ABSTRACT
Operations management or service operations simply refer to the control of the day-to-day running of the business. It concerns the activities and decisions which are needed for the efficient delivery of products and services. This is conceptualized by thinking of the business as a system of activities involving inputs, throughput, output and customer feedback. Particularly relevant for service sector businesses are the nature of 'back-office' and 'front office' activities, planning and control systems, support systems, layout of office/premises, job design, and customer service/quality control. The main functions controlled by the service/operations manager are: inputs, throughput, and output. Quality control procedures, inventory and production methods, as well as materials and finished-goods purchasing methods are also included in the operations plan. Capacity planning is the process of determining the people, machines, and major physical resources necessary to meet the production objectives of the organization.
