Training and Development's Impact on Customer Satisfaction: M&S

This report examines the impact of training and development programs on customer satisfaction at Marks and Spencer. It explores the background of the research, including the importance of human resources and the role of training in enhancing employee skills and knowledge. The research aims to determine the effectiveness of training in developing workers to improve customer satisfaction, using a case study approach. The report includes a literature review on the effectiveness of training and resources for customer satisfaction. The methodology section outlines the research approach, data sampling, and sources of data. The data analysis utilizes thematic analysis, examining the collected data from 30 respondents. The findings highlight the benefits of training, such as competitive advantage and enhanced business efficiency. The report concludes with recommendations for Marks and Spencer to further improve its training programs and customer satisfaction.

Research Project
Contents
CHAPTER 1: INTRODUCTION.......................................................................................................4

1.1 Overview of research.............................................................................................................4
1.2 Background of research...............................................................................................................4
1.2 Research aim..........................................................................................................................5
1.3 Research objectives...............................................................................................................5
1.4 Research questions.................................................................................................................5
CHAPTER 2: LITERATURE REVIEW...........................................................................................5
2.1 Introduction.................................................................................................................................5
2.2 Effectiveness of training and development..................................................................................6
2.3 Resources to achieve customer’s satisfaction..............................................................................6
CHAPTER 3: RESEARCH METHODOLOGY...............................................................................6
3.1 Type of methodology...................................................................................................................6
3.2 Data sampling..............................................................................................................................7
3.3 Sources of data............................................................................................................................7
3.4 Limitation....................................................................................................................................7
CHAPTER 4: DATA ANALYSIS......................................................................................................7
4.1 Data analysis................................................................................................................................7
4.2 Data and relation variable............................................................................................................8
CHAPTER 5: COMCLUSION AND RECOMMEDATION.........................................................14
5.1 Conclusion.................................................................................................................................14
5.2 Recommendation.......................................................................................................................15
REFERENCES..................................................................................................................................16
TITLE: To determine the effectiveness of training in development of workers on better
customer’s satisfaction.” A case study on Marks and Spencer

CHAPTER 1: INTRODUCTION
1.1 Overview of research
Human resources are one of the important assets for every business organization in order
to attain better success. In this material, machines and another resources are not valuable
without employees. For attaining positive outcomes, it is important for staff members to
effectively learn their job roles and responsibilities to perform it effectively. With the help of
this thee easily attain positive outcomes in appropriate time frame. Along with this it is also
essential to company to provide better training programs to their staff members which leads
in enhancing their skills and knowledge in most effective manner which directly contribute in
attaining best outcomes. Further, training process is a systematic development of the workers
in which they learn about improving their skills, behaviour, attitude towards the job profile.
Basically, it is accepted that every business organization needs to improve their productivity
level which can be possible by effective training and development programs. So that it is
necessary for firm to conduct training session for their workers. In absence of these activity
company face various obstacles sat workplace. With the help of training programs company
easily develop their worker’s performance in appropriate manner. In context of Marks and
Spencer, which is British multinational retail company that offer house hold products to their
customers in order to attain better satisfaction level. In this firm conduct training session and
provide their workers in order to enhance their skills and knowledge which leads in
performing their job responsibility in effective manner (Salas and et. al., 2012). The main
advantage of offering training to workers is that they learn about new and effective way to
complete their task and also manufacture quality products for their target market. With the
help of this company create strong customers base and at the same time also attain long term
benefits. Basically all this comes under in manager responsibility of the company to offer
better training and development programs to their workers in order to boost up their creativity
and also enhance their morale towards the company. By this selected company also maintain
positive and healthy working environment at workplace which contribute in attaining
desirable goals and objectives at market place in effective manner.
1.2 Background of research
Customers are the important player for business organization to make profits in
effective way. So that it is company responsibility to offer quality and features products to
their customers as per their needs and wants which leads in attaining better satisfaction level
by them. Providing higher satisfaction is more important for business organization to retain
their business in the market place for long time period. In this employees are play vital role
because they help company in offering quality services to their customers. Along with this,
for enhancing worker’s performance as well as productivity it is important for firm to provide
them better guidance in which they learn about their job roles and responsibilities in effective
manner (Ryu, Lee and Gon Kim, 2012). This is possible by better training and development
programs. With help of this workers easily understand their task and perform it systematically
by enhancing their skills. Further, manager should use right training methods and tools which
helps in making an effective as well as systematic training season in order to attain positive
outcomes. Basically the main purpose of this study is to effectively assess the training and
development role in customer’s satisfaction. In this Marks and Spencer is one of the biggest
retail company which provide variety products and services to its target customers in order to
provide them better satisfaction as per their wants (Regis, 2008). With the help of this

company create their customers base strong and at the same also retain them in competitive
market for long time frame.
1.2 Research aim
The main of current research is “To determine the effectiveness of training in
development of workers on better customer’s satisfaction.” A case study on Marks and
Spencer.
1.3 Research objectives
It is important component for each and every research is to identifying the final objective
as well as objectives which contribute in making successful research in effective manner.
Under this case study of Marks and Spencer is attain end objectives of the research in
systematic way. The main objectives of this study are as follows:
 To assess the overall impact of training and development programs of employees on
satisfaction of the customers.
 To determine the effective path in which company easily enhance their overall sale
through training and development process.
 To evaluate entire methods and techniques in order to attain higher satisfaction of
customers at market place.
 To assess the overall effectiveness of training and development in enhancing
productivity level of employees.
1.4 Research questions
Research question is important phase of overall study which prepared by the investigator
towards the research topic in effective manner (Luo and Homburg, 2013). With the help of
this researcher get better path in which they effectively execute as well as formulate an
effective research. Basically, overall questions help in providing better direction to the
researcher in order to draw a valid conclusion in effective manner. In this context there are
some questions which related with the current study are as follows:
 What is the main impact of training and development programs of employees on
satisfaction of customers?
 Which kind of ways as well as path in which training programs aid in enhancing the
overall sale of the company?
 What types of methods used by frim to attain higher customer’s satisfaction?
 What are the effectiveness of training and development programs on enhancing the
productivity of workers at workplace?
CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
This part is one of the important which help researcher in gathering relevant and up to
date information towards the research topic in effective manner. By this researcher get an
appropriate base in order to undertaking primary research in systematic way. With the help of
this investigator easily draw a valid conclusion. Further, it is also important for researcher to
gather entire previous data of research topic before carry out the primary research (Lim and
Ting 2013). In this process investigator use various articles, books and magazines to collect
relaxant information towards the research topic and also helps in determining better outcomes
in appropriate way.

2.2 Effectiveness of training and development
It is important for every business organization to offer quality services to its
customers and provide them better satisfaction to retain their business for long time period at
market place. In this workers of the firm play important role in producing as well as
manufacturing quality services to its customers (Guercini. 2014). For enhancing their
performance, it is important for company to provide them training in which they easily learn
how to understand customer’s needs. For attaining the same manager of Marks and Spencer
conduct training and development programs to their workers.
Along with this, mix training methods should be used by the company to develop
skills of the workers. In this importance of the raining can be understood by some points are
as follows:
Provide competitive advantage: It is one of the important benefit of training is to
enhance worker’s knowledge in which they easily serve quality services to their customers as
per their needs. With the help of this company attain competitive advantage and also retain
them for long period of time.
Enhance efficiency of business operations: Training helps in enhancing creativity of
the employees in which they find better way to complete their task with proper utilization of
resources. It helps in enhancing the efficiency of the business operation in effective manner.
2.3 Resources to achieve customer’s satisfaction
To create strong customers base it is important for company to assess the customers’
needs and demand in effective manner. By this firm easily make quality products and offer its
customers which leads in getting better satisfaction level by them. In this context there are
some tools which used by the Marks and Spencer to offer attractive services are as follows:
Give priority to customer’s needs: It is important for firm to undertake their
production as per customer’s requirements which helps in producing attractive products to its
customers. With the help of this company attain competitive advantage from its rivals.
Use a cost effective approach: Using cost effective approach helps in making
production more effective and with minimum cost effective (Grohmann and Kauffeld, 2013).
With the help of this company serve quality products to its customers at affordable price
which leads in attaining long term benefits in effective manner.
CHAPTER 3: RESEARCH METHODOLOGY
This part is one of the important which helps in providing better guidance at the time
of carry out entire research. Along with this, it defines set appropriate aims and objectives of
the research which help researcher in order to determine the elements that affect the end
results of the research. All these contribute in determining the valid and effective conclusion
in systematic manner.
3.1 Type of methodology
Mainly, methodology is important for carry out the research in effective way. In this
there are two important method of research is called as qualitative and quantitative method
(Daley, 2012). In quantitative research, researcher use numerical data as well as statistical
tool in order to draw an effective conclusion. On the other hand, qualitative method also
helps in analysing the overall quality of gathered information. It aids in defining better

quality terms like behaviours, emotions of customers and attitudes as well. Basically,
researcher use qualitative research method in research which helps in undertaking depth study
on research topic in order to determine the better conclusion.
3.2 Data sampling
Data sampling method used by researcher to undertake as well as investigate the
research in appropriate way. Along with this, it stated the number of people as called
respondents. In this 30 respondents are select by the investigator in the whole research which
helps in formulating question (Conceição and Altman, 2011). By this researcher easily collect
relevant information towards the research topic in effective manner.
3.3 Sources of data
Basically primary and secondary methods are the important source of data in which
researcher easily gather as well as collect relevant information. In this primary source is also
an effective method which helps in collecting fresh and up to date information in effective
manner. It includes questionnaire which used by researcher to gather relevant information. In
this investigator choose 30 respondents for asking question to collect better answer in
appropriate way.
3.4 Limitation
Various issues and obstacles faced by investigator at the time of undertaking an
effective research. So that it is more important for research to effective manage and handle all
the problems which helps in determine an appropriate as well as valid conclusion that
contribute in analysing overall performance of the company. In this, time and cost are the
important issues for researcher during carry out the research. Basically it is researcher’s
responsibility to maintain and keep all the information of customers and respondents in
effective way.
CHAPTER 4: DATA ANALYSIS
4.1 Data analysis
It is important more important for researcher to examine the collected data in effective
manner because it is also an important part of entire research. In this investigator use thematic
analysis. In this research sample size is 30 to gather relevant information.
Questionnaire
Name:
Gender:
Age:
Email id:
Contact no:
Q1) Are you like the variety as well as features of products and services offer by the Marks
and Spencer?
 Yes
 No
Q2) Are you satisfy that training and development programs helps in enhancing the
worker’s skills in order to perform effectively?
 Yes
 No
Q3) Is it training and development activities helps in increasing productivity of the

company?
 Yes
 No
Q4) Is it training and development season helps in providing better satisfaction to
customers and retain them for long time frame?
 Yes
 No
Q5) Which type of tools and methods used by the company to invite customers towards the
products and services?
 Economic cost
 Discounts
 CSR
 Quality services
Q6) Which type of mode of training should use by the Marks and Spencer to provide better
training to their workers?
 On the job training
 Off the job training
Q7) What are the important elements as well as components of company products which
helps in influencing customers to consume it?
 Value service
 Quality of its products
Q8) According to your experience, what point would you give the company products?
 Excellent
 Good
 Satisfactory
 Poor
Q9) Is it manager of company needs to provide training to its workers in order to offer
quality services to customers?
 Yes
 No
Q10) Any recommendations for Marks and Spencer with training of employees.
4.2 Data and relation variable
Theme 1: Like the variety of service of Marks and Spencer.
Q1) Are you like the variety as well as features
of products and services offer by the Marks
and Spencer?
Frequency
Yes 20
No 10

Yes No
0
5
10
15
20
25
Interpretation: As per above graph, it can be concluded that 20 respondents are agree with
this statement that they like the Marks and Spencer products and services to satisfy their
needs.
Theme 2: Programmes of training helps in improving worker’s skills.
Q2) Are you satisfy that training and development programs
helps in enhancing the worker’s skills in order to perform
effectively?
Frequency
Yes 25
No 5
Yes No
0
5
10
15
20
25
30
Interpretation: From the above mentioned graph, it can be concluded that 25 people give
their opinion with the favour that training program helps in enhancing the overall skills and
knowledge or workers so that they perform their task effectively at workplace.

Theme 3: Training activity enhance the overall profitability of the company.
Q3) Is it training and development activities
helps in increasing productivity of the
company?
Frequency
Yes 27
No 3
Yes No
0
5
10
15
20
25
30
Interpretation: As stated above graph, it can be summarized that 90% people are agree that
training aid in enhancing the profitability level of the company at market place.
Theme 4: Training and development activity aid in providing better satisfaction to
customers.
Q4) Is it training and development season
helps in providing better satisfaction to
customers and retain them for long time frame?
Frequency
Yes 26
No 4

Yes No
0
5
10
15
20
25
30
Interpretation: From the above mentioned graph, it can be stated that 26 people give their
views that training and development helps in improving employee’s performance on
understanding customers’ needs and wants in effective manner.
Theme 5: Effective methods used by company to invite customers.
Q5) Which type of tools and methods used by
the company to invite customers towards the
products and services?
Frequency
Economic cost 10
Discounts 10
CSR 5
Quality services 5
Economic cost Discounts CSR Quality services
0
2
4
6
8
10
12

Interpretation: As per above graph, it can be concluded that number of people agree with this
statement that economic cosy and discounts methods are effective for company to invite more
and more customers towards the products and service.
Theme 6: Right more of training used by company.
Q6) Which type of mode of training should use
by the Marks and Spencer to provide better
training to their workers?
Frequency
On the job training 22
Off the job training 8
On the job training Off the job training
0
5
10
15
20
25
Interpretation: As per above graph, it can be summarized that 20 and more people agree that
on the job training mode is effective to improve their performance level.
Theme 7: Important elements of company products.
Q7) What are the important elements as well as
components of company products which helps
in influencing customers to consume it?
Frequency
Value services 24
Quality of its products 6

Value services Quality of its products
0
5
10
15
20
25
30
Interpretation: From the above graph, it can be concluded that 24 people agree with this
statement that value service of company in one of the important factor which aid in inviting
large number of customers its offering.
Theme 8: Rank to company products and services.
Q8) According to your experience, what point
would you give the company products?
Frequency
Excellent 10
Good 10
Satisfactory 5
Poor 5
Excellent Good Satisfactory Poor
0
2
4
6
8
10
12