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

2. Overview
Improvement Ideas
Technology Improvement
Opportunities
Benefits and Risks
Audience Analysis
Stakeholders
Final Recommendations
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
(S.M.A.R.T system is Walmart's software that
keeps track of the inventory, scheduling, product
lookup and ordering.
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 (S.M.A.R.T System)
Temporary Employees
Not Enough Employees
Overstock of Certain Products

7. Key Success Factors
Corporate Meeting Decision Making
Critical Thinking
Corporate
Social Networking
Inventory Turnover
Maintain Competiveness
Price Matching
Low Prices

8. Analysis of Alternatives
Improved Inventory System (S.M.A.R.T System)
Expand Company Growth
Countries
Neighborhood Markets
Gas Stations
Expanding Online and Improving Online
Purchasing
Improved Online System

9. Strategic Option
Corporate Meetings
Unified Improvement Planning
Critical Thinking

10. Benefits and Risks of Strategic
Option
Benefits
Risks

11. Benefits
Better Inventory
Increased Revenue and Profit
Better Shopping and Work Environment
Smart System Benefits
Merchandise Searching
Improved Ordering System
Better Inventory Tracking
Improved User Interface
Cloud Computing

12. Risks
Time and Costs
Scheduling and Timeline
Employee Turnover
Requirements Inflation
Conflicts of Personalities
Hard Time Adapting To The Changes

13. Audience Analysis
Demographic
What do the readers have in common?
Average age of readers?
Ethic, Racial and Cultural groups?
Disposition
What the audience expect from my information?
Knowledge
How much do the audience already know before
reading?
What questions will they raise?

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

15. Final Recomendations
Improved S.M.A.R.T System
Unified Improvement Planning
Weekly Corporate Meetings
Improvement Summaries/Documentation

16. References
Howard, C. (2013, April 12). Walmart aims to improve customer experience.
Retrieved from http://www.clarkhoward.com/news/clark-howard/shoppingretail/walmart-aims-improve-customer-experience-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-improveits-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-servicescores-drive-customers-away/2013/03/19/