Marks and Spencer 2015 Annual Report Download - page 9

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OUR BUSINESS
OUR PERFORMANCE
GOVERNANCE
FINANCIAL STATEMENTS
07
ANNUAL REPORT AND FINANCIAL STATEMENTS 2015
THE M&S DIFFERENCE
OUR RESOURCES & RELATIONSHIPS
REACHING OUR CUSTOMERS
Our range of selling channels enables our
customers to shop with us in the way which
is most convenient for them. M&S.com
o ers our full range in a stylish, editorial-led
format that aims to inspire and excite our
customers. We have a strong presence on
the UK high street and in retail parks with
a combination of l arger full line stores and
smaller stores, all supported by our Shop
Your Way service that delivers our products
wherever and whenever our customers want
them. Our expanding Simply Food format
means we are well positioned to respond to
changing consumer shopping habits. We
have a strong presence in key convenience
locations, including city centres, hospitals
and travel hubs, such as petrol stations, train
stations and airports.
BUILDING STRONG
RELATIONSHIPS
We are committed to building and maintaining
collaborative, sustainable relationships
throughout our supply chain and in the
communities where we operate. We encourage
and support our suppliers to apply the same
rigorous standards against which we measure
ourselves. M&S has over 3,000 product, raw
material and service suppliers with current
social compliance assessments covering
many aspects of human rights listed on
the Supplier Ethical Data Exchange. We are
longstanding members of the Ethical
Trading Initiative and Global Social Compliance
Programme. Our Global Sourcing Principles
cover what we expect and require of our
suppliers – we updated them this year to
incorporate the UN’s Guiding Principles
on Business and Human Rights.
MARKETING & SERVING
OUR CUSTOMERS
For the fi rst time, we have brought food and
fashion together under one brand identity
– Only M&S. This unifi ed brand provides the
ideal platform from which to share the many
stories that make our products unique. It also
clearly communicates what M&S stands for
through a unifi ed campaign. The refreshed
brand delivers a simpler, more contemporary
look and, importantly, ‘Est. 1884’ celebrates
our 131-year history, refl ecting the value
our customers place on our heritage.
We have always prided ourselves on our
commitment to customer service – it is a key
part of our heritage. Every product is built
around our customer. Our employees, trained
to the highest standard, are united in their
dedication to giving our customers the
best shopping experience.
HUMAN
Developing people and their knowledge
SOCIAL & RELATIONSHIP
Building and nurturing relationships with
our customers and suppliers, and in the
communities in which we operate
NATURAL
Sourcing responsibly and
using natural resources e ciently
OUR BUSINESS MODEL
FIND OUT MORE
Read more on KPIs on p14-15
Read more on Risk on p23-25
Read about Our Plan on p09-13
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INSPIRATION
Aim to excite and
inspire our customers
INTEGRITY
Strive to do
the right thing
ENHANCING
LIVES
EVERY DAY
CORE
PURPOSE
PLAN A
PLAN A
INNOVATION
Aim to improve
things for the
better
INTOUCH
Listen actively
and act
thoughtfully