In today's competitive environment, customer satisfaction and profitability are heavily dependent on operational excellence. Operations management is about designing internal processes and continually improving them to contribute to an organisation’s success and competitiveness. In particular, operations management deals with the efficient and effective use of resources in order to meet customer requirements at a reasonable price that allows an organisation to make a profit. Operations management is, therefore, central to any manufacturing and service organisation.

In this paper, students learn how to manage the operations of manufacturing and service organisations. How can operations be optimised? How can customer service be improved? How can a company streamline the flow of goods or customers? How should an organisation plan production and inventory? These and other issues are covered using case studies and practical examples.

Lectures, case-based analyses, group work learning and discussions for a blended learning experience. As this is a FLEXI paper, lectures are conducted synchronously on campus but online options will also be made available for those who wish to study remotely. Supplementary material will be available on Moodle to help students with the paper content as well.

There are no tutorials or workshops for this paper.