httpwwwyoutubecomwatchvtFyW5s7ZWc Watch the video link and D

http://www.youtube.com/watch?v=tFyW5s_7ZWc

Watch the video link and Discuss the video as it relates to the managing processes.

Solution

The company Zappos is focusing on providing the work culture which resembles like a family where each member is treated as a member of a family and there is a close bonding among the employees. The company has a very nice return and free shipping policy. The customer can have the return of product within 365 days of purchase. The customer can either replace or ask for the refund. The shipping of the product is done free of cost irrespective of the order size.

On one hand, the company is taking care of its customer, it is also focusing on the employee welfare. The company is offering free food to all the manpower along with the free medical and dental insurance.

The company focuses more on responding to the customer’s complaints and suggestions all the time and thus a lot of time and money is invested n training of the employees on how to interact with the customers on call. Each employee has to interact with the customer or rotational basis. The company has the innovative method of maintaining the higher level of motivation among the employee whereby it offers some money to quite the job so that the firm can have only those who really want to be in the company. The company has 10 core values to work with.

The company does not opt for outsourcing the customer care service to another country in order to maintain higher customer service. The employees are trained to check the availability of the product in the warehouse and if the product is not available then they can guide the customer to the competing website from where they can buy the required product.

If we look closely to this video, the main theme of this to maintain the higher level of operational efficiency by having better customer satisfaction, employee satisfaction and motivation and giving the utmost priority to the customers.