HRT6565: Employee Evaluation and Training Program at Amazon

This report provides a comprehensive analysis of Amazon's employee training programs, focusing on the identification of skills gaps and the evaluation of employee performance. The report begins with an executive summary highlighting the importance of training in improving employee performance and addressing the challenges posed by changing global processes and evolving organizational expectations. It then delves into the state of the problem, emphasizing the impact of inadequate training on customer service, profitability, and employee morale. The report examines the processes Amazon uses to identify and address skill gaps, including the use of key performance indicators (KPIs) and the evaluation of employees' actual skills against Amazon's expectations. The analysis covers the skills and knowledge currently possessed by Amazon employees, as well as the skills and knowledge Amazon desires from its employees, with a focus on customer satisfaction, decision-making, and adaptability to technological advancements. Based on this analysis, the report recommends improvements to Amazon's training programs, including the implementation of macro learning approaches, regular performance assessments, and the use of short, repetitive lessons. The report concludes by reiterating the importance of employee training and its impact on overall organizational success, emphasizing the role of experience, teamwork, creativity, and problem-solving skills in driving business outcomes. The report highlights that Amazon expects its employees to adapt to changes and prioritize customer satisfaction.

Running head: EMPLOYEE EVALUATION AT AMAZON
EMPLOYEE EVALUATION AT AMAZON
Name of the Student
Name of the University
Author Notes

2EMPLOYEE EVALUATION AT AMAZON
Executive summary
The training sessions that the managerial bodies of the organization arranges, helps in
improving the quality of the employee performances and significantly raise the production
rate of their business. The employees who are inconsistent in their services due to lack of
sufficient knowledge in the operational processes look up to the organization for such
training programs to improve their skills and increase their moral factor. The report
extensively discusses the need of training facilities in the organization of Amazon. The
absence of training facilities is creating a negative influence on the operations, customers,
departments and most importantly the employees of the organization. Hence, Amazon is
arranging for a training program to educate their employees and influence them to work with
extensive moral support in the organization.

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Table of Contents
Introduction................................................................................................................................4
State of the problem...................................................................................................................4
Process........................................................................................................................................4
Actual knowledge and skills of the employees..........................................................................5
Expectation of Amazon from its employees..............................................................................5
Recommendation........................................................................................................................6
Conclusion..................................................................................................................................6
References..................................................................................................................................8

4EMPLOYEE EVALUATION AT AMAZON
Introduction
A large number of employees at Amazon are failing to perform effectively at Amazon
due to the changing global process and variety in expectation from the organization
(Anderson, 2019). Amazon launched a training program called PIVOT to assist the
employees who are at danger of being fired from the organization. This program will assist
employees to improve their performance and skills. In addition, Amazon uses performance
appraisal system to motivate their employees (Jha, 2018). This part of the analysis will
evaluate the need of training of employees in Amazon and evaluate their skills. The actual
results and skills needed by Amazon will be assessed to observe the need of training.
State of the problem
The root cause of the problem that Amazon is facing related to its product and
efficiency is primarily caused by the lack of training of the employees. Employees are often
facing difficulties to provide effective service to the customers are they lacks training. In
addition, they are not been able to boost the profitability of the company, as they do not fit
the standard of Amazon. The problem is rising massively inside Amazon and that is why the
CEO launched the new training program to evaluate the employees performance (Cutter,
2019). The nature of Amazon is also changing which is a concern for the employees.
Process
To find and evaluate skill or knowledge gap, Amazon need to bridge these gaps with
successful training programs and different interventions. The immediate goal of Amazon is to
mitigate the knowledge gap as early as possible (Cyphert & Lyle, 2016). Key performance
indicators are used to identify the skill gaps of the employees. Amazon can use this to
evaluate the performance of the employees. Below are the actual knowledge, skills of the

5EMPLOYEE EVALUATION AT AMAZON
employees, expected skills, and knowledge of the employees. This will help to identify the
skill gap and knowledge gap of the employees of Amazon.
Actual knowledge and skills of the employees
Currently, the employees of Amazon are well known with the policies and procedures
of Amazon. The employees are technically good enough to serve the people. Most of the
employees of Amazon has sufficient practical experience to serve the customers of Amazon
(Hu, 2019). The employees of Amazon held certain skills that aids Amazon to success into
the business including learnability, resiliency, co-operative mentality, creativity and problem
solving. The experience and problem solving skills of the employees aid Amazon to serve
their employees. The creativity across the employees aid Amazon to implement new
technologies into the organisation (Pitan, 2017). The employees are working with co-
ordination therefore improving the performance of Amazon. However, with the improvement
of technologies, employees of Amazon fails to coup up with the pace. Also there are many
lack of knowledge perceived among the current employees. Most of the new employees are
failing to satisfy the need of their customers therefore it is impacting the reputation of
Amazon. Sometimes, employees are not being able to take correct decision on the work,
effecting the performance of Amazon.
Expectation of Amazon from its employees
Amazon is focused on customers satisfaction so their primary focus is customers.
Amazon expects that the employees are satisfying the needs and queries of their customer
through their services, however the employees are failing to provide effective services as they
lack some machine knowledge. In addition, decision-making and leadership is also in a
concern for Amazon. With the change in technology, employees are not getting evolved to
work with the organisation (Campbell et.al., 2018). Amazon expects that their employees will

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work efficiently and improve their skills through the training program. Amazon expects that
the employees will be dependable and responsible in every extent of the work. The
employees and leaders should simplify the process and Amazon believes that their employees
should learn at every stage of work. Amazon is focused on providing highest standard of
product to their customers therefore they wants their employees to push their limits to the
extreme level so that customer satisfaction is done. Amazon want their employees to get self
motivated and learn new things as they proceed with Amazon. In addition, Amazon wants
that their employees are ready to learn new technologies and innovations from the
organisation which will improve their overall performance.
Recommendation
From the analysis, it has been perceived that knowledge and skill gap plays a notable
role in employee’s performance therefore Amazon should improve their trainings programs
and implement new innovative technologies and programs to motivate their employees to
learn more (Williams, 2020). In addition, it is recommended that Amazon should focus on
macro learning instead of machine learning programs. Macro learning will aid employees to
learn the new technologies and policies of Amazon effectively. Amazon should also modify,
test and measure the performance of the employees regularly to observe whether macro
learning has made an impact or not (Emerson & Berge, 2018). Amazon should provide
effective and repetitive training to ensure that employees are learning effectively. Employees
learn effectively when the whole process gets distributed into short lessons therefore Amazon
should provide short and effective lesson to their employees during the training session. In
addition, employee assessment should be done on regular basis to observe the skills and
knowledge improvement of the employees. First hand observations should be done to
evaluate the performance of the employees as well as aid Amazon to have a proper insight
about the performance of the organisation.

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Conclusion
From the analysis, it has been found that employees learn more effectively when they
are provided with machine learning. Short and repetitive lessons are helpful for the
employees to develop their skills and knowledge. The employees of Amazon has experience,
teamwork, creativity and problem solving skills, which can help Amazon to improve their
business. However, from the study, it has been found that Amazon expects that their
employees should emerge with changes very quickly. They want that their employees should
be dependable and responsible for the customer satisfaction. In addition, it has been
perceived that Amazon wants excellent sufficient skills from their employees.

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References
Anderson, S. (2019). Success Secrets of Amazon. Jaico Publishing House.
Campbell, D., Sandino, T., Barnett, J., & Snively, C. (2018). Whole Foods Under Amazon.
Cutter, C. (2019). Amazon to retrain a third of its US workforce. Wall Street Journal.
Cyphert, D., & Lyle, S. P. (2016). Employer expectations of information literacy: Identifying
the skills gap. Information literacy: Research and collaboration across disciplines.
Fort Collins, CO: WAC Clearinghouse and University Press of Colorado.
Hu, B. (2019). The Amazon business model, the platform economy and executive
compensation: Three essays in search theory.
Jha, M. (2018). " An Empirical Study on Effectiveness and Satisfaction level of Employees
towards Performance Appraisal System in Amazon". ITIHAS-The Journal of Indian
Management, 8(3).
Pitan, O. S. (2017). Graduate employees’ generic skills and training needs. Higher
Education, Skills and Work-Based Learning.
Williams, A. (2020). Betting Big on Employee Development. MIT Sloan Management
Review, 61(3), 17-19.
Emerson, L. C., & Berge, Z. L. (2018). Microlearning: Knowledge management applications
and competency-based training in the workplace. UMBC Faculty Collection.