The Uber Case: Background Summary / Business Conditions Rarely does a technologi

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The Uber Case: Background Summary / Business Conditions Rarely does a technological innovation come along to disrupt daily existence for so many so fast. Ride hailing, and the application behind it, driven by Uber literally created a “revolution” in urban transportation. Controversial, yet so helpful for consumers, Uber clearly filled a major unmet need - legally or illegally perhaps. Customers flock to the platform in droves, making it one of the most widely used applications. Meanwhile, traditional taxi and limo drivers aren’t exactly fans. They often petition to have Uber stopped. Dissent grows. All hasn’t exactly been smooth sailing at Uber, with concerns raised about demand pricing, driver qualification, safety, insurance, and most recently just plain bad behavior. Believers shrug this off as critics always decry a good thing when it becomes top dog. Others, however, have brought forward quite serious allegations of blatant sexual harassment, abusive management and “aggressive, unrestrained workplace culture.”1 ,2 The troubles at Uber may be endemic of the Silicon Valley approach though, in highly competitive markets. Even tech giants like Amazon with similar CEOs like Jeff Bezos have come under scrutiny for tough, demanding work environments. Whether diversity lags at these kind of institutions due to lack of access, interest, skill sets, or willingness to put up with certain behavior, remains to be clarified. But from the outside looking in, many claim business climate isn’t good, and staff take the brunt of the trauma in forcing forward revolutionary gains. This assertive culture of disruption at Uber specifically, however, emboldened some to act outside norms. Going above and beyond to compete might be one thing, but there are also lines for managers never to cross. Uber took action after an inquiry led by the Board, and at least 20 employees were let go.3 Employee Values / Vision / and Loyalty Adjustment Every business may have disgruntled employees, and former staff “naysayers.” “Sour grapes” are not unusual. Yet, rumors of reported mistreatment surfaced at Uber in ways nobody expected. Could it be that “the good old boy’s club” morphed into the brazen start-up environment? As accusations came forward, execs scoffed. Reports say HR didn’t take action. Perhaps they looked the other way too often, if claims prove true. Or HR was simply too busy to notice the growing tide and manage down to the details. Suddenly, the CEO was caught off guard, and had to take “extended” time off. This sent shock waves across investors, customers, and staff alike.4 Leadership and Management Reorientation Given the negative publicity, Uber needed to bring in some other voices and approaches. New leadership and ideology have tentatively been sought to “change the tires while going 90 miles an hour.” Uber must continue to be relentless to ward off competition, and address growing waves of legislative initiatives by cities and municipalities limiting access. Changes continue to occur to enhance the Uber service value proposition.5 The founder of Uber, and driving force, Travis Kalanick (called TK), is yet another case of a rising star with a compelling vision and appetite for risk for reward. Lauded by some as a “tech world rock star” TK played the line on ethics in many cases to get success. His personal bravado lives through his guiding principles for Uber including “always be hustlin’ and super pumped” as cornerstones of his business philosophy.6 In order for workers to believe new leadership really has a vested stake in improvement, staff must see behaviors expected, and connect to the implicit assumptions that it is essential for both the business and staff to thrive. Yet, TK remains a huge presence and force as the largest shareholder potentially seeking to return (a.k.a. Steve Jobs). Driverless cars may be on the horizon, but for the foreseeable future drivers are Uber’s competitive advantage. Those people are not staff technically, but rather contractors. Uber must turn around the perception that management is self-absorbed and out of touch, drivers will have to feel connection, and high turnover must dissipate. Working Conditions and Employee Morale Overall, Uber has so many good things going. Demand continues. Scandal hasn’t devastated business so far. They aren’t going out of business anytime soon. But competitors like Lyft are gaining market share. Investors have pulled out. Some customers have even left, boycotting, reporting to friends and family that they can get around just fine (without variable demand pricing). Potential recruits are wary of working at a firm where allegations of mistreatment and abuse characterize the day-to-day environment. Many of the “founding few” are still among the hierarchy. Worries exist that Uber may not be the amazing place to work it once had been heralded. Or at least the future and draw has become less clear. You are asked to intervene to assist Uber to figure out what to do, when, and how to rebuild. Devise a strategy and implementation plan moving forward to resolve the most salient issues, and get Uber back on a growth track. Your plan should primarily focus around the challenges facing the human capital concerns and consequences. Case Study Guidelines: Write a 1,500 word case study describing how you might advise and help Uber. The issues need to be addressed on multiple levels including operational, technology, employee engagement, leadership, morale and commitment – and put into the larger context of a slow growth global economy, increased competition, and possibly additional local government disagreements involving taxi and labor factions. Specifically, what are the major areas of concern you have about the current situation at Uber in terms of the challenges in the current business context? What data might be gathered and analyzed to understand the concerns and the viability of potential solutions? What might be involved to address staff concerns? In what ways might the issues parallel those for other high tech competitors under scrutiny vs. spring uniquely from this specific situation, leadership, and originating staff at Uber? In what ways might new leader positioning and the relationships with employees improve? What benefits might be gained by suggested consultative intervention at Uber? What risks or downsides might need to be avoided? What tradeoffs need to be evaluated? How might individual staff, work teams, and the overarching organization as a whole be involved to understand what to do now? How could successful change be measured? What might indicate that the intervention had addressed the most important problems needing to be addressed? What might a realistic practical business solution involve and entail? From a personal and professional development perspective, what components from previous training, education, and work experience would help you to investigate, inform and improve the situation for Uber? Why might you be the best candidate to address these issues? What personal strengths, skills and abilities could be utilized so as to be selected in competition to earn this assignment? How might taking on this assignment through the NYU I/O Psychology program address your professional development and career aspirations? Your case study must be unique and an original work of your own creation. The document submitted must not exceed 1,500 words, not including references. The essay should be solely of your own writing and ideas. Content beyond 1,500 words will not be considered. As science, parsimony is key. You may cite research, or other ideas by including explicit references for any external resources paraphrased or copied from other sources. Evidence that this case study has quoted material or ideas lifted without proper reference or written by third parties will result in application rejection. This assignment is designed to personally engage and reflect your understanding of models of psychology, business, science, analytical methods, and your professional development goals in the service of applied problem solving. Therefore, minimize restating the problem and information given in the prompt and focus on value-added ideas: prioritizing, ordering and answering questions, providing solutions. In addition, create a short video (no more than 5 minutes in length) of yourself addressing two topics: Deliver an executive summary of your approach to the case. The key topics and resolution suggested should be professionally presented as if to an organization in a business format and context. Explain your career goals and interests as they relate to the approach presented in the case study. You will find detailed instructions for uploading your written case study and the URL link to your video in the online application. (When you are logged in to the online application, click “Psychology” in the list of links on the left, then scroll down the page to “Industrial/Organizational Applicants Only”.)

Explanation / Answer

1) UBER Case study

Uber came up with one of the greatest innovation ever in the transport industry and helps a lot of to commute within a just click away and became a master in the market. However due to some of the issues they had to see a downfall. Below provides the summary of Uber success, issues and resolutions suggested

After Uber creating the revolution in the market, there were several issues which reported against uber.

The tradition taxi drivers were not happy with this arrangement. Also many people started reporting harassment and abusive management, unrestrained cultural work place.

The work environment were too demanding and the diversity was lagging due to lack of access, skillset and interest.

Employees valuesisionnd loyalty were disregarded by the employees and around 20 employees were let go

Also there was a rumour of mistreatment and also it was reported that HR’s did not take any action against the mis behaviour.

Investor, customers, staff were shocked since the CEO was off guarded.

Looking at all the issues certain resolution were made and suggested,

New Leadership and CEO were tentatively sought off

The founder of Uber and a driving force was another case of rising star was a belief in the people

To have the staff believe in the management the behaviour had to be changed and connect to the implicit assumptions.

Uber must turnaround the perception about the management

Uber started to see the employee satisfaction and morale overall

Even though Uber started to address the issue the damage was already caused. Many investors started to withdraw, competitors were gaining the market, some customer were even left boycotting, potential recruits started to ignore working in Uber. So, the new management will have to look in to the issues and start regain the goodwill which was lost.

2) My career goal is to work for an organization which reputed, where there is a good working environment, employee friendly. If I have to related Uber here, I think I would still love to work here due to few reasons. Even though the company is performing bad currently due to some issue happened before.We are already started to see the improvement happening at uber. Since the new CEo has come in to the place, we see employee’s turning around, people are respected and creating a good working environment.

Uber is already doing well with good things in the market. According to me since many people have left the company due to its bad behaviour it will be a good opportunity for me to work here to show case the talent which also help the company in building its good profile.

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