Best practice: A great place to shop, work and invest: Measuring and managing the service profit chain at Sears Canada — Mark Norquist, Melanie Gilbert, Roy King, Rick Brown and Pamela Clarke, Interactive Marketing, Vol. 3 No. 3

Since 1997, Organizational Studies (a subsidiary of Carlson Marketing Group) has worked with Sears Canada to validate and align its measurement system with strategy. On a quarterly basis, Sears Canada publishes total performance indicators, a balanced scorecard containing measures of customer and associate (employee) loyalty as well as traditional financial indicators of corporate performance. Its comprehensive scorecard can protect the company against short-term thinking encouraged by lagging financial measures alone. Sears Canada's strategic measurement system thus serves as the framework through which its entire management system operates. (7 pages)

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