Organization Changes in Uber Eats

This essay sheds light on the changes adopted by Uber Eats in response to challenges faced in Australia. It discusses the company overview, current situation, proposed changes, and justification for the change.

Running head: ORGANIZATION CHANGES IN UBER EATS
Organization Changes in Uber Eats
Name of the Student
Name of the University
Author Note

1ORGANIZATION CHANGES IN UBER EATS
Table of contents
Introduction................................................................................................................................2
Discussion..................................................................................................................................2
Overview of the company......................................................................................................2
Brief account of the current situation and critical assessment of the status quo........................2
Identification of a proposed change in the area of operation.....................................................4
Motivation or rationale and justification for the change............................................................4
Critical discussion of the change plan........................................................................................5
Identification of the challenges/obstacles..................................................................................8
Conclusion................................................................................................................................10
References................................................................................................................................11

2ORGANIZATION CHANGES IN UBER EATS
Introduction
Change is an inevitable aspect in the business operations. Exposing appropriate
approach towards adopting the change helps in achieving positive outcomes. Theoretical
consideration proves beneficial in systematizing the necessary changes according to priority,
urgency and need (Kelly 2008). Alteration in the dynamics of the business operations arises
due to the achievement of negative outcomes. In the process of adopting the change,
consciousness towards preserving the traditionalism is an initiative towards enhancing the
workplace culture (Ted Hoff 2008). This essay attempts to shed light on the changes, which
Uber Eats adopted upon the challenges, which the company encountered on executing its
operation in the threshold of Australia. Therefore, the thesis statement of the essay is to shed
light on effectiveness of organizational changes on the productivity of Uber Eats.
Discussion
Overview of the company
Founded in August 2014, Uber Eats has emerged as the subsidiary, operating under
online food ordering industry. As a matter of specification, the users can log into the website,
surf the menu and order their preferred items and make the payment. Providing the access to
the android applications eases the process of ordering food. Along with this, the users are
provided with the option of tipping the delivery boys (Ubereats.com 2019). Using GPRS
sensors is assistance in terms of tracking the users’ location and the restaurants, which are
accepting the orders. Payment is made on card, which is in accordance to the tie up with the
Mastercard, Rupay and others. According to the estimates, Uber Eats’ sales revenue is
estimated to be at least $1.5 billion, which is 8% of the wider $18 billion takeaway food
market.
Brief account of the current situation and critical assessment of the status
quo
According to the revelations of the Theconversation.com (2019), concerns related to
the negative corporate culture is highlighted. Typical evidence of this lies in toxic behaviors
like that of sexual harassments. Failure to expose productive results through investigation
compelled the founder and CEO Travis Kalanick to resign. This was in accordance to the
pressures from the investors. Referring to the publication of The New York Times, the

3ORGANIZATION CHANGES IN UBER EATS
readers gets an idea of the unrestrained and the aggressive workplace culture, which degrades
the hard earned reputation. The evidence of this is the manager threatening the
underperforming employees by hitting them on head by baseball bat (Nytimes.com 2019). As
per the revelations of Theguardian.com (2019), the issues related to the expired license is
projected. This is in the course of the operations of Uber Eats in London. According to
Rebecca Long Bailey, the business operations of Uber Eats have been morally unacceptable.
Boycotting the app is not an effective solution for dealing with the situation. Along with the
benefits of the Uber taxi services, these issues stall the productivity of the company in terms
of tax obligations and legislations, which adds an interrogative parameter to the preservation
of the workers’ rights (Ubereats.com 2019).
One of the striking facts in this direction is concealing the bad behaviors in order to
avert straining the instances. In this case, Garber (2015) claims that technological advances
are irrelevant, as it is not offering any constructive benefits in terms of resolving the issues.
According to the opinions of the secretary, Uber Eats in the threshold of Australia have
enhanced the food ordering services for the customers. However, the issues of sexual
harassments, tax obligations and expired license have stalled the productivity. Garber (2015)
states that lackadaisical approach of the personnel reflects the absence of the risk assessment
exercise in terms of restoring the stability in the workplace operations.
On one hand, the drivers are offered low pay. Along with this, there are no sick
leaves, no redundancy and no holidays. In addition to this, they are promised flexible
working conditions with flexible working shifts, which enhances their ease and convenience.
However, these are of no value as they are not getting their dues. Instead, much labour is
extracted from them in terms of their efforts. Hacker (2015) cites the example of the drivers,
who work for long hours and are poorly paid. Synthesizing the employee performance and
the company requirements is executed for making estimates about the achieving the growth
and development in its proper sense. One of the striking features in this direction is that Uber
Eats did not receive any financial penalty.
Launch of the website is an effective step towards reducing the intensity of the issues.
The name, Why Everyone Hates Uber reflects the inquisitiveness towards detecting the areas,
which needs modification for re-establishing the workplace culture (Ubereats.com 2019). The
website featured the mistreatment of the drivers, corporate bullying and legal transgressions,
which the employees were compelled to encounter.

4ORGANIZATION CHANGES IN UBER EATS
Identification of a proposed change in the area of operation
In case of the Uber Eats drivers, tie ups with the transport authorities proves
beneficial in terms of enhancing the standards and quality of the app services. Indulging in
alliance with the union members increases the awareness about the tax obligations and the
financial instabilities, which act as an obstacle in the efficient execution of the activities
(Russ 2008). The option of renewing the license proves fruitful for availing the benefits and
the facilities. Conscious and systematic approach in this direction is apt in terms of
preserving the fundamental employment rights of the drivers.
For the sexual harassments, strict policies needs to be generated and implemented.
The managers were confident about conducting meetings, reporting and others. In this case,
mention can be made of the intervention of government in the investigation process. This
proves beneficial in terms of generating exact and relevant evidences, helping in the decision-
making. Consciousness is vital in the process of the disclosing the confidential and private
data. According to the claims of some of the employees, the efforts of Kalanick was
noteworthy, as he revealed spontaneity in handling of the situation (Ubereats.com 2019).
Complying with the local marketing legislations of Australia seemed helpful in terms
sf the attaining infrastructural development. Sanchez (2016) states that Strategic planning in
this context acted assistance for the company in terms of the gaining a better competitive
advantage than the brands like Deliveroo, Menulog among others.
Motivation or rationale and justification for the change
In terms of understanding the change in the workplace, the concepts related to the
drivers need to be enhanced. As a matter of specification, there are three main players in this
direction:
 Change initiators- The management of Uber Eats recognized the need for change in
terms of preserving the workplace culture. They are not directly in charge of
implementing the change. It is through the means of websites that they create mass
appeal for measuring the effectiveness of the change in enhancing the organizational
effectiveness.
 Change implementers- The management indulged in meetings with the departmental
heads for affirming on the development of policies for the dealing with the situation in
an efficient and effective manner (Overbeck 2015). The departmental heads are

5ORGANIZATION CHANGES IN UBER EATS
entrusted with the responsibility to organizing meetings for developing plans about
implementing the changes.
 Change intended- In this case, the managers are entrusted with the responsibility to
map the harms and benefits, which would be extracted through the implementation of
the change. The drivers are poorly paid. In this context, the marketing managers are in
charge of indulging in contacts with the transport authorities for gaining an insight
into the recent updates on the tax obligations, excise duties and other benefits, which
they can avail (Alderton. 2015).
Critical discussion of the change plan
The change plan would be implemented after thorough discussions with the Board of
Directors. Statistical data regarding the current scenario would be considered in terms of
developing plans for effective handling of the situation. Interactive sessions would be helpful
for gaining an insight into the approaches of the clients and the customers regarding the
proposed change of lucrative pay packages for the drivers. According to the arguments of
Umble and Umble (2014), in these sessions, the drivers would be involved in the
presentations related to the pay packages. They would be acquainted with the benefits, which
they would get. For example, if an order is cancelled after it has been picked from the
restaurant, then the payment would comprise of pickup fee, drop off fee and estimated
mileage free. In this case, the drivers would be explained that they are at liberty to dispose off
the food according to their wish. However, cancellation in other cases would not be of that
advantage to the drivers (Ubereats.com 2019).
The change plan also includes ensuring that the drivers have proper access to the on-
demand services, so that they can deliver the orders timely. Therefore, telecommunication
service providers would be a crucial part of this plan, as fast and reliable GPRS connectors
are needed in case of the drivers to track the location of the customers. The IT experts would
also be involved in the meetings, as they would be required to conduct examinations of the
devices, so as to ensure that the drivers get instant notification, once the order is placed. In
this, the drivers have the flexible option regarding acceptance of the order. The time for this
is 15-30 minutes. The contact option enhances the ease of the drivers in terms of reducing the
concerns and worries regarding the order reaching safely to the customers (Ubereats.com
2019).

6ORGANIZATION CHANGES IN UBER EATS
The tipping option is a means for empowering the drivers of UberEats in terms of
accomplishing the basic survival needs. However, the managers have received complaints
from the drivers regarding the unproductive results in terms of tipping. One of an interesting
aspects of the plan would be geographical boost zones, which would offer the drivers of Uber
Eats with additional earnings as multiple for the deliveries. Using the apps would enhance the
awareness of the drivers regarding the application of the boost zones. With the multiplication
of the boost zone, the additional fare is added into the net fare. This is executed after the
subtraction of the Uber fee and the tips. Practical demonstration of these services would help
the drivers in gaining an easy understanding of the alterations, which are being made in the
services (Ubereats.com 2019).
Proposing the change in the pay scale of UberEats drivers is not enough. Appropriate
attitude is needed in terms of implementing the changes for ensuring that the drivers get their
dues for exposing hard labour. Complying with the integrated change implementation helps
in yielding positive results. At the initial stage, managing the support for change is important.
In this, the managers need to explain the benefits to the drivers, so that the resistance to
change can be avoided. As cultural change needs to be made in the workplace of Uber Eats,
therefore, conducting need analysis of the drivers is an innovative approach of the managers
in terms of enhancing the workplace culture. Within this, infusing the Data Protection Act
(1998) and Ethical Code of Conduct would be effective in terms of gaining trust, loyalty and
dependence from the drivers. In this, the managers would consider the Cultual Building
Blocks for preparing the appropriate mindsets and the paradigms for the change (Hacker
2015).
Behaviours (Practices and rituals, language
and communication, relationship
development, structure and policies
Mission, vision and values
alignment
occupation and
environment
Mindset and paradigms

7ORGANIZATION CHANGES IN UBER EATS
Fig 1: Cultural building blocks
(Source: Hacker 2015)
In the process of setting the mindsets and paradigms, the information or the
knowledge curve is needed in terms of gaining an insight into the perceptions towards
acquiring the change. Case for the change is one of the other steps for implementing the
change. In this, mention can be made of the data on the dissatisfaction of the drivers
regarding the payscales.
Fig 2: Satisfaction level of the Uber Eats drivers
(Source: Ubereats.com 2019)
Involving the employees is one of the other steps for implementing the changes in an
efficient and effective manner. If the managers ensure that the drivers have access to the
seminars and lectures, the impact can be mapped in terms of enhancing the organizational
effectiveness. Along with this, Umble and Umble (2014) states that adopting the means of
surveys and feedbacks would be productive for gaining an insight into the approaches of the
drivers towards the revised pay-scale plans. Websites would be an effective means for
communicating the plans regarding the required change. Social media marketing would be

8ORGANIZATION CHANGES IN UBER EATS
adopted for providing access to the drivers to the post their comments and experiences about
delivering the orders. Regular follow up would be kept for detecting the issues like mid-way
cancelling of the order and ill-treatment among others (Anderson 2016).
Before implementing the change, drafts of the meeting would be sent to the Board of
Directors for verification. This approach would help in gaining an insight into the additional
and necessary courses of action, which needs to be undertaken before finally implementing
the change. Positive response from the directors would take the process to that of follow up
from the drivers regarding the benefits they are achieving from the revised pay scale
(Overbeck 2015). This follow up seems beneficial in terms of evaluating the barriers, which
needs to be removed, so that the drivers can make the most benefits from the revised plans.
Identification of the challenges/obstacles
Challenges are inevitable in the process of executing the business operations.
Capability towards recognizing the obstacles towards attaining the change is a productive
approach in terms of gaining effective solutions for resolving the issues. In case of Uber Eats,
one of the major challenge was the lack of awareness in case of the managers towards the
issues, which the drivers are facing. Preparation from the manager is necessary in terms of
effective handling of the risks, which acts as an obstacle in the implementing the changes.
One of an evident challenges is that the problems and issues are not immediately addressed.
Resolving the issues lacks the promptness, as the change initiators have not yet decided the
ways and means of dealing with the revised pay packages for the drivers. Sanchez (2016),
states that postponing the decisions delays the process of implementing the changes. In such a
situation, the productivity gets stalled.
Vacant posts aggravates the complexities in completing the new assignments and
reporting structures. In such a situation, the drivers are compelled to work overtime and are
paid less, which is unethical. The decision from the management regarding keeping the posts
vacant is apt in terms of getting the required labour. However, negligent approach in this
direction proves harmful for completing the activities related to changing the pay-scale for
the drivers. Illogical decisions is also a problematic issue in terms of implementing the
changes in the workplace condition of Uber Eats. Absence of explanation in terms of change
from the change initiators is an additional complexity in terms of enforcing the revised pay
scale policies and regulations. According to Russ (2008), this situation makes the decision

9ORGANIZATION CHANGES IN UBER EATS
related to the empowerment of the drivers confusing, making it unreasonable to the
employees in terms of accepting the change.
Management of the knowledge is crucial in the process of implementing the change of
revised pay-scale and policies in the workplace of Uber Eats. This is in terms of preventing
the risks and issues of information leakages, which can yield negative outcomes, aggravating
the complexities of the drivers. The managers need to be cautious in terms of regulating the
performance of the drivers to ensure that they are abiding by the rules and the regulations,
especially the Ethical Code of Conduct. In this, mention can be made of the information,
which it outsourced to the external environment. Mostly, it is seen that the outsiders are the
first one to know about the change, which is being proposed. Installing privacy cookies and
policies in the software is vital for the securing the privacy in the confidential data and codes
(Stephen 2015).
Knowledge gaps in case of the drivers is usual, as they possess different
understanding levels. This situation seems problematic in terms of undertaking the decisions
regarding effective implementation of the revised pay-scale policies. Practical experiments of
the plans and strategies helps in gaining better understanding of the preconceived notions.
Mention can be made of the interactive sessions, which helps in mapping the understanding
levels of the drivers. Closed door meetings reflects the execution of confidential processes,
generating reliability and validity in the operations. These meetings are beneficial for Uber
Eats in terms of securing the privacy in the confidential data.
Sharing drafts with the drivers regarding the plans of change is beneficial in terms of
testing their approach. The managers, in this context, needs to be cautious for effective
handling of the resistance and constraints towards accepting the changes. Garber (2015)
argues that goup discussions are a challenges in terms of the variable suggestions, which the
management gets, in terms of synthesizing the ideas for forming a conclusion. In the
interactive sessions, the questions for gathering data needs to be relevant to the change. This
relevancy is vital for generating customer oriented practices.
If the portfolio of risk management fails, the process of change implementation
becomes problematic. In this, discrepancies are generated for Uber Eats in terms of
maintaining the alignment between the acceleration speed and the pace with which the
innovated pay-scale would imply in the workplace. For effective handling of the situation,
technological support is needed, which helps Uber Eats personnel to maintain the pace in the

10ORGANIZATION CHANGES IN UBER EATS
parameters of innovation and risk management. In the risk management process, the main
focus needs to be on expansion of the comfort zone in case of the drivers, so that their
preconceived skills, expertise and knowledge can be enhanced (Sanchez 2016). In this,
incremental approach from the managers would be assistance in terms of minimizing the
risks of tax obligations, inflations and high exchange rates, adversely affecting the revision of
the payscales for the Uber Eats drivers.
The win-win approach would not always yield productive outcomes. This is in terms
of the different approaches, which the drivers would possess towards the implemented plans
and strategies. Conflicts and differentiation of options contradict teamwork needed for
implementing the change according to the identified and specified needs. Communicative
treatments of programming and participatory are essential in terms of implementing the
change in accordance of the enhancement of the professionalism of the drivers. Improper
plans in programming the change communication generates negative outcomes. Therefore,
for effective handling of the situation ‘telling the selling’ approach is needed (Russ 2008).
Top down nature of the communication contradicts the functional organization, as there is no
involvement from the other functional units. This situation aggravates the complexities in
implementing the change properly according to the needs, demands and requirements of the
Uber Eats drivers.
Meetings is one of the parameters, where the officials of Uber Eats can conduct
effective programming for communicating the change plans. Typical activities of the
programming are presentations, memos, newsletters, pamphlets, brochures and posted
information tools like websites and podcasts among others. Discussions and open forums
reflects the alignment with the participatory change communication, which indicates the
teamwork needed from the management and the board for ensuring that the drivers get their
dues for exposing hard efforts (Stephen 2015).
Conclusion
Change is needed in the workplace of Uber Eats for restoring the normalcy in the
culture. Systematic approach is vital in case of the managers for upgrading the standards and
quality of the business operations. Infusing Ethical Code of Conduct is beneficial in terms of
standardizing the organizational behavior according to the benchmark level. Revision of the
policies is also needed for mapping the performance in accordance to that of the professional
enrichment of the drivers. Risk assessment and mitigation is accounted as one of an essential

11ORGANIZATION CHANGES IN UBER EATS
parameters for implementing the change of revising the pay-scale of the drivers in
appropriate manner. Focusing on preserving the traditionalism suffices the need of gaining
large scale customer satisfaction, trust and dependence from the drivers.
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