Posted on by Judy

A well-developed explanation. 1. Why do you think Zappos’ top managers believe it is so important for employees to provide a “WOW” factor in their business?

One of the most important core values of Zappo’s is delivering wow customer service. The company makes sure that the employees go beyond and above everything to serve the customers the best possible way they can. By the term WoW they mean doing something extra and inniovative which differentiate the company. The company’s mission and vision are also customer centric. They belive to satisfy the customers with something that is over and beyond what is expected. By delivering Wow service they not only want to make money but also to leave an impact in the world.Keeping customers delightful will create trust and loyality towards the business which definiately helps in the long run. When you develop a strong relationship with the customers you can expect to do a better business in the future. A happy customer is the core factor for a successful business.
 
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  1. A well-developed explanation. 1. Why do you think Zappos’ top managers believe it is so important for employees to provide a “WOW” factor in their business?
  2. Discuss what you see as the role of ethics as it pertains to management and managers. Does management, in your view, help shape the values and ethics of an organization? Is employee behavior, ethical or not, a by-product of the organization’s ethical climate? What ideally is the manager’s role in helping to create and maintain organizational integrity? Using your professional experience as a backdrop, provide examples of managers who have demonstrated ethical behavior (or not) and discuss how this affected the organization, the employees, etc.
  3. Discuss what you see as the role of ethics as it pertains to management and managers. Does management, in your view, help shape the values and ethics of an organization? Is employee behavior, ethical or not, a by-product of the organization’s ethical climate? What ideally is the manager’s role in helping to create and maintain organizational integrity? Using your professional experience as a backdrop, provide examples of managers who have demonstrated ethical behavior (or not) and discuss how this affected the organization, the employees, etc.
  4. Please give your views on this post. Theme 1: Management in the 20th century took a taskmaster approach to the business by ensuring efficiency at all levels of the business even at the disregard of employee satisfaction. This classical approach to management was data centric and concerned it self heavily on the output versus cost of each employee. Managers in this environment would be ask to micro-manage employees to produce the highest efficiency. In contrast the 21st century approach better known as the behavioral perspective of management concerns itself more with the physiological well being of it’s workforce. Managers of this approach are more likely to give their employees “space” to work while providing work environments that focus on team work, acceptance, and a social aspect to work. James West reflects the classical approach to management and relates closely to Fredrick Winslow Taylor whereas Artemus Gordan takes on a more behavioral perspective to management with thinking more in line with Abraham Maslow and Douglas McGregor. Given the shift in the times Artemus’s perspective would prove to be more successful. More than ever employees make demands of their employers. Nowadays, it is not just enough to provide people a minimum wage, but it is necessary to provide them with “soft” factors in order to keep their interest in the companies vision. Theme 2: Five Unique Skills: 1. Relationship Building 2. Goal Setting 3. Team building 4. Information processing 5.Motivation It would benefit West to look at employees like that are the first and most important resource that the company has. I often ask a newly promoted manager which resource they feel is the most important: an employee or a customer. To some of their surprise I explain that the employee is the most important because it takes a happy employee to make a happy customer.