An

Assignment on

Human Resource Management

Of

Marks and Spencer

Submitted by:

Name:

Id:

Date of Submission:

|

2

SUBMITTED TO:

An

Assignment on

Human Resource Management

Of

Marks and Spencer

Submitted by:

Name:

Id:

Submitted to:

Date of Submission:

3

Table of Content:

Executive summary ……………………………………………………………….. iii

Task- 1 Understand learning theories and learning styles

1.1.1 Different learning styles ……………………………………………... 7

1.1.2Learning style in M&S ………………………………………………. 8

1.2.1. Learning curve ……………………………………………………… 8

1.2.2.Significance of knowledge transfer…………………………………. 9

1.2.3. Learning curve………………………………………………………. 9

1.3.1. Learning style and theory …………………………………………… 9

1.3.2. Relationship among learning style, theory & event ………………… 10

1.3.3. Contribution of learning style & theory....... ………………………... 10

Task- 2 Be able to plan and design training and development

2.1.1 Training in different level…….………………………………………. 11

2.2.1 Current training method….…………………………………………… 11

2.2.2 Adv. and Dis-adv. of training methods…….………………….……… 11

2.3.1 Planning training event…….………………………………..………… 13

2.3.2 Training participants……..……………………………….…………… 13

Task- 3 Be able to evaluate a training event

3.1.1 Evaluation of training event…….…………………………………….. 14

3.1.2Process of documentation……………………………………………... 15

3.1.3 Analysing the documents……..……………………………………….. 15

3.2.1 Explaining the training event………………………………………….. 16

3.3.1 Review of evaluation method…..……………………………………… 16

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Task- 4 Understand government-led skills development initiatives

4.1.1 Role of Govt. in training and development……..…………………….. 16

4.2.1 Impact on public and private sector………….………………..……… 17

4.3.1 Cotemporary training by UK government…………….………..…….. 17

4.3.2Role of contemporary learning in M&S………………………….…... 18

References…………………………………………………………………………. 18

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Executive summary:

Marks and Spencer is functioning of around 120 years as one of massive merchandizing

stocks in UK. Around 65000 numbers of employees are working here. Because of huge

competition, Company need to develop its main principles and policies generally focused on

the development of recital of the bodies. To cope up with customers’ needs and capabilities

and to bring up more competence and customers’ satisfaction, the company has been

organizing dissimilar natures of training program(Patel 2010). This firm provides all on-the-

job & off-the-job training programs to make its employees more skilled in case of

performance & to make its employees more capable and adaptable in the varying

environment. This firm has created more opportunity and for the employees by compacting

its organizational structure. The assigned person offered a idea regarding training event

which will more useful in attaining the objectives. Government took initiatives for the

development of human resource department of M & S employees which can contribute more

in the economy.

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Task- 1 Understand learning theories and learning styles:

1.1 Learning styles: M & S built up new business policies and principles because of extreme

competition. That is why the environment quite changed and it was huge challenge for the

employees. It was necessary for the employees to make a career path for their own good

through the learning arc regarding their training & development procedure of M & S.

1.1.1 Different learning styles: Among different learning styles, which style will

be followed by an organization mostly depend on which style is the best for an individual. 4

types of learning approaches are considered by Honey & Mumford (1986). Those are activist,

theorist, pragmatist and reflector.

Activists:these types of employees engage themselves in new experience which is like

nonstop change in activities(Patel 2010). Activist employees involve themselves in new

experiences as a continuous change in activities. They just move from one experience to

another within a short time span. In rapidly changing situations and experience requirements

these learners can engage themselves in altering and wider responsibilities. Within a short

length of time, employees move from one experience to another.

Theorists:These employees are called the perfectionist because before making any decision,

they always emphasize on their logics and theories. They are strict to analytical and

rationality of any task or objective to be done. Their decisions are not from their experience

or previous learning. They make analysis and based on their rational findings on the current

scenario, they come to a conclusion.

They are actually strict about maintaining analytical and rationality of any task or objective.

Pragmatist:these employees are quite practical and they like to take any opportunity. They

grow their confidence level through experience and leaning. They actually enjoy taking

challenges and building decisions by that confidence level. They are ready to take new

responsibility and build up skills accordingly. The learners are able to adapt quickly in

changing situations, challenging environment and tasks. They love to make ready themselves

for taking any new responsibility and rising skills consequently.

Reflector: Reflectors seek for opportunities. Usually they do not take any initiatives. They

are actually working bee for the firm who sit back to gather data, evaluate, and think about it

carefully and then a logical decision will be made. These people normally don’t participate

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actively in discussion only listen to others to make own points. Reflector learners are slow in

developing and judging a situation because they spend a lot of effort in analysing the data,

theory and finding. Generally these people don’t participate actively in conversation. They

make their own point by listening others.

1.1.2 Learning style followed: Pragmatic learning chic is mainly followed by M

& S for helping employees to acquire more confidence. This confidence helps employees to

take more challenge and responsibilities. This firm maintains a profile that indicates which

area an employee needs to develop. This profile is known as competency profile. Employees

can know about their progress by reviewing performance. In M & S the on-the-job method is

like attaching a manager who coach employees to obtain practical learning and to

developnecessary technical skill and business policies. Another training program (off-the-job)

provides learning like how to develop efficiency and effective decision making.

1.2.1Learning curve:the continuous development process which is achieved

through experience is known as Learning curve. Learning curve is very important to make

efficiency and perfection slowly to a new task environment. This curve facilitates employees

to focus on improving their skills, making values and set their own goal or set career path. In

M & S employees had to face new challenges in the altering environment because of this

firm’s new business policies and new core principles. Through building experience in

performing a task, learning curve helps the organisations to focus on developing new skills,

adding values and set career path. That is why employees had to cope up with new learning

curve so that they could regulate with the firm’s technical skill and business policies at a

standard level.

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1.2.2 Significance of knowledge transfer: line managers and performance

coaches’ helps employees by sharing and transferring learning about the work and how to

develop their performance area which is firm’s requirement. Workshops, workbooks are very

useful for the employees learning and develop their skills. Transfer of knowledge through

off-the-job trainings like workshops, workbooks is very helpful to employees for learning and

development of skills. It’s very essential for the organization to build skills, understand core

values & perform so.

1.2.3 Effect of learning curve: Knowledge Transfer is not just a communication;

it is the involvement of implicit and practical knowledge which will assistance employees

making their skills. Using learning curve and efficient transferring of knowledge helped

employees to recognize the performance level according to their skill and business

competency. Effective transfer of knowledge and use by learning curve helped the employees

to identify the performance level in technical skill and business competency, being able to set

realistic career path, participate in decision making more effectively and bring efficiency in

performance. Effective knowledge transmission also made employees being able to choose

practical career path and contribute in decision making.

1.3.1Contribution of learning styles and theories: Knowing theories is all about providing

aconceptual structure to the learning goals and requirements. So, before selecting and

conducting training actions for the employees learning styles & philosophies must be

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analysed and adjusted according to the firm expectations and desires. Thus successful study

on learning preferences and theoretical evidences contribute to the successful HR event

organizing.

According to the employees’ preference and how swiftly the firm wish for workers

to cope up with the new situation, a learning style will be selected for using.

1.3.2Relationship among learning style, theory, event: Sometimes it’s being

difficult to choose a single style. That’s why blending of several learning styles can be more

useful for designing learning events. Thus, learning theories describe a learning category and

learning style which state that how effectively learning can be planned and learning event is

the functioning of the development prospect.

1.3.3Contribution of learning theory and event: M & S is emphasized on the

most effectual result which could be acquired through learning events by using Learning style

and theories. An event can be measured as successful or not through each and every

employee’s reaction. Choosing a single style can be difficult and that’s why combination of

multiple learning styles can be more effective in designing learning events. Firm may require

improving different capabilities and skills like leadership skills, decision making ability,

efficiency, team work, enhancing responsibility area etc. These needs define the

characteristics of training development necessities. And learning theories defines learning

types, structures and theoretical explanations and learning style dictates how most effectively

learning can be designed with the most appropriate targeted objectives. The assigned person

will focus on which learning option prioritized by the workers to plan and design such an

event.

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Task- 2 Be able to plan and design training & development

2.1.1 Training needs at different level: Different training styles in different level

of its operations need to be operated by this firm. This firm has formed a family-friendly

working atmosphere for the personnel.

Management level Customer service level Operation level

Realistic learning for structuring

skill, team work and decision

making ability.

Workshops and other off-the-job

training programs to develop

skills and get assessment.

Queue management: Train

staffs; how to handle the

queue more efficiently and

capably and help customer

to find what they wish for. It

will reduce the waiting time

length.

Performance reassesses and

evaluation of line managers is

done to encourage managers

to work more effectively and

lessen cost that will include

value to the product.

2.2.1 Analysing current training method: Diverse training facilities are provided

to guide its employees. This firm offers counselling to facilitate employees making successful

career track. Employees can identify them performance level & improvement level through

performance assessment. Performance appraisal provided identifying their performance

standard and improvement sectors. They can realize the responsibility and ability in new

position and context by taking the help by role-playing. Some off-job-training programs like

workshop, workbooks are designed for developing skills and efficiency.

2.2.2 Advantage & Disadvantage of current training methods:

Training methods Advantage Disadvantage

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Performance

appraisal

It Helps workforces to discover their

progress of skill competencies.

Employees can then recognize what skills

they required to meet the criterion

It may discourage the under-

performing employees because

of the feeling of shame.

Role playing aid employees to observe what it takes to

be successful in an administration or

indifferent position

Employees might feel

unenthusiastic and worried

about a different position that

can effect in performance

degradation.

Discussion Discussion with managers help

employees to be able to make their own

skill and career improvement plan

A constructive support role of

the manager is vital or else

employees won’t be capable of

developing a plan.

Induction New employees can get an overview

about role & corporate culture of M&S

through different program gives. These

programs help employees to have clear

views about his/her role and purpose in

the firm.

Statements prepared in the firm

varies from the real situation

which can threat for the firm. It

may generate a negative

impression later.

Workshops Employees can get their necessary

learning materials to exercise and

understand the idea about their skills and

performance requirement.

Mainly achievement depends

on the candidates that how well

they may obtain the message.

But it increases cost.

Performance

coaching

Measure employee performance and

indicate the area of development. It aids

the employees to recognize opportunity

and grow confidence in decision

building.

The appraisal needs to be

impartial and correct or else it

can create negative result in the

employee’s development

process.

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2.3.1 Training and development for a group training event: A problem resolving

training program will be implemented by the assigned person will be reallyeffect on taking

part in decision making. A realistic problem will be provided to the Employeesand they will

be asking for making an appropriate analysis and probable solutions. A final evaluation will

be done by the management and other employees will also assess the selected solutions. It’s a

continuous procedure and employees will get encouraged to come up with any new

organizational problem situationon the topic of customer service development, production

effectiveness, employee relation, inspiration, effective management. I will execute problem

solving training program which will be actually outcome by taking part in decision make. In

this event employees will be given a realistic problem and appropriate analysis will be asked

to be made by them and possible solutions. A final assessment will be done by the entire team

where the management and other employees will also evaluate the selected solutions.

2.3.2Training process of the event: the assigned person will invite a group of stuffs.

Then this person will first introduce each and every one with the management team.

Employees will be introduced with the genuine problem situation in details tosolve this

scenario(Henry 2002). Again time will be provided to re-shape the findings and the final

submission will be judged and examined by the whole team. Through discussion and Q&A

session managers will decide which solution was most appropriate and will be undertaken.

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Problem scenario introduced Q&A session Come up with findings &

discussion

Solution to the problem in team

Scrutinized and re-submission of solutions

Best solution after discussion and Q&A

Then a Q&A session will be arranged for the things and confirm that they have undoubtedly

understood the situation. Proper instructions will be provided to the Individuals and next day

they will be asked to come up on the connected factors, findings and a dialogue session

among themselves will be organized(Vhin 2001). Then will be asked for analysing and

finding the solution within a particular time period after forming a group of 3 members(Liao

2005). The managers then evaluate different findings and they will let the employees know

which sector they should develop. Again the employees have to re-shape the findings within

a given time and afterwards a whole team will judge and evaluate the final submission. After

that managers will decide which solution was most suitable and that solution will be

accepted.

Task- 3 Be able to evaluate a training event:

3.1.1 Methodology of evaluations: Managers will use various types of methodology

to examine the effect, efficiency and effectiveness of event. Top manager needed to decide on

whether the event will continue or not and for that reason they will want to know about the

training program’s success or failure(Henry 2002). The assigned person used five approaches

of Jacobs. F, (1988), that normally evaluated a program in five levels and judged the real

outcome with the expected result of the program.

The reason that the program designed at 5 different steps had met the requirement or

nothing is measured in fiveapproaches.

1. Need assessment: It respondsto the question that what is the concrete problem? The

answer will state whether the training program will be needed or not.

2. Monitoring and accountability:For this the question is answered for, who are the

applicants and what service this firm is delivering?

3. Program clarification: Itstates theassessment at different requirement level to

respond how more successful the event could be built up.

4. Progress:This stage recognizes and assesses the improvement of the applicants’

answers the question- how much better the applicants are making improvement?

5. Program impact: It’s anew approach that assesses the long-term effect of the training

package.

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Need assessment

3.1.2 Process of documentation of the training program: The assessment process

used to measure the program is mainly qualitative. The assigned person used three systems to

spot the break by various types of stages of the training event.

i. Trainer/Trainee feedback: when each training program ends feedback

from the trainer and trainee will be taken for knowing that what they think

about this program. Their opinion and feedback is essential for the accurate

and realistic finding on the training program that will help the managers to

identify how the related parties were unnatural.

ii. Observation: The activities and participation of the employees will be

carefully observed. Carefully observe the activities and participation of the

employees and effects of internal and external factors on the training event.

!!! Customer comments: Effectiveness of employees applying skill in customer

service will be evaluated. Employees can get to know about different factors in the

organization environment regarding customer service through problem solution and

conversation. Through customers comment employees will know how positive or negative

change occurred in the customer service.

3.1.3 Documents used for evaluation: For the evaluation of the training, some major

factors needed to be measured. Thesefactors were used for evaluating the training program;

how much effective it was.

i. Quality improvement: If the quality of product is better or not is measured.

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Accountability

Program clarification

Progress

Program impact

ii. Customer service: If customer service is developed or met the vital value of the

company.

iii. Production efficiency:Efficiency and inspiration in work place are primarily

focused in this training program.Productivity change is also assessedin this

evaluation method.

iv. Change in sales:to identify the effect of the training program,how much change is

madeduringthe training program is considered.

3.2 Analysis and evaluation of the training event:it was a successful training event

considering the active involvement and interest of the forces. There was a customer service

problem scenario at the 1st event and a good number of realistic and appropriate solutions

were found (Seigner 2000). . In the discussion session management team and the participants

had long discussion session which resulted in a more feasible and logical conclusion. The

long discussion session resulted in a more practicable and logical ending. The real benefit

was employees found out what was necessary to be better in their client service.

3.3 Success of the evaluation method: Five estimation method was very helpful to

measure the success of the event. The system assessed the expected profit and realprofit to

systematize the diversion and practicability of the training event. Thus it was easy to find out

whether it will continue or not or development need to be made. During the assessment

procedure employees, managers provided their problems and critical activities of the training

event that affected adversely in their development process. Thus it was easy to figure it out

the cost-benefit ratio to decide on whether it will continue or not or improvement need to be

made. The management found it a successful assessment system which critically analysed all

the steps and policies taken by HR managers.

Task- 4Importance of Government-led initiatives:

4.1.1 Role of Govt. in training and development: The UK government plays a vital

role in the training and improvement of the employees of private firms. Govt. set up training

programs by expert trainer to ensurethat the employees can improve and attain at least a least

amount standard of performance. M & S is a giant retailer firm in UK. Thus UK govt. has to

worry about the internal advancement of the firm’s performance(Seigner 2000). SoGovt.

Lifelong learning is the self-motivated learning by the employees. Govt. involvement in

training can aid the employees to pursuit knowledge from the working environment.

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Moreover the firms might not be able to invest in high amount and design the needed training

facilities. In these cases the firms are benefitted through the Govt. involvement and support in

their HR development. has to take the liability to take the performance to a benchmark level.

Govt. participation in training can help the employees to tracking down knowledge from the

working environment.

4.2.1 Impact of competency movement in public & private sector: Private

companies are spending more in this region to enlarge their capability to increase competitive

advantage. Deloitte a private consulting and auditing firm makesgiant investment in training

their employees. A steeper learning curve is provided to enlarge their proficiency quickly.

Since growth in private firm’s performance has an effect on the economy, the public bodies

have also developed themselves to raise their performance. In UKPublic companieslike‘East

Coast Trains’ are making continuous attempt to grow the performance level and service

quality at a standard level. They provide a steeper learning curve to develop their expertise

quickly. The knowing is never-ending and qualification is delivered to grow their self-

assurance level. As growth in private firm’s show has an impact on the economy, the public

figures have also improved themselves to lift up their performance. Public companies in UK

like ‘East Coast Trains’ are making continuous effort to uplift the performance and service

quality at a standard level. Movement of competencies and skills are essential part of learning

and effective and improved performance.

4.3.1 Assessment of Contemporary training initiatives: UK government took the

Contemporary training initiative to make available the small and medium firms business a

helpful T&D program to bring constancy and development in economy (Seigner 2000). The

training is professional and intended for rapid learning on different areas of a business. UK

govt. designs a variety of qualitative training programs for different firms. For different

learning requirements and development necessities, the firm need to identify more critical

areas and organizational problems for effective implication of theories and practices. The

employees can be at their best performance level if management provide full support to them

and toward their organizational structure and work environment.

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4.3.2Role of contemporary learning in M&S: This training programme is very essential

for further improvement and acquiring competitive advantage for Marks and Spencer. This

firm has developed and transformed their main principle. And by making this firm as a

successful one, specific training facilities for its employees are needed. Marks and Spencer is

a leading retailer firm possessing a high impact over the UK economy. The management

bring different facilities for a faster performance adjustment of workers. These helped the

firm to stay and fight in the highly competitive market gaining more customer gratification

and loyalty. This cotemporary training will help the employees to get used to quickly to the

shifting environment. This training program is assessed by promoting on the customer

expectation, competitive position, adaptability issues and market situation.

References:

Henry, J., Eggland, S.&Henry, A. (2002). Principles of Human resource management New

York: Basic books [online] collected

from-http://nhokanson.wordpress.com/2007/02/01/definitions-of-human-resources-

human-resource-management-and-their-relation-to-human-resource-development/

Liao Y. (2005) Business strategy and performance: the role of human resource management

control, Personnel Review, Vol. 34 Issue 3, pp.294-309

Patel, A. 2010, 10 HR tips for entrepreneur [online], Available from:

http://info.shine.com/Career-Advice-Articles/Shine-Experts/10-HR-tips-for-

entrepreneurs/3788/Aty18.aspxJacobs, F. (1988). The five-tiered approach to

evaluation: Context and implementation . Evaluating family programs

(pp. 37-68).

Seigner P. (2000) Evaluating levels of strategic integration and devolvement of human

resource management in the UK, Personnel Review, Vol. 29 Issue 2, pp.141-157

Vhin T. (2001) The effects of linkage between business and human resource management

strategies, Personnel Review, Vol. 30 Issue 2, pp.132-151

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