DQ 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.

DQ 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.