JT-Express Group 2 Sec1 PDF

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J&T EXPRESSA Final Paper in MGT1104 Organizational Behavior CourseBERTIS, Dominique Camila BILLONES, Neil John D. BOCO, Jhazel B. BORLONGAN, Chantal Wayne F. BRACAMONTE, Marithe Ysabel B. CABIGAO, Alyssah Ericka C. CACHOLA, Leanne Dee B. CARISMA, Angelica Mae P. CASTRO, Maria May B. Section ...

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J&T EXPRESS A Final Paper in MGT1104 Organizational Behavior Course

BERTIS, Dominique Camila BILLONES, Neil John D. BOCO, Jhazel B. BORLONGAN, Chantal Wayne F. BRACAMONTE, Marithe Ysabel B. CABIGAO, Alyssah Ericka C. CACHOLA, Leanne Dee B. CARISMA, Angelica Mae P. CASTRO, Maria May B. Section 1

July 12, 2020

TABLE OF CONTENTS Executive Summary ………………………………………………………………………… 1 Overview …………………………………………………………………………………….. 2 Viewpoint …………………………………………………………………………………… 2 Time Context ………………………………………………………………………………... 2 Case Facts ……………………………………………………………………………............ 3 Problem Statement ………………………………………………………………………….... 4 Objectives of the Case…………………………………………………………………........... 4 Alternative Course of Action ………………………………………………………………... 5 Recommendation ……………………………………………………………………………. 7 Conclusion ………………………………………………………………………………...…. 8 References ……………………………………………………………………………............ 9

List of Figures Figure 1 Porter-Lawler Model……………………………………………………………….. 7

EXECUTIVE SUMMARY A pandemic in the year 2020 caused a great deal of disruption to a lot of people's lives in the Philippines. Many businesses were forced to close down and advised to stay at home for their safety. Though it appears to be troublesome for many, a growing number of individuals saw an opportunity to foster an occupation engaging with e-commerce. It became a mode of gaining profit and acquiring needs as they continue to fight against the widespread of COVID-19. With this, different express delivery companies paved their way into assisting internet purchasing by offering their delivery service to the market. J&T Express, the leading express delivery company in Southeast Asia, persistently adjusted to the pandemic as it continued to assist the businesses in the world of e-commerce. The delivery company has made a great contribution to the development of online transactions and the organization as well. Ceaseless attendance with successful outcomes is being presented to the market by J&T Express even with the presence of the pandemic. However, in June 2020, a video of J&T express mishandling parcels was leaked on social media; Employees of the said company were shown in the clip as they incautiously throw each parcel on the delivery truck. Many netizens stated their disappointment and opinions towards this matter. The company was called out by the media as it received a lot of hate comments and protest towards the punishment of the employees involved in the video. J&T Express gave their statement about the issue. It was said that they investigated the video. Though further information about the location and employees was not identified, J&T Express branding manager, Leonardo Alampay released an affirmation saying that the clip presents an unappealing incident as well as violations of standard procedures that may affect the company's respective reputation. Penalty and corrections of the employees were also assured by the company. The issue immensely affected the current picture of J&T Express. It manifested the irresponsible execution of the work of employees in the company which leads to doubts on how the delivery company handles its own organization. Thus, analysts are inclined to explicate the issue to come across the main cause of the problem and to able to bring forth a solution that will contribute to the development of J&T Express.

OVERVIEW

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J&T Express is a technology-based logistics company that offers delivery services across nations. It was 2015 when they have entered the market of Indonesia and continued to expand throughout their neighboring countries in the Southeast. The delivery company entered the Philippines express market in August 2018. As they entered the Philippines, they introduced their preeminent service and steady upturn that made a lot Filipinos enthusiastic. The company's purpose is to enable fast and inconvenience-free deliveries to the likes of their consumers specifically in the world of e-commerce. It also aspires to encourage online businesses as it provides practical and efficient service to the comfort of their patron. In today's time, J&T Express is considered as the leading express delivery company in Southeast Asia. They are exhibiting successful outcomes as they thrive for continuous growth and expansion. VIEWPOINT The analysis will be viewed upon the perspective of the organization, J&T Express, as it recognizes extensive data and unbiased resolutions that consider both employees' and customers' welfare that is aligned with the organizational goals. It allows the analysts to further evaluate the issue that has taken place. TIME CONTEXT A video regarding the displeasing process of J&T Courier workers handling customers' packages was disclosed and went viral on social media. The clip contains unconcerned couriers tossing around parcels in a very careless manner into a truck. It was released during the pandemic and received a lot of complaints and criticisms by the netizens.

CASE FACTS J&T Express was established in August 2015 and it is an extensive network that assists intercity and interprovincial across the nation. The said courier company is an express delivery company that embraces the advancement of technology as the basic system. Moreover, J&T 2

Express offers pick-up service at high speed and it also promotes the development of the ecommerce industry. Due to the viral video in the social media about the issue of the delivery company, the said courier service company J&T Express in Manila, Philippines, has told the public that it would penalize workers engaged in the reckless processing of shipments while violating safety standards as demonstrated in viral footage. Other information regarding the case are listed below: 1. Irresponsible handling of packages by some employees may cause damage to several items. 2. Numerous customers complained about receiving damaged items after the delivery. 3. The courier company is currently receiving a lot of complaints online due to the viral footage of employees mishandling packages on social media. 4. The company explained that it was an anomalous incident and recapitulated that the top management would not condone such actions. 5. The management identified the involved personnel in the footage and properly sanction those employees. 6. The firm guarantees that strict protocols are followed and parcels are properly handled. 7. According to Leonardo Alampay, the branding manager of J&T Express, the workers who were involved in the viral footage were not wearing protective gear required during a Covid-19 pandemic. With this, it “violates every single standard procedure” wherein it can be a possible ground for termination. 8. The anomalous incident may take a loss of credibility as a delivery company for the J&T Express.

PROBLEM STATEMENT Having the responsibility to deliver a package safely while securing the trust of the recipients is nothing new for an e-commerce delivery company. The delivery company, J&T Express are currently receiving a lot of complaints from their valued costumers after footage of their workers mishandling the packages goes viral through social media. The workers in the video just casually throwing the goods on the truck whilst the goods being placed on the ground 3

without being organized. Furthermore, there is another issue about the video wherein the workers were not wearing protective gear required during a Covid-19 pandemic. The said the video had reached through the management of the J&T Express and takes responsibility for the incident. Ergo, this incident seems to be construed as the main problem of the case study – the issue may take the loss of credibility as a delivery company for the J&T Express. After the management identified the involved personnel in the video and properly sanction them, the company must take precautions to avoid these incidents in the future. With this action, the decision making and problem-solving skills of the management will be tested. Being said, the company should interview the involved personnel and find out the reasons why they’ve done that – there must be an instance that the workers are not satisfied from the way they are being managed, or they are not fairly compensated for their work where the concept of job satisfaction will be applied. OBJECTIVES OF THE CASE The goal of the case is to identify the problems that the organization is facing concerning organizational behavior. The primary objective of the case is to give solutions to the problems by applying the principles and concepts of organizational behavior in the organization. The objectives of this case are: 

To determine the cause of the employees’ dysfunctional behaviors



To improve work efficiency and satisfaction of employees through employee motivation and incentives



To establish sustained participation of employees within the organization

ALTERNATIVE COURSE OF ACTION Alternative Action

Course

of

Disadvantages Advantages 1. The supervisor would 1. As diversity is not EMPLOYEE avoidable in any know what are happening EVALUATION organization this may within the employees, trigger a bias evaluation, Conduct an "end of the day their relationship with especially when the evaluation" to employees others, and in their work evaluator has his/her regularly to ensure environment own standard in employees' positive 2. This can help the evaluating performance employees with their career development as 4

supervisors can give advice and useful information for them to learn 1. A well-trained employee is EMPLOYMENT professional in work STANDARDS because they surely will follow the work ethics of Ensure that the employees have the company. In this way, enough work experience before J&T company will be they can be hired. Proper assured that they hired the guidelines and criteria should be set correct person for the job

1. This will cost the company time and effort in looking for someone who’s fitting for the job

2. Hiring

a trusted professional for the job will make the company better in the long run.

1. Providing a work program 1. This will cost them more for the employees once in a expenses as well as they while will make them do the will pay for the job better. Helping them employee’s seminar and Provide once a month or once undergo training seminars as well as their getting every two months seminar and will benefit the company paid for the day without training for the employees. itself in the future. work.

WORKING PROGRAMS

2. This will help the company improve its work ethics and when they do the job well, more customers will trust J&T company again.

REORGANIZE STRUCTURE

JOB 1. Can cause maximized 1. Employees might have a productivity

hard time in adjusting with their new task that may result for the them to be inefficient

Reorganize the employees by putting them into different departments where they respectively excel and assign standardized task

This will give the 1. It might bring conflict on USAGE OF 1. employees the motivation the members of the INCENTIVE SYSTEM to be productive along with excellent outputs

Stimulate motivation of employees by giving them 2. It will also help reduce incentives based on the given employee turnover. The quota of tasks (deliveries, Incentives will help operations, etc.) with 5

organization. Meeting the quota might arose competition among the members. 2. Customer feedback might not always be reliable

corresponding feedback

customer

employees feel like they are not underappreciated in any way.

since some customers might answer it halfheartedly

3. The result of the quota might bring positive feedback among customers 4. The members of the organization will most likely cooperate and engage in teamwork to meet the quota. 5. Customer feedback will help you know more about your loyal customers and how to maintain having loyal customers.

RECOMMENDATION

Figure 1. The Porter-Lawler Model

The students studying the current issue of J&T Express presumed that the company is facing a problem rooted in its employees’ job satisfaction. As J&T Express provides a delivery service, the performance of the employees directly affects their customers’ satisfaction.

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To come up with the most effective recommendation to mend the problem the company is facing, this study used the Porter-Lawler Model as this shows the relationship between the employee’s satisfaction and performance. The figure shows that the goals of the employees and the management responds to each other which makes for the management to react to the performance of its employees. The management will give appropriate rewards to its employees base on the performance of the latter. Therefore, the students recommend the usage of the incentive system as it is the most effective from all of the alternative course of action presented due to the following reasons: 1. The incentive system will increase productivity as the employees will put efforts to achieve the quota needed to be rewarded with the incentives 2. Additionally, in this incentive system, the customers or clients will be benefitting as this alternative course of action doesn’t only focus on the productivity but also with their satisfaction with the way their goods were packaged and delivered SUMMARY AND CONCLUSION The researchers found out that the problem on the current issue of J&T Express is presumed that the company did not comply with the protocols as the employees were engaged in the reckless processing of shipments while violating safety standards as demonstrated in viral footage. The employee’s satisfaction and performance should be considered by the company as the performance of the employees directly affect their customers’ satisfaction. With this study, the researchers then concluded that the incentive system will increase productivity as the employees will put efforts to achieve the quota needed to be rewarded with the incentives and the customers or clients will be benefitting as this alternative course of action doesn’t only focus on the productivity but also with their satisfaction with the way their goods were packaged and delivered. Therefore, to resolve employee satisfaction while not reciprocating 7

the needs of the business, a proper incentive system should be given for them to be productive and make sure to follow the protocols and standard procedures in the handling of packages. The model predicts that satisfaction is determined by the perceived equity of intrinsic and extrinsic rewards for performance. That is, rather than satisfaction causing performance, which many people might predict, and the model argues that it is a performance that eventually leads to satisfaction.

REFERENCES Humarang, J. (2020, June 25). J&T Express PH thinks ‘mishandling’ viral video ‘deliberately’ done with malice. Retrieved from: http://techandlifestylejournal.com/jt-expressphilippines-viral-video/

J&T investigates cargo mishandling in viral video. (2020, June 24). Retrieved from: https://news.abs-cbn.com/business/06/24/20/jt-investigates-cargo-mishandling-in-viralvideo Marquez, C. (2020, June 23). Courier firm vows sanctions vs personnel seen in video mishandling packages. Retrived from: https://newsinfo.inquirer.net/1296018/jt-expressvows-sanctions-vs-personnel-in-mishandling-of-package Nelz, J. (2020, June 23). J&T Express releases official statement over mishandling of parcels video. Retrived from: https://philnews.ph/2020/06/23/jt-express-releases-officialstatement-over-mishandling-parcels-video/ Trackingmore. (2014/2020). Retrieved from: https://www.trackingmore.com/jet-tracking.html

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