1
CHAPTER 1: PRODUCTS, PROCESSES, AND PERFORMANCE
1.1 Objective
This chapter is closely related to chapter 2 and both form the basis of the first module, titled “Process
Management and Strategy.” This module forms the high-level introduction of process management by
emphasizing its role in the overall enterprise.
Chapter 1 is the introduction to process management with the objective to deliver products that customers
want. We typically teach this chapter in one 100-minute class, typically the opening class of our courses
in operations. We stress at the beginning the two views that we will take of operations to guide us. The
1.2 Additional Suggested Readings
An excellent case to go with this class is:
• Shouldice Hospital Case (Harvard case No. 9-883-068).
We discuss the following questions in class: