Quality Management and Customer Satisfaction

Wal-Marts strategic Quality Management and client Satisfaction One organization that has become productive in umpteen aspects of satisfaction and shade is Wal-Mart. This organization started out providing basic products to nodes during certain hours of the twenty-four hours and evening, and then magnifyed the become Wal-Mart Supercenters by also providing groceries and becoming a 24-hour establishment. By making these changes in their organization, Wal-Mart has provided superior satisfaction to twain its inhering and external customers.To better understand Wal-Marts level of quality and customer satisfaction, Learning Team C has conducted a SWOT analysis of the organization, real a vision and mission statement, and created strategic stick outs and objectives for the organization. SWOT Analysis Strengths Wal-Mart has a great deal of strengths which is app arnt due to their incredible success end-to-end the years. Wal-Mart has mastered the process of production, movement of goods, w beho victimisation of goods, ensuring goods arrives on time at the right place, and for a cheap price.Wal-Marts foundation was built upon understanding, identifying, and knowledgeable exactly what customers want from their retailer and having this information has contributed to their tremendous success. Wal-Mart is a stringy retail brand which has the reputation for providing a wide range of products every in one store, value for money, and convenience. Weakness Wal-Mart has a weakness that shapes non only their image, but the livelihood of people in many communities. In many places when a new Wal-Mart comes to their community most small retailers are forced out of business due to the retail giant.There are many moral customers, who are concerned with the interests of the smaller retailers. This concern cursorily turns to anger when they call Wal-Marts monopolizing capability that has gained strength in the ult few decades. Because of these issues there are many people who refuse to snoop at a Wal-Mart they become anti-Wal-Mart shoppers. Unfortunately, this weakness according to some has taken a toll on Wal-Marts stock prices as well. Also, in the past several years Wal-Mart has had to fight several high legality suits which admit also affected their image in the general domains eye.Opportunities It would be ideal for Wal-Mart to take advantages of the opportunities to improve in the behaviors that they relieve oneself been heavily criticized in by the world. Wal-Mart has the opportunity to use its resources to facilitate our human beings improve its environment. The environmental programs that Wal-Mart supports have the potential to receive tremendous results because it has such(prenominal) a large image. In their overseas locations Wal-Mart has been worried with child advertize laws, so they have been paying very close attention to its providers labor practices by enforcing stricter policies.Being the largest employer in the Uni ted States, Wal-Mart is pickings advantage of the opportunity by providing its employees with a new health electric charge plan that pull up stakes increase their benefits. If Wal-Mart makes a continued effort to disband these concerns they will ultimately increase their market share and improve their public image. Threats Dollar General discount stores are growing rapidly in the United States. Unfortunately for Wal-Mart, these stores have the ability to open in smaller communities where there would not be enough business to support Wal-Marts sales quota.Dollar Generals deep discount threatens and competes greatly with Wal-Marts claims of having the last price. Wal-Mart has to continue to work hard to compete in times of ambiguity. umpteen of Wal-Marts customers are slightly affected by the economy wherefore it has an advantage being it offers low prices in times of recession that prayer to its customers. However, the attempts made by the government to stimulate the economy are not directly felt by Wal-Marts customers. This increasingly threats Wal-Marts sales and vitality. Vision and Mission StatementWal-Mart bases it operations on integrity and customer satisfaction. In order to uphold these two main objectives Wal-Mart has developed a vision and mission statement along with guiding principles that incorporate quality principles. Wal-Marts mission statement is to maintain the highest quality in products and customer service, while treating its employees like family. In order to incorporate values and principles at heart the organization, Wal-Mart strives to always maintain a high level of loyalty to both(prenominal) its customers and its employees.To persist loyal to both customers and employees, Wal-Mart uses core values such as integrity, loyalty, top service, equality, and honesty. Wal-Marts vision is to uphold these values and principles to financial support a large flow of customers into their stores through with(predicate)out the country. Wal-Mart believes that in order to keep quenched customers and employees, the organization has to present high quality products and low prices, and show both customer and employee appreciation at all times.To ensure this vision rest intact, Wal-Mart has open suggestions boards open to stay informed on what its customers and employees would like to see within their stores. Wal-Mart believes that the public and their employee family have a right to have the opera hat products and services to help them live their daily lives. Strategic Plan and Strategic Objectives With Wal-Mart being one of the leading retail industries around, its very grave for their customer service to be top notch, to keep the customers coming stake and keep them satisfied.A goal for Wal-Mart is to expand very rapidly and to expand everywhere outside the United States. Thats why Wal-Mart has been able to stay at the forefront during these economic times. Wal-Mart has become a monopoly due to the products they shell out and the wide array of choice they offer for the customer. Not only do they sell furniture, clothes, electronics, etc. , they are also now expanding to a mart store, they also house other businesses. Every Wal-Mart is different, some house salons, monocle stores, other eateries.Wal-Mart strives to continually have quality goods but sell them at bring down prices than any other stores they do this by buying products in bulk that way its possible to sell to the consumer at the lower prices. Wal-Mart continually strives to advance farther than its competitors by keeping up with the in style(p) technology, but keeping them at prices the public can afford and is unbidden to pay. The only thing Wal-Mart needs to keep up on is keeping customer service at the top of its list of things to improve upon. similarly the low prices, and the pick of goods, quality customer service is one of the factors that will keep the consumers coming back. Wal-Mart uses different innovated pe ckers in order to keep their customer satisfaction high. One of their main tools is keeping their prices low. This is accomplished by using a governance that is set in place by Cisco. This system is based on questions, as stated by David Flanagin (n. d. ) Will it help us lower prices, executives ask. How will it improve the customers experience? So the selection of a communications infrastructure from Cisco was part of a Wal-Mart plan to make things better for customers. At Wal-Mart, we dont implement technology for its own sake, It has to have a payback that helps the customer. A friendly employee is another tool Wal-Mart uses to keep their customers satisfied. This is accomplished through keeping their employees satisfied. Having available stock and other resources on hand allows their employees to have what they require at their disposal and this makes both the employees beaming and also their customers.Wal-Mart uses tools such as having every product available from clothing, electronics, pharmacy, and groceries. They are open 24 hours a day which is a great tool for everyone. Wal-Mart can measure their success in maintaining customer satisfaction through the on-line network that Cisco provides for them. They are now the largest retailer with more than than 2400 stores and 100 distribution centers. Inventory management is a very successful tool used that help keep prices low. With global markets and retailers the internet has been an principal(prenominal) part of keeping customers and allowing for replenishment of products on a consistent and at a low cost.ReferencesFlanagin, David. N.D. Cisco Retail Customer Success Stories, The Wal-Mart bill Using Internet Technology to Support Everyday Low Prices and increase Customer Satisfaction. Retrieved from www.cisco.com. Retrieved on December 5, 2010. Cramer, J. J.(2005).Wakeup Walmart.com.United Food and Commercial Workers world(prenominal) Union.Retrieved from http//www.wakeupwalmart.com/news/20050817-rm com.html. Marketing Teacher Ltd..(2010).Marketing Teacher.com.Retrieved from http//www.marketingteacher.com/swot/walmart-swot.html.