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Daniels Fund Ethics Initiative
University of New Mexico
http://danielsethics.mgt.unm.edu
Home Depot Implements
Stakeholder Orientation
INTRODUCTION
When Bernie Marcus and Arthur Blank opened the first Home Depot store in Atlanta in
1979, they forever changed the hardware and home-improvement retailing industry.
Marcus and Blank envisioned huge warehouse-style stores stocked with an extensive
selection of products offered at the lowest prices. Do-it-yourselfers and building
contractors can browse among 40,000 different products for the home and yard, from
kitchen and bathroom fixtures to carpeting, lumber, paint, tools, and plant and
landscaping items. If a product is not provided in one of the stores, Home Depot offers
250,000 products that can be special ordered. Some Home Depot stores are open
twenty-four hours a day, but customers can also order products online. Additionally, the
company offers free home-improvement clinics to teach customers how to tackle
everyday projects like tiling a bathroom. For those customers who prefer not to “do it
yourself,” most stores offer installation services. Knowledgeable employees,
recognizable by their orange aprons, are on hand to help customers find items or to
demonstrate the proper use of a particular tool.
Currently, Home Depot employs more than 371,000 people and operates over 2,200
Home Depot stores in the United States, Mexico, Puerto Rico, China, the Virgin Islands,
Guam, and Canada. It operates four subsidiaries: Home Depot International Inc., Home
Depot USA, Inc., HD Development of Maryland, Inc., and Interline Brands. The company
is the largest home-improvement retailer in the world, with over $78 billion in
revenues. Home Depot continues to do things on a grand scale, including putting its
corporate muscle behind a tightly focused social responsibility agenda.
MANAGING CUSTOMER RELATIONSHIPS
In 2006 John Costello was the Chief Marketing Officer, or “Chief Customer Officer,” as he...