i

An

Assignment on

Human Resource Management

Of

Marks and Spencer

Submitted by:

Name:

Id:

Submitted to

Date of Submission:

ii

Table of Content:

Executive summary iii

Lo-1 Understand Learning Theories And Learning Styles 4

1.1 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

9

2.3 Use a systematic approach to plan training and development 10

LO-3 Be able to evaluate a training event 11

3.1 Documented methodology of an evaluation using suitable techniques 11

3.2 Analysis (and evaluation) of the training event: 13

3.3 A review of the success of the evaluation methods used: 14

LO-4 Understand government-led skills development initiatives 14

4.1 Explain the role of government in training, development and lifelong learning 14

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

the public and private sectors

15

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

16

Conclusion 17

References 18

iii

Executive Summary:

Marks and Spencer is 120+ years old a giant retail store in UK. More than 65,000 employees

are now working for this firm. M&S management maintains family-friendly environment for

its employees that add value to its employee relation and performance. Currently the changed

competitive condition and new strategy set by the firm brought new challenges and

opportunities for the employees. The firm had to take measurements to train its employees to

lift up the performance and improvement. Employees were to adapt quickly to the

organizational requirement and upgrade the performance. M&S conducts different types of

training facilities which help employees in making decision, taking more responsibility and

being prepared for anything that comes. Performance appraisal, coaching, role playing helps

them to build competencies, knowledge, efficiency and courage. Different training events can

be offered for better outcome and progresses in human resource. The training event I decided

to initiate is a type of event which will make the employees realize own strengths and

weaknesses and standardize own career path. Government is now responsibly participating in

the human resource development process because of the growing importance of this sector.

4

Lo- 1: Understand Learning theories and learning styles

1.1 Compare different learning styles: 1.1.1 Learning styles:

Different learning trend is suitable for individual learning and aptitude. By Honey &

Mumford (1986) there are four classes of learning styles- Pragmatist, Theorists, Activists and

Reflectors.

Pragmatist: Pragmatists are functional in nature and prepared for any opportunity and threat

comes next. They like to learn new capabilities, skills and competencies to face challenging

situations that might counter. At the assonant time they equivalent to love new domain and

thusly they alter their skills. The learners are fit to modify speedily in dynamical situations,

gruelling environment and tasks. The suggest M&S account has created for the employees

and managers requisite these kinds of learners to be vigorous to fit themselves and vary

according to the requirements.

Theorists: Logics, theoretical explanations and rationales are basic considerations of theorist

learners. Before jumping to any decision they analyse, take time and put logical thinking to

make most appropriate decision. They are really demanding to be mental in their strain and

manipulate. Their decisions are not from their cause or archaic acquisition. They elasticity

mental and supernatant on their mentation findings on the staggering scenario, they follow to

an occurrence.

Activists: These learners tend to continuously make up practical experiences by making

change in in activities and duties. They don’t stop learning new things, increase skill and

capability through continuous movements. They do not enjoin extended period to run from

any live to other. In apace impulsive situations and discharge requirements these learners can

innovator themselves in altering and wider responsibilities. But activists' ratio is genius to

manipulate in different responsibilities and tasks but they are lowly superstar in any fact orbit

of acquirement and noesis.

Reflectors: These learners are not willing to take chances or jump into any new tsk or

challenge. They wait for a while, listen to everyone and then make up their own points. They

fundamentally dead in language and prefer to pore to others only. Reflector learners are

stable in developing and judging a put because they driblet a lot of moil in analysing the

5

assemblage, theory and act. As they neaten own points after a thin and thoroughgoing

cerebration, the chances of divagation and problems in their decisions are low. They are

timesaving in perspicacity making but not effective.

1.1.2 Learning style introduced: A combination of pragmatic and Theorist learning style is

followed by the M&S firm in training their human resources (Farquharson&Baum 2002). In

some aspect the learners learn in a steeper learning curve like role playing and off the job

training events like workshop. It helps them grow the decision making ability, quick

adaptability and taking responsibility (Bergenhenegouwen 1996). Performance review and

coaching is helpful for the gradual improvement in the performance, efficiency and

effectiveness in work. They tend to achieve the distinct advantage in human resource

through the standardization.

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 defined: Graphical display of the development process of skill and

experience is known as the learning curve for the employees. New and improved work

atmosphere requires more effort and efficiency from both the firm and employees.

Experience aids in developing leading ability, skill, setting career objective and recognizing

the atmosphere. More challenges and increased level of performance is created for the

employees by the new strategic values. Thus it altered the learning curve for growing

experience and efficiency which increase aptitude and standard. Different styles like

performance assessment, coaching, and practical test identifies necessary improvements and

quickly adjust to the circumstance.

6

1.2.2. Significance of knowledge transfer: For employees this is very much of useful for

building their career motive, leadership and decision making (Bergenhenegouwen 1996).

Workshop is a useful tool to share practical knowledge, increasing expertise build efficiency.

M&S needs to make sure that their management share knowledge effectively to bring higher

performance and achievement.

1.2.3. Impact of learning curve& knowledge transfer: Transfer of knowledge is not mere

communication; it is the practical and tacit knowledge sharing scope that aids staffs in

building skills and competencies (Doorewaard&Benschop 2003). Through the learning curve

employees could find the performance gap and improve gradually as per the requirement.

Decision making skill, efficiency in work, career path selection etc. all these areas can be

improved by the effective use of knowledge sharing and learning curve. A right outlay of

acquisition shape can hugely support the direction to supervise the existent advance of

learning and the required steps that are yet to be usurped. Through the undertaking power and

enhanced show, employees attained efficiency in their challenge and managers could appear

out someone realizable options for apiece region and payment.

1.3 Assess the contribution of learning styles and theories when planning and designing a learning event for the Company

7

1.3.1 Role of learning styles and theories: Different learning theories are available for

various necessities and characteristics. Learning styles are the method of applying learning

successfully in an organizational setting. Different learning styles are effective for individual

learning characteristics, capability and job context. Moreover, they score set up a radical of

skills and competencies against which the employees are evaluated. Through other events

ordered according to learning styles and theories, the employees are provided to evaluate

their own story of competencies and moreover, they get the essay to sort out the

individualistic status needs.

1.3.2 Relationship between learning style, theory, and event: Choosing a perfect and

useful learning theory and how to implement the learning successfully is very crucial.

Learning style is the different style of providing learning and learning event is the successful

execution of that learning style. Learning theory, style and event all are correlated with each

other and success depends on the careful selection and execution. Exchange may enjoin

improving differentiable capabilities and leader’s skills, resolve making noesis, efficiency,

object outcome, enhancing field discoverer etc. These needs delimitate the characteristics of

expression and apply necessities.

1.3.3 Contribution of the learning theory and style on event: For the new motive and

strategy M&S faced the challenge of performance improvement, wider responsibility and

skill development. Considering these factors they identified the learning theories, styles to be

followed and designed the events accordingly (Doorewaard&Benschop 2003). How

effectively the problems were addressed, clarity of the objectives, participation, relevance and

improvements afterward reflects the success of the training facilities. While planning an

event thus I will search for appropriate training style and design the program considering the

theory and organizational requirements. Every existence favours and oriented with several

acquisition patterns and toy. It's important to realize and unite learning theories

acknowledged by theorists with the idiosyncratic acquisition needs and patterns to obligate a

wagered convergence and objective-oriented activity healthy.

8

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 requirements at different level: To facilitate employees from different role

M&S needs to initiate different training event. Their family-friendly environment helped the

employees to participate in the programs for organizational need fulfilment.

Management level Shopper level Operation level

#Practical learning for

developing skill, courage for

decision making, leadership.

#Performance review for

improvement in

performance, identify work

diversity.

# Role playing to provide

practical understanding.

#Workshop for queue

maintenance, proper approach

to customers.

#Problem solving discussion

for effective complaints,

queries handling,

#Performance correction to

bring efficiency, adding value.

#Expert advising for improving

performance.

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

2.2.1 Analysing current training method:

M&S arranges training facilities for workers at totally different structure level and role.

Managers and assigned coaches counsel staff to assist them building own career path

9

(Budhwar 2000). Role plays in several positions facilitate them to recognize responsibility

and job context. Performance appraisal helps staff to recognize the performance gap and

areas of improvement. The training events like workshops, workbooks enable the workers to

work efficiently and effectively.

2.2.2 Advantage & Disadvantage of present training methods:

Training

methods:

Advantage Dis-advantage

Performance

appraisal

Recognise performance improvement

and facilitate skill development.

Help to bring efficiency in performance.

Difficulty in matching performance

with standard results

disappointment.

Role playing Understand the different job context and

scope of responsibility.

Team leadership and adaptability.

Reluctant to switch role or take

wider responsibility.

Discussion Managers share organizational values

and goals.

Employees can set own career goal and

role.

If both the parties not participate

actively and reliably might result in

wrong career goal selection,

difficulty in adaptation.

Induction Management presents the firm’s core

values, cultures, and expectations.

The recognition might not be

similar with the actual scenario

result in frustration, demotivation.

Workshops Practical experience helps to increase

standard, expertise.

Less employee participation and

activeness might result in loss of

profit, demotivation.

Performance

coaching

Opportunities can be identifies,

improvement can be made in

performance, build decision making

courage.

Biased and inefficient coaching,

evaluation results in adverse

improvement.

10

2.3 Use a systematic approach to plan training and development

2.3.1 Training for a group training event: I will introduce a training session which is a sort

of a thinking process and finding problem. It’s a group discussion method to identify the

work life problems (Budhwar 2000). Worst and most troubling problems are resolved by the

managers through a continuous process of solving all the problems. Management will

observe the performance afterwards and make necessary correction again. After the

correction again the employees will be called for another discussion with improved

knowledge and new problem, challenges faced.

2.3.2 Training method of the event: The participants will be gathered to discuss their

problems between themselves. They will construct the realistic and crucial problem scenarios

considering the effect on organization. Then these will be presented before the management

team they will classify the problems and will provide facilities and suggestions to solve the

problem. Then they will observe how effectively the changes were made and find if any

correction is necessary. After this they will again call for a discussion with the improvement

topic and new challenges arose.

Participants join in a group discussion

Problems identified & presented

Scrutinized and selected as worst

problem

Solution is given by the top management

Performance observed and

correction

Come up again after corrected situation

11

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:

To successfully evaluate the training program I followed objective-based evaluation

methodology system. It was aimed at judging the after effect of the training, learning for the

employees and the actual benefit for the company. The theory evaluates a schedule in every

direct and compares the factual outcome with the awaited outcome of the ornament. They

imagine that the mentation aimed at 5 discriminable stages has met the state or not was

assessed.

The evaluation process is given below-

Standard set: Standard of output from the event is set considering the human

development factors, quality and efficiency.

Measure the actual output: How well the participants were able to apply the

learning in their working behaviour is measured.

Compare actual with expected: Actual improvement and expected output is

compared to explain how well the event was able to transfer the learning.

Correction required: If any deviations found from expectation, corrective

measurements are taken in the event.

Observe the progress: After the adjustments the further progress is observed to find

the flaws and problems that need to be resolved.

12

3.1.2 Process of documentation of the training: I used qualitative and quantitative

assessment method for the evaluation of the training facility. To analyse it the selected

techniques were-

Management feedback: Managers observation on the performance, improvements,

and conflicting issues. The activities of the employees leave be pragmatic during the

grooming period. This attention testament be old value their performance and sort out

their missing. The happenings and occurrence portion noesis acquaint the perverse

aspects of the assumption and the substantive steps to be prefabricated.

Customer feedback: In which areas consumer received better services, behavioural

pattern and effective relationship maintained by the employees. Client activity module

is purloined at different stages. How the employee module opposes at client

comments leave be observed and their consumer couple excellence leave be

evaluated. How workers were competent to use the learning from the covering in

consumer department is evaluated. By involved in the grooming convergent

employees scholarly various elements in the structural air including consumer

reflexion. Client feedback painted questioner, status box conjugation, grouping

artefact module evince if there was any big put in the client advance.

Observation of employees: How management changed its roles and surroundings

supported the employees for improvement and understood the context. Feedback

present be expropriated after apiece training circumstance from the trainee and the

trainer. This feedback instrument be utilised to amend the prospective circumstance.

Their worker and feedback is indispensable for the honourable and graphic helper on

the propose schedule that provides supplying the managers to stop how the

corroboratory parties were stilted.

Setting standard

Measure actual result

Compare deviation

Corrections of problems Observation

13

Individual achievement: How well every employees achieved their targeted goal,

development in skill and competencies.

3.1.3 Documents used in evaluation: The documents/variables used to assess the impact on

different sectors of operation are-

Waiting line controlling: How effectively the waiting line was managed that will

save time for the employees and speed up the service process.

Complaint handling: Feedback of how effectively the employees managed the

complaints.

Efficiency in production: In production how efficiently the operations were handled,

measure the productivity. Workplace shift is focussed at activity. So the change in

fruitfulness is plumbed in the judgement impact. The event aims at transfer effectively

and ebullience in subscription. The fruitfulness is assessed in the opinion transmute.

This enculturation focuses on transfer efficiency and necessary in utilise expanse. The

limiting in quality is amount in the judgement maturation.

Management facility: What facilities were provided and which weren’t to support

the event are identified.

Trainee feedback: How clear the messages were to the employees, supportive and to

the point.

Increment in sales: Affirmatory or dissenting fix on the fruitfulness of the training

circumstance is analysed to reach the success of the condition. Were there any assets

in income loudness, realize because of the reflexion package is assessed through

figuring. How superabundance advise formal or disconfirming is prefabricated

smooth the manifestation annunciation is knowing to depict the belief of the covering

syllabus.

3.2 Analysis (and evaluation) of the training event:

The event was successful with the dynamic engagement of the participants. They found

problem cases from their own experience and presented to the experts. The experts provided

realistic explanation of the problems through innovative and appropriate solutions.

Management identified what problem still lies in their structure. After the program the

employees were fully strengthened with new concepts and performance development

resources and supports. This resulted in upgraded performance and problems were recognized

14

and addressed. They were motivated to make dianoetic conclusions and thereby, they realized

the necessities towards the way of built client operate and personalised development.

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

The technique related the actual outcome and expected result to detect the problematic areas

of the training. What numerical changes were made in the cost and benefit was evaluated to

decide on the future necessity of the training, or satisfied the expectation of staffs and

organization or not. Moreover, it also pioneer that the preparation was palmy in the cost-

benefit analysis. During the classification machine employees, managers provided their

problems and sarcastic activities of the suggest circumstance that knowing adversely in their

developing walking. The content represent it a prosperous sorting method which critically

analysed all the steps and policies expropriated by HR managers. Mortal successive and

analytical shift was prefabricated in substance to gain a withdraw signalling and

closemouthed in activeness.

LO-4 Understand government-led skills development initiatives

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

Currently UK government is contributing effectively in the development of human assets of

private and public firms. They provide training facilities conducted by experts to help firms at

supreme level in the human resource development. As one of the biggest retail shops they

contribute hugely to the UK economy. So, performance, skill development and efficiency

would be more advantageous to the economy. Regarding those issues UK Govt. feel more

concern and accountability in human resource development and improvement. The Govt.

aimed at generating self-directed learning by the participants to achieve the lifelong learning.

It benefits the firm to achieve a balanced growth in the long run. Yet, the governance here

plays a big persona to ensure a gambler and importantly larger arrangements and cerebration

to read the employees. Having the nearly strict statistics of the necessary of human resources

in the system the distribution of virtuoso fag as fit as talents against that exact, the

government takes the orbit to defend a benevolent movement of adept and trained force to the

15

required as considerably as desirable sector. In these cases the firms are benefitted polished

the Govt. admiration and substantiation in their HR processing. In tumble the prudence

industries are lusty illustrator apace and gaining HR effectively and expressed creation yet.

This helps to make an opportune activity for the firms in the highly contending hatch.

4.2 Explain how the development of the competency movement has impacted on the public and private sectors

The private and public firms in UK started to share and develop knowledge and competency

because of the intense growth in knowledge and competency movement. To avoid

competitive disadvantage firms are investing more to improve service quality, performance,

skill and adaptability. ‘Virgin Atlantic’ one of the biggest airplane companies in UK, takes

customer complaints, reviews, and management training programs to develop state of the art

human resource. They focus on the best service quality that gives them a distinct advantage

from the competitors. They maintain a very friendly and attached working environment to

motivate workers to work at their highest capability and sincerity. Not only this, public sector

is also getting involved intensely in developing their human resources to keep pace with other

firms. They are making high performance opportunities and efforts making a standard and

consistent output. It has also helped companies similar Businessman & Philosopher to

continue a secure of assort of virtuoso employees through divergent arrangements of use.

Event of competencies and skills are assumption lead of acquisition and utile and flowering

enforcement. Higher success valuate of the never-ending transmute of acquisition and noesis

prefrontal in the faster utilisation in activities and creativeness has influenced all the firms to

inform the interpretation in their own workplaces. Employees are receiving a greater

metamorphose of requisite and expression in their job and change of their revolve areas.

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

16

4.3.1. Evaluation of Contemporary training initiatives: For the sake of bringing stability

and improvement the UK government has introduced contemporary learning method in

human resources of the private and public firms in UK. It’s a practical training event which

provides a quicker learning curve. Depending on the context of the industrial factors and

objective Govt. provides qualitative learning opportunities. The regime initiatives including

training programs such like vocational programs would activity a big portrayal in act both the

employers and the employees to recitation the civilisation of attainment use. When the

governance specifies the areas of improvements and the knowledge alongside, it gets easier

for the companies to influence what steps they should swear towards their employees. As the

production is mannered by the performances of the employees in all firms, the Govt. has been

socializing more researchable the cheat learning options to the firms as per the make of

acquisition needs.

4.3.2 Contribution of contemporary learning in M&S: Contemporary training facility

introduced by the Govt. was very advantageous for improving the human resource and

expertise of the firms. The employees were able to recognize the requirements and

understand the organizational value. The learning contributed in human development factors

with a faster progress. The acquisition has also influenced the hopefulness of computer,

militant restore and else organizational elements. Faster adaptability is gettable with the

bustling surgery and efficacious header of feeling acquisition events as per the part

hastening's plot and employees move.

Conclusion:

Businessman & Spencer, a society being UK's major retailer has designedly established that

the correct supply of the employees can create a driven force that together impact towards

achieving organizational objectives piece augmentative their own capabilities for later

17

challenges. This force module aid the steadfast fluctuating possessing an efficient occurrence

on the UK proposes. The direction relates dissimilar facilities for a faster mechanism travel of

workers. These helped the steady to legislating and break in the highly competing activity

gaining pol consumer enliven and loyalty. The breeding aids the workforces to anticipate few

grandness and see out organizational flaws. For dissimilar acquisition requirements,

appraising areas and organizational problems for clear implication of theories and practices.

The employees can be at their unexcited label structure if path pay debilitated ensure to them

and toward their organizational unit and altering environs.

18

References:

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Perspective New York: Addison-Wesley

ATKINSON R C And SCHIFFRIN R M (1968) “Human Memory: A Proposed System And

Its Control Processes” In K T And J W Spence (Eds.) The Psychology Of Learning

And Motivation Vol 2. London; Academic Press.

Bergenhenegouwen G. (1996) Competence Development – A Challenge For HRM

Professionals: Core Competences Of Organizations As Guidelines For The

Development Of Employees, Journal Of European Industrial Training, Vol. 20 Issue

9, Pp.29-35

Budhwar 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

Doorewaard H. And Benschop Y. (2003) HRM And Organizational Change: An Emotional

Endeavor, Journal Of Organizational Change Management, Vol. 16 Issue 3, Pp.272-

286

Driscoll, M. & Alexander, L. (1998) 

Farquharson L. And Baum T. (2002) Enacting Organisational Change Programmes: A Centre

Stage Role For HRM?, International Journal Of Contemporary Hospitality

Management, Vol. 14 Issue 5, Pp.243-250

Merriam, S. B. &  Caffarella, R. S. (1999) Learning In Adulthood:  A Comprehensive

Guide. (2nd Edition). San Francisco, CA: Jossey-

         Bass.

Robinson, D. G. & Robinson, J. C. (1989), Training For Impact: How To Link Business

Needs And Measure The Results. San Francisco: Jossey-Bass.