Week 1 Discussion 1 "Customer Service -
Zappos" Please respond to the following: From the e-Activity, analyze the
role that customer service plays and determine the service management skills at
Zappos. Evaluate the different way(s) that Zappos creates a superior customer
service. Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the
text. Evaluate how each of the activities impacts the management of goods and
services that Zappos provides. Include one to two examples from each activity
to support your position.
Week 1 Discussion 2
"Value Chains" Please respond to the
following: Choose an example of a global value chain and an example of domestic
value chain. Compare and contrast the key challenges that the managers would
face. Then, propose the ways to confront these challenges. Utilizing the
Exhibit 2.4 from Chapter 2 of the text, evaluate how each value chain you chose
from Part 1 of this discussion can be described from a pre- and post-production
service perspective. Provide at least two examples for each perspective.
0 comments:
Post a Comment