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OPERATIONS MANAGEMENT
FINAL REPORT

GROUP: 2
Group members: Mentioned With parts division
o Mustafa Ali (18138) (Leader) (27-31)
o Kamran Ali (17021) (13-20)
o Mahnoor Abbasi (18180) (1-6)
o Masooma Zehra (15124) (7-12)
o Tooba Rashid (16234) (21-26)
o Dua Mustafa (18178) (32-37)

Submission to: Sir Temur Arif Khan

FOODPANDA
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TABLE OF CONTENT:
1. Memorandum

2. Executive Summary

3. Full Company profile (product or services)

4. Mission & vision statement, achievements

5. Company structure, product or services overview for every class

6. SWOT analysis

7. Core competencies

8. SBU’s

9. Competitors(Direct & Indirect)

10. Categories of marketing alliances/intermediaries

11. Strategic fit (company strategy & supply chain strategy

12. Marketing research

13. Suppliers (Direct & Indirect)

14. Vendor (Direct & Indirect)

15. Distributors( Direct & Indirect)

16. Technological aspects

17. Global strategy

18. Performance & improvement strategy

19. Push strategy or pull strategy

20. Competitors pricing vs company strategies

21. Company prices & pricing strategies

22. Plant location strategy

23. Inventory management

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24. Human resource & job design

25. Distribution channels

26. Import/export policy

27. Customer services

28. Forecasting (short range, medium range, long range)

29. Economic forecasts, technological forecasts, Demand forecasts)

30. Qualitative methods & Quantitative methods)

31. Quality: Conformance to specifications, Fitness for use, Value for price
paid, Support Services, Psychological

32. Customer focus

33. Employee empowerment

34. Use of quality tools

35. Financials reports/profits (yearly)

36. ISO Standards

37. Ethical, unethical issues (human rights, corruptions)

38. Conclusion
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1. MEMORENDUM:
Foodpanda is an online food and grocery delivery platform brand owned by Delivery Hero,
which is headquartered in Berlin, Germany and now also started in Pakistan. Foodpanda
processes and sends orders directly to partner restaurants, then delivers the meals by delivery
riders to the customers. Foodpanda is operating in 12 markets in Asia and 3 markets in Europe.
Foodpanda maintains a website and a mobile app for Pakistani users that people can use to
order food from their favorite restaurants and eateries.
People can search for restaurants that deliver food to their addresses using Food panda’s
website/app. After choosing the restaurant, users can select their meals which are then added to
the transaction cart. Once the meals are finalized, people can check out their cart and pay via
online payment gateways or through cash-on-delivery.
Once the order is confirmed, a notification goes to the restaurant. Every restaurant that partners
with Foodpanda gets access to a 'merchant app'. The restaurant confirms the order and prepares
the customer's meal.
As soon as the order is confirmed by the restaurant, a 'delivery signal' is sent to all delivery
partners via Foodpanda's 'delivery partner app'. The partner who accepts the request (delivery
signal) is entrusted with the responsibility of delivering the customer's food.
The delivery partner arrives at the restaurant to pick up the prepared meal and delivers it to the
customer. Customers can track the entire process right from food preparation to delivery on
Foodpanda's app/website. Live location tracking is a well-known trend in the food delivery
business and Foodpanda offers the same for all Pakistani residents. Especially Karachi
Islamabad and Lahore.
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2. Executive Summary:
The objective behind this study is to understand Foodpanda business model, Challenges faced by
them, how they are raising huge funds, and their growth in Pakistan.
Foodpanda, Pakistan’s leading food delivery app, estimates that it has generated a staggering
one billion rupees in additional sales for the restaurant industry in the last 12 months
FoodPanda is a Pakistan based food ordering concept. It allows consumers to order food from the
nearest favorite restaurant to their location. All you have to do is, visit official website or app of
FoodPanda, choose your restaurant, view menu, select item and order it. Payments can be made
online as well as COD.
Although it is an international brand but in Pakistan it is working under Rocket Internet
group and is partner with Daraz, Kaymu, Lamudi and Carmudi. FoodPanda has also acquired
EatOye. Talha Ansari and Ahsan Mateen are the Managing Directors of FoodPanda Pakistan.

Foodpanda continues to benefit from strong investor interest in its business model. Following
several successful funding rounds in 2014-2015, it closed the year with a strong cash position of
EUR 44.5 million. While, here In Pakistan manager sameen khan-people and organization at
.Foodpanda in Pakistan runs the operations

The company has raised USD $310 million since its inception and rocket internet owning nearly
about 52% stake in it. In 2011, Foodpanda started its operation in Pakistan some said it was a
delivery company, some thought it's a restaurant or food supplier. In terms of profitability,
Foodpanda has generated a gross profit of EUR 1.0 m in H1 2014, representing a margin of 84%.
Absolute EBITDA loss amounted to EUR 11 m.
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3. COMPANY PROFILE:
• Foodpanda group’s background is consisted on a global mobile food delivery
marketplace head quartered in Berlin, Germany and furthermore operating in 24 other
countries and territories, including Pakistan.
• The services of the foodpanda allows the multiple users to select different foods from
different restaurants and can place multiple of orders via the mobile applications and
from the website as well.
• Foodpanda Headquarters Addressed in Pakistan : 6-A, Sixth Floor, Executive Towers,
Dolmen Mall Clifton, Block 4, Clifton, Karachi
• Foodpanda Company has partnered with over 40,000 restaurants.
• Their founders include Ralf Wenzel, Rohit Chadha and Ben Bauer and was founded in
2012.
• Even foodpanda in today’s time operates the lead brand for delivery hero in Asia, with its
current headquarters in Singapore.
• Furthermore Foodpanda Company is currently the largest grocery and food delivery
platform in Asia.
Foodpanda estimates over 7500+ restaurants established all across Pakistan, which it aims to
add to its portfolio over the next few years.
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4. MISSION:
Bringing good food into your everyday. That's our mission.
That means we don't just deliver--we bring it, always going the extra mile to make your
experience memorable.
And it means this is delicious food you can enjoy every day: from vibrant salads for healthy
office lunches, to indulgent family-sized pizzas, to fresh sushi for a romantic night in. Whatever
you crave, we can help."
Specific mission
Is to serve people a sumptuous meal without any hassle. It intends on making food delivery an
easy and convenient option for a!! Food orders

VISION:
To bring good food into your everyday.
• Values
• Fresh
• Fast
• Reliable
While they understand that everyone is free to make their own food choices, they took steps to
help educate both their customers and their partner restaurants on options they can take to
support sustainable food sources through their own platform. Their goal is to roll this out across
all 3,800+ restaurants by mid-2018.

ACHIEVMENTS:
They’ve grown to become one of the largest food ordering portals
Built a network of 2000+ partners including some of the well-known brands like: Pizza Hut,
Subway, Burger king, Baskin Robbins, Dominoes, McDonald’s, KFC and many more.
They have each and every restaurant in their list which is street restaurant or some elite one.
They have steadily ‘shaped the market’ towards ordering food online, instead of ordering on
phone or going for take away one could simply order it using app on phones or online.
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5. COMPANY STRUCTURE, PRODUCT OR

SERVICES OVERVIEW FOR EVERY CLASS:
Enhanced Consumer Base For Pakistan Users:
✓ Better user friendly interface
✓ Targeted marketing and discount offers as per the psychology of Pakistani users
✓ Enhanced reaching tier 2 and tier 3 cities
✓ Group offers and lunch Box delivery

Enhanced Product Base with in Pakistan:

✓ Local and street food for all types of classes in Pakistan
✓ Nearby home based food delivery services
✓ Fraud-free delivery
✓ Online order placed at hotels

Enhanced Consumer Services for all Pakistani Users:

✓ Restaurant tracking for orders
✓ Food delivery services at your home
✓ Combined order
✓ Other business verticals

search (for your favourite

resturant for food)

choose (select foodyou want to

eat from hundreds of resturants)

pay (pay fast and secure online

with different paymed modes

enjoy (your meal is ready at

your doorstep)

6. SWOT ANALYSIS:
Strengths
• Strong brand/recall recognition
• High Market Share
• Strong use of technology
• Strong promising customers
• Excellent customer care services
Opportunities
• Product/app improvements
• New partnerships and tie-up
• Technology advancements (offline
and online)
• Bigger online food portal
• Expansion to the new markets
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Weaknesses
• Technology improvements
• Internet crashes
• Need for new partnership(ex:
grocery chain)
• No control over services(ex; rider
behaviors)
• Possibilities of poor product
Threats
• Change in economic conditions
• Price competitions
• Ease of substitutes/completion
• Climatic issue effecting net
connectivity during online orders
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7. CORE COMPETENCIES OF FOOD PANDA:

Food panda accepts orders via its website and mobile app. Customers are connected to a variety
of eateries through Food panda. Food panda is essentially a link between the customer and the
eatery. Food panda revolutionizes the way food is delivered; previously, food was delivered via
phone calls. Food panda introduces a new concept in the market for meal delivery using
information technology, and it has a huge impact. Food panda offers a variety of deals and
packages to its consumers based on their preferences and tastes, a process known as customer
focused, in which customers receive the best value. Food panda was the first market taker in the
food delivery chain, as there were no such services available in PAKISTAN at the time. Food
panda took full advantage of the opportunity, and now has the greatest market share in the
business market. When a company forms a monopoly in a market, it benefits the company yet
appears unethical. Food panda was the first to provide such services in PAKISTAN, therefore it
takes full advantage of their food chains' purchase bargains and value packs. Consumers can
even prepare their own meals at home. Low-cost switching (strong force) It's also simple to
switch from McDonald's to these alternatives (low switching costs). High cost-to-performance
ratio (strong force) In terms of quality and customer satisfaction, these replacements are
competitive.

“Food panda allows consumers to easily explore food in their area and place
direct orders for their favourite meals online or via mobile.”

8. STRATEGIC BUSINESS UNIT:

Food panda should consider creating centralized kitchens sooner than its competitors because it's
a fantastic method to attract customers in the offline world and give the brand a personal touch.
A positive real-world experience can encourage individuals to use the app more frequently,
resulting in app retention.
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9. COMPETITORS: (DIRECT AND INDIRECT)

1. Careem Food 2. Tossdown

3. Supermeal.pk 4. Eatoye!

5. Olaround.pk
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10. CATEGORIES OF MARKETING

ALLIANCES/INTERMEDIARIES:
Food panda is a privately held company in the food and beverage industry. It's a mobile platform
for ordering meal delivery using web applications. Food panda is a business-to-consumer (B2C)
organization. It was launched in Pakistan in 2011. They operates under a number of different
trademarks. Food panda ensures a healthy, pleasant, and unique dining experience without the
bother of travel or arranging ahead of time. It's all about ordering via mobile and web, which
connects clients to their preferred eatery. The ordered food is sent straight to restaurants, who
then deliver it to clients. Food ordering is a straightforward procedure. Customers must first
input their postcodes on the website before browsing the menus of available eateries. While
perusing the menu, items can be readily picked. When placing an order, you must first provide
an address and then go to check-out. By sending an SMS, Food panda confirms the order and the
anticipated delivery time. Orders are communicated to restaurants, who then deliver to clients.
Online apps are used to select, order, and pay. On the company's restaurant pages, there is a
review section where customers may leave feedback on a variety of elements such as delivery,
sales procedure, overall impression, and taste.

11. STRATEGIC FIT (COMPANY STRATEGY

& SUPPLY CHAIN STRATEGY):
Almost all brands and local fast food outlets of PAKISTAN supply to food panda, and now
companies are also supplying to food panda at whole sale rates, which is why we see a lot of
discounted deals and coupons on food panda, but if we compare food panda prices to normal
prices, we can see that food panda prices are higher than normal prices.

12. MARKETING RESEARCH:

In the Southeast Asian region including Pakistan in it, Food panda is a leading provider of
express meal delivery services. Its significant regional presence, owing to powerful technology
and good client experiences, has developed and grown the company in recent years. Food panda,
in particular, is up against intense competition from not only other food-delivery services, but
also the convenience of simply going to neighbouring local shops and restaurants. This
competitive environment necessitates a comprehensive marketing strategy that can help the
company develop across multiple sectors. Finally, strong brand awareness, technology
developments, and customer interactions will help Food panda become the region's premier
food-delivery business through various marketing techniques. According to an analysis of the
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present home meal delivery landscape, it is necessary to appraise the situation in order to develop
a plan that will benefit the company. Food Panda's consumers range in age from 8 to 60 years
old; male and female; middle — upper class; tech-savvy; students, employed people, senior
citizens, and retirees. Food Panda is currently utilizing direct marketing efforts via email and the
app. Food panda also advertises on a variety of social media platforms, including Facebook,
YouTube, and the Google Network, to mention a few.

13. SUPPLIERS (Direct & Indirect):

The Suppliers can join foodpanda as they want to work as an individual but a company or a firm
cannot join them as the aim of the firm is already to supply food for the people from the
restaurant they want to.

14. VENDORS (Direct& Indirect):

The Vendors Includes different restaurants, Bakeries, home chefs and big marts now as there Is a
newly feature launched of Pandamart from where you could order anything from the grocery
section as well. Foodpanda now has its own online shop. Pandamart delivers all in just 30
minutes. They store a massive selection of everyone's favorite brands and products, from
groceries and everyday essentials like snacks and confectionary, to personal care, household
essentials and fresh produce – all ready to deliver in just 30 minutes.

15. DISTRIBUTORS (Direct & Indirect):

Distributors are number of food chains, home chef and bakers and Supermart's which are providing
the desired products according to the customer’s Demand. The riders picked up the orders from
there and deliver it at your doorstep. The Rider’s play a vital role in distribution of the food from
the restaurant to home if the riders were not there foodpanda cannot be functional and this
successful.
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16. TECHNOLOGICAL ASPECTS:

It started on 7th July, 2011 with an online food review platform called Food Connection
Pakistan. With its network of thousands of retail and SME partners, foodpanda is pioneering the
rise of quick-commerce across the region, in addition to food delivery. Foodpanda launched its
first pandaMart cloud store in 2019, providing customers with a wide range of everyday supplies
at the touch of a button. Q-commerce is the next wave of e-commerce, offering ultra-fast
deliveries in as little as 25 minutes after placing an order with a connected business or
pandaMart. Foodpanda is reshaping the e-commerce and on-demand delivery environment with
q-commerce at a time when customer expectations have evolved as the convenience economy
has grown.
The heart of the business is foodpanda's community of sellers, riders, and customers. Foodpanda:
• Empower vendors, restaurants and retail vendors alike, to growing their revenue by
tapping into the digital economy
• Enable riders to earn an income via the platform
• Enable consumers to conveniently and safely order a variety of food and daily essentials
to be delivered quickly and conveniently to their doorsteps within 25 minutes.

17. GLOBAL STRATEGY:

Foodpanda's marketing strategy heavily relies on digital marketing. Through email marketing,
the company announces food festivals, special deals, and incentives to its consumer base on a
regular basis.
In Pakistan they are offering value-based pricing strategy in which they are providing food in
every target market. From the lower middle class to the elite all can easily buy food from there
and it will be delivered with the same respect as the higher class.

18. PERFORMANCE AND IMPROVEMENT

STRATEGY:
In Pakistan, food panda promotional ads are far way too good and the performance of them are
so exceptional so they’re capturing a big amount of market share as compare to the competitors
like Savyour and Eat Mubarak.
They deliver the food in the committed time and you can track the rider as well and if due to
some reason the order gets late, they will provide you a sorry voucher of some amount for
compensation in order to make their goodwill.
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19. PUSH STRATEGY OR PULL STRATEGY:

In foodpanda, this strategy is used as follows:
• Advertising
• Referrals (word of mouth)
• Promotions
• Discounts
A good promotional strategy will combine both push and pull factors. Foodpanda is offering
good food from every outlet in Pakistan now even from the Supermart's in very affordable price
and with a good delivery time at your doorstep.

20. COMPETITORS PRICING VS

COMPANY’S STARTEGIES:
Foodpanda uses value-added pricing strategy. Unlike its competitors Foodpanda earns its
revenues from the restaurants that supplies the food to them (B2B). In return they set a minimum
purchase quantity that the consumers have to buy from that particular restaurant. Since
Foodpanda is increasing the sales of its suppliers it charges more from them and thus value-
added pricing is used over here.
Foodpanda uses unique process of pricing as their price adjustment strategy which is zone
pricing. In Elite living areas as the restaurants there are executive and high class so the rates
there are eventually more than the middle-class areas food chains.
The Promotions from foodpanda separates it from their competitors like Careem, Savyours, Eat
Mubarak and many more.
The goal which makes foodpanda unique is to become the world's fastest, most innovative
business in the good food sector. Entertaining a unique brand of humor, at foodpanda we believe
that the best stories are created with creativity, wit and a definite insight into local cuisine
culture. Foodpanda is Pakistan's leading online food delivery marketplace. Foodpanda offers a
convenient platform to order food online from the widest gastronomic range through its mobile
app and website.
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21. COMPANY PRICES & PRICING

STRATEGY:
Pricing Strategy of Foodpanda can be characterized into two ways because of their business
model that incorporates business to business and Business to Customer operations. Foodpanda
assists restaurants with enlarging their revenues by expanding sales volume in this way
consequently they charge a worth added cost from them. They ensure the customer from a
specific restaurant purchases specific quantity of food. Foodpanda then again with regards to
their Business to Customer operations charge cost for two features for example the application
which is allowed to download and sign in to. Besides the Foodpanda charges its costs for the
core services that they give. They charge customer 10% along with 2% service charges. The last
cost relies upon area of customer in relation with the restaurants from where the food is ordered.
Foodpanda regularly is enjoyed by its customers such as foodpanda created unique discount
packages for example foodpanda Mastered Gold card which give 40%-50% off on orders from
restaurant and home-based chefs on Monday and Tuesday. Other than that, it gives discount in
special occasion like 14-Auguest, blessed Friday, Eid and Bakra Eid discounts up to almost 70%
off, sometimes 15%- 20% off. Foodpanda is utilizing its value strategy to construct its brand
image they have collaborated themselves with Fasal Bank, Meezan Bank, Bank AL-Habib, EFU
Life. Their pricing strategy fits well with accommodation they are offering to customer getting
food at their doorstep. Additionally, as far as its Business to Business operations their pricing
strategy helps the restaurant’s owner to expand on their revenues.

22. PLANT LOCATION STRATEGY:

Foodpanda’s headquarter is in Berlin, Germany, Foodpanda is a global food delivery company
that operates in more than twelve countries. In Pakistan foodpanda head office is in Karachi.
Address: 6-A, Sixth Floor, Executive Towers, Dolmen Mall Clifton, Block 4, Clifton, Karachi.
The corporate office of foodpanda is located in Bahria town Tower, Tariq Road, and P.E.C.H.S
block 2, Karachi. Since it depends on a platform that gives piping-hot dinners to its customers
straightforwardly to their homes or workplaces, GIS, location technology and mapping are
critical to the company's business. Open Street Map and Google are the primary partners of
Foodpanda in mapping and area. As each restaurant has a delivery polygon, the organization
utilizes the customers' geo-area. Location intelligence is likewise utilized for acquiring valuable
and noteworthy bits of knowledge. One of the utilizations cases is in getting experiences of a
customer to know the sorts of cuisines that are there, cooking gaps, what restaurants are open till
what time, and how far the distance is. In view of this data, Foodpanda does a cohort analysis
which tells cooking gaps, which are utilized to get more restaurants in the customer location, so
he can get more alternatives.
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23. INVENTORY MANAGEMENT:

The following data has been taken from the annual report of "Delivery Hero" which is the parent
company of Foodpanda. A separate financial profile of Foodpanda in Pakistan isn't available
online. In this manner, we are utilizing the following data for our analysis. In the financial
profile, we have incorporated company's accounting report, income statement, and cash flow
statement. Foodpanda has boost their food delivery growth around 20pc year as compared to the
original level of growth which was 7pc on year. Foodpanda is now a leading e-commerce in
which 3000+ employees from al over the world is working.

24. HUMAN RESOURCE AND JOB DESIGN:

Human resource is an essential part of an organization.as human resource is directly deals with
the organizations employee who are responsible for organization performance. Human resource
team provide training to its employee for their better performance. As we know human resource
management team needs to be alert because current market is changing day by day. The human
resource management team follows the procedure of job designing to recruit employee for the
organization. The following job designing process is:
o Job analysis
o Selection process
o Training and development
o Performance appraisal
o Better compensation process
o Flexible working hours
o Employee refreshment facility
o Surety of safety in workplace
o Transportation facility
o Leave taking facility
o Retirement from work facility

25. DISTRIBUTION CHANNELS:

Foodpanda is an international company that allows submitting food requests from nearby
restaurants through websites and applications. Its network is spread all around the world in
almost 43 countries with headquarters base in Berlin, Germany. Foodpanda has ties-ups and
deals with an expected 40,000 restaurants in the worldwide market. It began from Singapore and
by the start of the year 2016 was working in Latin America, Eastern Europe, Russia, Africa and
Asian countries like India, Bangladesh, Thailand, Singapore, Malaysia and Pakistan. In Pakistan
 P a g e | 18

foodpanda is a leading delivery food platform which gives the fast delivery services to its
customers it has 6000+ restaurants that are located in Karachi, Lahore, Islamabad, Rawalpindi,
Peshawar and 15 more cities.

26. IMPORT/EXPORT POLICY:

Foodpanda has made some terms and condition policy for their supplier provider which can be
explained as the supplier will provide the delivery with gentle care and with reasonable price.
The supplier must provide the goods which are unused or newly made. The supplier would not
provide any goods or services without receiving any kind of delivery receipt from foodpanda.
Foodpanda also have a 7 days policy right to return or exchange any goods of the supplier which
is damaged, defective or not according to the required demand. The supplier also makes sure to
follow all the government rules and regulations through the time period of the agreement. The
variation of this agreement will be effective when it is in writing and approved by both the
supplier and the foodpanda authorizations. These are some of the clauses of foodpanda export
and import policy.

27. CUSTOMER SERVICE:

It’s a tough job, but someone’s got to do it. Foodpanda, a global online food delivery
marketplace, connects hungry customers with their favorite food by enabling users to place
orders from a huge selection of local restaurants, either online or via their mobile app. The
company has quickly grown in popularity and is now operating in 40 countries. Connected to
over 580,000 restaurants worldwide, users are spoilt for choice, making Foodpanda one of the
most successful food delivery services in the market. The company manages all their customer
service inquiries through Zendesk Support and Zendesk Chat, and although Foodpanda is
relatively new to providing live chat, they already maintain a customer satisfaction (CSAT)
rating of 90 percent in that channel. They’ve also developed a sound strategy to manage their
large, international support team. When rolling out live chat, Foodpanda wanted to provide chat
support in multiple languages and across multiple countries. Ensuring that customer requests are
handled by the right agent for the right country is no easy feat. Zendesk Chat allows support
leadership to keep international teams organized, consistent, and connected and it also provides a
great user experience.
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28. Forecasting (Short-term, Long-term)

Short-term:
As food panda is the fastest growing online business and their short-term forecast is that they
have appoint more than 3000 employees globally and they are increasing their revenue by 518%
which is a good sign.

Long-term:
For the coming world and with this pandemic COVID-19 world is more likely working online
and this is the only platform which is unbeatable in today’s world. As for the prediction this is
going to be the world’s largest organization who will lead the world.

29. Economic forecasts, Technological forecasts,

Demand forecasts:
Economic forecasts:
Economically they’re growing and making new records of revenue generation. They have 512%
increase in their revenue and their orders are increasing day by day. According to the research
their orders have been increased by 412%.

Technically forecast:
Mobile first” has become the standard for food orders
It’s a start-up company named foodpanda connects restaurants, delivery services and customers
via its open online marketplace. Founded in Singapore in 2012, foodpanda provides a
technological infrastructure to its over 26,000 partner restaurants worldwide, including giant
food chains like McDonald’s, KFC, Burger King and Starbucks as well as trendy local places,
so they can quickly serve their hungry customers. Customers, on the other hand, benefit from a
large culinary selection to pick their favorite food on the Internet or using a mobile app.

Demand forecast:
 P a g e | 20

Foodpanda is a center point where they connect eateries how are not providing delivery
service to customers that wants them delivered. Foodpanda generate profit via home
delivery fees that it charges. Of course that is not a much at the moment as cost increase
their charges but as they grow more in future.

30. QUALITATIVE METHOD &

QUANTITATIVE METHOD:
For the company to lead the market and become number one in the market and non -
compete-able they need to follow some step and need to satisfy their customers with the
help of both qualitative and quantitative methods.

Qualitative Analysis: Qualitative analysis is based on questionnaire which we have

constructed to gather information from a group of users of food ordering system, the
purpose of which is to gain insight of the system and establish a primary setting for
qualitative system. Here are some questions we asked generally from the consumers:

1- Do you order food online? ( 75% YES 25% NO )

2- If yes, from which company you prefer? ( Food-panda 70% , 30% food mart)

3- How often you order online? (Monthly 75%, weekly 15%, daily 10%)

4- Which meal you typically order online? (Dinner 40% , snacks 35% , lunch 25% )

5- In General, how do you prefer order food? ( mobile app 70%, 20% on web , 10%
other)

Quantitative Analysis: From the responses to the specified questions asked in the
questionnaire-we are able to come to some conclusion regarding the preferences of the
user, their requirements and the performances of the online food order.

31. QUALITY: CONFORMANCE TO

SPECIFICATIONS, FITNESS FOR USE,
 P a g e | 21

VALUE FOR PRICE PAID, AND SUPPORT

SERVICES, PSYCHOLOGICAL:
Food panda is working with more than 50000 restaurants all around the world and has
branches in 50 different countries, their work is just as simple as delivering the food and
daily life accessories. Food panda have some standards and sop’s which they follow and
ask their vendors (restaurants to not to compromise on the quality of food). Their riders
pick the food and deliver it in time as per the customer’s demand. Food panda also giving
discounts and offers on different occasions depends upon the cultural events. Now in this
COVID-19 as the world was on the complete lockdown they also started delivering the
grocery items on your door step wit contact less delivery which is so catchy for the
customer and it is way more convenient. Now as the king of the e-commerce food industry
they are innovating and upgrading their services as per the demand and situation.

32. CUSTOMER FOCUS:

Geographic WISE: Foodpanda is an online delivery service however when making a
purchase it also gives you the option to “pick up” the order.

Target 1:
Student are the first targeting customers of food panda has belonging to the age group 18 to 30
years. The students would be belonging to socio economic class A, B and C. The students
generally work a lot they have projects,, assignments test and other works to do and in this hectic
routine-students will prefer to order food rather than cooking it. Such audience can be targeted
through adds in social media platforms such as Instagram, Facebook, YouTube and other social
platforms, so the students while using their phones will gets attention towards the advisements
and also discount offers will arouse this audience to order food from Food-panda Pakistan.

Target 2: At Home Services:

Food-panda Pakistan second target customers are the house wives who are above 25 years of
age. They also belong to the socio economic class of A, B and C. As we all know the house
wives have many responsibilities at home and in this busy routine preparing food becomes quite
difficult for them. And for this food panda Pakistan shift this customers from cooking food at
home to ordering it from Food-panda Pakistan. As we all know house wives are in the
influencers in a household and for this Food-panda Pakistan offering the varieties of cuisine so
they can satisfied the their needs according to their taste. They target such customers by their ads
so when they open TV to watch they will know about their websites.
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Target 3: Professionals:
The third targeting customer’s food-panda Pakistan has is the working class (employees) they
are the most potential customers for Food-panda Pakistan, their age around 25 to 55 years old.
This type of customer more likely to use Food-panda Pakistan as they assumed majority of
them are employees of company and more likely use the mobile application. Usually employees
prefers to dine in at office because of the hectic schedule they don’t want to suffer to go for the
lunch outside to suffer traffic, so they choose to safe their time and energy for the work and order
their meal from Food-panda-Pakistan so they can satisfy their certain desire according to their
taste.

33. EMPLOYEE EMPOWERMENT:

Food panda is the only largest e-commerce platform who is working and providing services in
more than 50 countries globally. For that they need a huge amount of employees to work for,
they also provide facilities to their employees to empower them. They provide extra bonuses to
their employees and for the delivery they also gives you the motorbikes to some of the
employees or those who are students and want to earn money for themselves. Food-panda
Pakistan turns out to be amazingly fruitful because of its employee’s dedication and obligations
to do the jobs and orders on time. It’s also take some steps to meet their requirements so that
they can accommodate their feedback and increase employee loyalty. They treat their employees
with the human affection and provide them with appropriate salaries and benefits. Employees
attempt sound disagreements in order to share personal opinions without criticizing their

34. USE OF QUALITY TOOLS:

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Food-panda Pakistan it’s an online food delivery service which has become a global brand! And
what is the secret of its success? Like any successful app it of course must have the bright and
professional looking website and app design. And the key thing for the design is its focus on
appetizing looks of dishes, as this puts the visitor closer to the main goal of the app – to place a
food order in several taps on his smartphone or tablet.

But good website and app design makes up only 20% of the overall success, the biggest part of it
is about maintaining the appropriate online food delivery system structure which is about
foodpanda too.
• Website

• Mobile apps for customers on IOS and Android

• Mobile apps for delivery stuff

• Software for service operators and restaurants to perform administrative functions.

Tools and Technologies for Safeguarding Information Systems are listed below:

• Rider app.
 P a g e | 24

Delivery drivers working in the service should also have a practical foodpanda mobile
app, where passengers can:

•Manage their working hours by choosing the most convenient opening hours by last
name;

•they accept the most convenient orders for delivery;

•Consult their finance.

In the case of passenger applications as well as customers, it is important to provide an

accurate map.

Web panel for administrators:

Service administrators must have the following capabilities:

•Adding a new restaurant;

•Customer order management;

•Managing payment methods;

•Manage customer records (in case some of them need to be destroyed);

•View and respond to customer reviews.

Web Membership Panel:

Administration of affiliated restaurants must also have a web console through which they
must be able to:

•Manage restaurant menus;

•Management of accepted payment methods;

•Manage customer orders.

Synchronization and API:

For the application to work properly, it is necessary to maintain correct communication

between all layers of the application: clients, drivers, administrators, in order for the
 P a g e | 25

system to work. More precise movements should also be synchronized with the restaurant
program. Accountant: update the menu and price list in a timely manner.

API

Payment:

Foodpanda passengers are free to choose not only their working hours, but also their
payment structure. They can be billed monthly or hourly.

Marketing Tools:

To attract new customers, the service is smart:

•Adapt the website code to match search engine promotion and work with search engines

•Have a suitable design layout Answer

•Social media partnerships

KPIs

to get buyback and retention there are some truly loyal, high-quality customers who will
stay with the project without additional retention campaigns.

Delivery model:

The delivery model used by Foodpanda is a combination:

•Foodpanda can rely on the delivery services of partner restaurants;

•Foodpanda primarily uses its passengers: those who deliver Foodpanda when it's
convenient.
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•Tools and Technologies for Safeguarding Information Systems are listed below:

• It consists of policies & procedures that help in preventing

unwanted access to systems by unauthorized users & outsiders

• Authorization

• Authentication

• Passwords

• Tokens

• Smartcards

• Biometrics

• Firewall

• It is the hardware or software that is installed for the prevention of

unauthorized access to private networks

• Intrusion Detection Systems

• Scans network to detect & deter intruders

• Antivirus

• Scans & eliminates malware from computers

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• Wireless Network Security

• Encryption

• Symmetric Key Encryption

• Public Key Encryption

• Digital Certificate

• Public Key Infrastructure

• Security Outsourcing

• Managed Service Providers

• Software Quality

• Testing

• Walkthrough

• Debugging
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35. FINANCIALS
REPORTS/PROFITS (YEARLY)

INCOME STATEMENT OF FOOD

PANDA

Eur million 2019 2020 Change %

Revenue 35.8 27.3 8.5 31.1
Other operating income 34.5 118 -84.3 -71
Material expenses -0.2 -1 0.8 -75.7
Personal expenses -100.8 -26.7 -74.1 >100
Other operating expenses -88.9 -41.2 -47.7 >100
Depreciation -74.1 -85 10.9 -12.8
Net interest and other amortization -3.5 -7.9 4.4 -55.6
expenses
Income from investments 7.3 3.3 3.9 >100
Earning before taxes (EBT) -190 -12.4 -177.6 >100
Taxes -0.6 -4.6 4 -87.9
Net loss -190.6 -17 -173.6 >100

ConsolidatedSstatement of cash flows:

EUR million Note 2019 2020

1. Cash flows from operating activities

Net loss -384.1 -
194.
9
Income tax(net) 2.1 -10.8
Income tax paid ( - ) -7.9 -5.7
Amortization, deprecation and write-downs F.01/F.0 54.6 53.3
2.
Write downs of financial assests ( + ) 7.1
Increase ( + )/ decrease ( - ) in provisions F.12. 4.4 -3.2
Non cash exp ( + )/ income ( - )form share based payment. G.05. 71 15.8
Other non cash exp (+) and income (-) -24.1 -14.7
Gain(-)/ loss(+) on disposable of fixed assets 0.6 0.5
 P a g e | 29

Gain(-)/ loss(+)on deconsolidation D.03.d) -20 1.2

Increase (-) decrease(+) in inventories/ trade receivables and -51.8 -15.8
other assets
Increase(+/ decrease(-) in trade and other payables 41.9 33.2
Interest and similar income (-)/ interest and similar exp(+) G.08/G. 66.5 38
09
Cash flow from operating activities -21 -96

EUR Million Note 2019 2020

2. Cash flows from investing activities:

Proceeds (+) from the disposal of property, plant and 14 0.5
equipment
Payments (-) from investment property, plant and equipment F.02. -16.6 -9.3
Proceeds (+) from disposal intangible assets 0.1 0.7
Payments(-) to acquire intangible assets F.01. -6.5 -9.2
Proceeds (+) payments (-) for investments in financial assets 2 -3
Net payment for (-) / proceeds (+) from loans to third party -0.8 0.7
Net payment (-) proceeds (+) from acquisition/ sale of D.02. -99 130.
subsidiaries 8
Interest received (+) 0.2 0.8
Cash flows from investing activities -117.5 111.
8

EUR Million Note 2019 2020

3. Cash flows from financing activities:

Prceeds (+) from capital contributions F.09. 1.128. 0.4
4
Prceeds (+) from loans and borrowings F.13. 25 179.
7
Repayments (-) of loans and borrowings F.13. -393.4 -
112.
6
Interest paid (-) -11.2 -9.1
Cash flows from financing activities 748.8 58.4
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EUR million Note 2019 2020

4. Cash and cash equivalents at the end of the period

Net change in cash and cash equivalents 420.6 74.3
Effect of exchange rate moments of cash and cash equivalents -10.5 -3.6
Cash and cash equivalents at the beginning of the period F.08. 230.9 160.
2
Cash and cash equivalents at the end of the period 640.9 230.
9

THE GROUPS
BALANCE SHEET
STRUCTURED AS
FOLLOWS:

EUR Million Dec.31, 2020 % Restated Dec 31, 2019 % Change

Non-current assets 1,283.60 61 1,323.90 80 -40.3
Current assets 764.6 39 308.2 20 456.4
Total Assets 2,084.20 100 1,632.10 100 416.1

EUR Million 31-Dec-20 % 31-Dec-19 % Change

Equity 1,720.80 84 892.2 55 828.6
Non-current liabilities 105.2 5 502.6 31 -397.4
Curren liabilities 222.2 11 237.3 15 -15.1
Total liabilities and equity 2,048.20 100 1,632.10 100 416.1

36. ISO STANDARDS:

ISO:
Food panda is an ISO certified company which is strictly following the sop’s and have their own
term and conditions which makes them more secure and trustworthy.

Here we will talk about the restrictions:

Activities Prohibited on the Platforms
The following is a non-exhaustive list of the types of conduct that are illegal or prohibited on the
Platforms. Foodpanda Pakistan reserves the right to investigate and take appropriate legal action
 P a g e | 31

against anyone who, in foodpanda's sole discretion, engages in any of the prohibited activities.
Prohibited activities include, but are not limited to the following:

Foodpanda Pakistan give the basic requirements for a food safety management system to ensure
food safety along the food chain, up to the point of final consumption.
using the Platforms for any purpose in violation of local, state, or federal laws or
regulations;
posting any content that infringes the intellectual property rights, privacy rights, publicity
rights, trade secret rights, or any other rights of any party;
posting content that is unlawful, obscene, defamatory, threatening, harassing, abusive,
slanderous, hateful, or embarrassing to any other person or entity as determined by
foodpanda in its sole discretion or pursuant to local community standards;
posting content that constitutes cyber-bullying, as determined by foodpanda in its sole
discretion;
posting content that depicts any dangerous, life-threatening, or otherwise risky behavior;
posting telephone numbers, street addresses, or last names of any person;
posting URLs to external websites or any form of HTML or programming code;
posting anything that may be “spam,” as determined by foodpanda in its sole discretion;
impersonating another person when posting content;
harvesting or otherwise collecting information about others, including e-mail addresses,
without their consent;
allowing any other person or entity to use your identification for posting or viewing
comments;
harassing, threatening, stalking, or abusing any person on the Platforms;

Engaging in any other conduct that restricts or inhibits any other person from using or enjoying
the Websites, or which, in the sole discretion of foodpanda, exposes foodpanda or any of its
customers, suppliers, or any other parties to any liability or detriment of any type; or encouraging
other people to engage in any prohibited activities as described herein.
foodpanda reserves the right but is not obligated to do any or all of the following:
investigate an allegation that any content posted on the Platforms does not conform to
these Terms and determine in its sole discretion to remove or request the removal of the
content;
remove content which is abusive, illegal, or disruptive, or that otherwise fails to conform
to these Terms;
upend or terminate a user’s access to the Platforms or their foodpanda Account upon any
breach of these Terms;
monitor, edit, or disclose any content on the Platforms; and
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Edit or delete any content posted on the Platforms, regardless of whether such content
violates these standards.

37. ETHICAL, UNETHICAL ISSUES (HUMAN

RIGHTS, CORRUPTIONS)
Ethics:
Foodpanda Pakistan mainly focuses on ethics according to laws and morals in every conditions,
and also teach their employees to work according to it. According to their policy all decisions
regarding business shall be made solely in the beast interests of the company, not for the
personal use.
Foodpanda Also guide their workers not to misbehave with the customers and providing them
the best services so they can build their trust on Foodpanda.
For Foodpanda Pakistan health and safety for their employees is very important, they train their
employees how to avoid the road accidents and how to maintain a safe working environment for
everyone.

Human rights:
Foodpanda Pakistan respects the dignity and individual rights of its employees and third parties
with which the company has business dealings. They value all freedom of association and the
right to collective bargaining under in accordance with applicable laws and regulations, and
condemn any form of exploitation or discrimination, including forced and child labor. They have
a policy to provide equal employment opportunities to everyone regardless colour, religion,
gender, age etc.

Unethical:
Abribery or corruption refers to a reward or offering of money, merchandise, or other form to a
beneficiary who may changes his or her actions or decision for the benefit of a donor. Foodpanda
Pakistan does not welcome bribery and corruption in any form. .

Ethics and integrity is one of the highest standards. Food panda Pakistan does not tolerate any
form of fraud, bribery/corruption or other forms of non-compliant behaviour by their employees
of other stakeholders (this also includes misuse of corporate assets – for example vouchers, etc.
 P a g e | 33

CONCLUSION:
In the end I will conclude our project and this report by presenting you the key points of this
organization. First of all they came up with the unique and interesting idea for delivering food by
any favorite restaurant of the consumer by picking order online which is very convenient for
everyone and later due to COVID-19 the world was on lockdown and people were continuously
using food-panda because they are the only leaders in the market who are trustworthy and easy to
order. Secondly they have also started the panda- mart which provides the grocery on your
doorstep and now they are leading the e-commerce world by working in more than 50 countries
around the globe and having more than 3000 employees in different countries. They have high
standards and terms & conditions which they follow and make them special and incompetent.
People can easily trust them with their money and credit/debit cards. The key way of success for
this organization is the humble and easy way of greet and punctuality. They just deliver your
food in time and sometimes way faster than that. Now in the time when world is transferring
more towards the online, they are the leading company in food delivery and grocery market.
Their financial report is mentioned above which proves the stats and progress of this company