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nside. In the news 3 Four in a row in Grocer 33

price clnecl<

Your news 5 Emerald Park wins Investors

In People 6 Lambandbeef by royal

appointment 7 Cheesey grins at Burnley 8 Access for all at Warren Heath

Industry news 17 How the profit protection group

is tackling theft and fraud

Features 9 Secrets of success at the

retail awards 10 News from the management

conference 19 Linlithgow colleagues try

something new 21 How stores celebrated

Active Kids

People news 16 TellJustin 20 Shining Stars

18 Introducing UK-grown kiwi fruits and the gratsuma

Competitions 24 Win Orange Experience/

Red Letter vouchers and bottles of Pimm's

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M M There has been a fantastic reaction M Mto the launch of "Sainsbury's - Try something new today." Thank you for all your efforts to make the launch a success. In store, the PCS looks great and supply chain colleagues have worked hard to ensure that the right products are in store for our customers. I hope you all enjoyed your free samples and you are trying new products and recommending them to your friends.

In this edition there is a full report on the

\Q recent management J conference where we

unveiled the new look for our external advertising. It's been in

store for three weeks now and our customers are telling us how much they like it! The feedback on the conference h'as been very good and you will have received a briefing from your manager. It was great we were also able to celebrate success and reward colleagues who are living the values in their work every day

We have some great sales opportunities coming up with Halloween and Bonfire Night. For Halloween we have some fantastic products in stores suitable for ghosts and ghouls of all ages! These include confectionery, TU fancy dress costumes for children and some great cakes and biscuits available from the bakery counter. For Bonfire Night, more stores this year are selling fireworks, so we really have everything in store for some great parties.

Christmas is fast approaching and I am delighted we have once again increased the colleague discount to 15 per cent. This increase starts on 13 October and runs until close of business on Wednesday 11 January 2006. This means we have three months and four pay days to take advantage of this extra discount and hope you will all try something new next time you are shopping in store! Trade wel ff

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Inthenews Keep up to date with the latest news across the company

prices lowered since January '05 sainsburys.co.uk Sainsburv's

Great four value in Grocer 33 Proof that Sainsbury's products are great value came from The Grocer33 pricing survey not once, not twice... but four times in a row!

Sainsbury's won the top slot for the first time on 27 August when The Grocer reported: "This week's results really do prove that Sainsbury's is now a serious contender in the multiple grocery sector's price battle."

As this was Sainsbury's first win, the magazine described it as a surprise victory. But there

Best cellars The BWS team has done i again - they've won the o Wine Supermarket of the award at the Internationa Challenge Awards.

Wine category manag Jane Hughes was delight with the win. She said: "We're thrilled. We have now won four of five major industry awards and this is thanks to the dedication and hard work put in by our teams right through from store colleagues to our expert buyers. If you work with wine, then you have contributed to this award - so

was more to come the following week when Sainsbury's maintained its foothold on the top slot. The Grocer said that Sainsbury's was "guite comfortably cheaper than its nearest competitors."

The followino week saw Sainsbury's complete the hat-trick, winning the cheapest shopping basket for the third consecutive week. And the cost of the basket was an impressive 41p cheaper than the previous week.

By 17 September, the top slot was still unchanged, as Sainsbury's continued to provide the cheapest basket and claimed the prize for the fourth week in a row.

"This is excellent news, and it proves that customers are seeing a difference. So far this year, we have reduced 8,000 prices... and counting," said Justin King.

At the same time as Sainsbury's was being rated the cheapest, Asda and Tesco were both claiming they were.

Cheers... n f The BWS team ^ celebrates on H the night •

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The j u d f l l l H H H l impressed by the high level of training colleagues receive, as well as in-store merchandising and the information offered to customers.

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the Sainsbury's Reserve Selection Chilean Caberne Sauvignon 2003 also recei one of the Great Value Red Wines of the Year trophies.

Great catch at seafood awards

Sainsbury's has picked up first prize In the multiple category at this year's Seafood Retailer of the Year awards - for the second year running.

Being first to market mussel tanks and implementing a successful in-store sampling campaign were just a couple of Initiatives that made Sainsbury's submission stand out from the rest.

The judges praised Sainsbury's commitment to sourcing fish from sustainable fisheries and maintaining Its involvement in many environmental initiatives. Praise also came for developing relationships with local suppliers and communicating extremely well with customers.

Fish category manager Melanie Sachdeva was delighted to retain the -trophy. She said: "It's an honour to receive this great award for two years running. We have continued to drive product innovation and guality, and worked hard to educate and inspire our customers about fish."

I

Yournews All the news from around Sainsbury's

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For most people, holidays are among the highlights of the year, but they can turn into nightmares. That's why you need travel insurance.

Don't forget travel insurance when planning a half-term trip or Christmas getaway. One in five people aged 18-24 who took a holiday last year did not have travel insurance, while the corresponding figure for people aged 45-64 was only six per cent.

Robert O'May, travel insurance manager for Sainsbury's Bank, said: "The excitement of going on holiday means that people can sometimes forget to organise adeguate travel insurance for themselves and their families. Good cover is essential for those travelling abroad, whether it's for a short break or a fortnight. If problems do occur, the impact can be kept to a minimum, allowing you to continue to enjoy your holiday."

Sainsbury's Bank travel insurance offers competitive premiums and some of the most comprehensive cover available, and colleagues are entitled to 10 per cent off. Visit www.sainsburysbank.co.uk/youchoose or call 0845 300 3190, quoting colleague code T1408.

TOP REASONS FOR CLAIMING ON TRAVEL INSURANCE FOR i

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Other loss (glasses, cameras etc) Travel delays Stolen money/baggage/documents

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The key to unlocking your trolley Frustrating isn't it? You need a £1 coin to unlock your trolley but you're fresh out of change. Now there's a solution - a trolley coin designed to fit any £1 trolley lock. And it comes attached on a handy keyring so you can always keep it with you.

The coins will be on sale in stores from 15 October. And they cost - you guessed it - £11

And some lucky Nectar cardholders will receive a letter in October with a voucher to collect a free keyring in-store.

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Brand new look for Sainsbury's website There's a whole new look for sainsburys.co.uk - the website has been given a complete makeover to reflect the new corporate branding. The structure and layout have been simplified so it's easier to navigate, and there are new sections containing inspiration and informative content. • Homepage The homepage has a much cleaner, simple layout so that shoppers and new visitors can easily find what they're looking for. • Navigation The site is much easier to find your way around, with a new dropdown menu giving a preview of what's in each section. And there's a clear keyword search facility, too. • Food and drink The recipe database is improved, with helpful nutritional Wheel of Health information.

There's now a food and features section including

inspiring meal ideas and recipe features from Sainsbury's Magazine.

There's lots of information for the health conscious, too. • Drink The wine section now incorporates beers and spirits, and these new sections will include backgrounds on suppliers, showcase press-recommended wines, new lines and more. • Shopping and services This section provides clear information about the benefits of each of our online services and shopping. Plus there is a new and improved store locator. • Nectar There's now a helpful points checker so customers can find out their total at a click, plus suggestions on what items and rewards they can redeem against.

Don't forget, you can get an extra 10 per cent colleague discount on purchases on-line.

Double success for Emerald Park Emerald Park is the latest depot to be awarded Retail Service Centre status - thanks to the hard work of colleagues In achieving their key performance Indicators.

The depot was set challenging targets in pick accuracy, schedule adherence and service levels, and performance at all levels has steadily Improved throughout the year.

General manager Nigel Brigden said: "Our performance on orders In transit has been consistent, which is particularly pleasing as we move an average of 200,000 cases each week. In addition, our schedule adherence has improved along with our pick accuracy. As a site, continual Improvement Is

something we strive for." The retail service desk. In

particular, has received good feedback from stores. Steve Bourne, duty manager at Emersons Green, told the Journal: "The team try to do as much as they can to help us. Now they look at our forecasts and if we have an issue with availability, they will try to get stock in from elsewhere. They have definitely improved In the last year, and they deserve this success."

Investors In People Meanwhile colleagues are also celebrating after winning Investors In People accreditation.

Nigel Brigden explained: "We first applied for Investors In People back in May 2004 but that time we failed to meet all the criteria. The assessors gave us feedback on how we could improve and that spurred us on to try again this year.

"We worked hard on improving communication and training and we introduced regular, effective Ms with colleagues in all departments."

In May 2005, two assessors returned to the site and gave the good news that the site had passed. "Needless to say, we were delighted with the accreditation," said Nigel. "It's a credit to all colleagues at Emerald Park."

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of making Sainsbury's great agaii Look out for more information in the October monthly briefing

and your chance to apply in November.

Bags of potential

Austin power Stuart Austin from Waltham Point depot certainly went the extra mile for a customer when he found a handbag in a rubbish bin.

On his way home from work, Stuart noticed the new-looking handbag in a bin.

Thinking it had been lost or stolen, he opened it and found a diary, credit cards, door keys, a pension book, bible, rosary beads, an inhaler along with an empty purse.

He immediately phoned the number In the diary and offered

to deliver the handbag in person - a distance of eight miles.

When he arrived at the house, the elderly couple were quite shocked to see Stuart wearing a Sainsbury's uniform because they were shopping in Enfield store when the handbag was stolen!

The couple had nothing but praise for store colleagues who allowed them to finish their shopping and also made sure they got home safely. Stuart's quick thinking made them doubly grateful to Sainsbury's.

Have you ever wondered how much it costs to give away free carrier bags to customers? Well, last year it was a whopping £16 million -and that figure is set to rise.

And then there's the environmental impact, too. In 2004, over 10,000 tonnes of waste was produced as a result of giving away these bags. Although larger stores offer plastic bag recycling units, many customers would prefer to use fewer carrier bags in the first place.

Bags for Life That's why Sainsbury's is promoting the use of reuseable bags such as Bags for Life, Super Shopper bags, wine carriers and cool bags. They're stylish, sturdy, they've had a trendy new makeover, and they're in stores from mid October.

Bags for Life are bigger and easier to pack so customers spend less time at the checkouts. And that's not all - profits from Bags for Life go to charity so they help you do your bit for charity and the environment, too.

Super Shoppers also reduce gueues at the checkouts. The bags were reduced to just 25p from 10 August to 7 September -and they've been flying off the shelves. In fact, sales have increased by 340 per cent since

'"Many customers would prefer to use

fewer carrier bags

the price was reduced - proving that customers can spot a bargain when they see one!

Stylish and sturdy Wine carriers have been a hit with customers, too. These sturdy bags have six handy compartments for wine or champagne and they sell for just 50p. Since they've been available, the use of disposable cardboard carriers has halved.

New cool bags are also a bargain at 50p. They provide the perfect method of keeping frozen and chilled food cool on the way home. And they also cut down on the use of carrier bags.

Sainsbury's has been listed in the Dow Jones sustainability index which helps the investment community make more informed decisions on behalf of their clients and tracks sustainability performance.

Lamb and beef by royal appointment Lamb and beef reared in the far north of Scotland will soon be on sale at 23 Sainsbury's stores thanks to an initiative launched by HRH Prince Charles, The Duke of Rothesay, on behalf of the Northern Highlands Initiative.

The meat will be sold under a new brand - Mey Selections. All Mey Selections products will carry the Prince's signature and a watercolour he painted. The painting

features a view of the Castle of Mey from the walled garden, binding together the Castle's long royal association with the produce of the area.

The area of the North Highlands is close to the Prince's heart. He hopes that this new initiative will make a real difference to Its long-term future by building on its local distinctiveness and identity.

Sainsbury's is to be the sole multiple retailer for Mey Selections. If the project is a

success, more products such as cheese and whisky may follow the lamb and beef onto Sainsbury's shelves.

What's in a name? Meet Mary Salmon, a food technologist on deli products - and one of her products (you've guessed it) is salmon pate!

Do you have an appropriate name for your job? The media centre is on the ^ lookout for colleagues with Christmassy \. names to be Christmas ambassadors for their store.

So if you've got a Mary Christmas, a Noel Mistletoe, Holly Cracker or even a Cliff Richard in your store or depot, then contact Melanie Etches in the media centre on 020 7695 8451 and she'll help you get publicity for Sainsbury's and your store. The first 20 responses will receive a bag of Christmas goodies so get dialling now.

"We were over the moon when we heard we had won

Burnley deli say cheese Burnley deli colleagues are full of cheesey grins after becoming Northern Regional Winner in the Retail Cheese Awards sponsored by Dairy Crest and The Grocer.

"It's the first time we've entered an award like this," said CTS Catherine O'Kane, "so we were over the moon when we heard we had won."

Catherine and her colleague Lynne Chapman decided to enter the awards back in March. They sent off the application form along with photos of the deli counter and waited to hear the results. But first they received an unannounced visit from the judges who asked Lynne lots of searching questions,

testing her knowledge of the products. Catherine said: "Lynne is completely

passionate about our food - especially deli products - and I'm sure that contributed to our success. We've got a great bunch of colleagues on the counter and their enthusiasm shines through."

Lynne and Catherine went to the prestigious awards lunch on 6 September at London's Cafe Royal, where they were presented with a plaque and £500 to share among the deli colleagues. Sadly, they were pipped to the post of overall winner but, undaunted, they're determined to try again next year.

CUSTOMER CORNER

Q Where can I go to get details on all Sainsbury's

products and services?

A With the re-launch of the new look public website last

month (www.sainsburys.co.uk), we have published some useful Question and Answers under the headings of our food, our company and our services.

The Q&As will answer some of the questions most frequently asked by our customers visiting the website. It will feature as part of the dedicated customer service

page and will help direct customers to some of our other websites and relevant contact details for information.

If you get a chance, have a look at the new-look website and the customer service page.

Q How can Sainsbury's help with the cost of Christmas?

A For the whole of October this year, we are running an event

in most of our stores to give one-third off Christmas gifting products. Because this is starting

early, we're helping our customers spread the cost of Christmas so there's no need for the last minute rush!

Q Why have my nectarines and peaches gone off so guickly?

A We have put strict controls in place to ensure only the

freshest products are packed, while selecting only those varieties that have good conservation and shelf life. The fruit is also rotated as quickly as a possible.

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Shaw-fir success Four of the five stores bought from Shaws have now been converted to Sainsbury's Locals.

The first, at Maidenhea( opened in July swiftly followed by Stanwell, Woki and Camberley. The final s at Chessinqton will open its doors as a Sainsbury's before Christmas.

All 227 colleagues 4 employed by Shaws were 1 , offered jobs with Sainsbury's.

The local mayor attended the first opening at Maidenhead while entertaim kept the crowds amused. |

The store has proved vei| popular in the area. "We tooi £15,000 on the first day," said Liz Barker, area manager for region 75. "Sales have settle down since then but we're ^ doing well against our budge..

sainsbury's Local

making i''^ *

Joining the pension is simple Sainsbury's and Legal & General have introduced simplified joining for the stakeholder pension. All you have to do to join the stakeholder pension is complete and sign a one-page form. There are no complicated application forms or questions. This means that it is now even simpler for colleagues to take advantage of the company contribution of up to six per cent of pensionable pay and free life cover.

Interested colleagues should phone the help line at Legal & General on 0845 302 0323 for an application pack or to speak to an adviser. Calls are charged at local rates and may be monitored and recorded.

Access for all at Warren Heath

• 1

1

Respect for the individual

Warren Heath colleagues are celebrating being nominated for an award for their work in recruiting and retaining disabled colleagues.

Personnel and training manager Lisa Simister explained: "We've always believed that

disabled colleagues have a lotto offer

Sainsbury's so we work with the Papworth Trust to find

the best candidates for our jobs-whether they are disabled or able-bodied.

"We now have a number of disabled colleagues and we

do our best to make reasonable adjustments to make their working lives easier. For

example, Margaret Peddar needed a specially adapted chair to help her work on checkouts. We were able to source this guite easily and Margaret is now happy and comfortable in her work. It's a small thing for us to do but it's made a big difference to Margaret."

The Papworth Trust was so impressed with the store's commitment that it nominated Sainsbury's for the award run by the Royal Association for Disability and Rehabilitation (RADAR) saying: "Leading by the example of being positive about disability in the workplace and supportive of individual needs prompts other disabled potential employees to apply to work in the environment."

The whole team have now got their fingers crossed to find out if they have won their category at the awards ceremony on 5 December. "It's an honour to be nominated," said Lisa. "So imagine how excited we'll be if we win!"

Leadingtheway Product knowledge is a vital element of successful customer service whether the department is customer facing or taking orders on the phone, as two more of this year's retail award winners demonstrate

Keeping up appearances Confidence and competency are the cornerstones of the award-winning Torquay dell department, according to dell manager Pam Mellish. "Customers expect to see a freshly stocked, attractive counter and they like to watch their food being professionally carved or weighed out in front of them.

"Since I started here when the store opened 14 years ago we've moved towards more hand-carved meats and away from pre-packed products. That's meant training is essential because we carry out a lot of the preparation In front of our customers. Our deli deputy Sue Sleeman has attended the hand-carved meat course and other col leagu"

have been on the company's! intermediate course. We hav an excellent team and new colleagues are always keen learn - they understand that they look good if they know what they're doing.

"Product knowledge is also important and that's especially so as the range we've stocke ' has grown over the years. F example, we sell lots of different cheeses and our customers have a much better appreciation of cheese varieties - it's no longer just cheddar. We need to know whether a certain cheese is vegetarian, or local, or pasteurised so that we can give accurate advice. Enjoying the product and knowing about the regions and flavours is a big

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Communication and lots of team spirit

of the overall Sainsbury's to You operation

In the Rustington Sainsbury's to You department in West Sussex, a combination of teamworking -both within the department and with store colleagues - and knowledge of the customer contributed to this year's retail award success.

"We never forget that our drivers are part of the overall

_ . , Sainsbury's to You operation," ^ * ^ ' l i n S O said manager James Anderson.

"So we ensure that before the drivers come on shift, all their

ambient products are already loaded for them. This gives them a few minutes extra for each delivery,

allowing them to provide a

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better service. We have a marshall who ensures that all the relevant product Is ready in the right lane at the start of the day and this reduces loading errors, which in turn minimises complaints. It's very much a team effort.

"Our shoppers are also confident about making decisions on behalf of their customers. In many cases if they're working a regular shift they get to know what their customers will be happy with if the requested product isn't available - that knowledge is extremely useful and, once again, contributes to our low complaint rate.

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Monkey business Notice anything unusual about this photo? Did you spot the gorilla? That's more than some customers did!

achieving tine new, touglier mystery customer measure • 110,000 coileagues received a bonus ttiis year • Tell Justin has received 8,500 suggestions and 1,000 of those have been implemented • 90 per cent of colleagues completed Talkback • 8,000 prices have been reduced... and counting • Sainsbury's achieved the lowest priced basket in the Grocer 33 for four weeks in a row • Average out-of-stocks have reduced from 2,000 to 440 • There have been positive like-for-like sales for three successive guarters • 88 per cent of colleagues recommend Sainsbury's products.

"These are fantastic achievements in just 11 months," said Justin. But he warned against complacency. "We have achieved a great deal but we need to move on at least as much again in the next 12 months. There is still more to do to make Sainsbury's great again."

Did your manager come back from the management conference talking about gorillas? Then you know the thinking behind Sainsbury's new ad campaign.

Research shows that customers "sleep shop" - they buy the same products every time they visit the supermarket. There's a huge range of 30,000 products at Sainsbury's but most customers buy from a list of just 150.

So Sainsbury's tested out the theory. They dressed a man in a gorilla suit and sent him round a store. When the cashiers asked customers if they noticed anything different in the store, they found nobody had noticed a thing!

The research also showed that customers would like Sainsbury's to

give them inspiration on new products to try and how to cook different dishes. And that's how Sainsburys Try something new today was born.

Managers got a sneak preview of the new ad campaign at the management conference at Cheltenham in September.

The conference was also a chance for Justin King to look back on a year of progress - and there was a lot to celebrate: • Customer satisfaction is the highest it has been for two years • 57 per cent of stores are now

Great ape... A gorilla gets friendly with delegates at the management conference

much again in the next 12 months

lAfi O ipdouA Sainsbury'snewad campaign is set to fire up customers' imagination ,.you Customer director Gwyn Burr unveiled Sainsbury's new advertising campaign -try something new today at the management conference. It's a new departure for Sainsbury's and will appear on all TV and newspaper advertising as well as on point of sale.

"It's a simple concept that we can use in everything we do," said Gwyn. "Try something new today is about so much more than advertising. The great thing about it is how we can relate to it in our day-to-day jobs no matter where we work. We can all try a new product, we can think of ways how we can serve our customers even better - we can suggest to them that they might like to try something new or different."

The new campaign is based on the fact that most people "sleep shop". This means that they buy the same products every time they go shopping without taking time to look at new products, let alone buy them or even think about new ideas they could use in their everyday cooking.

Proof that customers "sleep shop" came with the new Jamie Oliver advert showing a gorilla walking round the store - yet customers didn't really notice any difference in the store as they shopped!

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Thebigpicture Headline news from the management conference

New strategyB for IQ H for JS • Restaurants Retail director Ken McMeikan had great news for JS Restaurants colleagues - they will continue to be managed by Sainsbury's. " I have met many colleagues who believe we can run our restaurants better than anyone so we'll be doing just that." However, the restaurants currently run by Eurest will not be transferred back to Sainsbury's.

"We have to fix the basics to ensure that all JS Restaurants are fit for purpose by the end of the financial year and we are recruiting an operational support team to support stores in driving sales and raising operational standards."

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Christmas is coming-and Sainsbury's has already identified 11 hero lines where there's potential for sales uplift. Each of these lines is being supported by a board director -so make sure you've got plenty of stock for these products

NEW LOOK FOR HOLBORN

There's a new look for H o ! ^ ^ ^

The offices have been relaunched as

the store support centre, reflecting the key

ro"le that stores play at Sainsbury's. Out g

paintings and artwork and in come posters of colleagues celebrating success

PRODUCT Dows Trademark Finest Reserve Rort Becks and Stella Artois multipacks

Frozen party bites Sr-= . . , ....,a.< 300g cranberries General merchandise electrical products Sainsbury's deep filled mince pies

• whisky Bisto gravy granules

BOARD SPONSOR Justin Kinq Gwyn Burr Lawrence Christensen Mike Coupe Hamish Elvidge Tim Fallowfield Jim McCarthy

Tim Pile Darren Shapland Imelda Walsh Ken McMeikan

Convenience is up for the challenge Managing director of convenience, Jim McCarthy, gave a quick overview of the progress made in convenience in the last year. "We have doubled store numbers from 130 to 265 and driven our conversion programme at a pace. As a result, Harrogate store has seen a 70 per cent increase in weekly sales," said Jim.

In addition, rebranding Shaws store to Sainsbury's Locals is also driving sales. At Maidenhead alone, the rebranding has brought in an 80 per cent increase in weekly sales, while a refurbishment at Headcorn has seen a 10 per cent increase in weekly sales.

Central stores are due to join the convenience portfolio on 10 October and Sainsbury's plans for convenience stores are challenging. "But convenience is up for the challenge," confirmed Jim.

Leap forward for supply chain The supply chain has made huge leaps forward in the last 11 months -but there is still a long way to go, said supply chain director Lawrence Christensen.

The focus on availability has been rolled out to all stores and on-shelf availability has improved as a result. Gaps have reduced from 2,000 to an average of 440. In addition, product wastage has

WHAT DID THE DELEGATES THINK?

"It was great to be able to celebrate success, particularly on the work around the supply chain. It was also refreshing to see the whole management team all under one roof." Paul Gilligan, store manager, Islington

reduced by 40 per cent and depot volumes have increased by 10 per cent using existing sites.

Lawrence said that retail support teams have been a big help to stores. "I get great feedback from stores on the impact of the retail support teams, and that's great because we need to understand each other's problems," he said.

But there are some supply chain

problems that stores can help solve, and one of those is returning roll cages. "On average, every store is holding 30 roll cages, making a total of 15,000 across all stores. To put that in perspective, if you put them in articulated lorries, that would create a six-mile gueue. Please, give them back! Without them, we will experience severe operational issues."

"I thought the conference was very up-beat and focused on the positives and what we can do to make a change. Try something new today is a message that works for retail and the supply chain. Now we must deliver consistently because if we deliver, the company delivers." Malcolm Gibbons, store manager, Heaton

"I came away from the conference feeling very positive and focused on what needs to be done. I'm getting a great response from my colleagues. The advert has gone down very welland the ideas cards have generated a lot of interest from customers." .;-.«:,,.-Simon Ross, store manager; Linlithgow : ;«*A^ *5S

"I thought it was brilliant. It was full of enthusiasm, passion and the drive to make Sainsbury's great again. It gave us all an opportunity to try something new to help us recommend great new ideas to our customers and colleagues back in store." Gillian Ekin, duty manager. Blackball

"We're living the values"

It's one year since Sainsbury's launched its goal and values. At the management conference, Justin King made awards to six colleagues who exemplify each of the values

When one door closes...

Keep it simple

Sometimes the best ideas are the simplest. That was certainly the case for Jane Basley. She heard that Asda was making redundancies at its head

office and stores and wanted to encourage the managers to talk to Sainsbury's about career prospects.

"We had heard the rumours before the redundancies were announced so we worked behind the scenes on an advertising campaign. That meant we were able to move guickly when the news was confirmed," said Jane.

The simple idea read "When one door closes, another 560 swing wide open". When it was published in the Daily Mail, it brought in 400 applications in four weeks, making it simple and effective.

Ringing endorsement for Bells

reat service "ivessaler *

Justin King singled out Graham Crump store manager at Bells store in Skelton for an award because of the effort he and his colleagues had made to drive sales. He said: "This manager has been focusing on his

colleagues and ensuring they are all trained and motivated. This was despite

underinvestment which meant that the store faced significantly greater challenges on a smaller scale than most others in the chain."

Graham said the award was a tribute to all colleagues in the store. "Selling Sainsbury's products in store has made a huge difference to us and we were determined to make the most of the opportunity," he said. "We were one of the last Bells

stores to get a refit but we wanted to show that you don't have to be branded Sainsbury's @ Bells to get really good sales. It's the products that make the difference."

Graham and his colleagues have been focusing on availability and service. "We're a village store so we know our customers very well," he said. "When we recruit we focus on taking on the right sort of person. We look for people with personality who are not afraid of selling. And we reward our colleagues for good sales figures. We definitely celebrate success in this store."

The approach has obviously paid off because weekly sales have gone from £47,000 to £54,500. "We even beat our budget by £10,000 one week - and that's not easy for a convenience store," said Graham.

With respect... Dave Jacobs was part of the team that worked on a restructuring programme within the supply chain. IHe spent time negotiating with colleagues and making sure that everyone

was able to have their say. Giving the award to Dave, Justin King said: "Dave

proved that we can do tough jobs in the right way."

Solving a weighty problem Vince Blackwell was working on the Enterprise Data Warehouse (EDW) when he had a "light bulb moment" about a long-running problem in the supply chain.

He explained: "Identifying the correct weight on meat deliveries has been a challenge within the supply chain for a long time. In

order to pay our suppliers, we must know the correct weight of the delivery-but we

don't have scales in our depots. Without a method of identifying the correct weight, we found about 70 per cent of our payments were having to be input by hand. Not only was that time-consuming, but it also meant that our data was inaccurate."

Vince's light bulb moment came when he realised that the data captured by EDW at the till could identify the weight of the product. "EDW gives us the value by weighing the product, so now we've finally got the accurate information we need."

Treat every £ as your own

When Sainsbury's relaunched the Organics range earlier this year, a huge team of people from across the business worked very hard to make it happen. The award for individual responsibility, team delivery went to everyone involved in the relaunch. "It's a great example of how - when we put our mind to it and involve people across the business - we can do something really special," said Justin.

Lots of people got involved in the relaunch including colleagues from marketing, business planning, trading.

supply chain, retail communications, internal communications, product technology and development, brand integrity, national advertising, design -and not forgetting stores. Justin invited Sarah Milnes, Cathy Port and Les Rowse on to the stage, along with Phil Jeal (above), store manager at Dulwich, the store which has seen highest organic sales since the relaunch.

So far the campaign has been a huge success. Just one month after the relaunch, sales were up 18 per cent against the same week in 2004.

Top ten So far this year, 10 stores have won the top stot in The Grocer for service and availability. Store managers from Market

Harborough, Stirling, Bury

St Edmunds, Chesham, Bridgwater, Sprucefield, Leamington Spa, East Filton, Hamilton, Ripon all got a round

of applause as they came up on stage to collect a bottle of Champagne each and Shining Stars cheques so they could host a celebration for all colleagues in-store.

TellJustin Colleagues' bright ideas are still flooding in to Tell Justin. Here's how two colleagues have made a difference to the business

i

Weekend starts here Debby Jones was working a very frustrating shift one Sunday morning wtien she had a brainwave. Debby, a Sainsbury's to You shopper, was struggling to fulfil all the orders with the customers' chosen produce and fresh items, but she realised she could have done the job much more easily the night before -when availability was much better.

"The more I thought about it, the more it made sense," she said. "Our store doesn't open until 10am on Sundays but many of our vans go out earlier at about 9.30am. As a result, we sometimes struggle to find the products on the shelves and can end up with substitutions - which customers don't like."

So Debby suggested the idea of shopping chilled items on Saturday evening to her manager and also wrote in to Tell Justin. Hazel Grove decided to trial the suggestion immediately. And as a result availability went up while complaints and substitutions went down.

Happy shopper... Debby collects the chosen products

'""^encouraging to see

leagues thinking aboul 1/ays we can improve

"It has worked really well for us so I thought it might help other stores," said Debby. "I have worked on Sainsbury's to You at Hazel Grove since the store opened. I also regularly work a late shift on Saturday nights so I

know that availability is much better at that time.

"I'm really passionate about doing a good job for the customer and this has definitely helped our customer service. It was a simple suggestion but it works."

Trading director Mike Coupe agreed. He wrote to Debby: "This

is an excellent idea, it is always very encouraging to see colleagues thinking about ways we can improve." Deborah's suggestion is now being cascaded across all zones and if the results show a marked improvement,, Mike has suggested changing the shopping seguence for the rest of the week.

Pick up a Penguin Liz Hottebrand, promotion space planner, was readinc Sainsbury's Magazine when one of the vouchers at the baci* caught her eye. She explained: "There was an « offer for £1 off a bottle of v. called the Little Penquin. I have a friend who loves penguins and I thought it would be a nice treat for her so I cut the voucher out and

*c Litt le Pcogu'"

took it with me on my next (Shopping trip." I But when she got to the "ore, she couldn't find the

Liz said: "Wine is ranged ding to country of origin

I stores, so i didn't know here to start looking. I

racked it down eventually and Ihat gave me the idea to write in to Tell Justin suggesting |hat the country of origin be |rinted on wine money off |ouchers."

I Liz's suggestion reached Justomer director Gwyn Burr

who saw the potential in the suggestion. She wrote back to Liz: "This is a great idea to help customers with the often tricky purchase of wine and would be a great way to promote sales. We have looked into it and are planning to include country of origin on wine vouchers from the October issue of Sainsbury's Magazine"

Liz received 1,000 Shining Star points for her suggestion. She may spend them on a bottle of wine!

I \K ft\ vlTv How to make a suggestion: If you've got a bright idea, simply write it \ r y ^ S^ down on one of the suggestion cards and send it off in the internal post

Industrvnews We look at the big issues affecting retailers and the grocery industry

Protecting people, property and profit The retail industry loses £1 billion every year to theft, fraud, burglary and other offences. It's big business, and Sainsbury's is taking the problem seriously.

The new profit protection group (PPG) has been set up to support stores and create an environment that's free from crime and free from the fear of crime.

Chris Holland, director of profit protection, explained: "We can detect trends in crime by analysing historic and current events. And that means we can place the right level of resource in the areas that need it most. By targeting the highest risks, we are able to impact, educate and refine areas where losses occur.

Crime prevention "Our support for stores includes a zone head of profit protection supported by regional profit protection managers and investigators. They work hard to investigate, solve and help stores in crime prevention."

There are several ways in which the profit protection group can help stores.

The crime incident database and data intelligence The profit protection group is launching a new database to capture all criminal activity across stores. "We can only do this if colleagues fill in incident report forms," said Chris. "It is vital that stores report every incident of crime, public order or anti-social behaviour. If you help us, we can help you."

The system will be accessed via Connect and through a simple user-

"By targeting the highest risks, we are able to impact, educate and refine areas where losses occur'i

friendly interface so that incident details can be reported quickly and easily

Analysis of these incidents is thejobof thedata intelligence team (DIT). They have access to all the crime information within Sainsbury's. Their job is to analyse incidents of theft, fraud, burglary, violence and a multitude of other offences -

making Sainsbury's a better place to work and shop.

The DIT will analyse all incidents as they happen, enabling Sainsbury's to place guards and investigators in the right place at the right time.

To use the crime incident database, go to Connect>stores> profit protection>crime incident database.

Civil recovery "Steal from us and we will do everything we can to recover that money." That's Chris's message to thieves - internal and external. "Every £ we get back from civil recovery will go straight back to the store that lost it. Remember, it's your money"

J Treat every £ as your own

1

Productnews Look out for these new products conning to stores soon

P | K kiwi fruits coming soon

imefortea Beautifully designed bone china used to be the preserve of the wealthy, only making an appearance on special occasions. Not any more.

Award-winning tableware designer Simon Stevens has created a range that is so desirable - and affordable - you'll want to use it every day.

Exclusively available at Sainsbury's, the Simon Stevens range contains a mixture of pure white fine bone china and soda lime optic stemware.

Prices start at just £2.99. Pleasing on the eye as well as the wallet, this is a range your friends will envy.

The first ever kiwi fruit grown In the UK will go on sale in stores next year.

Until now the fruit has only been grown In temperate regions of New Zealand, California, Italy, Greece and Chile. However, specialist growing techniques and new plants able to

"• stand lower temperatures are _^ jing the exotic fruit to the Kent icountryside for the first time.

Christian Hickey, fresh produce i buyeiv said: "New technology and our ——'ers' expertise are combining to

te crops in the English itryside which would have been linkable five years ago.

"Our suppliers are at the forefront of fresh produce development and their work is changing all the old rules about what

can be grown where." If successful, the move could cut

the number of kiwi fruit imported from countries around the world. Experts expect the first commercial crop of Kent-grown kiwis to be available next September.

Sainsbury's sells over 16 million kiwi fruit every year. Each one contains three times as much vitamin C as an orange, say food nutritionists.

• ^ ,

Introducing... t..«.grirsuma! A new citrus fruit went on trial in selected stores in September. Called the gratsuma, it's a grapefruit crossed with a satsuma.

The fruit has the look and taste of a traditional satsuma with a mild grapefruit taste and aroma.

Product technologist Theresa Huxley said: "The gratsuma is a very exciting addition to Sainsbury's citrus category and the new variety promises all the health benefits of grapefruit and satsuma combined. It has the lovely, firm, soft skin, and plump juicy segments we traditionally associate with a satsuma coupled with subtle aftertones of grapefruit.

"Yields of the gratsuma are currently relatively low - hence the trial. But we are

confident that in four-to-five years' time this fruit will be a seasonal favourite."

The gratsuma (official name Sweet Spring) is not a new innovation. The fruit was first produced in Japan in 1947 by crossing a Ueda Satsuma and a Hassuki (a mandarin variety and a Japanese grapefruit) and small guantities have been growing ever since. However, this is the first time the fruit has been sold in a UK supermarket.

,easonal favourite

Linlithgow colleagues have been inspired by Sainsbury's new ad campaign to try something new

Colleagues at Linlithgow have been cooking up a storm since they heard about Try something new today. They're all really enthusiastic about the new campaign and have been busy sampling new products themselves so they can recommend them to customers.

Bakery assistant Andrew King was so inspired by the ideas cards that he tried leeks in creamy sauce with a baked potato one evening. "It was really lovely," he said. "It's not something I'd normally eat but I really enjoyed it."

Andrew says the ideas cards

have made a real impact in the store. "The customers really appreciate the ideas they offer and we're working hard to make sure the shelves are full of all the products we recommend," he said.

Store manager Simon Ross wants all colleagues to try as many of the recipes as possible, so he has asked the chefs in the colleague canteen to cook one of the new recipes every day. "The nutmeg is lovely on spaghetti bolognese and macaroni cheese," said Andrew.

"There are so many good suggestions in the Ideas cards that we won't be short of ideas for meals"

"I'm definitely going to recommend that to customers. Hopefully, we'll be able to turn our sleep shoppers into dream shoppers."

Good ideas Kiosk assistant Anne Mathieson couldn't wait to try the sausages with apple and sage. "They were lovely - I'm definitely cooking that dish again," she said. "I've also tried the lamb chop with red onion sauce and that was delicious, too. I'm going to try the cabbage and bacon next. There are so many good suggestions in the ideas cards that we won't be short of ideas for meals.

"The ideas cards are a really good idea. A lot of them are healthy and they're quick and easy to cook - and not too expensive, either. Our customers really like the idea and we've sold lots of the folders already. Customers are asking us where they can find the ingredients so that gives us another opportunity to talk to them and recommend new products."

Jacqui Jeffrey also works with Anne in the kiosk. She tried the pork with lemon and sage and thought it was really tasty. She said: "We've got a good view from the kiosk and I have noticed that a lot of them are taking the ideas cards for inspiration. Whenever I get the chance, I ask them to come back in a few days and let me know what they think of the ideas so that I can pass that on to someone else."

Shinin^stars More examples of great service are rewarded with Shining Stars

I

Service with a smile... Angie (top), James (below left) and Hemanth (right)

Are you one of the brightest stars?

a point of talking to customers and apologising if they have had to wait at the checkouts."

Impressive James Hubbard was also commended while collecting baskets at Colchester. The mystery customer was impressed that James smiled at everyone and even took time to talk to her children. Personnel manager Dee Melody said: "James works hard and he always finds time to smile and greet customers. He's a great favourite with many of our regular shoppers - I'm not surprised the mystery customer noticed his friendly service."

Customer director Gwyn Burr said: "I'm delighted to be able to

reward colleagues for great service - especially when it's been noted by an

external person. "None of these colleagues

remembered the incidents when they impressed the mystery shoppers, but that's because it's just a part of their normal everyday job. They all offer great service every single day."

Every period, mystery shoppers will recommend colleagues who have offered exceptional service. If you deliver great service as part of your job, then you could be next. After all, your next customer could be a mystery shopper.

Nobody knows when mystery customers come to stores. But did you know that they make a note of exceptional service and pass that information on to the store?

That's what happened when 13 colleagues were singled out for praise by the mystery customer last guarter - just for doing their jobs. They each received 1,000 Shining Star points and a signed certificate from customer director Gwyn Burr. The Journal talked to three of those colleagues to find out more.

Heipfyi Angle Owusua-Ofori works on the deli counter at Crystal Palace. The mystery customer came to the

store one busy Saturday and later commented that Angie coped extremely well, being helpful and attentive even though she was in a stressful situation.

"Saturdays are always busy here," said Angie, "but there was a time when one of my colleagues was off sick and I had to cope on my own. We had a long gueue at the deli counter and when that happens I make a point of apologising to each customer and letting them know I'll be with them as soon as possible. All our training is about smiling and making eye contact so I really wasn't doing

anything out of the ordinary." But Angie obviously caught

the eye of the mystery customer and made an impression. She was so pleased to hear of the award. "It felt great to be recognised," she said.

Hemanth Pandraju works two of the busiest shifts at Chiswick Local. He has no idea of the identity of the mystery customer who recommended him for the award. He said: "In a Local store we have to learn to multi-task so 1 could have been on checkouts or replenishment when the mystery customer came in. I always make

LUCKY 13 Angle Owusua-Ofori -Crystal Palace Daniel Webster - Huntingdon Paul Seastram - Hayes David Edwards -Milton Keynes Hemanth Pandraju -Chiswick Local James Hubbard - Colchester Janet Hartgiil - Kempshott Lisa Entecott - Horsham Mary McGuigan - Coleraine Paul Phillips - Bridgend Rose Mitchell - Godalming Steve Stroud - Barnwood Val Jones - Cwmbran

"We all aot active for Active Kids" Active Kids has been a huge success - but it couldn't have happened without the support and enthusiasm of colleagues in stores. Here's how some of you celebrated the scheme

A windy st at Chesterfield Chesterfield colleagues had to dress up in all the winter clothes for Active Kids roadshows. The wi was so strong that the marguee blew away but colleagues braved the weather to tell customers about the scheme.

Helen Jackson from Brockwell Junior School the competition set by Active Kids in-store champion Michelle Weston, and Helen received t\ prize in the warmth of the store.

Hedge End gets active Hedge End colleagues got right behind Active Kids. They invited five children from six local schools to launch the scheme in-store. The 30 kids tried a selection of exotic fruit and then played "guess the fruit and vegetable".

At the end of the launch, the kids took part in a balloon race and some balloons even went as far as France and Germany.

^>fl Fruit at Finchley

Southport gets on board Jenni Hartey, Ann Goucher and Andrea Smith from Southport joined l<ids from two local primary schools to launch Active Kids in their community.

North Finchley colleagues invited children from North Side Primary School to the store to tell them more about the benefits of fruit and vegetables.

The kids went back to school and looked up the country of origin of all the fruit and vegetables in their atlas. And they were very enthusiastic about the fruit - and chocolates - the store provided!

Kelly goes to Tonbridge Alison Brixton, Lee Simpson and Sharon Boyden from Tonbridge got a special VIP to help them launch Active Kids at their local school - Dame Kelly Holmes.

Kelly brought her Olympic medals to show the children and told them all about receiving her Damehood from the Queen.

Harpenden goes out and about Harpenden colleagues got to adopt a local school when they launched Active Kids. Store manager Jane Coles provided apples and bananas for each of the 90 children and also gave them an Active Kids pack to try out.

"We auditionc for The X Fa

Colleagues Beulah Edwards and Anthony Little became stars overnight after auditioning for ITV's The X Factor

gruelling rounds of auditions before facing the three X Factor judges Simon Cowell, Louis Walsh and Sharon Osbourne.

Beullah said: "Before I went in to see the judges I psyched myself up - thinking I could give as good as I get if Simon gets nasty but he surprised me because he was so nice. Sharon Osbourne told Beulah: "You remind me of Tina Turner" and Simon Cowell likened her to Shirley Bassey but both of them refused to put her through. Although Louis Walsh liked her version of Sfand 6/Me and said he would have given her a chance.

Anthony also failed to get through to boot camp with Simon and Sharon saying no. But the appearance on the show has helped his duo Total Impact pull in the crowds. He said: "It's been manic since the show. We are singing to packed audiences because people recognise me on

the posters. I get recognised by customers all the time. They keep asking where my piano tie is!

"I am pleased I was a part of the show, even though I wasn't put through. I thought Simon was

absolutely horrible, Louis was spot on and although Sharon didn't put me through I have the utmost respect for her."

One thing is for certain - the X Factor's loss is Sainsbury's gain.

m BANBURY colleagues and the Bridgestone tyries team made sure customers travelled safely this summer by conducting tyre checks during the British Grand

Prix weekend on 10 July. The team also brought a Formula One Ferrari once driven by Michael Schumacher to entertain customers and colleagues alike. • BURY ST EDMUNDS store bowling team came runners-up in the company challenge cup losing by only 73 pins. • REDDITCH stock controller David Maundrell completed the Land's End to John O'Groats cycle ride with a friend to raise money for the Parkinson's Disease Society. The pair raised

over £417 with sponsorship from Local Heroes. The trip took 15 days and covered 1,023 miles with no punctures.

The only incident occurred when David's back wheel nearly came off over Dartmoor, but it was soon fixed. • GREENWICH fivea-side football team won the south east London inter-supermarket cup, beating Somerfield, Morrisons, Asda and Tesco.

Meanwhile, Arnold won the region 36 annual five-a-slde football tournament.

All in the name of charity Colleagues across Holborn and Accenture completed the 10k London Bridges walk as part of the Charity Challenge 2005 raising over £3,000.

Each year the retail team organises a series of charity events under the umbrella of the charity challenge. These events, which are a mix of extreme physical challenges and more modest events, seek to challenge the individuals taking part and raise the most amount for charity.

This year, much-needed funds were raised for five charities: British Heart Foundation, Red Nose Day, Cancer Research UK, Homestart and SNAP.

For those who pledged, please make chegues payable to 'Sainsbury's Retail challenge', and send them to Nina Lartey, 2nd Floor, Holborn.

Friends reunited Chesterfield checkout assistant Jayne Hardy appeared on the ITV programme With a little help from my friends, screened in June, with Princess Diana's former butler Paul Burrell. The show challenges celebrities to take part in a project, without using their own money, to complete it in a certain time. Competitors only have help from old school friends and local people and since Jayne used to go to the same school as Paul he called on her for assistance.

The challenge was to convert an old Derbyshire school into a brand new community centre in just five days.

90 years young Marsh Mills store manager Chris Forster visited loyal customer Nell Martin on her 90th birthday. Nell loves Sainsbury's Basic rice pudding and has a tin a day. Chris took with him a bunch of flowers, a birthday card with special wishes from all the colleagues and 90 tins of the rice pudding she enjoys.

it's a knoci Washington colleagues took part in charity Children Today's It's a Knock Out competition at Exhibition Park, Newcastle in July. The competition Involved teams from the Galleries Mail Shopping Centre and the Sainsbury's team won, raising over £1,000 for the charity.

Champions... store manager Chris Rowsby, baker Philip Gelson, CIS Stephen Turnbull, personnel Richard Stevens, produce Christopher Anderson, checkout assistant Craig Ross, and CTS Claire Mather, pose with their trophy

Have you got any news for us? If you've got a story, just phone or email us with the key points, send a photo if you have one, and we'll do the rest. You'll find our contact details on p24

Wingoodies For your chance to win some goodies answer all three questions below!

All good things come in small packages The new Mini Pringles bur variant is not just in a mini ligh pacit, it is a new mini sized 1 Pringle in a mini-pacl<. Mini EXF Pringles will provide the ideal sim snacking opportunity or ent treat for people on the go. Winning flavours: original, sour cream & onion and salt & vinegar are available ^ in 10-paclis, 5-packs and ^ singles.

To celebrate the launch Pringles is offering three readers an Orange Experience/Red Letter \Ci ' l '* voucher with a choice of at *<;jt* **' least 20 experiences ranging ' ^ „, from white water rafting to ''t°*" pampering sessio

bungee jumping to a 30 minute light aircraft flight.

To win one of three Orange Experience/Red Letter vouchers simply answer guestion 1 on the entry form.

,CA^:

Winter just got warmer Add some warmth into your winter get-togethers, with the launch of new Pimm's Winter.

This addition to the popular Pimm's family is made of a brandy base and boasts a distinctive taste lifted by the zest of orange and a subtle hint of spices. It differs from the g summer version in that it is served warm.

Recipe for a jug of Pimm's Winter warmer - for 4 people, 1.3 units per serving • Gently warm 1 part Pimm's Winter (200ml) with 3 parts clear apple juice (600ml). • Once warm, pour into a jug and finish with large slices of orange and apple (or add a handful of winter berries for a special touch).

To be in with a chance to win one of six 70cl bottles of Pimm's answer Question 2 below.

Question 1: Apart from original and salt & vinegar, what's ;

the tinird flavour of mini Pringles? I I

Question 2: What is the main spirit used within Pimm's

Winter? I I

Question 3/Tiebreaker: Who painted the picture used on j

packaging for Mey Selections? •

Name: ...

Address:

WELL DONE TO THE JULY/AUGUST WINNERS JacquI Hershman from Holborn won £500 worth of Champneys vouchers and veteran Glynls Croft won a shirt signed by rugby star Jason Robinson. The Phil Smith haircare hamper winners were: Matt Brill, Nine Elms; veteran Mrs M F Wheatley; veteran Pat Miliward; Tracey Robinson, Lewes Road, veteran M J Coies; Lyn Puddlefoot, Barnstaple; Kirk Smith, Chichester; Robert Mason, Stanway; Candice Brisley, Whitstable and Miss A M Bird, Mere Green.

Work location:

Contact tel no:

Entries to: Competitions, Sainsbury's Journal, 33 Holborn, London EC1N 2HT, to arrive no later ttian 18 Novennber. Entrants must work for • or be retired from the Sainsbury Group. Only one entry per person, I Photocopies are acceptable. |

TO CONTRIBUTE Write to: Sainsbury's Journal, Internal Communications, 33 Holborn, London, EC1N 2HT. e-mail: internal.connms@sainsburys.co.uk or telephone: 020 7695 0055 or fax: 020 7282 8042. General Sainsbury's inquiries: 020 7695 6000 Veterans' inquiries: 020 7695 7190. Produced by Citigate Publishing

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