Wal-Mart Research Paper

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Wal-Mart customer service

Table of Contents

Table of Contents .....................................................................................................................1-2 Title page......................................................................................................................................3 Abstract........................................................................................................................................4 Introduction ................................................................................................................................5 History of Wal-Mart……………………………………………………………………........5.1 External Environmental Analysis………………………………………………………………6 The General Environment…………………………………………………………………….6.1

Demographic…………………………………………………………………………….6.2
Economic….................................................................................................................... 6.3
Social-Cultural…………………………………………………………………………. 6.4
Political-Legal Environment………………………………………………………….6.5 Internal Environmental Analysis: SWOT Analysis…………………………………...........7 Identification of Central Problems …………………………………………………………...7.1 The External Environmental Analysis: The Environment within Wal-Mart………............ 8

Wal-Mart Industry size………………………………………………………….……8.1
Wal-Mart Growth Trends……………………………………………………………… 8.2
Porter’s Five Force Model……………………………………………………….. …….8.3 External Environmental Analysis: The Organization Market……………………………. 9
What are Wal-Mart main products and Services……………………………………… 9.1
Wal-Mart products and service benefits to customers………………………………… 9.2
Wal-Mart primary markets and market segments……………………………………… 9.3
What are the primary ways that customers get a product or services………………….. 9.4
What percentage of annual revenue is spent on marketing and sales…………………. 9.5 Internal Environmental Analysis: Purpose or Mission at Wal-Mart ………………………10
Short-Term: Current Ratio, Quick Ratio, Cash Ratio………………………………….10.1
Long-Term Leverage: Total Debt to Total Assets, (Turnover Ratios)………………...10.2
Profitability Ratios: Profit Margin, Return on Assets, and Return on Equity…………10.3
Market Value Ratios: Price-Earning, Market-to-Book……………………………….. 10.4 Analysis of problem using Porter’s five……………………………………………………….11 Management and Leadership Focus area…………………………………………………….12 Recommendations………………………………………………………………………………13 Wal-Mart upgrade for Success and sustainability……………………………………………14 Reference List: ……………………………………………………………………………….. 15 Appendices …………………………………………………………………………………… 16 Presentation…………………………………………………………………………………….17 Abstracts

This paper will focus Wal-Mart poor customer service, and the impact it could ultimately have on the retail giant base on the analysis retrieved from various research It will show how consumers have the power to choose or not to choose to shop at Wal-Mart and the possible outcome that may interrupt the retail giant revenues base on consumer preferences. In order to view the process, data collected from various databases; including employees and customer complaints, strength, weakness, opportunity and threats (SWOT) analysis that shows changes that may increase or decrease Wal-Mart capital. The proposal conclusion will help improve customer service without sacrificing profit or deadlines at Wal-Mart.

History
Sam Walton opens his first Wal-Mart store in Roger, Arkansas on July 2, 1962. His dream was to provide customers with broad varieties of merchandise at everyday low prices. Walton believed “customers are the reason why he is in business” (Walmartstores.com, 2012). During his role as owner and CEO of Wal-Mart, Walton Implemented several vision that would serve as part of Wal-Mart success. Today, there are 624 stores offering a pleasant and convenient shopping experience across the United States. The size of an...
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