Good Evening everyone!

I am very happy to have this chance to give my presentation.

Before I start my speech, let me introduce myself first. My name is Jhorna Akter
Shova. & my ID is 112192020
As you already know about the title of the topic of my presentation is regarding

“Shortening the business process is good for business and customer service”

As I am working at Pathao Since 2018 as a Team Lead Position at their Customer

Experience Department. So, after getting permission from our Pathao higher
authority I am presenting this internal information for the reference of the given
topic.
So, I am going to talking about “A study on how Pathao improved their business
process by shortening it”
 At first, I want to say, we all know about Pathao. Pathao was founded by
entrepreneurs Hussain M. Elius, Fahim Saleh and Adnan Shifat in 2015 &
currently provides many services like CAR, BIKE, FOOD, PARCEL,
COURIER.

 Currently Pathao is following the trend of Shortening the business process to

increase their business profitability & for customer service satisfaction. I have
mentioned those shortening changes in the following slides consequently.

 The First strategy of Pathao was to Shortening the support centers

Well, previously on last 2018 Pathao had Five walk-in centers which were located
different areas of Dhaka city, for example – Banani, Dhanmondi, Mirpur, Uttara &
Motijheel from where drivers could go for joining verification purposes and for
taking any kind of day to day support.
But currently they have only 1 (one) Walk-in-center which is located at Banani
Chairmanbari.
& By shortening these Walk-in-Centers they have got a lot of advantages, those
are-
  Cost effective
 Became Easy to make quick resolutions

 It became Easier to manage

 It Easier to make changes
 It Create more flexibility

 After shortening these office locations one of the most talked of topic about
Pathao “Pathao sacks 300 employees in one day without giving any
prior notice” which was covered by DhakaTribune.com
Another news was “Pathao breaks silence on reported job cuts for ‘cost
optimizations” bdnews24.com

YES, These news are true, On last 25th June 2019 around 300 employees, including
mid-level executives and some departmental heads, were laid off without any
notice. They shortened their business process because they have introduced
changes across all major business lines, leading to significant organizational
restructuring and cost optimizations. They followed this shortening for the
reason of new comprehensive strategy which will strengthen the core
businesses with an increased focus on efficiency. Before the latest layoff,
Pathao had around 520 employees. 

Surprisingly after the layoff besides shortening these employees there are lots of
changes occurred:

 Ensures that they have the best employees on their team

 Creates cost-effective option
 They ensured that they have mainly experienced employees on board
 More personal income
  The ability to share financial rewards with others

Another last strategy they made against shortening their business process which is:

 Shortened their customer support pattern by introducing Facebook LiveChat

process:
Phone support is how companies have traditionally been there for customers, but it
can be very costly – both in terms of toll charges and person-per-hour costs.

If you look at my slide there is a survey of eDigital Customer Service Benchmark

calculated that

live chat had the highest customer satisfaction levels at 73%, as compared to
61% for email support and only 44% for traditional phone support.

After Shortening the support pattern Pathao have benefited by:

1. Reduce expenses

2. Increase sales

3. Improve customer service and loyalty

4. Faster problem resolution

5. Customer convenience

6. Competitive advantages
Conclusion

At the end of the presentation If you ask me is it good shortening the business process
rather than making it too lengthy?
My answer will be – “Yes” IT IS!
Rather than a lengthy Business Process if we try to shorten the process it will be cost effective as
this helps to cut down unnecessary costs.
Furthermore, the better your recipes are, the greater the customer loyalty, profitability, and
growth you will enjoy as we have seen from my example of Pathao.
Chapter -1
22,23,24,25,26,26,35,36,37,38,39
Chapter–4
108,109,110,111,112,114,115,116,117,118,119,120,122***,124,125,126,127,128,
129,130,131,132,133
Chapter–5
177,178,179,180
Chapter–6
218, 220,221,222,223,224,225,254-powerpoint,

Better delivery service

Increase competitive
Lower down cost of reduction
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