Store33

store24 1. What do they want to implement 2. Their Balanced Scorecard 3. Our Balanced Scorecard Differentiation from other convenience stores by providing an entertaining in-store atmosphere through large display cases that show promotional items. The industry of convenience stores is mature and the old efficiency strategies based on fast, clean and efficient stores are an industry standard (Cause You Just Can’t Wait - CYJCW) New Store24's "Ban boredom" Strategy Intended to create customer loyalty and cross-sell high-margin products, bumping up the average sales per customer Strong flexibility and autonomy was given to store-managers. Problems with their scorecard : Instead of starting from Learning and Growth Perspective, they wanted to implement the new Internal Business Process of "Ban Boredom" in all stores, also the ones with unskilled management At the customer level, they could have linked with the strategy by including in the comment cards questions about what products not usually sold in convenience stores would have liked to buy. The performance of store managers and staff crew was measured inaccurately because of announced visits which could not represent reality the management wasn't able to transmit the values of the strategy to the lower levels of the organization, because they couldn't show a correlation between their new differentiation strategy and the financial/overall performance the perspectives are not properly linked among each other and to the overall strategy. Objective: Increase profit and shareholders' value ROI EBITDA Gross Profit Growth Sales Groeth Customers targets: ROI = x% EBITDA = x Gross Profit Growth = x% Sales Growth = x% Based on industry performance (of the competitors or of the market leader) and of their business plan (what they can immagine to possibly achieve). Objective: Finance KPI : s s KPI : targets: Increase Customer Loyalty and enhance the value customers perceive to receive. Loyalty - Would you recommend Store24?...