Lean Enterprise Institute Logo
  • Contact Us
  • Newsletter Signup
  • Cart (0)
  • Account
  • Search
Lean Enterprise Institute Logo
  • Explore Lean
        • What is Lean?
        • The Lean Transformation Framework
        • A Brief History of Lean
        • Lexicon Terms
        • Topics to explore
          • Operations
          • Lean Product & Process Development
          • Administration & Support
          • Problem-Solving
          • Coaching
          • Executive Leadership
          • Line Management
  • The Lean Post
        • Subscribe to see exclusive content
          • Subscribe
        • Featured posts
          blocks that spell put incentive

          Ask Art: How Do You Align Incentives...

          Animation on Starting a Lean Journey

          Getting Started with Lean Thinking and Practice

          • See all Posts
  • Events & Training
        • Custom Coaching and Learning Experiences
        • Co-Learning Partnerships
        • Forms and Templates
        • Featured learning
          • Building a Lean Operating and Management System 

            February 02, 2023 | Boston, MA

          • Lean Summit 2023

            March 08, 2023 | Optional Pre-Summit Workshops March 6-7
            Tucson, Arizona

          • Key Concepts of Lean Management Remotely 

            March 13, 2023 | Online Live Course

          • Improvement Kata/Coaching Kata Remotely

            April 10, 2023 | Online Live Course

          • See all Events
  • Store
        • Shopping Cart
        • Featured books
          Managing to Learn: Using the A3 management process

          Managing to Learn: Using the A3 management process

          Learning to See

          Learning to See

          • See all Books
  • About Us
        • Our people
          • Senior Advisors and Staff
          • Faculty
          • Board of Directors
        • Contact Us
        • Lean Global Network
        • Press Releases
        • In the News
        • Careers
        • About us

The Lean Post / Articles / Lean at Amazon.com: Reconciling Lean and High-Tech

Webinar graphic image with repeating icons

Operations

Lean at Amazon.com: Reconciling Lean and High-Tech

By Marc Onetto and Patricia Panchak

April 15, 2021

Download webinar slides »

FacebookTweetLinkedInEmailPrintComment

Contrary to what some people think, adopting lean in a high-technology environment isn’t just possible; it’s essential. Just ask Marc Onetto. The former SVP of Operations and Customer Service at Amazon pioneered the application of lean management in retail distribution at the company. He asserts that lean reinforced Amazon’s “customer-centric” culture, which has been the foundation for its success. He’ll describe how Amazon applied lean to identify and eliminate muda for the customer, from how it built the website to how it fulfills orders.

He shares how lean helped build the Amazon Customer Excellence System (ACES), which drives the delivery of continuous innovation at the retail juggernaut, and how it:

  • Opened the door to autonomation in the fulfillment center, facilitating the adoption of robotics to eliminate muda
  • Improved customer service by helping to reduce the number of screens for a customer service agent to navigate in order to respond to a customer query from 29 to eight
  • Promoted a customer-centric focus on the fulfillment center shop floor
  • Helped achieve “the ultimate muda elimination” (you’ll have to attend to hear THAT story!)
FacebookTweetLinkedInEmailPrintComment

Virtual Lean Learning Experience (VLX)

Subscribe to the Virtual Lean Learning Experience, a continuing education service offering the latest in lean leadership and management.

Written by:

Marc Onetto|
Patricia Panchak

About Patricia Panchak

For 25 years as a business journalist, media strategist, and public speaker, Pat’s reporting and research have helped inform executives about adapting to the latest business issues, including the rise of digital technologies, employee engagement, and lean management. As an independent journalist, she wrote about lean and digital strategies for…

Read more about Patricia Panchak

Leave a Comment Cancel reply

Your email address will not be published. Required fields are marked *

Related

improvement kata coaching kata model 2

Operations

The Fundamentals of Improvement and Coaching Kata

Article by Lean Leaper

sensei back belt close up

Operations

Ask Art: Why is a Lean Sensei Necessary?

Article by Art Byrne

product engineers standing around a 3D printer

Operations

Developing Products is a Team Sport

Article by Lean Leaper

Related books

The Power of Process – A Story of Innovative Lean Process Development

The Power of Process – A Story of Innovative Lean Process Development

by Eric Ethington and Matt Zayko

The Gold Mine (Audio CD)

The Gold Mine (Audio CD)

by Freddy Ballé and Michael Ballé

Related events

February 02, 2023 | Boston, MA

Building a Lean Operating and Management System 

Learn more

March 08, 2023 | Optional Pre-Summit Workshops March 6-7
Tucson, Arizona

Lean Summit 2023

Learn more

Explore topics

Operations graphic icon Operations
Executive Leadership graphic icon Executive Leadership

Join us on social

  • LinkedIn
  • Twitter
  • YouTube
  • Instagram
  • Facebook

Join our #LeanCommunity

Join us on slack
  • Privacy Policy
  • Sitemap
  • LinkedIn
  • Twitter
  • YouTube
  • Instagram
  • Facebook

©Copyright 2000-2023 Lean Enterprise Institute, Inc. All rights reserved.
Lean Enterprise Institute, the leaper image, and stick figure are registered trademarks of Lean Enterprise Institute, Inc.

This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Learn More. ACCEPT
Privacy & Cookies Policy

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Non-necessary
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.
SAVE & ACCEPT
Share this ArticleLike this article? Email it to a friend!

Email sent!