Improving wal mart customer service
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Transcript of Improving wal mart customer service
![Page 1: Improving wal mart customer service](https://reader031.fdocuments.us/reader031/viewer/2022020207/55a37f201a28abe6158b4820/html5/thumbnails/1.jpg)
Jeffrey BonannoBusiness Project Outline
GEB3213
Improving Wal-Mart Customer Service
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Improvement Ideas
Technology Improvement
Opportunities
Audience Analysis
Stakeholders
References
Overview
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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
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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
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The Current Situation
Key Success Factors
Analysis of Alternatives
Strategic Options
The Opportunity
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Restocking
Software System
Temporary Employees
Not Enough Employees
Overstock of Certain Products
Current Situation
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Corporate Meeting Decision Making
Inventory Turnover
Maintain Competiveness
Key Success Factors
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Improved Inventory System
Expand Company Growth
Expanding Online and Improving Online Purchasing
Analysis of Alternatives
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Upgrade or Revamp The Inventory System (S.M.A.R.T System)
Strategic Option
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Benefits
Risks
Benefits and Risks of Strategic Option
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Better Inventory Tracking
Merchandise Searching
Improved Ordering System
Improved User Interface
Benefits
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Time and Costs
Scheduling and Timeline
Employee Turnover
Requirements Inflation
Risks
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Demographic
Disposition
Knowledge
Audience Analysis
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Possible Key Stakeholders
Customers
Associates
Suppliers
Shareholders
Competitors – External
Non Gov’t Organizations – NGO’s
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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/