1. Improving Wal-Mart Customer
Service
Jeffrey Bonanno
Business Project Outline
GEB3213

2. Overview
Improvement Ideas
Technology Improvement
Opportunities
Audience Analysis
Stakeholders
References

3. Improvement Ideas
More Associates
Add Registers
More Hours and Pay – Incentive
Stocked Shelves
Improved price matching
More products made in USA
Always clean
Pay attention to customer complaints
Feedback

4. Technology
Self service registers
Improved S.M.A.R.T system – Store Inventory
Special phone app – Scan items to put into a
virtual cart. Check out at a special register that
reads your phone. No line waiting required

5. The Opportunity
The Current Situation
Key Success Factors
Analysis of Alternatives
Strategic Options

6. Current Situation
Restocking
Software System
Temporary Employees
Not Enough Employees
Overstock of Certain Products

7. Key Success Factors
Corporate Meeting Decision Making
Inventory Turnover
Maintain Competiveness

8. Analysis of Alternatives
Improved Inventory System
Expand Company Growth
Expanding Online and Improving Online
Purchasing

9. Strategic Option
Upgrade or Revamp The Inventory System
(S.M.A.R.T System)

10. Benefits and Risks of Strategic
Option
Benefits
Risks

11. Benefits
Better Inventory Tracking
Merchandise Searching
Improved Ordering System
Improved User Interface

12. Risks
Time and Costs
Scheduling and Timeline
Employee Turnover
Requirements Inflation

13. Audience Analysis
Demographic
Disposition
Knowledge

14. Possible Key Stakeholders
Customers
Associates
Suppliers
Shareholders
Competitors – External
Non Gov’t Organizations – NGO’s

15. References
Howard, C. (2013, April 12). Walmart aims to improve customer experience. Retrieved from
http://www.clarkhoward.com/news/clark-howard/shopping-retail/walmart-aims-improve-customerexperience-stores/nXJ6p/
Susan, B. (2013, January 15). Wal-mart tries to improve its battered image. Retrieved from
http://www.businessweek.com/articles/2013-01-15/wal-mart-tries-to-improve-its-battered-image
Customer service flub hurts wal-mart. (January, 2013 28). Retrieved from
http://smallbiztrends.com/2013/01/customer-service-flub-hurts-wal-mart.html
Walmart’s dismal customer service scores drive customers away. (2013, March 19). Retrieved from
http://www.serviceuntitled.com/walmarts-dismal-customer-service-scores-drive-customersaway/2013/03/19/