IET Report Uber Eats

REPORT ON INDUSTRIAL EXPOSURE TRAINING
UNDERGONE AT
UBEREATS INDIA SYSTEMS PRIVATE LTD.
_______________________________________________________
Training Report submitted in partial fulfillment for the requirement of

the degree of Bachelor of Business Administration
with Computer Applications
by
JANANI.N
16BBA118
Trainer Coordinator
Mrs. Leena Krishnan Mr. Julian Gnana Dhas .c
UberEats India systems private ltd. HOD
Coimbatore BBA (CA) Department
Department of Business Administration with Computer Applications

Sri Krishna Arts and Science College
(Autonomous)
Coimbatore 641 008
August 2018
Re-accredited by NAAC with ‘Á’ grade
An ISO 9001:2008 Certified Institutions
Affiliated to Bharathiar University
Kuniamuthur, Coimbatore – 641008
___________________________________________________________________
CERTIFICATE
This is to certify that the project entitled REPORT ON INDUSTRIAL EXPOSURE
TRAINING UNDERGONE AT UBEREATS INDIA SYSTEMS PRIVATE LTD.” in
partial fulfillment of requirements for the degree of Bachelor of Business Administration with
Computer Applications to Bharathiar University, Coimbatore, is a record of bonafide work
carried out by KIRANJITH.K.Vand that no part of this has been submitted for the award of
any other degree or Diploma and the work has not been published in popular journal or
magazine.
Guide HOD
PRINCIPAL
Viva voce conducted on:
Place: Coimbatore
Date:
Internal Examiner External Examiner
(Company Certificate) – To be placed in this order

Re-accredited by NAAC with ‘Á’ grade
An ISO 9001:2008 Certified Institutions
Affiliated to Bharathiar University
Kuniamuthur, Coimbatore – 641008
DECLARATION
I hereby declare that the training report titled “REPORT ON INDUSTRIAL
EXPOSURE TRAINING UNDERGONE AT UBEREATS INDIA SYSTEMS
PRIVATE LTD.” submitted to Sri Krishna Arts and science College, in partial fulfillment of
the requirements for the award of degree of Bachelor of Business Administration with
Computer Applications is an original work and it has not been previously formed the basis
for the award of any Degree, Diploma, Associateship, Fellowship or similar titles to any other
universities or body during the period of my study.
Place: Coimbatore
Date:
Signature of the Candidate

ACKNOWLEDGEMENT
LIST OF CONTENTS
S. NO. CHAPTER PAGE NO.

Abstract
Preface
Industry Overview
Company Profile
I Organization Dynamics
1.1 Organization Structure
1.2 Strategies
1.3 CSR Activities
II Quality Policy and Standards
2.1 Quality Policy
2.2 Quality Management Certification
2.3 Product Certification
III Best Practices
IV Unique Value Proposition (UVP)
V SCOPE Model
VI Work Flow Charts
VII Case Analysis
7.1 Problem Statement
7.2 Problem Analysis
7.3 Root Cause for the Problem
VIII Evaluation of Solution
IX Tentative Solution
X Learning Exposure
XII Conclusion
Annexure
Weekly Report
Timesheet
Snap Shots
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ABSTRACT
Today’s service industries are facing their toughest competition. Every service
provider industry aims to win the customers and outperform the competitors. Service is
defined as the activities, benefits or satisfactions which are offered for the sale or are
provided in connection with the sale of goods. The characteristics of services that separate
them from products are Intangibility, Invariability, Perishability, and Inseparability.
Customer prefers some product or some service because they determined the object was best
aligned with the performance and emotive requirements as judged through the comparative
norms. Customer evaluate the performance in light of how well the product, person or
service meets their perception and expectations. Companies tend to ask their customers about
corporate performance on a predetermined set of behavioural topics which may or may not
align to the perception and expectations of those customers. It is essential, especially for
companies attempting to serve highly competitive markets with many product/service
offerings, to differentiate preference formation components and preference expectations
within “naturally forming” or emergent customer segments. Every service industry will
need to strive even harder to ensure the customer experience with every aspects of contact
with the service (through Service quality, hospitality etc) will exceed their expectations. The
increased emphasis of service providers brand and the importance of relationship with the
service users will further change the way of business. Increase the distribution of service will
push up the image of the industry. The perception of service is effectively done in the minds
of people by the observed service quality. The services are activities which are intangibles in
nature; therefore standardization is one of the major issues in services. Services are so varied
and diverse that needs to classify them to identify selected areas which need to be managed
strategically. Quality is “the totality of features and characteristics of a product or services
that bears on its ability to satisfy given needs”. Quality in service has two viewpoints: internal
and external in the service firm. Internal is all about conformance and compliance to design
standards, external quality is about the customer perception, expectation, preference,
satisfaction, attitude and delight.
The projects deals with the understanding the perception of service users with
reference to ‘Uber eats’. This gives a view of consumer’s expectations and the perceptions on
the service provided by ‘Uber eats’.
BBA (CA) Department1

IET Report 2018
PREFACE
INDUSTRY OVERVIEW
E-commerce in India is expected to grow from US $2.9 billion in 2013 to a mammoth

US $100 billion by 2020, making it the fastest growing e-commerce market in the world! E-
commerce is also witnessing a spurt in online food & restaurant service companies, which is
expected to reach $2.7 billion by 2019. This white paper explores drivers of the growth of
such online food delivery companies in India, the current competition and how this affects
the brick-and-mortar restaurant business in India. Here’s a look at the supply and demand
drivers for online quick food services.
Speaking of FoodPanda (– Which is one of the biggest food service websites, picking
up almost double the funding of that of Zomato, with $310 million) while global food chains
and QSR like McDonald's, and Pizza Hut have their own websites from where the cutomers
could order food, other businesses who want in on the food delivery business opt for websites
like FoodPanda and Zomato. There are many others cropping up who have similar food
delivery formats, with their own coupon and discounts system to get more customers - Just
Eat and TastyKhana for instance, who have just entered the market recently. These exclusive
websites earn commissions on every order and the benefit to customers is that they are able to
access a number of food websites offerings at just one stop, avail discounts and exclusive
offers to get maximum value out of their online or mobile app orders. Zomato is one of the
most popular apps and websites that not only let customers order food from multiple
restaurants, but have a rating system and an exclusive phone number using which customers
could make reservations at the restaurants. Their advantage is the access to call records, using
which they continually streamline their processes. It’s no wonder they have now picked up a
funding of more than $163 million for business development. An interesting point to be noted
here is that FoodPanda plans to extend their services and tie up with restaurants that cannot
do home-delivery. There will be logistics-related investments done by FoodPanda to simply
expand their reach and get a larger bite of the home delivery market. Regardless of who gets
the better funding, it is the ‘total recall’ of websites that would ultimately take the biggest
share of the pie. Even before Zomato or FoodPanda had made an impression on the smart
Indians, there was Burrrrp!, which is now non-existent and so are other similar websites
which mushroomed at one point, but could not stay true to their value proposition. We have
addressed various online food services that deliver ready meals at homes & workplaces.

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There is another service based on the food delivery model - the online grocery market. Some
of the leading names in this category include PepperTap, which recently got some
extravagant funding from Snapdeal and BigBasket.
GROWTH OF THE INDUSTRY
India’s online food ordering sector saw a strong growth rate in the number of daily
orders, growing consistently at 15 per cent on a quarterly basis from January to September
last year, according to a report from RedSeer Consulting.
The growth has resulted in the number of orders on a daily basis clocking an average
of 400,000 during the September quarter. It has also meant players, including Swiggy,
Zomato and Foodpanda, are investing in in-sourcing deliveries.
In the September quarter, self-deliveries grew to 56 per cent of the total number of
orders done by the food-tech sector in India. In-house deliveries stood at 46 per cent in the
fourth quarter of 2016.
“It is becoming increasingly clear that food tech is more and more of a logistics play,
restaurant discovery is not a deep competitive advantage. There are clear trends on customer
and seller satisfaction supported by the better delivery speed and compliance that vouch for
superiority of the captive delivery model in Indian market,” said Anil Kumar, founder and
chief executive officer, RedSeer.
Having a better control of their deliver fleets, food ordering platforms were able to
bring down the average time taken to deliver a meal from 47 minutes in the December quarter
of 2016 to 42 minutes in the September quarter in 2017. This number is expected to grow as
food tech players look to boost customer satisfaction and have them order more meals.
The growth in 2018 is expected to continue at the same pace. However, Ola, India's
largest taxi-hailing firm, buying Foodpanda could upset the market. Ola has said it would
invest $200 million into Foodpanda over the next few years, creating a scare that there could
be a price war in the food-tech space again.
Currently, players such as Swiggy and Zomato have managed to maintain the growth
despite charging delivery fees for small-ticket deliveries. Experts and industry watchers say
the model of delivering food from restaurants, which is ordered online has been proven, even
if there’s some way to go for firms in the space to begin making profits.

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ABOUT THE COMPANY
Uber Eats
Type Subsidiary
Industry Online food ordering
Founded August 2014; 3 years ago
Founders Travis Kalanick (CEO), Garrett Camp
Headquarters San Francisco, California, United States
Area served Worldwide
Key people Dara Khosrowshahi (CEO)

Thuan Pham (CTO)
Ryan Graves (COO)
Parent Uber
Uber Eats (previously stylized as UberEATS) is an American online food ordering and
delivery platform launched by Uber in 2014 and based in San Francisco, California.
It partners with restaurants in hundreds of cities around the world. Ordering can be done
on their website or with a smartphone /tablet application (only IOS and Android). The
website claims a delivery time of 30 minutes or less.
After receiving a crackling response to the on-demand taxi aggregator services Uber brought
to India from USA, they're all set to replicate another LA success story on Indian territory.

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UberEATS, started in 2014 as a small delivery pilot in Los Angeles, is now all set to take on
India. UberEATs is an on-demand food delivery app powered by Uber, wherein they partner
with the best local restaurants to get the cutomers the food the cutomers want, delivered
faster.
History
Uber was founded in 2009 by Garrett Camp (also the founder of StumbleUpon), and
Travis Kalanick.
The company made its foray into food delivery in August, 2014 with the launch of the
UberFRESH service in Santa Monica, California. In 2015, the platform was renamed to
UberEATS, and the ordering software was released as its own application, separate from their
UberRIDES app. At the same time, they expanded the platform to include Barcelona,
Chicago, and New York City. UberEATS continued to expand throughout the second half of
2015.

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1.ORGANISATION DYNAMICS
1.1 ORGANIZATION STRUCTURE
MANAGING DIRECTOR
Managing Director
Director of Director of Director of Director of Director of

maintenanc Advertisem Control Human Vigilance
e ents & Room Resources
promotion
Assistant Custome Collection Staffs

manager r
Executive
Support
HR Assistant Captains
Executives manager
Training &
Developmen
Executiv Maintenance &

e coordination
Vigilanc executives
VARIOUS DEPARTMENT:
 Accounting Department
 Human Resource Department
 Operations Department
 Vigilance Department
 Control Room

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ACCOUNTING DEPARTMENT
Function of the department
The function of finance department is to put cheques or cash payment check list for
purchase, invoice for customers, maintain purchase and sales bill in tally, central excise,
contract and labor bills. While purchasing raw materials from suppliers purchase order and
tax invoice should be prepared. Have to prepare pay slip for each employee in tally software.
Uber eats has computerized its accounting system and hence work load of the accounts
department staff has been reduced and volume of work is turned out easy and with greater
accuracy than manual accounting system.
Depreciation has been provided on the written down value method on all the assets
except electrical machinery which has been calculated on straight line method. The company
maintains various accounting record as follows.
 Credit & debit voucher

 Journal voucher
 Cash book
 Bank book
 Purchase and sales journal
The Account Department is mainly divided into the following three sections:
1. Salaries and Wages Section

1. General Accounting Section
Salaries and Wages Section
This section is responsible of making payment to the employees. This

section plays an important role in safeguarding the interest of the company as well as
employees.
General Accounting Section
General accounting section is mainly concerned with utilities like

electricity, fuel, telephone etc. The major responsibility of this section to keep the record of
bills regarding utilities.

IET Report 2018
Accounting System at Uber eats:
The accounting system used at Uber eats is conventional and centralized.

The process of accounting system starts from the preparation of voucher. The following are
different types of vouchers prepared at Uber eats.
a. Bank Voucher
b. Payment Voucher
c. Credit Voucher
d. General Voucher
Bank Voucher
This Voucher is prepared when any amount is deposited or withdrawn from the bank.
Payment Voucher
This Voucher is prepared at the time of making payments to any party.
Credit Voucher
This voucher is prepared while receiving any amount from any party.
General Voucher
This is also known as adjustment voucher. This voucher is prepared for adjusting any entry.
Vouchers are prepared after every transaction. These vouchers are sent to the
Chief Accountant with all supporting documents. The chief Accountant verifies these
vouchers and sent them to the Director Finance. If he has any inquiry about a thing, he asks
the relevant person. If there is not any point for inquiry then he puts his signature on the
vouchers. Now it is a time to record these vouchers in the books of accounts.
These transactions are recorded in the number of books like:
 Cash Book
 Bank Book
 Bought Day Book
 Sale Day Book

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After recording the transactions in the books of accounts these are posted in the ledgers. The
internal auditor then verifies whether the transactions are properly recorded in the books of
accounts or not. Now it is a time to prepare trial balance from the ledgers and finally profit
and loss account and balance sheet is prepared. A brief description of the books and ledgers
are given below:
Cash Book
In this book cash payment and receipt vouchers are recorded on daily basis. The
vouchers are numbered serial wise and cash closing balance is calculated daily.
Bank Book
This book is maintained for all the bank accounts of the company. When any amount is
withdrawn or deposited in the bank that amount is also recorded in the bankbook. At the end
of month bank account is reconciled with bank statements.
Bought Day Book
The bought day book is maintained for recording the purchases made by the
company. The balances form the bought day book is entered in the relevant supplier ledgers
at the end of the month the balances from the bought day book is posted in the main ledger
for control purposes.
Sales Day Book
In this book sale bills are entered and then posted in the customer ledgers. At
the end of the month the balances are posted in the main ledger for control purposes.
When the transaction is properly recorded in the books of accounts then

these balances are posted in the ledgers. The following are the types of ledgers maintained at
Uber eats.
1. Main Ledger
2. Profit and Loss Ledger
3. Customer Ledger

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4. Supplier Ledger
5. Staff Ledger
1.Main Ledger
It is a control ledger, which maintains all heads of accounts from which

balance sheet is prepared. All assets and liabilities accounted, profit and loss, customers,
suppliers and personal ledger are maintained in it. Posting of sub-ledger is made in main
ledger on closing of the month from basic books like cash book, bank book, bought day book
and sale day book. At the end of the month, Trail balance is prepared to check the accuracy of
accounts maintained during the month by seeing the debit and credit of trial balance as they
are equal or not.
2.Profit and Loss Ledger
In profit and loss ledger all accounts of income and expenses are maintained.
The following are the heads of accounts maintained in the profit & loss ledger:
There are some expenses heads maintained in the profit & loss ledger. These
are as under:
1. Manufacturing Expenses
2. Admin Expenses
3. Selling Expenses
4. Financial Charges
5. Misc. Charges
Manufacturing Expenses
They are like purchase of cotton, wages and salaries, fuel, power, insurance,
repair and maintenance of plant, packing and depreciation.
Admin Expenses
These are Directors traveling expenses, salaries, and communication

expenses like fax telex etc. rent, electricity, entertainment, and advertising, and vehicle,
subscription, printing and stationary.
Selling Expenses
These include export expense and corporate freight.

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Financial Charges
They are like interest on long-term loan, mark-up on short-term finances,

long-term finances, exchange risk coverage fee, commission on bank guarantees, L.C
commission, excise duty on long term and short term finances.
Misc. Charges
They include auditor‘s fee, legal and professional charges (other than
auditors), donations, fines and penalties.
Customer Ledger
It is maintained by company in which all accounts are opened to whom the

company sells yarn. Posting in a customer ledger is made from cashbook, bankbook, and
daybook. The balances of customers are worked out daily and the report of receivables is
prepared daily and submitted to management.
Suppliers Ledger
In supplier ledger the goods supplied by the parties are recorded.
Personal Ledger
To record all transactions relating to the personal accounts of employees of

company, this ledger is used. Trail Balance of all these ledgers is prepared at the end of the
month, which is then checked through main ledger.
Internal Audit Department
Uber eats has also a special department for performing the internal audit.
The Internal Auditor heads this department. The audit department develops audit program
before conducting an audit. This department works on continual basis. The internal auditor of
the company visits the mills on weekly basis and conducts the audit according to the checklist
framed by the internal audit department. The department is responsible to keep its eyes on the
implementation of management policies. This department is also responsible to inform the
top management regarding the accuracy of all accounting information and their analysis.

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Main Functions of the Internal Audit Department
Following are the main functions of the internal audit department:
1. Revision of the System
The internal audit department revises the system if there arises any
discrepancy.
2. Check on the System
The internal audit department checks whether the revised system is being
followed or not. If there arises any deviation that is reported to the management.
3. Check on Maintenance of Books of Accounts
This department also examines whether management policies are followed

or not.
4. Proper maintenance of Books of Accounts
The internal audit department also examines whether proper books of

accounts are being kept as required by the Companies Ordinance 1984.
5. Assets Safeguarding
This department also safeguards the company assets.
The following are the main functions performed by the internal audit department at office
Uber eats while conducting an audit:
i. Checking of postings from clock to wages sheets.

ii. Checking of Credit Notes issued by the Sales Department.
iii. Checking of Debit Notes issued by Sales Department.
iv. Checking of rebates, discounts
v. Continuous checking of assets of the company
vi. Checking of bank vouchers
vii. Checking of credit vouchers
viii. Checking of general vouchers

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HUMAN RESOURCE DEPARTMENT

The Human resource department exists in the main corporate office of the AP Groups of
companies. It include the activities like Recruitments, retirements, attendance, leave
formalities, salary & wage determination, incentives, training and development for the
employees in various designation of the company. Employees are trained to represent the
best service to the service users’. The captains’ are insists to handle their appearance and the
vehicle appearance which visually appeals to the customers. The captains are recruited with
various criteria as giving test drives, medical fitness test etc. The captains are trained with
high motivation to handle the service users’ to provide the premium service.
The term personal department refers to the function of the organization that is
responsible for the management and motivation of people in the workplace. Increasingly
today the term Human Resource Management has come to replace personal management is
seen as an old fashioned way of managing people, giving priority to organizational rather
than individual development needs.
Different individuals exhibit similar and dissimilar patterns of behavioUr. They have
their own set OF needs, dives, goals and experiences. Management should be aware of their
requirements. Proper management will enhance efficiency and performance of people at
work.
Scope of employment opportunity:-

The company is continuously expanding with new innovation and advanced
modernization in a diversified manner it creates ample opportunities for employment in the
country. Here in Sugi people have the opportunity of intensively learning about
worldwide engineering technology.
The management spends a substantial amount of fund on its people by sending them
abroad for further development and improvement thus creating a very competent and
knowledgeable work for the company as well as for the nation.

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Functions of human resource management:

 Recruitment.
 Selection.
 Education and Orientation.
 Job Analysis.
 HR planning.
 Training
 Performance Appraisal.
 Career Planning and Development.
 To keep a record of the employees who are benefited by HR department schemes
and improves their potential.
Recruitment:
The firm’s recruitment board consists of three members who handle the recruitment
process. It is a direct and simple processes where in applications are collected, scrutinized
and accordingly suitable candidates are called for interview. The recruitment board has the
final authority of appointing the staff. The main feature of the recruitment is that the company
gets workers directly from another company in the group. It helps the company to avoid
training for the new worker or recruiting newer members of the group of companies. The
factory manager is entrusted with the duty of recruiting workers. Usually, local residents are
given preference.
Training:
Training is imparted periodically to both staff and workers by private consultants and the
factory manager respectively. Training has to be given to the semi- skilled and unskilled
workers so as to avoid making mistakes during the production process. The commonly used
method of training is lecturing. Lecturers are usually the sought after technique in the training
program i.e, lectures are given to them for learning how to operate the machines.
Reward:
Workers are paid daily wages as per agreement and the salaries paid to the employees are
best in the industry.

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Meetings:
The factory manager conducts meeting with workers once in a month where in they are
free to provide suggestion, feedback and even voice their grievance and concerns.
Wages:
The workers are given daily wages. The wages include Basic pay and Dearness allowance
as per the norms of the statistics department, Government of Tamil Nadu.
Time and safety:

The company believes that all employees are to work in a safe, healthy and hygienic
work atmosphere. Every unit has a first aid kit and a hygiene team along with appropriate
training to care for its workers. In all the industrial units there are both male and female
physicians with necessary aid and medical facilities.
In order to increase the awareness level of the employees the management also takes
great initiative to take part in ergonomics are such as childcare, Family Planning, Pure
drinking water, Arsenic, Diarrhea.
The company is following a very strict policy regarding attendance and timing.
Attendance card is given for the workers and proper attendance register is maintained for all
the staff. Punching System is also used for time management.
Health and safety:

Following are the safety measures done by the company as per safety precautions act:
 All types of safety cover for rotation parts.
 Break system for machinery.
 All kinds of electrical safety.
 Fire fighting equipments.
 Environmental safety.
 Pressure vessels safety.

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Duties and responsibilities of Human resource manager
Duties:
a) Recruitment
b) Selection
c) Job analysis
d) HR planning
e) Training
f) Performance appraisal
g) Career planning and development
h) To keep a record of the employees where benefited by HR department schemes
and improves their potential
i)Time and attendance
Responsibilities:
a) The employees salary and wages
b) The employee training
c) Health and safety of employees.
MARKETING DEPARTMENT
Marketing information
1. The members who register with the company are given free membership when they
register with the website of the company.
2. The clients of the company will be given a separate ID and if they have any queries on
sourcing about a particular shop they can call the customer care of the company to gather
information about what they need
Characteristics of an effective marketing information system (MIS)
a) The company handles both internal and external data where the internal data are those
related to database maintenance of process related to vendor selection and externally
the datas are related to client database and the need of the client.

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b) The MIS of the company is concerned with preventing the errors occurred due to
process in vendor selection at the right time.
c) BCP (Business Continuity Process) will be a key factor of success for the business.
d) The process implemented with MIS of the company tends to be future oriented.
e) The MIS includes other subsidiary companies and sub vendors.
Marketing analytical system
1. The data used for converting the customers is interest is based on convenience sampling as
the customers data base is infinitive.
2. The analytical data can be used to find out the target population so that the data can be
manipulated and can find out the future customers.
3. Descriptive statistics is used to compare the data with their demographic profile and the
results will be derived from comparing the demographic profile with the level of customer
conversion.
1.2 STRATEGIES ADOPTED
Promo codes
Uber offers special promotions to provide discounts on food to Eaters. If the cutomers
have added multiple promo codes to the cutomersr account, the customer will be unable to
select the cutomersr preferred promo code from the cutomersr account. Instead, their most
recently added promo code will be applied to their current or next order. For example, if the
customer added a valid code on Tuesday and another code on Wednesday, their next order
will use the code the customer added on Wednesday. A promo code's value will only apply to
one order. Any remaining amount disappears.
Credits
Uber credits can be applied to any order. To use them, all they need to do is tap
"CREDITS" next to their account's payment method at check out. This will bring up their
payments profile, where they can use the toggle to apply Uber credits to future orders. To
check the customers credits balance, tap the profile icon at the bottom of the main screen and
tap "Payment" to see the customers credit balance.

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They can also share the customers personal invite code with friends to earn credits.
Select profile icon at the bottom of the main screen. Then tap "Free Food" from the menu to
view their invite code. When a friend orders their first meal with Uber Eats, the customers
account will receive Uber credits. The amount of Uber credits for a referral will vary by city.
Fast food, indeed
Without bundling in the service in the ride-hailing app itself, Uber's online food delivery
platform will be released as its own application. Consumers will be able to order seven days a
week, round the clock, as long as the restaurants are operational, through the app.
1.3 CSR ACTIVITIES
As part of their Corporate Social Responsibility (CSR) initiative, Uber announced the
launch of two new products uberACCESS and uberASSIST in Bengaluru, supported by
Mphasis, a leading cloud and cognitive services provider. uberACCESS offers 50 retrofitted
vehicles, with heightened roof and hydraulic wheelchair lift on-demand. The projects aim to
address day-to-day transportation requirements of senior citizens and those with accessibility
needs.
Uber announced a partnership with NASA that will see it develop flying taxis priced
competitively with standard Uber journeys. “Uber’s participation in NASA’s UTM
(Unmanned Traffic Management) Project will help the company’s goal of starting
demonstration flights of uberAIR in select US cities by 2020.

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2. QUALITY POLICY STANDARDS
2.1 Quality Policy
Committed to satisfy their customers by attaining superior quality products with different
attractive design in right time at comparative prices. This will be achieved through
continuous improvement in all activities by total worker and employee involvement.
2.2 Quality Management Certification
The company is a part of ISO 9001:2015 standard.
ISO 9001:2015 brings a number of benefits
 Focus on demonstration of leadership within the organization.
 Promotes Risk based thinking within the organization.
 Integration of QMS into business processes, as accountability of QMS, lies with top
management.
 Due to focus on intended outcome i.e on desired output of process and associated
risks and opportunities results in more reliable Product/Services for more effective
and efficient service/product provision processes.
 Enhanced efficiency: With the ISO 9001 Certification, the cutomers can be assured of
better performances within the company.
 Employees within organization would be working towards achiving the vision ,

mission, common goal of organization.
 Enhance the performance and productivity of each department and organization.
 High Morale among Employee.
 Builidng up of Excellent Brand Image.

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3. BEST PRACTICES
Only Bike-delivery: The company will only deliver through their delivery partners who are
using the two-wheeler to deliver the order.
Tracking the progress of the delivery - Get updates as their order is prepared and watch in
real time as the meals is delivered to the customers destination
Getting Personalized Recommendations- The app picks up on ordering style as their order
from the app frequently. It predicts if their prefer healthy food, or vegetarian food on some
days of the week and gives recommendations accordingly.
4.UNIQUE VALUE PROPOSITION (UVP)
UBER is not just providing value propositions to its customers. It leverages its data to also provide
value to its suppliers and ecosystem, thereby strengthening its position versus competition.
Uber keeps on innovating on its core service, for instance with the introduction of
uber eats. By knowing ride needs of multiple people it can provide shared rides that only
incrementally change the route while it can reduce overall car movements with up to 50%.
The fact that UBER uses its strengths in assets is a well-known innovation route to
take to enter into and create new businesses and markets. It uses the assets like the fact that it
is already on the customer mobile, that the customer trust their brand, and that they can easily
allow the customer to make payments through a system the customer already use. It also
leverages its unique capabilities, like organizing point-to-point city transportation.
UberEATS uses the data it gets to further improve and build its ecosystem. Uber
EATS obviously, like all data based value propositions, trials every part of its app. It also
keeps track of the customers preferences so that the right types of restaurants come up. And it
uses the customers reviews to make better reviewed dishes and restaurants come up higher in
the list. Now that is all straightforward. But uber EATS also provides value to its ‘suppliers’.
It can inform restaurants when their quality is dropping. As it knows where the requests for a
particular restaurant or restaurant chain come from, it can analyze whether or not it makes
sense to open a new restaurant (or even what it calls a dark kitchen, which is just a kitchen for
takeout) and where it should be located. And it can see how far certain food can travel before
the rating goes down because of low temperature or sogginess of the food, and provide those
data to the restaurant.

IET Report 2018
5. SCOPE Model
SITUATION
The customers know what they say: get to know the customers neighbors, because the
customers never know who has the good food. The Uber Eats app features small, independent
restaurants and cafés as well as the big chains, so the customers can hunt around and find the
hidden gems in the customers area without even getting off the customers couch. It’s a great
way to support local businesses and get to know the food scene in the customers
neighborhood, and it means that the customers can try out new places and new cuisines every
time the customers order. Plus, the customers might just find a new favorite Italian restaurant
or a great little sushi place that the customers have never heard of before.
CORE COMPETENCIES
First mover advantage – One of the best competitive advantages of UberEats is that it is the
first mover in many of the nations where it is establishing itself. Directories and other forms
of restaurant ratings might exist. But as an app UberEats is excellent and many countries (like
India) have loved the usability of the UberEats app.
Evergreen industry – The restaurant industry is an evergreen industry. Sure, there may be
recessions and other downturns which might affect the industry. But overall, this industry is
going to stick around at all times and is only going to grow with rising disposable income.
Fast Expansion – It is appreciative that UberEats has expanded so fast. It is already in 24

countries and is expanding year on year.
Fantastic design of the app – UberEats has regularly won awards for its app design and for its
user-friendliness. The App design is fantastic and it helps you discover restaurants nearby as
well as in an area you are going to visit.
Number of users – UberEats has a huge number of users using their app. At the same time,
the site also has 90 million visitors a month approximately. With so many users following the
app and site, there are more reviews and hence more chances to find better restaurants.
Focused approach – The brand has a very focused approach and has always tried to bring the
most of out of its unique offering. It is well connected with restaurants and regularly takes

IET Report 2018
feedback from customers as well as restaurants. This focused approach has also helped the
brand image and reputation of the firm.
Excellent funding available – UberEats has picked multiple rounds of funding over the years
and because it is now so well established in many countries, there is a lot of funding available
for the app.
Multiple acquisitions – UberEats has acquired multiple companies most of which are
software or technology related.
PROSPECTS
More acquisitions – There are and were many small players in this space. UberEats can
acquire several of its competitors and at the same time, it has to keep an eye on the tech
industry and acquire any tech innovation it can get its hands on to keep on rising.
Cloud restaurants – UberEats is coming up with the concept of Cloud restaurants wherein
restaurants will not have to get a physical space to actually sell their food products. Instead,
they can sell from UberEats.
Creating a community – UberEats does have a huge following but the users do not interact
with each other. Creating a forum and a community out of the users already following
UberEats can be a huge benefit for the brand.
Adoption of the internet and Smartphones – There is a huge increase in the adoption of
Internet across developing and underdeveloped countries as well. Similarly, adoption of
smartphone has also increased. Thus more and more orders and research about restaurants
can happen online instead of through physical visits.
OBSTACLES
Security issues for the app – A major issue for UberEats in the past has been some security
issues due to which the app was hacked and at least 17 million users data was copied. Such
security issues are a nightmare for internet companies.
Still a lot of expansion required – Considering that the app has established in 24 countries,
there is good expansion. But at the same time, the app has been started 7 years back and with
the amount of funding available for UberEats, the expansion can be much faster. It is
allowing other services to establish themselves in this niche before it reaches their country.

IET Report 2018
Word of mouth and Facebook check-ins – Besides such apps, in many places word of mouth
still trumps apps and at the same time, Facebook check-ins are a strong competitor wherein
people might not need UberEats. Thus, it is an app for early adopters but definitely not for
laggards.
EXPECTATIONS
Further expansion – The number 1 opportunity for UberEats is to expand to more countries
and establish its base faster. Service industry has a major problem that services can be copied
very fast and very easily. As a result, it is critical for UberEats to establish and expand itself
faster.
6. WORK FLOW CHARTS
ACCOUNTING DEPARTMENT
The accounts section is functioning at the ‘Uber eats’ office of the company. This dept
Maintain all the financial and the cost occurring in providing the taxi service. The capital
account, loans, taxes, salary are maintained and carried out by the accounts department.
Department Structure
FINANCE MANAGER
CASHIER
ASSISTANT ACCOUNTANTS
ACCOUNTANTS

IET Report 2018
MARKETING DEPARTMENT
Structure of MIS with the company
1. Customer query
The customer query has to be modified and rectified based on their requirements.
2. Analysis of information needed
The information needed to the customers are to be given according to their

specification and tracking the location for vendor selection
3. Marketing research
The marketing research has to be made to convey the right message at the right time
to the customer.
4. Assessing information needs for vendor selection
The company analyses the nature of business of the vendor so that a proper client
can be sourced for them based on the availability.

IET Report 2018
5. Linking the customer with the vendor
This plays the major role in long term relationship between the client and the
company. The company can make sure that the right client is linked with the right vendor.
7. CASE ANALYSIS
7.1 Problem Statement
The problem is lack of customers due to many reasons. The main drawback of the
company is advertisement. There is no proper advertisement about the company and due to
this, many people does not know about the company in Coimbatore. The next problem is
some people think, the cost will be more because of door delivery may and hesitate to order
online foods, this is also due to poor advertisement. If there is only few customers, then the
payment of the delivery partners will also be in trouble as they can gain money only if they
go for delivering foods . This service is done only for particular places(mainly for peak areas)
now in Coimbatore.
They don’t spend more money for advertisements. And marketing is done mainly
through delivery partners itself in Coimatore. Advertisements can reach to many people
easily than personal selling. Many of the people does not know whether UberEats is
functioning or not. Personal selling can give more information than advertisements but it
reaches only few people
The another problem is providing fake products. The fake products are more in case of
online booking through the app and the foods are not verified before delivery.

IET Report 2018
7.2 Problem Analysis

This part of the study shows the result towards the survey made based on the
statement of problem. A total of 100 respondents were surveyed for the purpose of survey
towards the customers were percentage analysis was used to analyze the data.
REASON FOR NOT PREFERING UBER EATS

REASON RESPONDENTS PERCENTAGE
I dont know about online booking 6 6%

through app
Risk of credit card transaction 25 25%
Internet illiteracy 32 32%
Risk of identity theft with the app 29 29%
Other reasons 8 8%
Total 100 100
INTERPRETATION:
The above shows 32% of the respondents have not done online booking through app because
of internet illiteracy, 29% of the respondents have not done online booking through app
because of risk of identity theft, 25% of the respondents have not done online booking
through app because of risk of credit card transaction, 8% of respondents have not done
online booking through app because of other reasons and rest 6% have not done online
shopping because they don’t know about online booking through app.
7.3 ROOT CAUSE FOR THE PROBLEM
 Most of the people do not know about the company.
 Many people does not know how to order through online.

IET Report 2018
 Majority of the people are facing problem while conducting online purchase through
app.
 Most of the customers felt problem in case of delay in delivery.
 Majority of the customers had felt that there are many fake products in the app during
online booking for food the apps.
8. Evaluation of Solution
Advertisements should be improved in the places where they does not get many
customers.
The internet illiteracy should be reduced in case of online booking through the app.
Proper awareness should be created about online booking through the app and trust
should be created among the online buyers or customers who order food through the app
regularly.
The fake products are more in case of online booking through the app and the foods
should be verified before delivery.
9. Tentative Solution
Advertisements should be improved through various means like, social media, television
advertisements, offers, coupons and etc.
The fake products are more in case of online booking through the app and the foods
should be verified before delivery.
10. LEARNING EXPOSURE
The organizational study covering the functional areas of the organization gave me all
the basic insights of the organization which is indispensible for making managerial decisions
in the organization. The industrial training program is very good and can create the potential
for students to better quality in the field they want to operate in the present. During the
training, I had a taste of how the real atmosphere towards analysing the problem and giving
solutions towards the problem, as well as a good relationship of mutual help - help and
cooperation during my industrial training.

IET Report 2018
11. CONCLUSION
The main intention of the project is identify the various problems faced by the
customers and to know the reasons for the problems while purchasing through UberEats app.
The response collected through questionnaire helped a lot in finding the problems and to
know about customer opinion regarding online booking for food through the app. The
products should be verified before delivery and the delivery of fake foods should be reduced.

IET Report Uber Eats

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REPORT ON INDUSTRIAL EXPOSURE TRAINING

Training Report submitted in partial fulfillment for the requirement of

Department of Business Administration with Computer Applications

Viva voce conducted on:

Internal Examiner External Examiner

(Company Certificate) – To be placed in this order

I hereby declare that the training report titled “REPORT ON INDUSTRIAL

EXPOSURE TRAINING UNDERGONE AT UBEREATS INDIA SYSTEMS

universities or body during the period of my study.

Signature of the Candidate

S. NO. CHAPTER PAGE NO.

BBA (CA) Department1

E-commerce in India is expected to grow from US $2.9 billion in 2013 to a mammoth

BBA (CA) Department2

GROWTH OF THE INDUSTRY

BBA (CA) Department3

ABOUT THE COMPANY

Industry Online food ordering

Founded August 2014; 3 years ago

Founders Travis Kalanick (CEO), Garrett Camp

Headquarters San Francisco, California, United States

Area served Worldwide

Key people Dara Khosrowshahi (CEO)

BBA (CA) Department4

BBA (CA) Department5

1.1 ORGANIZATION STRUCTURE

Director of Director of Director of Director of Director of

Assistant Custome Collection Staffs

Executiv Maintenance &

BBA (CA) Department6

Function of the department

 Credit & debit voucher

1. Salaries and Wages Section

This section is responsible of making payment to the employees. This

General Accounting Section

General accounting section is mainly concerned with utilities like

BBA (CA) Department7

Accounting System at Uber eats:

The accounting system used at Uber eats is conventional and centralized.

This Voucher is prepared at the time of making payments to any party.

These transactions are recorded in the number of books like:

BBA (CA) Department8

Bought Day Book

Sales Day Book

When the transaction is properly recorded in the books of accounts then

BBA (CA) Department9

It is a control ledger, which maintains all heads of accounts from which

2.Profit and Loss Ledger

These are Directors traveling expenses, salaries, and communication

These include export expense and corporate freight.

BBA (CA) Department10

They are like interest on long-term loan, mark-up on short-term finances,

It is maintained by company in which all accounts are opened to whom the

In supplier ledger the goods supplied by the parties are recorded.

To record all transactions relating to the personal accounts of employees of

Internal Audit Department

BBA (CA) Department11

Main Functions of the Internal Audit Department

Following are the main functions of the internal audit department: