Martin Luck Group Experience

Office Solutions? You’re in luck!

The Martin Luck Group Experience Presented for Your Company

2009

Now rated as one of the top suppliers of Office Supplies, Print and Interiors in the U.K. Martin Luck Ltd has become over twenty six years one of the most successful companies in the industry and continues to go from strength to strength. I started the business in 1982 in the Ancient Stannary Town of Tavistock in Devon and soon after opened a Distribution Centre in Plymouth. The workforce at the time consisted of myself and two part time staff, so different to the current workforce of close to 150. Throughout the eighties the company continued to grow and in 1992 acquired Ham & Sewell, another local company but with strong links to the Cornish economy. At this time the turnover of the company had grown to £2m. Throughout the next ten years the company continued to grow, becoming on of the largest suppliers to offices in the South west and gaining numerous awards along the way, a highlight being the Supplier of the Year award from British Aerospace. We were also one of the first to gain ISO14001 and ISO9001. In 2006 the two further acquisitions were made, one in Helston and one in Newbury. This helped push the group turnover to past £13m and due to these changes, the formation of three new divisions, Office Supplies, Print and Office Interiors. Now operating from three sites the company can now deliver the same local service, nationwide. The ethos of the company has always been to exceed our customers’ expectations; this was the case in 1982 and is still our number one ambition.

The combined history of three companies empowers us to make suitable decisions in providing only the very best in service.

Regards Martin Luck Managing Director

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Contents Company Background.................................................................. 3 Accreditations ............................................................................. 4 Company Policies ........................................................................ 4 Local Community......................................................................... 5 Core Features & Benefits ............................................................. 6 Account Management ....................................................................... 6 Product Selection .............................................................................. 8 Cost Reduction Methodology ............................................................ 8 Order Processing ............................................................................... 8 Delivery Methods & Timing ............................................................... 9 Invoicing Methods ............................................................................. 9

Unique Features & Benefits ....................................................... 10 Cost Centre Management Reports .................................................. 10 Contract Review Process ................................................................. 11 Web Ordering Site ........................................................................... 14 Soft Cost Savings.............................................................................. 17

Environmental Issues ................................................................ 18 Making a Difference ........................................................................ 18 Reducing Packaging Waste .............................................................. 19

Meet the Team ......................................................................... 20 Managing Director ........................................................................... 20 Operations Manager........................................................................ 20 Sales Team ....................................................................................... 21 Print & Furniture Team .................................................................... 21

New Technologies ..................................................................... 22 The Future ................................................................................ 22 Purpose and Format The aim of this document is to provide an overview of how the services offered by the Martin Luck Group will enable Your Company to efficiently manage and reduce their office supply overhead’s and streamline their budgetary requirements. This publication is designed and formatted to be read with Adobe Reader (.PDF). A copy of this completely free software can be downloaded from the Adobe website and installed onto the majority of PC’s and Mac’s

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Company Background “As one of the Top 5 Independent Office Supplies Dealers in the UK, each of the three sites now has the buying power of a multi-national without losing the local values and knowledge that is vital in providing a complete solution.“ Martin Luck, Managing Director In 2009 we launched our new look Martin Luck Group website, which had greatly improved functionality and a user centred focus. 2006/7 saw the acquisition by Martin Luck Holdings of Benham Office Supplies in Newbury and Brewers Business Solutions in Helston making us one of the largest independent office supplies companies in the UK. In 2006 we won ISO14001 accreditation in respect of our Environmental Management Systems to help reduce the impact we, as a company have on the environment. In 2005 we won ISO 9001 accreditation in respect of our Quality Management Systems for the Design and Installation of Office Layouts and the Provision of Office Supplies and Equipment. In 2002 Martin Luck joined forces with Benham Office Supplies another likeminded independent stationery supplies company in Newbury. The two companies formed the buying group OPEN (Office Products European Network).

In 2001 we launched our Information Website and Online Ordering Site, which enabled many of our customers to place their stationery orders 24 hours a day, 7 days a week. 2000 saw the launch of our very first catalogue, designed in house the new catalogue ensured our customers had an easy to use catalogue which offered quality products at the right price, enabling our customers to see the retail price and the price they would pay. 1998 saw the move from Stonehouse Street to our new Head Office at Langage. With easy access from the A38 we became one of the largest office supplies distribution centres in the South West In 1992 the Company acquired Ham & Sewell in Plymouth City Centre, which it relocated to a prime site at Armada Way and then in 2003 relocated again to the Armada Centre, specialising in Arts and Crafts.

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Since the outset of the company we have strived for excellence and firmly believe in internationally recognised standards and robust internal systems, understanding the importance of investing in people, communities and local economies.

Accreditations At this present time we are currently accredited with an ISO 9001 (Certificate Number: 441445) and ISO 14001 (Certificate Number: 441445/1) for the, “Design and Installation of Office Layouts and the Provision of Office Supplies and Equipment”, which represent appropriate Quality Management and Environmental Management Systems, respectively. In addition to maintaining our existing accreditations, we are also looking to apply for an ISO 18001, which denotes exceptional care and respect for Health and Safety in the workplace, whether this be in an office, the warehouse or out on site visits. To demonstrate our robust Health & Safety system we have included various elements of it in Appendix C and Appendix C1. Please see Appendix B for the documentation of our ISO accreditations.

Company Policies We have developed and maintain several robust policies to deal with a variety of issues surrounding the UK workplace, incorporating areas such as Health & Safety, Equal Opportunities and Data Protection. The company firmly believes in these policies and stringently regulates the measures they enforce, and as such any employee deemed to be breaking a specific policy will be appropriately dealt with in accordance with the specific policy. For example, the breach of the Equal Opportunities Policy can result in Martin Luck Ltd taking the appropriate disciplinary action against an employee as set out in the policy. We believe these policies make up our core principles, and as such have become an intrinsic part of the company as it has expanded and grown over the years. Please see Appendix C for the documentation of our company policies.

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Achieving results throughout South West Communities

Local Community As well as investing in workplace standards we have, on an ongoing basis, raised money for the Devon and Cornwall Air Ambulance Services, raising in excess of £1,000 per year over the last ten years. More recently we have raised money for the Plymouth and District Leukaemia Fund, after discovering one of our long term employees was diagnosed with the disease. In late 2007 a large majority of the staff “stripped-off” for a 2008 Charity Calendar; of which the response from our customers has been magnificent, with the total raised currently standing at £5,000.

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Empowering Your Company to efficiently and effectively manage the cost of purchasing Office Stationery and Interiors is a paramount concern of the Martin Luck Group Experience.

Core Features & Benefits Account Management We have created and documented a series of procedures for each level of administration that are easily accessible by each and every member of our team. These documented solutions ensure that the entire team are all working to the same core principles, for which this is none more apparent than in the successful management of a customer account. All customer accounts are assigned to a specific Account Manager who is the first line of contact for any issues surrounding the account. This dedicated member of staff is backed up by an Internal Sales Person, who will discuss your account with the Account Manager to obtain a personal understanding of your specific needs and requirements. The Internal Sales Person co-ordinates all issues through their Sales Office Manager to ensure continuity of service.

Key Features and Benefits One Point of Contact but access to print, furniture and IT specialists as required co-ordinated by the Account Manager. Cost Reduction and Contract Reviews completed regularly with your Account Manager. Delivery issues and desk top deliveries requests co-ordination through the sales office to ensure the right product gets to the customer first time, every time. Ongoing Website training with on-site support and internal back up. Best Value Product Selection to ensure you are buying the right products at the price. Authorisation of orders, order value limits and company and cost centre budgeting to keep costs down. Customer Relationship Management (CRM), all visits, customer communication both good and bad are logged on our internal CRM system to ensure no issue gets unresolved or overlooked. Internal procedures and ISO accreditations will provide your staff with a superior experience working with Martin Luck Ltd. Ad-hoc and standard reporting will give you the customer, the tools to manage their office supplies cost and delivery performance.

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Implementation Methodology The key to a successful transition to a new supplier or customer set up is communication. Your Account Manager will agree a timeframe with your implementation team detailing all the steps needed for a smooth change over.

The Implementation Process Your Account Manager will work closely with your implementation team, agreed at the first implementation meeting, to get all the necessary information documented. This will include: Set deadlines for all tasks and agree responsibilities. Set up Cost centres, recipients, addresses and company budgets. Set up Buyer contact details. Agree delivery requirements. Plan the launch meetings with site visits to all staff members deemed necessary by your implementation team. Review specific stock requirements to ensure we stock any specials. Agree with the customer on any products currently stocked by their old supplier, to move goods to be stock in our warehouse. Ensure pricing is agreed and uploaded. Ongoing cost reduction exercise to ensure the buyers are buying on contract. Ensure the best use of systems to give a low cost low effort approach to order placement, invoicing and reporting. Your implementation team will liaise with your Account Manager to set up training plans for all web users and will issue catalogues, contracts and instructions so that each buyer will know who to buy from and what to buy. We would normally suggest a quarterly review of the contract to highlight any issues and discuss and continued improvements but we are flexible to your requirements. We can set up Call Plans for both our Account Manager and your Internal Sales Person to ensure customers are happy and to resolve any initial queries. These can be agreed with you Implementation Team during the set up stages of the contract or later depending on your requirements. Both these processes will continue on an ongoing basis.

Ongoing Cost Reduction

Set Initial Deadline

Finalise Pricing

Collate Relevant Details

Review Stock Requirements

Site Visit & Training

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Product Selection We have access to over 30,000 product lines ranging from Paper to Ink, Desks to Janitorial Supplies and even an in-house Print Facility; should you be looking for an honestly priced printing solution for your next newsletter or marketing brochure. In addition to the large array of branded products we now also offer our own, highly competitive non-branded solution, which provides a middle of the range product for those requiring quality without the expense. These products can be identified by the first logo.

Cost Reduction Methodology All companies want to be more profitable, and part of this means ensuring that Your Company buy as competitively as possible. Significant savings can be made by deciding to purchase through Martin Luck Ltd. A few pence saving on a ream of paper here, a couple of pence on a box of Bic pens there, it doesn’t sound like much does it? But over the course of 12 months these savings can really add up. Here at Martin Luck Ltd we are committed to driving down the cost of office supplies for your business. We have been supplying office supplies to business’s throughout the South West for the last 25 years, and we know we can save you money based on our experiences. This has been as high as 30% in some recent exercises. What’s more, we are so confident that we can save you money on your office supplies that we are guaranteeing that we can save you at least 15% on your annual expenditure of office supplies just by meeting with one of our team. And, these savings could be significantly higher!! Collate Invoices

Analyse Individual Line Spend

Produce Detailed Information of Possible Savings

To undertake a Cost Reduction Analysis for your business, we will require three months of invoices from your current supplier. One of our Cost Reduction Analysis team will then interrogate this data and produce a line by line evaluation of your current spending trends, highlighting where savings can be made by quoting on exact matches to the ones that are currently being bought, and also suggesting where savings can be made by purchasing more economically priced items. A detailed annual saving can then be worked out, empowering you to make an informed decision about the purchasing of your office supplies.

Order Processing Since the company outset the core ideal has been to provide a local solution that offers the most competitive of service levels. This intrinsic methodology to serve is duly noted throughout all of our current ordering processes. We have three Sales Teams that are evenly distributed over all sites, enabling consistent service levels, short waiting times and core local knowledge. Each sales office is managed by a Sales Office manager who is responsible for the monitoring and maintaining of company standards.

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They form part of the Account Management team, focusing on issue resolution from start to finish. Our customer service methodology is the customer must always come first. This ideology is present throughout the company and within all of our staff. We are nothing without our customers and our staff strongly believe in this. In addition to telephone and fax sales we also provide a complete online experience, which can be configured to suit Your Company, depending on your size and personal preference. An overview of the web features can be found on page14 and a fully functioning demo site with example material can be accessed via Appendix A.

Delivery Methods & Timing Our regional distribution centres are able to deliver directly to the large majority of the UK in our own delivery vans. All of our drivers have great local knowledge and also understand the importance of an order arriving as sold. Furthermore, we promise the same delivery driver on each drop and if appropriate a desktop delivery service, for those premises where a delivery in reception just is not adequate. We have a good working relationship with several courier services and their van operatives and so have great confidence in sending your products via a third party, should this be necessary. In the instances where a courier service is used we are able to offer an extended insurance service whereby any damaged goods received are refunded for the full amount at no additional charge to Your Company. Each of the products in our catalogue are uniquely coded with one of three colours, indicating next day, price specific or not next day. This “at-a-glance” format enables quick and easy browsing of the Martin Luck Group catalogue.

Invoicing Methods We have a flexible approach to the payment of goods, dependent entirely on your personal requirements ranging from Invoice per Order to Weekly, Fortnightly and Monthly Consolidated. The new technologies we have invested in also allow us to present invoices outside of this date ranged set-up, into methods such as Consolidated by customer order number and EDI file output (or for the “non-techys” of this world, as email attachments that will communicate directly with your computer system). We currently send out a variety of documents including invoices, statements and management reports in various formats, including XML, CSV, PDF or XLS, although we are very much open to suggestion should your internal systems require a different format. Through a joint association between the Martin Luck Group and Devon County Council we are now fully live and active on the @UK Portal and have been a trial supplier for Torbay Borough Council. @UK offers electronic quoting, buying and invoicing for local councils and authorities throughout the UK. We have also set up Punch Out facilities for Torbay Borough Council to buy their office supplies.

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Our investment in new technologies and the resources to implement them has enabled us to provide accurate, well-presented and practical reports that offer effective management of your overheads.

Unique Features & Benefits Cost Centre Management Reports Through the integration of our internal systems with publicly available software solutions, such as Microsoft Office and Adobe Reader, we have created the option for Your Company to receive monthly Management Reports either in a spreadsheet or PDF format. In addition to providing an overview of spend per month and year to date this report also details each and every product purchased within the two ranges. This empowers you with vital information you may need to make month-bymonth decisions regarding stationery purchases in your organisation. You can see how the overview of each cost centre is represented by the red text, with product specific information listed inside each expandable menu. Fig 1. An example of a Management Report split by Cost Centre

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Contract Review Process On a quarterly, biannual or annual basis your dedicated Account Manager will visit you to perform a Contract Review, the aim of which is to highlight any key areas where you could be saving on your stationery and furniture purchases. To assist in this discussion and offer clear and appropriate advice we have used our advanced technologies to put together an in-depth report analysing several areas of your contract, including Order Total Analysis and Potential Savings to Gap Analysis and Environmental Analysis.

Overview This section of the Contract Review Document illustrates the overall spend of the company split by several groupings, including: Total Turnover by Office Supplies & Furniture Office Supplies purchased by Contract Vs Non-Contract and First Vs Branded Overall Purchases by Product Groups (e.g. Paper, Envelopes, Inkjet/Laser Supplies etc) Environmental Spend, and Forecasted spend for the next 12 months.

Fig 2. A partial example of an Overview of Account Spend from a Contract Review document

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Contract Analysis It is common fact that unless restricted the average person will order the mid-to-high range product, independent on whether there is a similar product on a contract. This so-called, “force of nature” can greatly impact on the overall spend incurred each and every year. To highlight this, the Contract Analysis section details the Contract Vs Non-Contract spend and usage (orders) by month. The results are displayed in table and graph format for both quick reference and detailed analysis. This can be further broken down by product and/or range.

Fig 3. A snapshot of the Contract Analysis section from a Contract Review document

Order Total Analysis and Potential Savings Did you know? The average cost of processing an invoice is over £50 according to the statistics released by the National Audit Office in 2007. In light of this, the next section of the Contract Review document details all order placed by month in four order value groupings (below £30, £30 - £60, £60 -£100 and more than £100). To give you an indication as to the soft cost savings that could be made here is a sample has been extracted from one of our existing customers recent review document.

Fig 4. A snapshot of the Order Total Analysis and Potential Savings from a recent Contract Review document

As you can see, in line with the National Audit Office’s statement there is a potential soft cost saving of more than £3,000 for this customer on as little as 108 orders.

Environmental Analysis

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The start of the 21st century marked the beginning of a new era of Waste and Energy Management, with the government offering favourable grants for those willing to invest in Eco-Friendly solutions within their businesses. Our systems have been designed with this principle in mind and as such allow us the functionality to provide advanced analysis of Your Company potential environmental spend. Within the near future we are also looking to implement a packaging waste report, which will detail your total packaging waste we have supplied to you over a 12 month period in Kg’s.

Fig 5. A snapshot from the Environmental Analysis section of the Contract Review report

The above table illustrates the total value and percentage of spend for a three month period, highlighting that the majority of the products purchased by this customer were not environmentally approved or rated. An outcome of this review might have been to consider switching to more environmentally friendly products on the contract lines.

Gap Analysis If you allow your buyers to order both contract and non-contract items then the Gap Analysis section is ideal for reviewing which areas of the contract individual departments are buying, or not buying from. This will assist you and your Account Manager in maintaining a suitable contract with agreeable pricing based on previous spend and forecasted future spend.

First Vs Branded In 2004 the decision was reached to introduce our own branded range of products that met with certain standards without costing the world. This middle of the range product has been highly successful with several customers requesting where possible that only First products are entered onto their contract. Whilst we highly recommend our non-branded product we still understand the need to supply big-branded products at reasonable prices. In light of this, the First Vs Branded section of the Contract Review document illustrates these two groups by spend per month.

Fig 6. A snapshot from the First Vs Branded section of the Contract Review report

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Web Ordering Site With the growth of Internet technologies over recent years our website has seen many improvements, from a far more intuitive ordering system to greater control and management of the product ranges available to buyers. In addition to the standard features available on most premium rated sites, such as a Keyword and Code Searching, Catalogue Indexing, Recent Orders and Unsent Orders our site has some ingenious functions that will assist both authoriser and orderer.

Template Order Forms & Contract Pricing Our website has the ability to restrict buyers to a Template Order Form, which is based around the items on an associated contract pricing scheme. By implementing this feature and restricting your buyers to web ordering only, will be able to control exactly what items are purchased by the different users of the site, removing the risk of non-core purchases Your Company .

Fig 8. An example of a Template Order Form for Paper

The functionality of the Template Order Form is similar to that of the My Favourites area, in respect of adding items to the basket. Whilst they share a similar format the Template Order Form has two distinct differences that will benefit your users; each form is split by product group making for easier browsing; a specific set of forms can be applied against single, multiple or all users.

This feature enables you to restrict buyers to the order form templates and reduce real cost! Setting Budgets & Restrictions When developing our website we understood the need for a customer to be able to successfully manage their budgets were to put in place a series of stringent measures. With this in mind we have created several features to automatically restrict customers from going over their budgets. There are three core settings that can be applied, timescale budgets, total order value restrictions and order line value restrictions. The timescale budgets will apply if you wish to set a limit per day, week or month of the year of which these can be set against either the company as a whole or individual cost centres. The total order value and line total restrictions can be applied against the company, specified cost centres and even individual users.

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Dependent on your personal requirements when a budget limit is reached one of three things can happen; the order can be blocked, a warning message can appear or an authorisation email can be sent to the buyers Authoriser.

Fig 9. A snapshot of the budget warning message

In addition to providing onscreen responses we can configure your account to receive monthly Spend Vs Budget reports that detail your actual spend against the predefined budget. Again as with any reporting, we have the reports that you need. If you are keen to know how much Electronic Office Supplies are being bought off contract against your internal targets, we can provide the information in the format that you want.

Fig 9. An example of a Spend Vs Budget report taken from a Management Report

Order Authorisation There are essentially two types of users that will have access to ordering online; those with authorisation and those without. In keeping with the budgetary measures put in place we have created an Orderer/Authoriser system, whereby Low Level Orderers’ can access the site and create an order but these must then be authorised by a dedicated person or persons. In addition to this we have the ability to create super authorisers, who have the ability to grant and remove authorisation from other users of the site. Our system also has the functionality to have multiple Authorisers linked to multiple Orderers’. This feature benefits many companies as it relaxes the dependency on an individual.

Catalogue Selection The Martin Luck Group has been producing our own catalogue since the turn of the 21 st century, ensuring that our customers are given a fair choice of products and ranges at highly competitive and honest prices.

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Our web catalogue, appropriately titled “A-Z OfficeNet” has been carefully selected from our full catalogue to meet with the current demands of the online market place. If required we can restrict your web users to our OfficeNet catalogue, thus reducing the variety of choice available and the ability to spend more on the wholesaler catalogues such as Spicers and Kingfield Heath, where off core line purchases can lead to significant increases in cost.

Online Budget Reports We have created a series of online Budget reports that illustrate spend by product lines, individual items and cost centres. They are very useful for “at-a-glance” information but when viewed in conjunction with the monthly management reports they become very powerful tools in monitoring the spending activity of your company.

My Favourites All products that have been made available to a stationery buyer can be added to their own personal Custom Catalogue, which is then managed by the user and accessed via their My Favourites link on the navigation menu. This action is simply performed by selecting the icon that is available on the product page.

Fig 7. An example of a My Favourites menu

As you can see with the My Favourites menu, products can be easily included within a new order by typing a Quantity into the applicable field and clicking on the Add to Basket icon. Multiple products lines can be added in the way. In addition, products can also be easily removed from the Custom Catalogue simply by clicking on the icon.

Technical Support To supplement the product knowledge of the Sales Teams we have a highly skilled IT Team who understand the intricate details concerning the set up of customers on the web, and so can offer expert advice as necessary. In addition to this, all new users of the site are issued with a How to Guide, which details the different areas of the system and how they interact. This can be followed up with a call or visit to ensure the user know their way around the system.

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Soft Cost Savings A unique selling point of the Martin Luck Group Experience is methods in which we are constantly developing new and entrepreneurial ideas to save our customers money, whether this is in the form of direct monetary reductions or soft cost savings. The implementation of the following features could massively reduce your administration costs, from lowering the number of invoices that require processing to alleviating the need for an employee to be available to accept delivery.

Minimum Order values By restricting your buyers to a minimum order value there will be you will soon notice the reduction in time spent by your employees searching for goods instead of focusing on their business critical functions. The change internally to your systems will show as people become more reserved with their stationery requests thus savings you money.

Fixed Delivery Dates We can organise for the same delivery driver to drop your orders to you and your demanders on specific days of the week only. The benefit of this is that your departments will know what days to order and when to expect delivery, reducing the dependency on an employee to be available from Monday to Friday.

Complete Orders Only We have invested heavily in a robust system that allows us to implement a complete orders only system, whereby you will only receive your order when all the goods are available for delivery. The new technologies that make up our system also allow us to make educated decisions as to whether an order should remain complete order only. For instance, if a single line of an order is not to arrive for more than 7 days from a supplier or manufacturer for reasons beyond our control, we may decide to deliver the original order less the outstanding item.

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Working together to reduce our carbon footprint

Environmental Issues There is a considerable amount of noise at the moment in the media and directly from government about the impact everyone has on the environment in which we all live and how business in general can help to reduce CO2 emissions. There would appear to be some genuine efforts being made by some to really make a difference and there are those who would prefer to continue to operate under the same regime but buy carbon offsetting schemes, half way around the world. We, until other forms of energy are developed, will continue to rely upon fossil fuels for power, what we have to do, is reduce our burden on the world by working smarter. At this moment in time, given the information we have, we believe the best approach is to reduce the amount of fossil fuels we burn and try to manage the resources we buy more effectively.

Making a Difference The large majority of products delivered to our distribution facilities arrive direct from point of manufacture. By using a supplier close to the point of use, you can reduce the amount of miles travelled to deliver the product to your desk. We also buy, where ever possible, products of European manufacture, there are some that even now still come from the U.K. and this is where we do make a difference and set ourselves apart from our competitors. You will realise we do live in a global economy but we can, at a local level, help to reduce the amount of carbon we burn by making an environmental choice.

Volumax Copier Paper We recently became the largest buyer of Volumax in the U.K. At this time we were given the option to either continue to source the paper from a mill in Finland or move the production to here in the U.K. We decided on environmental grounds to adopt the U.K. source, the benefits of which were overwhelming.

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The process to produce copier paper is quite daunting, there are a limited amount of machines around the world and when you think a sheet of A4 paper is cut from a roll 6m wide and 1.5m in diameter, you can understand how big these machines are. By selecting a UK mill for our paper, we have cut out thousands of miles the paper would have to travel to get to our distribution centre, good for the planet.

First Lever Arch File We have produced for us in Northampton our own brand lever arch file. Nothing very exciting about that but we have made a positive statement and decided to buy a product here in the UK rather than buying a product of inferior quality from a factory in the Far East. We believe the product made in the UK is better for the environment; it is 100% recycled board, fitted with reinforced metal shoe and radio clip mechanism, manufactured in the UK and shipped by container from Northampton to Plymouth. Whilst the imported product is cheaper to buy, it has travelled half way round the world to the point of use!

Reducing Packaging Waste Tote boxes, taking cardboard boxes out of the supply chain We have been gradually been rolling out our latest innovation; box-less deliveries since the beginning of July 2007. Following research into how we affect the environment it became obvious at an early stage that if we delivered our orders in plastic returnable tote boxes, we could reduce the amount of cardboard boxes we use and therefore the amount of waste our customers would have to dispose of, more often than not at a financial cost. This initiative has seen our consumption of boxes reduce by 75% and has been positively accepted by our environmentally aware customers. The project created a few issues which are now being addressed. The original box was at times too large which was solved by additional investment into two smaller sizes, one with the same footprint but half the depth and another the size of a box of copier paper for small deliveries. This effort alone we consider will enable us all to help, as the boxes used in the past will no longer either go to landfill or have to be recycled using energy to reprocess the fibres. The above represents a considerable investment but we feel it is money well spent as we anticipate the tote boxes, which are made from recycled plastic and in turn are recyclable, will last for years and keep on working, order after order. We will also use the tote boxes to reclaim any packaging waste we have passed onto Your Company as we have a special dispensation from the Environment Agency for us to work in this manner. As I am sure you could imagine, reducing the amount of packaging waste you have to disclose to the authorities will greatly reduce any levies applied.

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A core principle of the Martin Luck Group Experience is to offer a personal service that stands up for the local economy and local values.

Meet the Team Managing Director In 1982, Martin Luck first opened a small retail unit in the Ancient Stannary Town of Tavistock, in Devon. Since then he has driven the Martin Luck ideal of customer service in the office supplies industry to the modern standard currently exercised by the company. In our most recent catalogue Martin expressed his opinions on celebrating 25 years in the industry, highlighting that “none of this would be possible without the highly skilled teams based at each of our distribution centres” and the backing of “blue-chip companies, corporations, local authorities, health and education organisations as well as regional and national companies of every size.”

Operations Manager In 2004, Martins son, Matthew Luck joined the company to help further the development of new and existing areas of the market not currently available to all of our customers. Matthew had previously spent 7 years with internationally recognised PwC in the IT and Finance Application Industry. Matthews’s first major decision within the company was to change the internal computing systems that processed all the sales and purchase orders. This was a massive leap forward in many respects, as the new system worked, and continues to work on modern IT technologies, empowering us with the ability to, for example, efficiently enter sales orders or report on a large scale to produce useful management documents for our customers.

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Sales Team Sales Director - John Barnes John Barnes is a commercially astute sales and marketing professional who combines strategic vision with operational management through vast experience gained in the paper and office supplies industry. He has been an outstanding leader and motivator within the Martin Luck Group with excellent communication and relationship building skills that have enabled him to build a reputation within the group. “It is my personal belief that the Martin Luck Group currently leads the market in respect of vision, customer service and inherently core principles. Since joining the group in early 2007, as the Sales Director, I have incorporated myself within the different departments to ensure that the proven high levels of service are maintained at each and every level, from order to delivery.”

Print & Furniture Team Due to the specialist nature of print and furniture procurement we have invested in several dedicated and highly knowledgeable people who will work in partnership with your Account Manager to ensure purchases are of the highest quality and most suitable price.

Print Manager – Andrew Songhurst Andrew has worked in the print industry since leaving school in 1984. Starting as a trainee typesetter at Brewers he has gained extensive knowledge in all aspects of the trade in the past 24 years. For the past ten years, Andrew has been our senior estimator and has been at the forefront of the development of our printing business. Now, as Print Division Manager, he is able to use his experience to improve the group print operation and is ultimately responsible for over £1m of state-of-the-art production machinery. “We have a really great team of people here at Martin Luck Print, all of whom are extremely skilled at the various jobs they do. We aim to take all the hassle out of print ordering and help provide a one-stop-shop for all your office supplies.” Andrew is available to discuss your print requirements at our Helston production facility at any time.

Interiors Manager – John Ainsworth John Ainsworth has also recently joined the group, bringing with him a lifetime of history within the Interiors industry. “I have joined the Martin Luck Group at a very critical stage, as the group moves into providing a full Office Interiors service to replace the already successful furniture arm. I feel my previous history within the industry and the buying power of the Martin Luck Group will empower us to provide a highly reliable and winning Interiors Division.”

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Investing in new technologies is core to the survival of any modern business

New Technologies Martin Luck Ltd has invested heavily over the past couple of years to up grade our systems and software to provide our customers now, and in the future, with the very latest information and seamless paperless transactions. We have replaced our Progress software with K8, developed by a company called ADP. Whilst Progress, a DOS based system that is still extensively used throughout the industry, served us well for close to fifteen years and was a good system to move stock in and out of the business, it was holding us back in several key areas. If we were to deliver the goods and service our customers now demand and expect, it was critical we moved to a modern windows platform. ADP is a well known multi-national company with major customers in the UK including Plumbase, Landrover, Jewson’s, BathStore.com, Saint Gobain, Ford, BMW and Mercedes. As the first office supplies dealer to work alongside ADP on a solution for our industry we have unprecedented access to a dedicated support team within the company that, at a basic level, enables us to efficiently and effectively process customer orders and requests. Since going live in November 2006 the entire workforce has positively adopted the new system and can see the benefits to themselves and, more importantly, the customer. As a result of switching to this new system we have already been able to set up electronic invoicing and ordering with several of our suppliers and customers. The response from an email survey we carried out personally in January 2008 highlighted overall customer satisfaction with our eCommerce site. Any criticisms of our website were duly noted and through a close working relationship with the development team several amendments to the site have been made. We are very much open to criticism and positively encourage our employees to obtain feedback from our customers wherever possible regarding our processes so that we may improve them where necessary.

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The Future The Martin Luck Group is a growing business that has put in place various robust systems and procedures to deal with the not so obvious challenges of the Office Supplies industry. We have invested large sums of money and time into new technologies that enable us to run a proficient, efficient and effective business, which in turn shows through our service levels and customer retention levels. We feel confident that the combined power of the three companies that form the Martin Luck Group will continue to grow and develop as a single unit, ensuring that our customer’s continue to receive the high levels of service and quality of product already experienced.

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The Martin Luck Group Experience Presented for Your Company

2009

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