38 - VHS, 'Quality & Value in Focus, Staff Report.'

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In Folder: 1 - Internal M&S VHS Videos

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38 - VHS, 'Quality & Value in Focus, Staff Report.'

Sir Richard Bloombury, CEO of M&S, narrates this video throughout. He starts by announcing at the annual AGM that the company rode the recession of 1991-2 and he promises continuing growth and investment of £300m both at home and abroad. His first area of focus is staff support. He maintains that staff cannot offer good service if they cannot provide the right product in size and colour that the customer wants. He calls this 'basic shop-keeping'. He stresses that quality, availability and price are paramount. Despite growth in the Far East, the USA and Europe, he sees the UK as the 'powerhouse' of the business still. The introduction of the 'Going to Town' roadshow, visiting fifty four towns across the UK, is an attempt to work with local councils to improve roads, parking and pedestrianisation so that town and city centre shopping can be as attractive as out-of-town destinations. Massive business, he points out, is still done in stores in major city centres. Europe: There are plans for 40-50 stores in the right locations. Sir Richard humorously expresses his preference for attractive European destinations over UK ones. Merchandise: The company is working with buying teams at suppliers to focus on the value and quality which are vital to M&S' success. One example from the food range is the success of the product 'rack of ribs'. Price is also important, as a recent line of men's polo shirts demonstrated. The item was experiencing slow sales but these doubled once a £2 reduction was introduced. Sir Richard stresses the need to be out and about in stores in order to see for himself how the business is working. He spends Friday afternoon and all day Saturday doing just that. He mentions once again that over 80% of products sold by M&S are made in the UK and 150,000 employees are involved in their manufacture. Every month the CEO and senior staff eat a meal together and share their reactions to new products. Sir Richard maintains again that price is not the priority, quality is - 'Quality led, not price led.' Security : 'Crime Concern' is an initiative co-sponsored by M&S. £21m is to be spent in the current year on security guards and CCTV. Armed robbers and violent criminals are a growing problem. Community : Sir Richard is also the President of the charity 'Cottage Homes' which provides homes for retired retail workers, as well as the heart charity 'Corda'. Service : Customers are always looking for quality and staff need training and knowledge in order to provide this. Sir Richard is very positive about the future, as the country emerges from the recession. Running Time:17min 22

Date: 1992

Reference Number: P10/1/38

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