Interview with Amazon's "Last One Mile" person-thinking about putting out or lockers-CNET JAPAN

　EC site that is increasingly used due to Childrona evil.In addition to the increase in the total amount of logistics, the number of services options, such as "placements" that do not directly hand luggage and expanding the receiving location, are increasing.

　Mail order site "Amazon.Child.We spoke to Amazon Logistics, Director of the Business Division, who is in charge of "Last One Mile" in the delivery of JP ", talked to Awanish Narain Singh.

—— First, please tell me the area in charge of Amazon Logistics.

　Amazon Logistics is in charge of the last one mile for Amazon delivery.The biggest mission is to work on innovations that are continuing every day so that customers can deliver products with smiles.

　We are also focusing on creating a workplace where employees involved in delivery and various delivery partners can work comfortably.We recognize that delivering products from an environment where you can work safely and securely is the most important point that leads to the peace of mind.

　In Japan, we started a business with the launch of the Tokyo Delivery Station in 2018.While paying attention to speed, certainty, and quality, we use new technology to improve customer experience from various perspectives.

—— Can you talk about some specific developments in Japan?

　From 2018 to 2021, 29 deliveries have been opened in 28 prefectures to strengthen delivery networks.

　In 2019, we started deploying in Japan, which allows non -face -to -face and non -contact delivery in Japan.It has started shortly before the new colon virus trends.

　There is no need for redelivery, so the burden on the driver can be reduced, and there is a merit that carbon dioxide will be reduced, and when you actually start it, customers who are delivered have been well received in terms of convenience.。

　In March, for the first time in the Asian region, the Key for Business, which can deliver products smoothly to an auto -locked apartment, started.Since the driver can safely unlock the auto lock from the delivery application, it is a service that you can use the distribution even if you are absent.

　In cooperation with certified partners such as the Daito Construction Partners and Sogo Security (ALSOK), we started with the introduction of 200 condominiums in Tokyo, Kanagawa, Osaka, Aichi, and Fukuoka.It has also expanded to management properties such as Apaman Property and Tokyu Real Estate Holdings Group, and has been added to Hokkaido, Chiba, Saitama, Kyoto, and Hyogo prefectures.It is now a service that can be used in more than 1,000 condominiums in 10 prefectures.

　In September, "Amazon Locker" was added as a delivery destination of "Amazon Hub" that can be received at the specified delivery destination.This is a service that allows you to send a notification email when the delivery is completed to the locker specified by the customer, and open the locker by reading the barcode, entering the authentication key, and connecting the "Bluetooth".

　Lockers are installed in cooperation with nearly 130 companies, and in November we have about 1800 lockers in 23 prefectures.It has few power to use, and it is a service that takes into account the environment.

　As for the driver to deliver products, in addition to coordination with Yamato Transport, Sagawa Express, Japan Post, etc., which will be the delivery partner in Japan, the program "Amazon Flex", a program that allows sole proprietors to work as a delivery partner, and partner.We have two types of programs, "Delivery Service Partner Program (DSP)" built by companies.

　We are focusing on initiatives that can balance speed, certainty, and quality, such as the introduction of new technologies such as maps for drivers, work methods, and standard work operations.

　Above all, response to corona evil is a big topic.For a safe and secure environment, employees and staff can visually check each other while maintaining the temperature and disinfection of all those involved in the work, such as staff, drivers, and partner drivers., I have focused on creating the environment.The number of operations has been changed to about 200, which conforms to the Amazon guidelines and various rules such as WHO.

——The response to Corona evil is a big topic.Please let me know if you have any other things and if you have to make any changes.

　Not only in Japan but also worldwide, the demand for corona, especially lock -downs, tends to increase, and the total amount to be delivered is increasing.

　However, as a result of various technologies and infrastructure development, the speed and quality of delivery have been enhanced.The explanation that these have executed what they originally prepared, rather than a new program to respond to Corona evil.Although it was not possible to realize it, such as hiring borders, it was not possible, but nothing has been greatly affected.From the viewpoint of the 2020 plan, everything is as planned and has been highly evaluated.

——Instead of preparing something especially in the corona evil, your regular service enhancement has also led to Corona evil.Are there any particularly highly evaluated and typical ones?

　As a service that has been highly evaluated, it will be placed.In Japan, we conducted a test service in Nagoya, but when we implemented it in Tokyo, the needs were very different.In Nagoya, where there are many houses, there was a characteristic of each area in Tokyo, where many apartments such as condominiums were multi -family.

　Now, as a unique Japanese development, you can select the six locations from six locations: in front of the entrance, bicycle basket, garage, apartment delivery box, condominium reception, and gas meter box.I did.Although the distribution itself is a service that is developed in other countries, we recognized the need to learn and try and error.

　In addition, if the luggage you put is different or disappears, the customer service center is responding each time.The number of troubles before and after the delivery service has not increased, and the overall satisfaction has been improved.I think that it is not only providing the best customer experience to customers, but also always conscious of improvement.

——I heard that Awanish was working in India before coming to Japan.Are there any other unique items in Japan?Please let me know if there are any characteristics of Japan in Last One Mile.

　Another thing that was developed independently of Japan is the Full Filling Center.What is called a so -called warehouse in Japan is relatively large in other countries, and is often available on the ground floor alone.

　However, in Japan, the land is narrow and 2-4 stories are common.It can be said that Japan's unique engineering and technology development are necessary.

　Tokyo is a very complicated land.Navigation functions are added to the map application for the driver so that the delivery can be a little easier.

　Amazon has more than 20 years of experience in the world, and has communicated various experiences and learning to each region.The knowledge and safety processes learned in Japan are also communicated to other areas.

　The feature of Japan's last one mile is that it emphasizes speed and convenience.Originally, the distribution is quite fast because the logistics mechanism has been created.He is relatively accustomed to e -commerce and online shopping, and has some foundation.When thinking about innovation in -house, I try to focus on speed and convenience.

　In addition, it is highly aware of safety and security.When considering the best practices developed in other countries, we first check the feedback from the people at the site, but there are always many feedback from the viewpoints such as safety and safety.We believe that such security and security awareness will eventually be transmitted to the destination of delivering luggage, so we are focusing on places to assert opinions and building a work environment that is easy to assert.It can be said that we are most important.