For this assignment, you are a business IT consultant. You have been contracted by a nationwide taxi service called Carz. The company is looking to modify its service delivery to be more competitive. They want you to examine the feasibility of adopting elements of the Uber® and Lyft® delivery services, and produce a business process re-engineering plan.
One of the proposals already being considered is incorporating a web chat interface to entice web-savvy prospective customers to self-schedule taxis (in addition to traditional telephone and email requests). However, the customer pay interface is still the traditional system, fully dependent on drivers/operators calling in to the central booking system office when rides are over and are available for the next pickup. You, as the consultant, will evaluate the proposed addition and also your own modifications to the business process.
Management will consider any recommendations, such as incorporating specific, isolated elements of Uber’s and Lyft’s service model to a complete changeover from Carz’s traditional taxi service to an Uber- or Lyft-type peer-to-peer model.
To complete this assignment:
Research service models employed by Uber and Lyft.
Consider the decision-making processes discussed in this week’s readings.
Write a 2-page business process re-engineering plan that includes: A recommendation for adding an Uber- or Lyft-inspired element to Carz’ traditional service model. A discussion of the potential benefit of adding a web chat service request component to Carz’ service model. An analysis of the potential negative impact your recommendation(s) may have on the existing workforce and the local communities where Carz operates. Include recommendations to mitigate any negative impact you identify. A summary of the decision-making process you used to determine your recommendations