Case- 02

Submitted By: Group-2

Section: 15

M.A Wahid 1430577030

Nishat Tanveen 1711958630

Sabrina Tasnim Esha 1721098630

Efat Tanzim Ishita 1721179630

1) 3 Problems:
1. Lack of bike rider’s training: When Pathao hires a bike rider, they take the bike license,
NID card, and phone number of bike rider’s. They don’t take the test of how safely a
rider can ride the bike and safely drop the passenger in the selected place. Even Pathao
doesn’t provide any bike training for their riders. Which can cause a bike accident, and
the customer can feel unsafe to get a ride on Pathao.
2. Due to the conservative Muslim country, women feel uneasy about using the Pathao
service: Another issue Pathao faces is maximizing its market in Bangladesh. Though
Bangladesh is a conservative Muslim country, there is a stigma attached to women
riding on a man’s motorcycle. Not just stigma but also maximum women don’t feel safe
to ride on an unknown man’s bike.
3. Lacks of a sufficient customer feedback process and technology challenges: Pathao
lacks an adequate customer feedback process. Their competitors, like UberMoto, use a
rating scale to get the proper feedback from their customers. But Pathao has just the
option to choose good or bad. Not only that, but also they face technological challenges.
Due to slowdown of their app services customer faces services issues like they were
unable to trace their bike rider to get the service.

2) Main problem:

Lack of Biker’s Training: Pathao is mainly a motorcycle-ride service business. There is some lack
or difficulty in this app business service, but proper training of bikers is the main problem as it is
a bike ride service. Pathao hires so many young student bikers. Some of them are new to ride
bike, careless, not trained as well. In our country, the road is not as safe as it should. Any road
accident is our daily issues. Personally, one of my family members also faced an accident during
a ride from Pathao. So that Pathao should more sincere about the training facility of their bikers
and teach the biker to keep their self-more careful.
3) 3 solutions:

1. Training sessions for the employees: As Pathao doesn’t provide training sessions for
their bike riders, they should look for it. By launching a training session for their
employees, it can reduce the bike accident. From hiring the bike riders, they will give
probationally two-three months of training, and then Pathao can provide weekly
training sessions to the bikers.
2. Hiring a female bike rider: As a conservative Muslim country, there is a high chance to
get into negativity if a women sit on the back of an unknown male biker. So, Pathao can
hire a female bike rider to ensure the safeness of a woman who wants to get a ride on
their emergency.
3. Establishing adequate customer feedback process: Pathao has already face the
customer service and retention strategy issue. So for this, they can update their Pathao
mobile app, like meet up the scale rate for their bike riders, where customers can rate
their riders, and Pathao will be able to understand the scale of satisfaction to
dissatisfaction. By doing this, they can give proper training to their employees.

4) Main solution

Provide proper training to the bikers: Pathao should trainee the bikers(male and female)
before joining their job, especially Pathao, and give some mental activity to the young bikers
about biking speed, safety, and ethical rules before starting their career. They should hire some
expert trainers for a bike ride and can make a training center as well.

5) Advantages of Main solution:

1. Differentiating business:
In our country pathao has some competitators in their several business infrastructure.
And non of them didn’t focus on that security fact. If a biker isn’t trained than the
proportion of accidental risk is comparatively high. If Pathao come up with this official
 training idea or action that will really give some faith to their customer base. So that
initiative can made Pathao different from others and can get again first mover
advantage(in terms of action play).
2. Change in notion:
If Pathao come up with women concept along with training plan it could be their step
forwarding to concept changing movement. Still in BD very less amount of women are
riding bike. If a company like pathao emanate with this women will get more courage to
go forward toards the project.
3. Getting fidelity to the service:
From customers perspective riding security is something that is really demanded. There
are thaousand of road accident cases occuring around the city by bike. Almost one third
of them from riders improper knowledge about riding. Also Pathao has leashed with
some accidental cases in mirpur, khilgao, shanti nogor and gulishthan etc. so vendees
are scare of this negative facts. So substantive training action honestly can take Pathao
position in anther level.

Disadvantages of Main solutions:

1. Women might have to face societal negativity:

Still Bangali society don’t accept womens riding. So being a trained rider can be curse for
many women because of family pressure. Destructive critismcan could ride humans
thought in negative way. So women can loose inspiration to be Pathao rider.
2. Sudden increase in Pathao’s operational cost:
To trained up all employees will cost immensely high. Pulling out a large amount of
money without knowing the exact source of return is a big risk for any company. So
giving trainng to employeed riders will increase their operational cost.
3. Have to sacrifice huge sales for limited time:
During the training hours or days service system have to be closed. Every hour Pathao
was getting sales which they have to sacrifice for the purpose. Decreasing sales can put
them into high liquid lackings to operate plan.
6) Conclusion:

Country like Bangladesh were sooth to say needed for riding service. Mostly populated city is
Dhaka. Every day 3-4 hours usually wasted in traffic which was the main reason for low
productivity of employees. Pathao got many first mover advantage and also diversified field of
operation to be sustainable and profitable in market where erasing new entry is nearly
impossible task. In a very short time they could achieve their milestones also adversely being
negatively exposed for some accidents. Nonetheless they have provided good service in every
field. Problems should also be noted and solutions which are given above, we believe is valied
enough.