Corporate Culture Zappos’ employees live by a set of core values. First among these was that the employees were encouraged to create a fun atmosphere at work. For example, the staff could dress in funny costumes. They could bring their pets to work and organize entertaining events during office hours. All these activities were intended to maintain a creative and open atmosphere in the work place, and a sense of “coolness.” For his part, Swinmurn was very much part of this fun culture, communicating with the company via blogs and Twitter. Overall Zappos’ corporate culture celebrated and embraced diversity and each worker’s individuality. Even with all the fun, the firm achieved considerable business success. Sources: Corporate websites an Twitter account, Zappos. Cortada, James W., Lesser, Eric and Korsten, Peter J., "The business social business," IBM Global Services, 2012 King, Henry, “5 Ways That Standardization Can Lead To Innovation,” FastCompany, August, 3, 2011. prepared for MISM 2301 by A. Dedeke and rmk, md rev’d Spr 2014 Page 3
Case Study Case Questions: 1.List and describe the application software (front end) supporting the respective businessprocess and the IT infrastructure (back end) enabling the application software. 2. Describe the role the Zappos’ Web site and related services play in supporting its customer intimacy and operational excellence business objectives. Your answer should address the websites design (content, layout, and functionality). e-Commerce website: -Quick and accurate order processing and speedy delivery of product -Offers vast selection of shoes -Customer reviews on individual products allowing product transparency Twitter: -Builds online community among employees (corporate culture) and customers (loyalty) -Used as effective of mass advertising without having to pay, using customers to sell the Zappos brand Call Center: -Calls are neither scripted nor timed allowing customers to fully create a relationship beyond a single transaction -Highly values customer intimacy prepared for MISM 2301 by A. Dedeke and rmk, md rev’d Spr 2014 Page 4
Case Study prepared for MISM 2301 by A. Dedeke and rmk, md rev’d Spr 2014 Page 5
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- Summer '15
- Brian Siembor
- The Ambassadors, web site, Zappos.com