Software Providers
With the recent rise of delivery services linked to the COVID-19 pandemic, many new players have been joining the market, causing an increase in software solution providers who seek to support newfound customers. There are numerous software solutions that are available to Talabat, although the focus will be placed on several best-rated of the ones. For this paper, JungleWorks, Urbantz, and GoFrugal have been selected to be analyzed.
First of all, the solution provided by JungleWorks presents a suitable framework for Talabat. This software provider assures that the software contains all necessary functions, including food aggregators, performance monitoring, marketing, customer management, and real-time employee tracking (JungleWorks, n.d.). Moreover, it has many options for online communication channels, including mobile, desktop, and website apps. Its only downside appears to be a predefined set of modules that might require Talabat to order the development of additional features. It can monitor customer and employee behavior alike, creating an extensive overview of the company’s current state.
The second provider, Urbantz, shares its delivery-oriented selection of tools for companies that seek ready solutions. Urbantz presents an impressive list of businesses that decided to utilize its framework and possess many monitoring tools and employee-focused features, including built-in KPI and onboarding utilities (Urbantz, 2022). Although this system is well-suited for delivery businesses, a number of customer-oriented features are lacking. It might be beneficial for Talabat’s people analytics due to extensive work environment data tools.
The last company selected to be analyzed GoFrugal for its flexibility and management functions. Its advantages include multi-platform solutions that can be combined with a multitude of modules for the company’s structure (Gofrugal, n.d.). However, this system lacks on-site deployment, requiring a constant connection to cloud services to remain operable. It is simple to use yet covers many needs of an online business.
I would suggest selecting JungleWorks due to Talabat’s heavily customer-oriented approach. The reason for this decision lies in the solution’s features regarding customer experience. Due to the necessity to compete with traditional markets and for finite resources, Talabat needs to address customers’ complaints and to change tastes on the fly to keep its advantage (DiClaudio, 2019). However, without extensive support for customer relations integrated within a solution, it might be impossible for a company to adequately assess the market’s situation. Such coordination of resources requires multiple channels for communication that will simultaneously provide external data for analysis (Williams et al., 2020). JungleWorks is as customer-oriented as Talabat requires it to be.
Challenges
It is expected for a company of this size to experience issues with integrating new software into its work environment. The first challenge will be the adaptation of employees to the new system. New features may present an issue in the form of a slowdown of all operations due to unfamiliarity with the work environment. However, human resources (HR) can alleviate this problem via training courses. Employees’ resistance to change is a second potential barrier to implementation. Their concerns must be adequately assessed, and possible compromises should be made by Talabat’s managers to offset the adverse impact of rapid changes that may harm the company’s standing. Aside from training, communication between different hierarchical levels lies in the foundation of this change.
Workforce Analytics
HR is a key department for any company of such a size. Talabat’s 2000 drivers provide an outstanding amount of data that can significantly improve the company’s standing. However, modern workforce analytics often focus on analyzing past events and outcomes instead of giving a company’s insights (DiClaudio, 2019). Instead, Talabat can utilize its size to predict what roles and openings will be more difficult to fill in the nearest future through the utilization of artificial intelligence (AI) for analysis (DiClaudio, 2019). Through workforce analytics, the company can assist both drivers and restaurants that use its services to address inconsistencies with communications, as schedule and workload expectations must be met from both sides (Griesbach et al., 2019). Knowledge of statistics alone is insufficient, making employees’ daily experiences a vital factor that must play a role in the company’s decisions (Peeters et al., 2020). The HR department has access to data that can change the workflow for the better.
Employee Acquisition Analytics
Employee acquisition analytics can offset a significant portion of turnover if done right. Talabat can improve its employee retention and recruitment via advanced data analysis. For example, skills that will be critical for future employees can be determined via advanced analytics and a cohesive strategic vision of a company (DiClaudio, 2019). Profiling of employees can give an extensive summary of the best qualities to seek during recruitment (Tursunbayeva et al., 2018). Moreover, an improved and updated job listing can shed light on the company’s goals for newcomers. People analytics excel at descriptive analytics, as teams can generate a collective review of their experience to explain in detail the benefits and downsides of working for Talabat (Peeters et al., 2020). Keeping the company’s job description as relevant to customers’ expectations as possible is the key to preparedness for future trends.
Employee Performance Analytics
Modern IT solutions can become a tool for strategic decisions, although input from all involved sides is critical. People analytics can help with employee assessment for further improvements to the company’s workflow. Deficits can be easily identified via the assessment of provided statistics, in which employees take a key role as sources of meaningful data (Tursunbayeva et al., 2018). The relationship between customers, restaurants, and delivery workers lies in the company’s ability to resolve issues on all hierarchical levels. Therefore, taking notes on employees’ behavior may be a deciding feature in many future changes within the organization.
Getting key performance indicators (KPI) from the data generated by the company’s systems can allow Talabat to influence outcomes via various reward and status programs for employees. Moreover, customers’ feedback can also be included in this parameter, further solidifying the customer-oriented approach that will be promoted via KPI-based employees status. Such an approach can positively affect engagement and employee-leader interactions, putting an emphasis on positive feedback and self-improvement (Gelbard et al., 2018). Talabat’s goals can be reflected via KPI’s growth and customers’ reviews on their interactions with the company’s employees.
However, people analytics is not only about employees’ output, as it also includes their perceptions on work aspects that they interact with. The organizational performance depends on each individual worker, making a swift resolution of each complaint a vital task for Talabat’s HR department (Peeters et al., 2020). Both subjective and objective sources of information must be considered during decision-making processes. As Talabat has a customer-oriented approach, their input must take a higher priority, yet it should not be the only source of feedback.
References
DiClaudio, M. (2019). People analytics and the rise of HR: How data, analytics and emerging technology can transform human resources (HR) into a profit center. Strategic HR Review, 18(2), 42-46.
Gelbard, R., Ramon-Gonen, R., Carmeli, A., Bittmann, R. M., & Talyansky, R. (2018). Sentiment analysis in organizational work: Towards an ontology of people analytics. Expert Systems, 35(5), e12289.
Gofrugal. (n.d.). ERP made easy for Retail, Restaurant and Distribution. Web.
Griesbach, K., Reich, A., Elliott-Negri, L., & Milkman, R. (2019). Algorithmic control in platform food delivery work. Socius: Sociological Research for a Dynamic World, 5, 237802311987004.
JungleWorks. (n.d.). Best food delivery software for your restaurant business. Web.
Peeters, T., Paauwe, J., & Van De Voorde, K. (2020). People analytics effectiveness: Developing a framework. Journal of Organizational Effectiveness: People and Performance, 7(2), 203-219.
Tursunbayeva, A., Di Lauro, S., & Pagliari, C. (2018). People analytics—A scoping review of conceptual boundaries and value propositions. International Journal of Information Management, 43, 224-247.
Urbantz. (2022). Last-mile delivery and logistics orchestration platform for your enterprise. URBANTZ. Web.
Williams, G., Tushev, M., Ebrahimi, F., & Mahmoud, A. (2020). Modeling user concerns in sharing economy: The case of food delivery apps. Automated Software Engineering, 27(3-4), 229-263.