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Operations Management: Contemporary Concepts and Cases

ISBN: 9780073137063 | 0073137065
Edition: 3rd
Format: Paperback
Publisher: McGraw-Hill/Irwin
Pub. Date: 11/7/2005

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Table of Contents
About the Authorviii
Prefaceix
PART ONE INTRODUCTION
1(50)
The Operations Function
2... MORE(16)
Definition of Operations Management
3(2)
Decisions at Pizza U.S.A.
5(2)
Operations Decisions---A Framework
7(2)
Cross-Functional Decision Making
9(2)
Operations as a Process
11(2)
Contemporary Operations Themes
13(3)
Services and Manufacturing
13(1)
Customer-Directed Operations
13(1)
Lean Operations
14(1)
Integration of Operations with Other Functions
14(1)
Environmental Concerns
14(1)
Supply Chain Management
14(1)
Globalization of Operations
15(1)
Key Points
16(2)
Student Internet Exercises
16(1)
Discussion Questions
17(1)
Selected Bibliography
17(1)
Operations and Supply Chain Strategy
18(16)
Operations Strategy Model
19(5)
Corporate and Business Strategy
19(1)
Operations Mission
20(1)
Distinctive Competence
20(1)
Operations Objectives
21(1)
Operations Policies
22(2)
Emphasis on Operations Objectives
24(1)
Linking Strategies
25(2)
Operations Competence
27(1)
Global Scope of Operations
28(2)
Supply Chain Strategy
30(1)
Key Points
30(4)
Student Internet Exercises
31(1)
Discussion Questions
32(1)
Selected Bibliography
32(2)
Product Design
34(17)
Strategies for New-Product Introduction
35(1)
New-Product Development Process
36(3)
Concept Development
37(1)
Product Design
37(1)
Pilot Production/Testing
38(1)
Cross-Functional Product Design
39(1)
Quality Function Deployment
40(4)
Customer Attributes
40(1)
Engineering Characteristics
41(3)
Value Analysis
44(1)
Modular Design
45(2)
Key Points
47(4)
Student Internet Exercises
48(1)
Discussion Questions
48(1)
Selected Bibliography
49(2)
PART TWO PROCESS DESIGN
51(84)
Process Selection
52(22)
Product-Flow Characteristics
53(5)
Classification by Type of Customer Order
58(3)
Process Selection Decisions
61(2)
Product-Process Strategy
63(1)
Focused Operations
64(2)
Mass Customization
66(2)
Cross-Functional Decision Making
68(2)
Key Points
70(4)
Student Internet Exercises
71(1)
Discussion Questions
71(1)
Selected Bibliography
72(2)
Service Process Design
74(17)
Defining Service
75(1)
The Service-Product Bundle
76(2)
Service Guarantees
78(2)
Cycle of Service
80(1)
Customer Contact
81(1)
Service Matrix
82(3)
Employees and Service
85(3)
Key Points
88(3)
Student Internet Exercises
89(1)
Discussion Questions
89(1)
Selected Bibliography
90(1)
Choice of Technology
91(20)
Computer-Integrated Manufacturing
92(6)
Computer-Aided Design
92(2)
Computer-Aided Manufacturing
94(2)
Robotics
96(1)
Implementation of CIM
97(1)
Automated Offices and Services
98(4)
Office Technology
98(2)
Service Industries
100(2)
Enterprise Resource Planning Systems
102(1)
The Internet and E-Business
103(3)
Technology Choice
106(2)
Key Points
108(3)
Student Internet Exercises
109(1)
Discussion Questions
109(1)
Selected Bibliography
110(1)
Process-Flow Analysis
111(24)
Process Thinking
112(1)
The Process View of Business
112(2)
Measuring Process Flows
114(3)
Flowchart Analysis
117(1)
Materials-Flow Analysis
118(2)
Information-Flow Analysis
120(2)
Service Blueprinting
122(3)
Business Process Reengineering
125(4)
Key Points
129(6)
Student Internet Exercises
129(2)
Discussion Questions
131(1)
Problems
132(1)
Selected Bibliography
133(2)
PART THREE QUALITY
135(52)
Managing Quality
136(23)
Quality Definitions
137(2)
Service Quality
139(2)
Quality Planning, Control, and Improvement
141(3)
The Quality Gurus
144(4)
W. Edwards Deming
145(1)
Joseph Juran
146(1)
Phillip Crosby
146(2)
ISO 9000 Standards
148(1)
Malcolm Baldrige Award
149(2)
Quality and Financial Performance
151(3)
Why Some Quality Improvement Efforts Fail
154(1)
Key Points
155(4)
Student Internet Exercises
156(1)
Discussion Questions
156(1)
Selected Bibliography
157(2)
Quality Control and Improvement
159(28)
Design of Quality Control Systems
160(3)
Process Quality Control
163(2)
Attribute Control
165(1)
Variables Control
166(2)
Using Control Charts
168(1)
Continuous Improvement
169(4)
Six Sigma
173(2)
Quality Control in Industry
175(3)
Key Points
178(9)
Student Internet Exercises
179(1)
Solved Problems
179(3)
Discussion Questions
182(1)
Problems
182(4)
Selected Bibliography
186(1)
PART FOUR CAPACITY AND SCHEDULING
187(144)
Supply Chain Management
188(26)
Definitions and Terminology
189(3)
System Interactions
192(3)
Coordination in the Supply Chain
195(2)
Measuring Supply Chain Performance
197(3)
Supply Chain Strategies
200(2)
Structural Improvement
202(2)
Improvement in Infrastructure
204(2)
The Internet and Supply Chains
206(2)
Virtual Supply Chains
208(2)
Key Points
210(4)
Student Internet Exercises
211(1)
Discussion Questions
211(1)
Selected Bibliography
212(2)
Forecasting
214(34)
A Forecasting Framework
216(3)
Qualitative Forecasting Methods
219(1)
Time-Series Forecasting
219(2)
Moving Average
221(2)
Exponential Smoothing
223(2)
Forecast Errors
225(3)
Advanced Time-Series Forecasting
228(1)
Causal Forecasting Methods
228(4)
Selecting a Forecasting Method
232(2)
Collaborative Planning, Forecasting, and Replenishment
234(1)
Key Points
235(13)
Student Internet Exercises
236(1)
Solved Problems
236(2)
Discussion Questions
238(1)
Problems
239(2)
Selected Bibliography
241(2)
Supplement: Advanced Methods
243(5)
Facilities and Aggregate Planning
248(35)
Facilities Decisions
249(1)
Facilities Strategy
250(4)
Amount of Capacity
251(1)
Size of Units/Facilities
252(1)
Timing of Facility Additions
253(1)
Types of Facilities
253(1)
Aggregate Planning Definition
254(1)
Planning Options
255(3)
Basic Strategies
258(1)
Aggregate Planning Costs
259(1)
Example of Costing
260(6)
Sales and Operations Planning
266(1)
Key Points
267(16)
Student Internet Exercises
268(1)
Soleed Problems
268(5)
Discussion Questions
273(1)
Problems
274(4)
Selected Bibliography
278(1)
Supplement: Mathematical Models
279(4)
Scheduling Operations
283(22)
Batch Scheduling
284(1)
Gantt Charting
285(3)
Finite Capacity Scheduling
288(2)
Theory of Constraints
290(2)
Priority Dispatching Rules
292(1)
Infinite Capacity Loading
293(2)
Planning and Control Systems
295(2)
Key Points
297(8)
Student Internet Exercises
298(1)
Solved Problems
299(2)
Discussion Questions
301(1)
Problems
301(2)
Selected Bibliography
303(2)
Project Planning and Scheduling
305(26)
Objectives and Trade-Offs
306(1)
Planning and Control in Projects
306(2)
Scheduling Methods
308(1)
Constant-Time Networks
309(5)
PERT Method
314(4)
CPM Method
318(2)
Use of Project Management Concepts
320(1)
Key Points
321(10)
Student Internet Exercises
322(1)
Solved Problems
323(3)
Discussion Questions
326(1)
Problems
327(2)
Selected Bibliography
329(2)
PART FIVE INVENTORY
331(86)
Independent-Demand Inventory
332(32)
Purpose of Inventories
334(1)
Inventory Cost Structures
335(2)
Independent versus Dependent Demand
337(1)
Economic Order Quantity
338(3)
Continuous Review System
341(5)
Periodic Review System
346(2)
Using P and Q Systems in Practice
348(3)
ABC Inventory Management
351(2)
Key Points
353(11)
Student Internet Exercises
354(1)
Solved Problems
354(3)
Discussion Questions
357(1)
Problems
357(3)
Selected Bibliography
360(1)
Supplement: Advanced Models
361(3)
Materials Requirements Planning
364(28)
Definitions of MRP Systems
366(2)
MRP versus Order-Point Systems
368(3)
MRP Example
371(3)
MRP Elements
374(4)
Master Scheduling
374(1)
Bill of Materials (BOM)
375(1)
Inventory Records
375(1)
Capacity Planning
376(1)
Purchasing
377(1)
Shop-Floor Control
377(1)
Operating an MRP System
378(2)
The Successful MRP System
380(3)
Key Points
383(9)
Student Internet Exercises
384(1)
Solved Problem
384(2)
Discussion Questions
386(2)
Problems
388(2)
Selected Bibliography
390(2)
Just-in-Time Systems and Lean Thinking
392(25)
Philosophy of JIT
393(1)
Elements of a JIT System
394(4)
Stabilizing the Master Schedule
398(1)
The Kanban System
399(3)
Reducing Setup Time and Lot Sizes
402(1)
Layout and Equipment
403(1)
Effect on Workers
403(2)
Suppliers
405(1)
Implementation of JIT
406(1)
Comparison of MRP and JIT
407(1)
Beyond JIT to Lean Thinking
408(3)
Key Points
411(6)
Student Internet Exercises
412(1)
Solved Problems
413(1)
Discussion Questions
414(1)
Problems
414(1)
Selected Bibliography
415(2)
PART SIX CASE STUDIES
417(115)
Introduction
Shipper Manufacturing Company
418(3)
FHE, Inc.
421(5)
Process Design
Eastern Gear, Inc.
426(3)
The ``mi adidas'' Mass Customization Initiative
429(16)
PlasTech, Inc.
445(6)
Southwest Airlines: Singin' The (Jet) Blues
451(12)
The Field Service Division of DMI
463(3)
Quality
Customer-Driven Learning at Radisson Hotels Worldwide
466(8)
Federal Express
474(10)
Bayfield Mud Company
484(2)
Six Sigma at 3M, Inc.
486(9)
Capacity and Scheduling
Ford Motor Company: Supply Chain Strategy
495(6)
Merriwell Bag Company
501(2)
Lawn King, Inc.
503(4)
World Industrial Abrasives
507(2)
Inventory
Consolidated Electric
509(4)
Southern Toro Distributor, Inc.
513(7)
ToysPlus, Inc.
520(4)
U.S. Stroller
524(6)
Appendixes
A. Areas under the Standard Normal Probability Distribution
530(1)
B. Random Number Table
531(1)
Index532

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