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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/