Jeffrey BonannoBusiness Project Outline

GEB3213

Improving Wal-Mart Customer Service

Improvement IdeasTechnology ImprovementOpportunitiesBenefits and RisksAudience AnalysisStakeholdersFinal RecommendationsReferences

Overview

More AssociatesAdd RegistersMore Hours and Pay – IncentiveStocked ShelvesImproved price matchingMore products made in USAAlways cleanPay attention to customer complaintsFeedback

Improvement Ideas

Self service registersImproved 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 SituationKey Success FactorsAnalysis of AlternativesStrategic Options

The Opportunity

Restocking Software System (S.M.A.R.T System)Temporary EmployeesNot Enough EmployeesOverstock of Certain Products

Current Situation

Corporate Meeting Decision MakingCritical ThinkingCorporateSocial Networking

Inventory TurnoverMaintain Competiveness

Price MatchingLow Prices

Key Success Factors

Improved Inventory System (S.M.A.R.T System)Expand Company Growth

CountriesNeighborhood MarketsGas Stations

Expanding Online and Improving Online Purchasing

Improved Online System

Analysis of Alternatives

Corporate MeetingsUnified Improvement PlanningCritical Thinking

Strategic Option

BenefitsRisks

Benefits and Risks of Strategic Option

Better InventoryIncreased Revenue and ProfitBetter Shopping and Work EnvironmentSmart System Benefits

Merchandise SearchingImproved Ordering SystemBetter Inventory TrackingImproved User InterfaceCloud Computing

Benefits

Time and CostsScheduling and TimelineEmployee TurnoverRequirements InflationConflicts of PersonalitiesHard 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

CustomersAssociatesSuppliersShareholdersCompetitors – ExternalNon Gov’t Organizations – NGO’s

Final Recomendations

Improved S.M.A.R.T SystemUnified Improvement PlanningWeekly Corporate MeetingsImprovement Summaries/Documentation

ReferencesHoward, 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/