The Painstaking Process of Planning

Festina lente. (Make haste, slowly.)

—Emperor Augustus

Where do all of Amazon’s ideas for scaling processes, innovating new services, improving customer experience, and rationalizing where to put headcount and resources come from? When do they say yes or no to all the great ideas they have to scale or innovate in their business? How does all of that happen? I often get asked variations of this question, and there is no single answer. There is, however, a specific time and place in the Amazon universe where these elements are evaluated and decided upon: the annual planning process generally known as Operating ...

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