is The design, operation, and improvement of the systems that create and deliver the firm’s primary products and services.

• operations and supply chain management (OSCM)

• supply chain

• just in time (JIT)

• total quality control (TQC)

refers to processes that move information and material to and from the manufacturing and service process of the firm. These include the logistics processes that physically move product and the warehousing and storage processes that position products for quick delivery to the customer.

• Operations and supply chain management (OSCM)

• Supply chain

• Just-in-time (JIT)

• Total quality control (TQC)

the processes needed to operate an existing supply chain strategically. Here a firm must determine how anticipated demand will be met with available resources

• sourcing

• making

• delivering

• planning

the selection of suppliers that will deliver the goods and services needed to create the firm’s product. A set of pricing, delivery, and payment processes are needed, along with metrics for monitoring and improving the relationships between partners of the firm.

• planning

• making

• sourcing

• delivering

where the major product is produced, or the service provided. The step requires scheduling processes for workers and the coordination of material and other critical resources such as equipment to support producing or providing the service. Metrics that measure speed, quality, and worker productivity are used to monitor these processes.

• sourcing

• making

• planning

• delivering

logistics processes. Carriers are picked to move products to warehouses and customers, coordinate and schedule the movement of goods and information through the supply network, develop and operate a network of warehouses, and run the information systems that manage the receipt of orders from customers and the invoicing systems that collect payments from customers.

• planning

• delivering

• returning

• making

processes for receiving worn-out, defective, and excess products back from customers and support for customers who have problems with delivered products.

• returning

• delivering

• making

• planning

when a firm builds service activities into its product offerings to create additional value for the customer

• justi in time (JIT)

• product-service bunding

• lean manufacturing

an integrated set of activities designed to achieve high-volume production using minimal inventories of parts that arrive exactly when they are needed.

• total quality control (TQC)

• just in time (JIT)

• lean manufacturing

aggressively seeks to eliminate causes of production defects. Lean manufacturing to achieve high customer service with minimum levels of inventory investment.

• just in time (JIT)

• lean manufacturing

• total quality control (TQC)