Small Business Management

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The Zappos case study discussed the customer benefit package provided by the company, which includes free shipping in both directions, surprise upgrades, and a 360-day return policy. The company also prioritizes service encounters and service management skills to create superior customer experiences, such as providing overnight flowers to customers having a tough day. Additionally, the study highlighted the impact of operations management activities, specifically inventory management on the company’s success. Zappos began holding inventory to increase control over service quality and has since developed an automated inventory management system to scale the company’s growth.

Table of Content

Small business management
10am -12pm

Zappos case study

Case Questions for Discussion

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. (A)

General Management Pro
Value creation Process

Value creation Process
Customer Customer
Value creation Process
Wants & Perceived
Support Process
Needs Benefits
The customer benefit package Zappos provided to their customers is the” Deliver Wow through Service” for customers who ever order from Zappos , and they also provide free shipping in both directions for all their purchases and they often give customers free upgrade surprise and 360 return day policy.

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

The way Zappos create superior customer experiences is by making sure that their customers are all happy with their order including those customers that have brought the products pass the return date by providing them 365days policy, and also trained their works to be more implored to use their imaginations on customers that they feels has a tough day should be send an overnight flower to her door step the next morning. 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 the science and art of ensuring that goods and services are created and delivered successfully to customers.

OM Inventory management: Zappos it was with fulfillment out of their hands,faced with problems of control over service quality and began to hold inventory while suppliers became more comfortable with the idea of online retail. They continued to adapt this internal fulfillment model. By 2003, all shipments were made from their own inventory. Additionally, their inventory management system has developed into an extremely automated process, allowing them to more easily scale the company up to the size it is today (showing 2,851,610 products available for shipment on November 25, 2008).

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Small Business Management. (2016, May 18). Retrieved from

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