Mgmt 339 Assignment 2: Competitive Capabilities

Mgmt 339assignment 2 Competitive Capabilitiescompetitive Capabilities

Mgmt 339assignment 2 Competitive Capabilitiescompetitive Capabilities

MGMT 339 Assignment 2 requires selecting a company, evaluating its competitive capabilities based on the nine competitive priority dimensions, identifying gaps between customer expectations and actual performance, and proposing strategies for improvement on one selected dimension. The evaluation should include describing the company's current performance and gaps, and the strategy should be tangible and actionable. The paper should be approximately 1000 words with credible references, structured with an introduction, body, and conclusion.

Paper For Above instruction

Introduction

The competitive landscape in modern industries demands organizations to continuously assess and enhance their core capabilities to meet customer expectations and sustain competitive advantage. Understanding where a company currently stands in terms of cost, quality, speed, and flexibility, among other dimensions, enables strategic decision-making aimed at bridging performance gaps. This paper evaluates Uber Technologies Inc., a leading transportation and mobility company, focusing on its competitive capabilities across various dimensions. Subsequently, it proposes a tangible strategy for improving one critical area identified as a performance gap. The analysis draws on publicly available data, industry reports, and scholarly insights to provide a comprehensive evaluation of Uber’s operations and strategic prospects.

Company Overview

Uber Technologies Inc., founded in 2009 by Travis Kalanick and Garrett Camp, revolutionized urban transportation by introducing the ride-hailing app that connects riders with drivers through smartphones. Originally launched as UberCab, the company rebranded in 2010 to expand its services beyond traditional ride-sharing to include food delivery (Uber Eats), electric scooters, bikes, and emerging aerial ridesharing (Uber Air). With headquarters in San Francisco, Uber operates worldwide, emphasizing affordability, convenience, and technological innovation. Its mission is to improve mobility and enhance customer experience by leveraging technology to deliver reliable transportation options across diverse urban environments.

Evaluation of Uber’s Competitive Capabilities

The analysis of Uber’s competitive capabilities employs the nine key dimensions outlined in industry frameworks, focusing on how the company aligns with customer expectations and where gaps exist.

Cost

Uber maintains a competitive cost structure through dynamic pricing and flexible driver incentives. However, Uber operates at a significant loss, with annual operating deficits exceeding $3 billion, mainly due to aggressive expansion and subsidy strategies. Customer expectations for affordable rides are met, but ongoing losses raise concerns about long-term sustainability.

Quality

Uber emphasizes quality with features like fare splitting, wheelchair assistance, and user ratings. Nonetheless, incidents of unethical practices, including issues of sexual harassment and safety concerns, have tarnished its reputation, indicating a gap between operational standards and customer trust expectations.

Speed

Uber's estimated time of arrival (ETA) system generally performs well, providing reliable and punctual pickups. Customer expectations for quick and predictable service are largely satisfied, with minimal gaps in this area.

Flexibility

Uber offers diverse ride options, from economy to premium services, enhancing flexibility. The platform's ability to adapt to customer preferences generally meets expectations, though some niche markets like specialized transportation are less developed.

Development Speed

Uber demonstrates rapid innovation, exemplified by projects like Uber Air launched in select cities. Its ability to swiftly develop new services indicates a competitive advantage in responsiveness and innovation pace.

Customization & Variety

The platform boasts extensive service customization, with multiple tiers and options tailored to different customer needs, effectively bridging the gap between expectation and delivery in this dimension.

Delivery Speed & On-Time Performance

Uber’s ETA system offers timely and accurate ride dispatching, meeting customer expectations for punctuality in most cases. Nonetheless, during peak hours or adverse conditions, delays can occur, indicating room for improvement.

Innovation & Development

Uber’s investment in future mobility solutions, such as Uber Air, underscores its strength in innovation speed—although execution and regulatory hurdles remain challenges.

Responsiveness & Customer Service

While Uber has automated many customer service functions, reports of poor responsiveness during crises and safety issues suggest a notable gap in this dimension.

Proposed Strategy for Improvement

Focusing on the dimension of safety and trust, which exhibited a significant gap due to public safety concerns and unethical practices, Uber should adopt a comprehensive strategy to improve its safety protocols. A tangible strategy involves implementing an advanced biometric verification system for drivers, coupled with real-time safety monitoring through AI-driven analytics. This system would require drivers to undergo biometric identification during onboarding and periodically, ensuring the authenticity of their identity. Additionally, integrating AI-powered monitoring tools can analyze driving patterns and flag anomalies or risky behaviors, prompting timely interventions or driver removal if necessary. This implementation not only reduces safety incidents but also enhances rider confidence, which is integral to customer loyalty and market reputation. Furthermore, transparent communication about safety measures and prompt response to safety complaints can reinforce the commitment to passenger security. Overall, this strategy would create a safer, more reliable service aligned with customer expectations and regulatory standards.

Conclusion

Uber’s evolution as a leading mobility platform illustrates commendable advancements across several competitive dimensions. Nevertheless, gaps, particularly in safety and trust, highlight areas requiring strategic focus. By leveraging technology such as biometric verification and AI-driven safety monitoring, Uber can significantly improve its safety standards, bolster customer confidence, and strengthen its competitive position. Continuous evaluation and targeted innovations are essential for adapting to evolving customer expectations and maintaining industry leadership in a competitive global market.

References

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