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BBC business correspondent Emma Simpson reported that one of Marks & Spencer’s largest suppliers has been forced to revert to using pen and paper for orders due to the ongoing disruptions caused by a cyber attack on the retailer. Greencore, the supplier of sandwiches, rolls, and wraps, has increased its deliveries by 20% to ensure there is an ample supply of food for the upcoming bank holiday weekend. With M&S unable to fulfill online orders for clothing and homewares for over a week, some stores have experienced empty shelves as food deliveries have also been impacted.
Offering a glimpse into the operational challenges faced by M&S behind the scenes, Greencore’s chief executive Dalton Philips explained, “In the absence of having all the systems speaking to each other, you revert to how it was 25 years ago.” This retro approach has led to a reliance on “pen and paper” for order processing. In addition to employing manual methods, Greencore has implemented additional shifts in its dedicated M&S facility in Northampton, increased the number of lorries on the road, and boosted food supplies to stores beyond the levels seen during Christmas.
An employee, identified as George from an M&S store in Wales, expressed the nightmarish situation they are facing as a result of the cyber attack. Changes in instructions and uncertainty regarding pay distribution have added to the chaos experienced by staff. Jeannette Pellen, a retired M&S customer assistant, highlighted the challenges faced by employees in accessing essential information such as clocking in and out of work and receiving updates from managers or HR.
Former Morrisons chief executive Dalton Philips empathized with M&S leaders, noting the relentless nature of their work in these trying times. He commended the composure and dedication of the M&S team amidst the crisis. Despite the challenges, Greencore has extended support by deploying staff to key M&S locations in London to provide assistance. As M&S continues to navigate the impact of the cyber attack on its systems, industry experts emphasize the importance of maintaining customer satisfaction and operational efficiency through prioritizing key product lines and leveraging historical data and supplier insights. Phil O’Connell, a veteran within the food industry, stressed the critical need for M&S to address the disruption promptly to safeguard its brand reputation and customer loyalty
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