Part 1. Developing operations strategies. 1, Operations management, processes, and supply chain management. 2, Corporate strategy, performance, and sustainability. 3, New product and service design. 4, Process design and capacity management. 5, Customer relationships and customer service -- Part 2. Manufacturing and service flows. 6, Demand management, forecasting, and aggregate planning. 7, Independent demand inventory management systems. 8, Material flow analysis and facility layouts. 8s, Supplement: job scheduling and vehicle routing. 9, Lean systems. 10, Managing customer and work flows. 11, Managing information flows: MRP and ERP. 12, Managing projects. 13, Six sigma quality management. 13s, Supplement: statistical quality control -- Part 3. Supply chain processes. 14, Global supply management. 15, Location, logistics, and product returns. 16, Integrating processes along the supply chain.