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    CASE STUDY No. 1

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    tristanbenito80
    J&T Express is an international delivery company founded in 2015 in Indonesia that has expanded to 13 countries. During the COVID-19 pandemic, their deliveries increased 50% in Indonesia. They provide nationwide delivery services in the Philippines with over 400 branches and 300 vehicles. However, a viral video showed employees carelessly tossing packages, violating handling standards. J&T Express apologized, took responsibility, and sanctioned employees while also reforming practices like retraining and quality control to address customer concerns over mishandled packages.

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    CASE STUDY No. 1

    Uploaded by

    tristanbenito80
    40 views2 pages
    J&T Express is an international delivery company founded in 2015 in Indonesia that has expanded to 13 countries. During the COVID-19 pandemic, their deliveries increased 50% in Indonesia. They provide nationwide delivery services in the Philippines with over 400 branches and 300 vehicles. However, a viral video showed employees carelessly tossing packages, violating handling standards. J&T Express apologized, took responsibility, and sanctioned employees while also reforming practices like retraining and quality control to address customer concerns over mishandled packages.

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    CASE-STUDY-No.-1

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    J&T Express is an international delivery company founded in 2015 in Indonesia that has expanded to 13 countries. During the COVID-19 pandemic, their deliveries increased 50% in Indonesia. They provide nationwide delivery services in the Philippines with over 400 branches and 300 vehicles. However, a viral video showed employees carelessly tossing packages, violating handling standards. J&T Express apologized, took responsibility, and sanctioned employees while also reforming practices like retraining and quality control to address customer concerns over mishandled packages.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    40 views2 pages

    CASE STUDY No. 1

    Uploaded by

    tristanbenito80
    J&T Express is an international delivery company founded in 2015 in Indonesia that has expanded to 13 countries. During the COVID-19 pandemic, their deliveries increased 50% in Indonesia. They provide nationwide delivery services in the Philippines with over 400 branches and 300 vehicles. However, a viral video showed employees carelessly tossing packages, violating handling standards. J&T Express apologized, took responsibility, and sanctioned employees while also reforming practices like retraining and quality control to address customer concerns over mishandled packages.

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    CASE STUDY No.

    1
    J and T Express
    Who is J and T?

    J&T Express is an international delivery company founded in August 2015 in Jakarta, Indonesia.
    Its core business is express services and cross-border logistics.

    J&T Express is committed to continuously creating integrated quality experiences for its
    customers globally. With over 300,000 service personnel worldwide, J&T Express’ network
    spans 13 countries including China, Indonesia, Vietnam, Malaysia, Thailand, the Philippines,
    Cambodia, Singapore, the UAE, Saudi Arabia, Brazil, Mexico, and Egypt, serving over two
    billion people worldwide.

    COVID-19 pandemic

    The COVID-19 pandemic in Indonesia resulted in a 50% increase in J&T deliveries during
    Ramadhan 2020, compared to the previous year, and its handling of up to three million packages
    each day

    J&T Express has given aid packages to cities severely affected by the outbreak, such as Surabaya
    and Tangerang. Medical aid packages were also given to hospitals.

    How Does J&T Express Work?

    As a logistics provider, J&T Express works just like any courier service in the Philippines.
    However, what sets it apart from other delivery companies is its wide range of features that help
    ensure reliable, secure, and on-time deliveries.

    J&T Express Delivery Features

     Nationwide coverage with over 400 J&T Express branches and warehouses

     300 delivery trucks and vehicles

     24/7 and 365-day operation in a year

     4-Service Platforms for shipping and tracking packages: J&T Express website, mobile
    app, social media[1], and 24/7 customer service hotline (02) 8911-1888

     24/7 CCTV monitoring for package security

     GPS tracking system for monitoring delivery trucks

     Real-time tracking system

     VIP Platform (self-service dashboard that enables online sellers to manage transactions
    and speed up the J&T Express delivery process)

     Claims system that provides compensation for lost or damaged package

    J&T Express ‘shocked’ by viral video, apologizes


    By TINA PANGANIBAN-PEREZ, GMA News

    Courier service J&T Express has apologized to the public days after a video showing employees
    carelessly tossing parcels into a delivery van went viral, but sanctioned the employee who filmed
    the incident. In a press conference on Thursday, J&T Express vice president Zoe Chi said they
    were "shocked" by the video. “We would like to apologize about the incident that has circulated
    a few days ago. We were shocked to see the video. We humbly take full responsibility for this
    incident,” she said.

    Chi added that J&T Express has embarked on reforms, including creating a new quality control
    team, retraining their employees, and compensating affected customers. But J&T Express
    branding manager Leonardo Alampay insisted that the incident is an isolated case and is contrary
    to company standards. Alampay said they have a system in place that can track every parcel and
    identify all employees who handle it. Alampay added that their warehouses and offices are also
    equipped with CCTV cameras, which also helped them identify everyone in the viral video. “The
    people involved in the video are on-call riders and sorters temporarily hired by the company.
    You can be assured that we won’t tolerate this kind of behavior and any future instances that
    might occur that are similar to this won’t be allowed to serve in the company,” Alampay said.
    The employee who took the video was also sanctioned; the executives added.

    Problem
    1. Conduct a SWOT Analysis for the company.
    2. How did J&T Express address its customers’ concerns about mishandled packages?
    3. Did J&T Express fail to offer staff training and seminars?
    4. How did the J&T Express personnel violate the standard for packaging handling?
    5. What alternative course of action/plan of action should be taken by J&T to address the
    complaint?

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