Polytechnic University of the Philippines

Ragay, Camarines Sur Branch

Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

GROUP 6

Realista, Ericson C.

Mariñas, Shiela Mae D.

Mallo, Rosely M.

Mercado, Vernadet F.

Campit, Angel Key E..

 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Ninja Van Logistics Company: Case Study

Employee Misconduct Affecting Organization's Performance and

Customers' Experience
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Introduction
Outcomes of successful logistics management in business are better inventory control,

smarter use of warehouse space, increased customer and supplier satisfaction, and an enhanced

customer experience. According to Stock et. al,2000 the competition nowadays is increasing day

by day, companies need to look for such processes and methods to manage the firm so that the

firm will enable to come up with efficiency and with much better outcomes.

Successful logistic company is also resulted by proper management in the internal factors in

a business. Organizational misbehavior is one of the problem faced by a company. It is defined

as any intentional action by members of organizations that violates core organizational and/or

societal norms.

According to an article titled Employee Misconduct: Common Types & How to Address It

by Tess C. Taylor of Academy to Innovate HR , employee misconduct is a deliberate violation

of a written or implied employee policy. This misconduct can bring with it inevitable

consequences, from basic verbal and written disciplinary action to suspension and employment

termination.

It also stated that, each year , companies suffer the consequences of employees who throw

caution to the wind and put their employees at risk. Theft, fraud ,harassment, rude behavior, and

other problems can happen to the best employers. Addressing employee misconduct effectively

is essential to building a safe, inclusive workplace and creating an ethical organizational culture.
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

According to Lukacs et. Al,2009, Employees Misbehavior: Forms, Causes and What

Management Should do to Handle With , Misbehaviors in the workplace not only deplete an

organization’s energy ,but they are also a warning that employees’ needs are not met. That is

the premise behind the five key drivers released by Juice Inc., an HR consulting firm that

helps companies boost their organizational energy and employee engagement.

In this report, background investigation, establishing timelines, examine corporate strategies,

and situational analysis about Ninja Van Company will be conducted. The collected data will be

used to create strategic recommendations.

Company Background And History

Ninja Van is a tech-enabled express logistics company providing hassle-free delivery

services for businesses of all sizes across Southeast Asia. It is founded by Lai Chang Wen (Co-

Founder, CEO), Shaun Chong (Co-Founder, CTO) ,and Tan Boxian (Co-Founder, COO). In

2014, Ninja Van launched and began operations in Singapore. With operations in six countries in

Southeast Asia, it has grown to become the largest and fastest growing logistics company in the

region ;Thailand ,Vietnam, Indonesia, Singapore, Malaysia, and Philippines. It is the first logistic

company in Singapore that offer updates on vehicle's location in real time. The company has

received a total of $400 million in funding since its inception, making it one of the most well-

funded logistics businesses in Southeast Asia.

Founded in 2014, today the company operates in several countries of the region, providing

express delivery of purchases and packages. The company has warehouses all over Southeast
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Asia, which high makes the shipping process faster and easier. The company has a thousand

employees, including delivery personnel. Ninja Van serves clients like e-commerce marketplaces

like Shopee and Alibaba-owned Lazada. The company offers packaging, pickups, shipping,

delivery, and tracking services. The company’s mission is "Connecting Southeast Asia to a world

of possibilities, one delightful delivery at a time."

According to Ninja Van official website, in 2015, Ninja Van launched collection service

that allows customers to collect their parcel at the convenient location of their choosing. An

email or SMS confirmation will be sent out, once the parcel is ready for collection. Therefore,

the customers will no longer have to wait for the items to be delivered. The package will be

delivered to the nearest Ninja boxes, and the customers can collect it at their convenience with a

4-digit one-time password (OTP) or a QR code. Ninja boxes are lockers around the regions

provided by the company for the parcels to be collected.

The company conducted fundraising activity in 2016. With the launch of 5 South-East

Asian countries, Dubai headquartered Abraaj Group announced that it led a US$30-million

Series round of fundraising for Ninja Van Pte Ltd. Abraaj is an investment firm that specializes

in private equity investment. This allows Ninja van to build their ecosystem aggressively to offer

a better experience than incumbents and smaller competitors (Digital News Asia, 2016).

Ninja Van and GreyOrange announced the commissions of the first high-speed advanced

sortation system in Singapore in 2017. The system is capable of handling 6000 parcels in per
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

hour. The company is confident that the system will help them set new industrial benchmarks (N.

Mudholkar, 2017)

On the year 2019, Ninja Van and Grab partnered to integrate Ninja Van’s logistics

services on the Grab app via Grab Express, Grab’s parcel, and courier delivery service. The

partnership enables both companies to offer the broadest range of delivery options in SouthEast

Asia and make it easier for sellers and buyers to send and receive the parcel (Grab, 2019). In

October 2019, the company realised there was an increasing number of items being reported missing.

A manager at Ninja Van, Ms Li Mengxia, conducted a check and realised that the missing items were

tagged to Sheqal (delivery driver of Ninja Van). The actions went undetected at first as there was "too

much movement in the warehouse which made it difficult for Ninja Van to trawl through the CCTV

footage", said Deputy Public Prosecutor Phoebe Tan.

Ninja Van raised $279 million of series D funding which is led by Europe’s GeoPost,

Facebook co-founder Eduardo Saverin’s B Capital Group, Monk’s Hill Ventures, Carmenta,

Golden Gate Ventures Growth Fund, Intouch Holding, Grab, and two sovereign wealth in 2020.

This will allow Ninja Van to make more investment in the Business-to-Business sector while

growing other existing services (M. Singh, 2020). In the same year, some logistics firms in

Singapore have been straining under the weight of a surge in online orders during the circuit breaker,

leading to protracted delivery delays and, in some cases, parcels being lost in transit. The chorus of

complaints has so far centred on the services of firms which includes the Ninja Van Company (Lena

Loke, 2020). Over three months, a Ninja Van delivery driver deliberately did not scan parcels with

items he wanted, setting aside 147 items worth S$12,000 in his delivery route to keep for himself.
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Also, a delivery driver in debt pocketed more than S$18,000 in cash as well as mobile phones worth

S$3,850 from Ninja Van customers. He was responsible for collecting cash from customers if they

selected the “cash upon payment” option. The court heard that the delivery driver started committing

the offences within a month of joining the company in April 2018. Later on, he sentenced on Aug 19,

2020 to eight months' jail. He has also been fired from Ninja Van. (Lydia Lam, 2020)

Ninja Van has added Alibaba Group as a new investor after raising US$578 million in a late

stage funding round, the Singapore-based firm said on Sunday (Sep 26, 2021). In the same year, a

delivery driver is tracked for the missing parcels that started on October 2019 was sentenced to 15

weeks' jail on Aug 17, 2021 for misappropriating dozens of parcels worth S$34,000 that he marked as

missing and placed in his mother-in-law's home. (Lydia Lam, 2021)

In 2022, Ninja Van, a leading tech-enabled logistics company operating in Southeast Asia, has

partnered with DPD group to release their first-ever E-commerce Southeast Asia (SEA) Barometer

Report 2021– Uncovering SEA online shoppers & delivery preferences. The report highlights SEA

online shoppers’ buying habits as well as their desired shopping experience from purchase to delivery.

Statement Of The Problem

This case study is formulated to found out the Ninja Van logistic company employees’

misconduct affecting organization's performance and customers' experience. Therefore, these

study sought to gather answer to the corresponding question:

1. What are the possible ways to abstain misconduct in Ninja Van Company?
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Alternative Solutions

This section presents alternative solutions in solving and addressing the problem of the Ninja

Van Logistic Company about employees’ misconduct that affects organization's performance

and customers' experience.

1. Enhanced Security through Investing in Equipment Control

When it comes to big operating business like Ninja Van, the movement and actions of each

employees cannot be easily tracked so one thing to address the issue of misconduct is to

enhanced security system wherein there must be something like a surveillance that will watch

over the employees while doing their job because we cannot be 100 percent fully trusted with

the employees.

2. Orient Employees About The Guidelines and Company Policy and be Firm with the

Disciplinary Actions

Before even hiring the employees they must be aware of the rules and regulations at the same

time guidelines so that they will better know what they can do and cannot that will keep them to

work aligned to their job description, nothing less and nothing more. If an incident occurs, it is

critical to use this moment to remind all other employees that this kind of behavior will not be

tolerated.
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

3. Communicate with the Employees

Even though it is a big business, employees must be given attention and there must be

communication to keep both parties working together. Sometimes the employees do misconduct

because they are not treated right so sometimes maybe they think of ways to get even.

4. Intensified Training to the Claims Investigation Team.

This will entail executing day-to-day escalations and investigations of parcel mishandling with

the main goal of minimizing the risk of shipper claims. They are also expected to provide real

time visibility to the operations team to continuously achieve high level of quality.

5. Outline a Process for Reporting Employee Misconduct.

This indicated how employees can report a misconduct incident and to whom. It is important for

them to do a complaint anonymously to protect all parties involved, whether in the reporting or

investigation phase. Employees might fear retaliation and feel that the organization won’t take

any action. For this reason, it is essential that your team members understand how they can

report employee misconduct safely and how your company will process the reports.
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Strengths and Weaknesses of the Alternative Solutions

In this section, strengths and weaknesses of the proposed alternative solutions will be identified.

Appropriate problem solution will be determined using this analysis.

1. Enhanced Security through Investing in Equipment Control

• This will enable business to track real time actions of their

employees.
• This can help in accurate tracking and control with the inventory,
STRENGTH stocks and more.

• This cannot covered what was happened before and only address
what lies ahead.
WEAKNESS

Figure 1.

Strength and Weakness of Alternative Solution 1

 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

2. Orient Employees About The Guidelines and Company Policy and be Firm with the

Disciplinary Actions.

• This will inform and remind employees about the policy and
guidelines in the company.
• Strict disciplinary actions prevent and will threatened employees to
STRENGTH commit any type of misconduct.

• This is pure verbal and the decision to follow is still up to the

employees.
WEAKNESS • There are employees take disciplinary actions like a simple warning.

Figure 2. Strength and Weakness of Alternative Solution 2

3. Communicate with the Employees.

• This can at least give relationship and connection between managers

and employees.
STRENGTH

• This is pure verbal and the decision to follow i s still up to the

employees.
WEAKNESS

Figure 3. Strengths and Weaknesses of Alternative Solution 3

 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

4. Intensified Training to the Claims Investigation Team.

• This will lead to a more productive execution of the team in the

workplace. Thus,it will minimize the risk of shipper claims.A more
productive workplace leads to a higher quality level of work.
STRENGTH

• The focus of the training is only limited to the claims investigation

team.
WEAKNESS

Figure4 .Strength and Weakness of Alternative Solution 4

5. Outline a Process for Reporting Employee Misconduct.

• There will be no hesitation for the employees in reporting

misconduct of other employee within the business.
STRENGTH

• This can be use as a tool for defamation by reporting made up stories

without revealing his/her identity to the management. Defamation is
another form of misconduct.
WEAKNESS

Figure 5. Strength and Weakness of Alternative Solution 5

 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Decision Matrix

This study presents decision matrix that allows to systematically identify, analyze, and rate

the presented alternative solutions for the problem. Criterias to be evaluated are the following:

Economical - The proposed solution is not costly and does not require a lot of money to operate.

Realistic - The proposed solution is achievable and practical.

Legal - This proposed solution helps to solve the problem without violating any law.

Timely - This proposed solution is achievable on scheduled time.

Decision Making Graph

Solution No.5

Soluiton No.4

Solution No.3

Solution No.2

Solution No.1

0 1 2 3 4 5 6

Timely Legal Realistic Economical

Figure 6. Decision Making Graph

 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

This graph having the criteria such as Economical, Realistic, Legal, and Timely to be

evaluated in each alternative solutions, rated from 1-5, shows that Solutions No. 2 Orient

Employees About The Guidelines and Company Policy and be Firm with the Disciplinary

Actions have the highest total rate in the criteria to be evaluated. Solution No.3 which is to

Communicate with the Employees, got the lowest rating.

Findings

This study shows that the alternative solution which is the Orient Employees About The

Guidelines and Company Policy and be Firm with the Disciplinary Actions have the highest

rate in the decision matrix evaluation which means that this alternative solution is appropriate in

the problem given. According to the Figure 6, Alternative Solution No.2 has 5/5 rating in legal

and realistic, and has 4/5 rating in economical and timely.

The Solution No.3 Communicate with the Employees got the lowest rating the matrix.

The table shows that this solution has 3/5 rating in Realistic, and timely, and has 5/5 rating in

legal and Economical.

Conclusion

According to this study that is supported by data gathered, employee misconduct really

affects the organization and customer’s experience. Through analysis, alternative solutions were

evaluated in different aspects. Criteria’s given are Economical, Realistic, Legal, and Timely.
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

Based on Figure 6. Decision Making Graph , the alternative solutions ranked Orient

Employees About The Guidelines and Company Policy and be Firm with the Disciplinary

Actions as the best solution for the problem. This solution was chosen according to the

evaluation in the decision making graph.

Recommendation

In businesses it is normal to face some challenges that will test their patience and

credibility and that will bring them lessons and chances to create something new or change

something and upgrade. In Ninja Van’s case of employee misconduct, the fault is not prior only

to the system but people will only see the whole company as to blame. The thing that they can

take away from this is to learn and think of alternative solutions to solve the problem in line with

their employees' misconduct.

The company must conduct an Orientation about the Company Policy and be Firm

with the Disciplinary Actions. Before even hiring the employees they must be aware of the

rules and regulations at the same time guidelines so that they will better know what they can do

and cannot that will keep them to work aligned to their job description, nothing less and nothing

more. If an incident occurs, it is critical to use this moment to remind all other employees that

this kind of behavior will not be tolerated.

There are employees that work only to earn and don’t mind about their behavior towards

other employees and even to the customers. By means of orientation, employees will be able to

determine which things they’re doing inappropriately. If a company is firm with its disciplinary
 Polytechnic University of the Philippines
Ragay, Camarines Sur Branch
Ragay, Camarines Sur, Philippines
First Semester
A.Y. 2022-2023

actions, then the employees will choose to abstain on misconduct in the company to avoid

consequences.