This document is a report submitted by Rumani Chakraborty to the Indian Institute of Technology, Kharagpur to fulfill the requirements for a Master of Business Administration degree. The report analyzes capacity flex levers used by Amazon's short term capacity planners to mitigate demand and supply gaps. It ranks the flex levers based on their impact on three dimensions: cost, customer experience, and customer service agent experience. The methodology involves collecting and analyzing data from various Amazon teams on the use of flex levers and resulting metrics for different contact types. The outcome is a ranking of major flex levers based on their three-dimensional impact to help planners understand the tradeoffs of different options.

1. THREE-DIMENSIONAL ANALYSIS OF
CAPACITY FLEX LEVERS
Report submitted to the
Indian Institute of Technology, Kharagpur in partial fulfillment
For the award of the degree of
Master of Business Administration
by
Rumani Chakraborty [20BM63076]
Under the guidance of
Prof. P. K. Ray
VINOD GUPTA SCHOOL OF MANAGEMENT
INDIAN INSTITUTE OF TECHNOLOGY KHARAGPUR
SEPTEMBER 2021

2. RUMANI CHAKRABORTY 6
THREE DIMENSIONAL ANALYSIS OF CAPACITY FLEX LEVERS
Declaration and Copyright Notice
I, Rumani Chakraborty (20BM63076), hereby declare that I have not resorted to any
unethical practices during my internship and while preparing this report. This report has been
created to present an account of my summer internship project at Amazon during my degree
at Vinod Gupta School of Management, IIT Kharagpur and is a true representation of my work.
Rumani Chakraborty
Roll No.: 20BM63076
Signature

3. RUMANI CHAKRABORTY 7
THREE DIMENSIONAL ANALYSIS OF CAPACITY FLEX LEVERS
Acknowledgement
I have immense pleasure in successful completion of the summer internship report
the third semester of the two-year MBA programme.
I take this opportunity to express my sincere thanks to my guide Prof. P. K. Ray for his guidance
and constant supervision and to Mr. Saurabh Sinha (from Amazon) for providing necessary
information regarding the project and also for his support in completing the project.
I would like to express my gratitude towards my parents for their kind co-operation and
encouragement which helped me in completion of this project.
Rumani Chakraborty
Roll No.: 20BM63076

4. RUMANI CHAKRABORTY 8
THREE DIMENSIONAL ANALYSIS OF CAPACITY FLEX LEVERS
Executive Summary
Problem Background
Short term capacity planner uses various capacity flex levers such as SWAT, Cross-OU, NPT
cancellation, Shift slide, OT to mitigate the demand vs supply gap driven by volatility in
demand. Using the various flex levers helps manage the gap in real-time. However, there are
certain impacts on various other metrics as well depending on type of flex levers utilized.
Objective
The objective is to provide a complete overview of the project that focusses on an extensive
analysis and ranking of the pulling of the flex levers as an outcome. This ranking has been
based on their respective impact on the three dimensions namely Cost, Customer Experience
-market
place have been taken as an input in this document.
Methodology
The flow diagram shows briefly the steps followed to analyse the data fetched from various
sources with the help of people from different teams of the IN WWCP. This analysis has been
done separately for Phone, MessageUs, Pay and LIT contacts.
Major Outcomes
The outcome of this project is a list of major flex levers with their ranking on the basis of their
impact on the three-dimension metrics such as Customer Experience, CSA Experience and
Cost if utilized. The need/benefit of this ranking has also been highlighted in the project.
Consolidating
raw data from
CSInsights
Finding the
percentages
of flex levers
pulled in a
week along
with the
metrics
Identifying the
weeks where
no, only one
or all of the
flex levers
were pulled
Finding the
weighted
average of the
percentages
of flex levers
and deviation
of metrics
from goals on
a yearly basis
Finding the
overall values
of yearly data,
giving more
importance to
recent data
Using MCDM
techniques to
rank the flex
levers