Business Policy & Strategic Management Presentation


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Business Policy & Strategic Management Presentation

  1. 1.  Zappos was founded by Nick Swinmurn in 1999.  The company was officially launched in June 1999, under the original domain name "“
  2. 2.  A few months after their launch, the company's name was changed from ShoeSite to Zappos (a variation of "zapatos," the Spanish word for "shoes") so as not to limit itself to selling only footwear.  During this time, Hsieh found that he "had the most fun with Zappos" and came on board as co-CEO with Nick Swinmurn. After minimal gross sales in 1999, Zappos brought in $1.6 million in revenue in 2000.
  3. 3. Zappos Family Core Values 1) Deliver WOW Through Service 2) Embrace and Drive Change 3) Create Fun and A Little Weirdness 4) Be Adventurous, Creative, and Open-Minded 5) Pursue Growth and Learning 6) Build Open and Honest Relationships With Communication 7) Build a Positive Team and Family Spirit 8) Do More With Less 9) Be Passionate and Determined 10) Be Humble
  4. 4. Customer service  On average, Zappos employees answer 5,000 calls a month, and 1,200 e-mails a week (except in the holiday season, when call frequency increases significantly). Call center employees don't have scripts, and there are no limit on call times. The longest call reported is 10 hours 29 minutes.
  5. 5. HR Policies  A training team trains employees in each core value. So, every employee hears the same message, learns the values, and learns the behavior that is expected to live the values every day at work. The trainers are available for training value gaps.  Managers are key at Zappos for promoting the company culture. Managers hire and fire, but they must do it with Human Resources support. Managers make job offers call and then do a written job offer. Managers enter data in offer letter forms for consistency.
  6. 6. HR Policies  Zappos takes cultural fit seriously and hires slowly. Months can pass between an initial cultural fit interview with an HR recruiter and an actual job offer. If a potential employee fails to pass the cultural fit interview (50% of the weight in hiring), he or she is not invited to meet the hiring manager and other employees. While not all hires wend this slow road, Zappos hires for cultural fit first.  Managers are responsible for creating career paths within their departments. They have a regular career path for individual contributors and a super star career path for individuals who excel. Living the cultural norms is key in career progression.
  7. 7. Thank You…