[bradleyjg]

I thought they had a the equivalent of a Service Oriented Architecture internally, where Amazon departments had to sell their services to other departments on an equal footing with outside vendors. That's what allowed them to make AWS available so easily, they already treated internal customers as if they were external.

Has that changed in recent years?

[lev99]

How do you apply that principal to the last mile problem?

To be fair, Amazon is fair at handling Customer Service complaints. I ordered a package with a scheduled 2 hour delivery window ({Fresh, Now}) and it came 2 hours late. The package needed a signature so I was at the delivery site for a total of six hours. My $100-$150 package expense was credited to my account after a short call to customer service.

[bradleyjg]

> How do you apply that principal to the last mile problem?

Isn't the answer obvious? Make the Amazon Logistics team compete on an even footing with UPS, USPS, and FedEx. If the retail team has process for one of its customers to blackball UPS because it had a bad experience with it, then they should have the same process to blackball Amazon Logistics. (I'm 'should' here to mean that would comport with the SOA style business structure, not to make an ultimate judgment on whether it is a good model for a business overall.)