Human Resource Development

Of

Marks and Spencer

Submitted by:

Submitted to:

Date of Submission:

pg. I

Table of Content:

Executive summary III

Lo-1 Understand Learning Theories And Learning Styles 41.1 Compare different learning styles: 4

1.2 Explain the role of the learning curve and the importance of transferring

learning to the workplace in Marks and Spencer:

5

1.3 Assess the contribution of learning styles and theories when planning and

designing a learning event for the Company

7

LO-2 Explain the role of the learning curve and the importance of transferring

learning to the workplace in Marks and Spencer

8

2.1 Compare the training needs for staff at different levels in Marks and Spencer 8

2.2 Assess the advantages and disadvantages of current training methods used in

the organization

8

2.3 Use a systematic approach to plan training and development 10

LO-3 Be able to evaluate a training event 10

3.1 Documented methodology of an evaluation using suitable techniques 10

3.2 Analysis (and evaluation) of the training event: 12

3.3 A review of the success of the evaluation methods used: 12

LO-4 Understand government-led skills development initiatives 13

4.1 Explain the role of government in training, development and lifelong learning 13

4.2 Explain how the development of the competency movement has impacted on

the public and private sectors

14

4.3 Assess how contemporary training initiatives introduced by the UK government contribute to human resources development for an organization such as Marks and Spencer

14

Conclusion 15

References 16

pg. II

Executive summary:

Marks and Spencer is a major global retail store in UK in service for more than from year

1884. It operates through 361 stores worldwide by a vast number of staffs about 65,000 in

number. Existence of extreme competition the firm had to change their core principles and

strategy directing on the standardizing and development of employee performance. For more

customer satisfaction and efficiency, the company has been organizing training facilities of

different styles to fulfil individual need and experiences. They conduct on-the-job and off-

the-job training services to build more capable and skilled workers generating high

performance and rapidly adjust in the changed structure. Flattened organizational structure

created some scope of opportunities, challenges and responsibilities for the employees. I gave

an idea of a training event which will assist the firm in attaining the objectives. Government

led training facilities for the human resource development can be a major contributor in M&S

employees’ performance improvement which will contribute to the economy in the end.

pg. III

LO-1 Understand learning theories and learning styles

1.1 Compare different learning styles

Extreme competition led M & S to change the core strategies and values. This change of

structure created new challenges for the employees. Staffs required building a concentrated

career path through the experience from learning curve of the training and improvement

procedure of M & S.

1.1.1 Different learning styles: There are different types of learning styles to be

initiated by a firm depending on the styles that fits the best for every individual. Honey &

Mumford (1986) has defined 4 different learning styles- theorist, activist, reflector and

pragmatist.

Theorists: This type of individuals is known as the perfectionists and they always make,

analyse logics and theories before jumping into a decision. They don’t deviate from

rationality and analytical of any assignment or responsibility to be managed. Theoriser

employees are the perfectionists who prefer logics and theories before making a selection.

They are exacting to analytical and rationality of any extend or objective to be finished. Their

decisions are not from their participation or preceding acquisition. They puddle analysis and

supported on their sensible findings on the flow scenario, they become to a conclusion.

Activists: Activist learners enrol themselves in new jobs and responsibilities as interrupted

learning and experience. They shift from one task to another opportunity within a short time

span. Active employees take themselves in new experiences as a nonstop alteration in

activities. They make move from one live to another within a momentary time move. In

rapidly changing situations and experience requirements these learners can enlist themselves

in altering and wider responsibilities. But activists’ power is competent to play in diametric

responsibilities and tasks but they are little practiced in any circumstantial extent of science

and competency.

Reflector: Reflectors don’t make own points, make decision, and take opportunities. They

wait for the right time, accumulate data, analyse them, think carefully and then make a

pg. 4

rational decision. These learners don’t partake actively in meeting, discussion; they listen to

other participants and later make own judgement.

Pragmatist: Individuals are practical learners and ready to take challenges, opportunities

ahead. They lead team, make decision successfully with the help of experience and learning.

They can partake in new position, responsibility and improve competencies and skills.

Pragmatists are functional in nature and try to take any chance that comes. They pair to bonk

challenges and achieve resolve by healthy assured through learning and undergo. They are

primed to bear new area and frame up skills accordingly. The learners are competent to

accommodate quick in dynamical situations, stimulating environment and tasks. The state

M&S truehearted has created for the workers and managers poorness these categories of

learners to be able to fit themselves and change rendering to the requirements.

1.1.2 Learning style followed: M & S applies combination of multiple learning styles to

deliver courage and confidence to take more responsibilities and challenges. They use

competency profile to detect the areas to be improved by employees. Performance appraisal

aids them in measuring their improvement and setting own career path. On-the job training

services of M & S like working for manager of different post, performance coaching make

them understand new responsibility context and help to attain practical knowledge for

improving necessary skill and competency. Off-the-job training events deliver learning to

gain efficiency and effectiveness in judgment. The training facilities are investments for the

stable because as a proof of the preparation event employees would be able to increase the

construction of turnout multiplicative clear. If more kinds of learning styles are available and

applicable for employees, the more categorised and realistic learning event can be approved

and designed.

1.2 Explain the role of the learning curve and the importance of transferring

learning to the workplace in Marks and Spencer

1.2.1 Learning curve: Learning curve is the development and learning process which is

extended through experience. This graphical presentation shows how to bring perfection and

experiences add learning gradually (Bergenhenegouwen 1996). For a new work atmosphere

learning curve plays significant part for the knowledge enhancement. Through gaining

pg. 5

experience in doing a job, learning curve benefits the staffs to focus on new skills

development, add values to output and set career goal. As M & S established new strategies

and core values, the staffs were challenged by the changing factors and requirements. To

become a part of this change they had to adjust to new learning curve for the growth in their

technical skills and business competencies (Gilly et al. 2002). Practical experience,

performance review, performance coaching and other types of learning opportunities are

being offered to the workers to recognize their capability area and build realistic career goal.

Through the draw we can perceive that when perpetual see is in advance, the learning and

efficiency increases spell clip required acting the job.

1.2.2. Significance of knowledge transfer: Performance coach, line manager share

knowledge on performance standard, improvement areas and expectations with the personnel.

Knowledge transfer through workshops is supportive for the participants for the knowledge

and improvement of skills (Liao 2005). It’s very important for the business firm to reshape

skills, recognize core principles and perform in a standard form. Through the alter tendency

and enhanced knowledge, employees attained efficiency in their work and managers could

ascertain out the advisable attainable options for each sphere and occupation.

1.2.3. Effect of learning curve: Knowledge relocating isn’t mere communication; it is the

distribution of implicit and practical knowledge that aids workers to expand their abilities

(Bergenhenegouwen 1996). Transferring knowledge effectively and by learning curve

enabled the workforces in identifying performance level in technical expertise and

proficiency, being able to establish a realistic career objective, participating in creating more

effective decision and gaining productivity.

pg. 6

1.3 Assess the contribution of learning styles and theories when planning and

designing a learning event for the Company

1.3.1 Contribution of learning styles and theories: Learning theories are the theoretical

framework to the learning objects and necessities. But which learning style is needed depends

on employees’ preference and how fast they can familiarize to the new condition. So, before

picking and directing preparation measures for the staffs the acquisition styles and theories

staleness is analysed and familiarized according to the truehearted prospects and

requirements. These improvement areas in learning and talents resulted in a competitive

advantage situation for M & S. Thus winning learns on acquisition preferences and

conjectural indications conduce to the winning HR circumstance organizing.

1.3.2 Relationship among learning style, theory, event: But selecting a single form of

learning is difficult and thus mixture of various learning styles can be effective in learning

program designing. Firmly may enjoin improving other capabilities and skills suchlike body

skills, resolution making ability, efficiency, a group occupation, enhancing sphere Atlantic

etc. These requirements outline the characteristics of practice and use requirements. Learning

theories thus describes learning philosophy and learning style suggests how more effectively

knowledge can be delivered and the designing of learning program is the application of the

progress expectancy. And procurement theories describes acquisition categories,

arrangements and speculative clarifications and learning call edicts how most effectually

learning can be formed with the most congruous targeted objectives.

1.3.3 Contribution of learning theory and event: Learning theories, styles utilized by

Marks and Spencer focuses on how the effectiveness in result can be achieved through

learning programs. For planning and designing a program I will emphasis on the best learning

opportunity prioritized by the staffs. How every employee is benefitted through an event

reflects the success of an event. Every singular favour and customary to contrasting

achievement patterns and construction. It's great to see and link acquisition theories

surrendered by theorists with the soul acquisition necessities and patterns to apply a healthier

concentrated and goal-oriented activity installation.

pg. 7

LO-2 Explain the role of the learning curve and the importance of

transferring learning to the workplace in Marks and Spencer

2.1 Compare the training needs for staff at different levels in Marks and

Spencer

2.1.1 Training needs at different level: M&S has to initiate different training programs for

the staffs of different organizational responsibilities and positions. M&S keeps a friendly

atmosphere for the staffs which assist them to feel as a crucial member of the firm.

Customer level Management level Operation level

> Workshop- to provide

practical knowledge on

effective customer service,

efficient queue management.

> Problem solving events to

make employees provide

efficient customer complaint,

query management.

> Performance appraisal for

performance improvement,

building decision making

ability.

>Role playing, enrolment

under new responsibility- To

increase team leadership, plan

career objective.

>Performance review, coaching-

To increase technical skills.

> Workshop & other off-the-job

training- Improve efficiency,

practical learning.

2.2 Assess the advantages and disadvantages of current training methods

used in the organisation

2.2.1 Analysing current training method: Marks & Spencer arranges training programs to

train its staffs. They counsel the employees to build effective career objective (Liao 2005).

Performance evaluation is conducted to detect their actual performance level and

development required. Off-the-job training events like workshop, workbook facility are

planned to improve efficiency and skills. Role playing benefits them to recognize the

responsibility and skill in new position and context (Gilly et al. 2002). The management

continuously search for improved learning tools for their workforces that would be further

suitable for their firm and their goal.

pg. 8

2.2.2 Advantage & Disadvantage of current training methods:

Training methods Advantage Dis-advantage

Performance

appraisal

Employees can find out improvement

areas in skills.

Get motivation for better performance.

Employees facing problem in

improvement are demotivated

and disgraced comparing to

other employees.

Induction Provides a description on the firm,

objectives, culture and expectations.

Help to understand the role and

responsibility criteria.

Deviation between the actual

scenario and, management

statement might result in

negative responses and high

turnover.

Role playing Help employees to recognize

responsibilities and skills for different

role.

Staffs who don’t want change

in work responsibility, criteria

are demotivated and

performance degrades.

Discussion Helps employees to build career plan,

understand new challenges.

Help manager to design specific training

programme as per requirement.

Supporting role from the

management needed otherwise

employee won’t be able to

develop plan.

Workshops Provide learning materials, experiences to

increase competency and value.

Return may fail comparing to

the cost incurred for workshop

if participants can’t apply the

learning in time.

Performance

coaching

Evaluate performance, identify

development areas and provide courage

for decision making.

Biased or inaccurate coaching

may result in negative

development and judgement.

2.3 Use a systematic approach to plan training and development

pg. 9

2.3.1 Training and development for a group training event: To build up decision making

capability, I will arrange a thinking opportunity for the participants. They will participate in

solving problems of different and other sectors. Their quality of responses will define that

how much they are inept in which other sectors. It will help the employees to identify the

width of expertise and scope of changing role and responsibility. Managers will be also

benefitted to design course plan from the findings of the session. Appraisal will be given to

encourage more participation and engagement.

2.3.2Training process of the event: In this training session I will invite employees from

different sectors. The event will be organized outside the work place. Training will start with

the introduction of management and experts of the program(Liao 2005). Management will

then assign problems of different sectors to the participants from different organizational

roles. All the participants will receive a case of other sectors not from his/her sector. Experts

will aid them in analysing and the participants will provide solutions and argue with the

experts and other participants. The experts will carefully notice the scope of more

responsibility of each participant and then provide suggestions of improvement. Employees

will be given reward and new responsibility by the management decision and their skills will

be trained for improvement. Through this program employees will be able to identify the

implication of tacit knowledge and experiences with the management support which will

bring employee satisfaction and performance up gradation.

LO-3 Be able to evaluate a training event

3.1 Documented methodology of an evaluation using suitable techniques

3.1.1 Methodology of evaluations: For the evaluation of the result of the training event I

used different methodology (Gilly et al. 2002). To find out the efficiency and effectiveness of

the event and how successful the training program was I will assess various aspects, costs and

benefits ratio to decide the continuity and changes of the program. I used a framework to

evaluate the program in five steps which provide analysis on the program. The program is

judged at 5 different criteria to find out whether it has met the need or not.

1. Need evaluation: It answers the query what’s the definite problem? It will provide

answer on the necessity of the training.

pg. 10

2. Monitoring the participation: The question of who are the targeted participants and

what facility we are providing and how much they are participating is answered.

3. Program interpretation: It’s the assessment at different level of the program to

answer how the program can be more effective.

4. Improvement: Identifies and measures the development of the participant- how much

the participants are improving?

5. Program effect: This approach calculates the effect of the training event in the long-

term.

3.1.2 Method of documentation: The assessment method used to measure the program is a

combination of quantitative and qualitative methods. I applied three approaches to detect the

gap at various levels of the event.

i. Trainer criticism: Criticism from the trainer through direct conversation will be

very helpful to evaluate the pros and cons of the program designing to make

necessary corrections. Their instrument and feedback is indispensable for the right

and virtual judgment on the activity schedule that leave supply the managers to

determine how the collateral parties were stilted.

ii. Observation: Cautiously observe the accomplishments and involvement of the

participants and influence of other factors on their activities and the training event.

The undertakings and involvement point faculty present the optimistic and

perverse aspects of the circumstance and the essential steps to be prefabricated.

iii. Customer feedback: How workers were able to use the learning from the training

in customer service is evaluated. By participating in the training session

employees learned various elements in the structural atmosphere including

customer service. Customer feedback through questioner, complaint box service,

pg. 11

Need evaluation Monitoring

Program interpretatio Improvemen

t Program effect

appraisal facility will show if there was any progressive change in the customer

service.

3.1.3 Documents used for assessment: To assess the training session different factors are

analysed and considered. Results of these factors justified how the training event was

assessed and the effectiveness of the event.

i. Quality: Whether the service and product quality is standardized or not is

evaluated.

ii. Customer service: To know how customer service is developed and attains the

customer valuation of the company.

iii. Production efficiency: The event aims at bringing effectiveness and enthusiasm

in performance. The productivity is assessed in the evaluation procedure.

iv. Increment in sales: Positive or negative impact on the productivity of the training

event is analysed to detect the success of the event. Were there any increment in

sales volume, profit because of the training program is assessed through

calculation.

3.2 Analysis (and evaluation) of the training event:

The training was very useful seeing the involvement and eagerness of the participants during

the event. During the 1st session they were given problem cases of other departments

(Farquharson&Baum 2002). Realistic and feasible analysis and solutions were provided by

the members. In the argument session between the experts and managers and the participants

themselves more findings and logical decision came up. The beneficial factor was that the

argument and involvement in the problem case of other sectors helped the employees

managers to realize their inside talent and prospect of new challenges.

3.3 A review of the success of the evaluation methods used

The five stage evaluation technique helped to assess the achievement of the program in their

working atmosphere. The structure calculated the estimated and actual benefit to find any

diversion and lacking of the training session. It figured the cost-benefit ratio out which helped

to choose between whether the program will continue or not or any redesigning is necessary.

During the categorization process employees, managers provided their problems and

overcritical activities of the training circumstance that impressed adversely in their evolution

pg. 12

transform. The direction found it a thriving classification method which critically analysed

all the steps and policies purloined by HR managers. Statesman formal and analytical shift

was made in order to invite a fitter yield and outcome in execution.

LO-4 Understand government-led skills development initiatives

4.1 Explain the role of government in training, development and lifelong

learning

The UK government has a major role in training and developing the staffs of private

companies (Farquharson & Baum 2002). Training programs for different necessities are

conducted to develop the employees and reach the performance standard. M&S is a major

retail brand in UK; so the govt. is conscious about the development of the human resources

and their performance. For the greater sake of economy arrange trainings responsibly to make

employees perform more effectively. Lifelong learning system is encouraged by the Govt.

and firms to encourage the employees to learn through self-motivation. Govt. involvement in

human development aids the staffs and management to gather and share knowledge from

working experience and programs. Moreover the firms strength not be able to commit in

shrilling total and arrangement the required preparation facilities. In these cases the firms are

benefitted finished the Govt. condition and argue in their HR developing. In rotation the

saving industries are healthy writer rapidly and gaining HR power and received outturn

character. This helps to make an opportune place for the firms in the highly capitalistic

industry. Moreover the firms’ strength not be able to commit in shrilling total and

arrangement the required preparation facilities. In these cases the firms are benefitted finished

the Govt. condition and argue in their HR developing. In rotation the saving industries are

healthy writer rapidly and gaining HR power and received outturn character. This helps to

make an opportune place for the firms in the highly capitalistic industry.

pg. 13

4.2 Explain how the development of the competency movement has

impacted on the public and private sectors

Movement skill and competency has forced other private and public firms to take

performance gap into account for improvement. Private companies are concentrating and

developing this sector to enhance the competencies which will ultimately bring competitive

advantage. The firms are working on improving incompetency and inefficiency in

performance like poor service quality, inefficient production, low motivation etc. which is a

competitive disadvantage. They maintain a faster learning curve to develop and match their

skill and ability quickly. The learning is a continuous process and recognition is given to

grow the confidence. A private consulting organization named Deloitte gives a huge effort in

training and development of their employees. The overall employees’ skill and performance

possess a greater influence on industry and the economy; the public firms are also improving

their manpower to gear up their performance. For example ‘East Coast Trains’ and many

others are continuously working on improving the skills, service quality and performances.

Laxation of competencies and skills are necessary move of learning and impelling and built

execution. Employees are receiving a greater quantity of act and exertion in their exercise and

change of their arena areas. Higher success assess of the never-ending operation of learning

and ability change in the faster processing in undertakings and productivity has affected all

the firms to introduce the route in their own workplaces.

4.3 Assess how contemporary training initiatives introduced by the UK

government contribute to human resources development for an organisation

such as Marks and Spencer

4.3.1 Assessment of Contemporary training initiatives: Contemporary learning program

was initiated by UK govt. to deliver the private industry a helpful tool for development.

Understanding the present situation and future vision, UK govt. plans helpful qualitative

training events for necessities of firms. As a result economic growth and stability was

benefitted. It’s a vocational tool and motivated faster learning and experience. This

synchronous breeding effortlessness is quicker touch of utilization in the insecure excavation

ambiance. As the economy is stilted by the performances of the employees in all firms, the

pg. 14

Govt. has been swing further feasible toil in designing the advisable acquisition options to the

firms as per the type of learning needs.

4.3.2 Role of contemporary learning in M&S: For M&S contemporary learning event is

helpful for the growth and competitive advantage. The newly developed core standards and

strategies required particular training needs for the adjustment of their employees.

Cotemporary learning assists the staffs to adjust in the altering structural situation. Faster

compliance is attainable with the eruptive participation and potent effort of current learning

events as per the environmental plaything and employees compel. The training is assessed

and selected considering the customer expectations, competitive advantages, market scenario,

future vision and flexibility factors.

Conclusion:

Marks and Spencer is a directional distributor fluctuating possessing a altissimo competition

on the UK system. The direction transports other facilities for a faster show advance of

workers. These helped the faithful to outride and scrap in the highly agonistic market gaining

statesman client satisfaction and reliability. The newer environment aids the workforces to

seem writer importance and hear out organizational imperfections. The employees can be at

their physiologist execution stratum if management provide overfull connectedness to them

and toward their organizational structure and occupation environment. For learning

necessities and dire areas and organizational difficulties for impelling implication of theories

and practices. The substance alters polar facilities for a faster conduct shift of workers. The

receptive environs aid the staffs to appear more accomplishment and acquire out

organizational mistakes. These helped the truehearted to strengthen and attempt in the highly

combative business gaining communicator consumer inspirit and loyalty. It's needed to

describe learning requirements and judgment out critical areas and organizational problems

for effective consequence of theories and applications. The workforces can be at their primo

demonstration undo if way supports increases bearing to them and toward their organizational

object and employ ring.

pg. 15

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pg. 16