**M&S Supplier Turns to Manual Processes After Cyber Attack Disruption**
In the aftermath of a significant cyber attack affecting Marks & Spencer (M&S), one of its largest suppliers, Greencore, has been forced to return to traditional methods for managing its orders, utilizing pen and paper. This disruption has arisen amid an inability for M&S to offer online purchasing options for clothing and home goods for more than a week. As a result, various stores have experienced empty shelves due to impeded food deliveries, leading to considerable operational challenges during a crucial period.
Dalton Philips, the chief executive of Greencore, reports that the company has increased its deliveries by 20% to ensure that adequate supplies are available, particularly for the approaching bank holiday weekend. Greencore, known for providing sandwiches, rolls, and wraps, has taken proactive steps to mitigate the fallout from the cyber disruption, which has affected M&S’s operational systems, leaving some logistical challenges unsolved.
As customers and employees alike are feeling the impact of these disturbances, concerns have arisen regarding employee compensation, as some staff reported being unable to clock in and perform essential functions due to the system failures. Employees have expressed anxiety over their pay, uncertain if they would receive accurate wages due to the inability to access necessary apps and systems for logging hours worked.
Philips shared insights into the operational response at Greencore, stating: “In the absence of having all the systems communicating, you revert to how it was 25 years ago.” This regression to manual processes highlights the severity of the disruptions M&S is facing as a result of the cyber attack. Efforts by Greencore to send more products than usual to M&S stores, even exceeding Christmas quantities, showcase the urgency of the situation. The goal has been to fill the supply chain gaps and ensure customers have access to food items.
George, a worker at an M&S store in Wales, described the chaotic environment, labeling it “a nightmare.” The staff has reportedly received contradictory instructions frequently, creating confusion about operational procedures, including the handling of gift cards in stores. Another retired employee, Jeannette Pellen, recounted difficulties in obtaining managerial advice and communicating with outsourced HR representatives amid the ongoing crisis.
Although M&S has attempted to reassure staff that they will be compensated for their contractual hours, uncertainty still looms over the delivery of accurate payment, fueling discontent among employees. As operational hardships continue, M&S’s management has remained calm and committed, tackling an array of challenges exacerbated by the cyber attack.
The media has noted the extensive pressure M&S’s bosses are under, with Philips highlighting the dedication and determination of the retail team’s response. Greencore’s intervention, including the deployment of extra staff to M&S stores requiring additional assistance, reflects the cooperative spirit among suppliers and retailers in times of crisis.
Despite ongoing outages and limited system access, M&S has remained reserved in communicating specifics about the nature of the cyber attack. Observers warn that the longer these challenges persist, the greater the risk to M&S’s reputation and customer loyalty could become. The company’s approach to communication has been generally praised; however, there are calls for greater transparency about the incident and its implications.
Liam Byrne, the chair of the Business and Trade Select Committee, has reached out to M&S’s chief executive, Stuart Machin, for clarification on the incident. He emphasized the importance of understanding the details behind the cyber event. Advice from former executives underscores the delicate balance of managing public relations during a significant disruption: “Say nothing until you know everything. Then say everything. Then say nothing,” they suggest.
As M&S navigates these turbulent waters, it remains to be seen how the company will adapt and evolve in the face of cyber challenges and supply chain demands, all while maintaining trust with its customers and employees.