Convenience

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Part 5:
Controlling
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effectiveness. As in any organizational endeavor, execution is the difference
between success and failure, and a study of the Orpheus approach to
management has revealed a variety of reasons for the effectiveness of
teamwork
within
the
ensemble.
Every
member,
for
example,
clearly
understands the group’s purpose and mission; every member’s role is clearly
stated and agreed on, and all members perform an equal amount of work in
meeting the group’s objectives.
1
In this chapter, we explore operations management, quality, and productivity. All these
topics figure in our opening story about Orpheus, which has taken a highly innovative
approach to each of them. To better understand why Orpheus operates as it does—and
why it’s successful in doing so—we’ll take a closer look at the basics of each of these
factors in organizational performance. We first introduce operations management and
discuss its role in general management and organizational strategy. The next three
sections discuss the design of operations systems, organizational technologies, and
implementing operations systems. We then introduce and discuss various issues in
managing for quality and total quality. Finally, we discuss productivity, which is closely
related to quality.
THE NATURE OF OPERATIONS MANAGEMENT
Operations management is at the core of what organizations do as they add value
and create products and services. But what exactly are operations? And how are
they managed?