Marketing solutions via technology
A Marks and Spencer case study

Page 1: Introduction

When Michael Marks and Tom Spencer became partners in 1894, they could not have imagined what they were creating. Their energy, drive and enthusiasm laid the foundations for the development of a business, which has now become one of the UK’s leading retail chains with a unique market position. Millions of people shop in Marks & Spencer every day and to these millions, Marks & Spencer...
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Page 2: Suppliers

Marks & Spencer has been selling food for 70 years. The founding principle has been to sell food of outstanding quality offering good value for money. The range of merchandise includes: Fresh Produce Ambient (non-refrigerated merchandise/long-life dry goods) Cold Chain Frozen In total these amount to many thousands of lines. To support these lines there is a continuous and energetic...
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Page 3: Retail technology

Retail technology permits retailers to evaluate sales trends and match them to customer needs. Marks & Spencer remains at the forefront of retail technology. It utilises technology and management information across a wide spectrum of activities thereby responding to changing customer requirements. Each time a purchase is made, the Marks & Spencer electronic-point-of-sale (EPOS) till does a...
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Page 4: A time for change

It was generally recognised that the Food Stock Adjustment process did not meet Marks & Spencer efficiency objectives of providing all users with the information they required quickly enough. Food Stock Management (FSM) was developed to replace the FSA, through greater use of technology and eliminated the use of paper and manual recording procedures. FSM provides a system for the recording...
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Page 5: Food manager

The FSM workstation may be located in the Administration office adjoining the Food section or in the Administration Centre and is used by: Food Commercial Managers (for probing) General Staff via HHT (to record sell outs or action corrected stock counts) Administration Assistants (to access stock record information regarding sterling value of deliveries) Food Supervisors (to authorise...
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Page 6: Conclusion

Moving from Food Stock Adjustments to Food Stock Management was not achieved overnight. It was recognised that technology could significantly improve the process of stock adjustments, but development had to take place carefully and sensitively to ensure that the company would reap the required benefits.Food Stock Management is a good example illustrating how a process of change can deliver the...
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