ASSIGNMENT

ENTERPRISE RESOURCE MANAGEMENT SYSTEM

SUBMITTED TO:

Mam Maham

SUBMITTED BY:

Rimsha Maryem

ROLL NO:

BSEF16M017

CLASS:

BSSE (7thRegular)

ASSIGNMENT:

Implementation of ERPS life cycle to any of Enterprise Organization

University of Sargodha
CS & IT (Computer science & information Technology
ONLINE CAB COMPANY (i.e CAREEM)
Careem is a transportation network company based in Dubai, with operations in over 100 cities in
14 countries in the Middle East, Africa, and South Asia. The company was valued at over $2
billion as of 2018. In March 2019, Uber acquired Careem for $3.1 Billion.

Careem was co-founded by Mudassir Sheikha, a native of Pakistan and Magnus Olsson
of Sweden, who had both worked as management consultants at McKinsey & Company. It started
operating in July 2012 as a website-based service for corporate car bookings, and evolved to
become a transportation network company with car hire for everyday use.
In 2015, the company acquired a Saudi-based home service company and the Abdulla Elyas, joined
Careem. In 2017, the company announced a program to extend maternity leave and hire more
women. In June 2017 Careem launched operations in Palestine as part of a commitment to create
one million jobs in the Middle East and North Africa region by the end of 2018. In January 2018
they became the first ride-hailing service to launch in Baghdad. The company also has locations
in Najaf and Erbil, Iraqi Kurdistan.
It was announced in February, 2018 that Careem has acquired Round Menu, a restaurant listing
and food ordering platform that operates across the Arab world. In August 2018 Careem said they
would be launching bus services, starting with cities in Egypt.
In May 2019, Careem announced the acquisition of UAE-based bike sharing startup Cyacle which
will re-brand as Careem Bike. This taxi service is much more like Uber as it is also majorly
operated by a mobile app (web portal exists too). However, it should be noted here that the stability
and consistency of Careem are some of its best aspects. The service started in Pakistan over two
years ago and since then, it has expanded to 13 cities with the option of cash, card, wallet & prepaid
package payment options. With Careem, users have the options of Bike, mini car, Go, Go+ and
Business cars. There is Air too but only for Lahore city. If you wish to travel between cities,
Careem has opened the option for that well, but its limited. To book a ride, register/sign in, choose
a vehicle type, select a payment option and press Chalo! Careem is available to use via iOS,
Android and Web platform. The first in line of online taxi services is Careem. Available
in Karachi, Lahore, Islamabad, Peshawar, Hyderabad, Multan, Quetta, Sialkot, Gujranwala,
Faisalabad, Sargodha, Abbottabad and Mardan.

VISION
To provide good services and ease to passengers.
MISSION
Careem made it a priority to impact their lives in a better manner- and this made sound business
sense as well. “It is a deeply held passion to help improve their lives; it’s what makes it meaningful
for us,”

ERPS Life Cycle

• Pre selection Process

At Careem you’ll be empowered to drive impact across a region of 600 million people, whether
you’re creating codes for our Super App or finding new ways to bring our platform to the people
in your city. You’ll have the opportunity to learn and grow every day, and develop alongside
talented and inspiring people from around the world.
For those of us watching the on-demand industry in the Middle East, the sheer size of Careem’s
latest funding round (and, of course, the value that the Abraaj name by itself will bring to the
brand) has caused it to take a renewed interest in the company’s rivalry with fellow car-booking
service Uber, which started operations in this region in 2013. It is perhaps ironic then that
Careem has often been referred to as the Uber of the Middle East, a description, which, while
helpful in increasing exposure and awareness, if you look at how careem started the business
three years ago- when it started, it didn’t say, let’s see what’s happening in the rest of the world
and bring it to the Middle East. It’s origin was: let’s find a local problem, and solve that local
problem. That’s where it started. So,actual problem is to fix the transportation. Careem made it a
priority to impact their lives in a better manner- and this made sound business sense as well. “It
is a deeply held passion to help improve their lives; it’s what makes it meaningful for us,”

• Package Evaluation
Here it explains how Careem started off as a corporate-focused website that would allow people
to pre-book vehicles to take them to their required destinations- the company eventually moved to
targeting the general public with its service, but even then, the idea was to do it in a way that made
sense for this particular region. “So the whole operating model that provides this service is quite
different,” Careem declares. “We have call centers, for example, that not only support the
customer, but support the captain as well- because it believe that to offer a reliable and accessible
service in these markets, you need that ability. Company realized that maps in this region are not
accurate- so we actually built our own maps.

Careem made it a priority to impact their lives in a better manner- and this made sound business
sense as well. “It is a deeply held passion to help improve their lives; it’s what makes it meaningful
for us,” Sheikha explains. “And at the same time, a happy captain makes a happy customer. So the
thing is it’s very good for business as well. These people are, by the way, the single most important
factor in the quality of service you get: the app would be super amazing, and the cars will be very,
very nice as well, but if the captain does not give good service, doesn’t treat you well, doesn’t open
the door for you, does not make you comfortable in the car, then everything else is immaterial.
And if he’s not happy, then he cannot deliver amazing service. So we recognize it is business
critical as well to make sure that we look after them and keep them happy, for them to deliver the
kind of service that we want delivered to our customers.”

• Project Planning
As Olsson and Sheikha told me about all of the principles and goals of Careem, he focus is not on
money- the focus is on impacting the lives of people, and building an awesome organization that
inspires. And if we get there, other things will follow- shareholders will make money, people here
will make money- we’ll be fine. But let’s not focus on money. It’s the wrong focus- it makes you
do things that are short-term, it makes you do things that are not right. The focus has to be on doing
the right thing, and taking a look at the long-term success of this venture.” Once we get there, this
will bring money for the employees, for the investors, for everyone- but it’s in that kind of
perspective.” So when do the co-founders think Careem will break-even? “The business plan
always had a multi-year journey to breaking even,” Sheikha says. “In the current [scenario], we’ll
probably need funding for another couple of years before the business breaks even. So it’s still in
that journey to build scale until this breaks even. So yeah, a couple more years is what we expect.”

To give the enterprise its due, Careem certainly does not seem to be taking things slow in its
roadmap to breaking even. Sheikha and Olsson reveal that further expansion is on the cards- this
includes increasing their presence in markets Careem is already in (cities like Dubai, Jeddah,
Riyadh and Cairo), and also introducing its service to smaller cities in these countries as
well. Careem has to hire IT specailists to integrate the system and maintain database by using ERP
system.

• Gap Analysis
➢ Gap 1 is the distance between what customers expect and what managers think they expect
- Clearly survey research is a key way to narrow this gap. A highly paid executive expects
cabs to be available at earliest possible, and is less concerned about the pricing. However,
taxi services are fighting the price war.
➢ Gap 2 is between management perception and the actual specification of the customer
experience - Managers need to make sure the organization is defining the level of service
they believe is needed. Management perceives once customer books a cab away from its
current location he is booking for someone else, thus cab driver is expected to call person
who would be riding. But, on contrary cab driver always calls the person who booked the
cab
➢ Gap 3 is from the experience specification to the delivery of the experience - Managers
need to audit the customer experience that their organization currently delivers in order to
make sure it lives up to the spec. Meru Cab drivers are expected in uniform, but there are
gaps and sometimes drivers are not in proper uniform.
➢ Gap 4 is the gap between the delivery of the customer experience and what is
communicated to customers - All too often organizations exaggerate what will be provided
to customers, or discuss the best case rather than the likely case, raising customer
expectations and harming customer perceptions. Ola cabs advertises its USP to provide
pre-booking of cabs, however in the event of cab unavailability it results in negative
customer perception.
➢ Gap 5 is the gap between a customer's perception of the experience and the customer's
expectation of the service - Customers' expectations have been shaped by word of mouth,
their personal needs and their own past experiences. Routine transactional surveys after
delivering the customer experience are important for an organization to measure customer
 perceptions of service. Cab services Careem actively changes the way it collects feedback
from its riders. This delivers a totally different insight about drivers and riders

• Reengineering
As system solutions are discussed in previous phase of ERPS Lifecycle would be re-design and
re-engineered by System developers so that functions would become more effective and
automated. All information of rider, captain system managers are stored in servers and these severs
may share their data with eachother globally.. And provide the secure environment for the IT
infrastructure.

• Configuration
Careem Implement and integrate functions of ERP system and records each individual personnel
records and maintain data in system as user have to login once on app. They integrate the entire
individual server to single city server and then all the city server to a single global server and
configure the entire server for working properly with each other.

• Implementation Team Training

Careem’s captains are another factor in how it has managed to stand out as a startup enterprise-
the company has invested a lot in training and educating all of the captains with them, and the
results are there for everyone to see. Sheikha says that given the unfortunate way this workforce
has often been treated (and regarded) in this region so far, Careem made it a priority to impact
their lives in a better manner- and this made sound business sense as well. They provide training
to old employee as well as new hired employees for working effectively with new system. For this
purpose they manage training sessions for each city.

• Testing
Careem app or website may not work due to poor connectivity of internet because its major
constraint is that it works on intenet. Sometimes organisations may hack their system to perform
system testing. Careem app is designed by IT Experts and Software Enginners. After integrating
all the servers, these have to check for integration test. They hired the IT specialist for testing the
each server as well as the integration of each server with other record. They found a lot of problems
but after some time they manage all the bugs.

• End User Training

Careem spent a tremendous amount of time in training and coaching these captains, who may not
be as sophisticated as they might be in other markets- people take them for granted. So when
people say Careem is the Uber of the Middle East, it doesn’t recognize how we started and the
whole mindset that we have of solving local problems-They train the captains regularly and also
have tutorials and documentation for customers help.

• Going Live
Careem app is remarkable app and has upto the mark results and is reliable and efficient enough.

• Post Implementation Phase

They heir and train the new captains and employee for the maintenance and updation of the app.