Introduction

1.1. About Zepto.

Zepto, is an instant grocery delivery startup founded by two teenagers, which has raised $100
million in a funding round led by Y Combinator, taking its valuation around $570 million within
just five months of starting services in India’s red-hot quick commerce segment.

The startup newest funding comes 45 days after a previous capital raise of around $60 million at
$225 Million valuation, Aadit Palocha, co-founder and chief executive officer, said in an
interview. Besides Y Combinator’s Continuity Fund, the latest round as received investments
from new and existing backers like Glade Brook Capital Partners, Nexus Venture Partners, Breyer
Capital and Silicon Valley investor Lachy Groom, was said by the startup in a statement.

The two 19-year old entrepreneurs, were previously collaborated on a number of projects
including a ride-haling commute app for school kids and left standard last year to pursue a new
startup, said on Sunday they have raised around $60 million to disrupt India’s overcrowded and
highly grocery delivery market. Glade Brook Capital led Zepto’s first institutional financing
round, startup’s founder and chief executive Aadit Palicha had told TechCrunch in an interview.
Nexus, Y Combinator, Global Founders Capital, as well as the angel investors Lachy Groom,
Neeraj Arora and Manik Gupta also participate in the round, which values Zepto at $225 million.

Zepto, has largely operated in stealth mode until today and launched its app six months ago, has
been the talk in the town for several months. The startup, whose name playfully uses a
mathematical term to describe the business, offers a 10-minute grocery delivery service, beating
many heavily backed company rivals on speed.

To achieve this feat, Zepto had set up dark stores across the cities where it operates (Mumbai,
Bangalore, and as of this week, Delhi.) Palicha said that dark stores, which the startup has set up,
are designed and optimised for fast deliveries. (Zepto’s approach, for which Palicha said he
looked at several markets and spoke with the operators running those firms, is different from
many Indian startups that rely on regular grocery stores for inventory.)

“The way we are growing right now, and the current penetration and frequency of usage we are
seeing, the opportunity is just massive,” he said. The startups plans to soon expand to Hyderabad,
Pune and Kolkata and grow the number of dark stores has two over 100 by early next year, from
40 currently, he said.

The Idea to create zepto came, said Palicha, when he and Kaivalya Vohra (The other founder)
Were locked India house in Mumbai last year because of the covid pandemic. “We just had been
exposed to the entrepreneurial and tech startup world in a very deep way. Now we were in
Mumbai and the biggest problem for the two of us bachelors was securing grocery and essentials,”
was said by palicha.

Maharashtra — Like every Indian state— had enforced lockdown to stop the spread of the virus,
which among other things, meant that Deliveries were taking two to three days to reach the
customers. “We were extremely frustrated,” palicha said.

“We felt that the online play of the Indian grocery delivery space, which is one of the world’s
largest, was grappling with some gross execution errors” he added, without naming any firm.

Zepto, which has assembled a team that includes former executives from Flipkart, Uber, dream
11, pharmeasy, and pepper fry, competes with a number of heavily backed company startups
including SoftBank-backed swiggy and grofers, and Google backed dunzo, many have expanded
to the fast grocery delivery category in recent quarters.

“We‘ve been ignoring the noise and the executing heads down for a long time to perfect This
model, and our Efforts are paying off. Today, we are consistently growing 200% every single
month with an unstoppable team, robust product infrastructure and deep access to institutional
capital,” said Palicha.

It's reasonable to state that the world Is changing quickly and that we have made great strides. The
proliferation of on- demand applications in today’s technologically advanced world is evidence of
this. You no longer have to leave your house and spend hours covering the grocery stores for your
necessities!

Today, you can order groceries online and deliver them right to your doorstep. Nevertheless, did
you ever imagine that your grocery order could be delivered in the blink of an eye? Yes, you read
it right. Zepto-India’s fastest grocery delivery application, promises to deliver your orders straight
to your residents in 10 minutes!

Whenever you order your groceries through zepto, you won’t have to worry about the waiting
time or your groceries getting spoiled during transportation. Regardless of where you are on what
do you want, zepto will have it delivered to you.
At stake is an opportunity that is estimated to be worth $21 billion by 2025, according to recent
Note Prepared by Sanford C. Bernstein analyst. “Online grocery penetration is expected to
reach~3%-5% By 2025 from less than 1% today will stop long term structural drivers remain
strong : Rising income and affluence, lower tier consumption, e-commerce penetration (~30%
CAGR) and a young Population (~50% below 25). Grocery spend as a proportion of income
remains at ~ 30%,” was written in the note.

“There is significant room for driving higher penetration in existing cities with high traffic,
increase in conversion and retention. Adoption of online grocery has increased with engagement
level and order volumes accelerating. DAU (daily active users) has seen strong growth for many
e-grocery apps during lockdowns. Downloads have increased recently. Online grocery has
demand side advantages of 24/7 shopping, wide SKU ranges, same day/next.”

At 19, Aadit Palicha and Kaivalya Vohra Already had plans to make it big in India. The long time
friends were just weren’t sure how to start things up, until they jumped on the global trend of
instant grocery delivery.

Within months of launching their firm Zepto, the startup is now worth dollar 200 million and now
300 million after receiving dollar 60 million In an initial funding round, according to Palicha,
cofounder and chief executive officer. Backers include Y Combinator,Glade Brooke capital, as
well as the Angel investors Lachy Groom and neeraj arora, according to the firm.

Kiranakart Technologies Pvt Ltd, which runs zepto, a 10 minute grocery delivery app, said it has
raised dollar 60 million( around Rs 444 crore) In an early stage round led by glade Brook capital
at a dollar 225,000,000 (Rs 1,665 crore) valuation.

The round also saw the participation from Nexus, Y combinator and individual investors including
the former head of US based fntech company Stripe Lachy Groom, neeraj Arora, ex chief business
officer of WhatsApp; And Microsoft executive Manik Gupta.

Founded by Aadit Palicha and Kaivalya Vohra, the 19 year old founders dropped out of there
computer science degrees at Stanford University to build zepto. The firm operated in stealth mode
for six months before going live in select metrocities.

Zepto said it is expanding across Mumbai, Bengaluru end, Delhi NCR and will be launching in
areas across Hyderabad, Chennai, Pune and Kolkata in the next 30 days. The company works with
its network of ‘cloud stores’ Or micro warehouses to deliver groceries in just under 10 minutes.
“Simply put, customers love a rapid delivery experience. The data speaks for itself- Once we
started delivering in 10 minutes, our NPS short up and has constantly remained at around 85 with
a 50% plus week on week user retention rate, which shows the incredibly strong customer love for
our product,” was said by tech chief Vohra.

“We’re Consistently growing 200% every single month with an unstoppable team, robust product
infrastructure and deep assess to institutional capital,” Said CEO palicha.

The company has its own tech office in Bengaluru and operation headquarters in Mumbai.
Competition the hyperlocal space was been heating up as the pandemic has brought a lot more
customers to online commerce. Foodtech Unicorns Zomato and swiggy entered this space with 10
minute delivery in select cities. On August 17, Zomato backed grofers announce 10 minute
deliveries in 10 Indian cities; Delhi,Mumbai, Bengaluru, Hyderabad, Kolkata, Jaipur, Ghaziabad,
Noida And Lucknow.

Hyperlocal delivery startup bunzo also launched it’s under 19 minute delivery in Bengaluru.
Swiggy’s Instamart continues to create an ‘dark (online orders only) stores’ with partners in areas
of operation to execute more control over their grocery inventory, as it begins 15 to 30 minutes
deliveries on the platform. In July last year, Walmart owned ecommerce major Flipkart launched a
hyperlocal delivery app Flipkart quick in Bengaluru.

Quick commerce grocery delivery app zepto raised dollar 60 million in a funding round led by US
based investment fund glared blue capital letter post money valuation of dollar to $25 million.
Venture capital for Nexus venture partners and silicon valleys Y Combinator participated in the
fundraising, has did prominent Angel investors including whatsapps former chief business
officer neeraj. Glade Brook capital is an investor in US grocery startups like Instacart and good
eggs. It has also invested in food delivery app Zomato. Founded by Aadit Palicha and Kaivalya
Vohra.

Zepto promises delivery of groceries in 10 minutes. Zepto is entering the commerce space —
Defined as delivery under 45 minutes—- At a time when well funded and bigger startups like
swiggy, grofers, dunzo and BigBasket are doubling down on the sector aswell.

In a blog post on October 18, grofers said it had partnered with 86 dark store owners in 13 cities,
clocking over $1,000,000 in the last three months. Swiggy’s Instamart Service is present in more
than 11 cities, while big basket is expected to roll out it’s express delivery services in the coming
months. Dark doors are typically small warehouse is populated in dead serious in a city through
which platforms try to service orders quickly.
Zepto operates out of its network of ‘cloud stores’ or Micro- warehouses, which it owns, to fulfill
orders within the time frame. The company was sett up in the month of September last year and it
has its launched services in April this year. The Mumbai based startup will utilize the funds to
expand the number of dark stored in newer cities to expand its customer base and hire more
employees. It is also present in Bengaluru and Delhi national Capital Region and will launch in
Hyderabad, Chennai, and Kolkata in the next 30 days. It plans to expand to 100 dark stores,
thereby servicing around 100 pin codes, by the end of this year.

“Nobody has really perfected commerce in India, comprehensively. If you look at some of the
older companies which are trying to execute on this model, a lot of them are terribly unfocused,
they just don’t have the discipline of execution on operating one model. They get into multiple
different things, which is sort of the biggest downfall for any large company around the world,”
Co-founder Palicha told ET.

The company has around 300 corporate employees--- excluding the warehousing staff--- and plans
to quadruple over the next few months. Palicha Said that the service was growing 200% in month
in terms of revenue, without disclosing numbers. According to palicha, Zepto’s Median delivery
time is about 8 minutes.

Express delivery has a concept that is not new has most of the existing E grocers have tried it
before, without much success. Over the last few months, following has accelerated adoption of
online grocery due to the COVID-19 pandemic, these platforms in bringing back quick delivery
to consumers, mostly through the dark store model.

“We have seen our median delivery times stabilized if not decrease, mainly because as we scale
our coverage and expansion, it ends up being a factor of individual cloud stores and how they
perform.”he said. According to research firm RedSeer, quick commerce is estimated to touch
dollar 300 million by the end of this year add is expected to grow to around 5 billion by 2025.

Around 20 million households are addressable by quick commerce in India, with an estimated
addressable markets size of almost dollar 50 billion in 2020, it said.“Quick e-commerce is poised
to transform how many shops around the world. Zepto has emerged as a leader in India, with
exponential growth and best in class execution,” Said Paul Hudson, chief investment officer,
Glade Brook Capital. Kiranakart technologies private limited, runs 10 minute grocery delivery
platform zepto, had raised $200 million in a series D funding round led by American technology
startup accelerator Y combinator’s continuity fund, which valued it at $900 million.
The round saw the participation of new Investor Kaiser Permanente, besides existing investors
Nexus venture partners, Glade Brook capital and lachy groom. Rather than optimizing for a 10 to
15% higher valuation we wanted to optimize for the right long-term partner like why combinator
more importantly wanted to have enough cash in the bank where we are not affected by market
sentiment cycles it was not a tough round given zapdos focus on solid execution and reaching a
high level of scale sustainably said aadit palicha zepto co-founder and chief executive

1.2 Company Profile

Zepto-Industry

E-grocery delivery is a gathering traction in India with a $1 trillion retail market where grocery
purchases make up the vast majority of consumer spending. The Indian a grocery market was
valued at $2.9 billion in 2020, and it is expected to grow at a rate of around 37.1% from 2021 to
2028.The sector has just expanded in prevalence in the past months as a result of evolving
customer habits, growing in urbanization, and the tech-savvy generation for the ones who prefers
to make online purchases.

A RedSeer mentioned that the quick commerce segment was valued at just $30 million in 2021.
The same segment was predicted to become a $5 billion market in 2025, growing by 15 times
bigger, As the standard of living increases and their daily schedules get tighter, consumers are
flocking to customized and convenient Internet platforms for grocery shopping instead of walking
down to the local shops.

Following the COVID-19 pandemic situation the popularity of modern online grocery delivery
became increasingly evident. As a consequence of social distancing constraints, consumers are
converting to online grocery shopping, which is not only convenient but also considered as option.

Zepto – Founders and Team

Aadit Palicha

Aadit Palicha is the CEO and Co-Founder of both KiranaKart and Zepto. After completing an IB
diploma from GEMS education in mathematics and computer science, Palicha finished a
bachelors degree in computer science from Stanford University. Aadit completed Y combinator
Grade:W21, and started with PryvaSee as a project lead. Aadit Palicha then founded GoPool his
first startup, when he was 17. He left the same in April 2020 and found that KiranaKart card and
then Zepto.

Kailvalya Vohra
Kailvalya Vohra is the Co founder and Ceo of KiranaKart and the Co founder and store of zepto.
He is also an Stanford University graduate in computer science, and went in Y combinator well,
along with Aadit. Zepto has an employee strength ranging between 51 and 200 employees.

Zepto - Startup Story

Many of us have “start up ideas,” but even the most creative among us struggle to see them
through. Palicha and Vohra had both enrolled at Stanford University to earn a computer science
degree but had dropped out to follow their business passions instead of getting the degree in
education.

During the COVID-19 outbreak, the concept of zepto sprang from the limitations of their houses.
There was a surge in demand for delivery services meant that groceries and other necessities have
arrived in a couple of days, creating a void for quick delivery. As a result, zepto was created with
all this insight.

These teenagers were abruptly detained, because of COVID norms, detained in their Mumbai
homes after significant collaboration on many projects, including a ride hailing commuting app
for kids. Even while grocery delivery, which was very deemed important by the local authorities,
were still permitted across much of the nation as the virus starts spreading in large numbers, the
duo battle to get their provisions as the illness got expanded.

While Zepto is the major focus of attention, Palicha and Vohra’s first venture, KiranaKart, did not
receive same acclaim. On the other hand, zepto is inspired by the other business named
KiranaKart. KiranaKart, like its name implies, was a supermarket delivery service. It had made
arrangement with kirana merchants to provide groceries within 45 minutes or less. A $730,000 pre
seed round was led by global founders capital, 2 AM ventures, contrary capital, and Angel
investors. At the time, Vohra and Palicha planned to make their first 1.5 Lakh deliveries at a cost
of ₹1.

Zepto – Mission and Vision

As the two bachelors started living alone, the founders found it most difficult to obtain food,
therefore they focused their applications on grocery delivery. So, whereas Kiranakart, their first
startup tried to make grocery delivery easier for kiranas shop, Zepto aims to shorten delivery
times for their customers.

Zepto – Name, Logo and Tagline

The firm uses the term “Zepto” to “denote a factor of 10⁻²¹, 0.000000000000000000001,”named
after a minuscule unit of time, offers a 10 minute grocery delivery service to their customers,
surpassing numerous well-funded competitors in the market.

Zepto’s Tagline says,“Groceries delivered in 10 minutes.”

Zepto – Business Model, and Revenue Model

Zepto delivers groceries in just 10 minutes or less than 40 minutes through a system of dark
storefronts and mini-warehouses on up to 90% of orders. Zepto works in the quick commerce
segment of India. it is designed to be customer-centric and built around the instant service model.

To ensure flawless delivery experience to the customers, Aadit says that their average delivery
time is approximately 8 minutes and 47 seconds. Through a chain of dark stores or retail
distribution centres, the Mumbai-based company employs a hotspot method to cater largely to
digital purchases.

A dark store Is a tiny neighbourhood storehouse that customers cannot visit but purchase online to
get their package delivery. While dark stores are not new to the Indian industry, Aadit believes
that the idea has yet to be completely explored population, traffic dynamics, topography, road
patterns, weather conditions, last mile operational improvement, real estate prices, and other
geographic data and local intelligence aides Zepto in optimising its connectivity, Furthermore, the
startups dark warehouses and cool rooms are custom-designed to satisfy particular criteria such as
ease in case of travel, allowing Packers to move as swiftly as possible to fill in the orders.
Location intelligence and geographic data, such as topography, population, road patterns, traffic
dynamics, weather, last mile supply availability, real estate values, and so on, are said to help a lot
to zepto to optimise its network.

Zepto Marketing

Zepto marketing is one of the best that recent companies have seen ever in India, which
contributes significantly to the growth that zepto witnessed within such a short span of time. L&K
Saatchi and Saatchi were behind three of zepto’s recent ads that promoted its products and
services.

Zepto has rolled out many new campaigns featuring celebrated singers like Kailash Kher, Shankar
Mahadevan & Usha Uthup together to promote the company during the IPL season of 2022, and
both are unique and melodic for the audiences.

Zepto – Funding, and Investors

Zepto has raised over $360 plus million in total in funding over 4 rounds to date. The last funding
round (series D)was raised by zepto on the 2 nd of may 2022 which helped the company raise
around $200 million. With this, Zepto two has neared the Unicorn valuation. The startup is
currently valued at $900 million, as of the 3rd of may 2022. The Zepto seed funding was led by
contrary in the month September 2020.

Date Round Amount Lead investors

May 2, Series D $200 million Y Combinator Continuity Fund

2022

Dec 20, Series C $100 million Y Combinator Continuity Fund

2021

Oct 31, Series A $60 million Glade Brook Capital Partners

2021
 Sep 1, Pre Seed ------ Contrary
2020 Round

Zepto Dark Store model

Zepto employs the PPB formula for the success of the dark store model:

1) Picking-Zepto’s packers are equipped with tablets to know where each item is stored in get an
optimal route to pick them up.
2) Packing – All the items are collected and packed quickly.
3) Bagging – As soon as the delivery agent receives the order, the agent must exit the warehouse.

Dark stores may seem a bit sinister, but it undermines one of the many bright ideas that have
helped several retail businesses stay afloat during the pandemic. Dark stores are distribution
outlets that are only open to the businesses not open to the visitors. These micro warehouses
quickly and accurately fulfil orders and thus provide shoppers with resources and online, same day
delivery, or pick up in store.

The founders said that the magic of the dark store model is how they pick, pack and dispatch
goods quickly in just under 60 seconds. However, the last mile is like any other delivery model.

Such a model has been implemented in many developed nations, but the model was never
explored in the Indian context. The” dark store model” curbs the trivial challenges any delivery
service faces, traffic congestions, navigation, and connectivity. At those states that utilising
location intelligence, geography, population, road patterns, traffic dynamics, weather, last mile
supply availability, real estate values, and so on has improved the network’s performance. And
currently, it has over 40 dark stores in various locations.

However, dark stools are meant for instant deliveries and can’t handle sales in volume. But zepto
didn’t compromise with the shortcomings of this model. They have over 1000 products on display
fresh produce, milk, meat, kitchen refills, and more at the best bargain price. Moreover, the AI
power tools ensure smooth transition from picking, packing, and delivered.

Specifications of Zepto

Benefits of Zepto Business

There are numerous benefits of the business model that Zepto employs. Here we have mentioned a
few.

Improved Distribution and faster delivery

The dark store enables zepto to fulfil every orders of the consumer more quickly and efficiently.
Micro and cold warehouses provide several distribution choices and physically bring groceries
closer to a certain market segment. This way, Zepto has more control over the market spread and
distribution to the consumers around the areas.

Broader Customer Reach

The dark stores bring distribution centers closer to consumers, and the stores are always online to
take in the online orders from the app. This brings consumers to such platforms and to utilise these
services fully.

Contactless Shopping

The requirements of contact free shopping has been a factor for every businesses to adopt the
‘dark store’ approach technology . Dark stores allow consumers to purchase groceries without
coming in physical contact with others or entry in a store. They place online orders, get them
instantly delivered by the delivery boy or girl

Improved Inventory Control and Better Product Assortment

Dark stores is a place were customers are not allowed to visit as it is a customer free-zone and
have better control over inventory and manage larger order volumes. The dark stores are
specifically designed for easier navigation, allowing packers to pack the items in order to deliver it
 to the consumers. Further, Zepto’s Al-powered tools keep inventory stock track and product
assortment.

Zepto’s USPs

Zepto provides free shipping on orders above 149 rupees in many cities of India. This USP has got
dimmed beside the former, but it doesn’t charge a delivery fee. Whereas Instacart, Amazon fresh,
and others have certain delivery fees.

The free service doesn’t mean costlier products. Yet another USB as it provides some fascinating
discounts on the listed products and groceries with some offers.

Features of Zepto

1. Zepto offers a wide range of local specialties to its customers. The users can order locally
made products from the comfort of their homes.
2. Zepto also delivers your favourites from the local grocery store.
3. Zepto ensures lightning- fast deliveries for its customers. It delivers the products in just 10
minutes.
4. Zepto prioritizes the safety and security of all its customers and products.
5. Zepto union drivers are trained in the best hygienic protocols and are equipped with masks
and sanitizers.
6. Zepto also provides the feature of no- contact delivery.
7. Zepto keeps a check that warehouses conduct mandatory temperature checks, sanitize their
storage areas, and periodically change their gloves and masks.
8. Zepto fixes no minimum order condition. The order can be as little as one item, and zepto
will deliver it to you.
9. Customers can live track their order status and check it updating status.

Zepto Ownership

Digging into the latest ownership of zepto, it can be found that Nexus venture partners is the
highest shareholder of the company with a 20.07% of stake in the company. Some other
shareholders of the company are as follows:

 Y Combinator – 14.80
 Aadit Palicha – 13.66
 Jaideep Vohra – 11.38%
 Lachy Groom – 10.32%
 Glade Groups – 8.70%
 Rocket Internet – 5.20%
 Others – 4.18%
 Oliver Jung – 3.55%
 Contrary Capital – 2.53%
 Kaiser Foundation – 1.53%
 Aadit Palicha – 1.52%
 Kaivalya Vohra – 1.26%
 Global Founder Capital – 1.20%

Zepto Shareholding

There was a fresh allotment of shares after zepto has raised its series D round, which is why we
will be looking at the zepto ownership.

Among the shareholders, Nexus ventures holds the largest stakes, holding around 20.07% stakes
of zepto, after which comes Y combinator, Lachy Groom and Glade Brook which hold 14.8%,
10.32% and 8.7% of the Zepto takes respectively. Zepto Co-founder and CEO Aadit Palicha hold
15.18% stakes along with his relative Kavit Palicha and Kaivalya Vohra along with his relative
Jaideep Vohra holds 12.64% stakes.

Brand Partnership with Zepto

Pescafresh partners with Zepto

Pescafresh, India’s first direct-to-consumer meat and seafood business, has established
collaboration with Zepto, a 10 minute grocery delivery service company in India, to make buying
items much more easier and faster for its customers. Pescafresh items will soon be delivered to
people’s homes in a timely manner. Zepto has teamed with Pescafresh to expand the sector of
fresh seafood and meats. Best girl fresh goods will be accessible across Mumbai via the zepto app.
The brands are also planning to collaborate in Pune. Sangram sawant, founder of Pescafresh,
stated that partnering with zepto throughout their distribution locations is quite exciting. Their
focus on speedy commerce operations, together with their in-depth knowledge of this area, might
attract a large number of customers to the organised platform.

The customers will be delighted by their shared Ideals of excellence and outstanding customer
experience. We are encouraged by their dedication to expanding the seafood and meats category
on their app further added by him. On Zepto’s relationship with Pescafresh, Srinibas Swain,
Senior VP-Business head for fresh category, said, they are pleased to be joining hands with
Pescafresh, and look forward to growing this category with Pescafresh, one- stop shop not just for
seafood but also for poultry, mutton and eggs.

Zepto tries to provide its clients with the greatest boats and experiences possible. They hope to
supply fresh seafood, no antibiotics ever (NAE) chicken, and other meats that are unrivalled in
flavour and quality to their customers through this relationship. Tender red mutton Curry cut,
tender red mutton keema, Indian basa fillet, surmai/sailfish steaks, mackerel/ bangda headless,
pomfret, chicken Curry- cut, and chicken breast boneless are among the goods offered on the
Zepto app.

Zypp partners with Zepto to make deliveries carbon neutral

The 10-minute delivery service provider said it is actively working towards transitioning the last-
mile logistics in the country to 100% electric. E- logistics service provider Zypp Electric on
Monday announced that has expanded its partnership with quick commerce company Zepto to
further facilitate grocery deliveries in a carbon- neutral manner. The partnership which currently
has a 1500 plus fleet and enables more than 20,000 deliveries per day in Delhi. The company said
that it will be expanding to Bangalore and Mumbai in the next four months.

Zypp is currently serves 50 zepto hubs in Delhi NCR and aims to grow its partnership by 10 times
in the next 12 months by doubling its fleet and service areas across the country. “In this first leg of
our partnership we have collectively helped reduce 1.62 lakh carbon emissions and facilitated
more than half a million for Zepto so far, all via electric vehicles,” an official release quoted
Akash Gupta, Co-founder and CEO at Zypp electric as saying.
The company said it is actively working towards transitioning the last- mile logistics in the
country to 100% electric by partnering with quick- commerce, food delivery and other commerce-
related platforms and avenues. It claims to have helped in reducing 17 million kilograms of carbon
emissions in the last 24 months. Zypp Electric currently has an active fleet of 5000 + e-scooters
now and owing to the growing demand the company is planning to deploy over 1.5 lacs scooters
by 2023, the release said.

It has partnered with Zomato, Swiggy, Big basket, Amazon, Flipkart, Myntra, PharmEasy, Jio
Mart, Delhivery, and Spencers, among others.

Coca-Cola India partners with Zepto

Beverages major Coke-Cola India has partnered with grocery delivery service, Zepto, for a ‘return
and recycle’ initiative for PET bottles. According to a joint statement, the initiative seeks to
establish an organised process of collection of PET bottles with 100% traceability, to ensure
effective plastic waste management. Consumers can access the ‘Return PET Bottles’ feature on
the zepto app, where they can opt to return up to four empty PET bottles across any brand. The
bottles will then be collected by zepto riders during delivery. The initiative has been launched in
select locations in Mumbai and will further be scaled to other markets in India soon, the statement
added. Zepto has already been leading a movement for paper bag collection on its app where
customers have the option to help reuse bags by returning them to the delivery partner.

According to Coca-Cola India, the company’s partnership with zepto in India aims to create a
circular economy for plastic by connecting all participants in the pet recycling value
chain.“Leveraging the zepto two-wheeler distribution network, Coca-Cola India seeks to ‘collect
back’ empty PET bottles of any brand from consumers.”

Greishma Singh, Vice president, customer and commercial leadership, India and southwest asia
operating unit, the Coca-Cola Company, said that the team at Coca-Cola, is continually leveraging
their scale and reach across markets to reduce waste pollution and achieve the set sustainability
goals. As per Singh, this innovative partnership with zepto provides a great platform too generate
awareness, influence behavior, and encourage consumers to recycle PET bottles in a super
convenient way from the comfort of their homes.“We hope this partnership will enhance
consumers’ inclusion in the path towards a more sustainable, better, shared future,” said Singh.

Vinay Dhanani, chief operating officer at Zepto, said that said Zepto users have an eco-conscious
mindset where they have consistently expressed their interest and passion towards sustainability.
Dhanini added that he sees an opportunity in leveraging the expertise to contribute to
environment-friendly initiatives. “On the back of our last- mile delivery network in Mumbai, we
have been able to seamlessly integrate with this initiative that ensures effective plastic waste
management. As one of India’s youngest and fastest growing startups, Zepto is excited to be a part
of a collective change with Coca-Cola India that enables and inspires customers to make an
impact.”

LazyPay partners with Zepto

LazyPay partners with Zepto, expands BNPL service to quick commerce.

Synopsis

LazyPay said the partnership could help Zepto speed up its client adoption by using its large
customer base.

New Delhi: PayU’s ‘buy now, pay later’ (BNPL) solution LazyPay has announced its expansion
into the rapidly growing quick commerce market through a partnership with Zepto 10- minute
grocery delivery platform backed by Y combinator.

The company said,“ Witj this partnership, LazyPay for its deeper into the hyperlocal/quick-
commerce segment, further strengthening its merchant base of over 38,000. Combined with
LazyPay fast adoption of BNPL solution, the partnership will redefine the grocery shopping
experience for zepto consumers.

The firm said the partnership offers could help expedite Zepto’s client adoption by using
LazyPay’s large customer base. In addition to speedy checkouts, Zepto benefit from LazyPay’s
near-perfect success rate, which will reduce cart abandonment.

“We are very excited to partner with zepto, given our shared objective for a convenient and
hassle-free customer experience. Through this collaboration, we aim to make high- frequency
purchases effortless, and we look forward to supporting Zepto reduce cart abandonment due to
failed transactions.” said Anup Agrawal, business head, LazyPay.

The BNPL option will be available to Zepto customers across Delhi, Ghaziabad, Gurugram,
Noida, Mumbai, Pune, Kolkata, Bangalore, Chennai and Hyderabad, the company said.

“Our collaboration with lazy pay will serve as a catalyst for technical innovation, ensuring a
flawless ordering experience for users. We are delighted about this collaboration and are looking
forward to providing a gratifying experience for our users,” said Vohra.
Cashfree Payments partners with grocery delivery app Zepto

Cashfree Payments, India’s leading payments and API banking solutions company, is enabling
Zepto, nation’s fastest growing e-grocery company, to offer a secure and fast checkout experience
to its customers using Cashfree Payments’ Payment Gateway.

Zepto, the 10-minute grocery delivery service, ensures quick and seamless deliveries of over 3000
products, ranging from fresh vegetables and fruits to daily necessities, across 10 major cities in
India - Mumbai, Bengaluru, Chennai, Delhi, Ghaziabad, Kolkata, Noida, Pune, Hyderabad, and
Gurgaon. Zepto is able to consistently deliver on-time through a combination of technological and
operational excellence.

Cashfree Payments’ Payment Gateway API has been integrated in Zepto’s mobile app to enable a
faster checkout experience for customers. Customers can select any preferred mode of payments
such as UPI, debit card, credit card, net-banking etc. supported by Cashfree Payments. Zepto uses
the UPI intent flow offered by Cashfree Payments’ Payment Gateway - an integration type that
automatically shows all the UPI apps, like PhonePe, Paytm, Google Pay etc. already installed on
the customer’s mobile app. Customers can choose the UPI app of their preference, the amount gets
auto filled and customers can make the payment by entering the UPI PIN and completing the
payment. The UPI intent flow greatly enhances the speed of UPI transactions as well as the
success rates and is the most secure and reliable way of offering UPI payments for businesses.

Cashfree Payments supports Zepto’s mission of delivering groceries within 10 minutes by

providing faster checkouts and industry-leading success rates. Cashfree Payments also provides
24*7 tech support which helps the hyperlocal company remain customer-first. Moreover, Zepto is
also delighting customers with fastest refunds to the linked bank account of customers, in case of
UPI payments using Payouts, the API banking solution by Cashfree Payments.

Reeju Datta, Co-Founder, Cashfree Payments said, ”As a payment platform our focus is on
providing the best checkout experience to customers and the highest transaction success rates for
our partner businesses at affordable pricing. It gives us immense pleasure that our effective
solutions are enabling efficient payment experiences for millions of Zepto customers and are
contributing to the growth journey of distinctive businesses like Zepto.”

Amritansu Nanda, Chief Marketing Officer at Zepto, said, “As a service that prioritises
convenience, our association with Cashfree Payments enables a seamless payment experience.
With digital payments becoming ubiquitous, Zepto will continue to make this experience on the
app safe and smooth.”
 Zepto – Challenges

Zepto encountered some challenges lately, and in one of their most recent ones, there were
instances of a founder and investor impropriety within the quick commerce delivery startup. Ansh
Nanda, an alleged co-founder of the startup said that he was forced to relinquish his stakes in the
startup by the other Co founders and by Nexus ventures. This was carried forward by Nanda, who
lodged an FIR against the co-founders of Zepto and the Nexus ventures partner, Suvir Sujan.
However, the co-founders responded to the same without much delay by approaching the Delhi
High Court. Zepto is the third startup that is backed by Nexus and where one of the Co founders
has been named In an FIR. YoloBus and Acko were two other companies that dealt this with the
same incident before.

Zepto – Competitors

There are many businesses that compete with Zepto and have already been driving fast-paced
delivery of groceries like:

 Swiggy Instamart
 Big Basket
 Blinkit
 Dunzo
 Flipkart Quick

Both Swiggy and Big Basket had already begun delivering groceries between 10 to 15 minutes
and blinkit are all set to begin 10 minute grocery deliveries in 10 cities which are all competing
with Zepto in delivering groceries time efficiently. Dunzo is another startup like zepto and other
grocery delivery businesses which uses its express Mart dark shop network to deliver the
groceries in Bengaluru in 19 minutes and it competes with Zepto and other business competitors.

Zepto – Growth

Zepto is growing rapidly in Bengaluru, Mumbai, and Delhi-NCR, with Hyderabad, Chennai,
Pune, and Kolkata to follow in upcoming months. Its technical offices in Bengaluru, while its
operations are in Mumbai. Dream11, Flipkart, Pharmeasy, Uber and Pepperfry have all hired key
executives for zepto. Engineering, operations, marketing, and financial positions are all available
at Zepto. Palicha claims that month-over-month growth is 200% of zepto, with a monthly
retention rate of 78%.
“We are looking at a pretty crazy run rate,”he said. In the past 1 ½ months we have grown our
business by 10 times. And now we are working to grow another 10 times by February or March,”
world said by Palicha.

Zepto, when it was a 5 month old startup, had secured a valuation of over $570 million after
raising $100 million in a series C round headed by Y combinators continuity fund, which was a
2X increase from its previous valuation of $60 million only 45 days before that. Zepto raised
another round led by Y combinator to lift its valuation further to $900 million, so there is certainly
an outstanding growth that the company has received in funding as well.

There was another positive development for zepto has been the expertise it has been able to
acquire in previous months. Plenty of well-known senior executives from Uber, Flipkart,
Dream11, Amazon and Pharmeasy have joined the zepto team.

According to founder and CEO of zepto Aadit Palicha, one of the major reasons why several
entrepreneurs around have chosen zepto is that it has enabled many individuals who had
transferred from Mumbai to Bangalore to come back to their homes. He says, nevertheless,

that the startups rapid development, rigorous execution, and ambitions have captivated others who
share his interests. “We’ve been able to walk the walk,” said by CEO of Zepto Aadit Palicha.

“They originally launched with a different model, swiftly pivoted to quick commerce in August
2021 and are now adding 100,000 new customers every week, 60% of them women. Their
attention to detail on the logistics experiences is unparalleled and this has enabled them to scale to
most major metros in just five months. Simply put, we are confident sector will win in this space
over the long term,” said by Aadit Palicha.

Zepto has witnessed and q-o-q revenue growth of 800%, and its burn has come down by 5X on a
per order basis. Zepto’s 10-minute delivery strategy can now inventory and delivery more than
3000 goods. The startups annualised revenue growth was noted as between $200-400 million
when last reported on May 2nd, 2022. This figure is expected to grow around at least $1 billion by
the quarter of March next year. In recent months, Zepto has claimed to grow by 50% each month,
and this growth is attributed to the growth that Zepto boasts of. Furthermore, in the most recent
quarter, zepto has been claimed to have grown by 800% along with slashing its expenditure by
more than 5X.

Company Vision

Zepto – Future Plans

 The cash is going to be used by the Mumbai based firm to increase the numbers of dark stores in
some additional locations, grow its client base, and hire more workforce in the firm. Zepto is now
going to be available in places like Bengaluru and the Delhi national Capital Region, with
Hyderabad, Chennai, Pune, and Kolkata to follow in the following 30 days.

By the end of the year, it hopes to have 100 dark businesses open, serving roughly 100 pin codes.
Quick commerce is predicted to reach around $300 million by the end of this year, according to a
research group, and it will expand to $5 billion by 2025.

The co-founder Aadit Palicha explained that no one has ever completely mastered marketing in
India. He further said that when you examine a few older organisations that are attempting to
implement this type of approach, you’ll notice that many of them are unfocused and lack the
consistency to operate on a single model for long term. They get involved in several different
things in pain, which results in the greatest issue in every major firm in India.

“We have seen our median delivery time stabilise if not decrease, mainly because as we scale our
coverage and our expansion, it ends up being a factor of individual cloud stores and how they
perform,” said by Aadit Palicha.

Express delivery is not a novel notion; most existing e-grocers have attempted it previously, with
similar and some mixed results. Following the COVID-19 pandemics faster uptake of online
groceries, these platforms have been bringing back speedy delivery to consumers in India,
primarily under the dark stone model.

1. Employees Relationship with Organisation

An employee- first culture is an environment were employee can feels safe sharing their concerns,
feel their voices shared and respected, find opportunities for growth, feel respected expressing
their views, have a fair equal work-life balance and recognize the core value of their organisation.
Zepto priorities their employees.

This culture encompasses a lot of characteristics like- building empathy and a culture of respect
for each other, democracy at the workplace, transparency and two-way communication, fair and
just treatment to everyone, and a fun and peaceful harmonious workplace more than just a job but
a family, with warm and friendly people around in the organisation. Zepto is also growing in
terms of its team every day, with the current staff strength of 4000 employees.
Roma bindroo, CHRO, Zepto,says,“We function differently, and a lot of people were inspired
purely with how we focused on core values and understood the insights From the customer
perspective a lot more clearly and then pivoted our work model.”

HR policies encouraging an employee-first culture

“We continue being an approachable and listening organisation through and through, so the
benefits that we finally defined and designed has programmes, are the ones rich the employees
have chosen a lot of times. When we are coming up with a programme, we come up with the ones
that employees have asked or spoken to us about,” explains Bindroo.

Zepto rans a full-fledged engagement survey when it was only nine months old. Most of its
cohort had just joined, yet they aimed at getting insights into what the organisation could become.

Core beliefs

Even as a young organisation just coming into existence and beginning to display signs of future
potential stage, zepto focused on full- fledged management action plans and employee feedback as
the basis for multiple forums.

“We have a complete calendar of engagement right from organisational town halls, which happen
every month, to functional town halls to ask questions to me or anyone about anything during
sessions, including ones with the founders,” says Bindroo.

Engaging and motivating its employees

The company takes employee regular feedback very seriously to know more about their opinion
for improvements and fixing the problems related to the company. Multiple forums are created for
them to engage, interact in the activities and at the same time take on pretty much any and
everything, say, something as simple as a policy on the parental cover.

Bindroo explains,“Earlier, people weren’t able to go to the gyms. So, we worked on it and shortly
were able to give access to, say, Cult.fit videos to all our employees. At this point, our
organisation was only 14 months old.”

“This is not a choice. You know it’s the way we look at it. Something which is a defining block of
the way we are aiming to create a high learning and high growth culture Zepto,” she adds.

Returning to office
Being in essential commodity service organisation for India, all the functioning and working of
the organisation is practically done on the ground, from procurement to delivery services. The
workplace isn’t just an office building but it can be anything- a mandi, a mother hub or a dark
store.

Only Zepto’s corporate functions, which constitute around 20% of its workforce, run virtually
with selected functions operating in a hybrid model, like the product tech team are on the ground
and hence, this is primarily a work-from-office type of organisation.

A lot of organisations have the privilege of having a strong and intelligent members for work
which can operate from anywhere. But Zepto’s model being hyperlocal, a huge part of their
workforce operates on-ground with local proficiency.Most of the organisation doesn’t provide
flexibility to employees like Zepto provides flexibility in office timings to its employees.

Vacation reimbursement policy

“When a lot of people were recovering from COVID or were gradually moving out of the
COVID- imposed restrictions, we wanted people to just start moving out of their homes and find
time to enjoy with their families and friends,” says Bindroo.

She adds,“That was a big reason why we initiated the vacation reimbursement policy, as we
realised that a lot of folks were not taking enough breaks even when they had an opportunity. We
wanted to create a culture for them to take breaks to recuperate and rejuvenate and then get back
to work.”

Bindroo believes that the practice of pausing before starting again is critical for employees or the
talent of any organisation, especially so, if they are very committed and dedicated to the
organisational work. Zepto Operates this vacation reimbursement policy on specific slabs basis,
for different managerial levels, such that an employee can easily take a 5- day vacation and all
costs of the holiday package of the worker is taken care of by the organisation. An Interesting
twist in this policy is that the ones who take vacation need not do it just with their families, but
with practically anyone, say siblings, parents, same- sex friends or even unmarried partners and no
questions asked. Employees have shown great excitement and interest in this twist.

“As an organisation, we are pushing our employees to focus on physical and mental heath. And
this is even our theme for Diwali- health, home and happiness,” says Bindroo.

Rewards programmes
“Many a time, gift boxes are also sent for families and not only the employees, deliberately trying
to ensure and create those different special moments,” says Bindroo

Zepto has a quarterly rewards program where it invites families to join them on zoom when say
their working member is rewarded. All these little things are done for the employees to increase
their productivity or work and longevity at the organisation. Not simply the person, but all aspects
of his or her life and the entire ecosystem of the employee are taken care of at Zepto.

On upskilling blue-collared employees

Zepto takes care of the health of its blue- collared employees, of their rights and transparency at
work and also make sure they have an accelerating career through its Saarthi programme. Through
this program, the employees receive training and awareness facilities, starting from the basics. The
ones who have completed their education up to the graduate level are given special opportunities
under a programme,, named pragathi, wherein, they are mentored and observed for six months.
After this, they are elevated and given higher positions and bigger roles from the rider level.

“We are very proud of our association with the gig workers, who are rider partners, we call them
Zeptons. And we have amongst the best retention rates in the industry of rider partners, and that’s
because we run full- fledged programme for workers,” Bindroo says.

How does zepto make money?

Zepto generates revenue from various channels:

1. Commission: Zepto charges a certain percentage of commission from the merchants on these
orders. The percentage of Commission differs on the value of the order
2. Surcharge on the dark Stores: The dark stores pay a certain amount to register themselves
with the application.
3. Delivery Charges: Currently, the company does not take a delivery charge, while several of
its competitors have basic delivery charges on orders that do not meet minimal shopping
limits, such as ₹250.
4. Sponsor Ads: Zepto accepts sponsored advertisements from companies and products.

Research Methodology

In everyday life of an employee has to face problems viz work, family, financial problems etc.
These problems in life call for acceptable and effective solutions and for this purpose, research is
 required and a methodology applied for the solution can be found out. The main objective of the
project is to analyse the relationship between employee and employer in the company named
Zepto. At later stage to study the relationship between employees and employer causal approach
was applied.

Based on the topic objectives were set and to arrive at the opinion on objectives a set of 13
questions were designed for questionnaire and response is only collected from the employees of
the company. For this project the area of research is Mumbai.

Objectives of Project:

Project was undertaken bearing following objective:

 To analyse employee and employer relationship during working hours.

 To know if employees are satisfied with the company.
 To study flexible work-shift given to employee with respect to Zepto.
 To acknowledge the services provided to the employees from Zepto.
 To study non-monetary benefits provided to workers in Zepto.
 To know the problems faced by employer in Zepto.
 To learn how employees are handled by the employer in the company.
 To gain knowledge internal knowledge of the company from employee.
 To critically analyse how positive employer-employee relationship can impact on organisational
success.
 To learn ways of improving employer-employee relations to achieve higher productivity and profit
maximization.


Scope of the study:

 Anytime that a task of doing the research is to be undertaken, the essential guideline is to define
explicitly the scope of the study. The questions here is that how many students or research
understand what is to be included in the scope of this study and what is the significance of the
same.
 The scope of study basically means all those things that will be covered in the research project. It
defines clearly that extent of content that will be covered by the means of the research in order to
come to more logical conclusion and give conclusive and satisfactory answer to the research.
 The scope of the study has to be defined a preliminary stage and that is very important. It can be
done in the later phase of doing the research as it creates a lot of ambiguity about the relationship
between employee and employer is the legal consideration of the various activities which may
occur in the performance of a person’s job, especially those acts which are reasonably relative to
the job description and by the employer.

Limitations of the study:

 This research is conducted on a sample size, so it might be possible that the information given by
such respondents may not match with the replay of total employees available in the company that
time.
 The study was restricted to only the employees of Zepto.
 The times constrain was a limiting factor, as more time was required to carry out study on other
aspects of the topic.
 The results and analysis based on the employee survey method and small sample size has taken
only
 It might be possible that the answers given by the respondent are of business.

Data Collection:

Data will be collected in dept from different sources; I will use two different sources of data collection
methods: Secondary and Questionnaire.

Secondary Data

The data which have been collected by someone else or taken from published or unpublished sources.
Secondary data were an important part in this study, especially in the introduction. Sources of
secondary data collection were:-

Different websites containing general information and research.

Review Literature

Theoritical review

The employment relationship aspect deals with the role and influence of law which determines the
rights and responsibilities/rules that govern the behaviour of both employer and employee which has
an impact on how relationship works out. However in recent years newer concept have emerged in
Human Resource Management that has considerable changed relationship that was formally
dependent upon interaction of formal legal regulations.(Beardwell and Claydon 2007)

Collective bargaining is a situation where representatives of both parties come together to negotiate
on matters relating to pay, terms of employment and working conditions, in recent years there has
been a shift from the traditional collective bargain to a more individualised method of bargaining.
(Henderson 2008).

Performance and reward management relates to the use of individualised pay, performance-related
pay and performance management. This factors determines behaviour in terms of motivation,
communication and level of commitment.(Beardwell and Claydon 2007)

Employee involvement is a form of employer-employee relations that allows more participation of the
employee in organisational decisions, this is when employees can influence decisions that are
normally reserved for management(Marchington and Wilkinson 2008).

Employee relations is characterised by both conflict and cooperation, Marchington and Wilkinson
(2008) described the management of employee relations as being vital to the success or failure of an
organisation and it is seen as central to Human resource management.

(Dawson 1995)acknowledged that the achievement of organisational objectives depends upon

employment relations, evidence from (Limerick 1992)suggests that individual empowering should be
consistent in the event of strategic change.

In the early 70s the relationship between employers and employees in work place was more of a
collective relationship which involves collective bargaining where representatives of both employer
and employees meet to negotiate on matters relating to pay, terms of employment and working
conditions, representatives of employees are known as trade union(Henderson 2008).

Organisations were encouraged to recognise and work with trade unions so as to improve the
employment rights of workers through collective bargaining(Marchington and Wilkinson 2005).

However, in the early 1990s, countries like UK where trade unionism were highly recognised
witnessed a significant decline in trade unionism, employee relations changed from the traditional
collective method of bargain to a more individualised method as a result of increase in sophisticated
HRM style initiative in communication, participation and recognition(Henderson 2008)

(Edwards 2003) described the relationship between employer and employee as a system where both
parties have common and divergent interest, this is a situation where employer and employee
communicate their requirement and views to one another in terms of agreement on work related
issues.

It limitation above theory is that different management styles can be used in the same organisation for
example the sophisticated human relations style can be used when managing managers while the
traditional style when managing other employee(Newell and Scarbrough 2002).

Considering theories that relate to performance and reward management, motivation theories like the
Maslow’s hierarchy of need, his theory identifies five levels of needs. Level 1- physiological needs
like food, water and comfort. The organisation provides financial reward. Level 2-safety needs: the
organisation provides this by benefits. Level 3- social needs: the organisation satisfies employee’s
social need through social gathering. Level 4-esteem needs: the organisation helps to satisfy employee
esteem needs by showing employees appreciation of work done. Level 5:self-actualisation needs: deal
with self needs, discovering individual’s full potential(Beardwell and Claydon 2007).

Researchers have often criticised this theory following the proportion that there is no clear
relationship between needs and behaviour. Alternatively Alderfer’s ERG theory suggested that needs
could be classified into three instead of Maslow’s five; these types of needs are existence, relatedness
and growth. Herzberg identified two factors based on his research namely motivators and hygiene
factor(Beardwell and Claydon 2007).

Besides motivation, modern theory in employee participation known as employee engagement was
defined by CIPD 2007 as ”the combination of commitment to the organisation and its values that goes
beyond job satisfaction and motivation”. This can be linked to psychological contract which will be
later discussed extensively, but this has to do with a stronger emotional attachment between employer
and employee that helps in attracting and retaining employees(Henderson 2008)

The concept of ‘soft’ model HRM throws light to the positive attitude created from the use of
appropriate HRM practices together with communication, motivation and leadership enhances
commitment to the organisation and improved performance (Guest 2002). while the ‘Hard’ HRM
model emphasizes on the effective utilization of employees, ensuring that HRM strategy are driven by
overall corporate strategy(Keenan 2005).

In a research carried out by (Edgar and Alan 2005)” they stated that effective HRM policies and
practices should be measured by their perceived quality, not simply by the number of practices
introduced.”

Another important issue raised by (Mac Mahon 1996) is that, even in small firms where the need for
improved productivity is very important, reward systems was rarely tied to productivity and
performance, and also conflict between employer and employee tend to be rare rather conflict was
apparent on a personal level.

(Savolainen 2000)also linked employer-employee relations with the aspect of leadership and
suggested three development strategies: 1)Trust building or participative strategy, 2)The
entrepreneurial cooperative strategy, 3)Negotiative strategy. Findings also revealed how organisation
change or move towards a new workplace and the role of line managers.

Another research suggest that the effective communication of information and ideas to employees
should be developed through practice and commitment, findings also revealed that organisation
should assess current culture to desired objectives and as a result new attitude often needs to be
acquired by both employer and employees(Owusu 1999). In the work of (Dawson 1995) evidence
suggest that human resource strategy has shifted focus of job design to career development, skill
development which enhanced employee involvement.

Estenson (1999) describes employer-employee relations as a key ingredient in the implementation of

quality improvement(Savolainen 2000).

Sadri and Lees 2001)said a positive relationship between both parties could lead to a competitive
advantage over other firms in the industry and also provide enormous benefits to the organisation.