Overview of the Case

In this time of crisis, a lot of businesses were forced to shut down for while in
accordance of the policies and procedures to follow because of the pandemic outbreak. The
business industry didn’t stopped right there because of the help of our modern technology. A
lot of entreprenuers chose the online space to continue the operation of their business and to
satisfy customers’ needs. Delivery is one of the available options to send the item/s despite the
long distance from the seller to the buyer. Some deliveries only took hours to wait for the
products to receive by the customer like fast foods, frozen foods, groceries and other stuffs that
needs to be delivered within the day. On the other hand, other deliveries requires a lot of
patience because these items need some time to be packed and sort out for the customer’s
preference of good quality.
J&T Express is an express delivery company supported top-notched modernized e-
technology with tagline “Express Your Online Business” which positions their brand because the
core of e-commerce express. The company was established in Indonesia last 2015 to launch
door-to-door free pick-up business. In 2016, it became the 2 nd highest rank in Indonesia. They
decided to expand in the next year by 4,000 branches, hired 30,000 employees and 100
distribution centers. As they expand in other parts of Indonesia, they also decided to go for
other countries so in 2018, they expanded to Malaysia, Vietnam, Thailand and Philippines. Last
year was the grand launch of the company here in our country and it was also start of their
partnership to one of the top e-commerce giant: Shopee. In November 2019, the company sets
a record for the 11.11 big day sale. J&T Express Philippines currently has more than 10,000
staff, 400 branches and 300 delivery vehicles. Their latest expansion was in China.
Their company upholds a vision of being the best e-commerce delivery company in
Southeast Asia which is going to be possible if they continue their operations smooth for their
customer’s satisfaction. As an express delivery company, their mission is to significantly realize
a more practical and efficient online business and to effectively encourage the development of
their business partners to be bigger and stronger. Their business partners were known
worldwide such as Shopee, Smart Communications Inc., PLDT Inc., and Jet Commerce.

The Problem
The problem of the case study revolves on the services of J&T Express. During
the General Community Quarantine (GCQ) lockdown, online shopping is a big hit, therefor,
shipping’s all over the country is being conducted. It focuses on the viral video wherein
personnel of the company’s not following the normal practice of the company’s standard
operation: with mishandling parcels on the floor, not wearing proper uniform, careless handling
of parcels, and personnel not wearing personal protective gears, such as, face shield and mask.
Thus, being exposed to the dangers of the virus that could affect other personnel and/or parcel
receiver. Considering what we have witnessed in the video, the main problem of this case study
— the company failed to implement its standard operation in the warehouse.
Through the problem-solving model, the J&T Express will be able to determine and solve
the circumstances faced by the company specifically its main problem. As seen in the chart
there are ten (10) steps in problem-solving. Currently, the company is under legal investigation,
which is in step 1, defining the problem.

Objectives
This case study aims to achive the following objectives:
 To understand why did the J & T Express failed to carry out its standard operations and
care within its warehouse especially at times of fortuitous event
 To comprehend why the workers resorted to such unreasonable actions such as not
wearing the proper uniform and Protected Personal Equipment (PPE) and irresponsible
handling of parcels assuming that they were familiarized with its standard operation and
care within the warehouse
 To evaluate best solutions to assist J & T Express to cope up with its failure to administer
their employees
 To give recommendations to its implementation of the standard care and overall service
pf their workers to rekindle its relationship and entrust the parcels of their customers

Viewpoint
The viewpoint for the case study on J&T Express is the senior management of the
company, which also represents as the third line of defense. It focuses on this perspective to
see on how would the committee resolve this kind of problem, especially in this time of crisis.
Their number one mission is to the development of their business partners to be bigger by
means of satisfying their target market. The role of the senior management is very critical since
they need to follow a step by step process of decision making because their final decision would
greatly affect the operations of the company. Given this problem, it is important to make use of
their and decision-making skills to protect and discipline their employees up to the extent of
customer’s satisfaction.

Time Context
Astonished by the incident that happened last week June 23, 2020, about the
mishandling of the parcels of one of the most trusted shipping company, J&T Express. The video
of the workers inconsiderately throwing the package inside the truck had been viral and blew
the social media last week. As a further matter, the workers has seen topless or without their
proper uniform. Hygiene is necessary during this time of pandemic; moreover the management
is conducting further investigation towards the case.

Case Facts
 It was in the last week of June 2020 when a video went viral in the social media. It was
avideo of the staffs of the J&T Express, a local courier company, were recklessly hurling
the packages inside their truck.
 According to Coconuts Manila (2020), the J&T said that they would like to take the
responsibility for the incident and assures the public that they considered it as an
 isolated case wherein they will monitor their branches and warehouses for a whole day
with strict protocols for handling the shipments.
 They also included that they have already identified the people who were included at
the incident or video and will receive proper sanction for their deed. Moreover, as for
their customers, they said that they have plans in giving incentives to their loyal
customers, however, there was no statement regarding the compensation for the
damages for the deliveries.

In accordance with the issue, according to Aguilar (2020), a writer from Philippine
Inquirer, President Duterte threatens to shut down the J&T Express for the mishandling of the
packages. In addition, the President also ordered the Criminal Investigation and Detection
Group or CIDG, the National Bureau of Investigation, and the Bureau of Internal Revenue to
investigate the said courier company. The President also added that due to the massive
complaints, he will close the courier company whether they like it or not after the investigation.
However, the courier company still does not have responded on the President’s
pronouncement.

CONCLUSION
As we evaluate and analyze the services of J&T Express case study issue, the company
should establish correct handling of the packages, proper wearing of uniform for the employees
and proper hygiene during this pandemic. Provided by the company’s mission and vision
statement, effective leaders should ensure that staffs are committed to the vision and mission
throughout the organization. Each staff must show professionalism to their job even if this is
easy or hard job. The findings suggest that in order to empower the staff of J&T Express, a
deliberate attention to the development of their professionalism is needed. Findings revealed
that notions of professionalism expressed by the staffs are as activist professionalism. These
common themes demonstrate some of the necessary ingredients for successful services to the
customers. Therefore, a realistic mission and vision statement always support to achieve the
organizational goals.