HR and Technology Change Map to Boost Innovation at Amazon

and Technology Change Map for Increasing Innovation in Amazon OJANG ETEM COLUMBUS NORTHCENTRAL UNIVERSITY BUS-7112:BUSINESS STRATEGY AND INNOVATION DR. PATRICIA STEINER MARCH17TH, 2024

Introduction Amazon is an e-commerce and cloud computing company founded by Jeff Bezos in 1994. Initially started as an online bookstore, it rapidly diversified into multiple products and cloud computing services. Its innovative practices have reshaped retail and digital industries worldwide(Waters, 2024). As of today, Amazon remains one of the world’s most valuable companies, with a significant presence in numerous sectors beyond e-commerce, entertainment, and artificial intelligence.

Increased Innovation in Amazon’s HR  Redefining retail industries (Morgan, 2021)  Amazon’s innovative culture (Vermeulen, 2019)  Customer-centric philosophy (Bieler, 2022)  Amazon’s HR has succeeded through big data, artificial intelligence, and new customer representative management software for global employees.  Measurement and evaluation, such as key performance indicators (KPIs) (Hanning, 2021).  Leadership alignment and communication

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Human Resource and Technolog y Change Map in Amazon RECRUITMENT ONBOARDIN G PERFORMAN CE APPRAISAL Learning and developm ent Customer relationshi p manageme nt

Human Resource: Recruitment in Amazon TALENT ACQUISITION AND DEVELOPMENT EMPLOYER BRANDING (HOANG, 2022). DIVERSE HIRING INITIATIVES (GALETTI, 2021). THE USE OF AI AND ML TO LEVERAGE THE HIRING OF POTENTIAL CANDIDATES TECHNICAL ASSESSMENTS: AMAZON CONDUCTS TECHNICAL ASSESSMENTS TO EVALUATE CANDIDATES' SKILLS AND CAPABILITIES. REFERRAL PROGRAMS

Human Resource: Onboarding Process in Amazon  Pre-Onboarding preparation  Orientation and welcome (Lee, 2021)  Self-service and self-driven onboarding  Training and Development  Assess tools and resources (Anna & Kelly, 2022).  Introduction of company policies and procedures regarding work ethics, conduct, safety, security, and compliance.  Onboarding buddy or mentor (Anna & Kelly, 2022).

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Human resource: Learning and Development in Amazon The learning and development team is focused on improving the associates’ experience. Learning and development is a critical component of Amazon’s management strategy, fostering a culture of continuous learning, innovation, and career growth.  Leadership principles  Learning platforms and resources  Career development programs  Technical training and certification  Innovation and experimentation  Employee engagement (Presbitero, 2016)

Performance Appraisals in Amazon Performance appraisals are integral to performance management as they furnish vital insights essential for evaluating employee skills, knowledge, capabilities, and job performance.  Goal setting and performance metrics  Peer feedback and 360-degree reviews (Pandey, 2022)  Career development and growth opportunities

Performance Appraisals in Amazon  Rewarding performance (Cappelli & Tavis, 2016)  Performance improvement plan  Continuous improvement and iteration: Amazon evaluates and refines its performance appraisal to enhance effectiveness, fairness, and alignment with evolving business needs.  Leadership principles alignment(Belcher, 2023)

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Customer relationship management in amazon Customer relationship management (CRM) is a customer-focused business strategy combining sales, marketing, and customer service to enhance value for the organization and its customers (Chalmeta, 2006).  Amazon's approach to CRM is centered on delivering customer experience, building long-term relationships, and driving customer loyalty. The company manages its customer relationships by;  Customer service and support (Binns, 2013)  Feedback and reviews  Data-driven insights and predictive analytics  Community innovation, engagement, and social media

Conclusion By implementing an HR and technology change map, Amazon can create a dynamic ecosystem that fosters innovation, propelling the company to new heights of success in a rapidly evolving marketplace. As a global leader in e-commerce, cloud computing, digital streaming, and artificial intelligence, Amazon requires a robust recruitment strategy, a talent management strategy to foster continuous learning and improvement, and an approach to customer relationship management to drive innovative change in the organization properly. Through its leadership principle, frontline managers should be the driving force of leading, supporting, and inspiring everyone in the organization to drive change (Benson, 2014) through;  Proactive actions  Employee engagement  Generating sustainable change processes

Referenc e  Anna Baluch & Kelly Main. (2022). 14 onboarding Best Practices (2024 guide) – Forbes advisor. Retrieved from https://www.forbes.com/advisor/business/onboarding-best-practices/  Belcher, S. (2023, ). Understanding the Amazon Leadership Principles - hustle badger. Retrieved from https://www.hustlebadger.com/what-do-product-teams-do/understanding- amazon-leadership-principles/  Benson Tracy. (2014). The Role of Change Management in Human Resource Information Management: Leading, supporting, and inspiring people through change  Bieler, D. (2022, ). Learn from Amazon’s Approach to Innovation. Retrieved from https://www.forrester.com/blogs/learn-from-amazons-approach-to-innovation/  Binns, R. (2013). How do they do it? Amazon’s CRM success story . Retrieved from https://www.expertmarket.com/uk/crm-systems/amazon-crm-case-study  Business Management Admin. (2023). Amazon Human Resource Management Strategy – Business management. Retrieved from https://business.joellemena.com/strategies/amazon- human-resource-management-strategy/  Chalmeta, R. (2006). Methodology for Customer Relationship Management. Journal of Systems and Software, 79(7), 1015-1024. doi:10.1016/j.jss.2005.10.018  Galetti Beth. (2021). Diversity, Equity, and Inclusion. Retrieved from https://www.aboutamazon.com/news/workplace/diversity-equity-and-inclusion

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Reference(co nt..)  Hannig, D. (2021, ). The Most Important Amazon KPIs: The metrics Sellers Should Know About! Retrieved from https://www.sellerlogic.com/en/blog/amazon-kpis/  Hoang, N. (2022). Employer Branding Strategy of Amazon and Experiences for Vietnam High-tech Corporations  Lee, H. (2021). Landing a Job at Amazon: Onboarding. Retrieved from https://www.hollylee.co/landing-a-job-at-amazon-onboarding/  Morgan, B. (2021). Amazon Disrupts Retail (again) with new Department Stores. Retrieved from https://www.forbes.com/sites/blakemorgan/2021/08/24/amazon-disrupts-retail-again- with-new-department-stores/  Pandey, N. (2022, ). 360-Degree Appraisal: Definition & Feedback . Retrieved from https://emeritus.org/in/learn/360-degree-appraisal-definition-and-feedback/  PETER CAPPELLI, &. A. T. (2016). The Performance management: Revolution: The focus is shifting from accountability to learning .  Presbitero, A. (2016). How Do Changes in Human Resource Management Practices Influence Employee Engagement ? A longitudinal study in a hotel chain in the Philippines Informa UK Limited. doi:10.1080/15332845.2016.1202061  Vermeulem, P. (2019). Innovation at Amazon Through Culture & HR Technology | Knowledge Ridge. Retrieved from https://www.knowledgeridge.com/expert-views/innovation-at- amazon-through-culture-and-HR-technology  Waters, J. (2024). Amazon.com: American company. Retrieved from https://www.britannica.com/topic/Amazoncom

Prescribing an HR and Technology Change Map for increasing innovation 1 editing

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