Question

Please note, questions 1 and 2 have already been answered and are listed down below. I need help with question 3.

Case Study: Topic and Detailed Instructions

A central theme of contemporary operations management is focus on the customer. This is commonly understood to mean that if a company does focus on its customers and it if is able to consistently deliver what the customer wants in a cost-effective manner, then the company should be successful. The hard part is to be able to truly understand what the customer wants. Translating what the customer wants into a deliverable product (meaning some combination of goods and services) and designing a set of processes that will consistently deliver the product in a cost-effective manner are every bit as difficult. Finally, connecting the management of these products and processes to obtain desired business outcomes of the organization is a further challenge.

The Setting: Uber Technologies, Inc.
The $41 billion dollar firm Uber Technology, Inc. is unsettling the traditional taxi business. In over 40 countries and 240 markets around the world, Uber and similar companies are challenging the existing taxi business model. Uber and its growing list of competitors, Lyft, Sidecar, and Flywheel in America, and fledgling rivals in Europe, Asia, and India, think their smart phone apps can provide a new and improved way to call a taxi. This disruptive business model uses an app to arrange rides between riders and cars, theoretically a nearby car, which is tracked by the app. The Uber system also provides a history of rides, routes, and fees as well as automatic billing. In addition, driver and rider are also allowed to evaluate each other. The services are increasingly popular, worrying established taxi services in cities from New York to Berlin, and from Rio de Janeiro to Bangkok. In many markets, Uber has proven to be the best, fastest, and most reliable way to find a ride. Consumers worldwide are endorsing the system as a replacement for the usual taxi ride. As the most established competitor in the field, Uber is putting more cars on the road, meaning faster pickup times, which should attract even more riders, which in turn attracts even more drivers, and so on. This growth cycle may speed the demise of the existing taxi businesses as well as provide substantial competition for firms with a technology-oriented model similar to Uber's. In this case study, you will write a paper that addresses the following questions.

Question 1) Answered Below: Make a list of ride-sharing attributes that are important to you as a customer. Think like a customer and brainstorm a list of attributes that are important when it comes to ride services such as Uber. Briefly discuss each attribute.

Added efficiency by uber -

1. Uber allows ooking of cab worry free, without bargaining with drivers, following it up with teavel agencies, drives are filled with convenience like cashless or cash, free wifi, free mobile chargin, car pools etc.

2. those who do not know how to book a cab say like oldies at home or grandparents kind of people, they can get help from their closed once sitting at any cornor of the world which is difficult with treditional taxi system.

3. long wait to taxi stands is over, there will be time when no taxi stands would be required, it will save space for parking and making taxi lay by areas as uber taxi drivers own the cars and they can park their cars anywhere like the owners of the cars do.

4. more systematic approach towards traditional taxi system, it does not break the system, rather the same taxi owners are employed as uber drivers.

5. supply of food service like uber eats is added advantage to the society.

6. uber credits facility is available to individual user, while old system used to give credit to only corporate clients.

7. uber pool - less pollution, less cars, less expensive with reasonable amount of convenience.

trucking industry and uber model.....

i think it can work with some level of adjustments. as trucks are rented for longer period of times and it also involves mannual labour to load and unload the trucks. i beileve if the labout part is taken care of than one can think uber kind of players to enter in this segment. already apps like LYNK in india are giving this kind of facility with less features than uber as it simply involves renting and pricing of trucks through a app, tracking is not available in it as of now.

hence few parameters need deep research before uber can replicate its system into truck industry, but as of now uber can not or should not enter into it.

Other areas or industries where uber can be used.....

1. food delivery - like uber has already entered into it by giving food delivery through uber eats.

2. medicin delivery - can be next thing uber might try.

3. embulance service - for faster and reliable service

4. payment bank - with pay feature they can enter into payment app with facility to make payments to third party vendos.

Question 2) Answered: Now design those attributes into a ride-sharing process. Associate with each attribute/customer requirement a measure that would ensure that the process meets the requirement

To order for the driver and driver to understand it quickly and the data reflected there should be always exact distances and costs, the device or program should be very user-friendly.The consumer will be specifically marked with taxes and charges on parking if such charges, along with all fees, have to be charged by the consumer. During a share trip, the driver should be aware of every aspect.As there are various types of people who, as a customer, have different ideas, no operation should be carried out that disturbs another customer or driver. There should be appropriate guidelines and regulations to ensure that passengers are compliant with all ride-sharing. Example:-Listening to loud music, smoking & drinking alcohol etc. In the cabin.

The RED ALERT button in the cab should be linked directly to the emergency aid service to increase the health of passengers. As the passenger, you should also make sure that enough fuel is filled in the car, so that the driver doesn't waste your travel time to fill the gas or the fuel between your travels. At the same time, one crucial thing is that your Live Tracking Position should be shown at all times when boarding a Ride Sharing Car.

Question 3)

• Create a service blueprint for a process that meets your requirements. Describe it by using a flowchart and discuss other areas/industries in which the Uber model might be used.

Answer 1

(3)

To expand on the service design principle let's look at Uber's example as a company. Imagine Uber with its multiple spectrum of clients, employees, drivers, designers, marketers, customer support staff, project managers, developers, accountants and more. Service design will concentrate on how Uber runs and executes the service it provides from the procurement of new drivers and tech workers to the boarding of employees, to the coordination of new ride bookings to passengers and drivers, ensuring that the driver reaches the location and begins the journey on time, and also ensuring that the passenger reaches the destination safely and on time , followed by the collection of payments from customers to roll.

There are six service blueprint items, that are:

1. Proposals: Physical and digital artefacts used in the service delivery.

2. Processes: Workflows and procedures built by stakeholders or employees to provide customer support

3. People: Involves anyone who constructs the service or uses it, including people who will be discursively affected by the service

4. Customer Acts: Steps, behavior and interactions performed by the customer when engaging with the service to achieve the desired target

5. Frontstage Actions: steps, actions, interactions that can be human-human or human-computer interactions in front of the customer.

6. Backstage Actions: Steps, actions, interactions that take place behind the view of the customers to support actions and processes on the frontstage. There may be encounters between person and mouse, or between computers.

Uber and her rivals have begun using the taxis phone feature. To both the company and the passengers this app is very useful. The passenger calls the taxi via the device, which will possibly take less time than calling to the call center and will also make the passenger's service more convenient. The app keeps an eye on which car is arriving, tells you how long it will arrive, and tracks the starting route. I think that this system is going to boost user numbers. It was not possible to get in touch with the company and call a taxi on time , due to many calls and overcrowded networks. The company lost customers because of this. Passengers are linked instantly to the company and access the service via the app. By using this model, businesses can reduce the number of workers at call centers and save the costs associated with their wages. Often save on phone chat costs (when a taxi arrives, a company representative contacted a customer and the customer discovers the details by using the app). The method is automated, scalable, cost-effective and convenient. Uber has also enabled users to assess their taxi ride, identify the driver in case of negative feedback to take the necessary action. The characterization method allows the organization to gain input and enhance service, creating a more satisfied consumer. In modern life the automated billing system is critical, as customers seldom carry cash in their wallets. This payment system offers customer satisfaction and prevents the frustration caused by a lack of cash. Timely feedback, flexible and fast service make the work of the companies mentioned above more efficient, as well as comfortable and efficient public service.

I think that the above model can also be used in other areas of the business. The app could be used for example in the real estate business. The application must relate the requirements for rented property (apartment, commercial space, etc.) that are being sought with those who rent the property. The anchor and the employer should both be able to write testimonials among themselves to help prospective customers make decisions. The purpose of this application is to promote knowledge sharing, communication in general and to make the process much more effective.

Taxify is a similar company which operates in Georgia today. Compare the model, and make the local market competitive research.Taxify is one of Georgia 's leading taxi-market firms. Uses a model similar to Uber. Taxify first launched the "Ride Sharing" app three years ago. The business is trying to persuade the Georgian community that calling a taxi by tapping on the phone or walking down the street is much more convenient. It is also much more relaxed when you see the taxi coming in itself and how long it can hit the call stage. The firm has applied this program successfully and increased the number of orders from one to one thousand a day. The organization is also regularly collecting customer reviews, enhancing quality and reducing tariffs during peak hours. Taxify offers customers convenient, strictly selected cars, having passed all the requisite tests. The car is well-equipped, the driver doesn't smoke, music is fun and sweets are given to passengers. All of this makes travel pleasant and increases customer satisfaction. The parent can confidently take the child in the company's taxi alone, because the company has a "Share Your Travel" program, the parent can track the child's movement via the application, and can contact the driver if appropriate.

Uber and Taxify also provide a flexible payment system for their customers.The card will pay for the service, as well as adding card information and making purchases from the device without using the wallet. The app allows a user to add a work and home address to the app so that each time they don't have to type in an address. As with Taxify Uber, it gives customers feedback. Passengers may determine the level of service, the drivers and write reviews. The traveler can write any travel-related application, with prompt response by the team.

Taxify also serves companies and is specialized in taxi business. Through all of the above, we can infer that Taxify uses a similar system to Uber, which is one of the leading taxi companies in the Georgian market , providing a number of innovative products to the Georgian market. Taxify's related business on the Georgian market is Yandex Tax, which uses the Smart Context app to place an order, too. The mobile app calls the taxi and keeps track of the driver's route. Nevertheless, it should be remembered that they are not as relaxed and flexible as Taxify. In Georgia, he is currently using the company's "Maxim" services, which can be ordered both by phone and on the internet as well as via the application.There's a lot of taxis in Georgia right now and the market is very intense. Many businesses can order their services over the website and over the phone. They are also actively incorporated into smart phone applications. They increase the number of drivers and cars to provide fast customer service. It should be noted, however, that Taxify is currently offering its customers a rather advanced service compared to other rivals, and is aiming to implement continuously groundbreaking services.

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