Comprehensive Problem Solving Report: Mark & Spencer Business Analysis

This report provides a comprehensive analysis of problem-solving strategies within a business context, using Mark & Spencer as a case study. It begins with an introduction highlighting the importance of problem-solving skills in the modern business environment, particularly for managers. The report is divided into five parts. Part 1 explores the stages of understanding problems and the steps of critical thinking and innovation. Part 2 covers PEST analysis and effective communication principles. Part 3 differentiates between qualitative and quantitative data, including mean, median, and mode calculations. Part 4 includes a sample letter to an HR manager and a list of workplace events. Part 5 discusses key employee behaviors and the impact of a healthy working environment on employee performance. The report concludes by summarizing the key findings and includes a list of references.

Problem Solving

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................3
1.1 Stages of understanding of problems...............................................................................3
1.2 Steps of critical thinking and innovation..........................................................................4
PART 2............................................................................................................................................4
2.1 Key components of PEST analysis...................................................................................4
2.2 Effective communication principles.................................................................................5
PART 3............................................................................................................................................6
3.1 Differentiate between qualitative and quantitative ..........................................................6
3.2 Mean, median and mode...................................................................................................7
PART 4............................................................................................................................................8
4.1 Letter to HR manager.......................................................................................................8
4.2 List of events organise in work place...............................................................................9
PART 5............................................................................................................................................9
5.1 Key behaviour of employees............................................................................................9
5.2 Impact of healthy working environment upon employees performance........................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
In modern world, problems have become part of daily life. So, this is very much
important for individuals to develop their problem-solving skills, so that they can face difficulties
of every day. Just like this, in business industry managers also have to deal with various
problems regarding work place. So, it is very much essential for businessmen to have problem-
solving skills, so that he can provide good working environment to his employees (Klir, 2013).
This project report is based on Mark and Spencer which is a multinational retailer brand and
specialise in clothing and food items. In this report, various skills have been evaluated so that
different organisational problems can be tackled. Also, effective utilisation of communication
skills have been presented. At last, it has determined that how effective relations can be build
within organisation and how can they impact on employees performance.
PART 1
1.1 Stages of understanding of problems
Problem solving is an intellectual activity that is helpful in analysing and discovering
issues of the company. It ultimate objective is to overcome from obstacles which impact on
certain practices and operations of the company. Some kind of problems are- psychological,
disabled and physiological.
Stages of understanding the problem - Identification and defining key issues – It is the first stage of this process. In that,
managers of Mark & Spencer have to find out the issues and barriers which creates
problems into the organisations, they may be internal or external. Once problem is
identify then it should be described clearly so as to make appropriate solutions for it in an
adequate manner. Formulation of strategy and allocating resources – The next step is development of a
strategy. It much rely upon current situation and employee's preferences. Managers needs
to make an effective strategy that is able to find out the key issues that impact on
organisation's performance. After that, resources are allocated, i.e. some activities that are
assistive in recognising overall problem (Kim and Grunig, 2011).

 Monitoring progress – In this, stage employers have to measure their progress. If until
they do not recognise problem effectively then they need to more emphasis on evolving
new strategies and policies.
 Evaluating the results – It is too indispensable to assess the outcomes regarding problem
understanding. Through which managers can easily reduce all those barriers which can
impact upon growth and success of the company.
1.2 Steps of critical thinking and innovation
In business organisations, it is essential that employers have critical thinking and
innovations as they handle all problems and issues. There are given following steps of critical
thinking, such are as follow: -
 Knowledge – It is the most important part of thinking something innovative and creative.
An individual should have knowledge regarding how to tackle all issues and problems.
The consists, what is the main problems and why it is needed to resolve it. After that, managers have to make ideal solution that how to implement their thinking
and innovations over the organisation. For that, they develop new plans and policies,
gathering some facts in specific and general manner (Schoenfeld, 2014). Along with this,
in Mark & Spencer employers have to timely upgrade their skills and techniques as they
can produce better for customers.
 Analyse and application – In this stage, managers evaluate that whether their innovations
are able to make profits in target market or not. And then effective strategies are made by
various applications that how to launch their inventions in market.
PART 2
2.1 Key components of PEST analysis
PEST analysis is a marketing theory which is used to identify business environment. In
simple words, it is merchandising principle which is used as a managerial tool to track different
environmental factors which can affect organisational performance and growth. It is the huge
responsibility of subordinates to inform their line manager about various aspects of external
environment ( Steel and Parrish, 2012). For this purpose, they have to evaluate macro
environmental factors which are following as under:

Political factors: Government of a country plays a major role in business industry, as it makes
different rules, regulations and policies which can affect performance of every organisation. So it
is responsibility of subordinates of M&S to identify various legal aspects and report them to their
line manger so that he can make organisational strategies according to them.
Economical factors: This element helps in analysing different outsider economic issues of
organisation. Generally, it involves economic growth, stability, awaited shifts in commodity,
resource cost, credit accessibility, unemployment policies, inflation and interest rates. Business
enterprise should consider all these components while making their organisational strategies
Social factors: Through this element company can evaluate demographic and cultural aspects of
their market place. It also help organisation in identifying consumer needs.
Technological factors: Through these factors company can deliver its products and services to
end user in an effective and systematic manner. It involves usage of internet for business
purpose.
Hence, these are some macro environmental factors which can affect growth and
performance of Mark and Spencer. Company should consider these components otherwise it can
not survive in competitive market place. It is very much important for business enterprise to co-
operate with external factors because success and failure of a firm depends upon them.
2.2 Effective communication principles
There are various principles which can be used by organisation in to manage their
communication barriers and these are following as under:
 Principle of adequacy: The main barrier of communication is that most of information
is not adequate. So by communicating appropriate information this above mentioned
problem can be resolved.
 Principle of Informality: Business enterprise always prefer Formal way of
communication sometimes which can not accomplish desired goals, so organisation can
use informal mode communication so that information can be conveyed in effective
manner (Bramhall, 2014).
 Principle of clarity: Unclear message mostly creates chances of conflict. So it is very
much important to transfer clear cut information to all employees employed in
organisation.

PART 3
3.1 Differentiate between qualitative and quantitative
Qualitative data: These are said to be that method of data collection which is based on survey,
interviews and questionnaire. It deals with description but can only be observed and can't be
measured. Like colour, textures, smells, test and appearance etc (Abdullah and Shamsher, 2011).
the usually collected with the help of survey in which the views of the customers will be
identified. Such as
Q1. Are they satisfied with the quality of the products and services?
a) Yes
b) No
a) Yes b) No
0
10
20
30
40
50
60
70
80
90
80
20
No of customers
From above data it has been indicated that number of customers those are satisfied with
the product and services quality offered by mark and Spencer. It has been found that more than
80% of the customers are satisfied with the products.
Qualitative Data: It refer to be that data which is based on statistical and mathematical
terms. It included large amount of information which required less time to collected and give
involve less cost as well. To know total number of respondents those are collected in order to
know there view regarding product offered by mark and Spencer to its customers.

Particular
Satisfied
customers
in %
Material 30
Quality 20
Price 25
Service 15
safety 10
Material Quality Price Service safety
0
5
10
15
20
25
30
30
20
25
15
10
Satisfied customers in %
From above use information it has been design that various aspect of mark and Spencer
that are offer to there customer are presented in percentage form. As it has been seen that
material quality is 30% and price are also a bit higher side and quality aspect is 20% with only
20% of the safety.
3.2 Mean, median and mode
Particular
Satisfied
customers

Material 30
Quality 20
Price 25
Service 15
safety 10
Mean 20
Median 20
Mode 0
Mean: It is said to be average of total number of values collected from research. It
calculate central value of a fixed set of number. It is is calculated by simply adding all the
numbers and divided by total number. As mention the mean value is 20 from various sector of
product and other services provided by the company.
Median: It is said to be that value or quantity which is selected at the mid point of a
frequency arrangement of observed value. Likewise, the median of that selected data is 20.
Mode: It refer to as the most representative value in the selected frequency is term as
mode of the that particular data. Or there is no any mode value because values representation are
not shown under the collected data.
PART 4
4.1 Letter to HR manager
To,
The HR manager
Mark & Spencer
Date- 12th August 2012.
Dear Mam/Sir,
I am applying for the profile of administrative assistant profile in your organisation which was
advertised by you. My name is John and I have all those capabilities, skills and competencies
that you required.

Presently, I am working in the administrative department as a Senior manager in Browns
Distributions. I need a platform where I can show my all efforts, knowledge and skills for good
use; I am ready to join as soon as possible.
There is a brief description of skills and qualification: -
Educational qualification: Masters in Business administration, B.Com (Bachelor of commerce).
Experience – 5 year experience in the relevant field.
Skills – Effective communication and technical skills.
Organising and planning abilities.
Accuracy in time management.
Leadership and team management ability.
My key strengths are- I am able to adjust in flexible working environment. I also would like to
deal people in an effective manner.
Thank you for your time and hope for positive response.
John Cerela.
4.2 List of events organise in work place
Business organisation organise various events which cab be prove beneficial for
organisational growth and high performance. In those events, company can conduct various
seminars and meetings which can help organisation in solving its business problems. These
events can help in following ways:
Seminars: It can be defined as a type of academic instruction which is constructed by
professional and commercial organization. In this, small group of people come together to focus
on a a specific issue. Through this company can solve its various problems.
Meetings: It is also a managerial method in which, number of individuals come together to
discuss on one or more topics. In this, people are organise in formal setting (Weick, 2012).
Furthermore, these are some important activities, in which people can come together and
make discussion on some topics to resolve them. After conducting these events, it is
responsibility of subordinates to report all important information to their seniors regarding those
events. So that company can get effective solution of its business problems.

PART 5
5.1 Key behaviour of employees
There are various key behaviour of an employees that they need to posses in an
organisation in order to make the work more effective. The objective of an organisation is to
achieve there goals with applying more strong skills and knowledge. The capability of an
employees can only be follows with their performance and it should be awarded time to time.
There are certain key behaviour which they need to carry at their workplace:
 Coordination: It is said to be the most effective behaviour that indicated the character of
an employees that how they are coordinating with the other employees to perform there
task. If they work in a effective manner there behaviour should get more sharpen
(Doherty, 2012).
 Efficiency to work in a team: One of the other aspect of the employee behaviour is to
see that they must work as team in order to achieve there aims and objectives in quick
time.
 Positivity attitude: Under this employees should ready and available to complete the job
within the time limited. Employees should appreciate those seek quality work in order to
make the work more productive.
 Courteous and friendly nature: Those employees who perform well should carry
friendly nature with their co-workers, manager and other customers that make them more
pleasant to perform there work according to their ability.
5.2 Impact of healthy working environment upon employees performance
It is the ethical responsibility of every business organisation is provide healthy and
positive working environment to their employees. Because this will helps them in retaining them
for a long term period. In Mark & Spencer, it is duty of employers as to render safe and healthy
environment for their employees for increasing their productivity and performance level as well.
Along with this, it can also helpful in achieving goals and objectives of the company in an
effective manner. For that, managers have to also take care of employees health and safety.

CONCLUSION
Form the above mentioned report, it has been concluded that there are problem-solving is
the most important function of any business organisation. The case study is based upon core
functions of Mark & Spencer; it has included steps of problem-solving. PESTLE analysis of the
company is also done in order to evaluate those factors which will put a huge impact on growth
and success of the firm. Along with this, key behaviour of employees and how it can influence
business organisations is also described in this report.
REFERENCES
Books and Journals
Abdullah, M. N. and Shamsher, R., 2011. A study on the impact of PEST analysis on the
pharmaceutical sector: the Bangladesh context. Journal of Modern Accounting and
Auditing, 7(12), p.1446.
Bramhall, E., 2014. Effective communication skills in nursing practice. Nursing standard,
29(14), pp.53-59.
Doherty, I., Steel, C. and Parrish, D., 2012. The challenges and opportunities for professional
societies in higher education in Australasia: A PEST analysis.
Kim, J. N. and Grunig, J. E., 2011. Problem solving and communicative action: A situational
theory of problem solving. Journal of Communication. 61(1). pp.120-149.
Kim, M. C. and Hannafin, M. J., 2011. Scaffolding problem solving in technology-enhanced
learning environments (TELEs): Bridging research and theory with practice. Computers
& Education. 56(2). pp.403-417.
Klir, G., 2013. Architecture of systems problem solving. Springer Science & Business Media.
Schoenfeld, A. H., 2014. Mathematical problem solving. Elsevier.
Weick, K. E., 2012. Organized sensemaking: A commentary on processes of interpretive work.
Human Relations, 65(1), pp.141-153.
Online
Problem Solving and Analytical Skills, 2017. [Online]. Available through:
<https://www.kent.ac.uk/careers/sk/problem-solving-skills.htm>. [Accessed on 12th
August 2017].