[인적자원관리] Zappos.com 사례(영문)

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2009.11.09
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[인적자원관리] Zappos.com 사례(영문)에 대한 자료입니다.

1. Introduction
2. Company description
i. General facts
- Slogan / Motto, Mission Statement, Vision, Revenue, Employees, Jobs
 Customer service
ii. Introduction to the CEO Tony Hsieh
iii. Organizational Structure
iv. SWOT Analysis

3. Organizational Culture
- Culture book, Core value, Events, Communication

4. Human Resource Management
i. Recruitment & Selection
- Zappos’ recruitment process, What is Jobvite ?
ii. Training & development
- CLT (Customer Loyalty Training)
★ 2000$ offer to quit now
iii. Motivation
iv. Maintenance
- Employee Benefits, COMMUNICATION

5. Analysis & Conclusion – Application to the hospitality industry
- $2000 offer to quit now
- Core value – ‘work for joy not for money’
- CEO’s high participation – Star CEO
- Use of Internet and social networking tools for communication
- Differentiation through Culture

6. Appendix
- Group Meeting Records
- Final Job Description

본문내용

2. Company description

i. General facts
Zappos was founded in 1999 by Nick Swinmurn, who was shopping for a pair of athletic shoes, but wasn't able to find the right size or color in stores. When he decided to search online for the shoes, he noticed there was no major online retailer specializing in shoes. He then decided to start one and founded Zappos. Zappos has since then developed into an electronic commerce company selling all kinds of men and women's shoes, and other items such as accessories, bags, etc.
Since its founding in 1999, Zappos has grown to be the biggest online shoe store. Zappos did "almost nothing" in sales for 1999, but grossed over $800 million in merchandise sales in 2007, and is projecting over $1 billion in 2008. The name Zappos is derived from the Spanish word zapatos, meaning shoes.
- Slogan / Motto
The web’s most popular shoe store!

- Mission Statement
Our goal is to position Zappos as the online service leader. If we can get customers to associate the Zappos brand with the absolute best service, then we can expand into other product categories beyond shoes.

- Vision
Whatever you're thinking, think bigger.
Chase the vision, not the money.
Zappos decided to be the very best at delivering customer service.

- Revenue
$ 840 million (2007)

- Employees
U.S Employee 1,665
Employees outside U.S 0

- Jobs
New jobs (1 year) 445
% Job growth (1 year) 39%
% Voluntary turnover 25%
 Customer service
Zappos offers a high degree of customer service. That includes …
- a call center that operates 24hours, 7days a week, 365days a year
(Not Outsourced from India)
- free delivery to and from(in case of return) customers.
- 365days return policy
- Real time delivery tracking on the map
→ High customer loyalty (75% repeat rate)

ii. Introduction to the CEO Tony Hsieh

Mr. Tony Hsieh is currently employed at Zappos.com, Inc. in the position of Chief Executive Officer and Director. Tony originally got involved with Zappos as an advisor and investor in 1999, about 2 months after the company was founded. Over time, Tony ended up spending more and more time with the company because it was both the most fun and the most promising out of all the companies that he was involved with. He eventually joined Zappos full time in 2000. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service. Tony focuses on continuing to grow the business at a rapid pace while maintaining the culture and feel of a small company. Prior to joining Zappos, Tony co-founded Venture Frogs with Alfred Lin. Venture Frogs is an incubator and investment firm that invested in Internet startups, including Ask Jeeves, Tellme Networks, and of course, Zappos.com. Prior to Venture Frogs, Tony co-founded LinkExchange, an advertising network that was successfully sold to Microsoft for $265 million in 1998. Tony met Alfred Lin (COO/CFO) in college, when Tony was running a pizza business and Alfred was his #1 customer.
- Hsieh’s 10 tips for building a service-focused culture :
1. Commit to customer service, and make it part of your mission - not just a department.
2. Come up with committable core values.
3. Actively manage your culture based on your core values, in every single department.
4. Make "WOW" part of your company's everyday vocabulary.
5. Remember that customer service is an investment, not an expense.
6. Trust and empower your customer service team, and find people that are passionate about customer service.
7. Create a culture book.
8. Give great service to everyone: customers, employees, vendors, and investors.
9. Make culture part of everyone's performance review.
10. Have the entire company celebrate great customer service.

iii. Organizational Structure

Zappos.com is an electronic commerce company specializing in footwear and is currently based in Henderson, Nevada, USA. The company warehouse is located in Shepherdsville, Kentucky, along with an outlet store. In addition, Zappos has two outlets stores in Las Vegas, Nevada and Henderson, Nevada.

Departments

• Content Team
• Creative Services
• Customer Loyalty Team
• Development
• Execs
• Facilities
• Finance, Treasury and Accounting
• Help Desk
• Human Resources
• IT
• KY Fulfillment Center
• Legal
• Marketing
• Merchandising
• Powered by Zappos
• Project Management Team
• Pipeline Team
• Shipping/Logistics
• The User Experience Humans

*Henderson, NV, US
iv. SWOT Analysis

3. Organizational Culture
It’s the belief of Zappos that if you get the culture right, most of the other stuff like great customer service, or building a great long-term brand, or passionate employees

#the #to #and #of #is #in #that #Zappos #company #on

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