Annual Report and Accounts 2016


John Lewis Partnership plc


13


Outputs


…which enables us to adhere to our Principles and return value to our business and stakeholders


1 Selecting and developing the right products


We seek to develop and select our quality products to


meet our customers’ needs. We have many exclusive and often long-standing sourcing relationships with suppliers, helping to provide us with greater influence and insight which informs the way in which we source products.


2 Efficient distribution


Our aim is to move our products to shops and customers cost-effectively and efficiently. Over the past few years, we have invested significantly in distribution and logistics infrastructure.


3 Shopping with us – wherever and however


We aim to offer our customers quality, service and value, wherever and however they shop with us.


4 Keeping our customers happy


We seek to provide value for money and outstanding service before, during and after purchase and across all of our channels. Our customer service and after-sales support functions are award-winning.


5 The cutting edge of retail Our customer relationships can help improve


our understanding of consumer demands. This in turn informs what we source and which products and services we offer across our channels.


Partners


Happy Partners are fulfilled and more productive


Page 48 > Customers Satisfied customers


who will remain loyal Page 44 >


Power Our democracy means


Partners’ voices are heard Page 64 >


Profit


Profit that we share between us through an annual Bonus


Page 3 >


Business relationships


Long-term partnerships with suppliers


Page 46 >


The community


Communities in which we are actively involved


Page 45 >


It’s Your Business


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