DECISION SHEET: BALANCING CUSTOMER CENTRICITY WITH

EMPLOYEE ENGAGEMENT AT AMAZON

Key Decision Maker: Jeff Bezos, CEO of Amazon

Underlying Concept
Balancing the focus on exceptional customer service while enhancing employee
engagement and satisfaction.

Problem Statement
Maintaining excellent customer service while boosting employee engagement and
satisfaction.

Criteria
1. Customer Satisfaction: Maintain or enhance Amazon's customer-centric
reputation.
2. Employee Engagement: Meaningfully improve satisfaction and engagement.
3. Cost: Carefully consider the financial implications of each option.
4. Feasibility: Implement and sustain the chosen solution effectively.

Alternatives
1. Increase Employee Pay and Benefits
2. Improve Work-Life Balance
3. Provide Training and Development
4. Invest in Employee Recognition Programs
5. Implement a More Flexible Work Schedule

Analysis (Summarized)
 Option 1: Immediate morale boost, high financial strain, uncertain long-term
engagement.
 Option 2: Reduced stress, enhanced employer branding, relatively low-cost.
 Option 3: Long-term value, improved adaptability, fosters growth and
engagement.
  Option 4: Immediate impact, fosters community, potential superficiality
concerns.
 Option 5: Work-life balance improvement, productivity boost, logistical
complexity.

Decision
A hybrid approach combining Options 2, 3, and 4 is recommended:
1. Improve Work-Life Balance: Flexible schedules, time-off policies, and well-
being programs.
2. Provide Training and Development: Invest in skill development and career
advancement.
3. Implement Employee Recognition Programs: Acknowledge achievements
to boost morale.

Implementation Tips
 Pilot Testing: Refine and scale based on initial results.
 Transparent Communication: Clearly articulate the rationale and benefits to
stakeholders.
 Continuous Monitoring: Regularly evaluate and adapt based on feedback
and changes.

Conclusion
By adopting a well-crafted hybrid approach that combines improved work-life
balance, training and development opportunities, and employee recognition programs,
Amazon can effectively address challenges and bolster both customer centricity and
employee engagement. This decision has the potential to significantly enhance
satisfaction, maintain a competitive edge, and ensure sustained success in the market.