Analysis of M&S: Ways to Improve Business Performance

This report presents an analysis of Marks and Spencer's (M&S) business performance, aiming to identify ways to improve it. It begins with an introduction outlining the project's aim and objectives, which include understanding M&S's current business performance, identifying contributing factors, and recommending improvements. The report details a project management plan, including cost, scope, time, quality, communication, and risk assessments. A project plan with a timeline and cost breakdown is provided, along with a work breakdown structure, Gantt chart, and network diagram. Small-scale research is conducted via a questionnaire given to M&S managers, and the collected data is interpreted thematically. The analysis includes current business performance, respondents' views, profitability, customer service, technology adoption, and online marketing. Recommendations are made for improvement based on the research findings.

MANAGING SUCCESSFUL
BUSINESS

TABLE OF CONTENTS
TOPIC..............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1) Project's aim and objectives..................................................................................................1
P2) Project management plan......................................................................................................2
P3) Project plan...........................................................................................................................3
M1) Comprehensive project management plan..........................................................................5
LO 2.................................................................................................................................................6
P4) Small scale research (Research methods and tools).............................................................6
M2) Accuracy of research methods..........................................................................................15
D1) Critical evaluation on project management process..........................................................15
LO 3...............................................................................................................................................16
P5) Analysis of research and specification tools for conducting survey..................................16
P6) Recommendations for project.............................................................................................17
M3) Tools and techniques for accuracy in project....................................................................17
LO 4...............................................................................................................................................17
P7) Reflection on own learning for project...............................................................................17
M4) Evaluation on project management process and own learning.........................................17
D2) Critical evaluation on project outcomes and justification of recommendations................18
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INDEX OF TABLES
Table 1: Project plan........................................................................................................................3

ILLUSTRATION INDEX
Illustration 1: Work Breakdown structure.......................................................................................4
Illustration 2: Gantt chart.................................................................................................................5
Illustration 3: Network diagram.......................................................................................................5
Illustration 4: Current business performance of M&S.....................................................................8
Illustration 5: Respondents' views on increasing business performance of entity...........................9
Illustration 6: Profitability and marketability of M&S..................................................................10
Illustration 7: Customer dealing services of M&S........................................................................11
Illustration 8: Technologies adopted by M&S...............................................................................12
Illustration 9: Online marketing provided by M&S.......................................................................13
Illustration 10: Critical evaluation on business performance of M&S..........................................14
Illustration 11: The best way to improve business performance of M&S.....................................15

TOPIC
“To identify the ways for improving business performance of organisation: A case study
on Marks and Spencer”.
INTRODUCTION
It is essential to analyse the current business performance of any entity by which different
ideas are generated for its improvement. It influences company's effectiveness and further
implementations at higher level. Present report is based on understanding several ways for
improving the business performance of Marks and Spencer (M&S). It is a wide spread retail
sector organisation of UK that provides groceries, food items and home products to a million of
people across the country. In this regard, project management plan for data collection and
identifying entity's actual performance are discussed. Including this, reflection on own learning
and performance as participating in project will be introduced. However, project plan and
management tools are understood in this assignment for appropriate decision making regarding
improving business performance of the entity.
LO 1
P1) Project's aim and objectives
Project is based on following aim and objectives as discussed below:
Aim of the project:
“To identify the ways for improving business performance of Marks and Spencer”.
Objectives of the project:
Following targets are determined for decision making regarding enhancing efficiency of
M&S:
 To understand the significance of analysing current business performance
 To identify several factors that contribute in the business operations of M&S
 To assess the ways for improving business performance of entity
 To recommend suggestions for project and considerations for managing business
operations
However, project aims to identify the ways in which business performance of M&S can
be maximized. Including this, factors related with project and managing business operations are
determined for the decision making regarding further implementations (Argirova and Ivanov,
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2015). Therefore, project can success effectively as for analysing M&S' actual business activities
and creating effective preparation for its development. The organisation is to be focus on
improve decision making process for new implementation must be used in overall development
in future time period.
P2) Project management plan
Project planning involves different tools for accomplishing the tasks and meeting goals as
cost incurred in project, time consumed for accomplishing tasks, quality of resources used in
business operations, assessing risks and so on (Bonnal, 2014). However, for project on
identifying ways to improve the business performance of M&S, project management plan and
different tools to be considered are as follows:
 Cost: Under this, cost incurred on business operations and for project is identified. For
instance: expenses incurred on advertisements, production and distribution of goods
(Demeulemeester, Kolisch and Salo, 2013). Therefore, appropriate decisions are made
regarding further business operations and for improving its quality services.
 Scope: This project is based on understanding the scope as identifying ways to improve
M&S' business performance. It generates a variety of ideas for increasing productivity,
profitability and marketability of the entity (Jiang and Klein, 2014). Including this, it is
effective to identify the actual business performance and appropriate decision making for
its further implementation.
 Time: Project is related with identifying the time consumed in accomplishing any
specific task in an appropriate time. Therefore, for recognising the actual business
performance of M&S, timing for all activities is determined.
 Quality: For project management plan, quality used in resources and materials is
analysed. In this regard, different ideas are generated for improving the quality of goods
and services of M&S (Kolesnikova and et.al., 2015). Similarly, it is effective for
developing the efficiency and effectiveness of organisation at higher level.
 Communication: For accomplishing tasks and project, it is essential to communicate the
project plan and strategies among workers involved in team (Lippe and vom, 2016).
Therefore, good understanding can be created among team members and they will
coordinate effectively to meet its goals.
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 Risks: It is considered that different risks are occurred for project such as fund, people,
resources, etc. However, lack of required fund and resources affect the success of project
adversely. Similarly, lack of coordination among workers involved in project remains a
challenging task for M&S.
 Resources: For any project plan, various resources are identified like people, finance and
materials for business operations (Lloyd, French and Crawford, 2016). Therefore, it is
needed to involve all these resources for project and implementing its activities. It will be
effective for analysing the actual business performance of M&S and improving it
efficiently.
All such factor is one of the most important part to improve current market needs or increase the
overall development in planning. In additions, expenses incurred on advertisements, production
and distribution of goods. On the other hand, risks are occurred for project such as fund, people,
resources, etc.
P3) Project plan
Project plan involves time schedule and determines timing for its tasks to be
accomplished in specific time period (Mir and Pinnington, 2014). Project plan for analysing the
current business performance of M&S is as follows:
Table 1: Project plan
Plan Activity Time frame Cost incurred
A Identifying project's aim 4 days 100
B Project planning 6-7 days 200
C Team building and work segmentation
among workers
3-4 days 100
D Data collection 10 days 1000-1200
E Data interpretation 5 500
F Cost calculation 2 days 100
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G Performance evaluation 5-6 days 400
H Taking feedback from workers 4 days 300
I Reporting 3-5 days 200
It is structured by work breakdown structure and Gantt chart for identifying the timing for
its tasks as mentioned below:
Work Breakdown structure: This structural framework is to demonstrate all project
planning as from start to its closer (Morris, 2013). In this regard, work breakdown structure for
the project is identified as:
4
Illustration 1: Work Breakdown structure

Gantt chart: According to this project plan structure, timing for accomplishing
determined tasks are identified. However, Gantt chart for the project plan is identified as:
Illustration 2: Gantt chart
Network diagram: This diagram shows all the activities of project which are interlinked
with each other (Olofsdotter and et.al., 2016). For project plan for identifying business
performance of M&S, network diagram is to presented as:
Illustration 3: Network diagram
5

M1) Comprehensive project management plan
Project management plan involves activities and tasks for analysing the current business
performance of M&S. On which, appropriate decisions are made regarding improving its quality
services of the entity (Robichaud and Anantatmula, 2015). In this regard, planning is created
systematically in context of cost incurred, time consumed and workers' performance in
accomplishing tasks, etc. However, all aspects and planning tools are identified for getting
success in project and improving business performance of M&S. Including this, how much cost
in to be incurred in business operations and what quality of resources are to be used recognised.
It is impacted on further implementations and managing business operations of the entity
effectively. Including this, workers' performance is also recognised by which work can be
segmented among them for project and meeting objectives effectively.
LO 2
P4) Small scale research (Research methods and tools)
For analysing current business performance, research is to conduct survey with 10
managers of M&S as for identifying their views. In this process, he selects them randomly by
which different ideas can be generate for further implementations (Project management, 2016).
However, he prepares a questionnaire consists of list of questions related to conduct survey. In
accordance to this, questionnaire is to be identified as:
QUESTIONNAIRE
(MARKS AND SPENCER)
Name:
Department belonged to:
Q.1 How is the current business performance of M&S?
 Good
 Increasing
 Neutral
 Decreased
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Q.2 In your opinion, is organisation's business performance getting increased?
 Yes
 No
Q.3 Comment on profitability and competitiveness of M&S.
 Increasing
 Neutral
 Decreasing
Q.4 How is customer dealing services of the entity?
 Effective
 Satisfied
 Adequate
 Decreasing
Q.5 Is there new technologies adopted in M&S for improving its quality services?
 Yes
 No
Q.6 How is online marketing of the organisation?
 Good
 Neutral
 Bad
Q.7 According to you, which of the following business is required to be improved for M&S?
 Quality of goods and services
 Online marketing
 Management of business operations
 Others
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Q.8 Suggest the most appropriate way for improving business performance of the organisation?
 Adopt new technologies
 Maintaining public relations
 Advertising products and services at maximum level
Any suggestion for enhancing efficiency of M&S.............
Data interpretation:
All collected data are identified thematically can be understood as:
Theme 1: Current business performance
Good 3
Increasing 4
Neutral 2
Decreased 1
Total number of
respondents 10
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Interpretation: At first, researcher asks about managers' views on actual business
performance of M&S. However, it is evaluated that 4 out 10 favoured for increasing at higher
level also demonstrated effective goodwill in market. On this basis, it can be forecast that its
business performance can be maintained and improved in the future time effectively. The work is
to be done on the culture based
Theme 2: Respondents' views on its development
Yes 8
No 2
Total number of
respondents 10
9
Good Increasing Neutral Decreased
0
0.5
1
1.5
2
2.5
3
3.5
4
Column C
Illustration 4: Current business performance of M&S

Interpretation: In this research, it is observed that how many respondents are agreed with
statement that its performance is getting increased. It is presented in the form of bie graph, where
blue colour represents number of respondents who take favour while orange who are disagreed
with the statement. In this regard, it is observed that 80% respondents are agreed with its
increased performance which demonstrate its development in the future time as well.
Theme 3: Profitability and competitiveness of the entity
Increasing 5
Neutral 3
Decreasing 2
Total number of
respondents 10
10
8
2
Yes
No
Illustration 5: Respondents' views on increasing business performance of entity

Interpretation: It is interpreted that 50% managers are favoured for increasing in profit
level and marketability of M&S. It can be maintained and improved in the upcoming time b y
adopting innovative technologies and maintaining good relations with public in wide range.
Theme 4: Customer dealing services of M&S
Effective 4
Satisfied 3
Adequate 2
Decreasing 1
Total number of respondents 10
11
Increasing Neutral Decreasing
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Column C
Illustration 6: Profitability and marketability of M&S

Interpretation: On analysing customer dealing services of M&S, it is identified that 4 out
of 10 managers express positive views which can be implemented. Including this, they also
express that customers are satisfied with its services which as fresh food items and effective
home products.
Theme 5: Technologies adopted by company for improving its quality services
Effective 5
Satisfied 3
Adequate 1
Decreasing 1
Total number of
respondents 10
12
Effective Satisfied Adequate Decreasing
0
0.5
1
1.5
2
2.5
3
3.5
4
Column C
Illustration 7: Customer dealing services of M&S

Interpretation: In this research, impact on business performance of M&S is evaluated by
adopting technologies. It is observed that 50% respondents favoured for improving in quality
services and increasing demand for goods and services at maximum level.
Theme 6: Online marketing of M&S
Good 2
Neutral 2
Bad 6
Total number of respondents 10
13
5
3
1
1
Effective
Satisfied
Adequate
Decreasing
Illustration 8: Technologies adopted by M&S

Interpretation: It is critical evaluation regarding business performance of M&S, as 6 out
of 10 managers says that organisation should work on improving its online marketing. In terms
of this, customers do not order online for purchasing due to late in delivery of products. Thus,
this facility is required to be improved in future time.
Theme 7: Critical evaluation on business performance of organisation
Quality of goods and
services 2
Online marketing 5
Management of
business operations 3
Others 1
Total number of
respondents
10
14
Good Neutral Bad
0
1
2
3
4
5
6
Column C
Illustration 9: Online marketing provided by M&S

Interpretation: It is recognised that 50% respondents express their views that it is
essential for M&S to improve online marketing of its products. It will be effective to maximize
customers' satisfaction level and increasing demand for goods and services at higher level.
Theme 8: Appropriate way to improve business performance of M&S
Adopt new technologies 2
Maintaining public relations 6
Advertising products and services at
maximum level 4
15
2
5
3
1
Quality of goods and services
Online marketing
Management of business
operations
Others
Illustration 10: Critical evaluation on business performance of M&S

Total number of respondents 10
Interpretation: For gaining managers' suggestion in context to improve business
performance of M&S, it is analysed that by maintaining good relations wit public will be
effective. However, customers will be aware with new creations in business operations and
product services of the entity in wide range.
M2) Accuracy of research methods
For analysing actual business performance of M&S, survey is conducted with 10
managers of the entity. However, different opinions are gained as well variety of ideas for
project and increasing its efficiency. Including this, it is justified that accurate data are collected
on which further decisions can be made appropriately (Bonnal, 2014). It influences entity's
effectiveness and implementation at higher level also for its development in terms of
productivity and profitability at higher level.
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Adopt new technologies
Maintaining public relations
Advertising products and services at maximum level
0 1 2 3 4 5 6 7
Column C
Illustration 11: The best way to improve business performance of M&S

It is recognised that collected data are accurate and true as for analysing M&S' actual
business performance. Including this, all ethical considerations are considered during data
collection impacted on decision making regarding its business operations. Along with this,
critical evaluation on gathered information is created which remain effective for favourable for
entity's growth for longer time period.
D1) Critical evaluation on project management process
Project management process includes all stages of tasks to be accomplished for
improving business performance of M&S. In accordance to this, different ideas are generated for
adopting technologies and improving quality services of the entity. On critical evaluation, it is
identified that lack of required resources and fund impact on project adversely (Jiang and Klein,
2014). Similarly, gaining coordination of all team members towards accomplishing tasks remain
challenging. Likewise, occurrence of uncertain changes affect project and decision making
regarding improving business performance negatively.
Though all processes determined in project get implemented efficiently but some
implications are also identified during project. As lack of required resources and fund, lack of
coordination among workers, inappropriate planning and so on. However, it is essential to
consider all these factors during project and meeting entity's goals.
LO 3
P5) Analysis of research and specification tools for conducting survey
Research is done with managers of M&S by which different ideas are created for
improving business operations in the future time (Kolesnikova and et.al., 2015). In this regard,
following approaches, philosophy and designs are used as: Research approach: For data collection process, researcher is to use inductive approach
which includes theories and other data collection tools. However, business performance
of M&S can be analysed effectively influences further decision making. Research philosophy: Investigator uses interpretivism philosophy for data collection as
observing respondents' views and conducting face to face interview. Therefore, research
can be done appropriately for the data collection and improving its performance at higher
level.
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 Research design: For data collection, researcher uses descriptive design as description all
methods, outcomes and suggestions for project (Lippe and vom, 2016). In accordance to
this, current business performance of M&S can be interpreted effectively impacted on its
further operations. Data collection: For data collection, researcher is to conduct survey with randomly
selected 10 managers of M&S. Thus, actual business performance of the entity can be
identified as well their suggestions for project and improving quality services efficiently.
 Data analysis: In this process, research outcomes are analysed on which decisions are
made regarding further implementations (Robichaud and Anantatmula, 2015). However,
different tools and suggestions are obtained for enhancing quality services and
performance of the organisation at higher level.
P6) Recommendations for project
For project on analysing business performance of M&S, following recommendations are
required to be considered as:
 All collected data and information of entity should be accurate and right.
 Ethical considerations should be considerations during research and decision making
regarding business operations (Olofsdotter and et.al., 2016).
 All strategies prepared for project should be implemented effectively to get success and
improve business performance of M&S.
M3) Tools and techniques for accuracy in project
It is observed that gathered data in relation to business performance of M&S is accurate
as of conducting survey and all (Demeulemeester, Kolisch and Salo, 2013). However, tools used
for project and data collection process are effective and in favour of organisation's effectiveness.
In addition to this, critical evaluation is created on business performance by which appropriate
decisions can make regarding its further implementations.
It is identified that used approach as inductive is suitable for theories and collecting data
appropriately. Likewise, interpretivism philosophy is related with conducting interview and
observing respondents' views on current business performance of M&S. However, discriptive
design is used to demonstrate all aspects of project including positive and negative by which
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research can be conducted effectively for the further implementations and appropriate decision
making.
LO 4
P7) Reflection on own learning for project
As participating in project plan for M&S, I improved skills as communication, problem
solving, leadership etc. However, I observed different positive changes in my performance for
dealing with issues occurred during project and decision making. As reading articles and online
links, my knowledge get enhanced towards improving business and market performance of the
organisation. Along with this, my time management skills get developed for accomplishing tasks
in specified time effectively. Hence, several positive changes are obtained which impacted opn
my personality and professionalism.
M4) Evaluation on project management process and own learning
Project get succeed as determined to accomplish tasks in appropriate time. In accordance
to this, research is conducted effectively for analysing M&S' managers' views on its current
performance (Mir and Pinnington, 2014). However, different ideas are generated for improving
its performance at higher level. Likewise, on analysing own learning, it is evaluated that my
skills and performance get improved by participating in project plan and getting success.
In this regard, determined planning for project and managing it impacts on improving
business performance of M&S. In addition to this, on analysing my own performance as
participating for project, I get several positive changes in my performance as improving skills
like; communication, problem solving and so on. However, on critical evaluation, it is
recognised that I need to work on improving my time management skills to accomplish any task
in appropriate time.
D2) Critical evaluation on project outcomes and justification of recommendations
Project outcomes are positive as for identifying actual business performance of M&S o
which decisions are made regarding its improvement. However, all processes get implemented
effectively for project and getting success. In addition to this, variety of ideas are created to
improve business performance and success in project plan (Jiang and Klein, 2014). On critical
evaluation, it is evaluated that lack of coordination is identified among team members for
project. Therefore, for the further research and improvement, it is essential to work on positive
19

environment and gaining participation of each team member for project. Along with this, it is
observed that online marketing of M&S is not so effective which is required to work on.
Therefore, it is needed for entity to improve online marketing linked with customers' satisfaction
at maximum level.
On evaluating project's outcomes, it is gained that all strategies are implemented properly
as well several positive changes are identified in performance of M&S and my skills as well.
Including this, it can be more effective through conducting online survey in the future time
remains time consuming. Thus, working on critical evaluation of current project, it will be
effective for enhancing efficiency of M&S at higher level in the future time.
CONCLUSION
It is concluded that identifying current business performance of M&S is essential by
which different ideas are generated for improvement. In this regard, research methods and
project plan has been identified to get success and enhancing entity's efficiency effectively.
Including this, significance of this project on analysing actual performance and further decision
making is determined in this assignment.
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REFERENCES
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Management Information Systems. 7(5). pp. 13-16.
Kolesnikova and et.al., 2015. "Ergodicity of project management system", Trudy Odesskogo
Politehničeskogo Universiteta. 89(6). pp. 83-90.
Lippe, S. and vom Brocke, J. 2016. "Situational Project Management for Collaborative Research
Projects: Situational Project Management", Project Management Journal. 7(5). pp. 76-96.
Lloyd, French, E. and Crawford, L. 2016. "Rethinking researching project management:
Understanding the reality of project management careers", International Journal of
Managing Projects in Business. 67(5). pp. 903-930.
Mir, F.A. and Pinnington, A.H. 2014. "Exploring the value of project management: Linking
Project Management Performance and Project Success", International Journal of Project
Management. 9(5). pp. 202-217.
Morris, P. 2013. "Reconstructing Project Management Reprised: A Knowledge Perspective",
Project Management Journal. 56(5). pp. 6-23.
Olofsdotter and et.al., 2016. "Doing masculinities in construction project management: We
understand each other, but she", Gender in Management: An International Journal. 78(6).
pp. 134-153.
Robichaud, L.B. and Anantatmula, V.S. 2015. "Greening Project Management Practices for
Sustainable Construction", Journal of Management in Engineering. 67(5). pp. 48-57.
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Online
Project management. 2016. [Online]. Available through:
<http://home.hit.no/~hansha/documents/theses/projectmanagement.pdf>.
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