Operations Management in the Workplace.Understanding Goods and Services.The Concept of Value.Customer Benefit Packages.Value Chains.Value Chain Frameworks.A Framework for Operations Strategy.

Understanding Technology in Operations.Technology in Value Chains.Benefits and Challenges of Technology.Designing Goods and Services.Customer-Focused Design.Designing Manufactured Goods.Service-Delivery System Design.Service-Encounter Design.

Process Choice Decisions.The Product-Process Matrix.The Service-Positioning Matrix.Facility Layout.Designing Product Layouts.Designing Process Layouts.Forecasting and Demand Planning.Statistical Forecasting Models.

Resource Planning Framework for Goods and Services.Scheduling Applications and Approaches.Applications of Sequencing Rules.Influential Leaders in Modern Quality Management.The GAP Model. ISO 9000:2000. Six Sigma. Cost of-Quality Measurement.

Quality Control Systems.Statistical Process Control and Variation.Principles of Lean Operating Systems.Lean Tools and Approaches. Lean Six Sigma. The Scope of Project Management. Techniques for Planning, Scheduling and Controlling Project.