AMAZON CONFIDENTIAL

1 Information Regarding California Customer Fulfillment Performance Review Process:

2 Introduction

3 We are proud of your everyday contributions and we are committed to ensuring you have the proper equipment and
4 skills to safely and successfully perform your job. To help us continue to operate safely, work together as a team, and
5 deliver for our customers, we want to ensure we all have clear expectations when at work.

6 The purpose of this document is to explain both the leader and team member expectations regarding performance and
7 share information about the company’s performance review process for employees assigned to an operations process
8 path in California Customer Fulfillment sites.

9 At Amazon, you can expect us to provide you with a safe working environment and the training, equipment, and
10 materials you need to be successful in your assigned task. You can also expect us to seek your ideas and feedback on the
11 process and any barriers that you may encounter, so that we can address your concerns and provide additional support
12 where needed. This helps to ensure that all employees can be successful.

13 In order to work together successfully as a team, we also need your partnership. As an Amazon employee, we expect
14 you to come to work and give your best effort each day. This means working safely, following standard work, positively
15 contributing to the team, staying actively engaged in your assigned task, communicating barriers, and requesting
16 additional training or support when you need it. We encourage all employees to utilize Amazon’s open door policy
17 (available in the “The Owner’s Manual” in your My Docs) to understand and discuss their individual performance with
18 their manager.

19 Our goal is to help empower all employees to be responsible for their performance and conduct and we will provide this
20 support in a fair and consistent manner.

21 Performance Review Process for Productivity Compared to Peers and Quality Compared to Peers

22 In certain process paths within Customer Fulfillment, we review your productivity (measured as units or containers per
23 hour) compared to peers in your building from the prior work week. We also review your quality defects (measured as
24 defects per million opportunities) compared to peers in your building from the prior work week. Productivity is reviewed
25 in order to celebrate and recognize employees, identify best practices, and identify employees who may need help
26 removing barriers or additional training to develop their skills.

27 The performance review occurs each Wednesday for quality and productivity. The productivity review period runs
28 Wednesday to Wednesday and quality runs Monday to Monday. If an employee is in falling within the 5% of performers
29 out of 100% for productivity compared to peers or the 5% of performers out of 100% for quality compared to peers
30 during the weekly review period, a manager will meet with the employee to understand barriers that may be impacting
31 performance, additional training that may be needed, or other concerns the employee may have. If an employee
32 continues to be in the 5% of performers out of 100% for productivity compared to peers or 5% of performers out of
33 100% for quality compared to their peers after barriers are removed and additional training is offered, progressive
34 discipline will commence, up to and including termination, as outlined below. To be eligible for progressive discipline for
35 productivity compared to peers, an employee must have worked more than 160 hours during their total tenure and
36 more than 5 hours in an eligible direct process path during the review week. To be eligible for progressive discipline for
37 quality compared to peers, an employee must meet minimum unit and defect requirements for eligible paths in the
38 review period. See your manager for additional details.

39 Performance Review Process Steps for Productivity Compared to Peers and Quality Compared to Peers:

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40 The steps below outline the progressive discipline process for productivity compared to peers and quality compared to
41 peers. Our goal is always to provide you with the tools and training you need to be successful. So, if you are eligible for
42 the performance review process outlined in this document, we’ll make sure you’re given the time and training to
43 improve (at least one review cycle) before moving to the next step of progressive discipline. For example, if you receive
44 a documented coach one week, you will not be eligible to progress to a first written warning until at least one review
45 period has passed. Progressive discipline for quality compared to peers and productivity compared to peers are separate
46 processes that run in parallel.

47 Pre-Progressive Discipline – Documented Coach: Before progressive discipline starts, an employee in the 5% of
48 performers out of 100% based on productivity compared to peers or 5% of performers out of 100% based on quality
49 compared to peers will receive a Documented Coach. The Documented Coach will provide specific details about the
50 employee’s productivity compared to peers or quality compared to peers during the review period. The employee’s
51 manager will also discuss any barriers and the steps the employee and the manager will take to improve the employee’s
52 performance, including additional training that may be available to the employee. A Documented Coach is active for 30
53 days.

54 Step One: First Written Warning – Employees in the 5% of performers out of 100% based on productivity compared to
55 peers or 5% of performers out of 100% based on quality compared to peers while on an active Documented Coach will
56 receive a First Written Warning. The First Written Warning will summarize any prior documented coaching and specific
57 details about productivity compared to peers or quality compared to peers during the review period. The employee’s
58 manager will also discuss any barriers and the steps the employee and the manager will take to improve the employee’s
59 performance. A First Written Warning is active for 30 days.

60 Step Two: Second Written Warning – Employees who remain in the 5% of performers out of 100% based on
61 productivity compared to peers or 5% of performers out of 100% based on quality compared to peers while on an active
62 First Written Warning will receive a Second Written Warning. The Second Written Warning will summarize warnings
63 received and provide specific details about productivity compared to peers or quality compared to peers during the
64 review period. The employee’s manager will also discuss any barriers and the steps the employee and the manager will
65 take to improve the employee’s performance. A Second Written Warning is active for 60 days. The employee will also be
66 required to successfully complete a full retrain on the process at this time.

67 Step Three: Final Written Warning – Employees who remain in the 5% of performers out of 100% based on productivity
68 compared to peers or 5% of performers out of 100% based on quality compared to peers while on an active Second
69 Written Warning will receive a Final Written Warning. The Final Written Warning will summarize warnings received and
70 provide specific details about the employee’s productivity compared to peers or quality compared to peers during the
71 review period. The employee’s manager will also discuss any barriers and the steps the employee and the manager will
72 take to improve the employee’s performance. A Final Written Warning is active for 90 days.

73 Step Four: Termination – As a reminder, our goal is to help you be successful and we’re here to support you through
74 every step of the way. As outlined in the previous steps, we will provide training, time to improve, warnings, and a final
75 written warning to avoid termination. However, employees who remain in the 5% of performers out of 100% based on
76 productivity compared to peers or 5% of performers out of 100% based on quality compared to peers while on an active
77 Final Written Warning will be subject to termination of employment. The termination notice will summarize prior
78 warnings received and specific details about the employee’s productivity compared to peers or quality compared to
79 peers during the review period.

80 Six Written Warnings in a rolling 12-Month period: Termination – Employees who receive 6 written warnings (First
81 Written Warnings through Final Written Warnings) for productivity compared to peers or 6 written warnings for quality
82 compared to peers in a rolling 12-month period (e.g. October to October) will be subject to termination of employment.
83 These written warnings run in parallel, i.e., if you have 3 written warnings for quality and 3 written warnings for

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84 productivity, you will not be subject to termination. The termination notice will summarize the written warnings
85 received during the 12-month period.

86 Additional Information

87 All employees are also expected to comply with the Standards Code of Conduct (available in the “The Owner’s Manual”
88 in your My Docs). Employees who are on active progressive discipline for violations of the Standards of Conduct, safety,
89 or productivity compared to peers or quality compared to peers as noted above, are not eligible for promotional
90 opportunities or work in select roles (for example, Ambassador).

91 Nothing in this document provides any rights regarding employee discipline or counseling, and nothing should be read or
92 construed as modifying or altering the at-will nature of your employment with Amazon.

93 Conclusion

94 Thank you for working safely, contributing your best, following standard work, and sharing your feedback. We are
95 always interested in understanding your experience at Amazon and how we can help you achieve success in your role.
96 Please contact your Manager or Human Resources representative with any questions or concerns about the
97 performance review process, or barriers to completing tasks. You are also welcome to share feedback through the Voice
98 of Associate.

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