Benchmarking for Performance Evaluation(英文版)(ppt 54页)

1,NorthlakeBookstore:BenchmarkingforPerformanceEvaluation,2,Outlines,BackgroundCurrentSituation,LearningOperationCustomer,BenchmarkingPrinciplesBenchmarkingAnalysis,TacticsforGapsPerformanceMeasurement-BSC,CaseOverview,CaseAnalysis,Tactics,ActionPlan,3,Section1CaseOverview,BackgroundCurrentSituation,CaseOverview,4,CaseOverview-Background,MissionAcademicResourceServiceExcellence,Northlake,CompanyLocation:MetropolitanProductLines:Textbooks,Sundries,Clothing,Software,Computers,CompetitorsOnlineTextbookVendorsOtherBooksellers:B&N,Wal-mart,etc.,CustomersStudentsFacultyStaffAlumniGuests,AUniversityBookstore,5,FiveProducts-Textbooks-Clothing-Computers-Software-Sundries,CaseOverviewCurrentSituation,6,Why？,Forthefirsttimeinpastsevenyears,textbooksalesdecrease.InFall2004,thesalesdecreasewas$180,000,3%ofannualtextbooksales.,CaseOverviewCurrentSituation,7,Section2CaseAnalysis,BenchmarkingPrinciplesBenchmarkingAnalysis,CaseAnalysis,8,CaseOverviewBenchmarkingPrinciples,BenchmarkingasaToolComparewithSuperiorPerformanceIdentifyGapsImproveNecessaryAreas,BuildingPrinciplesAlignwithOrganizationalStrategy,Profitability,ServiceExcellence,9,CaseOverviewBenchmarking,GrandStrategyLevel,FunctionLevel,CompetitiveStrategyLevel,ProductLines,FocusStrategy,SupportiveDepartments,Operation,HumanResource,Marketing,Market,Price,Service,Textbooks,Clothing,Computers,Software,Sundries,10,GrandStrategyLevel,FunctionLevel,CompetitiveStrategyLevel,ProductLines,FocusStrategy,SupportiveDepartments,Operation,HumanResource,Marketing,Market,Price,Service,Textbooks,Clothing,Computers,Software,Sundries,CaseOverviewBenchmarking,11,Benchmarking-GrandStrategyLevel,47%,38%,13%,12%,47%,36%,205%,41%,26%,3%,5%,-16%,Top3,Last1,12,Benchmarking-GrandStrategyLevel,13,GrandStrategyLevel,ProductLines,FocusStrategy,SupportiveDepartments,Operation,HumanResource,Marketing,Market,Price,Service,Textbooks,Clothing,Computers,Software,Sundries,CompetitiveStrategyLevel,FunctionLevel,CaseOverviewBenchmarking,14,Benchmarking-CompetitiveStrategyLevel,PotentialforExpansion,MarketCoverage,15,PotentialforExpansion,MarketCoverage,CampusContrib.,HighCampusContribution,Benchmarking-CompetitiveStrategyLevel,16,PotentialforExpansion,MarketCoverage,CampusContrib.,HighCampusContribution,SalesperStudent,StrongPurchasePower,Benchmarking-CompetitiveStrategyLevel,17,-25.08%,-22.03%,LowDecreasingMagnitude,PriceTrend,Benchmarking-CompetitiveStrategyLevel,18,LowDecreasingMagnitude,PriceTrend,High,CurrentPrice,$58.76,$60.83,Benchmarking-CompetitiveStrategyLevel,19,Benchmarking-CompetitiveStrategyLevel,20,HighServiceQuality,ImprovingService,Benchmarking-CompetitiveStrategyLevel,21,GrandStrategyLevel,ProductLines,FocusStrategy,SupportiveDepartments,Operation,HumanResource,Marketing,Market,Price,Service,Textbooks,Clothing,Computers,Software,Sundries,CompetitiveStrategyLevel,CaseOverviewBenchmarking,22,Operation,Marketing,HumanResource,SpaceUtilization,Cost&Expense,InventoryManagement,EmployeeStructure,LaborEfficiency,LaborExpense,Promotion,Channel,BenchmarkingFunctionLevel,23,InventoryManagement,GMROI,Good,BenchmarkingFunctionLevel,24,InventoryManagement,GrossMarginRate,InventoryTurnover,Median,Median,0,Increaseprice,Good,Computers,NewTexts,UsedTexts,ClassNotes,Clothing,GeneralBooks,Software,Sundries,Reduceprice,BenchmarkingFunctionLevel,25,InventoryManagement,Good,SpaceUtilization,Low,Ratio=Northlake/NACSMedian,Median,BenchmarkingFunctionLevel,26,InventoryManagement,Good,SpaceUtilization,Low,CostandExpenseControl,CostControl,BenchmarkingFunctionLevel,27,InventoryManagement,Good,SpaceUtilization,Low,CostandExpenseControl,ExpenseControl,Good,BenchmarkingFunctionLevel,28,InventoryManagement,Good,SpaceUtilization,Low,CostandExpenseControl,Good,OperatingRisks,CostStructure,BenchmarkingFunctionLevel,29,InventoryManagement,Good,SpaceUtilization,Low,CostandExpenseControl,Good,OperatingRisks,OperatingLeverage,BenchmarkingFunctionLevel,30,InventoryManagement,Good,SpaceUtilization,Low,CostandExpenseControl,Good,OperatingRisks,BenchmarkingFunctionLevel,31,InventoryManagement,Good,SpaceUtilization,Low,CostandExpenseControl,Good,OperatingRisks,Low,MarginofSafetyRatio,BenchmarkingFunctionLevel,32,EmployeeStructure,FewerPart-timeEmployees,vs,BenchmarkingFunctionLevel,33,EmployeeStructure,FewerPart-timeEmployees,LaborEfficiency,LowLaborEfficiency,LaborExpense,LowLaborExpense,BenchmarkingFunctionLevel,34,Channel,WeakOnlineSales,SeasonalDemand,BenchmarkingFunctionLevel,35,Channel,WeakOnlineSales,SeasonalDemand,Promotion,FewPromotions,BenchmarkingFunctionLevel,36,CaseAnalysis-Summary,GrandStrategyLevel,FunctionLevel,CompetitiveStrategyLevel,Operation,HumanResource,Marketing,Market,Price,Service,Newbooks,Usedbooks,Clothing,Computers,Sundries,Software,OtherBooks,Appealing,NotAppealing,AverageLevel,Low,High,High,GoodInventoryManagementLowSpaceUtilization,ProblematicStructureLowLaborEfficiency,WeakOnlineSalesFewPromotions,37,ReasonAnalysis-FishboneDiagram,SalesDecrease,HighPrice,EmergingTechnology,FewPromotions,SingleChannel,38,Section3-Tactics,TacticsforGaps-GrandStrategyLevel-CompetitiveStrategyLevel-FunctionLevelPerformanceMeasurement-BSC,Tactics,39,Tactics-GrandStrategyLevel,CompetitivePosition(%Sales),High,Strong,Low,Weak,Average,Med-ium,NewTexts,Computers,UsedTexts,GeneralBooks,Clothing,Sundries,ClassNotes,Software,GEMatrixofBookstore,MarketAppeal(GMRate),Expand,SelectiveDevelop,HarvestorShrink,Strengthen,-NewTexts,Develop,-UsedTexts,Cultivate,-Clothing,Maintain&Improve,-Computers,40,Tactics-CompetitiveStrategyLevel,NewTexts,IncreaseonlinesalesDoseasonalpromotionsMaintainarelativelyhighprice,Clothing,Extendseriesof“clothingandgifts”CorporatewithAlumniFundingOffice,HighGrossMarginLowSalesProportion,UsedTexts,IncreasesalesproportionFindmoresourcesofsupplyImposemorecontrolonsuppliers,HighGrossMargin&StrongDemandLowSalesProportion&UnstableSupply,CurrentSituation,Solution,ProductLines,Computers,IncreasepriceofcomputersPromotethesaleofaccessories,HighInventoryTurnoverLowGrossMargin,HighPriceOnlineShoppingImpact,41,Tactics-FunctionLevel,Functionlevel,OperationMaintainhighinventoryturnover,whileensurefullrange,timelydeliveryEnhancespaceutilizationReduceexpenseofoperatingutilities,HumanResourceHiremorestudentemployeesIncreasewagesProvidemoretraining,MarketingSolvetheunstableorderproblemDomorepromotionsIncreaseproportionofonlinesales,42,Tactics-BalancedScorecard,43,Assumption：TheNACSbenchmarkshaveanormaldistribution.The5thand95thpercentilesareestimatedaccordingly.,ThreeCriteria：Importance,BigGap,DataAvailable,Tactics-BalancedScorecard,44,Tactics-BalancedScorecard,45,Secti