10 News & Analysis
and mail giant TNT Express, was Fortnum & Mason Chooses
instrumental in helping the company
win recognition as the most customer Quality Signage from Episys
focused business in Europe. The
coveted Award is supported by several Fortnum & Mason has selected a signage
organizations including CMS, AXA, Grey solution for its Piccadilly store from global
EMEA, Siemens, Société Générale and information technology solutions and
The Wall Street Journal Europe. services company, Episys (www.episys.
com), to complement its new Food Hall, the
TNT Express won the prize in the first phase in its £24 million refurbishment
“Customer Focus” category, which programme in the run up to its 300 year
recognizes companies that “best anniversary in October 2007. The initial
demonstrate that they have the customer delivery, comprising a complete signage
at the heart of their business and deploy solution including software, printers and
and manage their resources to most labels, provides signage for the Food
effectively meet the needs of their Hall, which opened last October. The
customer base.” Marie-Christine Lombard, second phase, in line with the main store
Managing Director of TNT’s express refurbishment, will be fully integrated with
division, said: “As TNT Express strives to the back office systems, and provide a
be truly customer centric, each of us has signage solution for the whole store.
a role to play, including drivers, operations
and warehouse staff, marketing, finance Nightfreight Appoints Ian Weston, Operations Director, Fortnum
and administration personnel as well as & Mason said, “The retail enterprise suite
other management functions. Everything Operations Director has delivered us exactly what we need in
that we do has to be customer-oriented.” terms of a ticketing solution for Fortnum &
Leading specialist delivery business Mason, and we’re delighted with the results.
TNT Express was amongst winners Nightfreight, has appointed an We did look at other potential suppliers,
selected from six categories comprising experienced professional to head up its but felt that Episys was offering the solution
hundreds of entries by a jury of European operations nationwide. Colin Reynolds- that best suited our requirements.” Peter
academics, business specialists and board Bryan joins as Operations Director with Lewis, Director of Marketing at Episys said:
members from Pan-European enterprises. responsibility for overall operational “The most prestigious grocer in the world
The decision was based on several service performance and customer needs quality signage that complements
criteria including the company’s customer care relationships. Colin joins from their reputation. By integrating the sales
management strategy, the deployment Citipost where he was in charge of floor and back office to create and deliver
of its resources to meet the needs of the Network Development reporting directly signage, we have also developed a solution
clients and customer related innovations. to the Board. Prior to that he held that saves time, guarantees signage
The European wide accolade follows several senior operational roles within consistency and gives Fortnum’s greater
recent success in the customer excellence HAYES DX, including that of General control over the final product.”
field in the UK. In 2006, TNT Express Manager Operations UK where he was
Services won the Customer Care category responsible for total network operation
at the Motor Transport Awards – the UK of 2 million items per night.
transport industry ‘Oscars.’ In honouring
the company, the judges remarked that In his new role at Nightfreight, Colin
TNT demonstrated “a commitment to also has a remit to manage the track
continuously improving customers’ and trace rollout programme that
experience at every level.” Tom Bell, Nightfreight started last year as part
Managing Director, TNT Express Services of an ongoing multimillion pound
UK & Ireland, said: “This latest European investment programme in customer
honour tops an incredible 12 months’ service and operational developments.
performance for TNT in the customer Commenting on his new role Colin said:
services arena. Our customers always “When I applied for the job and met
have been, and always will be, the most with the new management team I was
important element of our business. These immediately excited by the strategy for
awards only confirm what we’ve always the business and was determined to
strived to do – to put our customers first.” play a major part in its future.
Supply Chain Digital Launch 2007
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