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

(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

Technology

The Current Situation

Key Success Factors

Analysis of Alternatives

Strategic Options

The Opportunity

Restocking

Software System (S.M.A.R.T System)

Temporary Employees

Not Enough Employees

Overstock of Certain Products

Current Situation

Corporate Meeting Decision MakingCritical Thinking

Corporate

Social Networking

Inventory Turnover

Maintain CompetivenessPrice Matching

Low Prices

Key Success Factors

Improved Inventory System (S.M.A.R.T System)

Expand Company GrowthCountries

Neighborhood Markets

Gas Stations

Expanding Online and Improving Online Purchasing

Improved Online System

Analysis of Alternatives

Corporate Meetings

Unified Improvement Planning

Critical Thinking

Strategic Option

Benefits

Risks

Benefits and Risks of Strategic Option

Better Inventory

Increased Revenue and Profit

Better Shopping and Work Environment

Smart System BenefitsMerchandise Searching

Improved Ordering System

Better Inventory Tracking

Improved User Interface

Cloud Computing

Benefits

Time and Costs

Scheduling and Timeline

Employee Turnover

Requirements Inflation

Conflicts of Personalities

Hard Time Adapting To The Changes

Risks

DemographicWhat do the readers have in common?

Average age of readers?

Ethic, Racial and Cultural groups?

DispositionWhat the audience expect from my information?

KnowledgeHow much do the audience already know before reading?

What questions will they raise?

Audience Analysis

Possible Key Stakeholders

Customers

Associates

Suppliers

Shareholders

Competitors – External

Non Gov’t Organizations – NGO’s

Final Recomendations

Improved S.M.A.R.T System

Unified Improvement Planning

Weekly Corporate Meetings

Improvement Summaries

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/