1 - Internal M&S VHS Videos

Peter Salsbury and Robert Colville leading the presentation. Robert Colville delivers a presentation on the figures for the year: Profits of £193 million, UK clothing sales down, Far east sales up 6%, Canada store closed and 6 store closures in Germany and France. New store in Glasgow and Manchester store to be rebuilt. Peter delivers a presentation on the future progress of the Company. He discusses competitive buying of clothing with relocations, restructuring the supply base and sourcing fabrics and components. In addition global logistics will capitalise buying scale, both within a 3 year period. This will provide more savings, a faster response, better value and quality for customers. He also discusses a redesign of the food supply chain. He emphasises setting new standards of service, modernising stores, tailoring ranges to local demands, investing in new channels of distribution and investing in customer relationships. Questions from the floor then follow. Running Time: 2hr 05min 17

Lord Rayner introduces a recently announced expansion programme. The film discusses extensions and satellite stores, and a store modernisation programme. Also covers edge of town, out of town, satellite stores, chargecard, and shop within a shop. Discussion of market shares and developments across M&S departments. Running Time: 12m 45s

In-depth Interview with Israel Sieff, mainly discussing the history of his business methods, working with M&S and his Jewish religion. Begins by discussing a war between Israel and Egypt (possibly the 1967 Six Day war) and Jewish people broadly. The interview then goes to Sieff's business methods. Sieff discusses his earliest memories of M&S including meeting Simon Marks and the history of M&S. Discusses Zionism and a Dr Chaim Weizmann. Discusses God and his relationship with Simon Marks. Discusses the government and its leadership/parties, the British Empire, and the concentration camps of WW2. Ends in a more general discussion of his interests such as his charity donations, wine and religion. Running Time: 3h 28m

Starts by explaining how easy credit cards are to use and their popularity for a variety of different uses, from petrol to holidays. 1 in 4 adults have them. Then the presenter goes on to introduce the M&S Charge Cards - 'It's a credit to you'. On trial in Scotland in June 1984 - in the first 6 months 29,000 cards issued throughout the UK. More control over the administration and to provide a better service to customers. Credit in store means customers can get what they want when they want. St Michael Financial Services Ltd have worked with North West Securities to create the card. The customer can choose their credit card limit and there is no charge for the card itself. The card can be used to purchase clothing, foods, homeware and gift vouchers and is exclusive to M&S customers. It then goes on to discuss the machine used to authorise the card - the PSION. It tests to see if the card is ok to use and shows up if the card has been stolen. The card itself has proven to be very popular. Running time: Duration 13 mins. (2 copies)

Gives background information about cervical cancer, the reasons for smear testing, and the risks of not testing. Explains eligibility for in-store and head office smear testing programme, the process of carrying out the smear test, and the results process. Encourages staff to take part in testing programme. Goes on to explain process for unusual test results. Produced for Marks and Spencer plc by New Media Productions Ltd. Filmed with M&S Harrow store. Running Time: 0:08:15

Kings Supermarket corporate mission statement. Audio only. Duration: 0:08:51

Catwalk student fashion show at Kingston Polytechnic, sponsored by industry partners. Some of the brands included in the show include Tootals, Mulberry for belts, Lilywhites for riding boots. There is an invited audience who are invited to see the student's sketches. A screen to the right hand side of catwalk shows the project or designer's name. 24 students are featured, most are presenting their final year collections. The students include: Jennifer Crowe, Vanessa Dawes, Siu Yat Cheung, Joanne Gough, Samantha Sestili, Sarah Puddock, Kate McConnell, Sarah Griffin, Shadi Lolaki, Elizabeth Rickard, Tamburlaine Gorst, Blair Johnson, Nicola Collings, Rath Sritavas, Wykidd Song, Gayle Smith, Angela Mitchell, and Lat Tsang. Running Time: 1 hour 1 min Video production by Deep Furrows, The projectors

Laban International Centre for Movement and Dance. Footage of dance classes, short interview with Dr Marian North about the centre. Discusses funding situation and projects run by the centre. Produced for M&S by the Simmons Consultancy with Illustra Films. Duration 0:13:30

Training film to share knowledge of season's key trends. It begins with women modelling outfits in various outdoor locations. Sara Stephenson (senior selector - ladies suits and jackets) then discusses customer expectations - knowledgeable advice required. Sales assistants are trained to answer customer questions on the garments they like. This is followed by a section on pinstripe suits and their materials, blouses in cotton and velvet and bootleg trousers. There is a section on synthetic, manmade and natural materials and what these terms mean. There is then a section on how clothes should fit on the customer - 4 trouser lengths this autumn, 3 different suit fits and skirts - how some styles should look on the customer. Finally, there is a section on outfits that can be worn for different occasions and can be dressed up or down. Running Time: 10m 44s

Presented by the Ladies Outerwear Sales and Marketing Team, this film consists of footage of models in casual settings as well as catwalk sections, featuring mix and match outfits of outerwear and co-ordinated separates. Casual wear included corduroy culottes, dresses, casual shorts and skirts, with chunky knitwear and jackets and coats. More formal wear included Autumn dresses suitable for the office to special occasions Running Time: 13mins 36s

Training film to share knowledge of season's key trends. Demand on flexible items for wardrobes. M&S meeting the demand with co-ordinating separates. Common colour and styling emphasis. Formal or causal departments will be subdivided. Formal fabric wise and casual to leisurewear and casualwear. Store layout to be changed; knitwear a large department and formal and causal section cross over and dresses at the front. More photographs, direction ticketing, mannequins and equipment to be used to show co-ordinated outfits in the different areas. Sales assistants to help with any questions, offer advice on the new layout and styles. Sections on the different questions customers might ask. Running Time: 10min 17s (2 copies)

Brief video outlining the fashion show. Narrator presents the Autumn 1985 fashion show. Female models are dressed in formal cold weather clothing. Next women are dressed in tartan skirts and woollen jumpers in the casualwear segment. Then women are wearing bright and pastel knitwear. Thick coats are modelled next. The narrator summarises the new merchandise. Running Time: 5m

Internal training video on effectively planning stores' layout by applying model store layouts. Importance of getting equipment layout right, planning shown with models. Covers use of space, equipment, lighting, displays and selling stock working together. Devised by Alan Wilkes for Marks & Spencer Duration 0:09:30

Tights, stockings and socks; Textures; How tights and stockings are made; Differences between the styles. Duration: 17mins 57secs

Lord Sieff is interviewed by Ann Davis Lord Sieff is asked how much influence the housewife has over what the farmer produces. His simple answer is 'Not enough'. He believes that the farmer is not listening to what the customer wants. He does, however, criticise the retailer for not doing enough and stresses that they should be the 'number one link'. He is then asked how EEC agricultural rules are affecting farmers, who are caught up in the over-production of certain products for financial recompense. He confirms this by citing food mountains and wine lakes as the consequence of the Common Agricultural Policy. The interviewer goes on to consider changing tastes in food consumption, with more high-fibre and less fat becoming fashionable. Lord Sieff's response is that although the sale of dairy products is down, there is still a demand for high-fat food of good quality. He also points out that the British are developing changing tastes for other foods through travel, quoting chicken Kiev and moussaka as examples, alongside the traditional beef dumplings. Asked whether the continent is asking for more British foods, he replies that they are keen on high quality ones such as bread. He recalls a customer in the company's Paris store wanting sliced wholemeal loaves because 'the quality is so good'. The interviewer wonders how quality in foods is maintained. Lord Sieff refers to the example of 'Cold Chain' controls, whereby the sequence: farmer > distributor > store > customer ensures a controlled temperature of food is maintained throughout the process. He stresses that co-operation, not isolation, is the key to success. The interview is followed by footage of quality checking strawberries, footage of packaging for Moussaka, Chicken Kiev and Beef Stew and Dumplings, and by footage of cooking in an M&S kitchen. Running time: 14min 11s

Produced for the Training and Development Department of M&S by WSTV The video is presented by Michael Aspel and looks at the process of Cold Chain from produce leaving the supplier to arriving on the shelf in stores, whilst maintaining a chilled temperature throughout. Features recipe dish products like curries, Chinese dishes, duckling a l'orange, chicken chasseaur, and cauliflower cheese. The video involves a series of questions for its audience to answer in the form of multiple choice on sheets provided. Cold Chain is a rapidly expanding aspect of M&S food, with over half of its total food takings, mainly through 'recipe dishes'. A significant new development is the maintaining of lower temperatures for chilled displays to extend shelf life. It is important that this low temperature is never broken at any point. Cold Chain slows down the growth of bacteria, which starts immediately the chain is broken. Suppliers check the temperature of food regularly before it is loaded for transport. The temperature is maintained via refrigerated vehicles and is checked again on arrival at the distributor. It must be below 5°C and is then stored in the cold room at 1°C. On arrival at the store after transport from the distributor, the temperature is checked again and if there is not enough space in the cold room for the full delivery, certain items can be left at 'ambient' temperature until space is available. To avoid a surplus of produce, shelves should be stocked the previous afternoon so that the next day's requirements can be determined. Temperature checks should be made regularly in stores throughout the day, with Cold Chain produce always given priority and staff re-deployed accordingly. Other items like bread and cakes can wait. If a member of staff is called to a till at a busy time, any as yet unplaced Cold Chain stock should be reported to the supervisor and returned to the cold room until the member of staff returns. All shelves should be fully stocked from late afternoon to closing time in readiness for the following day. Fridge and cold room temperatures should always be checked before closing, so that the correct temperature can be maintained overnight. Training, Duration 15 mins, 7 secs (2 copies)

Training video on giving presentations, using Alice in Wonderland as a reference. Running Time: 25m

Video to encourage people to work at M&S. Video begins with music and an actor receiving post. Voiceover describes post as job brochures, then the actor watches a video he received in the post from M&S. The video shows M&S figures and then the processes of how a product was made and displayed. The store manager's role is then shown, with store manager Barry Tanswell being interviewed. The voiceover shows the store hierarchy and then shows an example of a food departmental manager with manager Noel Thomas being interviewed. The voiceover then discusses staff training with an interview with staff manager Julie Curtis. Office manager Jane Fairley then describes her role. The voiceover then shows the delivery processes, with an interview with warehouse manager Keith Hewes. Product selecting processes are then shown with an interview with Linda Shephard. Merchandising roles are then shown with merchandise manager Chris Statham being interviewed. The voiceover then briefly goes back over the staff hierarchy, different departments and new developments. Running Time: 26m

Includes both the titles 'Be Free' and ‘Marks and Spencer: Process or People?’. Training video reminding staff to interact with customers instead of following strict processes. Includes footage of commuters, customers and colleagues. Stylised video with no narration, using 'Loaded' by Primal Scream as the soundtrack. Includes a spoof document called ’Gospel According to St Marks’. Ends with the message: ‘Be free to question, to change, to spend time with customers’. Produced by The Edge Picture Company Duration 0:06:04 3 copies

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In-depth analysis of the cataloguing policy across the clothing division of M&S. Discusses the changing size and shape of clothing stores/departments, and factors feeding into cataloguing of difference product areas like space data, sales and local needs. Case study from Telford store. Buying Framework across store groupings, looking at availability and breadth of ranges Discusses changes to buying following store modernisation programme. Outlines Spring 88 buying policies including tiered catalogue, value, narrow and deep buying , newness in depth. Describes key products and the importance of short skirts and long jackets, men’s double-breasted suits, Garland lingerie, childrenswear. Outlines relationships with suppliers. New suppliers such as Genetic knitwear (specialising in computer design) and Donovan and Hansen. Analysis of Top Ten suppliers, footage from suppliers including Dewhirst. Importance of systems and computers. Use of computers in merchandising, and across M&S – mentions buying department information system and access to online enquiries. New POS systems compared to checking lists enabling quicker reactions. End of Kimball tags and checking lists. Tradanet communications link with suppliers. Imminent introduction of Multi User Warehouse System (brief footage of warehouse and lorry). Discusses better quality information for buying. Importance of selling and marketing to help customers make right choice. Outlines longstanding key M&S selling policies. Analysis of changing sales floor footage and competition on the high street. Communication to customers, better service. Improved layout and signage. Display equipment including models [mannequins), types of hangers. Introducing of individual price tickets. Analysis of cross purchasing across food and clothing. Advertising and PR. Development of ‘Suit Shops’, and Teen sections. Importance of staff attitude to selling. Duration: 0:21:51

Educating M&S colleagues on pensions. Includes footage of pensions department, value of pension fund. Presented in the style of a gameshow, summarising pension-related benefits for M&S staff. Compares M&S company pension to personal pensions and State Earnings Related Pension Scheme (SERPS). Running Time 0:13:46

M&S TV programme 3: Internal news and views in short segments from across M&S internationally. Presenter introduces the show before beginning with an archive film praising M&S clothing, then shows new range and fashion magazine journalists discussing new range. Customer care stories: Paris bra measuring service; Marble Arch customer initiatives, new sales advisors; Barrow M&S trip for elderly coach trips. Cake segment: Selector interview and processes for selecting new cake designs, clip of woman dressed as Barbie showing off new Barbie cakes; sales assistant taking tour of cake factory in Wales. International stores: managers from other countries training in UK Shoreham store. Europe store openings: Barcelona, Madrid, Marseilles. Staff profile: Faye Hunt baton-twirling world championships and teaching children. Country profile of France: new store in Normandy, different products to UK, French suppliers. Clips sent in by M&S staff: staff dressing up to fundraise in Netherlands, 60 years of Pontefract store, Kent dressing up to promote store, Brooks Brothers support local art exhibitions, France fundraising and charitable donations. Clips of competition winner Helen Smith in Hong Kong and next winner Catherine O'Brian being told they have won New York stay. Ends with competition question to M&S TV viewers. Running Time: 17m

VHS, 'Marks & Spencer Television 4' M&S TV programme 4: Internal news and views in short segments from across M&S internationally. Presenter introduces the show before beginning with segment on telephone orders. Segment on M&S flower supplier and delivery service Flower Plus. Store developments: new Singapore franchise store, pop-up sandwich stores, Princess Anne giving prize for sheepshearing contest. Staff member shows behind-the-scenes of AGM. Manager of new Milton Keynes store is also a gymnast competing in Commonwealth games. Clip of Hazard Alley safety centre. Clips sent in by M&S staff: staff take part in costume drama at Stratford-Upon-Avon to celebrate 10 years of running children's holidays, Lowestoft store collects clothing for Croatian refugees, Barnstaple store celebrates 60th birthday. Secret shoppers assessing service levels. Employee Andrew Allerton on British-American Alaskan expedition, sponsored by M&S, he also asks M&S TV viewers a competition question. Competition winner Jeannine Burton is told she has won holiday to France. Clips of previous winner Catherine O'Brian on trip to New York. Running Time: 17m

M&S TV programme 5: Internal news and views in short segments from across M&S internationally. Presenter introduces the show before beginning with cosmetics selector showing new cosmetics range, how cosmetics are made, and photoshoot with makeup artist Charlie Green. Segment on 20 years of M&S in Europe centring on Boulevard Haussmann store, what sells in Europe, archive film is shown of women trying on clothing on shop floors. Community work: Moorfield Special Needs school and Garth prison both doing secondment work with M&S. Archive images are shown and footage of last penny bazaar in Newcastle's Grainger Market that was still open. Footage of Newcastle development plans. Segment on franchise stores in Athens, Greece. M&S TV French competition winner is given camera as prize. Humorous Plymouth manual handling video is shown. Running Time: 17m

M&S TV programme 6: Internal news and views in short segments from across M&S internationally. Presenter introduces the show as a special with first European council meeting ran by deputy chairman Keith Oates. Various international employees are interviewed. Segments are based on discussions from the meeting. Segment on further expansion into Europe, clip of Simon Webster of the estates department discussing possible development in Hamburg. Segment on food development of European patisserie food in UK stores. Running Time: 13m

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Training film to share knowledge of season's key trends. Men's leisurewear, Autumn 1994. Looking at how the merchandise fits together, focusing on layout and display. Wanting three different sections - woven, knitted, layering. Designed to be viewed during a meeting, with reference to the notes you'll be given at the end. Group themes for visual merchandising displays, and the use of 'dressables'. (Criticism that people don't know what we're displaying - need more directional displays) Focuses on the trend of layering up clothing. Focusing in on a new approach to sportswear - coordinated displays. Highlight them throughout the season. Coordinate colours. Gives an example of an island for selling sweatshirts; a T shape formation. Keep them mixed against the wall or on islands of separate joggers and sweatshirts. With thanks to the staff at the Pantheon store. Running Time: 6min 25s

Various clips around M&S with no voiceover or music. Begins by showing clips of store exteriors/high street. Next clips are of customer shopping in stores, displaying various food products. The flower department is shown, then customers shopping and trying on various clothing products. Video then shows the financial services department and offices. Next food products are shown being grown, selected and tested. Clips of textile department working. Sir Richard Greenbury is shown suits in a store. Archival images are shown. M&S Paris stores are shown including customers shopping and various products. US Brooks Brothers and Kings Supermarket stores are shown. Customers are seen shopping in Asian M&S stores. Running Time: 21m

Training film to share knowledge of season's key trends. The film begins with Menswear including suits (focusing on the shirts, collars, ties and shoes) and casual wear, comprising jeans, jackets, coats, jumpers, shoes, cardigans. This is followed by Leisurewear for autumn, including tracksuits, rugby shirt and sweatshirts and St Michael trainers. Homeware includes adult and children's books, stationery and photo frames and photo albums. All stores are to have giftwrap, tags and wicker plant holders and porcelain tea sets Ceramics and toiletries will include lotions and make-up/skincare range. Womenswear begins with Lingerie, including waist slips, bras, laced wire sets and slippers, lace trim slips, thermal underwear sets and dressing gowns (in different styles with matching nightdresses). Ladies outerwear includes Autumn looks in flannel, wool and tartan. There are suede jackets, Arran styles, wool trousers and cotton blouses - focusing on looks made from natural fibres, like corduroy and leather shoes. Leisure wear includes matching sets. Daywear comprises tailored skirts, spotted dresses, checked skirt, jumpers, woven dresses, blouses - showing different price ranges. Finally, the 'After six' range included evening trousers and dresses; interchanging outfits for a number of looks. Running Time: 25min 2 copies

The video itself is labelled wrongly as 'Merchandise Highlights, Autumn 1981' - the footage is of 'Merchandise Highlights, Spring 1982'. There is 2mins 52secs of blank footage before the film begins. This training film shares knowledge of the season's key trends. The major theme was colour, garment and fabric co-ordination with softer and prettier styling and growth of casual wear. There was also a focus on improved cataloguing and stock utilisation. In children's wear - the emphasis was on feminine looks for girls and masculine looks for boys. Also includes tracksuits and joggers for both boys and girls. Babywear includes high quality fabrics in co-ordinated colours. In menswear there was emphasis on uniform colour pattern and formal casual wear. Ladieswear included cotton wear mixes and denim fabric, with use of different departments and coloured denim as a growth area. Also included beachwear and accessories. The film also includes wheeled luggage. Running Time: 22mins.

The video itself is labelled wrongly as 'Merchandise Highlights, Autumn 1981' - the footage is of 'Merchandise Highlights, Spring 1982'. There is 2mins 52secs of blank footage before thew film begins. This training film shares knowledge of the season's key trends. The major theme was colour, garment and fabric co-ordination with softer and prettier styling and growth of casual wear. There was also a focus on improved cataloguing and stock utilisation. In children's wear - the emphasis was on feminine looks for girls and masculine looks for boys. Also includes tracksuits and joggers for both boys and girls. Babywear includes high quality fabrics in co-ordinated colours. In menswear there was emphasis on uniform colour pattern and formal casual wear. Ladieswear included cotton wear mixes and denim fabric, with use of different departments and coloured denim as a growth area. Also included beachwear and accessories. The film also includes wheeled luggage. Running Time: 22mins. 2 copies

Opens with footage of penny bazaar stall and commentary on M&S history. Footage of stores opening in 1967. Then focuses on new store in Belfast, with footage of sales floor and commentary on modern shopping facilities. Refers to clothing manufactured by Northern Irish suppliers. Describes products available in food section. Followed by interviews with customers on opening day and footage of shopfloor on opening day. Black and white film, with sound. Produced by Saward Baker for Marks & Spencer. Duration: 0:05:06 2 copies

Video produced by Homeware Sales Management to educate staff on Mother's day products. They are informed this video will accompany a gift pack with further information on layout. The video mentions that mother's day will draw the following departments together: T20 Toiletries, T22 Cosmetics and Skincare, T23 Ceramics, T27 Stationary and Framed prints and T21 Books. These are to be displayed alongside the Horticultural section on the main sales floor. The video shows the various products including the retail prices accompanied by a voice over and symphonic background music. Running Time: 10m 40s

CBI Conference at Eastbourne in 1982. Mr Salisse outlines the setting up of Enterprise Agencies to help and encourage small businesses. He stresses that it is not so much financial support as practical advice and help that is being offered. 13,000 individuals responded and 300 new small businesses were set up as a result, creating 4000 jobs. M&S was also at the forefront of buying British goods, with over 90% of their merchandise made in the UK and sold here and abroad, creating 10,000 new jobs. At the Glasgow conference in 1993 the big talking point is unemployment. Mr Salisse announces that there are now 125 Enterprise Agencies which created 20,000 jobs in the previous year. He stresses the need to support British industry. BBC television interview with Anna Ford Concerning the topic of 'Buying British', Ms Ford asks : 'Suppose we prefer foreign goods?', to which Mr Salisse replies that choice should be made on quality not 'loyal sentiment'. It's acknowledged that this conflicts with new EEC rules. BBC news item read by Richard Whitmore on a conference entitled 'Britain's Future - Free Enterprise and Free Trade'. This co-incides with a new initiative by M&S: 'Buying British Goods Means Supporting British Jobs. 'Mr Salisse says that 170,000 people are employed by M&S in this country. He points out that although 50% of men's shirts sold in the UK are from overseas, 99% of the shirts that M&S sells are made here and that 20% of all clothing sold in this country is made by M&S. He goes on to explain how new technology is proving a great asset in the clothing sector. Running Time: 18min 18secs.

The New Millennium Experience and Marks & Spencer. Launch of the Children’s Promise. Broadcast Library Tape. Contains clips of food and clothing shop floor and sales and transactions at tills, and an M&S lorry. Also contains logos of several charities involved in the Children’s Promise. No commentary. Duration 0:03:03

The film was produced by the Training department. It starts with a slideshow of historical development and how change and technology affects aspects of lives. It goes on to describe forthcoming technologies and their projected effects; how to improve service to customers and how it fits in with staff roles - including current systems and plans to be rolled out. These will include POS tills to aid stock management and time efficiency. These will replace Kimball tags, and reduce paper work. They can print itemised receipts and deal with charge card vouchers and checks. Computers will aid supply and distribution: the General Multi-User Warehouse (MUWS) system to go live at Hayes in February 1988. This will replace the Cambridge system. Food changes will include a trial of POS system later in the year, change in food ordering systems. New Foods Multi-User Warehouse System in distribution centre will help stock rotation, maximises efficiency. Credit services will be offered in some stores, application for M&S charge card for immediate use will be possible. Changes to store offices, with computers linked to POS systems. The MUWS system will help make office more efficient. There will be computerisation of some personnel management and links to Head office. Uses staff from Oxford and Milton Keynes stores. Produced by Martin L Bell, T.V Production Running Time: 14 min 21 secs

Educational short film produced for Marks and Spencer by The Simmons Consultancy. The premise is to raise awareness of theft in Marks and Spencer stores and highlight the procedures for staff to follow. The film is set out as an interview situation where various people of different ages who have committed theft are interviewed and tell the viewer how and why they have been able to steal from Marks and Spencer stores. Running Time: 0:16:04 mins. (2 copies)

Recruiting for management careers at Marks and Spencer. Voiceover with graphics intercut with shop floor and offices. The film features Mike Staniland, Shireen Ahmad, Olwyn Bradley who were involved in different management schemes. The scheme is described further: Managers start in store, where the importance of managers knowing staff and working as one commercial team is made clear. The film then considers how different managers relate and work to each other - they must be commercially minded. I then features Jane Clubb, Bill Shakespeare, and Stephen Bocsardy, marketing and sourcing and Head office staff. Goes on to say that most managers develop in store. The film ends with criteria for becoming a manager. Made by Ellis & Barton Productions Ltd. Running Time: 22 Mins 10 Secs

Thames TV Business Studies Schools TV: Paris & Madrid Expansion into Europe Opens with footage of the opening celebration of an M&S store in Villiers-en-Biere, France. Including the Mayor speaking on the importance of having an M&S store [in French, partly sub-titled]. Features a Retail analyst speaking about M&S European expansion and Jim McAllister on the significance of the location at Villiers-en-Biere. Discusses M&S’ first store in Paris on Boulevard Haussman, its successes and failures, and lessons learnt. Discusses success of M&S food departments in Paris. Includes interviews with French customers (subtitled) on their views. There is a small section of interference at 12:04-12:08. Second part of the film focuses on M&S stores in Spain. Discusses history of Spain, and opportunities offered to M&S by joint venture with Cortefiel. Includes clip of Spanish M&S TV advertisement and interview with account director of Bassat, Oglivy and Mather. Also discusses the location of Madrid store, the affluent customer profile and the importance of fitting rooms for European stores. Duration: 0:20:38

Introduction to M&S pension scheme, FAQs with answers from Chairman Sir Richard Greenbury, Chairman of the Board of Trustees of the pension scheme Clinton Silver and group pension's manager John Peachy[?]. Duration 12 mins, 25 secs

Talking about business results. What went wrong in six months; Reorganisation; Streamlining of management; Job losses; Moving in the right direction; What's made the Company such a great one; Quality, value and service; Achieving success. Duration: 9mins 40sec

Starts with telephone voices until 1min 30secs using real calls received by the company. The video goes on to say that 11% of phone calls to head office were engaged and 15% received no reply, leading to 6500 unsuccessful calls a day. This destroys good will, the company name and can lead to loss of business. The film goes on to demonstrate diverting calls using the telephone. This is part of a Quality Services initiative across every department - guide book was developed. Emphasis on on how to act on the phone, including proper introduction of yourself and department and politeness when speaking to customers. Running Time: 10m 43s

Training video which was originally accompanied by physical training resources. Part 1 – briefing for trainers – planning the training sessions, running the sessions Part 2 – training film for all staff – covering changes to enhance customer service like the acceptance of Diner’s Club cards, improvements to prevent fraudulent transactions (M&S one of first to use new CVV code), new cardholder not present function for phone payments, and new GSM options. Filmed with the help of Bluewater store. Produced for M&S Business Systems and IT Training by KnowledgePool and The Edgeworks. Duration 0:23:55