Challenges in HRM at Amazon: Refunds, Returns, Packing, and Price Competition

RUNNING HEAD: HRM 0
Amazon
HRM

HRM 1
Contents
Introduction...........................................................................................................................................2
Company’s overview.............................................................................................................................2
Diagnosis...............................................................................................................................................3
Kotter’s eight step approach..................................................................................................................5
Conclusion.............................................................................................................................................9
References...........................................................................................................................................10

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Introduction
Human Resource Management (HRM) is the process for the effective management of people
in the organization. It comprises hiring and evolving employees in order to create value of the
organization. The aim of the HRM is to enhance the productivity by augmenting the
effectiveness of the employees. I have been working in Amazon from last three years and
confronted some challenges in the company. The problematic areas recognised are refunds
and product returns regarding packing and price competition. The refunds and returns are
shortcoming for Amazon. It has been experienced that the customers prefer to return the
products as soon as they are not in the need of it. On the other side, price competition is also
one of the causes of product returns. If the customers get the same products for the less prices
on other retailer ‘site then customers are expected to return the goods and make purchase
from that website. On the other hand, sometimes company do not pack the items properly as a
result product can be damaged. The customers return the products as soon as they get the
damaged products. This report includes the overview of Amazon. The product refunds and
returns are the problems which are diagnosed in Amazon. Such problems are also
accompanied with the packing problems and price opposition. Kotter’s 8 step approach is
implemented to solve the issues diagnosed in the company. this approach identifies the need
for change and transforming the organization.
Company’s overview
Amazon is a leading online retailer worldwide. The company was initially a book seller but
enhanced operations later to a huge collection consumer goods and digital media. The
website of Amazon is popularly known to have wide variety. The mission of the company is
to become globe’s most customer-centric company (Mason, Cogua & Thompson, 2018). The
consumer goods make available by Amazon comprises electronics, furniture, music, apparel

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and more. The customers can buy and sell products on the online market system of Amazon.
It has distinct sites, software advancement centres, customer service centres and
accomplishment centres in the different locations globally.
Amazon has gained popularity over time accompanied by ultimate productivity. Amazon has
demonstrated itself by proposing add on services time on time like Amazon Web Services
(AWS). Amazon even enlarged AWS portfolio in 2006 through Elastic Compute Cloud
(EC2). This service lets out the computer handling power in minor or huge augmentations.
Amazon is magnificently directing its operations but these are accompanied by the certain
problems (Jabbour & de Sousa Jabbour, 2016).
Amazon is the leading e-commerce retailer and cloud computing platform globally. It has
distinct retail websites in different nations (Mazrekaj, Shabani & Sejdiu, 2016). The company
even provides worldwide delivery for the specific products in certain countries. Amazon has
beaten Walmart as a most appreciated trader in United States. The company supports small to
medium size businesses in order to reach millions of clients with the different platforms. It
assists to enhance profits, scope and efficiency of the organization.
Diagnosis
The core business practices of Amazon contribute to better functioning. The business
decisions of Amazon are taken on the basis of the “flywheel “philosophy. It comprises a
cycle in which Amazon cuts prices to appeal customers. It is helpful in attracting more
customers and increasing sales. Amazon is diagnosed with some issues discussed below:
Product returns and refunds
The customers generally view the return policies before taking any purchase decision.
Amazon has attained higher chances of buying due to the facility of easy returns provided by