Service

Service

Fairleigh Dickinson University |
                                                  Service Operation Analysis |
Course: operation and supply chain management |
Instructor: Mel Stern |
Xiaotian Yuan |
ID: 1128334 |

                                                                                                                                                         
Description of the service
                    Zappos.com is a company sells various merchandising through their online store which currently based in Henderson, Nevada.   Zappos.com was officially founded d in June 1999, under the original domain name "ShoeSite.com." (Young, Marci May 4, 2009.) In 2008, Zappos reached one billion in annual sales, two years earlier than expected time. (Mitchell, Dan. May 24, 2008.) On July 22, 2009, Amazon announced that it bought Zappos for $1.2   billion stock and cash deal.(Lacy, Sarah July 22, 2009.) Now, the Zappos.com become one of the largest online shoe store.
          Zappos’ primary selling merchandising is shoes, which accounts for about 80% of its business.( Cheng, Andria June 11, 2010. ) In addition to an inventory of millions of shoes, the company has expanded its business to handbags, clothing, Accessories, sunglasses, watches, even electronics.   Zappos.com is famous for their extreme customer service. The company highlights their service to gain a lot of customers. The online store gives free shipping on all purchases -- both ways. Besides this, in order to encourage customers to order as many products as possible, Zappos.com offers free return shipping for a full 365 days. Further more, zappos.com stuff their call center 24/7 at anytime which enable customers to call about everything. Their call center takes 5,000 calls per day, and employees work independent of scripts, quotas, or call time limits.   Moreover, Zappos’ Warehouse operates 24/7 to deliver super-fast orders for the customers. (Mickiewicz, Matt.March 30, 2009.) Just...