The Walmart organization began in 1962 when Sam Walton opened the first discount store in Rogers, Arkansas. It has since grown to over 6,200 facilities worldwide with over 1.6 million associates. Walmart emphasizes a culture of respect for individuals, striving for excellence, and service to customers. Recently, Walmart implemented a backroom change process to improve customer service by having department managers spend more time on the sales floor. This process was piloted and communicated down to store leaders and associates. Walmart recognizes the need for innovation and implements changes gradually through pilot programs and communication to ensure sustainability.

1. The Walmart Organization
Rochelle Frazier

2. The Walmart History
• The Walmart story
began in 1962, when
Sam Walton, our
founder opened the
company’s first discount
store in Rogers, Ark.

3. The Walmart History
• 1st Distribution Center and Home Office built in Bentonville Arkansas
• Began selling shares over the counter publicly
1970’s • Company closed out the decade 276 stores and 21,000 associates
• Implementation of the people greeter in all stores
• 1st supercenter opens in Washington, Missouri
1980’s • Marked it’s 25th anniversary with 1,198 stores and 200,000 associates
• Walmart Visitor Center opened in Bentonville, AR
• Sam Walton passed away at the age of 74
1990’s •
•
Walmart goes international in Mexico
2,234 stores and 1,140,000 associates becoming worlds largest private employer

4. The Walmart History 2000’s
• The 3,000th international store
opens in Brazil
• Walmart expands its $4 generic
prescription program
• Walmart brings commitment to
environmental sustainability
• Over 6,200 facilities around the
world. Over 1.6 million associates

5. Structure of Walmart
Executive
Business Unit Leaders
Business Unit Senior
Staff
Department
Heads/Managers
Individual
Managers

6. Walmart culture
Recycle--each store participates domestic and
international

7. More on Walmart Culture
Three Basic Beliefs--everyone
should practice daily Sundown Rule—management
should get back with an associate
• Respect for the individual or customer with in twenty four
hours on any question that can not
be answered immediately
• Strive for Excellence
• Service to the customer

8. The Backroom Change Process
was started to improve the level of
customer service in the store. Department
managers will now be available more
frequently on the sales floor to focus primarily
on the merchandising and customer service.
Walmart wants to provide products on the
sales floor in a timely manner so no one has to
wait till the products get back in stock. This
will help improve the customer shopping
experience.

9. Leadership actions throughout the
process
• Executive leadership provided with training webinars that cascaded down
to store business unit leaders
• Store business unit leaders communicate process with remaining store
management
• Training classes provided to department managers and all effected
associates
• Talking points provided for associate meetings
• Order necessary supplies and communicate with resources
• Pilot the process in a select group of stores
• Select one department manager within the store to champion the process
first

10. Strategies for
Overcoming Resistance Sustaining the Change
• Daily communication meetings • New process added to daily
• Select a department manager to routine and responsibilities
champion the process • Continuation of analysis meetings
• Enforcement of attendance policy • Becomes a future checklist for the
• Analysis meetings Market Manager tour
• Updates on sales, customer • Unannounced store visits
service surveys and inventory reviewing the process
levels provided

11. Effectiveness of the change
process
Successes Opportunities
• Pilot program • Associates reverting back to the
• Communication plan old way of doing things
• Department manager champion • Did not account for the holiday
• Slight improvement in customer season in the implementation
timeline
experience surveys
• Did not impact sales as expected
• Inventory level too high

12. Walmart response to innovation
and change
• Walmart is great at As Walmart continues to grow, in my
recognizing the need for opinion, it will be essential to allow
stores increased flexibility to meet the
innovation and change.
demands of their local communities in
The company steadily order to deliver on our mission to save
forecast years away customers money so they can live
implementing small better.
stages in the process
gradually. Walmart invest
the resources and time
piloting new process to
increase their
sustainability.