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Walmart customer service objectives measure initiative

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Given Walmart's overall strategy, provide four objectives, measures, targets and initiatives lined with the overall strategy that would be appropriate for the CUSTOMER SERVICE perspective of a balanced scorecard.

Comments on how these likely map to the financial measures in the financial perspective of the scorecard.

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Solution Summary

Your tutorial is 405 words plus a table showing four objectives, measures, targets and initiatives that are linked to Walmart's strategic goals.

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Walmart's mission is to save money so customers can live better. So, low price is key competitive strategy and something that is a critical success factor in attracting and keeping customers. Therefore, that is one of the three objectives that will be in the customer service perspective of the scorecard. Walmart also strives to have a wide selection of high quality products so that customers do not have product issues (breakage, non-working, returns). Therefore, the two other objectives will be low returns and ability to find a product to meet their needs.

See table attached:

Objective Performance Measure Target Action or ...

Solution provided by:
Carol Sargent, PhD
Education
  • BSc, University of Virginia
  • MSc, University of Virginia
  • PhD, Georgia State University
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