engaged
in the activities for better decision making. Digital workplace helps in improving the workplace
of the business so that employees work with high confidence and dedication for attaining the
predetermined goals and objectives (Mahendra and Churiyah, 2022). It includes developing new
products and offerings, revamping and expanding online presence for the business and
integrating a digital approach to their business in the competitive market. Transformation in the
retail industry of the UK helps in increasing the overall sales, boosting satisfaction among
customers and minimising the high cost included in the operations. The role of workplace
transformation within the UK retail industry is defined as below:
 Attracting and retaining customers – Workplace transformation helps in attracting and
retaining large number of customers towards the business so that they gain high
profitability and sales. With the advancement of technology within the UK retail industry,
the company can sell its products through online platform and this results in reaching out
to more number of customers.
 Improving employee performance – Workplace transformation mainly helps in
improving the overall performance of employees for achieving the predefined goals and
objectives of the business in a effective manner (Borg and O'Sullivan, 2021). Employees
are the most important part of the business which helps in gaining high profitability and
growth in the retail industry.
 Creating a right culture for employees – Creating the right culture within the company
helps in motivating employees to work more effectively and efficiently within the
business. This also helps the company in retaining more number of employees because
they keep them engaged in the business activities and in sharing their thoughts in the
process of decision making.

Impact of COVID-19 pandemic on transforming the workplace for engaging and retaining
employees of Marks and Spencer
As per the view of Woodbridg, (2019), COVID-19 has impacted the overall performance
and sales of the business in a negative manner. Transforming the workplace helps in dealing with
the COVID-19 situation in an effective and appropriate manner in order to survive in the
business market. For retaining and engaging staff members within the business organisation
during pandemic, it is important to adopt new and advanced technology so that they perform
business activities in a better way. COVID-19 has resulted in closure of most of the businesses
and for protecting the business from any discrepancy, it is essential for the company to adopt
workplace transformation so that better results can be gained. Creating a positive working
environment is important because it helps in improving employees productivity and performance
in the competitive business market. Transforming the workplace helps in improving the overall
performance of the business as technology helps in making the manual work more easy as
everything can be updated. This helps in providing employees work from home facility in the
time of complete lock-down so that they work with high flexibility within the business in order
to gain high success in the market.
An engaged employee is more productive and efficient in achieving the sustained aim
and objectives for high growth within the business organisation (Anderson, 2018). Remote work
results in attracting highly talented and qualified talented employees which work in favour of the
business organisation. Providing training to employees is also an important factor because this
results in improving their performance which results in increasing their level of knowledge and
skills. Training also helps in developing employees to deals with the pandemic situation properly
and in gaining high growth and survival in the business market where most of the business
results in closure of their business. Technology mainly helps in completing the given work in a
given time period and this enables business in retaining more number of customers for
purchasing the following goods and services through online platforms.
Challenges faced by Marks and Spencer in transforming the workplace during COVID-19
pandemic
As per the view of Fogarty, (2020), COVID-19 pandemic has brought several challenges
for the company which results in decreasing the overall growth and success in the competitive
retail business market. Pandemic has resulted in many deaths and this creates a fear in the mind

of people to come in direct contact with a person in the office in any other public place. The
following challenges which the company face are defined as under:
 Safety of employee – Safety of employees is considered as the major challenge that
company face because it effects the overall health of an employee life into risk (Zidek
and et. al., 2020). It is responsibility of the employers of the company to take full charge
about the employees safety the time of pandemic because they are main source which
helps in reaching out to the target customers.
 Staying competitive in the market – Staying competitive in the market is also
considered as a major challenge that company face as most of businesses results in
closure of their working operations. Keeping people healthy and safe must be the primary
objective for the employers so that they keep employees productive and competitive in
the market (Baptista and et. al., 2020). Delivering goods on-time during pandemic is
important because it helps in satisfying customers and creating more demand for the
business in the competitive market.
 Coping with unpredictability and change – The main challenge that business face is
coping up with the change and unpredictability due to the uncertain events occur in the
company. It is the responsibility of employers to keep employees prepared for the uneven
changes so that keep them safe and protect them with any uncertainty because of
COVID-19 pandemic. In the changing environment, consumers demand is likely to
fluctuate in the fast moving trends and health related concerns so that they create high
demand in the time of COVID-19 pandemic.

RESEARCH METHODOLOGY
Research methodology is defined as a strategic process of gathering and interpreting
relevant data on the selected research topic in a significant way. This section also assists in
maintaining the validity and reliability about the collected information on the given topic in an
effective manner. The following parts can be defined as under:
Research philosophy
Research philosophy can mainly be classified as two forms which are particularly known
as interpretivism and positivism (Snyder, 2019). The researcher has selected positivism
philosophy in the current investigation because it mainly assists in gathering authentic
quantitative data about the topic in an effective and significant manner.
Research approach
Research approach is of two types that are defined as deductive and inductive
approaches. Deductive approach has been chosen by the investigator in the following
investigation because it assists in calculating the existing theories in an appropriate way so that
accurate information can be gained.
Research strategy
Research strategy can be classified into different types such as survey, case study, focus
group, systematic literature review and so on (Pandey and Pandey, 2021). Survey strategy is
selected by the current researcher in carrying out the present research because it mainly helps in
gathering and analysing data on the topic for attaining research aim and objectives.
Research choice
Research choice is divided into two different parts which are defined as quantitative and
qualitative. The investigator has selected quantitative choice method in carrying out the current
investigation because it is easy to understand and calculate in an effective and significant
manner.
Data collection
There are two methods that help in collecting data which are known as secondary and
primary data. In carrying out the present investigation in an effective manner, primary and
secondary both methods are selected (Patel and Patel, 2019). The reason for selecting both
primary and secondary methods is that because it helps the investigator because it helps in
collecting correct information from different sources and articles.

Data analysis
Data analysis is divided into various different types which are primarily known as
frequency distribution analysis, thematic analysis and many more (Shahar and et. al., 2019). In
carrying out the present research, the researcher has selected frequency distribution analysis as it
helps in gathering accurate information from a large population set of respondents.
Time horizon
Time horizon is divided mainly in two types which are defined as longitudinal and cross-
sectional. Cross-sectional method has been selected by researcher in carrying out the current
investigation (de Vries, 2020). The reason for selecting cross-sectional method is that it mainly
helps the investigator in completing the investigation in an appropriate and effective manner.
Sampling
Sampling can be classified into two different parts which are primarily known as non-
probability and probability techniques (Solum, 2017). Probability sampling technique is chosen
by the researcher in carrying out the current research because it helps in collecting fair and
collect information on the particular topic in an efficient manner.
Ethical consideration
While conducting out the present research, ethics mainly play a prominent role in
following all the necessary rules and regulations that helps in completing the whole research in a
timely manner. It also helps in managing high quality of the research so that no person gets hurt
by the person so that they deal with the research in an effective manner.
Reliability and validity
Reliability can be defined as the approach that helps in reproducing the same results on
the given topic for attaining same result after doing the research. Whereas validity can be defined
as how accurately and correctly a tool measures about the topic of the research.

DATA ANALYSIS AND FINDINGS
Frequency distribution table
Q1) Do you think, workplace transformation plays a very important role in
retaining and engaging employees within the UK retail industry?
Frequency
a) Yes 23
b) No 5
c) Can't say 2
Q2) As per your opinion, what is the role and importance of workplace
transformation within the UK retail industry?
Frequency
a) Improving skills of employees 7
b) Reducing the operational cost 8
c) Creating a positive working environment 6
d) Improved performance of employees 5
e) Brings innovation and creativity 4
Q3) As per your opinion, what is the impact of COVID-19 pandemic in
accelerating workplace transformation for retaining and engaging employees
of Marks and Spencer?
Frequency
a) Increasing working efficiency of employees 5
b) Increased productivity 7
c) High engagement among customers 6
d) Increasing technical knowledge 8
e) Helps in giving flexibility to employees 4
Q4) Do you think that workplace transformation helps in retaining and
engaging employees of Marks and Spencer during COVID-19 pandemic?
Frequency
a) Strongly agree 8

b) Agree 7
c) Neutral 5
d) Disagree 4
e) Strongly disagree 6
Q5) As per your perception, what are the different types of challenges that
Marks and Spencer faces at the time implementing workplace transformation
during COVID-19 pandemic?
Frequency
a) Complex technology and software 5
b) Adoption of new tools and processes 4
c) Safety of staff members 6
d) Staying competitive in business market 7
e) Training employees about new changes 8
Q6) As per your perspective, what are the different strategic methods that help
Marks and Spencer in overcoming the challenges faced in the time of
pandemic in accelerating workplace transformation?
Frequency
a) Providing effective training to employees 10
b) Keeping positive working environment 8
c) Giving rewards and incentives for extra work 5
d) Recruiting IT talented employees 7

Data interpretation
Table 1: Workplace transformation plays a very important role in retaining and engaging
employees within the UK retail industry
Q1) Do you think, workplace transformation plays a very important role in
retaining and engaging employees within the UK retail industry?
Frequency
a) Yes 23
b) No 5
c) Can't say 2
a) Yes b) No c) Can't say
0
5
10
15
20
25
Interpretation: According to the above collected data from the graph, it is interpreted that
workplace transformation plays a prominent role within the UK retail industry because it helps in
bringing new changes and creativity. Out of the total of 30 respondents, 23 respondents have said
yes and agree with the fact, 5 respondents have said no and do not agree with the above
statement while 2 respondents can't say anything about the above statement.