As an organisation develops, it creates working practices within the business that reflect itsway of doing things. These practices become embedded in decisions and
. Theway of doing things guides and influences employees as they carry out their work. However,when organisations develop a new
this creates a process of change.This leads to different ways of working.With more than 120 years of
, Marks & Spencer is one of the best-known Britishretailers. The company has more than 450 stores within the UK and employs more than65,000 people. It also operates outside the UK where it has a developing business in placesas far afield as Hong Kong. In recent years, the UK’s retailing industry has been characterisedby intense competition. Customers are more aware of where and how they want to shop.They also know what sort of shopping experience they require. This has made it much moredifficult for retailers to survive.The result was thatMarks & Spencer had todevelop a new business strategy.This created a period of changefor the whole organisation. Theperiod of change involvedrefocusing the business uponthe basics. This included thethree
ofQuality, Value, and Service.Marks & Spencer developed a promotional campaign that emphasised ‘Your M&S’.This helpedthe company to connect customers with the heritage in the business. It also linked thebusiness in the minds of customers with its two other values of Innovation and Trust. Theprocess involved three key features:•developing products that customers wanted•investing in the environment within stores•providing good
to look after customers.These changes have created a business environment with more challenges for employees.Managers had to prepare employees for whatever role they would be asked to undertake inthis new environment. The answer was to develop career paths for the employees. This casestudy looks at the processes of training and development at Marks & Spencer. It shows howthis helped employees to cope with the challenges they faced and created a career pathfor them.
Organisational structure and careers
The changes within Marks & Spencer have created a business that now has a flatter organisation structure. The business lost a number of layers of authority through a process of
. This means that employees throughout the business have more responsibility.This enables them to make quick decisions when required. At the same time, these employeeshave more
than before. This means that they must be prepared to explainand justify the decisions that they take.
M A R K S A N D S P E N C E R
The role of training anddevelopment in career progression
www.thetimes100.co.uk CURRICULUM TOPICS
•Organisational structure•Appraisal andcompetencies•Training and development•Recruitment
core activitiesof a business that contributeto developing products or providing a service.
decisions taken at the highestlevel within the businessaffecting everybody within theorganisation.
name and cultureassociated with the past.
principles that underlie theways in which anorganisation operates.
thevarious ways in whichorganisations support andinfluence the shoppingexperiences for customers.
producing aflatter organisationalstructure by reducing layersof authority.
takingresponsibility for decisionsand justifying actions thathave been taken.