Home Study tools My courses My books My folder Find solutions for your homework Career Life Search home / study / business / operations management / operations management questions and answers / your task: the zappos case study can be fo… Post a question Answers from our experts for your tough homework questions Enter question Question: Your Task: The Zappos Case Study can be found on page 25 o… Your Task: The Zappos Case Study can be found on page 25 of your textbook. Continue to post 1 question remaining Just answer questions from photo of case study: Retyped below: 1.) Draw and decribe the customer benefit package that Zappos provides. Goods? Services? Digital Content? Who manufactures the physical goods? Who is responsible for the quality and delivery of the physical goods? 2.) Identify and descrive the primary, support, and general management processes needed to execute a customer order at Zappos My Textbook Solutions Instant access to step-by-step solutions fo textbooks 3.) Descrive how any three of the OM activties in the box "What do operations managers do? impact the management of both the goods that zappos sells and the services that it provides. 4.) Explain how this case illustrates each of the seven major differences between goods producing and service providing businesses. Add a textbook Add a textbook Add textb Home Study tools My courses My books My folder Career Life Show transcribed image text Expert Answer Anonymous answered this 172 answers Was this answer helpful? 7 Answer- 1 Customer benefit packages are – Delivering WOW through service Free shipping in both directions on all the purchases Faster shipping to the customers 365-day return policy Very humble customer service Occasionally surprise perks Customer service standards Provides value for money product Physical goods are manufactured by other branded stores & they have kept in Zappos.com to sale their goods with some margin amount. Quality & delivery will be held responsible with Zappos only & Zappos is answerable to both the terms if lacking somewhere. 2) After receiving the customer order, the process of delivery starts. So initially checking the availability of the product, once product is confirmed then checking the required quantity of the product, after this indent is to be made to process the order then indent has been given to warehouse, now warehouse person will take out the product in the basis of indent, warehouse person will hand over the material to the packing staff who packs the product. After packing the product, the product is being shipped & then hand over to courier person then product reaches to the nearest hub & then from there, reaches to the customer. 3) Initially company has problems with the inventory of the products & which is happened due to the quality issues observed by the customers & hence complaints ratio got increased. They are referring to internal fulfillment model. After some time, they have this inventory management in place as everything was automated so inventory was more stable & giving good returns. There were some problems related to quality of the product which has been worked out for some period of time & after doing some experiments, quality has been improved. Comment 4) Goods producing & service providing businesses are two different entities. Producing goods means everything is associated with the product starting from the purchase of raw material & making the product & then finally providing the on-time delivery to the customers. Service providers must take care of the fact that on-time delivery is the only thing by which customer pleased so accordingly they have to maintain the level of customer service whereas product making organization has to focus on the quality oriented product & cost optimization part along with the delivery part. So there is lot more to do in terms of making the product & doing on-time delivery. After sales service also plays very important role in terms of giving the customer service so one should be prompt while making the commitments. 1 Home Study tools My courses My books My folder Career Life Practice with similar questions Q: Your Task: The Zappos Case Study can be found on page 25 of your textbook. Just answer questions from photo of case study: Retyped below: 1.) Draw and decribe the customer benefit package that Zappos provides. Goods? Services? Digital Content? Who manufactures the physical goods? Who is responsible for the quality and delivery of the physical goods? 2.) Identify and descrive the... A: See answer Questions viewed by other students Q: Zappos (www.zappos.com) is a Las Vegas based online retailer that has been cited in fortune’s list of the Best Companies to Work for and Fast Company’s list of the world’s most innovative company. The company’s first core value is “deliver through service,” which is obvious if you’ve ever ordered from Zappos. It provides free shipping in both directions on all purchases. It often... A: See answer 100% (2 ratings) Q: Zappos Case Study 1. Draw and describe the customer benefit t package that Zappos provides. Identify and describe one primary value creation, one support, and one general management Process you might encounter at Zippos. 2. Explain the role of service encounters and service management skills at Zappos. How does Zappos create superior customer experiences? A: See answer Show more COMPANY LEGAL & POLICIES CHEGG PRODUCTS AND SERVICES CHEGG NETWORK CUSTOMER SERVICE © 2003-2022 Chegg Inc. All rights reserved.
