Marks and Spencer 1998 Annual Report Download - page 8

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PRO FESSION AL SERVICE
Most of our store staff are trained by other staff on the sales
floor. This helps them to learn swiftly and effectively,
while building the team spirit so vital to delivering friendly,
attentive and informed service.
SPECIAL EXPERTISE
Specialist services need specialist training – and
Marks & Spencer staff are meeting the grade.
We are building armies of experts in areas such as home
furnishings and furniture, bra fitting and delicatessen. Such skills
reflect both the commitment of staff
and the diversity of what we offer.
Expansion brings M arks &
Spencer the challenges of managing
change and maintaining quality of
service across a workforce which
during the year grew from 68,200
to 71,300. We are well prepared.
Investment in training and
development has led to improved
performance by supervisors and
junior management. During the year
we took on 306 management
trainees. M oreover, our focus on
giving people wider roles spurs
motivation and helps the
organisation grow more smoothly.
More than 12,000 staff have
now gained a N ational Vocational
Qualification including 250
supervisors who have achieved level
3 equivalent to an ‘A’ level. We have
extended the scheme abroad to
Hong Kong. M ore sales assistants
are developing specialist skills in
areas such as jewellery, home
furnishings or bra fitting.
We encourage individuals to develop
their careers and to contribute to
discussion on work-related issues.
We are also extending the Investors
In People scheme to further areas of
the business.
Finally we aim to inspire the
Marks & Spencer staff of the
future. O ur new Working with
Education initiative is helping stores
nationwide to work practically with
local schoolchildren and students in
examining retail as a business – and
as a career.
MARKS & SPENCER PEOPLE