Developing and Implementing a Customer Satisfaction Program at Amazon

This project focuses on developing a comprehensive customer satisfaction program for Amazon, addressing the challenges the company faces in maintaining customer satisfaction. The program aims to improve customer experience through various initiatives, including defining program objectives, outlining the project's scope, and establishing a detailed work breakdown structure. It incorporates a program schedule, change management plan, and risk management strategies to ensure successful implementation. The project emphasizes quality control, stakeholder management, and references relevant academic sources for a robust approach. The program's core components include defining customer behavior, strategizing for business growth, and conducting experiments to assess the impact on customer satisfaction. The project also covers the importance of setting quality standards, managing resources, and establishing operational processes for successful delivery. The solution also provides information on the program schedule, change management, risk management and quality control.

Development of program for ensuring
customer satisfaction in Amazon

Overview of the program
• The main focus is on the organization Amazon that is the
largest online retailer as well as prominent service provider.
• The main aim of the organization is to work on brining
customer satisfaction for resolving the challenges that the
organization is currently facing in dealing with the customers.
• In order to resolve such issue, Amazon wants to develop a
program in which small experiments will be done in order to
focus whether such experiments help in improving customer
satisfaction or not.
• Additionally, this program helps in achieving growth within
the business by resolving issues that the program faces.

Objectives of the program
The objectives of the program include:
• To properly work on the various types of behaviour that are
helpful in deciding over the satisfaction of the customers.
• To properly strategize the growth of the company for giving
detailed approach for identifying challenges.
• To develop simple experience which helps in testing for
determining whether customer satisfaction is properly achieved
or not.

Program scope
In scope
• Proper development of program plan
• Development of proper program team
• Effective work on the behaviour that generally satisfies the
customers
• Properly focus on the business growth
• Determining experiences of the program
• Proper testing of the experiences
• Properly work on different stages of personalization

Work breakdown structure
Development of program
for ensuring customer
satisfaction in Amazon
Initiation phase
Development of
business case
Undertaking
feasiability study
Hiring stakeholders
Creating charter for
the program
Milestone 1:
Completion of
initiation phase
Planning phase
Developing program
plan
Development of
resource plan
Development of
financial plan
Development of risk
management plan
Milestone 2:
Completion of
planning phase
Execution phase
Selection of venue
Creating program
teams
Started working on
different type of
bbehaviour that
helps in satisfying
customers
Strategize and focus
on business growth
create and
determine simple
experiences
Testing the
experiences
Working on different
stages of
personalization for
checkout process
Milestone 3:
Completion of
execution phase
Close out phase
Post project review
Stakeholder sign off
Documentation
Milestone 4: Releasing
resources

Program schedule
• The schedule of the program reflects that around 3
months of time will be required in order to develop
a program for working on the satisfaction of
customers in Amazon.
• The time for each activity is mainly reflected in the
schedule of the project such that it guides the team
for finishing the project within time.

Change management plan
• The change management plan that is developed helps in
managing various types of changes that are mainly required
within the plan for achieving success within the program. The
steps that are mainly followed for undertaking changes in
program are listed below:
• When different types of changes are mainly needed within the
program, then proper change request is mainly received by the
program manager.
• After the change request is achieved proper change assessment
is mainly carried out successfully for ensuring whether changes
are proceeded within the program or not.
• If the changes that are requested is generally needed within the
program then the program will be approved otherwise the
change request is rejected.

Risk management plan
Risk Id Risk Impact Probability Mitigation Status
1 Budget shortfall High High It is necessary to manage
resources for avoiding
budget shortfall.
Completed
2 Schedule slippage High High Proper tracking of
schedule for avoiding
delay in the program
In progress
3 Inexperienced organizers High Medium Hiring experienced
organizers for finishing
work on time
Completed

Risk management plan Contd.
Risk Id Risk Impact Probability Mitigation Status
4 Scope creep High High Following the
scope of the
program is helpful
in avoiding scope
creep.
Completed
5 Improper testing of the
experiences
Medium Medium Proper testing of
the experiences is
needed for
undertaking the
program
effectively.
In-progress

Status report

Quality control
The steps for managing the quality of the program are mainly listed below:
• It is quite necessary to set proper quality standards of the program quite effectively for
avoiding quality related issues.
• The quality of resources needs to be checked properly for avoiding different types of
quality related issues.
• Creating proper operational processes for successfully delivering the quality of the
program effectively
• Hiring experienced stakeholders within the program for successfully managing the
program

Stakeholder Sign off
Resource Name Stakeholder sign off
Program manager <Please fill>
Program planner <Please fill>
Organizer <Please fill>
Supervisors <Please fill>
HR manager <Please fill>
Finance manager <Please fill>
Marketing manager <Please fill>
IT manager <Please fill>
Operations manager <Please fill>