AMAZON NORTH AMERICA CUSTOMER FULFILLMENT FC GAMES USE CASE EXPANSION
To mitigate rising attrition costs and increase fulfillment center (FC) productivity, the Tauber team focused on exploring solutions targeted at increasing associate engagement. The Tauber team collaborated with ACES (Amazon Customer Excellence System) Ops Integration, AFT (Amazon Fulfillment Technology), and FC Operations Managers to explore FC Games. FC Games is a user engagement platform that provides video game experiences for associates while they work, driven by FC labor activities. The goal of FC Games is to provide FC associates with an experience that makes work more fun, leading to increased engagement, motivation, and job satisfaction.
The Tauber team realized that while associates found the games fun, their engagement was triggered by seeing their performance improve throughout the day. This prompted the team to change course and test the effects of increased performance awareness on associate productivity and satisfaction. The results from the performance awareness pilot showed a 4.91% increase in productivity. If implemented network-wide, potential annualized cost savings from increased productivity are projected at over $50M for the current network, with a three-year NPV of more than $500M.
Read the 2017 Amazon - Gamification Team Project Executive Summary in the 2017 SPOTLIGHT! book.
Siddharth Venkatesan – EGL (BSE Computer Engineering & MSE Electrical & Computer Engineering)
Dave Graybeal – Director, North American Customer Fulfillment
Govind Singh – Principal Program Manager, ACES Ops Integration
Matt Gibson – College of Engineering
M.S. Krishnan – Ross School of Business
About Tauber Team Projects:
The 2017 Tauber Team Projects resulted in $575 million in savings according to sponsoring company calculations, an average of $18.5 million per project over 3 years.