Service system
design and delivery
The first step of the buying process is to go to Amazon's website and log into
your account. The website then changes based on your previous searches on
Amazon and products purchased. Thus, nearly everyone's Amazon experience
is unique, with a personalized layout.
Once you find a product you want to purchase, click Add to Shopping Cart.
From there, once you check out, you are taken to a page where you must enter
your shipping and billing information. Once you enter this information and
select your desired shipping option, click the final confirmation button to
complete the order
Once a customer submits their order, Amazon's impressive backend system
starts working. Orders from third-party sellers are routed to Amazon, which
takes a cut of those sales. However, most orders go through Amazon's
warehouses, which are spread out across the world. These are stocked
based on algorithms that predict the types and number of products being
ordered in that region.
These algorithms and fulfillment centers are some of the differentiators
between Amazon and other online retailers.
The Amazon backend routes the order to the nearest fulfillment center,
where a picker finds it. The product is packed and then placed in a waiting
delivery truck, depending on the shipping option. The entire process may
only take minutes from when the customer gives a final order confirmation
before it is placed in the delivery truck.
 Role of Technology

Amazon App Suite

Amazon Robotics

Amazon Web Services

Amazon Drones and Flying

Warehouses
 Management of supply and demand

Amazon-B2B partnership
Online Sales
Fulfillment by Fulfillment by • After creating an account, businesses are able to upload their product inventory, sell their
Amazon (FBA) Merchant (FBM) products and capture their payments online
Affiliate Program
• Amazon offers an affiliate program that allows businesses to earn income by advertising
Amazon’s products and its online retailers. The business earns a referral fee when consumers
purchase Amazon items after clicking on the affiliate’s advertisement link.
Publishing
• In 2011, Amazon released its self-publishing site. This e-business site allows writers to self-
publish and sell their books, movies and music online. Writers must copyright their pieces
prior to publishing. The self-publishing options include advertisement and payment solutions
that mirror the Amazon retailer options.
Fulfillment Program
• Amazon’s fulfillment program allows businesses to store and ship their products from
Amazon’s fulfillment center. Businesses send their products to the Amazon fulfillment center,
and the items are cataloged into Amazon’s system. Businesses can sell their products through
Amazon.com or complete the sales through their own methods. When items are sold, Amazon
fulfills the orders and ships the products directly to the business’s customers. Businesses are
able to track the fulfillment through the Amazon back office system.
B2B
• Amazon’s various platforms and services are the foundations for many of Amazon’s
businesses and affiliates. These businesses benefit from the customer exposure and increased
sales opportunities while Amazon earns income through its own product sales, as well as
through earnings from memberships, fees, royalties and commissions.