culture and lean management @ amazon.com
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Culture and Lean Management at amazon.comTRANSCRIPT
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Culture and Lean Management @ Amazon.com
“Work Hard, Have Fun, Make History”
José Papo
Amazon Evangelist
@josepapo
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Reminder: Slides about amazon.com
are based on available public info
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http://www.amazon.com.br/The-Toyota-Lean-Leadership-ebook/dp/B005NASGY4
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http://toyotawaytoleanleadership.com/data3/notes/Toyota%20Way%20to%20Lean%20Leadership%20Student%20Notes.pdf
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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
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http://phx.corporate-ir.net/phoenix.zhtml?c=97664&p=irol-reportsannual
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http://www.amazon.com/b?_ref=career_LP&node=239365011
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Customer Obsession
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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.
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http://www.amazon.com.br/Outside-In-Customers-Business-ebook/dp/B008CRWKRY
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“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.”
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Somos obcecados em ajudar nossos clientes a reduzir custos
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“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
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http://www.amazon.com.br/Delivering-Happiness-ebook/dp/B008035H16
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"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/
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Frugality
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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.
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"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
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Disagree and Commit
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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.
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Dive Deep
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Leaders operate at all levels, stay connected to the details, and
audit frequently. No task is beneath them.
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Hire and Develop the Best
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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.
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http://www.amazon.com/Toyota-Talent-Developing-Your-People/dp/0071477454
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How to Build a Lean Culture?
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http://www.amazon.com.br/Toyota-Culture-Heart-Soul-ebook/dp/B0062Y5VGQ
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• 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
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OBRIGADO! slideshare.net/jpapo
José Papo
Amazon Evangelist
@josepapo