Re: http://web.ebscohost.com/ehost/detail?sid=b45078fa-24d7-46e4-9806-dabe343c1597%40sessionmgr13&vid=1&hid=21&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=a9h&AN=44733301

Many seem to revere Zappos’ human capital management system. Silliness and parties seem to abound, and the company continues to be profitable even through the economic recession. However, while Zappos’ hiring and training model is certainly well-thought out and attractive from an employee’s point of view, it’s workplace atmosphere is inappropriate. Hiring and training can be one of the most expensive parts of an employee’s employment at a company – in essence, they are being paid while not necessarily contributing to the company’s revenues. Zappos does an excellent job in ensuring that the employees hired are well-trained and committed to their jobs in order to minimise this cost, as read in the article and discussed in class. However, the atmosphere within the centers leaves much to be desired.

The Zappos call center seems to be akin to a Kindergarten classroom, complete with hula hoop contests at the reception desk and box car races in the finance department… all during hours that will end up on a future paycheck. In plain terms, Zappos takes the idea of enjoying work too far, to a level where it is juvenile. These employees are not Kindergarten students any more, and the moment they come to this realisation they quit, meaning that Zappos’ strong hiring and training processes are put to waste. It would be more profitable for the company to pursue a strategy that maintains an encouraging workplace and positive atmosphere while keeping a professional environment – inspirational quotes, celebratory drinks, and after-hours office parties can keep employee morale high without taking away from work time or encouraging a childish atmosphere.