Prepare an in-depth analysis of four case studies during the semester. Here are some guidelines: This is an indi
Prepare an in-depth analysis of four case studies during the semester. Here are some guidelines: This is an individual assessment, which is a part from your course score. It requires effort and critical thinkingAnswer all the questions listed below for each case.The ‘answers’ to the questions are best formulated by reviewing the case and the reading materials up and including the current week in the course.The questions are worded to help you apply the readings to the case, so don’t limit yourself to the case’s terminology and perspective. The best analysis will abstract the case content by applying the reading materials to draw broader lessons about the material
Management Information System MIS 201
Case Study -4-Assignment
Course: MIS 201
Student name:
Academic Year: 1439-1440
Students number:
Semester: 2nd
student grade: (out of 5)
Section: 22639
Level of the Mark:
Instructor Name:
Dr.Gokulkumari Govindasamy
Signature
Mark
Case Study-4-Assignment Details
Prepare an in-depth analysis of four case studies during the semester. Here are
some guidelines:
•
This is an individual assessment, which is a part from your course score. It requires
effort and critical thinking
•
Answer all the questions listed below for each case.
•
The ‘answers’ to the questions are best formulated by reviewing the case and the
reading materials up and including the current week in the course.
•
The questions are worded to help you apply the readings to the case, so don’t limit
yourself to the case’s terminology and perspective. The best analysis will abstract
the case content by applying the reading materials to draw broader lessons about
the material
Case Study 4: Zappos
1) Define SCM and how it can benefit Zappos. (1 Mark)
2) Explain CRM and why Zappos would benefit from the implementation of a CRM
system. (1 Mark)
3) Demonstrate why Zappos would need to implement SCM, CRM, and ERP for a
connected corporation. (1 Mark)
4) Analyze the merger between Zappos and Amazon and assess potential issues for
Zappos customers. (1 Mark)
5) Propose a plan for how Zappos can use Amazon’s supply chain to increase sales
and customer satisfaction. (1 Mark)
Due Dates
Case Study
Date of release
Due date of submission
from the students
4th
End of 10th Week
End of 12th Week
Case Study 4: Zappos
Tony Hsieh’s first entrepreneurial effort began at the age of 12 when he started his own
custom button business. Realizing the importance of advertising, Hsieh began
marketing his business to other kids through directories, and soon his profits soared to
a few hundred dollars a month. Throughout his adolescence, Hsieh started several
businesses, and by the time he was in college he was making money selling pizzas out
of his Harvard dorm room. Another entrepreneurial student, Alfred Lin,bought pizzas
from Hsieh and resold them by the slice, making a nice profit. Hsieh and Lin quickly
became friends. After Harvard, Hsieh founded Link Exchange in 1996, a company that
helped small businesses exchange banner ads. A mere two years later, Hsieh sold Link
Exchange to Microsoft for $265 million. Using the profits from the sale, Hsieh and Lin
formed a venture capital company that invested in start-up businesses. One investment
that caught their attention was Zappos, an online retailer of shoes. Both entrepreneurs
viewed the $40 billion shoe market as an opportunity they could not miss, and in 2000
Hsieh took over as Zappos’ CEO with Lin as his chief financial officer.
Today, Zappos is leading its market and offering an enormous selection of more than
90,000 styles of handbags, clothing, and accessories for more than 500 brands. One
reason for Zappos’ incredible success was Hsieh’s decision to use the advertising and
marketing budget for customer service, a tactic that would not have worked before the
Internet. Zappos’ passionate customer service strategy encourages customers to order
as many sizes and styles of products as they want, ships them for free, and offers free
return shipping. Zappos encourages customer communication, and its call center
receives more than 5,000 calls a day with the longest call to date lasting more than
four hours. Zappos’ extensive inventory is stored in a warehouse in Kentucky right
next to a UPS shipping center. Only available stock is listed on the website, and
orders as late as 11 p.m. are still guaranteed next-day delivery. To facilitate supplier
and partner relationships, Zappos built an extranet that provides its vendors with all
kinds of product information, such as items sold, times sold, price, customer, and so
on. Armed with these kinds of details, suppliers can quickly change manufacturing
schedules to meet demand.
Zappos Culture
Along with valuing its partners and suppliers, Zappos also places a great deal of value
on its employee relationships. Zappos employees have fun, and walking through the
offices you will see all kinds of things not normally seen in business environments—
bottle-cap pyramids, cotton-candy machines, and bouncing balls. Building loyal
employee relationships is a critical success factor at Zappos, and to facilitate this
relationship the corporate headquarters are located in the same building as the call
center (where most employees work) in Las Vegas. All employees receive 100 percent
company-paid
health
insurance
along
with
a
daily
free
lunch.
Of course, the Zappos culture does not work for everyone, and the company pays to
find the right employees through “The Offer,” which extends to new employees the
option of quitting and receiving payment for time worked plus an additional $1,000
bonus. Why the $1,000 bonus for quitting? Zappos management believes that is a small
price to pay to find those employees who do not have the sense of commitment Zappos
requires. Less than 10 percent of new hires take The Offer.
Zappos’ unique culture stresses the following:
1. Delivering WOW through service
2. Embracing and driving change
3. Creating fun and a little weirdness
4. Being adventurous, creative, and open-minded
5. Pursuing growth and learning
6. Building open and honest relationships with communication
7. Building a positive team and family spirit
8. Doing more with less
9. Being passionate and determined
10. Being humble
Zappos’ Sale to Amazon
Amazon.com purchased Zappos for $880 million. Zappos employees shared $40
million in cash and stock, and the Zappos management team remained in place.
Having access to Amazon’s world-class warehouses and supply chain is sure to
catapult Zappos’ revenues, though many wonder whether the Zappos culture will
remain. It’ll be interesting to watch!19
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