Amazon has been working to improve the speed of delivery for more than two decades. How did they do it?
It wasn’t the result of a single initiative or innovation. It was a continuous effort to improve input metrics related to the speed of delivery — the “click-to-deliver time.” This metric was broken down into thousands of controllable sub-metrics that contribute and roll up to reductions in click-to-deliver time.
This was followed by thousands of new initiatives (conceived via the Working Backwards PR/FAQ process) across the entirety of the shopping and fulfillment experience to increase speed while reducing cost and errors.
Many of these initiatives did not work: actual invention goes hand in hand with failure. But, through a relentless commitment to experimentation to improve each of the contributing input metrics over two decades (pushing on the growth flywheel in a consistent direction), Amazon deliveries arrive at your doorstep like magic.
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