456 Management Cases for Critical Thinking union\" position management proposal

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456 Management Cases for Critical Thinking union" position management proposal to eliminate the When Zappos CEO Tony Hsich was the featured guest on The highest tier in the existing two-tier pay system as senior Cobert Report, host Stephen Colbert grilled him about Zapposs workers retire? How would you expect the management phenomenal success and rabid customer loyalty. Hsieh replied negotiators to respond to your position? Do you see any that it's Zapposs goal to deliver "WOW" in every shoe or cloth- room or way to negotiate a compromise or trade-ofs ing box.Today, the company is consistently ranked highly as one or trade-offs ingbox ion's desire for higher wagesfFortne's Best Companies to Work For that could protect the un and meet management desires to control labor costs? s there any way to forge a shared agreement in this Unusual Leader, Unusual Employer situation? Zappos.com was launched in 1999 as the brainchild of Hsieh and founder Nick Swinmurn. Within just a few years the Las information on two-tier wage systems and their outcomes Vegas-based firm caught the eye of Amazon's Jeff Bezos.He liked in various industries. Find the pros and cons from bothwhat he saw so much that he bought the firm for Amazon's busi management and union points of view. Look for interviews ness stable pledging not to interfere with Hsieh and Zapposs 4. Further Research Dig into current events, scholarly research, and even financial analysts' reports for with workers who express their real feelings about being on each side of the two-tier system. Create a report that summarizes for the reader or listener the current status of unique way of doing business The blog search engine Land calls Zappos "the poster child summarizes for the reader or listener the current status forhow to connect with customers online" And under Amazon Zappos has maintained its focus. The company's relentless pur suit of the ultimate customer experience is the stuff of legend. Zappos offers extremely fast shipping at no cost and will cover the return shipping if you are dissatisfied for any reason at any o te Zappos brand is lson at any time. For Hsieh, the Zappos brand is less about a particular type two-tier plans and what we know about how they work and what direction we can expect from them in the future. ofproduct and more about providing good customer service. He has said. "We could be in any industry that we can differentiate ourselves through better customer service and better customer axperience " He has even ventured that he could see the Zappos name on things as large as airlines or hotels, as long as the CASE 14 ZAPPOS They Do It with Humor app to lobA Culture to Thrive In Zappos.com customers are known for fierce why CEO Tony Hsieh has built a billion-dollar business by providing byality and it's easy to see service was up to his exacting standards. get happy while seeking to leam more about Zapposs unique blend of humor, compassion, and high-quality customer service. How does Zappos do it? comes down to the company's culture and the unusual amount of openness Hsieh encourages among employ- ees, vendors, and other businesses. "If we get the culture right he says. "most of the other stuff,like the brand and the customer service will just happen....We want the culture to grow stronger and stronger as we grow Named The Smartest Dude in Town" by business magazine Vegas Inc,Hsieh believes employees have to be free to be them- selves. That means no-call times or scripts for customer service epresentatives. regalar costume parties, and parades and deco- rations in each department. Customer service reps are givena lot of leeway to make sure every customer is an enthusiastic customet Sharing the Fun Hsieh believes so strongy in the Zappos culture that hes on a mission to share it with anyone who will listen. In a program called Zappos Insights."Company Evangelists' lead tour groups of 20 around the Las Vegas headquarters. Office cubicles often overflow with kitschy action figures and brightly colored bal- oors gving participants a glimpse of a workplace that prizes ndividuality and fun as much as satisfied customers. Staffers blow homs and ring cowbells to greet participants in the 16 weeldy tours, and each department tries to offer a more outland- ish welcome than the last. "The original idea was to add a little fun, Hsieh says, but it grew into a friendly competition 'as the next aisle said, We can do it better. Noah Berger/Bloomberg/Gertty lmages, Inc

Explanation / Answer

Ans 1.

Tony Hsieh’s leadership style is Laissez-faire to some extent. Such laissez-faire leaders give his followers complete freedom to make decisions concerning their task at hand. Which increase employees’ moral by allowing a self-rule, at the same time they offering guidance and support or do course correction when needed.

Unlike most companies which put emphasis on efficiencies Tony Hsieh has created a culture that put emphasis on customer service. To develop such culture great importance is given to employee satisfaction by creating environment of openness and care. For example customer service representatives have no call times or scripts, they can form personal connections with customers to provide impeccable customer service. So customer service representatives at the Zappos have more freedom regarding their work than those at other companies. This freedom leads into exceptional customer service. Customers are also given fast shipping with no cost, access to free returns and live customer support. In other words, Tony make it easy to listen to the customers because he listen to his employees.

Ans 3.

Currently, Zappos boasts a strong organization culture due to restless efforts of its leader Tony Hsieh. It is relatively easy to develop the organization culture compare to maintain it after departure of its leader. This is because every leader has different leadership styles which affect the organization culture. Therefore Tony must be very careful in selecting his successor which would take the organization ahead. It is also essential to get support from employees from every level to sustain the culture.

I hope this will help. Good luck.

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