COMMUNITY Engagement-1

DISCUSSION AND ANALYSIS

1) Size, structure, goals of the organization.

Uber has total assets of US$23.988 billion in year 2018. It has employed nearly 22263 employees at different locations. As of year 2019, company is having 67 % market share for ride sharing in UK.

Currently Uber is following hierarchical organization structure. The co-founder of the company Travis Kalanick is having majority of power to take various types of decisions.

Goal – The goal of firm is to develop a workplace that reflects diversity of the cities served by company where everyone can be their authentic self (Dudley, Banister and Schwanen, 2017).

Mission – The mission of Uber is to make transportation as reliable as running water at every place for everyone.

Values – The values are to work tirelessly to earn the trust of clients by resolving their problems, lowering the cost. To make short term sacrifices for the lifetime loyalty of customers and to delight, surprise the clients.

2) Customer expectation from UBER

In respect of identifying the customer of UBER they are the buyers persons which are covered under the age group of the 18 to 60 years which are happy to avail the services of UBER to achieve better results. The expectation which they raised from the UBER is that they provide quality services within the stipulate time period. In context of UBER which is specialised in delivering the food to customer within the said allotted time is required to continue the services for longer term gain (Baldus, Voorhees and Calantone, 2015). As customer demand are high regarding the serviceswhich UBER is offering as their main aim is to maintain loyalty with customer and also the trust if to be build in respect of using the effective transportation facility.

The exception is raised in respect of meeting the three basic needs of the customer such as emotional which is related to undertaking the emotions of the person regarding preferring the travelling. The second thing is related to sensual which is undertaken in respect of delivering the food as similar to prepared by the owner itself (Hollebeek, Juric and Tang, 2017). UBER in such perspective use their own water bottles to secure the needs of the customers. The third thing which is expected by the customer is related to functional. It refer to the prices of the particular products which is facilitate by UBER, so that customer can easily avail the products for longer way.

3) SWOT and PESTLE analysis

SWOT analysis: It is conducted to determine the internal factors which undertake the strategies relating to identifying the following aspects such as:

• Strength: It carry the renowned brand name in market as due to undertaking high standards of the services or also dealing in verified driver which is delivering the services to customers (SWOT ANALYSIS OF UBER – UBER SWOT analysis, 2019). The speciality is that they provide 24/7 services to customer.
• Weakness: As they carry no specific ideas to attract new customer and such ideas can be easily imitate by the competitors to distract the exiting customer towards the UBER company (Beatley, 2016). It also examined that they carry lack of connectivity between the UBER and its driver. Thus it results in lack of interaction between doing such things in right way. 
• Opportunities: They get the opportunities to use the cheaper electric car to provide effective services to customer. They get the opportunity to expand the business into such countries where the conveniences is less and expensive.
• Threats: The threat to UBER are raised in respect of entrance of new driver to handle the transportation business (Gunaratna, 2017). Thus, in such case the fraud and misrepresentation arise by using the brand name of UBER.

Thu, in such aspects SWOT is conducted to build the strong strategies to reach to large customer base through this innovative internal analysis.

In respect of conducting PESTLE which is undertaken to determine the external factors which affecting the UBER to reach to large customer. It can be examined as follows:

• Political: In context of not having clear guidances regarding the government regulation, they faces controversy in respect of continuing the smooth working. Thus, this affects the interest of customer in respect of dealing business with UBER. 
• Economic: In this they enhances the economy of the country by appointing the person to drive the UBER vehicle and maintain their earning through this perspective.
• Social: As they provide the services which not violated any rights or the person in respect of discriminating them through their caste or culture. Thus, through this aspects, it affects the right of the customer in better way by motivating them to prefer the services which nominal expenses.
• Technological: By dealing the business through online and than taking the reviews from customer helps in managing the experiences in better way (Buitelaar, 2019). As through this aspects, they also build the strong relationship with the customer.
• Legal:In this aspects, UBER faces issue in respect of managing the laws in company. As due to amendment in labour laws, they are facing issue in fulfilling the employees needs in better way.
• Environmental: In this aspects, the impact arises in respect of using the fuel which harm the environment and thus, it helps in such manner electric car are invented to save environment from pollution. 

4)Role of employees in UBER

In this aspects the role of the employees are undertaken in respect of undertaking the health and safety norms while using the vehicle of the UBER. As most of the incident occurs due to rash driving thus in such aspects proper equipment is to be undertaken while driving the car. So that during the time of compensation in case of any losses incurred during the working hours, compensation is to be made by viewing the actual loss incurred (Calo and Rosenblat, 2017). The another role is undertaken in respect of maintains the culture ethics at work place. Employees not discriminate any other employees on the bases of caste and culture. As every employees are equal for the company and also they are asset which bring profits to business.

In context of undertaking the matter related to supporting the UBER they done in context of setting the goal regarding betting target within the set time period. Thus, it can be done in respect of working task as a team so that task can be accomplished easily and also it reduces risk at work place.

5) Training and Development

In this aspects, the training is done in respect of developing the skills of the employees regarding dealing in any such task individually. Development is undertaken in respect of setting all the employees on the similar platform so that they cannot be compared with any person regarding accomplishing such task in better way. In context of UBER, it is necessary to redirect the needs of the customer regarding examining the mood swings or any the things which they required during travelling (Benoit and et.al., 2015). Thus, in such aspects they can interact with customer personally and also retain their interest towards such services for longer way.

Training and development is important in UBER in respect of guiding employees to judge the need of the customer. As every customer are different, thus their priority to undertake the matter is also different. Thus, in such manner training is given to manage the customer interest in better way and resolve the issues which they faced if any during using the services of the UBER. Training is mainly needs in respect of reaching to large customer base through technology. As most of the customer book the UBER vehicle online and also prefer to communicate with them if they face any problems. Thus, in such aspects the training is given to employees to deal with such matter patiently and also motivate other employees to interact with customer in right manner.

6) Role as customer service executive

The role which is important in the organisation is relating to customer service executive as UBER company mainly deal their business online either through providing transportation services or delivering any food to customer. Thus, in such aspects the role of customer services is important in respect of guiding customer to prefer the accurate services and also resolve issue which they faced after availing such services (Oh and et.al., 2016). Through this aspects it help in retaining the interest of the people towards the company services for longer time period.

As this post is important in organisation in respect of building the trust among the customer by undertaking the needs and demands which is raised by customer. Through this role, it also helps in gathering information regarding the customer experiences and the overall procedure which they are expected from the UBER by forcing customer to provide rating. This aspects is examined in respect of building trust among the customer and also interacting them to suggest any changes which is adapted by UBER to fulfil the customer needs in better way.

7) Skills and knowledge which is carries out by the customer service executive

In the discussion related to the skills demonstrated by customer service executives, maintaining patience while interacting with customers is essential. Each customer may have different mood swings after using UBER services. Therefore, executives must exercise patience to address these situations and retain customer interest for the long term. They must also develop strong communication skills, allowing them to engage with customers weekly via email, explaining the company's changing trends (MacQueen et al., 2015). Case study help can be useful in further analyzing these interactions and understanding how communication and service skills impact customer retention. Before engaging with customers, executives must be well-informed about company services to address queries effectively. Additionally, clear and understandable language is crucial for guiding customers in the right direction.8) Training and development requirement are to be considered

In this aspects, the training is to be undertaken by giving the right information to the customer if they raise any queries regarding the services. As it is necessary that trust is to be maintained with the customer as they use the company services by expecting loyalty regarding attaining the particular services(Mtawa, Fongwa, and Wangenge-Ouma, 2016). Thus, the training is to be given to employees regarding providing the correct information to customers, and also if they are treating ill manner, then patience is to be maintained and apologize for the consequences which they faced in availing the UBER services. In such manner, development is raised through getting the positive response from all the employees and also keeping them on the same platform.

9) Conclusion of findings of report

From the above study, the matters which is undertaken is relating to building the strong base with customer by using such strategies which attract the customer interest towards such services for longer time period. As it is also undertaken in respect of dealing in such matter which resulting to playing the role as the customer service executive. As they play the vital role in respect of building the strong base between the UBER and customer so that they can promote the business easily and target new customer towards such services.

CONCLUSION

From the above study, it is concluded that UBER is one of the fastest-growing businesses in providing transportation and food delivery services. Thus, the organization’s mission and size are focused on expanding the business at a global level. It also highlights the role of customer service executives in interacting with customers to promote the business and retain them for a longer period. A plagiarism checker can be used to ensure the originality of this analysis and avoid any potential duplication.

Related Samples: Unit 15, Youth and Community Work

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