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Unformatted text preview: Zappos.com, Inc. Case Study and Questions Discussion Questions: 1. What is the business of Zappos and what are its critical success factors (CSFs)? [lists] Business CSFs Operational Excellence Timeliness of shipment Variety of products Operations and Transaction Processing: Procurement of products Invoicing Warehousing and inventory control Taking orders On-line information processes Customization and personalization Shipment and return of products High cust retention Quality of products Excellent cust services Timeliness of shipm Convenience shopping online Unique com culture Collaboration suppliers and partn Functionality of websites Management and Control: Staff training/staff retention Location of warehouses Flows of products Forecasting demand of its products/forecasting the trend of fashion Customer retention Great working atmosphere for the employees Collaboration with suppliers and partners Design and improvement of website Innovation, Strategy and Corporate Learning: Interactions with customers via social media and web sites Acquisition by Amazon to utilize its advantages to grow prepared for MISM 2301 and MIS 3701 by A. Dedeke and rmk, 020612 Page 1 Zappos.com, Inc. Case Study and QuestionsZappos....
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- Spring '12