for everyone at the Sdihsbury Group • for everyone at the Salnsbury Group • for everyone at S/^/^rTy5'?'/5'

i Hl^^^... contents • It " 1 it's got to be perfect 14-15 • • * ^ i#' • 1 %atures why perfect day two was just repayment of cash to 11 the ticket j^:^ shareholders checkouts 16-17 how the sale of Shaw's will affect are doing it for colleagues at Sainsbury's themselves football's coming home 12-13 self-checkouts are forward Portugal 2004 is about to kick transforming off - and Sainsbury's is part of the basket shopping action reaulars By Jean-Paul Barat, director of product news quality and development products letters Welcome to the June issue of the journal. As Euro 2004 kicks off, you can feel the competitions excitement throughout the business as Sainsbury's down your way 22-23 proudly assumes the mantle of the official England supermarket. And there's much to be excited about! Not only are we offering terrific, exclusive merchandise, such as the official England medal collection, but we've got a fantastic range of products which will give colleagues an excellent opportunity to really drive sales during the championship. Look out for the Gingerbread England shield, England Bread Rolls and the Football Celebration Cake, which is coming out especially for Father's Day on 20 June. There will also be loads of great offers on beer throughout the event. So, apart from coming to our stores to stock up on essential footie food, customers need never leave theirarmchairs! But Euro 2004 doesn't have a monopoly on our fantastic offers. We've put a lot of investment into developing our guality at all levels - none more so than in our Tasfe the Difference and Italian ranges. By the end of October, we will have 350 new or improved guality Tasfe the Difference products - a ^iK>urnal major achievement. This is already happening in- store, so be sure to let your customers know about it! Meanwhile, our new range of Italian is going inquiries down a storm. By the end of July, we'll have 30 new for general Sainsbury's inquiries call: 020 7695 6000 lines in-store and 25 lines will have been improved in veterans' inquiries call: 020 7695 7190 quality. Fresh pasta will be completely new, and we'll have repackaged all the pasta and cold meats. to contribute After the second week of the new relaunch, we write to: thejournai, J Sainsbury pic. Internal had achieved an impressive 35 per cent increase on Communications, 33 Holborn, London, EC1N 2HT Italian ready meals and pizza, which is very or telephone: 020 7695 6467 encouraging, and I would like to thank all colleagues or e-mail: [email protected] for their support of these products in-store. [email protected] or fax: 020 7282 8052 So, as you can see, it's going to be a very exciting time in-store over the next few months - and an ideal managing editor: Roland Burton opportunity to drive sales of our ever-improving the journal is designed, written and produced on behalf products. of J Sainsbury pic's internal communications department by Citigate Publishing, 26 Finsbury Square, London EC2A1SH Printed by SMP cover story THE BEAUTIFUL GAME... While Sainsbury's and its agents make every effort to ensure that your prize or any reader offer is satisfactory, to the maximum effect permitted by law, Sainsbury's is THE place to shop Sainsbury's shall not be liable for any loss, mental distress or disappointment during Portugal 2004 you suffer as a resutt of the prize or reader offer not meeting your expectations or satisfying your personal preferences. Queries on prizes or reader offers should be addressed to the promoter news if I were more in store from Morrisons • SAINSBURY'S HAS agreed to presence in these parts of the 0 acquire 14 stores from Morrisons. country. lile, smile, says Alan Swain, a Thirteen are Safeway branded and Chief executive Justin King Sainsbury's Bank representative in Poole • 0 one is a Morrisons store. said: "These stores give us a great The stores, which have an opportunity to increase our selling average size of 30,000 sq ft, are space in the UK by more than We all raise a big smile when we have our photo taken • primarily based in the Midlands and 400,000 sq ft - a little under three for the family album don't we? It's a time when we want to look our best - presentable, happy and friendly. And north of England and will per cent. Such opportunities have it's right that we should; after all, mum might want a significantly increase Sainsbury's become increasingly rare so we are delighted to secure these stores framed enlargement for her mantelpiece! and look forward to introducing But your passport photo is different. No smile required -just a straight, glum face that you really can't Safeway branded stores sales area (sq ft) Sainsbury's products and services to new areas and customers. We believe is you. Never mind - it's for identification Mansfield, Notts 30,000 also look forward to welcoming purposes only and hardly anyone will see it. Passport Whitehouse Farm, Stockton, Cleveland 24,500 2,600 new colleagues to control aren't interested in whether you appear to be a Chafford Hundred, Essex 30,000 Sainsbury's. friendly person or not - they don't see you regularly. Tadcaster, North Yorks 9,750 But Sainsbury's customers will - often they will see Cramlington, Northumberland 29,800 "We will have to wait upon approval from the Office of Fair you two or three times a week. That's 100-150 times Scunthorpe, Humberside 30,175 each year! Team Valley, Tyne and Wear 34,750 Trading before completing the acquisition of each store. We So, don't let them see you with that glum "passport Spalding, Lines 27500 photo look". They want to see you - and remember you Scarborough, North Yorks 30,000 expect this to happen in phases overthe summer." - with a big smile. The bigger the smile, the more they Grantham, Lines 29,500 will remember you. Give them a big smile 100 times a Darlington, County Durham 35,000 In a separate transaction, Sainsbury's has also acquired a year and you'll be in their good books forever. Heaton Newcastle, Tyne and Wear 31,500 Every time you make that first eye contact with a Lytham St Anne's, Lanes 20,140 16,500 sq ft store from Somerfield in Bridgnorth in Shropshire. This customer, smile, smile, smile. It's a very powerful thing Morrisons acquisition was completed on 23 to do. It makes customers feel good and it makes you Ripon, North Yorks 23,100 April. feel good. Customers will virtually always smile back, Somerfield and they'll come back for another big helping of smiles Bridgnorth, Shropshire 16,500 - and another trolley load of groceries. Next time you're in-store, think. When your eyes meet, is that customer seeing a passport "mug shot" of you or that smiling, happy photograph your mum keeps on the mantleshelf? Your mum thinks you're wonderful - and your customers will, too, if you time to concentrate on the future " , give them the same big smile you gave her. PRELIMINARY RESULTS forJ a better offer for our customers. the business has not yet shown Sainsbury pic show sales from The sale of Shaw's gives us a single- through in our results." I There's no value in a smile and continuing operations up 2.4 per minded focus on the UK business. However, Justin did have good i-, kind word until they are actually cent to £15,517 million and an We have announced changes to the news on customer service. More I __ given away-then underlying operating profit falling senior team and management than 350 stores - and over 60,000 they become from £594 million to £590 million - structure of the company as a colleagues - have achieved , priceless. all during a year of tremendous result." excellent results in the MCM and will change. Thosechanges include Jim receive a bonus of two per cent of Chairman Peter Davis said: "We McCarthy, former chief executive their contractual base pay. have substantially completed the of T&S stores joining Sainsbury's as Said Justin: "This investment to modernise managing director of convenience, fantastic result means Sainsbury's Supermarkets and Roger Matthews taking more direct the board has rolled out an ambitious growth control of financial management increased the bonus strategy for Sainsbury's Bank. across Sainsbury's Supermarkets, pot from £6 million to "The scale of change and the and Hamish Elvidge moving from morethan£9millionto associated disruption in finance director to become director deliver thetwo percent Sainsbury's Supermarkets and the of change. payout. Well done to weakening dollar have impacted on In addition, Stuart Mitchell has every colleague who our results for the year." stepped down as managing contributed." Echoing this view, chief director of Sainsbury's executive Justin King said: "The Supermarkets. past three years have seen In a note to all colleagues, If you want too enormous change but we must now Justin said: "I know you will be do if you were in build on the investments made and disappointed, as I am, that the it to the journal, J Sainsbury pic, Internal refocus our attention on delivering effort that has gone into changing ' ;ations, 33 Holborn, London,EC"

If you agree or disagree with this month's boss, : the journal know, using the contact details. news

Bells Stores open at the double retail eye THE FIRST two Sainsbury's at Bells news, alcohol and impulse buys, Stores have now opened at Peterlee while introducing more than 500 In County Durham and BIshopsgarth, Sainsbury's own-label products in Stockton on Tees. the chill, fresh foods and groceries the journal is keeping an eye on the The 2,200 sq ft Peterlee store was categories to meet everyday needs. retail world as reported in the national, the first to receive Sainsbury's own- In addition, the store has been label products. The range keeps the given a completely new layout with trade and regional press best of Bells Stores' strengths in chill cabinets together with improved lighting and flooring. The Asda has announced a £400m expansion orangeand blue fascia incorporating programme focused on extending existing stores. the "Sainsbury's at Bells Stores" The company is investing in four new stores, as well ^Sinshiirv'c at' logo completes the new look. as re-siting stores, extensions and adding •^ Chief executive Justin King said: mezzanine levels to existing stores. ^ Stores 1 "This is an important step in • Somerfield has announced the acguisition of 11 developing our presence in the forecourt convenience stores in Scotland for £2.6 convenience store sector. The million, from the receiver of Osprey Forecourts Ltd. Sainsbury's and Bells brands are an • The Co-op Group has announced that it has % beers & wines excellent match - both standing for purchased the 64-strong Conveco chain of ^cigarettes guality, service and value. The ^groceries convenience stores. Conveco is based in the South opening of the first Sainsbury's at West of England and the Co-op said that it intends to Bells Stores convenience store will operate the chain initially as a standalone business make Sainsbury's products before converting the stores to its "Welcome" accessible to more customers via convenience format. neighbourhood stores." • Marks & Spencer has confirmed that Luc Vandevelde has resigned as chairman of the high street multiple. Mr Vandevelde has reportedly been criticised by Marks & Spencer insiders for not devoting enough time to the company. • Somerfield has announced plans to drop the Kwik new chef has Save brand in Scotland. The multiple said it aimed to close 22 Scottish Kwik Save stores, because they were in poor locations and were not sufficiently star quality profitable. The remaining 29 stores will be converted to the Somerfield fascia. • Asda has said it will not move into the JOHN WOOD has been appointed as Sainsbury's new convenience market, despite moves by rivals into executive chef. John, who has a prestigious Michelin the high street. Chief executive Tony DeNuzio said star, will develop Sainsbury's high-quality ranges even that Asda was only interested in stores of 15,000sg further, bringing even better quality to all Sainsbury's food. COOKING UP A ft or more. STORM... • The Soil Association has condemned Asda and Next month, John will swap cooking for some of the Executive clief Tesco for not doing enough to promote the UK richest people on the planet at the world's most John Wood will luxurious hotel, the Burj-al-Arab in Dubai, for creating bring his Michelin organic sector, and asked the government to star quality to intervene. A Soil Association survey innovative dishes to appear on Sainsbury's shelves. Sainsbury's found less than a guarter of Jean-Paul Barat, director of organic pork on sale product quality and development, in Asda wa' said: "Customers tell us they love our from UK quality and the appointment of John farms, and will inject even more passion, Tesco less " knowledge and expertise into the than half the or business. He will act as a consultant beefwas British. " across all areas of the food business, Sainsbury's, / ' as well as developing specific ranges recently named a such as Taste the Difference." Organic ' The announcement came as the Supermarket of the M--' '• new-look Tasfe ttie Difference range Year by the Soil a hit shelves in May with another wave Association, sources ' of innovation due to appear in 96 per cent of organic , #9 September. beef and pork from the John said: "Throughout my career, UK. ' , cooking has not only been my job, but • Tesco is hoping to strengthen its also my passion. I've been lucky foothold in Japan by buying chain store Fre'c, which enough to work with the best and now is short for "fresh and cost". Tesco's Japanese look forward to my new challenge-to subsidiary C Two-Network is expected to take on bring world-class food at affordable debt of £16m after the purchase, if talks to buy the prices to the plates of Sainsbury's chain are successful. customers nationwide." bafonetxtchamp FANCY YOURSELF as a bit of a draw to win a wide-screen TV, with soccer know-it-all? Well, why not 10 runners-up each winning 10,000 play Sainsbury's new mobile phone Nectar points. game, and test your football And the competition couldn't be fortune-telling skills by predicting easier to play. All you need do is the scores of England's Portugal enter the name of each team - 2004 games? starting with England's opponents Based around this summer's - followed by the number of goals European football championships, you think they'll score. So, if you txt 2 score invites customers and foresee an England whitewash over colleagues to predict the outcome France, simply type France 0 of each England game during the England 6 and send your entry to tournament on their mobile phones. 84454. If you get the score right, Best of all, there are no hidden Sainsbury's will reward you with costs - all you pay is the normal exclusive Portugal 2004 price of a text message. wallpapers or logos for your mobile. Terms and conditions apply. What's more, after each game, all For more details, see correct entries will be put into a www.sainsburys.co.uk/football PARTY TIME... There's a big prize to be sliared between colleagues of winning stores

IT'S NOT only footballers who can make sure we drive sales to new prove themselves as world-beaters levels this summer. this summer. Store colleagues "Like Sven's squad, it's not just have the opportunity to succeed about individual efforts but the too. whole team. That's why the To recognise that success, and incentive scheme is designed for all reward participation in the colleagues of the winning stores - it Portugal 2004 event, Sainsbury's allows everybody to enjoy a is running its biggest-ever store celebratory event and incentive scheme. commemorate their success. The prize is a celebratory in- "We want lots of winners and, store event for all colleagues from provided that we achieve a those stores that show the biggest minimum level of performance, improvement in like-for-like sales Sainsbury's guarantees that at during period three. least one store from every region Said Sam Memour, manager of will win the prize. In the very best- seasonal events in retail: "I know performing region, the top three stores will be pulling together to stores will get the same reward."

the perfect delivery

SAINSBURY'S IS right behind the Sardinia in May and to the Lisbon England football squad this tournament camp at the start of summer. June. Since 1998 the company has "In-store, we're urging been recognised as the FA's Official customers to get behind England," England supermarket. And to show said Dominic Warne, marketing its support during the European manager for events and Championship, Sainsbury's has sponsorship. "And with these helped the squad prepare by deliveries we're showing our sending a Sainsbury's to You van to support is about more than ju the team's training camp in encouragement. Manchester. Packed with fresh food "The range of supplies we're and supplies, this delivery helped sending includes everything the ensure the team were all set for players and coaching staff could their important training games need to get them through the against Japan and Iceland. Championship - from fresh food and Sainsbury's, in association with energy drinks to magazines and DHL - another England sponsor - DVDs. I also sent supplies to the team's pre- "All we ask in return is that the | tournament training camp in players bring back the trophy!" news

coming Tu a store bites WE'RE MAG­ nearyou NIFICENT! thejournal has A NEW clothing range called "Tu" won an Award of will come to 160 Sainsbury's stores Excellence in Europe's biggest in September. and most Sainsbury's has recruited a prestigious strong team of highly skilled corporate communications designers to create the new label. competition. The team has a wide range of The British experience from French Association of Communicators Connection, Burberry, John Rocha in Business voted @ Debenhams, Elle, Karen Millen, t/ie yourna/among George and Marks & Spencer. the top six colleague Designed to give customers magazines in the exactly what they want, Tu will offer country. quality stylish casual wear for all The judges said: the byword in style "This publication the family with real attention to seems spot on for detail and great prices. its audience, with THREE LEADINGdesigners have UK population. The ranges will Richard Jones, head of clothing, good design and signed an exclusive agreement to incorporate more than 130 products said: "Since we brought the excellent content. The structure has develop and launch a new non-food under the banner "created for you commercial management of the been thoroughly range forSainsbury's. by the world's leading talents". Jeff & Co range under our direct thought out. The Cookware designed by Terence Richard Cristofoli, head of non­ control, sales have Improved but we photography is cropped with flair, Conran, cut flowers and planted food marketing and development, are still not capitalising on the great and sometimes arrangements from Orlando said: "This signals the next exciting opportunity that clothing courage, with a Hamilton and home accessories and step in our non-food strategy and represents for Sainsbury's and our good feature treatment of stationery by Oria Kiely will come to we are delighted to be teaming up customers. images." stores in October 2004. with such a fantastic group of "Tu will reflect Sainsbury's core The design trio have pledged to designers. The new range will values of quality products, great develop high-guality ranges at complement our successful core attention to detail and value for value-for-money prices. home range launched last year and money, and we have recruited a The new ranges, called "by", will will combine Sainsbury's strong team to deliver just that." feature in more than 200 stores outstanding quality and value for nationwide, making them easily money with each of the designers' accessible to three-quarters of the unique expertise."

Bankon a health cover healthy future

SAINSBURY'S BANK has launched a new health cover plan, offering customers an affordable scheme which gives all the benefits of private health cover at a price you can afford, with no medical required. Colleagues, friends and family can also benefit from 10 per cent off the cost of their health cover plan with Sainsbury's Bank. To find out more information and get a personalised quote, call Sainsbury's Bank on 0800 092 9758 quoting STAFF 0031. Or log onto www.sainsburysbank.co.uk/youchoose.co.uk. Also, Sainsbury's Bank Life cover premiums are among the most competitive on the market. For an instant guote just call 0800 0137137 quoting M002 or visit www.sainsburysbank.co.uk graduates are a hat-trick flying high THE LATEST "Top 100 High Fliers" graduate careers survey sees ofsuccesses Sainsbury's in 20th position - aliead of Tesco, Asda and Waitrose. The survey, sponsored by The Times newspaper, interviews THERE'S BEEN plenty to celebrate in more than 15,000 final year students from 30 universities, and is Sainsbury's customer management the largest of its kind. and customer Careline department- Sainsbury's rating has increased dramatically in recent years, the team has just come top of its from a position of 63 in 2001. The company is now the second most annual mystery customer popular retailer among graduates behind Marks & Spencer. benchmarking exercise, for the third year running. The measure assesses Sainsbury's customer care performance against other supermarkets, including Asda, Waitrose, Tesco and Marks & Spencer. Ranking is carried out by

HERE'S TO us... Members of the team toast their 10,000 prizes success to be won! FROM 26 May until 11 July, every time you use your Nectar card, you'll receive an entry into the Great Nectar Giveaway prize draw. The offer is open to all Sainsbury's colleagues and customers - the more you use your Nectar card, the more chances you have to win. independent researchers who conduct anonymous telephone, There are 13 fantastic prizes, one from e-mail and letter tests, rating each every sponsor, including the chance to win: company by criteria such as speed of response, and the guality of that • lunch at Fifteen for you and five friends and the response. chance to meet Jamie Oliver Andy Benzie, account manager for Sainsbury's the Careline, said: "Getting this recognition from an independent • a VIP trip to see Real Madrid v Barcelona assessor really underlines Sainsbury's commitment to customer care. • a £10,000 fitted kitchen "This is the third year we have Magnet been named number one and the team should be proud of its • a holidayfortwotoCalifornia including a visittothe achievements. Ernst and Gallo vineyards "What's more, this year we have at F«te' WINEMARK widened the gap between ourselves and our competitors, which shows the • a £10,000 shopping spree team is still improving." BARCLAYCARD^) As well as being named overall ^orecW"^^'LToor«rd Plus there are 25 million Nectar points to be won. winner, the department also came top , n^ore V<: of phone and e-mail tests. Said Andy: Good luck! "Our ambition now is to stay top of Terms and conditions these categories and next year, go on See in-store leaflet or www.nectar.com for terms and conditions. Promotion to win the letters class too." ends 11 July 2004 (Barclaycard ends 8 July 2004). news

access to all at London Colney Baywatch LONDON COLNEY store has been praised by St Albans District Council for success for its facilities for disabled colleagues. The store won a silver platter in the council's Civic Access Awards and was named Best Employer in the region. Thanet The store's PTM, Shaun Taylor, said: "The store was nominated by the CONGRATULATIONS TO public and the council visited 130 businesses before choosing the final colleagues at Thanet-the store shortlist. We employ colleagues with mobility and hearing impairments is a finalist in the Baywatch and have made adjustments around the store and in our training to campaign which aims to put an enable them to do their jobs." endtothemisuseof Jean Peyton, chair of the awards committee, explained the judging bites disabled parking criteria: "Winners went through a rigorous judging process. The judges spaces. were looking not only at physical access, but also the welcoming attitude RED ALERT To celebrate The competition of staff." Tomato Week in gives disabled May, Sainsbury's Introduced people,their several organic families and carers, varieties of the chance to tomatoes, which nominate theirbest were almost on the brink of - and worst- extinction. experiences when Customers could it comes to parking choose from the exotically-named attheirlocal Red Zebra, Zebra supermarkets. Gold, Yellow Pear, Lee Simpson, Red Berry Cherry, White Beauty, senior duty manager at Thanet, and Orange Berry. said: "The Baywatch organisers received 5,000 nominations for the competition so we're delighted to have made it to the finals and proud to be flying the flag forthe group. "Our customers nominated us because of the services we provide. We work very hard to keepourdisabled parking spaces free and we're also very proud of our services inside the store." The final of the competition will take place in London on 14July. ACCESS ALL AREAS... Sama-ul Kadir, Shaun Taylor and Jenisha Patel show off London Colney's award

mission accomplished

THE FISHERMEN'S Mission is Day in November to the charity. £25,104 better off-thanks to This is the fourth year in succession Sainsbury's annual donation. And that the company has made the it's a donation which has earned the largest donation - beating the likes company a commendation from the ofTescoandAsda. Government for being the Fish operations specialist supermarket which raises the most Anthony McBirnie said: "With seven for the charity which supports fishermen killed or seriously injured families of fishermen lost or on average every month, fishing is seriously injured at sea. the most dangerous occupation in Each year, Sainsbury's promises the UK and Sainsbury's is proud to to donate a percentage of its be able to help this very worthwhile seafood takings on National Seafish charity."

8 news

Jamie cooks up new deal JAMIE OLIVER has Signed a new quality everyday products. The first contract to extend his four-year TV ad in the new campaign focusing relationship with Sainsbury's for on Sainsbury's new Italian range another year. was screened over the May bank As part of his new contract, holiday. Jamie will front a new TV and radio Jamie has played a significant campaign in which he will act as a part in Sainsbury's business "quality detective". He will also be strategy, helping to boost loyalty working behind the scenes with and promoting Sainsbury's as a Sainsbury's new product pioneer of better guality everyday development team to challenge food. The launch of Jamie Oliver and inspire new standards of Taste the Difference 21-day beef quality in Sainsbury's products. was one of Sainsbury's most This campaign is filmed in a new popular launches in 2003 and now style withJamie visiting accounts for just under 10 per cent Sainsbury's suppliers and buyers to ofall Sainsbury's beef sales. test for himself the quality and Jamie's first advertising authenticity of Sainsbury's campaign featured the chef products. It will also communicate cooking up spicy prawn curry for his the affordability of Sainsbury's top friends. Sales of the products by royal featured in the recipe rose 900 per cent during the six weeks of airtime. Said Jamie: "Working with Sainsbury's gives me the chance to appointment reach and inspire millions of customers with fresh new ideas on MILK PRODUCEDfrom the making the most of Sainsbury's top Queen's herd of Ayrshire cows, quality food and ingredients." which graze parkland at Windsor Dominic Rowell, national Castle, is now on sale in advertising manager, said: "Jamie is Sainsbury's stores. enormously popular with our The Royal family has been customers. His energy and passion self-sufficient in milk, cream and for food have managed to grab and butter for more than 150 years, maintain consumer attention." and now customers can enjoy milk from the same dairy. The Ayrshire breed is appreciated for its high guality, healthy milk-it has a unique composition of butterfat and protein. Royal Farms Windsor grows a variety of natural fodder to feed the Ayrshire herd to help produce bites a corking idea excellent milkthroughout NOW PETS CAN autumn and winter, while in BANK ON IT HAS frustrated wine drinkers for corks instead of spring and summer the cows are SAINSBURY'S Sainsbury's Bank centuries - but Sainsbury's has screw caps and turned out to graze meadows pet insurance has now found the solution to corking. synthetic surrounding WindsorCastle. been recognised Working with cork stoppers. They feel Jon Arnold, Sainsbury's head as one of the best policies available, manufacturer Sabate for the past nothing compares to of dairy, said: "It's fantastic for us by an two years, the company has the pop a cork makes as to offer Royal Farms Windsor independent developed a process which cleans it's pulled from the -^^ Ayrshire branded milk. We are market survey. cork of the properties that can bottleneck. delighted that Sainsbury's The bank was awarded a five- taint wine and give it a musty "This development should make customers will be able to taste star rating forthe odour. wine-loving customers very happy. milk from the Royal farms." cover it offers pet owners and their Howard Winn, Sainsbury's wine They can now have the best of both cats and dogs, technologist, explained: "Corking worlds. In future, they may never and a Best Buy is a huge problem for the wine have to experience a corked wine award for its competitive industry, affecting 10 per cent of all bought at Sainsbury's again." premiums. This is bottles. The new corks are appearing in- the first survey of "But research shows 80 per store now on Sainsbury's the pet insurance market in the UK cent of customers prefer natural Australian Petit Verdot. and recognises Sainsbury's Bank's high standards in the pet Insurance market.

9 products

smaller but just as sweet NEW PICNIC-size melons which are smaller than regular melons but just as sweet, have come to Sainsbury's. The smaller Galia, Cantaloupe and Charentals melons come from the bites Almerian region of Spain where farmers are using a new growing method IN MINT exclusive to the region. The melons are grown on vines in a glasshouse to CONDITION ensure a warm growing temperature. This ensures the melons reach their Herb of the month for June is Apple flavour maturity at a smaller size. Mint. Herb buyer Sainsbury's melon buyer Leo Muid explained: "These melons are half the Tristan Kitchener size of traditional ones and just as sweet - perfect for summer picnics, believes mint is synonymous with breakfast or snacks." summer. "Apple The size and sweet flavour mean they are perfect for summer eating. Cut hot off mint is an exciting off the top and scoop out the seeds for a refreshing new herb for summer. It's snack or breakfast. Or for something a bit really versatile, different, try filling them with a sorbet or ideal for fresh ligueur to make a tasty dessert. the press desserts such as fruit salad or The melons are available in 100 chocolate stores and cost £1.99 for a pack Sainsbury's Magazine celebrates long puddings and a of three. fabulous days and holidays with recipes for a lazy, ingredient for drinks and hazy summer cocktails such as mojitos." Also called woolly Oh, we do like to be beside ttie seaside - and Apple Mint, this Sainsbury's Magazine has plenty of inspiration to herb has an apple- satisfy appetites sharpened by salt sea air. scented stem; soft, velvety From seaside flavours of soft tortillas with prawns scalloped-edge and cucumber salad and home-made fish fingers, to leaves a mild, irresistibly sweet Nutella squares, and a deliciously fruity aroma and lilac flowers in light nectarine and macaroon tart. The recipes are trios of spikes easy to prepare and full of the taste of summer. during the A brilliant sandwich-type idea which looks good and summer. tastes fantastic, and is great for carrying to the beach or into the garden, is pan bagna. Here's how to make it. Slice off the top of a round, Italian-style cottage loaf, remove the soft bread filling and brush the inside with olive oil. Layer with your chosen fillings, pressing well on each layer and seasoning as you go. This one, pictured above, boasts be good to yourself just got better vine-ripened tomatoes, mozzarella, TH E be good to yourself range now sacrificing taste. We hope these (130kcal) and you'll be set for an al ! salami, basil, mortadella, rocket has40 new products, all specially tasty new additions, launching in fresco feast. Alternatively for a and baby spinach leaves. developed to help people towards a time for summer, help customers to ready prepared snack, try the new When the case is full, drizzle healthier lifestyle and all perfect for take steps towards a healthier diet red thai chicken sandwich (143kcal) ll with more olive oil and replace summer eating. and lifestyle." perfect to grab for a sunny lunch jj the lid. Firmly wrap in cling film The principal aim of the range is For a delicious healthier picnic break in the park when you're short 7 A and refrigerate overnight, with a to offer lower fat foods without selection, grab some bread and oftime. I 3 weight or heavy breadboard on sacrificing taste. All be good to crackers and spread them with the If you're looking for a quick meal f ^'A top. /ourse/f products have less then tasty spicy bean pate (98kcal), or idea, saving time for you to enjoy There are few fruits that three per cent fat or at least 50 per red pepper houmous (169kcal), or the long summer evenings, try one , epitomise summer more than cent less fat than the standard fill them with slices of the finely of the delicious new ready meals. the British strawberry, when equivalent product. Levels of salt, sliced honey roast ham (422kcal). Get a taste of Portugal with the it's in season from late June sugar, saturated fat or calories Add a selection of salads from the chicken piri piri and rice (99kcal) or through to July. have also been carefully deli counter such as Mexican rice transport yourself to Thailand with Why not puree monitored, and where possible, (86kcal) or red pepper cous cous in the Thai prawn curry and jasmine -0^. rries with some sugar and lemon juice Sainsbury's has restricted the use a sweet and spicy dressing rice (88kcal) - with less than three .uce and pour over frozen yoghurt or ice of certain additives. per cent fat you can afford to treat ;,,iix roughly sliced strawberries with orange Dietitian Kate Arthur yourself to international cuisine segments, chopped spring onion, currants, Dijon explained: "We have added Sainsbury's without piling on the pounds. mustard and red wine vinegar to make a zesty salsa for more than 40 new products to Finish off with the luxurious pot au grilled chicken or fish. the be good to yourself range be good chocolat (109kcal) to satisfy that As well as the tastes of summer, read about the best to ensure that if offers our sweet urge without feeling as if suncream for your skin type, and Dr Mark Porter and customers more lower fat you're committing a diet sin. nutritionist Amanda Ursell's recommendations on how options but without to yourself to build better bones - plus Pop Idol's Will Young on music, fame... and his mum's cooking. There's more for you, your home, your life in Sainsbury's Magazine. feature re 'I^Vi iiM iH 01 to sharehold c How the repayment of cash will affect colleagues at Sainsbury's

Do you own shares in Sainsbury's? Back in March, to help ensure the share price remains stable (apart chairman Peter Davis announced that the company from normal stock market movements). would return moneytoshareholdersfollowingthe successful sale of Shaw's. If you hold shares in either want to know more? your own name or under one of the following company employee share plans: the Commitment Shares Plan, what happens to my ordinary shares? the Sainsbury's Share Purchase Plan or the Profit You will still be the owner of ordinary shares in the Sharing Scheme, then read on as this information company in your own name or through the Plan affects you. trustee(s). However, due to the share consolidation Around half the proceeds from the sale of Shaw's process, the number of ordinary shares you own will will be returned to shareholders by way of a tax- reduce. At the time the journal went to press, the details efficient method called a B share scheme. The of the share consolidation were still being decided. Full remainder will be retained to reinvest in developing details are in the information packs being mailed to the business. scheme participants. The company will return 35p per share to shareholders. You can choose to receive the 35p per how do I decide which is the best choice for me? share as an immediate dividend payment or elect to The decision you make will depend on your own have the B shares repurchased now or in the future. personal tax position and the rules of the individual You will shortly receive an information pack at your share plans. home address concerning the return of capital to shareholders. This is important information and what do I have to do? outlines the choices available to you. If you are both an If you hold shares in the following company employee ordinary shareholder and a plan participant you will share plans: the Commitment Shares Plan, the receive two different packs as the choices available are Sainsbury's Share Purchase Plan or the Profit Sharing slightly different. Scheme, you have to return your choice forms by Friday This is a complex subject, but the information packs 9 July. have been designed with the help of colleagues to make If you are an ordinary shareholder, you have to it as easy to understand as possible. respond by Friday 16 July. Full details are in the Take time to read the documents, decide what action information packs. you wish to take and then return the election form in the prepaid envelope supplied by 9 July. what if I have any questions? There are different tax implications depending on If you have any further guestions after reading the whether you hold ordinary shares in your own name, information sent to you, contact the following what share plan you are a participant in and your own helplines. They will be open from 14 June and will be tax position. The company is legally prevented from able to assist you: giving financial advice but there are helplines (see right for details) if you have any further guestions after reading the documents. Ordinary Shareholders - 0870 702 0106 In addition to this payment, there will also be a consolidation of the company's shares and this will Commitment Shares Plan - 0800 085 9039 reduce the number of ordinary shares that all shareholders hold. If the company were to do nothing more than the repayment, the share price would Profit Sharing Scheme - 0800 376 9230 probably fall because the company no longer owns Shaw's or the cash being paid to shareholders and is Share Purchase Plan - 0800 085 9039 therefore smaller. The share consolidation is designed feature

%1 • • tball's coming home

As the official supermarket of the England 1 football team, Sainsbury's - like Sven and his come on 1^ A^a squad - also has its eyes on a prize this summer England!

You can hardly have failed to notice - means we'll be making sure shelves -rL Portugal 2004 is about to kick off are stocked with all the right and it seems the whole of Europe products - from big-brand beers to has gone football crazy. Everywhere snacks and convenience foods, Sainsburys you look, fans are wearing shirts quick and healthy recipe cards to declaring their national allegiance; decorations that will transform the the television is awash with the living room into a palace of football. passionate about football as the latest squad news; budding "The opportunity really is quite fans who shop with us." superstars are dusting down their massive - especially if England go all The company is also making sure boots and enjoying summer kick- the way." none of its stores are left out. So that abouts in local parks. Indeed it is. In the few days before means you'll find leading deals on It's a massive occasion for the England's game with Germany at the everything football-related, tips on the best meals for wannabe- entire continent, and presents last European Championship in whether you're in a main store, professional sports people. Sainsbury's with a sales opportunity 2000, Sainsbury's sold even more petrol station. Local or Central. Says Dominic: "The Portugal that's potentially more lucrative beer than in the run-up to Sainsbury's to You is also in on the 2004 theme will run throughout the than Christmas. Millennium night. And that's a lot of act, with great deals across its web entire estate. That really helps us been site, while Sainsbury's Bank is position ourselves as the first choice feed the passion With this in mind, and to make running in-store promotions that for customers looking to ensure that, Explains Dominic Warne, marketing sure the company capitalises this include an interactive game with at home, the tournament goes as manager for events and summer, Sainsbury's is making sure money-off prizes and incentives for smoothly - and enjoyably - as sponsorship: "This summer, families it is ffteplace to shop during the signing up for a credit card, pet possible." want to watch the Championship Championship. That starts with insurance or savings product. from the comfort of their homes. sponsorship of the England team. Sainsbury's has even set up a web hitting the target The message we're getting out is "We get a lot out of the deal with site - www.sainsburys.co.uk/football Success is paramount. During that Sainsbury's can feed their England," says Dominic. "It really - that offers downloadable Portugal previous sports tournaments, passion for the tournament. That demonstrates the fact that we're as 2004 iron-on T-shirt designs and Sainsbury's has always catered for fans' needs - making it a firm favourite with supporters and medal mementos helping take significant business away from the likes of Tesco and Market-leading special offers, convenience and a passion for football - Asda. This year Sainsbury's will be that's what's driving footfall in stores this summer. That and Sainsbury's looking to repeat that success. But official England medal collection. more than that, it is looking to use its Says Dominic Warne, marlteting manager for events and sponsorship: "•"" now supporters enjoy sticker books and picture cards, but this is a performance to grow sales and r guality and really affordable product and we're sure fans will enjoy encourage people into stores. M. ting the entire set to keep as a memento of the Championship." Explains Dominic: "We want to show Lt the world cup in 1998 Sainsbury's ran a similar scheme. Today that our stores are great places to ^^^s0^ , ' Incomplete sets of medals from that tournament are already fetching shop, and ensure new customers I bids of up to £40 at on-line auction sites such as eBay. .V, If England win this tournament, who knows how much a complete set •^^^^HBKlals will be worth in years,to come? mPWie medals and special collector albums are available now. 12 what's in store? For all the best England and Portugal 2004 memorabilia, sports gear and clothing there's only one place to shop this summer - Sainsbury's. In-store you'll find all sorts of great stuff, including... • replica home and away England shirts • England beach towels • official England 2004 activity books • England mugs • official Euro 2004 guides • England thermos flasks • England pint glasses • three lions mascots • inflatable England chairs • a selection of T-shirts, polo shirts and vests available in ladies', gents' and kids' sizes become regular customers." • flags for the car It's clearly an important "The opportunity really is quite massive • gym bags. opportunity, and Sainsbury's is doing all it can to make the most of it. - especially if England go all the way" But football-phobes need not worry - the in-store event certainly won't they need, before heading quickly to ensuring aisles are fully stocked, are in-store. This is particularly disturb those customers who are the checkout and back to the telly. No even when products are flying off the important on the day of key games. completing their usual weekly shop. fuss. No hassle. Just convenience shelves with more pace than a goal- "If England don't progress, the What it will do is make it quick and and shelves of inspiration. bound David Beckham free kick. Portugal 2004 products will still be easy for those who just want to get "We've done all our research and Says Dominic: "In the hours available, but emphasis will move on in, grab their supplies and get out in know exactly what customers want," leading upto England matches, our to summer If they do advance - time for kick-off. To achieve this aim, says Dominic. "Those products will stores will be incredibly busy, so this which we really hope they do-we will main stores will create a short be positioned to make it easy for fans is the time when colleagues must be all work even harder to make sure horseshoe-shaped path for fans to to get all their supplies in one go. To at their very best, ensuring every families can come to Sainsbury's and follow into and out of the store. En make it better still, many of these checkout is open and that all key get all the supplies necessary to route they'll be able to pick up all items will be promoted with market- lines are available on the shelves. enjoy England's games in the knock­ beating special offers. "It's going to be a testing - but out stages. "That's the strength of this equally enjoyable-time and "Thetimescales involved mean campaign - we have the right provides a great opportunity for it's a bit like walking a tightrope, but products, in the right place at the Sainsbury's colleagues to show the plans are in place, and whatever right price." they're the best in the business." happens on the field, I know And we're not just talking about colleagues will ensure Sainsbury's best in the business colleagues in-store - the supply comes out a winner" Of course, this is a time when chain must also be at its best. Says With hard work - and a bit of luck - customers will need tip-top service Dominic: "While England are in the it can be a great summer both on and and that means getting the basics tournament, the supply chain will be off the pitch. right - providing great service and working to ensure the right products Come on England!

13 feature it's got to be perfect

ensuring that shelves are fully Operational standards are top of the agenda stocked. Checkouts should be at Sainsbury's and Perfect Day is helping stores clean and clutter-free. Trolleys and baskets should be readily to keep improving available. Entrances should be well lit and easy to negotiate. And all colleagues should concentrate on What's your idea of a perfect day? improvement in all stores visited as the customers. For customers, it's simple - they a result. "But," says Sarah, "there Trading director Stephen want a shopping trip that's easy was the opportunity to do more. Nelson says: "We are embarking and enjoyable. And that's why we introduced on a rigorous exercise at the That means entering a clean perfect day two as the vehicle to business centre to support the and uncluttered store, seeing well- introduce customer friendly store operation by considerably stocked shelves, finding the ticketing." reducing the guantity, and products they need - all accurately Over the bank holiday weekend improving the quality of the range priced - and then a guick and the new customer-friendly shelf- churn we send to stores. In hassle-free trip through the edge labels (SELs) were unveiled addition, we are striving towards checkout. while all worn and damaged Selsafe reducing the number of Sounds simple, but just how was replaced. After a mammoth promotions we offer in-store to standards. And colleagues there easy is it to achieve in practice? ticketing exercise, stores opened drive key meaningful promotional really got into the swing of things. Well, Sainsbury's first perfect day for business with great availability activity only These combined "The changeover went in March was a great learning all ticketed correctly. pieces of work will significantly extremely well," says store experience. So much so that help store operations and improve manager Tim Dobinson. perfect day two came to stores on standards customer satisfaction by "Communication from the 4 May. "Clear tickets are really important stabilising the range, improving Holborn business centre was very Sarah Trowbridge, retail to customers," explains Sarah. customer availability, delivering clear. We knew exactly what we FUTURE tangible promotional activity and support manager, customer "Products need to be clearly and PERFECT... had to achieve - and we did it, and service, explains: "Perfect day is an accurately labelled and our new Friendly enabling stores to serve and meet more. colleagues, clean our customers' needs." opportunity to look at a store customer-friendly tickets really stores and well- "The shop floor looks much through the customer's eyes and help. They are much easier to read stocked shelves Craigavon store has featured in better now. We really got ahead of are priorities for ensure that we are delivering the and their new position at the left of customers the Grocer33 survey for high store ourselves with the ticketing operational standards they would the product will help customers expect. To do this, at Holborn we find the price easily. JMp- reduce the amount of "This isn't just about getting ,.. , . communication and work going things right on one day only. down to the store to leave them Perfect day gives colleagues the ,1 free to focus on shop floor chance to concentrate on resetting 1 ^S^ standards." store standards. Then it's up to us ^'^ -V *^^^^^H^ Perfect day one concentrated all to keep those standards high on setting the operational throughout the year." standards-display disciplines. Of course there's a lot more to ^^^^^^^B"

hygiene, accuracy of ticketing, perfect day than ticketing. The ^^^^^^^^^^Am clear car parks and clean customer warehouse and replenishment toilets - and there was a huge teams have a huge part to play in ^H9H

14 "It has really helped us focus on the left - which we felt really helped the mystery customer measure. our customers. Last year, our MCM score was 90 "I'm so proud of my team. We per cent but we've already started delivered perfect day two at the same this year on 94 per cent and we time as an in-store food safety audit want to keep up the good work." and achieved full marks on both. A big It was a similar story at thank you to everyone who helped us Washington Savacentre where the achieve such great results." journal caught up with store Canley store was the setting for manager Chris Rowsby. new chief executive Justin King's first "Perfect day two went very business television recording just a well," says Chris. "The whole team couple of weeks before perfect day put in a lot of work throughout the two, and store manager Phil Harris store to achieve all the ticket was already focusing hard on store changes in time for trading. In standards. addition, colleagues worked hard on "It was really good to get praise in their own departments to raise the video from Justin on our standards and cleanliness." availability and cleanliness," says Phil. "Initiatives such as perfect day are improvement great opportunities to take pride in When they had finished swapping working at Sainsbury's. Our the SELs over, Chris and his team colleagues want to show off their tried to look at the store through stores and feel pride in their work. the eyes of the customer. And that's Getting feedback like this raises when they saw how things could be morale and that, in turn, improves further improved. customer service. "All the new SELs were correctly "Our standards are improving, positioned at the left of the replenishment is getting easier and product," he says. "But the old customers are starting to notice the labels were still centred beneath the difference. The ticketing changeover product. We thought this might went very well in our store and it all confuse customers so we got a helps to show off our stores to their team of colleagues and managers best advantage." together and moved every SEL to Now that really is a perfect day.

" Perfect day is what's it all about? '"a'Cie w,i,|7 about achieving perfect day one , a dependable The first perfect day on 12 March was a great learning experience. Feedback from 90 visits included great service shopping being delivered at the checkouts and high standards on the shop floor. All stores visited scored 100 per cent on the following experience for questions: • are checkouts clean and tidy? customers" • is there relevant interaction at the service points? • presentation and cleanliness of the customer service desk? changeover It was hard work but it • are all scorecards up-to-date with completed actions? really has paid dividends. There's only one way to do things - properly, perfect day two first time - and perfect day has • move to customer-friendly tickets, replacing up to 10,000 helped us. tickets in each store "Everyone at Craigavon knows • 100 per cent accuracy of SELs across the store by that perfect day is about trying to Tuesday 4 May ^ achieve a dependable shopping • dress all SELs to the left side of the product experience for our customers and I • moments of certainty to be achieved felt it was organised to help us • 80 per cent of stores achieving 77 per cent on service achieve that. It was a challenge but from period 1 we are really seeing the benefits • clean stores now and so are our customers.

15 news checkouts are doing it

Self-checkouts are transforming top tips to basket shopping by helping reduce promote queue times and free up colleagues for self-checkouts < "S^ • have a go yourself! You will then ^ ?1 other roles in-store • be able to explain the procedure to customers better, and by seeing colleagues use them, customers With 232 self-checkouts in 58 with more customers more quickly. will gain confidence in the system stores, Sainsbury's has the highest "The average waiting time on • self-checkouts must be number of self-checkouts in these tills is just 30 seconds - and managed as part of the front end Europe. But this number is set to the advantage in space saving is of checkouts - don't consider them grow because the competition, also increasing the capacity of the as a separate entity including Tesco, Asda and Marks & store." • many customers are nervous about new technology, so don't Spencer, is fierce. Seven stores piloted the wait for them to come to you. Cet Says self-checkout project initiative last July, and such was out there and bring those carrying manager James Pitt: "The proof their success, that Sainsbury's baskets to self-checkouts and that self-checkouts are here to stay accelerated the programme and show them how things work is that every company currently installed self-checkouts in 25 stores • customers will not walk across using them is investing more than by Christmas. The few teething several lanes to use self- ever before in this system." problems caused by the pace of the checkouts, so open express basket lanes next to them to make it :/ roll-out were resolved by stores So what makes self-checkouts easier to draw customers over so popular? promptly reporting them to the IT • keep the tills full of coins, notes Basically, they offer customers service desk. and bags, especially around added convenience and extra That self-checkouts were lunchtime. ^ choice. Customers can scan their installed so quickly is down to the own items, put them in a carrier bag tremendous efforts of the workload and pay using cash or a bankcard, planning and retail implementation whilestillcollectingtheir Nectar teams who made sure the project says: "The aim of self-checkouts has points. Self-checkouts even offer was delivered on time in stores. always been to improve customer cashback. Shoppers are guided The checkouts are generally service by giving shoppers an through each stage by an arranged in fours, with one alternative means of paying. We're interactive touch screen and audio dedicated attendant instructing looking at testing eight self- prompts. customers on how to use them, checkouts in a store, but that would Designed for a small basket checking age restrictions, dealing bethe limit. shop, self-checkouts take up so with queries and ensuring "Self-checkouts don't suit all little space they are helping reduce everything runs smoothly. customers, but they do give basket queue times for customers. James With self-checkouts only shoppers a chance to reduce their continues: "Typically, stores have needing one attendant, colleagues queuing times and shop at their replaced two standard tills with four are being freed up to help other own pace." self-checkouts, helping them deal customers on the shop floor. James And feedback from customers, colleagues and stores so far suggests self-checkouts have a bright future. "A huge amount of Repos project leader Malcolm Davies explains: "Customer time has been reaction has been overwhelmingly positive. We've had a number spent making sure of comments telling us how easy, enjoyable and quick the the systems are system is." And as for stores, James adds: easy to use" "Colleagues say it gives them more

16 what colleague

Gill Read, assistant checl(out manager, Kiln Lane: or themselves "Customers can be wary of using self-checkouts, so the system must be introduced properly. criterion is a high percentage of "We encourage customers to use basket shoppers at busy times - this them by going along the checkouts can create queues, which gives us a when we're busy and asking those great opportunity to use self- queuing with baskets if they want to checkouts." use the self-checkouts. We've also tried closing the express basket till And if self-checkouts go into when it's quieter so customers then more stores, Sainsbury's investment use the self-checkouts." in Repos to create the same information systems throughout all Chakra Ttiapa, senior administrative stores will prove, once again, to be a supervisor, Waterloo Local: major advantage. "People have been interested in the new technology and are keen to use James explains: "This is a first- it. This is a huge benefit to our store class example of how we're able to because we're always very busy, and capitalise on our investment in by using self-checkouts, customers store systems. We'll be able roll out are reducing their gueuing times. self-checkout without having to "We encourage customers to use modify it at every store, and there'll the self-checkout and will take them be no restrictions as to which stores through the process if they are can get it." using it for the first time. It's quite simple to operate, so they've The majority of self-checkouts learned to use self-checkouts very have gone into main stores, such as quickly." Kiln Lane in Epsom, which has seen customer usage increase by 30 per Carol Cotton, customer and trading cent recently. However, with support for checkouts, Lewes Road: Sainsbury's rapidly increasing its "It benefits us greatly. Many of our presence in the convenience sector, customers are students, and self- checkouts are perfect for them - this is another area Sainsbury's is they love the convenience. targeting. Says James: "We want "It's important the people who locations where the majority of work on self-checkouts are skilled in customers are basket-carrying and their use and are able to encourage in a hurry - such as central city customers to use them. stores which get very busy around "There have been some teething lunchtime." problems, but the engineers offer good support. Two smaller stores are already "And self-checkouts free up using self-checkouts. Two have colleagues to work elsewhere in the been placed in Headcorn Local in store." Kent, and 30 per cent of customers are regularly going through them. Meanwhile, a more compact mini self-checkout is proving extremely popular in central London's Waterloo Local. "We're currently looking at how chance to interact with customers, colleagues operating five much benefit we can get out of a and the technology means checkouts, so customers get the variety of self-checkouts," says replenishment colleagues aren't service they want - but the store can James. called to the tills as often. be more flexible when organising "A huge amount of time has "It also allows stores to be more shifts at those times. And that's a been spent making sure the flexible with their scheduling, real benefit for colleagues." systems are easy to use." especially early in the morning and However, self-checkouts are not This addition to customer choice late at night." suitable for all stores. Says James: has already made a huge difference. He continues: "If we open up a "We're evaluating how many more But it's going to get better still as self-checkout together with a stores self-checkouts would be more customers benefit from more normal checkout, that provides two suitable to go into. The main choice at the checkout. your letters

,f^w ^ express yourself r 79

f • " • • • ^ Kate Arthur, dietician, replies: Sainsbury's range of lower-fat after five Alanna McCann, replenishment Thank you for some very pertinent foods. We have aimed to keep the Susan Wass, JSR assistant, Bretton: assistant, Corey's Miil: comments. Sainsbury's has a long­ sugar content the same as I have worked for JSR for just under a year. In that Customers frequently comment on standing commitment to standard products, but in some time, I have noticed how few customers we have our lack of products suitable for promoting healthy eating to all its lines there is a slight increase in after 5pm. diabetics. customers, including those with sugar, eg, in fruit pies and yoghurts At present, we have two independent companies The current trend seems to be special dietary needs such as where the fruit filling has which rent space from Sainsbury's - one is Thomas for low-fat foods, but these can diabetes. increased and the extra sugar Cook and the other Is Explore Learning. have a hlqh sugar content. We are We support Diabetes UK's view comes from sugar naturally The JSR at Bretton has never offered BOGOF told the number of diabetics Is on that the diet for diabetes is the present in the fruit. after 5pm, so I suggest we approach the two the Increase, and It occurred to me same as the healthy-eating diet We will constantly review sugar companies, and when a holiday is sold, Thomas that Salnsbury's stores should be recommended for the population levels in the BGTY range and keep Cook presents the customer with a voucher for a able to provide sugar-free as a whole, that is, low in sugar - it is these as low as possible, while BOGOF in the JSR restaurant after 5pm, and foodstuffs themselves, or put not a sugar-free diet - salt and fat, ensuring that the taste is not Explore Learning provides a coupon for a free child's pressure on manufacturers to especially saturated fats, and high compromised. meal when an adult's meal is purchased after 5pm. produce them. in starch carbohydrate foods, such The sugar level is declared on Currently, on the end of till receipts - after a Asfaraslam aware, the only as fruit and vegetables. the nutrition label on the back of certain amount is spent - a customer will receive sugar-free yoghurt on our shelves Forthis reason, Sainsbury's the pack. This figure is the total money off their petrol. Why can't this be twofold, Is the range of Muller Light does not stock special "diabetic sugar, and includes sugars offering the customer a BOGOF in the restaurant products. I appreciate that our foods" or have a specific range that naturally present, eg, fruit sugars after 5pm and/or a petrol discount? Freefrom range is expanding and would be suitable for people with (fructose) and milk sugars To keep the JSR manned after 5pm, for safety wondered if sugar-free products diabetes. (lactose), as well as refined sugar reasons, there must be two colleagues. On any could be included in the range? Be Good To Yourself (BGJY) is (sucrose). other late-night department, only one Is required. There are many yoghurts Please consider these suqgestions and let us get available for people with diabetes. the takings up after 5pm. Look for those which are both low fat and low calorie or "diet" brands. Jonathan Lagden, marketing manager, cutting queues concessions, replies: Gordon Robb, customer and trading sweet idea Thanks for your comments, Susan. We look to work support, Buchanan Galleries: David Adams, replenishment In partnership with our concessions, both on a As a Central store, we're extremely assistant, Coldhams Lane: national and local basis, and where concessions are busy over lunchtlmes, when we Why don't we sell sugar-free successful, a key ingredient is a good working tend to find people waiting in a sweets? Many customers ask for relationship with the store. queue for a simple Item such as a r them, yet all Sainsbury's can say is Part of this strong local relationship is cross- jacket potato. that It can't recommend any. marketing and involving the concession partner in Customers have frequently I have just returned from the US store activity. Your suggestion sounds like it could complained that it's frustratinq to the Food to Go counter, and the and brought back loads of them for work for everyone, so I will be contacting the two stand In one queue for hot food, and very good points you make. colleagues who have to go without concessions with this idea, as well as the JSR tea' then stand at checkouts to pay for The mission of Food to Go is sugar. If you need some samples, to see how we can progress this further. it. People near our store only qet to offer our customers good let me know, or get the buyers busy Thank you again for your excellent suggestion. half-an-hour to an hour for lunch, duality food, guickly and and fill this gap in the UK market! and half of It is wasted waltinq to conveniently. purchase qoods from our shop. However, as you rightly point Olimpia Lindgren, buying manager Surely there must be a better out, we do not make it easy or confectionery, replies: minimal, as the rate of sale tends way to solve this problem such as convenient, because customers Thanks David, I'd be happy for you to be low and historically, having a till at hot foods? I feel we have to gueue twice - once to be to send me some samples that we consumer demand is small. Also, could be losing business as people served and then again to pay! can look into sourcing ourselves. In until recently we weren't totally do not want to wait in queues just At the moment, we are busy the meantime, you'll be pleased to happy with the product quality. for their food to qo cold. finding the best solution. This is know we do sell sugar-free mint However, there are some new definitely an area where we can sweets and have just recently products coming on to the market Alex Donald, Food to Go buyer, improve our service to launched Cremosa lolly, which is a which are better quality. With the replies: customers, so thank you for sugar-free "Campino"-type recent media focus on obesity, etc, Thank you for your letter regarding raising this issue. product. and market trends towards being At the moment, the range is healthier, this is certainly

18 salient points

C|-*"'~ • '"5 P Barney, veteran: I live only 20 minutes' away from my nearest store. We don't have a computer, so we can't something the buying team will be shop on-line, and we don't have a car. And looking at closely. following several medical operations, I cannot carry a lot of heavy bags. bag alert Why doesn't Sainsbury's adopt the same Lorraine Warnock, customer policy as Iceland or Somerf ield, that If service assistant, Hamilton: shoppers spend more than £25 on goods, the We've been told customers and store will deliver them free? I like to choose colleagues are using too many my own shopping, so I would find this service carrier bags. I can't believe a very convenient. supermarket such as Sainsbury's I am sure there are other people in similar can place a limit on carrier bags - circumstances who would find this service a and it's causing a lot of stress. great help. It's been suggested we keep bags out of sight of customers, Claire Jones, senior brand rrianager service, and put out only what we feel is a replies: valid amount for their shopping - Thanks for your suggestion. The idea of • around seven or eight items per providing a service where the customer can bag. shop and Sainsbury's will then deliver their I do this, but guess what? shopping to their homes has been tested in Customers ask me to double bag one of our stores. them because the bags contain Unfortunately, we found demand for it more goods than normal, or they was low, and conseguently, it ended up being take bags from another cashier very expensive for Sainsbury's. When we and split what I have already asked customers whether they felt this was packed. the best way for us to invest, the response m I think we have to find a solution was that speed through the checkouts and which will keep everyone happy - help packing was more important. As a result, perhaps bringing back plastic there are no plans to continue this service boxes for car owners or paper bags, and roll it out to more stores. as used in the US. In fact, anything However, you can use Sainsbury's to You to enable Sainsbury's checkout to order your shopping for home delivery operators to go back to being the even if you don't have a computer. Customers happy-to-help men and women you can place an order using the phone, and the have all grown to love and expect. colleague on the other end will be able to see all of your "usual" products through your Beverley Whitfield, senior buyer Nectar card details. The phone number is procurement, replies: 0845 3012020 and lines are open Monday to I'm pleased to hear you have Saturday - 8am-10.30pm, and Sunday - customer service at the top of your 10am-6pm. agenda, but sorry to learn you feel carrier bags are detracting from doing your job well. demand, we improved the We agree the best way of Of course, we need to give the thickness of our bags a couple of reducing wastage is to encourage have your say customer enough bags to carry years ago so they are now among customers to use alternatives, so if If you have an idea you want to home his or her shopping, but we the strongest offered by shoppers want more bags, why not share with the world or you just must also be mindful of the cost supermarkets. This also means suggest a Bag For Life or an extra- want to get something off your and wastage in carrier bags. Did they will take more weight without strong Super Shopper available chest, drop a letter or e-mail to you i

19 have some fun

quick crossword

34. Unspecified amount (4) 35. Pop group (5) 37. Office workers (6) 38. Container used for boiling water (6) 39. English county (5)

DOWN 1. Volume of maps (5) in Red Letter 2. Soldier's jacket (5) 3. Public transport vehicle (3) 4. Off the right path (6) Days with AItu 5. Type of music (4) 6. Feeler (7) AItu - the great new snack bar - is available in-store 7. Panatella, for example (5) now in the healthfood aisle and forecourts for just 79p. 8. Number (5) For those looking for a healthy, great tasting snack, 13. Sure (7) AItu is made with nutritious and delicious ingredients 14. Stupid pupil (5) to fuel your body with natural energy and goodness 16. Childish fit of rage (7) rather than just satisfy hunger - making it perfect for 18. Complains bitterly (5) busy people who are looking for a healthy and tasty 21. Flies high (5) "on the go" snack. •BDIKiBB 23. Pubentertainment(7) AItu contains all of the five food groups needed for a balanced diet, no refined sugars or hydrogenated 26. Industrial protest (6) ACROSS 19. Managed (3) fats, and at least 20 per cent fruit and/or vegetables. 27. Emerge from an egg (5) 3. Light wood (5) 20. Showssignsoftiredness(5) With a choice of sweet and savoury bars, the varieties 28. Tendon (5) 9. Zodiac sign (6) 22. Criticism, informally (5) 30. Regularjourney available in Sainsbury's include Cranberry & 10. In a state of ignition (2,4) 24. Major artery (5) Boysenberry; Peach, Apricot & Almond; and Peanut, 1L Portly (5) 25. Noblemen (5) travelled (5) Cashew & Thai Sweet Chilli, so there is something to 12. Corrosive substance (4) 27. Belonging to him (3) 31. MrCushing,actor(5) satisfy everyone's taste buds. 15. Envoy, nnessenger, etc.(6) 29. Rider's foot support (7) 33. Girl or young woman (4) And to celebrate Altu's new product, one lucky 17. Temporal (7) 32. Brutish person (6) 36. Gender (3) winner will get the chance to win £500 of Red Letter Day vouchers, and five runners-up will win a pair of adidas trainers. For your chance to win, simply answer the guestion 9m^" below and send the form to the journal. entry form: crossword Please attach your completed crossword to this form

entry form: AItu name: Which AItu varieties are stocked in Sainsbury's? address: answer:

work location: contact tel no: name: Entries to: Competitions, the journal, J Sainsbury pic, 33 Holborn, London EC1N 2HT, to arrive no later address: I than 12 July Entrants must work for or be retired from the Sainsbury Group. Only one entry per person. I Photocopies are acceptable. One entry will be drawn from the hat to decide the winner. See entry ;; conditions on page 2. work location:

contact tel no: March competition winners solutions to May crossword Entries to: Competitions, the journal, J Sainsbury pic, Winning the £25 crossword is Maureen Dowsett, a veteran. Across: 5. Wife; 7. Cheapskate; S.Tory; 10.Trio; 12. Ewe; 13. Drudge; 33 Holborn, London EC1N 2HT to arrive no later than 12 July. Eddie Collier, also a veteran, won the £10 wordsearch. 16. Macho; 18. Mir; 20. i-spy; 21. Loaf; 22. Leg; 24. Early; 25. Lesion; Entrants must work for or be retired from the Sainsbury 26. Nee; 27. Core; 29. Calm; 33. Exorbitant; 34.Meai. Group. Only one entry per person. Photocopies are For a list of the winners in the rest of the competitions acceptable. See entry conditions on page 2. featured in the March issue, please send an SAE to the journal Down: 1. She; 2. Fair; 3. Osio; 4. Baa; 5. Wet; 6. Forte; 9. Begin; at the address on page 2. 10. Temple; 11. Rum; 13. Dozen; 14. Diil; 15. Groyne; 17. Ayes; 19. Often; 23. Gig; 25. Leave; 27. Cube; 28. Ruth; 30. f^ei; 31. Fog; 32. And, ^^^^•^••pn 1 •••••.MMIfllUiHC"^1^ w » Birmuta ^H

WM'•?^Wk' V^B • 1 0N£ ONE get down withVimto BEEF&m'*

With summer here, soft drinks will be flying off the shelves - and Vimto has given Purple Ronnie a D-l-S-C-0 makeover to celebrate. In addition, the drinks manufacturer has teamed up with the journal to offer one lucky reader 12 months' supply of Vimto. The winner will also receive a cash prize of £250 and an visibfenealth exclusive Vimto 70s Disco Kit to enjoy the perfect D-l-S-C-Q night out. For your chance to win, simply answer the question opposite and sendittof/ie/ouma/. witli Purina entry form: Vimto ONE What kind of makeover has Purple Ronnie been ^9 given? If you love your pet, they will love " you for feeding them new Purina answer:. ONE, a range of grocery-exclusive, super-premium cat and dog foods name:... launched by Nestle Purina. address: Specially developed to benefit your pet - both inside and out-with a Healthy Life ' work location:. Formula of anti-oxidants and contact tel no:. vitamins, Purina ONE ,•? strengthens the immune Entries to: Competitions, the journal, J Sainsbury pic, system and helps slow the < 33 Holborn, London, EC1N 2HT, to arrive no later than 12 July. Entrants must work for or be retired from the signs of ageing, providing :£«;; ,§ Sainsbury Group. Only one entry per person. Photocopies enhanced health for your pet 'W '*"" are acceptable. See entry conditions on page 2. for years to come. ;# ' The range covers all /I ' ' "' -»^ lifestages, with a variety of I delicious recipes created to provide visible health for today and tomorrow. Ensuring your pet has a healthy lifestyle is vital for a happy and long life - and the same goes for you. So, Purina Robinsons captures the ONE is offering four lucky readers the chance to win a of LivingWell day spa vouchers with special treatments. At Living Well, you and a friend can enjoy the fantastic spirit of summer facilities of its sensory hair and beauty spa, where you'll be able to retreat from everyday life and relax. So remember Robinsons, from leading soft drinks company Britvic Soft Drinks, is Purina ONE when you're next buying the pet food - for offering readers the chance to win one of eight garden games, to your pet's visible health, not just for today but for years to celebrate the launch of its biggest-ever promotion Capture the spirit come. ofsummer... For your chance to win, simply answer the question This promotion is part of Britvic's £31 million investment in the below and send your form to the journal. Robinsons brand. The campaign will see Robinsons linking once again with Wimbledon Tennis Championships in June as the official soft drink of the tournament. ^-,-.~.-.-.-.-.--.-.-.--.».--.».-.^ entry form: Nestle Purina ONE Forthechance i ri_t»;-,_-._- * What does the Purina ONE Healthy Life Formula towinahugeJenga I entry form: KODinSOnS i include? tower, a giant i Name the new campaign from Robinsons ' Connect 4, a i answer: volleyballset, I answer: J name: skittlessetor I name: j rounders • address: equipment, simply ^ address: _ answerthe ' _^^ ^^ _ ^ question right and ' " , work location: send your answer ' work location: J contact tel no: tothejournal. [ contact tel no: t Entries to: Competitions, the journal, J Sainsbury pic, I • 33 Holborn, London EC1N 2HT to arrive no later than 12 July. Entries to: Competitions, fheyourna/, J Sainsbury pic, | Entrants must work for or be retired from the Sainsbury ' 33Holborn,LondonEClN2HTtoarrivenolaterthan , Group. Only one entry per person. Photocopies are I 12 July Entrants must work for or be retired from the acceptable. See entry conditions on page 2. I SainsburyGroup.Oniyoneentryperperson.Photocopies y are acceptable. See entry conditions on page 2. i down your way

put your store on the map Have you got news for us? You can help put your store on the map. Just phone or e-mail us with the key points, Congratulations to OLDHAM, send a photo if you have one, and we'll do the which received a letter of thanks from COCKERMOUTH customer rest. You'll find the contact details for the Elaine Tudor for making her journal on page 2, so send us your story and parents'60th wedding we'll put your store on our map! anniversary so memorable. When the store found out about the couple's special day, colleagues arranged for gifts and flowers to be sent to them. Elaine said she was equally impressed with the standards her local store was setting. SYDENHAM SAVACENTRE proved something of a matchmaker for customers Claire Tickle and Paul Henesy. They wrote in to say that one year after exchanging furtive glances at each other over the cold meat counter in the store, they'll be catwalk models getting married! THIRTEEN COLLEAGUES at Keighley strutted their Steve Hansen, PTM at stuff on the catwalk to promote the new season's COLCHESTER AVENUE, has goods in the general merchandise range. Customers been involved with the Business In loved the fashion show - and were especially pleased The Community scheme for the to see the store using models of all shapes and sizes! past two years. Part of this Takings were up by seven per cent on the day. The involvement has been as a mentor event was arranged by Sue Leighton and compered by to a group of Year 10 children in a Brian Loughrey. Members of the regional sampling Cardiff secondary school. The aim team were also in attendance to offer wine and nibbles is to help the children in their to customers. academic work and any social problems they have. One of the group, Samantha Mansfield, has recently come second in a future chef 2004 competition. And finally here's a picture of a cake sent to the journal by APSLEY MILLS. It was made by Julie Prentice, who works on the night shift. Apparently, it shows the night shift team where they / \ should be - tucked up in bed after a hard night's work. upfortheCup! MIDDLESBROUGH ENJOYED celebrating its football team's first major trophy In 128 years after their victory In the Carling Cup against Bolton Wanderers. The store was given the opportunity to parade the trophy and allow customers to have their photographs taken with it - for a charitable donation. More than £250 was raised in aid of a local children's charity. bunny raises money COLLEAGUES AT Rye Park depot organised a raffle during an open day to collect money for the Richard House Children's Hospice. Pictured above with the giant bunny prize are (I to r) Kevin Phypers, Terry Jacobs, Dean Quintan and Martin Daniels. The event raised £1,500 for the charity. using their heads THE ELEVENTH annual SSA quiz final was bigger and better than ever before, with 41 teams competing from all locationsthroughoutthe Sainsbury Group. The final was held in March at the International Hotel, in London Docklands.The teams spent a weekend at the hotel and enjoyed a buffet, followed by presentations to the winning teams, and a disco on the evening of the event. Taking first place in the quiz was Bretton's "Moments of Uncertainty" team (left), with Pinner's "Five Tramps & A Bag Lady" coming second and Low Hall's "High & clocking in Low" third. SSA voluntary benefits LOCAL HERO Nicholas Cohen, who is 1st officer Joy Foley said: "A Pudsey Scout Leader when he's not special thank you to Ian worl

Taking time out from their busy schedules, the packaging design team spoke to the journal about how they'd like to work with Rolf Harris!

In a nutshell, what does the consults internal customers at SENT PACKING... packaging design team do? each stage of the design process. (I tor) Melissa Addey, Fiona We create clear, exciting pacl

next issue out in July ^^0 7695 6467, or see the e-* feature

I I tball's comina home what's in store? As the official supermarket of the England For all the best England and Portugal 2004 memorabilia, football team, Sainsbury's - like Sven and his sports gear and clothing there's only one place to shop this squad-also has its eyes on a prize this summer summer - Sainsbury's. In-store you'll find all sorts of great stuff, including... • replica home and away You can hardly have failed to notice - means we'll be making sure shelves England shirts Portugal 2004 is about to kick off are stocked with all the right 1 England beach towels and it seems the whole of Europe products - from big-brand beers to • official England 2004 has gone football crazy. Everywhere snacks and convenience foods, activity books you look, fans are wearing shirts quick and healthy recipe cards to M England mugs • official Euro 2004 guides declaring their national allegiance; decorations that wili transform the • England thermos flasks thetelevisionisawash with the living room into a palace of football. passionate about football as the I England pint glasses latest sguad news; budding "The opportunity really is quite fans who shop with us." • three lions mascots superstarsare dusting down their massive - especially if England go all The company is also making sure • inflatable England chairs boots and enjoying summer kick- the way." none of its stores are left out. So that I a selection of T-shirts, polo abouts in local parks. Indeed it is. In the few days before means you'l! find leading deals on shirts and vests available In It's a massive occasion for the England's game with Germany at the everything football-related, tips on the best meals for wannabe- become regular customers." ladies', gents' and kids' sizes • flags for the car entire continent, and presents last European Championship in whether you're in a main store, professional sports people. It'sclearly an Important "The opportunity really Is quite massive • gym bags. Sainsbury's with a sales opportunity 2000, Sainsbury's sold even more petrol station. Local or Central. Says Dominic: "The Portugal opportunity, and Sainsbury's is that's potentially more lucrative beer than in the run-up to Sainsbury's to You is also in on the 2004 theme will run throughout the doing all It can to make the most of It. - especially if England go all the way" than Christmas. Millennium night. And that's a lot of act, with great deals across its web entire estate. That really helps us But football-phobes need not worry beer. site, while Sainsbury's Bank is position ourselves as the first choice - the in-store event certainly won't they need, before heading quickly to ensuring aisles are fully stocked, are in-store. This is particularly feed the passion With this in mind, and to make running in-store promotions that for customers looking to ensure that, disturb those customers who are the checkout and back to the telly. No even when products are fiying off the important on the day of key games. Explains Dominic Warne, marketing sure the company capitalises this include an interactive game with at home, the tournament goes as completing their usual weekly shop. fuss. No hassle. Just convenience shelves with more pace than a goal- "If England don't progress, the manager for events and summer, Sainsbury's is making sure money-off prizes and Incentives for smoothly - and enjoyably - as What It will do Is make It gulck and and shelves of inspiration. bound David Beckham free kick. Portugal 2004 products will still be sponsorship: "This summer, families it is f/7e place to shop during the signing up for a credit card, pet possible." easy for those who just want to get "We've done all our research and Says Dominic: "in the hours available, but emphasis will move on want to watch the Championship Championship. That starts with insurance or savings product. in, grab their supplies and get out In know exactly what customers want," leading up to England matches, our to summer, if they do advance- from the comfort of their homes. sponsorship of the England team. Sainsbury's has even set up a web hitting the target time for kick-off. To achieve this aim, says Dominic. "Those products will stores will be Incredibly busy, so this which we really hope they do - we will The message we're getting out is "We get a lot out of the deal with site-www.salnsburys.co.uk/football Success is paramount. During main storeswlll create a short be positioned to make It easy for fans Is the time when colleagues must be all work even harder to make sure that Sainsbury's can feed their England," says Dominic. "It really -that offers downloadable Portugal previous sports tournaments, horseshoe-shaped path for fans to to get all their supplies In one go. To at their very best, ensuring every families can come to Satnsbury's and passion for the tournament. That demonstrates the fact that we're as 2004 Iron-on T-shirt designs and Sainsbury's has always catered for follow Into and out of the store. En make it better still, many of these checkout Is open and that all key get all the supplies necessary to fans' needs - making it a firm route they'll be able to pick up all Items will be promoted with market- tines are available on the shelves, enjoy England's games In the knock­ favourite with supporters and beating special offers. "It's going to be a testing - but out stages. medal mementos helping take significant business "That's the strength of this equally enjoyable-time and "The timescales Involved mean away from the ilkes of Tesco and campaign - we have the right provides a great opportunity for It's a bit like walking a tightrope, but Market-leading special offers, convenience and a passion for football - Asda. This year Sainsbury's will be products, In the right place at the Sainsbury's colleagues to show the plans are in place, and whatever that's what's driving footfall in stores this summer. That and Sainsbury's looking to repeat that success. But right price." they'rethe best In the business." happens on the field, I know official England medal collection. > Says Dominic Warne, marketing manager for events and sponsorship: more than that, It Is looking to use Its And we're not just talking about colleagues will ensure Sainsbury's "We know supporters enjoy sticker books and picture cards, but this is a performance to grow sales and best in the business colleagues In-store - the supply comes out a winner." higher guality and really affordable product and we're sure fans will enjoy encourage people Into stores. Of course, this is a time when chain must also be at its best. Says With hard work - and a bit of luck - collecting the entire set to keep as a memento of the Championship." Explains Dominic: "We want to show customerswlll need tip-top service Dominic: "While England are in the it can be a great summer both on and At the world cup in 1998 Sainsbury's ran a similar scheme. Today that our stores are great places to and that means getting the basics tournament, the supply chain will be off the pitch. incomplete sets of medals from that tournament are already fetching ^^^»>^^% shop, and ensure new customers right - providing great service and working to ensure the right products Come on England! bids of up to £40 at on-line auction sites such as eBay. If England win this tournament, who knows how much a complete set of medals will be worth in years to come? The medals and special collector albums are available now. $^i^.fk 12 13 feature

"It has really helped us focus on the left - which we felt really helped the mystery customer measure. our customers. Last year, our MCM score was 90 "I'm so proud of my team. We per cent but we've already started delivered perfect day two at the same this year on 94 per cent and we time as an in-store food safety audit want to keep upthe good work." and achieved full marks on both. A big it was a similar story at thank you to everyone who helped us it's got to achieve such great results." Washington Savacentre where the journal caught up with store Canley store was the setting for manager Chris Rowsby. newchief executive Justin King's first "Perfect day two went very business television recording just a well," says Chris. "The whole team couple of weeks before perfect day put in a tot of work throughout the two, and store manager Phil Harris store to achieve all the ticket was already focusing hard on store be perfect changes in time for trading. In standards. addition, colleagues worked hard on "It was really good to get praise in their own departments to raise the video from Justin on our ensuring that shelves are fully standards and cleanliness." availability and cleanliness," says PhiL Operational standards are top of the agenda stocked. Checkouts should be "initiatives such as perfect day are at Sainsbury's and Perfect Day is helping stores clean and clutter-free. Trolleys and improvement great opportunities to take pride in baskets should be readily When they had finished swapping working at Sainsbury's. Our to keep improving available. Entrances should be well the SELs over, Chris and his team colleagues want to show off their lit and easy to negotiate. And all tried to look at the store through stores and feel pride in their work. colleagues should concentrate on the eyes of the customer. And that's Getting feedback like this raises What's your idea of a perfect day? improvement in all stores visited as the customers. when they saw how things could be morale and that, in turn, improves For customers, it's simple - thiey a result, "But," says Sarah, "there Trading director Stephen further improved. customer service. want a shopping trip that's easy was the opportunity to do more. Nelson says: "We are embarking "AH the new SELs were correctly "Our standards are improving, and enjoyable. Andthat's why we introduced on a rigorous exercise at the positioned at the left of the replenishment is getting easier and That means entering a clean perfect day two as the vehicle to business centre to support the product," he says. "But the old customers are starting to notice the and uncluttered store, seeing welt- introduce customer friendly store operation by considerably labels were still centred beneath the difference. The ticketing changeover stocked shelves, finding the ticketing" reducing the quantity, and product. We thought this might went very well in our store and it all products they need - all accurately Over the bank holiday weekend improving the quality, of the range confuse customers so we got a helps to show off our stores to their priced - and then a quick and the new customer-friendly shelf- churn we send to stores. In team of colleagues and managers best advantage." hassle-free trip through the edge labels (SELs) were unveiled addition, we are striving towards together and moved every SEL to Nowthat really is a perfect day. checkout. whileall worn and damaged Selsafe reducingthe number of Sounds simple, but just how was replaced. After a mammoth promotions we offer in-store to standards. And colleagues there " Perfect day is easy is it to achieve in practice? ticketing exercise, stores opened drive key, meaningful promotional really got into the swing of things. what's it all about? Well, Sainsbury's first perfect day for business with great availability, activity only. These combined "The changeover went made wt,r in March was a great learning all ticketed correctly. pieces of work will significantly extremely well," says store about achieving perfect day one experience. So much so that help store operations and improve managerTim Dobinson. a dependable The first perfect day on 12 March was a great learning perfect day two came to stores on standards customer satisfaction by "Communication from the experience. Feedback from 90 visits included great service 4 May. "Clear tickets are really important stabilising the range, improving Holborn business centre was very sliopping being delivered at the checkouts and high standards on the Sarah Trowbridge, retail to customers," explains Sarah. customer availability, delivering clear. We knew exactly what we shop floor. All stores visited scored 100 per cent on the folli FUTURE support manager, customer "Products need to be clearly and PERFECT... tangible promotional activity and had to achieve-and we did it, and experience for questions: ; service, explains: "Perfect day is an accurately labelled and our new Friendly enabling stores to serve and meet more. • arecheckoutscleanandtidy? colleagues, clean opportunity to look at a store customer-friendly tickets really stores and well- our customers'needs." "The shop floor looks much customers" • is there relevant interaction at the service points? through the customer's eyes and help. They are much easier to read stocked shelves • presentation and cleanliness of the customer are priorities for Craigavon store has featured in better now. We really got ahead of ensure that we are delivering the and their new position at the left of customers the Grocer33 survey for high store ourselves with the ticketing service desk? operational standards they would the product will help customers changeover. It was hard work but it • are all scorecards up-to-date with completed actions? expect. To do this, at Holborn we find the price easily. really has paid dividends. There's •riaaa*"*^ — reducethe amount of "This isn't just about getting only one way to do things - properly, perfect day two communication and work going things righton one day only. first time - and perfect day has • move to customer-friendly tickets, replacing up to 10,000 down to the store to leave them Perfect day gives colleagues the helped us. tickets in each store free to focus on shop floor chance to concentrate on resetting "Everyone at Craigavon knows • 100 per cent accuracy of SELs across the store by standards." storestandards.Thenit'suptous that perfect day is about trying to Tuesday 4 May Perfect day one concentrated all to keep those standards high achieve a dependable shopping • dress all SELs to the left side of the product on setting the operational throughout the year." experience forourcustomers and I • momentsofcertaintytobeachieved standards-display disciplines, Of course there's a lot more to felt it was organised to help us • 80 per cent of stores achieving 77 per cent on service hygiene, accuracy of ticketing, perfect day than ticketing. The achieve that. It was a challenge but from period 1 clear car parks and clean customer warehouseand replenishment we are really seeing the benefits • clean stores toilets - and there was a huge teams have a huge part to play in now and so are our customers.

14 15 news

what colleagues

cm Read, assistant checkout manager. Kiln Lane: "Customers can be wary of using checkouts are doing it for themselves self-checkouts, so the system must be introduced properly. criterion is a high percentage of "We encourage customers to use Self-checkouts are transforming basket shoppers at busy times - this them by qoing along the checkouts can create queues, which gives us a when we're busy and asking those basket shopping by helping reduce great opportunity to use self- queuing with baskets if they want to use the self-checkouts. We've also checkouts." queue tinnes and free up colleagues for tried closing the express basket till And if self-checkouts go into when it's quieter so customers then other roles in-store • more stores, Sainsbury's investment use the self-checkouts." in Repos to create the same information systems throughout all Chakra Thapa, senior administrative With 232 self-checkouts in 58 with more customers more quickly. stores will prove, once again, to be a supervisor, Waterloo Local: stores, Sainsbury's has the highest "The average waiting time on major advantage. "People have been interested in the new technology and are keen to use number of self-checkouts in these tills is just 30 seconds - and James explains: "This is a first- It. This is a huge benefit to our store Europe. But this number is set to the advantage in space saving is class example of how we're able to because we're always very busy, and grow because the competition, also increasing the capacity of the capitalise on our investment in by using self-checkouts, customers including Tesco, Asda and Marks & store." store systems. We'll be able roll out are reducing their queuing times. Spencer, is fierce. Seven stores piloted the self-checkout without having to "We encourage customers to use Says self-checkout project initiative last July, and such was modify it at every store, and there'll the self-checkout and will take them manager James Pitt: "The proof their success, that Sainsbury's be no restrictions as to which stores through the process if they are using it for the first time. It's guite that self-checkouts are here to stay accelerated the programme and can get it." simple to operate, so they've is that every company currently installed setf-checkouts in 25 stores The majority of self-checkouts learned to use self-checkouts very usinqthem is investing more than by Christmas. The few teething have gone into main stores, such as quickly." ever before in this system." problems caused by the pace of the Kiln Lane in Epsom, which has seen So what makes self-checkouts roll-out were resolved by stores customer usage increase by 30 per Carol Cotton, customer and trading so popular? promptly reporting them to the IT cent recently. However, with support for checkouts. Lewes Road: Basically, they offer customers servicedesk. Sainsbury's rapidly increasing its "It benefits us greatly. Many of our added convenience and extra That self-checkouts were presence in the convenience sector, customers are students, and self- checkouts are perfect for them - choice. Customers can scan their installed soquickly is down to the this is another area Sainsbury's is they love the convenience. own items, put them in a carrier bag tremendous efforts of the workload targeting. Says James: "We want "It's important the people who and pay using cash or a bankcard, planning and retail implementation locations where the majority of work on self-checkouts are skilled In while still collecting their Nectar teams who made sure the project says: "The aim of self-checkouts has customers are basket-carrying and their use and are able to encourage points. Self-checkouts even offer was delivered on time in stores. always been to improve customer in a hurry - such as central city customers to use them. cashback. Shoppers are guided The checkouts are generally service by giving shoppers an stores which get very busy around "There have been some teething problems, but the engineers offer through each stage by an arranged in fours, with one alternative means of paying. We're lunchtime." good support. interactive touch screen and audio dedicated attendant instructing looking at testing eight self- Two smaller stores are already "And self-checkouts free up prompts. customers on how to use them, checkouts in a store, but that would using self-checkouts. Two have colleagues to work elsewhere in the Designed for a small basket checking age restrictions, dealing be the limit. been placed in Headcorn Local in store." shop, self-checkouts take up so with queries and ensuring "Self-checkouts don't suit all Kent, and 30 per cent of customers little space they are helping reduce everything runs smoothly. customers, but they do give basket are regularly going through them. queue times for customers. James With self-checkoutsonly shoppers a chance to reduce their Meanwhile, a more compact mini continues: "Typically, stores have needing one attendant, colleagues queuing timesand shop at their self-checkout is proving extremely replaced two standard tills with four are being freed up to help other own pace." popular in central London's self-checkouts, helping them deal customers on the shop floor. James And feedback from customers, Waterloo Local. colleagues and stores so far "We're currently looking at how suggests self-checkouts have a chance to interact with customers, colleagues operating five much benefit we can get out of a bright future. "A huge amount of and the technology means checkouts, so customers get the variety of self-checkouts," says Repos project leader Malcolm replenishment colleaguesaren't service they want - but the store can James. Davies explains: "Customer time has been called tothetillsasoften. be more flexible when organising "A huge amount of time has reaction has been overwhelmingly "tt also allows stores to be more shifts at those times. And that's a been spent making sure the positive. We've had a number spent making sure flexible with their scheduling, real benefit for colleagues." systems are easy to use." of comments telling us how especially early in the morning and However, self-checkouts are not This addition to customer choice easy, enjoyable and quick the the systems are late at night." suitable for all stores. Says James: has already made a huge difference. system is." Hecontinues:"lfweopenupa "We're evaluating how many more But it's going to get better still as And as for stores. James adds: easy to use" seif-checkout together with a stores self-checkouts would be more customers benefit from more "Colleagues say it gives them more normal checkout, that provides two suitable to go into. The main choice at the checkout.

16 have some fun

•4 get down with Vimto quick crossword With summer here, soft drinks will be flying off the shelves - and Vimto has given Purple Ronnie a D-l-S-C-0 makeover to celebrate. In addition, the drinks manufacturer has teamed up with the journal to offer one lucky 34. Unspecified amount (4) reader 12 months'supply of Vimto. The winner will also receive a cash prize of £250 and an visible health 35. Popgroup(5) exclusive Vimto 70s Disco Kit to enjoy the perfect D-l-S-C-0 night out. 37. Office workers (6) For your chance to win, simply answer the question opposite and 38. Container used for boiling sendittof/iejourna/. with Purina water(6) 39. English county (5)

entryform: VimtO " DOWN ONE What kind of makeover has Purple Ronnie been 1. Volume of maps (5) fi» given? win Red Letter 2. Soldier'sjacket(5) If you love your pet, they will love 3. Public transport vehicleO) you for feeding them new Purina answer 4. Off the right path (6) ONE, a range of grocery-exclusive, super-premium cat and dog foods , Days with AItu 5. Type of music (4) name: vf launched by Nestle Purina. 6. Feeler (7) address: Specially developed to i Alto - the great new snack bar - is available In-store 7. Panatella.forexample(5) benefit your pet - both inside now In the healthfood aisle and forecourts for Just 79p. 8. Number (5) ^1^// and out-with a Healthy Life For those looking for a healthy, great tasting snack, 13. Sure (7) Formula of anti-oxidants and AItu Is made with nutritious and delicious Ingredients work location: IJMW fii 14. Stupidpupil{5) vitamins, Purina ONE to fuel your body with natural energy and goodness 16. Childish fit of rage{7) contact tel no: |^ strengthens the immune rather than just satisfy hunger - making it perfect for 18. Complains bitterly (5) system and helps slow the busy people who are looking for a healthy and tasty Entries to:Competitions,(rteyDtjmd/, J Sainsbury pic, ^ ;<^^;^™ 21. Flies high (5) signs of ageing, providing i "on the go" snack. 33 Molborn, London, ECIN 2HT to arrive no laterttian [^p^^V 'BBIH-IDB 23. Pub entertainment (7) 12 July Entrants must work for or be retired from the enhanced health for your pet AItu contains all of the five food groups needed for 26. Industrial protest (6) Sainsbury Group. Only one entry per person. Photocopies for years to come. a balanced diet, no refined sugars or hydrogenated ACROSS 19. Managed (3) are acceptable. See entry conditions on page 2. | Therangecoversall fats, and at least 20 per cent fruit and/or vegetables. 27. Emerge from an egg (5) 3. Lightwood(5) 20. Showssignsoftiredness<5) lifestages, with a variety of With a choice of sweet and savoury bars, the varieties 28. Tendon (5) 9. Zodiacsign(6) 22. Criticism, informally (5) 30. Regular journey delicious recipes created to available in Sainsbury's include Cranberry & 10. Inastateof ignition(2,4) 24. Major artery (5) provide visible health for today and tomorrow. Boysenberry; Peach, Apricot & Almond; and Peanut, 11. Portly(5) 25. Noblemen (5) travelled (5) Ensuring your pet has a healthy lifestyle is vital for a Cashew & Thai Sweet Chilli, so there is something to 12. Corrosive substance (4) 27. Belonging to him (3) 31. MrCushing,actor(5) happy and long life - and the same goes for you. So, Purina satisfy everyone's taste buds. 15. Envoy, messenger, etc. (6) 29. Rider's foot support (7) 33. Giri or young woman (4) ONE is offering four lucky readers the chance to win a pair And to celebrate Altu's new product, one lucky 17. Temporal(7) 32. Brutish person (6) 36. Gender (3) Robinsons captures the of LivingWell day spa vouchers with special treatments. winner will get the chance to win £500 of Red Letter At Living Well, you and a friend can enjoy the fantastic Day vouchers, and five runners-up will win a pair of facilities of its sensory hair and beauty spa. where you'll be adidas trainers. spirit of summer able to retreat from everyday life and relax. So remember For your chance to win, simply answer the question Robinsons, from leading soft drinks company Britvic Soft Drinks, is Purina ONE when you're next buying the pet food-for below and send the form to the journal. entry form: crossword offering readers the chance to win one of eight garden games, to your pet's visible health, not just for today but for years to celebrate the launch of its biggest-ever promotion Capture ttie spirit come. Please attach your completed crossword to this form ofsummer... For your chance to win, simply answer the question entryform: AItU name: This promotion is part of Britvic's £31 million investment in the below and send your form to tfie/ourna/. Robinsons brand. The campaign will see Robinsons linking once address: Which AItu varieties are stocked in Sainsbury's? again with Wimbledon Tennis Championships in June as the official answer: softdrinkofthe tournament. entryform: Nestle Purina ONE Forthechance What does the Purina ONE Healthy Life Formula work location: entry form: Robinsons '^owinahugeJenga include? contact tel no: lower, a giant Name the new campaign from Robinsons name: Connect 4, a answer: Entries to: Competitions, the journal, J Sainsbury pic, 33 Holborn, London EC1N 2HT, to arrive no later volleyball set, answer: address: than12July. Entrants must work for or be retired from the Sainsbury Group. Only one entry per person name: Photocopies are acceptable. One entry will be drawn from the hat to decide the winner. See entry skittles set or name: conditions on page 2. rounders address: equipment, simply address:. work location: answerthe contact tel no: question right and work location: March competition winners solutions to May crossword send your answer work location:. Entries to: Competitions, the journal, J Sainsbury pic, contact tel no: Winning the £25 crossword is Maureen Dowsett, a veteran. Across; 5, Wile. 7,CheaDsi>ale; 8. Tory; lO.Trjo; 12. Ewe; B.Drudge: 33 Holborn, London EC1N 2HT to arrive no later than 12 July. to thejournal. Eddie Collier, also a veteran, won the £10 wordsearch. 16.Macho: ta.Mir: zo.l-spy; 21.Loaf: 22,Leg: 24.Earlv: 25.Lesion: contact tel no:. Entrants must work for or be retired from the Sainsbury 26.Nee: 27,Core: 29,Calm: 33-Exofbttant: 34,Meal, Entries to: Competitions, thejournal. J Sainsbury pic, Group. Only one entry per person. Photocopies are For a list of the winners in tfie rest of the competitions Entries to: Competitions, the journal, J Sainsbury pic, 33 Holborn, London ECIN 2HT to arrive no later than 12 July. acceptable. See entry conditions on page 2. featured in the March issue, please send an SAE to thejournal Down: 1, She; 2. Fair; 3. Oslo; 4. Baa: 5, Wet; 6. Forte; 9. Beqm: 33 Holborn, London ECIN 2HT to arrive no later than Entrants must work for or be retired from the Sainsbury at the address on page 2. 10. Tempie; II. Rum; 13. Dozen; 14. Dill; 15. Groyne; 17. Ayes: 19. Often: 12 July. Entrants must work for or be retired from the Group. Only one entry per person. Photocopies are 23. Gig; 25. Leave; 27. Cut>e; 28. Ruth; 30. Mel; 31. Fog; 32, And. Sainsbury Group. Only one entry per person. Photocopies acceptable. See entry conditions on page 2. are acceptable. See entry conditions on page2.

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