Operations and Supply Chain Management

Cover
Brief Contents
Contents
About the Authors
Preface
Part 1: Basic Concepts of OM and Value Chains
	Chapter 1: Operations Management and Value Chains
		1-1 Operations Management
		1-2 OM in the Workplace
		1-3 Understanding Goods and Services
		1-4 The Concept of Value
		1-5 Customer Benefit Packages
		1-6 Value Chains
		1-7 Value Chain Frameworks
		1-8 OM: A History of Change and Challenge
		1-9 Current and Future Challenges
		Mickey Mouse: To Talk or Not?
		Zappos, A Subsidiary of Amazon
		Integrative Case: Hudson Jewelers
	Chapter 2: Measuring Performance in Operations and Value Chains
		2-1 Types of Performance Measures
		2-2 Analytics in Operations Management
		2-3 Designing Measurement Systems in Operations
		2-4 Models of Organizational Performance
		Rapido Burrito
		Greyhound Bank: Credit Card Division
		Integrative Case: Hudson Jewelers
	Chapter 3: Operations Strategy
		3-1 Gaining Competitive Advantage
		3-2 Understanding Customer Wants and Needs
		3-3 Evaluating Goods and Services
		3-4 Competitive Priorities
		3-5 OM and Strategic Planning
		3-6 A Framework for Operations Strategy
		The Greater Cincinnati Chamber of Commerce
		Sustainable Lawn Care
		Integrative Case: Hudson Jewelers
	Chapter 4: Technology and Operations Management
		4-1 Understanding Technology in Operations
		4-2 Technology in Value Chains
		4-3 Benefits and Challenges of Technology
		4-4 Technology Decisions and Implementation
		RoboJet Car Wash
		Bracket International-The RFID Decision
		Integrative Case: Hudson Jewelers
Part 2: Designing Operations and Supply Chains
	Chapter 5: Goods and Service Design
		5-1 Designing Goods and Services
		5-2 Customer-Focused Design
		5-3 Designing Manufactured Goods
		5-4 Service-Delivery System Design
		5-5 Service-Encounter Design
		5-6 An Integrative Case Study of LensCrafters
		Gulf Coast Bank: Service Guarantees
		Tom's Auto Service
		Integrative Case: Hudson Jewelers
	Chapter 6: Supply Chain Design
		6-1 Global Supply Chains
		6-2 Supply Chain Design Trade-Offs
		6-3 A Global Supply Chain Example: Inditex/Zara
		6-4 Location Decisions
		6-5 Supply Chain Optimization
		Bookmaster: Value Chain Design
		Boston Red Sox Spring Training Decision
		Integrative Case: Hudson Jewelers
	Chapter 7: Process Selection, Design, and Improvement
		7-1 Process Choice Decisions
		7-2 The Product-Process Matrix
		7-3 The Service-Positioning Matrix
		7-4 Process Design
		7-5 Mistake-Proofing Processes
		7-6 Process Improvement
		Custom Drapes, Inc.
		Hickory Medical Clinic
		Integrative Case: Hudson Jewelers
	Chapter 8: Facility and Work Design
		8-1 Facility Layout
		8-2 Designing Product Layouts
		8-3 Designing Process Layouts
		8-4 Work Measurement
		8-5 Workplace and Job Design
		Employee 842 versus The State
		BankUSA: Cash Movement
		Integrative Case: Hudson Jewelers
Part 3: Managing Operations and Supply Chains
	Chapter 9: Forecasting and Demand Planning
		9-1 Forecasting and Demand Planning
		9-2 Basic Concepts in Forecasting
		9-3 Statistical Forecasting Models
		9-4 Regression as a Forecasting Approach
		9-5 Judgmental Forecasting
		9-6 Forecasting in Practice
		United Dairies, Inc.
		BankUSA: Forecasting Help Desk Demand by Day
		Integrative Case: Hudson Jewelers
	Chapter 10: Capacity Management
		10-1 Understanding Capacity
		10-2 Capacity Measurement
		10-3 Long-Term Capacity Strategies
		10-4 Short-Term Capacity Management
		10-5 Learning Curves and Capacity Requirements
		Appleton Pulp and Paper Mill
		David Christopher, Orthopedic Surgeon
		Integrative Case: Hudson Jewelers
	Chapter 11: Process Analysis and Resource Utilization
		11-1 Resource Utilization
		11-2 Process Throughput and Bottlenecks
		11-3 Little's Law
		11-4 Managing Waiting Lines
		11-5 Simulation Models for Analyzing Queueing Processes
		11-6 The Theory of Constraints
		The University Rare Book Library Process
		Bourbon County Court
		Integrative Case: Hudson Jewelers
	Chapter 12: Managing Inventories in Supply Chains
		12-1 Understanding Inventory
		12-2 Inventory Characteristics
		12-3 ABC Inventory Analysis
		12-4 Managing Fixed-Quantity Inventory Systems
		12-5 Managing Fixed-Period Inventory Systems
		12-6 Single-Period Inventory Model
		12-7 Simulation Modeling of Inventory Systems
		Margate Hospital
		Hardy Hospital
		Integrative Case: Hudson Jewelers
	Chapter 13: Supply Chain Management and Logistics
		13-1 Managing Supply Chains
		13-2 Logistics
		13-3 Risk Management in Supply Chains
		13-4 Supply Chains in E-Commerce
		13-5 Measuring Supply Chain Performance
		13-6 Sustainability in Supply Chains
		LCC Medical Manufacturing, Inc.
		J&L Packaging, Inc.: Cash-to-Cash Conversion Cycle
		Integrative Case: Hudson Jewelers
	Chapter 14: Resource Management
		14-1 Resource Planning Framework for Goods and Services
		14-2 Aggregate Planning Options
		14-3 Strategies for Aggregate Production Planning
		14-4 Using Optimization Models for Resource Management
		14-5 Disaggregation in Manufacturing
		14-6 Capacity Requirements Planning
		Rocker Industries (A)
		Rocker Industries (B)
		Blue Note Mortgage
		Integrative Case: Hudson Jewelers
	Chapter 15: Operations Scheduling and Sequencing
		15-1 Understanding Scheduling and Sequencing
		15-2 Scheduling Applications and Approaches
		15-3 Sequencing
		15-4 Dispatching Rules for Job Shop Scheduling
		15-5 Two-Resource Sequencing Problem
		15-6 Schedule Monitoring and Control
		15-7 Vehicle Routing and Scheduling
		Luke's Balloon Shop
		Midwest Frequent Flyer Call Center
		Integrative Case: Hudson Jewelers
	Chapter 16: Quality Management
		16-1 Understanding Quality
		16-2 Influential Leaders in Modern Quality Management
		16-3 The Gap Model
		16-4 ISO 9000
		16-5 Six Sigma
		16-6 Cost-of-Quality Measurement
		16-7 The "Seven QC Tools"
		16-8 Other Quality Improvement Strategies
		Bonnie Blaine, Director of Hospital Operations
		Sunshine Enterprises
		Integrative Case: Hudson Jewelers
	Chapter 17: Quality Control and SPC
		17-1 Quality Control Systems
		17-2 Variation and Statistical Process Control
		17-3 Constructing Control Charts
		17-4 Practical Issues in SPC Implementation
		17-5 Process Capability
		Eckhardt Hospital
		Goodman Tire and Rubber Company
		Integrative Case: Hudson Jewelers
	Chapter 18: Lean Operating Systems
		18-1 Principles of Lean Operating Systems
		18-2 Lean Tools and Approaches
		18-3 Lean Six Sigma
		18-4 Lean Manufacturing and Service Tours
		18-5 Just-in-Time Systems
		18-6 Comparing Six Sigma, Lean, and the Theory of Constraints
		Kempfer Furniture, Inc.
		Community Medical Associates
		Integrative Case: Hudson Jewelers
	Chapter 19: Project Management
		19-1 The Scope of Project Management
		19-2 Techniques for Planning, Scheduling, and Controlling Projects
		19-3 Time/Cost Trade-Offs
		19-4 Uncertainty in Project Management
		University Medical Center
		Alternative Water Supply
		Integrative Case: Hudson Jewelers
Supplements
	Supplement A: Probability and Statistics
		Descriptive Statistics
		Spreadsheet Template for Statistical Analysis
		Excel Data Analysis Tools
		Sampling and Sample Size
		Probability
		Useful Probability Distributions
		Regression and Correlation
	Supplement B: Decision Analysis
		Selecting Decision Alternatives
	Supplement C: Break-Even Analysis
		Profitability Analysis
		Outsourcing Decisions
		Technology Choice Decisions
		Excel Break-Even Template
	Supplement D: Linear Optimization
		Developing Linear Optimization Models
		Solving Linear Optimization Models with Excel Solver
	Supplement E: The Transportation and Assignment Problems
		Modeling the Transportation Problem
		Modeling the Assignment Problem
	Supplement F: Queuing Models
		Queuing Systems
		Multiple Server Queuing Model
	Supplement G: Simulation
		Using Probability Distributions in Simulation
Appendix A: Areas for the Cumulative Standard Normal Distribution
Appendix B: Factors for x- and R-Control Charts
Endnotes
Glossary
Index