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Nordstrom questions 4-7
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4) Identify four measures that Nordstrom could include in the customer perspective of a balanced scorecard. Feel free to create measures that are not explicitly mentioned on the annual report. What statements in the annual report motivated your choices? Ideally, should each of your measures increase or decrease over time?
5) Identify four measures that Nordstrom could include in the internal business process perspective of a balanced scorecard. Feel free to create measures that are not explicitly mentioned on the annual report. What statements in the annual report motivated your choices? Ideally, should each of your measures increase or decrease over time?
6) Identify four measures that Nordstrom could include in the learning and growth perspective of a balanced scorecard. Feel free to create measures that are not explicitly mentioned on the annual report. What statements in the annual report motivated your choices? Ideally, should each of your measures increase or decrease over time?
7) Create four hypothesis statements (in “if then” form) that demonstrate four of the casual links between measures that you have chosen.
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ANSWERS
Question 4
- Customer satisfaction in a 95 percentile – since service excellence is one of the key focus of Nordstrom, then this should be included in one of its metrics. And this should be increasing over time.
- Periodic customer survey – same inspiration as in number 1 and this should be increasing over time also
- Percentage increase in the company’s loyalty program – not mentioned in the report and should increase over time
- Volume of transactions of members of the loyalty program – this is …
