1. Product/service design
1.1. Schneider&Hall(2011) New product failure
1.2. Double diamond design process
1.2.1. Phase1: Discover
1.2.2. Phase2: Decline
1.2.3. Phase3: Develop
1.2.4. Phase4: Deliver
1.3. QFD
2. Processes Design
2.1. 4 V's Slack et al.(2010)
2.1.1. Volume
2.1.2. Variety
2.1.3. Variation
2.1.4. visibility
2.2. Manufacturing processes
2.2.1. Jobs
2.2.2. Projects
2.2.3. Batches
2.2.4. Mass production
2.2.5. Continuous processes
2.3. Service operations
2.3.1. Professional services
2.3.2. Service shops
2.3.3. Mass services
2.4. Shop Layout
2.4.1. Fixed position layout
2.4.2. Functional layout
2.4.3. Product layout
2.4.4. Hybrid Layouts
3. Marketing and operations coordination
3.1. (Shapiro,1977) Areas of conflict
3.1.1. Capacity planning
3.1.2. Scheduling
3.1.3. Stock control
3.1.4. Breadth of range
3.1.5. New Products
3.2. Improving coordination (Winterberry Group, 2012)
3.2.1. Speed
3.2.2. Insight
3.2.3. Access
3.2.4. Flexibility
4. Operations strategy
4.1. Capacity and facilities
4.2. Supply chain development
4.3. Technology
4.4. Workforce
4.5. Performance objectives
4.5.1. Quality
4.5.2. Speed
4.5.3. Flexibility
4.5.3.1. Variety
4.5.3.2. Mix
4.5.3.3. Volume
4.5.4. Sustainability
4.5.5. Dependability
4.5.6. Cost
4.6. Focused Operations
4.6.1. Market Segment
4.6.2. One specific performance objective
4.6.3. Volume
4.6.4. Technology speciality
5. Raising finances
5.1. Retained earnings
5.2. working capital
5.3. Debt factoring
5.4. Bank overdrafts
5.5. Leasing
5.6. Equity
5.6.1. Venture capital and private equity
6. Marketing Mix
6.1. Price
6.1.1. Psychological
6.1.2. Super size
6.1.3. Value added
6.2. Product
6.2.1. Convenience
6.2.2. Shopping
6.2.3. Speciality
6.2.4. Unsought
6.3. Promotion
6.3.1. Digital M
6.3.2. Direct M
6.3.3. Mass advertising
6.3.4. Sale Promotion
6.3.5. Personal Selling
6.4. Place
6.4.1. Distribution channels
7. Marketing Mix service sector
7.1. People
7.1.1. staff/customer relations
7.2. Processes
7.2.1. Co-producing
7.3. Physical Evidence
7.3.1. shop layout
8. Innovation
8.1. NPD
8.1.1. Idea Generation > idea screening > Testing concepts > commercialisation
9. Segmentation
9.1. Psychographic
9.2. Geographical
9.3. Behavioural
9.4. Demographical
9.5. Social
10. Operations management
10.1. Input/output processes
10.2. operations managers role:
10.2.1. Customer processing
10.2.2. Information processing
10.2.3. Materials processing