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Other Papers on :Marks and Spencer

Other Papers on :Innovation

C/OM/16. Continuous improvement at Marks and Spencer

(2005, 2000 words)

The paper undertakes the analysis of the continuous improvement process that takes place in M&S operations. The paper reviews the change drivers which triggered the change process and considers the benefits of its implementation for firms operations and the overall competitive strength. Among the benefits are: improved customer relations, increased operational efficiency and improved service quality. The paper also reviews change driving and restraining forces which might facilitate or hinder the successful implementation of the change process.



 
   
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