Barnes & Noble Booksellers Balanced Scorecard Project Lia Torre Terri Leofsky Tory Kindlick Yoftahe...
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Transcript of Barnes & Noble Booksellers Balanced Scorecard Project Lia Torre Terri Leofsky Tory Kindlick Yoftahe...
Barnes & Noble Booksellers Balanced Scorecard Project
Lia TorreTerri LeofskyTory Kindlick
Yoftahe ZewduIyolo MabilaRachel Katz
Company OverviewNation’s largest bookstore
As of January 31, 2009 operated 778 bookstores and 1 website.
Customer Perspective Goal: Increase customer SatisfactionMeasure: complete a certain amount of
customer surveysTarget:Objective:
Customer Perspective Goal: Increase Customer RetentionMeasure: Increase in returning customersTarget:Objective:
Customer Perspective Goal: Increase Customer LoyaltyMeasure: More new customers in loyalty
programTarget: 20% moreObjective:
Customer Perspective Goal: Add Value and convenience for
customersMeasure: Increase sales onlineTarget: 20% moreObjective:
Financial PerspectiveIn 2008:
No debt on the balance sheet$282 million cash on handComparable sales down 5.4%After tax earnings of $76 million
Financial PerspectiveObjective:
Continue to exit small stores in the malls and sign shorter leases then competitors
Target: To increase sales per square foot
Measure: Sales per total square feet year over year
Initiative: Continue Real Estate Strategy, Continue to relocate stores at end of terms to higher potential locations
Financial PerspectiveObjective:
Continue to increase sales by department (return to 2007 levels)Measure:
OBY department sales increase; particularly the children’s department
Target: Increase category by 5% year over year
Initiative: Increase promotional activities within the children’s department; Direct mailing; Online mailings; Create book blogs and online book clubs
Year 2009P 2008 2007 2006 2005 2004Total OBY Store Sales 0.40% -5.4% 1.8% -0.3% 2.9% 3.1%Category:Fiction/LiteratureChildrensHistory
Financial PerspectiveObjective:
Increase B&N.com FinancialsMeasure:
Increase B&N.com salesTarget:
Increase sales by 7% (Half of Growth from 06 to 07)Initiative:
Advertising within the store, Increase online promotions
Year 2009P 2008 2007 2006 2005 2004B&N.com Sales 000's 480,064 466,082 476,870 433,425 439,657 419,821 Calculated % change 3.0% -2.3% 9.1% -1.4% 4.5%
References http://news.cnet.com/Borders,-Barnes--
Noble-take-separate-paths-to-profits/2100-1017_3-245231.html
Financial Perspective
In March of 2009, B&N acquired Fictionwise, a leader in the e-book marketplace. They paid $15,700 cash.
Financial PerspectiveObjective: Increase profitability of Fiction
wise
Measure: ROI - Return on Investment
Target: 15%
Initiative: Release of the nook, pricing discounts, advertising on website, in-store advertising
Real Estate StrategyExit small mall stores
Sign shorter leases then competitors
Outcome: Sales per square foot lead the industry