Barnes and Noble, Inc. Balanced Scorecard

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

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

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

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

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

9. barnesandnoble.com Balanced Scorecard Learning and Growth Internal Business Perspective 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 Vision and Strategy

10. Barnes and Noble Balanced Scorecard Learning and Growth Customer Perspective 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 Vision and Strategy

11. barnesandnoble.com Balanced Scorecard Learning and Growth Customer Perspective 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 Vision and Strategy

12. Barnes and NobleBalanced Scorecard Customer Perspective Learning and Growth Internal Business Perspective Vision andStrategy • 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 Customer Perspective Learning and Growth Internal Business Perspective Vision and Strategy • 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