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Culture and Lean Management @ amazon.com

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Culture and Lean Management at amazon.com

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Culture and Lean Management @ amazon.com

  1. 1. Culture and Lean Management @ Amazon.com “Work Hard, Have Fun, Make History” José Papo Amazon Evangelist @josepapo
  2. 2. Reminder: Slides about amazon.com are based on available public info
  3. 3. http://www.amazon.com.br/The-Toyota-Lean-Leadership-ebook/dp/B005NASGY4
  4. 4. http://toyotawaytoleanleadership.com/data3/notes/Toyota%20Way%20to%20Lean%20Leadership%20Student%20Notes.pdf
  5. 5. It's All About the Long Term "We believe that a fundamental measure of our success will be the shareholder value we create over the long term. We will work hard to spend wisely and maintain our lean culture.” – Jeff Bezos
  6. 6. http://phx.corporate-ir.net/phoenix.zhtml?c=97664&p=irol-reportsannual
  7. 7. http://www.amazon.com/b?_ref=career_LP&node=239365011
  8. 8. Customer Obsession
  9. 9. Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
  10. 10. http://www.amazon.com.br/Outside-In-Customers-Business-ebook/dp/B008CRWKRY
  11. 11. “Thank you. Every time I see that white paper on the front page of Amazon, I know that I’m about to get more for my money than I thought I would. I signed up for Prime for the shipping, yet now I get movies and TV books. You keep adding more, but not chaging more. So thanks again for the additions.”
  12. 12. Somos obcecados em ajudar nossos clientes a reduzir custos
  13. 13. “Hello, We noticed that you experienced poor video playback while watching the following rental(s) on Amazon Video On Demand: Django Unchained We're sorry for the inconvenience and have issued you a refund for the following amount(s): $4.99 . While Amazon Video On Demand transactions are typically not refundable, we are happy to make an exception in this case. This refund should be processed within the next 2 to 3 business days and will appear on your next billing statement for the same credit card used to purchase this item. We hope to see you again soon. Amazon Video On Demand Team
  14. 14. http://www.amazon.com.br/Delivering-Happiness-ebook/dp/B008035H16
  15. 15. "Our whole philosophy became ‘let’s take most of the money we would’ve spent on paid advertising and paid marketing and instead of spending it on that invest it in the customer experience/customer service and then let our customers do the marketing for us through word of mouth’ and that became the whole business model" http://blog.kissmetrics.com/zappos-art-of-culture/
  16. 16. Frugality
  17. 17. We try not to spend money on things that don’t matter to customers. Frugality breeds resourcefulness, self-sufficiency, and invention. There are no extra points for headcount, budget size, or fixed expense.
  18. 18. "High margins cover a lot of sins. We wouldn't know how to do a high margin business. Low margins keep you aligned with customers” – Jeff Bezos
  19. 19. Disagree and Commit
  20. 20. Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
  21. 21. Dive Deep
  22. 22. Leaders operate at all levels, stay connected to the details, and audit frequently. No task is beneath them.
  23. 23. Hire and Develop the Best
  24. 24. Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others.
  25. 25. http://www.amazon.com/Toyota-Talent-Developing-Your-People/dp/0071477454
  26. 26. How to Build a Lean Culture?
  27. 27. http://www.amazon.com.br/Toyota-Culture-Heart-Soul-ebook/dp/B0062Y5VGQ
  28. 28. • Top-Down AND Bottom-Up • Leaders Must Lead • Change Requires Reason and Vision • People Must be Taught and Supported • Change Needs a Plan and a Process
  29. 29. OBRIGADO! slideshare.net/jpapo José Papo Amazon Evangelist @josepapo

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