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Boston College
MKTG 1021

Syllabus MD 021: Operations Management Section: 01 Professor: Stephanie Jernigan Schedule: Tues/Thurs 9 – 10:15am Office: Fulton 350D Classroom: Fulton 245 Email: [email protected] Office hours: Mondays and Wednesdays 9:30am – 12:45pm and 2 – 4:15pm Tuesdays 10am - 3pm Other times by chance or by appointment Prerequisites: EC151 (Statistics), MD235 (Math for Management) Overview Description: Operations management studies the business processes by which inputs of material, labor, capital and information are transformed into products and services that customers want and are willing to pay for. Business processes are how work gets done in organizations, and regardless of one’s functional orientation, superior process performance relies on good operational practices. This course will provide students with the managerial tools to understand and articulate the impact of the organization’s business processes and the ability to analyze and continuously improve these processes to create more value for all stakeholders – customers, employees, shareholders, and the community. For any product or service, the two key inputs that drive the process design are the operations strategy (i.e., competitive priorities) and the demand forecast (both the level and variability). After introducing the topics of operations strategy and forecasting, we move on to choosing the proper process type and analyzing process flows. In particular, the variability of input and process flows has a considerable impact on process performance that requires managerial levers to plan for and control it. We then focus on process improvement approaches to more efficiently and effectively synchronize the flows of materials and information through a network of processes. In addition to exercises intended to reinforce the course material, students will have the opportunity to apply the concepts and tools discussed in class to three case studies and a group project designing and/or evaluating a business process. During project presentations, groups will share with the class their examples of real-world operational analysis and suggested improvements. Objectives: At the completion of this course students should be able to: • Identify and understand the fundamental tools and concepts that are the building blocks for designing and managing processes • Apply quality management approaches and practices to a variety of processes • Conduct a process review, diagnose problems in an operations environment, and formulate solutions using qualitative and quantitative analysis Course Components Course materials: • BC Custom Edition: Managing Business Process Flows, 3 rdedition, Anupindi et al., Pearson (includes coursepack) • Course notes, homework solutions, and other class materials, class Blackboard site • Calculator MD 021: Operations Management Page 1 of 7 2 Grading Grades: Final grades will be determined as follows: Test #1 20% Test #2 25% Test #3 25% Class participation 10% Group project paper and presentation 20% Homework: Homeworks are assigned but not graded. Solutions are posted on Blackboard. Doing these problems and understanding the solutions is important to doing well on class tests. Tests: Test #1, Test #2, and Test #3 are in-class tests that cover the material through the date indicated. These are NOT cumulative tests. All exams are closed-book, closed-note tests, with a formula sheet provided to students. Please bring a calculator to tests (phones and laptops cannot be used as calculators). Class participation: The class participation grade is based on two components: in-class participation and blog postings. In-class participation. Students are expected to come to class prepared and to contribute to a positive learning environment. Your participation grade is based on substantive contributions to class learning both in a group setting and as individuals. Your thoughtful insights into the readings and cases are key elements of class participation and make the class better for all. Questions to guide the case discussions can be found on the class Blackboard site in the folder “Case Questions”. Engaging in discussions of the readings and cases, clarifying concepts and ideas, participating in exercises and simulations, asking questions that help the entire class better understand a concept, working an in-class problem, and sharing relevant professional experiences constitute superior class participation. Class participation helps in learning the material, and attendance is a prerequisite to participation. Blog postings. Each student is responsible for making two blog postings per semester on the discussion area of the course website; it can be either a new posting or a comment on an existing posting. Postings should come from current events related to material discussed in class. They can and should be brief—a paragraph—and should include analysis of why the blog posting is relevant and interesting. If you link to an article, please provide a brief synopsis (1-2 sentences) in your posting. Postings will be graded on their relevance to class, their contribution to the discussion, their influence on future posts, and their insightfulness. Aschedule for blog postings will be handed out early in the semester. Group Project: In groups of five, students will complete a group project evaluating a business process. A comprehensive list of requirements for the project can be found on the class Blackboard site in the folder “Group Project”. Project deliverables include a 6-8 page paper (plus exhibits) and a 15 minute in-class presentation. Communication Blackboard: The website ( will be used to distribute assignments, lecture notes, etc., and to communicate changes in schedules, grades, and other information. You are encouraged to check it regularly for course information. Email: I check email frequently. In person: In addition to the office hours posted above, you’re welcome to make an appointment for a time outside office hours or to stop by my office and see if I’m around. Policies Academic Integrity: All students are expected to comply with the Boston CollegeAcademic Integrity Policies and Procedures. You are encouraged to review the Carroll School academic policy at, as well as university policy on academic integrity at for additional MD 021: Operations Management Page 2 of 7 Syllabus guidance, including a detailed listing of activities warranting sanction. Anyone who fails to adhere to these requirements and/or otherwise engages in unethical behavior (including false representation of self or one’s work efforts, use of unauthorized aids, etc.) will be referred to university administration for further action. Environment: The following will not be tolerated: (1) talking among students except when working on cooperative class exercises, (2) reading or working on anything except the material in this class, (3) talking on cellular phones, or (4) putting your head down (sleeping). Anyone who participates in this unacceptable behavior will not be allowed to remain in the classroom. Late Assignments: Each assignment is due at the time and date specified on the assignment. No late assignments will be accepted. If an assignment must be missed for a university-approved reason, please let me know. Grade Disputes: Over the course of the semester, I may make an error in grading an assignment or exam. If you feel that there has been a mistake in grading, please let me know as soon as possible in writing. I will accept written requests for re-grading for one week after the assignment has been returned. If relevant, please include any supporting documentation. Disabilities: If you have a disability and will be requesting accommodations for this course, please register with either Kathy Duggan ([email protected]) Associate Director, Academic Support Services, the Connors Family Learning Center (learning disabilities and ADHD) or Suzy Conway ([email protected]), Assistant Dean for Students with Disabilities (all other disabilities). Advance notice and appropriate documentation are required for accommodations. Attendance: Attendance is vital because of the format of the class. If you miss a class for any reason, you are still responsible for all material covered in your absence. Lectures are recorded and available on the calendar section of Blackboard. If you know you will miss in advance, p
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