Post on 17-Apr-2020
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Becoming Digital —The Amazon Way
What does being “digital” mean??
What does “Digital” mean?
Leadership Principle #1Customer Obsession
Shopping Made Simple
New Interfaces
Friction Free
Improving the Customer Experiencewith IoT
Integrated Experiences
Leadership Principle #3Invent & Simplify
Simplify the Worst Customer Experience
Innovate Through Contact Avoidance
Instrumentation –a Core Design Requirement
• Customer experience
• Processes
• All system components
• Financial drivers
Real Time Metrics for:
Example: Perfect Order Percentage (POP)
Measures percentage of orders that are perfectly
accepted, processed and fulfilled
Perfect Order
Percentage
Perfect
Refunds
Perfect CS
Contacts
Perfect Info
Provided
Perfect Claims Perfect
Shipment
Perfect Fill
Rate
Perfect
Delivery
Perfect Items
The Two Pizza Team
Process vs. Bureaucracy
Continuous Improvement
Are You a Platform?
“When a platform is self-service, even improbable ideas get tried, because
there’s no expert gatekeeper ready to say ‘That will never work!’ Guess
what? Many of those improbable ideas do work.”
– Jeff Bezos, 2011 Letter to Shareholders
Leadership Principle #7 Think BIG
Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold vision that inspires results. They think differently and look around corners for ways to serve customers.
Resource Allocation – The Amazon Way
“I believe we are the best place in the world to fail”
Most large organizations embrace the idea of invention, but are not willing to suffer the string of failed experiments
necessary to get there
Leadership Principle #13 Have Backbone – Disagree & Commit
Leadership Principle #14 Deliver Results
SLAs
Direct vs. Indirect Headcount
Your Principles – Make Them Real
Start with the Customer and Work Backwards– Building Product The Amazon Way
FAQ
Why the Urgency?Seventy percent of Fortune 1000 companies
over the past decade are new
Source: Jim Collins and Jerry Porras, Built to Last, 2011 updated by Brian Solis
“The death knell for any enterprise is to glorify the past –no matter how good it was.”