# Standards that travelled · Selected work · ZAC

> Quality and productivity routines built for one site were adopted by sites across Europe.

Source: https://zanatelloacosta.com/work/standards-that-travelled

Case

# Standards that travelled

Quality and productivity routines built for one site were adopted by sites across Europe.

Prior role · Amazon Spain Returns and inbound operations 2023

## Outcome

Prior role · Amazon Spain

-   EU-wide

    Adopted by sites across Europe

## The work

**Context:** Returns and inbound operations with hundreds of associates across shifts.
**Friction:** The same quality errors kept returning, coaching was ad hoc, and good practice stayed on the shift that found it.
**Intervention:** A quality school with tracked performance, targeted coaching and a wall of real examples, plus daily routines for team leads and a support-staffing calculator.
**Adoption:** Run with the learning team and the team leads, documented, then presented to other sites and adopted across Europe.
**Role and scope:** Employee, area manager. Designed the routines with the learning team and team leads, and presented them to other sites.

### Deliverables

-   Quality school with coaching mechanism
-   Audit and quality standards
-   Daily productivity routines for team leads
-   Support-staffing calculator

## In short

Quality problems in a large returns operation are rarely new. The same mistakes come back, and each shift finds its own fix and keeps it.

The quality school made the fix visible and repeatable. It tracked each associate’s productivity and quality, scheduled the right kind of coaching for the people who needed it, and kept a wall of real examples of the most common mistakes. Team leads got short daily routines for the start and end of each shift, and a simple calculator kept support staffing in line with the agreed rates.

Because everything was documented and simple, other sites could take it. The routines were presented to other sites and adopted across Europe.

### Evidence

Result achieved as an employee, as stated on Bruno's public CV. No internal figures are published.

No internal tool names, screenshots or absolute amounts are published.

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