International Operations Management
• Operations Management: the set of activities an organization uses to transform different kinds of inputs into final goods and services
• International Operations Management: the transformation-related activities of an international firm
The International Operations Management Process
Managing Quality in International Business
• Quality: totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs
– American Society for Quality Control
• ISO 9000: 2000
– International set of quality guidelines
– Basis for quality certification
– International Organization for Standardization
The Essential Components of Total Quality Management
Total Quality Management
• TQM: Integrated effort to systematically and continuously improve the quality of an organization’s products and/or services
• Statistical process control: family of mathematically based tools for monitoring and controlling quality
• Benchmarking: process of legally and ethically studying how other firms do something in a high-quality way and then either imitating or improving on their methods
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