Employee Motivation:

Workers At Amazon Are Not Feeling Motivated

Across the globe at over 175 fulfillment centers, more than 125,000 workers frantically “pick, pack and ship millions of Amazon.com customer orders to the tune of millions of items per year.” Amazon’s innovations, like free 2-day shipping for Prime members, dash buttons, and in-home delivery, have made the retail giant stand out in customer service. The company has consistently received award-winning customer satisfaction ratings. Amazon became the most valuable public company and the second-largest e-commerce company in the world in 2019 by being hyper-focused on customer experiences.

But many of Amazon’s fulfillment center workers are unhappy with what they are required to do to assure these esteemed customer experiences. The result has been public outcry, boycotts, poor attitudes and health, and extremely high turnover rates among workers. What’s making employees so miserable inside Amazon fulfillment centers?

Working At An Amazon Fulfillment Center

Amazon designs its fulfillment center jobs for efficiency, with managers constantly monitoring and tracking employees in three primary areas. First, workers are monitored for productivity as they race to fill as many orders as possible to meet or exceed daily quotas. Those who don’t meet their quotas are written up, and excessive write ups can lead to termination. A recent undercover investigation revealed that some employees are so fearful of missing their quotas that they forgo taking necessary bathroom breaks and instead urinate in bottles and trash cans inside the warehouses. The company is so dedicated to its productivity goals that workers reportedly don’t speak to one another during their shifts, saying that managers strongly discourage any kind of camaraderie.

Second, management monitors fulfillment center workers for security purposes. One employee described the environment as resembling a prison, noting time-consuming scans for contraband (e.g. sunglasses, phones, hoodies) and stolen items at the beginning and end of shifts. There’s also a customer publicly shaming employees who steal from the company on flat screen tvs and bulletin boards around the warehouses.

Third, fulfillment center managers track employee attendance. Workers can be fired for excessive missed work days, or, as Amazon calls it, going into negative unpaid time off (UPT). Employees have reported being so terrified or missing work that they show up even when they are too sick or injured to work safely, in spite of the extremely physically demanding nature of the job.

Task:

Define The Problem:

In this section, you identify all the possible outcomes (some of which have already been identified in the Integrative Framework). Problems may not be defined or clearly identifiable in the case study. If so, consider potential problems. One way to do that would be to consider the potential outcomes at Individual, group and organizational levels as listed in the Integrative Framework. Then, identify which of those outcomes would be negative (or suffer) from the case activity – and justify your selection(s). Then select one most important problem from your list.

Identify Important Causes Using OB Concepts:

Analyze (using Person factors and Environmental characteristics) the causes which affect the problem(s) identified in Step 1. These causes could come from personal factors and environmental factors – for both, you can refer to concepts from topics 1 to 6. You can of course use sources other than the coursebook/slides.

Use material from the topic (and also from other sources) and from any past OB knowledge or experiences to generate practical recommendations. You should recommend solutions (practical and realistic) to solve the problems identified earlier. Use concepts, theories, examples, personal experiences to support your suggestions. Have a plan of action to implement them.

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