The document discusses various aspects of electronic commerce (EC) adoption and applications at METRO Cash & Carry, a wholesale retailer. It provides statistics on the current and proposed usage of different EC frameworks, business models, portals, and applications. These include percentages for business-to-business commerce, supply chain management, customer relationship management, electronic catalogs, auctions, and more.

1. Iqra University ______________________________________________________ REGISTRATION NUMBER: 5599 NAME: Abdullah Raza PROGRAM: BBA-H COURSE: CAB-2 FACULTY: Mr.Faisal Saleem Mushabbar Final Report TOPIC: Application of EC in METRO ANNOUNCED DATE: wednesday 15 th April, 2009 DUE DATE: 6 th May, 2009

2. About METRO Cash & Carry METRO Cash & Carry – this name stands for one of the great success stories in modern commerce. The unique wholesale business-to-business model of METRO Cash & Carry is focused only towards professional customers such as hotels, restaurant, caterers as well as small and mid-sized retailers. METRO Cash & Carry offers this target group a greater efficiency than the multilayered supply chain thus helping them to improve their business: By offering them a one-stop solution for their purchases, by helping them to improve their assortment, by offering them high quality products at reasonable and transparent prices and by offering them a consistent supply source.

3. Logistics The goal of Supply Chain at METRO is to efficiently handle thousands of orders, shipments and deliveries and ensure that goods arrive at the right place at the right time. Supply Chain Management plays an important role in our high-performance logistics system and enhances our capacity to supply food and non-food products on a daily basis with consistent high quality, diversity and freshness.

4. Electronic Commerce(Page 4 Figure 1.1) 90% 80% Click-and-mortar 70% 40% Virtual Organization 10% 20% Brick-and-mortar Proposed Current Electronic Catalogs

5. The EC Framework, Classification & Content. (Page 7 Figure 1.2) 20% 10% E-Government -- -- Exchange-to-Exchange 10% 5% E-Learning 10% 5% Collaborative Commerce 15% 15% Business-to-Employees 65% 50% IntraBusiness EC -- -- Mobile Commerce 60% 50% Peer-to-Peer Applications -- -- Consumer-to-Consumer -- -- Consumer-to-Business 90% 80% Business-to-Business-to-Consumer(B2B) 40% 30% Business-to-Consumer(B2C) 80% 70% Business-to-Business(B2B) Proposed Current Classification

6. Revenue Models (Page 12 Figure1.3) 30% 20% Other Revenue Sources -- -- Affiliate Fees 40% 10% Advertising Fees 25% 20% Subscription Fees -- -- Transaction Fees 80% 80% Sales Proposed Current Revenue Models

7. Typical Business Models in EC (Page 14 Figure1.3) 60% 40% Supply Chain Improvers 80% 100% Membership 80% 30% Deep Discounting -- -- Bartering -- -- Information Brokers -- -- Value-chain service providers -- -- Value-chain Integrators -- -- E-Marketplaces & Exchanges -- -- Product & Service Customization -- -- Online Auctions -- -- Group Purchasing 40% 30% Viral Marketing -- -- Affiliate Marketing -- 70% Find the best price -- -- Name your own price -- -- Electronic Tendering Systems -- -- Online Direct Marketing Proposed Current Business Models

8. Business Pressures & Responses (Page 22 Figure 1.5) 80% 30% Knowledge Management 50% -- Sales Force Automation 30% -- Mass Customization 70% 50% Supply Chain Improvements 40% 30% Empowerment of Employees 50% 20% Reduction in Cycle-times 30% 10% Electronic Markets -- -- Business Alliances 95% 70% Customer Relationship Management 60% 50% Continous Improvement & Re-engineering -- -- Strategic Systems Proposed Current Organizational Responses

9. Information Portals (Page 41 Figure 2.2) 50% -- Voice Portals 60% 30% Mobile Portals 20% -- Personal Portals 100% -- Publishing Portals 30% -- Corporate Portals 60% -- Commercial Portals Proposed Current Portals

10. Electronic Catalogs (Page 462 Figure 2.4) Types of Auctions (Page 52 Figure 2.5) 100% - Integration with Business Standard - Degree of Customization Dynamic - Dynamics of Information Proposed Current Electronic Catalogs -- -- Many Sellers, Many Buyers -- -- One Buyer, Many Potential Sellers 100% -- One Seller, Many Potential Buyers -- -- One Buyer, One Seller Proposed Current Types of Auctions

11. Impacts of Auctions (Page 53 Figure 2.5) Improving Direct Marketing (Page 66 Figure 2.11) 100% -- As a Component in EC 40% -- As a Highly Visible Dist Mechanism 10% -- As a Social Mechanism 100% -- As a Coordination Mechanism Proposed Current Impacts of Auctions 100% -- Market Operations 100% -- Ordering Systems 100% 90% Advertising -- 100% Brand or Corporate Image 100% -- Improved Customer Service 100% -- Reduced Cycle Time 80% 10% Direct Savings 100% -- New Sales Channel 80% 40% Product Promotion Proposed Current Impacts on B2C Direct Marketing

12. Collaborative Filtering (Page 138 Figure 4.3) Online Market Research Methods (Page 142 Figure 4.4) Classifications of CRM Programs (Page 148 Figure 4.5) 100% -- Activity Based Filtering 100% -- Content Based Filtering -- Rule Based Filtering Proposed Current Collaborative Filtering -- -- Clickstream 10% -- Cookies, Web Bugs & Spyware -- -- Transaction Logs -- -- Customer Scenarios 100% -- Hearing Directly from Customers 100% -- Web-Based Surveys Proposed Current Methods 80% 50% Cross-sell/Up-sell -- -- Save or Win Back 100% -- Prospecting 100% -- Loyalty Programs Proposed Current Classifications

13. Scope of CRM (Page 149 Figure 4.5) Implementation of CRM (Page 151 Figure 4.5) Metrics in Customer Service and CRM (Page 152 Figure 4.5) 90% 30% Value-Added Service 100% 50% Customer-Centered Services 50% -- Foundation of Services Proposed Current Scope 100% -- Infrastructure 100% -- Software Technology 100% -- Improved/Redesigned Processes 100% 10% Commitments from People 100% -- Customer-Centric Strategy Proposed Current CRM -- 50% Navigability 20% -- Return Policy -- -- On-Time Order Fulfillment -- 100% Security & Privacy 100% 90% Timeliness 90% 80% Download Time -- 100% Site Availibity -- 50% Response Time Proposed Current Metrics

14. Customer Facing Application (Page 153 Figure 4.6) Customer Touching Application (Page 156 Figure 4.6) Customer Centric Application (Page 156 Figure 4.6) -- -- Field Service Automation 50% 10% Sales Force Automation 70% -- Auto responders 60% 10% Intelligent Agents in Call Centers 50% -- Customer Interaction Centers Proposed Current Applications -- -- Web Self-Service 50% -- Campaign Management -- 10% EC Applications -- -- Personalized Web Pages Proposed Current Applications -- -- Language Translation -- -- Voice Communication 100% -- Mobile CRM 50% -- Online Networking -- -- Data Analysis & Mining 50% -- Data Reporting & Warehousing Proposed Current Applications

15. Advertising Methods (Page 184 Figure 5.2) Advertising Strategies (Page 192 Figure 5.3) Pricing of Advertising (Page 196 Figure 5.4) 20% -- Advertising in Chat Rooms -- 100% URL's 75% -- Newspaper like Ads 100% -- Email Advertising 80% -- Interstitials 20% -- Pop-Up & Similar Ads 100% -- Banners Proposed Current Methods 50% -- Live Web Events -- -- Online Events & Promotions 20% -- Customized Ad - -- Ad as a Commodity 50% -- Viral Marketing -- -- Affiliate Marketing -- 100% Associated AD Display Proposed Current Strategies -- -- Actual Purchase -- -- Based on Interactivity 20% -- Based on Click-Through -- -- Based in Ad Views Proposed Current Methods

16. Virtual Services in B2B (Page 221 Figure 6.1) Procurement Methods (Page 231 Figure 6.5) Other Procurement Methods (Page 240 Figure 6.7) 20% -- Other Online Services -- -- Online Financing -- -- Online Stock Trading 20% -- Financial Services -- -- Real Estate 25% -- Travel Services Proposed Current Services 100% -- Collaborate with Suppliers 90% -- Group Purchasing 75% -- At Public or Private Auction Sites 100% -- Bidding or Tendering -- -- Internal Buyer's Catalog -- -- From Catalog of an Intermediary 50% 20% From Manufacturers Proposed Current Methods -- -- Purchasing Direct Goods 90% -- Group Purchasing 75% -- Buying at E-Auctions 100% -- Bidding or Tendering 75% -- Industrial Malls 100% -- Desktop Purchasing 20% -- Aggregating Supplier Catalogs Proposed Current Methods

17. Functions of Exchanging (Page 264 Figure 7.1) Ownership of Exchanges (Page 265 Figure 7.1) Governance & Organization (Page 266 Figure 7.1) -- -- Maintaining Exchange Policies 100% -- Facilitating Transactions -- -- Matching Buyer & Seller Proposed Current Functions -- -- The Consortia -- -- A Neutral Entrepreneur 50% -- An Industry Giant Proposed Current Ownership Model -- -- Services Provided by Exchange 60% 50% Site Access & Security 100% -- Membership Proposed Current Organizational Elements

18. External Communication (Page 279 Figure 7.6) Critical Factors for Exchanges (Page 287 Figure 7.9) 100% -- Shared Procedures -- -- Direct Application Integration -- -- Data Exchange 50% -- Web/Client Access Proposed Current Requirements 75% -- A Full Range of Services -- 100% Openness -- 80% The Right Governance 100% -- The Right Owners 60% -- Early Liquidity Proposed Current Factors

19. Supple Chain Parts (Page 301 Figure 8.1) Types Of Workflow Applications (Page 325 Figure 8.8) -- -- Downstream Supply Chain 100% -- Internal Supply Chain 60% -- Upstream Supply Chain Proposed Current Factors -- 80% Administrative workflow 100% -- Production workflow 60% -- Collaborative workflow Proposed Current Factors

20. E-Government (Page 345 Figure 9.1) Online Publishing Approaches And Methods (Page 353 Figure 9.3) 75% -- Government-To-Employees -- -- Government-To-Government -- 80% Government-To-Business 60% -- E-Government Proposed Current Factors 75% -- A Full Range of Services -- 100% Dynamic approach -- 80% Publishing intermediation approach 100% -- New medium approach 60% -- Online archive approach Proposed Current Factors

21. E-Learning(Page 358 Figure 9.4) -- -- E-Learning -- -- Implementing E-learning in Learning centers -- -- Online corporate training -- -- Virtual teaching and Online Universities -- -- E-Learning Proposed Current Factors

22. M-Commerce (Page 384 Figure 10.1) -- -- Smart phone -- -- Enhanced messaging service (EMS) -- 10% Short message assistance (SMS) 100% -- Personal digital assistance (PDA) 60% -- Mobile commerce Proposed Current Factors

23. Mobile Computing Infrastructure (Page 388 Figure 10.2) 75% -- Voice Systems for M-Commerce Interactive Voice Response Voice Portals -- -- M-Commerce Security Issues SIM-Based authentication WTSL and WIM -- 30% Mobile Networks Wireless LANs 100% -- Software -- -- M-Commerce Hardware Proposed Current Factors