Dr David Bamford joined Manchester Business School in 2000. He is an experienced industrialist/academic and a Senior Lecturer in Operations Management. In 2009 he was awarded the University of Manchester Distinguished Achievement Medal - Teacher of the Year 2009; in 2006 he won the University of Manchester Award for Teaching Excellence. His research interests include healthcare systems reform and review, strategic change management and organisational systems design. His many teaching/programme administrative activities have included: Director - NHS Leadership Programme, an MSc programme for senior NHS Directors in partnership with PriceWaterhouseCoopers; University lecture programmes in Operations Management (MBA and BSc); Quality Management: Concepts & Practice (BSc & MSc); Quality Management: Tools & Techniques (BSc); Business Improvement Tools & Techniques (MSc); Organisational Change (MSc). Dr Paul Forrester is a Senior Lecturer in Operations Management and Director of a Full-Time MBA. His research interests lie in the strategic, design and organizational issues of managing operations, the extension of operations management concepts to service organizations, and the management of technology transfer projects. Though his early work was predominantly UK-based, the research has become increasingly international in nature, the latter having included studies of the impact on companies of foreign direct investment and technology transfer, and comparative studies of operations management practices in the emerging economies of Pacific Asia and Central/Eastern Europe.

1 Operations Management in Context 1

2 Designing Business Processes 25

3 Designing Products and Services 51

4 The Transfer of Technology 67

5 Controlling Enterprise Resources 79

6 Developing Lean Operations 103

7 Managing Projects 121

8 Managing Operations Strategically 133

9 Managing Quality Systems 155

10 Improving the Operations 175

11 Making It All Work! 207

Selected References 211

Index 213