Analysis of IoT's Effects on M&S Sales Performance and Culture

This dissertation investigates the effects of the Internet of Things (IoT) on the sales performance and organizational culture of Marks & Spencer (M&S). The research employs an interpretivist philosophy and qualitative methods to explore how IoT, as a form of artificial intelligence, impacts M&S. The study examines the benefits of IoT, such as increased customer base and profitability, and its role in digital transformation within the retail industry. The project addresses research questions concerning the conceptual framework of IoT, its specific applications within M&S, the positive and negative impacts on the business and organizational culture, and strategies for mitigating any negative effects. The research aims to identify the major effects of IoT on sales performance and organizational culture, with objectives including understanding AI as a SMART technology, determining IoT usage within M&S, evaluating its impacts, and identifying ways to overcome any negative consequences. The dissertation utilizes secondary data from various sources, including articles, books, and journals, to identify research gaps and provide recommendations for improving sales performance and organizational culture. The structure includes an introduction, literature review, methodology, data analysis, and conclusion/recommendations, providing a comprehensive analysis of the topic.

Effects of Internet of things on sales performance
and organisational culture of company
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Contents
Contents...........................................................................................................................................2
EXECUTIVE SUMMARY.............................................................................................................3
INTRODUCTION...........................................................................................................................4
LITERATURE REVIEW................................................................................................................9
METHODOLOGY........................................................................................................................17
DATA ANALYSIS AND DISCUSSION.....................................................................................23
CONCLUSION AND RECOMMENDATIONS..........................................................................29
RECOMMENDATIONS...............................................................................................................31
REFLECTION...............................................................................................................................34
REFERENCES..............................................................................................................................37
REFERENCES..............................................................................................................................37
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EXECUTIVE SUMMARY
Main purpose of this dissertation is to identify the major effects of Internet of Thinks on
sales performance and organisational culture of company. This is a main purpose and for
attaining this, different types of methodologies have been used by researcher. These
methodologies are interpretivisim philosophy, inductive approach, qualitative research etc. All
these methodologies helped researcher in gathering of accurate and secondary data about the
topic that turn to help in accomplishment of each and every objective in successful manner. Main
discussion of this dissertation is internet of things is important part of artificial intelligence
because it helps in increasing of customer base that result in increased sales and profitability.
Main conclusion of this dissertation is all objectives are accomplished by investigator by using
secondary sources of data collection i.e. articles, books, journals, publication research etc. Main
recommendation of this dissertation is helped an organisation by providing effective ways for
increasing sales performance and improving their organisational culture. Therefore, all
information are accurate and helped investigator in achievement of research aim and all
objectives effectively and successfully.
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INTRODUCTION
Overview of the topic
Artificial intelligence within an organisation only includes the use of intelligent computer
software with human-like competences to increase revenue, enhance customer experience,
increase sales and efficiency as well as drive business growth and also transformation. Artificial
intelligence is beneficial for an organisation because it improve the recruitment process, increase
number of customer, increase profitability etc. These are main benefits that helps business
organisation in attainment of long term goals and objectives within minimum period of time. IoT
is a selected type of artificial intelligence that assists an organisation in increasing of their sales
as well as improving organisational culture in effective manner (Kusek, 2018).
The Internet of Things is changing how to live, work, travel as well as do business. It is
even the basis of a novel industrial transformation that is called Industry 4.0. It is important in
digital transformation of cities, society and organizations overall. IoT is an essential and
important driver for data-driven optimisation, customer facing innovation, research and
development, revenue streams and business model across all industry. Within a retail industry,
internet of things allows store managers to analyse innovative ways to develop a strong
connection with a customer, develop a direct and short customer journey, enhance process of
product maintenance, develop a los-lasting and strong bond with first-time shoppers etc. Main
purpose of retailer behind the use of IoT is improving customer experience, improve business
performance, drive growth and success, reduce cost, increase sales performance etc. Therefore,
in short, IoT is an effective technology for retailer in increasing of their sales performance
successfully (Golpîra, Khan and Safaeipour, 2021).
IoT is important in organisational culture. Organisational culture is defined as the
underlying assumptions, ways, values and beliefs of interacting that contribute to the unique
psychological and social environment of an enterprise. There are various advantages of IoT in
organisational culture such as optimisation of logistics and supply chain, quality control, digital
factory, ensuring good storage and selling environment, workplace safety improved customer
service, increased profitability, enhanced business performance etc. These are main importance
of using IoT within a business. According to the current dissertation, M&S is a selected
organisation that used IoT with purpose of increasing their sales ratio as well as improving
organisational culture (Patrono and et. al., 2020). There are different advantages gained by
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company with the use of Internet of Things i.e. increased productivity, increased customer
experience, cost reduction, improved brand reputation, increased market share etc.
Background of the organisation
Marks and Spencer is a chosen research organisation for this dissertation. This is a British
multinational retailer that was founded in 1884 by Michael Marks, Thomas Spencer and
headquartered in London, England and United Kingdom. M&S is specialising in selling of
clothing, home products and food products to customers with high quality. M&S is a
multinational brand and have their business in different countries. Company has larger customer
base that positively impact on their sales and profitability. In marketplace, M&S has strong brand
image and goodwill because of its quality products and effective services. The type of culture of
M&S is a customer focused culture. Customer focused culture is where all over the place in the
business make a actual effort to enhance customer service, market investigation, employing
correct people, and training.
Marks & Spencer is trying to modernize the technology e- commerce. Main purpose of
updating technology is to increase their sales and improve organisational culture. Company
wants to expand their business in each and every country which is only possible with the use of
artificial intelligence. Internet of things is a part of artificial intelligence that helps M&S in
increment of its sales performance as well as improvement of organisational culture. There are
different benefits of using IoT within a business. These benefits are improved work safety, better
business opportunities, cost-effective operations, improved customer service and retention,
efficient operation management etc. These are main benefits and advantages of using IoT within
an organisation.
Research questions
 What is the conceptual framework of Internet of Things as a SMART technology?
 What are the basic uses of Internet of Things in Marks & Spencer?
 What are the impacts Internet of Things on businesses organisations and organisational
culture of Marks & Spencer?
 What are the ways that would be used by M&S for overcoming negative effects of
Internet of Things on their businesses organisations and organisational culture?
Research aim and objectives
Research aim
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Main aim of the current dissertation is “To identify the major effects of Internet of Thinks on
sales performance and organisational culture of company. A study on Marks & Spencer
Research Objectives
 To develop basic understanding regarding the artificial intelligence as a SMART
technology
 To determine the use of Internet of Things within Marks & Spencer
 To examine the positive and negative of Internet of Things on businesses organisations
and organisational culture of Marks & Spencer
 To determine the ways for overcoming negative effects of Internet of Things on
businesses organisations and organisational culture of M&S
Rationale and significance of the research
Rationale of the research: Main rationale of this research is to identify the issues in
sales performance and organisational culture of company. This is a main reason for overcoming
this issue through the use of Internet of Things. This is a type of artificial intelligence that helps
in organisation in increasing of customer base within minimum time that result in increased sales
and profitability. It is an effective network that helps an organisation in collecting and
transferring of data across the network. Therefore, Internet of Things is essential in improving
sales performance and organisational structure of company.
Significance of the research: This research is highly important and significant for
different stakeholder i.e. organisation, individual and academy. For organisation, current
dissertation or topic is externally significance for business organisation because this research
helps them by providing accurate information regarding the significance of Internet of Things in
increment of sales performance and improvement of organisational culture. At personal level,
current dissertation is significant for researcher by improving their all types of research skills i.e.
data collection, presentation, time management, decision making etc. All these are main skills
that are beneficial for researcher in completing of current dissertation effectively as well as help
them in its professional career. For academic level, this dissertation helps students by increasing
their knowledge regarding the IOT as an artificial intelligence and its effectiveness within an
organisation. Therefore, current dissertation or topic is highly significant for all stakeholders in
positive manner.
Scope of the dissertation
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Current dissertation has wide scope because it is completed through secondary sources.
Secondary sources are important in gathering of qualitative data that result in accomplishment of
objectives of the present study. This research also has extensive scope because this is completed
within a given time period and in successfully manner. Thus, having wide scope, current
research helps all stakeholders by providing accurate understanding regarding the artificial
intelligence as a SMART technology, use of Internet of Things, positive and negative of Internet
of Things on businesses organisations and organisational culture and ways for overcoming
negative effects of Internet of Things on businesses organisations and organisational culture.
Outline of the study
There are different chapters that are effective in completing of full dissertation in
systematic and successful manner. All these chapters along with their purpose within a
dissertation are described as below:
Chapter 1: Introduction: This is a first chapter that is important in completing of
dissertation successfully. This chapter includes research aim, objectives, research questions,
rationale of the study, significance of the research etc. These are main information and are
effective in doing of another activity in systematic manner. Main purpose of this chapter is to
help researcher by providing accurate information regarding the research aim and objectives.
This will be beneficial for them in successfully completion of all chapters.
Chapter 2: Literature review: This is second chapter that is completely based on
secondary data. There are various sources that are effective within a dissertation or collecting
information about the major effects of Internet of Thinks on sales performance and
organisational culture of company. These sources are peer-reviewed articles, books, journals,
magazines, publication research and many others. All these sources are effective in gathering of
in-depth and secondary data regarding the topic that result in achievement of all objectives in
successful manner. Main purpose of literature review is to find out research gap within a current
research.
Chapter 3: Research methodology: This is an important chapter of the dissertation
because it helps in gathering of data from effective research methodologies. There are different
types of research methodologies that are useful within a dissertation. These methodologies are
inductive approach, interpretivisim philosophy, literature review as an approach of research
strategy, exploratory research design, secondary methods of data collection etc. All these are
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effective and useful methodologies because all these help in gathering of secondary information
about the topic that result in attainment of research aim and each objective in successful manner.
Main purpose of research methodology is to facilitate researcher by providing reliable and valid
data through research methods.
Chapter 4: Data analysis and discussion: This chapter is also significant in evaluating
of gathered information via research analytical technique. Data analysis is essential in achieving
of research aim and objectives successfully. According to the current dissertation, thematic
analysis is used by researcher by evaluation secondary information that is collected from articles,
books etc. sources. Thematic analysis is essential research analytical technique within a
dissertation because it not consume maximum time and helps investigator in evaluating of
secondary data systematically. Main purpose of data analysis and discussion is to evaluate
gathered data successfully with purpose of achieving research aim and objectives through
different themes.
Chapter 5: Conclusion and Recommendations: This is a last chapter of the dissertation
that helps in identifying of entire information about the all chapters in short and clear manner.
Conclusion of the dissertation includes the information regarding all activities in clear and
accurate manner that output in achievement of each objective of the research in successful
manner. In recommendation some suggestions will be given to the company in accordance to the
research title. Therefore, this chapter is important in completion of full dissertation successfully.
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LITERATURE REVIEW
Literature review is the systematic process that is used for collecting data from secondary
sources, which are books, magazines, publication research, articles and many others relevant to
the topic. In simple word, literature review is an evaluation and search of the available literature
within chosen topic area or subject. Main purpose and aim of literature review within a current
dissertation is to identify the research gap in existing topic. In current study, main gap is the
major effects of Internet of Thinks on sales performance and organisational culture of company.
In previous studies, there were lots of data available regarding the artificial intelligence and its
impact on business performance and organisational culture but there were lack of information
regarding the about the significance of Internet of things in improving of sales performance and
organisational culture. This is a main gap and for overcoming this gap, research questions are
used by researcher that also essential in accomplishment of each objective. Therefore, all
questions of the research are explained as below:
What is the conceptual framework of Internet of Things as a SMART technology?
According to Josh Fruhlinger (2020), the internet of things is defined as the process of
interconnected connection of objects that are helpful in assembling and transfer of information or
data through the wireless network also without any interference of human. The internet of things
is one of the most growing technology around the globe this is refers to as the number of
physical devices available which are now connected to the internet enabling in the assembling
and transfer to data and information effectively. The internet of things helps in making the world
smarter and progressive through the use of small technology and merging the digital and physical
world effectively (What is IoT? The internet of things explained, 2020). In simpler term the
author states that the internet of things is the process of linking and device to the internet or any
other kind of connected devices with the internet, it is a huge network of connected physical
things and individuals. That involves a large number of physical objects of all shapes and sizes
such as a fitness device which enables in measuring the heart rate of an individuals or the
footstep on an individual while they take a walk.
With increasing use of technology around us, majority of the individuals spending their
most of the time of the internet, demand for the internet in increasing. It allows individual to be
smart and work effectively, there are end number of possibilities in case of personal and business
possibilities are limitless. Billions of physical devices are now connected to the internet in order
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to bring more efficiency and standard in the live of people, the IOT enables in making the power
of internet, data collection and transfer to the actual world though use of internet in the physical
objects, this will allow the consumers to easily connect with the international information
network without any involvement of a screen or keyboard, as now with the help of internet of
things this can be done through many of their everyday objects and appliances, without the
involvement of the humans their everyday objects will take required instructions from that
network effectively. In the business organization the internet of things is the growing technology
which allows them to collect required data and information about their safety and effective
operations, and also reduce human process effectively, in addition to this according to the author
internet of things also helps business organization to effectively tract their manufacturing and
operational activities leading to greater efficiency in the organization. In many business
organization the internet of things is actively used by the research and development department
in order to gather data about the current trends in the market and taste and preferences of the
customers.
The essential fundamentals of the internet of things are the various devices used in order
to collect the data or the information. Mainly they are the internet connected devices having an
IP address. The internet of things act an smart technology as with the implementation of real
time data collection and evaluation, production activities can be enhance more effectively.
Business organizations using internet of things effectively such as the real time location devices
especially for healthcare or the smart air conditioning or the security devices. Internet of things is
largely contributing towards making our life, environment, homes, office and even vehicles
smarter and attractive with the use of internet connected devices (What is the Internet of Things
(IoT), 2016). Smart speakers like Amazon’s echo devices enables individual to listen to music,
news smartly. In addition to this the smart devices like home security devices helps individual to
tract their house and know what’s going on inside and even outside their house. These devices
has made our lives much easier and smarter, with increasing use of this devices humans are
becoming largely depend on these smart devices for their work, but with growing use of these
smart devices human needs to understand that with use of these devices issues of their security is
also increasing. They needs to understand that security is the largest issue with the internet of
things devices as the smart devices are largely collecting the data which can be personal as
according to the author the security track record of the internet of the things has not been so great
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till now, they only care about collecting the required data. so individual needs to ensure their
own safety while using smart devices. The internet of things are the growing technology as the
number of internet connected devices will continue to increase in the future, our life and even the
surroundings will be more smarter with more smart devices, hoping with more security and
privacy making the lives of humans more smarter.
What are the basic uses of Internet of Things in Marks & Spencer?
As per the view point of Meron, (2020), Internet of things is basically a network of
connected smart devices giving rich information, but it is also a security nightmare. In addition
to this, Internet of Things brings the power of Internet, information processing, and this is of real
world to physical objects and many more. It is stated that it is a catch all term for the raising
number of electronics which are not traditional devices of computing but is associated as well as
connected to the Internet to send information, gain instruction and received it as well. For the
customers, Internet of Things means interacting with the global data network without
intermediary of screen and keyboard (Internet of Things is transforming businesses today, 2020).
It is analyzed that the volume of information Internet of Things device can collect is far larger
then any human can deal with. Moreover, many information of things providers are providing
machine learning as well as artificial intelligence capabilities in order to make sense of gathered
information. There are many organisations which make use of Internet of Things involve keeping
track of customers, status of important components, inventory management and many more.
Most of the enterprises are looking for Internet of Things solution which can assist in basically
four areas such as a set tracking, customer experience and security.
According to Chris Middleton (2018) It is stated that the adoption of Internet of Things
continue to accelerate within the business world. IOT devices transfer as well as record
information in order to monitor significant process, allow organization to make more informed
decision, giving us new insights, improved decisions, boost efficiency and so on. IOT tells an
organazation what is really happening instead of the assuming and hope to happen. In the present
time, IOT help business entity to improve its customer experiences. It is determined that
organisations are gaining high insight into their business operations and about how their users
use their offerings. In various cases, it enable through cloud platforms given by the likes of IBM,
Google, Microsoft and so on. It is stated that when an organazation gain knowledge about how
its customer uses its product then it is easy for them too satisfy their requirements and improve
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customer experience. The retail and clothing industry is at the forefront of technology with the
requirement for change reflected in the widely reported of many household name. The future of
retail is mainly lies within connecting to the customer for them. As nowadays customers are
looking for convenience which developed brand loyalty. Apart from this, IOT help in cutting
down cost and time reductions. it is said that it often decline in operational expenditure and down
time.
For instance, the increase of digital technology and models develop real time information
which is the key competitive differentiator (Use of Internet of things, 2019). With the use of
digital twins, there should be a more reliable network reduce maintenance costs from a
platforms webs and more balanced usage. Moreover, the efficiency and productivity gains by an
organization with the help of Internet of Things. It is said that the leaders can more easily
analyze ways to boost productivity and efficiency. As per the recent report, businesses expect
the industrial IoT to boost revenues. It helps organazation to accurately tracking its employees
movement which leads to execution of activities and operations timely and effectively.
Furthermore, IOT is closely linked to productivity and efficiency that drives waste reduction.
The tracking of every device is under performance of employees decline the level of waste and
improves productivity in an effective manner.
Typically, the more components within business operations are in the benefit from IOT
implementation. IOT allow organazation to connect objects to each other and to humans by the
Internet. Therefore, it is stated that an organization can easily assess information and data at any
location within the real time. It take place due to network of devices and an individual who
assess in formation. It is determined that Internet of Things is basically a solution to enhance and
maximize productivity and it’s workflow. IOT develop new business opportunities as it adds
value by digital transformation. It also helps respective organization to enable big data analytics
that gives several new avenues in order to improve operational efficiency and upgrade the
bottom line. The IOT enable real time quality monitoring, finish processing, improve quality and
reduce waste which is beneficial for Marks and Spencer for gaining high growth and success at
marketplace. In the last, it is analyzed that I OT improves situational awareness and also
empowers new contextual insights that is resulting into better and faster decision-making.
What are the impacts Internet of Things on businesses organisations and organisational culture of
Marks & Spencer?
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