Foodpanda

MKT412 (2)

Prepared for

Dr. Salma Akter (FHEA)

Assistant Professor

Department of Business Administration

East West University

Prepared by

No. Name ID
1 Sadia Naznin 2018-2-10-218
2 Mostafa Mohiuddin Sourav 2017-2-10-177
3 Jubair Ahsan Hemel 2017-2-10-053
4 Syed. Rafsan Mahir 2016-3-10-130
5 Sadia Hossain Shupti 2017-3-10-107
6 Nurul Karim MD. Abdullah 2014-2-13-049

Submission Date: September 3, 2021

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Acknowledgement
At the beginning, we would like to express our deepest gratitude to almighty Allah for giving us
the strength and the composure to complete this term paper. Words actually will never be enough
to express how grateful we are, but never the less we shall try our level best to express our
gratefulness toward.

We would like to express our special gratitude to our honorable Course instructor Dr. Salma
Akter (FHEA) , (Assistant Professor, department of Business Administration, East West
University) for her supervision, Co-operation and advices. We will always be indebted to her for
the valuable suggestions and the time that she spent for guiding us throughout this termpaper.

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Table of Contents
No. Topic Page No.
1 Introduction 6

2 Company Profile 7

3 Why service innovation is important? 8

4 How Foodpanda could be benefitted from this service innovation 15

5 Service Innovation and Development Process 17

6 Recommendation 28

7 Conclusion 29

8 References 30

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Executive Summery
As service innovation has been extremly important for the service company, Foodpanda can start
their pandafly in Bangladesh also to be competitive in the market. According to foodpanda,
customers increasingly want to be able to buy “anything, from anywhere, and receive them
immediately.” The food delivery giant plans to meet the demands of these customers with
pandaFly by making long-distance deliveries “better, faster and cheaper”. In the last five years,
foodpanda has managed to cut delivery times from 60 minutes to under 30 minutes. With the new
pandaFly, customers are expected to receive their orders in less than 15 minutes. The new pandaFly
will act as a complement to current delivery riders. It is slated to pick up and deliver orders at
designated collection points located islandwide where one of foodpanda’s 12,000 riders will be
waiting to complete the last-mile delivery.

DroNet is an end-to-end drone network solution designed to carry out specific tasks or services
autonomously in an urban environment. Food delivery via drone is taking flight, with other
delivery companies like UberEats testing out the technology globally.

However, the service is not without its challenges. The technological investment costs are likely
to be astronomical. From manpower costs (delivery riders are still required for this drone delivery
service), maintenance of drones, training fees to fly these drones, down to the drone licenses itself,
all these add up to additional costs for the operator. Moreover, these drones only have the ability
to carry “light food items”, which limits its use to also deliver bulky food items.

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Introduction
Service innovation is a significant factor in maintaining a firm‫׳‬s competitive advantage in an
increasingly service-centered economy. Although there is a rich body of research on the role of
service innovation in value creation for firms, little attention has been paid to the effect of service
innovation on new product development. This study advances the research on service innovation
and market-fit capabilities by examining how a service-based firm‫׳‬s market-linking capabilities
and market turbulence shape the relationship between service innovation and new product
performance. The study offers a theoretical framework that integrates both the resource-based and
market orientation perspectives of service innovation to investigate innovative service practices
and activities that occur in contemporary service-based firms. Using an original dataset of
Foodpanda service-based firms from a service-centered economy, the study demonstrates that the
combination of high market-linking capabilities and high market turbulence strengthens new
product development performance. The empirical results further show that new product
performance is highest in situations involving high levels of service innovation, market-linking,
and market turbulence. Overall, these findings contribute to a better understanding of the contexts
in which service innovation represents an invisible specific asset or resource for service-based
firms.

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Company Profile
December 2020 marked the 7th year of operation in the country for online food and grocery
delivery platform Foodpanda. With over 4 million users signing up in the course of the last 7 years,
Foodpanda currently has around 35 thousand restaurant and shop partners on its platform. On the
cusp of their 7-year anniversary, the delivery service has finalised the expansion of its operation
to all 64 districts across Bangladesh – a first among the delivery services in the country, according
to a press release issued recently.

Foodpanda, a subsidiary of Berlin-based delivery platform Delivery Hero, began its journey in
Bangladesh in December of 2013 with limited operations in Dhaka. Since its inception, Foodpanda
aimed to play a key role in digitizing consumer habits and the evolution of the local restaurant
industry.

Undoubtedly, Foodpanda was the first few to introduce the digitised form of demand-driven gig
economy across all 64 districts. For restaurants and shop partners, partnering with the online
delivery venture meant access to a wider customer base. For youths, it posed the opportunity to
earn additional income by signing up as a rider-partner.

Over the years, the delivery platform has expanded its operation to much more than just food
delivery. Foodpanda is focused on expanding its quick-commerce (q-commerce) services across
the Asia Pacific region, as well as Bangladesh, with its network of retail partners and its very own
Pandamart cloud stores

Pandamart – Foodpanda's own warehouse of groceries and daily household items – was launched
in Bangladesh in December 2020, in a bid to transform the offline grocery markets in the country
into easily accessible online platforms. Unlike grocery delivery services which purchase products
from retailers and deliver those to the customers, Pandamart is a cloud-store which has its own
inventory and that allows it to have full control of the supply chain. According to the venture,
this enables them to ensure quality products are delivered under-30-minute.

Currently, Pandamart has around 4,000 items across 25 categories, ranging from regular household
staples to baby products and cleaning supplies and for sourcing the products, Foodpanda works
directly with a network of professionals consisting of mills, processors and producers.

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As the industry continues to see rapid growth, Foodpanda aims to, according to the top
management, bolster its presence by going hyperlocal and expanding delivery services and q-
commerce initiatives. With this momentum, let's see where this platform goes.

Why service innovation is important?

Service Innovation

Service innovation has gotten to be fundamental for achieving a competitive advantage. Innovative
services are not as it were looked for in conventional benefit divisions, but moreover in
manufacturing companies. For case, vitality suppliers supplement their vitality items with services
for upgrading vitality efficiency, petrol stations have ended up 24 hour shops, software producers
see after their clients’ whole run of data innovation, and more and more telecommunication
companies are turning into media companies and/or substance providers. Entire businesses are
recognizing the potential for benefit innovation, and individual companies respect service
development as a definitive competitive figure.

The service sector envelops a wide assortment of exercises and markets ranging from customer
services such as lodgings and banks to trade administrations such as IT and lawful, and large-scale
open segment services such as wellbeing and instruction. The usage of innovation is similarly
different; individual services like hairdressing involve basic innovations, whereas money related
services are more knowledge-intensive and use advanced data advances. As a result of this
differences, development in services includes change in a assortment of angles extending from
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how the service is planned and created to how it is conveyed and overseen (Trott 2012; Randhawa
2015). Service innovation can be said to be an amalgamation of product innovation, that is “the
introduction of a new item, or a significant qualitative change in an existing product,” and process
innovation, that's , “the introduction of a new handle for making or conveying merchandise and
services” (Greenhalagh and Rogers 2007, p. 4).

However, numerous supervisors who make speculation choices don't completely recognize the
esteem of service innovation as a competitive advantage. Fabricating companies still give as it
were a very little rate of their investigate and advancement (R&D) use to the development of
modern service offers (Gassmann 2011).

Importance of Service Innovation

In this area we highlight a few vital contemplations when innovating or developing new services.
Since of the characteristic characteristics of services described the challenges of service
improvement and innovation fair portrayed, it has gotten to be clear to numerous benefit
supervisors that service development is diverse from unmistakable item advancement. Since
services are intangible and prepare based, as a result they regularly include interac- tions among
and between clients and representatives, it is important to include both customers and
representatives at different focuses within the advancement handle. It is also important to utilize a
frameworks or plan mind-set, in some cases alluded to as “design thinking,” to be beyond any
doubt all components are considered and coordinates. Here we over- view these contemplations as
a scenery for the tools, methods, and approaches described within the rest of the chapter.

To discover less demanding and more effective ways to do trade is certainly shrewd. Service
Innovation must be conjoined and subsidiary with the core reason of your business. It must be
executed consistently by the company to be able to meet current and future customer needs. A
benefit innovation that will not be able to oversee customer needs would be a squandered exertion.
Customers tend to be more loyal to companies that demonstrate to be trailblazers and burn bearers
in their region of operation. Steady innovation with a see to serve customers way better is vital for
trade victory. All innovation must be centered on your company’s linchpin – the client. It must
interface your existing and your planned clients and this association will be imperative for trade

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victory. Everybody within the organization must in tune with the reason of an innovation and how
best they would be able to service their customers through it (Newman 2014). Service Innovation
could be a harder prospect than those pointed at progressing a item. Customer Service is complex
and subjective – what is nice benefit for one client is likely the most exceedingly bad encounter
for another. Service Innovation must be centered on bringing around positive changes for the most
extreme number of customers in your customer base. The arduousness being felt to bring
approximately benefit innovation is since hitherto service organizations have endured with small
or no development. So viably there's advancement benchmark or history to drop back on. With
clients presently getting to be progressively mindful of their rights additionally the reality that
competition is cut throat, indeed client service presently is anticipated to be inventive. For case,
banks prior knew they had total control over the methods and forms and confronted small or no
hazard from clients having an effect on their commerce. Be that as it may, presently with less
demanding rules and the endless number of players inside this industry alone, customers will not
think twice some time recently taking their cash somewhere else. Imaginative items, expanded
number of branches, superior prepared and more competent staff and circular the clock client
service centers are a few of the innovations presently seen in this industry. Service Innovation is
presently need and is critical for business success.

Involve Customers and Employees

Since services are delivered, expended, and contrasted in genuine time and regularly involve
interaction between and among workers and clients, it is basic that Innovation and modern service
improvement forms include both representatives and customers throughout the process.
Employees regularly are the benefit, or at slightest they perform or provide the benefit, and in this
way their association in choosing which unused services to develop and how these services ought
to be outlined and actualized can be very beneficial. Contact workers are mentally and physically
near to customers and investigate has appeared they can be exceptionally accommodating in
distinguishing client needs for innovative unused services. Involving representatives in benefit
advancement and plan also increases the probability of unused benefit success since workers can
recognize the organizational issues that ought to be tended to to bolster the delivery of the service
to customers.

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Since customers frequently effectively take part in service conveyance and/or cocreation, they, as
well, ought to be included within the unused benefit improvement handle. Past just providing input
on their possess needs, clients can offer assistance plan the service concept and the conveyance
handle, especially in circumstances in which the client personally carries out portion of the benefit
handle. For case, Bank of America was successful with creating modern service developments in
department keeping money by depending on results of an arrangement of tests in its Atlanta
branches. The tests were designed to more thoroughly test modern service innovations, in genuine
time and with genuine customers, sometime recently propelling them more broadly all through the
department framework. Essentially, the Mayo Clinic has set up its Center for Advancement in
Rochester to try with new service developments by testing them with genuine patients and
specialists in a prototype setting earlier to presenting them.

Employ Service Design Thought

One of the challenges of benefit innovation and plan is that services are processes and they are
experiential, taking put over time. In a few cases, the time required to deliver the service may
decipher into fair some minutes, but other times the service experience can envelop hours, days,
weeks, and indeed a long time, as within the case of a university degree program or a benefit
outsourcing contract. Administrations regularly happen as an arrangement of interrelated steps and
exercises and lock in a number of individuals, pro cases, and unmistakable components. For an
example, innovation, hardware, and physical spaces are frequently included in service and
therefore need to be considered in its plan. As a result, planning a benefit advertising or service
system requires collaboration and coordination over capacities, and maybe even across distinctive
organizations.

Types of Service Innovation

Service innovation has been characterized in different ways. Now and then when individuals talk
about service innovation they are alluding to development and advancement related to service
offerings themselves. For example, McDonald Corporation’s significant restaurant update and
menu changes are cases of advertising advancements. In other cases benefit advancement is related

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with unused inside benefit forms that will make an organization more profitable and productive.
The presentation of new technology bolster frameworks for cutting edge employees speaks to this
sort of service innovation. In other cases benefit advancement is related with upgrades in the
customer involvement or noteworthy changes within the part of the customer.

Not all service innovations are very new to the same degree. New Service run the gamut from
Major or Radical Presentations to Minor fashion changes, which is described below:

1. Major or Radical Innovations are unused services for markets as however indistinct. Past
examples incorporate the primary broadcast tv administrations and Government Express’s
introduction of across the nation, overnight small-package conveyance. Many current and
future examples of radical advancements will be given through the Cloud, versatile apps,
and the Web of Things. For illustration, numerous of the new services produced by data
being accumulated from machines and individuals (e.g., remote repair benefit of machines
and remote wellbeing diagnostics for individuals) were never indeed thought of until the
information and software existed to bolster the service innovation. Numerous
advancements presently and in the future will advance from data, computer, and Internet-
based advances. Often these major developments make brand-new markets.

2. Startup Businesses comprise of new services for a showcase as of now served by existing
items that meet the same bland needs. Benefit illustrations incorporate the creation of
wellbeing upkeep organizations to supply an elective shape of health care conveyance,
online managing an account for money related exchanges, and ride sharing administrations
that compete with conventional taxi and limousine administrations. Numerous modern
versatile phone applications fit in this category.

3. New Services for Currently New Served Market represent endeavors to offer existing
customers of the organization a benefit not already accessible from the company (although
it may be accessible from other companies). Cases incorporate retailers adding a coffee bar
or children’s play region, a wellbeing club advertising sustenance classes, and airlines
advertising phone and Web administrations amid flights. Some of the time they represent

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 only humble upgrade services, as in these illustrations. Other times the advertising may
represent a profoundly unused stand-alone benefit.

4. Service Line Extension speak to expansions of the existing service line, such as a eatery
including unused menu things, an aircraft advertising unused courses, a law firm offering
extra legitimate services, and a college including unused courses or degrees.

5. Service Improvement speak to maybe the foremost common sort of service innovation.
Changes in highlights of services as of now advertised might include speedier execution of
an existing benefit handle, expanded hours of service, or expansions such as added
comforts in a inn room.

6. Style Change: Perhaps the foremost humble service innovations, in spite of the fact that
they are regularly profoundly obvious and can have noteworthy impacts on customer
perceptions, emotions, and demeanors. Changing the color plot of a eatery, reexamining
the logo for an organization, updating web site, or painting aircraft a different color all
speak to fashion changes. These innovations don't in a general sense change the benefit, as
it were its appearance, comparative to how bundling changes are utilized for consumer
item.

Major or Radical Innovation

Radical innovation is a transformative commerce demonstrate that looks for to totally decimate
and supplant an existing industry or make an entire unused industry. It takes an existing
framework, plan or innovation and turns it into something brand modern. It may alter the parts of
the framework, the forms of the framework or both. Not at all like architectural or incremental
innovation, radical advancement blows up the existing framework or handle and replaces it with
something completely modern. A few see radical development and troublesome development as
conversely terms. Some accept that radical development has clear, depicted parameters and point
to scholastic and trade pioneers powerful in this circle, such as Clayton M. Christensen, as having

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given those parameters. Others, in any case, advocate for a more subjective assurance of what
constitutes radical innovation -- in spite of the fact that they, as well, by and large concur that
radical innovation entirely replaces an existing plan, handle or framework to make something
significantly modern and special.

Radical innovation falls on the most remote conclusion of the development continuum. A
measured development includes changing one module in a plan, handle or commerce show to
create critical enhancements. An engineering enhancement changes how those modules work
together to bring noteworthy changes. Radical advancement changes both the components and
how the components associated and puts them together in a better approach to make a special
solution. In business and innovation terms, radical development happens when a unused passage
totally disturbs a trade or industry. Numerous point to the rise of Netflix, to begin with as a mail-
order motion picture benefit and afterward as a supplier of gushing video, as a radical advancement
that put the retail-based motion picture rental show -- and industry mammoth Blockbuster out of
business. Others point to Amazon as a radical advancement, having entered the virtual space totally
by leveraging rising innovations to form a completely unused commerce demonstrate.

When effectively accomplished, radical innovation ordinarily comes about in a tall level of
compensate. In any case, it too comes with a tall degree of hazard. So also, there's as a rule a tall
degree of resistance to it and a comparing moderate rate of selection since of its troublesome
nature. As a result, numerous organizations tend to center on incremental advancement that permits
pioneers to present changes over time, making adoption more likely and at the same time bringing
down dangers of failure (Pratt 2018).

Although radical innovation does undoubtedly come with a tall hazard of disappointment,
organizations and people can arrange for radical advancement; it is regularly deliberately looked
for, cultivated and purposefulness.

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How Foodpanda could be benefitted from
this service innovation
Foodpanda is a global online food delivery marketplace headquartered in Berlin, Germany. They
are also known as hellofood in other places in the world. Foodpanda started online food ordering
process in Bangladesh in 2014. With an impressive choice of restaurants and shops. At their very
essence, they are a food delivery service that connects the restaurant or eatery in question directly
with the consumers ordering it. Indeed, it is a simple idea that worked incredibly well. Since within
a short span of three years, they are already begun and sustained operations in more than 40
countries across four continents and are growing bigger than ever. The service allows users to
select from local restaurants and place orders via the website or mobile application. Users of
Foodpanda order from more than 35,000 restaurants worldwide.

There’s only a few simple steps to it:

 Search for your preferred shop and restaurant.

 Choose your meal out from the wide variety available and enjoy your meal.

Business innovation is when an organisation introduces new processes, services, or products to

affect positive change in their business. This can include improving existing methods or practices,
or starting from scratch. Ultimately the goal is to reinvigorate a business, creating new value and
boosting growth and productivity. UNICEF says the benefits that drones can offer are
“exceptional,” citing the speed of delivery, limited physical contact, the reduced risk of
transmission during delivery, and an extended transportation network as the new tech's most
important assets. Food delivery by drone took a big step forward in Singapore, when Foodpanda
used a drone to deliver five packets of ayam penyet, a popular fried chicken dish, from the Marina
South Pier to a ship located 3km offshore, Channel News Asia reported. Foodpanda can start drone
service food delivery system in Bangladesh. By this they can give food delivery in short-time.
Time will save, no time delay for traffic jam. Which is a common and regular problem in our
country. Consumers directly benefit from job creation, resulting in additional earnings.
Commercial drones will also allow industries to realize savings from cost-effective means of
inventory, transportation, and distribution. These cost savings can be passed down to the consumer
through a reduction in prices.

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Adapting new innovation like “drone” Foodpanda will get more customers in Bangladesh. Their
users will

increase. Rural area people will get this service by online. It will add a new example of service in
our country. Opposite Foodpanda's delivery cost will decrease Also their cost Will maximize.

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Service Innovation and Development Process

Service Recovery Strategies of Foodpanda

1: Fix the customer

i. Respond Quickly

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 ii. Provide Appropriate Communication
iii. Treat Customers Fairly
iv. Cultivate Relationships With Customers

2: Fix the problem

i. Encourage & Track Complaints
ii. Learn From Recovery Experiences
iii. Learn From Lost Customers
iv. Make The Service Full-Safe

3: Excellent Service Recovery

4: Guarantee the Service Offering

There are five logical steps in the service recovery process:

i. Anticipating customer needs
ii. Acknowledging their feelings
iii. Apologizing and owning the responsibility
iv. Offering alternatives
v. Making amends

Essentials of service recovery:

i. Examine the customer experience pathway and identify the expectations at each point
along the pathway.
ii. Anticipate the key issues and needs at each point along the pathway and create processes
and systems that ensure that needs are met and exceeded.
iii. Educate staff about expectations and engage them in anticipating customer needs at each
point along the experience pathway.
iv. Train staff in communication skills for handling dissatisfied customers, including
acknowledging and apologizing when dissatisfaction occurs.
v. Provide staff with options and support for making amends to customers who have
encountered disappointing experiences. Make sure they understand what options they can
offer and who can assist them in dealing with dissatisfied customers.

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Strength of Food panda
Excellent Platform
Food panda is known for its robust and user-friendly website and mobile app. Customers can use
these mediums to order meals without any hassle.

They can browse from an extensive list of restaurants. Moreover, customers can track the entire
process from placing of the order to receiving the delivery.

Online Ordering
Food panda accepts orders through its website and mobile application. It connects customers
and restaurants over the internet.

Strong Brand Name

Food panda was taken over by the firm 'Delivery Hero' in the year 2016. Delivery Hero manages
several international brands. It handles Foodora, Hello Food, Delivery Club, and many others
besides Food panda. Hence, Food panda is under the umbrella of a strong brand.

Global Operations
Food panda has footprints in Eastern Europe, Middle East, and Asia.

Global Re-branding
In the year 2017, Food panda underwent re-branding with its logo being changed from orange to
pink. The iconic panda remains at the forefront of its logo.

Quick Delivery
Food panda is known for facilitating quick deliveries so that customers enjoy piping hot meals.

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Easy Cancellation Process:

A customer can cancel his/her order very easily. If anyone change his mind after ordering in a
restaurant, he just have to tap the “Cancel Order” button.

Great Customer Support:

Food panda provides excellent customer support. It keeps experimenting with food menus and
consistently partners with new restaurants. Therefore, customers can always expect something
new from Food panda.

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Food panda is successful because of the following reasons:

i. Excellent Platform.
ii. Online Ordering - Food panda accepts orders through its website and mobile applications.
It connects customers and restaurants.
iii. Investment - Food panda has raised $318 million of venture capital.
iv. Global Operations - Food panda operates in various countries in Eastern Europe, Middle
East, and Asia.
v. Global Re-branding - In the year 2017, Food panda underwent re-branding with its logo
being changed from orange to pink. The iconic panda remains at the forefront of its logo.
vi. Quick Delivery - Food panda is known for facilitating quick deliveries so that customers
enjoy piping hot meals.
vii. Good Customer Support - Food panda provides excellent customer support. It keeps
experimenting with food menus and consistently partners with new restaurants. Therefore,
customers can always expect something new from Food panda.

Food Panda’s growth strategy:

The growth strategies for Food panda include the following to build qualified and skilled teams to
collect data on all levels to use scalable technologies right from the beginning. To maximized focus
on efficient marketing.

Having acquired the trust from experienced investors it will be able to continue its growth strategy
to become a truly global internet brand.Food panda takes over Delivery -hero’s Tasty Khana in
India which was started in 2007. Besides this it also acquired the Mexican food delivery
businesses. These acquisitions allow Food panda to extend its market leadership in India and
improve a strong position in Mexico. So, in this way it will push its expansion within the existing
markets, to gain presence at every corner of every country they are active in. It focuses on creating
new entrepreneurs as a new CEO in every market it’s in the way Rocket Internet does it.

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Service Innovation
Foodpanda is a food delivery e business that helps consumer to order food online through the
Foodpanda’s mobile app or website and receive their food at their doorsteps. It is a global food
ordering platform active in many cities and countries with a large number of restaurants from
where customers can choose their food from. Also, it has a large number of active riders in its
business whose who delivers food to the customer’s doorsteps. services are largely intangible and
process oriented, they are difficult to describe and communicate. Service innovation is used to
refer to many things. These include but not limited to: Innovation in services, in service products
– new or improved service products. Service innovation is helping businesses find new revenue
streams by satisfying their customer’s need to get things done. Whatever Service offerings
Foodpanda offers to their customers, their customer only understands by the effort they have given
to their customers which will describe them and their new service innovation.

Business Strategy Development or Review

Foodpanda is a service provider of food and grocery delivery service to their customers of different
locations. Their mission and vison are to serve fast delivery, deals & discounts and best choice of
restaurants, delicious meals delivered fresh to their customers door and hot meals delivered fast to
provide great service to their customer for enjoy healthy meals. When any customer buys
something from Foodpanda of using Foodpanda grocery store, or from Foodpanda food store, they
receive a time limit where Foodpanda app show their customers that how much time consuming
for the delivery they ordered. In Bangladesh delivery is not an easy task for any riders, because of
the roads as well as traffic and jam. So, delivering the parcel to their customer are time consuming
and quick delivery is not safe for riders also. In that case we can introduce food delivery service
with drone delivery services. As technology continues to grow and play a larger role in consumers'
lives, industries have transformed and adapted as well. Companies have moved from physical
service to online service and this service market growing as well along with physical service
market. Right now, online service provider companies largely thinking about reduce company’s
overhead costs, including rent and wages, associated with a physical delivery. Even though
technology has transformed a number of industries over the past 10 years, shipping and postage
have remained relatively unchanged. Recently Amazon has introduced ‘Amazon Prime Air’ which

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is a drone delivery system that anticipates package deliveries in 30 minutes or less. The program
has not been executed yet but currently many sectors in worldwide widely using of drones and in
near future drone delivery service will developed. If the drone delivery service developed over the
world as well as Bangladesh and Foodpand introduced it to their customer for food delivery
service, then it will make huge impact to the market and reduce time and cost of the delivery. There
are some disadvantages of drone delivery service. So, before commercially introduced of drone
delivery services to their customers the need to test it in Bangladesh for largely uses. Inside Dhaka
providing drone service is also a difficult tusk because of its density and the population. So, before
developing the drone service commercially, Foodpand need to understand the strategy and whom
will be the consumer of these before largely introduced.

New service strategy development

Introduced drones for delivery and parcel:
Drones for delivering parcels and all types of goods is receiving massive investment from some
really big players all over the globe. With large companies such as Amazon, Walmart, UPS,
Google and other global postal companies investing in drone delivery projects, it is only a matter
of time before their drone parcel delivery service goals become a reality?

Impact of drone delivery service in Bangladesh:

In Bangladesh if Foodpanda introduced the service of providing food to their customers by drones,
then it will really big move of Foodpand as well as for Bangladesh service market. Will the day
come, when we look above and see thousands of drones busily zipping along to deliver pizza and
any other small to medium sized item food item? It is probably only a matter of a few years then
we will have our skies full of drones delivering parcels from Foodpanda.

Drones for Foodpanda’s delivery:

In recent past there are some of the drone delivery success stories. The success stories of drone
delivery along with how drones being used all the examples we have got not in our country. So,
we also look at the challenges, which Foodpanda need to be overcome if drone package delivery
services are to become widespread in Bangladesh. There are some drones like Wing delivery
drone, Matternet M2 parcel delivery drone, Wingcopter 178 Heavy Lift delivery drone, Rakuten

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Tenku delivery drone, Condor parcel delivery drone, Zipline autonomous delivery drone, Flirtey
delivery drone which are used by many largest companies for testing drone delivery services over
the world. These drones perform really good though there are some challenges these companies
face while the delivering the parcel to their customers.

Other serctors where drones are using:

The drone industry is growing fast and every week we see press releases and research papers on
what new areas drones are being used for. Along with present uses for drones, we also look at new
drone uses, which are still in the experimental and research stages. Without doubt, you will see
hundreds of new uses for drones in the coming years. Here is a quick list of what drones are being
used for.

 Rescue
 Marketing
 Film making
 Fire Fighting
 Site surveying
 Imaging structures
 Precision agriculture
 Family Fun Occasions
 Lighting Concert Shows
 Counting Stockpiles
 Search and rescue
 Weather patterns
 Environmental
 Conservation
 Insurance
 Policing
 Sports

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Idea Generation
A drone program can drive value to the business of Foodpanda by reducing the risk of hazardous
inspections, decreasing the costs of inspections, and increasing data fidelity, but how do they
present a strong drone business case that garners supports their consumer to provide better delivery
services? The drone industry is rapidly evolving, creating new challenges for drone operators and
also for the businesses. Though there are so many difficulties to using drone to providing delivery
services but however, there are still opportunities to make drone operations into a profitable
business.

Understand emerging industry use cases

Drones were primarily viewed as military tools until the mid-2000s, but commercial use has grown
rapidly ever since. Industry growth is particularly promising in particular areas such as
photogrammetry, infrastructure inspection, and delivery. In addition to these areas of predicted
growth, new applications are constantly emerging. Stay up to date on current applications and keep
an eye out for opportunities to innovate new solutions not only benefited for Foodpand, it is also
benefited for service market.

Think beyond the hardware to define offerings

The explosion of the drone industry is not just about drones themselves — it’s also about the
software that develops alongside the hardware, and how clients can benefit. Advances in drone
technology are intertwined with advances in cloud technology, artificial intelligence, and Big Data.
Drone operators have an opportunity to capitalize on the increasing demand for these features. It’s
important for Foodpand to emphasize the software solutions that they can provide, and how those
solutions will work for their consumer needs. Determine the specific data collection and
management software, sensors, AI, and workflows that are on Foodpanda’s potential consumers
wish lists, and implement the ones that make sense for their business.

Concept Development and Evaluation

While large, established drone companies can provide a wide range of services across different
professions like food delivery services, it’s often better for independent operators like Foodpanda
to narrow the scope — to compete with larger operations, they’ll need to emphasize their expertise
in particular areas, and convince their consumers that their specialized skills for drone operating

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are valuable for them. If Foodpanda select a few main services or features to focus on, and identify
the consumers they will attract, their marketing will be much more successful. Especially for the
operators who are just getting started to controlling drone to provide food delivery to the customers
of Foodpand, it can be difficult for foodpanda to determine how much they will charge for the
services they provide. Consider the primary service of food delivery they’ll be providing, and how
much investment is involved on their end and looking at the target audience, and try to understand
their willingness to buy and sensitivity to price everything is depend for their development and for
new evaluation. While Foodpanda independent to operate their business and know about the latest
technological achievement then implement of the new technology can improve the lack of their
service. They can authorise the whole services of delivery which is provide by riders and with
drone delivery services and they can take care both by drone also. Large companies like
Foodpanda can afford and quickly purchase expensive new tech, but if it is not workout, then it is
overshadowing for their businesses and don’t have room in their losses which will take on such a
large investment losses. When choosing a partner of operating drones, Foodpanda need to consider
many factors like speed, security, and ease of integration to ensure maximum value for their
consumers. If Foodpanda’s consumer is happy to the service they provide, then the service and the
technology they introduced to their consumer will be benefited.

Business Analysis
Productivity
Drones increase productivity. Instead of doing certain things like surveillance, drones can be used
for mapping, surveillance, and many other purposes. This leads to increased productivity because
they can do it better and faster than some employees do. Also, since drones do all the heavy lifting,
employees have more time for their important tasks. So, Foodpanda can provide food parcel
delivery to their customer faster and they can maintain the whole service with drone. This dynamic
innovation involves with many Information sharing from both sides (Foodpanda’s websites or app
and the drone authorisation) to establish a knowledge, experience, capabilities, regulatory
requirements, technical possibilities and limitations, common implementation failures to avoid,
and formulate and agree on starting point, direction and timeline. So, that will help Foodpanda to
get better productivity from including drone service.

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Convenience
Drones are a lot more convenient. Take home deliveries for instance. In order to make home
deliveries your business needs a bike, bicycle, a rider and the products that need to be delivered.
While it all could go smoothly, you need to take into consideration the time of day, the traffic, and
many unexpected problems. However, if Foodpanda use a drone for a delivery, it is simple and
more convenient.
First of all, it is cheaper in the long run. While Foodpanda once might need to pay well for buying
a great drone, and they can save money in the long run for long distance delivery service. Also,
since there is no traffic, drones can make home deliveries in about 30 minutes. Despite this fact,
you will need to find a drone with long-range control and a great battery life.

Automation
Technology is evolving and so are the tools we use. While back in the day, it was impossible to
find automatic tools, now, drones are the best option. One of the greatest things about the drone is
that Foodpanda need to control them from a certain distance (50m-7 km). Unlike helicopters which
need to be piloted, drones only need small control skills. People who providing drone service of
Foodpanda or Foodpanda hiring the drone opertors to providing the service, they can simply stay
at their desk and control the drone to map a whole area or to surveil their office building. However,
one thing that needs to be taken into consideration for Foodpanda is the battery life of these devices
which is not that great. There are some devices that can fly for 3 hours but they are also very
expensive.

Economic Impact
Drones also have an economic impact. Since they can replace some of the hardest jobs, they will
also create job openings because some people need to control them, other to fix them and some to
make sure that the operations are going smoothly. If Foodpanda introduce drone service for food
delivery services then the drone industry will create huge job markets for drone operators.

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Recommendation
Food panda have to focus on food delivery because it is one of the main factor plays while retaining
a customers and not happy with the food delivery services. To delivery process the delivery time
is so much important. Food panda needs more new kinds of faster vehicles and more riders also.
Such as they only use motorcycles in their service for faster delivery. Food panda should improve
its service related to make a customer happy. They should add a feature over there app where a
customer ensures a clear communication with rides and the restaurants also. Now the users of Food
panda app are showing negative ttitude over the delivery charge. They should add more offers and
gift vouchers. Those offers can change a customer’s thinking.

They should add more restaurants to their list. The number of restaurants from outside of Dhaka
is not sufficient. Food anda should keep consideration that the people outside of Dhaka could enjoy
the same service. Marketing compares of them is only for youth and the upper middle class or
upper class people. In our country majority of the people are from middle class. A business can
prosper with the participation of the majority people. So the need to step forward in order to get
more loyal and affordable customer. Packaging is a critical aspect of food delivery. They should
pack their food properly. A number of customer totally dissatisfied about their packaging process.
They should ensure a customer the food is properly packed and have the right temperature. Like
soft drinks should be cold but the pasta should be hot. Food panda have to take customers proper
address. Sometimes rides face a hassle to ask the appropriate landmark. The delivery order can be
delayed because of prolonged delivery time.

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Conclusion
Food panda is the platform where users can order from a wide variety of delicious cuisines over
online just a few clicks. Online food ordering portals are now turning out to be a boom for all the
restaurant owners. When a customer ordering food from online they can get the food at the proper
time they showed in the app. Instead of going to restaurants a customer can wait his place and
having food. The result in a comfort for both owners with their customers. That’s why food panda
deliveries their service act the one stop service for the people where a customer can get to see the
whole men of their favorite restaurants, choose their meal and wait for food to arrive while
finishing up their place in the meanwhile.

Those online food ordering system not only help the restaurant to make a big profit but also helps
in improve and creating the brand image of a restaurant. Food panda portal is not only positions
themselves on social media and other online and offline marketing. Restaurants can field steady
their business and customers are happy. It is help for discovering new restaurants also. Connecting
restaurants to new customers is one of the best profitable factors for their business.

To conclude Food panda’s ordering system as whole shows a way for the restaurants owners act
in time and lead the cut-throat competition.

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References
Randhawa, K., & Scerri, M. (2015). Service Innovation: A Review of the
Literature. The Handbook of Service Innovation, 27–51.

Dörner, N., Gassmann, O., & Gebauer, H. (2011). Service innovation: why is it
so difficult to accomplish? Journal of Business Strategy, 32(3), 37–46.

Bers, J. A., Dismukes, J. P., Miller, L. K., & Dubrovensky, A.

(2009). Accelerated radical innovation: Theory and application. Technological
Forecasting and Social Change, 76(1), 165–177.

https://corp.yonyx.com/customer-service/service-innovation-important-business-success/

https://startuptalky.com/foodpanda-business-model/
https://baird-group.com/service-recovery-5-steps-for-making-things-right/

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