Marks & Spencer is currently grappling with the aftermath of a significant cyber attack that has disrupted its operations and affected its suppliers. In response, Greencore, one of its biggest suppliers, has gone back to taking orders by pen and paper. This turn illustrates just how deeply disruptive the moment they’re in has been. The last year has created unsurpassed anxiety among staff and customers alike, as internal communication and operational systems continue to be deeply broken.
The cyber attack quickly required an intensive, four-times-reviewed updating of data for nearly 7,000 products. Staff on the new system, as George on behalf of his colleagues at a Marks & Spencer store in Wales, have called it “a nightmare.” Even with all this adversity, George pointed out that his staff has been level-headed and business-oriented to get through the storm that hasn’t fully passed yet.
Marks & Spencer should be worried with the holidays coming up. In order to deliver on customer expectations the company will emphasize having more of the top-selling products in stock. Greencore produces about 60% of the sandwiches sold in the UK by Marks & Spencer. In preparation for the approaching bank holiday weekend, they’ve increased deliveries by 20% to make sure nobody runs out of food.
Retired Marks & Spencer customer assistant Jeannette Pellen said she was shocked by the effect of the attack on staff being made to work.
“There is no way of receiving advice via managers or the outsourced HR.” – Jeannette Pellen
This cyber attack has prevented employees from clocking in and out of work. This calls into question adequate compensation for the majority of the workforce. George explained that one of the things they were initially told was that pay would go through a different system. He acknowledged that there was serious doubt about its validity.
“We have been told pay will be given through a separate payment system. However, we have not been told whether the pay will be correct.” – George
With policies guidance shifting by the hour, workers have the right to be confused about what they should be doing. Dalton Philips highlighted the challenges faced under the current system.
“Additionally, there have been back-and-forth instructions, which have changed hourly. For example: remove gift cards from shop floor, put them back (when working).” – Dalton Philips
Philips went on to explain how the cyber attack had knocked out their ability to forecast.
“With the challenges of the system we don’t have intricate forecasting that we would have previously had, so we’re just making sure that they’ve got everything they need and some more.” – Dalton Philips
Industry expert Ged Futter advised suppliers on navigating these challenging circumstances and expressed confidence in Marks & Spencer’s ability to adapt.
“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.” – Ged Futter
Greencore’s CEO, Richard Philips, admitted that losing one of its biggest customers was dangerous, particularly when that customer is Marks & Spencer.
“They will be literally working 24/7. You’ve got to work your way through it. Whenever I’ve spoken to the team this week, it’s been really impressive how calm and focused they are.” – Mr Philips