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A Balanced Approach When one area of the organization makes a change, it does have a ripple effect throughout the company. The company could increase the speed of delivery, but quality may suffer. The company may elect to move to robotics, but it may be cost prohibitive. The company may choose to redesign the shop floor to maximize material flow, but negatively impacted the communications issues within the department. Operations management focuses on the process improvements necessary to simultaneously maximize the profitability, customer service, quality, and efficiency of the enterprise. How does one manage and measure such a broad range of goals? The first step is to identify the objectives. Many companies set out to develop a plan by starting with a Mission Statement. They establish a mission statement that clearly defines who the company is, how they wish to be viewed, and what it wants to accomplish. Unfortunately, the goals set forth in the mission statement are sometimes not tied into operational objectives. Most often, the mission statement contains a broad vision for the company and it encompasses a variety of functional areas. Let us examine the mission statement for PPG Auto Glass (www.ppgautoglass.com/about/mis