Overtock. Com Case Summary

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

Also, Amazon has emphasized on building “several distribution centers around the world to hasten deliveries”(Hof and Himelstein, 1999). Coupled with its software it provides a “laser-like focus on the buying experience”(IT Business Edge, 2012). Such a system and service is what draws customers towards Amazon and subsequently retains them.

This can be done at a fraction of what it would cost the businesses to build their own systems and infrastructure. This system provides businesses with a network of distribution centers, warehouses, inventory management, and customer call centers so they can take orders on their web sites.

The plaintiff (Southern Prestige Industries, Inc.) initiated an action against the defendant (Independence Plating Corp.) in a North Carolina state court for a breach of contract. The plaintiff alleged that defects in the defendant’s anodizing process caused the plaintiff’s machine parts to be rejected by Kidde Aerospace. The defendant being a New Jersey corporation and having its only office and all of its personnel situated in the state filed a motion to dismiss citing lack of personal jurisdiction. The trial court denied the motion and the defendant appealed arguing that there were insufficient contacts to satisfy the due process of law requirements

This paper covers the accounting errors related to freight costs that led Overstock.com in 2006

In 2002, Shell Canada launched its online store called eStore for its customers. The objective was to keep costs low by having a self-service technology so that agricultural customers can buy their products without the need for a sales-representative. The statistics from eStore showed even though the number of customers who signed up for eStore was close to the target, number of customers who actually used eStore remained low. The problem seemed to be mainly due to customers having difficulty with the service. According to customer’s feedbacks, many encountered various technical problems when they tried to place orders. Others just preferred traditional methods of buying what they needed, while the remaining group were

This set of data belongs to the online retailer industry. The most significant categories that helped with our decision was the low inventory for a retail business and the relatively high inventory turnover. The reasoning behind the high inventory turnover was because the goods were allowed to sit in storage until sold because of the online aspect of the business. We were also able

As the November Meeting approaches, CFO Doug Scovanner is faced with the problem of choosing which of the five controversial projects available to accept. Our task is to assume this role and evaluate each of the projects based upon two major criteria. The first is determining the firm’s financial motives by quantifying the projected value added to the firm and the risk associated with each project. When determining to accept or reject projects based upon adding value, the most helpful instruments we have are Net Present Value (NPV) and the

In a California labor lawsuit filed recently, a former employee of Guess Retail Inc. (aka Guess) made allegations of missed meal breaks, failure to compensate for missed meal breaks, failure to appropriately provide payment upon termination of an employee, etc. This is the third lawsuit of its type that Guess has faced so far in 2015 and the current lawsuit has been proposed as a class action.

Zappos has tackled some serious challenges, handling them with quickness, strength, and accuracy. The first was the 2008 Layoff. Due to the economic times, Zappos had to lay off 8% of their cherished employees. This was a hard choice as the company treasured every staff member. They were straightforward and open about their financial circumstances and the employees fathomed why they needed to take these actions. Employees who were laid off received six months of COBRA health insurance coverage, paid for by the company. The second ethical challenge was the union with Amazon in 2009. Customers were puzzled on why Zappos had decided to join with Amazon. Instead of leaving their devoted customers speculating, they openly articulated the circumstances. Tony Hsieh shared the motives on why Zappos made this decision, guaranteeing that is was to the advantage of the customers. The existing board of directors did not want the company to focus on their clients but to alter attention entirely to product sales. Hsieh did not want to abandon the customer-centric model that Zappos was originated upon, and decided he must take action. In order to buy out the board, Zappos needed to come together with Amazon, a company that not only accepted but endorsed their value to customers. In the end, Zappos and its customers benefitted from the unification. Soon after, the company faced some of its major challenge concerning technical

Advantages – Currently, the costs incurred by IT are within the 1.5 of sales target. The help desk has been outsourced and this is working well. Outside consults have been used in the

By having the best price, Best Buy can afford to have window shoppers. They will be able to see all of the new merchandise and if they do comparison shop, the will return to Best Buy.

American Apparel (AA) is a well-known United States clothing brand that has gained recognition among the retail industry. American Apparel headquarters is located in Los Angles, California where it manufactures and distributes its clothing products. It is known in today’s society, to be sweatshop free and has a strong belief of workers’ rights. However, American Apparel has had a downfall in the retail industry losing revenue. This research of American Appeal will provide feasible reasons why the company should enter China international market to improve on sales revenue.

In today’s environment, it is extremely essential for retailers to embrace technology in the course of their businesses. This is mainly because a significant number of consumers can be attracted and accessed through technological measures. It is essential to appreciate the fact that data, infrastructure and e-commerce software form the basis of United Parcel Service’s technological superiority. All these tools play a pivotal role in supporting the company’s e-commerce strategy and the company’s business strategy as a whole. One of the key attributes of United Parcel Service is its commitment to investing in researching emerging technologies. This gives it an exceptionally competitive advantage. United Parcel Service (UPS) consistently seeks to embrace technologies that that enhance the company’s efficiency (Russell Baker, 2008). The company’s commitment to technological advancement made the company appear in InternetWeek’s top 100 companies in 2004 (Russell Baker, 2008). On the other hand, InfoWorld ranked the company as the seventh company with the most significant contribution to technological infrastructure.

Customer service is an important factor to increase sales in almost all industries. Broadstripe, a small provider of cable, Internet, and phone services saw it as a solution to increase sales as their company was filed for bankruptcy protection in early 2009. To improve the customer service experience, Tony Lent, Chief Commercial Officer at Broadstripe, launched a 60-day MBG offering