GROUP C

Sijia C.

Hamphry K.

Jason N.

Alexandru S.

Candice S.

* 1. How could the planning process be followed to create a plan for continuous improvements to Lands’ End online customer service?

* 2. If you were hired by Lands’ End to help benchmark its customer service performance, which three companies would you choose and why?

* 3. How could MBO at Lands’ End build a clear hierarchy of objectives, improve goal alignment, and help with implementing plans within the customer services area?

* 4. Of Lands’ End and L.L. Bean, does one firm or the other have any special advantage in respect to planning for future success? Why or why not?

* REFERENCES * http://www.landsend.com/ * http://www.llbean.com/?qs=3032997_pmd_googleca * http://staffingsrvs.com/wpcontent/uploads/2011/06/ csr2.jpg

* http://www.kurzweilai.net/images/ForbesLogo_regist ered.jpg

* http://edibleapple.com/wpcontent/uploads/2009/04 /silver-apple-logo.png

* http://blogs.sitepoint.com/wpcontent/uploads/2010/ 10/gap_logo.jpg