M&S One Team
The One Team programme is a joint initiative between Marks & Spencer and its supply chain logistics partners. The goal of the programme is to enable M&S to be the world leading quality retailer by providing great products and services to their customers any time, anywhere.
The programme commenced in October 2009 supported by the Wilsher Group, a successful consulting company, who were asked to provide support in helping Marks & Spencer and their supply chain logistics partners become a High Performing Team.
The goal of the project at the time was to transform five teams into one team, with the motto of "Together, doing the right thing".
- Firstly the top tier logistics management of M&S & 3pl's suppliers were assembled; Norbert Dentressangle, DHL, Wincanton, IDS and CML were invited into the same room for three days which immediately removed the perception of competition.
- The commitment to do things differently – Doing the right thing – a set of desired outcomes was produced and using a highly practical approach, the Wilsher group constantly encouraged the individuals in teams to subscribe to the "One Team" theory. This provided an open forum where issues were allowed to be debated and challenged.
- By providing suppliers with a safe non judgmental space, they felt able to give their perceptions and suggestions for improvement.
- By producing a picture of where they currently were and where they wanted to be, the team were able to collaboratively identify the gaps. These gaps were identified and filled using High Performing Team principles and methodologies – essentially turning issues into opportunities.
- Working together towards shared outcomes an action plan was formulated targeted to 30/60/90 day tangible deliverables. This is an ongoing process and has now been cascaded down through the business to the next level tier and beyond.
- Work streams were then formed – Marketing & Comms, Values & Behaviours, Developing Talent, Collaboration and Customer Focus.
- There are representatives from across the logistics network on these work streams and they all set targets on their 30/60/90 day plans.
- The Marketing & Comms work stream decided on the name "One Team" with the strap line – "Working together to deliver great service". This was then signed off by the Steering Group, who oversee the project.
- The Programme Manager oversees all the work streams & ensures that they achieve their targets and pulls together the data that gets presented at the monthly Steering Group meeting which is attended by M&S & the 3PL senior team.
Values & Behaviours
This work stream's first focus was to explore the existing values across the whole partner network and see what commonality and differences there were. The workstream came up with an agreed set of Values & Behaviours that are being rolled out across the network. These are:
This work stream is where the partners on the One Team programme explore how to work together to share best practices, regardless of paymaster.
This work stream is designed to look to the customer/consumer and explore how the whole network and One Team approach can improve the Customer Experience. There are two key initiatives which are central to everything this work stream does:
- Would I be delighted?
- How can we do better?
This work stream was formed to explore how to develop and share talent across the network. The goals of the work stream are to identify, retain and develop the best talent for M&S One Team.
Marketing & Comms
The objective of this work stream is to communicate and market the One Team programme in an effective and consistent manner across all partners in One Team.
Where does CML fit into One Team?
Following the initial launch of the One Team project, CML management and supervision attended One Team away days in February 2011 to begin the roll out process and to introduce the project to the management teams. The project was then presented to all colleagues on site in early summer 2011, in line with other partners in the project. The Company currently has a representative on each of the work streams and a representative on the Steering Group, and is an active and committed member of the programme.
CML have put their own stamp on the project by introducing schemes such as Dragons' Den and Apprentice-themed ideas forums, aimed at generating service improvement and cost-saving initiatives. The schemes have proved very successful and have directly generated ideas that have been implemented on site, which have also been shared throughout the network. As a result of this success, the concept was delivered to the wider partners in One Team as well as Marks & Spencer as an example of how CML have pro-actively and enthusiastically engaged with the project and with colleagues.
Four CML colleagues were also invited to the first annual One Team awards night in May 2012, two of whom were on the shortlist to win "The Colleague of the Year" award at the ceremony. CML is proud to have subsequently had several attendees and shortlisted colleagues at the annual awards ceremonies in 2013 and 2014 as well.
In October and November 2012, CML were able to offer our colleagues access to an exclusive One Team Benefits Booklet as a direct result of the Company's participation in the programme.
CML and the wider M&S logistics network have benefitted from the One Team Programme in several ways. By working collaboratively with other partners in the network, service levels have been tangibly improved and cost savings achieved. By taking the project and developing innovative schemes, colleagues have become actively engaged with being a part of this improvement. Finally, CML has been able to offer colleagues opportunities and benefits that would not have been possible outside of the One Team project. CML and the wider M&S logistics network truly are "Working together to deliver great service".