One of Marks & Spencer's biggest suppliers has resorted to using pen and paper for orders as the disruption from the cyber attack on the retailer continues. The boss of Greencore, which supplies sandwiches, rolls and wraps, says it has also ramped up deliveries by a fifth to make sure there is more than enough food for the bank holiday weekend. M&S has been unable to offer online orders for clothing and homewares for over a week, and some stores have seenempty shelvesas food deliveries have also been disrupted. Two M&S workers told the BBC they were concerned about pay because they were unable to clock in and out of work and could not access staff apps. In a glimpse into the behind-the-scenes situation at M&S, Greencore chief executive Dalton Philips said: "In the absence of having all the systems speaking to each other, you revert to how it was 25 years ago." That means back to "pen and paper", he said. Greencore has also been putting on additional shifts at its dedicated M&S factory in Northampton, putting more lorries on the road, and is sending more food to stores than they did over Christmas. "They're a massive customer for us and we're trying to flood them with products to help them," said Mr Philips. "There are times when you do need to revert to manual systems in any business... but look, it works well. "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." George, not his real name, works at an M&S in Wales, and said it has been "a nightmare". "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. "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)." Jeannette Pellen, 76, in Doncaster who retired from her role as an M&S customer assistant in a Scunthorpe store at the end of April, said they had been unable to clock in and out of work as a result of the attack. "There is no way of receiving advice via managers or the outsourced HR," she told the BBC. M&S has reassured staff that they will be paid for all contracted hours as usual. As a former chief executive of the supermarket chain Morrisons, Mr Philips knows only too well the pressure M&S bosses are under. "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. "I think if you work in retail, you know people are often the most on their game and motivated at those periods of intense pressure." Greencore has also sent a handful of its own staff to key M&S stores in London to provide extra support. M&S hasn't released details on how its systems have been affected, saying only that some have been temporarily taken offline leading to pockets of limited availability in stores. One food industry veteran who knows the business well thinks M&S will be focusing on making sure it can still provide all of its best-selling items. "The issue is, if you've got 7,000 products, then obviously that's a lot of data to review." But he also pointed out that for big seasonal events there will be a lot of buying in advance and the company will have historical back-ups. Suppliers will also have a view on what will sell well. Ged Futter, a former buyer for Asda who now runs his own consultancy advising suppliers, says M&S is in a difficult situation, but believes it will find a way round it as retailers are very good at finding solutions. "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." But the longer this goes on, the risk of damage to M&S's reputation and to its customer loyalty increases. The company has been praised for its communications with customers, but has kept quiet on the nature of the attack and how it unfolded. That may not be sustainable for much longer. The chair of the Business and Trade Select Committee, Liam Byrne, has written to M&S chief executive Stuart Machin seeking reassurances, saying it was "imperative" to understand what had happened. One person, who is a former chief executive at another firm and had to deal with a data breach, told the BBC the advice from his PR adviser was simple. "Say nothing until you know everything. Then say everything. Then say nothing." M&S has been contacted for comment. Additional reporting by Kris Bramwell
M&S supplier resorts to pen and paper after cyber attack
TruthLens AI Suggested Headline:
"M&S Supplier Implements Manual Order Processing Following Cyber Attack"
Bbc News
7.9
TruthLens AI Summary
Marks & Spencer (M&S) has faced significant operational challenges following a cyber attack that has disrupted its online ordering system and led to empty shelves in stores. One of M&S's primary suppliers, Greencore, which provides sandwiches and other food items, has reverted to using manual methods for order processing, including pen and paper, as the company grapples with the limitations imposed by the cyber incident. Greencore's CEO, Dalton Philips, indicated that the company has increased deliveries by 20% to ensure adequate food supplies for the upcoming bank holiday weekend, while also implementing additional shifts at their M&S-dedicated factory in Northampton. This shift to manual processes has resulted in a lack of intricate data forecasting, compelling Greencore to prioritize fulfilling M&S's immediate needs without the usual technological support. Employees at M&S have expressed concerns about their pay and the inability to clock in and out due to system failures, highlighting the broader implications of the cyber attack on day-to-day operations and employee morale.
As the situation unfolds, M&S has reassured its employees that they will be compensated for all contracted hours, but the uncertainty surrounding pay processing has left some workers anxious. The retailer has not disclosed specific details about the nature of the cyber attack, which has led to pockets of limited product availability in stores. Industry experts believe that while M&S is under pressure, the company is adept at finding solutions, even resorting to outdated methods if necessary. However, the longer the disruptions persist, the greater the risk to M&S's reputation and customer loyalty becomes. The chair of the Business and Trade Select Committee has called for clarity from M&S's leadership regarding the attack, emphasizing the need for transparency as the retailer navigates this crisis. The situation illustrates the vulnerabilities that can arise from cyber threats and the critical importance of effective communication and crisis management in retail operations.
TruthLens AI Analysis
The recent cyber attack on Marks & Spencer (M&S) has led to significant operational disruptions, particularly affecting one of its major suppliers, Greencore. This situation has forced Greencore to revert to using manual processes, such as pen and paper, highlighting the severity of the impact on supply chain operations. The article sheds light on the chaos within M&S stores and raises concerns regarding employee wages and store inventory levels.
Operational Disruptions and Manual Processes
The article illustrates how Greencore, a key supplier of sandwiches and other food items, has had to adapt quickly due to M&S's inability to process online orders and manage in-store deliveries effectively. CEO Dalton Philips's comments on reverting to outdated systems reflect the challenges companies face when modern technology fails. Using manual systems, while a short-term solution, indicates a larger issue regarding the resilience of supply chains in the face of cyber threats.
Employee Concerns and Store Experiences
Reports from M&S employees emphasize the chaos and uncertainty experienced during this disruption. Concerns about pay and the inability to clock in and out of work contribute to employee dissatisfaction. These personal accounts serve to humanize the story, showing the real-world consequences of the cyber attack beyond just logistics and supply management. The mention of rapidly changing instructions further illustrates the lack of effective communication within the organization during a crisis.
Community Impact and Public Perception
The article aims to create awareness of how widespread such cyber attacks can affect not only corporate giants like M&S but also the employees and communities that rely on them. By detailing the struggles of both the supplier and the workforce, the piece may evoke sympathy from the public, potentially influencing customer loyalty and perceptions of M&S's operational reliability.
Hidden Agendas or Alternative Narratives
While the article does not overtly suggest any hidden agendas, the focus on employee struggles and supply chain issues could mask broader vulnerabilities within the company or the retail sector as a whole. By concentrating on immediate effects, there may be less attention paid to systemic issues that could be at play, such as cybersecurity readiness or the dependency on digital systems.
Manipulative Elements and Reliability
The language used in the article leans towards highlighting the chaos and challenges faced by both M&S and its suppliers. This could be interpreted as manipulative, aimed at garnering public sympathy or criticism towards M&S and raising awareness about the potential fragility of modern supply chains. The portrayal of employees' frustrations and fears surrounding their pay may strengthen this narrative.
Overall, the article appears to be grounded in truth, as it discusses a real incident with tangible impacts on multiple stakeholders. The reliability of the information seems high, given the inclusion of direct quotes from involved parties and the detailed context provided.
Potential Economic and Market Implications
This situation may have broader implications for the retail sector, as it raises questions about cybersecurity and operational resilience. Companies in the supply chain, particularly those reliant on technology for logistics and inventory management, may need to reevaluate their strategies. The news could influence investor sentiments towards M&S and its suppliers, as concerns about operational vulnerabilities may affect stock performance.
Target Audience and Community Response
The article seems to resonate more with employees, consumers concerned about supply chain issues, and those interested in corporate accountability. By focusing on the human aspect of the crisis, it seeks to engage a community that values transparency and employee welfare.
Global Context and Relevance
In the broader context of global cybersecurity threats, this incident underlines the vulnerabilities that even established companies face. As cyber attacks become more frequent and sophisticated, the implications of such vulnerabilities are increasingly relevant to discussions about corporate governance and risk management in today's digital landscape.
It's plausible that AI tools were used in drafting or editing this article, particularly in organizing the information or generating quotes. However, the nuanced and personal nature of employee accounts suggests human oversight in the storytelling process, ensuring that the emotional weight of the narrative is preserved.
The intent behind the article may be to highlight the fragility of modern business operations in the face of cyber threats. By focusing on the immediate impacts of the cyber attack, the coverage invites readers to consider the broader implications for corporate practices and employee rights.