barnes and noble, inc. balanced scorecard financial customer perspective learning and growth...
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Barnes and Noble, Inc.Balanced Scorecard
Financial
Customer Perspective
Learning and Growth
Internal Business Perspective
Vision and StrategyTo bring books and bookstores into the
mainstream of American life
Appendix 1
barnesandnoble.comBalanced Scorecard
Financial
Customer Perspective
Learning and Growth
Internal Business Perspective
Vision and StrategyTo be a broadcast channel for Barnes
and Noble, Inc.
Barnes and Noble, Inc.Balanced Scorecard
Customer Perspective
Learning and Growth
Internal Business Perspective
Vision and Strategy
FinancialGoals Measures
•Reduce S&A Costs S&A / Sales
•Increase Sales Total Retail Sales
•Increase Share Value Earnings Per Share
•Increase Profit Margin Profit / Sales
barnesandnoble.com Balanced Scorecard
• Customer Perspective
• Learning and Growth
• Internal Business Perspective
Vision and Strategy
FinancialGoals Measures
•Increase Shareholder Value Earnings Per Share
•Increase ROI Profit / Assets
Barnes and Noble, Inc.Balanced Scorecard
Learning and Growth
Internal Business Perspective
Vision and Strategy
Financial
Customer PerspectiveGoals Measures
•Comfortable reading areas # of couches or chairs
•Mail order catalogs % of customers orders
•Increase market size # of books purchased
•Increase sales # of books sold
•Customer satisfaction average # of customers per day
•Customer acquisition # of new customers
barnesandnoble.com Balanced Scorecard
Learning and Growth
Internal Business Perspective
Vision and Strategy
Financial
Customer PerspectiveGoals Measures
Fast and convenient purchasing # of seconds to complete an order
Books at discounted prices average book price
Distinguish itself # of days to deliver order
Customer satisfaction % of successful first-time delivery
Customer acquisition # of website hits
Increase market share # of people purchasing books
Barnes and Noble Balanced Scorecard
Learning and Growth
Customer Perspective Vision and Strategy
Financial
Internal Business ProcessesGoals Measures
On-time delivery Days to fulfill order
Efficient returns processing # of returns per hour
Shorter checkout lines Checkout time per customer
barnesandnoble.com Balanced Scorecard
Learning and Growth
Customer Perspective Vision and Strategy
Financial
Internal Business ProcessesGoals Measures
On-time delivery Days to fulfill order
Increase inventory # of books in stock
Increase web server speed Time to download webpage
Barnes and NobleBalanced Scorecard
Customer Perspective
Learning and Growth
Internal Business Perspective
Vision and Strategy
Learning and GrowthGoals Measures
•Expand operations # of new stores per year
•Increase Market Size # of new customers
•Improve Employee Programs Employee turnover rate
barnesandnoble.com Balanced Scorecard
Customer Perspective
Learning and Growth
Internal Business Perspective
Vision and Strategy
Learning and GrowthGoals Measures
•Increase # of links # of alliances
•Increase network member size # of new network members
•Stay focused on book sales # of non-book related postings
MBA 8110 15
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