Marks and Spencer: Training Function in Human Resource Management

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1. Introduction The success of any organisation inevitably depends very largely on the staff it employs. It is necessary to ensure an adequate supply of staff members that are technically and socially competent, and capable of career advancement into specialist departments or management positions. There is therefore a continual need for the process of staff learning and development, and training fulfils an important part of this process (Mullins, 2007). This paper will look at the training function in Human Resource Management as it exists in Marks and Spencer. My perspective will be as an external observer of the retail giant’s inner workings. The company’s training methods and practices will be discussed and a critical review of…show more content…
Example1: Well trained employees engage with customers and understand their needs. This information can be fed into market research on consumer behaviour in order to come up with products that suit customer needs. • Investing in the environment within stores: Employees trained in the area of product stock management will help to boost profitability and efficiency (The Times Newspaper Ltd and MBA Publishing Ltd, 2010). Example 2: Well trained employees on the use of the hand held terminal can help the company reduce wastage by ensuring adequate stock management which reduces costs and boost profitability. • Providing good customer service for customer retention: Well trained employees on customer service will always make a lasting positive impression on customers which brings about growth sustenance through customer retention (The Times Newspaper Ltd and MBA Publishing Ltd, 2010). Example 3: A well trained customer assistant is the face of the company on the shop floor and if he/she makes a lasting positive impression on the minds of customers this can

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