...Zappos! Corporate Culture Molly Cech Management and Organization 9/20/2012 Zappos’ Corporate Culture 2. Company Profile: Started in 1999 by Nick Swinmurn and Tony Hsieh, Zappos.com is an online retailer that specializes in shoe sales [ (Zappos Family) ]. The company prides itself on its quick shipping time as well as its unique customer service experience. One of the key points in the Company’s Core Values List is to always try to “Wow” the customer through service. And, after hitting $1 Billion in annual sales back in 2008, it shows that the company is reaching that goal [ (Zappos Family) ]. a. “To Live and Deliver WOW” [ (Zappos Family) ] b. Customers complete their orders online which are then sent to the nearest warehouse where the selection is made and shipped with a goal of 8 minutes per order [ (Our Unique Culture) ]. The idea behind this speedy processing is that the company’s service should be so efficient that it “wows” the consumer every time. c. In order to complete this important task, the company needs an IT staff capable of maintaining their website as well as warehouse workers who are capable of filling the order in the time allotted. The company also requires a 24 hour customer service phone number to assist customers in their experience. 3. Company Background and Stats a. The company’s major product is shoes but expanded into clothing as well as handbags and other accessories b. As of 2012 the company employs over 1500 employees ...
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...HRM 500 – Human Resource Management Foundations Assignment 3 Performance Management December 1, 2013 Create a job description for a retail sales associate. Create an organizational behavior modification (OBM) plan to define a set of three (3) key behaviors that are necessary for job performance. Sales Associate Position Posted: December 1, 2013 Company Overview: Tutu Heaven is the destination for super fabulous Tutu’s. Tutu Heaven is filled with colorful, creatively inspired one stop shopping tutu’s and dance apparels. Our company caters to creative minds and focuses on embracing the ideas of the customer. Tutu Heaven is fast becoming your go to place for Tutu’s and dance apparel. We hope to become America’s favorite place to work by hiring candidates who exhibit our values, passions, accountability, collaboration and humanity. Job Description Tutu Heaven’s Sales Associate will exhibit passionate, friendly, and helpful customer service. The sales associate is responsible for the following functions: customer service, signing up new rewards members, cashiering, store operations and merchandising. The associate with comply with all policies and procedures associated with the position which includes 95% attendance record. Responsibilities: Engage customers and promote Tutu Heaven’s Rewards program. The employee greets every customer in the stores, paying attention to customer ques while putting the customer before the task. Cashiering: Sales associates rings...
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...got his start as the co-founder of LinkExchange, an online adverting company. At the age of 24 he sold LinkExchange, to Microsoft for $265 million (Chafkin, 2006). After the sale of LinkExchange, Tony Hsieh founded Venture Frog, an investment fund, of which Zappos an on-line footwear retailer was one of the first investments ("Venture Frogs," 2013). In 2009, Zappos join the Amazon, Inc. family, where Tony Hsieh remained as CEO ("In The Beginning - Let There Be Shoes," n.d.). We focus on making sure we have a great service-focused culture. If you get the culture right, then a lot of really amazing things happen on their own (Hsieh, 2010). Under his leadership, Zappos has grown gross merchandise sales form $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service (http://www.zapposinsights.com/). 2. Analyze the CEO’s leadership style and philosophy, and how the CEO’s leadership style aligns with the culture. Tony Hsieh has a transformational leadership style because he is charisma, inspiration, intellectual stimulation, and individualized consideration for the employees of Zappos (Schermerhorn, Osborn, Uhl-Bien, & Hunt, 2012). Tony Hsieh focuses on developing a corporate culture that puts customers first, and empowers employees to deliver products and services in a way that makes them feel good about what they do (Rosenbaum, 2010). Tony Hsieh's philosophy is “Employees happiness is a natural-by product that leads to profits, passion,...
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...Zappos is an online retailer that specializes in footwear and clothing, but sells merchandise ranging from cutlery sets to bedding. Its mission is to have the best selection of merchandise and the best customer service possible. Founded in 1999 by Nicholas Swinmurn, Zappos has transformed from a pipe dream project with headquarters set up in a cramped apartment to a multi-million dollar company that debuted on Fortune Magazine’s list “ The 100 Best Companies to Work for” at number 27, the highest place a company has ever debuted. [10] With headquarters now set up in Henderson, Nevada and a distribution center next door to the UPS world hub in Shepardsville, Kentucky, Zappos has not let this success go to its head but instead has strived to make itself the best company in its field as well as the best company to work for. Behind this unrelenting drive for success is Zappos CEO Tony Hsieh. After investing money into the startup of Shoesite.com, Hsieh became co-chief executive officer beside Swinmurn in 2000. [4] Since then, Hsieh has been focused on creating the perfect work environment that will foster a group of employees that can not only make decisions independently, but also enjoy coming to work. In order to do this, Hsieh created the 10 Core Values of Zappos. [12] This list includes: * Deliver WOW through service * Embrace and drive change * Create fun and a little weirdness * Be adventurous, creative, and open-minded * Pursue growth and learning ...
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...Integrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile April Smith The organization I chose to research and discuss on is Zappos. Many individuals enjoy this organization because it is an online shoe store that sells name brand designers that is half the priced than an original shoe store within a mall. Nick Swinmurn, who started the online shoe retailer Zappos.com, founded this organization in 1999. His original idea was to generate a web site that presented great quality of selections of brands, styles, colors, sizes, and widths of the shoes. By 2010, Zappos had grown so much that there was need to restructure the company so that we could continue to offer customers the very best service possible. For us to have the flexibility to possibly sell anything and everything one day, we needed to make this change. On May 1, 2010, Zappos was restructured into ten separate companies under the Zappos Family umbrella "The Zappos Family Story." Zappos is just like any other organization that holds a culture of values of their organization. There unique culture provides ten family core values that their organization stand firm about business. Their first value is Deliver WOW Through Service, at Zappos anything worth doing is worth doing with WOW. They distinguish that value short and simply but it encompasses things with the organization. The philosophy at Zappos is to WOW with...
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...Zappos was founded in 1999 by Nick Swinmurn as an online shoe retail website. It offered more than 100 brands and by 2000 it had expanded to 150 brands. They distinguish themselves from the competition by providing free shipping and an outstanding customer service. In 2009 Amazon bought Zappos for $1.2 billion. Swinmurn is no longer involved with Zappos and Tony Hsieh has been the company CEO since 2001. Hsieh has been the driving force behind Zappos innovative “weird” culture or as some people may call it a “cult”. Zappos’ culture could be considered unconventional, but its formula has generated billions of revenues while keeping customers, employees and shareholders happy. In the following paragraph, I will explore the culture of Zappos and how it manages to be successful and stand apart from the competition. I will also review my own company’s culture and whether its culture helps the company to compete and be successful. Zappos’ philosophy is based on keeping customers happy with an outstanding customer service, but in order to provide an outstanding customer service you have to have a happy employee. Hsieh’s formula is very simple: happy customers + happy employees = profits. In order words, one cannot exist without the other. Because of Hsieh’s emphasis in providing excellent service to both customers and employees, Zappos’ organizational culture profile is of people-oriented and service. Hsieh understood from the very beginning and from past experiences that the success...
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...Strayer University Brickell, FL Campus Assignment for Course: | ZAPPO Corporate Culture | Submitted to: | Dr. Eleanor Marschke | | | | | Date of Submission: 10/23/13 | Maria L Delgado | SU200046104 | Mayito259@yahoo.com | 1900 N. Bayshore Drive #2007 Miami, Fl 33132 | 786-333-8222 | | Title of Assignment: | | CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in this paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I have added quotes whenever I used more than three consecutive words from another writer. I also certify that this paper was prepared by me specifically for this course. ------------------------------------------------- Student’s Signature: ______________________________ ------------------------------------------------- Instructor’s Grade on Assignment: Instructor’s Comments: Zappos Organization description Zappos can be described as an unconventional organization for its nature of being one of the most transformational business success stories of our time. It is an internet company that began by offering shoes online and went from virtually no sales to $1 billion in annual gross merchandise sales over a 10 year period, despite minimal advertising. Company offers...
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...Zappos Case Study Introduction Zappos is a successful company with a unique corporate culture and impressively low turnover rate. This case study explores the human resources strategy employed by the company, focusing first upon the significance of the environment upon human resources. The paper then identifies how the Zappos strategy fits within the human resource management model. The final section discusses the core strengths and weaknesses of the Zappos HR strategy. While the Zappos human resource practices are characterized by many strengths, they could be improved by enhancing the accountability of managers responsible for conducting performance appraisals and inviting a greater degree of employee feedback into the appraisal system. Both of these relatively small opportunities for change are consistent with the company's overall company culture. Environment and HR The external environment plays an important role in determining the direction of a company's human resources strategy. "An organization's strategy must be appropriate for its resources, environment circumstances, and core objectives. The process involves matching the company's strategic advantage to the business environment."[1] Companies develop networks with external entities, such as customers, suppliers and investors, which must be cultivated to ensure longevity.[2] Human resources must ultimately support the business with practices that will enable it to interact and compete within the surrounding competitive...
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...gross merchandise sales exceeding $1 billion annually. Zappos’ company culture delivers happiness. Zappos’ CEO says, “It’s a brand about happiness, whether to customers or employees or even vendors.” Zappos’ zany corporate culture and focus on customer satisfaction has made it both successful and a model for other companies. In 2010, Amazon bought the company for $1.2 billion. Although Hsieh had rejected an offer from Amazon in 2005, he believed that this buyout would be better for the company than management from the current board of directors or an outside investor. Amazon agreed to let Zappos operate independently and to keep Hsieh as CEO. Hsieh made $214 million from the merger, and Amazon set aside $40 million for distribution to Zappos employees. After the merger, the company restructured into 10 separate companies organized under the Zappos Family. In spite of merging, Zappos intends to continue to deliver happiness their customers. This paper examines how Zappos’ focus on happiness has contributed to its success. First, I examine the strategies of Zappos, its core values, and its unique business model. Next, I figure out Zappos’ a unique strategy in a competitive environment. Third, I analyze SWOT of Zappos and other two companies. First of all, we can find Zappos’ mission statement. As grow as the company, it has become more and more important to explicitly define the Zappos core values from its developing culture, brand, and business strategies. These are the ten core...
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...Organizational Structure Employee Benefits Medical The Zappos Family offers a preferred provider organization (PPO) medical plan, large provider network, and no money out-of-pocket for certain medical expenses! Some highlights of the plan are listed below: • No deductible for in-network utilization. • All eligible primary, routine, and preventative care covered at 100 percent. Dental Delta Dental PPO Our dental plan covers 2 free exams per year and 3 free cleanings. You will have a $2000 plan maximum per year to cover basic and major services. We also provide an adult orthodontia benefit. Vision Superior Vision We offer two types of vision plans: a base plan and a buy-up plan. The base vision plan provides you with everything you need to keep your eyes healthy! The buy-up plan is intended for eyeglass/contact lens lovers because it has an increased allowable for just a few dollars more per paycheck. Life Insurance Hartford The Zappos Family offers life insurance and accident insurance. For both plans, your benefit is 1x your annual salary. Fitness • On-site Fitness Center, open 24/7 with cardio equipment, weight machines and free weights. • Regular on-site wellness calendar featuring fitness classes, financial awareness classes, and nutritional/general health classes several times per month. • Endurance Event Reimbursement Program - 100 percent reimbursement of entry fee into eligible endurance events. • Company sponsored fitness challenges...
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...Zappos Katrina E. Johnson MGT 4800 Thursday May 10th 2012 Linda Mohr Abstract Zappos.com is an online clothing and shoe store. Zippos’ was founded in 1999 and has grown to be the largest worldwide. The CEO Tony Hseih’ leadership has brought Zippos to a level of rapid growth in less than 10 years. He is innovative with his use of relationship marketing. Hseih believes strongly in diversity, ethics, character, and personality within the workplace. Hseih has a clear understand of the use of technology, social networking, and its value within the market place. Tony Hseih use of growing strategy is pivotal in his success. Zappos The original founder of Zippos is Nick Swinmurn. Swinmurn was out shopping one day in the San Francisco area and could not find what he needed. The very same day Swinmurn went to his small home and has an idea for an online shoe retailer. In 1999, the dotcom boom was on the up rise and Swinmurn site was one of the hundred upstarts. Although, most of the dotcom boom went broke, Zappos was experiencing and exponential rise to success. In 2008 Zappos reached $1billion in annual sales and made, it to the coveted listed of the Fortune Magazine’s list of best companies to work for and that same year reached its 10th anniversary. In December 1999, Swinmurn and a few of his partners realized they had used up their investors seed money and were nowhere near close to realizing a profit. One evening the group met at a bar for drinks to commiserate...
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...Case Zappos Developing a Supply Chain to Deliver WOW! Core Competencies Zappos is a prime example of a company’s end products (the goods sold) not corresponding to their core product (the delivery service). While in theory being a retailer, Zappos sees itself as a service provider. Their core competencies lie in their customer service system (i.e. free calls), their straightforward and useful web interface, their excellent supply chain structure and the extensive return policy. In the following I would like to further explain two of them. Customer Service Zappos prioritises customer service in their business model. A lot of effort is put into finding, hiring and training the right people for their free call centres. These employees then help create an emotional impact with their customers. In order to be able to cultivate the reputation of the brand Zappos they are equipped with a great amount of freedom and a wide array of measures to help their costumers resolve problems. The revolutionary aspect of Zappos call centre? Efficiency does not matter. The focus lies on creating an extraordinary, memorable experience by engaging with people. This powerful marketing tool drives sales and makes customers return. Warehouse System When Zappos started acquiring inventory and managing their own warehouse they were faced with additional costs and challenges. They overcame these by introducing an unconventional warehouse system. A robotic system with movable shelves was put into place...
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...The right fit at Zappos (Priya de Langen. 05 Jan 2012) Not many companies can boast that they get tour visits to their offices, but Zappos Family of Companies can. The US online shoe retailer receives as many as 2,000 curious visitors per month at its warehouse and offices and rumour has it that some of these onlookers include celebrities and record producers. Founded in 1999 by Nick Swinmurn, the Zappos Family has come a long way from its humble beginnings to becoming a well-known name among American consumers. It all began with Swinmurn unsuccessfully trying to find a pair of shoes for himself, even online. The desire to find the right pair eventually led him to start an online shoe business, Zappos.com. By 2009, the organisation had grown and joined global online retailer, Amazon.com Inc. and last year the organisation was restructured into 10 companies under the Zappos Family of Companies unit. Zappos Family is fast gaining a reputation not only for having great customer service but particularly for being a good employer. Fitting into Zappos’ shoes Earning a reputation as a good employer is no mean feat and the organisation’s quirky and open culture has helped to achieve this. This culture took some time to develop but it has now become a part of everyday work practices for all Zappos Family employees. Hollie Delaney, director of HR at Zappos.com. says that the organisation needed to define itself and the people who would work for it, and this definition came in the...
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...Case Study 3: Zappos: Delivering Customer Satisfaction Ruby Holmes Strayer University Ethics and Advocacy for Human Resource Professional (HRM 522) June 7, 2015 Dr. Leslie Wills Case Study 3: Zappos: Delivering Customer Satisfaction 1. [Analyze the manner in which Zappos’ leadership has fostered a culture of ethicalness in the company. Zappos was able to capture the uniqueness of talented individuals by cultivating a craving to welcome an enhance way of culture’s that is like a running river that can’t stop running. To date Zappos efforts to strategize well defined plan’s has been amazing in terms of employing innovative, creative minds that continue to develop new products and categories. Zappos cornered the market of offering a kid friendly web site to shop via the internet or better known as on-line shopping. Zappos has made a toast to the innovative cyber shopping experience that is capped off with a fine taste of rare champagne by offering exceptional customer service. Zappos corporation is so knowledge and confident in their product line that their motto state the policy of easy return without any hassles. In the event that your merchandise that you order on-line does not exceeds your exceptional Zappos is willing to return the item(s) at no additional charge to the customer. Zappos continues the quest for exemplarily customer service. Mr. Nick Swinmurn founded Zappos after a frustrating day at the mall...
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...translated to the English word, Zappos it takes on an alluring connotation to loyal customers who shop on-line for clothing and accessories. Zappos was founded in 1999 by entrepreneur Nick Swinmurn, who decided it was time for a great on-line shoe company after failing to find shoes in stores and on-line himself (Zappos, 2012). Although he knew nothing about selling shoes he soon gained the advantage by recruiting Tony Hsieh a young multi-millionaire who had sold his web-advertising company, LinkExchange, to Microsoft for $265 million in 1998. Hsieh (pronounced Shay) ceased the chance in a market where people were still buying shoes from catalogues. But it became his obsession to offer the service values that has garnered the company a cult-like status among its customers (Wright, n.d.). The purpose of this paper is to first describe the recruitment policies of the selected organization, Zappos. Then we will discuss the strengths and weaknesses of Zappos recruitment policies. Finally, we will look at possible improvements to recommend along with any reasons why to consider implementing them. Zappos has a unique recruitment process that involves two interviews. The first is to assess fit with the job and the other is to assess cultural fit with the company. Building community begins with finding the right talent in the first place. At Zappos, they are clear about what their culture is like right from the start, but first Hsieh had to define what the culture was. In order to do this...
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