A synthesis of concepts and managerial techniques which relate directly to processes involved in production systems from beginning to end. Concepts and issues in TQM and CQI are emphasized, including a general framework for quality in the production process using Crosby, Juran, Deming and other theory and design techniques in measuring quality by statistical processes, reliability and sampling techniques. Students develop expertise in analyzing and improving process flows, including flows of customers in service operations, material and information flows in order to improve overall efficiency and effectiveness of operations in general.

Prerequisite: MBAP5062 or equivalent