Analyzing Cultural Diversity Management: M&S Case Study Report

This report provides an analysis of cultural diversity management within the workplace, focusing on Marks and Spencer (M&S) as a case study. It begins with an introduction to cultural diversity and its importance, followed by an examination of the aims, objectives, and research questions. A literature review explores the impact of cultural diversity, effective management strategies, and associated challenges. The report then details the research methodology, including the Saunders Research Onion and an inductive research approach. Data analysis and research outcomes are presented, concluding with reflections and lessons learned. The report covers various aspects of cultural diversity, including its impact on innovation, customer relations, and employee relations, as well as the challenges such as language barriers and gender inequality. The report also discusses the research methods, data collection, and analysis techniques used to understand the topic effectively.

Report
TABLE OF CONTENTS
INTRODUCTION.................................................................................................................................3

LO1 ......................................................................................................................................................3
P1 Aims and Objectives...................................................................................................................3
Literature Review ............................................................................................................................4
The impact of cultural diversity in a workplace................................................................................4
Different strategies for managing cultural diversity effectively........................................................4
Challenges related to the management of cultural diversity in a workplace ....................................5
P2 Appropriate research methods ....................................................................................................6
LO2........................................................................................................................................................8
P3 Research Methodology................................................................................................................8
P4 Data analyis...............................................................................................................................10
LO 3.....................................................................................................................................................20
P5 Reasearch outcomes..................................................................................................................20
LO 4.....................................................................................................................................................21
P6 Refelection................................................................................................................................21
P7 Lesson.......................................................................................................................................21
REFERENECES.................................................................................................................................22
Title: Managing cultural diversity in workplace

·INTRODUCTION
Cultural diversity refers differences between peoples regarding their language, region
and their culture. Cultural diversity is important for each place because it provides
opportunity to understand different types of peoples and their culture. Cultural diversity plays
important role at workplace because it creates values for their culture who belongs to
different types of cultural place(Purnell, L.D. and Fenkl, E.A., 2019). Thus, kind diversity
assists organization to promote their operation in international, national and local market.
Generally, organization gets benefits of cultural diversity such as employees who belongs to
different background, they can give new ideas and perspective which comes from their
cultural experience. Second benefit organization enables to meet customers objectives by
improving their relation with different type of employee’s. to manage cultural diversity at job
place is big deal for organization. Human resource department manages cultural diversity at
job place by offering prioritize communication, tear each employee equal manner, encourage
employees to work in diverse group so that they learn how to gives values to culture.
Manager maintains diversity in organization by recruiting different culture (Thunø, M. and
Ifversen, J., 2019). This report is based on the Marks and Spencer group Plc which is a
British multinational retailer company while headquarter is London. It trades high quality
clothing, domestic products and food products. In this report will cover research
methodologies and their approaches.
·LO1
·P1 Aims and Objectives
AIM: To analyse the effective management of cultural diversity within a workplace-A case
study on M&S company.
Objectives:


壱To access the impact of cultural diversity in an organization.

壱To analyses the strategies for managing cultural diversity in M&S.

壱To access the challenges faced by company in effective management of cultural
diversity.
Research Questions:

壱What is the impact of cultural diversity in a workplace?

壱What are the different strategies for managing cultural diversity effectively?

壱What are the challenges related to the management of cultural diversity in a
workplace?

壱Literature Review

壱The impact of cultural diversity in a workplace
As per the view Schachner, M.K., and et.al., (2016)the quality of different culture
which keeps differentiation among mono culture, homogenization culture and global culture
etc. Cultural diversity has various significance at workplace. Diversity in cultures gives
numerous impact at workplace because each employee who belongs to different region along
with different culture has different view of points, thoughts, beliefs, costumes, norms, values,
trends and traditions etc. Such kind cultural difference leads innovative ideas at workplace.
On the basis 0f cultural diversity employees enables to interact with different cultural
customers. Diversity leads knowledge of local market and makes organization sustainable in
business market. For example employees who belong to different region, and they have
knowledge about their region or cultural market. In that state organization enables to get
customers demand. Thus, cultural diversity makes liable to organization for competitive
advantage in business market. It leads talented employees at workplace which can introduce
organization from innovative ideas. Through the ideas or techniques organization can
promote their products on wide scale. All people have different skills which can lead
financial benefits by offering proper services o customers. Thus, cultural diversity gives
beneficial impact at workplace. Beside of this it leads understanding between employees
regarding their cultures, and they give values to each other.
l壱Different strategies for managing cultural diversity effectively
As illustrated by Jan, G.U.B.E. and Fang, G.A.O., (2019) there are various strategies
which supports organization to manage diverse culture. Organization treats each employee
equally in order to their designations, backgrounds, community and religion, Which leads
respect to each employee regarding company. Company offers incentives to employees
which motivates each employee for giving the best performance regarding their job. Manager
encourages each employee to interact and works as team member. Manager invites
employees in decision-making and sharing their experience where each employees give
respect by listening their ideas properly. Thus, organization gives values to different cultural

employees in organization. Organization offers diversity policies to employees so that each
employee's feel comfortable during performing themselves at workplace. In diversity policies
offers diversity training session by the organization so that each culture gets platform to
perform their talent. Organization also celebrates diversity day for identifying and
motivating employees differences. Another goal of such kind occasion is to encourage each
employee to explore new ideas and talent in organization. It bu8ilds good relation between
employees as resulted builds team strength. Company offers policies during hire different
cultural candidates so that transparency is maintained between employees and organization.
This policy concludes various issues such as gender issues, sexual harassment, disabilities
and religions. The main goal of the policy to resolve diversity issues and supports to achieve
overall mission of company. Thus, organization utilizes various strategies and retain talented
employees at workplace.
l壱Challenges related to the management of cultural diversity in a workplace
As per the view Gillespie, N., and et.al., (2017)due to cultural diversity organization
faces different challenges at workplace. For example language and communication plays
vital role at workplace because it is the source of understanding. Language creates
communication which leads understanding. Thus, trio phenomena interlinks to each other.
Number of employees who belongs to different culture they have to face language barrier. It
leads miscommunication between employees at workplace. Another issue is ethnic and
cultural differences. To inspire creativity and foster innovation is a big challenge for
organization because each employee has different perception regarding customers or
products, in that situation big deal to compile various ideas into single concept and make
them agree for promote ideas into strategy. Gender equality also a big challenge for
organization because women used to be paid less rather to male in that state government
implements discrimination law. The main purpose of law is to prevent gender inequality and
keep equality during hiring, salary, opportunity and promotion. Thus, organization have to
mention gender equality rule in policy. Accommodation of beliefs is also a challenge which
is faced by organization. For example accommodation of belief refers adjustment the work
place in this manner, permits each employee to practice according to their religious belief
without interrupting hardship on employees. While organization gets difficulty to maintain
such kind workplace in organization due to different culture. All employees have strong
belief of their religious in that state each employee wants to give priority to their idea or

culture which leads arguments and disrespect regarding their culture. Thus, managing of
cultural diversity plays vital role at workplace.
l壱P2 Appropriate research methods
Saunders research onion method is elaborated by the stage which involves in the
research development. It is developed by Saunders in 2007. in simple term onion layer
structure gives information of each stage in research process. Thus, it gives guidance
regarding research work. On the basis of guidance organization enables to direct each
research in well-formed manner. Saunders' onion research model covers into six stages to
understand different stage of research process. The main reason to give the name of Saunders
onion research is that onion overlap's outer layer and inner layer. In this model each layer
compares with research process. Each layer discusses below-
Upper layer: In this layer research philosophy takes place in which includes three
philosophies such as philosophy of ontology, philosophy of Epistemology and philosophy of
axiology. Where ontology keeps aware of the nature of the reality. In simple term leads
difference between reality and delusions. On other hand Epistemology philosophy supports
to find the acceptable information and introduces the fact regarding research. The main goal
of upper layer to keep importance in planning executing out research.
First layer: It provides structure, guidance and probable limitation which utilizes in
decisions. Beside of this can aware about data gathering and examine information which
applies for research. Research philosophy concludes objectivism, constructivism,
pragmatism, interpretivism positivism and realism. Thus, it influences decision which applies
for current level.
Second layer: This layer concludes inductive and deductive term. On the basis of term finds
out research aim and their limitation. It supports to conduct research further more till then
desirable outcomes doesn't get.
Third layer: in this layer covers strategies which is applied in research for processing.
Strategies are experimental, survey, case study, action research, grounded theory,
ethnography and archival research. These strategies support research to gather information
and examine its quality.
Fourth layer: In this layer covers qualitative and quantitative methods whi9ch utilizes for
research. Qualitative research methods permits researcher to explore personal accounts

description and view of points. On other hand quantitative methods supports researcher or
organization to measurement of data collection. Beside of these methods includes three
methods mono method, mixed method and multi methods.

Fifth layer: This layer explains about time horizontal methods in which includes cross
sectional and longitudinal methods. Cross section method utilizes for short time study while
longitudinal utilizes for long time study.
Sixth layer: This layer supports researcher to choose appropriate data for research by data
analysis. On the basis of data collection and data analysis, researcher enables to prepare
questionnaire content which proves data best for research.
ADVANATAGE
It elaborates various stage in which includes various methods of data collection.
While each step describes about research methodology which utilizes for data collection.
This method utilizes for business research where understand about issues, fact and finds out
the best data. Thus model manages each steps of research and gives direction to find the best
outcomes in research.
DISADVANATAGE
Its is time-consuming model and it requires accuracy in each stage then desire output
can get. This model concludes various stage which makes it complex.
·LO2
·P3 Research Methodology
It is a specific process or technique which is used to identify, select, procedure and
analyses data or information about topic. Generally, in research, methodology permits reader
to analyses the study’s validity and reliability. Methodology is important for research because
it offers the necessary training for selecting appropriate methods, material, scientific tools
and training in technique’s which is utilized for problem(Quinlan, C., and et.al., 2019.
Research methodology helps to resolve out various planning and operational problems’ even
it involves in decision-making. In this report Saunders Research Onion method will be
chosen and its elements are defined below:
Research approach
It is the plan and the procedure for research in which includes methods of data
collection, analysis and interpretation etc. which is utilized in broad scale. Research
approaches is divided into three types such as inductive research approach, deductive
research and abductive research. Deductive research approach refers validity of the

assumption (theory or hypothesis). It is based on testing theory. The approach can be
explained by hypothesis which obtains from theory(McConville, M. ed., 2017). It gives
explanation between variable and concepts. In this approach time availability is very short to
complete whole study relevant to topic and it avoids risk. On the other hand Inductive
research approach gives contribution to the emergence of new theories and generalization
from the data. This research is generally utilized for research question. Inductive approach
has direction bottom to up and focuses on getting dynamics, robustness, emergence,
resilience.
In this report inductive research approach will be chosen because it utilizes in
business research. Beside of this it is not only utilize in business research but also requires in
qualitative research to get optimized informative data.
Research philosophy
It refers to a belief or a way in which data is collected, analysed and utilized. In
simple term it deals with the resources, nature and development of information or
knowledge. in research philosophy collects primary and secondary which is interlinked with
data analysis. Data analysis is all about to answer of research question and marks of answers
creates new knowledge regarding research(Taylor, R.R., 2017). it is affected by practical
implication. Research philosophy supports Marks and Spencer to understand about
differences between facts and numbers. It of 3 types such as pragmatism, positivism and
realism and in this researcher will choose realism.
Sampling: The process which is used in research in which takes few observations from large
population. Such kind sampling depends on the various type of analysis which is performed
at workplace. Sampling are two types probability sampling and non probability sampling.
Non-probability sampling refers a sample technique in which choose probable sample from
selected population. On other hand Probability sampling refers A technique in which takes
sample from large population. From both sampling will choose probability sampling. In
probability sampling will choose random sampling. In this sampling, can choose random
member from sample(Rosenthal, M., 2016). In this research will choose random sampling
because it offers equal opportunity to each employee to being selected. Sample chosen for
this research is 20 Managers of different departments M&S.

Data collection: The process of collecting and measuring and examining accurate
information which is used for research. Data collection is primary step which supports to
gather information and analysing information by test methods. Data collection is completed
by two procedure such as primary data collection and secondary data collection. Primary data
is collected by investigator or researcher (Almalki, S., 2016). On other hand secondary data
collection refers information or data is collected for purpose which is used by primary data
(investigator) for research process. In this research researcher will choose primary data
collection because it supports to form questioners in the report.
Data collection requires high cost for gathering and analysing data. In this collection
sample size is limited which leads insufficiency during analysing data.
Data analysis: It is the procedure of systematically implementing statistical and logical
technique which describe, elaborate and evaluate data sophistically. In simple term it leads
accuracy and integrity in data which is applied for research process. It is two types thematic
and statistical. Statistical analysis mentions various components in the favour of business
intelligence (Lebow, J.L., 2018). Beside of this it involves in the data collection,
organization, displaying, interpenetration of data etc. on other hand thematic analysis
supports to identify the themes or pattern, analyse and interpreting data within qualitative
analysis. In this research researcher will choose thematic data analysis as it will assist to
interpenetration of each question within the questionnaire.
Data analysis has some limitation such as it requires expertise who have knowledge
about statistics and can handle data. It also breaks the privacy of customers regarding
purchasing, online transaction and subscription.
Cost: The cost is based on research methods. For example, if research is appropriate and
what ever method’s or resources utilize during research as resulted cost is not higher. If
research method is not valid in that case research cost requires higher amount. Cultural
diversity research takes about $5000 sum (Sabri, Y., Zarei, M.H. and Harland, C., 2019).
During cash deficiency organization gets fund from banks, financial institution and family
members.
l壱P4 Data analyis
Theme: 1-M&S is a diverse workplace

Q: 1. Is Marks and Specer having a diverse workplace?FrequiencyYes.15No3Not
sure2Total 20
Interpenetration: From the above table it can be interpreted that out of 20 respondents 15
have replied Yes that M&S is a diverse organization. The reason behind this is that they
believe that it is UK best MNC which believes in diversity. 3 have replied with No, as they
think company failed to manage diverse culture in an organization and 2 are not sue from the
fact. So based on the majority it can be interpreted that M&S has a diverse workplace.
Theme: 2-No discrimination within the workplace.
Q: 2. Employees has been discriminated within the
workplace.FrequiencySA0A2N2DA8SDA.8Total20
Interpenetration: From the above table it can be illustrated that out of 20 participant 8 are
strongly disagreed other eight are also disagreed about non-discrimination at workplace. .
The reason behind is that they think without discrimination law to give equal opportunity
individual employees who belong to different culture can't possible at workplace of M&S.
Two are agreed with no discrimination at workplace because they think to give equal
opportunity each employee at workplace can't possible during decision-making. This process
can be time-consuming. Thus, on the basis of majority can be interpreted that discrimination
is required at workplace.
Theme: 3- Equal opportunity for growth and advancement exists for all types of employees
in organization
Q: 3. Opportunities for growth and advancement exists for all types of employees in an
organisation.FrequiencySA9A8N2DA1SDA.0Total20
Interpenetration: It can be interpreted that out of 20 managers 9 are strongly agreed that
each type of employees who belongs to different culture should provide equal opportunity at
workplace. The reason behind of the statement is that each employee has different experience
or talent due to diversity of culture which can lead innovation in organization. While eight
participants are also agreed with above statement. On other hand 2 are disagreed because

they think M&S is MNC company of UK where organization unable to offer equal
opportunity to each employee at workplace.
Theme: 4- M&S’s training and development programs is effective for meeting the criteria
of diversity in workplace.
Q: 4. Is M&S’s training and development programs effective for meeting the criteria of
diversity in workplace?FrequencyYes.18No1Not sure1Total 20
Interpenetration:It can be interpreted from that out of 20 respondents 18 have replied yes
that M&S posses cultural diversity in organization. The reason behind of the statement is that
individual employee posses different culture along with different talent and training and
development program offers opportunity to each employee to show their talent and learn new
skill which can apply at workplace.. on the basis of training organization can get innovative
idea to growth company on wide scale. While one have replied NO because they think it can
consume more time of company to conducting training and development program. Based on
the majority training and development program can lead effectiveness at workplace.
Theme: 5- Age and gender difference causing a conflict in a workplace
Q: 5. Is age and gender difference causing a conflict in a workplace?
FrequencyYes.14No2Not sure4Total 20
Interpenetration: It can be interpreted that out of 20 participant 14 have replied Yes. The
main reason of this answer is that they believe gender inequality create conflict between