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Zappos Case study

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Zappos Case study
MISM 2301
Zappos Case Study
1. What is the business of Zappos and what are its critical success factors (CSF’s)? [lists]
Business
Online shoe shop
Ecommerce Shoe business
Operational Excellence
Business Processes
Website management
Financial management
Order fulfillments
Supply chain management
Customer relationship management
Human Resources
Critical Success Factors
Timeliness of delivering products
Wide variety of shoes
Best selection of shoes available anywhere online
Own warehouse
Vast product mix
Free deliveries
Fast deliveries (4 days guaranteed)
Free returns (365 day return guarantee)
Fulfillment center
Customer service
Employee training
Worker retention process (ensures commitment)
Interactive customer community
Complete and efficient website
2. Please complete the following table. Identify the key information systems and the related IT infrastructure investments that enable Zappos’ core business processes:

Core Business Process
Information Systems
IT Infrastructure sales/order processing transaction processing system
Inventory management system
Ecommerce processing system online, eCommerce Platform online, eCommerce Platform supplier extranet order fulfillment and distribution
Product delivery information system
Inventory management system
Warehouse distribution management system
Customer procurement System
Online, eCommerce platform
Inventory Management data servers
Warehouse info data servers
Distribution system servers supply chain management logistics and warehousing
Warehouse management system
Inventory management system
Warehouse procurement system (from suppliers)
Supply chain data servers
Inventory management servers
Supplier extranet

customer servicing
Customer relationship management system
Customer return processing system
Customer issues management system
Web content data servers
Online, eCommerce platforms
Customer Information systems human resources management
Employee
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