1. What are the advantages of the computerized open market system for bidding for shifts?

2. What are the disadvantages of the computerized open market system for bidding for shifts?

Zappos, the online shoe retailer with head office in Las Vegas, has over 200 call centre employees who work the customer service phones. At present, once per quarter after the required shifts are determined, the employees choose their preferred shifts in order of seniority by writing their names on sheets of paper listing the shifts. CEO Tony Hsieh noticed that the customer service centre's walls were covered-floor to ceiling-with sheets of printer paper listing the shifts. Hsieh is thinking of replacing the seniority-based system with a computerized open market pay model where busier hours pay higher (like Uber's surge pricing model). Demand is especially high in the early hours of weekdays, when customers on the Ea.st Coast are placing calls before starting their workdays. Those calls and online inquiries land in Zappos' Las Vegas call centre before dawn, when few workers want to be on the clock. Employees manning the customer service centre during those hours will earn a higher hourly rate. By contrast, workers will receive less pay if they work on the weekends, when Zappos receives fewer customer inquiries.

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