Operations Management (CGMS401) – Summer 2024 Page 1

STUDENT COURSE INFORMATION SHEET

CGMS401 - Operations Management – Summer 2024
Professor: Mohammad Nikoofal Class time: Online

Email: m.nikoofal@torontomu.ca Office time: By appointment

The Chang School Office website: https://continuing.torontomu.ca

PREREQUISITE: GMS/MGT200 AND QMS102 or Direct Entry

METHODS OF POSTING GRADES: The Professor posts all grades on D2L Brightspace.

EMAIL REQUIREMENTS: All email communications with the Professor must be from your TMU email
address and your registered “Section Number” MUST also be displayed in the Subject line of such emails.

COURSE DESCRIPTION:
Production and operations management are activities that relate to the creation of goods and services through
the transformation of inputs into outputs. Topics include what is production and operations management;
productivity, competitiveness, and strategy; quality management, product and service design; process selection;
design of work systems; learning curves; inventory management: Supply Chain Management, JIT; maintenance
and reliability; project management: P.E.R.T. and C.P.M.; JIT; maintenance and reliability; quality. Student
groups are required to conduct an online research on a manufacturing or service company, and prepare an
electronic report covering the course topics investigated in the research.

COURSE OVERVIEW:
What happens inside a firm as they deliver products or services to their customers? This course will provide
answers.

COURSE OBJECTIVE:
Upon completion of the course, students will be able to develop an understanding of the operation of the
manufacturing and/or service delivery side of a business enterprise and the interrelationships which must exist
in a competitive and dynamic firm. Further, student shall begin:

1. To develop an understanding of the operation of the manufacturing and/or service delivery side of a
business enterprise and the interrelationships which must exist in a competitive and dynamic firm.
2. To develop an understanding of the essential nature of Operations Management to students in all majors.
3. To understand why Operations Management is important to all business students for greater success in
their future careers.
Operations Management (CGMS401) – Summer 2024 Page 2
COURSE EVALUATION:
The grade for this course is composed of the mark received for each of the following components:
INDIVIDUAL EVALUATION ITEMS
Term Test #1 20 % Friday June 14 Online, MC
Term Test #2 20 % Friday July 12 Online, MC
Saturday, July 27
Final Examination 40 % Online, MC
at 4:30 PM
GROUP EVALUATION ITEM
Case Company Project (Manufacturing/Service) 20 % Friday, July 19 D2L submission
COURSE TOTAL 100 %

COURSE EVALUATION NOTES:

1. In order to pass CGMS401, a student MUST obtain a minimum of 40 of the 80 marks allocated to
individual evaluation items AND also obtain a MINIMUM of 50% overall.

2. Important: The "Group Evaluation Item" above requires a fair and equal contribution by all members
of the group. Groups are required to manage the participation of all group members. The membership of
these groups is purely voluntary. Failure to contribute to the group effort may result in student(s) being
asked to withdraw from the group. This withdrawal will be at the request of fellow group members. Any
student in such a situation must find another group willing to accept him/her or alternatively must
complete the project alone.

NOTES TO STUDENTS:
1. CALCULATOR: A “Scientific” style calculator is required for this course. Such a calculator must
include LOG, and Yx functions at a minimum. Please use the calculator recommended by the QMS
Department. (Shop around as calculator prices vary significantly store-to-store).

2. The Final Examination covers the entire course.

3. Missed term tests and the Final Examination are scored ZERO unless the student provides satisfactory
documentation as instructed in this document. In the case a student misses a term test, the Professor (i.e., with
his discretion) may arrange a make-up test or re-weigh the final exam mark.

4. It is the student’s responsibility to learn the course material as outlined by the Professor.

5. “HANDOUTS” There are none – everything will be provided to you electronically on Brightspace
including copies of the weekly lectures, chapter summaries and other useful material. Students should
check such weekly.

6. Every effort will be made to manage the course as stated; however, if changes become necessary, they
will be announced in the class prior to implementation and on Brightspace.

7. A “Faculty/Course Survey” will be conducted during the term.

Operations Management (CGMS401) – Summer 2024 Page 3
8. Cell phones and similar electronic devices may NOT be used during lectures, tests and examinations.

9. CGMS401 FINAL EXAMINATION is CUMULATIVE and covers the materials covered during the
entire semester. The FINAL EXAMINATION will consist of approximately 100 - 130 questions in a
multiple-choice format.

Further Notes to Students:

1. Missed Term Work or Examinations: Exemption or deferral of a term test or final examination is not
permitted except for a medical or personal emergency. The Professor must be notified by email PRIOR
to the test or examination and appropriate documentation submitted. For absence on medical grounds an
official student medical certificate (www.ryerson.ca/senate/forms/medical.pdf) MUST be provided.

2. Absence from midterm examinations or tests:

• Professor MUST be notified by email BEFORE the test.
• Supporting documentation MUST be provided within 3 working days (as instructed in this document).
• Depending on course policy, the Professor may arrange a make-up or re-weigh the course requirement.

3. Absence from Final Examinations: The Professor MUST be notified BEFORE the examination.
Documentation MUST be provided within 3 working days. If the majority of the course work has been
completed with a passing performance, and the documentation is acceptable, a grade of "INC" or
incomplete will be entered by the instructor. An "INC" grade will NOT be granted if term work is missing
or failed. The final examination MUST be written within four months after the submission of the "INC"
grade. Failure to do so will result in an "F" (failure) grade.

4. Course repeats: Recent changes to TMU's GPA policy prevents a student from taking a course more than
three times. Please note that: "The grade earned for a repeated course is substituted for the previous grade
in calculating subsequent grade point averages (GPA's) even if the latter grade is lower, but both attempts
are recorded on the transcripts. No course can be repeated more than twice. If a student fails a required
course for the third time, he/she will be assigned an academic standing of "WITHDRAWN" and will be
ineligible to continue in that program.

TEXTS & READING LISTS:

Operations Management, Second Custom Edition for Ryerson University, based on Operations Management:
Sustainability and Supply Chain Management, Third Canadian Edition (2019) by Jay Heizer, Barry Render,
Chuck Munson, and Paul Griffin. Pearson ISBN 978-0-136-46397-9.

This "Custom Published" version is carried by the university bookstore.

Previous editions to this Custom edition are obsolete and out of date and it is recommended they not be used.

RECOMMENDED ADDITIONAL READING:

Why and How to Take a Plant Tour by D.M. Upton & S.E. MacAdam (May/June 1997 Harvard Business Review
Reprint #97310). This can be downloaded from the TMU University Library website.
Additional materials by Thomas J. Peters, famous for “In Search of Excellence”.
Operations Management (CGMS401) – Summer 2024 Page 4
Additional materials by Michael E. Porter of the Harvard Business School; c.f., “Competitive Advantage”.
Additional materials by Richard J. Schonberger; c.f., “World Class Manufacturing”
Additional materials by: W. Edwards Deming, Joseph Juran, Philip Crosby, Armand Feigenbaum, and Genichi Taguchi

TOPICS – TENTATIVE SEQUENCE & SCHEDULE

Weekly Topic Required Pages
Description
(Date) Readings (inclusive)

Lecture 1 The Challenge of Operations Management H&R Chapter 1 1 – 27

Lecture 2 Productivity and Operations Strategy in a Global Environment H&R Chapter 2 28 – 50

H&R Chapters 3, 51 – 62
Lecture 3 Maintenance and Reliability
12 333 – 343
Lecture 4 Design of Goods and Service H&R Chapters 4 63 – 91

Lecture 5 Process Strategy and Sustainability H&R Chapter 5 92 – 154

Learning curves
Lecture 6 H&R Chapters 6 155 – 168
Test # 1 - Chapters 1, 2, 3, 4, 5 and 12
Lecture 7 Managing Quality H&R Chapter 7 169 – 196

Lecture 8 Statistical Process Control H&R Chapter 8 197 – 222

Lecture 9 Supply Chain Management H&R Chapter 9 223 – 263

Inventory Management
Lecture 10 H&R Chapter 10 264 – 306
Test # 2 - Chapters 6, 7, 8 and 9
JIT and Lean Operations
Lecture 11 H&R Chapter 11 307 – 332
Group Project – Friday July 19, Due at 6:00 PM
Lecture 12 Project Management (includes C.P.M. and P.E.R.T.) H&R Chapter 13 344 – 385
H&R = Operations Management, Second Custom Edition for TMU University, based on Operations Management:
Sustainability and Supply Chain Management, Third Canadian Edition (2019) by Jay Heizer, Barry Render, Chuck Munson
and Paul Griffin. See notes on Text and Reading list.

Group Project Presentation: Term Value 20%

You are required to form a self-selected group of up to 8 students and conduct an online research on a
manufacturing or service business. Student groups are required to select their own case-company. Instructions
on group formation and case-company selection will be provided on a separate page published on D2L
Brightspace. Your case-company choice MUST be approved by the Professor. An Electronic Presentation
on your group project research is required. This is to be a joint effort by all of the students in each group. The
Presentation is to be in the form of an electronic PowerPoint or similar presentation package. No printed
submissions will be accepted. The technology used for the presentation should convey your core messaging in
an engaging manner. The presentation is to be submitted to the Professor electronically (using d2l) enabling the
Professor to see your presentation on a computer screen or in a TMU Technology Classroom. Ensure that you
Operations Management (CGMS401) – Summer 2024 Page 5
identify your electronic submission properly. Please ensure that (i) a title slide in the presentation lists all
student group member full names, student numbers, and section number, and (ii) the email approval from
professor on the case-company choice is provided in the last slide. The presentation should be playable on
TMU’s Presentation Technology equipment or on a computer as a full and proper presentation to an audience.
As such, "VOICE OVER" is required as a MANDATORY part of this Group Project Presentation.

For the details on group assignment: Read the “Group Assignment” module under “Course Materials”
tab on D2L.

Case-Company Notes:
Mandatory Requirements:
1. Only ONE group may select the same case-company (manufacturing/service).
2. Obtaining the Professor’s approval is required for the case-company selected; the image of approval
email from professor MUST be provided in the last slide of the presentation.
3. Deadline for finalizing self-selected group formations will be at the end of lecture Four date.

BASIC GUIDELINES:
1. Company Profile:
Name, locations, subsidiaries, number of employees, etc.
2. Main Product or Service:
What products and/or services does this company provide? Related graphic images can be presented here. Who
are their clients/customers? Do they sell only in specific area (e.g., Canada, US, etc.) or do they have export
sales or solely export? Where to?
3. Competitors:
Who are the company’s major competitors in the market(s) they are operating in? What competitive advantage
strategies (i.e., as discussed in the course) is the company pursuing?
4. Manufacturing Process:
If the company produces goods, then what type of manufacturing process(es) the company is using (e.g., job
shop, batch, worker-paced line flow, machine-paced, continuous flow, hybrid, or other).
5. Service Practices:
Is the company a service providing business (i.e., provides only services to their clients/customers) or a
manufacturing establishment that also provides services as part of their operations? What and how do they
provide service(s) to their respective customers? How do they ensure that their customers will receive the
service(s) they were promised? What types of scheduling techniques they use to ensure the timely and profitable
delivery of services to their clients (e.g., some companies schedule customer deliveries by postal code). Is there
any cost to deliver services? (i.e., such delivery must be profitable or the company will fail). Provide
recommendations on how the company may improve their service performance(s).
6. Inventory Control/Management:
What inventory control system(s) is the company using? How do they manage their inventory (e.g., using any
JIT and/or lean operation techniques or any other practices)?
7. Quality Control/Management:
How does the company control and manage the quality of their products and/or services? What quality
control/management techniques and procedures (i.e., as introduced in the course) does this company use? What
quality-related certification(s) does the company have? (e.g., is the company ISO 9000 or otherwise certified?)
Operations Management (CGMS401) – Summer 2024 Page 6
8. Supply Chain Management:
What strategies does the company use for managing their supply chain(s)? What practices does the company
undertake to mitigate the supply chain risks? Who are their major suppliers? How does the company evaluate
and select their suppliers? What operational and/or managerial certification(s) does the company require from their
suppliers? (e.g., ISO 9000, ISO14000, APICS, etc.). Provide recommendations on how the company may
improve the management of their supply chain(s).
9. Sustainability:
What efforts is this company making to achieve sustainability goals? What kind of sustainability criteria do they use
addressing sustainability issues? What type of information dose the company highlight in their sustainability report?
(e.g., health & safety, community/stakeholder engagement, pollution prevention practices, resource/energy
conservations, procurement practices, etc.). Provide recommendations on how the company may improve their
sustainability efforts.
10. Unexpected:
It is an optional part with bonus. What did you learn about the case-company in this exercise that was
unexpected? You can discuss it through a “mini case study”. You may search and/or google for News related to
the company to define “unexpected” and relate it to OM functions.

Recommendations for Your Presentation:

1. Your group presentation MUST cover all of the above guidelines, but you are free to vary the sequence
of the topics in your electronic report.
2. The maximum number of slides for the presentation should be 30, excluding the cover page, image
of approval email and citations.
3. Use a computerized “presentation graphics package” such as MS-PowerPoint or any other Professional
software package. Voice Over is absolutely required.
4. The maximum voice recorded on each slide is 1 minute; i.e., the total voice of presentation should
not exceed 30 minutes.
5. You can incorporate appropriate graphics or “YouTube” links to enhance your presentation. Appropriate
sounds are acceptable, but do NOT use “canned applause”.
6. This is an online research project and presentation of a proper citation (i.e., in the APA format) is
absolutely required. You can put all citations at the end of presentation.
7. It is paramount that all members are fully collaborating with their groups for the on-time completion of
their Group Project requirements.
8. I strongly recommend that your group holds weekly meetings to make progress on the project. No
complaints about group members will be acceptable in the last three weeks before the deadline.
9. Most important: begin NOW to make arrangements among your group members for their prompt
participations/contributions.

Term Tests and the Final Examination

Term Tests:
There are TWO: held at approximately 1/3 of the way through the semester and 2/3rds of the way through the
semester. Test # 2 is NOT cumulative. The tests may be any combination of essay questions, quantitative
Operations Management (CGMS401) – Summer 2024 Page 7
questions, and multiple-choice questions in any proportion. This may vary by instructor and will be advised in
advance of the term test format.

Final Examination:
The Final Exam is CUMULATIVE i.e., it will include material from the entire course, but may have a little
more emphasis on the final 1/3rd of the course not covered during the two term tests. The final examination will
consist of 100-130 MULTIPLE-CHOICE questions each valued at 1-3 marks each. Such questions will include
quantitative material as well as chapter/lecture material. If the final exam test is in-person, then computer
“scanner sheets” are used. Ensure that you hand in the scanner sheet separately. Do NOT enclose it in your
examination paper.

TEACHING METHODS:
Lectures, in-class discussions, audio-visual materials, student presentations, PowerPoint and/or Pdf chapter
notes, Brightspace supplemental material and instructor’s commentaries may be covered on all tests and the
final examination.

OTHER COURSE ISSUES:

Turn-It-In: Students who DO NOT want their work submitted to this plagiarism detection service must, by the
end of the second week of classes, consult with the instructor to make alternate arrangements. It is expected that
the materials presented by the students during presentations will be authored by the student group presenting
such materials. Materials obtained from the internet or elsewhere may be used, provided that the source of such
materials is credited properly during the presentation.

VARIATIONS WITHIN THE COURSE:

Different instructors may cover course topics in a different sequence than that shown and using different
delivery methods. By course completion, all topics will have been covered.

PROTOCOL FOR ONLINE MEETINGS

1. Zoom technology is used for any online office-hour and/or meeting arranged in the course, and the online
link will be provided by the course instructor via D2L Brightspace and/or email.
2. Only students who are officially registered in the course may attend the course’s online meetings
arranged. All others will be removed from the arranged session(s).
3. Zoom lectures/meetings are not to be recorded or shared without the Professor’s permission. Failure to
obtain permission ahead of time will be considered a violation of Policy 61.
4. Any inappropriate student behaviour online (e.g., Zoom “bombing”) that violates Policy 60 and/or 61
will result in disciplinary actions being taken.
5. Students are asked to join the arranged Zoom meetings with their video camera turned off. However,
students have the option to turn on their camera when they are called upon and/or responding to a
question posed.

POLICIES & COURSE PRACTICES:

Course Management
Operations Management (CGMS401) – Summer 2024 Page 8
• Every effort will be made to manage the course as stated. However, adjustments may be necessary during
the term at the discretion of the instructor. If so, students will be advised during class verbally or in the form
of a written handout, and such alterations will be discussed prior to implementation.

University Policies:

Missed Classes and/or Evaluations

• When possible, students are required to inform their instructors of any situation which arises during the
semester which may have an adverse effect upon their academic performance, and must request any
consideration and accommodation according to the relevant policies as far in advance as possible. Failure
to do so may jeopardize any academic appeals.
• Health certificates – If a student misses the deadline for submitting an assignment, or the date of an exam or
other evaluation component for health reasons, they should notify their instructor as soon as possible, and
submit a TMU Student Health Certificate AND an Academic Consideration Request form within 3 working
days of the missed date. Both documents are available at:
www.ryerson.ca/senate/forms/medical.pdf.
• Religious, Aboriginal and Spiritual observance – If a student needs accommodation because of religious,
Aboriginal or spiritual observance, they must submit a Request for Accommodation of Student Religious,
Aboriginal and Spiritual Observance AND an Academic Consideration Request form within the first two
(2) weeks of the class or, for a final examination, within 2 weeks of the posting of the examination schedule.
If the requested absence occurs within the first 2 weeks of classes, or the dates are not known well in advance
as they are linked to other conditions, these forms should be submitted with as much lead time as possible
in advance of the absence. Both documents are available at:
http://www.ryerson.ca/senate/forms/relobservforminstr.pdf.
• Academic Accommodation Support – Before the first graded work is due, students registered with the
Academic Accommodation Support office (AAS) should provide their instructors with an Academic
Accommodation letter that describes their academic accommodation plan.

Academic Integrity
TMU’s Policy 60 (the Academic Integrity policy) applies to all students at the University. Forms of academic
misconduct include plagiarism, cheating, supplying false information to the University, and other acts. The
most common form of academic misconduct is plagiarism – a serious academic offence, with potentially severe
penalties and other consequences. It is expected, therefore, that all examinations and work submitted for
evaluation and course credit will be the product of each student’s individual effort (or an authorized group of
students). Submitting the same work for credit to more than one course, without instructor approval, can also
be considered a form of plagiarism.
• Suspicions of academic misconduct may be referred to the Academic Integrity Office (AIO). Students who
are found to have committed academic misconduct will have a Disciplinary Notation (DN) placed on their
academic record (not on their transcript) and will normally be assigned one or more of the following
penalties:
▪ A grade reduction for the work, ranging up to an including a zero on the work (minimum penalty for
graduate work is a zero on the work)
▪ A grade reduction in the course greater than a zero on the work. (Note that this penalty can only be
applied to course components worth 10% or less, and any additional penalty cannot exceed 10% of the
Operations Management (CGMS401) – Summer 2024 Page 9
final course grade. Students must be given prior notice that such a penalty will be assigned (e.g. in the
course outline or on the assignment handout)
▪ An F in the course
▪ More serious penalties up to and including expulsion from the University
• The unauthorized use of intellectual property of others, including your professor, for distribution, sale, or
profit is expressly prohibited, in accordance with Policy 60 (Sections 2.8 and 2.10).
• Intellectual property includes, but is not limited to:
▪ Slides
▪ Lecture notes
▪ Presentation materials used in and outside of class
▪ Lab manuals
▪ Course packs
▪ Exams
• For more detailed information on these issues, please refer to the Academic Integrity policy and to the
Academic Integrity Office website.

• It is assumed that all examinations and work submitted for evaluation and course credit will be the product
of individual effort, except in the case of team projects arranged for and approved by the course instructor.
Submitting the same work to more than one course, without instructor’s approval, is also considered
plagiarism.

• NOTE: Students may not drop a course when they have been notified of the suspicion of academic
misconduct. If a student attempts to drop the course, the Registrar’s office will re-register the student in that
course until a decision is reached.

• When an instructor has reason to suspect that an individual piece of work has been plagiarized, the instructor
shall be permitted to submit that work to any plagiarism detection service.

• CHEATING ON AN EXAM OR TEST: TMU’s Examination Policy requires that all students have a valid
student identification card or other photo identification on their desk at all times when taking an examination.
If it is suspected that someone is impersonating a student, the photo identification of that person will be
checked, and the person will be asked to sign the exam paper for further verification. If it is suspected that
the identification is not valid, students may be asked to provide alternate photo identification. Security may
be called, if circumstances warrant.

Academic Appeals:
Appeals forms and instructions are available on https://www.ryerson.ca/registrar/students/academics/appeals/.
Appeal deadlines are published in TMU academic calendars. Students may seek advice from a RyeSac or
CESAR student advocate, the Counseling Center or consult the Ombudsperson.

Email Accounts
• Students are required to activate and maintain a TMU Matrix email account. This shall be the official means
by which you will receive university communications. See:
https://www.ryerson.ca/senate/course-outline-policies/ryerson-email-accounts-policy-157/

Accommodation of Students with Disabilities

Operations Management (CGMS401) – Summer 2024 Page 10
• In order to facilitate the academic success and access of students with disabilities, these students should
register with the Access Centre http://www.ryerson.ca/accesscentre/index.html. They should also inform
their instructor through an “Accommodation Form for Professors” that they are registered with the Access
Centre and what accommodations are required. Access Centre term tests are to be scheduled in parallel with
in class tests the same day of, starting at the same time.

Student Responsibilities in Academic Appeals

• Students should read the Undergraduate Academic Consideration and Appeals policy at
(https://www.ryerson.ca/content/dam/senate/policies/pol134.pdf)

• It is the student’s responsibility to notify and consult with either the instructor, or the Chair/Director of the
teaching department/school, depending on the situation, as soon as circumstances arise that are likely to
affect academic performance. It is also the student’s responsibility to attempt to resolve all course related
issues with the instructor and then, if necessary, with the Chair/Director of the teaching department/school
as soon as they arise. An appeal may be filed only if the issue cannot be resolved appropriately. Failure to
deal with a situation as soon as it arises will jeopardize any appeal.

• Students who believe that an assignment, test, or exam, has not been appropriately graded must review their
concerns with their instructor within 10 working days of the date when the graded work is returned to the class.

Standard for Written Work

• Students are expected to use an acceptable standard of business communication for all assignments. You are
encouraged to obtain assistance from the Writing Centre (https://www.ryerson.ca/studentlearningsupport/writing-
support/) for help with your written communications as needed. (See the TMU Library for APA style guide
references: http://www.ryerson.ca/library/ref/style.html)

• The Writing Centre: offers FREE help. The main centre is at LIB (formerly L) 266A. Contact the writing
Centre for assistance in this regard.

Late Assignments
• Will not be accepted. Results of all term tests submitted for grading will be communicated within a 2-week
time frame, except for the final exam. Such will be posted on Brightspace.

• You need to inform your instructor of any situation which arises during the semester, which has an adverse
effect on your academic performance and you must request any necessary considerations or accommodations.
A doctor’s certificate is required to substantiate illness and should be submitted within three (3) working days
of a missed test/exam, See https://www.ryerson.ca/content/dam/senate/forms/Health.pdf for the required
certificate. Religious Observance requests are to be made formally within the first two weeks of class (see
https://www.ryerson.ca/content/dam/senate/forms/relobservforminstr.pdf). Other valid reasons must be
approved by the instructor in advance.

Electronic Communications from Students:

• “TMU requires that any official or formal electronic communication from students be sent from their
official TMU Email account”.
Operations Management (CGMS401) – Summer 2024 Page 11
• You can access your TMU email from another computer via the internet by accessing http://my.ryerson.ca
and typing in your email address and TMU password.

Academic Grading Policy

Evaluation of student performance will follow established academic grading policy outlined in the TMU
GPA Policy https://www.ryerson.ca/content/dam/senate/policies/pol46.pdf. The grading system is
summarized below:

Definition Letter Grade Grade Point Conversion Range

A+ 4.33 90-100

Excellent A 4.00 85-89

A- 3.67 80-84
B+ 3.33 77-79

Good B 3.00 73-76

B- 2.67 70-72
C+ 2.33 67-69

Satisfactory C 2.00 63-66

C- 1.67 60-62
D+ 1.33 57-59

Marginal D 1.00 53-56

D- 0.67 50-52

Unsatisfactory F 0.00 0-49