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John Lewis Partnership

“Since the contract started we have almost forgotten about printing problems. They must be doing a good job!” K Sharma - Senior Analyst

Waitrose currently has 185 branches dedicated to offering quality fresh food, value and customer service, and has a near 4% share of the retail food market. The branches are served by a network of four regional distribution centres (RDCs), of which two are operated in-house, and two by a third party logistics provider.

The Business Challenge

Waitrose was suffering mission critical printer downtime in its RDCs, with adverse effect on the service to branches. Datatrade was asked to review the existing processes and to introduce fail-safe plans to enable the RDC printers to operate to maximum capacity with minimum downtime.

The Business Solution

Datatrade conducted a full audit of the RDCs, and recommended, inter alia, that additional parts be stored on site. The audit itself provided a good understanding of the Waitrose business model, ensuring a smooth transition of service with both the customer and its logistics partner.

The Business Benefits

A Service Level Agreement (SLA) between the parties stipulates service response times, and mean times to repair, laying down the performance standards required to maximise operational effectiveness of the printer fleet. The information obtained in the audit prior to commencement of the contract, updated by detailed interim service reports on individual printers, provides the basis for regular performance review. In meeting, or exceeding, the Waitrose requirements set out in the SLA, Datatrade ensures that the printing process contributes fully to the efficient functioning of each Distribution Centre.

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