Sears Base Case

By Kim S. Nash  |  Posted 2003-01-17 Email Print this article Print

Technology helped the $41 billion a year retailer improve the way it processes 23 million items returned each year—and make money doing so.

Sears Base Case

Headquarters: 3333 Beverly Road, Hoffman Estates, IL 60179

Phone: (847) 286-2500

Businesses: Department stores (about 86% of revenue), financial services

Chief Information Officer: Garry Kelly

Financials in 2001: $41.1 billion in sales; $735 million net profit

Challenge: Revitalize its 867 full-line department stores by discontinuing poor-selling products, improving customer "experience" and cutting costs


  • Increase annual profit by $1 billion
  • Increase earnings-per-share by 50%, to at least $3.36
  • Eliminate 5,950 jobs, out of work force of 310,000

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    Senior Writer
    Kim has covered the business of technology for 14 years, doing investigative work and writing about legal issues in the industry, including Microsoft Corp.'s antitrust trial. She has won numerous awards and has a B.S. degree in journalism from Boston University.

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