Università Roma Tre

Quality Systems & Operations management studies the business processes by which inputs are transformed into products and services that customers want and are willing to pay for. This course will provide students with the managerial tools to understand and articulate the impact of the organization’s business processes and the ability to analyze and continuously improve these processes to create more value for all stakeholders – customers, employees, shareholders, and the community. After introducing the topics of operations strategy, forecasting and modeling we move on to choosing the proper process type and analyzing process flows. The teaching method provides teamwork and discussions and it enables students to experience the proposed contents through case studies in an interactive way. Students that attend the course will be able to implement the operative tools in different organizations.

Syllabus
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
o The 5 Key performance objectives (quality, speed, dependability, flexibility, cost)
o The 4 Ways (volume, variety, variation, visibility)
o Strategy and Operations strategy
o The case of Eataly
o Assignment on IKEA

3. Operations strategy
o Theoretical framework (Hill model, Kaplan and Norton)

4. Customer focus
o The customer profile
o Complaint management
o Customer feedback models, methods and tools. (GAP model and Servqual, Kano model and methodology)
o Developing CS survey through quantitative and qualitative techniques.
o Qualitative methods. Focus on Ethnography & Netnography.
o Assignment on Netnography

5. Product and service design.
o The design process
o The Quality Function Deployment
o QFD and Kano model assignment.

6. Process Technology and Innovation.
o PT For materials, information, customers
o Introduction to Innovation and Open Innovation
o Start up

7. Process management and design.
o Classification of process
o Process mapping (flow chart, cross-functional flow chart, service blueprinting, value stream map) and Key performance indicators

8. Process types/Layout.
o Manufacturing and service process types
o Layout types and design

9. Supply chain management.
o Introduction
o Activities of the SCM
o Developing lean operations. Just in Time.

10. Capacity and inventory management.
o Reconciling capacity and demand
o Managing the inventory

11. Managing Quality Systems
o International standards and voluntary certification. Focus on the standard ISO 9001:2008 and 2015
o Assignment: ISO 9001 in your Country. Development and a case study of a certified company.

Operations Management 6th edition by Nigel Slack, Stuart Chambers, Roberta Johnston
Chapters: 1, 2, 3, 4, 5, 15, 17, 18, 19, 20

Quality Systems Operations management studies the business processes by which inputs are transformed into products and services that customers want and are willing to pay for. This course will provide students with the managerial tools to understand and articulate the impact of the organization’s business processes and the ability to analyze and continuously improve these processes to create more value for all stakeholders – customers, employees, shareholders, and the community. After introducing the topics of operations strategy, forecasting and modeling we move on to choosing the proper process type and analyzing process flows. In particular, the variability of input and process flows has a considerable impact on process performance that requires managerial levers to plan for and control it. We then focus on process improvement approaches to more efficiently and effectively synchronize the flows of materials and information through a network of processes. The teaching method provides teamwork and discussions and it enables students to experience the proposed contents through case studies in an interactive way. Students that attend the course will be able to implement the operative tools in different organizations.
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
o The 5 Key performance objectives (quality, speed, dependability, flexibility, cost)
o The 4 Ways (volume, variety, variation, visibility)
o Strategy and Operations strategy
o The case of Eataly
o Assignment on IKEA

3. Operations strategy
o Theoretical framework (Hill model, Kaplan and Norton)

4. Customer focus
o The customer profile
o Complaint management
o Customer feedback models, methods and tools. (GAP model and Servqual, Kano model and methodology)
o Developing CS survey through quantitative and qualitative techniques.
o Qualitative methods. Focus on Ethnography & Netnography.
o Assignment on Netnography

5. Product and service design.
o The design process
o The Quality Function Deployment
o QFD and Kano model assignment.

6. Process Technology and Innovation.
o PT For materials, information, customers
o Introduction to Innovation and Open Innovation
o Start up

7. Process management and design.
o Classification of process
o Process mapping (flow chart, cross-functional flow chart, service blueprinting, value stream map) and Key performance indicators

8. Process types/Layout.
o Manufacturing and service process types
o Layout types and design

9. Supply chain management.
o Introduction
o Activities of the SCM
o Developing lean operations. Just in Time.

10. Capacity and inventory management.
o Reconciling capacity and demand
o Managing the inventory

11. Managing Quality Systems
o International standards and voluntary certification. Focus on the standard ISO 9001:2008 and 2015
o Assignment: ISO 9001 in your Country. Development and a case study of a certified company.

Operations Management
6e by Nigel Slack, Stuart Chambers, Roberta Johnston
Chapters: 1, 2, 3, 4, 5, 15, 17, 18, 19, 20