One of Marks & Spencer’s major suppliers, Greencore, has reverted to using pen and paper for order management following a significant cyber attack that has disrupted operations. The attack has led to widespread issues, including empty shelves in stores and difficulties for employees in clocking in and out of work.
Key Takeaways
- Greencore, a key supplier of sandwiches and wraps, is using manual methods to manage orders.
- M&S has faced disruptions in online orders and food deliveries for over a week.
- Employees are concerned about pay and communication issues due to system failures.
- The company is ramping up deliveries to ensure adequate stock for the upcoming bank holiday weekend.
The Impact of the Cyber Attack
The cyber attack on M&S has had a profound impact on its supply chain and operations. Greencore’s CEO, Dalton Philips, highlighted the challenges faced by the company, stating that they have had to revert to manual systems reminiscent of 25 years ago. This has included:
- Increased deliveries by 20% to ensure sufficient stock.
- Additional shifts at their dedicated M&S factory in Northampton.
- Sending more food to stores than during the Christmas period.
Philips noted, "In the absence of having all the systems speaking to each other, you revert to how it was 25 years ago."
Employee Concerns
Employees at M&S have expressed frustration over the ongoing disruptions. Many have reported issues with:
- Inability to clock in and out of work, raising concerns about pay accuracy.
- Conflicting instructions regarding store operations, such as the handling of gift cards.
One employee, who wished to remain anonymous, described the situation as a "nightmare," highlighting the lack of clear communication from management and HR.
M&S’s Response
M&S has assured its staff that they will be compensated for all contracted hours despite the ongoing issues. The company has not disclosed specific details about the nature of the cyber attack but has acknowledged that some systems have been temporarily taken offline, leading to limited availability in stores.
The Road Ahead
As M&S navigates this crisis, industry experts believe that the retailer will focus on maintaining its best-selling items. The challenges posed by the cyber attack could potentially harm M&S’s reputation and customer loyalty if not addressed promptly.
Former buyers and industry veterans have suggested that M&S will find ways to adapt, even if it means resorting to outdated methods like fax machines. Ged Futter, a former Asda buyer, stated, "If they have to, they’ll use a fax machine. Any silo mentality disappears and everyone becomes very clearly focused on how to fix it."
Conclusion
The ongoing cyber attack has forced M&S and its suppliers to adapt quickly to ensure continuity of service. While the immediate focus is on managing stock and employee concerns, the long-term implications for M&S’s reputation and customer trust remain to be seen. As the situation develops, stakeholders are keenly awaiting further updates from the company regarding the nature of the attack and its recovery plans.
