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tonight on panorama we go behind the
click

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to expose what happens when you buy
from the world's biggest online retailer.

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The level pressure on people 
is just incredible.

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I've never seen
anything like it

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home to cover at Amazon the job that
pushes workers to the limit

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a job where every second counts

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with workers racing a computerized clock

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Even when the lights don't work

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a workplace that could 
damage your health

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the characteristics this time picture

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the evidence increased 
risk of mental illness

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the big Christmas shop is changing

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there's been a revolution in the way we
tried

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every year we do more and more shopping

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online shopping

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is not something we can do on our on our
laptops

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or no homes the physical side custom by
all the people

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we don't see that anymore and one
company

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has led the way the biggest online
retailer

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on the planet how much your Christmas
shopping with the mom isn't

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girls

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about people two percent

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my liking she's quick and easy to

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to do easy and

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trustworthy 60 and have become injured
or sick as well

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promise in used to sell only books but
now you can buy

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virtually anything cheap and efficient
from

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click to your door who wouldn't want
that

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and is in is an amazing company from our
perspective because despite the fact

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that it turned over $61 billion dollars
in revenue last year

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is still continuing to grow at a
phenomenal rate seems to be nothing

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happens in

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is unable to sell because had a really
strong business model and a really

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strong customer base

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well this is where your click

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becomes real most what you choose on the
site

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is stored in a series of warehouses so
when you buy on Amazon

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just one click black click lands here

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when Obama's enormous distribution
centers and inside

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someone's got to go and find the thing
you just bought

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I'm there are 8 these warehouses across
the UK

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the cover nearly five million square
feet

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that this time of year Amazon employs
around 20,000 people

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but the unions have been complaining
about the working conditions

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the level of a

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pressure on people is just incredible a
minute I've never seen anything like it

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independently we spoke to more than 30
former workers

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if you were positive but wouldn't be
filmed most were critical this job

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doesn't compare to any other job second

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you ask it's much more press in place I
beat

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its Kristen place to work at the same
require

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area is ok feel my system it's a big dog
food place

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you know people just in lines and lines
lifting robots

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the only way to go but times a is it I
had nothing left

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amazon says its proud of providing a
safe and positive workplace

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than that these descriptions don't
reflect the views of the vast majority

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of its employees

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what we want to find out what it's like
in sight

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by going undercover so we took advice
Chris

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used to work as a security guard for
Amazon

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disasters to hide his face in disguise
his voice he says getting a hidden

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camera inside will be hard

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to prevent theft there's CCTV

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and workers have to regularly walks
through airport-style security

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whenever you do leave you've got your
airport scanners

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you also get random searches so you
sending somebody in there

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all I can say to answer good luck I
doubt very much if you're getting up

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with any a

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footage to be honest I think I'll be
confiscated a quite quickly

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so good looking up this

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is the man who's going to try to check
out Amazon

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Adam littler is a 23-year-old graduate

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keep himself fit and he's done manual
work before

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when I worked in is factories warehouses

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and to in these manual jobs I found for
they are

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been physically demanding bull its them
in any more than

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you know expected so it's

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years not been an issue

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he's got a job at Amazon through an
agency

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we think we found a way to smuggle our
secret camera past security

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wherein

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this is the Swansea  warehouse 
800,000 square feet of storage

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his job is is a pic /a he collects what
we buy from the miles shelving

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This beep controls his working life.

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The handset tells Adam 
what to collect and put on

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his strongly

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that gives him a set number of seconds
to find each product

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the screen counting down the counter

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for the first month before we started
the secret filming

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Adam worked on the day shift we gave him
a wristband the measures his mileage

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I've too much in my walking to the
easing

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this respond I'm its told me the iPhone
just short

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six miles today later and then get
sports on the night shift

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this means his pay goes up from six
pounds fifty

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to eight pounds $25 an hour its four
shifts a week

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they attended a half hours long with an
hour break

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the trolley is heavy and he's really
feeling the strain

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homes ok

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items are stored on four floors the cart

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troubles in a lift Adam must take the
stairs

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and on the night shift is mileage is
increasing

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Adam is finding it exhausting I E

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-2 walk hopeful I'm

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nearly eleven miles just sure 11 miles

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last night yeah I'm

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absolutely shattered and my beat

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are the thing this bother me the most

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honest

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up

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today close this troubled really

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because I've throws for the bookstore
sylmar feeds

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I'm missin says new recruits are warned
some jobs are physically demanding

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they say some workers seek these
positions as they enjoy the active

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nature of the work

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there are all the issues inside

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the lights are activated by motion
sensors

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they don't always work that means Adam

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is sometimes working in the dark

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court

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choice

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and even in the dark his scanner is
still counting down the seconds

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it happens regularly but am isn't old is
there are thousands of lights in their

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senses

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indication the false develop which they
were quickly to fix

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I met up with Adam after a shift

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he says he's exhausted because the work
is non-stop

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you know if you're watching this at home
with my thing was a really good system

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you worked

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every minute every shift you

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we should expect to work our team put
the effort

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temple its just the added pressure
there's a lot of walking involved

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the car gets very heavy is quite quite
agree on the border

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so Adams finding the ten and a half hour
night shifts hard

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the experts we consulted say you
shouldn't even be doing them

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if the work involved heavy physical

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or mental strain van that nine workers
should not work

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more than eight hours in any 24-hour
period

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the basis for that is to protect the
rights

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and interests of the employees that
could put Amazon in breach of the

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Working Time Regulations

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but Amazon told as its night shift is
lawful they saw two expert advice to

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ensure the ship's

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comply with all relevant legal
requirements

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just down the road in Cardiff poll came

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runs a very different kind of warehouse
he sells books

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wholesale online and through his own
shops

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the staff here have a similar job to
Adam

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and Paul has to get the best from in a
small business

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everybody pulls together if they're
falling behind because we're busy

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in the shop for their help now a I
wouldn't let them into the ground

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0 polls business is struggling

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and that's partly due to the rise of
Amazon we looking at the new Alex

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Ferguson

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biography things been the fastest
selling non-fiction

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a hardback and their not we want that's
good for you is now trying to sell his

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books on Amazon

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Amazon allows all the retailers to sell
through their site

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giving them greater exposure but they
have to pay

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15 percent commission Paul says become
much Amazon's price is

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agency Amazon on the top Syrian 12-pound

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on and we don't let's see why not come

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them when to sry 456

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down while in lebanon swell the 40

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15-16 at fifteen pounds $42

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but if you're walking three pounds more
expensive than Amazon River the top of

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the list

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how many copies for you sell I might not
have any on there

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Amazon has undoubtedly change the
industry

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they've lowered prices and a trusted by
millions of shoppers

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0 its grim for you

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isn't good for consumers because they
now can get much cheaper books

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bottom line probably a lot of people
would think

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yes they are benefiting from it to push
the price down

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and on

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the British taxpayer has helped Amazon
build its business in the UK

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0 the Scottish Government awarded
Amazona granted 6.8 million pounds

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ok in return for the promise have 1700
jobs

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and the Welsh Government awarded Amazon

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a grounds have 8.8 million towards the
warehouse where adam has been working

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and that's not all this road

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shows how much effort was made to gamers
in to come to South Wales

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when I was in were considering this site
they said

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look we're gonna need a road and their
Welsh Assembly Government said

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fine will build your own and 4.9

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million pounds later trucks are on the
road

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which is called Ford Amazon in Welsh
which for the rest of us

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is Amazon way on

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the Welsh Assembly says the investment
was worthwhile

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because it will create 1200 jobs in
Swansea

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an Amazon toler's it's invested more
than a billion pounds

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and created 5,000 permanent jobs across
the UK

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back in the warehouse Adam is struggling

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his targeted is to pick a hundred and
ten items per hour

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that's nearly $2 a minute the scanner

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shows in how he's getting old

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tonight

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hope is working hard but he rarely
reaches his targets

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he thinks the world

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used

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world

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well

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for cured

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Press

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every time Adam scans a wrong item the
handset lets him know

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happens regularly

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the beeping is starting to get under his
skin

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it up

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last night I had trouble falling asleep
because

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the beeping sounds that the Scottish
make I'm

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we who is going going off in my head up

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the scanner allows managers to see how
fast

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adam has been picking over the last few
weeks so

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of jim was 18 some workers talk it up

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time K so it and sent two percent to
talk

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my smile see u 373 Co expects

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out to the site they are yes more heat
than 100 percent

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sonya should in my opinion should be
about 205

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100 timeout should be on offer

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Adams not the only worker who seems to
be struggling to meet targets

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a

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you know

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okay became okay

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like do you think a I can only fight
right

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you've got to rely on I'm a couple
really good pics

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could not disclose up I do think it's
possible that

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like Rep

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amazon says productivity targets assets
objectively

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based on previous performance levels
achieved by the workforce

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most people in the warehouse seem to
have targets

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like the shelf stuff

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tough targets as of: 19 psyches

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she Jul know them

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company come politically the claims its

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home yet guns and shoot for those 10
hours

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we r basically machines we all move arts

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you know weep logos comments and behold
the netbook Muslim

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plugging into ourselves no we don't we
don't think for ourselves

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either don't know maybe they don't trust
us to think for ourselves

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as human beings I don't know hitting
targets matters

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if you miss them you can face
disciplinary action

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cool

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I'll ask you to

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but by to another with low

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he was picking an item on average every
37 seconds

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Amazon want him to be four seconds
quicken he withhold

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gold

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on another shift adam asks a different
manager what will happen if he doesn't

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speed up

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if you like them consistently hit the
target on all from

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those I'll is guess I was thinking of
going to sock

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you of public is a St tickle like six
weeks

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you get them Google counseling for
example approximately

253
00:17:35,029 --> 00:17:38,430
I am Eastern former name a casket

254
00:17:38,430 --> 00:17:43,910
calling after eyesight of course many
companies have performance targets

255
00:17:43,910 --> 00:17:48,279
an amazon says only to its 5,000
permanent employees

256
00:17:48,279 --> 00:17:52,529
have been sacked for poor productivity
this year but Amazon wouldn't tell us

257
00:17:52,529 --> 00:17:53,160
how many

258
00:17:53,160 --> 00:17:56,200
temporary workers like Adam were
affected

259
00:17:56,200 --> 00:18:00,330
he's found it a tough job with tough
targets

260
00:18:00,329 --> 00:18:03,429
but could it also be bad for Adams
health

261
00:18:03,430 --> 00:18:07,049
it professor at Michael Marmot

262
00:18:07,049 --> 00:18:11,909
is an expert on stress at work well

263
00:18:11,910 --> 00:18:15,490
the exhibition

264
00:18:15,490 --> 00:18:19,640
yet it's kinda will start counting down
on the screen to get cinemax

265
00:18:19,640 --> 00:18:22,910
cation counting down giving you a time
here

266
00:18:22,910 --> 00:18:26,140
so the literally against the clock for

267
00:18:26,140 --> 00:18:29,900
each stage that the journey it's telling
you

268
00:18:29,900 --> 00:18:32,950
helm to get to the next location

269
00:18:32,950 --> 00:18:37,269
here account styled

270
00:18:37,269 --> 00:18:42,839
use compromised lee sucks so what does
professor mama think I've what he's

271
00:18:42,839 --> 00:18:43,408
saying

272
00:18:43,409 --> 00:18:46,499
what we know about work means

273
00:18:46,499 --> 00:18:50,159
suggests that the area's time mentions
the work environment

274
00:18:50,159 --> 00:18:54,080
bad for Hells and its almost as if

275
00:18:54,079 --> 00:18:58,288
what I just heard has taken the mall all
of them

276
00:18:58,288 --> 00:19:01,519
had distilled them into

277
00:19:01,519 --> 00:19:04,598
a short sharp shock and said he %ah

278
00:19:04,598 --> 00:19:10,598
his all the bad stuff all at once did

279
00:19:10,598 --> 00:19:14,259
professor moment has no doubt that
working like this

280
00:19:14,259 --> 00:19:18,710
can be bad for your health a job where
you have little control

281
00:19:18,710 --> 00:19:21,819
butter under pressure can be a dangerous
combination

282
00:19:21,819 --> 00:19:25,989
the characteristics and this type of job

283
00:19:25,989 --> 00:19:30,019
the evidence ships increased risk

284
00:19:30,019 --> 00:19:37,019
mental illness and fiscal us amazon says
staff safety is its number one priority

285
00:19:37,098 --> 00:19:40,439
and officials safety inspections have
not raised concerns

286
00:19:40,440 --> 00:19:44,099
an independent expert appointed by
Amazon said the job

287
00:19:44,098 --> 00:19:49,079
isn't unusual and does not increase the
risk of mental and physical illness

288
00:19:49,079 --> 00:19:52,788
but any kind of sickness at Amazon can
come at a price

289
00:19:52,788 --> 00:19:56,509
the company operated disciplinary system
based on points

290
00:19:56,509 --> 00:19:59,808
after was told if you got three points
bb5

291
00:19:59,808 --> 00:20:04,108
a day off for illness and you one point
even going home sick

292
00:20:04,108 --> 00:20:08,058
gets a half a point is a fraud afternoon
wrong answer

293
00:20:08,058 --> 00:20:11,700
and pick up points Tyler at

294
00:20:11,700 --> 00:20:14,909
go I'm bout of I Fisher have been
following up eyeball

295
00:20:14,909 --> 00:20:18,739
on about I your I threw my back up

296
00:20:18,739 --> 00:20:22,179
i'ma see the point black sixth want to
build up

297
00:20:22,179 --> 00:20:25,538
three points wanna put up if you want at
one point that's

298
00:20:25,538 --> 00:20:28,788
born in two points final on and in the
third point is

299
00:20:28,788 --> 00:20:30,900
you know people

300
00:20:30,900 --> 00:20:35,490
amazon says only 11 if its permanent
employees have been dismissed for

301
00:20:35,490 --> 00:20:36,720
attendance this year

302
00:20:36,720 --> 00:20:39,950
in the system they use is fair and
predictable

303
00:20:39,950 --> 00:20:43,319
back in the warehouse

304
00:20:43,319 --> 00:20:46,960
Adams picking up disciplinary points
being late

305
00:20:46,960 --> 00:20:50,259
costs half a point and Adams been late
twice

306
00:20:50,259 --> 00:20:54,559
but then he's told there's another late
he didn't know about

307
00:20:54,559 --> 00:20:56,839
whose same spot

308
00:20:56,839 --> 00:20:59,639
by two minutes

309
00:20:59,640 --> 00:21:03,070
thing you know about of time over get
away with it

310
00:21:03,069 --> 00:21:06,369
so

311
00:21:06,369 --> 00:21:09,839
for being two minutes late he's got
another half a point

312
00:21:09,839 --> 00:21:15,908
it's getting more serious he has one and
a half points

313
00:21:15,909 --> 00:21:18,200
right

314
00:21:18,200 --> 00:21:23,630
along with three cool

315
00:21:23,630 --> 00:21:27,110
the points will be cleared from his
record after three months

316
00:21:27,109 --> 00:21:31,428
but even if Adam doesn't reached three
points might not keep his job

317
00:21:31,429 --> 00:21:36,090
Amazon is taking on 15,000 temporary
workers for Christmas

318
00:21:36,089 --> 00:21:42,819
Adams told after the holidays those with
the worst records Wilco

319
00:21:42,819 --> 00:21:45,628
I'll school year

320
00:21:45,628 --> 00:21:47,299
Co

321
00:21:47,299 --> 00:21:50,369
called they got it

322
00:21:50,369 --> 00:21:54,479
been told like fun to

323
00:21:54,480 --> 00:21:57,509
isn't is no general aired out

324
00:21:57,509 --> 00:22:03,650
for the last its

325
00:22:03,650 --> 00:22:07,220
organization justice it's not my boss

326
00:22:07,220 --> 00:22:11,779
is a writer and treats me badly these
unfair to me it's not that

327
00:22:11,779 --> 00:22:15,569
it's the sense that the way the
organization is structured

328
00:22:15,569 --> 00:22:18,859
is unjust and is injustice

329
00:22:18,859 --> 00:22:23,889
up Amazon strongly denies exploiting its
workers

330
00:22:23,890 --> 00:22:27,930
or dismissing them without good reason
it says it's created

331
00:22:27,930 --> 00:22:31,090
2300 new permanent positions

332
00:22:31,089 --> 00:22:35,629
but simply cannot retain 15,000 seasonal
workers

333
00:22:35,630 --> 00:22:40,720
up

334
00:22:40,720 --> 00:22:44,730
local book trade a poll came is still
struggling to compete

335
00:22:44,730 --> 00:22:47,739
today he's closing his shop in Monmouth

336
00:22:47,739 --> 00:22:51,220
it's the 7th East closed in the last
five years

337
00:22:51,220 --> 00:22:55,139
shot will close a

338
00:22:55,138 --> 00:22:59,719
the next 30 minutes tonight we'll stop
take the shop

339
00:22:59,720 --> 00:23:03,028
and tomorrow cover my lights will be up

340
00:23:03,028 --> 00:23:06,730
I will pack every go away so

341
00:23:06,730 --> 00:23:10,308
the difficult emotional I'm

342
00:23:10,308 --> 00:23:14,220
something you wanna go through is often
arrive at two over the past five years

343
00:23:14,220 --> 00:23:19,108
that's ok I thanks for all the support

344
00:23:19,108 --> 00:23:22,138
you know we tried so yes it's a sad day

345
00:23:22,138 --> 00:23:27,000
that's thanks again for everything

346
00:23:27,000 --> 00:23:30,640
all good things come to an end

347
00:23:30,640 --> 00:23:35,630
cool

348
00:23:35,630 --> 00:23:42,099
difficult

349
00:23:42,098 --> 00:23:45,999
back in the warehouse adam has told his
manages about his blisters

350
00:23:45,999 --> 00:23:49,868
is being moved to a picking jobs that
involves less walking

351
00:23:49,868 --> 00:23:56,599
but it's still more than six miles a
night would be right and a bust

352
00:23:56,599 --> 00:24:00,209
Kandu last couple hours started hips

353
00:24:00,210 --> 00:24:03,090
accurate about

354
00:24:03,089 --> 00:24:08,609
to go there is for everybody school on
this job he works

355
00:24:08,609 --> 00:24:13,179
a smaller area but has higher targets
he's hitting them some love the time

356
00:24:13,180 --> 00:24:16,490
points and unique really gonna hockey 26

357
00:24:16,490 --> 00:24:20,009
aka targets tournament and coca should

358
00:24:20,009 --> 00:24:23,920
probably on of we butts

359
00:24:23,920 --> 00:24:28,220
he always tires as the shift wears on
his pic Great Falls

360
00:24:28,220 --> 00:24:31,549
the managers can see it 151

361
00:24:31,549 --> 00:24:37,869
of far

362
00:24:37,869 --> 00:24:40,928
so yeah entire yeah same

363
00:24:40,929 --> 00:24:44,538
Sherwin Stowers yeah plus a couple hours
talk

364
00:24:44,538 --> 00:24:48,009
I am tracked wrong answer

365
00:24:48,009 --> 00:24:49,660
time

366
00:24:49,660 --> 00:24:55,410
as like last go the

367
00:24:55,410 --> 00:25:01,110
the ha on another shift

368
00:25:01,109 --> 00:25:06,069
Adam feels unwell so has to go home
that's another disciplinary offence

369
00:25:06,069 --> 00:25:11,389
and another half a point so when he
comes in for his neck shift

370
00:25:11,390 --> 00:25:14,530
he's up to two points that means a final
warning

371
00:25:14,529 --> 00:25:17,579
stocked up on a constant

372
00:25:17,579 --> 00:25:19,539
point

373
00:25:19,539 --> 00:25:22,379
feel better have it name

374
00:25:22,380 --> 00:25:28,520
site

375
00:25:28,519 --> 00:25:29,490
yes

376
00:25:29,490 --> 00:25:30,348
Sep

377
00:25:30,348 --> 00:25:36,749
I dampen price Rs yep

378
00:25:36,749 --> 00:25:39,179
Adams now back on the two for ships

379
00:25:39,179 --> 00:25:42,340
his own two points and has a final
warning

380
00:25:42,339 --> 00:25:46,558
we think he's seen enough and he resigns
for Adam

381
00:25:46,558 --> 00:25:50,190
life behind the click was heart

382
00:25:50,190 --> 00:25:53,269
like a lot of people I'm used to arm is
in

383
00:25:53,269 --> 00:25:56,999
hours costumer months convenience and
brights

384
00:25:56,999 --> 00:26:01,038
so I saw for if I was going to go work
for the company

385
00:26:01,038 --> 00:26:04,278
it would so be a hoppy positive place
boy

386
00:26:04,278 --> 00:26:07,298
seems to be and the complete opposite
squamous

387
00:26:07,298 --> 00:26:10,519
it's not not like any other job of time
before

388
00:26:10,519 --> 00:26:14,038
up but

389
00:26:14,038 --> 00:26:18,259
poll came the Cardiff book trader is
trying to fight back

390
00:26:18,259 --> 00:26:22,329
tonight is the launch party Paul has got
his own website

391
00:26:22,329 --> 00:26:26,178
long-overdue a

392
00:26:26,179 --> 00:26:29,490
a dream I sensed if you like to own

393
00:26:29,490 --> 00:26:32,558
I think we should kick it together I
just a

394
00:26:32,558 --> 00:26:36,628
to launch it goal I'm ok

395
00:26:36,628 --> 00:26:42,528
will be able to be more competitive with
license

396
00:26:42,528 --> 00:26:46,240
I S fifty percent the Amazon

397
00:26:46,240 --> 00:26:50,909
we can use to stop box a bit more but
it's a free games

398
00:26:50,909 --> 00:26:54,399
can't beat em join em there's no doubt

399
00:26:54,398 --> 00:26:57,538
amazon has forced the competition to
change

400
00:26:57,538 --> 00:27:02,210
they've told us they rely on the good
judgment of thousands of employees

401
00:27:02,210 --> 00:27:06,038
together where working hard to make sure
where better tomorrow

402
00:27:06,038 --> 00:27:09,538
than we are today what certainly true

403
00:27:09,538 --> 00:27:13,169
is from click to delivery they're cheap
and efficient

404
00:27:13,169 --> 00:27:16,860
but does that efficiency come at a price
for workers

405
00:27:16,859 --> 00:27:20,888
this is happening in our backyard this
is happening in this country

406
00:27:20,888 --> 00:27:25,308
and thus been seduced by getting a
couple pounds of product

407
00:27:25,308 --> 00:27:28,700
you go to of yourself what price are we
paying

408
00:27:28,700 --> 00:27:33,369
now if you say to me yeah but they're
always going to be menial jobs

409
00:27:33,368 --> 00:27:36,990
of course but we can make them better or
worse

410
00:27:36,990 --> 00:27:40,298
and it seems to me that denounces
efficiency

411
00:27:40,298 --> 00:27:44,269
at the cost all individual's health and
well-being

412
00:27:44,269 --> 00:27:50,179
it's gonna be balanced

413
00:27:50,179 --> 00:27:54,788
millions overs will be buying presents
on Amazon over the next couple of weeks

414
00:27:54,788 --> 00:27:57,939
the Amazon click has made a Christmas
easier

415
00:27:57,939 --> 00:28:02,829
and given as more time but the fetching
and carrying hasn't gone away

416
00:28:02,828 --> 00:28:06,188
it's just being done by someone else

417
00:28:06,189 --> 00:28:13,189
working hard and up against the clock

418
00:28:14,500 --> 00:28:17,130
next week the billion pound question

419
00:28:17,130 --> 00:28:21,840
how safe is our rage mode we investigate
what happens to cash

420
00:28:21,839 --> 00:28:28,250
that should be saving lives

421
00:28:28,250 --> 00:28:32,700
blackmail and corruption in the highest
a place is next on bbc1 has read and

422
00:28:32,700 --> 00:28:33,440
check some

423
00:28:33,440 --> 00:28:40,440
don't see eye to eye on purpose tree

424
00:28:47,279 --> 00:28:47,529
1