Appendix 1
Barnes and Noble, Inc.
Balanced Scorecard
Financial
Vision and Strategy
Customer Perspective
To bring books and bookstores into the
mainstream of American life
Learning and Growth
Internal Business
Perspective
barnesandnoble.com
Balanced Scorecard
Financial
Vision and Strategy
Customer
Perspective
To be a broadcast channel for Barnes
and Noble, Inc.
Learning and Growth
Internal Business
Perspective
Barnes and Noble, Inc.
Balanced Scorecard
Financial
Customer
Perspective
Goals
Measures
•Reduce S&A Costs
S&A / Sales
•Increase Sales
Total Retail Sales
•Increase Share Value
Earnings Per Share
•Increase Profit Margin
Profit / Sales
Vision and Strategy
Learning and Growth
Internal Business
Perspective
barnesandnoble.com
Balanced Scorecard
Financial
•
Goals
Measures
•Increase Shareholder Value
Earnings Per Share
•Increase ROI
Profit / Assets
Customer
Perspective
Vision and Strategy
•
Learning and Growth
•
Internal Business
Perspective
Barnes and Noble, Inc.
Balanced Scorecard
Financial
Customer Perspective
Goals
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
Vision and Strategy
Learning and Growth
Internal Business
Perspective
barnesandnoble.com
Balanced Scorecard
Financial
Customer Perspective
Goals
Measures
Fast and convenient purchasing # of seconds to
complete an order
Books at discounted prices
average book price
Vision and Strategy
Distinguish itself
# of days to deliver
order
Customer satisfaction
% of successful firsttime delivery
Customer acquisition
# of website hits
Increase market share
# of people
purchasing books
Learning and Growth
Internal Business
Perspective
Barnes and Noble
Balanced Scorecard
Financial
Internal Business Processes
Customer Perspective
Vision and Strategy
Learning and Growth
Goals
Measures
On-time delivery
Days to fulfill order
Efficient returns processing
# of returns per hour
Shorter checkout lines
Checkout time per
customer
barnesandnoble.com
Balanced Scorecard
Financial
Internal Business Processes
Customer Perspective
Vision and Strategy
Learning and Growth
Goals
Measures
On-time delivery
Days to fulfill order
Increase inventory
# of books in stock
Increase web server speed
Time to download
webpage
Barnes and Noble
Balanced Scorecard
Learning and Growth
Customer
Perspective
Vision and Strategy
Learning and Growth
Goals
Measures
•Expand operations
# of new stores per year
•Increase Market Size
# of new customers
•Improve Employee Programs
Employee turnover rate
Internal Business
Perspective
barnesandnoble.com
Balanced Scorecard
Learning and Growth
Customer
Perspective
Vision and Strategy
Internal Business
Perspective
Learning and Growth
Goals
Measures
•Increase # of links
# of alliances
•Increase network member size # of new network
members
•Stay focused on book sales
# of non-book related
postings
WSJ.com
MBA 8110
15