Improving wal mart customer service

Jeffrey BonannoBusiness Project Outline

GEB3213

Improving Wal-Mart Customer Service

Improvement Ideas

Technology Improvement

Opportunities

Audience Analysis

Stakeholders

References

Overview

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

Improvement Ideas

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

Technology

The Current Situation

Key Success Factors

Analysis of Alternatives

Strategic Options

The Opportunity

Restocking

Software System

Temporary Employees

Not Enough Employees

Overstock of Certain Products

Current Situation

Corporate Meeting Decision Making

Inventory Turnover

Maintain Competiveness

Key Success Factors

Improved Inventory System

Expand Company Growth

Expanding Online and Improving Online Purchasing

Analysis of Alternatives

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

Strategic Option

Benefits

Risks

Benefits and Risks of Strategic Option

Better Inventory Tracking

Merchandise Searching

Improved Ordering System

Improved User Interface

Benefits

Time and Costs

Scheduling and Timeline

Employee Turnover

Requirements Inflation

Risks

Demographic

Disposition

Knowledge

Audience Analysis

Possible Key Stakeholders

Customers

Associates

Suppliers

Shareholders

Competitors – External

Non Gov’t Organizations – NGO’s

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-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-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-customers-away/2013/03/19/