Process Structure
Walmart provides both goods and services. It also utilizes a hybrid office structure, because it uses both front and back offices. An example of the front office structure within Walmart are departments such as vision center and the hair salon, as for customer contact is high as well as an ability to customize services to their customers' needs. A back office includes inventory and storage's maintenance which is tailor to high volumes, standardized products, and standardized design throughout stores in the United States.Customer Involvement
Customer involvement is low when it comes to the purchasing of goods. Customers do not have much of an input as to what products are stocked on the shelves. On the other hand, customer involvement is high when it comes to the services provided in Walmart such as the vision and hair salon. Although customer involvement can be high and low, employees on the floor of the store have high customer contact, as they are frequently approached by shoppers with questions.
Resource Flexibility
High flexibility is shown through their flexible workforce and equipment. Although employees are trained to be specialized in a department, employees are also cross-trained to be able to perform tasks across all departments when needed. Equipment is generalized and able to handle a wide variety of products and is simple enough to be used by all employees.
Capital Intensity
Walmart's capital intensity is moderate. They have some highly specialized machines that they use however they rely heavily on their employees. Although they utilize technology their employees do not have to be highly educated or trained to use them. Cashiers do not have to be highly trained for the information system to work efficiently. Equipment like hand scanners and such are not hard to adapt for new employees in training. Some of the skills Walmart values most in their employees is their interpersonal skills so that they are able to help any customer in need.
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