Amazom

activate 1 amazon. com is a popular and well-known multinational E-commerce company in the world, based in United State and expended the retail web web site in United Kingdom on 15th October 1998 (D Brown, 2008), which composes of buying and merchandising products or redevelopments through internet and an opposite essential computing device network constitutions. Jeff Bezos, founder and CEO of virago claimed that a company ejectful be resilient is made by focusing on the client (Zach, article, 2013).Obviously, guest centricity (Mark, YouTube, 2009) is the tenet that Amazon is working on, which is the strongest key to raise the world(a) prominence and earn the credits from their consumers and suppliers. By reaching the goal of node satisfactions, Amazon divided their internal operation aim into five important bug outs of components to ensure that they have delivered what consumer needs, which is controlled by Lean system feature with the efficiency of Six Sigma system (An drew, 2009, Mark, YouTube, 2013) and Pull system to shorten the sequence of operation and focus on identifying the needs of node or jell order to co-sourced.After that, both of them will send the parcel to Royal berth or mercantile courier after certificated and packed by Total Quality counseling system (TQM) (Nigel, Alistair, Robert, 2011) and ABC Warehousing system (Jay, Barry, 2008) respectively. The first one is bear an easy purchase process and chopine to client that contain a mappingr-friendly web page and unstable app (Annual report, legal proceeding, 2013) with clear catalogues, simple order and payment procedure to centralise the beat of procurement.Second one is offer a wide range of goods infusion (Annual report, Overview, 2013) from all over the world to fulfill different type of node needs. Pricing management (Annual report, consumer, 2013) is also another important element it can separate into two parts that are internal and external. Internal is the expe nse of products that tempted the consumers with lowest possible price, which is operated by Amazon. External part is postage, Amazon provide Prime and Supersaver to lower the cost of shipment (Annual report, consumer, 2013) to their customers, but the pitch part is still handling by Royal mail or other logistic company.The next component is grapheme (Annual report, 2013) of the products that they have a aline of quality level to decrease the defect or product return. The last one is efficiency (Annual report, 2013), sequence the duration of the operation from the order fit(p) until ship out the parcel. In the mean condemnation, Drop Shipping (Annual report, 2013) is providing by slightly of the vendors of Amazon to shorten to procedure. Furthermore, the speed of problem solving is fast since Amazon is using E-mail and Electronic Data Interchange (EDI) (Nigel, Alistair, Robert, 2011) to communicate with their customer and vendors.Amazon is performed well in the internal supply chain system, yet in that location still have some conundrum appear frequently such(prenominal) as the unpredictable tar time, delivery address label and account missed (Cathrin, 2007), postmen did not even knock their door to save time when deliver (Andrew B, 2012), no one response during long holiday (G. Charlton, 2013), thin the request from customers (A. Jones, 2011) and customer needs to postpone the shipping time (M. Lewis, 2011). hither also have some customer reviews as following that had familiarity of online shopping.Fiona blamed that she got her parcel a year late (Andrew B, 2012). Tony Rudder said that he had been waiting a package for a whole day in his house, but he just discovered a little step on the floor saying that they tried to delivery his parcel at the end (Andrew B, 2012). Richard Wilding claimed that his parcel was founded about half a mile past from his house few weeks later (Andrew B, 2012). The above customers reviews showed that the system of deliv ery is reality some significant factor that infuriating their customers and also losing the confidence from the consumers.According to the query studies, since the whole system of Amazon is complex and unsure with people confused such as unpredictable human being of psychological issues that may affect the outcome, so that, Soft System Methodology (SSM) (Checkland, 1999) with tools CATWOE, Rich assure and Root Definition will be the ideal way to exercise in this case. As shown in the Rich Picture ( witness 1), it indicated that once the estimator system received the order from customer, it directly assign to the distribution center.But then, on that point has a blockage appear between the logistic part and customers after Amazon passed the parcel to Royal Mail or other commercial couriers, it is because of customer is unable to predict and check the exact arrive time of the parcel by themselves. Moreover, when customer tries to contact with the customer service of Amazon, th e stave may not answer immediately due to the part of delivery is not under their control. With the reviews and tools of CATWOE (Appendix 1), Root Definition will be formed. Amazon owned system operated by staffs of Amazon that supports since received order from customer to parcel delivered.All goods need to passed a standard quality control in order to provide a quality products and also with good service of delivery on time, while recognizing the constraints of the barriers of third party logistic company. cerebrate with the analysis of delivery conundrum of Amazon, we found that they should strengthen the Customer human relationship Management (CRM) (Andrew, 2009) to achieve the objective of delivery service to meet customer expectation. Besides, cooperate with a logistic company that operated with good Technology Management (TM) (Jay, Barry, 2008) with new IT system to enhance the value of delivery.To begin with the whole delivery process, three best delivery dates and time se lected by customers should be added in the purchase procedure. Secondly, use GPS (eCourier, 2013) real time tracking system to monitoring device the parcel once it passed to the logistic company let customers check with their smartphone. In the meanwhile, the computing system will send a pre-delivery alert SMSy (Whitepapers) and 1 hour before the parcel arrive reminder to the customer that knead sure the parcel can be well delivered.The other avail would be allowing customer to rearrange the delivery time with SMS (Whitepapers). At last, use a PIN code (The iBin, 2013) to identify the parcel delivered to the right person. Figure 1 CATWOE of Amazon Customers Customer/ Buyer Actors Staff of Amazon mutation process Received order from customer transformed into parcel delivered orbit View Parcel delivered means ensured that customer received a quality products which passed the standard control and good service of delivery. Owner Amazon purlieu constraints Barriers by the third pa rty logistic company