East West University

ASSIGNMENT
Course Code: MGT 251
Section: 01
Submitted to :
Dr. Farhana Ferdousi
Associate Professor and Chairperson
Department of Business Administration

Submitted by:
Name ID

Tamim Rahman 2017-3-10-011

Israt Jahan 2017-2-10-186

Zahidul Islam 2016-1-10-118

Afsana Ali 2017-3-10-071

Date of Submission: 25th November 2019

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 Introduction:
Arguably, Pathao, a start-up business of a young entrepreneur named Hussain M. Elius, is the
most successful app-based ride-sharing service in Bangladesh. The ride-sharing platform Pathao
is one of the fastest growing e-commerce service providers in Bangladesh. The IT firm’s most
popular service to date is a motorbike sharing service based on a smartphone app. The consumer-
friendly ride sharing service has overtaken Bikes and Private Car rental services by offering its
customers a better way to avoid traffic jam in the mega city. This report basically refers to the
wholesome brief of Pathao, specially the Chain of Command which is different levels of
management and non–management role, the diversity among the organization and the
motivational factors of an organization. Kamal and Ahsan reported that, the size of Dhaka’s ride
-sharing market is estimated to be BDT 22 billion (2200 crore) year. Besides, it has become a
new source of income to the unemployed people of the country Indeed, Pathao is capturing the
market like a honeybee.

Mission:

Pathao is developing tangible solutions to battle the country’s biggest infrastructure problems.
As Pathao is basically an online based ride sharing and delivery service organization so their
main mission is to solve two major problems of the people across this country. First one is to
save their time by serving ride sharing facilities. And the other one is to deliver products of their
clients within the most reasonable time. However, Pathao has another mission whichshould be
mentioned is boosting the power of technology to change the face of Bangladesh.

Vision:

The vision of Pathao is to be the largest and top ride sharing service and logistic service
organization of Bangladesh.

Deferent level of managerial and non-managerial roles in “Pathao”:

Managerial responsibility
A manager’s primary task is to provide leadership to their staff, provide a high level of service,
taking higher level decision for bank. Their role is very risky, as they bear the responsibility of
their performance and success. To ensure that their activity is performing at an exceptional level,
managers must have expert knowledge of every aspect of their operation.
The decision making managerial roles of PATHAO are being played under the position of –

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  CEO
 CFO
 COO
 CIO

Non-managerial responsibility
Non-managerial employees are responsible only for themselves and their work. Managers are
responsible for the productivity of others. A common mistake of “non-managerial employees” is
to comment about the work ethic of another “non-managerial employees” who isn’t performing
the way they think they should. They may even complain to their manager about this. A less
common counter-example is when a manager defaults on their responsibility and tells a non-
managerial employee to report on the performance of another employee. It is totally
inappropriate. Inside PATHAO the non-managerial roles performed by the position of –
 Non-Executive Director
 Account Management
 Customer Service officer
 Digital Platform Executives
 App management team
 Courier management

These non-managerial activities are controlled by their individual team leader. Under each team
there are minimum 25 coworkers are employed.

Our queries:

1) Which type of structure they follow within the organization?

2)What are the different managerial positions within each level?

3)who makes the decisions and how their tasks and responsibilities are distributed?

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At the time of visiting Pathao Organization, we consulted with Mr. Samiun Ibne Hossain,
Executive, Operation. Who was in the middle level position of management system of Pathao.
So, here we are discussing of the management system of Pathao according to his words.

The Feedbacks :
 Organizational Structure of PATHAO:
According to Mr. Samiun Ibne Hossain, the Management system of Pathao both follow the
“horizontal” or “flat structure”. A flat organization refers to an organization structure with few
levels of management between management and staff level employees. The flat organization
supervises employees while promoting their increased involvement in the decision-making
process. Even though they have division in their managerial structure but that structure is very
flexible. They can easily communicate with their upper levels directly. Both upper level and
middle level work to gather in decision making. All the managers have total freedom in
producing ideas. The reason behind Pathao selecting this idea is to embrace creativity as much as
possible, as they this are a startup company.

 Managerial Positions and Roles of PATHAO

Through some information, we have identified the only two level of management in their
company. These include top-level management, mid-level management. There are different
managerial positions within each level and they are performing different tasks and
responsibilities according to their own positions. As each position carries different task and
responsibilities.

 Top-level management:
In Pathao service organization, the top-level management includes CEO (Chief executive
officer), COO (Chief operating officer), CFO (Chief financial officers), and CIO (Chief
information officer). They establish and carry out departmental or organizational goals, policies
and procedures. They direct and oversee an organization’s financial and budgetary activities.
They manage general activities related to providing services. They consult with other executives,
staffs, and board members about general operations. They negotiate or approve contracts and
agreements. They appoint department heads and managers. They analyze financial statements
and other performance indicators. They identify places to cut costs and to improve performance,
policies, and programs.

 Responsibilities of CEO: Pathao’s CEO name is Hussain M Elius. The CEO is the
highest-ranking manager in the company and reports only to the board of directors. He
develops the overall strategy and goal for his organization and is ultimately responsible
for his success. He meets frequently with other top level managers to ensure that their
areas of responsibility meet his overall vision. The primary responsibility of the CEO is
to provide broad leadership and vision. He typically leaves the details of performance and
operations to other managers.

 Responsibilities of COO: The COO is usually the second in command and is responsible
for daily operations. He reports directly to the CEO and can act as the intermediary
between him and other top-level managers. Much of his work is behind-the -scenes, as

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 the CEO becomes the public face of the company. His tasks are often defined by the CEO
with whom he works. He typically works with the details of implementing the CEO’s
vision by prioritizing requirements, monitoring results, apportioning resources on a broad
level, and measuring efficiency and performance. COO often ascend to the job of CEO.

 Responsibilities of CFO: CFOs oversee financial activities, especially for public

companies. Most come from accounting backgrounds and may be Certified Public
Accountants. They meet with senior executives to analyze and approve budgets, write
financial plans, decide on banking and investments, and forecast sales and profits. One of
their most important functions is ensuring that financial controls meet all applicable local,
state and federal regulations, and that the corporation meets all tax reporting and payment
obligations. To achieve this requires regular audits of corporate transactions.

 Responsibilities of CIO: Pathaos CIO name is Ahmed Fahad. CIOs sometimes known as
chief technology officers, manage the technological needs of a company by determining
how information and computer systems are implemented. In Pathao, they are basically
performing in a very important position. As Pathao is a software base service provider
company, so they really need highly technology based skilled employers. On the other
hand, their forecasts and requirements are often part of the overall strategy of a firm
which they discuss frequently with other top-level managers and with the CEO.
Advanced degrees in information technology or computing are crucial to the position,
since they coordinate the use of hardware, software, networks and communications. They
must constantly update their knowledge and skills in technology by attending classes,
seminars and conferences. They determine how much of a company’s computing needs
remain in-house and how much is outsourced. They also analyze and implement data
security.

 Middle level management:

Pathao hire a lot of middle level managers every year and train them because pathao believes in
youth and new ideas. Middle level managers include general managers, branch managers, and
departmental managers MTO. They are accountable to the top-level management for their
department’s function, and they devote more time to operational and directional functions than
upper management. A middle manager may execute organizational plans in conformance with
the company’s policies and the objectives of the top management. They define and discuss
information and policies from top management to lower management. Most importantly, they
inspire and provide guidance to entry level managers to assist them in performance improvement
and accomplishment of business objectives. Middle managers may also communicate upward by
offering suggestions and feedback to top managers. Because middle managers are more involved
in the day-to-day workings of a company, they can provide valuable information to top managers
that will help them improve the organization’s performance using a broader, more strategic view.
As an inherent leader, middle managers have to possess sense-making and persuading skills.
They must be able to motivate, influence and guide their subordinates, become a role model for
them, demonstrate the quality and the level of work contribution necessary for the organization

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and engage in continuous self-development and learning. They should have a clear vision of the
strategy implementation and be creative in overcoming the possible difficulties.

Rest of the members in the organization are employees who work in hubs, temporary employees
and rest are freelance rides who work in the field.

We asked the manager if there was any conflict be between a manager and employee or even
between a manager and a manager?
According to his word the there was no conflict of any kind. As the structure is of pathao is flat
hierarchy. All of the managers and potential employees can easily communicated and express
their opinion. They can easily have informal and formal communication, so there is less chances
of misunderstanding. Everyone’s job is clearly defined and they do their job according to that. So
there so no chance of conflict among members.

Diversification:
Pathao managers know well how to manage their huge number of employees in terms of both
deep-level and surface-level diversity to provide the best service and to avoid such conflict.
managers should also know that individual characteristics like age, gender, race, religion,
ethnicity and abilities can lead to misunderstanding, miscommunication and conflict. These are
one type of diversity and that is surface-level diversity and another one is deep-level diversity
that includes personality, values etc. They have a very unique department which is called “HR
corrupt”, this department includes three members. They are spatialized to act only on diversified
conflict.

Our queries:

1)Do your organization prefer diversified subordinates in the organization? If yes, why?
2) What type of diversity do your organization has?
3) Did you ever have to resolve any conflict between two diversified colleagues? If yes, what
actions you took?

The feedbacks are:

 Yes, the organization prefer diversity. Because it gives them chance to bring different
culture and ideas in the organization.In Pathao, employees are different according to

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 gender, age religion, ethnicity and abilities. In case of gender diversity, they prefer both
men and women for administrative officers, but for providing service to customers, they
prefer men. The age of the employees varies between 25-35. They have a lot of
international recruitment every year. To enrich their organization with different ideas,
perspective and culture of other countries.
 Different type of diversity in Pathao:

o AGE: Pathao managers prefer hiring employees less than of age 30 because they
believe that youths are more eligible and flexible in handling customers. The
highest age employee working in the organization was 33-year-old.
o Religion: There lies a number of diversity in terms of religion and ethnicity in
Pathao. Managers get benefited by having these diversified employees. When it is
a Muslim festival and the Muslims go on holidays, there are employees of other
religions to serve the customers; same for other religions also. As no religion has
festivals at the same time or dates, subordinates from diversified religion help
Pathao to continue their service throughout the year.
o Gender: there are no difference between hiring a male or female employees as
they are a service organization. They do no feel the need of hiring a specific
gender. All are treated the same.
o Ability: Physical abilities are preferred more than intellectual abilities. They do
not hire any disable employee because having any disability is a large barrier in
such kind of service providing organization.
 Scenario which describes how the manager solves a conflict between a male and
female worker:
o A few months back there was a misunderstanding between a male and female
worker and the female worker felt harassed and immediately complained to the
“HR Corrupt” and the situation was handled wonderfully. They didn’t let any
word spread. They decided to transfer the male employee to another branch
immediately, though it was just a misunderstanding.

 Motivational Program

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 At the end of the interview we talk about the motivational programs with Samiun Ibne
Hossain, the operational executive lead, he described the feeling of employees when those
motivational programs are implemented. How do they motivate their employees, they arrange
some motivational training, giving performance basis special appraisal they also arrange some
recreation event like arranged traffic awareness workshop in collaboration with DMP. There are
two types of Motivational programs existing in Pathao one is financial and another one is non-
financial. In Pathao the mangers mainly focus on the non-financial motivational factors. They
believe that “People do work for money but they work even more for meaning in their lives”.
Financial facilities will only motivate them on short-run.

Our queries

1)How do they motivate the employees?

2)Is there any training session to motivate employees who are demotivated towards their job?

3)what does the managers do when they find-out an employee is demotivated?

Types of motivation pathao has:

we got to know that pathao has two type of motivational factors but they try to focus on non-
financial motivational factors.

types of motivations:

1. Financial. ‘

2. Non-financial.

Non-financial motivational programs:

 Job rotation: Pathao focuses on job rotation very well. They do not give employees any
chance to get monotonous or bored because they rotate job every 3-6 months. So they get
to work with new members under new leader guidance and gather new work experience.

 Monthly training: This organization arranges monthly meeting or counselling for skill
development. This meeting encourage to the employee and energize their ability to be
confident on their job responsibility by counselling each other.

 Annual tour & monthly get together: This organization arranges annual tour in every
year. Almost in every month the employee go for dinner / lunch which is sponsored by
PATHAO itself.

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  Best employee award: Best employee award/token is given to each department based on
their performance. Performance involves their attitude, responsibility, job handling skill,
etc.

 Employee awareness program: Pathao limited, organization a workshop regarding

traffic safety awareness, where many Pathao riders were given training and awareness
sessions on traffic safety laws by the DMP. The main topics of discussion was
“understanding and following traffic regulations.”

Financial motivational programs:

 Monthly attendance Bonus: Attendance bonuses are provided to employees who have
maintained perfect attendance for a period of time, typically a full quarter or year. Every
staff takes monthly attendance bonus if they are present on every day. To increases
punctuality and productivity and reduced absenteeism organization offers such bonus.

 Yearly increment: Salary increments are often expressed as a percentage of an

employee's overall basic pay. An increment usually represents a portion of what the
employee earns per year. Employers use increments to increase basic salaries or to award
bonuses as performance basis.

 Festival bonus: This organization gives festival bonuses to every employee as per their
salary basis. It is the gesture of appreciation from the organization towards their
employees.  It is not only given for the job well done but also to keep the employees
motivated and focused. This is given during the festivals as well such as Eid, Diwali,
Christmas, etc. The distribution of the bonus completely depends upon the policies of the
organization. The amount of the bonus depends upon the profitability of the organization.

 Maternity leave: A period of approved absence for a female employee granted for the
purpose of giving birth and taking care of infant children. This organization also gives
maternity leave women and it also paid.

 Pathaos tanning program to motivate employees:

When a manager feels demotivated to conduct their job there is a special training
program for the managers only which is call “MTO”. When a employee is demotivated
leader or supervisor of every team supervise individually and try to explore and

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 understand the matter and also initiating to take some training session to energize their
energy.

 Managers activity when they find an employee is demotivated:

First of all, PATHAO prefer the employee choice which part they feel
comfortable to work and also which part they are strong. Then they assign a
specific executive manager who will directly supervise him/her. Sometimes gives
speech and encourage them saying that - you are the best employee, you can do it
perfectly. Sometimes also gives extra temporary facilities and appreciation on the
basis of performance. Pathao offers a lot of field work, so that they can interact
with other. To break through this monotonous office environment. The leader
interacts and observes individually try to find out their problem and facilities.
Sometimes they make fun and talk about their personal life. Basically he provides
some space for sharing their problems and making the relationship turn into a
friendly zone.

We asked if there was any scenario where manager had to deal with a demotivated employee?

According to his word there was a really good employee, who had an excellent record but after
his marriage they shifted to a location which was really far from the office and transportation
cost was also high beside local bus. Manager called his to his office and ask them what was
wrong and what he could do to make things better. As soon as he understood the situation
manager proved him transportation facility. The employee immediately felt that he was actually
valued in the organization and his motivation was higher than ever.

Conclusion:

Pathao business structure is not so much complex. There is a smooth line among the employees
and the customers. If, Pathao maintains this smooth communication, no business can compete
with Pathao. Pathao is embracing diversification very well, their “HR corrupt” department is a
great new idea which handles any conflict between diversified employees very well. They are
focusing more on non-financial motivation as it last longer than financial motivation. They
motivate they employees by creating a friendly and easy to approach environment. All to the
discussed factors are going very well for pathao as a start-up company. With this kind of
managerial approach Pathao’s success over time which clearly indicates that their management
system is doing their job according to their plan and they are quiet good at it.

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