PSC SJO Newsletter TEST

REWARDS AND RECOGNITION REWARDS AND RECOGNITION

May 2023 May 2023

ACE OF SPADES ACE OF SPADES

BEYOND BEYOND

How long have you been at How long have you been at How long have you been at Amazon? Amazon? Amazon?

I’ve been with amazon for over 2 yearsand8monthsalready.

INSIDE OUT

I'm currently learning how to crochet, which s me clear my mind when I'm feeling stressed. Although I haven't had the opportunity to travel recently, I absolutely love visiting new places.

WhatyoulikethemostaboutAmazon? WhatyoulikethemostaboutAmazon? WhatyoulikethemostaboutAmazon?

The people I work with create a healthy and nurturing environment. We always support one another, and if someone needshelp,thereisalwayssomeoneavailabletolendahand.

What’sthemostinterestingpartofyourrole? What’sthemostinterestingpartofyourrole? What’sthemostinterestingpartofyourrole?

One of the most intere aspects of my role is that I get to innovate. It is never boring because there is always room for improvement and something new to learn every day. For example, if we encounter a process or task that takes too long to complete due to over processing, we thoroughly analyze the situation and brainstorm with my peers until we find a solution. Then, we start working on implementingthatsolution

What’syourfavoritehobby: What’syourfavoritehobby: What’syourfavoritehobby: What’syoursuperpower? What’syoursuperpower? What’syoursuperpower?

I am able to deliver excellent results in my role. My presentations are consistently well-organized and effectively communicated. I possess a talent for diing complex information into a clear and easily understandable format. I always offer a different perspective when approaching problems and strive toprovidethebestpossiblesolutionforthem.

What’safunorrandomfactofyours? What’safunorrandomfactofyours? What’safunorrandomfactofyours?

I love the aroma of garlic butter shrimps, but ironically,Ihaveadislikeforshrimpsthemselves.

Mariela

Process Expert

When happened:

Thursday Jun 22nd, 2023

Importance:

Following our Q2’23 results together with the team’s Birthdays Activity.

Highlight:

The FS LATAM-UK Team participated in the celebration of the FS results during Q2’23. Here a quick picture around today’s activity at SJO16!!!

GEMBA NEWS GEMBA NEWS GEMBA NEWS

May May May SIMcount SIMcount SIMcount

Last4weeks Last4weeks Last4weeks SIMcount SIMcount SIMcount

Engagement Activity Engagement Activity

During June’23 PSC Engagement celebrated Father’s Day with PSC Fathers and general population. Two activities were scheduled during W25 to acclaim this important date; first one was focused on celebrate PSC 22 fathers with a surprise: they were invited to enjoy a delicious lunch with the purpose of honor them.

Second one was “My dad is the best” activity, which objective was to commemorate all PSC population’s fathers by uploading a picture in Crier with him (Father or father figure) and expose why your dad is the best. PSC Engagement team raffled a prize (Echo Dot) between all activity participants and the winner was Maria Jose Moraga (mamorag@), enjoy your prize with your dad!

FATHER'S DAY FATHER'S DAY

Engagement Activity Engagement Activity

PSC Father's Day PSC Father's Day

What is your favorite part of being a Father?

I couldn´t say that I have a single favorite thing about being Dad, I have loved every moment with my daughters and every little piece made me the person that I am now, and how not to say it “ I am proud of myself” ♥

What has been the biggest challenge faced since being a father? The biggest challenge? Jajaja HOW TO CHANGE DIAPERS AND NOT TO DIE!

What would be your best piece of advise about balancing a Father figure role and being an active working person?

Priorities! You have to be focused on what is important in a long term, because money can´t replace the time you can spend with your loved ones.

What is you best memory with your child/children?

I remember one day 2 years ago when I was struggling with depression and anxiety, I was crying in my office trying to hide it from my daughters, when I noticed Antonella (my younger daughter) was looking at me and she said, Dad why are you crying, are you sad, can I hug you?, she helped me more than any doctor or pill I could take, only love can bring us to light when we are walking in shadows !

PSC Father's Day PSC Father's Day

What is your favorite part of being a Father?

My favorite part is spending time with my daughter.

What has been the gest challenge faced since being a father?

The most difficult thing is to be able to guide her in the best way and to be able to give her the best advice to get ahead in life

What would be your best piece of advise about balancing a Father figure role and being an active working person?

The best advice in being a father and a worker is to be able to have a balanced life and be able to be there for her in difficult moments where she needs my support

What is you best memory with your /ren?

The best moment was the day she was born, her graduation and being able to share trips with her

PSC Father's Day PSC Father's Day

PSC Father's Day PSC Father's Day

GET GET TO TO KNOW KNOW OUR OUR TEAMS TEAMS

At PSI we are in charge of deeply investigating the ASIN safety incident reports for US and LATAM in order to take actions on the ASIN. We usually investigate the history of previous reports and also take into account the type of incident currently reported and assign a severity to it. We take many other factors into consideration in order to make a decision on what to do with the ASIN in order to prevent further incidents and make sure we offer safe products to our customers. Based in our investigation we could either suppress the ASIN and request compliance documents, provide a 7 days window to selling partners and vendors to provide documents to prevent ASIN suppression, or take no action at all if we determine the ASIN is not dangerous for our customers. Our associates are fully trained and always ready to make sure our customers in general will have the best experience at Amazon thanks to us.

INTERVIEWING EXCELLENCE

Let's take some time to know more about our monthly champions of Rewards and Recognition

HowlonghaveyoubeenatAmazon?

IhavebeenatAmazonforYearandahalf

WhoareyououtsideofAmazon?

I am a woman with many dreams and aspirations. Outside of amazon I am investing my time in reaching my goals, improving my habits and acquiring new skills for life. And I think my lifestyle isverymuchreflectedinmyworkatamazon.

Whataresometipsyoucangivetothose aspiringtoconsistentlyexceedgoalsand expectations?

1. Always give a little more than the minimum that is askedofus.

2.Never stay in doubt and if for some reason you notice that something in the process doesn't make senseorcanevenbeimproved,thenraiseyourvoice.

3. Always look for ways to improve the technique you use to work. You might be surprised at how useful it is to vary until you find a way that helps optimize time andimprovesthequalityoftheprocess.

How do you do it? (to stayatthetop)

I understand the importance of my job. I know that quality of the task we do is measured as a group, so I want my metrics to always have a positiveimpactonmyteam. I take advantage of the time, help and available resources to perform the task in the best way.

Ana Leon CBC

M A Y M A Y M A Y HIGHLIGHTS

RST

On May, The RST task achieved an "all-green" week for 12 consecutive weeks The task has met the goal of all the KPIs, this has been done through proper HC allocation, accurate communication of changes and feedback sessions with the team during 1:1s and team meetings to make sure the task and management is always aware of possible metric losses The task has achieved its 10th consecutive week on target for the NA marketplace

CFMFSFNAudits

During May, PSI team managed to closea GEMBA initiative succesfully The idea was intended to automate a manual email that the team sent in a daily basis, This task takes on average 1:03 minutes per case As a result of this automation, PSI team reported Total Time Savings: 13 97 hours per quarter - Total Cost Savings: $228 60 per quarter

GEMBA idea succesfull closure - False Negative Audits - Highlighter Keywords Data Base Updated. During May, the FS FNA team managed to close a Gemba initiative from scordern@ Associate, who created a Highlighter Keywords Data Base by updating the C-ops assistant highlighter with the keywords needed for this task helping the associates to achieve the TPH metrics of 54 reviews per hour and 33 transcripts per hour, after implementing this keyword data base now the associates are taking an average of 31 seconds per case saving a total of 2 47 minutes per case and 2,331 97 hours per quarter also generating a total Cost Savings of $38,150 99 per quarter;

During May’23, the WW PR Recalls redefined the TPH for the ASIN Classification task, increasing by 28.75% (46) across nodes. The SJO Leadership informed the team two weeks prior the new evaluation, defining a higher goal during each week. As a result of this, the team managed to achieve a 274 10 TPH against the target of 160 in May’23, exceeding the expectation by 41 6% (114 1)

PSI PR CBC

During May CBC Team was able to reach all KPIs in green, May DMPO, closing in 3654 vs goal of 6200, TPH and Utilization. Managers, PE and SME have been intentionally working on actions that can help associates to execute the job reducing errors. Associates have received feedback to contribute to their improvement. Also PE and SME send weekly flyers with best practices from QA observations

CFM/PSFNAudits RCS

During May CFM managed to close with all KPIs in green with no lowlights reported in regards to goals achievement QA, TPH and SLA metrics exceed targets set for each one of them and particulary, CFM has achieved 20 weeks in a row meeting the TPH target and 18 weeks a row as well meeting the FPQ goal for False Negative PS task. These are the results of several intiatives implemented withing CFM teams such as Gemba initiatives to improve the TPH, decrease QA errors and power sessions to boost productivity.

During May RCS team enjoyed a PMC session focused in Associates, with the support of PMC POC munguivi@. The objective was to align all expectations between the team and clarify all performance expectations. Also team presented three new ideas under Gemba framework. Associates ibrrajo, pradmart and rdashly shared with the team three different ideas for three program processes (different ones), which will impact team resolution time (TAT and TPH) along with SLA and reopens inflow

On May'23 , the UPSC DR Team lead by arafae received an special request with high urgency from BLR node , in regards to the increase on the suppression process from 50K to 250K ASINs daily This following up with the recent SLA change to 24hrs and aligned to this year's mission of crossskilling and cross-support at node level. The team quickly took ownership training a total of 27 HC from both RE and GPFSC programs. Thanks to the combined efforts from elijairo , grdieg and moaale the training was successfully delivered within a week As a result, associates were able to achieved 100% of training completion and an SLA score of 97 50% against target of 95%

PA REGE USPC

In RE Reinstatements, the team successfully implemented a QA metric for RE Reinstatements, ensuring accuracy and reliability in the process This metric enables us to measure the quality of reinstatements and enhance overall efficiency Additionally , RE Investigations launched the Proactive SOP, this covers Amazon received inquiries related to unsafe US or CA products in our marketplace.

RECALLS

As part of Recalls procedure in ASIN Suppression tasks, the use of GAEA Tool was required to extract additional TPs based on their Variant ID. This tool continuously fails or requires a lot of trouble shooting steps to work properly. As a solution, a hubble query was proposed that can extract the same information in which we can export the captured ASINs in excel format so Recalls associates can review This implementation had total Time Savings of 21 43 hours per quarter which equals to a total Cost Savings of $350 57 per quarter

FS

Collaborating with both Program Team and Tech team, PSC Operations team has been in charge of providing labels that were further used by tech to design and train the classification model. Six nodes have jumped in an supported the Detection process (AMS, BLR, GDN, IAS, PEK and SJO), involving a total of 35 associates who performed Rule Writing, Labeling and Website Audit. For the Identification phase, PSC – FS teams WW have delivered a total of 21 2 MM labels, covering 40 different food types on 22 marketplaces In addition, a quality check framework was implemented for all newly identified labels in Q3 2022 Overall, the samples delivered to tech reached a quality level of 95%

After weeks working in the alignment and improvement of the UPSC Suppression Process, we were able to complete the first batch of suppressions using the new queries created and tested in partnership with our Program Team We had several sessions to understand the BLR process, meet with stakeholders to align additional tasks such as Website Audits, ADCs and PPVs to feed the suppressions and update our SOP. We have a more robust process that will help us reduce the ASINs incorrectly suppressed and consistently achieve our targets . Thank you almari@ and custalin and more recently Elias eyneo@ to make this possible.

GEAR

As part of working towards the GEAR Team branding , shanisse@ worked towards creating a signature for the team , as well as creating a Phonetool Icon. Following up we came up with the initiative to print Tshirts with the recently created LOGO. This efforts are made towards driving engagement and motivation Within GEAR , there is a lot of female power , as all members are strong female leaders

PSC L4 APPRECIATION BREAKFAST PSC L4 APPRECIATION BREAKFAST

During weeks 24 and 25 of June 2023, All of the PSC L4 managers under pkammeye@ and rafajaso@ scopes joined at the Marriot Hotel on Belen, Heredia, to celebrate the success of the operation and the Amazing results on KPIS and project developing for the past months. The team enjoyed a breakfast together and took some pictures to remember this great moment! For more success, celebrations and recognitions to come!”

Quality PSC SJO Team Quality PSC SJO Team

ACE OF SPADES ACE OF SPADES

Congratulations to @maison and @cartinac for achieving the remarkable feet of being top performers! Your dedication, hard work and exceptional skills have set you apart, and this achievement is well-deserved

BANDWIDTH STUDY BANDWIDTH STUDY

Sandra has created a new template to keep track of productive hours and BSA time, this helps us as auditors to order our tasks and duties throughout the week. This new template has an utilization counter and available time per day, the objective of these is to have a better notion of our time

PSC NEWS CHALLENGE

Find the hidden letters and complete the secret quote. Send us the pages where the letters are

If duplicated answers emails, neither will be taken in consideration for the prize. You can not win 2 consecutive giveaways.

ANNIVERSARIES ANNIVERSARIES

ANNIVERSARIES ANNIVERSARIES

P S C A C C O L A D E S P S C A C C O L A D E S

·

5/25/2023

Lyris Solis Gonzalez (lyrsolis) received an accoladefromFabianSolano(fmaroto)

Lyr! I want to start by saying that I'm very proud of your hard work! You have been part of Global calls with stakeholders from other nodes, being the GEMBA POC for Recalls, working on flyers, SOP updates, GEMBA ideas, time studies, and so many other things you do and still you have delivered amazing results! You are definitely a MVP in Recalls! Happy to have people like you in our Team! keep it up!

Thinkbig/Earntrust

·

5/11/2023

David Gonzalez Soto (davidsot ) received an accoladefrom AndresMatamoros(ccubero)

David, thank you for leading the Problem Solver Induction sessions for NA and LATAM marketplaces. You are always trying to innovate and improve our processes with new ideas. Thank you for sharing your knowledge and experience with your peers. Keep it up!

Hireanddevelopthebest/Ownership

· 5/24/2023

Steven Cordero Artavia (scordern) received an accolade from Marco Vinicio Monge Alvarez (marcmong)

Steven ! what amazing work you did with you Gemba initiative "False Negative Audits - Highlighter Keywords Data Base Updated" you support the operation not only improving the team productivity by saving 2,331.97 hours per quarter in productive time but also bringing a Total Cost Savings of $38,150.99 per quarter. Keep rising the bar and demonstrating that we hire and develop the best !

Deliver results/Think big/Hire and develop the best

5/5/2023

Flory Azenath Grimas Orias (oriasf) received an accoladefromRafaCastro(valvrafa)

Thank you Flo for all your contributions to the team! You have definitely raised the bar on customer obsession. Also wanted to appreciate the participation and collaboration on the internal audits for the NHs, with your feedback, and improvement ideas, you have driven your mentee to success. Keep up the great work you are doing!

Deliver results/Customer obsession/Ownership

P S C A C C O L A D E S

P S C A C C O L A D E S

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