Zappos Delivering

Zappos Delivering
Case Study 3: Zappos: Delivering Customer Satisfaction
Ruby Holmes
Strayer University
Ethics and Advocacy for Human Resource Professional
(HRM 522)
June 7, 2015
Dr. Leslie Wills
Case Study 3: Zappos: Delivering Customer Satisfaction 1. [Analyze the manner in which Zappos'
leadership has fostered a culture of ethicalness in the company. Zappos was able to capture the
uniqueness of talented individuals by cultivating a craving to welcome an enhance way of culture's
that is like a running river that can't stop running. To date Zappos efforts to strategize well defined
plan's has been amazing in terms of employing innovative, creative minds that continue to develop
new products and ... Show more content on Helpwriting.net ...
Zappos has the capabilities to offer a variety of cyber selections such as unthinkable items of shoes,
apparel, accessories, and home products, with every shopper dream of free shipping and full refunds
within five business days of your returns date. Zappos willingness to think outside of the box has
made a name for the corporations by employing a phenomenal innovative and creative diverse
group of visionary individuals whom have made a cutting edge cyber industry. Zappos corporation
make a personally commitment to serve the customers and employees has made them one of the
most desirable places to work national and internationally that rewards with internal promotions.
Unlike other corporations Zappos have been able to maintain its unique culture and continues efforts
in developing innovative categories such as clothing and merchandise markets. 3. Examine three (3)
of the ethical challenges that Zappos faces. Zappos ethical challenges includes; every company,
responsible or not, faces ethical challenges. Zappos has addressed some critical challenges, handling
them with agility, strength, and precision. 1. The first ethical challenge was the 2008 Layoff. Due to
economic times Zappos had to lay off eight percent of their highly valued employees. This hard
decision as the corporation cherished each and every staff member. They were completely honest
and open about the financial concerns that they

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Team Based Approach And Human Resource Development Essay
Team Based Approach and Human Resource Development "Unity is strength...when there is
teamwork and collaboration, wonderful things can be achieved" – Mattie Stepanek. Over the last
two centuries the framework of industry and the business world has undergone several major
transformations. The first shift occurred during the Industrial Revolution. In response to the rapid
technological and social changes of this period, most organizations adopted a hierarchical
organizational structure. This organizational structure permeated industry and business across the
globe. Organizations with this type of organizational structure resemble a pyramid, with
communication and direction flowing downward from the Chief Executive Officer, through the
chain of command down to front line or assembly line employees (Morgan, 2015). Top down
organizational structure was extremely resilient and enabled organizations to easily communicate
culture, direction and maintain a position of strength in a manufacturing centered economy
(Morgan, 2015). But, beginning in the late 20th century another major shift occurred in the business
world fueled by rapid technological change. The rapid change pace of technological change and
globalization have forced organizations to that want to survive to adopt a culture of innovation, and
"adapt their products and services" to the needs and wants of local customers (McDowell, Agarwal,
Miller, Okamoto, & Page, 2016, para. 1). The growing need for organizations

Zappos: Too Many Chiefs And Not Enough Indians
After doing some research, the largest problem with Zappos is "a workplace where on one and
everyone is the boss" (Noguchi, 2015). As their newly appointed CEO, I would stand up and take
charge in order to reorganize the company. The phrase "too many Chiefs and not enough Indians"
can be applied here because it is unclear who are Chiefs and who are Indians. Zappos' lack of
structure and management is a direct cause of this. In order to gain structure, I would first determine
who in the company has been there the longest, who improved processes, who achieved goals
within the company, and finally, who is able to manage people. Once these people are determined,
we can analyze their values and personality traits so that they can be appointed to the right position.
To make sure all the HRM regulations are in order, we will make sure to appoint a diverse
managerial staff with different cultural backgrounds. Furthermore, we will need to assess who is
best for which managerial positions. Some employees will need to be top management, middle
management, and first–line management. The following chart will show which areas are needed: ...
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I say this because these are the people who will be in charge of the employees directly working with
customers. After all, customer satisfaction is what will keep existing customers coming, and bring
new customers in. As CEO, I will ensure the people working in top management are of the highest
quality because these are the people who are representing the company. The term "holacracy"
should be no more at Zappos as it has given the company lack of structure. Therefore, adding
management back into the company will add structure and will make the processes run more

Essay on What Do People Do When They Are Leading
What Do People Do When They Are Leading
Brenda L. Williams–Capers
Dr. Eddie Montgomery
Lithonia Campus
BUS–520 Leadership and Organizational Behavior
June 2, 2013
Strayer University
Abstract
This paper will analyze the leadership style and philosophy, of Tony Hsieh, CEO of Zappos.com, an
on–line footwear and clothing retailer that has become a gold standard for customer service and
company culture. The paper will also analyze how Tony Hsieh's leadership style aligns with the
culture, and examine his personal and organizational values. It will also examine how those values
are likely to influence ethical behavior within the organization.
Tony Hsieh: What Do People Do When They Are Leading
Tony Hsieh got his start as the ... Show more content on Helpwriting.net ...
Tony Hsieh's philosophy is "Employees happiness is a natural–by product that leads to profits,
passion, and purpose, for the individual and the company" (Tony, 2012). Tony Hsieh is able to
gather people around him and influence and motivate them to join his team and work to achieve
objective. In order to achieve this Hsieh and his team created the 10 Core Values of Zappos: Deliver
WOW through service Embrace and drive change Create fun and a little weirdness Be adventurous,
creative, and open–minded Pursue growth and learning Build open and honest relationships with
communication Build a positive team and family spirit Do more with less Be passionate and
determined Be humble
These core values and Heish philosophy is what has helped Zappos to grow to $1 billion gross
merchandise sales by the end of 2008 (Zappos,2013).
Tony Heish Personal and Organizational Values
The personal and organizational values mirror those of Zappos cultures values. Heish wants Zappos
employees to feel like family members than co–workers. He encourages employees to socialize both
in the office and out. Heish personal philosophy when hiring a new Zappos employee starts with
this question. "Is this someone I would choose to hang out with or grab a drink with, if we weren't in
business? If the answer is no , we wouldn't hire them"(Heish, 2012).
Tony Heish influence on ethical behavior within the

Final Project One. The Specialized Online Retail Store,
Final Project One
The specialized online retail store, Zappos, was established over eighteen years ago. The founder,
Nick Swinmurn, created Zappos.com after he spent an unsuccessful day shopping for shoes both in
store and online. Nick's irritation and annoyance of his shopping experience prompted him to focus
on creating an online shoe store that offered a large selection of shoes, as well as providing great
customer service. Since launching Zappos.com, the company has seen enormous progression
including a union with another online leader, Amazon (About Zappos, n.d.).
At Zappos, the company's success is based a culture in which the employees are valued. Although
the culture is unique, the group at Zappos enjoys the creative and sometimes ... Show more content
on Helpwriting.net ...
In turn, he has built a team that understands the culture and values within the company, as well as
adapting this as part of their personal lifestyle (Gallucci, 2011).
In spite of managers playing a vital role in the success of a company, when it comes to executing the
management strategic plan, Zappos implemented a tactic called Holacracy. This system of
management has an even allocation of authority and allows employees to be their own leader. . This
self–organized company evenly distributes decision–making, responsibility, and leadership
throughout the organization. The system has empowered employees to be in charge of their own
goals and ability to solve their own problems. In order to adapt to this change, the employees
attended holacracy training before entering into this new model. The previous mangers learned
skills to transform from leading their teams to leading by example (Bunch, 2014).
Holacracy stimulates empowerment in the employees, resulting in pride and accountability in their
work. Additionally, this method promotes thoughts of innovation in employees as well as increased
problem solving. In theory, this unique approach in management assists Zappos in achieving their
overall mission and goals because each person is equally invested in the success of the company.
Clearly, the success of Zappos is due to the strategic alignment of the management styles,
employees, and the companies' mission and vison (Gosfield, 2015).
In the new structure,

Zappos, An American Entrepreneur, Entrepreneur And Venture...
As a typical female, I love to go shoe shopping and, to my poor husband's horror, I have well over
50 pairs of shoes–ranging from ultra–cute pumps, to Sperry boat shoes, to my everyday Keds. I
have shopped many places for my collection–from DSW to Wal–Mart; however, my most favorite
place to buy shoes is Zappos. I purchase so many shoes there that I am one of their preferred
customers, which means I receive special offers and unpublished discounts. Since I have been a
loyal customer of Zappos for over 10 years, I have decided to research their CEO–Tony Hsieh. Tony
Hsieh (pronounced Shay) is an American internet entrepreneur and venture capitalist who is the
CEO of the Zappos, an online shoe and clothing shop (Wikipedia). Tony first became involved with
Zappos in late 1990 when he and his business partner, Alfred Lin, invested in several internet
companies, including Zappos. Through his investment, he noticed Zappos was "the most promising
and the most fun" and decided to join the company, eventually becoming the CEO (Dunlop). Under
Tony's leadership, Zappos went from gross merchandise sales of $1.6M in 2000 to over $1 billion
by 2008 (Dunlop). In November 2009, Hsieh sold his shares of Zappos to Amazon for over 1.2
billion dollars while maintaining his position was the CEO (Hsieh). So, what makes Tony Hsieh
such a successful CEO? Hsieh developed the Zappos "Family Core Values", which are ten
commandments that define Zappos "brand, culture and business strategies"

Bless Me Ultima By Rudolfo Anaya
Bless Me Ultima
Topic #2
Abid Ahmad
Abid Ahmad #1 An essential part of someone 's life is a place where they are left alone with their
own thoughts, not being judged by anyone or anything outside of them. In many cases, this sense of
safety can only be found within themselves, because their world is being torn apart by outside
influences that have little regard for their own perspective. Similarly, this is ever–present with
Antonio and his family in the book Bless Me Ultima by Rudolfo Anaya. In almost every aspect ,
Antonio 's family persistently attempts to influence him to their own accord, with even his brothers
becoming distant memories that left him and expecting him to fulfill his parents ' antithetical
wishes. ... Show more content on Helpwriting.net ...
While his mom argued it would be best for him to become a Luna and be connected to the Earth, his
father's side argued that the Marez blood inside of him would compel him to become a vaquero, free
to roam the grassy plains and not being shackled by anything. His dream encapsulated the idea of
his thinking and identity being imposed on him literally from birth. A child's mind is like clay that
can be molded in an infinite amount of directions. The absolutely worst thing a person could do to
this flower of growth is to put it in a box that restricts it from germinating on its own. The only
saving grace that Tonie found in this dream was Ultima, who eloquently scolded both sides of the
family in saying that only she knows what Antonio will become in life. This concept of Antonio's
parents tearing him apart from either side and Ultima giving him the peace of mind of his own
critical thinking is a recurring theme. As Antonio's mother and father were simultaneously
attempting to pull him to completely opposite shores of happiness, they created a chasm of
uncertainty that Antonio had become very susceptible to crashing through. Unfortunately, the people
furthest away from Antonio only increased the pressure on his shoulders. Antonio had a deep
admiration for all three of his brothers that went off to war.Since his brothers were gone for so long,
they are portrayed as distant characters that were always so far away

Essay On Zappos
Tony Hsieh is the chief executive officer or CEO of Zappos Inc. He has become a well know
business man thought his unconventional ways of running his business and though his different life
style. Zappos was founded in 1999 by founder Nick Swinmurn (About Zappos, 2009). Since then,
Zappos has grown in to a successful company. What makes Zappos different is not how successful
the company is but how they got there. The ways Tony operates his business, how Tony personality
effect his employees and how Zappos has made change to better suit there needs. Tony Hsieh
approach to management is a unique and very rare style that you really don't see in traditional
companies. In one word we can describe his unique style as a holacracy way of running ... Show
more content on Helpwriting.net ...
Zappos as excelled at both. One thing I would consider to be Zappos greatest strength is the ability
to bring people in and include them into their family. In other words, if people feel like they have a
purpose and don't want to let down their peers, they will be motivated to do their job well. However,
just because you already are a great company does not mean you don't have your faults. One of
Zappos greatest weakness must be that customers do not have the ability to try on their shoes before
trying them on. The shipping may be free to deliver and to ship back but it takes time to do both.
Something that the customer might not have. Zappos have also had major changes here recently. In
2009, Zappos and Amazon pair up. This change has dramatically change the way Zappos sells and
ships their shoes. Amazon has help Zappos growth in the recent years. Because of this decision that
Zappos has taken I believe that it will continue to be successful. Which leads me to answer the
question, would I want to work as a manager at Zappos? I would have to say yes. The culture that
Tony has created makes for a once in a lifetime opportunity to work in a nontraditional
environment.
In conclusion, Zappos has challenge the mindset and traditional boundaries of today's work
environment. Zappos success starts from within the company and branches out. Tony's way of
operating his business and personality along with the right decisions the company has made makes
it one of the most interesting companies of todays time. When you take care of your employees the
rest takes care of its

The Culture After The Formation Of Zappos
Zappos.com is an online shoe and clothing store based out of Las Vegas, Nevada. The company was
founded in 1999 by Nick Swinmurn, and officially launched under the name "Venture Frogs". They
began selling footwear for all ages, and expanded to niche markets accommodating to customers
with hard–to–find sizes, including narrow and wide–width feet. In the same year, Tony Hsieh and
Alfred Lin joined the team and changed the name to "Zappos" (similar to Spanish–term for shoes,
"Zapatos") with a vision of selling more than just shoes. Today, Zappos sells clothing, accessories,
eyewear and more than 50,000 brands of footwear, yet their products are not the only focus of their
reputation. Zappos is known for their unwavering commitment to customer service and creating one
of the most successful company cultures that many organizations aspire to replicate.
Describe (briefly) the culture before the company changed their culture. In the early formation of
Zappos, the structure consisted of Nick Swinmun, the founder, Alfred Lin, Chief Operating Officer
and Tony Hsieh, Chief Executive Officer. The three of them were responsible for all decision–
making, including hiring of new employees. They controlled and micro–managed all aspects of the
business, because they wanted to ensure their aspirational culture was fulfilled. Therefore, they were
extremely specific when it came to their applicant pool: "Hsieh and Fred Mossler interviewed every
job applicant. This was their way of

Mbazappos the Company That Is Powered by Customer Service
The Company That is Powered to WOW
Founded in 1999, Zappos started as site that only sold shoes. The idea for the site came to founder
Nick Swinmurn in his quest to find the right shoe. Swinmurn couldn't find exactly what he was
looking for in the different stores he visited. The stores either didn't have his size or the right style
and color. After spending hours searching and getting no where he went home shoeless. Swinmurn
attempted to shop online for the shoes he wanted. He couldn't believe there wasn't a site that offered
a huge variety of shoes. This inspired him to create a site that he envisioned that had a big selection
of different size, styles and colors of name brand shoes ("In The Beginning – Let There Be Shoes",
n.d.). ... Show more content on Helpwriting.net ...
Hsieh creates and allows fun to take the stress that comes with customer service positions. Even
though Zappos doesn't have the typical working environment, a leader should still stress the
important in taking the job seriously to ensure customer retention and great service. If there was
decline in the demand of the products Zappos offered occurred at this very moment I think the
culture will change just a little. I foresee the leaders of the company trying to hold on to the original
culture but the stress of the decline impacting the fun and free work atmosphere. Some leaders will
begin to focus solely on the operations of the company and the how to continue to make the
company profitable (Schermerhorn, Osborn, Uhi–Bien, & Hunt, 2012) .Slowly they will all become
transactional Leaders rather than transformational leaders focusing on money and not people. The
employee would provide wow service and have fun. All that would slowly phase out once the stress
from the leaders trickle down to the other staff members. These actions will eventually result in the
sales declining and the company being in a bad place financially. If the company response quickly
to the decline in the demand the culture could continue to provide expectable wow service to the
customer and a great working environment to the employees. In order for this occur the company
would have to keep open communication among the leaders and the employees. Zappos would need

Assignment 2 BUS 500
Assignment 2: Management at a Company
By
JACK PENDERGAST
Dr. Jean Gordon
Strayer University
02/22/2015
Zappos Company
(2) key changes Zappos.com is an online clothing and shoe company or shop that is currently based
in Nevada, Las Vegas. The company was founded in the year 1999 by Nick Swinmurn. The
company's initial inspiration came after he was not able to find one of his favorite pair of shoes, the
air walks, at the local mall. The same year, he approached Alfred Lin and Tony Hseih with an idea
of selling different types of shoes online. However, Hsieh was skeptical at first and went to the
extent of deleting voice mails sent by Swinmurn (Harnish, 2012). After Swinmurn stated that the
footwear in United States is ... Show more content on Helpwriting.net ...
This encouraged productivity since they has a chance to interact with the consumers and employees
at personal levels. They were able to make critical decisions that needed to be made instantly. The
changes in managed contributed to the company's improvement in its operations.
Senior management 's role
There have been different changes made to the organization in recent times. For example, the
organization head office had to relocate, there have been different changes in the economy and the
production cost has greatly increased leading to the increase in the prices of different products and
services. The senior management has played a major role in preparing the organization to make the
changes without any form of disruptions to its activities (Michelli, 2012). The transition to these
changes among other changes was smooth and had not forms of difficulties. The management was
able to handle the changes in a manner that the organization's activities were not affected in any
way. For example, the management was able to make these changes through quality preparations
and planning for the changes. The company had to relocate its headquarters. Before the relocation, it
consumers were made aware of the relocation before the time came. After the relocation, the
previous office still remained operational, where clients who did not know about the relocation
could be directed appropriately. The changes in the economy did not affect the

Personal Statement For My Management Class
Patrick Arakelian
10/24/2015
MGT360 Hanen
Excellent Leadership During my hours studying and reviewing for my management class I have
came across countless amounts of triumphant people, in addition to many diverse characteristics to
exemplify ideal management skills. Respectively, I came across several leaders and CEO'S who
both stunned me and overwhelmed me with their techniques they used. However, none other than
Tony Hsieh CEO of Zappos had me intimidated the way he did. For those of you who do not know
what Zappos is, Zappos.com is an online shoe and clothing superstore that is based in Las Vegas,
Nevada. At 41 years old today Tony is a man of knowledge, humbleness, respect, and most
importantly a man who owns a company worth working ... Show more content on Helpwriting.net ...
The intrapersonal perspective of authentic leadership focuses on the leader and characteristics like
self–concept, while the interpersonal perspective defines authentic leadership as a relational process
created by leaders and followers (Northouse, 2012)." In order to classify someone as a leader we
need to know ourselves what even makes a leader. For short, according to our text book we can say,
"Leadership is the process of inspiring others to work hard to accomplish important tasks
(Schermerhorn 318)." It helps to think of leadership as the process of inspiring others to work hard
to accomplish important tasks, such as Communicate the Vision, Build enthusiasm, and continue to
motivate commitment to hard work. When it comes to the place of being an executive, remuneration
power is the skill to persuade through plunder. It is the capability to present a great importance from
an encouraging result as a technique to persuade others performance. This engages us the use of
encouragement such as pay raises, bonuses, promotions, special assignments, and spoken or written
compliments managers can says, "If you do what I ask, I'll reward you." With Tony, it was even
more than that. The work environment he provided was just remarkable, the benefits he made
available for his employees were unlike any other from other companies. In addition to, a couple
ways I can describe Tony's leadership in action would be after

Zappos
Introduction
Founded in 1999, Zappos.com has quickly grown, increasing from almost nothing in gross
merchandise sales in 1999 to over $1 billion in 2008.
This fast growth is due to their focus on providing the absolute best service and the absolute best
shopping experience. The Zappos family currently staffs over 2,050 people. Their fulfillment center
stocks more than 3 million shoes from over 1,136 brands, and it is complemented by a 24/7
customer service center located at the headquarters in Henderson, Nevada. Zappos offers free
shipping on both orders and returns and a 365–day return policy. Clearly, their customer–first
approach is working, since 75% of their customers are repeat buyers.
Zappos's Background
In 1999, Zappos ... Show more content on Helpwriting.net ...
This was after Sequoia had passed on the chance to invest in Zappos in 2001. We should note that
Sequoia is the firm that has funded some of the most innovative companies in the world, such as
Apple, Google, YouTube, PayPal, Cisco, Oracle, Yahoo! and LinkedIn.
For the following few years Tony Hsieh focused on strengthening a culture where employees are
happy. His belief is that employees are generally happier if they are given some control over their
work. Consequently, their happiness makes them more productive. This philosophy helped Zappos
to grow to $1 billion gross merchandise sales by the end of 2008. Each new employee is told of two
company milestones on the first day on the job: their first $3 million sales day in 2006 the year Nike
products began selling at Zappos in 2007. In 2009, Amazon.com acquired Zappos for $1.2 billion.
However, Tony Hsieh remained as CEO in order to maintain the company's culture.
Zappos's Organizational Culture
Zappos's organizational goal is to create a family–style environment that challenges workers to learn
and grow every day. It wants employees to own and build the culture, giving employees the feeling
that they have a saying in the company. It strives to create and preserve a culture that encourages
"fun" and creativity in a family–feel environment that would attract repeat customers and spread
word

Organizational Structure: Zappos Essay
The Organalizational Structure of Zappos.com Mark Douanglathay MGT230 January 10, 2013
Susan Cannon The Organizational Structure of Zappos.com The organizational structure of
Zappos.com is revered as one of Americas' most innovative corporate cultures. The unique structure
of this company has been so successful that they have a department for business–to–business
consultations that assist other companies interested in adopting the model into their own
organization. From a struggling start–up business to a $1.2 billion merger with Amazon.com, the
company has remained true to its value of "delivering WOW through service" not only to its
customers but also to its employees as well. Although there are hierarchical levels, there is a ...
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In 2008, Apple released an e–mail synchronization program called MobileMe on the iPhone that
was supposed to rival that of BlackBerries e–mail program. Unfortunately, the debut of MobileMe
was a flop. A very disappointed Steve Jobs summoned the MobileMe team, proceeded to berate for
half an hour, and then appointed a new executive to run the group on the spot (Lashinsky, 2011). To
the masses of devoted Apple product users, working at Apples' campus would be geek heaven.
However, according to Lashinsky (2011), "Apple also is a brutal and unforgiving place, where
accountability is strictly enforced, decisions are swift, and communication is articulated clearly from
the top." Organizational structure is not always so cut and dry. These days, more and more
organizations are looking to flatten their hierarchy to pursue a collaborative environment. Google's
organizational structure, like Zappos, is flat with low levels of management. Google encourages
employees to take initiative without needing approval from multiple levels of managers. To inspire
the spirit of innovation in its employees, Google came up with the 70–20–10 rule. Frenz (2013)
states, "They have the freedom to spend 70 percent of their time on current assignments, 20 percent
on related projects of their choosing, and 10 percent on new projects in any area they desire."
Employees have the freedom to set their own goals and change

Company Overview : Zappos, Inc
Company Overview
Zappos, Inc has been on the Fortune 500 "Best Company to Work for" list several consecutive years
in a row. Zappos has also realized sales growth of one million to several billion in a short period
(2014).Nick Swinmurn founded Zappos in San Francisco, California in 1999. Mr. Swinmurn had a
vision that there could be a more efficient and selective alternative to shopping for shoes and felt
that the internet was the solution to in–person shoe shopping restrictions. Just a year later, Tony
Hsieh, a Harvard University graduate, who initially served as an investor, joined the organization as
Co–CEO in 2000. He immediately began working on developing the core values of the company
and shifted his focus on the culture of the organization and making the workplace enjoyable for
every employee. In the evaluation of the company's global culture it was decided to relocate the
company to Las Vegas, Nevada in 2004.
When it comes to the hiring process, Zappos is unique in their approach to selecting candidates.
Instead of the typical reserved corporate look and atmosphere, they are always looking to acquire
staff that can fit into their more relaxed, but hard–working and creative, culture. Tony Hsieh was
and still is passionate about creating a happy environmental that everyone would be talking about.
With the help of the Zappos employees, he created the "10 Core Values" which has been a driving
force in the company's success. (Zappos, 2014)
Much like its selection

Tony Hsieh
A Leadership Profile of Tony Hsieh 2
2
3
A Profile of Tony Hsieh
A Leadership Profile of Tony Hsieh
CEO of Zappos.com
Jeremy A Later
University of Louisville
Dr Bradley Carpenter
ELFH 490–91
1
15 May 2015
A Leadership Profile of Tony Hsieh Tony Hsieh graduated from Harvard University in 1995 with a
computer science degree and went to work for the computer software giant Oracle. Then he quit.
He quit because he was bored and didn?t see himself fitting well into a typical corporate
environment. Leveraging relationships with capable friends, he immediately co–founded a small
web–based advertising company called LinkExchange (Hu and Mitchell, 1998, para. 5). Using a
creative and collaborative environment, the company accrued more ... Show more content on
Helpwriting.net ...
Sources of conflict are ?personal differences, informational deficiencies, role incompatibility, and
environmental stress? (Whetten and Cameron, 2011, p. 380). If there are conflicts in Zappos, they
are very likely to be issue–focused conflicts where there is a resource allocation decision to be made
or informational deficiencies (Whetten and Cameron, 2011, p. 379). I arrived at this conclusion by
examining other sources of conflict listed by Whetten and Cameron (2011) as incompatible roles,
and environmental stress and determined they were not as likely due to the structure of the Zappos
organizational

The Seven Steps Of A Healthy Organization
At the beginning of doing my research I was not sure what Organizational culture was. In fact, I
thought it some kind of innocuous entity with no real meaning at all, but I now know that it is so
much more than that. Organizational culture is a companies back bone that determines the type of
organization that it will be and what it values above all else. It also determines if it will have a
healthy organizational culture or not and with it a great company can be constructed or demolished.
The seven steps of a healthy or unhealthy organizational culture can be found in any company
whether it be in public or private sectors. The difference and important part is how a company
implements these stages, in using these seven stages with deliberate purpose and putting in the effort
necessary an organization can keep a healthy culture within it. Nevertheless, if an organization just
leaves its culture and let it become what it may then anything can happen but without constant care
and forethought it is likely not to work out for the best. In both healthy and unhealthy culture there
are seven key factors that make them distinguishable to the outside or inside observer. The first is
innovation and risk a company that encourages its employees to take risks and think of new
innovative ways to do things is well on its way to having a healthy organizational culture. Although
risk taking in a company is encouraged if a company pushes its employees to take unnecessary risks
this can

Zappos Case Study
This essay will include an opinion of what a good recruitment policy Zappos has. If this policy is a
good one for its employees and how it will impact them. The original idea for Zappos was to offer
the biggest and best selection of shoes. Normally, this online vender would just have a few
selections of shoes but, unfortunately, their strategy didn't pan out the way it was intendent to. Many
retailers both online and offline, where consumers can shop for shoes. Tony Hsieh, Chief Executive
Officer for Zappos changed the mission statement to offer the best customer service of any shoe
retailer. By changing their mission, Hsieh acquired the attention of many customers. Wanting to
capture the essensece of what makes a company great, Hsieh maintained a self–motivated, fulfilling
company philosophy. The company would be known as a great place to work, and thus develop
loyal customers who would deliver the revenue needed to satisfy shareholders.
Review/Analysis of the Case
It is my opinion that iternal recruitment best fits the culdture of Zappos and that with this policy,
success for the company is total. Recruitment that utilizes internalsources is finding candidates who
already work for the organization promoting fromwithin (Noe .R, Hollenbeck .J, Gerhart .B, Wright
.P, 2014 p.144). Zappos has designed a recruitment policy assists them in hiring the finest
employees. During the hiring process, candidates go through a rigorous interview process before
being employed by the

Tony Hsieh Contemporary Leader
Tony Hsieh, CEO, Zappos.com Zappos is an online shoe and merchandise retailer that grew from a
startup company in a San Francisco apartment to become a billion dollar company within a decade,
while also being consistently ranked as one of the top companies to work for the past five (5) years.
Zappos has 1,243 employees and had revenue of $2.2 billion in 2011. While the company cut 1,670
jobs in 2011, there was no voluntary turnover and more than 46,000 job applicants. (Vellota, 2013)
This was accomplished by making good business decisions and adhering to a set of core values that
everyone is expected to commit to. Amazon acquired Zappos in 2009 for $920 million, yet, it
continues to operate independently to maintain their unique ... Show more content on
Helpwriting.net ...
(Hsieh, 2010) Zappos' success is largely attributable to its unique focus on customer service;
however, Tony Hsieh's primary focus and top priority is company culture. (King, 2011) It is Hsieh's
philosophy that if they "got the culture right, then building our brand to be about the best customer
service would happen naturally on its own." (Hsieh, 2010) On the topic of customer service, Hsieh
believes that "customer service shouldn't be just a department. It should be the entire company."
(King, 2011) Zappos defines the core values from which they develop their culture, their brand, and
their business strategies. The ten core values that Zappos live by are: (Hsieh, 2010) 1. Deliver
WOW through service – doing something that is beyond what is expected and that has an emotional
impact on the receiver. 2. Embrace and Drive Change – embracing change enthusiastically and
perhaps even more importantly, to encourage and drive it. 3. Create Fun and A Little Weirdness –
encouraging weirdness is to encourage people to think outside the box and be more innovative.
When you combine a little weirdness with making sure everyone is also having fun at work, it ends
up being a win–win for everyone. Zappos employees are more engaged in the work that they do and
the company as a whole becomes more innovative. 4. Be Adventurous, Creative, and Open–Minded
– wanting people to

What Makes A Good Leader? Essay
The Authentic Leadership is grounded in the principle found in the family adage "to thine own self
be true" (Hughes, Ginnett, Curphy, page 166) those leaders showed all times their values, their
beliefs and their actions as one element. Tony Hsieh put in place in the company his vision to lead
Zappos to a new innovate role to how do business and the same time be happy in your workplace.
He embrace the concept of Holacracy, this process provide business effectiveness with "flexible
organization structure, with clear roles and accountabilities, new meeting format, geared toward
action and eliminating over analysis, more autonomy to teams and individuals to solve issues
themselves and unique decision–making process, to continuously evolve the organization structure"
(Holacracy 2015) To get to this point, Mr. Hsieh create a new policies and procedures for Human
Resource to who will be the next employee and what path those needs to follow in the company.
Step One: after the regular skills and expertise assessment the interview are concentrate if that
employee will fit the company's values and culture. All prospective employees are asked questions
from cultural to technics subject manners to perceive their reaction and make sure there are the
correct candidate to that position. Even this person are the most qualification in expertise or skills, if
they cannot pass this interview, he or she will not be hire because no meet the most important aspect
on the interview which if this

Zappos Is An Online Shoe And Clothing Corporation With Its...
Zappos is an online shoe and clothing corporation with its headquarters in Las Vegas, Nevada.
Zappos, originally called ShoeSite.com, was founded in 1999 by Nick Swinmurm. Swinmurm was
frustrated by the lack of shoe varieties at his local mall in San Francisco, California, he then decided
to try to shop for quality shoes online. At that time, there were large numbers of online family
stores, but none of which specialized in selling shoes. With the idea of creating an online store that
specialized in providing customers with quality customer service and a large shoe selection,
Swinmurm created Zappos. Current Zappos CEO Tony Hsieh, created a vision for the company that
is based on providing its customers with the best service, the best selection of shoes, and appeal
using an e–business environment. By providing customers with the best online experience, Zappos
was able to gain over one billion dollars in annual sales. Another aspect that stands out about the
company is their treatment of their employees, "the vision stems from CEO Tony Hsieh, the 42–
year–old entrepreneur who has made clear that he puts passion and company culture above profits"
(Low, 2016, p. 18). Zappo's organizational culture is very different from that of a traditional
corporation's organizational culture.
Zappos displays a "clan culture organization that has an internal focus and values flexibility rather
than stability and control" (Kinicki & Williams, 2015, p. 230). Zappos is a clan culture

Tony Hsieh Zappos
Tony Hsieh wants to take Zappos in a new direction with the introduction of a new product line, the
mindset of the CEO is that there is no limit to what Zappos can accomplish with the right
leadership, which can make or break a company. A company that attempts to move their company
into another industry, without doing research or contact customers to get feedback on what new
product they want to sale in their stores. Keeping in mind that they have to answer to their
stakeholder also executive members (Ferrell & Hartline, 2013). The dedication to keep the customer
and employees happy has Zappos listed as the best company to work for, 50 of the most
groundbreaking corporations, also included in the World's Most Ethical Businesses. Zappos
welcomes

Lack Of Leadership In Zappos
One of the world's most successful online retailers, Zappos, has garnered substantial amount of
attention in recent news. Zappos delivers an array or products over the Internet, such as shoes,
handbags, offering free and fast deliveries. The company, which was newly acquired by Amazon for
about $1.2 billion, remains as an independent subsidiary (Sanghera, 2015), retaining Tony Hsieh as
the chief executive officer (CEO). However, as Zappos grew, innovations slowed, and the infamous
company culture began to lose momentum with an expanding workforce and having more managers
joining the ranks (Gelles, 2015). Hence, all eyes are set on the multi–billion dollar company, known
for it's unmatched customer service and eccentric company culture (Mitchell, ... Show more content
on Helpwriting.net ...
2015. "Zappos: Accept "Constant Change' Or Quit; Company's new system, Holacracy, replaces
hierarchy with "circles'" Investor's Business Daily, April 6. Retrived on September 11, 2015) .
(http://lexisnexis.com)
McGregor, Jena. 2015. "Pushing Shoes and a Vision" The Independent (independent.co.uk), May
12. Retrived on September 11, 2015. (http://lexisnexis.com)
Mitchell, Dan. 2008. "Shoe Seller's Secret of Success" The New York Times, May 24. Retrived on
September 11, 2015 . (http://lexisnexis.com)
"Rights, not perks, drive entrepreneurs on." 2015. The Sunday Business Post, May 24. Retrived on
September 11, 2015. (http://lexisnexis.com)
Rothberg, Daniel. 2015. "With no bosses, how do Zappos employees get raises?" Las Vegas Sun,
July 15. Retrived on September 11, 2015. (http://lexisnexis.com)
Sanghera, Sathnam. 2015. "If Holacracy enters your workplace, don't wait – run for the hills" The
Times (times.co.uk), May 29. Retrived on September 11, 2015. (http://lexisnexis.com)
Schachter, Harvey. 2015. "MANAGING BOOKS; Would an office without managers work?;
Holacracy proposes a system for organizing a company that uses a constitution and has the boss
surrender power" The Globe and Mail (Canada), Ontorio Edition, July 29. Retrived on September
11, 2015.

Case 2 Essay
1) Find a list of all 10 of Zappos' corporate values. Pick two of the values and explain how you think
those values would influence the way employees do their work. a) Create fun and a little weirdness
is one of the 10 Zappos' values, I liked this corporate value a lot because in order for every
employee to do his/her work in a good way, they have to have a little fun once in a while to make
the work interesting and exciting for everyone, in this company they laugh at themselves every once
in a while, and being a little weird requires being a little innovative, this way really bring success,
and it's a key to their survival, and also that way the employee does not feel that the work is boring,
this value encourages people to think ... Show more content on Helpwriting.net ...
For instance, when he gave his employees extra food, or having fun with them once in a while to
make them feel good about work and not to feel that this company is boring. The second one which
I think that Zappos' is very high in it; attention to detail, Hsieh was always looking to build trust
between him and his costumer and his employees also, and he was always attention to every
employee life and personality and they celebrate and embrace their diversity and each person's
individuality. Hsieh wants people to express their personality in their work, so they can be more
active and work better. 3) How did Zappos' corporate culture begin? Zappos' corporate culture
began with a guy who decided to buy a shoe online. Hsieh tried looking for his shoes online and was
again unsuccessful. Although there were a lot of pop stores selling shoes online, what was
interesting to Hsieh was that there was no major online retailer that specialized in shoes. So, since it
was 1999 and anything seemed possible at that time, Hsieh decided to quit his day job and start an
online shoe retailer and in that day, Zappos was born. Also His epiphany was the result of learning
through research that companies serving customers with a higher purpose outperformed those that
focused on market leadership and

Online Shopping Is A Growing Trend
In today's time, online shopping is a growing trend. Developing new and exciting ways for buyers to
buy and receive items without having to step foot into a mall or shopping center. It becomes more
convenient for the busy people in the world. Whether its grocery shopping or clothing, you can buy
it online without hassle. Zappos is an online clothing and shoe company that has shown great
progression from when they began. Zappos CEO Tony Hsieh, has run his company with an
approach to serve products in the finest timely manner and with great service. On his quest to rise to
the top, can Zappos CEO continue with the same mentality he has had with the company since the
beginning? Tony Hsieh demonstrates a different type of leadership. When you think of a CEO you
may think of someone that is strict and is always about business and making money. Tony Hsieh
isn't that type of CEO. His leadership traits are very different from the norm. According to The
Muse, "Tony is known for communicating with all employees directly via personalized email
updates, all–hands meetings, and informal team gatherings, making sure that significant company
news comes straight from the top. But it's not a one–way lecture–Tony take time to really listen to
his employees, too." (Fayer). Hsieh shows many traits of effective leadership one being a servant
leadership; one that is follower–centered and committed to helping others in their work. It seems
Hsieh feels as though work shouldn't feel like work, but

Zappos
1. The original business model for Zappos was the drop ship model which is being the middle man
(Brady, 2010). The easiest way to think about a drop ship business model is to think about your own
retail web based or mail order business. In many ways they work the same. An order with payment
comes in, is processed and then shipped to the purchaser. In both your retail environment and in the
drop ship environment, the person receiving the package is your customer. The only difference to
the customer is that in the one instance, the product is shipped directly from your location and in the
other instance; the product is shipped from another location. (Steve, 2009). Over the past several
years, drop shipping has emerged as the 'go to' strategy ... Show more content on Helpwriting.net ...
We've aligned the entire organization around one mission: to provide the best customer service
possible". At Zappos it's all about customer service and this was and still is their main strength.
Zappo is very good at applying the 4P's with the 4 C's that Porter talks about in our lecture. They
even have an application for smart phone to make sure that their customer can buy even with their
phones. With this model I believe that they can sustain their popularity and especially as long as
they keep giving to their customer's great experiences and products that they need for the best price.
Last but not least, the company trains and exposes all its recruits to customer service regardless of
their position. They also encourage innovation by motivating its employees to come up with
passionate ideas which they go ahead and which help the sustainability of its customer service
implement (Milligan & Smith, 2011).
4. Zappos's new model that is based on loyalty and relationship marketing made the company make
1 billion $ in revenue in 2009. Zappos's new strategy of offering not just shoes but as well
introducing clothing and apparel to the site is definitely a great move knowing that the apparel
market of is 4 times the size of the footwear market Zappos's believe that in order to make its
customers happy they should first make their employees happy which they are succeeding at making
Zappos among the best 100 company to work for (Adriana,

Success With An Online Shoe Store
Nick Swinmurn struggled to find the perfect pair of shoes in his local mall. He browsed through
many stores and failed to find the correct size shoe, in the right color, with the right style. This is
when he thought to create an online shoe store that made shoe shopping easy. Every style, color, and
size all on one site. At the time the internet was just starting to come alive and currently 5% of the
shoe industry was being sold through mail in catalogs. This encouraged Swinmurn and lead him to
believe there would be success with an online shoe store (Hsieh). He originally named the site,
shoesite.com, and in 1999 he went on his way to find investors to jumpstart the website. He fell
upon Venture Frogs, an early stage venture investments ... Show more content on Helpwriting.net ...
In 2009, Zappos began exploring acquisition deals with Amazon. Hsieh was not entirely
comfortable with this and did not want to lose the incredible company culture through the sale of
Zappos to a bigger brand. He was afraid Zappos would lose its identity and this is the base of the
company's success thus far. However, the other board of directors were only interested in making a
profit off Zappos and loved the idea of the Amazon acquisition. Hsieh thought about buying out the
board of directors since he was out numbered at the time but came to realize this would not be an
option since it would cost 200 million dollars to do so. After hours of meeting with Amazon
officials, they were able to come to an agreement that pleased all of the board of directors, including
Hsieh. The acquisition consisted of a 1.2–billion–dollar stock and cash deal that allowed Zappos to
continue to operate as its own entity (Hsieh).
Zappos core businesses include shoes, clothing, handbags, and accessories. Shoes account for 80%
of Zappos revenue leaving the other product lines accounting for 20%. Zappos offers over 50,000
different varieties of shoes including some niche markets, narrow, wide, hard to find sizes, and
American made (Zappos.com). Another aspect of their core businesses is their company culture and
customer service. Hsieh built the Zappos brand off ten company core values and they are used as a
baseline for hiring and firing

Company Profile Of Nick Swinmurn Company
Nick Swinmurn founded Zappos in 1999 after he had spent a day shopping for shoes in San
Francisco. After browsing online, Swinmurn chose to quit his job and start a shoe website that
offered the best service and best selection. The website was originally called ShoeSite.com and it
started as a middleman, transferring orders between suppliers and customers but not holding any
inventory (a "drop ship" strategy). The website was eventually renamed Zappos, in reference to the
Spanish word for shoes (zapatos). In 2000, entrepreneur Tony Hsieh was chosen as the company's
CEO. At 26 years old he was an early investor in Zappos, already making $265 million by selling
his startup company to Microsoft in 1998.
Tony wasn't initially sold on the concept of an Internet shoe store. He notified Inc. magazine, "It
sounded like the poster child of bad Internet ideas...but I got sucked in." After Tony became CEO he
made an unconventional decision to continue operating Zappos, even selling his San Francisco loft
to afford a new warehouse and once making his salary at just $24. Zappos didn't do well for its first
few years, making sales but not producing a profit. The dot‐com crash made Zappos lay off half its
staff, but the company eventually recovered. By the end of 2002, Zappos generated sales of $32
million but still was not profitable. In 2003, the company decided that it had to control the whole
value chain in order to offer the best customer service. They made the whole value chain from

Assignment 2: Integrating Culture and Diversity in...
The number one philosophy of building a great business is to fill a void. Nick Swinmurn founder
did just that in 1999 when he started Zappos.com Inc (Zappos.com). Mr. Swinmurn wanted to start
an online store that catered to selling a great selection of shoe after going to a mall and he could not
find the shoes he was looking for (Eng 2012; Zappos.com). The website was dedicated to the selling
of wide variety of brands, colors, sizes, and widths; if you are looking for a shoe chances are
Zappos.com has them. There was finally a website customers could go and shop for the best shoes
and have no trouble returning the shoes if it did not fit. The website started by Nick Swinmurn
going into stores and actually taking pictures of shoes then ... Show more content on
Helpwriting.net ...
Due to the fact employees do not have to check with management to in order to help the customers,
employee's are tasked with coming up with out the box ways to provide better customer service
(Kopelman at., el 2012; and Zappos.com). According to the Kopelman article, "Zappos also
encourages employees to respond spontaneously and warmly to customers...One Zappos employee,
for example, sent flowers to the funeral of a customer's husband, an action that was taken without
first checking with a supervisor. This gesture purportedly earned the company 30 loyal customers"
(Page 67).
Determine the factors that caused the organization to embody this particular culture:
Innovation has been another key component for Zappos.com Inc. The company itself was started by
an innovated idea of having a large inventory shoe store online and it has continued to be innovated
from offering free shipping to having an intelligent tracking system. Such innovation has been
geared towards a productivity–driven practice. Normally inventory is stocked in a warehouse by
stacking the shoes with the same brand by each other; however Zappos tracks each pair of shoe
allowing for random stacking and saves lots of time (Kopelman at., el, 2012). This means the shoes
or products gets to the consumer faster.
Determine what type

Hsieh Zappos Hiring Process
The ninth value is to be passionate and determined. Hsieh's belief in the concept of Zappos is what
fueled his determination to keep the company afloat. "We are inspired because we believe in what
we are doing and where we are going." (Hsieh, p. 181). Hsieh refused to take no for an answer and
that is attributable to Zappos' success. This is a key criterion in the Zappos hiring process. If a
candidate doesn't seem passionate about possibly working for Zappos, they won't fit in with the
culture. Being around co–workers with a positive, but realistic, attitude makes coming to work
enjoyable. The final value asks employees to remain humble; another value considered in the hiring
process. Zappos has turned down many candidates for employment that boastfully spoke of
individual accomplishments instead of giving credit to their team. The Zappos culture requires
employees to take a modest approach to customer service; constantly obsessing over the customer's
needs. As aforementioned, building relationships is key to the Zappos brand. In order to build strong
relationships, employees must treat everyone with respect. ... Show more content on Helpwriting.net
...
The values are structures in a way so that each value flows into the next. At Zappos, they strive to
merge an employee's professional life with their personal life. Hsieh believes that the Zappos core
values not only formally define the Zappos culture, but they provide a pretty decent list of personal
values too. This follows Zappos' desire to not only improve professionally, but personally as

Case Study Essay
CASE 10: Zappos–They Do It with Humor When Zappos CEO Tony Hsieh was the featured guest
on The Colbert Report, host Stephen Colbert grilled him about the company's success and customer
loyalty. Hsieh replied that it's Zappos's goal to deliver WOW" in every shoe or clothing box. The
company is consistently ranked highly as one of Fortune's "Best Companies to Work For Amazon's
Jelieoris liked Zappos so much he bought the company. Customers First Zappos's relentless pursuit
of the ultimate customer experience is the stuff of legend. The company offers fast shipping at no
cost and covers return shipping if you are dissatisfied for any reason at any time. The Zappos brand
is less about a particular type of product and more about providing good ... Show more content on
Helpwriting.net ...
Staffers blow horns and ring cowbells to greet participants in the 16 weekly Louis, and each
department tries to offer a more outlandish 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 better7
Those who want to learn Zappos's secrets without venturing to Las Vegas can subscribe to a
members–only community that grants access to video interviews and chats with Zappos
management. Ask nicely and the company will send you a free copy of their Zappos Family Cul–
ture Book a compilation of employee's ideas about Zappos's mission and core values. Hsieh has his
own tome, too–Delivering HaPPiriess. Bider 33uctiactat7 Hsieh's latest move to shake up the world
of organization cultures is to embrace a fashion–forward concept called Holacracy. Trade–marked
HolacracyOne, it is described as an approach that "replaces. today's top–down predict–and–control
paradigm with a new way of achieving control by distributing power* In Zappos's holacracy,
employees are partners and managers don't exist. Partners hold power distributed by the Holacracy
Con–stitution. They constitutionally agree to things like creating and acting on projects to fulfill
roles, tracking progress. helping one another, and spotting tensions indicating things could be better.
When Zappos adopted Holacracy, Hsieh justified the shift this way: "There's the org chart on paper,
and then the

Consumer Satisfaction In Zappos
Zappos' has placed a great deal of emphasis on consumer satisfaction which has contributed to their
profitability (Ferrell & Hartline, 2014). Consumer satisfaction is the key to consumer retention
(Ferrell & Hartline, 2014). Fully satisfied consumers are more likely to become loyal consumers,
even advocates for the organization and their products (Ferrell & Hartline, 2014). Satisfied
consumers are less likely to explore alternative suppliers and their less press sensitive (Ferrell &
Hartline, 2014). Therefore, satisfied consumers are less likely to switch to a different competitor
(Ferrell & Hartline, 2014). Satisfied consumers are more likely to spread positive word–of–mouth
about the organization and their products (Ferrell & Hartline, 2014). However, the way the
consumers think about satisfaction ... Show more content on Helpwriting.net ...
Managers, particularly those in the frontline, must understand that an endless number of things can
and will go wrong in meeting consumers' expectations (Ferrell & Hartline, 2014). Even the best
strategies will not worker in the event of a consumer being in a bad mood (Ferrell & Hartline,
2014). Although some factors are simply uncontrollable, managers should be aware of these factors
and be ready to respond as needed (Ferrell & Hartline, 2014). A key aspect of Zappos' consumer
services model is that nothing is scripted (Ferrell & Hartline, 2014). Employees have free reign in
their decision–making and are expected to spend as much time as needed to wow the consumer
(Ferrell & Hartline, 2014). The employee is to help consumers shop, even on their competitors'
websites, encouraging the consumer to buy multiple sizes or colors to try, and do anything it takes to
make the shopping experience memorable (Ferrell & Hartline, 2014). Zappos' consumer service
representatives try to develop relationships with their consumers and make each individual
consumer happy (Ferrell & Hartline,

How Is Siddhartha Successful
Great achievement is always correlated with fame and riches, but is that all? What about happiness,
knowledge, and family? In the book Siddhartha by Hermann Hesse, the most successful characters
are Siddhartha and Vasudeva. Based on their pursuit of knowledge, evaluating themselves and their
psychological happiness, they have both become the characters that have lead a successful life.
Leading a successful life is no easy task, they are faced with many obstacles.
Initially, Siddhartha would've been the successful character of the two, but thinking back on
Vasudeva and how he had his priorities straight from the beginning, it would make him be more
prosperous in life. The article "How 9 Incredibly Successful People Define Success" says, "Zappos
... Show more content on Helpwriting.net ...
Individuals who are so spiritually in touch with earth and themselves. They both have achieved the
look, listening skills and guidance as one who lives in unity. This is known as Nirvana or ultimate
enlightenment, it can not be taught, and both Siddhartha and Vasudeva have pursued it time and
time again. Success didn't arrive to them early in life, it came when they were old and grey or hours
before their death like Vasudeva. In the book it states, "With great joy and gravity he watched him,
saw his steps full of peace, his face glowing, his form full of light" (Hesse 137). Vasudeva left into
the woods to die peacefully once he reached perfection, unity. This relates to the article, "Your Lifes
Purpose? What they do and Why they do them" by Scott T. Allison because of the journey and
struggles you go through before reaching success. The article states, "Once you return from your
journey, you will use your new–found gifts to make the world a better place" (Allison 1). This is
related to the success of Siddhartha and Vasudeva because they both helped others with their unique
set of gifts. Which is being stated in the book "Give me something to help me on my way,
Siddhartha" (Hesse 149). Giving advice to Govinda is just one of many skills Siddhartha now has.
Listening and giving advice to others, taking them across the river, patience and so much more are
the skills Siddhartha now has. However, Vasudeva and Siddhartha would go through hurdles in their
life, so when they finished, they were much older,

Zappos: Cost Of Customer Service
CEO Tony Hsieh and the successes of his world–class customer service are know around the world
for the insane things they will do to please their customers like buying shoes from a competitors
store because they ran out of stock or sending a free pair of shoes to a best man who arrived to a
wedding with no shoes (Edwards, 2012). Although they are well known for there customer service,
it does cost them a substantial amount to be the best, to make up for these cost there are things that
Zappos can do to reduce and offset its cost of customer service. Zappos has a large warehouse and
within this warehouse there are several ways efficiency may be improved to reduce costs. First,
Zappos can look to simplify processes to determine if product

Zappos
Delivering Happiness
Final Paper 8/22/2012
Zappos, an online retailer, is proving that an unfamiliar approach to business can also help grow
revenue. Zappos revenue grew from $1.6 million in 2000 to $1.64 billion in 2010. How can a
company focused on happiness be successful? Zappos corporate culture and focus on customer
satisfaction has made it both successful and a model for other companies. Zappos focus on
stakeholder happiness contributed to its success. Tony Hseih in his book Delivering Happiness says,
"It's a brand about happiness, whether to customers or employees or even vendors" (Delivering
Happiness) In 2000, entrepreneur Tony Hsieh became the company's CEO. Hsieh was 26 at the time
and surprisingly was not sold on the ... Show more content on Helpwriting.net ...
As the world and business tends to evolve, now more rapidly then ever, the company is able to stay
ahead by driving the change and evolving faster then the competition. Changing and service are not
the only keys to success as the third core value is to "create fun and a little weirdness". This is
another driving force that Zappo possesses that differentiates itself from other companies. The
company culture embraces fun and humor. Zappos strives to have a unique and memorable
personality. There company culture is what makes it successful, and they believe that embracing
their diversity and each person's individuality will help with creativity. Through this culture a
positive result has been the support of people to "think outside the box". When you are combining
weirdness and having a little fun at work, it is a win– win for everyone. Employees are more
engaged in the work that they do, and the company as a whole becomes more innovative. Zappos is
a risk taking organization where making mistakes is encouraged. You do not hear that too often, as
we discussed in class mistakes are frown upon, at Apple the employees are sometimes beaten! At
Zappos, call center workers are prompted to try new things to delight customers. Managers are
asked to take their team members out of the office as a way to get them to think about their jobs
differently and create stronger bonds. There main goal is to be

Zappos Case Study
V–236 2/12/14
Case 1
Zappos has 10 different commandments that they abide by on the everyday basis. There are two
commandments that stand out in my opinion that would influence the way employees do their work.
Be adventures, creative and open minded. Giving the employees the ability to take risk when doing
their normal day task. For example, the call center workers are promoted to try new things to make
the customers feel delighted and appreciated. Where as some jobs that offer a call center have their
employees on a scripted dialogue, almost making them sound like robots. I think Zappos has faith in
there employment by giving the employees an encouragement to make misstates because they are
only going to learn from them. ... Show more content on Helpwriting.net ...
Everyone in the whole company goes through this training regardless of what your rank is and what
you do for the company, its mandatory. Then at the end of the four–week training process the whole
class is given an offer for $2000 to quit. This whole process of two interviews and training helps
Zappos maintain their culture. The right culture with the right values will always produce the best
organizational performance. I agree 100% with this statement. There are three things that culture
implies; perception, descriptive, and the different backgrounds that individuals have, which are the
shared aspect of culture. The perception defines what the employees experience in the work place
and how they are treated. If the employees are treated fair and are encouraged to reach new heights
with no fear of making a mistake, then in my opinion they would actually try harder. The descriptive
implies how the employees feel about the culture of the company, not if they agree with it or not. So
if companies have a welcoming environment more people will be intrigued to work for a company
with strong cultural values. Getting together the right people for the culture that you want your
company to retain is critical. Having the employees in a state of mind where they are comfortable to
express themselves while meeting there goals would make any business perform at its best. Other
companies could learn a lot from Tony Hsieh

Zappos Corporate Culture
Zappos is an online shoe retailer founded in 1999 by Nick Swinmurn. Swinmurn became tired of
not being able to find the right pair of shoes in retail stores or mom and pop stores located on the
internet. He discovered that there was no major online retailer that specialized in shoes, so he
created Zappos. Zappos has a very distinctive corporate culture. Zappos approach to corporate
culture is Great benefits and a workplace that is fun and dedicated to making customers happy. The
shoe retailer has a unique hiring process which starts with a cultural fit interview. The interview
carries half the weight of determining whether or not the applicant is hired. The cultural fit interview
determines whether or not an applicant will get called back, ... Show more content on
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The company is dedicated to inspiring, educating, and outfitting members and the community for a
lifetime of outdoor adventure and stewardship. The company is a co–op, so rather than making
money off their consumers they return profits to customers as a patronage. Since the company is a
co–op, the 10,000 employees also have a stake in the company giving them a yearly dividend of
profits. The company hires people who immerse themselves in the outdoors in the personal lives
creating for a better work environment because employees share the same hobbies as the customers.
CEO Dennis Madsen states that employees like the idea of incentives. At REI employees compete in
challenge grants to win equipment. Last year REI gave away $30,000 in equipment to its
employees. The company partakes in outdoor trips that employees enjoy partaking in allows for
employees to enjoy working for the company. The company's culture is created for the love of the
outdoors. Employees, the company, and customers are all engaged in the same hobbies which
creates a fantastic culture and values that they all

Why is Important to Have Innovation Metrics Essay
Measuring innovation is important because it allows companies to track performance and efficacy.
Davila, Epstein, and Shelton (2013) state that companies often look at the time to value, risk and
value of their innovations to gauge the efficiency. However, there are other indicators of success that
can help measure innovation like looking at the organizations culture, infrastructure, and exposure
to stimuli (Davila, Epstein, & Shelton, 2013). Zappos.com has created a "Culture of Happiness" and
uses the organizations culture as its gauge for innovation efficacy.
Zappos.com is an online shoe retailer but their main focus is customer service. Tony Hsieh is the
CEO for Zappos.com and he seems to really understand the innovation strategy and ... Show more
content on Helpwriting.net ...
This allows the employee to take the time necessary to fully engage the customer and meet their
needs without feeling like one must rush callers off the phone to get to the next person in the cue.
Additionally, idle time is monitored to ensure that the employees are being productive and not just
ending calls but keeping the line open (Furness, 2012). This slows down the calls and creates longer
wait times for customers which could lead to a loss of business (Furness, 2012). Another tool
Zappos.com uses is their "Happiness Experience Form." Employees are rated on their ability to
engage and build rapport, ability to meet unstated needs and the creation of "wow experiences"
(Furness, 2012). Employees are rewarded for good performances and given additional training if
they fall below expectations.
In addition to monitoring call quality, Zappos.com uses a program called "Panda" which is a
performance metric related to employee attendance and punctuality. Employees are given points
when they are absent or late and those that have zero points in a given timeframe are rewarded with
extra time off (Furness, 2012). While the employees' attendance is still being tracked, the ability to
earn extra time off incentivizes the employees to come to work and do a good job, which is
important to maintaining the fun Zappos culture. Furness (2012) states, "the bottom line is that
Zappos designed performance metrics that maximize

Integrating Culture and Diversity in Decision Making Essay
Integrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile
BUS 520 – Dr. Joy Lee Story August 3, 2013 1. Provide a brief (1 paragraph) description of the
organization you chose to research. Zappos was founded in 1999 during the dotcom boom by Nick
Swinmurn [ (Twitchell, 2009) ] on a quest to buy a pair of sneakers at a local mall. It has grown in
to a 1.2 billion dollar subsidiary of Amazon.com and a leading on–line provider of everything from
shoes to couture handbags. They have done this with a simple motto: "Powered by Service".
Providing all of their customers with free (sometimes next day) shipping and returns, Zappos has
invested in the power of word of mouth to fuel their business. ... Show more content on
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Zappos seems to suggest that the way they treat their external customers as a company and the way
their internal customers treat each other are not varied. In each of the videos posted on their
company blog, employees regard their Core Values as both the way they guide their interactions
with customers and with each other. Though subcultures do seem to exist (based simply on the
variety of employee groups with blogs on their website), Zappos has taken great strides through
rituals like their "Wishez" program to keep those unique subcultures from becoming countercultures
that work against the common goals of the company. Indeed, relationships within these subcultures
seem particularly strong. In one video describing the "Wishez" program and the way it bonds other
departments together, employees seem to indicate that without it they might have never interacted in
the first place. This seems to lend itself to Barker and Tompkins theory that "employees [maintain] a
tendency to identify more strongly with their individual work teams than with the company as a
whole". [ (Schrodt, 2002) ] In one video, an employee identifies that she has hired a marching band
to come and play Happy Birthday for another employees 40th birthday because he had teased when
she turned 40. They work in the same department. By forging such

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