Amazon's APEP Methodology

APEP: Attack Processes Engage People

• APEP is a methodology used at Amazon to remove barriers to success
• It expects managers and process assistants to:
• Assume people are self-motivated
• Believe people want to do a good job at work
• Function as barrier-busters
• Believe that bad processes prevent good people from being successful

Applying APEP

• Apply APEP when talking to others by understanding barriers to performance
• Attack the process by asking:
• Do they know what to do?
• Do they know how?
• Do they know what they're doing right/incorrectly?
• Does bad stuff happen when they do good stuff?
• Does good stuff happen when they do bad stuff?
• Do they have the info, tools, equipment needed to be successful?

Engaging the Person

• Engaging the person involves relating on a person-to-person level
• Engaging involves:
• Acknowledging emotions
• Treating people with dignity
• Conveying your desire to help
• Asking for ideas and opinions
• Going and seeing; being present

Engagement

• Engagement is the emotional commitment that ensures people care about what they do
• Find out what motivates everyone – everyone is different!
• Treating people with respect is key to engagement

Qualities of Engaged Workers

• Motivated
• Show up and show up on time
• Stay for the entire shift and leave happy

Engaging Associates

• Engaging associates involves earning their trust
• Other ways to engage associates include:
• Finding out what motivates them
• Treating them with respect

Applying APEP in Feedback

• Assume positive intent
• Use two-way communication (positive and corrective)
• Be empathetic
• Collaborate toward a solution
• Benefits include:
• Establishing credibility
• Helping associates engage