• High-level manufacturing or service managers who shape an organization’s operations
• Managers who want to improve existing operational systems
• Consultants and engineers who must justify the cost of improvement projects
• Production-control specialists
• Federal Government managers with oversight of institutional or organizational processes

• Linking the operational key performance indicators to the financial metrics and the operating system
• Customize policies according to your systems’ natural tendencies
• Analyze process flows to target improvement efforts
• Identify strategies for increasing throughput, shortening flow time, reducing variability and improving quality while managing risk and uncertainty
• Learn operations risk management

The Strategic Role of Operations

• Strategic operations framework
• Defining improvement

The Business Process Flows Framework

• Analyzing process flows: basic operational measures
• Linking operational metrics with financial metrics

The Toyota Production System

• Diagnosing common
• Lean tools
• Making improvements and Kaizen

Basic Process Dynamics

• WIP, flow time, throughput relationships
• Little’s Law
• Internal benchmarking
• Analyzing bottlenecks

The Corrupting Influence of Variability and Uncertainty

• Mechanics of congestion
• Batching effects
• Buffering with WIP, capacity and service
• Diagnostics

Data Driven Operations and Risk

• Noise versus signal
• Risk assessment
• Controlling a process
• Risk management strategy

Jan A. Van Mieghem - Academic Director; Harold L. Stuart Professor of Managerial Economics; Professor of Operations

Achal Bassamboo - Academic Director; Charles E. Morrison Professor of Decision Sciences; Professor of Operations; Co-Director of MMM Program

“Eye openers to the potential opportunities to improve the company's bottom line in the services industry. Since I am in the consulting services industry, [this program] gave me ideas that I look forward to trying out in my company.”
Associate Partner - Aon Mergers & Acquisitions, Hewitt Associates LLC

“In a concentrated but deliberate fashion, this [program] provided a thoughtful perspective on understanding variability in a variety of processes - manufacturing, services, non-profit, and how to qualitatively and quantitatively dissect them to provide a framework for continuous evaluation and improvement.”
Medicine, Cleveland Clinic

“Every operations specialist should have the skills from this [program] in their toolbox. The knowledge…is relevant, insightful, and immediately applicable in almost any operational setting.”
Executive Director Operations, Falken Tire