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How To Lead With Guts (and Have Their Backs)

Let's Grow Leaders

Retail is always a balancing act of providing great customer service and not giving away the store. It became harder to talk about balanced scorecards. We all cringed when this particular leader, let’s call him “Simon,” would walk into the store and start interacting with customers.

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How Leaders Make Business Metrics Meaningful

Let's Grow Leaders

And your business metrics matter – a balanced scorecard, with well-selected key performance indicators, will reinforce your strategy and align actions with goals. If you’re a convenience store retail manager, your key behaviors might include: Keep products stocked. Make sure the store is clean and neat.

Metrics 266
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Performance Measurement

Strategy Driven

Retailers historically need trained stored managers, a few great merchandisers, and, in most cases, store staff with a customer service orientation. Numerous organizations have subsequently advocated and implemented the balanced scorecard idea.

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Breaking Up the Retail-Price Confusopoly

Harvard Business Review

The Conversation Blogs The Conversation Breaking Up the Retail-Price Confusopoly 8:25 AM Tuesday November 30, 2010 by Joshua Gans | Comments () Email Tweet This Post to Facebook Share on LinkedIn Print This years holiday shopping season improved somewhat over last year with sales likely to top $11 billion.

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Making Hospital Partnerships Work

Harvard Business Review

Take Silver Cross’s joint operating committee with RIC, which convenes on a quarterly basis to review Balanced Scorecard metrics on quality of care, patient experience, volume, and efficiency. Participating retailers are promoted on the Silver Cross website, at health fairs, and on all marketing collateral.

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With Change Agents, One Size Does Not Fit All

Harvard Business Review

Since 1998 Doug Drolett has been a business process consulting leader, and global process management architect, as Shell implemented global standard systems and processes in its downstream (refining and retail) business.

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The Right CEO Personality for Process Improvement

Harvard Business Review

Comments The Right CEO Personality for Process Improvement I recently argued that in industries such as distribution and logistics (Amazon, FedEx, UPS), process manufacturing (Exxon), insurance (Aetna), restaurants (McDonalds), and retail banking (Bank of America, Citibank, Wells Fargo), continuous process improvement is essential.

Process 14