RLMT 301-Assignment 2- Case Study

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American Military University *

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301

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Management

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Jan 9, 2024

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NAME RLMT 301 American Military/ Public University Barnes and Noble case study Case Issues: Barnes and Noble have recently faced several challenges due to the rapidly changing retail industry landscape. The company needs help to keep up with the changing trends and losing market share to its competitors. The issues faced by the company include inaccessible locations, declining sales, failure to process monetary returns, decreasing foot traffic in stores, and increasing competition from online retailers. Analysis: Barnes & Noble faces several challenges in the current retail landscape, contributing to declining sales and market share. One of the main issues is the company's inaccessible locations, making it difficult for customers to visit and shop. Additionally, Barnes & Noble needs help with declining foot traffic in stores as more and more consumers opt to shop online. This has been compounded by increasing competition from online retailers, which offer greater convenience and a more comprehensive selection of products. Another challenge faced by Barnes & Noble is the failure to process monetary returns. This can create a negative customer experience and damage the company's reputation. To address these challenges, Barnes & Noble must adapt to the changing retail landscape, improving

their online presence and enhancing the in-store and online customer experience. The company may also consider re-evaluating its store locations and exploring new partnerships to stay competitive. Recommendation: Based on the challenges faced by Barnes & Noble, the following recommendations could be considered: Improve online presence: Barnes & Noble should enhance its online presence to remain competitive. This could involve improving the e-commerce platform, offering more digital products, and leveraging social media to engage with customers. Enhance in-store experience: To attract and retain customers, Barnes & Noble should improve the in-store experience by providing a comfortable and welcoming environment, offering events and activities, and providing knowledgeable staff to assist customers. Evaluate store locations: The company should consider evaluating its locations to ensure they are accessible in areas with high foot traffic. This could involve relocating some stores or opening new ones in more strategic locations. According to Paul Myerson, "Picking the wrong manufacturing or distribution location can have a long-term impact on the total cost of a product." (Myerson, 2015). Strengthen partnerships: Barnes & Noble could explore new partnerships to expand its product offerings and reach new customer segments. For example, partnering with local businesses or independent publishers could help the company differentiate itself from larger competitors.

Streamline returns process: To improve customer satisfaction, Barnes & Noble should streamline its returns process to make it easier and more convenient for customers to return products. According to Kannan and Tan (2005), streamlining the return process is an essential aspect of reverse logistics, which deals with managing the flow of goods from the point of consumption to the point of origin. A streamlined return process ensures that customers can return products efficiently and promptly, leading to increased customer satisfaction and loyalty, ultimately benefiting the company's reputation. Additionally, a streamlined return process helps companies manage their inventory and reduce costs associated with the handling and transporting of returned products. Therefore, improving the return process is crucial to the success of a company's reverse logistics strategy (Rogers & Tibben-Lembke, 2001). Resources Kannan, V., & Tan, K. C. (2005). Reverse logistics and closed-loop supply chain: A comprehensive review to explore the future. European Journal of Operational Research, 171(1), 1-21. Reverse logistics and closed-loop supply chain: A comprehensive review to explore the future - ScienceDirect Myerson, P. A. (2015, April 6). Supply Chain and Logistics Management Made Easy . FT Press. Rogers, D. S., & Tibben-Lembke, R. S. (2001). Going backwards: Reverse logistics trends and practices. Reverse logistics: Quantitative models for closed-loop supply chains, 1-26.

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