Submitted by: Submitted by lv4uraqt
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Words: 875
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Category: Business and Industry
Date Submitted: 10/20/2014 11:52 AM
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.
Information of any type is a service so a call center interacts with customers and exchanges information, the Web site and pages itself are information-intensive and therefore are best defined as a service, not a physical good, etc. Zappos is an “on-line retailer” with a “virtual store.”
Primary processes Support Processes General Mgt. Process
Call center, order Training, hire, VPs of OPNS, IT, Mktg,
entry, fulfillment, picking, medical, salary, HRM, Finance,
inbound and outbound child care
shipping. inventory mgt.,
global sourcing and
purchasing, billing,
returns
2. Explain the role of service encounters and service management skills at Zappos. How does Zappos create superior customer experiences?
Service encounter and service management are defined in Section 3 of Chapter 1 so go over these definitions in class and apply to Zappos. Since service is one of the key premises of the company, service encounters with the web site (human customer-to-software) and with Zappo employees via the call center (human customer –to-human service-provider with superior service management skills) are the key to building and maintaining customer relationships (also could fit in a brief discussion of sustainability here). Remember Zappos is trying to “establish an emotional connection with all of its customers.” You can also use the service complaint and recovery example in the case to illustrate service encounter, service management skills, and employee empowerment capabilities, if class time permits.
3. Describe how any three of the OM activities in the box “What do Operations Managers Do?” impacts the management of both the goods that Zappos sells and the services that it provides.
Students might build a table somewhat like Exhibit...