You are working as a customer service representative and a customer calls you during your scheduled tea break to complain about the delay in receiving a product they ordered. The customer paid for a 24-hour priority delivery service but 48 hours have now passed. Once a product is ordered and dispatched it is in the hands of a third-party courier company. What would you do?
Undoubtedly, Amazon is one of the greatest companies in the world! Not only have they revolutionized online shopping, they constantly innovate, improve customer service standards, and strive to be the earth’s best employer.
Amazon was founded by Jeff Bezos back in 1994. Initially, Amazon started in a garage as an online bookstore but soon expanded to be a website that sold ‘everything’. The name ‘AMAZON’ was chosen because, just like the Amazon river, it represents significant depth and volume in terms of the products and services.
As of today, Amazon is a website that sells literally millions of products and has diversified into many different industries and sectors, including Amazon Fresh, Amazon Kindle, Amazon Web Service (AWS), Amazon Cloud Service, Amazon Prime Video, and Amazon Security.
One of the reasons why Amazon has been so successful is because of the incredibly talented and driven people it employs.
Amazon has a rigorous assessment, selection, and interview process that is often centered on the 16 Amazon Leadership Principles. If you are applying for any job role with Amazon, we strongly recommendyou spend time learning and understanding the leadership principles because, without them, your chances of success will reduce significantly!
WHAT ARE THE 16 AMAZON LEADERSHIP PRINCIPLES?
The 16 Amazon Leadership Principles are the foundations of Amazon’s success. In essence, they are the bedrock of what Amazon expects from its staff (Amazonians).
“The 16 Leadership Principles are used every day in Amazon’s work including whenever exploring new product and service ideas or overcoming difficult and challenging problems.”
A brief overview and explanation of the 16 Amazon Leadership Principles are as follows:
Amazon is obsessed with its customers. Obsessed with giving outstanding customer service and creating products and services that make their lives better.
Amazon managers and leaders always take responsibility and focus on the long-term success of the company as opposed to short-term gains. People who work for Amazon will always get stuck in and do jobs that, although not part of their job description, will help the team.
INVENT AND SIMPLIFY
Working at Amazon requires the ability to find ways to make things simple. You will also be encouraged to innovate and invent. If you have an idea that can improve the customer experience, you will be encouraged to explore it further.
ARE RIGHT, A LOT
Good leaders make the right decisions most of the time. They have good judgment and they are not afraid to make difficult decisions that are in the best interests of their employer.
LEARN AND BE CURIOUS
There is always something new to learn at Amazon, and this leadership principle is vital if you are going to be able to contribute positively to the long-term goal of the company. You should always be curious about how things work, what the needs of your customers are, and how you can develop the right skills to meet the demands of the organization.
HIRE AND DEVELOP THE BEST
As we have already eluded to earlier on during this article, Amazon employs some of the world’s brightest minds. Amazon always tries to improve with every person they hire. If you have talent, you will be encouraged to move through the organization. If you are a leader working for Amazon you will have the responsibility of coaching the people in your team to enable them to be the best version of themselves possible.
INSIST ON THE HIGHEST STANDARDS
Standards can never be too high! Whilst working at Amazon, you must always insist on the highest standards in the work you do, and when dealing with customers. Any drop in standards can impact negatively on the progress of Amazon and, more importantly, its reputation.
The next of the 16 Amazon Leadership Principles is think big! You will be encouraged in your work at Amazon to think outside the box, seek ways to help the business improve and grow and come up with bold ideas that generate exceptional results.
BIAS FOR ACTION
Working fast and getting things done is the difference between success and failure at Amazon. Amazon encourages calculated risks that help the business move forward and maintain its position as the world’s number one eCommerce website!
The next Amazon Leadership Principle is frugality. The definition of frugal is sparing or economical with money, food, or resources. Although Amazon is very successful in terms of its turnover, it still understands the importance of maintaining a healthy profit. Profit can only be realized if its staff treat resources and money with respect. Unnecessary waste is not welcome at Amazon!
The ability to analyze your performance speak openly about problems and issues, and be honest when mistakes are made are all important qualities needed to work at Amazon. Amazonians always assess themselves against the best and seek to improve.
To ensure positive results, it is always good practice to analyze information, data, and previous results. Knowledge is power and it will be your responsibility whilst working at Amazon to stay connected with data relevant to your job.
HAVE BACKBONE; DISAGREE AND COMMIT
It is important to challenge decisions at Amazon. Challenging decisions make people think and consider different alternatives. Regardless of your position at Amazon, if you think something is wrong, or it can be approached in a different way, speak up!
This next Amazon Leadership Principle is simple… always do things to a high standard and on time.
STRIVE TO BE EARTH’S BEST EMPLOYER
Being an Amazon employee means making sure the working environment is safe, productive, and responsible. Amazon understands the importance of having a diverse workforce and it takes responsibilities in respect of the environment seriously. To be the earth’s best employee you should always be open to feedback and seek ways to continually improve.
SUCCESS AND SCALE BRING BROAD RESPONSIBILITY
The last of our 16 Amazon leadership Principles is Success and Scale Bring Broad Responsibility. Amazon started in a garage but now it is one of the largest businesses in the world. It takes its responsibilities seriously and the impact it has on the world. Amazon understands that people expect it to be better at what it does every day.
Now that we have briefly explored the 16 Amazon Leadership Principles, let’s take a look at the best way to prepare for the Amazon selection process, including the workplace assessment and interviews.
HOW TO PREPARE FOR THE AMAZON JOBS SELECTION PROCESS
Of course, a perfectly acceptable way to prepare for the Amazon selection process is to read and learn the 16 Amazon Leadership Principles.
However, perhaps a better thing to do is to practice answering test questions that are focused on the 16 leadership principles. If you practice many test questions, eventually the leadership principles will become second nature. This is particularly helpful when you attend the interview and undertake the Amazon workplace assessment test.
Let’s take a look at several example assessment test questions that are focused on the 16 Amazon Leadership Principles.
ANSWER = B
(This answer demonstrates you are putting the customer first (customer obsession), apologizing for the issue, and taking positive steps to rectify the issue and prevent it from happening again.)
A. This situation is the responsibility of your supervisor. If they are happy with the way office supplies are ordered, so be it.
B. This situation is the responsibility of your supervisor. Inform them about your concerns so they can make a decision on what to do moving forward.
C. Raise your concerns during the next team meeting and ask everyone to be more mindful about how they order supplies.
D. Do some research and obtain information that backs up your concerns. Create a proposal for how you think the team should order supplies moving forward to limit waste. Present your ideas to your manager for consideration.
ANSWER = D
(This answer demonstrates you care about how the team orders office supplies (frugality) and the impact this is having not only on needless expenditure but the impact numerous deliveries is having on the environment.)
A. Support them in their pursuit to get promoted. The needs of the organization come before the needs of your team and it is important that you encourage and develop talent because this helps the business grow. Their age and time with the company are irrelevant.
B. Do not support them in their pursuit to get promoted. Because they are the strongest member of your team, and they have only been with the company for a few months, you don’t feel the time is right for them to get promoted.
C. Inform them you will consider supporting them in the future once they have gained more experience. Tell them they are young and inexperienced but you will coach them over the next few months to help them prepare for future promotion.
D. Inform they are your strongest performing team member and you cannot afford to lose them. Tell them you are sorry but you cannot support their application. Explain that once a new team member comes along who is as good as they are, you will reconsider.
ANSWER = A
(This answer shows your ability to encourage and support talent (hire and develop the best.) You understand that the needs of the organization must come first and your selfless approach to this situation identifies high-performing members of staff, their needs, and how they can help the organization progress.
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