Jaypee Institute Of Information Technology

Quality Issues in Engineering Project Report

Title of work : Project on Organization / Company

Company Name : Amazon

Faculty In-Charge : Mrs. Amandeep Kaur

Submitted By :

Riya Bhardwaj (9916103078)

Tanisi Chugh (9916103229)
Muskan Jain (9916103220)
Samyak Jain (9916103061)

Department : CSE
 ACKNOWLEDGEMENT

We hereby declare that RIYA BHARDWAJ (9916103078), MUSKAN

JAIN (9916103220), TANISI CHUGH(9916103229), SAMYAK JAIN
(9916103061) students of Department of Computer Science
Engineering, Jaypee institute of information technology has successfully
completed their Quality issues in Engg. project . This report is prepared
by the above - mentioned students as a fulfillment of project . All
information given in this report is true and does not contain any
confidential information or classified data might in a way or other abuse
the company’s policy.
We hereby want to acknowledge our faculty-in charge , who provided
immense support in making this project. His support and willingness to
answer was highly valuable to our project.
 TABLE OF CONTENT

1. Title Page…………………………………………………………………..1
2. Acknowledgement…………………………………………………………2
3. Table of Contents………………………………………………………….3
4. Executive Summary……………………………………………………….4
5. About the Company……………………………………………………….5
6. Quality Systems/ Processes………………………………………...…...6
7. Quality Standards followed……………………………………………….7
8. Quality Certifications Or Awards received………………………….......8
9. Recommendations…………………………………………………….......9
10. Conclusion……………………………………………………………….10
11. Resources………………………………………………………………..11
 EXECUTIVE SUMMARY

This project report is based on the data provided by the company Amazon.
The main objective of this project report is to know about the various
quality standards and practices followed by the organization.

Firstly, it will tell us about the organization on which this project report is
based on. This report will tell us about the quality processes along with
the quality measures and systems the company follow in order to achieve
the standard of expected quality.
It will also tell us about the international standards of quality ,the company
follows along with its scope. And lastly, we will come to know about
various awards and certificates won by the organisations for the quality
standards they follow and the quality products they deliver and also the
comparison of the company with its competitors.
 ABOUT THE COMPANY

Amazon.com, Inc., is an American multinational technology company

based in Seattle that focuses on e-commerce, cloud computing, digital
streaming, and artificial intelligence. It is considered one of the Big Four
tech companies, along with Google, Apple, and Facebook.

Out of the countless things that are vital to an organisation, quality

products and services is the foundation of success in nearly all
businesses. Quality products and services that meet customer
expectations ensures customer satisfaction, loyalty and a good reputation
for the business (Linton 2014). It is important to meet the quality standards
set by the industry or even go beyond that creating higher quality
standards which will, therefore, give the business a
competitive advantage. Quality cannot be measured and it cannot be
managed as other things in the business can. This is because of the fact
that different people will interpret quality differently. Transcendental view
of quality which means that quality is achieved through experience.
Product-based view, that compares the differences in a product and the
things that it contains. The user-based view which consists of the personal
views of the consumer. Manufacturing-based view, that focuses on
minimising costs and optimising the manufacturing process. The value-
based view is the last approach that measures quality based on the cost
and price (Syed 2009). These are the five approaches to defining quality.
In this report, Amazon will be analysed using the seven core principles of
quality management. Amazon is a well-known e-commerce company that
sells a lot of different products and services to their customers. Amazon
started out by selling books and since then has branched out into
countless more product categories from fresh groceries and electronics to
newest fashion trends and business, industrial & scientific supplies
(Layton 2006).

Amazon now is the leading player in the e-commerce industry and in order
to gain the competitive edge and continuously improve the technology
behind its services Amazon closely follows the quality standards that they
have chosen to follow. The next section will explain what is Strategic
Quality Management (SQM) and why it is so important.
 QAULITY SYSTEMS/PROCESSES

Amazon uses Six Sigma strategies seek to improve the quality of the
output of a process by identifying and removing the causes of defects and
minimizing variability in manufacturing and business processes.
“At Amazon’’s massive fulfillment centers, Wilke teaches his staff to use
Six Sigma DMAIC (define, measure, analyze, improve, and control)
reviews to ferret out inefficiency. Bezos points to the operations team’s
improvements in Amazon’s inventory-record accuracy as a favorite
example of the success of these efforts.” Six sigma principles are
Recognize, Define, Measure, Analyze, Improve, Control, Standardize,
and Integrate.

The eCommerce giant comfortably sits atop all other online retailers, a
status due in part to its widespread application of Six Sigma to all
processes. Amazon is such a shining example of Six Sigma, in fact, that
the company would certainly serve well as an inspiration for other people
business.
 QUALITY STANDARDS FOLLOWED

ISO 9001:2015 outlines a process-oriented approach to documenting and

reviewing the structure, responsibilities, and procedures required to
achieve effective quality management within an organization. Specific
sections of the standard contain information on topics such as:
● Requirements for a quality management system, including
documentation of a quality manual, document control, and determining
process interactions
● Responsibilities of management
● Management of resources, including human resources and an
organization’s work environment
● Service development, including the steps from design to delivery
● Customer satisfaction
● Measurement, analysis, and improvement of the QMS through
activities like internal audits and corrective and preventive actions
The key to the ongoing certification under this standard is establishing,
maintaining and improving the organizational structure, responsibilities,
procedures, processes, and resources in a manner where AWS products
and services consistently satisfy ISO 9001:2015 quality requirements.
QAULITY CERTIFICATIONS OR AWARDS RECEIVED

2019

• LinkedIn Top Companies 2019, LinkedIn, 2019

• Perfect 100 - Human Rights Campaign Foundation's Corporate
Equality Index, Human Rights Campaign’s (HRC) Corporate
Equality Index, 2019

2018

• 2018 Top Companies List, LinkedIn, 2018

• World's Most Admired Companies, Fortune, 2018
• Meilleurs Employeurs - #9, Glassdoor, 2018
• Top 25 des employeurs les plus attractifs en France, LinkedIn, 2018
• Top 3 des employeurs les plus attractifs de France dans la catégorie
“économie numérique”, Randstand, 2018
• Classement Universum - Meilleure progression 2018 (7éme sur
130), Universum, 2018
• #1 Harris Poll Reputation Quotient, Harris, 2018
• #1 American Customer Satisfaction Index, American Customer
Satisfaction Index, 2018
• LinkedIn 2018 Top Company Deutschland, LinkedIn, 2018
• MINT minded Company, MINT Zukunft schaffen, 2018

2017

• Most Attractive Employer - Ecommerce Sector, Randstad Award,

2017
• LinkedIn Top Companies 2017, LinkedIn, 2017
 • Community Impact Awards - Business of the Year for Large
Companies, Seattle Business Magazine, 2017
• The World's Most Attractive Employers, Universum, 2017
• World's Most Innovative Company, Fast Company, 2017
• FlexJobs' 100 Top Companies with Remote Jobs, FlexJobs, 2017
• Corporate Equality Index Perfect Score, Human Rights Campaign
Foundation, 2017
• Corporate Reputation - #1, Harris Poll, 2017
• Everywoman in Retail Ambassador 2017, Worldpay, 2017
• TechWomen50 Awards 2017, We Are the City, 2017
• Universum 2017: #15 Business, #8 IT, Highest Climber Award,
Universum, 2017
• Graduate Barometer Deutschlands Attraktivste Arbeitgeber 2017
Top 100: #18 für Wirtschaft, #10 für IT, Trendence, 2017
• Trendence Young Professional Award, Trendence, 2017
• LTO Young Professional Survey: Employer of Choice (#22), LTO,
2017

2016

• LinkedIn Top Attractors 2016, LinkedIn, 2016

• #1 - 50 Smartest Companies, MIT Technology Review, 2016
• Most Attractive Employer - Ecommerce Sector, Randstad Award,
2016
• #6 Neilsen Campus Recruitment Index (CRI), Neilsen, 2016
 CONCLUSION

The long journey that Amazon has made from the date when it was
established to the current day can only be described as an astonishing
success and a lot of credit has to be given to the strategic decisions that
were made throughout the company’s lifetime. The company followed the
core aspects of quality management in order to assure product quality,
high performance and transparency.
This report has analysed how the seven core aspects have had an impact
on Amazon after being implemented in the company. It shows how
Amazon has used their own version of Deming’s 14 points for total quality
management to manage the company and give their employees the
correct mindset to continuously improve themselves and the company
overall, adapt to ever-changing environment that is highly competitive,
make the correct decisions that are supported by facts and focus on the
customers as they are the key to success. Furthermore, this report
investigated how Amazon has shown success over the years by using
Mintzberg basic design school model for strategic planning ensuring that
each strategy that is implemented will add value for the customer and
Joseph Juran’s quality trilogy for constant improvement so that they could
stay competitive and keep the quality standards high.
One of the most important things within the company is how Amazon has
focused on removing the processes that are not necessary and that don’t
add any value for the customer while aligning the computer-assisted
processes with efficient layout designs to achieve the desired objectives.
As Amazon is well managed using the SQM principles and is known to
welcome innovative suggestions for their constant improvement there isn’t
much room for suggestions.
The company has been choosing their objectives carefully and it clear that
they are aiming to increase the net profits to satisfy the shareholders as
the recent changes are very noticeable. We would recommend the
company to stick with the most important factor for their success which is
putting the customer first and making sure that they are satisfied with the
quality of their products and services. Invest more into new technologies
to develop new and improved ways to add value for the customer and
keep the competitive edge.
 RESOURCES

1.https://www.scribd.com/doc/24854038/Amazon-Strategic-Plan

2.http://aaq.auburn.edu/node/96

3.http://asq.org/learn-about-quality/total-quality-management/overview/
overview.html

4.Gold, E., 2015. Notice of 2015 Annual Meeting of Shareholders.

Management Proxy Circular,pp. 0-35.

5.https://totalqualitymanagement.wordpress.com/2009/08/27/definition-
of-quality/