Jeffrey Bonanno, Final Power Point
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This document outlines a business project to improve customer service at Walmart. It proposes ideas like adding more registers and employees, keeping shelves fully stocked, and improving the existing S.M.A.R.T. inventory tracking system. It also suggests using new technologies like self-service registers and a mobile app to scan items for virtual carts. Analyzing stakeholders and strategic options is recommended to select the best approaches. The benefits could include increased revenue and a better shopping experience, while risks include costs, employee issues, and difficulties adapting to changes.
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Jeffrey Bonanno Power Point
This document outlines a business project to improve customer service at Walmart. It proposes several ideas like adding more registers and employees, keeping shelves stocked, and improving the store's inventory tracking software (S.M.A.R.T. system). It also suggests using self-service registers and a mobile app to let customers scan items and pay without waiting in line. The document analyzes stakeholders, benefits like increased revenue, and risks like costs and employee turnover of implementing changes. It recommends improving the S.M.A.R.T. system, unified improvement planning through weekly meetings, and documenting improvements.
Improving wal mart customer service
This document outlines a business project to improve customer service at Walmart. It proposes adding more registers and employees, keeping shelves fully stocked, improving the price matching policy, and offering more American-made products. It also suggests upgrading the inventory management system to better track stock and updating the mobile app to allow virtual shopping. The key stakeholders are identified as customers, employees, suppliers, shareholders, and competitors.
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This document outlines ideas for improving customer service at Walmart. It suggests adding more associates, registers, and hours to reduce lines and improve the shopping experience. It also proposes using new technologies like self-service registers and a mobile app to scan items. The goal is to achieve continuous growth and happier customers through a better shopping environment and friendly associates.
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Jeffrey Bonanno Power Point
This document outlines a business project to improve customer service at Walmart. It proposes several ideas like adding more registers and employees, keeping shelves stocked, and improving the store's inventory tracking software (S.M.A.R.T. system). It also suggests using self-service registers and a mobile app to let customers scan items and pay without waiting in line. The document analyzes stakeholders, benefits like increased revenue, and risks like costs and employee turnover of implementing changes. It recommends improving the S.M.A.R.T. system, unified improvement planning through weekly meetings, and documenting improvements.
Improving wal mart customer service
This document outlines a business project to improve customer service at Walmart. It proposes adding more registers and employees, keeping shelves fully stocked, improving the price matching policy, and offering more American-made products. It also suggests upgrading the inventory management system to better track stock and updating the mobile app to allow virtual shopping. The key stakeholders are identified as customers, employees, suppliers, shareholders, and competitors.
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This document outlines ideas for improving customer service at Walmart. It suggests adding more associates, registers, and hours to reduce lines and improve the shopping experience. It also proposes using new technologies like self-service registers and a mobile app to scan items. The goal is to achieve continuous growth and happier customers through a better shopping environment and friendly associates.
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Walmart ExampleWe will use Walmart as an example to illustra.docx
Walmart Example
We will use Walmart as an example to illustrate the various course concepts. The examples provided in this document are to assist you in understanding the concepts and applying them to the class assignments, which consist of a case study and four staged projects. The examples are provided for illustrative purposes only, and may not precisely conform to the specific directions given in the class assignments.
Business Analysis (Stage 1)
Applying Porter’s Five Forces Analysis
The Five Forces are explained in the reading assignments for Week 1. Below is an example showing the application of the Five Forces analysis to Walmart.
We know that Walmart’s objective is everyday low prices, which is their competitive advantage. When we look at the Five Forces model as applied to Walmart, we can determine that the Buyer Power of their customers is high because patrons have many other choices. However, customers expect and demand the lowest prices from Walmart, and they are willing to overlook, but not ignore, other factors like customer service, store location, and atmosphere.
Walmart's Suppliers have little power because of the sheer size of Walmart, and because being a Walmart supplier can provide huge sales potential. The suppliers must do what Walmart wants regarding business processes and technical requirements. They will also be pressured for lower prices, which may cause the suppliers to move production to lower priced labor markets.
The threat of substitute products means that customers can go elsewhere for the same or substitute items. There could be some threat here only because of web based stores as they may be able to have lower prices because of low overhead.
Threat of new entrants in the Brick and Mortar Store area is low, because of the costs involved in building stores and the infrastructure to support the business processes. The threat of new entrants in the Internet market would be high, because of the low costs involved and the potential to specialize in different areas with especially low prices.
Rivalry between competitors at a store level would be high and could be affected by the breadth of products and quality of customer service or even the cleanliness and appearance of the store. On a company level, Walmart’s Sales are $418 Billion and Target, their closest competitor’s has annual sales of $67 Billion, so while it may seem there is a large rivalry, the size of Walmart limits the threat.
For new entrants to compete with the Supplier:
If we look at the Five Forces Model from a Walmart Supplier’s perspective, we see that the Buyer Power that Walmart exerts is very high, because they will switch suppliers or eliminate the product if the pricing and process are not what they want.
The Supplier Power of the Supplier’s Supplier is low, because if they do not adhere to economic processes and furnish their products at low prices the Walmart Supplier cannot meet the requirements of Walmart.
T.
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Jeffrey Bonanno, Final Power Point
- 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 (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
- 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/