... and trust. When organizations develop a new business strategy, this creates a process of change, and change can lead to various ways of working. Marks and Spencer developed a promotional campaign which emphasized "you're M&S"; this promotional campaign helped the company to connect its customers with the heritage of the business, which basically means, to connect customers with the long standing tradition of the business, which is to offer customers top quality products and services. The objectives that Marks and Spencer set themselves to handle the change are as follows; 1. develop products that customers want 2. invest in the environment within stores 3. provide good customer service to look after customers The changes that have been made within Marks and Spencer have created a business that now has a flatter organization structure, and in a flatter organization structure many employees have bigger job roles. Once employee numbers grow, flat structures become ...

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