Zepto: 10-Min Grocery Delivery Service

Avil Saldanha

Informasi Umum

Kode

24.10.202

Klasifikasi

658.7 - Management of Supplies

Jenis

Case Studies

Subjek

Supply Chain Management

No. Rak

Dilihat

188 kali

Informasi Lainnya

Abstraksi

The focus of this case is the controversy faced by Zepto due to its aggressive 10-min instant delivery service. This case discusses the negative publicity and criticism faced by Zepto from various influential netizens like members of the parliament, a well-known industrialist and independent experts questioning the 10-min express delivery plan that could endanger the lives of its delivery partners. The case also discusses customer complaints and the negative publicity faced by Zepto in digital forums and social media. The primary focus of this case is the dilemma faced by Zepto’s young founders in resolving the criticism faced by Zepto due to its 10-min delivery model and due to mounting customer complaints regarding poor product quality and deficient service. The key managerial decision that the protagonists are facing is whether should Zepto continue to operate in the 10-min delivery model or should it increase the delivery time to 15 to 20?min.