Zappos Happy Employees
Chapter 12: Human Resource Management
A Manager’s Challenge: Happy Employees Provide Exceptional Service at Zappos Points from the case | Interpretation | How can managers ensure that employees will provide excellent service and be happy doing so? | The actions that top, middle, and first lines managers take to measure their non-managerial employees can give a good performance in their job and in a happy and willing situation. | Zappos * founded in 1999 as a struggling online shoe shop * rode out the dot-com bust to earn US$1 billion in sales in 2008 * and take ranked 15th on Fortune magazine’s list of the One Hundred Best Companies to Work For in 2010 * in 2009 Zappos was ranked 23rd | Zappos used Internet to start up online shoe shop and was among the first to start doing an online business and it was quite rare in the late 90s. In 2008, Zappos managed to survive in online business with sales of US$1 billion. This proves that Zappos can outlast even in an economic depression. It climbed the rank from being the 23rd to 15th as one of the best companies to work for. This is contributed by a good human resource management. | In 2009 * Amazon.com purchased Zappos for shares worth US$1.2 billion | Amazon and Zappos combine for one reason: both companies have a genuine focus on customer service, one that is apparent to anyone who has shopped both stores. | As a wholly owned subsidiary of Amazon * Zappos continues to be led by its long-standing CEO Tony Hsieh * Hsieh was the initial primary investor who kept Zappos afloat as a start-up and became its CEO in 2000 | Wholly owned subsidiary means that Zappos’ management is now according to Amazon’s style, but, it does not change Zappos’ current managerial teams, CEO-Tony Hsieh who continues leading Zappos. Hsieh was entrepreneur and was elected as Zappos’ CEO in 2000. | Key to Zappos success is * a focus on people * having happy employees provide exceptional service to customers | The key
A Manager’s Challenge: Happy Employees Provide Exceptional Service at Zappos Points from the case | Interpretation | How can managers ensure that employees will provide excellent service and be happy doing so? | The actions that top, middle, and first lines managers take to measure their non-managerial employees can give a good performance in their job and in a happy and willing situation. | Zappos * founded in 1999 as a struggling online shoe shop * rode out the dot-com bust to earn US$1 billion in sales in 2008 * and take ranked 15th on Fortune magazine’s list of the One Hundred Best Companies to Work For in 2010 * in 2009 Zappos was ranked 23rd | Zappos used Internet to start up online shoe shop and was among the first to start doing an online business and it was quite rare in the late 90s. In 2008, Zappos managed to survive in online business with sales of US$1 billion. This proves that Zappos can outlast even in an economic depression. It climbed the rank from being the 23rd to 15th as one of the best companies to work for. This is contributed by a good human resource management. | In 2009 * Amazon.com purchased Zappos for shares worth US$1.2 billion | Amazon and Zappos combine for one reason: both companies have a genuine focus on customer service, one that is apparent to anyone who has shopped both stores. | As a wholly owned subsidiary of Amazon * Zappos continues to be led by its long-standing CEO Tony Hsieh * Hsieh was the initial primary investor who kept Zappos afloat as a start-up and became its CEO in 2000 | Wholly owned subsidiary means that Zappos’ management is now according to Amazon’s style, but, it does not change Zappos’ current managerial teams, CEO-Tony Hsieh who continues leading Zappos. Hsieh was entrepreneur and was elected as Zappos’ CEO in 2000. | Key to Zappos success is * a focus on people * having happy employees provide exceptional service to customers | The key