Amazon

Company Overview
Founded in
28,300 Global leader in
1994 in
employees e-commerce
Seattle, USA

Worldwide
Wide range of Mass
network of
products customisation
fulfilment

Customer
experience
Innovation at Amazon
Here are some of the innovations pioneered by Amazon

Marketplace
Amazon Prime
Amazon Web Services
Amazon Echo
Amazon Launchpad
Anticipatory Shipping
Customer Reviews
Frustration Free Packaging
Fulfillment By Amazon
Amazon Pantry
1-Click Order
Kindle
Amazon Fire Tablets
 4. Uncertainty Avoidance 5. Pragmatic Versus 6. Indulgence Versus
Index (UAI) Normative (PRA) Restraint (IVR)

Low UAI Normative High Indulgence

Openness to change or People often want to Importance of freedom
innovation, and generally know "Why?" of speech.
inclusive As people tend to Emphasize flexible
More inclined to open- oversell themselves, working and work-life
ended learning or others will assess their balance.
decision making. assertions critically. Encourage debate and
Titles are less important, Values and rights are dialogue in meetings or
so avoid "showing off" of emphasized. decision making.
ones knowledge or
experience. Respect is
given to those who can
cope under all
circumstances.
 The Hofstede model : Amazon
2. Individualism Versus 3. Masculinity Versus
1. Power Distance Collectivism (IDV) Femininity (MAS)
Index (PDI)

Low PDI Low IDV Low MAS

Has a comparatively Emphasis on building Success is more likely
flatter hierarchy skills and becoming to be achieved
Supervisors and master of something. through negotiation,
employees are People work for collaboration and
considered almost as intrinsic rewards. input from all levels.
equals. Maintaining harmony There is a great deal
among group of overlap between
members overrides male and female roles
other moral issues. Relationship
oriented/cooperate
well with one another.
Matrix structure of amazon
Balance Score Card
 Learning and growth
Training expenditures per employee
Employee turnover rate
Number of new patents that protect
Amazon.com's online sales

Financial Internal business process

Profit (in relation to assets invested)
Return rate due to Amazon.com
Cash flow Vision & error
Revenue growth by customer Strategy Percentage of orders delivered on
segment time
Gross margin by customer segment Customer-focused innovations

Customer
Average revenue per customer
Customer satisfaction survey score
Number of customer complaints received
Percent of customers subscribing to "Prime"
service