Benchmarking for Performance Evaluation

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ISSN 1940-204X Northlake Bookstore: Benchmarking for Performance Evaluation Hugh Grove University of Denver Tristy Hillestad University of Denver Lisa M. Victoravich University of Denver IntroductIon In September 2004, Wendy Wiley, the Northlake Bookstore manager, was considering the implications of a shocking development. For the first time in her seven years as the Bookstore manager, textbook sales for this fall had decreased from the prior fall sales. The sales decrease was approximately $180,000, or 3% of annual textbook sales. Wendy wanted to address this problem before it got worse. She found that this sales decrease was due to two emerging technology problems, possibly of equal magnitude: 1) the students’ increasing use of…show more content…
She had a lot of historical information and was table 1 northlake university Bookstore Income Statements 2004 Actual Sales % Actual 2003 Sales % Actual 2002 Sales % sales Cost of Goods sold Gross margin Labor expenses operating-Utilities maintenance Rent postage & printing telephone outside services insurance Consumables travel total oper. expenses operating income other income net income other Performance Measures 11,110,607 8,052,260 3,058,347 1,398,996 50,477 38,441 132,129 25,724 9,429 21,855 6,713 182,028 15,944 1,881,734 1,176,614 163,034 1,339,647 2004 100.0% 72.5% 27.5% 12.6% 0.5% 0.3% 1.2% 0.2% 0.1% 0.2% 0.1% 1.6% 0.1% 16.9% 10.6% 1.5% 12.1% 2003 9,201,132 6,760,730 2,440,403 1,168,313 73,982 35,019 136,085 23,988 8,970 13,599 6,672 154,110 21,627 1,642,364 798,039 79,853 877,895 2002 100.0% 73.5% 26.5% 12.7% 0.8% 0.4% 1.5% 0.3% 0.1% 0.1% 0.1% 1.7% 0.2% 17.8% 8.7% 0.9% 9.5% 8,765,163 6,616,751 2,148,413 1,091,193 35,466 33,959 132,632 25,097 9,530 13,170 6,245 133,983 3,509 1,484,781 663,632 79,176 742,808 100.0% 75.5% 24.5% 12.4% 0.4% 0.4% 1.5% 0.3% 0.1% 0.2% 0.1% 1.5% 0.0% 16.9% 7.6% 0.9% 8.5% Faculty overall satisfaction survey Customer Queing time at Registers (in minutes) % of Coursepacks available First Day % of textbooks available First Day textbook sell-through (total sold/ total available) Gross margin Return: inventory (GmRoi) Cartons processed per employee hour Days textbooks in Receiving area 4.05 1.2 97%
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