What is a process?recipe for pizza exampleProcess Maps (Flowcharts)Critical PathsCrashingProcess Maps symbolsSeries vs. ParallelWhy
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do we measure?
Whats a good metric?
types of metrics
bad metric
Process Velocity
Capacity Utilization
Cash to Cash Cycle
Quality
Dimensions of Quality (cars, phones, clothing, tv)
Dimensions of quality: service
Awards and Certifications
TQM
Benchmarking
Six Sigma
Reliability and Reliability with Backups
Condom Reliability Example
Reliability Example Pool Cleaner
Decisions Related to IT
SRM
CRM
RFID
What are the competitive priorities?
What's the difference between TL
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