Improve

In the Improve phase, we focus on deploying resources and initiatives that shift our input metrics in the right direction, knowing that this in turn drives our desired output results. Improvement at Amazon has always been a cycle of innovation, experimentation, and rigorous measurement.

Key Takeaways:

• We prioritize inputs to drive results: We align our teams, projects, and resources around improving leading indicators—our input metrics—which ultimately influence lagging outputs like sales and customer retention.
• Click to Deliver Time became a key input metric: We tracked every step of the fulfillment process and launched targeted initiatives to speed up delivery, knowing it directly impacted customer satisfaction and engagement.
• We scaled operations through iterative improvements: Over two decades, we grew our global delivery infrastructure—fulfillment centers, delivery stations, air cargo, and driver networks—through thousands of iterative changes, many of which were experiments that included both successes and failures.
• We formalized improvement with the Working Backwards PR/FAQ process: This mechanism ensures we innovate from customer needs, forcing teams to start with a press release and FAQ to define how a proposed improvement solves real problems.
• Improvement and analysis form a feedback loop: Every improvement is followed by measurement and analysis. This iterative cycle lets us reinforce what works and eliminate what doesn’t, ensuring continuous refinement of our systems.

To dive deeper into Input Metrics Mastery and learn more from Bill and Colin, follow these links:

• Take the full course at their website: https://workingbackwards.com/
• Buy the book: https://www.amazon.com/Working-Backwards-Insights-Stories-Secrets/dp/1250267595
• Bill's LinkedIn: https://www.linkedin.com/in/bill-carr/
• Colin's LinkedIn: https://www.linkedin.com/in/colinbryar/