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Strategic Quality Management And Customer Satisfaction

1661 words - 7 pages

Strategic Quality Management PAGE 1 Strategic Quality Management PAGE 7
Strategic Quality Management and Customer SatisfactionMonique Cone, Margaret Farley, Shirley Howard, Shadreka Howard,Shawn SnyderMGT449January 24, 2011Ian FinleyStrategic Quality Management and Customer SatisfactionCustomer satisfaction directly impacts any business in a number of ways. Wal-Mart has a variety of tools to get and keep happy customers. There are a variety of ways that Wal-Mart follow customer satisfaction levels to ensure that the company stays productive and cost-effective using the Internet, using greeters, referrals and surveys (Worsham, R. 2010). Wal-Mart's tools allow them to add customers and keep satisfied customers through referrals. This is a direct result of having contented customers (Worsham, R. 2010).Because of technological advances, Wal-Mart provides websites that offer valuable insight on their customers' needs, wants, and what customers expects in return for their business. Wal-Mart's website address is printed on the customer's receipt, encouraging customers the to go online to participate in customer satisfaction survey. There are questions on the website generally consisting of issues concerning the professionalism of the employees and service of the company. Customers can make comments about their service and experience at Wal-Mart. In this survey, customers can request products that they would like to see offered. They can also suggest ways the company may improve its service (Worsham, R. 2010).SWOT AnalysisThe SWOT analysis for Wal-Mart is:1. Strengths are being a wide spread network and stores. Wal-Mart is listed number one in revenues and profits.2. Weakness is communication with the internal and external audience. Also customer does believe Wal-Mart has low prices but the customer also complain about the poor quality of some products. Wal-Mart is also having a hard time with countries like China and their policies are very old. They need to update them.3. Opportunities Wal-Mart has is during this recession Wal-Mart can reduce the cost of their supply and market these strengths to increase customer and revenues. Wal-Mart can also make their relationship better with the suppliers by giving them benefits4. Threats are Wal-Mart has one of the lowest prices in retail, but competitors are imitating Wal-Mart on their low price strategy and this could hurt Wal-Mart. Also having a bad word of mouth from employees and supplier can bring Wal-Mart down tooIn every organization, there must be a process improvement plan, at Wal-Mart; the organization has a process improvement plan linked directly to their customer base and the ongoing strategy of growing sales and expanding the business. The current process improvement plan that Wal-Mart has in place consists of the "following aspects, increase loyalty and profitability through their consumers, increase their consumers purchase cycles, add high end services to increase margins, gain a better...

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