Background/overview of the organization
Uber is a taxi services company whose headquarters are located in California. In addition to taxi services, Uber offers other transport services such as food delivery and bicycle sharing. The company has revolutionized the transportation industry through its use of mobile technology to ease service delivery to the customers. The customers use an Uber application which is installed in their smartphones to access Uber services at the convenience of their homes or offices. The company has diversified its operations in more than 60 countries. The Uber services are used in more than 785 commuter belts across the world. Uber Company is arguably the largest privately owned company in the United States. As of 2017, Uber had more than 16000 employees with annual revenue of more than $7.5B.
Quality service delivery is vital to ensure the success of any company. Uber Company has put in place quality management processes that provide that customer’s needs and preferences are met. The company’s mobile app is the primary tool that is used to manage quality service delivery. The mobile app allows customers to rate the services rendered after the ride. Also, the customers can report their complaints using the app to the drivers and the management. This helps in the improvement of the quality of services hence raising customer satisfaction. The company also uses the Six Sigma model of quality management to improve service delivery. For instance, the company uses the Design for Six Sigma (DFSS) to handle the problem of customer satisfaction using cost-effective methods (Basios, & Loucopoulos, 2017). Customers require reliable and pocket-friendly taxi services with the option of choosing their ride. The Uber business model allows all this to happen since Uber drivers use their cars to offer services and they manage their schedules hence the services are reliable.
Delegate your assignment to our experts and they will do the rest.
Introduction to the problem
Uber has recently faced quality service delivery issues that need to be addressed. The most critical problem facing Uber is related to customer service delivery. In the recent past, cases of customer sexual harassment and loss and theft of valuable customer goods have been reported. Also, the viral video of the company CEO Travis Kalanick screaming at one of the Uber drivers has negatively impacted the Public Relations of the company. This has resulted into loss of customers as more similar cases are continuously reported. More than 500,000 Uber mobile apps were deleted by the end of 2017 which means that more customers have lost their faith in the company. The integrity of the company was also jeopardized when the video of the Company’s CEO harassing a driver went viral. A company needs to establish core values that can help it to curb major problems (Srnicek, 2017). Like financial profits, integrity should be an essential factor in the success of a company. Uber Company has failed in addressing both performance and customer service issues which may end up crippling the business.
How to Increase Safety Measures
The safety of Uber users has been a priority of the company in the recent past. This is after several cases of sexual harassment and theft of customer’s property were reported. Uber has put in place safety measures that allow the customers to report any occurrences that threaten their safety. For instance, customers can use the Ride check feature in their mobile app to access tools that can help them acquire help in case of any eventuality during the ride. The feature ensures the safety of both the riders and drivers by providing a Safety Toolkit including the option of a 911 assistance call. The technology also allows the drivers and the passengers to access immediate emergency help during the ride. Also, the Ride check feature allows the company’s support to monitor the trip and send Ride Check notifications in case they notice an irregularity during the ride. The drivers and the riders can then give timely feedback of their ride’s status and ask for emergency help if necessary. Uber users should use this feature to enhance their safety during the trip.
The Uber app also allows the anonymity of both the driver and the rider by allowing both parties to communicate without sharing their real phone numbers (Scheiber, 2017). Also, the users do not need to share their real street addresses since the app allows the use of the cross-street address while directing the Uber drivers. The Driver app no longer shows the exact drop address of the customer to ensure that they do not stalk the riders afterward. Uber users can use these new features in the Uber mobile app to enhance their safety measures. The Uber Critical Safety Response Line among other safety measures initiated by Uber Company is vital in ensuring the safety of the business operations hence restoring the company’s credibility.
Potential gains from successful quality management processes
Several quality management processes can be used to enhance the achievement of the company’s goals. Customer satisfaction is essential and can be achieved through quality service delivery. The service delivery should be cost-effective to maximize the profits of the business while at the same time ensuring the satisfaction of the clients (Spott, 2018). Quality management processes have potential gains to the business. For instance, customer satisfaction will boost the company gains by attracting a broader market for the Uber services. This is because the satisfied customers act as agents who recommend the company services to their friends and family hence expansion of the potential market. Also, the quality management process boosts the drivers’ morale and productivity thus improving profits to the company.
References
Spott, P. (2018). UBER: A Case Study in Strategy, Leadership and Change (Doctoral dissertation, The College of St. Scholastica).
Scheiber, N. (2017). How Uber uses psychological tricks to push its drivers’ buttons. The New York Times, 2.
Srnicek, N. (2017). The challenges of platform capitalism: Understanding the logic of a new business model. Juncture, 23(4), 254-257.
Basios, A., & Loucopoulos, P. (2017, July). Six Sigma DMAIC Enhanced with Capability Modelling. In Business Informatics (CBI), 2017 IEEE 19th Conference on (Vol. 2, pp. 55-62). IEEE.
