Every time you buy a coffee, catch a flight, or pick up a new phone, you are using a process. The way that process is designed—the steps it follows, and how its people, machines, and materials are arranged—has a big impact on whether your coffee is hot and quick, your flight is on time, or your phone feels like a bargain. This chapter shows how to make those design choices on purpose, so that operations give customers exactly what they want while using resources well.