Learning Team D Wal-Mart Business Problem

Learning Team D Wal-Mart Business Problem - Wal-Mart...

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Wal-Mart Business Problem 1 Wal-Mart Business Problem Nicholas Belcher Brian Burke Josh Carpenter Esther Wright University of Phoenix Managerial Decision Making – MBA/510 Debasis Bhattacharya May 19, 2008
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Wal-Mart Business Problem 2 Wal-Mart Stores, Inc. (Wal-Mart) is the largest retailer in the world, with $200 billion plus in sales per year, at least 1.2 million employees in the US and 1.6 million worldwide. Wal- Mart is the second largest employer in the US and its retail sales “account for 7% of total U.S. retail sales.” (Irwin, et al., 2006, p. 2) Wal-Mart is known for it low prices, both real and generates a large base of cost-saving consumers. “Consumers from the local and neighboring communities enjoy tremendous benefits from access to a Wal-Mart Store.” (Irwin, et al., 2006, p. 6) Low income households shop frequently at Wal-Mart however; they are not the only consumers. But even with Wal-Mart’s reputation for lower costs and the gains that consumers obtain from lower costs, together with their dominance within the retail industry, Wal-Mart has yet to find a way to provide quality internal or external customer service. Customer service is a necessity in order to continue to have customers who will purchase products and/or services. Poor quality customer service has a negative effect internally upon a company and its employees, and externally upon customers. Wal-Mart has at least five stakeholders: (1) customers, (2) shareholders, (3) vendors, (4) community, and (5) workers. While Wal-Mart has all of these stakeholders, the company tends to focus upon satisfying shareholders only. Because of Wal-Mart’s lower-prices, customers tend to forgive Wal-Mart for its lack of customer service. Good external customer service begins with good internal customer service. Wal-Mart has challenges in the area of internal customer service, meaning treating employees equitably. This unfairness towards employees has caused challenges to external customer service. In this paper, dependent and independent variables that is the focus of this study on Wal- Mart’s customer service will be defined, the null and alternative hypotheses will be stated and
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Wal-Mart Business Problem 3 tested theories supporting them assessed, primary and secondary data sources identified, the sample size computed and support provided, a description of how the samples were selected and produced and a methodology for collecting the data discussed, a description of the survey instruments used to collect samples and the analytical approach and test statistics used to test the hypotheses, and recommendations related to defining and explaining the problem and stating the hypotheses tested given. Dependent and Independent Variables Wal-Mart is a retail giant. However; the company, which has been greatly admired for the effectiveness and efficiency of its merchandising operation, has failed to provide excellent internal employee customer service. “Everyone wanted to emulate Wal-Mart's efficiencies—the
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This note was uploaded on 06/27/2008 for the course HR 501 taught by Professor Bob during the Spring '08 term at Adams State University.

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Learning Team D Wal-Mart Business Problem - Wal-Mart...

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