Product details

This is a Simplified Chinese version of the case 'IECJ0132C'. The case traces the challenges of implementing a performance measurement system in a 400-store convenience retail operation. The case first explores the overall design of the system. The firm differentiates itself from the competition based on cleanliness, level of service, and friendliness. The challenge is finding measures that link to the key success factors and making them simple for use by convenience store personnel. One of the main case issues is selecting the measures for the performance measurement system. There are numerous proposals and the design team must select those that are appropriate for the store. Further, there is a debate about the numbers of measures and the data collection system. A third design issue is how to capture the data. The firm partners with a data management firm to conduct random customer surveys automatically generated from the store register. There is a debate about the size of the sample and the integrity of the data. The case walks the students through the process and the levels of design decisions that are made. It provides the firm's unique strategy map and students are challenged to ensure the measures fit the map.