e le

h
T ub
o
r
t th
wi
Business Process
Presented by
Management
Abhishek Gupta
Akanksha Hiwarale
Mohit Patil
Syed Essam Rashid

C019
C020
C044
C059

Ayush Jain
Sneha Kundu
Jahnavi Modi
Varun Malik

C023
C034
C038
F031

What an angry restaurant owner had to

say..
This is also the story of a start-up where the
culture seems to be: screw processes, screw
ethics and screw the company, too; lets just
have a party.
- Mint, 16th September 2015, The trouble with
Foodpanda

Foodpanda and The Business Problem

The foodpanda group is a global mobile food delivery
marketplace headquartered in Berlin, Germany

Reasons for selecting

Food
LackPanda
of streamlined business
processes leading to a
unsatisfactory customer
experience

Home delivery in India alone is a $15 billion market, and

globally is $300 billion

Problem of fake orders and

fake restaurants

Currently operating in 40 countries lists 46000 restaurants

Investors
Rocket Internet
Goldman sachs

Absence of automation and

lack of efficient software
implementation

Foodpanda India CEO Saurabh Kocchar

$173 million of annualised GMV in 2014

Acquisitions

Project Objective - Seamless food

ordering experience to the customer

Tighter integration between the restaurants and

foodpanda through real time inventory tracking
and order confirmation

Greater transparency in tracking newly registered

and closed restaurants and in accounting
settlements

Current Business Process (As-Is)

Current Business Process (As-Is)

The Good v/s the Bad of Food Panda

Issues in communication of orders
processes
from Foodpanda to Restaurants
Ability to offer frequent discounts
and offers

leading to huge delays and incorrect

orders(sometimes 2 hrs)

Shut down restaurants shown on

Foodpanda
Good range of listed restaurants

Immediate resolution of
complaints/timely processes of
refunds( Bad part lots of them!!)
Gives option of delivering from
far away restaurants

No real time inventory visibility

Order failures
Payment delays from Foodpanda to
restaurants
No stringent verification process,
numerous entirely fake restaurants
enlisted(as many as 70 by a single
person, 400 in total)
Restaurants faked bloated order
quantitiesworth as much as 8 lakhs and
Foodpanda could not verify and had to
pay, use of unsecure excel sheets

What officials within Foodpanda had to

say..

There are no checks. The whole operation is running

on Excel sheets, says Official 3, who has since left the
company. You know simple tools like one time
password (OTP) for the order, a real-time system
which alerts managers to spikes in orders, another
real-time system to restrain a restaurant from
processing more than a certain number of vouchers
there was nothing. And we fought a lot to build
something, but the attitude was, just let it be. This was
the attitude from the top.

Proposed Business Process (To-Be)

Proposed Business Process (To-Be)

Interventions for process improvement

Technological

Non-Technological

Dedicated app on
Android/iOS/Windows
platform for each
restaurant owner to
integrate with
Foodpanda system

Automated
notifications for the
restaurant owner
(routed through
Foodpanda) on the
app when customer
places order for the
restaurant

Restaurant owner to
update inventory
through app for real
time inventory
reflection on site for
customers

Show out of stock

at line item level for
restaurants

Estimated time to be
updated by the
restaurant, this will
be sent to the
customer

Real time system to

alert manager about
spikes in orders

Live chat feature

Order management
to track historical
data of orders at the
restaurant level

Relationship management
with restaurants to secure
better offers

On field checks to identify

closed or fake restaurants
Combining orders
from multiple orders
into one

Benefits to stakeholders
Customers

Foodpanda

Timely and
correct
deliveries
Order
tracking
improves
experience

Higher
customer
satisfaction
and
retention
Better
financials
due to
reduced
losses on
untracked
orders

Restaurant
owners
Accountabil
ity
Increased
reputation
Better
accounting
Can focus
on core
business

Context Diagram

THANK
except
YOU

Disclaimer : No animals were harmed in the making

of this ppt

Abhishek Gupta
Akanksha Hiwarale
Mohit Patil
Syed Essam Rashid

C019
C020
C044
C059

Ayush Jain
Sneha Kundu
Jahnavi Modi
Varun Malik

C023
C034
C038
F031