MGT435 week 5 Final

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Enhancing Walmart's Online Shopping and Delivery Services using Kotter's 8-Step Model Elena Babnick University of Arizona Global Campus MGT 435: Organizational Change LaTonya Scott October 23, 2023

Introduction In today's rapidly evolving business landscape, the ability to adapt and change is fundamental for organizations to remain competitive and sustainable. This paper addresses the compelling need for change within Walmart, a global retail giant, focusing specifically on its online shopping and delivery services. Applying John Kotter's widely recognized 8-Step Change Model, this paper presents a comprehensive transformation plan, targeting and resolving the identified issues within these services. Company Overview Walmart, founded in 1962, has evolved into one of the world's largest retail corporations, with a strong presence in both physical stores and the online marketplace. The central mission of Walmart revolves around assisting customers in saving money and living better, and the company has successfully diversified into e-commerce. Despite its growth and profitability, Walmart is encountering challenges in its online shopping and delivery operations (Walmart, 2023). Diagnosis Walmart's online shopping and delivery services, while demonstrating substantial growth and profitability, are facing several issues that demand transformation: 1. Late Delivery Times : A persistent challenge for Walmart's online customers is the issue of delayed delivery times, leading to customer dissatisfaction and the potential loss of business. 2. Packaging Problems : Some customers have reported receiving damaged or poorly packaged items, which affects customer satisfaction and results in additional costs for the company. 3. Unknown Vendors : Walmart's online platform hosts products from various vendors, including those unknown to customers. This has raised concerns about the authenticity and quality of products, potentially harming the company's reputation. Kotter's 8-Step Approach

To effectively address these issues, Walmart can apply John Kotter's 8-Step Change Model: 1. Establish a Sense of Urgency : To emphasize the urgency of addressing these issues, Walmart should initiate market research to gain insights into customer perceptions and concerns regarding online shopping and delivery services. The risks associated with customer attrition due to these problems should be highlighted (Kotter, 1996). 2. Form a Powerful Coalition : Walmart should assemble a cross-functional team comprising e-commerce, logistics, and customer service experts. Appointing a dedicated change leader is crucial for effectively driving the transformation efforts (Kotter, 1996). 3. Create a Vision for Change : Develop a clear, compelling vision for enhancing online shopping and delivery services. Ensure that this vision aligns with Walmart's mission of helping customers save money and live better (Kotter, 1996). 4. Communicate the Vision : The transformation vision must be communicated comprehensively through various channels, including company-wide meetings, emails, and immersive training sessions. Utilizing storytelling and real-world examples can effectively illustrate the positive impact of the changes on both customers and the organization (Kotter, 1996). 5. Remove Obstacles : Identifying and dismantling barriers to change is critical. This may involve overhauling outdated processes, upgrading technology, and tactfully addressing employee resistance. Offering resources and training is vital to bolster the transformation effort (Kotter, 1996). 6. Create Short-Term Wins :

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Rapid implementation of conspicuous improvements, such as reducing delivery times and augmenting packaging quality, is essential. Celebrating these achievements boosts morale and showcases that the transformation yields tangible results (Kotter, 1996). 7. Build on the Change : Walmart should adopt a continuous improvement mindset, persistently refining and expanding the changes initiated in online shopping and delivery services. Cultivating a culture of innovation and perpetual enhancement within the organization is paramount (Kotter, 1996). 8. Anchor the Changes in Corporate Culture : The transformation must permeate Walmart's corporate culture, becoming an intrinsic element. This necessitates integrating new practices and values into the company's policies, performance evaluations, and reward systems (Kotter, 1996). Conclusion A global retail leader, Walmart faces challenges in its online shopping and delivery services, including delayed delivery times, packaging issues, and concerns about products from unknown vendors. Applying Kotter's 8-Step Change Model is not merely recommended but imperative to address these challenges effectively. Successfully implementing these changes will not only resolve the issues at hand but also reinforce Walmart's steadfast commitment to assisting customers in saving money and living better, sustaining its competitive edge in the dynamic e-commerce landscape. When executed with diligence and precision, the approach outlined in this paper is poised to usher in a positive transformation of Walmart's online shopping and delivery services, ensuring customer satisfaction and business growth.

References Kotter, J. P. (1996). Leading Change: Why Transformation Efforts Fail. Harvard Business Review. https://books.google.com/books?id=QiNjlp_s8FoC&lpg=PT38&ots=qRs87qsFWK&dq=1.%20Kotter %2C%20J.%20P.%20(1996).%20Leading%20Change%3A%20Why%20Transformation%20Efforts %20Fail.%20Harvard%20Business%20Review.&lr&pg=PT53#v=onepage&q&f=false Walmart. (2023). About Us. Walmart Corporate. https://corporate.walmart.com/about Emekter, R. (2019). Walmart's Strategies for E-commerce Success. The Journal of Global Business Management, 15(1), 105–113. Cowley, S. (2022). Walmart's Online Shopping and Delivery Services. The New York Times. https://www.nytimes.com/2023/08/17/business/walmart-consumer-spending.html Rao, A. (2021). How to Improve Online Delivery Services: A Comprehensive Guide. Supply Chain 24/7. https://www.websell.io/improve-shipping-strategy Harford, T. (2019). Packaging Problems in E-commerce: Causes and Solutions. Packaging Digest. https://www.packagingdigest.com/trends-issues/3-challenges-ecommerce-packaging-insider

MGT435 week 5 Final

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