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,
All of the products are bunched according to types and sorted in a logical sequence. Large trolleys are available for bulk purchase as well. The bakery and meat section is well designed and the kitchen is not visible, which looks clean. The fish section is automated in the sense that it had automatic water sprinklers, which keep the products fresh. The area in the middle of the store is not fully filled to the top, which gives a spacious feel to the place. A large number of customer payment counters at Metro reduces the amount of time a customer has to wait to pay for its purchase. * Advanced customer service
Professionalism today is always linked to consciousness and information. Therefore Metro has catalogues for each of their fields and newsletters which are sent to the customers. There is also a good delivery system. On some special days customers have the chance to taste some of the food articles. Moreover customers get several gifts depending on the range of their payment. There is also the option to do online-shopping. METRO Cash & Carry employs around 100,000 people around the world. In many countries they are among the largest foreign employers. Intercultural skills and the capability to think and act in global categories are indispensable qualities they value in their day-today operations. English is used as the common