1.

What is the meaning of the term immediate gratification?

The speed and ease at which the customer receives a purchase

2.
Why did Zappos expand from shoes to handbags, apparel and accessories?
They listened to their customers

3.
What is the primary benefit of random access storage?
Inventory accuracy

4.
Which combination of characteristics best describes the Zappos order fulfillment process?
Random access storage and homegrown software

5.
Who does the final order accuracy check?
The order packer

6.
The Zappos order fulfillment system includes all of the following except
Order batching

What is Zappos biggest challenge?

Hiring, training and motivating employees
How does Zappos train their employees?
All employees receive the same training

What is the Zappos tagline?

Powered by service
What is the purpose of assigning an individual bar code for each item?
To provide cradle to grave tracking and to enter the item into the inventory system
What job is assigned to the most highly trained employee?
Customer returns
What is the purpose of the spider merge?
To speed up the conveyors
Which statement best describes the order picking process?
Orders are picked one at a time using scanners
What is the average time from customer order to truck?
3 1/2 hours
Which best describes Zappos use of their conveyors?
1/3 is devoted to receipts and returns, 2/3 is devoted to outbound
For orders consisting of a single item
Scanning the item bar code initiates the printing of the packing slip
For orders consisting of multiple items
A separate location is assigned to each multiple item order
Zappos order picking, packing and shipping process is best described as
Nearly continuous flow, almost liquid
Zappos hardware and software is best described as
The software is homegrown, the hardware is standard
Why does Zappos offer free overnight shipping, free returns and operate a 24/7 call center and
warehouse?
Expensive but the great experience results in repeat customers

\
A manufacturing shop is designed to operate most efficiently at an output of 860 units per day. In the
past month the plant produced 690 units.
What was their capacity utilization rate last month?