样本案例分析.ppt

Content Ⅰ.Case overview Ⅱ.Strategic objectives of Northlake Bookstore Ⅲ.Benchmarking analysis from four perspectives of BSC Ⅳ.Summary of strengths weaknesses Ⅴ.Three steps for improvement Ⅰ.Case overview Ⅱ.Strategic Objectivesof Northlake Bookstore From strategy to action --on the basis of BSC The Analytical Hierarchical Process (AHP) III. Benchmarking AnalysisFinancial perspective III. Benchmarking AnalysisFinancial perspective Financial perspective Product Line Profitability Pay attention to used text sales Price gap between Northlake and Online Vendors Internal process perspective Internal process perspective Ⅳ.SWOT Ⅴ. Three Steps for Improvement Three-month Plans Three-month Plans Three-month Plans Three-month Plans Three-month Plans Three-year plans * Case Study Northlake Bookstore: Benchmarking for Performance Evaluation Textbook sales for this fall had decreased from the prior fall sales Wendy-Manager Chuck-Boss In September 2004 Problem Who When Where In Northlake Bookstore What to do Employ benchmarking analysis to figure out the reasons behind the poor performance Then identify how to sustain the excellence and improve the inferior performance Further more, determine a long-term action plan for improvement Excellent Service To provide service excellence for the students, faculty, staff, alumni and guests of the University Strategic Objectives A profit center To contribute to the overall profitability of the University as well as being efficient and controlling costs. To achieve high customer satisfaction To attain high profitability Cartons processed per employee hour Employee satisfaction Employee Turnover Learning and growth Inventory turnover Textbook sell-through Days textbooks in Receiving area Number of hrs store is open per Week Internal process Customer satisfaction Percentage of textbooks available First Day Customer Queuing time at Registers Customer Gross margin ratio Total operation expenses ratio