Delivered 1st Amazon Business Partner Satisfaction Scores
Q3 2014: Negative 33 Satisfaction Rating
Q3 2014: Negative 33 Satisfaction Rating
Q3 2014: Negative 33 Satisfaction Rating
Opportunity:
The Amazon Creative Service team had no data on whether their services were meeting customer expectations or if their client business partners were satisfied with the content or design deliverables. The problem was simple, no one was talking to our customers to find out if they were satisfied with our service.
Q3 2015: Positive 14 Satisfaction Rating
Q3 2014: Negative 33 Satisfaction Rating
Q3 2014: Negative 33 Satisfaction Rating
Approach:
I utilized ClientPulse to survey business partners to gather both qualitative and quantitative data. The positive 47 point YoY improvement was due to listening and understanding partner pain points in our service, and actively manage communication, follow-through, and delivery.
Created and Managed Business KPIs
Opportunity:
Successfully managing the growth of the Amazon Creative Services organization required visibility and ongoing accountability of our budget, resources, and utilization.
Approach:
I implemented a set of key performance metrics that focused on budgeting, expense management, and resource utilization.
Examples:
Budget Accuracy in October 2015 was 86% (target 90%), a 2.3% improvement over September 2015 at 84%, and 16.2% improvement over August at 74%, exhibiting MoM improvement.
Expense Management for October 2015 came in at $6,674, an 81% improvement over September 2015 at $35,549, a 90% improvement from August 2015 at $67,190, and 84% improvement from July 2015 at $43,963.
Against the target of 65%, Utilization is at 60% for October, down from September at 67%, compared to August at 77%, July at 32%, and June at 51%.
Designed Intake & Prioritization Process
Approval Workflow
Acceptance Criteria
Approval Workflow
Opportunity:
No single project intake, documentation or project prioritization existed for the integrated service delivery team.
Intake Form
Acceptance Criteria
Approval Workflow
Approach:
I created the intake workflow and prioritization method for determining project acceptance. I also worked with management to create an operations team that helped to establish the resource planning process and budgeting for all projects.
Acceptance Criteria
Acceptance Criteria
Acceptance Criteria
Prioritization Matrix
Projects were scored based on a number of variables, and then stack-ranked for production.
Aligned Amazon Creative Services Project Delivery Phases
Standardization of Phases
Opportunity:
4 teams in North America and 3 teams in Europe all had different steps in their delivery process yet we were all on the same team and delivered the same content and design deliverables.
Approach:
I conducted a gap analysis, documented process steps, and gained alignment across the teams in North America and Europe on a consolidated set of ACS Project Delivery Phases that also included when and where we would collect data for reporting.