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Army & Air Force Exchange Service

Industry: Retail Trade

Inducted: 2008

Regions: americas

Country: United States of America

Announcement Excerpt:

The Army & Air Force Exchange Service (AAFES), founded in 1898, is today is a $9 billion global retailer with 50,000 employees serving 8.7 million customers in 3,100 stores in 30 countries. AAFES adopted the Balanced Scorecard as part of transformation effort to prepare the organization to meet growing and diverse demands of increasingly mobile customers in the 21st century. The BSC helps create alignment, drive accountability, optimize resource allocation, and link strategy to operations. In four years revenue has increased by 11%, dividends 19%, employee satisfaction 16%, and customer satisfaction 17%. Inventory has been reduced by about $108 million. “The BSC has given us the ability to look beyond traditional financial measures to drive long-term sustainability that focuses on employee optimization,” observes Michael Howard, AAFES COO. “The BSC aligns corporate resources and energies to drive performance that ensure AAFES continues to provide a valued benefit to the military market.”

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