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Transcript of Jeffrey Bonanno Power Point
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/