Contents

• This assignment is based on the following assignment description –
• The scenario is that you are a manager of a high profile supermarket retail branch in a big city in Australia. This retail branch is one of the top five in the country and excels in excellent service and products. You are responsible for the effective and efficient operations of this branch. The branch staff seem to have taken the standard of their personal performance for granted, and the quality of service has started to decline. You have just completed a short course on operations management.
• Therefore, as the branch manager, answer the following question:
• What and how would you conduct an analysis of the supermarket retail branch operations, namely the service quality to re-establish the status of the branch, in terms of process and capacity design?
• You are expected to explain what and how you plan to do it; and discuss what strategic decisions you intend to take to make the operational activities impeccable.
• You are expected to identify and explain the factors that make the branch operations effective, efficient, productive and excel in customer service.

Description

As the branch manager the following report is aimed at explaining the methodology used to conduct an analysis of the supermarket retail branch operations in order to optimize the quality of the service at the store. In order to do so, a systems approach to operations management will be adopted. Tools such as gap, analysis and lean six-sigma will be used to analyze the operations at the branch. For better understanding various concepts and terms used are defined.