财务案例大赛样本案例分析3

NorthlakeBookstore:BenchmarkingforPerformanceEvaluation1OutlinesBackgroundCurrentSituationLearningOperationCustomerBenchmarkingPrinciplesBenchmarkingAnalysisTacticsforGapsPerformanceMeasurement-BSCCaseOverviewCaseAnalysisTacticsActionPlan2Section1–CaseOverviewBackgroundCurrentSituationCaseOverview3CaseOverview-Background4Mission•AcademicResource•ServiceExcellenceNorthlakeCompany•Location:Metropolitan•ProductLines:Textbooks,Sundries,Clothing,Software,ComputersCompetitors•OnlineTextbookVendors•OtherBooksellers:B&N,Wal-mart,etc.CustomersStudentsFacultyStaffAlumniGuestsAUniversityBookstoreTotalBooks67.8%NewTexts46.7%Sundries6.3%Clothing11.7%Computers7.8%Software6.5%Notes4.7%General3.0%Used13.4%$0$3,000,000$6,000,000$9,000,000$12,000,000SalesGrossMarginNetIncome200220032004FiveProducts-Textbooks-Clothing-Computers-Software-Sundries1.ProductStructure2.FinancialPerformance5CaseOverview–CurrentSituationIncreasingTrend3.TextbookSales6Forthefirsttimeinpastsevenyears,textbooksalesdecrease.InFall2004,thesalesdecreasewas$180,000,3%ofannualtextbooksales.$4,000,000$5,000,000$6,000,000$7,000,000$8,000,0002002200320042005(estimated)CaseOverview–CurrentSituationSection2–CaseAnalysisBenchmarkingPrinciplesBenchmarkingAnalysisCaseAnalysis7CaseOverview–BenchmarkingPrinciplesBenchmarkingasaToolComparewithSuperiorPerformanceIdentifyGapsImproveNecessaryAreasBuildingPrinciplesAlignwithOrganizationalStrategyProfitabilityServiceExcellence8CaseOverview–BenchmarkingGrandStrategyLevelFunctionLevelCompetitiveStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationHumanResourceMarketingMarketPriceServiceTextbooksClothingComputersSoftwareSundries9GrandStrategyLevelFunctionLevelCompetitiveStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationHumanResourceMarketingMarketPriceServiceTextbooksClothingComputersSoftwareSundries10CaseOverview–BenchmarkingProducts%ofSalesGMRateSalesGrowthNewTexts47%23%26%UsedTexts13%36%18%ClassNotes5%23%4%GeneralBooks3%31%205%Sundries6%38%10%Clothing12%47%41%Computers8%5%-16%Software7%24%13%Benchmarking-GrandStrategyLevel47%38%13%12%47%36%205%41%26%3%5%-16%Top31.ProductStructure&ProfitabilityAnalysis11Last10.001.00NewTextsUsedTextsClothingComputers1.010.641.726.501.041.041.220.64%ofSalesGMRate%ofSales:AboveMedian•NewTexts•Clothing•ComputersBelowMedian•UsedTextsRatio=Northlake/NACSMedian2.NACSBenchmarks12GMRate:AboveMedian•NewTexts•UsedTexts•ClothingBelowMedian•ComputersBenchmarking-GrandStrategyLevelGrandStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationHumanResourceMarketingMarketPriceServiceTextbooksClothingComputersSoftwareSundries13CompetitiveStrategyLevelFunctionLevelCaseOverview–BenchmarkingBenchmarking-CompetitiveStrategyLevelAverage25thMedian75thNorthlakeTotalSpaceinSquareFeet$23,495$14,993$20,006$32,025$22,500SquareFeetperFTEStudent$2$1$2$2$3Average#ofFTEStudents19,78814,23718,20321,33612,708MarketCoverage59.37%N/AN/AN/A59.02%SlightlyBelowtheAverageLevelMarketPotentialforExpansionMarketCoverage14MarketCoverage=(TotalSpace/SquareFeetperStudent)/AverageStudentsMarketPotentialforExpansionMarketCoverageCampusContrib.HighCampusContribution2.00%4.00%6.00%8.00%10.00%12.00%Average25thMedian75thNorthlake6.70%3.90%7.00%8.80%12.10%15Benchmarking-CompetitiveStrategyLevelMarketPotentialforExpansionMarketCoverageCampusContrib.HighCampusContributionSalesperStudent$600$800$1,000$1,200$1,400Average25thMedian75thNorthlake$1,025$861$1,026$1,187$1,338StrongPurchasePower16Benchmarking-CompetitiveStrategyLevelPricePriceChangeAmazonEcampusBarnes&NobleWalMartAverageNorthlakeFall,2003-Fall,2004-27.45%-22.61%-22.45%-28.02%-25.08%-22.03%20.00%22.00%24.00%26.00%28.00%30.00%AmazonEcampusBarnes&NobleWalMartAverageNorthlake27.45%22.61%22.45%28.02%25.08%22.03%-25.08%-22.03%LowDecreasingMagnitudePriceTrend17Benchmarking-CompetitiveStrategyLevelPriceLowDecreasingMagnitudePriceTrendHighCurrentPrice$54.00$56.00$58.00$60.00$62.00AmazonEcampusBarnes&NobleWalMartAverageNorthlake$58.82$57.78$61.36$57.08$58.76$60.83PriceAmazonEcampusBarnes&NobleWalMartAverageNorthlake2004Fall$58.82$57.78$61.36$57.08$58.76$60.83$58.76$60.8318Benchmarking-CompetitiveStrategyLevelService3.553.653.753.853.954.05200220032004FacultyOverallSatisfaction0.000.501.001.502.002.50200220032004CustomerQueuingTime19•FacultyOverallSatisfaction•CustomerQueuingTime•%ofCoursepacksAvailableFirstDay•%ofTextbooksAvailableFirstDayBenchmarking-CompetitiveStrategyLevelServiceHighServiceQualityImprovingService94%95%96%97%200220032004%ofCoursepacksAvailableFirstDay99.20%99.30%99.40%99.50%99.60%200220032004%ofTextbooksAvailableFirstDay20•FacultyOverallSatisfaction•CustomerQueuingTime•%ofCoursepacksAvailableFirstDay•%ofTextbooksAvailableFirstDayBenchmarking-CompetitiveStrategyLevelGrandStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationHumanResourceMarketingMarketPriceServiceTextbooksClothingComputersSoftwareSundries21CompetitiveStrategyLevelFunctionLevelCaseOverview–BenchmarkingOperationMarketingHumanResourceSpa