This is not just HR ... (Marks & Spencer)

Citation

Warren, C. (2007), "This is not just HR ... (Marks & Spencer)", Human Resource Management International Digest, Vol. 15 No. 4. https://doi.org/10.1108/hrmid.2007.04415dad.007

This is not just HR ... (Marks & Spencer)

This is not just HR … (Marks & Spencer)

Warren C. People Management (UK), 11 January 2007, Vol. 13 No. 1, p. 26 (4 pages)

Purpose – describes how the approach to human resource management has changed at Marks & Spencer, the UK retailer, since 2003, and how this has supported the company to turn around its business. Design/methodology/approach – quotes from Anthony Thompson, retail director, Keith Cameron, HR director and Jacqui Humphries, head of retail HR, about the problems that the store faced in 2003. Sets out the changes that have been made to the store’s pay structure for customer assistants, their training and performance management. Discusses how this has improved employee morale and customer service. Indicates the changes being made to management development. Findings – reports that there have been significant improvements in staff attitudes and product knowledge. Originality/value – profiles the changes that Marks & Spencer has made to its human resource management practices.ViewpointReference 36AE248

Keywords: Customer service, Human resource management, Pay structures, Retail trade, Training