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M & S Case Study

Marks and Spencer

Founded in 1884, Marks & Spencer (M&S) is a leading high street retailer recognized across the world. M&S has over 82,000 employees with over 600 UK stores and operates in 50 territories internationally. Core values of quality, value, service, innovation and trust are central to M&S.

Services provided and brief overview of scope:

Freidman delivers a comprehensive range of general cleaning, waste management, periodical and specialist cleaning services, together with window cleaning to 10 of M&S prestigious, state of the art, headquarter locations which include Waterside House, Eastbourne Terrace, 5 Merchant Square, White City and Fashion Street in Central London, and Uxbridge, 2 properties in Manchester, Nottingham and Leeds.

Marks and Spencer 2

These buildings house the executive board of M&S, together with the stylish and highly creative development and marketing teams based at its London office premises, with supporting administration, IT and treasured antiquities located at its other corporate regional locations. To get the best out of its people M&S needs to work and create in a clean and welcoming environment and we see our role as helping to enhance the M&S brand.

The offices located at Paddington are regularly visited by dignitaries and celebrities and we want them to leave the premises thinking what a great place and environment to work this is. These premises are, to a different world, as much M&S's shop window is to its flagship stores, a window which carries the M&S brand into different, vital commercial circles.

Glass features extensively in the design of the many of the internal and external structures of the headquarter locations, requiring high level access, both internally and externally. Under this contract, Freidman manages the specialist window cleaning subcontractor.

Marks and Spencer 3

The cleaning services we deliver at M&S Head Offices ranges from waste management, daily office cleaning, building fabric cleaning as well as daily cleaning of the data and archive centres (including museum, libraries and artifacts), presentation kitchens, restaurants, event and hospitality areas, the product rooms and the machine halls in the UK's data centre. In terms of waste, desk bins within the offices have been removed and replaced with central depositories for waste recycling, with separate bins for different waste streams.

Our chosen method of operation is daytime cleaning which is based on a combination of experienced and competent management, supported by in time a well-trained workforce.

The structure has been assembled so that it is responsive to the ever changing demands that occur in a prestigious head office environment. As a result, we have calculated the productivity levels required to deliver the service at or above expectations.