Have Senior Management Work in Customer Service at Least One Day a Year
Kaizen and the whole process of continuous improvement was, and continues to be, a powerful tool at Amazon. That’s partly because for a long time Jeff Bezos has had all of senior management work in customer service at least one day a year. This allowed executives to see events on the front line, to understand the problems that came up, and to help find solutions. … [ Read more ]
Author: Marc Onetto | Source: “When Toyota Met E-commerce: Lean at Amazon” | Original Publication: The McKinsey Quarterly | Subjects: Customer-Related, Human Resources, Management, Training | Company: Amazon