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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.”