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Preface Operation management is the management of the productive resources of the firm which includes raw materials human resources land equipment and facilities in the manufacture of goods or the delivery of services It entails the design and control of operations processes centred around activities and people in order to provide maximum value Each operation comprises a set of highly interdependent sub-system none of which can survive independent of the others All operations produce either goods or services and very often both at the same time The nature of the operation is to satisfy the customer demands The operation function is concentrated with the design of transformation process planning organizing and controlling their day-to-day activities ie how input can be acted upon to produce the required outputs in the right quantities of the right quality at the right time Any operations system if examined in sufficient detail will be found to be unique A French engineer - Henry Fayol identified in 1930 the six elements of the management process forecasting planning organizing commanding co-ordinating and controlling For a specific firm it may comprise a set of functional departments such as purchasing production engineering marketing distribution safety environmental protection quality RD etc In this essay not focusing on the macro aspects of the operation I am trying to look into one part of the operation - management of quality in my own organization a big multi-national health-care company - in order to further understand in a narrow approach of operation management in a real business environment Background Hoffmann La-Roche is a multi-national heath-care company based in Switzerland with an annual turnover 14 billion USD and total employee of 67000 around the world Roche is famous for producing vitamin products he is the first industrial scale producer of Vitamin C - a very useful anti-oxidant already in 1930s He is now the leading company in the vitamins business worldwide
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