This course focuses on the need to be able to understand and support initiatives introduced to organizations for achieving global competitive advantage. In particular they need to be able to understand the business consequences of following different courses of action in improvement activities leading ultimately to excellence in customer satisfaction, employee satisfaction, and impact on society and business results. Excellence in a business context is a combination of internal excellence in how things are done (enablers) leading to outstanding business performance (results). Excellence is recognized worldwide through awards such as the European Quality Award, the Baldrige Award and the Deming Award as well as national awards that are based on these. This course introduces the fundamental concepts that underpin non-prescriptive approaches to creating sustainable excellence in a business, and provides an opportunity for students to critically reflect on the skills necessary to manage the business processes of organizations in the way they do business, and in their relationships with their employees, shareholders, customers and communities in which they operate.