Zappos

Description

For this assignment, you will need to read the Zappos Case Study in Chapter 1, on pages 25 and 26 of your textbook. Then, answer the case questions for discussion at the end of the case.

What is this case about?
The Zappos Case Study introduces the customer benefit package (CBP) framework and the lesson that each good and service in the CBP has a process that creates it and delivers it to customers.
What are you asked to do?
The case asks you to draw the CBP and identify one primary support, and general management process. You must also think about manufacturing/production encounters and service management skills. Finally, build a table like Exhibit 1.1 in the text to begin to understand OM activities for the goods and services applied to Zappos’ business.
What is the desired outcome?
To introduce you to the concepts of CBP processes, service encounters, and service management skills and the nature of OM activities for goods and services.