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John Lewis Partnership plc Sustainability Review 2014


HOW WE CREATE VALUE


We create value through understanding and delivering on our customers’ needs across the value chain resulting in a strong financial performance.


A retail value chain sits at the heart of our business. John Lewis and Waitrose tailor their approach to creating value based on a deep understanding of customer needs.


PRINCIPLE 5:


The Partnership aims to deal honestly with its customers and secure their loyalty and trust by providing outstanding choice, value and service.


Connecting products to markets


Excellent customer experience


Efficient selection and sourcing


Efficient selection and sourcing


– Selecting and sourcing the best products to meet our customers’ needs


– Providing value for customers by driving efficiency throughout the supply chain


– Purchasing local, ethical and sustainably-sourced products


Connecting products to markets


– Meeting our customers’ needs for flexible ways to research, shop and receive their products


– Operating a smart distribution network and investing in new technology to meet customer demands


– Reducing CO2e emissions from transport and distribution


Excellent customer experience


– Providing the best customer service – wherever and however they shop with us


– Creating strong customer loyalty by providing services which enhance the products themselves


– Informing customers about the sustainability and story of the products they buy


With the opening of a new frozen beef production site in Yorkshire, Waitrose now has one of the shortest supply chains for beef of any UK supermarket.


Waitrose began a pilot for Click & collect temperature controlled lockers in July.


John Lewis became the first UK electrical retailer to launch a minimum two year guarantee on all its electrical products at no extra cost.


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