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Wal-Mart Supermarkets Incorporation, Capstone Project Example

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Capstone Project

The Customer Service Perspective

Wal-Mart Supermarkets Incorporation has embraced the concept of “Customer Service Perspective” to facilitate gaining of a competitive edge through an implementation of a variety of positive practices in as far as the organization is concerned. Apart from the emphasis given to customer care in the organization, Wal-Mart has initiated a mechanism of swift response of the dynamic demands of the clients while at the same time, making significant changes to the market needs. This has been a very crucial factor in determining the difference between success and failure in this organization (Greenhalgh, 2004).

Ample data and information about Wal-Mart customer perspective is accessible. The organization has the following three customer perspective objectives:

To reduce to minimum time taken by the company to meet its customers’ needs.

To improve the quality of products by eliminating the level of defects sent to the company’s customers.

To improve the company’s performance by creating value for its customers through its products/services.

Wal-Mart endeavors to take the lead in satisfying the client by delivering goods along with services as and when they are needed. The company envisages that by delivering its products to customers in time it will do extremely well in satisfying the needs of the client. It aims to achieve this by embarking on its strategy to do away with all the unnecessary delays and enhancing speeds in the line of production

Wal-Mart also aims at becoming a market leader in eliminating defects that are sent to its clientele. It envisions that this will go along way in satisfying the needs of its clientele who were hitherto being charged even on the defects delivered. It aims at charging the client for quality goods/services only.

Finally, the company endeavors to take the lead in creating value for its clientele by improving the quality standards, beating customer deadlines as well as reducing its prices to clientele to minimum achievable. This will make affordable value goods/services available. It aims at enhancing the supply of its products (Greenhalgh, 2004).

Reducing the time taken to deliver goods/services will be measured by customer retention; that is retaining existing customers, customer loyalty as well as percentage of growth due to existing customers

Elimination of defects as quality improves can be measured by client satisfaction; through feedback on how well the company is doing and its customer’s complete buying knowledge. It includes exceptionality, value, functionality, superiority, time

Increasing value for its clientele through products/services while at the same time improving client can be measured by Market share.

In order to reduce to minimum time taken by the company to address its customers’ needs, the company aims at eliminating all the superfluous delays in the line of production in addition to delivery as well as enhancing production speeds. This will be done by reducing machine idle-time, installing competent machines, as well as doubling the fleet of vehicles for deliveries.

In order to improve the quality of products along with eliminating the level of defects sent to clientele, the company targets to improve product value by at least 10% and to do away with all the defects (0% tolerance) on goods/services sent to the clientele.

In order to improve the company’s performance by creating value for its clientele through its products/services the company aspires to increase sales volume by at least 10% while at the same time reducing customer prices by at least 5%.

To achieve the first objective the company will reduce machine idle-time along with take advantage of superior vehicles which may have space to carry cargo being delivered to clientele in close propinquity.

To achieve the subsequent objective, the management will adopt value enhancement standards superior to the existing ones as well as subscribing to value rating agencies.

Finally, to achieve the third objective, the management will espouse a regime of capacity discounts, sale offers as well as outright price reduction on its products.

In order to trim down to minimum time taken to meet the client’s needs the client perspective complemented by the monetary perspective in asset utilization along with Investment strategy improvement in which machine idle-time is reduced and investment allocation in generating lines is increased. Secondly, improving quality and eliminating defects in goods sent to the customers is complemented by the financial objective of Cost reduction and productivity improvement in which cost monitors and quality control systems are installed. Finally, improving company performance to create value for customers is complemented by revenue growth and mix in which fund allocation on money generating lines increased. Mass production leads to lower customer prices embedded in the lower cost of production per unit (Niven, N.D.)

Resource allocation and utilization strategy of achieving revenue growth and mix (module1) need to be expanded to include the resource needed to purchase additional machinery necessary to meet the objective of  reducing to minimum time taken by the company to meet its customers’ needs (Module 2). They should be harmonized such they compete for the funds available based on a high priority criterion.

Objective Measure Target Action
To reduce to minimum time taken by the company to meet its customers’ needs customer retention Half the time taken currently Reducing machine idle-time; Install high efficient machines; Doubling the fleet of vehicles for deliveries.
To improve the quality of products by eliminating the level of defects sent to the company’s customers  customer satisfaction improve product quality by at least 10%

eliminate all the defects-0% tolerance

adopt new quality enhancement standards; Subscribing to quality rating agencies
To improve the company’s performance by creating value for its customers through its products/services  increase sales volume

reducing customer prices

 increase sales volume by at least 10%

reducing customer prices by at least 5%

 Adopt a regime of quantity discounts, sale offers as well as outright price reduction on its products
Relationships to other objectives To reduce to minimum time taken to meet the customer’s needs; Reduce machine idle-time as in Asset utilization and Investment strategy improvement

To improve the quality of products by eliminating the level of defects sent to the company’s customers; Install cost monitors and quality control systems as in Cost reduction and productivity improvement

To improve the company’s performance by creating value for its customers through its products/services; Increase fund allocation on money generating lines as in Revenue growth and mix

 

Revisions (if any) to Module 1 Objectives
Objective/Module Measure Target Action
 revenue growth and mix (module1)   Sales growth 10% increase in sales from the current level Increase fund allocation on money generating lines
 To reduce to minimum time taken by the company to meet its customers’ needs  customer retention Half the time taken currently Reducing machine idle-time; Install high efficient machines; Doubling the fleet of vehicles for deliveries.

 

References

Greenhalgh, C. (2004) Building a Strategic Balanced Scorecard. Business Intelligence Company.

Niven, P. (N.D.) Financial perspective.  EPM Review.

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