Supply Chain Management

SCM 4367 | MAKE/PROCESS

Process and Quality Management

Manufacturing and Service Improvement

Course Overview

SCM 4367 prepares students to lead process improvement and quality management initiatives in both manufacturing and service environments. The course emphasizes the use of Lean, Six Sigma, and change management principles to design, evaluate, and transform business processes that are scalable, agile, and resilient. Students gain hands-on experience applying analytical tools and structured problem-solving techniques to improve operational performance and customer satisfaction.

Course Purpose

As organizations grow in complexity, the ability to manage and continuously improve business processes becomes a critical leadership skill. This course equips students with the tools and mindset to analyze systems holistically, reduce variability, eliminate waste, and drive sustainable improvements. Students learn to influence organizational culture, lead change, and align process performance with strategic goals.

The course is highly experiential, offering students the opportunity to apply concepts in dynamic, real-world simulations and industry-inspired scenarios. These experiences are designed to build confidence, critical thinking, and leadership capabilities that are in high demand across industries.

Learning Objectives

Upon successful completion of this course, students will be able to:

• Define and evaluate business processes from a customer-centric systems perspective
• Apply Lean, Six Sigma, and Theory of Constraints methodologies to improve quality and efficiency
• Understand the role of leadership and change management in process transformation
• Influence organizational culture to support continuous improvement
• Identify and eliminate process waste using structured analysis tools
• Design processes that are agile, scalable, and resilient to disruption
• Communicate process analysis, improvement plans, and results effectively
• Use statistical tools to evaluate process behavior and reduce variation
• Lead and facilitate process improvement initiatives in both service and manufacturing settings
• Apply structured group decision-making and root cause analysis techniques
• Utilize data-driven methods to prioritize and implement process improvements

Topics Covered

• Process Mapping and Systems Thinking
• Scientific Problem Solving and Root Cause Analysis
• Lean Principles and Waste Elimination
• Six Sigma Tools and Statistical Process Control
• Process Behavior Charts and Process Capability
• Visual Management and Standard Work
• Job Instruction and Workforce Engagement
• Value Stream Mapping and Flow Design
• Kaizen Events and Setup Reduction
• Structured Group Decision-Making
• Change Management and Organizational Culture
• Process Design for Agility and Resilience

Experiential Learning & Course Pedagogy

SCM 4367 is built around 19 immersive, in-person simulations and hands-on experiences that allow students to practice process improvement techniques in real-time. These dynamic sessions replicate business environments and challenge students to apply course concepts in unpredictable, high-impact scenarios. For our Online Students, equivalent at-home or industry-based experiences are provided to ensure equitable access to experiential learning.

The course also includes:

• Video case studies from real business operations
• Guest speakers from industry who actively use Lean and Six Sigma
• Access to a “process bank” of real-world examples for vicarious learning
• Practice problems and statistical analysis exercises

Course Format & Assessment

Students are provided with course notes, industry resource books, and lecture materials. Grades are typically based on:

• Quizzes that progressively cover key concepts
• Participation in immersive classroom experiences
• Two major exams assessing applied knowledge and analytical thinking