Professional Documents
Culture Documents
Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
Abstract: Tesco is one of the worlds most successful companies. This case study
outlines how this world-leading retailer is managing, measuring and maximising its
performance. It describes the performance framework used to manage the business
globally, outlines how the performance framework is being cascaded and
communicated, and illustrates how Tesco is engaging its employees in performance
management. In addition, it highlights Tescos approach to collecting the right data
and its ability to turn this data into customer and business relevant decisions.
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
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Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
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Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
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Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
action he continues.
Tesco
maintains
that
Throughout
all
our
Financial Perspective:
Grow Sales
Maximise Profit
Customer Perspective:
Earn lifetime loyalty
The aisles are clear
want.4
Cascading and Communicating the Strategy
I dont queue
The staff are great
Community Perspective:
Be responsible, fair and honest
Be a good neighbour
Operations Perspective:
We try to get it right first time
We deliver consistently every day
We make our jobs easier to do
We know how vital our jobs are
We always save time and money
People Perspective:
An opportunity to get on
An interesting job
A manager who helps me
To be treated with respect
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
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Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
what it important.
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
Page 6
Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
Page 7
Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
explains:
These
people
are
geographers,
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
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Delivering Success: How Tesco is Managing, Measuring and Maximising its Performance
questions. You can have all the data you want, but
aspects:
www.ap-institute.com
For more case studies, reports and
articles visit www.ap-institute.com
2009 Advanced Performance Institute, BWMC Ltd. (All rights reserved) www.ap-institute.com
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De
elivering Succe
ess: How Tesco is Managin
ng, Measuring and Maximisiing its Perform
mance
R
Endnotess, Referencess & Further Reading
Marrr, Bernard (20010), The Inteelligent Comppany: Five Steeps to Successs with Evidennce-Based
Manaagement, Willey, Oxford.
Marrr, Bernard (2009), Managingg and Delivering Performannce: How Govvernment, Pubblic Sector
and Not-for-profit Organizationss can Measurre and Managge what Reallly Matters, BuutterworthHeinemann, Oxforrd.
A resourcess library:
Highlights from the API
Our Resoource and Research Library offers a selection of relevvant downloads and links tto books, articcles and
case studdies. These haave been seleected as usefuul information sources for fuurther readingg and to illustrrate best
practice and
a leading thinking.
Some keyy ideas explained in simple terms:
W is Performance Manaagement?
What
To read more
m just clickk: http://www.aap-institute.com/resources.hhtm
Clive Humby, Terry Hunnt, and Tim Phillip, 2008, Scorring Points: How
w Tesco continuuous to win cusstomer loyalty, Kogan
K
Page, London,
L
Page 86.
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The text in this section is based on andd adapted from the Tesco webbsite. Source: Tesco.com
T
2009
2
Advance
ed Performancce Institute, BW
WMC Ltd. (All rights reserv
ved) www.ap
p-institute.co
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