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Zappos Case Study

851 words - 4 pages

Discussion Questions:
1. What is the business of Zappos and what are its critical success factors (CSF’s)? [lists]
• Business: Largest Online Shoe Retailer with fast efficient order fulfillment.

• CSF’s:
o Operational Excellence. Primary focus is selling a wide variety of shoes, but also sell other goods such as handbags, clothes and accessories
o Focus on customer satisfaction
o 4 week Employee training, will full pay
o Employee retention, Zappos offered the employees “the offer” after first week of training, which was a 3,000K payout if they chose to quit.
o Stocking of a vast inventory of all makes, styles, colors, and sizes, displayed and sold through the enabling power of ...view middle of the document...

0
• supplier extranet
• internet/Intranet
• LAN/WAN
• Hardware/Software
• ERP system
• Software and Hardware
sales/order processing • sales and marketing system
• POS System
• SCM system
• CRM system
• Call Center system
• SFA System
• PRM system • online, eCommerce,
• Web 2.0
• Supplier extranet
• Social media
• Hardware/Software
• Internet/intranet
• Network (LAN/WAN)
order fulfillment and distribution • Inventory control system
• Tracking system
• Warehouse management system
• Supply Chain management system
• Contract management system • online, eCommerce platform
• Web 2.0
• Supplier extranet
• Inventory Data management Database/servers
• LAN/WAN
• intranet/extranet
supply chain management logistics and warehousing • Warehouse management system
• Inventory management system
• Supplier procurement system
• Supply-chain management system
• Contract management system
• • LAN/WAN/Internet
• intranet/extranet
• online, eCommerce Platform
• Hardware/Software
• LAN/WAN
• Internet/intranet
• Supplier extranet
customer servicing • Customer Order processing system
• Customer return System
• Customer satisfaction system (complaints and feedback)
• Catalog system
• CRM system
• Contract management system • Online, eCommerce platforms
• Web content data servers
• Web 2.0
• Hardware/Software
• Social Media (twitter)
• LAN/WAN
• intranet/extranet
• Social media
human resources management • HR management system
• ERM system
• Training system
• Benefit system
• Financial management system
• Health and Safety Reporting system
• Intranet/internet
• LAN/WAN
• online, eCommerce,
• Employee cost/investment
• Hardware/software
• Social media
financial management • financial management system
• ERP system
• Contract management system
• Internet/intranet
• Supplier extranet
• LAN/WAN
• intranet/extranet
• Hardware/software

3. In what ways does the design of Zappos’ Web site and related services support its business...

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