BUSINESSWEEK ONLINE : SEPTEMBER 4, 2000 ISSUE
THE CORPORATION Fixing Kmart's Problems New CEO Charles Conaway's game plan PROBLEM: Poorly run stores, inventory snafus THE FIX: Toss out complex processes and spend $2 billion on new technology to improve flow of goods to store shelves PROBLEM: Lack of customer focus THE FIX: Introduce 24-hour customer-service centers. Reward employees for superior service PROBLEM: Muddled ads, unclear marketing message THE FIX: Offer fewer promotions and step up private-label brands such as Martha Stewart and Sesame Street DATA: BW _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _					RELATED ITEMS A Kmart Special: Better Service CHART: Kmart's Comeback Fizzles TABLE: Fixing Kmart's Problems ``It Doesn't Get Any Bigger Than This'' RESUME: Charles ``Chuck'' C. Conaway INTERACT E-Mail to Business Week Online

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