Overview

This theme focuses on quality in an operations context. It shows how you, as a manager, can add value to the processes that you manage by adopting operations management practices. In particular, you explore two aspects of operations management:

• Design-both the design of products and services you supply and the design of the operational processes used to create and deliver them.

• Planning and control-how you manage those operational processes on a day-to-day basis so that you are able to fulfil customer demand.

You will:

• Define operations management and identify five performance measures for quality operations

• Explore processes for designing products, services and operational processes that meet business goals

• Identify key activities and issues in planning and control

• Examine two techniques for the measurement and control of operations.