Operation Management

Conwi, Khristna Eve G. Policarpio, Herrick

Fetizinan, Marivic

Salazar, Ruella

Barameda, Mae Airish B.

1. Draw and describe the customer benefit package that Zappos provides. Identify and describe one primary value creation, one support, and one general management process you might encounter at Zappos.

- The customer benefit package from Zappos to customer is called “Deliver WOW through service.” As a value creation, customers can get their all purchases very fast by free shipping in both directions. Zappos offer a customer not only free shipping in both direction but also a 365- day return policy.

- For a support process, they sell a very large variety of shoes from almost major brands. The other thing is that they never outsourced their call center, because they consider the function of call center is very important. The reason why the call center is very important for them is that most of Zappos’s transactions occur through the web. As mentioned above, Zappos offer free shipping in both directions, so the telemarketers encourage customers to order more than one size. They often suggest a competitor’s shop when they do not have a product that the customer wants. To support their customers, the employees are trained to use their imagination.

- As a general management system, they use sophisticated system called ‘Genghis’.

2. Explain the role of service encounters and service management skills at Zappos. How does Zappos create superior customer experiences?

- Their effort for customer’s satisfaction is called “Deliver WOW through service.” To create a superior customer experience, they have been many things. First of all, they provide not only free shipping in both directions but also a 365- day return policy. Customers do not have to worry about shipping fee and inconveniences from return process by using Zappos. They also focus on the function of the call center. To satisfy the customer, Zappos never outsourced their call center, which means they do...