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Wal-Mart Stores Customer Service Perspective
Introduction
Customer service perspective serves as an instrument to ensure that all companys employees are committed to the customers needs since they are the most important aspects in business continuity and sustainability. Wal-Mart Stores Inc is a large-scale business enterprise founded by Sam Walton and known to be the most successful retailer that operates singly in the world. Various elements are deemed crucial in addressing the customer service. For instance, appropriate goals must be set by the companys management, and appropriate implementation of strategies must be ensured for attainment of the already set goals (Vance and Scott, 1994).
Companys objectives
Wall-mart stores Inc operates over a wide range of retail products in various countries hence has several strategies, which were set at its inception by the founders, and are in operation up to date. To aid in the implementation of the above strategies, a number of objectives have been set by the company to spearhead the implementation of strategies. First, Wall-mart Inc aims at increasing the number of distribution channels to solve the problem that comes in as a result of congestion in the stores that are in operation.
Secondly, the company intends to Invest in excellent human resource with an aim of generating smart profits, and Increase productivity within the company. Thirdly, the company aims at building an excellent and enthusiastic Customer Service Relationship, a key factor that addresses implementation of strategies and solutions to the problems in question. There is a very strong relationship between the companys objectives and the corporate strategy that it has in that, provision of excellent services to the consumers would be possible when there are a variety of distribution channels.
At the same time, appropriate customer service relationship created would attract more customers to buy the companys products and services. In addition, investing in excellent human resource personnel helps in improved employee performance, a key element to increased productivity in an organization. At the same time, this would enable the company accomplish its strategy for striving towards excellence and respect its workers and the customers (Vance, and Scott, 1994).
Moreover, the three objectives are related to the mission whose aim is geared towards improving the quality of products through advanced technology and use of manufacturing industries with the intention of maintaining appropriate customer service. The relationship lies in the fact that high quality products and services attract a large number of consumers, hence promoting excellence in the company as well as customer and employee satisfaction.
More so, the objectives are related to the companys vision, which states that the management strives towards making the company the largest and the best Corporation throughout the world. A large corporation serves as a good customer base and at the same time serves in ensuring better prices of products. The extent to which a corporation is large depends upon the number of customers who continually buy the products as well as the number of channels. By increasing the number of distribution channels, building a good CSR strategy and participation in extra community projects would ensure the establishment of a large corporation (Niven, 2002).
Measures, targets and actions
Accomplishment of objectives in an organization is very vital for its sustainability and continuity. A collection of measures is put in place to spearhead the activities of the company. To invest in more distribution channels, the company has to recruit more distributors and creating more retail stores at convenient places. More so, for the accomplishment of the goal to maximize profits within the company, it would be important to improve productivity and performance by encouraging investments in best human resource services. At the same time, it would be essential to ensure easy accessibility of the companys resources by the target community as a way to build an excellent customer relationship strategy (Niven, 2002).
Additionally, the company has set particular targets that would spearhead the above measures. The fist objective would be met by having as many stores as possible in all places, with an estimated number of a hundred stores to be developed every year, within the United States as well as in other countries. The second one would be accomplished by authenticating all human resource departments within the companys stores for effectiveness in employee management to enhance their satisfaction, as a factor that determines the companys productivity. Finally, the third would be made practical by initiating extra community-based projects with an intention of enhancing company-community interactions (Hubbard, 2007).
Furthermore, various actions are deemed important with an intention to meet the above targets. One, accelerating more investments in major countries would help in increasing the number of distribution channels. It would be ample to expand the administrative structure of the human resource department by recruiting more human resource personnel who will ensure better contact with the entire staff would ensure maximized profits and increased profits within the company. More over, Assisting the less fortunate in the immediate community as well as providing incentives to the prevailing community would help in implementing in appropriate and enthusiastic CSR (Hubbard, 2007).
Conclusion
The above objectives are considered more essential than any other, since customers are the key to the success of an organization. Thus, maintaining enthusiastic customer service perspective is the most important aspect in business sustainability and productivity.
The following table summarizes the objectives, targets, measures, and actions that are important to the business.
References
Hubbard, D. (2007). How to Measure Anything: Finding the Value of Intangibles in Business. NY: John Wiley & Sons.
Niven, P. (2002). Balanced Scorecard: Step-by-step. Maximizing Performance and Maintaining Results. NJ: John Wiley and Sons.
Vance, S. and Scott, R. (1994). Wal-Mart: A History of Sam Waltons Retail Phenomenon. New York: Twayne Publishing.
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