Swot Analysis For Walgreens

A new innovative way to offer customer service in retail industry. (mPOS) Mobile Point of Sale system, will offer faster and customer oriented service. mPOS will help decrease wait times and long lines. mPOS offers service advantages to any customer paying by electronic payments; such as credit cards, debit cards and mobile payments. mPOS adds more customer service associates to the retail sales floor and less associates standing behind a counter. Also by reducing the wait time and offering more sales assistance, this action will improve customer service and survey scores. Brief Company Background Walgreens Boots Alliance, started as Walgreen in 1901. Opened by Charles Walgreen in Cedar Grove, Chicago it started as a pharmacy and malt shop

Its purpose is to champion everyone’s right to be happy and healthy.” (Walgreens.com, 2017)

Discussion of Business Problem According to the American Customer Satisfaction Index 2016, under Health & Personal Care stores category. Walgreens rank last in a 3 way tie with CVS and Walmart in customer satisfaction score of 76. (ACSI, 2016) Walgreens had only a 3% increase from 2015, compared to its main competitor CVS with a 7% increase from 2015. Its other main competitor Rite Aid scored a 78, with a 13% increase from 2015. Some of the lower trends being measured by ACSI were; speed checkout process, availability of products, courtesy/helpfulness staff and variety of items selected. (Fig. 1) (American Customer Satisfaction Index, 2016) Figure 1. American Customer Satisfaction Index 2016. Comparison of Health & Personal Care Store from 2015 to

Retail district manager will be responsible to relay the information to store managers. The store managers will relay the information to team members. Communication will include a launch date on when stores will be starting mPOS. Team members will also have to in store training. Team members will have to complete learning modules in store before using the new equipment. The store manager will take lead in their store to make sure the training and transition goes smoothly.

Technology or business practices used to augment the solution mPOS will have to be tested in piloted stores, in order to work any concerns during the early stages. Stores will then report any concerns by opening work order tickets. Stores will also recap any positive or negative feedback to district managers, who will then forward up to corporate. Walgreens will then collect all feedback and tickets by filtering into two categories. “What areas needs to be improved on?” and “Good ideas and feedback to augment mPOS”? Once the piloted stores are implemented into the new POS system and there are no concerning issues. Then the next step is to implement the new mPOS into more regions. The goal is to implement several areas at a time and once there are no concerns, then expand. Eventually all 8,100 Walgreens will be running mPOS handhelds in