Operations Management

Unit 1

Case Study

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 benefits package that Zappos offer is delivering the “Wow’ factor through their service for all of their customers. They provide free shipping in both directions. They may also give a free unexpected upgrade along with a 360 day return policy.

| Primary Value Creation | Support | General Management Process |

Identify | Return policy | Call Center | Trusting their employees to Wow the customers |

Description | By giving a 365 day return policy will make the value of the product seem more valuable to the customer. | Keeping the call center in the United States, Letting the call center use their own imagination to Wow the customer | By trusting the employees to wow the customer’s gives the employee the feel that they are an important part of the company’s success. |

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

The way Zappos role of great customer service is to make sure all the customers are satisfied with the way the company conducts business. By offering the 1 year return policy also helps with both service encounter and service management. By employees using their imagination on how to Wow the customers by sending flowers if they feel the customer just needs a little pick me up.

3. Describe how any three of the OM activities in the box “What Do Operations Managers Do?” impact the management of both the goods that Zappos sells and the services that it provides.

Operations Management is to products and services are delivered successfully to customers and that they are satisfied. They fulfill all of their orders internally. They use their own inventory.

Unit 2

Discussion Questions

4. Explain why it is...