1. 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

2. 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

3. 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

5. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

15. WSJ.com
MBA 8110