样本案例分析2.pptVIP

Web Sale/Total Sale (recalculate ??) * * Benchmarking for performance evaluation Northlake Bookstore Case overview Northlake Bookstore is located in the Northlake University in Dallas, a metropolitan in the Midwest. It serves the university community with a profit-centered presence and also dedicated to providing service excellence that meets or exceeds the needs of each customer and university department. Recently, textbook sale of Northlake in fall in 2004 decreased about $180,000, or 3% of annual textbook sales. This was primarily due to the increase in the average price of a textbook from $50 to $150 over the last five years, as complained by the customers (students). 2009-5-30 * It was realized that a significant contributor of this increase was publisher updates to textbooks more often than prior period. Wendy, the manager, reported the decreased textbook sales to the boss Chuck, and was asked to conduct a benchmarking analysis to identify performance gap with competitors. This benchmarking will not be limited to book department only, but will serve as a decision-making guideline for resources, process and people. Moreover, tactics should be developed to correct such gap. 2009-5-30 * Case overview We first assume the environmental condition is simple and static, therefore, historical analysis, benchmarking, forecasting, and formal planning make sense. In addition, we presume current organization culture and structure is appropriate and does not impede business development. A culture does not pose pressures for a for-profit business with aggressive sales and earning target The business structure functions well, facilitates communication and information. Finally, we suppose all information provided in this cases is all what Wendy get and use, may or may not be sufficient. 2009-5-30 * Assumptions 2009-5-30 * Benchmarking analysis report: Performance indicators benchmarking and Problem Identification Main issues SWOT analysis Solutions and Action Pla