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亞馬遜自稱員工對(duì)工作環(huán)境滿意,但調(diào)查數(shù)據(jù)未必可靠

JASON DEL REY
2024-06-23

亞馬遜員工每天都要接受工作環(huán)境調(diào)查,但他們不會(huì)總是坦誠地回答。

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ELAINE THOMPSON—美聯(lián)社

成立30年的亞馬遜(Amazon)已成為全球最大的雇主之一,按員工人數(shù)計(jì)算,它是美國第二大公司,僅次于沃爾瑪(Walmart)。它也是最受贊賞的公司之一。

亞馬遜在世界各地的倉庫和辦公室有150萬員工。一直以來,該公司為這個(gè)龐大的員工隊(duì)伍投資實(shí)施了各種計(jì)劃,讓他們定期提供工作體驗(yàn)反饋,其中包括一個(gè)名為“Connections”的日常調(diào)查工具。

盡管Connections調(diào)查的結(jié)果旨在發(fā)現(xiàn)有問題的領(lǐng)域(或管理者)并尋求解決方案——“我們的目標(biāo)是幫助培養(yǎng)贏得信任的領(lǐng)導(dǎo)者,消除追求卓越的障礙,使亞馬遜成為一個(gè)令人鼓舞的工作場(chǎng)所”——但亞馬遜也在利用Connections的調(diào)查數(shù)據(jù)回?fù)粲嘘P(guān)員工不滿的公開報(bào)告。

多年來,亞馬遜的員工一直向本報(bào)記者提出一條建議:對(duì)數(shù)據(jù)持懷疑態(tài)度。

最近,《財(cái)富》雜志的一篇文章記錄了亞馬遜客戶服務(wù)員工面臨的挑戰(zhàn)和恐懼,亞馬遜在回應(yīng)時(shí)引用了其員工調(diào)查結(jié)果。亞馬遜創(chuàng)始人杰夫·貝索斯在其作為首席執(zhí)行官的最后一封年度股東信中談到工會(huì)工作時(shí),也引用了來自倉庫員工的Connections調(diào)查數(shù)據(jù)。

許多亞馬遜員工指出,Connections計(jì)劃的初衷似乎確實(shí)是好的,一些參與過該計(jì)劃的員工稱贊它是公司創(chuàng)建日常員工調(diào)查的首批大規(guī)模實(shí)驗(yàn)之一。

盡管如此,許多亞馬遜員工還是對(duì)反饋以及亞馬遜引用的數(shù)據(jù)的準(zhǔn)確性提出質(zhì)疑,因?yàn)樗麄儽硎驹S多員工在參加Connections調(diào)查時(shí)并沒有如實(shí)回答問題。

員工們表示,造成這種情況的原因有很多。員工最擔(dān)心的問題是,他們匿名回答并不像公司所說的那樣萬無一失。例如,在小型團(tuán)隊(duì)中,員工擔(dān)心他們的管理者會(huì)根據(jù)管理者與員工的整體關(guān)系,推斷出誰以何種方式回答了問題。亞馬遜發(fā)言人瑪格麗特·卡拉漢表示,員工的回答是保密的,只有當(dāng)一個(gè)團(tuán)隊(duì)至少有四名員工時(shí),管理者才能看到匯總結(jié)果。對(duì)于規(guī)模較小的團(tuán)隊(duì),管理者和其他領(lǐng)導(dǎo)者均看不到調(diào)查反饋。但員工們認(rèn)為,即使是四人或人數(shù)更多的團(tuán)隊(duì),也無法掩蓋回答者的身份。

員工們表示,有些管理者甚至?xí)倏v調(diào)查結(jié)果,指導(dǎo)直接下屬如何回答某些問題,或向他們強(qiáng)調(diào)負(fù)面反饋會(huì)對(duì)管理者的地位產(chǎn)生負(fù)面影響。

一位亞馬遜員工向《財(cái)富》抱怨一名管理者稱:“她不是自我反省為什么自己的分?jǐn)?shù)很低,而是經(jīng)常霸凌我們,讓我們給她打更高分?jǐn)?shù)?!?/p>

亞馬遜的卡拉漢表示,管理者試圖影響員工回答的行為違反了公司政策,而且員工可以選擇不回答Connections的問題。

她在給《財(cái)富》雜志的一份聲明中指出:“我們一直在努力改善員工的體驗(yàn),所以我們才會(huì)通過Connections每天收集反饋。員工可以選擇是否回答,他們的回答將始終被保密并經(jīng)過匯總,領(lǐng)導(dǎo)者收到的反饋有助于他們建立更強(qiáng)大的組織。我們聽到絕大多數(shù)團(tuán)隊(duì)成員評(píng)價(jià)Connections是一種有用的工具,這篇文章中分享的軼事并不能反映大多數(shù)人的經(jīng)歷?!?/p>

卡拉漢補(bǔ)充說,每日調(diào)查的頻率允許管理者過濾不同時(shí)間段的結(jié)果,并查看該工具在一段時(shí)間內(nèi)定期詢問的幾個(gè)問題的趨勢(shì)。與每個(gè)月或每年一次的員工調(diào)查相比,如果每日調(diào)查得到妥善落實(shí),調(diào)查數(shù)據(jù)能讓管理人員更快解決問題。

另一方面,一些員工表示,他們之所以不提供坦誠的反饋意見,是因?yàn)樗麄儞?dān)心自己喜歡或尊敬的管理者,會(huì)因?yàn)閱T工提出的超出管理者能力范圍的問題而受到懲罰。

無論如何,當(dāng)亞馬遜下一次引用調(diào)查數(shù)據(jù)來描繪其工作環(huán)境時(shí),至少應(yīng)該注意許多員工的觀點(diǎn):實(shí)際情況遠(yuǎn)非如此。(財(cái)富中文網(wǎng))

翻譯:劉進(jìn)龍

審校:汪皓

ELAINE THOMPSON—美聯(lián)社

成立30年的亞馬遜(Amazon)已成為全球最大的雇主之一,按員工人數(shù)計(jì)算,它是美國第二大公司,僅次于沃爾瑪(Walmart)。它也是最受贊賞的公司之一。

亞馬遜在世界各地的倉庫和辦公室有150萬員工。一直以來,該公司為這個(gè)龐大的員工隊(duì)伍投資實(shí)施了各種計(jì)劃,讓他們定期提供工作體驗(yàn)反饋,其中包括一個(gè)名為“Connections”的日常調(diào)查工具。

盡管Connections調(diào)查的結(jié)果旨在發(fā)現(xiàn)有問題的領(lǐng)域(或管理者)并尋求解決方案——“我們的目標(biāo)是幫助培養(yǎng)贏得信任的領(lǐng)導(dǎo)者,消除追求卓越的障礙,使亞馬遜成為一個(gè)令人鼓舞的工作場(chǎng)所”——但亞馬遜也在利用Connections的調(diào)查數(shù)據(jù)回?fù)粲嘘P(guān)員工不滿的公開報(bào)告。

多年來,亞馬遜的員工一直向本報(bào)記者提出一條建議:對(duì)數(shù)據(jù)持懷疑態(tài)度。

最近,《財(cái)富》雜志的一篇文章記錄了亞馬遜客戶服務(wù)員工面臨的挑戰(zhàn)和恐懼,亞馬遜在回應(yīng)時(shí)引用了其員工調(diào)查結(jié)果。亞馬遜創(chuàng)始人杰夫·貝索斯在其作為首席執(zhí)行官的最后一封年度股東信中談到工會(huì)工作時(shí),也引用了來自倉庫員工的Connections調(diào)查數(shù)據(jù)。

許多亞馬遜員工指出,Connections計(jì)劃的初衷似乎確實(shí)是好的,一些參與過該計(jì)劃的員工稱贊它是公司創(chuàng)建日常員工調(diào)查的首批大規(guī)模實(shí)驗(yàn)之一。

盡管如此,許多亞馬遜員工還是對(duì)反饋以及亞馬遜引用的數(shù)據(jù)的準(zhǔn)確性提出質(zhì)疑,因?yàn)樗麄儽硎驹S多員工在參加Connections調(diào)查時(shí)并沒有如實(shí)回答問題。

員工們表示,造成這種情況的原因有很多。員工最擔(dān)心的問題是,他們匿名回答并不像公司所說的那樣萬無一失。例如,在小型團(tuán)隊(duì)中,員工擔(dān)心他們的管理者會(huì)根據(jù)管理者與員工的整體關(guān)系,推斷出誰以何種方式回答了問題。亞馬遜發(fā)言人瑪格麗特·卡拉漢表示,員工的回答是保密的,只有當(dāng)一個(gè)團(tuán)隊(duì)至少有四名員工時(shí),管理者才能看到匯總結(jié)果。對(duì)于規(guī)模較小的團(tuán)隊(duì),管理者和其他領(lǐng)導(dǎo)者均看不到調(diào)查反饋。但員工們認(rèn)為,即使是四人或人數(shù)更多的團(tuán)隊(duì),也無法掩蓋回答者的身份。

員工們表示,有些管理者甚至?xí)倏v調(diào)查結(jié)果,指導(dǎo)直接下屬如何回答某些問題,或向他們強(qiáng)調(diào)負(fù)面反饋會(huì)對(duì)管理者的地位產(chǎn)生負(fù)面影響。

一位亞馬遜員工向《財(cái)富》抱怨一名管理者稱:“她不是自我反省為什么自己的分?jǐn)?shù)很低,而是經(jīng)常霸凌我們,讓我們給她打更高分?jǐn)?shù)?!?/p>

亞馬遜的卡拉漢表示,管理者試圖影響員工回答的行為違反了公司政策,而且員工可以選擇不回答Connections的問題。

她在給《財(cái)富》雜志的一份聲明中指出:“我們一直在努力改善員工的體驗(yàn),所以我們才會(huì)通過Connections每天收集反饋。員工可以選擇是否回答,他們的回答將始終被保密并經(jīng)過匯總,領(lǐng)導(dǎo)者收到的反饋有助于他們建立更強(qiáng)大的組織。我們聽到絕大多數(shù)團(tuán)隊(duì)成員評(píng)價(jià)Connections是一種有用的工具,這篇文章中分享的軼事并不能反映大多數(shù)人的經(jīng)歷?!?/p>

卡拉漢補(bǔ)充說,每日調(diào)查的頻率允許管理者過濾不同時(shí)間段的結(jié)果,并查看該工具在一段時(shí)間內(nèi)定期詢問的幾個(gè)問題的趨勢(shì)。與每個(gè)月或每年一次的員工調(diào)查相比,如果每日調(diào)查得到妥善落實(shí),調(diào)查數(shù)據(jù)能讓管理人員更快解決問題。

另一方面,一些員工表示,他們之所以不提供坦誠的反饋意見,是因?yàn)樗麄儞?dān)心自己喜歡或尊敬的管理者,會(huì)因?yàn)閱T工提出的超出管理者能力范圍的問題而受到懲罰。

無論如何,當(dāng)亞馬遜下一次引用調(diào)查數(shù)據(jù)來描繪其工作環(huán)境時(shí),至少應(yīng)該注意許多員工的觀點(diǎn):實(shí)際情況遠(yuǎn)非如此。(財(cái)富中文網(wǎng))

翻譯:劉進(jìn)龍

審校:汪皓

Thirty years after its founding, Amazon has grown into one of the largest employers in the world and the second-largest corporation in the U.S. by staff size, trailing only Walmart. It’s also one of the most admired.

Along the way, the company has invested in programs for its massive, 1.5-million-employee workforce—spread across warehouses and offices around the world—to provide regular feedback on their work experience, including a daily survey tool known as Connections.

While the results from Connections surveys are meant to identify problem areas (or problem managers) and seek solutions—“Our goal is to help develop leaders who earn trust, remove barriers to excellence, and make Amazon an inspiring place to work”—Amazon has also utilized Connections data when combating public reports of dissatisfied employees.

And when it does, employees have for years been known to reach out to this reporter with a suggestion: Be skeptical of the data.

Most recently, Amazon cited its employee survey results in response to a Fortune?article documenting the challenges and fears facing Amazon’s customer service employees. Amazon founder Jeff Bezos also cited Connections data from warehouse staff when he addressed unionization efforts in his final annual shareholder letter as CEO.

To be clear, many Amazon employees note that Connections appears well-intentioned, and some who’ve worked on the program have lauded it as one of the first large-scale experiments involving a company creating a daily employee survey.

Still, many Amazon employees question the accuracy of the feedback—and thus the data Amazon cites—because they say many workers don’t answer Connections questions honestly.

The reasons for this are numerous, employees have said. Chief among employee concerns is that the anonymity of their responses is not as bulletproof as the company would like to suggest. On small teams for example, employees are concerned that their manager can deduce who responded in what way based on the overall manager-employee relationship. Amazon spokesperson Margaret Callahan said employee responses are confidential and that managers see aggregated results only when a team has at least four employees. For smaller teams, survey responses are not visible to managers nor other leaders. But even team sizes of four or more can leave little cover for who answered how, employees argue.

And some managers go so far as to put a thumb on the scale, employees say, by coaching their direct reports on how to answer certain questions or stressing to them that negative feedback can negatively impact the manager’s standing.

“Rather than self-reflection on why her scores are low,” one Amazon employee told Fortune of a manager, “she regularly bullies us to give better scores.”

Amazon’s Callahan said it’s against company policy for managers to attempt to influence employee responses, and that employees can always choose not to answer Connections questions if they prefer.

“We’re constantly working to improve the experience of our employees, and that’s why we collect feedback daily through Connections,” she noted in a statement to Fortune. “Employees can choose whether to answer or not, their responses are always confidential and aggregated, and the feedback that leaders receive help them build stronger organizations. We hear from the vast majority of our team that it’s a useful tool, and the anecdotes that were shared with us for this story don’t reflect most people’s experiences.”

Callahan added that the daily frequency of the surveying allows managers to filter results for various time frames and view trends for several questions that the tool asks regularly over a period of time. In its ideal implementation, the data allows managers to alleviate problems more quickly than if the company only polled workers monthly or annually.

On the other side of the equation, some employees have said they don’t give candid feedback because they fear a manager whom they like or respect will be penalized for employee concerns that are outside of the manager’s control.

Either way, the next time Amazon cites survey data to paint a picture of its work environment, it’s worth at least noting what many employees believe: that the picture is far from complete.

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