Determining Effectiveness of Staff Training at Marks and Spencer

This research project, titled "To evaluate and determine the effectiveness of staff training and development in customer satisfaction: A case study of Marks and Spencer," investigates the impact of staff training programs on customer satisfaction within the retail giant, Marks and Spencer (M&S). The report begins with an overview of the research, company background, aims, objectives, and research questions, including a Gantt chart for project management. The literature review delves into M&S's company overview, its market position, the impact of training and development on employee performance, the elements influencing organizational policies, and the influence of staff training on customer satisfaction. The research methodology outlines the type of research, approach, data sampling techniques, and data collection tools. The data analysis section examines the gathered data and presents the findings. The conclusion and recommendations summarize the key insights and suggest improvements for M&S's training and development programs to enhance customer satisfaction. The report emphasizes the importance of training and development in improving employee skills, aligning with organizational goals, and ultimately, boosting customer satisfaction. The study underscores the significance of employee training in the retail sector, emphasizing its role in enhancing service quality and maintaining a competitive edge. The report concludes with a discussion of the limitations of the study and directions for future research, highlighting the need for continuous improvement in training programs to meet evolving customer expectations.

Research Project

Table of Contents
TITTLE: ..........................................................................................................................................3
INTRODUCTION...........................................................................................................................3
1.1 Overview of research........................................................................................................3
1.2 Background of company...................................................................................................3
1.3 Aims and objectives.........................................................................................................4
1.4 Research questions...........................................................................................................4
1.5 Gantt chart........................................................................................................................4
TASK 2: LITERATURE REVIEW.................................................................................................5
2.1 Overview of company and its position.............................................................................6
2.2 Impact of training and development on employee...........................................................6
2.3 What are the elements that influence the policies of organisation?.................................7
2.4 Impact of staff training on customer satisfaction.............................................................8
TASK: 3 RESEARCH METHODOLOGY.....................................................................................8
3.1 Type of research...............................................................................................................9
3.2 Approach..........................................................................................................................9
3.3 Data sampling...................................................................................................................9
3.4 Tools for collecting data.................................................................................................10
TASK: 4 DATA ANALYSIS........................................................................................................10
........................................................................................................................................................14
TASK 5: CONCLUSION AND RECOMMENDATION.............................................................16
5.1 Recommendation............................................................................................................16
5.2 Conclusion......................................................................................................................17
REFERENCES..............................................................................................................................18

TITTLE:
“To evaluate and determine the effectiveness of staff training and development in
customers satisfaction: A case study of Marks and Spencer”.
INTRODUCTION
1.1 Overview of research
In this research area, an investigation evaluate the major causes after which the project of
research is being developed by the company. The main purpose of this report is to evaluate
influence of training and development program impact on consumer satisfaction level. In order to
seek effective solution linked with this, organisation will light over some issues or questions
identified in this paper. The whole activities help in achieving organisational target and
performance of worker meeting the client's satisfaction. Thus, company require to develop those
operations and programs which can aid them in meeting the major aim of enterprise i.e.:
consumer satisfaction (Cummings and Worley, 2014). In order to draw attention of majorly
buyers and consumers, the company is developing creative service for meeting numerous service
users for meeting competitive edge in industry. Thus, this is essential to coordinate the research
project for updating organisation accurately situation them global and domestic market through
which aid them in improving their strategies and policies in effective style.
1.2 Background of company
Marks and Spencer is one of largest United Kingdom based international company which
owns estimated 1,380 stores and more in the whole global trade. The organisation render
retailing commodities and luxury food service with value-added quality and cost effective price.
The organisation was initially owned by Thomas Spencer and Michael Marks in 1884 which has
deployed their business approx. 11 countries along with 798 stores in UK only. The organisation
is recently focusing over their expansion of business through using proper marketing and
promotional tools understanding the client's perception (Phillips and Phillips, 2016). As the
number of social media have emerged in the recent scenario, online media has become more
beneficial mean of executing promotional and marketing techniques, thus, company can work
over these elements or mediums for reaching buyers. It is paramount to organise the learning and
training program for worker after certain time periods in order to meet proper consumer
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satisfaction. Thus, it will evaluate the work performance change after proper sessions of training
and learning program within an organisation.
1.3 Aims and objectives
Aim: This research report aims “To assess and determine the effectiveness of training and
development among staff in customers satisfaction: A case study of Marks and Spencer”.
Objectives:
 To assess influence of training and development program on worker performance and
their abilities.
 To analyse the consumer satisfaction level of Marks and Spencer.
 To track the change in consumer satisfaction after providing proper training and
development to staff member.
1.4 Research questions
 What are training and development impact on worker performance?
 What are staff training influence on consumer satisfaction?
 What are components which influence organisation policies?
 What are effectiveness of staff training on level of satisfaction among clients or
consumer?
1.5 Gantt chart
In the respected report, investigator should be informed about the achievement of
organisation through providing proper training and development of organisation in order to meet
the satisfaction among clients (Phillips, 2012). Despite it, this also evaluate the major time period
that undertakes various functions and business operations in major manner that are helping in
meeting the best possible solution. Here is explained the design chart which help in achieving
proper decision-making and determined operations within disciplined period of time:
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TASK 2: LITERATURE REVIEW
The research report need to focus over the elements and factors which can help in
meeting set target and objectives within certain time period using or accumulating proepr
evidence. This part of research will present previous finding and data which have been studied
by researcher on Marks and Spencer along with limitation of consume and used techniques. In
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addition, this is the brief of analysing whole procedure, in which organisation is encountering the
major conflicts and problems for meeting the higher satisfaction level of consumer in better way.
2.1 Overview of company and its position
Overview of M&S: Initially, the organisation was formed by Michael marks their stall in
1884 with the moderate product cost strategy. In 1894, the company joined partnership business
with Thomas Spencer that has expanded their business in over 11 countries and more. The stores
of M&S is more likely stores in whole United Kingdom that is deploying their business in global
market as well (Sallis, 2014). The company is well known for their products consistency,
simplicity and responsible services which are their core values.
Recent Position of Market: The organisation has been enlisted as 6th largest retailing
company of United Kingdom with high revenues amount and sales of services. The firm is being
confined for their succession in strategies, good governance and active stakeholder engagement
but due to weak brand equity, decline in sales and services of organisation can be noticed easily.
The company has approximate £10.6 billion revenues groups. The enterprise is expanding their
reach of consumer through encouraging e-commerce activities and widen the range of
commodities.
2.2 Impact of training and development on employee
Training and development is referred to a core function in the human resource
department which aims to uplift skills and talents of a worker. The main aim which is related to
function of training and development revolves around acquire quality output from employees.
The human resource manager takes into consideration various plans and approaches so that
needs of employees are fulfilled. The needs and capabilities of the employees are altered
according to changes which are carried out in external environment of business organisation.
This is done so that competitive advantage for a business could be achieved with the help of
employees (Adeniran, 2011). It is extremely essential for a manager to organisation training and
development programmes so that employees are developed on personal and professional
grounds. This factor will make sure that they contribute to efforts of the business in an improved
manner achieving optimisation in manufacturing process. The efficiency and effectiveness of
employees are simultaneously enhanced which leads to attainment of organisation goals in an
improved manner.
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However there lies a difference between training and development programme which are
undertaken by the management. Training is an approach which is confined to upgrading skills to
handle a task. The ideal manner in which task is carried out is explained to the employee along
with facilitating expertise while using equipment and machinery. Facilitating training
opportunities for employees stands very expensive (Upadhaya, Munir and Blount, 2014). On the
other hand, development programme for employees takes into consideration psychological
activities. These opportunities are offered to people who are not involved in hardcore technical
jobs. The emphasis is on development of knowledge of employees so that they are able to carry
out their operations in the ideal manner. Therefore it can be ascertained that provision of training
and development to the employee results in improved performance which results in achievement
of goals and targets in the ideal manner.
2.3 What are the elements that influence the policies of organisation?
Policies with an organisation determine the manner in which operations are carried out. It
refers to actions which are taken by the management while carrying out a task. It is referred to as
one of the most important part for an organisation (N. Torres and Kline, 2013). The reason being
managers are provided with guidelines which are to be followed relating to different
circumstances. Organisational policies defines the actions which are to be taken by manager in
situations such as training, conflicts and performance evaluation and management. There are
numerous aspects with a business which can alter the manner in which operations are carried out.
Amongst them, organisational goals and objectives stands at prime. Marks and Spencer aims to
be one of best retail organisation in the market of United Kingdom. Therefore the policies which
will be developed will contribute more to the attainment of such objectives.
Another element which carry the potential for alternating policies for a business are
strategies which are employed by company to fulfil its duties. For instance: The policy
guidelines for Marks and Spencer suggests that training will be provided to employees for
creating a culture of continuous improvement. This strategies will determine the future course of
action with the organisation. Conforming to the policy, a manager have to make certain efforts to
provide training and development opportunities to employees so that they are able to uplift their
performance. The guidelines could be influenced by the performance indicators which have been
used by the company to evaluate outcomes of execution of employees. The action plan for the
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company defines that 360 degree appraisal will be employed so that better examination of the
employees can be conducted.
2.4 Impact of staff training on customer satisfaction
It is a known fact that employees carries a direct impact on the quality of services which
are offered to the service user. The quality of experience which is rendered to a service users are
determined by the employees working with the company (Sundaray, 2011). Therefore a business
organisation aims to invest in training and development programmes so that better results could
be achieved. The reputation for a business in service industry is determined by the employees
itself. The training and development programme provides with an opportunity to them to carry
out their operation in their best possible capacity. The enlargement of knowledge and skills will
help them in identifying their responsibilities towards the consumers which are addressed in
desired manner. Training and development opportunities carries numerous benefits for
employees as well as for organisation. The labour retention of business organisation tend to be
higher and expertise could be developed if they perform similar function for a longer period of
time. Such measures carry a direct positive impact on the manner in which customers are served.
Marks and Spencer have been able to provide much importance to the training and development
platforms for the employees. The justification for the same is that it has been identified that
training programmes carry a positive impact on the performance based output along with
providing confidence to them while dealing with new challenges with confidence. The managers
with the company have tried to equip employees with ideal skills so that they are able to cater the
requirement of the prospects in the ideal manner (Dirani, 2012). The researches relating to
training and development have identified that effective programmes have carried a enhancement
in capabilities of carrying out of a task by employee which impacts positively the experience
derived by a consumer.
TASK: 3 RESEARCH METHODOLOGY
In the investigation part, this is one of fundamental step to determine methodology of
research and several practices for gathering the required data and needed evidence as well as
effective data for carry out adequate outcome in systematic manner. In addition, this analysis will
light on major components along with figures and numerical part. Thus, the aim of report is to
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gather effective evidence using authentic accumulation method to accomplish organised steps of
research project in order to meet the marketing strategies, terms and elements in proper manner.
3.1 Type of research
The investigation process is complicated and scientific procedure which need proper
evaluation of data collected using authentic method for meeting accurate outcome and decision-
making procedure (Elnaga and Imran, 2013). It is long and complicated process that accompany
different types of research methods i.e. qualitative and quantitative method of research for
meeting determined outcome. Quantitative method of research is conducted to get the numerical
data and facts linked with the paper work whereas qualitative research form over standard work
quality ensuring the behaviour evaluation of whole project. Thus, it can be identified by
collecting several information through quantitative research for understanding the facts and
statics related to worker's performance after training affecting the consumer satisfaction.
3.2 Approach
This is essential step in which the researcher shapes the procedure and plan which include
various broad assumption steps to elaborated method of accumulation of data interpretation and
analysis. There are mainly two structure or approaches of research which is being used while
developing a project of research which is inductive & deductive (Avilova Gulei and Shavyrina,
2015). In this research type, the inductive approach would be appropriate as this can help the
research or analyst the hypotheses and improvement as per the assessment. Deductive approach
is exact contrary to inductive approaches.
3.3 Data sampling
Data sampling is the statistical evaluation method utilised to manipulate, analyse and
select the representative subset of information for identifying trends and patterns in larger set of
data which is being evaluated. In simple term, the strategy of data sampling selects the
representative from entire research population from which the feedback process is being filled.
Usually, the major scheme and strategy organised by M&S in this report is simple non-
probability method for presenting whole public in fair way. This can help organisation in
designing and developing through organisation's team of marketing.
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3.4 Tools for collecting data
This is paramount task for a research project to gather authentic data and information
which can help in meeting the determined outcome with proper facts. This is essential for a
research to accumulate various information from market such as consumer feedback, position of
market and interest through organising various plans, design or process of decision making
(Börner, Moormann and Wang, 2012). Through the help of questionnaire method, one can
resolve their issues and gather primary data from various sources of business leading to new
facts and finding linked with M&S.
TASK: 4 DATA ANALYSIS
This part of research present population of research assignment which has been chosen as
the major respondents. The company has determined to use the questionnaire method as data
accumulation tool for their case study setting 20 responder as their sample. Here are the
interpretation along with analysis of gathered data is elaborated:
QUESTIONNAIRE
Name:
Age:
Gender:
Q.1. Does M&S is able to meet satisfaction level among their potential consumer? Yes No
Q.2. Does Marks and Spencer utilise proper techniques or method for developing training
sessions for their worker? Yes No
Q.3. Do period of training and development help in meeting new skills among employee? Agree Disagree
Q.4. Does any improvement have been noticed in Marks and Spencer after the training and
development period? Yes
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 No
Q.5. Is Marks and Spencer using appropriate training techniques for improvement of
worker? Agree Disagree
Q.6. According to analysis of consumer response, what is the satisfaction level after
coordinating training among staff? Excellent services Good services Aggregate services Worse services
Q.7. According to your opinion, does the training process for staff members effective in
respect of satisfaction of service user? Yes
 No
INTERPRETATION
Theme 1: M&S render satisfactory services to consumer
Q.1. Is M&S able to meet satisfaction level
among their potential consumer?
Rate
 Yes 13
 No 7
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Interpretation: Above graph states that 13 out of 20 responder claims that service and
products of M&S are satisfactory. On the other side, 7 of them still are does gratified with the
service they have experienced from the organisation.
Theme 2: M&S use effective technique for training of employee
Q.2. Does Marks and Spencer utilise proper
techniques or method for developing training
sessions for their worker?
Rate
 Yes 12
 No 8
12
Yes No
0
2
4
6
8
10
12
14 13
7
Frequency
Yes No
0
2
4
6
8
10
12
12
8
Frequency

Interpretation: Marks and Spencer use proper training methods and techniques for their
worker in order to provide them new skills and knowledge which increase their working
efficiency and productivity. 12 of them agree with this statement where there are still 8 responder
who does not agree with this.
Theme 3: Training and Development support new skills and Knowledge
Q.3. Do period of training and development
help in meeting new skills among employee?
Rate
 Agree 14
 Disagree 6
Interpretation: Training helps in meeting the desired outcome through rendering proper
services and suggestion to consumer in regard of organisation's commodities. 14 of them agree
with the fact that M&S training program develop new skills and knowledge among worker. On
other side, 6 responder were disagree with this statement.
Theme 4: Training lead to organisational change
Q.4. Have any improvement been noticed in
Marks and Spencer after the training and
development period?
Rate
13
Agree
Disagree
0 2 4 6 8 10 12 14
14
6
Frequency

 Yes 15
 No 5
15
5
Yes
No
Interpretation: Above graph explain that training helps in enhancing overall performance
of worker leading more organisational benefits to Marks and Spencer. 15 responder claimed that
this is an appropriate techniques and M&S have been adopting effective methods of training
whereas 5 of them disagree with this.
Theme 5: Effective training lead to success
Q.5. Is Marks and Spencer using appropriate
training techniques for improvement of
worker?
Rate
 Agree 10
 Disagree 10
14
Agree Disagree
0
1
2
3
4
5
6
7
8
9
10
10 10
Frequency

Interpretation: Effective method of training assist in using organisational resources in
best way. 10 of responder believes that M&S achievement's cause is proper training and
development for employee which lead to retention of worker enhancing the company's
sustainability in market. On the other hand, 10 disagree with this facts and causing inappropriate
program of training as major cause of decline in sales of M&S.
Theme 6: Mostly consumer are satisfied with service of Marks and Spencer
Q.6. According to analysis of consumer
response, what is the satisfaction level after
coordinating training among staff?
Rate
 Excellent services 9
 Good services 6
 Aggregate services 3
 Worse services 2
Interpretation: This report presents satisfaction among consumer related to enterprise
service and products. 9 responder agreed over excellent service where 6 of them find the service
better and satisfactory. 3 of testee states that services of company are aggregate. Where 2 of them
find the service of M&S rough and worse.
15
9
6
3
2
Excellent services
Good services
Aggregate services
Worse services

Q.7. According to your opinion, does the
training process for staff members effective in
respect of satisfaction of service user?
Rate
 Yes 15
 No 5
Interpretation: 15 responder agreed with this fact that training render consumer
satisfaction in direct or indirect ways. Where 5 of them was disagree with this statement.
TASK 5: CONCLUSION AND RECOMMENDATION
5.1 Recommendation
This can be implied after the data evaluation that Marks and Spencer is one of largest
retailing chain in United Kingdom employing numerous worker in their company. The company
need to organise effective method of training and development including proper on-the-job and
off-the-job training in order to meet proper gratification and retention of employee. Satisfied
worker can lead to better services and business operation productivity that can help in meeting
desired outcome in better manner (Brun, 2011). There are various effective and more digitalised
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Yes
No
0 2 4 6 8 10 12 14 16
15
5
Frequency

methods such as interactive training programs, hands-on training, computer based training,
online e-learning etc. This will help in enhancing better work and performance among consumer
helping in better work abilities and skills among worker. Thus, effective services to consumer
can be optimised with the assistance of training and learning programs improving the suggestion
and other services among employee. Marks and Spencer require to focus over their employee for
managing increment in market positioning and enhance in service user base within organisation.
5.2 Conclusion
As per the above report it can be concluded that session of training which are helping in
achieving proper innovation and service or product creativity. By organising training session
among the staff members, business organisation can attain their targetted goals and objectives
among service user. There are several methods that can be opted within an organisation that can
uplift sales growth and consumer satisfaction level within an organisation.
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REFERENCES
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Cummings, T. G. and Worley, C. G., 2014. Organization development and change. Cengage
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Phillips, J. J. and Phillips, P. P., 2016. Handbook of training evaluation and measurement
methods. Routledge.
Phillips, J. J., 2012. Return on investment in training and performance improvement programs.
Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Adeniran, P., 2011. User satisfaction with academic libraries services: Academic staff and
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Upadhaya, B., Munir, R. and Blount, Y., 2014. Association between performance measurement
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N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
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Sundaray, B. K., 2011. Employee engagement: a driver of organizational effectiveness.
European Journal of Business and Management. 3(8). pp.53-59.
Dirani, K. M., 2012. Professional training as a strategy for staff development: A study in training
transfer in the Lebanese context. European Journal of Training and Development.
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Elnaga, A. and Imran, A., 2013. The effect of training on employee performance. European
Journal of Business and Management. 5(4). pp.137-147.
Avilova, Z. N., Gulei, I. A. and Shavyrina, I. V., 2015. Formation of the customer-centric
organizational culture of the university as a factor of effective social and economic
development of the region. Mediterranean Journal of Social Sciences. 6(3 S5). p.207.
Börner, R., Moormann, J. and Wang, M., 2012. Staff training for business process improvement:
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Brun, A., 2011. Critical success factors of Six Sigma implementations in Italian companies.
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Kalargyrou, V. and Woods, R. H., 2011. Wanted: training competencies for the twenty-first
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pp.361-376.
Online
M&S’s marketing boss on bringing a ‘cultural point of view’ to the retailer. 2017. [Online].
Available through:<https://www.marketingweek.com/2017/05/04/marks-and-spencer-
talks-google-new-campaign/>.
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