1) Introduction to Quality systems & Operations Management
Service operations management.
The quality management pillars: customer focus, process management, systemic approach, HR involvement, factual approach, supplier engagement, continuous improvement, leadership.
The internal and external perspective: efficiency and efficacy
2) Operations strategy. Focus on scaling up
The 5 Key performance objectives (quality, speed, dependability, flexibility, cost)
The 4 Ways (volume, variety, variation, visibility)
Strategy and Operations strategy
The case of Eataly
Assignment on IKEA
3) Operations strategy
Theoretical framework (Hill model, Kaplan and Norton)
4) Customer focus
Customer feedback models, methods and tools. (GAP model and Servqual, Kano model and methodology)
Developing CS survey through quantitative and qualitative techniques.
Qualitative methods. Focus on Ethnography & Netnography.
Assignment on Netnography
5) Product and service design
The design process
The Quality Function Deployment
QFD and Kano model assignment.
6) Process Technology and Innovation.
PT For materials, information, customers
Introduction to Innovation and Open Innovation
7) Process management and design
Classification of process
Process mapping (flow chart, cross-functional flow chart, service blueprinting, value stream map) and Key performance indicators
8) Process types/Layout
Manufacturing and service process types
Layout types and design
9) Supply chain management
Activities of the SCM
Developing lean operations. The Just in Time.
10) Capacity and inventory management
Reconciling capacity and demand
Managing the inventory
11) Managing Quality Systems
International standards and voluntary certification. Focus on the standard ISO 9001:2008 and 2015
Assignment: ISO 9001 in your Country. Development and a case study of a certified company