Posted: September 7th, 2015

Process activity chart

Operations – Design, quality and performance
S4- Process- Design, quality and performance

Discussion Questions
1. Draw a process ACTIVITY chart for the processing of a book order from an internet site.

2. How do customers define product and service quality?

3. What is the purpose of Total Quality Management (TQM)?

4. Discuss the main issues involved in the implementation of a CONTINUOUS improvement effort.

Chapter(s) 8, 17 and 18

Andrew Greasley, 2009. Operations Management. 2nd Edition. Wiley. ISBN-10: 0470997613

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