1. pg. I
Human Resource Development
Of
Marks and Spencer
Submitted by:
Submitted to:
Date of Submission:

2. pg. 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
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

3. pg. III
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.

4. pg. 4
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

5. pg. 5
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

6. pg. 6
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.

7. pg. 7
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.

8. pg. 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 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.

9. pg. 9
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

10. pg. 10
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.

11. pg. 11
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,
Need
evaluation Monitoring
Program
interpretation
Improvement
Program effect

12. pg. 12
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

13. pg. 13
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.

14. pg. 14
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

15. pg. 15
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.

16. pg. 16
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Farquharson L. and Baum T. (2002) Enacting organisational change programmes: a centre
stage role for HRM?, International Journal of Contemporary Hospitality Management,
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