Background

It’s a Saturday morning, and, after your socially distanced gym session, you check out your
schedule for the upcoming week. You need to restock your groceries, problem is, the large
crowds at the supermarkets do not excite you, especially considering the fact that its month end.
You spend the better part of your Mondays and Tuesdays on zoom meetings since you work
from home. Your children also need help with their school work because they have been learning
from home since the pandemic started.
In short, you cannot afford to spend time in queues at the supermarkets. So, you pull out your
smartphone, launch the Netseteka App and select your favorite supermarket. You then scroll
down the list of items you had purchased previously, have a look at weekly specials, search for a
new brand of frozen ready-made pizza your colleague recommended, then select a delivery slot.
An hour later, you get a firm knock on your door, it is the shopper (delivery guy) wearing a face
mask who then hands over your groceries to you.
The pandemic has fast-tracked the incorporation of technology in our daily tasks to a heightened
level. Lindinkosi Mdluli, Bukhosi Mavuso, Simon Mngometulu and Wendy Msibi have since
found it of paramount importance to bring a solution to the Eswatini nation by offering
convenience and reliability when it comes to grocery shopping through the Netseteka app.
Our main objective with the Netseteka app is to simplify the shopping experience for the
customer and also make it enjoyable and efficient.
The company will have its head office in Matsapha and will have various offices closer to the
retailers in towns such as Manzini, Mbabane and Ezulwini. The Netseteka app will thrive
through collaboration with the major retailers in the country including Shoprite, Pick n Pay, Spar
and OK Foods.
The business model will require three important components;
- Users
- Individual shoppers (delivery)
- Supermarkets
The above elements and the mediator (i.e. Netseteka app) combine to make the start-up. In order
for the app to function successfully, this ecosystem must be complete. What will make Netseteka
a lean start-up is that it will not own any supermarket, nor does it have shoppers on their payroll
on a permanent basis. Our main business will be by the platform we will offer.
Emaswati will get to use the platform to buy groceries at their convenience and shoppers will get
a source of income. Additionally, shoppers will have the flexibility to work at their own
convenience. As far as supermarkets are concerned, they will benefit from an extra user base and
a way to reach more customers than their physical shops ever can.
MISSION STATEMENT 1

1. What is our current mission? What does it say about who we are, what our purpose is,
what business we are in, who we serve, and how we are unique?
To offer a customer an alternative way of shopping by bringing to them what they order from
supermarkets at the comfort of their own homes by just tapping in our Netseteka app.

2. In general, what are the basic social and political needs we exist to fill? Or, what the
basic social and political problems we exist to address
The Netseteka app will aim to improve the shopping experience for its users which they usually
dread because of the long queues and also offer the ability to shop from different supermarkets
through their phones at the comfort of their homes.

3. In general, what do we want to do to recognize or anticipate and respond to these needs

or problems?
The Netseteka app will use technology to build an ecosystem that is made up of the user,
individual shoppers and supermarkets. This ecosystem will help our country to adapt to the new
way of shopping during the pandemic and post pandemic since shopping will be simplified.

The users will save time and shop from different supermarkets in just one app. Individual
shoppers can make an extra income as most people lost their jobs since the pandemic hit hard on
our economy. Lastly, the supermarkets will get to experience an increased demand for their
goods than their physical shops ever can.

4. How should we respond to our key stakeholders?

The key stakeholders in the business will be the users, the shoppers and supermarkets. The best
way to respond to these stakeholders would be by creating an open-door policy with clear and
fair guidelines on how to address their concerns. Of paramount importance is recognizing that all
three stakeholders are equally important in the ecosystem to be successful.

5. What is our philosophy?

To deliver groceries promptly.
WORKSHEET 2

VALUES STATEMENT

1.

Value Is this a Or is this

desirable or inappropriate or
good value? bad value?
Convenience Yes No

Cost saving Yes No

First mover Yes No

Innovativeness Yes No
Trustworthiness Yes No
Flexible working hours Yes No

2.
Value Definition
1. Convenience Netseteka brings out the most convenient and
reliable way of shopping groceries.
 Customers would not need to physically go to
the supermarkets for them to do their
shopping. Delivery is made even in
unfavorable weather conditions.
2. Flexible working hours The company uses freelancers who always
work according to their availability. The
freelancers are always outside the stores
waiting to pick up orders.

3. Trustworthiness On this case, the company charges no

additional mark up to the price of the product
in the store, so, the price of an item on the
app and from the supermarket are the same.
Netseteka only adds the delivery rate. Also,
the freelancers that the company uses are
screened to make sure that they have a good
reputation and can be traced and held
accountable whenever they’ve done
something wrong.
4. Cost saving The company saves both time and money for
its customers. A customer would have more
time to spend with their family and save on
transport costs.
5. First mover Netseteka is the first company to provide
services of its kind in the entire country; it is
the first mover in this sector which is good
for all Eswatini’s citizens.

WORKSHEET 3

VISION SKETCH

1. Mission
To offer a customer an alternative way of shopping by bringing to them what they order from
supermarkets at the comfort of their own homes by just tapping in our Netseteka app.

Markets

The target market for Netseteka would be senior citizens and/or upper-working-class and those
ones that are technologically savvy. Such would be brought by the fact that Netseteka is a start-
up company and targeting senior and/or upper-working-class would be ideal as most of them
hardly have time to go shopping, let alone stand in long queues.

Resources

 Fast and efficient mobile phone applications.

 Labor such as freelancers to do the shoppers work and technicians that can keep the app
running and up-to-date.
 Infrastructural support from RSTP to help in storing the company’s data

2. Mission

To offer a customer an alternative way of shopping by bringing to them what they order from
supermarkets at the comfort of their own homes by just tapping in our Netseteka app.

Markets

After 5 years, Netseteka would have gained recognition and popularity; its target market would
encompass all customers. These customers would range from lower-class to middle-class to
upper-class and everyone that can easily access the Netseteka app.

Resources

 Permanent staff
 The company has its own infrastructure where it can store its data
 Data accumulated over the years can be used to improve customer service

3. Vision
To distinguish as the main solution providers in the users’ mind in terms of convenience and
retailer’s preference. Collaboration and synergy between all sector retailers will be the key to
fulfillment and alignment of the company’s vision. The company will be a powerhouse and first
choice in provision of customer’s needs.

4. How core activities will help the company

It will help us identify core activities such as service delivery i.e. direct link between
supermarkets and users (customers) and improve networking with stakeholders.

WORKSHEET 4

INTERNAL STRENGTHS
Strength Description Options for preserving or
enhancing each strength
Excellent customer service Staff of Netseteka provides This is enhanced by the
24/7 help on the sites and hiring of high-profile
social networks platforms social media managers
through which they engage who are responsible for
with customers. Which in maintaining the good
turn develops a great relationships between the
relationship amongst it’s’ company and its stake
customers. holders.
Affordable fees The delivery fees charged To enhance this, the
by Netseteka are company has set standard
affordable compared to delivery fees for every area
using own transport to go in the country.
shopping.
Fast delivery systems This company ensures To ensure that, Netseteka
efficient and reliable uses freelancers who are
delivery of groceries to its always available whenever
customers. needed by customers.
Also, through the app,
customers are able to trace
where the groceries they
bought are, until they are
delivered to their door
step.
Great and strong The company has a very The company always sets
marketing and promotional great marketing team. aside a considerable
advertisement budget for marketing and
promotional campaigns.
Strong online and physical The company has a The business would mostly
feel website and also an use online advertisement
 application. Additionally, and promotions and also,
it has its offices in most is always close to its’
towns in the country. stakeholders.
Reliable suppliers The providers of the To enhance this,
groceries in the app are substitutes are provided on
reliable and trustworthy. In the app for items not
fact, they are the large available in supermarkets.
supermarket in the
country.
Clear vision Everyone in the company To enhance this, the
knows clearly the vision of company use less
the company i.e. the bureaucratic management
direction in which the systems to ensure that
business is supposed to go everyone in the company
and the work that needs to clearly understands the
be put in to make it a company’s vision.
success.

WORKSHEET 5

INTERNAL WEAKNESSES

Weakness Description Options for minimizing/

overcoming the weakness
Lack of popularity of For the company to have a wider The company must research about
smartphones in rural areas
Lack of resources such as For the App to work as smoothly
shoppers, finances
Low numbers of shoppers
Operational difficulties
Lack of physical addresses for
some customers
base of customers, even those in
rural areas must be made aware of
the Netseteka App to use when
they want to get access to such a
service.
and efficiently as possible, plenty
of resources such as capital, highly
skilled technicians and shoppers
are required especially at its start-
up.
Shoppers are the people who
would deliver the products from
the shops to the customers in a
short period of time.
Having quite a number of grocery
stores that the company works
with and/or in partner with can
bring about hassles in operations
as each supermarket comes with
different policies and procedures.
Eswatini unlike other countries
have people who do not have
physical addresses especially those
in the outskirts of towns.
people in those areas that cannot
get their hands on the App let
alone internet, if there are many
people willing to partake in such a
service, stalls must be erected in
central places and employ
someone who can help those in
need of a smartphone to get access
to the Netseteka App.
i) Use personal savings.
ii) Get access to loans and/ or
other forms of credit.
iii) Search about angel investors
and pitch ideas about the service
the company would provide.
i) Employ enough shoppers that
would be able to meet the
customer’s demands.
ii) Have temporal shoppers that
would fill in when others are
occupied.
Reduce the number of
supermarkets that the company is
in partnership with, until such a
time, when it can be able to cope
with multiple supermarkets.
Use central locations for
customers who do not have
physical addresses such as nearby
schools, churches, community

Need of advanced technology
Illiterate customers
WORKSHEET 6
EXTERNAL OPPORTUNITIES
Opportunities
Lucrative opportunities in Eswatini is a small land- Partnering with Uber and
the international market
buildings and the like.
Technology changes every now i) The company must be
and then, which will bring about innovative.
change in how we carry our
ii) The company must be able to
business and may even result to
adapt to technological changes.
additional costs of running the
business. iii) The company must be flexible.
Quite a number of customers are i) Provide seminars on how to use
not well educated on how to use the apps on targeted locations.
technology in our apps or how
ii) Provide pamphlets on either
they can easily navigate the
language (English or SiSwati) for
Netseteka App.
ease of understanding outlining
how to use the app.
Description Options for taking
advantage of each
opportunity
locked country, Bolt. Can lower operating
neighboring South Africa costs and make deliveries
and Mozambique. easy.
Expanding our services to
these countries can result
 in substantial growth.
Reduced costs of market The advancement in digital By using services such as
entry and marketing into platforms and social media Google analytics, the
international markets has crafted an easier way company can research and
to assess and enter foreign target the areas with the
markets. most lucrative market
Change in consumers Consumers are more The customer change in
behavior rational and they shy away preference gives the
from public spots. This is a company a chance to
great opportunity as change its business
customers prefer house operations. The company
delivery than going to can capitalize on the
shopping for themselves. change and provide
according to the needs of
the customers thus
increasing the sales of the
company.

WORKSHEE 7

EXTERNAL CHALLENGES (THREATS)

Challenge Description Option for overcoming

each challenge
Lack of support from Supermarkets can choose The best way to overcome
supermarkets not to collaborate with us this is to prove ourselves
because this is a new with one supermarket and
concept in the country so a earn the trust of the rest of
lack of trust may be an the supermarkets and build
issue. solid relationships.
Lack of trust from Users in the country are The best way to overcome
customers/app users used to buying groceries this is through providing
 on their own. Trusting excellent services so that
someone else with that referrals can become our
responsibility is a huge essential marketing tool.
sign of trust.
Incompetent shoppers Incompetent shoppers may The best way to overcome
(delivery guys) damage the reputation of this is to conduct proper
the company which may screening of candidates
lead to poor public image. and also offer adequate
incentives for work done.

WORKSHEET 8

DISTINCTIVE COMPETENCIES

Critical Success Factor Reasons why the Competencies

organization does well
against CSF
Attract new customers The company will have The company will engage the
social media presence. Brand public on social media to
ambassadors will also be market the business. Brand
recruited. ambassadors will also
provide visibility and
promote the business through
competitions to increase
 awareness.
Improved marketing The company has an The company provides
strategies experienced marketing team excellent customer service
that is regularly trained on which leads to word-of-
customer engagement. mouth marketing. The
customers also provide
customer service reviews on
the app which increases
transparency and
improvement of service.
Increased customer Delivery staff is first trained Proper after sale service is
satisfaction rate of 90% before it is engaged with provided by the company and
delivering for the company responses from customers
and the staff is retained for a that seek to know how the
long time. customer feels about the
company’s service.

WORKSHEET 9

STRATEGIC ISSUES IDENTIFICATION

What is the issue? Why is this an issue? What are the consequences
of not addressing this issue?

Unsatisfactory compensation As a start-up, it will be hard The company’s reputation is

of shoppers to pay satisfactory wages to at stake as shoppers can bad-
shoppers. This can lead to mouth the company. This can
poor retention of trained discourage other potential
shoppers thus damaging from joining Netseteka
existing relationships with leading to challenges in terms
customers. of expansion.
Reluctance of retailers to Retailers offer the company If the issue is not addressed,
collaborate with Netseteka. access to its customer’s data this kind of resistance can be
and its ways of conducting detrimental to Netseteka’s
 business. Retailers fear that growth. Moreover, the whole
in future Netseteka will apply business model cannot work
all it has learned from them if there is no collaboration
to create its own retail with the retailers as
experience. supermarkets are a critical
part of the ecosystem
necessary for Netseteka’s
success.
Fast pace growth of With most people having access If it is not addressed, some
cybercrime with absolutely to the internet and not proper people can steal other
no law regulating it in education about cybercrime, the people’s data. Moreover, a
company will face adverse
Eswatini. mismatch and confusion can
results from hackers and
be caused by opportunists in
opportunists. The whole
order to get paid without
business model is based on
actually doing any work for
internet connectivity that can be
easily manipulated. the company.

WORKSHEET 10

KEY RESULTS AREAS AND STRATEGIC OBJECTIVES

Key Result Area The Cluster of Strategic Strategic Objective derived

Issues Associated with each from each of the Strategic
KRA Issues.

Ordered and paid for Shopper or delivery guy not Ensure that every shopper’s
groceries but not delivered. delivering the groceries and/ or personal detail such as ID, proof
end up stealing the groceries. of residence, contact details are
saved in the company’s database.
Such, would make it easy for the
company to get hold of the
shopper should anything
unjustified go wrong.

Netseteka App not working Too much information overload Ensure that the company’s
properly and/or executing on Netseteka App, app technicians are always striving to
malfunctions because of a lot of solve such problems and improve
 irregularities. data to process. from them. Constant updates on
the app must also be facilitated.

Incorrect grocery delivery Shoppers may pick up wrong Ensure that there is a support
made to the right customer. items when doing the groceries team which can be reached over
from the supermarkets. the phone or through email.
Ensure there is support for
shoppers from the supermarket
staff. And if possible, offer
refunds when wrong items in the
groceries have been delivered to
the customer.

WORKSHEET 11

DETERMINING STRATEGIES, SERVICE/PRODUCT DELIVERY TARGETS, KEY

PERFORMANCE INDICATORS AND RESPONSIBLE DIVISIONS/DEPARTMENTS

Strategic Objective Strategies Service/product Key Responsible

delivery Target Performance Division
Indicator
Ensure that every Simplify the The number of IT Department/
shopper’s personal background check complaints and Human Resources
Run background
detail such as ID, process and reviews given by Department
check on
proof of residence, approve or decline shoppers on
potential
contact details are potential shoppers process and time
shoppers
saved in the within a reasonable taken to get
through app
company’s database. time feedback.
Such, would make it Verify the The number of Training
easy for the existence of shoppers who Department
Host in person
company to get hold shoppers and on- pass background
orientations.
of the shopper board them. test who turn up
should anything for onboarding
unjustified go sessions
wrong. Offer contracts Shoppers will be The number of Human Resources
to shoppers held responsible for times that the Department
negligence of contract was
duties. successfully
enforced for
negligence of
duties.
Tax compliance Tax will be The number of Finance
deducted on behalf tax issues Department
of shoppers in order received from
to comply with Eswatini Revenue
Eswatini Revenue Authority.
Authority before
paying wages.
Netseteka App not Perform alpha The bugs and The number of IT Department
working properly testing glitches on the app positive and/or
and/or executing should be removed negative reviews
irregularities. for excellent user received and the
experience. most common
from app
developers and
experts.
Perform beta Get an idea on how The number of IT Department
testing on app the app will work positive and/or
once in hands of negative reviews
users in the real received and the
world. most common
from randomly
selected users in
the real world.
Constant The app must be up The number of IT Department
updating of app to date, adding new features added to
 features as meet user’s needs.
suggested by users
Simplify app The end goal would The time it takes IT Department
navigation be to make the app for the average
design user friendly customer to get
what they are
looking for on the
app
Incorrect grocery Give customers The end goal is to The feedback and IT Department
delivery made to the an option to add improve customer number of
right customer. pictures of items satisfaction by customers using
when making delivering the the ‘add picture’
orders. correct items. feature on app

Offer substitute The end goal is to The number of IT Department

for unavailable show the customer items picked from
goods to other options of the ‘options’
customer similar goods so feature and the
that shopper does number of times it
not decide on their is used.
behalf.
Link same The end goal is to The reviews on IT Department
shoppers to familiarize the shoppers by
customers for shoppers with customers after
repeat shopping certain customers giving them
in order to build service for several
relationship and times.
trust.