Q)Describe a real and specific example of how operational excellence has created

Question

Q)Describe a real and specific example of how operational excellence has created or supported a company’s sustainable competitive advantage, preferably based on your own experience. What (operational) aspects worked best? Worst? What might have been done differently (operationally) to make it even better?

While attending Rust College in Holly springs Mississippi myself and some of my other friends from Chicago Illinois stumbled up on this five and dime store by the name of Wal-Mart. Back in 1990 we often thought to our self just how beneficial and profitable a store like this would be if it was to exist up north. The four of us were colleges students back then and could stretch a dollar so far in this store that it wasn’t funny. We know if our parents were to wire us money that we could take that money to Wal-Mart and make the money stretch by purchasing all of our necessary toiletry and perishable items. We would always leave this store with something that was not listed on our original list of items to pickup. The staff was so friendly and made you feel right at home maybe that is why we felt so at easy and spent our money freely on those inexpensive items including the ones we did not need. This store could do no wrong, and even as Holly spring welcomed its first dollar store which might seem to some as competition for Wal-Mart all four of us continued to shop at Wal-Mart over the dollar store which was actually located a little close to campus. Wal-mart continually posted lower prices for most of the same items that were being sold at the dollar store on a weekly basis.

Wal-Mart sold items that were more usefully and of a higher quality then the dollar store. Everyone was in uniform, dressed alike with brown slacks and dark blue tops. The management team was always visual able and willing to lend a hand. The cashier greeted me with a smile while I was forking over my money. The store was well lit and an inviting place to shop. The store valued chain management by posting the company mission statement of the franchise on the walls of the front of the store. All of the checkout lines were full in this high performance work place which ran like a fine oiled machine. I can say the same for the companies return lines that existed and almost wrapped around the store in most cased for customers that needed to return items back to the store.   

This process need to be better streamed lined to ensure efficient and effective customer service is given but not compromising the over all process. A process that has been replicated in other big box stores like Target and J.C Penny’s but was first originated at Wal-Mart.

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Explanation / Answer

Apart from stating that the staff being friendly something more is required to be added. May be the display layout of things, goods , products and or a staff member always available to help you to pick-up your needs, requirements, latest additions to the store, discounts, quality of products, general ambienance, other visitors to the store. May be at times not able to purchase due to out of stocks items and or time consuming billings, huge crowd and or absence of help from staff and or encountering some erratic and or annoying staff or some rudy uncontrolled visitors. No doubt Wal-Mart is considered to be one of the best in its area of operations but still there are at times faults found and or there exists scope for improvements.Appropriate mix of automation, technology and human touch may be further improved.

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