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M M There has been a fantastic reaction M Mto the launch of "Sainsbury's - Try nside. something new today." Thank you for all your efforts to make the launch a success. In In the news store, the PCS looks great and supply chain 3 Four in a row in Grocer 33 colleagues have worked hard to ensure that price clnecl< the right products are in store for our customers. I hope you all enjoyed your free Your news samples and you are trying new products and 5 Emerald Park wins Investors recommending them to your friends. In People In this edition there 6 Lambandbeef by royal is a full report on the appointment '•'•7 SotnSthih\Q recent management 7 Cheesey grins at Burnley J conference where we 8 Access for all at Warren Heath unveiled the new look Industry news ^^^ Way for our external 17 How the profit protection group advertising. It's been in is tackling theft and fraud store for three weeks now and our customers are telling us how much they like it! The feedback Features on the conference h'as been very good and you 9 Secrets of success at the will have received a briefing from your manager. retail awards It was great we were also able to celebrate 10 News from the management success and reward colleagues who are living conference the values in their work every day 19 Linlithgow colleagues try We have some great sales opportunities something new 21 How stores celebrated coming up with Halloween and Bonfire Night. For Active Kids Halloween we have some fantastic products in stores suitable for ghosts and ghouls of all ages! People news These include confectionery, TU fancy dress 16 TellJustin costumes for children and some great cakes and 20 Shining Stars biscuits available from the bakery counter. For Bonfire Night, more stores this year are selling fireworks, so we really have everything in store 18 Introducing UK-grown kiwi for some great parties. fruits and the gratsuma Christmas is fast approaching and I am Competitions delighted we have once again increased the colleague discount to 15 per cent. This increase 24 Win Orange Experience/ starts on 13 October and runs until close of Red Letter vouchers and bottles of Pimm's business on Wednesday 11 January 2006. This means we have three months and four pay days to take advantage of this extra discount and hope you will all try something new next time you are shopping in store! Trade wel ff dv< ^ \A^»w Inthenews Keep up to date with the latest news across the company
Great catch at seafood awards prices lowered since January '05
sainsburys.co.uk Sainsburv's Great four value in Grocer 33 Proof that Sainsbury's was more to come the By 17 September, the top products are great value came following week when slot was still unchanged, as Sainsbury's has picked up from The Grocer33 pricing Sainsbury's maintained its Sainsbury's continued to first prize In the multiple survey not once, not twice... but foothold on the top slot. The provide the cheapest basket and category at this year's four times in a row! Grocer said that Sainsbury's claimed the prize for the fourth Seafood Retailer of the Year Sainsbury's won the top slot was "guite comfortably week in a row. awards - for the second year for the first time on 27 August cheaper than its nearest "This is excellent news, and it running. when The Grocer reported: competitors." proves that customers are Being first to market "This week's results really do The followino week saw seeing a difference. So far this mussel tanks and prove that Sainsbury's is now a Sainsbury's complete the hat- year, we have reduced 8,000 implementing a successful serious contender in the trick, winning the cheapest prices... and counting," said in-store sampling campaign multiple grocery sector's price shopping basket for the third Justin King. were just a couple of battle." consecutive week. And the cost At the same time as Initiatives that made As this was Sainsbury's first of the basket was an Sainsbury's was being rated the Sainsbury's submission win, the magazine described it impressive 41p cheaper than cheapest, Asda and Tesco were stand out from the rest. as a surprise victory. But there the previous week. both claiming they were. The judges praised Sainsbury's commitment to sourcing fish from sustainable fisheries and I Best cellars maintaining Its involvement The BWS team has done i in many environmental again - they've won the o initiatives. Praise also came Wine Supermarket of the for developing relationships award at the Internationa with local suppliers and Challenge Awards. communicating extremely Wine category manag well with customers. Jane Hughes was delight Fish category manager Cheers... nf ^ ^^ with the win. She said: "We're The BWS team ^ Melanie Sachdeva was thrilled. We have now won four celebrates on H 1 ^H delighted to retain the - the night • of five major industry awards IH trophy. She said: "It's an and this is thanks to the thank^Rq^^^^^^^^^^H ^^^^^^^^^^|R^^^i honour to receive this great dedication and hard work put in The judflllHHHl IHHHHHpie Year a\ award for two years running. by our teams right through impressed by the high level of the Sainsbury's Reserve We have continued to drive from store colleagues to our training colleagues receive, as Selection Chilean Caberne product innovation and expert buyers. If you work with well as in-store merchandising Sauvignon 2003 also recei guality, and worked hard to wine, then you have and the information offered to one of the Great Value Red educate and inspire our contributed to this award - so customers. Wines of the Year trophies. customers about fish." Yournews All the news from around Sainsbury's
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Emerald Park is the latest depot to something we strive for." be awarded Retail Service Centre The retail service desk. In status - thanks to the hard work of particular, has received good colleagues In achieving their key feedback from stores. Steve performance Indicators. Bourne, duty manager at The depot was set challenging Emersons Green, told the Journal: targets in pick accuracy, schedule "The team try to do as much as adherence and service levels, they can to help us. Now they look and performance at all levels at our forecasts and if we have an has steadily Improved throughout issue with availability, they will try the year. to get stock in from elsewhere. General manager Nigel Brigden They have definitely improved In said: "Our performance on orders the last year, and they deserve In transit has been consistent, this success." which is particularly pleasing as we move an average of 200,000 Investors In People cases each week. In addition, our Meanwhile colleagues are also schedule adherence has improved celebrating after winning along with our pick accuracy. As a Investors In People accreditation. site, continual Improvement Is Nigel Brigden explained: "We first applied for Investors In People back in May 2004 but that time we failed to meet all the criteria. The assessors gave us feedback on how we could improve and that spurred us on to try again this year. "We worked hard on improving communication and training and we introduced regular, effective Ms with colleagues in all departments." In May 2005, two assessors returned to the site and gave the good news that the site had passed. "Needless to say, we were delighted with the accreditation," said Nigel. "It's a credit to all colleagues at Emerald Park."
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of making Sainsbury's great agaii Look out for more information in the October monthly briefing and your chance to apply in November. Bags of potential
Have you ever wondered how much it costs to give away free carrier bags to customers? Well, last year it was a whopping £16 million - and that figure is set to rise. And then there's the environmental impact, too. In 2004, over 10,000 tonnes of waste was produced as a result of giving away these bags. Although larger stores offer plastic bag recycling units, many customers would prefer to '"Many customers use fewer carrier bags in the first place. would prefer to use Bags for Life That's why Sainsbury's is fewer carrier bags promoting the use of reuseable bags such as Bags for Life, Super Shopper bags, wine carriers and the price was reduced - proving Austin power cool bags. They're stylish, sturdy, that customers can spot a they've had a trendy new bargain when they see one! Stuart Austin from Waltham to deliver the handbag in person makeover, and they're in stores Point depot certainly went - a distance of eight miles. from mid October. Stylish and sturdy the extra mile for a customer When he arrived at the Bags for Life are bigger and Wine carriers have been a hit when he found a handbag in a house, the elderly couple were easier to pack so customers with customers, too. These rubbish bin. quite shocked to see Stuart spend less time at the checkouts. sturdy bags have six handy On his way home from work, wearing a Sainsbury's uniform And that's not all - profits from compartments for wine or Stuart noticed the new-looking because they were shopping in Bags for Life go to charity so champagne and they sell for just handbag in a bin. Enfield store when the handbag they help you do your bit for 50p. Since they've been Thinking it had been lost or was stolen! charity and the environment, too. available, the use of disposable stolen, he opened it and found a The couple had nothing but Super Shoppers also reduce cardboard carriers has halved. diary, credit cards, door keys, a praise for store colleagues who gueues at the checkouts. The New cool bags are also a pension book, bible, rosary allowed them to finish their bags were reduced to just 25p bargain at 50p. They provide the beads, an inhaler along with an shopping and also made sure from 10 August to 7 September - perfect method of keeping frozen empty purse. they got home safely. Stuart's and they've been flying off the and chilled food cool on the way He immediately phoned the quick thinking made them shelves. In fact, sales have home. And they also cut down on number In the diary and offered doubly grateful to Sainsbury's. increased by 340 per cent since the use of carrier bags.
Sainsbury's has Lamb and beef by royal appointment been listed in the Dow Jones Lamb and beef reared in the features a view of the Castle far north of Scotland will of Mey from the walled garden, sustainability soon be on sale at 23 binding together the Castle's index which helps Sainsbury's stores thanks to long royal association with an initiative launched by the produce of the area. the investment HRH Prince Charles, The The area of the North community make Duke of Rothesay, on behalf Highlands is close to the of the Northern Highlands Prince's heart. He hopes that more informed Initiative. this new initiative will make a The meat will be sold real difference to Its long- decisions on under a new brand - Mey term future by building on its behalf of their Selections. All Mey local distinctiveness and Selections products will identity. success, more products such clients and tracks carry the Prince's signature Sainsbury's is to be the as cheese and whisky may sustainability and a watercolour he sole multiple retailer for Mey follow the lamb and beef onto painted. The painting performance. Selections. If the project is a Sainsbury's shelves. What's in a name? Meet Mary Salmon, a food technologist on deli products - and one of her products (you've guessed it) is salmon pate! Do you have an appropriate name for your job? The media centre is on the ^ lookout for colleagues with Christmassy \. names to be Christmas ambassadors for their store. So if you've got a Mary Christmas, a Noel Mistletoe, Holly Cracker or even a Cliff Richard in your store or depot, then contact Melanie Etches in the media centre on 020 7695 8451 and she'll help you get publicity for Sainsbury's and your store. The first 20 responses will receive a bag of Christmas goodies so get dialling now.
"We were over the moon when we heard we had won Burnley deli say cheese Burnley deli colleagues are full of cheesey testing her knowledge of the products. grins after becoming Northern Regional Catherine said: "Lynne is completely Winner in the Retail Cheese Awards passionate about our food - especially deli sponsored by Dairy Crest and The Grocer. products - and I'm sure that contributed to "It's the first time we've entered an our success. We've got a great bunch of award like this," said CTS Catherine O'Kane, colleagues on the counter and their "so we were over the moon when we heard enthusiasm shines through." we had won." Lynne and Catherine went to the Catherine and her colleague Lynne prestigious awards lunch on 6 September Chapman decided to enter the awards back in at London's Cafe Royal, where they were March. They sent off the application form presented with a plaque and £500 to share along with photos of the deli counter and among the deli colleagues. Sadly, they waited to hear the results. But first they were pipped to the post of overall winner received an unannounced visit from the judges but, undaunted, they're determined to try who asked Lynne lots of searching questions, again next year.
CUSTOMER CORNER
Where can I go to get page and will help direct early, we're helping our Q details on all Sainsbury's customers to some of our other customers spread the cost of products and services? websites and relevant contact Christmas so there's no need for With the re-launch of the new details for information. the last minute rush! A look public website last If you get a chance, have a look month (www.sainsburys.co.uk), we at the new-look website and the Why have my nectarines and have published some useful customer service page. Q peaches gone off so guickly? Question and Answers under the We have put strict controls headings of our food, our How can Sainsbury's help A in place to ensure only the company and our services. Q with the cost of Christmas? freshest products are packed, The Q&As will answer some of For the whole of October this while selecting only those the questions most frequently A year, we are running an event varieties that have good asked by our customers visiting in most of our stores to give one- conservation and shelf life. The the website. It will feature as part third off Christmas gifting fruit is also rotated as quickly as of the dedicated customer service products. Because this is starting a possible. V
Joining Shaw-fir the pension success sainsbury's Local is simple Four of the five stores Sainsbury's and Legal & bought from Shaws have now General have introduced been converted to Sainsbury's simplified joining for the Locals. stakeholder pension. All you The first, at Maidenhea( have to do to join the opened in July swiftly stakeholder pension is followed by Stanwell, Woki complete and sign a one- and Camberley. The final s page form. There are no at Chessinqton will open its complicated application doors as a Sainsbury's before forms or questions. This Christmas. means that it is now even All 227 colleagues 4 simpler for colleagues to employed by Shaws were 1 , take advantage of the offered jobs with Sainsbury's. company contribution of up The local mayor attended to six per cent of the first opening at pensionable pay and free Maidenhead while entertaim life cover. kept the crowds amused. | Interested colleagues The store has proved vei| should phone the help line at popular in the area. "We tooi Legal & General on 0845 £15,000 on the first day," said making i''^ * 302 0323 for an application Liz Barker, area manager for pack or to speak to an region 75. "Sales have settle adviser. Calls are charged at down since then but we're ^ local rates and may be doing well against our budge.. monitored and recorded. Access for all •1 Respect for the individual at Warren Heath 1
Warren Heath colleagues are example, Margaret Peddar celebrating being nominated for needed a specially adapted chair an award for their work in to help her work on checkouts. recruiting and retaining disabled We were able to source this colleagues. guite easily and Margaret is now Personnel and training happy and comfortable in her manager Lisa Simister explained: work. It's a small thing for us to "We've always believed that do but it's made a big difference disabled to Margaret." colleagues have a The Papworth Trust was so lotto offer impressed with the store's Sainsbury's so commitment that it nominated we work with Sainsbury's for the award run by the Papworth the Royal Association for Trust to find Disability and Rehabilitation the best (RADAR) saying: "Leading by candidates for the example of being positive our jobs- about disability in the workplace whether they and supportive of individual are disabled or needs prompts other disabled able-bodied. potential employees to apply to "We now have work in the environment." a number of The whole team have now got disabled their fingers crossed to find out colleagues and we if they have won their category do our best to make at the awards ceremony on 5 reasonable December. "It's an honour to be adjustments to nominated," said Lisa. "So make their working imagine how excited we'll be if lives easier. For we win!" Leadingtheway Product knowledge is a vital element of successful customer service whether the department is customer facing or taking orders on the phone, as two more of this year's retail award winners demonstrate Keeping up appearances Confidence and competency are have been on the company's! the cornerstones of the award- intermediate course. We hav winning Torquay dell an excellent team and new department, according to dell colleagues are always keen manager Pam Mellish. learn - they understand that "Customers expect to see a they look good if they know i>j freshly stocked, attractive what they're doing. counter and they like to watch "Product knowledge is also their food being professionally important and that's especially carved or weighed out in front so as the range we've stocke ' of them. has grown over the years. F "Since I started here when example, we sell lots of the store opened 14 years ago different cheeses and our we've moved towards more customers have a much better hand-carved meats and away appreciation of cheese varieties from pre-packed products. - it's no longer just cheddar. We That's meant training is need to know whether a certain essential because we carry out cheese is vegetarian, or local, c A I t a lot of the preparation In front or pasteurised so that we can /TfeBs.^eS.1^- -T^.. 4' of our customers. Our deli give accurate advice. Enjoying deputy Sue Sleeman has the product and knowing about Hi^lA attended the hand-carved meat the regions and flavours is a big course and other colleagu" kl / » ^jjj Communication and lots of team spirit In the Rustington Sainsbury's to better service. We have a You department in West Sussex, marshall who ensures that all a combination of teamworking - the relevant product Is ready in both within the department and the right lane at the start of the with store colleagues - and day and this reduces loading knowledge of the customer errors, which in turn minimises contributed to this year's retail complaints. It's very much a award success. team effort. "We never forget that our "Our shoppers are also drivers are part of the overall confident about making _ . , Sainsbury's to You operation," decisions on behalf of their ^*^'linSO said manager James Anderson. customers. In many cases if "So we ensure that before the they're working a regular shift .0 yc drivers come on shift, all their they get to know what their ambient products are customers will be happy with if already loaded for the requested product isn't them. This gives them available - that knowledge is a few minutes extra extremely useful and, once of the overall Sainsbury's to You operation for each delivery, again, contributes to our low allowing them to provide a complaint rate. II Sainsbu# I vu •SCMAWUKQ K«*VJ few
achieving tine new, touglier mystery customer measure • 110,000 coileagues received a bonus ttiis year • Tell Justin has received 8,500 suggestions and 1,000 of those have been implemented • 90 per cent of colleagues completed Talkback • 8,000 prices have been reduced... and counting • Sainsbury's achieved the lowest priced basket in the Grocer 33 for four weeks in a row • Average out-of-stocks have reduced from 2,000 to 440 • There have been positive like- for-like sales for three successive guarters • 88 per cent of colleagues recommend Sainsbury's products. "These are fantastic achievements in just 11 months," Monkey business said Justin. But he warned against complacency. "We have achieved a great deal but we need to move Notice anything unusual about this photo? Did you on at least as much again in the next 12 months. There is still spot the gorilla? That's more than some customers did! more to do to make Sainsbury's great again."
Did your manager come back from give them inspiration on new Great ape... A gorilla gets the management conference products to try and how to friendly with talking about gorillas? Then you cook different dishes. And that's delegates at the know the thinking behind how Sainsburys Try something management Sainsbury's new ad campaign. new today was born. conference Research shows that customers Managers got a sneak preview "sleep shop" - they buy the same of the new ad campaign at the products every time they visit the management conference at supermarket. There's a huge range Cheltenham in September. of 30,000 products at Sainsbury's The conference was also a but most customers buy from a list chance for Justin King to look back of just 150. on a year of progress - and there So Sainsbury's tested out the was a lot to celebrate: theory. They dressed a man in a • Customer satisfaction is the gorilla suit and sent him round a highest it has been for two years store. When the cashiers asked • 57 per cent of stores are now customers if they noticed anything different in the store, they found nobody had noticed a thing! The research also showed that customers would like Sainsbury's to much again in the next 12 months lAfi^O ipdouA
Sainsbury'snewad campaign is set to fire up customers' imagination ,.you J ""eiti vjlfu L •••-""J. •'•"lie), Customer director Gwyn Burr unveiled Sainsbury's new advertising campaign - try something new today at the management conference. It's a new departure for Sainsbury's and will appear on all TV and newspaper advertising as well ta5Teb«tinSe«5on. %:>'x; as on point of sale. Leeks v "It's a simple concept that we 'is 5«ft Cream •% can use in everything we do," said \^o 'Q». Gwyn. "Try something new today £1.51 is about so much more than advertising. The great thing about it is how we can relate to it in our day-to-day jobs no matter where V* we work. We can all try a new product, we can think of ways how we can serve our customers even f'ci better - we can suggest to them that they might like to try something new or different." The new campaign is based on the fact that most people "sleep shop". This means that they buy the same products every time Recipe for they go shopping without taking success... New recipe time to look at new products, let cards give alone buy them or even think customers lots about new ideas they could use in of suggestions for quick and easy their everyday cooking. meals Proof that customers "sleep shop" came with the new Jamie Oliver advert showing a gorilla walking round the store - yet e can all try a new product, we can think of customers didn't really notice any difference in the store as they ways how we can serve our customers even shopped! better - we can suggest to them that they TV quick... Jamie Oliver encourages customers to try new recipes in the TV ad iTii<|ht like to try something new or differAnf" Thebigpicture Headline news from the management conference
New strategyB for JISQ •H Restaurants Retail director Ken McMeikan had great news for JS 'Wf/.^': Restaurants colleagues - they %x will continue to be managed by Sainsbury's. "I have met many colleagues who believe we can run our restaurants better than anyone so we'll be doing \- just that." However, the restaurants currently run by Eurest will not be transferred back to Sainsbury's. "We have to fix the basics to ensure that all JS Restaurants are fit for purpose by the end of I ;i the financial year and we are recruiting an operational support team to support stores in driving sales and What WrfTbid? raising operational standards." Christmas is coming- and Sainsbury's has PRODUCT BOARD SPONSOR Dows Trademark Finest Reserve Rort Justin Kinq already identified 11 Becks and Stella Artois multipacks Gwyn Burr hero lines where there's Lawrence Christensen Frozen party bites Mike Coupe potential for sales Sr-= . . , ....,a.< Hamish Elvidge uplift. Each of these 300g cranberries Tim Fallowfield lines is being supported General merchandise Jim McCarthy electrical products by a board director - Sainsbury's deep filled mince pies Tim Pile so make sure you've • whisky Darren Shapland Bisto gravy granules Imelda Walsh got plenty of stock for Ken McMeikan these products
NEW LOOK FOR HOLBORN There's a new look for Ho!^^^ The offices have been relaunched as the store support centre, reflecting the key ro"le that stores play at Sainsbury's. Out g paintings and artwork and in come posters of colleagues celebrating success Convenience is up for the challenge
Managing director of convenience, Jim McCarthy, gave a quick overview of the progress made in convenience in the last year. "We have doubled store numbers from 130 to 265 and driven our conversion programme at a pace. As a result, Harrogate store has seen a 70 per cent increase in weekly sales," said Jim. In addition, rebranding Shaws store to Sainsbury's Locals is also driving sales. At Maidenhead alone, the rebranding has brought in an 80 per cent increase in weekly sales, while a refurbishment at Headcorn has seen a 10 per cent increase in weekly sales. Central stores are due to join the convenience portfolio on 10 October and Sainsbury's plans for convenience stores are challenging. "But convenience Leap forward for supply chain is up for the challenge," confirmed Jim. The supply chain has made huge reduced by 40 per cent and depot problems that stores can help solve, leaps forward in the last 11 months - volumes have increased by 10 per and one of those is returning roll but there is still a long way to go, cent using existing sites. cages. "On average, every store is said supply chain director Lawrence said that retail holding 30 roll cages, making a total Lawrence Christensen. support teams have been a big help of 15,000 across all stores. To put The focus on availability has to stores. "I get great feedback from that in perspective, if you put them been rolled out to all stores and on- stores on the impact of the retail in articulated lorries, that would shelf availability has improved as a support teams, and that's great create a six-mile gueue. Please, give result. Gaps have reduced from because we need to understand them back! Without them, we will 2,000 to an average of 440. In each other's problems," he said. experience severe operational addition, product wastage has But there are some supply chain issues."
WHAT DID THE "I thought the conference was very up-beat DELEGATES THINK? and focused on the positives and what we can do to make a change. Try something new "It was great to be able to celebrate success, today is a message that works for retail and particularly on the work around the supply the supply chain. Now we must deliver chain. It was also refreshing to see the whole consistently because if we deliver, the management team all under one roof." company delivers." Paul Gilligan, store manager, Islington Malcolm Gibbons, store manager, Heaton
"I came away from the conference feeling very "I thought it was brilliant. It was full of positive and focused on what needs to be enthusiasm, passion and the drive to make done. I'm getting a great response from my Sainsbury's great again. It gave us all an colleagues. The advert has gone down very opportunity to try something new to help us welland the ideas cards have generated a lot recommend great new ideas to our of interest from customers." .;-.«:,,.- customers and colleagues back in store." Simon Ross, store manager; Linlithgow : ;«*A^ *5S Gillian Ekin, duty manager. Blackball "We're living the values" It's one year since Sainsbury's launched its goal and values. At the management conference, Justin King made awards to six colleagues who exemplify each of the values When one door closes... Sometimes the best ideas are the simplest. That was certainly the case for Jane Basley. She heard that Asda was making redundancies at its head office and stores and wanted to encourage the Keep it managers to talk to simple Sainsbury's about career prospects. "We had heard the rumours before the redundancies were announced so we worked behind the scenes on an advertising campaign. That meant we were able to move guickly when the news was confirmed," said Jane. The simple idea read "When one door closes, another 560 swing wide open". When it was published in the Daily Mail, it brought in 400 applications in four weeks, making it simple and effective. Ringing endorsement for Bells Justin King singled out Graham stores to get a refit but we wanted With respect... Crump store manager at Bells store to show that you don't have to be in Skelton for an award because of branded Sainsbury's @ Bells to get Dave Jacobs was part of the team that worked the effort he and his colleagues had really good sales. It's the products on a restructuring programme within the supply made to drive sales. He said: "This that make the difference." chain. IHe spent time negotiating with colleagues manager has been focusing on his Graham and his colleagues have and making sure that everyone colleagues and been focusing on availability and was able to have ensuring they service. "We're a village store so we their say. Giving reat service are all trained know our customers very well," he the award to "ivessaler * and motivated. said. "When we recruit we focus on Dave, Justin This was despite taking on the right sort of person. King said: "Dave underinvestment which meant that We look for people with personality proved that we the store faced significantly greater who are not afraid of selling. And can do tough jobs in challenges on a smaller scale than we reward our colleagues for good the right way." most others in the chain." sales figures. We definitely Graham said the award was a celebrate success in this store." tribute to all colleagues in the store. The approach has obviously paid "Selling Sainsbury's products in off because weekly sales have gone store has made a huge difference to from £47,000 to £54,500. "We us and we were determined to make even beat our budget by £10,000 the most of the opportunity," he one week - and that's not easy for a said. "We were one of the last Bells convenience store," said Graham. Solving a weighty problem
Vince Blackwell was working on the Enterprise Data Warehouse (EDW) when he had a "light bulb moment" about a long-running problem in the supply chain. He explained: "Identifying the correct weight on meat deliveries has been a challenge within the supply chain for a long time. In order to pay our suppliers, we must Treat every £ know the correct as your own weight of the delivery-but we don't have scales in our depots. Without a method of identifying the correct weight, we found about 70 per cent of our payments were having to be input by hand. Not only was that time-consuming, but it also meant that our data was inaccurate." Vince's light bulb moment came when he realised that the data captured by EDW at the till could identify the weight of the product. "EDW gives us the value by weighing the product, so now we've finally got the accurate information we need."
When Sainsbury's relaunched the supply chain, retail communications, Organics range earlier this year, a huge internal communications, product team of people from across the business technology and development, brand worked very hard to make it happen. integrity, national advertising, design - The award for individual responsibility, and not forgetting stores. Justin invited team delivery went to everyone involved Sarah Milnes, Cathy Port and Les Rowse in the relaunch. "It's a great example of on to the stage, along with Phil Jeal how - when we put our mind to it and (above), store manager at Dulwich, the involve people across the business - we store which has seen highest organic can do something really special," said sales since the relaunch. Justin. So far the campaign has been a huge Lots of people got involved in the success. Just one month after the relaunch including colleagues from relaunch, sales were up 18 per cent marketing, business planning, trading. against the same week in 2004.
Harborough, of applause as they came up on Top ten Stirling, Bury stage to collect a bottle of So far this year, 10 stores have St Edmunds, Chesham, Champagne each and Shining won the top stot in The Grocer Bridgwater, Sprucefield, Stars cheques so they could for service and availability. Leamington Spa, East Filton, host a celebration for all Store managers from Market Hamilton, Ripon all got a round colleagues in-store. TellJustin Colleagues' bright ideas are still flooding in to Tell Justin. Here's how two colleagues have made a difference to the business
Happy shopper... Weekend Debby collects the starts here chosen products Debby Jones was working a very frustrating shift one Sunday morning wtien she had a brainwave. Debby, a Sainsbury's to You shopper, was struggling to fulfil all the orders with the customers' chosen produce and fresh items, but she realised she could have done the job much more easily the night before - when availability was much better. "The more I thought about it, the more it made sense," she said. "Our store doesn't open until 10am on Sundays but many of our vans '""^encouraging to see go out earlier at about 9.30am. As a result, we sometimes struggle to leagues thinking aboul find the products on the shelves and can end up with substitutions - which customers don't like." 1/ays we can improve So Debby suggested the idea of "It has worked really well for us know that availability is much is an excellent idea, it is always very shopping chilled items on so I thought it might help other better at that time. encouraging to see colleagues Saturday evening to her manager stores," said Debby. "I have "I'm really passionate about thinking about ways we can and also wrote in to Tell Justin. worked on Sainsbury's to You at doing a good job for the customer improve." Deborah's suggestion is Hazel Grove decided to trial the Hazel Grove since the store and this has definitely helped our now being cascaded across all suggestion immediately. And as a opened. I also regularly work a customer service. It was a simple zones and if the results show a result availability went up while late shift on Saturday nights so I suggestion but it works." marked improvement,, Mike has complaints and substitutions Trading director Mike Coupe suggested changing the shopping i went down. agreed. He wrote to Debby: "This seguence for the rest of the week.
took it with me on my next who saw the potential in the Pick up a (Shopping trip." suggestion. She wrote back I But when she got to the to Liz: "This is a great idea to Penguin "ore, she couldn't find the help customers with the Liz Hottebrand, promotion Liz said: "Wine is ranged often tricky purchase of wine space planner, was readinc ding to country of origin and would be a great way to Sainsbury's Magazine when I stores, so i didn't know promote sales. We have one of the vouchers at the here to start looking. I looked into it and are baci* caught her eye. She racked it down eventually and planning to include country of explained: "There was an « Ihat gave me the idea to write origin on wine vouchers from offer for £1 off a bottle of v. in to Tell Justin suggesting the October issue of called the Little Penquin. I *c Little Pcogu'" |hat the country of origin be Sainsbury's Magazine" have a friend who loves |rinted on wine money off Liz received 1,000 Shining penguins and I thought it |ouchers." Star points for her would be a nice treat for her I Liz's suggestion reached suggestion. She may spend so I cut the voucher out and Justomer director Gwyn Burr them on a bottle of wine!
I \K ft\ vlTv How to make a suggestion: If you've got a bright idea, simply write it \ry^ S^ down on one of the suggestion cards and send it off in the internal post Industrvnews We look at the big issues affecting retailers and the grocery industry
Protecting people, property and profit The retail industry loses £1 billion every year to theft, fraud, burglary and other offences. It's big business, and Sainsbury's is taking the problem seriously. The new profit protection group (PPG) has been set up to support stores and create an environment that's free from crime and free from the fear of crime. Chris Holland, director of profit protection, explained: "We can detect trends in crime by analysing historic and current events. And that means we can place the right level of resource in the areas that need it most. By targeting the highest risks, we are able to impact, educate and refine areas where losses occur.
Crime prevention "Our support for stores includes a zone head of profit protection supported by regional profit protection managers and investigators. They work hard to investigate, solve and help stores in crime prevention." There are several ways in which the profit protection group "By targeting the highest risks, can help stores. we are able to impact, educate and The crime incident database and data Civil recovery intelligence refine areas where losses occur'i "Steal from us and we will do The profit protection group is everything we can to recover that launching a new database to friendly interface so that incident making Sainsbury's a better money." That's Chris's message to capture all criminal activity across details can be reported quickly and place to work and shop. thieves - internal and external. stores. "We can only do this if easily The DIT will analyse all "Every £ we get back from civil colleagues fill in incident report Analysis of these incidents is incidents as they happen, recovery will go straight back to forms," said Chris. "It is vital that thejobof thedata intelligence enabling Sainsbury's to place the store that lost it. Remember, stores report every incident of team (DIT). They have access to guards and investigators in the it's your money" crime, public order or anti-social all the crime information within right place at the right time. behaviour. If you help us, we can Sainsbury's. Their job is to To use the crime incident help you." analyse incidents of theft, fraud, database, go to Connect>stores> Treat every £ The system will be accessed via burglary, violence and a profit protection>crime incident as your own Connect and through a simple user- multitude of other offences - database. J Productnews Look out for these new products conning to stores soon
P|K kiwi fruits coming soon
The first ever kiwi fruit grown In the can be grown where." UK will go on sale in stores next year. If successful, the move could cut Until now the fruit has only been the number of kiwi fruit imported grown In temperate regions of New from countries around the world. Zealand, California, Italy, Greece and Experts expect the first commercial Chile. However, specialist growing crop of Kent-grown kiwis to be techniques and new plants able to available next September. "• stand lower temperatures are _^ jing the exotic fruit to the Kent icountryside for the first time. Sainsbury's sells Christian Hickey, fresh produce over 16 million kiwi i buyeiv said: "New technology and our ——'ers' expertise are combining to fruit every year. te crops in the English Each one contains itryside which would have been linkable five years ago. three times as much "Our suppliers are at the vitamin C as an forefront of fresh produce development and their work is orange, say food changing all the old rules about what nutritionists.
imefortea Beautifully designed bone china used to be the preserve of the wealthy, only making an appearance •^, on special occasions. Not any more. Award-winning tableware designer Simon Stevens has created a range that is so desirable - and affordable - you'll want to use it every day. Exclusively available at Sainsbury's, the Simon Stevens range contains a mixture of pure white fine bone china and soda lime optic stemware. Prices start at just £2.99. Pleasing on the eye as well as the wallet, this is a range your friends will envy. Introducing... t..«.grirsuma! A new citrus fruit went on trial in selected confident that in four-to-five years' time stores in September. Called the gratsuma, this fruit will be a seasonal favourite." it's a grapefruit crossed with a satsuma. The gratsuma (official name Sweet The fruit has the look and taste of a Spring) is not a new innovation. The fruit 1 traditional satsuma with a mild grapefruit was first produced in Japan in 1947 by taste and aroma. crossing a Ueda Satsuma and a Hassuki Product technologist Theresa Huxley (a mandarin variety and a Japanese said: "The gratsuma is a very exciting grapefruit) and small guantities have addition to Sainsbury's citrus category been growing ever since. However, this is and the new variety promises all the the first time the fruit has been sold in a health benefits of grapefruit and satsuma UK supermarket. combined. It has the lovely, firm, soft skin, and plump juicy segments we traditionally associate with a satsuma coupled with subtle aftertones of grapefruit. "Yields of the gratsuma are currently ,easonal favourite relatively low - hence the trial. But we are "There are so many good suggestions in the Ideas cards that we won't be short of ideas for meals"
"I'm definitely going to recommend that to customers. Hopefully, we'll be able to turn our sleep shoppers into dream shoppers." Good ideas Kiosk assistant Anne Mathieson couldn't wait to try the sausages with apple and sage. "They were lovely - I'm definitely cooking that dish again," she said. "I've also tried the lamb chop with red onion sauce and that was delicious, too. I'm going to try the cabbage and bacon next. There are so many good suggestions in the ideas cards that we won't be short of ideas for meals. "The ideas cards are a really good idea. A lot of them are healthy and they're quick and easy to cook - and not too expensive, either. Our customers really like the idea and we've sold lots of the folders already. Customers are asking us where they can find the ingredients so that gives us another opportunity to talk to them and recommend new Linlithgow Colleagues at Linlithgow have been have made a real impact in the products." cooking up a storm since they store. "The customers really colleagues have heard about Try something new appreciate the ideas they offer today. They're all really enthusiastic and we're working hard to make Jacqui Jeffrey also works with been inspired by about the new campaign and have sure the shelves are full of all the Anne in the kiosk. She tried the been busy sampling new products products we recommend," he said. pork with lemon and sage and Sainsbury's new themselves so they can thought it was really tasty. She recommend them to customers. said: "We've got a good view from ad campaign to try Bakery assistant Andrew King Store manager Simon Ross wants the kiosk and I have noticed that a was so inspired by the ideas cards all colleagues to try as many of the lot of them are taking the ideas something new that he tried leeks in creamy sauce recipes as possible, so he has cards for inspiration. Whenever I with a baked potato one evening. asked the chefs in the colleague get the chance, I ask them to "It was really lovely," he said. "It's canteen to cook one of the new come back in a few days and let me not something I'd normally eat but I recipes every day. "The nutmeg is know what they think of the ideas really enjoyed it." lovely on spaghetti bolognese and so that I can pass that on to Andrew says the ideas cards macaroni cheese," said Andrew. someone else." Shinin^stars More examples of great service are rewarded with Shining Stars
a point of talking to customers and apologising if they have had to wait at the checkouts." Impressive James Hubbard was also commended while collecting baskets at Colchester. The mystery customer was impressed that James smiled at everyone and even took time to talk to her children. Personnel manager Dee Melody said: "James works hard and he always finds time to smile and greet customers. He's a great favourite with many of our regular shoppers - I'm not surprised the mystery customer noticed his friendly service." Customer director Gwyn Burr said: "I'm delighted to be able to reward colleagues for great service - especially when it's been noted by an I external person. "None of these colleagues remembered the incidents when they impressed the mystery shoppers, but that's because it's just a part of their normal everyday job. They all offer great service every single day." Every period, mystery shoppers will recommend colleagues who have offered Service with a smile... Angie (top), James (below exceptional service. If you deliver left) and Hemanth (right) great service as part of your job, then you could be next. After all, your next customer could be a Are you one of the brightest stars? mystery shopper. Nobody knows when mystery store one busy Saturday and anything out of the ordinary." customers come to stores. But did later commented that Angie But Angie obviously caught LUCKY 13 you know that they make a note of coped extremely well, being the eye of the mystery customer Angle Owusua-Ofori - exceptional service and pass that helpful and attentive even and made an impression. She was Crystal Palace information on to the store? though she was in a stressful so pleased to hear of the award. Daniel Webster - Huntingdon That's what happened when 13 situation. "It felt great to be recognised," Paul Seastram - Hayes colleagues were singled out for "Saturdays are always busy she said. David Edwards - praise by the mystery customer last here," said Angie, "but there was Milton Keynes guarter - just for doing their jobs. a time when one of my Hemanth Pandraju - They each received 1,000 Shining colleagues was off sick and I had Hemanth Pandraju works two of Chiswick Local Star points and a signed certificate to cope on my own. We had a the busiest shifts at Chiswick James Hubbard - Colchester from customer director Gwyn Burr. long gueue at the deli counter Local. He has no idea of the Janet Hartgiil - Kempshott The Journal talked to three of those and when that happens I make a identity of the mystery customer Lisa Entecott - Horsham colleagues to find out more. point of apologising to each who recommended him for the Mary McGuigan - Coleraine customer and letting them know award. He said: "In a Local store Paul Phillips - Bridgend Heipfyi I'll be with them as soon as we have to learn to multi-task so 1 Rose Mitchell - Godalming Angle Owusua-Ofori works on the possible. All our training is could have been on checkouts or Steve Stroud - Barnwood deli counter at Crystal Palace. The about smiling and making eye replenishment when the mystery Val Jones - Cwmbran mystery customer came to the contact so I really wasn't doing customer came in. I always make "We all aot active for Active Kids" Active Kids has been a huge success - but it couldn't have happened without the support and enthusiasm of colleagues in stores. Here's how some of you celebrated the scheme
Hedge End gets active Hedge End colleagues got right behind Active Kids. They invited five children from six local schools to launch the scheme in- store. The 30 kids tried a selection of exotic fruit and then played "guess the fruit and vegetable". At the end of the launch, the kids took part in a balloon race and some balloons even went as far as France and Germany.
A windy st Kelly goes at Chesterfield to Tonbridge Alison Brixton, Lee Simpson Chesterfield colleagues had to dress up in all the and Sharon Boyden from winter clothes for Active Kids roadshows. The wi Tonbridge got a special VIP to was so strong that the marguee blew away but help them launch Active Kids at colleagues braved the weather to tell customers their local school - Dame Kelly about the scheme. Holmes. Helen Jackson from Brockwell Junior School Kelly brought her Olympic the competition set by Active Kids in-store medals to show the children and champion Michelle Weston, and Helen received t\ told them all about receiving prize in the warmth of the store. her Damehood from the Queen. ^>fl Fruit at Harpenden goes out and about Finchley Harpenden colleagues got to adopt a local school when North Finchley colleagues they launched Active Kids. Store manager Jane Coles invited children from provided apples and bananas for each of the 90 children North Side Primary School and also gave them an Active Kids pack to try out. to the store to tell them more about the benefits of fruit and vegetables. The kids went back to school and looked up the country of origin of all the fruit and vegetables in Southport gets on board their atlas. And they were Jenni Hartey, Ann Goucher and Andrea Smith from very enthusiastic about the Southport joined l gruelling rounds of auditions before facing the three X Factor judges Simon Cowell, Louis Walsh and Sharon Osbourne. Beullah said: "Before I went in to see the judges I psyched myself up - thinking I could give as good as I get if Simon gets nasty but he surprised me because he was so nice. Sharon Osbourne told Beulah: "You remind me of Tina Turner" and Simon Cowell likened her to Shirley Bassey but both of them refused to put her through. Although Louis Walsh liked her version of Sfand 6/Me and said he would have given her a chance. Anthony also failed to get through to boot camp with Simon and Sharon saying no. But the appearance on the show has the posters. I get recognised by absolutely horrible, Louis was helped his duo Total Impact pull in customers all the time. They keep spot on and although Sharon the crowds. He said: "It's been asking where my piano tie is! didn't put me through I have the manic since the show. We are "I am pleased I was a part of utmost respect for her." singing to packed audiences the show, even though I wasn't put One thing is for certain - the because people recognise me on through. I thought Simon was X Factor's loss is Sainsbury's gain. Prix weekend on 10 July. The over £417 with sponsorship from team also brought a Formula Local Heroes. The trip took 15 One Ferrari once driven by days and covered 1,023 miles Michael Schumacher to with no punctures. entertain customers and The only incident occurred colleagues alike. when David's back wheel nearly • BURY ST EDMUNDS store came off over Dartmoor, but it bowling team came runners-up was soon fixed. in the company challenge cup • GREENWICH fivea-side losing by only 73 pins. football team won the south • REDDITCH stock controller east London inter-supermarket m BANBURY colleagues and the David Maundrell completed the cup, beating Somerfield, Bridgestone tyries team made Land's End to John O'Groats Morrisons, Asda and Tesco. sure customers travelled safely cycle ride with a friend to raise Meanwhile, Arnold won the this summer by conducting tyre money for the Parkinson's region 36 annual five-a-slde checks during the British Grand Disease Society. The pair raised football tournament. All in the name of charity Colleagues across Holborn and Accenture completed the 10k London Bridges walk as part of the Charity Challenge 2005 raising over £3,000. Each year the retail team organises a series of charity events under the umbrella of the charity challenge. These events, which are a mix of extreme physical challenges and more modest events, seek to challenge the individuals taking part and raise the most amount for charity. This year, much-needed Friends reunited funds were raised for five Chesterfield checkout assistant Jayne Hardy charities: British Heart appeared on the ITV programme With a little Foundation, Red Nose Day, help from my friends, screened in June, with Cancer Research UK, Princess Diana's former butler Paul Burrell. Homestart and SNAP. The show challenges celebrities to take part in For those who pledged, a project, without using their own money, to please make chegues complete it in a certain time. Competitors payable to 'Sainsbury's only have help from old school friends and Retail challenge', and send local people and since Jayne used to go to the them to Nina Lartey, same school as Paul he called on her for 2nd Floor, Holborn. assistance. The challenge was to convert an old Derbyshire school into a brand new community centre in just five days. 90 years young Marsh Mills store manager Chris Forster visited loyal customer Nell Martin on her 90th birthday. Nell loves Sainsbury's Basic rice pudding and has a tin a day. Chris took with him a bunch of flowers, a birthday card with special wishes from all the colleagues and 90 tins of the rice pudding she enjoys. Champions... it's a knoci store manager Chris Rowsby, baker Philip Washington colleagues took part in Gelson, CIS Stephen Turnbull, personnel charity Children Today's It's a Knock Richard Stevens, Out competition at Exhibition Park, produce Christopher Anderson, checkout Newcastle in July. The competition assistant Craig Ross, Involved teams from the Galleries Mail and CTS Claire Mather, Have you got any news for us? If you've got a Shopping Centre and the Sainsbury's pose with their trophy story, just phone or email us with the key points, team won, raising over £1,000 for the charity. send a photo if you have one, and we'll do the rest. You'll find our contact details on p24 Wingoodies For your chance to win some goodies answer all three questions below! All good things come Winter just got warmer in small packages Add some warmth into your winter get-togethers, with the launch of new Pimm's Winter. The new Mini Pringles bubunger e jumping to a 30 minute This addition to the popular variant is not just in a mini liglighh t aircraft flight. Pimm's family is made of a pacit, it is a new mini sized 1T o win one of three Orange brandy base and boasts a Pringle in a mini-pacl<. Mini EXExperience/ReF d Letter vouchers distinctive taste lifted by the zest Pringles will provide the ideal sisimplm y answer guestion 1 on the of orange and a subtle hint of snacking opportunity or enentrt y form. spices. It differs from the g treat for people on the go. summer version in that it is Winning flavours: original, served warm. sour cream & onion and salt & vinegar are available ^ Recipe for a jug of in 10-paclis, 5-packs and ^ Pimm's Winter warmer singles. To celebrate the launch - for 4 people, Pringles is offering three 1.3 units per serving readers an Orange • Gently warm 1 part Pimm's Experience/Red Letter \Ci',CA^l '* : Winter (200ml) with 3 parts clear voucher with a choice of at *<;jt*^**' apple juice (600ml). least 20 experiences ranging ' ^ „, • Once warm, pour into a jug and from white water rafting to ''t°*" finish with large slices of orange pampering sessio and apple (or add a handful of winter berries for a special touch). To be in with a chance to win one of six 70cl bottles of Pimm's answer Question 2 below. Question 1: Apart from original and salt & vinegar, what's ; the tinird flavour of mini Pringles? I I Question 2: What is the main spirit used within Pimm's Winter? I I Question 3/Tiebreaker: Who painted the picture used on j packaging for Mey Selections? • Name: ... Address: Work location: WELL DONE TO THE JULY/AUGUST WINNERS Contact tel no: JacquI Hershman from Holborn won £500 worth of Champneys vouchers and veteran Glynls Croft won a shirt signed by rugby star Jason Robinson. The Phil Smith haircare hamper winners were: Matt Brill, Nine Elms; veteran Entries to: Competitions, Sainsbury's Journal, 33 Holborn, London Mrs M F Wheatley; veteran Pat Miliward; Tracey Robinson, Lewes Road, EC1N 2HT, to arrive no later ttian 18 Novennber. Entrants must work for • veteran M J Coies; Lyn Puddlefoot, Barnstaple; Kirk Smith, Chichester; Robert or be retired from the Sainsbury Group. Only one entry per person, I Mason, Stanway; Candice Brisley, Whitstable and Miss A M Bird, Mere Green. Photocopies are acceptable. | TO CONTRIBUTE ^ Write to: Sainsbury's Journal, Internal Communications, 33 Holborn, London, EC1N 2HT. e-mail: [email protected] or telephone: 020 7695 0055 or fax: 020 7282 8042. General Sainsbury's inquiries: 020 7695 6000 Veterans' inquiries: 020 7695 7190. Produced by Citigate Publishing