To enable financial success

To sustain manageable growth

• Growth in turnover
• Increase gross profit margin
• Increase the average sales per customer
• Maintain current fixed cost level

• 10% increase in turnover annually
• Increase to 47% in 2007
• An average sale of $26.50
• Wages, leasing, fit-out, and administration

Customer Goal

Objective

Measures

Targets

To gain customer market share

To know who our customers are, what they want, and how to serve them

• Implement a regular market survey
• Implement a customer survey
• Staff training both in-house and by suppliers

• 100 customers randomly surveyed per shopping center quarterly
• 100 customers surveyed per shop quarterly
• All staff to attend customer service training

Process Goal

Objective

Measures

Targets

To professionalize our business

To establish the right systems, structure, and people

• Review and appraise all business systems
• Analyze current design in collaboration with employees
• Bring all staff to a high level of understanding the company goals-

• Propose new structure at May management meeting
• Complete analysis by February and make changes by July
• Hold regular team meetings and include staff  in annual work plan process

To enhance our ability to change

To establish an open, high performing culture

• Employee satisfaction and turnover
• Provide career path options and training for key positions

• Meet or exceed an employee satisfaction score of 75%
• Make individual development plans for key staff members