Amazon is a world leader in e-commerce and robotization. Its robotic mobile fulfillment systems (RMFS) aim to speed up product delivery by using robots to move shelves. In terms of speed, precision, and profitability, the RMFS solution seems to guarantee economic and commercial success. Nevertheless, the integration of robotization is accompanied by an increase in workload, daily tasks, and accident risks. The aim of the present study is to provide an in-depth analysis of Amazon RFMS employees' perceptions of current robotization. Through a netnographic study of the comments and opinions of Amazon employees working in robotized warehouses, the empirical study will gather argumentative thinking around the effect of digital transformation in RFMS in terms of employability, working conditions, and quality of work life. The results of the study show a consolidation of working conditions accompanied by stress and a risk of job loss. Certain risks and doubts are also present, notably around the possibility of work-related accidents and the man-machine interactions.
TopIntroduction
Amazon is a global online retail giant and also a leading robotics company. The company focuses on a variety of services, including e-commerce, computing, digital streaming, and artificial intelligence (AI). A pillar of the Fortune 100, Amazon is also one of the Big Five, the top five most dominant technology companies in the United States. During the COVID-19 pandemic, Amazon's business soared as millions of shut-in Americans relied more than ever on the company's delivery services. The company's exceptional results are explained by several variables, including a modern, robust supply chain. Amazon has over 175 distribution centers worldwide, enabling it to stock billions of products and reach customers all over the world. Amazon relies heavily on automation and digital technologies such as robots in its warehouses to increase efficiency.
Robotic Mobile Fulfillment Systems (RMFS) present a new type of robotized handling system, from part to collector. These robotized fulfillment centers aim to speed up product delivery by using robots for many tasks, such as moving shelves to employees to reduce order-picking time. Numerous technologies are currently operational in Amazon's warehouses. Most of these technologies are proprietary and robotized. Amazon Robotics has deployed over 520,000 robotic units in its centers and warehouses. Amazon has the advantage of being able to develop its robotic systems. In terms of speed, precision, and cost-effectiveness, it's a great success. This innovation has led to fierce competition for third-party robotic solutions (Hmioui & Bentalha, 2020).
Regarding working conditions, Amazon's supporters claim that the integration of robotics has the potential to improve working conditions for warehouse employees. In facilities without robots, for example, Amazon warehouse workers often walk between 15 and 30 kilometers a day to transport items. Robot-equipped facilities have largely eliminated this task. The integration of robots into Amazon's warehousing operations aims to boost efficiency and reduce worker injury through automated lifting and transport of inventory. Employees stand to benefit from less physically intensive roles that focus more on system oversight, quality control, and monitoring processes. Additionally, the robotic systems provide workers options to gain in-demand skills in emerging technologies like automation. Nevertheless, for critics of this technology, Amazon's robotized centers are stressful and dangerous. According to the “Strategic Organizing Center” report (SOC, 2019), Amazon recorded a serious injury rate of 7.9 per 100 workers in 2019, more than 54% higher than the serious injury rate in non-robotic facilities. Robotics integration is also accompanied by work overload and an increase in daily tasks. Workers are similarly forced to perform fast, repetitive movements. As a result, there is a risk of injury and loss of motivation. The automation puts certain manual picking and packing jobs at risk to redundancy. Even with training, system downtimes from mechanical failures can still halt operations and disrupt defined workflows and roles.
This study aims to understand employees' perceptions of current robotization at Amazon's RFMS. Through a netnographic study of the comments and opinions of Amazon employees working in robotized warehouses, our empirical study will raise a reflection on the effect of digital transformation in RFMS in terms of employability, working conditions, and quality of work life (Bentalha et al., 2019). The aim is to understand employees' perceptions of working conditions in RMFS.
To discuss the issues raised, we will explain the approach to warehouse robotization (RMFS) and social considerations in robotized factories. Next, we will present our netnographic methodological approach and the opportunities provided by this method. Finally, we will support our reflection with the results obtained from our empirical study.