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BUS 430: Operations Management:

1. “Customer Service” Please respond to the following:

  • From the Zappos video, analyze the role that customer service plays in business and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service experience. Evaluate how OM activities impact the management of goods and services that Zappos provides. https://www.youtube.com/watch?v=tFyW5s_7ZWc#action=share

2. “Operations Strategy” Please respond to the following:

  • Choose two service companies with which you are familiar, such as Facebook, Amazon, and UPS. Apply Hill’s Strategy Development Framework to them.
  • For each company you chose, compare and contrast each sector of the framework and determine which key area(s) provide(s) a competitive advantage. Provide at least two examples to support your position.

3. ” Service Positioning versus Product Process ” Please respond to the following:

  • Examine the roles of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) in business. Determine how each system can play a critical role in managing value chains.
  • How does LaRosa’s Pizzeria use this technology in order to improve the supply chain and value chain operations? Determine the ways this technology has helped to deliver quality to the customer. Assess the challenges that LaRosa’s Pizzeria might face when trying to implement these types of technologies. https://www.scribd.com/doc/57530464/Case-Study-LaRosa-Sun-May-30-2011

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