Zappos十则
Zappos的这十条原则涵盖了从招聘到人才培养乃至解雇（的整个流程），从中我们可以看到一系列隐于原则之后的核心价值，以及它们如何铸就了Zappos的企业文化。
Zappos服务创造惊喜
这是所有原则的核心价值，Zappos依此成为了行业中的客户服务典范（比如将订单免费升为一夜航运、送花、附带卡片等）。他们也将这种精神传递给了供应商，所有供应商都可以与公司管理层看到同样的存货和销售数据。
拥抱并推动变革
CEO Tony Hsieh有将Zappos发展成为横跨几个行业的大公司的野心，但他并不觉得这有多么宏伟。这条核心价值确保了每一个创意都会被倾听，并从较低的标准中脱颖而出，最终获得认可。
创造乐趣和一点不可思议
这一核心价值在显性和隐性方面都有明确的发挥——牛铃的声音响彻在拉斯维加斯的公司总部。在Zappos，即使是平凡的日常会议，也充满了歌声、笑声、游行、蓝色头发和口哨声，填字游戏和漫画更是家常便饭。面试中会问到任何问题，甚至非常规的（比如，若能成为超级英雄，你希望自己是哪一个？）。人力团队还会将可能被“处以极刑”的违规行编排进为新员工表演的滑稽短剧中。
勇于冒险、创新与开放的心态
Zappos是一个鼓励试错且愿意承担风险的组织。呼叫中心的工作人员可以尝试新鲜玩意以取悦客户。经理们则要求团队成员走出办公室，基于不同的角度审视他们的工作，从而建立更加强有力的工作关系。
追求成长与学习
Zappos的大厅有好几个书架放满了商管书籍：《Peak》杂志、《让创意更有黏性》和《从优秀到卓越》等，对员工完全免费。公司也鼓励员工参加公司组织的十多个培训课程，进行新技能的学习与训练，从而更上一层楼。
建立诚实与开放的沟通机制
Zappos具有极高的透明度，员工们可以畅所欲言。公司还雇用了专职的职业生涯教练安排时间，以尽量保密的聆听员工的委屈与牢骚，并给予相应的职业生涯规划建议——往上爬或者选择离去。
建立具备家族精神的积极团队
招聘经理Christa Foley说：“我们不只是在台面上宣扬工作与生活平衡的概念。”员工一块儿工作，一块儿玩乐，一块儿吃早饭……这些都能让他们觉得自己是这个大家庭的一员。
少花钱多办事
2008是Zappos创纪录的、盈利的一年。但像所有公司一样，它也要节约开支。去年秋天，公司解雇了124人；而现在则是通过减少昂贵支出等方法，以获得同样的效果。一个例子：原来的新员工培训结束后的“欢乐时光”活动大约需要3000美刀，而最近的“欢乐时光”活动则变成了一个110刀的冰激凌聚会。“或许这比去酒吧折腾的效果更好，”招聘经理Christa Foley说。
建立并保持主动性
每个人对工作都应具备主动性，而Zappos则会鼓励将外部主动转化为内在动力。招聘经理Christa Foley说：“如果你热爱马拉松，并且希望公司也能参与，那就去做——不要等着别人说。”
保持谦逊
这一最重要的核心价值，贯穿了Zappos历程中的每一个行为。以Hsieh为首，从哈佛毕业，到两次成功的企业家，他始终保持着温文尔雅的态度。“我们有理由相信，”招聘经理Christa Foley说：“即使有一吨的公司来观摩和学习我们如何做事，我们都会说‘这些是我们实践中一些行而有效的东西，请问你们又是如何做的？*’我们始终知道有更多的事情要做。”
文章背景：Amazon以9.2亿刀收购Zappos。本篇为《财富》之前“2009百佳雇主”专题中的一节，虽然又是一些“老生常谈”的话题，但我们也可以从人力管理的角度了解到，作为一个新兴的电子商务公司，Zappos为什么这么值钱。
原标题：The 10 Commandments of Zappos
原作者：Jeffrey M. O'Brien
原文：http://money.cnn.com/2009/01/21/news/companies/obrien_zappos10.fortune/index.htm
译文：Zappos十则（译者：沈蚊）
译注：本文为意译。原标题直译应为“十诫”，但个人感觉这十条缺少“戒律”的约束力量，故谓之“十则”。
*：多谢刘佳老师:D
The 10 Commandments of Zappos
The core values of Zappos represent an effort by CEO Tony Hsieh to ensure that his company stays on track through good times and bad.
By Jeffrey M. O'Brien, senior editor
January 22, 2009: 12:26 PM ET
SAN FRANCISCO (Fortune) -- Zappos' 10 commandments influence everything from hiring to merit raises and firing. Here's a bit on the thinking behind the core values, and how each rule helps shape the Zappos culture.
1. Deliver WOW through service
This is the core value that rules them all. Zappos has become synonymous with exemplary customer service (routinely upgrading to free overnight shipping, for example, or sending flowers and a thank you note), but the ethos extends to vendors, as well. All suppliers have access to an extranet revealing the same inventory and sales data that executives see.
2. Embrace and drive change
CEO Tony Hsieh has grand ambitions to grow Zappos into a big company that spans several industries. But he never wants it to feel big. This core value asserts that every idea will get a hearing, and acknowledges that most of the important ones will bubble up from the lower ranks.
3. Create fun and a little weirdness
This core value manifests itself in obvious and subtle ways alike. Cowbells ring constantly in the company's Las Vegas headquarters. There's plenty of singing, laughing, parades, blue hair and nose rings. But at Zappos, even mundane procedural meetings have flair. Applications are covered in crossword puzzles and cartoons. Interview questions are anything but standard (If you could be a superhero, which one would you be?) and when it comes time to inform new hires of fire-able offenses, the HR team acts out the no-nos in Saturday Night Live-style skits.
4. Be adventurous, creative and open-minded
Zappos is a risk-taking organization where making mistakes is encouraged. Call center workers are prompted to try new things to delight customers. Managers are asked to take their team members out of the office as a way to get them to think about their jobs differently and create stronger bonds.
5. Pursue growth and learning
The Zappos lobby has several bookshelves fully stocked with business and management books ranging from "Peak" to "Made to Stick" and "Good to Great." They're free to employees. Zapponians are also encouraged to enroll in the dozen or so classes that the company offers as a way to learn new skills and disciplines, and climb the company ladder.
6. Build open and honest relationships with communication
Zappos is big on transparency and having employees say what they think. But for the times when only a confidential talk will suffice, the company employs a full-time life coach who will listen to grievances and gripes, or even offer career advice on how to move up - or out.
7. Build a positive team and family spirit
"We're taking the concept of work/life balance off the table," says recruiting manager Christa Foley. Employees work together, play together, break bread together and come to think of each other as members of an extended family.
8. Do more with less
Zappos had a record year in 2008, and is cash-flow-positive and profitable, but like all companies, it's trying to watch expenses. The company laid off 124 workers last fall, and now it's looking for ways to obtain the same net effects as in the past, but through less-expensive means. An example: The culmination of each training session was always followed by a congratulatory happy hour that would help bond new employees - and cost around $3,000. Lately, the happy hour has become a $110 in-house ice cream social. "It's probably even more effective than going to a bar," says recruiting manager Christa Foley.
9. Be passionate and determined
Of course everyone is asked to be passionate about their jobs, but they're also encouraged to bring outside passions into the fold. "If you're passionate about running a marathon and want to get the company involved, do it. Don't wait for someone else," says recruiting manager Christa Foley.
10. Be humble
The all-important bookend core value. This underlies every action at Zappos, and starts with Hsieh who, despite being a Harvard grad and two-time successful entrepreneur, remains soft-spoken and deferential. "We're really grounded," says recruiting manager Christa Foley. "Even though a ton of companies come to visit us to learn about how we do things, we always say, 'These are some things we're doing that are working, but what are you guys doing?' We always recognize that there's more to do."
