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    GMLC Case GD - 10 Background

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    Sachin

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    GMLC Case GD - 10 Background

    Uploaded by

    Sachin
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    Case_GD_10

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    GMLC Case GD - 10 Background

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    Sachin

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    GMLC Case GD – 10

    Background
    It was the morning of 7th December when calls started coming on Amit Jain's cell phone. Amit
    Jain, Uber Head of India (& Asia Pacific), was in a state of turmoil and despair as the day's
    events unfolded. A 27-year-old woman was allegedly raped by the driver of a cab she had hired
    to go back to her home in Northwest Delhi's Inderlok on the night of 6 th December. The woman
    who works in a finance company in Gurgaon was returning home after having dinner with her
    friends. The incident took place around 9:30 pm. The story has brought negative publicity to
    the firm, and questions are being raised regarding Uber's commitment to the safety of its
    customers.

    Is Uber responsible?
    Uber is a Cab aggregator that provides a marketplace where cab drivers are connected to
    people nearby who require transport. When a customer requests a cab, the drivers in the area
    nearby are notified. The drivers have the option to select if they want to service this customer
    or not. The drivers are not Uber's employees but are merely collaborators. So, is Uber also
    responsible for this fiasco? The incident has raised many questions regarding the safety
    practices adopted by firms like Uber, Ola, etc. Questions are also being raised related to the
    selection and training of drivers.

    The steps forward


    Uber has an immediate problem of handling the public and press. Amit Jain has called a
    meeting of executives to look at the possible actions. The steps should be aligned to rebuild
    Uber's image and reputation. As this is a disastrous crime, it has hurt Uber significantly and
    customers are voicing their opinions on social media. Various department heads have met up
    and are discussing the possible ways to handle the situation. The PR department is to publish a
    press release and explain the incident and Uber's role in it. The executives are rethinking the
    process of onboarding on the platform. How to scrutinize the credibility of drivers? What are the
    essential background checks needed? The technology team must come up with new features
    that could help in improving safety. The HR department should discuss the training and
    development of these drivers. Amit Jain sits sipping coffee while executives from the various
    departments enter the boardroom.

    Discuss the necessary measures that should be taken amidst this fiasco and discuss the
    rationale behind them. (One can assume individual roles of the department heads to come up
    with various viewpoints to answer the above questions)

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