OTR Academy Questions
What is the 24-hr Ops Clock?
A standardized schedule that dictates when each process in the operation needs to start and stop in order to plan daily staffing efficiently, calculate flow rates, and coordinate arriving and departing deliveries
Which Amazon Associates (AAs) need to be labor tracked?
AAs in indirect roles; because they are not automatically tracked via device login.
Which of the following are the correct steps in addressing Guided Coaching Application (GCA) alerts?
AM/PA hourly check and Identify Associates > Observe associates > Provide support > Log Coaching feedback within SLA
Which two Amazon strategic partners support the AMZL Quality Pillar?
Amazon Customer Excellence System (ACES), Field Quality Assurance (FQA)
Area Manager Arianna is ready to start her Sort shift. After the start-up meeting, she sends the inductors and line loaders to their places. However, the inductors are unable to begin, because there are no charged batteries for the induct scanners. This is an example of:
An exception; due to poor area readiness.
Halfway through the Sort shift, an AA notices that there are twelve unlabeled pick carts full of packages in a corner of the Return to Station (RTS) area. Angel, an Area Manager, has the RTS packages brought to the dock to be inducted, but he must now replan his induct and stow rates in order to process this extra volume. What is the most direct way Angel can avoid this situation in the future?
Angel should plan to have a handoff meeting with the RTS manager on shift before him.
Damien, one of your problem solvers, is handling some items that require repacking, and he believes that some of the items may be considered waste, but he's unsure what constitutes waste. Which of the following statements best defines waste?
Any material that, through evaluation, cannot be re-sold, liquidated, donated, or used as intended.
Which of these Station Command Center (SCC) Work Items should be resolved within an hour of it being generated?
Associate Training Violation (ATV)
How would you describe the similarities and differences between loadout and return to station (RTS) teams?
Both have traffic controllers and problem solvers as well as L4/5 area managers.
Which vehicles in the Amazon fleet require additional training for drivers to qualify for their use?
Box truck, step van, electric and custom delivery vans
Identify the key pieces of safety equipment required for OTR dispatch.
Carts, PPE, cones, yard signage, vans
Chris is running the Sort shift, and today, Scan Compliance has fallen .02% short of a goal of 99.8%. This .02% represents 676 packages that are not properly stowed. Chris must now write a bridge to explain this miss because:
Chris needs to provide station and regional leadership visibility into the root cause of the miss to drive short- and long-term corrective action.
How often should Area Managers review the Missed Punch Report in MyTime?
Daily
In the event of a crisis, such as severe weather, gun violence, hazardous material spills or power outages, which document do you reference for response protocols?
Emergency Action Plan (EAP)
Of the following metrics which is NOT a safety key performance indicator (KPI) represented on the AMZL World Wide (WW) Score card:
FAIR (First Aid Incident Rate)
Which statement is true about using FICO scores of safe driving behavior?
FICO, which is tracked through the eDriving Mentor portal, is a weighted average of acceleration, braking, cornering, distractions, and speeding.
Why do Operations Leaders conduct the Daily Business Review (DBR) and Weekly Business Review (WBR)? Select the best two answers.
Highlighting best practices for continuous process improvement. Removing operational barriers and ensuring regional alignment.
Ambitious Amira, one of your top performing Associates, arrives 30 minutes late for shift. Amira offers to work through meal break to make up for the missing time, pushing her time on shift to five and a half hours. Which of the following actions aligns with Perfect Pay tenets?
Hold a seek to discover conversation with Amira and retrain on policy that 30-minute unpaid meal break is mandatory for shifts of 5 hours or greater.
How often should Area Managers be monitoring the Work Items tab in Station Command Center?
Hourly
In order to determine the root cause to an injury all relevant information must be collected and documented. When determining the root cause to an injury caused by lifting a package, which of the following information would NOT be relevant?
If the Associate maintains a healthy weight and life style.
In the weekly route capacity planning process, what task is performed on Day 1 (Monday)?
Verify DSPs have uploaded route data for the next 3 weeks and accurately rostered drivers.
How would you describe area readiness principles to a colleague? Select 2 answers.
We perform one check before the start of each shift. Area readiness leads to a safe working environment and predictable output in the first hour of the shift.
How do we monitor our fleet to reduce the risk of a vehicle-related safety incident? Select 2 answers.
We require delivery associates to complete an inspection on their own vehicles twice a day. We use the Daily Fleet Flash Dashboard to monitor compliance with inspections and preventative maintenance
Adele, one of your peers, is unsure about our fleet requirements for preventative maintenance (PM). What would you say to help her?
We track PM at the station level, and on-time PM is part of the DSP scorecard.
Lacey, a new external hire OTR area manager at your site, is asking your advice about route progress monitoring. What should you say? Select 2 answers.
We track progress throughout the day until the last driver returns to the building, and we use that information to coach DSPs. We can set alerts in Mercury Hawkeye for route progress deviations.
In regard to Hazardous Materials (HAZMAT), which member of leadership is responsible for managing the waste program and ensuring the completion of the weekly hazwaste inspections?
Workplace Health and Safety (WHS) Manager
When the Sort manager shows up at start of shift with whom will a handoff meeting be conducted?
OTR 2nd Half Operations (RTS)
In our route capacity planning process, how far out does the MTP (mid term plan) look?
13 Weeks
Samantha scratched her arm against a cart while moving a heavy box, which resulted in a small cut. What is the first step of the injury response process that the manager should do to address this injury?
Offer First Aid treatment.
You witness a delivery associate throw packages onto a pick cart and then slam the cart against the curb. You recognize the importance of providing feedback to DSPs so that they can coach their DAs. How would you characterize what you saw?
A defect, on par with leaving a vehicle unsecured or packages unattended
Your station received less volume than forecasted. To optimize your headcount you calculate the need to grant Voluntary Time Off (VTO) to three Associates. A total of five Associates have expressed interest in VTO. What action should Area Managers (AMs) take if the number of Amazon Associates (AAs) interested in VTO exceeds business need?
Impartially offer VTO by gathering an interest list using the VTO Interest Kiosk, located in the Labor Scheduling Tool, at the start of shift and the Labor Scheduling system will randomize the list of associates on the interest list and will select the associates for VTO.
Rick, the Pick and Stage AM, notices that Eugene, an AA, is taking 15-minute breaks between picking each route. In Fulfillment Center Labor Management (FCLM), this will appear as?
Inferred time
Thomas is preparing to review associate time cards. He uses the hyperfind in MyTime to filter for the group of associates he wants to audit for today's date. He is about to begin searching for exceptions on all time cards on this list. What process will best assist Thomas in efficiently preparing to correct timecard exceptions?
Look for the check mark indicating an exception on a timecard.
You arrive at station for your shift to find headcount high and package volume low. You offer Voluntary Time Off (VTO), but acceptance falls short of business need. What options are available to enforce VTO compliance?
Make due with available headcount while utilizing additional associates outside of standard roles such as replacing the tape in a worn 5S. It is unacceptable to force or intimidate Associates to accept VTO.
Which platform do you use, as an OTR area manager, to access data to deep dive FICO® scores?
Mentor Manager Portal
Yesterday, notes taken by the Process Assistant (PA) showed 95% of all vans dispatching on time. However, Perfect Mile shows an On Time Dispatch (OTD) of 47%. Amie, the On the Road (OTR) Area Manager, writes this action in her bridge: OTR AM will hold a seek to understand (STU) with Process Assistant (PA) to understand how they are taking notes. AM will establish a standard form for tracking On Time Dispatch, and coach all PAs on using this form with a goal to have 100% alignment between PA notes and Perfect Mile OTD. What is this action missing?
Owner/Estimated completion date
Which of the following is NOT an example of following the Perfect Pay Benchmark Standards and could put associates at risk to experience a pay defect?
Pay defects must be corrected during the next pay period.
Ryan is bridging Scan Compliance for the past week. He needs to know the scan compliance rate for each day of the week, as well as the root causes of the miss for each day. Where can Ryan find the data to help him deep dive this miss?
Perfect Mile/Caravan
Ashley is performing a standard audit while observing associates. As she is walking around the building, she notices a piece of debris that she believes could pose a slip/trip hazard and while not being a part of the audit, she takes the time to pick it up and dispose of it. Which component of safety culture did Ashley display when she stopped to pick up and dispose of the debris?
Prioritize Safety
The Pick and Stage shift is 12 AAs under headcount. The Pick and Stage Area Manager, Abdul, asks all problem solvers to pick routes to try to ensure that routes get picked on time. Which of the following will be most negatively affected by this decision?
Quality
Courtney is an Area Manager for Single Cycle Sort and Pick & Stage and she is determining the appropriate staffing for the shift and different process paths based on Package Per Hour (PPH) values. The goal PPH for sort is 120 and the planned volume is 50,700, and the belt run time is 6.5 hours. how many associates should be planned for the shift head count, and how many stowers will need to be staffed if the target stow rate is 325?
Total headcount of 65, and 24 stowers
What are the three main components of a bridge?
Root Cause, Details, Actions
Lydia, a Process Assistant, is labor tracking for the Sort shift. Where will she do this?
The ATV labor tracking tool
Steve is an Amazon Associate (AA) on the Sort Shift who is currently stowing. The Process Assistant (PA) assigns Steve to an indirect role but forgets to labor track him. What impact will this have on the Stow rate?
The Stow rate will be lower than expected, since Steve's time in stow is increasing but their quantity stowed is not.
Scan Compliance did not meet the metric goal today. Sort Area Manager, Hwang, wrote this action in a bridge for Scan Compliance: Sort AM will have a mini-startup meeting with problem solvers at the beginning of each sort shift to coach problem solvers on Standard Operating Procedure (SOP). This is not a SMART goal, because:
The action does not include a quantifiable goal for the AM to know if the action has improved the metric.
There are four problem solvers on the sort shift today, retrieving packages marked as problems and stowing them when possible. You notice in Process Path Aggregates (PPA) - a webpage that displays labor rates and categorizes hours into buckets - that these AAs have a very high amount of inferred time. This is because:
The problem solvers were not labor tracked.
Daryl, an AA, generated 8 Package Not on Vehicle (PNOVs) during the Sort shift yesterday. Today, Carol, an AM, has a conversation with him, asking questions about best stowing practices, discussing how to handle "problem" packages, and monitoring Darryl as he stows. Carol enters an audit into Apollo as she speaks with Daryl. Carol was most likely alerted to the need to have this conversation because:
There was a Work Item generated for Daryl in Station Command Center (SCC)
As a leader, you will assess safety on a daily basis. Which of the following tools is NOT used to assess safety within the station?
Thrive
What is the primary purpose of the Guided Coaching App (GCA)?
To identify AAs with quality errors and enable Operations Leaders to quickly identify where coaching is required, deliver the required coaching and record their action.
