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Order Process1:
To place an order to any Locker, customers need to follow the following process: (1) Search for a Locker location using address / postal code / landmarks / city (2) Add the Locker to address book (3) While shopping, add the item to cart and then select Locker as the delivery address (4) Once the package is delivered to the Locker, customers are sent a pickup code which they can enter at the kiosk to retrieve the parcel within three business days.
Initial Response:
Since its cautious start in 2011, the Locker program has expanded to cover over ten metropolitan cities in US and more than two hundred postal codes in UK. The response from customers has been exhilarating, and the program continues to be showered with praise from multiple press sources2.
This case and the numbers published in this case are not representative of any Amazon businesses within India or in any other region where Amazon has offices or operations Page 1
Amazon Confidential
Fast Forward:
It is a bright autumn morning in 2013 and Gaurav Maurya, VP Transportation Solutions, is gazing outside the window and deciding on starting the Locker program in XYZ with five postal codes. These postal codes would be served from a single warehouse, and the expected daily volume is supposed to be 8,000 packages in the foreseeable future. Out of the 8,000 packages, half are expected to be for premium option3 and the other half are expected to be for standard option4. Gaurav has shortlisted five carriers for launching this service5. While selecting carriers to each postal code, he must also consider that any package not delivered on time typically results in concessions6 that are roughly ten times as expensive as the shipping cost per package. Gaurav is meeting the logistic partners this afternoon to finalize the negotiations and contracts, and must decide on the courier-postal code combinations.
See Appendix 1 for feedback from customers and for links to articles from leading technology blogs and news sources. 3 Premium shipments take upto 2 business days to reach the five postal codes 4 Standard shipments take upto 5 business days to reach the five postal codes. 5 For a list of rates and typical delivery times, look at Appendix 2 6 Concessions refer to discounts / refunds / replacements etc. that Amazon gives to customers because of not matching up to customers expectations. 7 See Appendix 3 for a list of locker locations, trailing 5 weeks performance and a random record of ~7000 shipments
This case and the numbers published in this case are not representative of any Amazon businesses within India or in any other region where Amazon has offices or operations Page 2
Amazon Confidential Questions: (1) Looking at the rate cards provided in Appendix 2, help Gaurav select the best courier for each zip code, assuming the goal is to minimize total cost incurred while keeping customer experience in mind. Your answer should be in the format specified in Appendix 2
(2) Out of all the parameters listed in Appendix 4, help Gaurav select and rank top 5 parameters for finalizing locations where lockers could be launched and then explain your choices in less than 100 words8 (anything more than 100 words would automatically receive a zero for this question) (3) Looking at Appendix 3, could you help Gaurav understand why some of the lockers are not doing well? Please limit your answers to 150 words and to no more than 2 figures / graphs 9. (anything more than 150 words or 2 figures would automatically receive a zero for this question)
8 9
100 words do not include the five shortlisted parameters and special characters. Each figure can only have 1 diagram / 1 graph
This case and the numbers published in this case are not representative of any Amazon businesses within India or in any other region where Amazon has offices or operations Page 3
Amazon Confidential
Appendix2.xlsx
Appendix3.xlsx
This case and the numbers published in this case are not representative of any Amazon businesses within India or in any other region where Amazon has offices or operations Page 4
Amazon Confidential
This case and the numbers published in this case are not representative of any Amazon businesses within India or in any other region where Amazon has offices or operations Page 5