Second Semester MGT-403 Assignment: Amazon Knowledge Management

This assignment analyzes Amazon's knowledge management practices, as required for the MGT-403 course. The project begins with a conceptual framework of knowledge management, emphasizing its importance in today's business environment. It then delves into Amazon's organizational structure and its approach to knowledge management, highlighting tools like single portals, consistent presentation, and personalization. The analysis emphasizes Amazon's customer-centric approach, using customer feedback and crowdsourcing to improve its services. The assignment concludes with recommendations for Amazon to improve its content management and maintain its position as a leading e-commerce company. The paper stresses the importance of knowledge management for organizational success, especially in competitive markets.

Running head: KNOWLEDGE MANAGEMENT IN AMAZON
Knowledge management in Amazon
Name of the student:
Name of the university:
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KNOWLEDGE MANAGEMENT IN AMAZON
Table of Contents
Part A...................................................................................................................................2
Part B...................................................................................................................................3
Part C...................................................................................................................................4
Reference List......................................................................................................................6

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KNOWLEDGE MANAGEMENT IN AMAZON
Part A
Knowledge management can be described as the function which is used for learning
orientation, sharing knowledge and improving the memory of the organization so that the
knowledge can be reused in the future.
Figure 1: conceptual framework of knowledge management
Source: (Omotayo, 2015)
In the present context of business there is a rapid increase in knowledge based economy.
Owing to this the organizations around the world are adapting knowledge management systems
in its core. The effective use of knowledge management management process is very beneficial

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for the success of a company as well as its survival in the growing competitive markets around
the world (Omotayo, 2015). With the implementation of a proper knowledge management
company will be increases its profits as well as overall revenue (Donate & de Pablo, 2015).
Part B
In accordance to revenue Amazon is the largest e-commerce company in the world.
Under the leadership of Jeff Bezos the company have come a long way from selling online books
to selling all different kinds of its to the customers. The aim of the company is to become the
online site from which customers can buy the various things which are needed by them. Along
with Google, Microsoft and Apple Amazon is considered to be tech giant (Jennex, 2015). The
ability of Amazon to tackle its customers is a great example for companies around the world.
The various feedbacks which are received by the company from the customers is used in
implementing changes in the organization. The organization is considered to be a customer-
centric company.
Although Amazon have provided its customers with the option of buying whatever
products they want from the website yet there are certain instances in which the company was
failing to meet the various needs of the customers. To meet the needs of the customers the
company came up with knowledge management in its system. The various knowledge
management tools and principles which are used by the company to meet the various needs of
the customers are defined below:
 One single portal and one single interface: Amazon have transformed itself as a one stop
shop for the customers in which they are able to purchase a variety of items from one
single site.

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KNOWLEDGE MANAGEMENT IN AMAZON
 Consistent presentation: The various specifications of the products along with the
information displayed in every page the same order and process are used by Amazon.
 Contents which are modular: The each and every section of Amazon are easy to read
which makes it easier for the consumer to go through the various details of the items in
the site.
 Personalization which are almost magical: The various ways by the help of which the
site of a particular user are personalized makes it easier for them to purchase items they
are interested in.
 Crowdsourcing: With the implementation of the section of “previously viewed items” the
company creates a good interface for the customers and they are very much helped by
this function of the company.
 Feedback: The feedback which is gathered from the customers are used by the company
in maintaining its site which makes the customers happy.
Part C
To recommend it can be said that Amazon needs to improve the content management like
various other sites. With the help of this the customers of the company will be finding it very
easy to go through the various contents and the products of the company. The company must
adapt itself to the various need of the customers and provide them with the exact content which
might be liked by them or can grab their attention. With the help of this function the company
will be able to attract more customers as well as retain the older ones. The company already have
a lot of loyal customer all across the world but the company can improve itself to be the favorite
e-commerce site of customers.

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To conclude it can be said that knowledge management is a very essential aspect which
needs to adapt by companies all around the world so that they can strive in the challenging
market of the world. With the implementation of knowledge management in its system Amazon
have been benefitted a lot and the organization have improved its functioning and have provided
better services to the customers. The engagement with the customers have been facilitated with
the implementation of knowledge management in the system of Amazon. In the coming years
with better use of knowledge management Amazon can easily become the best company in the
world.

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Reference List
Donate, M. J., & de Pablo, J. D. S. (2015). The role of knowledge-oriented leadership in
knowledge management practices and innovation. Journal of Business Research, 68(2),
360-370.
Jennex, M. E. (2015). Knowledge management. Wiley Encyclopedia of Management, 1-6.
Omotayo, F. O. (2015). Knowledge Management as an important tool in Organisational
Management: A Review of Literature. Library Philosophy and Practice, 1(2015), 1-23.