This course provides knowledge and skills that are critical for effective control over planning and execution of strategies and processes. The course begins with a discussion of best practice frameworks, including the Baldrige Award, ISO 9001, CMMI, and the eSCM-SP, that provide a foundation for organizations that aim to consistently provide high quality services in a cost-effective manner.

The course continues with a discussion of measurement-driven approach to process and quality improvement, including Six Sigma and statistical process control. Covers fundamental issues such as measurement of service quality, effectiveness of service level attributes, control of service processes, and analysis of process variation. Relying on the students knowledge of statistics and decision analysis, this course teaches them how to apply statistical techniques in a service provider context.

The contents of this course reflect best practices in the application of systems and industrial engineering techniques, which are characteristic of superior service organizations.