Marks and Spencer


M&S Food Group needed to improve communication between Head Office and the food departments in its 300 plus stores.

We analysed internal communication as a supply chain from business planning in the boardroom at one end all the way through to the translation of messages into action on the shopfloor at the other.

We combined observation of current practice, with Head Office and in-store interviews and a review of existing communication materials. From this we assessed the health of each link in the chain and identified how to improve communication.