January 2007
People Management;1/11/2007, Vol. 13 Issue 1, p26
This article discusses the strategies used by the human resource department of Marks and Spencer to improve job performance of its employees in Great Britain. The retailer had allowed pay rates for new staff to slip down to just above the minimum wage, morale was poor and service was variable. To address the problem, the major investment was made in staff to improve customer service. The first step was to address pay. The move was designed to give staff better career progression opportunities.


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