Operations Management and Value Creation Process

Topics: Operations management, Management, Customer Pages: 2 (329 words) Published: October 17, 2011
Draw and describe the customer benefit pack that Zappos provides. Identify and describe one primary value creation, one general management process you 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.

B) Explain the role of service encounters and service management skills at Zappos. How does 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 each OM activity in Exhibit 1.1 impacts 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...
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