Scribd
Upload
137 views7 pages

Zappos Group 3 HRM

Zappos' HR practices are closely aligned with their business strategy of providing excellent customer service. They recruit employees who are happy and focused on customer satisfaction. Training develops employees' skills in customer loyalty. Employees are empowered and encouraged to communicate openly, which fosters engagement and commitment to satisfying customers. These HR practices have contributed to Zappos' success and competitive advantage in online retail through strong brand reputation and customer loyalty.

Uploaded by

Dhruv Arya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
137 views7 pages

Zappos Group 3 HRM

Zappos' HR practices are closely aligned with their business strategy of providing excellent customer service. They recruit employees who are happy and focused on customer satisfaction. Training develops employees' skills in customer loyalty. Employees are empowered and encouraged to communicate openly, which fosters engagement and commitment to satisfying customers. These HR practices have contributed to Zappos' success and competitive advantage in online retail through strong brand reputation and customer loyalty.

Uploaded by

Dhruv Arya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 7

Zappos

Group 3 (Yellow)

AAYUSH ABBI
DHRUV SUNILKUMAR ARYA
MAHENDRA DEEPAK GAIKAR
SHRAVI KULSHRESTHA
AASTHA MAYUR SHAH
RUSHA DIPESH NAIK
ASHIQ THINAVILA NAJEEB KHAN
Q1
Harvard Model HRM
Stakeholder interests

Stakeholders focused
more on a customer
centric business >
Profit generation
WOW Factor
Employees more
committed to the
company
Long term
HRM Policy Choices HR Outcomes
Consequences
Benefits for Employees
Salary hike according to Word of mouth
each new skill the Employees more
marketing
Situational Factors employee learns committed to the
More Employee
Customer Loyalty company retention
Emerging E- Team (CLT) training
Good employee
commerce due to Happiness Framework
mental health
increasing access
of internet
The work design was in a way which is clearly defined by the fact "Happy Employees call for

Happy Customers"
HR Planning's main aim to find the employees who believe in themselves and are happy with

the environment they are in and have a spark to create a wow factor for the customers.
Recruiting and selection was done in a way where from a pool of potential aspirants for the job,

they were selected on the basis of weirdness, humor, humility, and even luck. The job interview

included a technical assessment and personality/fit questions as well as funny quizzes or even

crossword puzzles that focused on Zappos’ business.


Training Development happened in a way where first the employees were taught to learn more

about company's aim and adapt to it and once the training is done they can still continue to

learn and grow.


Along with salary the employees were given with the benefits of getting the dental insurance

cover and also the more you learn the more hike you get.
The employees were given the ownership of their own performance. Continuous improvement

and empowerment.
The work culture in the company facilitated commication , understang and a sense of

belongingness and also being in line with the company purpose.


Q2 Zappos’ Success and
Competitive Advantage
Excellent customer service

Differentiation with features like a 365-day return policy, free


shipping, and a 24/7 customer service hotline

Strong brand image and reputation

Competitive advantage through their use of technology


Zappos
Zappos’ HR

Q3 practices

Zappos' culture is described in its culture book, which is available online.


The book is sent to all staff as well as new hires and is updated yearly.

Zappos gives its staff the freedom to decide for themselves and to take
responsibility for their roles. They contend that empowering workers
creates a more enthusiastic and engaged workforce.

Open communication is encouraged at Zappos between managers and


staff. They think that free communication promotes a sense of
community inside the workplace and helps to establish trust.

Holacracy is a self-management framework that Zappos adopted in order


to empower staff members and encourage them to accept responsibility
for their tasks. Traditional job descriptions and organisational structures
are eliminated as part of this.

Zappos offers its staff members chances for both professional and
personal growth. This covers training courses, mentorship opportunities,
and other tools to help staff members develop professionally.

Zappos encourages a pleasant and engaging workplace atmosphere. They


encourage staff members to enjoy themselves and recognise their efforts
by holding frequent team-building events.
Q4 How do Zappos’ HR practices connect with the business
strategy and nurture Zappos’ success and competitive
advantage?

Recruiting: Zappos business strategy revolved around the employees and


customer satisfaction, so they design recruiting process which not only
imvolved interviews but they also analysed the candidate on based on
puzzle and humour

Training: Each candidate who get selected through recruitment process


have to go through training to Customer loyalty team for better
understanding on customer satisfaction

Employee relation: Whole strategy of zappos was to keep employees


happy to make happy customers, so their was a strong relation between
employees, management and owners.
Zappos

Development: Employees can upskills them self through courses which


were offered in Zappos

Through empowering the employees , maintaining good relation with


employees, proper training to the employees resulted in profitability of
the company satisfying the 'Wowing' of the customers
Thank You !

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy