University of Technology Sydney

21741 Operations and Quality Management

Warning: The information on this page is indicative. The subject outline for a particular session, location and mode of offering is the authoritative source of all information about the subject for that offering. Required texts, recommended texts and references in particular are likely to change. Students will be provided with a subject outline once they enrol in the subject.

Subject handbook information prior to 2023 is available in the Archives.

UTS: Business: Management
Credit points: 6 cp

Subject level:


Result type: Grade and marks


Operations management is a fundamental course that helps design, operate, and improve the processes and systems that are used to create products and deliver services. Effective operations management can significantly contribute to the success of intra- and inter- business operations through improved productivity and enhanced competitive advantage. This subject provides a broad overview and introduction to operations management covering a range of key topics including operations strategy, quality management, new product and service design, forecasting and demand management, inventory management, sales and operations planning and resource planning, decision-making analysis for productivity gains, and sustainable operations management. This allows students to develop an understanding of key transactional and operational business practices and processes of procurement and supply chains in both intra- and inter- organisational relationships in supply chains.

Subject learning objectives (SLOs)

Upon successful completion of this subject students should be able to:
1. Evaluate the importance of effective operations management to business success
2. Apply relevant analysis tools and techniques to assess and improve operational processes of procurement, supply chains and firm performance
3. Integrate the Australian Business Excellence Framework in appropriate approaches for design, planning and control of operations in intra- and inter- organisations
4. Apply the Supply Chain Operations Reference (SCOR) model for design, planning and control of operations in intra- and inter- organisations

Contribution to the development of graduate attributes

The subject provides students with functional-related competencies needed for the effective and quality management of operations within organisations and supply chains. Students also develop the skills necessary for problem-solving and critical analysis of the challenges facing organisations to achieve quality within their organisations and supply chains. The emphasis of this unit is on the strategic and operational aspects of a line manager’s role in the identified areas for improvement and apply quality management tools and industry-accepted organizational and supply chain management frameworks and performance measures.

This subject contributes to the development of the following graduate attributes:

  • Communication and collaboration

This subject also contributes specifically to develop the following Program Learning Objectives for the Master of Strategic Supply Chain Management:

  • Communicate information clearly and fluently to a diverse range of stakeholders (2.1)
  • Interact with colleagues and stakeholders to work effectively in teams and deliver agreed project outcomes (2.2)

Teaching and learning strategies

The teaching and learning strategies used in this subject promote critical and reflective thinking, research, evaluation and collaborative learning and also focus on literacy skills. The strategies have been designed to enable students to make progress in their achievement and maximise their accomplishment of the learning outcomes. Students engage in the essential content through lectures, seminar-style discussions, case studies and student-led dialogue through face-to-face and online collaboration.

It is expected that students will complete all allocated activities and readings for each lesson before attending class. Completing activities and readings before class allows for in-class time to be spent on collaborative discussions that address interesting and challenging aspects of the material rather than simply recapping the content and facts.

Formative and summative feedback will be provided to all students studying 21741 Operations and Quality Management. Formative feedback exercises are used during tutorials to prepare and assist students with assessments. For example, students will be required to share with their peers the responses they have prepared before class to tutorial activities. These exercises aim to help students identify their strengths and weaknesses and target areas that need work. The practice case study exercises help tutors recognise where students are struggling and address problems immediately through individual and collective class feedback. Students are also required to submit a draft of their individual case study analysis in for peer evaluation to encourage reflection and ownership on the assessment criteria.

Summative feedback will be provided to students for formally composed submissions such as the individual case study assessment (task 1). The goal of the summative feedback is to evaluate student learning by comparing it against the prescribed assessment criteria.

Content (topics)

  • The nature of operations management, operations strategy and supply chain management
  • New product and new service design practices and methodologies
  • Forecasting, demand management and inventory management
  • Sales operations and resource planning
  • Process Management, design, control and improvement modes and methodologies
  • Quality Management history, principles, fundamental concepts and tools
  • ABEF introduction and framework
  • ABEF categories and measures
  • SCOR model framework
  • SCOR model measures
  • Benchmarking & Implementation strategies to enable and sustain the application of the excellence principles


Assessment task 1: Case Analysis


This addresses subject learning objective(s):

1 and 2

Groupwork: Individual
Weight: 30%

It is expected that you will be able to use a visualisation tool such as Lucidchart ( to prepare your process flow and swimlane diagrams as appropriate.

You will need to familiarise yourself with the use of this (or similar) software. Online tutorials ( are available online to assist you with this.

Assessment task 2: Case Analysis


This addresses subject learning objective(s):


Groupwork: Individual
Weight: 30%

The report is expected to be 2,500 words excluding references. (Plus or minus 10% is acceptable)

Assessment task 3: Case Analysis


This addresses subject learning objective(s):


Groupwork: Group, group and individually assessed
Weight: 40%

The report is expected to be no more than 3,000 words

Minimum requirements

Students must achieve at least 50% of the subject’s total marks as well as meet the Management Discipline Group compulsory attendance requirement, as detailed in the Subject Outline.

Required texts

First Textbook:

Please find info on the textbook :
Wiley E-Text
Operations and Supply Chain Management, 8th Edition
ISBN : 978-1-118-79995-6
832 pages
December 2013, ©2014
AUD $50.00 BUY
Operations and Supply Chain Management, Binder Ready Version, 8th Edition
ISBN : 978-1-118-73854-2
832 pages
December 2013, ©2014
AUD $114.95Website:

Students can purchase the E-Text option from

Second Textbook:

Matching Supply with Demand: An Introduction to Operations Management: Third Edition

Authors Gerard Cachon, Christian Terwiesch

Publisher McGraw-Hill Higher Education,

Recommended texts

Subject Study Guide - available via

and provided via utsonline

Otherrecommended textbooks

  • Stevenson W. J. (2012), “Operations Management”, 11th Edition, McGraw-Hill
  • Jacobs, F.R. and Chase R. (2012) Operations and Supply Chain Management: The Core, 3rd ed, McGraw Hill.


Specialised journals (a selection only)

  • Journal of Operations Management
  • Management Science
  • Operations Research
  • Production and Operations Management
  • International Journal of Production Research
  • International Journal of Production Economics
  • European Journal of Operational Reseach
  • Computers and Operations Research

See ABDC journal wesbite to see journal ranking A*, A, B or C