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DSPs provide contracted delivery services to Amazon. Here at Driver Express, we connect self Driver Express. Dunstable, Buckinghamshire. However, whilst working there I quickly realised that these were just things that made Amazon look good on the surface, but in reality they did not care about workers and were just using us for a short time before getting rid of us no matter how hard we worked.
That sounded great, but the big catch was that we would only get paid that bonus if both we and the people we referred stayed until Christmas.
Of course, most people were fired well before that and strangely enough I never met anyone who had ever received a reference bonus. Another way they tried to attract people to join them for the peak season was giving temps contracts that were supposed to last 9 or 11 months. Unfortunately, a lot of temps believed that if they got a 9 month contract they would work 9 months.
Imagine their shock when they, like most others, were fired after 1 or 2 months. Some of my colleagues had come to the UK for the job under the expectation of working for Amazon at least the length of the 9-month contract.
When they were then fired after a few months they suddenly found themselves without income, unaffordable bills, and few job prospects so most of them were forced to leave the country again without any of the savings they had hoped to earn at Amazon.
This, of course, upset a lot of people because we were all doing the same job and Amazon could clearly afford to pay us more. The properly biggest group of workers seems to be from Romania. Amongst non-Romanian workers there is sometimes the perception that Romanians get preferential treatment both in terms of the tasks they get to do and whether they can stay on for a long time.
My own impression was that how you were treated by management mainly depended on how much you sucked up to them rather than your nationality. Age-wise, most are probably in their 20s but there are all kinds of ages ranging up to people in their early 60s. The English level was generally quite good. I never met anyone though that did not speak English good enough to complain about working at Amazon! For a lot of people Amazon is seen as a short gap job either to earn money before they go to another country or whilst they are looking for another job.
People had worked in, or were looking to work in a range of different jobs. So some were looking for graduate types of jobs, others were looking for technical jobs like electro mechanics, there were people who had worked office jobs their whole life, there were people who had been in retail as assistant managers before.
There were people who were looking to continue their studies here or somewhere else. It seemed to be quite a diverse mix of backgrounds. In my department the relationship between permanents and temps was friendly although in general I feel like people tended to talk more with fellow temps or permanents.
Who people talked with also depended on when they started, and to some extent ethnicity. The permanents did not seem to blame the temps themselves for raising the targets, instead they were pretty clear that it was management who were to blame.
Colleagues talk to each other. To my surprise people were pretty openly complaining whilst working. I would often find groups of people of ICQA Inventory Control Quality Assurance department people, stowers, cleaners, and others standing and discussing the work. For pickers it might have been different.
After shifts people seemed to rush as quickly as possible to get out. Sometimes before the shift people would arrive early, but talk less because it was early in the morning etc. Amazon knows this, and they encourage the temps to work themselves half-dead for a few months even though only a fraction will ever get a blue badge.
They then use the performance of the temps to increase the targets for the permanent staff for the rest of the year. This has been happening year after year meaning that the targets keep on slowly increasing without end. This is taking place during peak time where we are already working longer and harder than normal. I was told by some permanent staff that once the power hour period has finished, management will use the higher performance during power hour to increase daily targets for workers who stay behind after the peak period.
In practice that means that we are mainly spending the day counting how many items are in the different bins called Simple Bin Count or SBC. Like with other processes we use the scanner and it will tell us what bin to count. We then count how many items are in the bin and if it corresponds with the amount of items that the system thinks is in the bin than we immediately go on to the next bin. If there is a discrepancy than we have to recount the bin to make sure we got the right number.
To check we got the second count of the items correct there will then be someone else from ICQA who will come to that bin and do a so-called cycle count CC which is where every item in the bin is taken out and scanned. In the pick tower, the work of the stowers, ICQA, and pickers impact on each other indirectly either through how well organised the bins are or whether we make any errors.
However, I never experienced any instances of cooperating directly with people from other departments. However after a while you start to see how there are a lot of things that are not working as good as they could. The most annoying thing is that it is a very hierarchical organisation where how the jobs are done seems to be largely controlled by some kind of algorithm. This actually makes things harder than it has to be. So we have to stand up and sit down all the times which besides being a killer for your back and knees also takes longer.
Also the pressure of targets ends up having a disorganising effect. Another thing they do is to try to hinder human interaction. It used to be the case that you could count bins in the same aisle so you could chat and socialise with your colleagues, but now they changed the algorithm so people mostly end up counting bins standing alone in an aisle for hours.
In terms of productivity I think that is actually counter productive because it is so depressing to only count bins for hours without any human interaction, so you work slower and at some point most people end up giving up and wander up and down the aisles to find colleagues to chat with. If there then is a difference between what we counted and how many items are there when the CC happens we will get an error.
Besides that we are also supposed to pull andons an Amazon word I think, basically just means that something is wrong with the product. So if an item is broken we pull andons or if it is stolen we put a note on it and put it in the amnesty bin. In terms of how we can get errors, besides miscounting the bin, which you could say is our fault, there are a number of other ways we can get an error.
If, for example, after we have counted the bin someone misplaces an item in the wrong bin we could get an error.
Or if someone open a chocolate package in the bin we counted we will get an error. Or if a picker picks up the wrong quantity of items we can get an error. Therefore, the longer it takes between when we count the bin and it is doubled checked with CC, the more likely it is that we will get an error.
So at the end of my time at Amazon there were some rumours that the reason a lot of us suddenly got more errors and therefore more feedback was because they had increased the time between us counting the bins and it being checked with CC. Someone saw that it could take up to a week to check it and in a weeks time a lot of stuff can happen that will result in an error. I heard that there used to be a rule that there could be a maximum of three different kinds of items so no quantity, but types of things in the bins which made it a lot easier for both the pickers and the ICQA people.
There also used to be a rule that you could not have similar looking items in the same bin e. Also it was not allowed to have similar items directly above and below a bin.
All of these things they got rid of not sure exactly when and it has made the job a lot harder and of course on top of that the targets have increased. From the beginning Amazon seems to know that they will get rid of most of the temps, no matter how hard they work.
To get rid of all the people without making themselves look bad they use many different methods. Every week we got feedback from our agency. Normally feedback is also for what you do well, but at Amazon feedback is always about what you did wrong. Time off task includes everything from going to the toilet, changing a broken scanner, going to talk with your agency or manager, looking for a trolley when there are none, and going on one of the breaks we are entitled to.
So it is easy to suddenly have a lot of time off task even though you are still working hard. On top of that we would also get feedback from the Amazon managers and in the beginning most of the times the feedback from the agency was not too bad but from the Amazon managers it was always very negative. This changed when they built up to fire us and we started to get more negative feedback from the agency.
We got training from the other people in the department. Suddenly most of the temps get final warnings for even minor slip-ups. Like one of my workmates got a final warning for only picking I also got a final warning for having too many errors even though the number of errors I had was less than I had the previous weeks.
Scores of them were fired several weeks before Christmas. By the time of the first and second week of January a large number of temps had already been fired. A lot of the temps, including me, relied on the buses to get to work. So with no buses to take me to work, I had to quit. A few days before that some Adecco staff went around with a list asking people if they would stop because of the buses. Another issue is that if you try to call in sick too much you will get in trouble.
The job you do is often repetitive and after a few weeks it starts to wear you down. At one point my back started to hurt so I called in sick for a few days in a row. When I came back I was called back by the agency, who asked me how I was feeling and why my back hurt. I told them it was because of the repetitive job and I asked if I could be transferred to another position.