Answer to Question #134509 in Management for Lelane de Jager

Question #134509
Briefly discuss four different types of performance standards available to Uber and provide examples to support your answer
Expert's answer

Four types of Performance Standards in Uber

Performance standards are guidelines that are used by companies and other organizations for measuring if performance is acceptable. As a global company, Uber has performance standards that guide its staff on the proper conduct the company expects from them when dealing with customers to ensure high levels of customer satisfaction. The company's four types of performance standards include; quality, input, efficiency, and outcome.


Input performance evaluates the resources used to create a product or a service. For Uber, examples of input performance include the types of vehicles and mobile applications used. These inputs have to meet specific criteria to guarantee customer satisfaction. 


Quality is measured by meeting customer expectations. For Uber's case, quality performance standards include etiquette from drivers, cost-effective services, and timelines. Uber has to ensure that their customer receives quality services that create high levels of satisfaction.


Efficiency entails monitoring of the resources used and comparing it with the output. For instance, Uber has specific unit costs based on the cost of the trip per kilometer. This is used to compare and determine cost charged to consumers.


The outcome performance standard helps in determining the extent to which activity has impacted an individual. Uber uses this tool to identify the impact of its service to consumers efficiency and flexibility to travel.

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