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People and Business

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Introduction

Unit 2 Coursework People and Business The business I have decided to study for my unit 2 coursework is Marks & Spencer. I will be studying the human resource part of the business. I chose Marks and Spencer because it is a very large business and will be able to answer the questions that I require. Marks and Spencer is a European retailer. They sell clothes, food and home products. They have an excellent website and offer many other services like travel and car insurance, &more card and savings and investments. Section A - Who are the stakeholders in Marks & Spencer and what is the role and importance of each type of stakeholder? 1 Customers 2 Employees 3 Owners and shareholders 4 Local community 5 Government 6 Suppliers 7 Local Businesses 8 Financiers 9 Pressure Groups First of all a stakeholder is any person or organisation which has an interest in a business. Lots of people are stakeholders in lots of businesses. Customers are quite a large group of stakeholders and are one of the main parts to Marks & Spencer's success. Customers are very important because they are the people that buy Marks and Spencer's products and help them to continue making substantial amounts of money. This is what makes them stakeholders within the business. Customers would contact the business. This could be for a number of reasons. One reason a customer may contact Marks & Spencer is because the product they have bought is faulty or has broken. Other issues that may concern employees are the opening times, the attitude of staff and the service given. Another reason may be to find out the opening and closing times of the business. Customers cannot change the business individually but they can as a group. If Marks & Spencer's issued a questionnaire for the customers to complete the results may push the board of directors to make certain changes. ...read more.

Middle

No.8 - Financiers No.9 - Pressure groups I have rated pressure groups at number nine because they do not have any influence in the day to day running of Marks & Spencer. Marks & Spencer's could also easily operate without them and they do not really make any real impact within the business. The only time that pressure groups can cause problems for Marks & Spencer is when they begin to operate at a National level in the press. I rated financiers at number eight because I feel they are less important than the other groups of stakeholders. I think that sometimes they could be important but Marks & Spencer's are a large business and do not necessarily rely on them as much as a smaller business would. I rated financiers higher than pressure groups though because I feel that some times they could be of importance such as when the company may be going through hard times and may need financiers for buying and getting stock. I placed local businesses at number seven. This is because they have no particular influence within Marks & Spencer and they can not control in any way how the business is run. Marks & Spencer also do not rely on nearby businesses for their survival. I think that Marks & Spencer would still be a leading business without local businesses to help bring in extra customers. At number six I chose the local community. I think that they are not one of the more important stakeholders for the same reasons that I think local businesses are one of the least important stakeholders. Marks & Spencer do not rely on the local community and would still be a successful business without them. I decided to put the government at number five. I think they are an important stakeholder but not as important as others. The government do not have huge amount of control over how the business is run but do have some. ...read more.

Conclusion

After going through the results the manager would then decide what actions need to be taken to improve the company and if there is any rising issues that need to be dealt with. In Marks & Spencer there is no kind of suggestion scheme for improving customer service but Marks & Spencer's are always willing to listen to anybody's ideas and take into account any valid points that may be made. Marks & Spencer's are always making sure their staff have training on anything necessary and believe because of this the staff are very helpful and know everything needed. The staff are highly trained in their specific areas and are therefore very knowledgeable. Marks & Spencer consider their customer service to be very good. They know this because all sale targets are met and they receive many letters from customers complimenting them on how friendly members of staff were to them on their visit to Marks & Spencer. However Marks & Spencer are always looking for ways to improve their customer service and take any suggestions seriously. One of Marks & Spencer's latest ideas was to send each and every person who worked for Marks & Spencer's to a Mary Gober seminar. Mary Gober is considered to be the most dynamic force in customer service culture development today. She has given many teams like Marks & Spencer's innovative strategies, heightened motivation and dramatically improved customer satisfaction. It is courses like these in which Marks & Spencer's are always looking out for to ensure that they can have an all round excellent customer service. In my opinion the customer service at Marks & Spencer is very good because everything is extremely clear and easy to understand. Marks & Spencer could improve the customer service by making it clearer on the internet and in store as where you can go to receive help and get information. Also a survey should come up on the website so customers can give feedback to Marks & Spencer. From this feedback Marks & Spencer could then continue to make the website and company better. 1 ...read more.

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