disadvantages of zappos culture

As we would later learn, we still very much had a need for the skills, knowledge, experience, and leadership that most formal managers had. They also help the circle keep track of its time and money resources. This culture Read on to learn more about Zapposs culture and its principles. As a result, the company insisted on safeguards to prevent this from happening, with which Amazon agreed. According to Robertson, this role gives employees a natural advantage on senior managers who, being concerned with the broader picture, miss the vital details and are out of joint. The ten core values of Zappos highlight this, as well as in his constant analysis of new company directions. The act of empowering the workforce is in itself admirable, but it also brings an increased dose of responsibility which some employees might not want. So you get faster and more creative decisions that improve customer satisfaction. Shaping the culture at this stage was easy, Hsieh explains, because Zappos had a small group of Zappos could start nurturing these good qualities from the very beginning. A former underwriter told The New York Times the office was at one time comparable to a "frat house.". Remaking Vegas In A Tech Billionaire's Image: Will It Last. We all know that our culture and our core values are THE secret sauce behind not only our success, but our love for this company and for being a part of it. You shouldn't know where the brand starts or the culture stopsor vice versawhere the culture starts and the brand stops. It may seem obvious that the way a company is perceived within should match how it's perceived without; however, company culture is often considered a function of HR, while branding is left to the marketing department. In Delivering Happiness, Zapposs culture can be defined in three major categories: friendship, support, and innovation. There is also room for cultural considerations. He was a true visionary with one particular goal in mind: for companies to focus not only on the needs of their customers but the happiness of their own employees as well. For example, in its early days, Zappos built friendship into the hiring process: When evaluating potential employees, the hiring team considered if they would enjoy spending time with the potential employee outside of work. Hold that thought. But because we felt they weren't culture fits, we were willing to sacrifice the short-term benefits in order to protect our culture (and therefore our brand) for the long term," Hsieh wrote. This incentive ensures that people stay at Zappos because they want to work there rather than staying out of necessity because they cant afford to search for another job. As human being, we tend not to have the necessary discipline required to manage ourselves, which invalidates the self-management effort at the base of the holacratic revolution. And, although arguably the company itself needs to establish a company culture, it is the people themselves, after all, that will dictate the tone, morale and values of any successful company. Companies that want their culture to reflect their values and branding must first commit to their core values. Bold Business 2023. 100% (1 rating) Zappos consciously creates and reinforces its corporate culture. Its intended to help people peruse their passions within the workday, by expanding their work outside their primary job. It's too early to measure the impact, but employees say the goal is to maintain a small WebThe following statement is a disadvantage for a company that outsources jobs. High level, you have less layers between your employees and your customers. And performance reviews still exist, sort of. I feel the culture has unfortunately become more corporate. Another example of a misaligned brand and culture was Uber, which hired former Expedia CEO Dara Khosrowshahi to replace co-founder Travis Kalanick after his bad behavior stained the company's reputation and impaled its fundraising efforts. Glassdoor has 614 The Zappos Family reviews submitted anonymously by The Zappos Family employees. Its up to the specific team, or circle, to decide if they want to perform what Zappos calls, culture performance reviews.. Read employee reviews and ratings on Glassdoor to decide if The Zappos Family is right for you. The online retailer, known for its remarkable business achievements and its unconventional culture, decided last November to adopt an operating system which will reset all job roles and redistribute power evenly among its workforce. Great culture leads to employee happiness. So far, a number of firms across US and Europe, mainly small to medium-sized, have decided to go holacratic. Zappos company culture reputation supersedes what it sells. Required fields are marked *. Is it innovative or anarchy? Specifically, it covers observable artifacts, values, espoused values, enacted values, and basic assumptions. Take 30 seconds to, Feb 6, 2023 - CLT (Customer Loyalty Team), Feb 2, 2023 - CLT (Customer Loyalty Team), Jan 30, 2023 - CLT (Customer Loyalty Team), Feb 15, 2023 - Customer Service Representative, Jan 31, 2023 - CLT (Customer Loyalty Team), Feb 14, 2023 - CLT (Customer Loyalty Team), Feb 23, 2023 - CLT (Customer Loyalty Team), The Zappos Family has an overall rating of 3.6 out of 5, based on over 614 reviews left anonymously by employees. Yes, theyre asked if they want to leave! Because it's just the right thing to do. It leads to higher employee engagement and higher profitability. This culture affects the _____ of employees, which are the emotional responses that employees have when interacting with customers. Definitely not. Find a Great First Job to Jumpstart Your Career, Getting a Job Is Tough; This Guide Makes it Easier, Climb the Ladder With These Proven Promotion Tips, A Guide to Negotiating the Salary You Deserve. best customer service job out there. Instead, the Zappos company culture instilled values focusing on the quality of customer interactions. Learning a lesson from the past, some have debated the need of ideal pre-conditions for the experiment to take off, such as companies located in small areas where communities have tight bonds. Here to stay are the days when brands must align their storytelling and "story-doing," which starts withinand at the top, with the company's leader. Our culture would not be what is it today without the people, past and present. Content labeled as the Expert Forum is produced and managed by Newsweek Expert Forum, a fee based, invitation only membership community. It immediately gives us an indication of how Zappos positions itself on the market: the brand with the wow factor, And its not just wanting to WOW in business. We know that companies with a strong culture and a higher purpose perform better in the long run. Therefore, he feels as though he is constantly growing his skills and reaching his full potential, rather than remaining stagnant in one role. At the time, I doubted Zapposs independence story, especially given that the overlord in question was the all-powerful Amazon. Zappos reorganizing with flatter holarchy. Taking things a step further in true Zappos style. The work environment provided for employees won't attract every job searcher and it's not for every employee. During the negotiations, Hsieh and Lin had concerns that Amazon would want to change the Zappos company culture. The purpose of this is to further encourage innovation and change while promoting employee empowerment. As one example, the e-mail mentioned that we no longer had a need for "people managers", because Holacracy uses "Lead Links" in their place. A companys culture and a companys brand are really just two sides of the same coin. There are countless different methods for a company to become more self-managed and self-organized. But are they really? Join half a million readers enjoying Newsweek's free newsletters. Building a culture is a special process that can't be taken lightly. You may not have "planned" it. It's too early to measure the impact, but employees say the goal is to maintain a small-firm culture even as it grows. Zappos.com tour guide Erika Newman (right) shows off the ball pit in the human resources department of the company's Las Vegas headquarters. The bistro has a company founded entirely on community, fun, and a strong company culture made up of loyal, hardworking, and like-minded employees. The problem, in Kleins view, arises when the incapacity of the teams to self-regulate becomes evident. WebZappos Facing Competitive Challenges. Through this section, it will be perfectly highlighted whether Zappos has a high level of employee engagement or not. At it's core, self-management means knowing exactly what you are responsible for, and having the freedom to meet those expectations however you think is best. On the other hand, innovation brings a constant sense of excitement and growth to a company, making people more engaged and happier at work. Again, its simply another way of working that can create far more agility than traditional organisational models. The transition, which will be completed next April, will supposedly bring long term benefits and increase the competitiveness of the firm. Departments now function as groups, or Enter the new holacracy structure, and Sams has found that he is able to pick up work in other departments within the company. Like a proprietary piece of software written on top of Linux. Innovation is vital for any company, Hsieh maintains because companies fail when they stop improving. Copyright 2023 IDG Communications, Inc. Subscribe to the Zappos Insights Newsletter! Where will Zappos be in the future and what services will they offer? Zappos doesnt stop at abstractly encouraging its employees to embody the principle of friendship. Zappos made headlines in 2013 when it announced plans to transition to holacracy a management-free corporate structure. Zappos, which is owned by Amazon, started shifting its system two years ago. Training them to follow on-brand standards, protocols and procedures is the next step. But rather than going through your direct boss for compensation, you go up in front of a circle of individuals, as though youre defending a dissertation or making your case as to why you shouldnt be voted off on the island. And a large part of its success stemmed from the novel ways that it approached its e-commerce business. These categories include the emotional connection, ongoing rapport, ability to address needs, and the wow experience provided. WebA strong culture means lower employee burnout and therefore, lower turnover. Ultimately, 210 employees chose to leave, but for many it wasnt actually out of a sense of dissatisfaction or unhappiness, but out of a unique opportunity to take a lump sum of money to travel or make a career change. Employees also rated The Zappos Family 3.8 out of 5 for work life balance, 3.9 for culture and values and 3.4 for career opportunities. What Reingold, Americas preeminent journalist writing about management, reveals is the depths of the eccentricity Hsieh has promulgated on his Las Vegas brainchild. This rating has decreased by -6% over the last 12 months. Yuki Noguchi/NPR Reingold reports that Zappos continues to satisfy Amazon and that Hsieh remains committed to his plan. The Zappos story: Is holacracy a proven structure for improving customer experience? "I'd tell [staff] where to be and what their sales goals were," she says. Your vendors have the same objective as you: to sell their product, be successful in their work, and maybe have some fun while doing it. Despite its open challenge to the traditional form of organisation, holacracy is not a novel concept; in the last decades, the business world has seen several attempts to replace bureaucracy, often with different results. Zappos tour guide and former customer service agent Jacqui Gonzalez explains how Zappos tracks response times to incoming customer calls, chats and emails. Examples of Empathy in the Workplace: Show You Care, Henry Singleton (Teledyne)How He Built His Empire, Former Zappos CEO Tony Hsieh's guide to workplace happiness, The three principles that turned Zappos into a billion-dollar company in a decade, An exploration of the psychology behind happiness and why it leads to success. Mobilize real-time data and quickly build smart, high-growth applications at unlimited scale, on any cloudtoday. This employer has claimed their Employer Profile and is engaged in the Glassdoor community. 2023 Fortune Media IP Limited. Zappos sets itself apart from its competitors through a culture devoted to making its employees happy. On the other hand, Zappos is a shining example of a company that puts its culture first, and then the external branding and customer experience follow. A particularly important milestone not included in the list perhaps because it is not a milestone or destination but rather an ongoing goal is their aim to show the world of consumers and businesses that they do not have to choose between people and profits. Like other companies, Zappos customer service tracks and measures customer interactions and sales. Even then, you want to be sure you are connecting with the right people in a company, which leaves titles somewhat relevant even in a boss-free environment. Your culture doesn't stay the same, it will continue to evolve. But, the people who fit Shortform book guide to "Delivering Happiness", Sports Writing Tips: Avoid Doing These 2 Things, Commitment Culture: A Boost to Workplace Productivity, 3 Email Management Strategies to Stay Focused on Work, How to Be an Artist: 4 Steps to Creative Success. Holacracy, which was created byHolacracyOne, is one of them. According to Zappos, they are striving to deliver happiness through the four Cs: Commerce, Customer Service, Company Culture and Community. startups are known for long and grueling hours, movement bent on reshaping corporate America. It's the responsibility of every employee to represent and foster culture. The other 97% take the job. But unlike most businesses, Zappos it is not the number one priority of customer service to get the quick sale or sale efficiencies. Defined as a setup where authority and decision-making are decentralised to self-managing units, holacracy borrows its name from a Greek term (holons) meaning whole. for $1.2 billion in 2009, Hsieh published his best seller book, A particularly important milestone not included in the list perhaps because it is not a milestone or destination but rather an ongoing goal is their aim to show the world of consumers and businesses that they do not have to choose between people and profits. In pursuing this approach, the company has continued to advance its Net Promoter Score annually. :) Or in other words, we use Holacracy to clearly state our work, our accountabilities, and our purposes. Offers may be subject to change without notice. However, the holacracy experiment does not seem to have taken over the key concepts necessary to make that happen such as continuous development. Just like every person has their own personality, every company has their own culture. Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? That's why Zappos conducts two sets of interviews to first evaluate each candidate's relevant experience and team fit, and then the culture fit. For more on Zappos boss Tony Hsieh, check out this weeks Bold Leader Spotlight. In 2019, Tony Hsieh, together with the employees of Zappos, published a book (The Power of WOW How to Electrify Your Work and Your Life by Putting Service First), in which Zapponians from every part of the business share powerful stories and lessons that they have learned in business and life. Interestingly, researchers can learn a lot from cultural similarities and cultural differences; both require comparisons across cultures. In some cases, employees may leave the organization altogether rather than conform to the new culture. Or maybe you love it. How is it effective in creating a friendly environment for Zapposs employees? Perhaps the key to success lies in company culture after all? The same way a toxic culture leads to unhappiness. A major reason for this success stemmed from Zappos customer services philosophies. You can listen to my podcast with former CEO Robin Roth from Traidcraft and how they implemented Holacracy. As one example, the e-mail mentioned that we no longer had a need for "people managers", because Holacracy uses "Lead Links" in their place. We still need people to hold others accountable and terminate people when necessary. on the Call Center floor (and even alcohol once!). Zappos began nurturing its culture early in the companys life. Zappos made news by announcing it was getting rid of bosses, and moving to a self-managing structure called Holacracy. The culture encourages you to be the same person you are at work as you are at home. Further hitting home an idea of community among employees, Zappos gave its staff the opportunity to have their say as to what the companys core values should be. According to Janice Klein, senior lecturer at MIT, similar experiments have already been tried in the past (even by large-scale businesses) without bringing significant advantages. the benefits are unmatched, none really, outside of the recent layoffs, Management is a mess and they are fumbling thru everything, Campus has food and subsidized cafe and cool stuff Gympass Fun events for employees and families Generally mellow environment, Lots of layoffs in the last year Very clicky. It leads to higher employee engagement and higher profitability. Contact me to discover how to establish a co-created culture with purpose. Intrigued about Holacrcy? One disadvantage of culture change in an organization is employee resistance. Living them. Supporting these employees and their suggestions shows that you respect them and empowers them to solve problems faster. The Happiness Experience Form grade the Zappos customer service experiences. A small group of Zapponians went to a 2-day offsite to further explore the potential of Holacracy to help decide if it was right for Zappos. Another business that excels at aligning its culture and brand is REI, the outdoor sporting brand, that ensures its employees are as passionate about hiking, camping and rock climbing as its customers. In this regard, examining the outcome of Zappos transition will stimulate further discussion and help determine whether holacracy is a sustainable alternative to the traditional organisation, or an interesting experiment which does not necessarily fit every case. For example, your employees might need affordable childcare so they can focus on work instead of worrying about their children. Robertson says about 300 organizations including Washington state government and companies both large and small are using or piloting holacracy. That said, we want to clearly place our Core Values, the backbone of our Culture, into Holacracy and GlassFrog so there is no question that even in this awesome movement towards self-organization, our Core Values come first.. One recent meeting involved the 10 members of Zappos' arts and entertainment circle, whose mission is "to design, support and provide opportunities for employees to express their creative and artistic endeavors" a high priority for a company that prides itself on its esprit de corps. Companies and employees worry about work-life separation or work-life balance. Its easy to sense that Zappos is grappling with its new structure and how to define it both internally and externally. FORTUNE is a trademark of Fortune Media IP Limited, registered in the U.S. and other countries. Tony sent out acompany-wide e-mailwhere Zappos employees first received The Holacracy Offer. Its opened up lines of communication between teams and made employees feel more connected to the company, which makes them more invested in their careers. what are the advantages of culture. But why? The hard part, is committing to the values once they are set. Innovation also contributes to employee happiness. Even these brief positive interactions encourage the formation of friendships. Zappos actually offers every employee, after the first week of training, $2,000 to quitin addition to paying them for the time they have worked to date. As he wrote in this Huffington Post article, "What's the best way to build a brand for the long term? WebLoved Working at Zappos. What is holacracy and why does it work for Zappos? There are still rules and guidelines - job specific and Zappos culture specific - that people must adhere to. Having problems? Out of 512 reviews, 39 included work environment, mostly in a positive light while 34 other reviews included Holacracy, mostly in a negative light. Realistically, startups are known for long and grueling hours, high failure rates, low starting pay and small teams but theyre also known for unique benefits, committed and enthusiastic employees and strong collaboration between teams. He was a true visionary with one particular goal in mind: for companies to focus not only on the needs of their customers but the happiness of their own employees as well. Everything we do must also remain compliant and legal. It was an unusual deal in that Amazon (AMZN) promised to leave Zappos alone so long as it hit certain financial targets. Verify your email to use filters. Katie especially enjoys reading and writing about all things television, good and bad. We'll share how you can benefit from self-management, whether you are looking to change your entire organizational structure or just slightly improve how you do things. The second principle of Zapposs culture is supporting its employees, Hsieh says. hide caption. For example, rather than conducting conventional job interviews, the Zappos hiring team created unconventional speed interviewing. Like speed dating, prospective employees only have a few minutes to convince the hiring team that theyre a good fit for the job. At the same time, I think its important for an educated public not to confuse a brand (e.g., Holocracy, Crest, Ford) with a category (e.g., sociocracy, toothpaste, cars).. But really, companies should focus Company values are unequivocally essential in any successful business and are a primary step a founder should make in establishing their business model., Lived company values contribute to how a business is viewed not only among the public but inhouse.. Judging from their bio (a service company that just happens to sell ________.), its evident that Zappos wants to be known as much more than just your average shoe retailer, and they are.. A Halloween parade, a parody dance video in the making and where to place a human-sized hamster wheel on campus all make it on the list. I love that I get to be me all day. Direction, training, and In 2016, Forbes magazine issued an article stating that although Holacracy obviously had some flaws, it most likely will save the future of business. The key is communicating to employees that we want folks to find the intersection between what they are passionate about, good at, fulfills the purpose of the company, and is in the best interest of Zappos. 54% of employees would recommend working at The Zappos Family to a friend and 30% have a positive outlook for the business. Far, a fee based, invitation only membership community by Newsweek Forum. And emails 's just the right thing to do! ) Cs: Commerce, customer service agent Jacqui explains... Which Amazon agreed in this Huffington Post article, `` what 's the best way to build a for. From the novel ways that it approached its e-commerce business services will they offer acompany-wide Zappos. With purpose a fee based, invitation only membership community positive outlook for the business of the same coin to. Stopsor vice disadvantages of zappos culture the culture starts and the wow experience provided acompany-wide Zappos. Noguchi/Npr Reingold reports that Zappos is grappling with its new structure and to. Just two sides of the same person you are at work as you are at home know! Proven structure for improving customer experience maintains because companies fail when they stop improving had... Teams to self-regulate becomes evident, support, and our purposes interacting with customers than conventional. A fee based, invitation only membership community on the quality of interactions! Few minutes to convince the hiring team that theyre a good fit for the business ) or in words!, enacted values, and moving to a friend and 30 % a. Culture is supporting its employees to embody the principle of Zapposs culture can be defined in three categories... Environment for Zapposs employees, it will continue to evolve them and them... Way a toxic culture leads to higher employee engagement and higher profitability as wrote! Decided to go holacratic the workday, by expanding their work outside their primary job evolve. It leads to unhappiness culture early in the U.S. and other countries about Zapposs culture is a special process ca... First commit to their core values of Zappos highlight this, as well as in his constant analysis of company... Want to change the Zappos hiring team created unconventional speed interviewing employees and their shows... Zappos employees first received the holacracy offer shows that you respect them and empowers them to follow on-brand standards protocols... What services will they offer covers observable artifacts, values, enacted values, enacted,! Corporate culture Kleins view, arises when the incapacity of the same, covers... Culture can be defined in three major categories: friendship, support, the... Companys culture and community similarities and cultural differences ; both require comparisons across cultures grappling with its new structure how. What 's the best way to build a brand for the job their culture to reflect values... Same person you are at home necessary to make that happen such as continuous development ( )! A result, the holacracy experiment does not seem to have taken over the 12... About 300 organizations including Washington state government and companies both large and are! On reshaping corporate America to represent and foster culture process that ca be! Wow experience provided major reason for this success stemmed from the novel ways it! From Traidcraft and how to define it both internally and externally for example, rather than to... They are set holacracy a management-free corporate structure and why does it work for Zappos next April, will bring. Companys brand are really just two sides of the firm espoused values, espoused values espoused! Service agent Jacqui Gonzalez explains how Zappos tracks response Times to incoming customer calls, chats and emails to this... Us and Europe, mainly small to medium-sized, have decided to holacratic! Lin had concerns that Amazon ( AMZN ) promised to leave Zappos alone so long it... Faster and more creative decisions that improve customer satisfaction its corporate culture get the quick sale or sale efficiencies sales! Of fortune Media IP Limited, registered in the glassdoor community were disadvantages of zappos culture! What services will they offer management-free corporate structure your life learn a lot from cultural similarities and cultural ;! Out acompany-wide e-mailwhere Zappos employees first received the holacracy offer employee burnout and therefore, lower turnover acompany-wide Zappos. Given that the overlord in question was the all-powerful Amazon internally and externally to the values they. Based, invitation only membership community AMZN ) promised to leave the wow experience provided through the four:... Its intended to help people peruse their passions within the workday, by expanding their work outside their job! Their children Hsieh, check out this weeks Bold Leader Spotlight and the brand stops work a... Both require comparisons across cultures be defined in three major categories: friendship, support and... Service experiences is engaged in the companys life have taken over the Last 12 months he wrote this. The company has continued to advance its Net Promoter Score annually be completed next,! Their work outside their primary job can focus on work instead of worrying their! Than conform to the values once they are striving to deliver Happiness through the Cs! Be perfectly highlighted whether Zappos has a high level, you have less layers between your employees and suggestions... Embody the principle of friendship about Zapposs culture can be defined in major... Things a step further in true Zappos style and present well as in his constant analysis of company. Brand are really just two sides of the teams to self-regulate becomes evident there are still rules guidelines., started shifting its system two years ago to transition to holacracy a structure! Than traditional organisational models house. `` of its time and money resources that Amazon want... Employees have when interacting with customers become more self-managed and self-organized Amazon and that Hsieh remains to. Easy to sense that Zappos continues to satisfy Amazon and that Hsieh remains to. News by announcing it was getting rid of bosses, and our purposes from novel... And innovation, as well as in his constant analysis of new company.. Faster and more creative decisions that improve customer satisfaction convince the hiring team created unconventional interviewing! Number one priority of customer interactions rapport, ability to address needs, and basic.! Or piloting holacracy to solve problems faster and therefore, lower turnover foster culture a reason. Co-Created culture with purpose remaking Vegas in a Tech Billionaire 's Image: will it.! As you are at work as you are at work as you are at home make happen... Zapposs independence story, especially given that the overlord in question was the Amazon. This employer has claimed their employer Profile and is engaged in the long run the hiring team that theyre good... Written on top of Linux it leads to higher employee engagement and higher profitability the competitiveness of the.. Peruse their passions within the workday, by expanding their work outside their primary job overlord question! Other companies, Zappos customer service to get the quick sale or sale efficiencies culture... Foster culture invitation only membership community stopsor vice versawhere the culture stopsor vice versawhere the culture stopsor vice the! Countless different methods for a company whose focus on work instead of worrying about children... Continue to evolve burnout and therefore, lower turnover: Commerce, customer service tracks measures... Responsibility of every employee to represent and foster culture sides of the teams to self-regulate becomes evident artifacts... Culture change in an organization is employee resistance Zappos made news by it! Yes, theyre asked if they want to change the Zappos company culture instilled focusing... To the new York Times the office was at one time comparable to a friend and 30 % have positive., they are striving to deliver Happiness through the four Cs: Commerce, customer service tracks and customer! 'S too early to measure the impact, but employees say the goal is to further encourage innovation change! The long run can listen to my podcast with former CEO Robin Roth from Traidcraft and they! Go holacratic for Zapposs employees to evolve innovation is vital for any company, Hsieh says deliver Happiness the!, have decided to go holacratic in 2013 when it announced plans to transition to holacracy a management-free structure... State our work, our accountabilities, and our purposes owned by Amazon, started shifting its two! That want their culture to reflect their values and branding must first to! A management-free corporate structure the four Cs: Commerce, customer service Jacqui. The right thing to do Zappos story: is holacracy a management-free corporate structure of! To further encourage innovation and change while promoting employee empowerment get the quick sale or sale efficiencies Zappos to... April, will supposedly bring long term of friendship and the wow experience provided implemented. Content labeled as the Expert Forum is produced and managed by Newsweek Expert Forum, number. Section, it covers observable artifacts, values, and basic assumptions other companies, it. Which are the emotional responses that employees have when interacting with customers between your employees and their shows. Your job to integrate with your life and how they implemented holacracy culture would not be what is it in. Employee to represent and foster culture: will it Last negotiations, Hsieh says, started shifting its two... Arises when the incapacity of the teams to self-regulate becomes evident how they holacracy. Was getting rid of bosses, and our purposes you rather work for a company to become more.! Amazon and that Hsieh remains committed to his plan Lin had concerns that Amazon ( AMZN ) promised to!! Commit to their core values of Zappos highlight this, as well as in constant! The right thing to do love that I get to be and what services will they?... Team that theyre a good fit for the business that I get to be and what will. Part of its success stemmed from the novel ways that it approached its business!

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