Analyzing Impact of Total Quality Management Practices on Customer Satisfaction: A Case Study of Walmart Inc.

This business project analyzes the impact of total quality management practices on customer satisfaction and retention in the long run, with a case study of Walmart Inc. It includes a business description, product/service description, target market, positioning strategy, and available opportunities.

BUSINESS PROJECT

Executive Summary
The First Chapter of the business project has been summarized the research topic,
rationale of business opportunity, vision, mission, aims and objectives of the business project.
The first chapter has also summarized the structure of the business plan followed in this report.
In the chapter two the over view of the Walmart is taken into consideration where business
description, available products and services, targeted market, positioning strategy and available
opportunities are discussed. The company is having a good range of products and services and
also having good grasp due to value it is extending to its customers. Further It has been
summarised that the company is practising smart strategies in term of positioning and developing
itself in the market.
The third chapter evaluated the pastel analyses in order to determine or evaluation of the
retail industry. in context to that the report mentioned all the element that delivered the positive
and negative impact on the retail industry of the UK. due to the consideration of the pestle
analyse the retail industry can acquire more success in the domestic as well as international
marketplace. The fourth chapter of business project has been summarized that only secondary
sources have been used in order to collect the data on impact of total quality management
practices over the customer retention and satisfaction level. Further, the report has been also
summarized the organization feasibility, product/ service feasibility and financial feasibility of
the Walmart organization and its new projects. Further, chapter has summarized that the
customer satisfaction level easily gets improved if the company will implement total quality
management practices because customer wants quality products at reasonable cost.

Table of Contents.
Executive Summary.........................................................................................................................2
CHAPTER: 1 INTRODUCTION....................................................................................................5
The rationale of the business opportunity....................................................................................5
Scenario chosen...........................................................................................................................5
The Mission.................................................................................................................................6
The vision....................................................................................................................................6
The objectives..............................................................................................................................6
Structure of the business plan-sign posting.................................................................................6
Chapter2...........................................................................................................................................8
DESCRIPTION OF THE BUSINESS CONCEPT-....................................................................8
THE PRODUCT/SERVICE DESCRIPTION-............................................................................9
THE TARGET MARKET-..........................................................................................................9
POSITIONING STRATEGY-...................................................................................................10
VALUE ADDED-.....................................................................................................................11
WHO IS INVOLVED-..............................................................................................................11
THE WINDOW OF OPPORTUNITIES-..................................................................................12
CHAPTER SUMMARY-..........................................................................................................12
Chapter 3........................................................................................................................................13
INTRODUCTION.....................................................................................................................13
Pestle analysation......................................................................................................................13
CONCLUSION..........................................................................................................................15
CHAPTER 4: FEASIBILITY / METHODOLOGY......................................................................15
4.1 Introduction..........................................................................................................................15
4.2 Market research...................................................................................................................15
4.3 Market Analysis...................................................................................................................16
Theme 1: Understanding concept of total quality management................................................16
Theme 2: Total quality management practices uses by Walmart Inc........................................16
Theme 3: Impact of total quality management practices over customer retention and
satisfaction of Walmart Inc........................................................................................................17

Theme 4: Recommendation on total quality management practices that positively improve
customer decision making.........................................................................................................18
4.4 Product or Service feasibility...............................................................................................18
4.5 Organization feasibility.......................................................................................................20
4.6 Financial feasibility.............................................................................................................21
4.7 Chapter summary.................................................................................................................23
REFERENCES................................................................................................................................1

CHAPTER: 1 INTRODUCTION
The rationale of the business opportunity
The rationale behind choosing the topic is to analyse the impact of total quality
management practices because it will help to gain knowledge about the customer satisfaction.
This is important to provide good quality it helps to increase the productivity of the organization.
Also, it has been identified that customer is more focus on quality over the quantity that is why
this research will be helpful to identify different perception of customer regarding choosing this
topic. The success of the company is directly depend on customer retention because it is refers to
the ability of turn the customer into repeat buyers and also it will help to prevent them from
switching to competitor (Pandey, Dillip and Qhi, 2021). Further, researcher will analyse about
the whether the quality or quantity which is impacting more to customer in long-run. Customers
are considered as key pillars of organization so it is necessary to satisfy them in order to increase
the lifetime value of the customer by boosting the revenue. Scholars will use this research to
enhance the knowledge regarding total quality management. Also, they can analyse about the
technologies which can be improved quality of the product.
Scenario chosen
Walmart is one of the popular multinational retail corporation which operates long chain
of hypermarket in order to provide wide range of product such as meat and dairy products, fresh
produce, bakery and daily items, health and beauty aids and a pharmacy, household supplies etc.
Walmart is famous for global retailer there are more than 11000 stores and e-commerce sites and
headquartered is present in Arkansas, Bentonville. It has expanded the business in mores than 28
countries with different names also according to current eras it is considered as largest in the
world by revenue and also in the private employer with over 2 million employees worldwide
(Jackson, 2021.). Walmart sells more than 76 millions products also it is providing items grown
in order sourced from America and most of the product are sourced in our retail business in US
but the major market is Mexico were made, grown and assembled domestically. Walmart
provide the best quality of product but due to covid or technical issue customer claim about low
quality. The low quality impacted on customer retention and that is why competitors gets the
chance of attracting customer by providing substitute goods. So, it has been suggested that

company should improve the technology in order to provide high quality of products so that it
can satisfy customer in terms of quality.
The Mission
The mission of the company is to save money, so they can live better.
The vision
The visions of the Walmart is to be the destination for customer to save money, no matter
how they want to shop. This vision helps to provide better quality tos customer so that it helps to
retain the customer in order becoming to player in the industry.
The aim
The aim of the project is to analyse the impact of total quality management practices over
customer satisfaction and retention in the long run. A case study of Walmart Inc.
The objectives
 To develop understanding about the concept of total quality management.
 To identify different total quality management practices uses by Walmart
organization.
 To assess the impact of total quality management practices over customer
satisfaction and retention in the long run.
 To recommend the strategies pertaining total quality management that positively
impact customer decision-making.
Structure of the business plan-sign posting
Chapter-1 This is the first chapter of the research that is related to introduction which
includes rationale of business opportunity in order to complete the aim and objectives of the
company. The main aim is to analyse the impacts of total quality management practices so that
its wills helps for customer retention. Also, in the choosing scenario research studied on Walmart
that is one of the largest multinational stores of the world. Research also understanding the
concept of learning which is related to total quality management with the different practices of
Walmart.

Chapter-2 On the basis of chapter two the business concept study will describe the
concept of business in order to identify the target market (Schniederjans, 2018). Also, it will
include descriptions of product and services which are offered by Walmart and how it can be get
good position in the market by involving major factor that helps to gain the competitive
advantages and opportunity for the business in regards to grow. Then lastly this chapter will
conclude with the helps of summary of the section. Further, research will evaluate the different
strategies which can be get by company by improving the customer satisfaction.
Chapter-3 The third and most important chapter of the research which including
literature research that including previous research by considering secondary sources such as
articles, journal, books etc. For the present study the relevant sources will be used for pertaining
total quality management which is publishes after 2018 in regard to make research more
authentic. Also, by considering the research objectives, themes will be designed which assists to
meet the defined aim. Further, it will include the Pestles analysis or porter five sources ins orders
tos identify the feasibility of the industry (Ertem-Eray, 2020).
Chapter-4 This is the major chapter which is related to methodology by comprising
different market research and market analysis with the help of primary sources of data. The study
will include product feasibility in order to gain competitive advantages that it will help satisfy
the customer by analysing organizational feasibility. The financial feasibility of the company
will identify on the basis of revenue generated by Walmart.
Chapter-5 The fifth chapter is related to analysis of business models by including
strategic analysis for existing business in regard to SWOT, value chain analysis. Also, it helps to
identification of sources of competitive advantages by selecting strategy for success. It will also
develop relevant business model (Khanuja and Jain, 2021).
Chapter-6 The sixth chapter is evaluation of business plan in which there are
introduction will include the overview of the chapter which is depended on business plan
schedule that are related to raising capital in order to set key resource of requirement that helps
for successful in business operation. Further, study discussed success by analysing the failure
factor with the help of including chapter summary.

Chapter2
INTRODUCTION-
In the chapter the business description of Walmart Ltd will be discussed. Product or
services of the entity which are offered to its customers and the market which is targeted and
what is strategy for positioning is being practised by Walmart to make the position strong will
also be shared. Further what the entity is doing in attempt to add value to its product and services
and all those involved people and other entities who are having their greater impact on the
administrative and operative success of the organization. In the chapter for the company what are
those available bunch of opportunities available will also be considered.
The company is operating its business in more than 24 countries with around 10,500
stores and clubs under 48 banners (Alsharari, 2021) Company possesses great present in e-
commerce market too, having owns website as well, on which customers may directly place their
orders for buying essentials.
DESCRIPTION OF THE BUSINESS CONCEPT-
Walmart is a publicly traded family owned business, it was the largest grocery retailer till
2019 in USA (Lerner, 2018) It is engaged in retail and wholesale business, the company offers
various products and services at everyday low prices. For the purpose of serving with efficiency
it operates through Walmart U.S., Walmart International, and Sam's Club. Key activities are
buying and delivering goods, customer services, inventory control and distribution management.
Walmart operates a 'Different Omni Business Model” with three primary units as above
mentioned. It is globally engaged in retail selling, offers wide variety of merchandise at low
prices at its stores and also on e-commerce sites. The main segment of business concept is the
prime or salient strategy of Walmart, it abides Every Day Low Price model which is helping to
attract a huge amount of worldwide constellation of customers.

For more success and notching up higher presence the company also practices
collaboration plans, with the progress of time it has been seen for taking advantage of synergy
company has formed collaboration with many ingenious entities across the nations.
THE PRODUCT/SERVICE DESCRIPTION-
Walmart is having its vast approach in the market and being operated in many nations,
that's why the products and services are also disseminated in a broad range. It offers family
apparel, automotive products, health and beauty aids, home furnishings, electronics, hardware,
toys, sporting goods, lawn and garden items, pet supplies, jewellery, and housewares etc. With
the progress of time Walmart also inculcated wellness and entertainment related items as well.
Managing so many products lines as well with offering full scope of choice to customers too
(Colacicco, 2018)
The stores of Walmart presents augmentative services like buying and delivering goods,
easy and less pricey distribution of products, post selling services to address the issues of
customers. Walmart credit card, money transfer, gift cards, Monthly payment plan and so many
such financial services are also offered, Customized products like Cakes are also made available
by the organization. Couple of years back Walmart also started owns health care centres which
are now giving many services including consultancy which is also a big attraction for its
customers.
THE TARGET MARKET-
Due to vast accessibility Walmart has a well-diversified policy for targetting market. As
above seen a huge set of products and services are being presented by the entity which kicks off
need of such targetting policy. Walmart's target market is everyday customers who want to save
money on essential and non-essential items. Generally, people who buy something at Walmart
are looking for receive products or services on cheapest prices.

The retail giant places most of its targetting attention on younger consumers, referred to
as Millennials. They are younger and are ready to be loyal. As a study found the average
customer of Walmart is generally women who is married since such people are more likely to
purchase essentials which is the key part of its products. The markets are also targetting people
who look for cheap or relatively cheap products as they want to save money, and basically such
type of people are accounting bigger in almost all the markets where it is being operated so
targetting them is a relevant or a rational decision for Walmart (Smith and Crawford, 2019)
POSITIONING STRATEGY-
For such organizations who are operating multinationally it is a tough-nut positioning
their self in such markets. With this respect Walmart is practising “Low Price” and “Satisfied
Customer Service” policies (Barber, 2018) These strategies are helping it to attract such people
what don't want to spend blindly at any cost and are looking for cheap and good products. The
company always tries its best to satisfy the customers since having this belief that a satisfied
customer not only comes back and becomes loyal but also drives other to be the customers of his
company.
For better positioning Walmart ensure pleasant shopping experience to its customers so
as per porters' definition of strategy, Walmart offers both value and low price to customers.
Altogether it can be said Walmart is basically practising “Positioning based on Price” and
“Positioning based on quality”.
Further the organization is being operated in many nations so also adopted nation wise or
ethnocentric approach of positioning as well. Like in such nations where people are more likely
to purchase products with high quality so it is providing such opportunities to them. With the
needs of market, time and circumstances Walmart has shifted its positioning strategies so can
bring more efficient results.

VALUE ADDED-
For adding more value to its products and services the company is following policies like
Product Care Plans, Technological ease, Offering multiple brands, Post selling services are also
good in quality so customers feels more satisfactory and find it valuable.
Other policies like offering discount, free delivery, multiple options to the customers and
giving easy payment making options are also adding value to the company. For attracting new
customers or for retention purpose the company timely releases offers on different occasions.
it Like with the requirements of the market incorporated many products which are demanded by
specific set of customers like on demand cakes with utter customization so people may feel more
comfort with it such actions are adding more value to its customers (Elhindwan and Nobanee,
2020.)
WHO IS INVOLVED-
Walmart is a family owned business, as the company is controlled by the Walton family.
Sam Walton's heirs own over fifty percent of the Walmart both their holding company Walton
Enterprises and their individual holdings. There are other institutions like Walmart Labs, Amigo
Supermarkets, Sam's Club, Walmart Canada, Jet.Com. Bare Necessities, Hayneedle are also in
partnership with the company.
There are more than ten thousand stores of Walmart across the glob and with head offices
in many nations, which are being controlled by respective management. At present Doug
McMillon is serving as CEO of Walmart. Other key position holders are S. Robson Walton,
Marc E. Lore, C. Douglas McMillan, Walton Enterprises LLC, Walton Family Holdings Trust,
and Vanguard Group Inc. (Colacicco, 2018)

For running the operations more than two million people on different positions are
engaged with Walmart. In only USA more than one and half million people are serving the
company which is a great share in the market.
THE WINDOW OF OPPORTUNITIES-
After horrific heat of pandemics the market is offering good scope for such companies
with strong reformations they may grab more proportion of the market. By enhancing capacity
with digital advertisement Walmart may curb more share in the existing market. In the year 2020
it got over 135 billion US dollars (Smith and Crawford, 2019) by just digital marketing so may
go for further escalation in the same area.
Now people are more likely to purchase products by social media platforms so with this
regard Walmart is having opportunity to jump over and may surge its sales on such social
commerce platforms. Walmart is having its online platforms as well yet it is quite behind
Amazon in terms of its own third party marketplace. But after pandemics it is having good
opportunity to expands its online coverage and may also get bigger grasp in the market.
In the year 2019 Walmart opened its first Walmart Health Care clinic, which is providing
number of services including primary care, dental services, laboratory and counselling, X-rays,
audiology types of services. Yet these services are not approachable to all and after uproar of
health issues in pandemics people are more conscious for their health so here is a big window of
opportunity for Walmart, in relation to this the company may go for expansion and more
marketing efforts to bring high number of people toward (Carpio-Aguilar, 2019)
CHAPTER SUMMARY-
In the chapter above the business description of Walmart is summarized, along with it
other dimensions like product and service description, Target market of the company and
positioning strategies of the organization. Further what actions it is taking to add more value to
its customers and key participants who are involved in the business had been discussed. At the
end of chapter available opportunities before the company also seen.

Chapter 3
INTRODUCTION
The present report will provide the proper analysation of the retail industry of the united
kingdom which is highly contributing in the economic of the nation in effective as well as
efficient manner. Furthermore, the report will shade a light on the elements of the Pestle analysis
in an appropriate manner.
Pestle analysation
The retail industry is one of the leading industry in the united kingdom by offering wide range of
the product and services to the customer in order to satisfy the needs and wants of the people. In
order to increase the value of the industry the companies are offering the best quality product to
the customers in an appropriate manner. According to the Li (2018) the retail industry increasing
the awareness about the product and services in the domestic as well as international customers
that increase the productions as well as profitability of the industry. In order to identify the
industry the pestle is adequate tool that consist of various elements which affect the growth of
the retail industry.
Political factor : according to the Nandonde, (2019.) the revenue or the profitability of the
industry is affected by the government rules and regulation that imposed on the business
enterprises. Due to political habits of the other country the industry is not able to deliver the
product and services in reasonable price because the government impose the duties on import
and export of product and services. Along with the organisation enjoy the business relationship
of the political parties with other parties as the company is able to deliver the production. Along
with that it increases the value of the company in domestic as well as international marketplace.
Along with that due to political influences the company is not able to operate the business in
adequate manner and also face conflict that result in decreasing the profit margin of the country.
Due to high stability of the political party the retail industry is able to expend the stores all over
the world . Along with that the retail industry is able to follow the market trend in context to
satisfy the buyers.
Economic factor: as per the views of the Rosnizam and et.al (2020.) the united kingdom is
having high economic value that result in delivering the competitive advantages in the
marketplace. The economic factor includes the prices of the taxes the government is charging

against the exchanges of the services which is quite lower in UK . Due to lower taxes the retail
industry is able to generate profit. Beside this the retail industry is able to offer the positive
culture and employees satisfaction in the marketplace. The continuous growth of the economy is
encouraging the retail industry to increase the production.
Social factor: it is changing the buying behaviour of the people and also influencing or
encouraging the people to buy the wide range of retail product and services. In the social factor
being educated playing vital roles in delivering right product to the right customer in adequate
manner. The contiguous changes in the taste and preferences of the customer allowing the
company to innovate the product and services on the regular bases. In the modern era the e-
commerce is increasing the value of the retail industry in the marketplace as it deliver more
comfort to the people. Due to the health consciousness of the customer the retail industry is
capable to provide good healthy food to the people. Due to social and cultural factor the
companies are able to increase the approach and creating value in the marketplace.
Technological factor: as per the point of views of the Shatskaya, Samarin and Nekhorosheva,
(2016) due to increasing technologies the retail industry is able to improve the productivity of the
company in effective manner. Through the mobile application technology the organisation is
able to resolve or address the problems and issues of the consumer for the further growth. With
the extensive technology the company is offering fast services to the buyers by involving plenty
of the features. The customers are able to tract the product and services through the mobile
which also result in improving the image of the company. Through the technology the retail
companies are easily approachable by the customers from different places and the market area.
Along with hat the customers are able to enjoy the comfortability of various retail company as it
save the time of the people. This factor is improving the process of the enterprises.
Legal factor: in order to acquire the success in the marketplace the company suppose to follow
all the rules and regulation of the country which is offered by the government or authority for the
purpose of the safety. Yusop (2021) said that the legal system involve the law related to the
consumer as well as employees. It is the essential element that the retail stores consider for the
growth of the company . In context to that the company provide the product and services at lower
price in order to deliver the competitive advantages in the marketplace. Due to the employees of
the retail industry is able to deliver the equal rights to the staff members and able to satisfy them.

Environmental factor: from the point of views of Soegoto, (2021) the retail industry is affected
by the concern of the sustainability. In order to save the planet the retail industry suppose to
invest huge amount in reducing the carbon footprints as well as renewable energy. With the
assistance of environmental factor the retail industry is focusing ion improving the packaging
and waste reduction criteria. On the other hand the company is considering various measures for
the success of the industry in the marketplace. It also allows the industry to attract the customers
toward the services of the company.
CONCLUSION
From the report it will be summarized that the retail industry is having wide range of opportunity
to increase the value in the marketplace by considering the points of pestle analysis. Along with
that it also highlighted that the industry need to focus on some areas like legal rules and
regulation and environmental resume for the forthcoming challenges.
CHAPTER 4: FEASIBILITY / METHODOLOGY
4.1 Introduction
The feasibility or methodology section of the report will state the method or tools used to
conduct market research. This section will also analyse the data collected from the employees of
Walmart through survey method via questionnaire mean. The analysis regarding the impact of
TQM practices over the customer retention and satisfaction will be analysed under this section.
This section will further analyse the product/ services feasibility, organization feasibility and
financial feasibility of the Walmart organization.
4.2 Market research
There are basically two types of research method available to scholar in order to assess
the impact of total quality management practices over Walmart customer retention and
satisfaction. The scholar has selected qualitative research method to analyse the impact of TQM
over Walmart customer retention and satisfaction (Xinyang,2019). It is because qualitative
method of research is best for understanding and assessing theoretical aspect of topic. The one
source has been used by the researcher to collect the data is secondary sources. The secondary
data has been collected by the researcher using books, journals, articles, website pertaining to

TQM practices. The scholar has been used the recent articles regarding the impact of total quality
management practices over the customer satisfaction and retention in the long run.
4.3 Market Analysis
Theme 1: Understanding concept of total quality management
As per the opinion of Bajaj, Garg and Sethi (2018), total quality management is a
management approach which help the company to achieve the long-term success through
customer satisfaction and retention. For example, Walmart Inc. uses the TQM practices within
the business in order to make a permanent positive climate for the employees so that their ability
to provide on demand products and services as per customers need and preferences. However, on
the other hand, the author, argued that implementing total quality management requires proper
demand planning, resources and time and also it takes years to show the result. This aspect of
TQM should also be consider by organization before making decision regarding the same.
As stated by Lameijer and et.al. (2021), the total quality management benefit the
company in the term of higher productivity, higher customer retention, higher customer
satisfaction, enhanced market image, increased job security and increased customer focus and
retention.
Theme 2: Total quality management practices uses by Walmart Inc.
According to the views of Sadeghi Moghadam, Safari and Yousefi (2021), the TQM practices
uses by Walmart Inc. within their organization is cross-functional training, leadership
commitment. Walmart organization provides training and development session to its employee
so that they can develop new skills and also learn time management during tight deadline and
peak demand of products and services. Further, the management of Walmart Inc. also think that
leadership commitment is the best practice of total quality management as leaders plays vital role
towards the enhance productivity and performance of business. Through proper direction and
guidance, the employee will able to put their 100% and also work harder in work load and high
demand of fashion products.
On the other hand, the Strawn, (2018), has stated that involvement of customer feedback
and information in decision-making process are the practice of TQM which is uses by Walmart
Inc. On the basis of author opinion, it has been identified that to collecting customer feedback

shows the value of opinion in order to ask by client regarding their problem or wants that can be
solved by company. Sheth, (2020) stated that to provide good quality of product to customer
helps to increasing the revenue of the firms by customer retention.
Chen (2019) stated that Walmart has recently announced that the quality of products and
services are is being used with the help of organisation’s supply chain and distribution centre in
order to reduces waste and increasing the quality of fresh produce.
Theme 3: Impact of total quality management practices over customer retention and satisfaction
of Walmart Inc.
As per the opinion of Jermsittiparsert, Namdej and Somjai (2019), the total quality
management is best for the company as it increases the customer retention and satisfaction level
the ultimate result of which the performance of the organization will get easily improved and
enhanced. With the help of TQM practices, the company such as Walmart Inc. has strengthened
its competitive position in the retail industry. Now the employee of Walmart Inc. able to work
hard even in the peak season where the demand of cloths is high or they also able to work in the
tight deadline because the company has aligned the personal goal of employee with the
professional goal.
On the other hand, the Chege, and Brown (2021), has stated that the impact of TQM
practices of Walmart Inc. has also leads to delivery of high quality products to ultimate
customer. The customer satisfaction rate as well as retention rate of Walmart organization has
continuously increased and has increased by 15% and 20% in previous year. This means that the
company has a strong customer base that purchase goods from Walmart hypermarket, discount
departmental stores and grocery stores. Company should hire personal training team for
production department which is very necessary to change the culture of the Walmart and then it
will focus more on customers’ satisfaction. If the company not focus on that the result will be
gain by competitors by offering high quality of product.
As per the opinion of Kalogiannidis (2021), with the implementation of total quality
management within the business, the company can enhance its performance and also keep their
customer satisfied with their quality products. Company spent large amount of money in order to
managing the role of leadership that is consider as backbone of any improvement strategy. This

also helps the organization for providing unity of purpose on the other hand it will establish the
direction of organisation. Also, it helps to creating the responsibility that are consist of creating
and maintaining the internal environments. Another impact of total quality management practices
over the Walmart Inc. is that their debtor’s collection period is improving year by year. It means
the customer of company are highly satisfied with the products and services that they pay their
dues to company on time or sometime earlier than the time specified.
This state that the company has a strong brand position in the eye of customer and people
prefer more Walmart as compared to its competitors Tesco and Sainsbury. It is because the
management of Walmart uses TQM practices within the organization.
Theme 4: Recommendation on total quality management practices that positively improve
customer decision making
It is also recommended to Walmart Inc. that they could adopt different strategies in order
to improve its total quality management practices because TQM plays vital role in improving
customer decision-making. As per the opinion of Pambreni and et.al. (2019), building a positive
and multi-culture environment for its diverse team will emphasized into quality improvement.
This means that due to positive workplace environment, the management of Walmart Inc. able to
enhance the total quality management of the company. Scheduling periodic internal audit of the
business is also one of the strategy which help the management of Walmart Inc. to improve its
total quality management. The internal audit is basically one of the excellent way to assess the
supply chain efficiency of the business and also regulatory standards.
However, the Bajaj, Garg and Sethi, (2018), has recommended that designing a robust
training program is also one of the strategy which enhance the total quality management
practices of business. Due to this, the company able to increase the employee productivity and
products quality. The impact of which company able to attract more and more customer.
4.4 Product or Service feasibility
The product or service feasibility analysis is a process of assessing whether the product
and services offer by the organization to its customer are suitable and reasonable to the customer
or not. The products and services offer by Walmart to their local as well as international

customer includes retail goods, photo services, pharmacy, financial services, wireless services
etc (Pham, 2020). Family apparel, automotive products, health and beauty products, home
furnishing, electronics, toys, pet supplies, jewellery etc. has also offer by Walmart Inc. to its
customer. In order to analyse the feasibility of the products and services offer by Walmart Inc. to
there organization, the scholar has used the two component of product/ service feasibility
analysis. The two components are as follows:
Product/ services desirability:
This is basically the first component of product/ service feasibility which state or affirm
that the goods and services offer by Walmart to its customer is desirable and serves a need in the
marketplace or not. As stated by author, the products such as family apparel, automotive, health
and beauty products offer by Walmart is highly desirable by the customer. It is because these
products are the basic need of the customer which comes under the daily requirement of the
consumers. Further, it is also analysed that Walmart organization offer its products and services
at reasonable price to its customer so that they can easily afford it. Also, these products and
services are real to the customer that's why the desirability of all the products of Walmart is high
in the local as well as international market (Abbas, 2020). In addition, the desirability of
Walmart products are high among customer because it is of high quality and produced without
harming natural resources and environment.
Product/ Service demand:
The second component of the product/ service feasibility analysis is product or service
demand. It is because demand plays vital role in the success of the organization. If the demand of
Walmart product increases, its customer base will increases and if customer base of company
will increase than its sales, reputation and image in the market will automatically increase. The
demand of the products and services of Walmart Inc (Prestiadi, Zulkarnain and Sumarsono,
2019). is high in the UK as well as international market because they provide it to the customer
at low price without compromising it with the quality. Another reason behind the high demand of
Walmart products and services is there product quality. It means the quality of products provided
by Walmart is high as compared to the products provided by its competitors such as Tesco,
Sainsbury, M&S etc. In order to maintain the quality of its product, Walmart organization
basically uses total quality management practices such as involvement of customer feedback and
information. It means before launching any product in the market, the marketing team of

Walmart uses following steps such as face-to-face communication with potential customers,
using social media sites to assess the demand of organization in the market (Kigozi, Ko and On,
2019).
4.5 Organization feasibility
The organization feasibility analysis is the process which is used to determine and study
the legal and corporate structure of a business (Khan, 2018). An organizational feasibility study
also includes the study about the owner background information such as education qualification,
skills etc. In order to study the organizational feasibility of Walmart Inc., the following
components has been involved which are as follows:
Description of Walmart Inc. business structure: A business structure is a legal
representation of the organization of business. There are basically five type of business structure
such as sole proprietorship, partnership, corporation, S corporation and limited liability
company. The business structure of Walmart Inc. involve corporations which result into limited
liability, quick capital and tax exemption (Pambreni and et.al., 2019). Walmart is basically an
American based multinational retail corporation that operates various chains of hypermarket,
discount departmental stores, grocery stores from the United States. Walmart has around 10593
stores and 24 clubs in more than 24 countries. The company under 48 names in the different
countries. Walmart is basically the largest corporation in the world by revenue with US$548.743
billion.
Description of Walmart Inc. organizational structure: The organization structure of
the company defines how the activities, tasks, coordination and supervision are directed within
the organization. The organization structure followed by Walmart Inc. is hierarchy organization
structure. This is basically most common type of structure. As per this organization structure, the
manager and team leader of Walmart organization able to define level of authority and
responsibility to its lower level employees or team member. In Walmart Inc., the chain of
command goes from top to down i.e., from CEO or manager to entry or low level employees.
Not only that, each employee of Walmart have one supervisor who guide the employees and
provide them direction (Brahmachary, Ahmed and Mia, 2018). The organization structure
followed by Walmart is best for them to keep their employees motivated with clear paths and the
chance of promotion in Walmart is high because they follow hierarchical organization structure.

Internal and external principles and practices of the business: This is another most
significant component which cover under the organization feasibility analysis. The internal
practices of Walmart Inc. involve work life balance, open communication and 360 feedback
practice to communicate with employee, fair recruitment and selection process, training and
development program to employee. Not only that, the internal practice of Walmart also includes
use of hardware and software to accomplish work (Suryanto, Haseeb and Hartani, 2018). Total
quality management is also one of the external practices used by Walmart to improve its
customer base and organization customer satisfaction and retention rate. The sustainable
development program is also one of the external practices uses by Walmart Inc. to improve its
brand image and reputation in the eye of customer, society and local community.
Professional skills and resumes: This component of organizational feasibility include
professional skills and qualification of owner of the organization. The owner of Walmart
organization is Sam Walton who have founded the company in the year 1962. The qualification
and skills of Sam Walton are as follows:
Sam Walton graduated from the university of Missouri with a degree in Economics. He
also entered a company management training program in Des Monies, Lowa. The skills of Sam
Welton includes self awareness, relationship building skills, the skill of motivating others,
leading change skill and enterprise basics (Gunasekaran, Subramania and Ngai 2019). Along
with this, the professional skills must be present in owner of Walmart is leadership skill,
communication, sales & marketing skill, negotiation skill, strategic planning and financial
management skills.
4.6 Financial feasibility.
The financial feasibility is a process to analyse the suitability of the company to use funds
and generate appropriate return on investment. In order to study the financial feasibility of
Walmart Inc., firstly it is important to understand that what process they will use to analyse its
new projects decision (Zaid and Baig, 2020). For example, Walmart Inc. in order to analyse
whether the new projects are suitable and feasible to them or not, uses the cost-benefit analysis.
The cost-benefit analysis is one of the best systematic process which is used by Walmart
organization to whether start its new operation in the new market or not.
The cost-benefit analysis of Walmart Electronic product are as follows:

Particulars Total (£)
Benefits
Revenue from sale of Jute cloths 150000
Total benefits 150000
Costs
Equipment’s 25000
Insurance 5000
Annual rent 12000
Legal expenses 1500
Consultancy fee 1200
Stationery 700
Cost of hardware and software 30000
Total cost 75400
Profit (Total benefit – total cost) 74600
Benefit cost ratio 1.99
On the basis of above analysis, it is identified that if Walmart Inc. if launch its Electronic
product in the local as well as international market, then they will earn the profit of 74600. This
indicates that company should launch its electronic product in the market because its benefit cost
ratio is 1.99.
Further, the company also uses cost-benefit analyses to identify and take decision on
whether the implementation of total quality management practices is beneficial for company or
not.
The cost-benefit analysis of Walmart Total Quality Management practice implementation
are as follows:
Total cost / Investment = £500000
Total benefit / profit = £250000

So, the return on investment is = 250000 / 500000 × 100 = 50%
On this cost and benefit analysis, it can be said that the financial feasibility of Walmart
Inc. is best and high because they use one of the best tool such as cost-benefit analysis to make
financial decisions. It is because the cost-benefit analysis is one of the best way to simplifies and
make complex decision in a project (Alzoubi and Ahmed, 2019.). For example, it helps the
management of Walmart Inc. that they should implement total quality management practices
within there organization in order to increase its customer satisfaction and retention level.
However, outlining financial risk of company is also best for understanding organization
financial feasibility. The financial risk of Walmart organization involve interest rate risk, foreign
currency risk and credit risk but Walmart company easily manage it with the use of advice
provided by risk management experts. Thus, this means that the overall financial feasibility of
Walmart is good.
4.7 Chapter summary
After summing up the above information and analysis, it has summarized that the total
quality management practices used by Walmart help them to increase their customer satisfaction
and retention rate. Further, this chapter has also summarized Walmart product/ service
feasibility, organizational feasibility and financial feasibility. This chapter has summarized that
the customer satisfaction level easily get improved if the company will implement total quality
management practices because customer wants quality products at reasonable cost. The
organization structure of Walmart is hierarchy while the business structure of Walmart is
Corporation has been also identified in this chapter of whole business project.

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