... working in stores, and new levels of customer service to aim for. The initiative focuses attention on 'power hours', the key time of day when each different store is at its busiest, and everyone available helps on the sales floor. The programme also ensures regular team briefings and a concentration on all the little efficiencies and 'shop keeping' tasks that add up to making it really easy and enjoyable for their customers to shop. Above all, it has encouraged colleagues to become accountable for the performance of their store. This, along with a new bonus scheme based on store sales targets where colleagues can earn a bonus above their salary, and the general recovery in sales, has seen a major leap in the motivation of the people within Marks & Spencer, which they believe now shows in the service they provide. They hope that by building on the Foundations For ...

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