HUMAN RESOURCES BALANCED SCORECARD FOR WAL-MART

HUMAN RESOURCES VISION

Providing a low cost leadership and achieving an operational efficiency
CUSTOMER PERSPECTIVE
Customer needs ought to be served through a low cost strategy. Customer is the king.

STRATEGIC OBJECTIVES
Objective: Improve Customer Satisfaction
Description: Meet and exceed customer expectations.
Actions:
Define services and validate our customers expectations
Develop operational standards
Selecting employees whose KSAs and individual goals are in
alignment with business objectives
Rewarding employees for their innovation that promotes low cost
strategy.

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PERFORMANCE MEASURES

Measures:
Generating a brigade of loyal customers

FINANCIAL PERSPECTIVE
To satisfy our customers and stakeholders, what financial objectives must we accomplish?

STRATEGIC OBJECTIVES
PERFORMANCE MEASURES
Objective: Reduce Certain HR Related Costs
Description: Identify areas of opportunity and implement methods to reduce costs
Actions:
Measures:
Reduce turnover costs
Turnover Rates (differentiated by years of service, job
classification, etc.),
Reduce absenteeism
Absence Rate
Reduce workers comp costs

Workers comp payroll rate

Engage staff to identify areas of opportunities

Lost work day rate

Objective: Enhance the value and return on HR investment

Description: Provide high value business focused HR services to continue to be efficient in low cost strategy.
Actions:
Measures:
Providing training facilities to the employees so as to enhance
Return on Investment measures
employees innovation and promote low cost measures in the
company
Train the employees to treat customers as their Kings.
Cost of training
Provide incentives and health care facilities so as to prevent dissent
Cost of benefits
amongst the employees

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INTERNAL PERSPECTIVE
To satisfy customers, which internal business process they excel in?
STRATEGIC OBJECTIVES

PERFORMANCE MEASURES

Objective: Improve employee satisfaction with walmart as an employer

Description: Improve overall employee satisfaction
Actions:
Measures:
Continue effort to brand Walmart as a great place to work

Select Staff Opinion Survey item(s)

Pilot effective strategies within Walmart to improve satisfaction

Select turnover data

Objective: Improve employee commitment

Description: Improve employee willingness to stay and actively contribute to the organization
Actions:
Measures:
Identify key commitment drivers
Select Staff Opinion Survey item(s)
Develop plans to affect positive change
Objective: Strengthen Rewards & Recognition Program
Description: Develop and enhance rewards and recognition programs to effectively motivate workforce
Actions:
Measures:
Reward the highly innovative employees who promote low cost
Staff Opinion Survey results
strategies of the company.
Assess and communicate best practices
Enhance how-to information for rewards & recognition
implementation

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Objective: Strengthen recruiting & hiring of the right person, in the right job at the right time
Description: Continue to develop and enhance effective recruiting methods to optimize the selection and success of new hires
Actions:
Measures:
Identify key attributes of working successfully at Wal-Mart
Turnover
Utilize technology more effectively for recruiting and screening
applications
Integrate good employer story and branding efforts into recruiting

Customer Satisfaction Survey

Objective: Workforce Planning

Description: Develop and implement methods to plan for and proactively meet future staffing needs
Actions:
Measures:
Create and implement workforce planning tools.
Turnover
Analyze turnover data

Time to fill
Completed Actions

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LEARNING & GROWTH PERSPECTIVE

To achieve our goals, how must WAL-MART learn and innovate?
STRATEGIC OBJECTIVES
Objective: Enhance HR Staff knowledge & skills in strategic areas
Description: Train HR staff in key focus areas
Actions:
Identify skills, measure gaps, develop learning tools and plans
Train the HR staff to motivate the employees to perform and reduce
dissatisfaction amongst the employees. EMPLOYEE
ENGAGEMENT PRATICES.

PERFORMANCE MEASURES

Measures:
HR Skills Learning Plan

Courses Delivered
Validate HRs Competency

Objective: Create, model performance management & communication best practices in HR

Description: Continue to develop, enhance & share with the campus best practices in communication and performance management
Actions:
Measures:
Enhance individual expectations to align with the strategic plan & the
Staff Opinion Survey Scores
incentive plan
Enhance & implement existing communication plans with HR staff
Periodic Web Survey of HR population
Create an implementation plan to model best practices

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AREAS FOR IMPORVEMENT

How to further develop the practices of WAL-Mart so as to reduce the issues related to HRM ISSUES at Walmart?
STRATEGIC OBJECTIVES
Objective: To avoid HRM issues at Wal-Mart
Description: To avoid legal and other HR issues at WALMART
Actions:
Better work conditions by providing them with sufficient vacations,
lunch breaks during their working hour spread, sufficient benefits
package and so on.
Remove the anti union stance so as to inculcate compliance
amongst the workers.
To improve affirmative action measures in the company and diversify
the company more.

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PERFORMANCE MEASURES

Measures already adopted:

Improvement in healthcare benefits at workplace
Have adopted that strategy in China.
Have adopted that in few Wal-Mart stores in USA.
(needs more improvement)