In a recent company-wide memo that has sparked debate for introducing a 5-day 'back to the office policy', Amazon's CEO Andy Jassy introduced the concept of a "Bureaucracy Mailbox," inviting employees to report instances of unnecessary bureaucracy or processes within the organization and promising to review and act on each one personally. It's one of a number of bold moves aimed at improving overall efficiency in a company that was once famous for being one of the leanest around.
The "Bureaucracy Mailbox" is a strong move. It empowers employees at all levels to voice their concerns and observations about inefficiencies, tapping into the collective wisdom of the entire workforce. This bottom-up approach recognizes that those on the front lines often have the most insightful perspectives on where processes can be streamlined. Secondly, it sends a clear message that the leadership is committed to reducing unnecessary red tape, and leaves employees crystal clear on the priorities of the company.
Amazon can expect to see at least 3 major benefits from the mailbox:
- Ideas to reduce bureaucracy that are implemented will do just that - they'll reduce waste and ultimately improve margins
- Employees will feel a sense of ownership over the efficiency improvement aims across the company. Something they're unlikely to feel about things that are being done to them like the office return mandate. We call this 'People Powered Transformation'
- At a time where employee engagement measures are likely to take a hit, consulting employees should have some positive impact. Employee ideas programs typically lead to significant increases in overall employee NPS and survey results. Though this may be minor compared to the hit from the office changes.
But the approach isn't perfect. To maximize the effectiveness of the "Bureaucracy Mailbox," Amazon could consider some enhancements. Making it transparent - a 'Bureaucracy Board' where employees could see one another's suggestions, would foster greater engagement, trust and accountability. Implementing a liking or commenting system could help prioritize the most impactful suggestions. Additionally, establishing a cross-functional team to review and act on submissions (rather than having CEO Andy Jassy review them all) could ensure a balanced approach to process optimization.
Ultimately, the success of this initiative will depend on follow-through. Regular updates on actions taken, showcasing wins, and celebrating the employees whose suggestions led to meaningful changes will be crucial. By doing so, Amazon can create a virtuous cycle of continuous improvement, cementing its reputation as an agile, employee-centric organization that's always striving to be "the world's largest startup."
