Quality Management at Zappos - Case Study Example

The general management process at Zappos is its computer system, Genghis, which manages every part of the supply chain. Customers are able to track the inventory of Zappos online.Zappos creates superior customer experiences by doing the unexpected. The company believes that customers who are shocked by the service that they receive will want to stay loyal to the brand for a long time. This also has a knock-on effect of picking up new customers who hear of the service quality offered by Zappos.

Word-of-mouth marketing is an important tool that Zappos can use to attract new customers.Quality management is an important part of the sales process for Zappos because the customer has a minimum demand for service. Zappos can only meet that demand by making sure that its customers are satisfied with the products they receive. Secondly, process design is also another important part of the service on offer because quality goods and services can only be offered to customers if the right inputs have been included in designing, procuring, and marketing the product or service effectively.

Thirdly, service encounter design forms a crucial part of the Zappos experience because interactions between employees and customers can determine the success of the brand as a whole. Also, whenever a customer is not satisfied with the level of service shown by Zappos, the company needs to go beyond the normal level of service to regain the trust of the customer.