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NorthlakeBookstore:BenchmarkingforPerformanceEvaluation1OutlinesBackgroundCurrentSituationLearningOperationCustomerBenchmarkingPrinciplesBenchmarkingAnalysisTacticsforGapsPerformanceMeasurement-BSCCaseOverviewCaseAnalysisTacticsActionPlan2Section1–CaseOverviewBackgroundCurrentSituationCaseOverview3CaseOverview-BackgroundBackground4Mission•AcademicResource•ServiceExcellenceMission•AcademicResource•ServiceExcellenceCompany•Location:Metropolitan•ProductLines:Textbooks,Sundries,Clothing,Software,ComputersCompany•Location:Metropolitan•ProductLines:Textbooks,Sundries,Clothing,Software,ComputersCompetitors•OnlineTextbookVendors•OtherBooksellers:B&N,Wal-mart,etc.Competitors•OnlineTextbookVendors•OtherBooksellers:B&N,Wal-mart,etc.CustomersStudentsFacultyStaffAlumniGuestsCustomersStudentsFacultyStaffAlumniGuestsAUniversityBookstoreAUniversityBookstoreTotalBooks67.8%NewTexts46.7%Sundries6.3%Clothing11.7%Computers7.8%Software6.5%Notes4.7%General3.0%Used13.4%FiveProducts-Textbooks-Clothing-Computers-Software-Sundries1.ProductStructure2.FinancialPerformance5CaseOverview–CurrentSituationCurrentSituationIncreasingTrend3.TextbookSales6Forthefirsttimeinpastsevenyears,textbooksalesdecrease.InFall2004,thesalesdecreasewas$180,000,3%ofannualtextbooksales.(estimated)CaseOverview–CurrentSituationCurrentSituationSection2–CaseAnalysisBenchmarkingPrinciplesBenchmarkingAnalysisCaseAnalysis7CaseOverview–BenchmarkingPrinciplesBenchmarkingPrinciplesBenchmarkingasaToolComparewithSuperiorPerformanceIdentifyGapsImproveNecessaryAreasBuildingPrinciplesAlignwithOrganizationalStrategyProfitabilityServiceExcellence8CaseOverview–BenchmarkingBenchmarkingGrandStrategyLevelFunctionLevelCompetitiveStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationOperationHumanResourceHumanResourceMarketingMarketingMarketMarketPricePriceServiceServiceTextbooksTextbooksClothingClothingComputersComputersSoftwareSoftwareSundriesSundries9GrandStrategyLevelFunctionLevelCompetitiveStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationOperationHumanResourceHumanResourceMarketingMarketingMarketMarketPricePriceServiceServiceTextbooksTextbooksClothingClothingComputersComputersSoftwareSoftwareSundriesSundries10CaseOverview–BenchmarkingBenchmarkingProducts%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-GrandStrategyLevelGrandStrategyLevel47%38%13%12%47%36%205%41%26%3%5%-16%Top31.ProductStructure&ProfitabilityAnalysis11Last1%ofSales:AboveMedian•NewTexts•Clothing•ComputersBelowMedian•UsedTextsRatio=Northlake/NACSMedian2.NACSBenchmarks12GMRate:AboveMedian•NewTexts•UsedTexts•ClothingBelowMedian•ComputersBenchmarking-GrandStrategyLevelGrandStrategyLevelGrandStrategyLevelProductLinesFocusStrategySupportiveDepartmentsOperationOperationHumanResourceHumanResourceMarketingMarketingMarketMarketPricePriceServiceServiceTextbooksTextbooksClothingClothingComputersComputersSoftwareSoftwareSundriesSundries13CompetitiveStrategyLevelFunctionLevelCaseOverview–BenchmarkingBenchmarkingBenchmarking-CompetitiveStrategyLevelCompetitiveStrategyLevelAverage25thMedian75thNorthlakeTotalSpaceinSquareFeet$23,495$14,993$20,006$32,025$22,500SquareFeet...