Problem Statement

Airlift Express is facing supply side issues amidst hypergrowth

Identified Cause
Supply side shortages resulting from
poor rider management & apparent rider misbehavior

Impact
Decreased Customer ratings & customer retention
Rider Performance Metrics
Time-based Performance Metrics Target Failure

Availability – Airlift Express business hours are from 0900 – 23 00

Monday through Friday. Riders are to ensure their availability 95% compliance < 80%
throughout Airlift Express business hours.

Order Delivery – Airlift Express customers expect their orders to

be delivered in 45-60 minutes once they checkout. Riders 100% < 90%
performance to be assessed on how many orders are delivered compliance
within time
Turnaround time
Turnaround Time – In order to maintain consistent supply of riders, Per GPS > 10% of GPS
riders are expected to return straight to base facility in order to approximated time
deliver next order. Turnaround time per trip to be monitored time (5%)

Order Efficiency Metrics Target Failure

Orders Accepted – Riders are expected to accept 100% of the

orders transferred to them, however if due to genuine reasons they >95% orders < 95% orders
are unable to accept these orders, riders to have an option to accepted accepted
register their reason for order rejection.

Order Accuracy - Customers expect to receive what they pay for.

Riders are expected to comply 100% with order accuracy. Customer < 100%
to be intimated from application if any item is missing so they can 100% compliance
make alternate arrangements compliance
Rider Performance Metrics
Rider Enthusiasm Target Failure

Trainings Attended – Regular attendance of riders for training

session to ensure riders are well aware of the technology & 95% compliance < 80%
evolving business needs

Rider Hygiene Level - In wake of the COVID-19 pandemic,

hygiene is paramount for all customers. Riders are expected to be 100% < 95%
presentable since they are Airlift’s ambassadors compliance

Vehicle Quality Maintenance - For a customer, the rider’s vehicle Dirty and/or
is Airlift Express, riders that maintain their vehicles to be rewarded Clean well damaged
during routine inspections. This also ensures rider’s own safety maintained vehicles
vehicles

Customer Satisfaction Target Failure

Rider Average Rating – Customer rating provides a good insight as

to how satisfied a customer was with the order delivery. Riders to 7.5+ rating < 5.0 rating
maintain a positive customer rating at all times. Failure of which to
result in refresher training and / or temporary suspension
< 2 complaints > 10 complaints
Complaints Registered – Riders to maintain low complaints record, per 100 orders per 100 orders
however, it is natural that some customers will be dissatisfied, delivered delivered
Airlift’s target should be to keep this number at a minimum
We Win as a Team – As Airlift Express Grows

Short-term Medium-term Long-term

(0-3 months) (3-6 months) (6-12 months)

Communication is Key Social Media Recognition Umrah Tickets

Riders given clear performance Best rider given a shout-out on Best performer of the year wins
metrics during the onboard social media – Enable rider to Airlift sponsored umrah
process believe he/she is part of package
something bigger (adjusted based on rider’s
Lessons from religious views)
Market Competitors Grocery Package
As other ride ride-sharing app Best performer of the month Rider Trains the Rider
services grew they made it gets monthly grocery package Empower good performers by
more difficult for captains to from Airlift inviting them as guest trainers
score, driving out captains for upcoming riders
which has resulted in low ride Hypermarket Partner
availability. Airlift Express to Program Distributed Warehouse
keep it a win-win for all to Airlift to partner with Improved turnaround times for
ensure business sustainability hypermarkets in key delivery riders driving up customer
& rider financial viability zones – drives up satisfaction & reduce rider load
customer satisfaction
maintaining retention
We Win as a Team – As a Rider grows with Airlift Express

Short-term Medium-term Long-term

(0-3 months) (3-6 months) (6-12 months)

Veteran Riders to join Airlift

Emotional Competency Test
Refresher Training Express
Riders to pass an EQ
Average performing riders to be Experienced riders offered
competency test for basic
given refresher trainings & permanent roles to oversee
etiquettes
address issues they may be Rider operations at granular
facing levels for high demand zones
Hire Slow – Fire Fast
Riders need to pass on 3 key
Feed-back Sessions Rider Route Reassignment
elements ‘Intelligence, Integrity
Sessions to be conducted with Consecutive Average
& Energy’. If the rider can not
good performers & seek on- performing riders to be taken
prove his/her mettle in the early
ground information to improve out of high demand zones to
months, business image cannot
end-to-end experience verify performance in low
be compromised
demand zones
Industry Fraud – Business

High Impact – Low Likelihood High Impact – High Likelihood

COVID-19 Surge enforces Customer data Leaked to online

complete Curfew advertisement agencies for
Maintain status of Airlift Express as an Target-Marketing
essential service to deliver food & Customer data to be kept confidential
pharmaceutical supplies from all non-essential technology staff

Likelihood

Low Impact – Low Likelihood Low Impact – High Likelihood

Formation of Rider Association & Idea Replication

Influence Airlift’s business decisions While Airlift Express pioneers in online
Airlift’s operations team to monitor such delivery service, other app-based ride
developments & report to management services have a bigger network reach,
for further action swiftly Airlift needs to excel in delivery service in
order to keep its status

Impact
Industry Fraud – Technology

High Impact – Low Likelihood High Impact – High Likelihood

Technology Leakage to Customer Credit Card

Market Competitors Record hacked
All Airlift employees need to follow strict Airlift web servers to have high security in
ethical practices & respect the Airlift’s addition to incorporating no liability to
confidential intellectual property. Airlift in case such an instance occurs
Employees to strictly use company
assigned technology equipment only

Likelihood

Low Impact – Low Likelihood Low Impact – High Likelihood

*For a technology based company, all Temporary server crash

technology frauds to be considered as Airlift’s operations team to be available
high risk items hence it should be for 24/7 troubleshooting
addressed at war-footing

Impact
Industry Fraud – Rider

High Impact – Low Likelihood High Impact – High Likelihood

Rider fails to put money in Rider swaps quality products with

customer’s Airlift wallet inferior products
Send notification to customers when Continuous GPS monitoring of all riders
wallet accessed to only allow Rider to ensuring there are no unscheduled stops
leave premises once money is credited in or detours
online wallet

Likelihood

Low Impact – Low Likelihood Low Impact – High Likelihood

Rider is serving for multiple Rider goes missing with an order

applications Barring medical emergency, if the rider
Monitor availability of rider & conduct fails to deliver an order, order’s value to
one-on-one meeting, take necessary be reimbursed from Rider’s account. If
action depending on performance trend continues, Rider account to be
discontinued

Impact
Industry Fraud – Customer

High Impact – Low Likelihood High Impact – High Likelihood

Customer creates fake accounts to COD Clients cancel

order at random addresses dispatched orders
Rider to report customer account followed Temporarily block customer account
by permanent account block access if customer repeats this practice
& unblock only when client provides valid
reason via helpline

Likelihood

Low Impact – Low Likelihood Low Impact – High Likelihood

Customer Transition False claim to missing /

Airlift maintains market leadership in poor quality goods
online delivery, customers may explore Rider trained to intimate customer to
other alternatives. Customers to be check delivery before confirming
readily engaged with seasonal sales & Identify client trend for frequent false
customer royalty reward point scoring complainants & process future complaints
system with low priority

Impact