International Operation Management

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4/15/2011
SUMBITED TO: | Sir.Randolph Johnson|
improvement analysis| international operation management|

Contents:
Page no Introduction………………………………………………….. 3 Service design process………………………………………. 5 Product design and process design…………………………. 8 Capacity management………………………………………. 10 Quality management………………………………………… 12 Conclusion……………………………………………………. 15 References……………………………………………………. 16

* Introduction:

Metro Cash & Carry :
Started in 1964 in Germany with a unique concept which provides full-service solutions from purchase to delivery for professional customers, Metro Cash & Carry has achieved the position of the international leading player in self- service wholesale. Key Facts:

It is available with more than 670 stores in 31 countries and operates in eleven time zones over the world it has 100.000 employees across the world and about 50.000 food & nonfood products under one roof. The company made around € 31 billion sales revenue in financial year 2009 and was listed in the stock exchange market as ‘Metro AG’ in 1996. The company operates the following sales divisions:

* Metro and Makro Cash & Carry
* Real: A hypermarket operator.
* Media Market and Saturn
*Media Market is a consumer electronics company.
* Saturn is an electronic media chain.
* Galeria Kaufhof: A department store

This report is about how this enterprise is structured and what their entrepreneurial thinking is about their capacity, quality and product/service design process. Furthermore it will also explain the reason behind the choice of their business concept and specify the advantages they have. * Philosophy – The key to the success

Freshness, availability, high quality for low price and professional service are the main reason for the growth of their customers. They also attach great importance to a close cooperation with local producers and suppliers which builds trust and increases the level of acceptance. International expansion is a significant part of their corporate strategy. Customer is king – business to business model

The target is to exactly meet the needs of the registered professional customers who hold a business license, such as hotels, restaurants, caterers, small retailers and offices. Instead of placing orders for the delivery of goods through multiple vendors, customers can select their own purchase directly at the store. Few of the key factors on which metro win customers are:

Trust and Respect: Everybody´s opinion count and they treat every person who comes in the store the same way Open Door Policy: They avoid organizational barriers and they encourage change and sharing of ideas i.e. they appreciate two way communications. Empowerment to Personal Responsibility: They consider “making mistakes” as part of the game and that is why they let there employees to take risks. Be a Role Model: They demonstrate commitment and enthusiasm

Recognition and Reward: They consider honest and transparent feedback as a “must” and they reward high performance Team Spirit: They encourage maximum team engagement and knowledge Positive Working Environment: They guarantee a safe and healthy working environment and innovation and creativity is always encouraged. Corporate Social Responsibility: They are committed to the principles of social responsibility According to metro they have listed 10 good reasons why you should become a customer * Lowest possible price

* Stock availability
* One-stop shop
* Extensive business hours
* Quality guarantee
* Free parking
* After sales service
* Promotional activities
* Simple but comprehensive billing system
* Great value for money

SERVICE DESIGN PROCESS:
Service Design can be defined as the means of planning and organizing people the infrastructure of the...
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