Amazon's customer service score contains many aspects. When discussing the reasons for the low efficiency of Amazon's supply chain process promotion, we can find two key factors: one is the lack of clear job responsibilities and assessment standards; The second is that there is no consensus and goal for collaboration.
In the process of team communication and collaboration, it is of vital significance to clarify each other's responsibilities and assessment standards. If standards are lacking, there is a chaotic situation where it seems that everything can be done, and when things go wrong, everyone seems to be responsible, but when everyone is responsible, the end result is often that no one is really responsible. Because people will think that since everyone is at fault, it is not a particular person's problem, and thus blame each other. This phenomenon of inefficient communication and bickering is a great internal friction for enterprises, and as internal friction continues to accumulate, enterprises will become more and more "weak" as they are gradually hollowed out, and then go downhill.
In order to improve this situation, it is very necessary to clarify their respective job responsibilities and formulate corresponding assessment standards. We can adopt the scientific appraisal method of KPI performance appraisal. It quantifies the objective into a management indicator. By decomposes the strategic objective of the enterprise into a tool that can be used to evaluate the completion of the work task, the degree of performance of the job responsibility and the development of the employee, and timely feedback the evaluation results to the employee.
The purpose of KPI performance appraisal is to help employees clearly understand the work content and completion standards of their own positions, and clarify the performance measurement indicators of department personnel, so as to establish a clear and feasible KPI system. At the same time, by closely linking it with job promotion, salary adjustment, annual assessment, etc., we can fully mobilize the enthusiasm of employees and stimulate their potential.
KPI performance appraisal can be divided into two parts: performance appraisal and behavior appraisal. Performance appraisal is mainly the core index related to employees' posts, while behavior appraisal focuses on the comprehensive quality index of employees. For example, the responsibility of the (sales) department is to create more revenue for the enterprise, do a good job in the operation of the platform, including order processing, store performance maintenance, overseas warehouse stocking plan, etc., and organize and analyze the front-end sales data to provide data support for the decision-making of the management, and provide feedback information from users for the research and development department. Only when all departments clearly define their responsibilities and goals, and standardize and motivate them through a scientific assessment system, can they effectively improve the efficiency of Amazon's supply chain process and promote better development of the enterprise.
