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Zappos Customer Loyalty Team
Laseter, Timothy M.; Carter, Scott Case OM-1452 / Published October 13, 2011 / 13 pages.
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Product Overview

Each month the management team at Zappos developed a new calendar based on internal growth forecasts and projected incoming calls. Before the beginning of each month, employees would bid on time slots, and those with the longest history of working at the company got priority in choosing shifts. But not everyone agreed that this was the most appropriate method to allocate daily shifts.

  • Overview

    Each month the management team at Zappos developed a new calendar based on internal growth forecasts and projected incoming calls. Before the beginning of each month, employees would bid on time slots, and those with the longest history of working at the company got priority in choosing shifts. But not everyone agreed that this was the most appropriate method to allocate daily shifts.

  • Learning Objectives