Marks & Spencer – CFS Tracka Case Study

Marks & Spencer wanted to prove internally that the information gathered by the CFS system was accurate and representative. To do this they checked the system results against known factors. The system accurately reflected known situations.

Thus the system provided M&S with two things:

1. An accurate measure on which to base performance evaluation for service delivery

2. A system that would illustrate new and unexpected areas for focus and improvement.