Quality definitions and history. Business Excellence Model - MBNQA. Total Quality Management. Quality Leadership. Quality Standards: ISO 9000. Organising for TQM. Quality Planning and Error Prevention. Team building and quality. Training for quality. Quality improvement and communication. Quality tools and techniques. Cost of Quality. Benchmarking.
Operations Systems and the firm. Importance of Operations management. Types and characteristics of manufacturing and service systems. Production planning and control. Inventory Management. Production Routing and Scheduling. Quality Control.