18-16 Describe how McMillon acted as a change agent in this situation. (main point and eleboration for mind map)

CASE INCIDENT 1 Sprucing Up Walmart For more than half a century, Walmart has prided itself on dress code, store music, and even store temperatures. So providing value to customers by heing a low-price leader clothing rules were relaxed, more variety in music was But the consumer mindset is changing. Now "value" also introduced, and thermostats were adjusted. The company means convenience, case of finding what you want, and hopes improving employee morale will translate into a the ability to get exactly what you want when you want it. better experience for customers, thereby changing some Nationwide dollar-store chains often have lower prices than of the negative images. Walmart, so that point of competitive advantage is fading. Walmart's Web presence was another target for big And thanks to Amazon.com and other online retailers, changes. Amazon is the store's biggest competitor, and consumers can shop from home whenever they like, com- McMillon wanted to offer customers more items, pickup pare prices, and know immediately what is available options, and ways to meet their needs and demands---for Contrast this with the experience many Walmart shop example, an online grocery ordering service. This means pers previously had when they entered a store-low inven- a new way of thinking about marketing and inventory tory, disorganized aisles, unhelpful staff, and an overall across the board. depressing atmosphere. The company's online presence McMillon was able to see how consumers have changed was about the same. The site was difficult to navigate, and not only what they want but also the way they want it attempts to search for products were frustrating at best whether from the hands of happy employees or with and more often fruitless. the simple click of a mouse. The question remains: Will Named Walmart's CEO in 2014, Doug McMillon set his actions be enough to change the way consumers see out to change this situation. "What people think about Walmart? the company is important," he noted. And at the moment, people weren't thinking about value and low prices when Questions they thought about Walmart. McMillon enacted a number 18-14. What key factors do you think prompted Walmart to of changes. First, the company had eamed a reputation change? Do these factors exemplify the change pres- of treating its store employees poorly-low wages, few sures discussed in the chapter? Why or why not? benefits--while profits were in the billions of dollars, so 18-15. What results from Walmart's changes do you Walmart announced it would increase its minimum wage. predict Second, the company asked for and paid more atten- 18-16. Describe how McMillon acted as a change agent in tion to employee feedback. Recurring issues included the this situation