Amazon 's Most Customer Centric Company

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Amazon was incorporated in 1994 in the state of Washington. Founder, Chairman of the Board and CEO Jeff Bezos opened Amazon’s online store in July of 1995. Amazon was subsequently reincorporated in Delaware in 1996. The Company is headquartered in Seattle, Washington. Amazon is listed on the NASDAQ Global Select market under the ticker symbol AMZN, and held its IPO in May 1997. Amazon strives to be, “Earth’s most customer-centric company,” driven to provide consumers with any product or service they desire. The company operates on a geographic basis, with two segments: North America and International. Amazon serves their customers by offering enormous selection, low prices and incredible convenience. Amazon is an industry leader in the…show more content…
This all ties back into the practice of Operations Management. In order for such a large company to succeed, all phases of the business process must operate at the highest levels of effectiveness and efficiency. Amazon must constantly adapt procedures, not to keep pace with competitors, but to out pace them. Amazon is a perfect model with which to measure operations management due to the fact that mastery of all principles is the only way that they are able to be a profitable company. So many moving parts and systems must operate according to an incredibly specific plan in order to be effective.


An organizations strategy must be derived from its mission statement, if it has any hope in reaching its goals. Amazon’s mission statement is as follows:

“We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators.”

Nowhere in this statement does Amazon mention its business goals (monetary goals); the focus is solely upon customer satisfaction. Amazon’s mission is to be the world leader in customer care, and let everything else be secondary. It seems valid that high monetary returns would follow from extremely satisfied customers. Amazon aims to achieve its mission using a hybrid strategy, the main avenue being differentiation. Amazon is the industry leader in web-based retail services, in both goods and
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