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Part Two
DESIGN
All operations managers are designers, because design is the process of
satisfying people’s requirements through the shaping or configuring products,
services, and processes. This part of the book looks at how managers can
manage the design of the products and services they produce and the
processes that produce them. At the most strategic level ‘design’ means
shaping the network of operations that supply products and services. At a
more operational level it means the arrangement of the processes, technology
and people that constitute operations processes.