Kinko's Case Study
Situational analysis -- who what where when why Kinko's revenues have declined by three percent from 2002 to 2003. The major reason behind the decline is slow growth in its consumer market and local business segments. This is particularly problematic because these two segments account for eighty percent of this company's overall business. The sale of Kinko's to FedEx is currently under negotiation. Kinko's is considering two options to help boost revenue, either radically overhauling its retail business or focusing on the commercial business.
strength, weakness, opportunity, threats
Strengths: Kinko's is a large company with revenues of $2 billion and 1,200 stores in the U.S. And nine other countries. Although it is no longer able to differentiate itself from the competition in many of its market segments, the company believes it has a very competitive and feature-rich offering for the non-FM commercial sub-segment.
Weaknesses: Even though customers across Kinko's market segments have very unique needs and requirements, the company offers the same service to each one. Increasingly, Kinko's cannot differentiate itself from the competition. In its retail stores, the company has poor "ease of process" (poorly designed signage, poor staff allocation and confusing self-service). In general the commercial segments provides poor service to its customers and is inefficiently ran, the company is losing $25...
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