Introductory description

To support future managers and consultants in managing and improving processes in any industry
To provide start-of-art definitions and models to describe the main components of a process
To provide start-of-art models, concepts and tools to define and measure the performances of a process
To provide start-of-art models, concepts and tools to prioritize areas of improvements in a process
To provide start-of-art languages and techniques of process mapping to describe the flow of activities in a process
To provide start-of-art models, concepts and tools to analyse and diagnose the shortcomings of a process
To provide start-of-art models, concepts and tools to design process improvement solutions
To compare alternative approaches to process improvement, with insights on their strengths and weaknesses
To make decisions on what (combinations of) improvement tools and frameworks are appropriate in given circumstances
To enable interactive discussions about the choice and applications of models, concepts, tools and languages in multiple contexts of application, e.g. through comment sections, discussion forums
To facilitate collaborative discussions and applications of the models, concepts, tools and languages among students, e.g. through group work and discussion forums

Module web page

Module aims

Outline syllabus

This is an indicative module outline only to give an indication of the sort of topics that may be covered. Actual sessions held may differ.

The module will:

Define the process through descriptive tools
Measure the performance through key performance indicators
Prioritize areas of improvement through importance-performance matrix
Analyse the process through process mapping and diagnostic tools
Improve the process in four steps (quality system, process redesign, waste elimination and benchmarking)
Control the results through process control techniques

Learning outcomes

By the end of the module, students should be able to:

• Define key concepts of process improvement, such as performance, benchmarking, just-in-time.
• Gain an ability to apply and critically evaluate a number of process improvement tools and techniques for analysing and improving operations.

Indicative reading list

Bicheno, J. (2012) The service systems toolbox: integrating lean thinking, systems thinking, and design thinking. Buckingham: PICSIE Books.

Dale, B.G. and Bunney, H. (1999) Total quality management blueprint. Oxford: Blackwell. Dumas, M. (no date) Fundamentals of business process management. Berlin: Springer. Available at: https://0-link-springer-com.pugwash.lib.warwick.ac.uk/10.1007/978-3-642-33143-5.

Kaplan, R.S. and Norton, D.P. (2004) Strategy maps: converting intangible assets into tangible outcomes. Boston: Harvard Business School Press.

Liker, J.K. (2004) The Toyota way: 14 management principles from the world’s greatest manufacturer. New York: McGraw-Hill. Available at: https://www.vlebooks.com/vleweb/product/openreader?id=WarwickUni&isbn=9780071435 635.

Neely, A.D., Adams, C. and Kennerley, M. (2002) The performance prism: the scorecard for measuring and managing business success. London: Financial Times/Prentice Hall.

Slack, N. and Brandon-Jones, A. (2019) Operations management. Ninth edition. Harlow, England: Pearson. Available at: http://ebookcentral.proquest.com/lib/warw/detail.action?docID=5751937.

Slack, N., Brandon-Jones, A. and Burgess, N. (2022) Operations management. Tenth edition. Harlow, England: Pearson.

Subject specific skills

Understand the use and limitations of key models, tools and languages of process improvement, e.g. the importance-performance matrix.

Apply the models, concepts, tools and languages of process improvement in real- life case scenarios.

Compare and contrast the different models, tools and languages, to understand which are more appropriate in different circumstances.

Select an appropriate approach of process improvement (or combination of), based on their advantages, limitations and costs of models, tools and concepts.

Transferable skills

Identify cases requiring business process improvement.

Develop and demonstrate analytic and critical skills through case study analysis.

Conduct independent research using primary and secondary data.

Demonstrate rigor and creativity in recommending improvements to business processes.

Demonstrate written communication skills.