Interview: These is when Mark and Spencer Human Resource Manager Recruit people into the business and ask some question about their past experience in an organisation such as ‘what role do you play as an employee to your employer in your last company’. The purpose of an interview in Mark and Spencer is to get a good look at the person and this is a good chance for the interviewer to ask questions about the skills of the person and also to see if the person could fit with other employees.
Customer feedback
Mark and Spencer use this type of information to communicate to their customers by getting feedback from them regarding the service provided to them by their staff members. The purpose of this information is to help the organisation to judge their performance with customers and this type of information is originated from the customer service department and they are the one that get customers opinion on how to improve their service.
Written information
Written communication is a type of interaction that let people have the ability to express their feeling.
Written information is very important in an organisation like Mark and Spencer, because in this way they could be able to send out information to their customers by poster, leaflet and emails. Mark and Spencer would be able to give out information about their company, their opening hours, their special offers and the kind of services they provide within the organisation. Without written information Mark and Spencer could not have reach their present state in economic, social and technological development. An example of written information is:
Special offers
This is a formal marketing which the marketing department put an offer on customer deal when they purchase a quality product from them. Special offer are good because it attract more customers to the business. The purpose of this information is to appreciate their customer from buying from them and by doing this, they are persuading them to shop with them again.
Letter of complaint/compliment
This is another form of written information as customer can write to Mark and Spencer about any complaint they have regarding the service they receive from their staff on their last visit and this also can be use to praise the organisation for the good quality of service they have at their store. The purpose of this information is to build up their service and try to amend any mistake done at the past. For compliment this will encourage the organisation to continuous to improve their service. This type of information is originated from the customer service department.
Mission statement
Every organisation has their one individual mission statement like Mark and Spencer as they use these to set their aim higher. Mark and Spencer mission statement is to sell high quality food to customers that are in need of getting feed, food shop.
Web-based information
Web-based is an information system that used internet technology to delivery information, product s and service to people round the word.
Web-based information is a good benefit for a company like Mark and Spencer as they can upload information about the company on the computer and it is an easy access for people to receive and these promote businesses in a huge way and these is an advantage for many peoples as they can receive and reads whenever it is convenient for them and look out for information about their latest release of goods, jobs vacancies and their sales promotion. It is an easy access for customers to purchase products online. This promotes the business when customers are responding to their special offers, job vacancies and sales. The purpose of this information is to advertise their product and also to attract customer to studies their product and it also an additional way to purchase goods online. An example of web-based information is:
Sales
This is a form of information send to the customers in an internal way, for them to know they could purchase their goods online.
On-screen information
This is a kind of information receive on TV and CD-ROMs, which combines text and graphics. This is when an advertisement from Mark and Spencer is shown on TV to persuade viewer to buy their product and also to eye catch the audience to purchase their product in different ranges such as: clothing, kids wears, men and ladies suits and foods product. This is to give customers focus of mind towards their product and services. The purpose of this information is to promote the business and their products and this information is originated from Advertising agency.
Multimedia information
Multi media information is very important in an organisation like Mark and Spencer because their customer could be able to research information about their recent release and sales which includes text and graphic. The purpose of this information is to eye catch the audience to read about their company sales and thing related to them and these kinds of information originate from the IT department.
Conclusion
Information is the key point to all businesses success because if a business does not adapt or develop quickly then they will find themselves left behind by the competitor so they need to be informed about their daily activities within the organisation for them to make decision on how to project in each departments of the organisation.
In this evaluation I will be making judgement on two set of information that Mark and Spencer use to make a strategic decision, my first information will be customer feedback.
Customers feedback is a good form of receiving complain/ compliment about the way the customer have been treated and they enable company to gain important insight about customers' needs and requirements and as well as getting feedback about the company product and services, judging by this the store manager will be able to have the knowledge on how to improve the service given to customers and they could know how they are performing for them to make a decision of the development for their company. It also good to receive feedback on their service because it helps to analyse the business structure, in a form of improving the way the operate within the organisation and their service to customers. The disadvantage of receiving feedback from customer is that it can sometimes be too logical and disciplined to capture the humane instinct and traits of consumers.
