**UK:** One of Marks & Spencer’s key suppliers, Greencore, has switched to manual order management after a cyber attack disrupted the retailer’s systems, increasing deliveries by 20% ahead of the bank holiday weekend amid employee pay and supply chain concerns.
One of Marks & Spencer’s major suppliers, Greencore, has turned to using traditional methods of communication, such as pen and paper, to manage orders after a cyber attack disrupted the retailer’s operations. Greencore, which provides various food items including sandwiches, rolls, and wraps, has escalated its delivery efforts by 20% to ensure a sufficient supply of goods in time for the upcoming bank holiday weekend.
The impact of the cyber attack has led to significant delays in M&S’s ability to fulfil online orders for clothing and homeware, with certain stores reporting empty shelves due to interruptions in food deliveries. Employees at M&S have expressed concerns about their pay, as they are unable to clock in and out or access staff applications due to the ongoing issues.
Dalton Philips, CEO of Greencore, described the current situation, stating, “In the absence of having all the systems speaking to each other, you revert to how it was 25 years ago.” He acknowledged the challenges faced by Greencore in the absence of integrated systems, and indicated that manual processes have been temporarily reinstated to ensure adequate product supply. “They’re a massive customer for us and we’re trying to flood them with products to help them,” he noted, highlighting Greencore’s efforts to adapt amid disruptions.
Employees have faced frustrations regarding unclear instructions and concerns over payments. One staff member, referred to as George, labelled the experience a “nightmare,” as communication has been inconsistent and unclear. Jeannette Pellen, a retired M&S customer assistant, also noted the difficulties staff are facing in trying to access support from management and HR.
Amidst these disruptions, M&S has reassured employees that they will receive payment for their contracted hours. However, this assurance has not fully alleviated concerns among the workforce. Philips addressed the pressure on M&S’s management, remarking on their calm and focused approach during the crisis. He stated that the retail industry often brings out the best in its workers during high-pressure situations.
In addition to traditional methods of order processing, Greencore has increased staffing at its production facility in Northampton and sent additional staff to key M&S stores in London to provide support. Although M&S has not disclosed specific details regarding the nature of the cyber attack or the resulting system difficulties, reports suggest that certain systems have been temporarily taken offline, contributing to disruptions.
Industry experts have commented on M&S’s predicament, with Ged Futter, a former buyer and current consultancy head, expressing confidence that the retailer will navigate through these challenges. He remarked that if necessary, retailers will revert to older technologies, such as fax machines, highlighting the adaptability of the industry in crisis situations.
The situation has drawn attention from lawmakers, with Liam Byrne, chair of the Business and Trade Select Committee, addressing M&S’s CEO for reassurances regarding the attack and its implications. The general consensus among industry insiders is that while M&S may be in a difficult position, its established reputation and seasoned management will facilitate a recovery.
As M&S continues to manage the fallout from this incident, the company has been commended for its communication efforts with customers but faces growing scrutiny regarding the specifics of the cyber attack and how it unfolded. The longer the disruptions persist, the greater the potential risk to M&S’s reputation and customer loyalty.
Source: Noah Wire Services
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