2011-2013<br />Strategic Management<br />Group 6<br />
Introduction-1<br />McDonald's Crisis: 1998-2003<br />Ray Kroc 1955-1973<br />Realized McDonald’s formula of <br />	self-s...
Introduction-2<br />Fred Turner 1973-1987<br /> Management Science: established quality control measures, Turner’s manual ...
Introduction-3<br /><ul><li>Michael Quinlan 1987-1998
 Customer service: McDonald’s service enhancement program
Cost Cutting: redesign restaurant, efficient construction method, Open franchisee to choose insurance company,  mini-McDon...
International expansion: Joint venture with the local partners (Start with “Big six” country)
1992 open the first restaurant in Beijing, China
McDonald’s in Crisis: No new success menu,</li></ul>	 Shop similar hurting each customer,  <br />	McDonald’s loosing marke...
Introduction-4<br /><ul><li>Jack Greenberg: 1998-2003
Recasting the image of McDonald’s
New menu: Made for you project
Acquisition and attacks on McDonald’s: Selling unhealthy </li></ul>	food, exploiting Children, mistreating worker, destroy...
Introduction-5<br /><ul><li>Jim Skinner: 2004-
Improving stores’ operations
Substituted healthier food choices
Launched a Balance Lifestyle (Smart eating)</li></ul>	and fitness program<br /><ul><li>Shift from beef to chicken products
McCafes</li></li></ul><li>External Analysis: Environment Analysis<br />
External Analysis: Environment Analysis<br />
External Analysis: Environment Analysis<br />
External Analysis: Environment Analysis<br />
External Analysis: Environment Analysis<br />
External Analysis: Industry Competitiveness Analysis<br />
External Analysis: Industry Competitiveness Analysis<br />
External Analysis: Industry Competitiveness Analysis<br />
External Analysis: Industry Competitiveness Analysis<br />
External Analysis: Industry Competitiveness Analysis<br />
External Analysis: Industry Competitiveness Analysis<br />
External Analysis: EFAS + ICFAS<br />
Internal Factors Analysis<br />
Internal Factors Analysis<br />
Internal Factors Analysis<br />
Internal Factors Analysis<br />
Internal Factors Analysis<br />
Internal Factors Analysis<br />
SWOT Analysis<br />S – Strength<br /><ul><li>Large market share
Strong Brand name, Image and Reputation.
Location & No. of Branches
McDonald’s Standard
Capability of CEO
Economies of Scale
Listed Company</li></li></ul><li>SWOT Analysis<br />W - Weakness<br /><ul><li>New restaurants were opened up in wrong place.
McDonald’s Standard – no innovation.
Attack from a variety of public interest groups.
 Unhealthy, fatty foods
McJob</li></li></ul><li>SWOT Analysis<br />O - Opportunities<br /><ul><li>Population Growth
Lifestyle – Fast, Work outside
World’s  Economic  Rebound
Strong Brand Loyalty</li></li></ul><li>SWOT Analysis<br />T - Threats<br /><ul><li>Flagship Brand – Focus only McDonald’s
Many direct/indirect no. of competitors
Mad Cow Disease, H1N1, Swine flu outbreak
Tendency to have additional tax on unhealthy food</li></li></ul><li>Vision<br />"เราจะเป็นผู้นำอาหารฟาสต์ฟู้ดที่ดีที่สุด ภ...
Mission<br />เราจะเป็นสถานที่อันดับหนึ่งในใจของลูกค้า ด้วยการพัฒนากระบวนการและนำเสนออาหารที่ตรงกับความต้องการของลูกค้า ด้ว...
พัฒนาเมนูอาหารที่หลากหลาย เพื่อตอบสนองต่อความต้องการของลูกค้าและกลมกลืนไปกับวัฒนธรรมท้องถิ่น
สร้างวัฒนธรรมองค์กร รับรู้และเข้าใจถึงปรัชญาของบริษัท QSCV</li></li></ul><li>Key Success Factor<br />Location / Branches<b...
Corporate Goal<br /><ul><li>Sales (company & franchise)      3% / year
Customer visit       2% / year
     franchise operated to be 85% of all
ROIIC >45% by 2013
Remain cost structure</li></li></ul><li>Corporate Strategy<br />BCG Model<br />GE McKinsey Matrix<br />ADL Portfolio-Plann...
Corporate Strategy<br />GE McKinsey Matrix<br />
Corporate Strategy<br />BCG Model<br />
Corporate Strategy<br />ADL Portfolio-Planning Matrix<br />
Corporate Strategy<br />Ansoff Growth Strategy Matrix<br />
Corporate Strategy<br />TOWS Matrix<br />S-O Strategies<br /><ul><li>  Retro Campaign
  Add Value to Product</li></ul>W-O Strategies<br /><ul><li> Set up “Innovation Competition”</li></li></ul><li>Corporate S...
  Strengthened MCD’s Standard
  Set up Legal Team</li></ul>W-T Strategies<br /><ul><li>  Consider closing unprofitable branches
Launch campaign that Encourage people to exercise
Sponsorship in Sport Program</li></li></ul><li>Business Strategy<br />
Business Strategy<br />SBU1:  U.S.<br />
Business Strategy<br />SBU2:  Europe<br />
Business Strategy<br />SBU3:  Asia Pacific, Middle East, Africa (APMEA)<br />
Business Strategy<br />China<br />Operated in China since 1990<br />World’s fastest growing emerging market<br />No. 1 gro...
Functional Strategy<br />
Marketing Strategy: Segmentation<br /> Segmented by “Usage Type”<br />  Focus on “Usage Rate”<br />Reduce ‘coz Nutrition, ...
Marketing Strategy : Target Market<br /><ul><li>  Focus on existing customers</li></ul>Repeat Purchase<br />Diversify<br /...
เมนูให้เลือกหลากหลาย<br />และ Localize<br />จำนวนสาขา<br />ครอบคลุม<br />Marketing Strategy : Positioning<br />
Marketing Strategy : Product<br />Menu<br />Nutrition added <br />  ex. Vitamin, calcium<br />and selected oil<br />New lo...
Marketing Strategy : Product<br />McDonalds’ Menu<br />
Marketing Strategy : Price<br />More Quality, but Same Price<br />Depend on Income per Capita<br />
Marketing Strategy : Place<br />Existing <br />Renovation<br />New Branches<br />Expansion<br />Drive Thru<br />Delivery<b...
Marketing Strategy : Promotion<br />Above the line (TV Ads theme)<br />Family Time : confident<br />Teenagers : get more<b...
Marketing Strategy : Promotion<br />Below the line<br />Localized Menu<br />In-Store Ads.<br />Nutrition Labels<br />Mobil...
Marketing Strategy<br />
Marketing Strategy:  People<br />Service people <br />Training: Operation man, <br />	Countermen<br />Quality Control: <br...
Marketing Strategy:  Process<br />Service blueprint<br />McDonald’s code of conduct<br />
Marketing Strategy:  Physical Evidence<br />Standard Restaurant<br />
Marketing Strategy:  Physical Evidence<br />Standard Cleanliness<br />Standard dressing<br />
McDonald’s  CRM<br />Ronald Club<br />
McDonald’s  CRM<br />Social Network<br />
McDonald’s  CRM<br />Moms’ quality respondents program<br />
McDonald’s  CRM<br />McDonald’sRecall the good old day<br />
McDonald’s  CSR<br />Ronald McDonald house charities <br />
McDonald’s  CSR<br />Greener than ever <br />
McDonald’s  CSR<br />I’m lovin’ it’ I’m lovin’ China<br />
McDonald’s  CSR<br />McDonald’s Community<br />
Operation Strategy<br />Franchise Management<br />Quality Control<br />R&D<br />Supply Chain Management<br />
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Transcript of "SM_McDonald's"

  1. 1. 2011-2013<br />Strategic Management<br />Group 6<br />
  2. 2. Introduction-1<br />McDonald's Crisis: 1998-2003<br />Ray Kroc 1955-1973<br />Realized McDonald’s formula of <br /> self-service, paper-service, <br /> quick-service<br />1962 McDonald’s introduce the <br /> world famous Golden Arches logo<br />
  3. 3. Introduction-2<br />Fred Turner 1973-1987<br /> Management Science: established quality control measures, Turner’s manual <br /> Training: Hamburger University<br />Supervising franchisees: Field visit report<br />Management style: Expanded the authority of<br /> regional manager<br />Advertising: “Ronald McDonald”<br />McDonald’s under attack: Franchisees’ Rights <br />McDonald’s under attack: Union Rights <br />
  4. 4. Introduction-3<br /><ul><li>Michael Quinlan 1987-1998
  5. 5. Customer service: McDonald’s service enhancement program
  6. 6. Cost Cutting: redesign restaurant, efficient construction method, Open franchisee to choose insurance company, mini-McDonalds’ and expand small-size non-traditional site
  7. 7. International expansion: Joint venture with the local partners (Start with “Big six” country)
  8. 8. 1992 open the first restaurant in Beijing, China
  9. 9. McDonald’s in Crisis: No new success menu,</li></ul> Shop similar hurting each customer, <br /> McDonald’s loosing market share<br />
  10. 10. Introduction-4<br /><ul><li>Jack Greenberg: 1998-2003
  11. 11. Recasting the image of McDonald’s
  12. 12. New menu: Made for you project
  13. 13. Acquisition and attacks on McDonald’s: Selling unhealthy </li></ul> food, exploiting Children, mistreating worker, destroy <br /> rain forests and torturing animals<br />
  14. 14. Introduction-5<br /><ul><li>Jim Skinner: 2004-
  15. 15. Improving stores’ operations
  16. 16. Substituted healthier food choices
  17. 17. Launched a Balance Lifestyle (Smart eating)</li></ul> and fitness program<br /><ul><li>Shift from beef to chicken products
  18. 18. McCafes</li></li></ul><li>External Analysis: Environment Analysis<br />
  19. 19. External Analysis: Environment Analysis<br />
  20. 20. External Analysis: Environment Analysis<br />
  21. 21. External Analysis: Environment Analysis<br />
  22. 22. External Analysis: Environment Analysis<br />
  23. 23. External Analysis: Industry Competitiveness Analysis<br />
  24. 24. External Analysis: Industry Competitiveness Analysis<br />
  25. 25. External Analysis: Industry Competitiveness Analysis<br />
  26. 26. External Analysis: Industry Competitiveness Analysis<br />
  27. 27. External Analysis: Industry Competitiveness Analysis<br />
  28. 28. External Analysis: Industry Competitiveness Analysis<br />
  29. 29. External Analysis: EFAS + ICFAS<br />
  30. 30. Internal Factors Analysis<br />
  31. 31. Internal Factors Analysis<br />
  32. 32. Internal Factors Analysis<br />
  33. 33. Internal Factors Analysis<br />
  34. 34. Internal Factors Analysis<br />
  35. 35. Internal Factors Analysis<br />
  36. 36. SWOT Analysis<br />S – Strength<br /><ul><li>Large market share
  37. 37. Strong Brand name, Image and Reputation.
  38. 38. Location & No. of Branches
  39. 39. McDonald’s Standard
  40. 40. Capability of CEO
  41. 41. Economies of Scale
  42. 42. Listed Company</li></li></ul><li>SWOT Analysis<br />W - Weakness<br /><ul><li>New restaurants were opened up in wrong place.
  43. 43. McDonald’s Standard – no innovation.
  44. 44. Attack from a variety of public interest groups.
  45. 45. Unhealthy, fatty foods
  46. 46. McJob</li></li></ul><li>SWOT Analysis<br />O - Opportunities<br /><ul><li>Population Growth
  47. 47. Lifestyle – Fast, Work outside
  48. 48. World’s Economic Rebound
  49. 49. Strong Brand Loyalty</li></li></ul><li>SWOT Analysis<br />T - Threats<br /><ul><li>Flagship Brand – Focus only McDonald’s
  50. 50. Many direct/indirect no. of competitors
  51. 51. Mad Cow Disease, H1N1, Swine flu outbreak
  52. 52. Tendency to have additional tax on unhealthy food</li></li></ul><li>Vision<br />"เราจะเป็นผู้นำอาหารฟาสต์ฟู้ดที่ดีที่สุด ภายใต้มาตรฐานเดียวกันทั่วโลกสำหรับทุกคน"<br />
  53. 53. Mission<br />เราจะเป็นสถานที่อันดับหนึ่งในใจของลูกค้า ด้วยการพัฒนากระบวนการและนำเสนออาหารที่ตรงกับความต้องการของลูกค้า ด้วยพันธกิจดังต่อไปนี้<br /><ul><li>คัดสรรวัตถุดิบที่ดีและมีคุณภาพ, พัฒนาระบบห่วงโซ่อุปทานให้มีประสิทธิภาพอย่างต่อเนื่อง, สนับสนุนการทำเกษตรกรรมแบบยั่งยืน
  54. 54. พัฒนาเมนูอาหารที่หลากหลาย เพื่อตอบสนองต่อความต้องการของลูกค้าและกลมกลืนไปกับวัฒนธรรมท้องถิ่น
  55. 55. สร้างวัฒนธรรมองค์กร รับรู้และเข้าใจถึงปรัชญาของบริษัท QSCV</li></li></ul><li>Key Success Factor<br />Location / Branches<br />Global Standard<br />Localization<br />Relationship with supplier, franchisee<br />
  56. 56. Corporate Goal<br /><ul><li>Sales (company & franchise) 3% / year
  57. 57. Customer visit 2% / year
  58. 58. franchise operated to be 85% of all
  59. 59. ROIIC >45% by 2013
  60. 60. Remain cost structure</li></li></ul><li>Corporate Strategy<br />BCG Model<br />GE McKinsey Matrix<br />ADL Portfolio-Planning Matrix<br />
  61. 61. Corporate Strategy<br />GE McKinsey Matrix<br />
  62. 62. Corporate Strategy<br />BCG Model<br />
  63. 63. Corporate Strategy<br />ADL Portfolio-Planning Matrix<br />
  64. 64. Corporate Strategy<br />Ansoff Growth Strategy Matrix<br />
  65. 65. Corporate Strategy<br />TOWS Matrix<br />S-O Strategies<br /><ul><li> Retro Campaign
  66. 66. Add Value to Product</li></ul>W-O Strategies<br /><ul><li> Set up “Innovation Competition”</li></li></ul><li>Corporate Strategy<br />TOWS Matrix<br />S-T Strategies<br /><ul><li> Improve Supply Chain
  67. 67. Strengthened MCD’s Standard
  68. 68. Set up Legal Team</li></ul>W-T Strategies<br /><ul><li> Consider closing unprofitable branches
  69. 69. Launch campaign that Encourage people to exercise
  70. 70. Sponsorship in Sport Program</li></li></ul><li>Business Strategy<br />
  71. 71. Business Strategy<br />SBU1: U.S.<br />
  72. 72. Business Strategy<br />SBU2: Europe<br />
  73. 73. Business Strategy<br />SBU3: Asia Pacific, Middle East, Africa (APMEA)<br />
  74. 74. Business Strategy<br />China<br />Operated in China since 1990<br />World’s fastest growing emerging market<br />No. 1 growth market for McDonald's<br />Goal by 2013<br />ROA 10%<br />Sale growth 20%<br />Sales (company & franchise) 50%<br />Operating Cost 5%<br />Increase to 2,000 branches<br />
  75. 75. Functional Strategy<br />
  76. 76. Marketing Strategy: Segmentation<br /> Segmented by “Usage Type”<br /> Focus on “Usage Rate”<br />Reduce ‘coz Nutrition, Fat and Standard Menu <br />Time<br />Taste<br />Trendy<br />
  77. 77. Marketing Strategy : Target Market<br /><ul><li> Focus on existing customers</li></ul>Repeat Purchase<br />Diversify<br />Valued-added<br />Potential Customers<br />
  78. 78. เมนูให้เลือกหลากหลาย<br />และ Localize<br />จำนวนสาขา<br />ครอบคลุม<br />Marketing Strategy : Positioning<br />
  79. 79. Marketing Strategy : Product<br />Menu<br />Nutrition added <br /> ex. Vitamin, calcium<br />and selected oil<br />New localized<br />Menu<br />
  80. 80. Marketing Strategy : Product<br />McDonalds’ Menu<br />
  81. 81. Marketing Strategy : Price<br />More Quality, but Same Price<br />Depend on Income per Capita<br />
  82. 82. Marketing Strategy : Place<br />Existing <br />Renovation<br />New Branches<br />Expansion<br />Drive Thru<br />Delivery<br />
  83. 83. Marketing Strategy : Promotion<br />Above the line (TV Ads theme)<br />Family Time : confident<br />Teenagers : get more<br />Child to Parent :<br /> Let’s try<br />
  84. 84. Marketing Strategy : Promotion<br />Below the line<br />Localized Menu<br />In-Store Ads.<br />Nutrition Labels<br />Mobile Kitchen<br />
  85. 85. Marketing Strategy<br />
  86. 86. Marketing Strategy: People<br />Service people <br />Training: Operation man, <br /> Countermen<br />Quality Control: <br /> Field Service report (service, quality, cleanliness andoverall performance)<br />McDonald’s Best Practice: Restaurant, Country and Region<br />McDonald’s staff: Competency in carrier<br />McDonald’s culture: Each of employee should have McDonald’s culture mindset<br />
  87. 87. Marketing Strategy: Process<br />Service blueprint<br />McDonald’s code of conduct<br />
  88. 88. Marketing Strategy: Physical Evidence<br />Standard Restaurant<br />
  89. 89. Marketing Strategy: Physical Evidence<br />Standard Cleanliness<br />Standard dressing<br />
  90. 90. McDonald’s CRM<br />Ronald Club<br />
  91. 91. McDonald’s CRM<br />Social Network<br />
  92. 92. McDonald’s CRM<br />Moms’ quality respondents program<br />
  93. 93. McDonald’s CRM<br />McDonald’sRecall the good old day<br />
  94. 94. McDonald’s CSR<br />Ronald McDonald house charities <br />
  95. 95. McDonald’s CSR<br />Greener than ever <br />
  96. 96. McDonald’s CSR<br />I’m lovin’ it’ I’m lovin’ China<br />
  97. 97. McDonald’s CSR<br />McDonald’s Community<br />
  98. 98. Operation Strategy<br />Franchise Management<br />Quality Control<br />R&D<br />Supply Chain Management<br />
  99. 99. Operation Strategy<br />Franchise Management GOAL<br />“2,000 stores in 2013”<br />Current situation: 1,146 stores in Q1/2010<br />
  100. 100. Operation Strategy<br />Franchise Management IN ACTION<br />Traditional : Satellite : STO = 25:40:35<br />Joint Venture with Sinopec Petro&Chemical<br />
  101. 101. Operation Strategy<br />Franchise Management IN ACTION<br /><ul><li>Increase new Franchisees
  102. 102. Expand Capacity of existing Franchisees
  103. 103. Support “Star” franchisees
  104. 104. Incentive
  105. 105. Reduce Company-Owned and open only </li></ul> in new area as a model<br />
  106. 106. Franchise Management IN ACTION<br />Increase Geographical Divisions<br />Seeking for new franchisees<br />Manage and Control stores<br />Provide Support Systems<br />Located in <br />Shanghai (Head)<br />Beijing (Sub Unit)<br />Sichuan (Sub Unit)<br />Operation Strategy<br />
  107. 107. Operation Strategy<br />Franchise Management IN ACTION<br />Support Systems<br />Training<br />Marketing<br />Supplier Management<br />HR Management<br />Financial Management<br />Properties & Location<br />System Management<br />Restaurant Management<br />Business Management<br />Preparing for Ownership<br />
  108. 108. Operation Strategy<br />Franchise Management IN ACTION<br /><ul><li>Market Survey and Research (per 6 months)
  109. 109. Sale and Cost Analysis (per month)
  110. 110. Compare among stores in each Franchisee
  111. 111. Compare among Franchisees
  112. 112. Compare among Countries
  113. 113. Best Practice</li></ul>Red Area<br />Green Area<br />Black Area<br />
  114. 114. Operation Strategy<br />Quality Control IN ACTION<br />“Standard in Food, Service <br />and Cleanness”<br />Control by …GROIP <br />(Global Restaurant Operation Improvement Process)<br />
  115. 115. Operation Strategy<br />Quality Control IN ACTION<br /><ul><li>Food quality & safety
  116. 116. Fast, Accurate and Friendly Service
  117. 117. Cleanness
  118. 118. Treatment of employees
  119. 119. Semi-Annual Performance Review (announced)
  120. 120. Monthly mystery shops (unannounced)
  121. 121. Semi-Annual Customer Satisfaction Survey
  122. 122. Weekly Comments Monitoring
  123. 123. All restaurants (front counter and Drive Thru)</li></ul> How?<br /> When?<br /> Where?<br />
  124. 124. Operation Strategy<br />Quality Control IN ACTION<br />Performance Score + Mystery Score <br />= Grade of each restaurant<br />Rewards and Renew Contract<br />
  125. 125. Operation Strategy – R&D<br />Research &Development IN ACTION<br /><ul><li>Survey
  126. 126. Market Research
  127. 127. Employees
  128. 128. Test with focus group
  129. 129. Coordinate with other teams
  130. 130. Supplier Management
  131. 131. Nutritionist
  132. 132. Engineer
  133. 133. Document and Publish</li></li></ul><li>Operation Strategy<br />Supply Chain Management GOAL<br />“Quality, Safety <br />and Cost Effective” <br />
  134. 134. Operation Strategy<br />Supply Chain Management IN ACTION<br />“From Farm to Fork”<br />
  135. 135. Operation Strategy<br />Supply Chain Management IN ACTION<br /><ul><li>Knowledge transfer from US
  136. 136. HACCP certified by specialist
  137. 137. Raw materials
  138. 138. Farm & Ranches
  139. 139. Primary Processing Plants & Production Plants
  140. 140. Training & sharing best practice
  141. 141. McDonald’s Supplier Performance Index</li></ul> SUPPLIER SELECTION<br />
  142. 142. Operation Strategy<br />Supply Chain Management IN ACTION<br /><ul><li>Modularized logistics
  143. 143. Many-to-one
  144. 144. RFID technologies
  145. 145. Distribution centers
  146. 146. Leasing
  147. 147. Building near government Distribution centers
  148. 148. Outsourcing</li></ul> LOGISTICS & INVENTORY<br />
  149. 149. Operation Strategy<br />Supply Chain Management IN ACTION<br />In-restaurants<br />Speed, Cleanness and Conveniences<br />Off-restaurants<br />GPS technologies<br />Customer satisfaction response<br /> DELIVER<br />
  150. 150. Human Resource Strategy<br /><ul><li>Organization Chart Structure</li></li></ul><li>Human Resource Strategy<br /><ul><li>Recruitment</li></ul>Recruitment Method<br />Advertising in restaurant<br />Website. Local Job Center<br />Job Fair i.e.. University,<br />Community<br />
  151. 151. Human Resource Strategy<br /><ul><li>Training: Hamburger University@ Shanghai</li></ul>- Management Trainee <br /> - Scholarship<br />
  152. 152. Human Resource Strategy<br /><ul><li>On the job Training</li></ul>1. On Time, Neat and Clean:<br />2. Wash Your Hands<br />3. Skills and Training<br />4. Standards: quality & service. <br />5. Teamwork<br />6. Clean<br />7. Welcomed Guest<br />8. Service<br />
  153. 153. Human Resource Strategy<br /><ul><li>Career Development & Career Path</li></ul>Job Rotation<br />Promotion from within<br />Evaluation System<br /> & Salary Increase<br />
  154. 154. Human Resource Strategy<br /><ul><li>Employee Benefits</li></ul>1. Health & Insurance<br />2. Compensation, Reward,<br /> Recognition Program<br />3. Investing in your future<br />4. Balance for work/ life<br />
  155. 155. Financial Strategy<br />Investment Strategy<br />Manage Excess CASH balance by considering: -<br /><ul><li>Follow investment Policy
  156. 156. Always seek opportunities that provide Low risk, High return
  157. 157. Consider Risk & Return
  158. 158. Do the Feasibility study for L/T investment</li></li></ul><li>Financial Strategy<br />Financing Strategy<br />To support investment in CHINA, MCD finance by:<br />Low financial cost<br />L/T investment >> L/T Financing<br />Reduce “Currency Risk”<br />“Issue CNY Denominated Bonds”<br />
  159. 159. Balance Score Card (BSC)<br />
  160. 160. BSC: Financial <br />
  161. 161. BSC: Customer <br />
  162. 162. BSC: Internal Process<br />
  163. 163. BSC: Learning and Growth<br />
  164. 164. BSC: Social Responsibility <br />
  165. 165. % ROA = +10 %<br />Growth Strategy<br />Financial Perspective<br />Cost Leadership<br />Comparable Sales Growth = +20%<br />System-wide sales increase = +50%<br />Operation costs = -5%<br />Attitude toward branding = Good+<br />Brand Loyalty<br />Distribution Channel = 2,000<br />Off-stores repeat purchase within 1 month = 40%<br />In-stores guest visit = +2%<br />Customer Perspective<br />PR + CSR<br />Customers Satisfaction = 90+<br />CRM<br />Marketing Mix<br />Franchise Management<br />Global standard<br />Staffs Satisfaction<br />Store Management<br />Internal Process<br />Supplier Relation = Good+<br />Performance = Good+<br />Operation hour = 24 hrs?<br />Q.C.<br />SCM<br />R&D Localize menu = 4 / year<br />Learning & Knowledge<br />Training<br />Code of Conduct<br />KM + LO<br />
  166. 166. Question & Share Answer<br />

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