Marks and Spencer 2015 Annual Report Download - page 8

Download and view the complete annual report

Please find page 8 of the 2015 Marks and Spencer annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 132

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132

06
MARKS AND SPENCER GROUP PLC
STRATEGIC REPORT
OUR RESOURCES & RELATIONSHIPS
We create long-term value through the
e ective use of our resources and relationships.
We manage these in line with our core values of
Inspiration, Innovation, Integrity and In Touch.
These values infl uence how we behave and they
run through everything we do – they make the
M&S di erence: enhancing lives every day
through the products and services we o er
our customers in the UK and internationally.
PRESERVING OUR
TRUSTED BRAND
Our own brand model sits at the very heart
of the M&S di erence. Our unique products
set us apart and our innovative culture
means we are always improving them for the
better. By providing high-quality products
alongside an industry leading approach
to provenance, ethics and environmental
standards, we have built a brand that our
customers trust – this is our competitive
advantage. M&S occupies a very special
place in Britain and we work hard to protect
that position by always acting with the
integrity our customers have come to
know and expect.
STRATEGY & FINANCIAL
PLANNING
A well run business relies on robust
fi nancial management and planning.
We are committed to creating value for
shareholders by making M&S a more
profi table business through improved
gross margin and strong cash generation,
driven by rigorous control of costs and
capex. In line with our strategy to build an
infrastructure fi t to support the future
growth of the business, we continue to
invest in our supply chain and technology.
We fund future growth through existing
cash fl ows, a policy which supports our
commitment to maintaining an investment
grade rating.
LISTEN & UNDERSTAND
Understanding our customers informs
everything we do. Our Customer Insight
Unit (CIU) listens and talks to around 60,000
customers a month, analysing the results
to build a comprehensive understanding
of what our customers want and how this
is changing. We also engage with over
2.6million customers every day via our
social media channels, giving a constant
fl ow of information about how they are
feeling about M&S and our products. By
keeping closely in touch with our customers,
we can ensure that we stay relevant and
continue to o er the products and services
they want to see at M&S.
MANUFACTURED
Maintaining our channels and
supply chain infrastructure to meet
customer demand
INTELLECTUAL
Strengthening our brand through
creation and protection of our
intellectual properties
FINANCIAL
Generating returns for our
stakeholders through e ective
management of our fi nancial
resources
OUR BUSINESS MODEL
OUR BUSINESS
CREATING
SUSTAINABLE VALUE