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Week 1 Discussion 1 Collapse
PART 1 PLEASE RESPOND IN 275 WORDS
Ã¢â‚¬Â¢From the e-Activity, analyze the role that customer service plays and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service. This is the video
Ã¢â‚¬Â¢Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples from each activity to support your position.
From the e-Activity, analyze the role that customer service plays and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service.
At Zappos, the excellent customer service that is provided is one of the key items that is keeping Zappos in business. The call center is full of personnel who enjoys their job and is very compassionate about what they do. The work environment is like a familly atmosphere, everyone is happy, individuals are working well together and can joke and have fun in the office while conducting business which is something the CEO encourages. For the employees, some of the things that is aiding to excellent service is training for the job, a graduation upon completion, free food(lunch) for all employees, even in the vending machines, free medical and dental coverage. There are core values that are supported by the job but most of all, he CEO offeres $2k to the individual/s who does not want to be apart of his team. For the consumer, you are receiving free shipping on all products and 365 day return policy.
Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples from each activity to support your position.
Of the OM Activity list, the best activities that describes Zappos are Supply Chain Management and Technology. I chose Supply Chain Management because Zappos is a firm that focuses on the physical flow of goods in a global network and has the goal of maximizing customer service and of course minimizing cost, delivery time and environmental impact. An example of this would be individuals working in the ware house packing shoes in boxes for delivery. I chose technology because of the packaging and shipping of goods.
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