In this assignment we will analyse Marks & Spencer through its mission statement, key business processes and environmental factors, as wells as its strengths and weaknesses, threats and opportunities to the organization

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The management of information systems is a very important topic that every organization must develop properly and clearly within it because it is related to handling information necessary to achieve organization’s objectives and goals. It concerns itself with systems which importance to the organisation extends beyond merely assisting it to perform its existing functions efficiently or effectively.

In this assignment we will analyse Marks & Spencer through its mission statement, key business processes and environmental factors, as wells as its strengths and weaknesses, threats and opportunities to the organization and the critical factors related to its success.

Finally, based on the above analysis we will recommend a specific information system at each of the levels in the management to support the major business functions of the organization and strategize its operations giving it the required competitive edge.


The mission statement is a brief description of what an organisation defines as its underlying purpose and values. The mission aims to summarize the main reason of its operations.

An organisation's vision is reflected in the mission statement; hence vision should be part and parcel of MS. In other words, an organisation's mission statement needs to incorporate and accommodate its corporate vision. People tend to look at mission statement as merely an inspirational element or cliché'; but if it is to achieve its aim to communicate and inspire company’s stakeholders the mission statement has to possess the following attributes:

  • A reflection of a consensus of what existing managers and staff believe they should be.
  •    The commitment of the organisation to be alive, grow, evolve and change or progress as the organisation moves along.
  • Widely known and disseminated throughout the organisation.
  •    Realistic and not based on far-flung ambition that employees could not relate to.

Mission statement could also be used as a tool to give higher purpose for workers as exemplified by Marks & Spenser. M&S was rather ordinary general store in the early days. In the 1920s after a visit to Sears Roebuck in the US it redefined its mission statement as "the subversion of the class structure of the 19th century England by making available to the working and lower-middle classes, upper class goods of better than upper-class quality at prices the working and lower-middle classes could well afford". Few companies might have such precise or socially ambitious mission statement, but Marks & Spenser did a marvellous job by creating team spirit and unity of purpose among its workforce.

An organisation's vision is a necessary component of any corporate strategy. In planning a corporate business strategy, it is effective first to develop a corporate vision.
Vision is a succinct philosophy defining where an organisation desires to go. Vision is an important integration of the mission statement. Like any other thing, corporate visions could get "tired" after a while, therefore something general needs refreshing after some time to ensure its efficacy. The point to note is that an organisation's mission statement and vision are never carved in stone; therefore they have to be shaped and reshaped to ensure that the organisation is nimble and resilient in the face of adversity.

Marks and Spencer current Mission statement is very simple and clear:  "To make aspirational quality accessible to all".

This mission statement summarizes the aim objective of the company and gives a clear idea of the main interest and final purpose of the organisation. However this mission shows only the final interest in relation with customers leaving apart other stake holders such as employees, shareholders and suppliers. Besides this mission does not state how this objective is going to be achieved and does not say anything about the organisation’s future.  

We would include in M&S mission statement the importance of high quality services in the delivery of goods and the commitment to change and evolve in order to remain in the market generating welfare to its stakeholders.


Marks & Spencer is considered as a leading retailer in UK. There are more than 400 stores in UK and more than 150 stores within 30 countries, including over 130 franchise businesses. It is the largest clothing and food retailer in UK. The company was founded by Michael Marks and Tom Spencer. The brand ‘St Michael’ was being used for a long time for both clothes and food. The company also diversifies its business to home products and financial services.

The company has three divisions:

  • The UK Retail Division

The UK Retail division, the largest of the operating divisions, is itself sub-divided into seven business units, each representing a defined area of merchandise: Womenswear, Menswear, Lingerie, Childrenswear, Beauty, Home and Foods.

  • International Retail Division

The International Retail business consists of three broad geographic areas: Europe (including Ireland but excluding the UK), North America and the Far East. The European International Retail can be divided into the Continental Europe and the Republic of Ireland and European franchise businesses. In North America the group operates two businesses, Brooks Brothers and Kings Super Markets. At 31 March 2001 Brooks Brothers traded in 221 stores and Kings Super Markets had 27 stores. Finally in Far East the group operates 10 stores in Hong Kong.

  • Financial Services Division

The company offers financial services such as account cards, personal loans, unit trust management, life assurance and pensions.

The must important processes for the company are:

Marketing Management:

The M&S marketing processes are based on:

  • Quality: delivering excellent standards consistently.
  • Value: delivering exceptional values to customers.
  • Innovation: need to continue being at forefront of innovation in both: general merchandising and food.
  • Trust: to be the most trusted retailer.
  • Service: defining high standards of service to customers.
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The company will reinforce the Marks & Spencer brand which had become diluted by too many sub-brands and a lack of focus. The company has a wide range of age customers which is from 33 to 65. They sell 35% of the UK lingerie market, 25% of menswear and 50% of chilled ready meals. They will also create a new brand of products for younger customers.

Finance Management

The group made a turnover of £8bn on 2002. Their UK business contributes 90% turnover while their international franchises business are also increasing rapidly. The company has reduced ...

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