Kmart's Ten Deadly Sins: How Incompetence Tainted an American Icon

by Marcia Layton Turner

Book Overview

An insightful look at how Kmart's management destroyed the company Kmart's Ten Deadly Sins spins an intriguing tale of the missteps of a retail giant who once had the industry in the palm of its hand... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0471435937
• ISBN13: 9780471435938
• Release Date: July 2003
• Publisher: John Wiley & Sons
• Length: 256 Pages
• Weight: 1.10 lbs.
• Dimensions: 1.0" x 6.3" x 9.3"

Customer Reviews

An excellent read!

If you're into retail marketing in any capacity, you owe it to yourself to read this book. At least twice. It's that good. (Marcia, if you read any of your reviews, I want to know you wrote a fantastic, easy to read book. One of my favorites. Thank you!)

All lights were clearly out at this company's corporate HQ

Kmart debuted around the same time as other American discount retailers, but while they constantly adapted to changing times and styles to keep their relevancy, Kmart luxuriated in a 1970's/early 1980's holding pattern regarding customer shopping and store decoration. Insisting that discount shopping meant 'cheap' (despite the numerous negative connotations within American culture) Kmart itself turned American shoppers off from spending their money in these stores. Disaffected shoppers then began turning to the other discount stores. Things became so bad that 'store brands' (usually a godsend for thrifty shoppers) were pulled only because of name stigmatization. It is a bad omen when a store is ashamed of it's own brands. Kmart actually was unable to figure out why it's clientele base shrunk while Wal-mart and Target respectively grew into the powerhouses of today. By the 21st century, the only people really in love with Kmart's business decisonmaking were the executives who apparently got paid no matter what bad decision they fastened the company to. After reading this scathing-but fair indictment for myself, I also am amazed nobody from the inside was concered about the shortcomings. The early 1990's 'Big K' concept failed because the company merely put a new sign on the same dinky and dingy stores of yesterday. Constructing more new stores AND a new training program would have made the critical world of difference. In a Kmart as late as 2003, I was openly taken aback by the dirty floor and cluttered layout. I had honestly chalked that one 'current' experience up to the 'back to school' rush, but if most of the stores in a company are in this condition---there are very big management problems. No amount of downsizing or 'new' brand introduction can bail out a company with such obvious disgust for customers.

Very Interesting Analysis

I read this book with interest from both the perspective of a consumer and a business person. As a consumer, I stopped shopping at KMart a long time ago. This book gave me the understanding of how the customer service at KMart ended up being such a low priority to a retailer when it should have been the highest priority. As a business person, it was fascinating to read about one more example of how egos in Corporate America can cause the downfall of an established institution. A recommended read...

Well researched, well written. Well Worth Reading.

When I picked up this book, I expected to find some interesting insights into why KMart, once so widely known and popular, ran into all its problems. A company whose stores were once part of the American landscape and whose blue light specials were exciting mini-events, spun into bankruptcy on January 22, 2002. What happened?I looked at the author's credentials and, frankly, was a bit dismayed that she was author of "The Unofficial Guide to Starting a Small Business." Even though the title is described as a best-seller, I questioned whether such an author would be able to produce the kind of study that the K-Mart subject demands. Looking further through the book, I discovered that my concerns were totally unfounded. This book is quite well researched, as evidenced by the abundant footnotes at the end of each chapter. Turner lists, in her acknowledgements, some of the people she conferred with in putting this book together. Impressive. Almost academic. The book begins with two features I appreciated. One was a chapter, called the introduction, which effectively sets the stage for the in-depth look at what happened... and why. The other feature is a time line that includes progressive events at Kmart and at Wal-Mart. A fascinating fact to ponder is that Kmart and Wal-Mart were started in the same year. Throughout the book, Turner interweaves and compares the strategies-and implications-of Kmart, Wal-Mart, and Target, as well as other retailers. This approach adds value to this book for every retailer-every business leader-who designs strategy with anticipated results. The bibliography and comprehensive index make this book a most usable tool.A chapter is devoted to each of the Deadly Sins: Brand Mismanagement, Lack of Customer Knowledge, Underestimating Wal-Mart, Lousy Locations, Ignoring Store Appearance, Technology Aversion, Supply Chain Disconnect, Lack of Focus, Strategy du Jour, and Repeating the Same Mistakes. You'll learn about strategic blunders, tactical mismanagement, and operation deficiencies that crippled the potentially powerful chain retailer. Details even go down to the level of describing how insufficient staffing levels in the stores confounded efforts to keep the aisles clear of incoming merchandise, let alone serve the customer. While you'll shake your head numerous times as you read this educational and insightful book, you'll gain new perspectives and cautions in the way you run your own business and life. Highly recommended.

Good Book with Some Frustrating Shortcomings

Marcia Turner does an excellent job of laying out what KMart has done wrong over the years and builds a very convincing case, citing mostly secondary sources such as retail trade journals. The writing is clear and lively, but the "10 Deadly Sins" idea is rather tentatively executed. Many chapters discuss multiple sins, and partly because the entire history of the company has to be addressed in each chapter there is a fair amount of repetition.But for me, the most frustrating thing about the book is that it is entirely an outsider's perspective. Turner does such an excellent job of documenting Kmart's persistent stupidity over many decades that at some point you want to hear from an insider to answer the question "what could they have been thinking?"A particular strength of the book is laying out the competitive landscape of discount retailing. One major unanswered question (which, granted, would be very difficult to answer) is how big a role pervasive corruption has played in Kmart's decline. The conviction of a senior real estate executive for bribery indicates that self-dealing in the company may have gone back much further than the executives who put the company in bankruptcy.