4. The Walmart History 2000’s The 3,000th international store opens in Brazil Walmart expands its $4 generic prescription program Walmart brings commitment to environmental sustainability Over 6,200 facilities around the world. Over 1.6 million associates
7. More on Walmart Culture Three Basic Beliefs--everyone should practice daily Respect for the individual Strive for Excellence Service to the customer Sundown Rule—management should get back with an associate or customer with in twenty four hours on any question that can not be answered immediately
8. The Backroom Change Process was started to improve the level of customer service in the store. Department managers will now be available more frequently on the sales floor to focus primarily on the merchandising and customer service. Walmart wants to provide products on the sales floor in a timely manner so no one has to wait till the products get back in stock. This will help improve the customer shopping experience.
9. Leadership actions throughout the process Executive leadership provided with training webinars that cascaded down to store business unit leaders Store business unit leaders communicate process with remaining store management Training classes provided to department managers and all effected associates Talking points provided for associate meetings Order necessary supplies and communicate with resources Pilot the process in a select group of stores Select one department manager within the store to champion the process first
10. Strategies for Overcoming Resistance Daily communication meetings Select a department manager to champion the process Enforcement of attendance policy Analysis meetings Updates on sales, customer service surveys and inventory levels provided Sustaining the Change New process added to daily routine and responsibilities Continuation of analysis meetings Becomes a future checklist for the Market Manager tour Unannounced store visits reviewing the process
11. Effectiveness of the change process Successes Pilot program Communication plan Department manager champion Slight improvement in customer experience surveys Opportunities Associates reverting back to the old way of doing things Did not account for the holiday season in the implementation timeline Did not impact sales as expected Inventory level too high
12. Walmart response to innovation and change Walmart is great at recognizing the need for innovation and change. The company steadily forecast years away implementing small stages in the process gradually. Walmart invest the resources and time piloting new process to increase their sustainability. As Walmart continues to grow, in my opinion, it will be essential to allow stores increased flexibility to meet the demands of their local communities in order to deliver on our mission to save customers money so they can live better.
