Assignment Part I:
Quickserve is a company offering rapid delivery services in India. It is headquartered in Mumbai and is operational across 10 cities in the country. Quickserve has a total employee headcount of over 1000, across various locations in India. Quickserve's customers order groceries, fresh fruits and vegetables, personal care products, kitchenware, and so on, using its smartphone application. Quickserve then secures the products from its warehouses through its delivery executives. They claim to deliver the products within 12-15 minutes from the time that the customer places the order. This places the delivery executives in very stressful working conditions every day. There were several cases of accidents reported in the previous quarter as the delivery executives rushed to fulfill timely deliveries. Apart from this, the delivery executives work 12-14-hour long shifts.
In the recent town hall, Quickserve declared to its employees that the company is going through a financial crisis. There has been a growth of competing companies in the rapid delivery service sector. This has given customers more choice and the customer traffic at Quickserve has faced a 25% decrease from the previous quarter. This has led the company to take on several cost-cutting measures to improve its value offerings. The leadership announced that they will no longer be offering paid incentives to the employees based on customer ratings. This incentive was a bonus reward that the delivery executives used to receive above their monthly salaries. This has had an impact on the motivation of the delivery executives who were already working in stressful situations with questionable safety standards.
Thereafter, Quickserve has been facing a challenge in maintaining the efficiency of its delivery executives and is experiencing several issues amongst the employees, such as prolonged absenteeism, behavioural issues, and so on. As a result, the company has started receiving several customer complaint tickets about delays in deliveries. When the customer tickets were analysed, it was found that for 65% of the deliveries, the service time exceeded the 12-15-minute mark to over 25 minutes. It is crucial for the company to prioritise this problem since the provision of rapid deliveries is the company's core business offering.
When these problems were brought to the leadership's notice, the Chief Human Resource Officer (CHRO) decided to conduct an Employee Satisfaction (ESAT) survey for the organisation to understand what the HR department can do to solve efficiency problems.
Based on the problem context, answer the question below:
Suppose you are a senior HR business partner (HRBP) in the HR department at Quickserve, design an ESAT survey to understand the employees' concerns. Additionally, explain the steps involved in the implementation of the ESAT survey in Quickserve's context. (10 Marks)
Assignment Part II:
Upon conducting the ESAT survey at Quickserve, the following findings emerged:
Seventy-two percent of the delivery executives mentioned in the survey that they were increasingly concerned about their safety on the roads due to the nature of their jobs. The survey also stated that the delivery executives who had met with accidents were yet to receive the accidental insurance cover promised by the company. This led to the low morale and motivation of the delivery executives. They also mentioned that the accidents of their fellow delivery executives were causing them a lot of stress and anxiety. Due to this, being productive was challenging for them.
After the ESAT survey, the leadership at Quickserve wants to conduct an HR Audit in order to find the specific HR processes that can be improved to enhance employee experience. They also want to conduct an HR audit to investigate the delays in processing the accidental insurance clearance for the employees.
Further, based on the recommendations of the HR audit, Quickserve plans to implement an Employee Assistance Program (EAP). This will involve designing the EAP as well as choosing the right vendor to outsource it to.
After that, Quickserve is planning to adopt a human resource information system (HRIS) that will help the organisation smoothly roll out the EAP for the delivery executives.
Based on the case given above, answer the following questions:
1. Suppose you are a senior HRBP at Quickserve. Design an HR audit plan to identify the HR processes that need to be improved.
2. Based on the recommendations that you have drawn from the HR audit above, design an Employee Assistance Program (EAP). Describe how you will choose the right vendor to execute the EAP.
3. Explain the process of building a human resource information system (HRIS) at Quickserve to roll out the EAP for the delivery executives.