Dissertation: Online and Face-to-Face Staff Training at Boots Plc

This dissertation investigates the impact of online and face-to-face staff training on customer service within Boots Plc. The research explores the concept of staff training, examining its role in enhancing employee skills and knowledge to improve customer service. It identifies challenges faced by Boots in its product trading, such as market uncertainty and changing regulations, and assesses how staff training can mitigate these issues. The study aims to determine the effects of training on customer service, including increased sales, customer loyalty, and brand image. The literature review synthesizes perspectives from various authors on training methodologies, while the research questions address the core aspects of training concepts, challenges, and its impact on trading performance. The dissertation utilizes a range of research methods, including literature review, research strategy, and data analysis, to support its findings and provide recommendations. The ultimate goal is to analyze the significance of training in the context of Boots Plc's customer service and business operations.

DISSERTATION

ABSTRACT
Face to face as well as online staff training is more effective or useful for each
organisation to provide better services to the customers. Main purpose of this dissertation is to
analysis significance of training in trading of business products and services in market. For
achieving this, literature review have been prepared which will highly support an enterprise by
providing in-depth and accurate information about the topic. Along with this, research
methodology have been completed with the use of different methods and approaches such as
research strategy, research design, research philosophy, time horizon, primary and secondary
method of data collection, qualitative and quantitative research, questionnaire etc. All these are
identify one of the best methods which will help an investigator by giving accurate and reliable
data about the significance of online and face-to-face staff training. Apart from this, data analysis
have been done with the help of thematic analysis. In this, different number of patters and themes
have been created on each questions. Along with this, concussion and recommendation have
been done by achieving aims and objectives of research in accurate and systematic manner.

TITLE
“An investigation into online and face to face staff training towards customer services at
Boots Plc”.
CHAPTER 1: INTRODUCTION
1.1 Overview of research
Training introduces as an effective act of increasing the skills or knowledge of a staff
member for doing a particular job. In addition to this, training refers as an organized procedures
by which employee acquire knowledge as well as skills for a definite purpose. Thus, training
introduces to the learning and teaching activities executed for the main motive of supporting
members of an enterprise by increasing abilities, skills attitudes and knowledge of employees. In
simple word, training refers as an essential program that supports staffs learn specific skills or
knowledge to enhance their performance in current roles (Au, Buhalis and Law, 2014). There are
basically two types of staff training which is face-to-face and online. Both types of training are
useful for employees to improve their knowledge and provide best services to the customers. For
this dissertation, Boots Plc is a given healthy and beauty retailer and pharmacy chain in the
United Kingdom. It was established in year 1849 by John Boot and located in Beeston,
Nottingham, UK. Along with this, sales and online customer service training is important which
is require by employees of Boots Plc with aim to attract more customers.
1.2 Rational of research
Main rational behind selecting this topic is to study the importance of online and face-to-
face staff training so that they can attract larger number of customers. This research is important
in both, personal and academic way. In personal manner, with the support of this research, a
researcher can easily intensify their literature review skills, data investigation skills, data
representation skills and time management skills. As it will help them to finish each activities or
tasks of investigation in systematic manner (Brewster and et. al., 2014). In academic manner,
Boots plc is a multinational healthy and beauty retailer which will help community by providing
larger number of job opportunities and improving their living standard. Along with this, online
and face-to-face staff training has biggest scope within an organisation.(As it will directly
support an organisation by enhancing customer's trust and loyalty towards particular brand
(Nguyen and Coudounaris, 2015).
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1.3 Aim of research
Main purpose of this research is “To analyse the concept of online and face to face staff
training towards customer service.” A research on Boots Plc.
1.4 Objectives of research
 To investigate the concept of online and face-to-face staff training.
 To identify the challenges faced by Boots in customer service its products.
 To determine the effect of staff training on customer service in Boots Plc.
1.5 Questions of research
 What is the concept of online and face-to-face staff training?
 How to identify the challenges faced by Boots in trading its products?
 What is the effect of staff training on trading in Boots UK?
1.6 Objectives and Hypothesis
Objectives and hypothesis of research is mainly related with the concept of online and
face to face staff training towards customer service. Objectives and hypothesis of research
depend on two variables which is dependent and independent. Effectiveness of customer service
is mainly depend of face-to-face and online training of staff. As trained employees are able to
provide accurate service or products to the customers easily (McCusker and Gunaydin, 2015).
Online training introduces as a courses that are designed by an organisation to guide employees
through information and coursework as well as support trainees to perform their hundred present
in specific tasks. On the other hand , With face to face training, it's possible to have a direct
interaction with a manager or other followers. Along with this, online and face-to-face staff
training will be more essential and effective for employees because it will help them in
improving profitability and sales of company within given time duration.
There are different challenges which have been faced by Boots while trading and
marketing f its goods or service in marketplace. These issues mainly related with Uncertainty of
market, supplier denial, employees resistance, changes in government rules and regulation,
changes in trends etc. all these are biggest issues which will negatively impact on business
performance and its success also (Koro-Ljungberg, 2015). Market uncertainty create biggest
issue for Boots because in this, they not have accurate knowledge about customer's needs and
wants. Changes in government rules and regulation will also impact on business operations and
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functions of Boots in negative manner. Improper knowledge and understanding regarding
government's rules and regulation directly influence on business and its growth and success.
There are different effects of staff training on trading in Boots UK . Staff training support an
organisation in maximising its sales and profitability within time duration. It will also support
Boots by increasing customer base as well as increasing sales also. Labour turnover
Dissatisfaction, flexibility, absenteeism, training is poor fit for the trainee, lack of management
support, organisational barriers to training (Brown and Rhoades, 2019). All these are major
issues which will negatively impact on organisation in negative and unfavourable manner. Along
with this, staff training positively and negatively effect on business sales and goodwill. Trained
employees able to fulfil needs and desire of customers by providing quality products and
effective services at reasonable price. As it will help Boots by increasing customer base also
support them by improving its brand image in market as well as in mind of customers.
Customer service is identify as an important process of ensuring user satisfaction with a
specific brand and service. Customer service in Boots can take the type of in-person interaction,
self-service systems, a phone call, or by other means. Company also gives optician and hearing
care services within store and as standalone practices. As it will aid an organisation by
maximising trust and loyalty among target as well as potential customers within given time
duration (Irwin and Springgay, 2017).
In medical businesses also, the trends also matters. It is because with the changes in time,
the perception of doctors also changes from time to time. At sometime, doctor may prefer the
patient about the use of medicines made by Boots company but at the other time it is possible
that the doctor will not suggest the patients about the use of medicines made by Boots Company.
So in this way the impact of changes in the perception of doctors that changes from time to time
will create negative effect on the working of the companies such as Boots. In this way, it is also
important for the company to take into consideration about these effects also (Cohen, 2017).
Focusing on these all aspects will help the company in ensuring proper growth and survival of
the company in the market and with the customers also (Silberman and Biech, 2015).
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CHAPTER 2: LITERATURE REVIEW
Main Body
In this section, each objectives of research will be addressed with the help of different
authors (Abou-Shouk, Lim and Megicks, 2016). Along with this, in this section various number
of authors are give their opinion about the significance of online and face-to-face training used
by staff to attract larger customers by providing better service. Following are determined some
research objectives which are mentioned as under:
The concept of online and face-to-face staff training
As per the view point of Lorri Freifeld, 2017, training is effective program that supports
staff members to learn specific skills or knowledge to enhance performance in their current roles.
There are two types of training such as online and face-to-face, both are useful which will
support an employees to improve their skills and gain better outputs within given time duration.
Many organisation has adopted online and face to face staff training to train their staff . These
styles of training have been proven as the cheapest way as the cost of training a staff here is low
as compared to other styles of training. Online staff training comes with all different shapes and
sizes which has made it easier to remember for the individuals.
According to the Henson Gawliu Jr., 2014, Online and face to face staff training works
better in today's environment as people now a days has become a social carnal . They always
seeks to get trained in such a way so that there is a less time consumption of time and should not
be a burden to them . Online training is a web based training which allows an individuals to get
trained at any point of time and at their own pace without any organised space for training in the
most convenient way .whereas, face to face training has been a traditional way of providing
training to the individuals. This term can also be coined as classroom training as it involves the
engagement of an individuals with their full devotion in an organised space for the training
(Alford and Page, 2015). Getting trained through online staff training is the most interactive way.
Therefore both types of training methods are essential and important for employees to
enhance their skill and knowledge in specific field. Both type of training also help an employees
by increasing its motivation and productively level. Face-to-face training is important for
employees to communicate each information to their subordinates easily. As accurate
communication will also support an enterprise in reduction of conflict and misunderstanding
among employees (Au, Buhalis and Law, 2014). Face to face training method is essential for
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employees to communicate all information to their followers in systematic manner. Both types of
training will also support an employees by improving its skills and knowledge in specific field.
Thus, online as well as face-to-face training is required for attracting large number of customers
by providing better services within given time period. It will also help a workers to work
systematically and accomplish long term goals and objectives within given time time duration.
The challenges faced by Boots in trading its products
According to the Brian Hill, 2019, There are different challenges which is faced by
Boots while trading of its healthy and beauty products in market and to the customers.
Uncertainty of market, supplier denial, employees resistance, changes in government rules and
regulation, changes in trends etc. All these are consider main challenges which is faced by
company and its directly impact on business growth and performance.
According to Theodore Levitt, 2019, there are many issues which are identified by the
organisation related to the sales of the products of an organisation. The issues are related to the
uncertainty of market which makes the market unstable and this impacts upon the demand of
products of the company. The instability in the market lead to the wrong estimation of demands
of the products due to which sometimes the demands goes much higher and sometimes it
becomes too low. Due to the Boots is not able to react properly to the needs and demands of the
customers and has also impacted upon the market share and satisfaction of the customers.
Additionally, the challenge is also related to the employees resistance to adapt the
changes in the organisations easily. In case, the organisation is adapting some changes so there
comes a need for the employees to take participation in the changes as they are the one who is
needed to work on that change and with their help only, it is possible for Boots to implement
successfully the changes in the organisation that will help in the growth and development of the
organisation as a whole (Brewster, L. et. al., 2014.). But the resistance of employees to adopt the
changes could also impact negatively on the working of the company that results in loss to
companies such as Boots.
The challenges faced by the organisation are also related to the rules and regulations
made by the government in relation to the some specific organisations. Boots is dealing in the
beauty care and pharmacy products and this business needs to be done with care as this impacts
upon the health of the customers. Due to this reason also , the intervention of the government has
also risen in the working of companies and this has also impacted negatively on the working of
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companies such as Boots. The policies related to the licensing, sales of these medicines and the
fines charged for the non fulfilment of rules made by the government will led to the company to
face critical results that would impact upon the working of the company (Celuch, Robinson, and
Walsh, 2015).
The effect of staff training on trading in Boots UK
According to the Smriti Chand, 2019, Trained employees help an organisation by
increasing its sales and market share. Boots Plc deals in trading of healthy and beauty products to
customers. In organisation different number of employees have been work that needed online
and face-to-face training. Both type of training directly effect on trading in Boots. Flexibility,
Easy accessibility, distraction, practices, adaptability are consider major effects of online and
face-to-face training.
Training programmes are essential for the Boots Plc as it empower the employees with
certain skills and capabilities which helps them in operating business operations. In light with the
present scenario the companies now a days are fully dependent on their staff and the growth and
development is also affected by the number of factors . In relation to the Boots Plc , appropriate
training would leads to increase in their competency level with the other trading firms . Effective
training will also help Boots to reduce their rate of labour turnover, dissatisfaction and absent
ism of workforce (Cook, 2017). For the company like Boots , most of the benefits derived from
the proper training are attained easily at the time of planning only. To ensure smooth trading the
Boots will look into the different matter which are :
Labour turnover : Every business is going through the problem of labour turnover as the
labour or the workforce is not happy with the working conditions, there is a conflicts among the
workers , or are not familiar to the working and operations of the organisation which is caused
due to the improper training to the labour workforce (De Lusignan and et. al., 2014). The
company Boots needs to ensure an effective training to their staff in regards to reduce the rate of
labour turnover.
Dissatisfaction : It is due to the biasses among the workforce regarding to their working hours,
salaries, wages . One of the biggest factor for the Boots and The workers due to which they are
not satisfied is proper hygiene and proper equipment to carry out the operation . Boots need to
focus on the hygiene factor as well a equipment to reduce dissatisfaction level of the employees.
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Flexibility : Boots needs to establish the flexibility in the organisation in regards to working
hours. Flexibility in working hours may allow and motivate the workforce to trade effectively . It
would not cause any hinder to their performance level and will boost their morale to work for the
organisation (DeCenzo, Robbins and Verhulst, 2016).
Absenteeism – By adopting effective training method Boots can reduce the problems of
employee absenteeism . Employees get absent from the work due to the multiple factors which
Boots needs to see to resolve . These factors may be extra burden on the employees , inequality ,
unfair wages and a bad working environment (Hall, Ahearne and Sujan, 2015).
Training is poor fit for the trainee – the company needs to ensure that the trainee and the
trainer who has been hired to provide training to the workforce has a sufficient knowledge and
techniques to train the employees so that they may focus on smooth trading (Horlacher and
Hess, 2016).
Lack of management support : training does not starts and end with the classroom a company
like Boots need to consider that the employees are supported by the members of the
management. They must focus on guiding the workforce at each step of training so that the
workforce do not get bored of the theoretical knowledge and their interest towards training is
maintained throughout (Huang, J. S., Pan, S. L. and Liu, 2017).
Organisational barriers to training : this is the main problem faced By the Boots has the
company has developed more rigid and complex process to train their employees which
sometimes turn out to be a problem to the organisations trading . Organisations must ensure that
the training provided to the employees are of simple and flexible nature (Hur, Moon and Jung,
2015).
Conclusion of literature review
From the above mentioned information found in literature review, it has been concluded
concept of face-to-face and online staff training. This types of training is essential and important
for employees to trade business products and attract more customers within given time duration.
Different effect of staff training on trading have been addressed which will directly impact on
business functions and activities in direct manner.
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CHAPTER 3: METHODOLOGY AND DATA COLLECTION
1.1 Introduction of Research methodology
Research methodology is introduces as an important method which is applied by
investigator to accumulate proper information regarding the importance of online or face to face
staff training in attracting of customers at Boots Plc”. In this section, different methods will be
used for collecting reliable and valid information about the study (Tan, Oriade and Fallon, 2014).
Data collection methods, sampling method, data analysis methods, questionnaire, research
approach, research philosophy, research strategy etc. are used in this chapter. All these are
consider best and useful approach for a research worker to gather reliable and in-depth data
about the significant of face-to-face and online staff training so that they can easily attract larger
number of customers. All these methods are determined as under in clear manner:
1.2 Main Body
Research Approach: It introduces as an useful process which include different steps to
create accurate research of information accumulation, analysis as well as interpretation. It is
consider most essential and effective part of research methodology which is separated into 2
sections including inductive and deductive (Alvesson and Sköldberg, 2017). In order to analysis
importance of online as well as face to face employees training towards customer services,
Boots Ltd will use inductive research approach. As it will support a researcher to accumulate
quality as well as accurate information about the study. On the other side, deductive approach is
not much suitable for this project because it take more time of an enterprise. In this approach,
learners may not capable to understand the concepts. Along with this, under this approach, the
explanation is seldom as memorable as other forms of presentation for example, demonstration.
Deductive approach not much appropriate because it require data in form of hard facts.
Research Philosophy: It is also consider most significant section of research
methodology which is divided into two section such as interpretivisim and positivism. Both types
of philosophy are important but in order to identify significance of online and face-to-face
training in regards to customer service, interpretivisim philosophy will be used. As it will help
Boots Ltd in accumulation of appropriate and quality information (Kumar, 2019). On the other
hand, positivism philosophy is not appropriate as per the current topic because it take more time
of company.
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Research Strategy: There are different kind different kind of research strategy including,
observation, case study, quantitative survey, questionnaire . All these are major parts of research
strategy which will help a researcher in accumulation of appropriate data about the significance
of online and face-to-face staff training. According to this research, questionnaire will be applied
because it will assist a researcher to collection valid as well as proper information regarding the
current investigation (Lerch and Gotsch, 2015).
Research design: It introduces as important section of research methodology. Each
activities or tasks of research is totally depend on research design. Descriptive, experimental and
exploratory are consider three main type of research design (Silverman, 2016). Main purpose of
this methodology is to identify and analysis impact of research. Therefore, all these are important
but as per the current investigation, descriptive research design will be applied because it will
help an investigator to derived appropriate conclusion and achieve better success within given
time duration ( Flick, 2015).
Time Horizon: Time is most significant tool of research methodology which will help a
research worker in completion of research tasks in allotted time. In this section, Gantt chart is
consider most useful and valuable presentation tool which include different number of activities
such as selection of aims and objectives, creation of literature review, development of
appropriate research methods, submission of research proposal, information accumulation and
information investigation, determination and suggestion, submission of research project. Thus,
Gantt Chart is most useful tool used by researcher in order to analyse starting as well as closing
time period for completion of dissertation within given time duration (Quinlan and et. al., 2019).
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