Comparative Evaluation of Service Operations

In: Business and Management

Submitted By jshibler
Words 13435
Pages 54
Comparative Evaluation of
Retail Service Operations
Chris O’Dowd
Carlos Rodriguez
Doug Sefcik
Thao Nguyen
Joshua Shibler
Sam Lalgee

The University of Texas at San Antonio

Feasibility Report
September 24, 2015

Included below is a feasibility report for the retail operations of five different retail companies. The purpose of this report is to compare these service operations across six major categories: I.
II.
III.
IV.
V.
VI.

Nature of Services and Classification
Competitive Factors
Tools and Service Strategies
Service Operating Systems
Service Quality and Benchmarking
Facility Location and Site Selection

Each section will be followed by a comparison and evaluation of the service operation systems within that section. The five service organizations that we will be examining in this report are: Best Buy, Wal-Mart, Sak’s Fifth
Avenue, Amazon and the specialty kiosk I Play N Talk.

Service Organizations
Best-Buy
Best Buy was founded by Richard M. Schulze in 1966 and has become a powerhouse in the consumer electronics industry. Their headquarters are in
Richfield, Minnesota and they operate in the US, Mexico, and Canada. BestBuy has grown into a huge retail chain spanning over 1,400 stores. They started by the name “Sound of Music” in 1966 until 1983 where it was renamed to what we know it now as Best-Buy. Best-Buy employs around
125,000 people and they generate $40 billion annually.
Amazon
Amazon is not like most businesses. Although its headquarters are located in
Seattle, Washington; it does not have a store location where customers can physically shop for productions. Their website, Amazon.com, serves as a market for buyers and sellers to do business with one another online. Amazon has many distribution systems throughout the United States that deliver productions to customers. To operate efficiently, Amazon must invest heavily
in…...

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