Comments on: Amazon & Putting Customers First http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/ Mark Graban's leanblog.org - Lean Healthcare, Lean Thinking, Lean Manufacturing, Toyota Production System Thu, 09 Feb 2012 22:59:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Mark Graban http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/#comment-2992 Mark Graban Fri, 11 Jan 2008 22:34:00 +0000 http://leanblog.bigbigdesign.net/2008/01/amazon-putting-customers-first/#comment-2992 Our Curious Cat pal, John Hunter, <a HREF="http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/" REL="nofollow">had a bad experience with amazon</a> recently. Our Curious Cat pal, John Hunter, had a bad experience with amazon recently.

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]]> By: Pete Abilla http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/#comment-2954 Pete Abilla Tue, 08 Jan 2008 08:51:00 +0000 http://leanblog.bigbigdesign.net/2008/01/amazon-putting-customers-first/#comment-2954 @Anonymous,<br/><br/>Yes, Lean and Six Sigma has been practiced at Amazon since 1999. You can learn more about what <a HREF="http://www.shmula.com/431/jeff-bezos-on-lean-and-six-sigma" REL="nofollow">Bezos has said about Lean and Six Sigma at Amazon</a>. @Anonymous,

Yes, Lean and Six Sigma has been practiced at Amazon since 1999. You can learn more about what Bezos has said about Lean and Six Sigma at Amazon.

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]]> By: Jason http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/#comment-2944 Jason Mon, 07 Jan 2008 21:18:00 +0000 http://leanblog.bigbigdesign.net/2008/01/amazon-putting-customers-first/#comment-2944 In a <a HREF="http://www.boingboing.net/2007/11/20/amazon-kindle-the-we.html" REL="nofollow">column on BoingBoing</a> last November, Cory Doctorow points out that Amazon is only good at customer service when it comes to physical products. Whenever Amazon starts messing around with digital products (the Kindle's books, Unbox, MP3 downloads, PDF books), it completely screws the customer in about 20 different ways.<br/><br/>From an environmental standpoint, I hate the excessive packaging that comes with Amazon. I'd far prefer that they work with their suppliers to have stock delivered to them in boxes that can easily be shipped via UPS without repackaging wherever possible. In a column on BoingBoing last November, Cory Doctorow points out that Amazon is only good at customer service when it comes to physical products. Whenever Amazon starts messing around with digital products (the Kindle’s books, Unbox, MP3 downloads, PDF books), it completely screws the customer in about 20 different ways.

From an environmental standpoint, I hate the excessive packaging that comes with Amazon. I’d far prefer that they work with their suppliers to have stock delivered to them in boxes that can easily be shipped via UPS without repackaging wherever possible.

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]]> By: Mark Graban http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/#comment-2943 Mark Graban Mon, 07 Jan 2008 17:52:00 +0000 http://leanblog.bigbigdesign.net/2008/01/amazon-putting-customers-first/#comment-2943 The shipping box issue -- my understanding is that there's a tradeoff between perfectly fitting box to item and variety... they can't have an infinite number of boxes. I ordered a wire cooling rack (for the kitchen) once and that flat item was in a box that was 95% air.<br/><br/>I like it, actually, when they ship in the manufacturer's box, requiring no overpackaging. They warn you of that, in case you're buying something as a gift (or don't want it stolen from your doorstep, I guess).<br/><br/>I have some friends at Amazon... if there's enough interest, I can try to get someone for a Podcast. The shipping box issue — my understanding is that there’s a tradeoff between perfectly fitting box to item and variety… they can’t have an infinite number of boxes. I ordered a wire cooling rack (for the kitchen) once and that flat item was in a box that was 95% air.

I like it, actually, when they ship in the manufacturer’s box, requiring no overpackaging. They warn you of that, in case you’re buying something as a gift (or don’t want it stolen from your doorstep, I guess).

I have some friends at Amazon… if there’s enough interest, I can try to get someone for a Podcast.

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]]> By: Anonymous http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/#comment-2942 Anonymous Mon, 07 Jan 2008 17:46:00 +0000 http://leanblog.bigbigdesign.net/2008/01/amazon-putting-customers-first/#comment-2942 It sure seems to me that Amazon would be a good study in lean principles. Their fulfillment systems seem to be the best in the business...if you buy direct from them (vs. their many integrated vendors who can add some complication to an order).<br/><br/>Has anyone seen a value stream map of their process? Do they use VSM techniques? Perhaps a more traditional process mapping method might be a better method for them(captures more detail).<br/><br/>My only beef is they seem to use excessive packaging. I get mostly air in the box when I order from them... It sure seems to me that Amazon would be a good study in lean principles. Their fulfillment systems seem to be the best in the business…if you buy direct from them (vs. their many integrated vendors who can add some complication to an order).

Has anyone seen a value stream map of their process? Do they use VSM techniques? Perhaps a more traditional process mapping method might be a better method for them(captures more detail).

My only beef is they seem to use excessive packaging. I get mostly air in the box when I order from them…

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]]> By: Neutron Jerk http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york/#comment-2941 Neutron Jerk Mon, 07 Jan 2008 17:35:00 +0000 http://leanblog.bigbigdesign.net/2008/01/amazon-putting-customers-first/#comment-2941 I think further evidence of Bezos being a lean thinker his daily uniform -- <a HREF="http://images.businessweek.com/mz/04/51/0451_18innova.jpg" REL="nofollow">khakis and a blue oxford shirt</a>.<br/><br/>I remember an article where he said it wasn't worth the time or hassle deciding what to wear each morning. I love it. I think further evidence of Bezos being a lean thinker his daily uniform — khakis and a blue oxford shirt.

I remember an article where he said it wasn’t worth the time or hassle deciding what to wear each morning. I love it.

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