An Investigation into the Role of IT in Marks & Spencer's Business

This report examines the crucial role of Information Technology (IT) in the success and challenges faced by Marks & Spencer, a prominent British multinational retailer. The report begins with an introduction to IT and its impact on the retail sector, emphasizing its role in enhancing efficiency and customer engagement. A literature review explores the factors that contribute to Marks & Spencer's success through IT, such as digital strategies, innovation, and customer-centric approaches. The report also delves into ethical and social issues related to IT, including data security, copyright infringement, and security concerns. Furthermore, it discusses various networking techniques employed by Marks & Spencer, including real-time inventory management, chatbots, and mobile wallets. The importance of intranet and internet technologies within the company is highlighted, along with the different stages of the system development life cycle. The report concludes with an analysis and discussion of the findings, emphasizing the significance of IT in driving Marks & Spencer's business performance and providing a roadmap for future strategies.

Individual report

Table of Contents
INTRODUCTION ..........................................................................................................................1
LITERATURE REVIEW................................................................................................................1
Role of IT in the success or failure of Marks & Spencer............................................................1
Ethical and social issues that pertain to running businesses.......................................................2
Types of networking technique...................................................................................................3
Importance of intranet and internet in Marks & Spencer............................................................4
Different stages of system development life cycle.....................................................................6
ANALYSIS AND DISCUSSION...................................................................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Information technology is defined as use of computer system, software or several
networks for the processing as well as distribution of data to simplify the work and reduces the
chances of error. IT plays a crucial role in the growth of retail sector by improving the efficiency
of work performed by company. Marks & Spencer is a British multinational retailer which
maintains a chain of retail store throughout the world for offering high quality product or
services. It deals in product category like grocery items, clothing, furniture and luxury food
product. The main purpose of this report is to identify the role of information technology in the
growth of Marks & Spencer in term of its productivity, saving cost, time etc.
LITERATURE REVIEW
Role of IT in the success or failure of Marks & Spencer
As per the view point of Vivek Puri, (2018), retail business is now experiencing a
greatest success and growth with the shift to digital commerce as now very few customers prefer
to shop in traditional way at retail store or mall and most likely to purchase things from online
medium. The information technology has brought up several new opportunity to make a
business grow and succeed in competitive market. This is because integration with information
technology smooth up the process of working. Information technology also proves to be a boon
for Marks & Spencer as with the used of Information technology it become able to strengthen its
customers base by adopting several practices like online shopping, digital communication, cloud
computing, social networking, digital marketing and many more. Following are the factors that
are provide by Information technology and supported Marks & Spencer to achieve success in
marketplace:
 Digital at core:- Development of omni-channel is consider to be one of the main motive
of retailers from years in order to achieve success and competitive advantage. But the
information technology has provided a medium to retailers like Mark & Spencer to
develop omni channel in order to increase demand for product or services with the help
of Click and Collect option, cross channel operations etc. By integrating IT in its
operations Marks & Spencer become able to provide medium through which its
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customers can leverage the benefit of getting location based technology which help in
enhancing the shopping experience of customer.
 Innovation driven culture:- The integration of information technology within the
operations of Marks & Spencer has now supported company to develop a culture of
innovation. Here with the help of technology regularly a new development performed
with the operations as well as manner in which customer get served. This in turn
supported in improving the shopping experience of customer by simplifying the
purchasing process of customers. In addition to this technology has also emphasized
toward improving the communicational medium between the organisation and customers
which in turn supporting Marks & Spencer in improving their relationship with customers
for long run and influencing them to purchase product or services.
 True customer obsession:- In today's world customer are becoming more advance and
always demand for higher which in turn created pressure for retailers regarding tackling
the expectation of customers. Technology has supported Mark & Spencer in serving
customer within best manner by providing them an option of getting 24*7 shopping
services, direct interaction with company for problem resolving, more product options
etc.
Ethical and social issues that pertain to running businesses
As per the view point of Ryan Lunka, 2019, Though information technology provides a
medium to business success with the help of factors like SEO, marketing and data analysis, there
are some ethical and social issues present that affect Mark & Spencer operations. These issues
may affect the brand image, quality of operations etc. which in turn may leads to failure of
business. Following are some ethical and social issue that are required to be consider by Mark &
Spencer in order to run its business effective:
 Online data Theft & Security:- Data theft is one of the most concern area in these days,
especially when it is about E-commerce or online retailing practices. Online selling is
now become a biggest trend in retail industry and though Mark & Spencer has entered in
this segment with a aim to provide seamless shopping experience to its customers. But
despite from all these it is responsibility of Marks & Spencer that they must ensure E-
commerce transaction must be performed through a secure medium and do not result into
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theft. This is because customer share several authentic information over website such as
credit card number, personal information, email, password and many more.
 Copyright infringement:- Piracy is another major issue with digital product in which
unauthorised person sell duplicate product or services over the name of company. The
fast internet access and reduction within the cost of storage has leads to increase in
infringement crimes. This fraud practices are consider as biggest social issues in which
customer get betrayal by getting second copy or original product under the name or
copyright of company. This creates negative image of Marks & Spencer in front of
customers which may lead to business failure. Hence, Marks & Spencer must focuses
toward avoiding these practices in order to maintaining a better image within
marketplace.
 Security:- This is the major social issue that now a days companies facing which affect
the perception of customers toward an organisation up-to a large extend. Their are many
frauds who send fake emails to customers and ask them for information by promising
them to make their access more authenticated and secure. This information then misuse
at some other place, hence security is a major social issues in front of Marks & Spencer.
Types of networking technique
According to the view point of Kasemsap, 2016, networking technology is basically the
use of connected systems for performing interact or communication among different part of
world. The networking technology plays a crucial role within the growth and success of Marks &
Spencer as it supported company in interacting with larger number of people throughout the
world. This in turn also supported in forming up a larger customer base by having a direct
interaction with customer to make them aware about the value company delivers and providing
them personalised services as per demand. Following are the mainly used networking techniques
of Marks & Spencer:
 Real-Time inventory management:- Rise in the use of IT supported Marks & Spencer
in providing faster customer services with more accuracy. This is one of the major driver
which working over improving the efficiency of Marks & Spencer by operating both
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customer facing and back office operations at single time. It helps company by alerting
them stock outs, record detail about items and it also connect store's mobile app for
providing them a real-time inventory information.
 Chatbots:- This is an another technology which supported Marks & Spencer in
improving its relationship with customer by getting a medium to maintain a direct
interaction among company and customer. It is a logical technology that utilises the
power of artificial intelligence and predictive analytics with an aim to provide more
personalised services> chatbots provide recommendation regarding the shopper's
preference or with the help of past purchase the chatbot system suggest the product or
services of customer's choice in order to deliver quick services.
 Mobile wallet:- Now a days customer's relies more over their smartphones in order to
purchase particular product or services and also prefer to make financial transaction using
mobile phone. Mark & Spencer provide its customer an option of virtual wallet where
they can keep their money and use it for future purchases. This help in simplifying the
long procedure of making payment. Apart from this, customer who prefer to have
purchase from the stores of Marks & Spencer, they get an option of mobile wallet where
they can make payment using their mobile without carrying any kind of cash or payment
cards with them. This help in saving the time of customer and provide them more
customised services. In this customer only have to hold their mobile phones over scanner
in order to deduct the amount from prepaid account.
Importance of intranet and internet in Marks & Spencer
As per the view point of Samiksha. S, 2019, Intranet is basically a network which is
designed for the distribution of informational resources to each individual within the enterprise
only with the help of internet technology and restricting it to being shared outside the
organisation. It help in reducing the risk of data hacking or theft without the permission of
organisation as intranet provide access to only people who belongs to company. Following are
the benefit that Intranet provide to Marks & Spencer:
 Intranet replaces the grapevine as it support in forming inter employee communication
with more transparency and easy expression of views which in turn supporting company
in sharing of information much quickly.
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 Intranet provide a medium to Marks & Spencer where more better decision can be taken
as managers get more time to spend over analysing information which also support in
enhancing the productivity.
 Intranet also help in eliminating the latency of data in the premises of marks & Spencer
and ensure flow of information more need-driven than availability driven.
 Intranet is a technology which is economical, easy and fast system of communication for
Marks & Spencer which provide opportunities to keep each employee informed about the
activities going on within the organisation despite of location on which they are at
present.
According to the view point of Vijay kumar 2016, internet holds up greater importance in
the operations performed by a company as it provide a medium to interact with customer direct
and made business transactions. Internet has provided marks & Spencer a medium to connect
with customers and getting information about trends for formulating marketing strategies.
Following are the benefit which internet has provided to Marks & Spencer:
 Internet marketing and advertising:- With the help of internet, marks & Spencer
become able to promote its product or services throughout the world and be able to
increase its brand recognition within market place. By using internet Marks & Spencer
communicate about its product to customer in order to make them aware about its
existence and benefits it deliver. This support in forming a positive relationship by
communicating with customer about product at relatively low cost and time.
 Provide a tool of product survey and testing:- Internet support in getting data related
with market trends, target customer, information about competition and many more. It
help company to perform survey over product requirement and then test it as per its
availability. By using this information, Marks & Spencer identify the basic requirement
of market and then create product as per the expectation of customers.
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Different stages of system development life cycle
According to the view point of Motea Alwan, 2015, System development life cycle is
defined as a series of six stages which is used to either create a hardware or a software or a
combination of both in order to meet with the expectation of customer. These stages are system
planning, analysis, design, implementation, Testing & integration and maintenance. These
stages can be executed effectively by maintain excellent communication with customer so that
prototype can be made and tested before launching a final product.
As per the view point of Geeta Tyagi, 2019, The process of system development life
cycle goes through several stages which almost every developing company follow in order to
produce a sys6tem or product as per the required of customers. The stages involve in this
process are explained below:
 Planning:- Without any perfect plan it is not useless to determine the strength and
weakness of project. Planning help in determining the feasibility of project that whether
it will help in achieving the desired goal or not. In this phase, issue will be investigated
to determine the area of improvement and then a team get finalised which perform work
over it. At last these all finding is adjusted within the document.
 Analysing:- In this step the plan will be evaluated for analysing the performance of
particular product at various stages. Under this a discuss happen among team members
which support in determining the requirement of additional changes. After this function
and operations get defined and structured.
 Design:- Once the evaluation of plan get performed next step is to convert the
recommended solution with system specification. In this a final design of product will be
formed over which work will be started. This step support in removing the possible flaws
by setting up standards so that team can stick over a particular procedure.
 Development & implementation:- Once design get finalised, the development of
product or system get started in this stage. After the development phase, the product goes
for its implementation with the help of pilot studying in which a model of product get
prepared fro testing.
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 Testing:- The product developed by team, went for pilot testing in which it goes through
thorough study and evaluation in the basis of its functioning, validity, reliability and
benefits it offer. If any defect found then it again went for development in order to
remove errors and form up product as per customer requirement.
 Maintenance:- Once the product goes through several stages by recovering all the issues
it went for maintenance process where it get upgraded time to time for making adoptable
to changes and market trends. After this maintenance and approval of product by
expertise it sent for market launch.
ANALYSIS AND DISCUSSION
Information technology investment within retail sector has been increased significantly as
more and more organisations adopting several technologies in order to make their operations
more efficient and effective for providing a seamless experience to its customer. This is because
in today's environment it is very essential for companies to stay up to date with the market trends
in order to stay competition. In this technology play a crucial role by providing information and a
medium to share it along with maintaining an interaction with customers. Mark & Spencer also
integrated its operations with information technology in order to provide more personalised
services to its customer for making them satisfied and maintain long term relationship with them.
As per the view point of Vivek Puri, 2018, Information technology plays a crucial role in
the growth and success of a Marks & Spencer as it provide several opportunity for improving
business operations. It includes, digital marketing, communication with the help of social media,
cloud computing, online shopping etc. Information technology provide several advantages to
marks & Spencer which includes increasing customer base with the used of internet and social
media marketing, customised product offering by analysing the need and want of customers. Ion
addition to this it also provide a medium to develop effective strategies by access the actions
taken by competitors and changes in market place. These all supported mark & Spencer to offer
product or services as per the need of customer in order to achieve maximum satisfaction.
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On the other hand, the Ryan Lunka, 2019, state that Information technology provide
several growth benefits but apart from all these it also brings up several issues in front of Mark &
Spencer. This includes social as well as ethical issues which get arrived in front of company due
to increase in online marketing of product and customer access to digital media for purchasing
their product. These issues include hacking of information, copyright infringement, online data
theft and security which has affected the brand image of company in front of customer. In
addition to this it also affect the trust of customers toward company which reduces sales and
profitability of company.
There are number of technologies that are basically used by Marks & Spencer in order to
improve its business practices and provide its customer a seamless shopping experience so that
they remain attached with the company and become loyal customers. As per the view point of
Kasemsap, 2016, there are number of technologies which are used by Marks & Spencer that has
improved its business practices by improving the quality of services and provide a more effective
medium of direct conversation with customer to maintain effective relationship. These includes
Real-Time inventory management, Chatbots, intranet and Mobile wallet which provide several
advantages to Marks & Spencer like reducing the wastage, attracting larger number of customer
by simplifying the product access. In addition to this it also provide a medium of easy and quick
payment options where customer is doesn't required to carry cash or plastic cards, instead they
can make payment using their mobile.
On the other side with the view point of Samiksha. S, 2019, it has been found that
internet provide several benefits to Marks & Spencer such as quicker access to larger market
base, medium fro online shopping, direct interaction with customers, low cost promotion etc.
But apart from all this it also holds certain disadvantages such as confidential information of
company get access by other competitors which then misused for affecting the brand image of
company. Hence, for this intranet is consider best for internal operations performed by Marks &
Spencer which provide a security framework where only few people who are authorised and
connected with company have the authority to access information.
CONCLUSION
From the above given information it can be summarised that Information technology
plays a crucial role with the growth and success of a business as it help in increasing the
efficiency by saving cost and time of company. This is because it provide a medium to simplify
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the operations of company with the help of technology, providing easier access to larger number
of customer and offering 24*7 services. There are several technologies that are used now a days
by companies in order to provide a more easier access to product or services such as chatbots,
mobile wallet, Real-Time inventory management, online purchasing or selling and many more.
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