Knowledge Exchange Project: The Importance of Employee Training at M&S

This report, focusing on Marks and Spencer, examines the critical role of employee training and development in fostering business growth and improving employee performance. The report begins with an overview of the issue, background, and a cost-benefit analysis of training programs. A literature review explores the advantages of employee training on organizational performance, business growth, and development, and methods for improving employee skills and knowledge. The project objectives are clearly defined, outlining the research hypothesis and rationale. The report emphasizes the importance of training for adapting to external environmental changes, enhancing employee efficiency, and ultimately contributing to the overall success of the company. The methodology section is mentioned in the assignment solution.

KNOWLEDGE EXCHANGE
PROJECT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Overview of the issue..................................................................................................................3
Project background and business case........................................................................................3
Project cost benefit analysis........................................................................................................3
LITERATURE REVIEW................................................................................................................4
PROJECT OBJECTIVES................................................................................................................6
Research hypothesis or objectives..............................................................................................6
Project rationale..........................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Overview of the issue
For any of the business the most essential aspect is to make sure that the employees are
being provided with proper training and development within the company. The reason pertaining
to this fact is that when the company will have effective training and development session and
plans then this will motivate the employees to work within the company. Training and
development is being defined as the providing information of the latest changes to the employees
so that they can work with latest skills and knowledge (Wheeler, Clark and Grisham, 2017). The
present research is based over the company Marks and Spencer which is a retail company found
by Thomas Spencer and Michael Marks. The company was founded in the year 1884 and deals
in the selling of food, clothing and many other general merchandising relating to basic needs of
the consumers. The present research will outline the importance of the training and development
within the business. In addition to this the overall of growth and development of the company
with help of the effective training and development of the company.
Project background and business case
The business case is that every company must be having effective training and
development system so that the employees of the company must be trained with all the latest
techniques. This is very important as in the external environment there are many different
changes taking place very frequently and this will affect the working of the company to a great
extent. Thus, if the employees of the company will not be acquainted with the latest techniques
and changes then this will make employees inefficient. Thus, the effective training and
development process will assist the company in providing training to the employees for the latest
changes. Thus, this will improve the knowledge base of the employees and they will effectively
work and this will result in overall development of the company.
Project cost benefit analysis
The cost benefit analysis is the tool or technique which will assist the company in
comparing the cost and the benefit with any of the project. For any of the project there are both
some cost and some benefits attached with that project. Hence, this is very essential for the
company that they analyse all these factors and then take decision that whether the project is

beneficial or not. The cost refers to as the monetary cost or the risk associated with the project.
On the other hand the the benefits are the good things or points related with the project. This is
pertaining to the fact that when the project is being undertaken then there are different benefits
which the company and employees have. Hence, for the cost benefit analysis the most essential
aspect is to compare the cost with the benefits and if the cost is high then the project of providing
training will not be undertaken. On the other hand, if the benefits are high in comparison with the
cost then this project will be worth of investment. For instance the cost involved in training
program is 450000 and the benefit generated is 500000 then the return on project will be
(500000 / 450000) * 100 = 111.1 %
Hence, the project is worth investment for Marks and Spencer.
LITERATURE REVIEW
Advantages of employee training on organization performance.
As per the views of Palka (2017) employee training is very essential for the success of the
company. This is pertaining to the fact that when the proper training will be provided to the
employees then this will improve their working efficiency. For any of the company it is very
essential that the company must undertake proper training needs and implement training
program. This is pertaining to the fact that when the company will be providing training to the
employees then this will increase the interest and motivation level of the employees within the
company.
In accordance with the opinion of Tapilouw and et.al., (2017) argued that major
importance of the effective implementation of the training is that it increases the productivity and
performance of the employees. This is pertaining to the fact that when employees will be
provided with the latest knowledge then this will increase the working efficiency of the
employees. Along with this when the effective training and development will be provided then
this will definitely result in the improvement in the productivity and performance of the
employees.
On the other side, Schirmer Picanço, and Faria (2019) criticized that major importance
for the business for providing training and development is the reduction in the wastage. This is
pertaining to the fact that when the effective training will be given to the employees then this
will increase efficiency of the employees. Hence, the proper training will make the employees
productive and this will result in the decrease in wastage and other loss for the company. In

addition to this it is also stated that the when the wastage and other losses will be decreased then
this will result in the overall development of the company. As a result of this the overall
efficiency of the company and profitability of the company will also increase.
In contrast to this, Meissner and Lyles (2019) criticized the fact that reduction within the
supervision by the superior employees is also a major benefit of using effective training and
development methods. The reason underlying this fact is that when the effective training is
provided to the employees then they are capable of working in effective manner. Hence, the
responsibilities of the supervisor or the head of the department will reduce. The major reason
pertaining to this fact is that when the employees will be trained then they will not much require
the supervision and this will improve the working efficiency and will reduce the time of
monitoring by the supervisors.
In addition to this Chalobe and Hamad (2020) articulated the facts that increase in morale
and boosting up of motivation level of the employees will also be the major benefit or advantage
of the effective training and development. This is pertaining to the fact that when the employees
are trained with latest changes then this will result in enhancement in the morale of the
employees. The reason underlying this fact is that when the employees are trained with latest
changes then this will improve the personal skill and professional skills of the company.
Identifying overall business growth and development depending over training and
development within the company.
With the evaluation of the facts of Suryadi and et.al., (2019) it was analysed that the
overall development and growth of the company is dependent over the training and development
needs. The reason beneath this fact is that when the training will be effectively provided to the
employees then this will result in overall development of the company. This is pertaining to the
fact is that when the when the effective training is provided to the employees then this will
increase the operational efficient and capability of the employees. As a result of this the overall
development of company is being undertaken and this improves the working efficiency of the
company.
In contrast to this Yang and et.al., (2018) stated that the training and development always
result in improvement in the working and operations of the company. The reason underlying to
this fact is that when effective training is provided to employees then they know that how they
have to work and because of this the overall company works in proper and effective manner.

This will also result in the better and effective attainment of the objectives and goals of the
business.
Improving the knowledge and skill of employees by making use of training and
development within M & S.
In accordance with the views of Strohmeier and Heleta (2020) it can be stated that proper
use of effective training methods will improve the skill and knowledge of the employees to a
great extent. The reason underlying this fact is that when the training is effectively provided to
the employees then this will increase the working efficiency of the employees and will result in
overall development of the company. This is pertaining to the fact that when the employees will
be provided with proper and latest training then this will increase all the skills and knowledge of
the employees.
On the contradictory note, The most effective training methods, (2021) articulated the fact
that the major training method used within the retail sector is the job shadowing or the
observation. This is good technique of providing knowledge to the employees that how they have
to manage the consumers and deal with the situations. This training method will improve the
observation skills of the employees. In addition to this it will also improve the communication
skill as when the employee will observe the situation then they will find that how the
communication is taking place in the situation. Along with this the critical analysis skill of the
employees will also increase. This is pertaining to the fact that with help of the observation the
employees are in position to analyse that how the situation was handled.
Moreover, Strohmeier and Heleta (2020) articulated that the use of role playing can also
be used by the companies within the retail industry. This is pertaining to the fact that when the
employees will be given some of the situation for example to be analysed then this will assist
employees to know that how they have to react or deal with the situation. Hence, this will
improve the working efficiency of the employees and this improve their critical thinking skill as
they will critically evaluate the situation as they are also playing the role of the person within the
company.

PROJECT OBJECTIVES
Research hypothesis or objectives
For the research to be successful the most essential aspect is that the researcher sets some
of the aim or objective for the study. This is particularly because of the reason that when the aim
and objective will be set then this will motivate the employees that they can easily set direction
for the completion of the study and this will increase the chances of company to fulfil the
objective of the study to a great extent.
 To examine the advantage, benefits of employee training on the organizational
performance.
 To identify the overall business growth and development which depend upon the training
and development session.
 To improve the skill and knowledge of employee by using training and development in
M&S.
Project rationale
Training is the key for getting successful within the life whether be it professional for
personal. This is pertaining to the fact that there are many different changes taking place within
the external environment. Hence, it is very essential for the people to undertake and adapt to all
these changes so that they can be updated themselves. Hence, for this it is essential for Marks
and Spencer as well that they undertakes and analyses the changes taking place within the
external environment and try to improve the working and knowledge of the employees within the
company. Hence, the present research is being undertaken with the motive of improving
knowledge of the company with respect to the importance of training and development within
the company. In addition to this the present research topic is also selected because of the reason
that importance and benefits of training and development can be shared with other companies as
well. Along with this there was also some personal and academic reason of the researcher as
well,. This is pertaining to the fact that the researcher also wants to learn the importance of
training and development within the success and growth and development of the company.
PROJECT METHODOLOGY
The methodology is being defined as the series of steps or the methods which are being
selected for the completion of the research in successful manner. These methods guide the

researcher in completing the research in successful manner. The present research over the
employee training and its benefit for the company are as follows-
The major aspect for the research to be accomplished in successful manner is the
requirement of the data. The reason pertaining to the fact is that the whole study is based on data
only (Ørngreen and Levinsen, 2017). Hence if the data will not be gathered in effective and
efficient manner and will not be relevant and reliable than this will affect the success of the
study. Does for making the research successful it is the duty of the researcher that they must
gather all the relevant and reliable data and statistics relating to the study. The data can be
collected in two different manner that is is ID from primary sources of from secondary sources.
The primary source of data is the one which involves the use of first-hand information that is
which has not been used before. On the other hand secondary sources of data involves the
published sources of information like books journals articles and other published sources for stop
in order to complete the research over the effectiveness of training and development within
company the combination of primary and secondary sources will be used for stop for undertaking
the primary source the news of question has been undertaken relating to the research topic. In
addition to this for secondary source different publish articles journals and books will be used
relating to effectiveness of training and development within an organisation.
In addition to this for analysing and interpreting the data qualitative method will be
undertaken. The qualitative method is the one which undertakes only the qualitative information
relating to the research topic. With the help of the qualitative data and qualitative analysis the
researcher can develop in depth knowledge relating to the research topic that is training and
development. This qualitative method of analysis is very helpful as this will clear all the doubts
relating to the concept of training and development and related concepts. The major benefit of
qualitative analysis is that this will enhance the knowledge of the freedom relating to the concept
of training and development and various other related terms. In contrast to this there is also
another method that is quantitative analysis under which the quantitative or numeric information
is undertaken in order to analyse the research question (Zangirolami-Raimundo, Echeimberg and
Leone, 2018). Under this method more emphasis is being given on the numeric and factual
information rather than theoretical information. Hence, because of this reason the qualitative
analysis method has been used to for completing the research.

Research philosophy- Philosophy is being defined as the belief or idea under the selection
of the research methods for the completion of research. There are majorly two different
philosophies which can be undertaken at time of completion of research that is positivism and
interpretivism. The former relates with the study which is based on the actual data and the latter
involves the integration of the interest of human within the study (Attia and Edge, 2017). For the
present study over the training and development within the company use of interpretivism
philosophy has been undertaken. This is pertaining to the fact that with qualitative analysis use of
interpretivism will be much better and it will provide more relevant and reliable outcome of the
research. Hence the use of interpretivism rather than positivism will be undertaken for the
present study to be successful and accomplishing the aim and objective of the study.
Project sample- Next comes the sample which is also the most essential aspect for this
study to become successful. This is pertaining to the fact that if the sample selected for the study
is not good or relevant then this will not provide the actual results for the research. Hence it is
very essential that the researcher select the sample very carefully and by analysing the
requirement of the sample correctly. This is essential because the whole study is based on the
data collected from the samples and if this will not be accurate and correct then the search
outcome will also not be correct. For the present study this sample selected is of 30 employees of
training and development department of marks and Spencer. The employees of training and
development department have been selected for the study because they actually knows what
training methods are being implemented and what are the benefits or shortcoming of these
method for the company and overall business growth. The selection of the sample has been
undertaken with help of random sampling method.
Research limitation/ risk- when the study is conducted then there are some of the other
respond limitation which affects the working of the research in successful manner. Hands at time
of evaluating the training and development of marks and Spencer major limitation faced were
that the time available to complete the research was less. But then also there is urgent tried to
complete it within the time with the effective prioritisation skills. In addition to this, another
major risk all limitation of the study was the budget (Basias and Pollalis, 2018). The budget
provided for the study was very less but then also the researcher tried to manage and complete
the research within the provided budget only.

PROJECT PLANNING AND RESOURCING PHASE
For the success of the study most important thing is the better project planning and
resourcing. This is because of the reason that I'm if the planning is not undertaken in proper
manner then this will affect the whole project. In addition to this if the resources are not available
then also it will affect the completion of the research. Hence for the success of the research over
training and development of Marks and Spencer it is very essential that planning is undertaken
and proper and effective manner. Hence, for effective planning the use of Gantt chart will be
undertaken. This is a chart which includes all the activities which are necessary for the
completion of the research in a chronological order. In addition to this it also provides a pictorial
presentation of the planning that is which activity will come after which activity. This can be an
effective planning tool for successful completion of research over training and development of
Marks and Spencer.
Gantt chart
Task
Mode Task Name Duration Start Finish Predecessors
Auto
Scheduled
Selection of topic and
framing of the aim and
objectives
5 days Thu 5/6/21 Wed 5/12/21
Auto
Scheduled Developing project plan 7 days Thu 5/13/21 Fri 5/21/21 1
Auto
Scheduled
Reviewing of different
literature relating to the
topic
10 days Mon 5/24/21 Fri 6/4/21 2
Auto
Scheduled
Deciding on the use of
different research
methods
6 days Mon 6/7/21 Mon 6/14/21 3,2
Auto
Scheduled
Framing of the
questionnaire 5 days Mon 6/7/21 Fri 6/11/21 1,3
Auto
Scheduled
Distributing the
questionnaire to the
participants
3 days Tue 6/15/21 Thu 6/17/21 4
Auto
Scheduled Collection of the data 12 days Mon 6/14/21 Tue 6/29/21 5
Auto
Scheduled
Interpreting the collected
data 20 days Wed 6/30/21 Tue 7/27/21 7,6
Auto
Scheduled
Concluding the findings
and recommending 2 days Wed 7/28/21 Thu 7/29/21 8
Auto Submission of the project 1 day Fri 7/30/21 Fri 7/30/21 9

Scheduled
Auto
Scheduled
Feedback relating to
project 6 days Mon 8/2/21 Mon 8/9/21 10
Auto
Scheduled
Doing changes in
accordance with the
feedback provided
4 days Tue 8/10/21 Fri 8/13/21 11
Auto
Scheduled
Submission of the final
project 1 day Mon 8/16/21 Mon 8/16/21 12
Communication management plan- this is also a very important aspect or the resource
necessary for the completion of the study in effective and efficient manner. This is pertaining to

the fact that when the communication will be effective then the study will definitely result in
success.
Description Frequency Method Audience
Team meeting Once in a week Meeting that is direct
face to face verbal
communication
Whole team working
on the project
Meeting with
research participant
At the time of data
collection only
With help of written
communication like
email, or sharing
questionnaire with
help of whatsapp and
other social media
websites.
All of the participant
providing
information or data
relating to the
research
Communicating
outcome of the
research with
company
Once that is after end
of the research
With help of the
written
communication that
is with help of email.
The top management
of the company will
the audience for the
present research. This
is because of the
reason that top
management will
decide that how to
manage the training
and development
within the company.
PROJECT RESULT AND FINDINGS
Theme 1- Yes, there is awareness relating to the concept of training and development.
Particulars Respondent
% of
respondent
Yes 20 66.67
No 10 33.33
Total 30 100

Interpretation- with the help of the primary data gathered with help of the 30 respondent it was
evaluated that the maximum of the participant are aware of the concept of training and
development. This was agreed by 66.67 % of the participant that they know what training and
development is and why is it important for the company. On the other hand, remaining
respondent states that they not have much knowledge relating to the training and development.
Theme 2- Strongly agrees that company is undertaking the effective use of the training within the
company.
Particulars Respondent
% of
respondent
Strongly agree 10 33.33
Agree 5 16.67
Neutral 3 10
Disagree 7 23.33
Strongly disagree 5 16.67
Total 30 100

Interpretation- by analysing the above data it was clear that company makes the effective use of
different training and development strategies for employees. This was strongly agreed 33.33 %
of participant. However, in contrast to this 23.33 % of the respondent states that they disagree
that company is using the effective training and development strategies. In the views of Kumar
and Siddika (2017) the use training and development is very essential as this will improve the
working efficiency of the employees and will result in overall development of the company.
Theme 3- All of the above is the benefits of the use of effective training in order to increase the
performance of the employees.
Particulars Respondent
% of
respondent
Increase in productivity 5 16.67
Reduction in wastage 5 16.67
Reduction in supervision 5 16.67
All of the above 15 50
Total 30 100

Interpretation- on the evaluation of the primary data gathered with help of the questionnaire it
was seen that 50 % of the population believes that all of the above are the benefits of the
company. This is pertaining to the fact that training and development improved the working
ability of the company and provides many different benefits. These benefits involve increase in
productivity, reduction in waste, reduction in supervision. However, remaining respondent
agrees to these benefits on individual basis. In accordance with views of Noe and Kodwani
(2018) when employees will be provided with effective and complete training with latest
changes then this will increase productivity and working efficiency of the employees. In addition
to this when employees effectively know that how they have to work then they will not require
any guidance resulting in reduction in supervision by superiors. Hence, this will also reduce the
wastage and work more in effective and efficient manner.
Theme 4- Role play and Mentoring is the training methods which are used by Marks and Spencer
in order to improve knowledge of the employees.
Particulars Respondent
% of
respondent
Case study 6 20
Job shadowing 4 13.33
Mentorship 10 33.33
Role play 10 33.33
Total 30 100

Interpretation- by analysing the primary data gathered from 30 respondents it was evident that
majority of people stated that role playing and mentoring is the best training method. This is
agreed by 33.33 % of the participant individually and due to the reason that when a person will
role play a situation then they will remember well that how to perform in the given situation.
Along with this under mentoring some expert or professional assist the employees relating to
recent changes and this will improve the working efficiency of the employees. In contrast to this
some of the respondent agrees that case study is a good method of training while remaining
argues that job shadowing is a better training method.
Theme 5- All of the above are the major challenges which are faced by the company at time of
imparting training to the employees.
Particulars Respondent
% of
respondent
Conflict management 10 33.33
Increase in cost 3 10
Issue in tracking that whether employees are learning or
not 4 13.33
All of the above 13 43.33
Total 30 100

Interpretation- by the analysis of the above data assimilated from 30 respondents it was evaluated
that there are many challenges which company faces at time of providing training to the
employees. This was agreed by 43.33 % of the participant that all of the above are the major
challenges which are faced by company. This all of the above involves the challenges like
increase in cost, conflict and issue in tracking that whether employee has learnt or not. In
contrast to this rest of the participant agrees to these challenges on individual basis. In support of
this Makransky, Borre‐Gude and Mayer (2019) states the fact that these challenges restrict the
effective training and development within the business and this decreases efficiency of the
employees.
CONCLUSION
The project objectives of the study were attained and this is because of the reason that
with help of the primary research it was evaluated that company is making effective use of the
training and development in the company. The reason pertaining to this fact is that company is
undertaking the use of the effective training methods like mentoring, role play and many others.
In addition to this it is also suggested to the company that they must evaluate the other methods
of providing training as well. This is necessary because of the reason that when the company will
be providing more and more training to the employees then this will increase interest of the
employees within company and they will work in more productive and efficient manner.
Along with this it is also advisable to Marks and Spencer that they must make a long term
plan for the effective training procedures. This is pertaining to the fact that there are many new

and different changes taking place within the working environment and these can be included in
the training and development plan of the company effectively. In addition to this it is also
advisable to the company that they must effectively do the market research. This is pertaining to
the fact that the in the market there are many different changes which are taken place and this
need to be analysed and adapted by the company. Hence, if there will be proper involvement of
the latest changes and related training and development then this will improve the working
efficiency of the employees. The reason underlying this fact is that this will motivate the
employees and company to effectively learn the new things and improve their working and will
result in overall development of the company itself.
REFLECTION
The present study was conducted over the analysis of training and development and its
impact over the performance of the company. This study was very helpful and a good experience
for effective learning and personal development. This is pertaining to the fact that when i
researched relating to the effectiveness of training within company i evaluated that there are
many different skills and capabilities which i learned. The first and foremost thing which i
learned with this is that communication is very essential. This is the most important
employability skill necessary for any person to be inherited. This is pertaining to the fact that
without communication no work can be accomplished and it is the only key in the successful
completion of any task.
Further with the study i also learnt that the effective team working skill is also very
important. The reason underlying this fact is that when the research is undertaken then at that
time the working takes place in team and there are many people involved within the completion
of the research. Hence, with help of this research over training and development within Marks
and Spencer i effectively learnt that why team working is necessary. This is pertaining to the fact
that for the research to be successful the most essential aspect is the working in team. This is
because of the reason that when the research is being undertaken then this always involves team
working and due to this, the team working skills increased to a great extent.
Along with this another skill learnt during the research was the effective coordination
skill. This is pertaining to the fact that when the person works in team then the most essential
aspect which they require is the coordination. The reason underlying this fact is that when the
coordination will not be there then the person will not be able to work in proper and effective

manner. in addition to this with help of this research i was able to learn good and effective
leadership skill. The reason pertaining to the fact is that in a team there is always a requirement
of the leader and because of this my leadership skill improved. Hence, this will also assist me in
my employment as well because in job or corporate world also the leadership is effectively
required.
In the end it can be stated that this study was a great learning experience for me. This is
particularly because of the reason that with help of the present study i was able to learn the
importance and benefits of effective training within the company. Along with this i also learnt
many different types of the skills like the team working, communication and others. All these
skills will help me in both my personal and professional life and will assist me in developing
further. Hence, this was a good learning experience and i will also undertake similar types of
study in neat future as this will help in developing more employability skills.

REFERENCES
Books and Journals
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Justifying a suitable research methodology. Review of Integrative Business and
Economics Research, 7, pp.91-105.
Chalobe, N.A. and Hamad, E.O., 2020. " The importance of training in human resource
development, methodsand means. Analytical theory study. AL-ADAB JOURNAL, (134
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PROGRAM ON EMPLOYEES’PERFORMANCE: A STUDY WITH SPECIAL
REFERENCE TO BANKING SECTOR IN BANGLADESH. International Journal of
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APPENDIX
Questionnaire
Name:
Age:
Gender:
Q1. Are you aware of the concept of training and develop?
Yes
No
Q2. Does the company undertake the effective use of training within the company?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Q3. What are the benefits of effective training in order to increase the performance of
the company?
Increase in productivity
Reduction in wastage
Reduction in supervision
All of the above
Q4. What are the training methods being used by the company in effectively providing
the training to the employees?
Case study
Job shadowing
Mentorship
Role play
Q5. What are the different challenges which the company faces at time of providing
training?
Conflict management
Increase in cost
Issue in tracking that whether employees are learning or not

All of the above
Q6. What are some of the recommendation for Marks and Spencer for improving
training and development in order to improve the performance of the company?