V.

Desired Outcomes

Fraudulent orders through Grab Food are still rampant, especially during the COVID-19
pandemic. People who create fake orders are going too far just for the sake of their “pranks,”
which causes a lot of inconvenience to Grab Food’s delivery riders. Issues such as this must be
addressed as soon as possible, hence the proposal of this Kaizen paper. The goal of this study
is to improve the reputation of Grab Food, make the delivery riders’ work experience convenient
and free of worries due to fake orders, and increase customer satisfaction. Improving a
business’ reputation creates loyalty and confidence towards the company, increasing sales and
growth. Moreover, a good experience of working under Grab Food can strengthen engagement
and retention, therefore it is important to give attention regarding this matter.

The study suggests that through ID and account verification, fraudulent orders will
decrease. Grab Food’s application has no account verification system as of now, therefore fake
orders cannot be avoided since no one will become liable and their identity is hidden. Acquiring
customers’ personal information such as name, address, mobile number, and ID is crucial for
this improvement and verification to work. This proposal will help Grab Food maintain the
satisfaction of its employees. Satisfied riders are of utmost importance so that the company will
be able to continue their operations. If satisfaction exists, individuals hardly think of leaving their
current jobs. Furthermore, customers’ trust towards Grab Food will increase, by seeing their
compassion and taking time to improve the system that once gave inconvenience to a lot of
delivery riders. The proposed solution of this Kaizen improvement plan will help ensure that
fraudulent orders will be avoided, and violators will be held liable and face maximum penalties.