Knowledge and Information Management of Amazon.com

Individual Report on-
Knowledge and Information
Management of Amazon.com
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Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1: Knowledge and Information Management.......................................................................3
Company Background:................................................................................................................3
What is KM?...............................................................................................................................4
Why KM is so important for any organisation including Amazon.com.....................................5
How Knowledge management helps the organisation in satisfying customers and achieving
competitive advantage.................................................................................................................6
TASK 2: Evaluation of knowledge and information management models/theories, showing of
awareness by evaluation:.................................................................................................................7
How knowledge is embedded in products and the service concept in the tacit knowledge of
individuals...................................................................................................................................7
How knowledge management represents a systematic approach in sharing and exchanging an
organisational knowledge base...................................................................................................8
Use of Nonaka's tacit and explicit conversion and decision making model or any other models
to illustrate the points..................................................................................................................9
TASK 3: Investigating of knowledge management techniques used by Amazon.com.................11
How knowledge has become increasingly important in Amazon.com's SOP (Standard
Operating Procedures)...............................................................................................................11
What are the main outcomes that Amazon.com has been achieving with the use of these
procedures?...............................................................................................................................12
What are the areas Amazon.com can still improve in the future in order to overcome the
challenges?................................................................................................................................13
RECOMMENDATIONS...............................................................................................................14
CONCLUSION..............................................................................................................................14
SUMMARY OF FINDINGS.........................................................................................................15
REFERENCES..............................................................................................................................16
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INTRODUCTION
Amazon.com is a international e-commerce giant which is having diversified business as
they are selling from clothing to various electronic gadgets on their e-commerce portal.
Amazon.com was founded by Jeff Bezos in the year 1994 and in current time this website has
become the first place for shoppers to shop as the company is involved in selling 564 million
products on their website. Amazon.com is market leader in terms of innovation and market
growth due to which various strategic options are inhaled by Amazon.com. The company has
incorporated data analysis into their decision making due to which they are able to understand
needs of their customers in direct manner. In the year of 2020 the company earned revenue of
US$386.064 billion (About Amazon.com. 2021). Amazon.com is having 1298000 employees in
their business and those are continuously putting their prominent efforts for inhaling high edge
success for the business. In this report key management theories are elaborated which are
primarily emphasised over organisational structures and rendering cultural diversity within
organisation. Knowledge management is a series of steps that include identifying, collecting,
storing, and sharing explicit, implicit, and tacit information to individuals throughout an
organization (Hayes, 2018). Organisational KM theory is focused over organisational structure
in which processes of knowledge are being managed within an organisation along with managing
culture and hierarchy. On the other hand Ecological KM theory is focused over people and
relationships and communities so that to provide knowledge to people existing internal and
external environment. At last Techno-centric theory is emphasised over over technology so that
redesigning of technology so that to enable knowledge and storage information within business
(Teece, 2019). These knowledge management theories are helpful in sharing knowledge in such
a manner that theories and various practices can be deployed in appropriate manner.
TASK 1: Knowledge and Information Management
Company Background:
Amazon.com is a global retail online business company which offers various products
and services across globe via its online platform such as mobile application or through its
websites. The company is being founded in 1994-95 by Jeff Bezos in the areas of Washington,
United States. It is a global technological firm that has major focus upon digital streaming of
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films or web series, e-commerce, artificial intelligence, cloud computing, etc. Amazon.com has
stood among the top five multinational giants in U.S. The initial business of Amazon.com was
online selling and home delivery of books later expanded to selling of electronic items, video
games, various software's, furniture, jewellery, apparels and toys (Adeinat and Abdulfatah,
2019). The company has an acquisition with Whole food market worth $13.4 billion amount.
Amazon.com in terms of market capitalization and revenue generation stands at highest position
in world in terms of its cloud computing, artificial intelligence, e-commerce, online streaming,
and by various other services along with a valuation of brand as world's highest multinational
brand company in market. The company has several partnerships with great businesses in
industry such as with Toys “R” US, Borders group, DC Comics, US Portal services, Nike,
Booths, JV Appario retail and also with Apple Inc. It is on the other hand carries a bunch of
subsidiaries companies under its brand name that comprises of A9.com, Amazon.com Maritime,
Annapurna Labs, Audible.com, Beijing century Joyo Courier services, Brilliance Audio,
ComiXology, createSpace, Goodreads, Whole Foods Market, Souq, Shelfari, Ring, Lab126,
Kuiper Systems, Junglee and Health navigator. Amazon.com in order to have smooth and hurdle
free delivery of its orders has setup more than 75 fulfilment with 25 sortation hubs across globe
being managed by more than 125000 workforce. The company has also developed robotics
warehouses which are automated to the partial and some parts are managed by employees.
Amazon.com faces tough competition within an industry from other e-commerce giants such as
Myntra, Flip-kart and other similar firms.
What is KM?
The concept of knowledge management or KM is a sequential procedure of recognising,
collecting, retaining, measuring and allowing access to concern parties regarding all the
necessary information of the organisation which is being developed during daily course of
business. It is a specific mechanism which is being implemented by large multinational
companies in order to have support in organising their questions being frequently asked,
documents or various different informations so to have easy access by external as well as internal
customers of the company (Ali and et. al., 2020). A business organisation can assist its
management by maintaining an updated record of all its documents, providing support to
customers in searching answers for their queries along with effective management of various
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