Operations Management textbook Collier, D. A., & Evans, J. R. , Operations and Supply Chain Management 2E 2021. Student Edition.: ISBN: 978-0-357-13169-5. Cengage Publishing Chapters 1 Zappos Case Study page 29

Case Questions for Discussion:

1. Draw and describe the customer benefit package that Zappos provides. Goods? Services? Digital content? Who manufacturers the physical goods? Who is responsible for the quality and delivery of the physical goods?

2. Identify and describe the primary support, and general management processes needed to execute a customer order at Zappos.

3. Describe how any three of the OM activities in the box What Do Operations Managers Do? impact the management of both the goods that Zappos sells and the services that it provides.

4. Explain how this case illustrates each of the seven major differences between goods-producing and service-providing businesses.

Additional guidance for the case study

What is this case about? o The Zappos Case Study introduces the customer benefit package (CBP) framework and the lesson that each good and service in the CBP has a process that creates it and delivers it to customers.

What are you asked to do? o The case asks you to draw the CBP and identify one primary support, and general management process. You must also think about manufacturing/production encounters and service management skills. Finally, build a table like Exhibit 1.1 in the text to begin to understand OM activities for the goods and services applied to Zappos' business.

What is the desired outcome? o To introduce you to the concepts of CBP processes, service encounters, and service management skills and the nature of OM activities for goods and services.