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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
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barnesandnoble.comBalanced Scorecard
Financial
Customer Perspective
Learning and Growth
Internal Business Perspective
Vision and StrategyTo be a broadcast channel for Barnes
and Noble, Inc.
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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
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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
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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
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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
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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
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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
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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
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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
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MBA 8110 15
WSJ.com