"The SMART Network: Customer First Management Special" programme, 27 April 1999

Recording of a special business television programme for Sainsbury's staff about the "Customer First Management" (CFM) plans to restructure the management of all Sainsbury's stores. The programme was broadcast on the "SMART" network (Sainsbury's Management and Retail Television) on 27 April 1999 by satellite to Sainsbury's stores, depots and offices. It was part of the support material sent to all stores. The programme consists of a studio discussion with Bill Williams (Retail Director), Terry Wells (CFM Project Manager), and Fraser Stevenson (Duty Manager, Leamington Spa). It is presented by John Howard, and features the "One Company, One Agenda" graphic. A follow-up programme the week after would answer any questions which arose.

Trials of CFM had been underway, and it was now ready to be rolled out to all stores. The project involved a major restructuring of the management teams in Sainsbury’s stores with changes to job titles, roles and responsibilities. The new structure was intended to be more customer service focussed and more efficient with more of the work on stock ordering being handled centrally rather than at individual stores.

Contents:
1. Introduction by presenter John Howard.
2. Bill Williams explains why CFM is needed.
3. Terry Wells explains what CFM is; the benefits of CFM; impact on jobs; changes in job roles; and the new Duty Manager role.
4. Fraser Stevenson talks about how his role had changed following the introduction of CFM which had been trialled at his store Leamington. He discusses the contrast between his old role (Deputy Manager) and new role (Duty Manager).
5. Terry Wells explains how people will change roles (eg Deputy Managers).
6. Bill Williams talks about how the duty manager role ensures there is a senior manager in charge of the store at all times, and staff roles will be enriched but that existing staff expertise will still be used in the new structure.
7. Terry Wells talks about the new stock control manager role, the centralization of inventory control, and how it will free up the time of departmental managers.
8. Fraser Stevenson talks about the stock control role.
9. Terry Wells talks about departmental managers roles; change of job titles and role to emphasise customer service; personnel and training manager roles and changes to training programmes; administration manager role changes; assistant manager roles; the roll-out of CFM; the benefits for staff.
10. Bill Williams talks about the benefits for the business.

Duration: 16 minutes. Produced by Sainsbury’s Group Internal Communications in association with CTN [Corporate Television Networks].