Zappos Case free essay sample

Discussion Questions: 1. What is the business of Zappos and what are its critical success factors (CSF’s)? [lists] Business: The business of Zappos is to sell shoes online, and provide relative customer service. Critical Success Factors: -The spirit of adventure -Best customer service -Use of Information and Technology -Unique way to keep the workers -The spread of the business culture 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 supplier management [an example response is attached; feel free to add to, modify or delete this example and create your own response] customer orders processing system customer returns processing system procurement system online, eCommerce Platform online, eCommerce Platform supplier extranet sales/order processing Customer orders processing system Online, eCommerce Platform order fulfillment and distribution Procurement system Customer orders Processing system Tracking system Procurement system Online, eCommerce Platform Online supply chain management logistics and warehousing Procurement system Supplier extranet customer servicing Customer orders processing system Customer returns processing system Online, eCommerce platform Online, eCommerce platform human resources management Management system Online financial management Accounting and Financing system Online 3. In what ways does the design of Zappos’ Web site and related services support its business objectives? [list] Zappos embraced Twitter as a valuable tool for building company culture. Meanwhile, Twitter is used to create a more interactive customer community. Zappos also used blogs to interact with customers. Those websites are divided by several parts for visiting the websites in a very easy way. 4. Why did it make sense for Amazon to acquire Zappos? What expertise in terms of information management and the use of IT did Amazon bring to the game that might improve Zappos’ eCommerce competitiveness? [lists] Zappos has earned more revenue year by year, which means it has a lot of growth potential. Zappos built a very positive business culture, which is really successful for its business. Zappos is owning a very strong working team Amazon has a mature management information system, which could help Zappos to contribute the whole business Amazon has a strong contribution on investing the warehouse or the storage, which could give Zappos a more competitive ability in the market.