"Sainsbury's World Class" video

Video about Sainsbury's aim “to be the best retailer in the world” and for “world class standards of service, quality and value evident in all our stores” by 1997.

The video asks “trading departmental directors what support they will be providing to retail division to help us achieve these high standards”. It looks in particular at some “signature departments”: produce (fresh fruit and vegetables), meat and fish, delicatessen, bakeries, and off licence (beers, wines and spirits).

The video was filmed at three Sainsbury’s stores: Kenton, Wigan and Kings Heath.

Contents:
1. Introduction by narrator and David Clapham (Retail Director) about establishing ‘world class standards’. Includes footage of Kenton store exterior, store interiors, senior managers at the store.
2. Terry Wells (Senior Manager, Customer Services) talks about the importance of the ‘signature departments’ and customer service. Includes footage of checkouts and customer service desk.
3. Ian Merton (Departmental Director, Produce) talks about the fresh produce department (fruit and vegetables, also including flowers). Discusses improvements in the department such as revision of packaging, split delivery system, refrigerated table display, display outers which reduce handling of bananas, increased delivery cycles for flowers and new flower services. Includes footage of produce displays in a store and displays of flowers.
4. Stuart Mitchell (Departmental Director Meat/Fish) talks about meat and fish department including counters. Discusses improvements to meat and fish counters, customer service and advice at counters, the new Occasions range of party foods, other new products, and new training materials. Includes footage of meat and fish counters with staff and customers, Occasions range displays and products, and pre-packaged fresh meat displays.
5. Angela Megson (Departmental Director, Delicatessen) talks about delicatessen counters. Discusses product range and merchandising displays, targets, and a new delicatessen counter format. Footage is included of delicatessen counters with staff serving customers, and products.
6. Brian Horley (General Manager, JS Bakeries) talks about in-store bakeries. Discusses new products (patisserie, hot pies, chicken), computer-based production planning process, and training for bakery staff. Footage is included of in-store bakery counters, fresh bread and other bakery product displays, patisserie displays, hot pies and chickens.
7. Allan Cheesman (Departmental Director, Off Licence) talks about importance of merchandising properly in the beers, wines and spirits department including training. Footage is included of beers, wines and spirits displays and products.
8. Terry Wells talks about the company’s investment in customer service. Discusses importance of customer service, new facilities, SmartBox plastic crates, ‘FEM’ (Front End Management) system which help cashiers and supervisors to deal with interruptions at checkouts, reducing problems with unknown items (items which fail to scan). Sarah Derbyshire (Deputy Manager, Kings Heath store) talks about how they’ve improved customer service at that branch. Footage is included of staff serving customers including at counters, Kings Heath store exterior and interior with staff and customers, coffee shops and other store facilities, Smart Box, checkout with ‘FEM’ system.
9. The various senior managers featured conclude with an overview of how they see the year ahead.

Duration: 23 minutes. Video produced by Sainsbury's Visual Communications & Events.