Barnes and Noble, Inc. Balanced Scorecard Appendix 1 Barnes and Noble, Inc. Balanced Scorecard Financial Vision and Strategy To bring books and bookstores into the mainstream of American life Customer Perspective Internal Business Perspective Learning and Growth

barnesandnoble.com Balanced Scorecard Financial Vision and Strategy To be a broadcast channel for Barnes and Noble, Inc. Customer Perspective Internal Business Perspective Learning and Growth

Barnes and Noble, Inc. Balanced Scorecard Financial 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 Customer Perspective Internal Business Perspective Vision and Strategy Learning and Growth

barnesandnoble.com Balanced Scorecard Financial Goals Measures Increase Shareholder Value Earnings Per Share Increase ROI Profit / Assets Customer Perspective Vision and Strategy Internal Business Perspective Learning and Growth

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 Internal Business Perspective Vision and Strategy Learning and Growth

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 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 Internal Business Perspective Vision and Strategy Learning and Growth

Barnes and Noble Balanced Scorecard Financial Internal Business Processes Goals Measures On-time delivery Days to fulfill order Efficient returns processing # of returns per hour Shorter checkout lines Checkout time per customer Customer Perspective Vision and Strategy Learning and Growth

barnesandnoble.com Balanced Scorecard Financial Internal Business Processes Goals Measures On-time delivery Days to fulfill order Increase inventory # of books in stock Increase web server speed Time to download webpage Customer Perspective Vision and Strategy Learning and Growth

Barnes and Noble Balanced Scorecard Learning and Growth Customer Perspective Vision and Strategy Internal Business Perspective Learning and Growth Goals Measures Expand operations # of new stores per year Increase Market Size # of new customers Improve Employee Programs Employee turnover rate

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

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