Our customers’ world is changing fast. They are living through a period of great political, social and technological change.
Introducing Plan A 2025
"Plan 2025 moves us
on another step
towards becoming a
sustainable business"
"Plan A 2025 provides the
deep social purpose we
need to ‘anchor’ the M&S
brand for customers and
colleagues alike"
HELPING TO MAKE M&S SPECIAL AGAIN
In November 2017, we launched a new plan to accelerate the transformation of our business with the aim of making M&S special again through sustainable, profitable growth that delivers value for customers, colleagues, shareholders, communities and planet alike.
Step One
Restoring the basics
Over the next 12-18 months we want to build on the legacy of over 10 years of Plan A progress.
We want our customers to choose M&S products and services because they’re informed about the healthier and more sustainable options we offer.
We need our colleagues to be fully involved in developing and promoting the business.
And we need to find ways for our operations and supply chains to become even more efficient.
Customers
Bringing Plan A product attributes to life
Showcasing the M&S difference of how we source our products.
A bigger role for Plan A in communication
Both in how we market our brands and drive innovation to meet the needs of our customers.
Building trust
Reducing risks through robust governance, systems, compliance and partnerships.
Colleagues
Using Plan A for even greater engagement
To build our relationships with the communities around us and contribute to the development of an inclusive business able to attract the best talent.
Efficiency
Driving down costs by cutting waste
Through focusing on energy and food waste.
Reducing risks and increasing productivity
By working with suppliers to address the challenges of plastic waste, packaging and climate change.
Step Two
Shaping the future
These are actions which we’re already piloting and testing today, ready to roll out in 2-3 years’ time.
Together, they will represent the next step to a more digital, technology-enabled business that reflects and values customers’ lifestyles.
This will be a phase where we take newly founded innovations, efficiencies and loyalties to create a business for the future.
Customers
Plan A attracts new customers
By providing evidence of a contemporary and ethical brand, appealing to a wide range of new and existing customers.
Transparency
Demonstration of our ethical and environmental standards in action, visible to all.
Colleagues
An engaged, skilled and inclusive workforce
Scaling-up our activities on transforming communities and meeting new benchmarks or equality in the workplace.
Efficiency
Leaner supply chains and franchises
Supplier Sustainability Scorecards being extended to all supply chains and efficiency benchmarks to key franchises.
Sustainably designed products
Designed to give the best customer experience and with the least social and environmental impact.
Step Three
Making M&S special
By 2022, our Plan A 2025 commitments will be a platform of excellence, providing an M&S difference to all our products and services.
This will inspire the development of new products and services.
As well as addressing today’s risks, we want to evolve an approach which automatically responds to any new emerging social and environmental challenges.
Customers
Plan A allows us to move into new markets
New products and services meeting the social and environmental needs of our customers.
Engagement
Engaged customers, clear about the steps they can take to make a positive difference.
Colleagues
An employer of choice
Regarded for our values, skills and innovation.
Efficiency
Zero waste, carbon neutral supply chains
Suppliers and business partners adopt M&S’s zero waste, carbon neutral culture.
Sustainable products
Products that exceed customers’ expectations while also creating a fairer and sustainable world.
Helping Make M&S Special Again
In November 2017, we launched a new plan to accelerate the transformation of our business with the aim of making M&S special again through sustainable, profitable growth that delivers value for customers, colleagues, shareholders, communities and planet alike.
step 1
Restoring
the basics
step 2
Shaping
the future
step 3
Making
M&S special
Performance Summary
Progress key
Progress key
Progress key
2018 downloads