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

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.