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Introduction to Operations Management (Reading 11), "....is…

- - - - Output
        
        customer satisfaction
        
        unit costs (profitability)
        
        products & services
        
        environmental impact
      - process design
      - work-in-progress
      - planning & scheduling
      - process flow
      - progressing & control
      - system improvements
- - - - quality assurance is important
      - control activities to check plans are conformed to
      - timetable or schedule activities (including the arrival of inventory, staff shift patterns & sequence of work)
      - systems need to be in place to alert the OP to issues with stock, poor quality & late deliveries
    - - lead process improvements - performance improves over time
      - responsible for continuous process improvements
      - can oversee thousands of improvement activities each year
    - - to meet customer needs efficiently & effectively
      - dictated by the design of the system - badly developed systems will deliver bad outputs
      - work with other departments to design & develop processes