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This course looks at ways in which business processes can be improved. There are three related mandates to this course first, it is necessary to understand the way in which the process adds value for a customer, second it is important to best utilize the knowledge and skills of the employees who are responsible for the process, and finally it is necessary to use data to understand the operation of the process. The course introduces lean operations tools and statistical quality control techniques – including the wider concerns that are characteristic of six sigma approaches.