Operations Management: Sustainability and Supply Chain Management

Front Cover
Title Page
Copyright Page
Brief Table of Contents
Table of Contents
Preface
	About the Authors
Instructor Teaching Resources
Acknowledgments
Part One Introduction to Operations Management
	Chapter 1 Operations and Productivity
		Global Company Profile: Hard Rock Cafe: Operations Management at Hard Rock Cafe
		What Is Operations Management?
		Organizing to Produce Goods and Services
		The Supply Chain
		Why Study OM?
		What Operations Managers Do
		The Heritage of Operations Management
		Operations for Goods and Services
			Growth of Services
			Service Pay
		The Productivity Challenge
			OM in Action Improving Productivity at Starbucks
			Productivity Measurement
			Productivity Variables
			Productivity and the Service Sector
			OM in Action Taco Bell Improves Productivity and Goes Green to Lower Costs
		Current Challenges in Operations Management
		Ethics, Social Responsibility, and Sustainability
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software for Productivity Analysis
		Solved Problems
		Problems
		Case Studies
			Aldi: Changing the Landscape of Grocery Shopping
		Video Case Studies
			Frito-Lay: Operations Management in Manufacturing
			Hard Rock Cafe: Operations Management in Services
			Celebrity Cruises: Operations Management at Sea
		Endnotes
		Bibliography
		Chapter 1 Rapid Review
		Self Test
	Chapter 2 Operations Strategy in a Global Environment
		Global Company Profile: Boeing: Boeing’s Global Supply-Chain StrategyYields Competitive Advantage
		A Global View of Operations and Supply Chains
			Cultural and Ethical Issues
		Determining Missions and Strategies
			Mission
			Strategy
		Achieving Competitive Advantage Through Operations
			Competing on Differentiation
			Competing on Cost
			Competing on Response
		Issues in Operations Strategy
		Strategy Development and Implementation
			OM in Action Amazon Updates Sears’ Strategy
			Key Success Factors and Core Competencies
			Integrating Om with Other Activities
			Building and Staffing the Organization
			Implementing the 10 Strategic Om Decisions
		Strategic Planning, Core Competencies, and Outsourcing
			The Theory of Comparative Advantage
			Risks of Outsourcing
			OM in Action China Outsources Too—to Ethiopia
			Rating Outsource Providers
		Global Operations Strategy Options
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Outsourcing Problems
		Solved Problems
		Problems
		Case Studies
			Outsourcing: Ethiopia
		Video Case Studies
			Strategy at Regal Marine
			Hard Rock Cafe’s Global Strategy
			Outsourcing Offshore at Darden
		Endnotes
		Bibliography
		Chapter 2 Rapid Review
		Self Test
	Chapter 3 Project Management
		Global Company Profile:Bechtel Group:Project Management Provides a Competitive Advantage for Bechtel
		The Importance of Project Management
		Project Planning
			The Project Manager
			Work Breakdown Structure
		Project Scheduling
			OM in Action Delta’s Ground Crew Orchestrates a Smooth Takeoff
		Project Controlling
		Project Management Techniques: Pert and Cpm
			The Framework of Pert and Cpm
			Network Diagrams and Approaches
			Activity-on-node Example
			Activity-on-arrow Example
		Determining the Project Schedule
			Forward Pass
			Backward Pass
			Calculating Slack Time and Identifying the Critical Path(s)
		Variability in Activity Times
			Three Time Estimates in Pert
			Probability of Project Completion
		Cost-time Trade-offs and Project Crashing
		A Critique of Pert and Cpm
			OM in Action Behind the Tour de France
		Using Microsoft Project to Manage Projects
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Project Management Problems
		Solved Problems
		Problems
		Video Case Studies
			Project Management at Arnold Palmer Hospital
			Managing Hard Rock’s Rockfest
		Endnotes
		Bibliography
		Chapter 3 Rapid Review
		Self Test
	Chapter 4 Forecasting
		Global Company Profile:Walt Disney Parks & Resorts:Forecasting Provides a CompetitiveAdvantage for Disney
		What Is Forecasting?
			Forecasting Time Horizons
			Types of Forecasts
		The Strategic Importance of Forecasting
			Supply Chain Management
			Human Resources
			Capacity
		Seven Steps in the Forecasting System
		Forecasting Approaches
			Overview of Qualitative Methods
			Overview of Quantitative Methods
		Time-series Forecasting
			Decomposition of a Time Series
			OM in Action:Forecasting at Olive Garden
			Naive Approach
			Moving Averages
			Exponential Smoothing
			Measuring Forecast Error
			Exponential Smoothing with Trend Adjustment
			Trend Projections
			Seasonal Variations in Data
			Cyclical Variations in Data
		Associative Forecasting Methods: Regression and Correlation Analysis
			Using Regression Analysis for Forecasting
			Standard Error of the Estimate
			Correlation Coefficients for Regression Lines
			Multiple Regression Analysis
			OM in Action:NYC’s Potholes and Regression Analysis
		Monitoring and Controlling Forecasts
			Adaptive Smoothing
			Focus Forecasting
		Forecasting in the Service Sector
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software in Forecasting
		Solved Problems
		Problems
		Case Study
			Southwestern University: (B)
		Video Case Studies
			Forecasting Ticket Revenue for Orlando Magic Basketball Games
			Forecasting at Hard Rock Cafe
		Endnotes
		Bibliography
		Chapter 4 Rapid Review
		Self Test
Part Two Designing Operations
	Chapter 5 Design of Goods and Services
		Global Company Profile:Regal Marine:Product Strategy Provides Competitive Advantage at Regal Marine
		Goods and Services Selection
			Product Strategy Options Support Competitive Advantage
			Product Life Cycles
			Life Cycle and Strategy
			Product-by-value Analysis
		Generating New Products
		Product Development
			Product Development System
			Quality Function Deployment (qfd)
			Organizing for Product Development
			Manufacturability and Value Engineering
		Issues for Product Design
			Robust Design
			Modular Design
			Computer-aided Design (CAD) and Computer-aided Manufacturing (CAM)
			Virtual Reality Technology
			Value Analysis
			Sustainability and Life Cycle Assessment (LCA)
		Product Development Continuum
			OM in Action:Product Design at McDonald’s
			Purchasing Technology by Acquiring a Firm
			Joint Ventures
			Alliances
		Defining a Product
			Make-or-buy Decisions
			Group Technology
		Documents for Production
			Product Life-cycle Management (plm)
		Service Design
			Designing More Efficient Services
			OM in Action:Amazon Pushes Product Design
			Documents for Services
		Application of Decision Trees to Product Design
		Transition to Production
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Solved Problem
		Problems
		Case Study
			Product Design at McDonald’s: Standardization vs. Localization
		Video Case Studies
			Product Design at Regal Marine
			Celebrity Cruises Designs a New Ship
		Endnote
		Bibliography
		Chapter 5 Rapid Review
		Self Test
	Supplement 5 Sustainability in the Supply Chain
		Corporate Social Responsibility
		Sustainability
			Systems View
			Commons
			Triple Bottom Line
			OM in Action:Blue Jeans and Sustainability
		Design and Production for Sustainability
			Product Design
			Production Process
			Logistics
			End-of-life Phase
		Regulations and Industry Standards
			OM in Action:Designing for End of Life
			International Environmental Policies and Standards
			OM in Action:Subaru’s Clean, Green Set of Wheels with ISO 14001 and ISO 50001
		Summary
		Key Terms
		Discussion Questions
		Solved Problems
		Problems
		Video Case Studies
			Building Sustainability at the Orlando Magic’s Amway Center
			Green Manufacturing and Sustainability at Frito-Lay
			“Saving the Waves” at Celebrity Cruises
		Endnotes
		Bibliography
		Supplement 5 Rapid Review
		Self Test
	Chapter 6 Managing Quality
		Global Company Profile:Arnold Palmer Hospital:Managing Quality Provides a CompetitiveAdvantage at Arnold Palmer Hospital
		Quality and Strategy
		Defining Quality
			Implications of Quality
			Malcolm Baldrige National Quality Award
			Iso 9000 International Quality Standards
			Cost of Quality (COQ)
			Ethics and Quality Management
		Total Quality Management
			Continuous Improvement
			Six Sigma
			Employee Empowerment
			Benchmarking
			Just-in-time (JIT)
			Taguchi Concepts
			OM in Action:A Hospital Benchmarks Against the Ferrari Racing Team?
			Knowledge of TQM Tools
		Tools of TQM
			Check Sheets
			Scatter Diagrams
			Cause-and-effect Diagrams
			Pareto Charts
			Flowcharts
			Histograms
			Statistical Process Control (spc)
		The Role of Inspection
			When and Where to Inspect
			OM in Action:Inspecting the Boeing 787
			Source Inspection
			Service Industry Inspection
			Inspection of Attributes Versus Variables
			OM in Action:Safe Patients, Smart Hospitals
		TQM in Services
			OM in Action:Richey International’s Spies
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Study
			Southwestern University: (C)*
		Video Case Studies
			The Culture of Quality at Arnold Palmer Hospital
			Quality Counts at Alaska Airlines
			Celebrity Cruises: A Premium Experience
		Endnotes
		Bibliography
		Chapter 6 Rapid Review
		Self Test
	Supplement 6 Statistical Process Control
		Statistical Process Control (SPC)
			Control Charts for Variables
			The Central Limit Theorem
			Setting Mean Chart Limits (x-Charts)
			Setting Range Chart Limits ( R-Charts)
			Using Mean and Range Charts
			Control Charts for Attributes
			OM in Action:Trying to Land a Seat with Frequent Flyer Miles
			Managerial Issues and Control Charts
		Process Capability
			Process Capability Ratio (Cp)
			Process Capability Index (Cpk)
		Acceptance Sampling
			Operating Characteristic Curve
			Average Outgoing Quality
		Summary
		Key Terms
		Discussion Questions
		Using Software for SPC
		Solved Problems
		Problems
		Case Study
			Bayfield Mud Company
		Video Case Studies
			Frito-Lay’s Quality-Controlled Potato Chips
			Farm to Fork: Quality at Darden Restaurants
		Endnotes
		Bibliography
		Supplement 6 Rapid Review
		Self Test
	Chapter 7 Process Strategies
		Global Company Profile:Harley-Davidson:Repetitive Manufacturing Works at Harley-Davidson
		Four Process Strategies
			Process Focus
			Repetitive Focus
			Product Focus
			Mass Customization Focus
			OM in Action:Mass Customization for Straight Teeth
			Process Comparison
		Selection of Equipment
		Process Analysis and Design
			Flowchart
			Time-function Mapping
			Process Charts
			Value-stream Mapping
			Service Blueprinting
		Special Considerations for Service Process Strategies
		Production Technology
			Machine Technology
			Automatic Identification Systems (AISs) and RFID
			Process Control
			OM in Action:500,000 Tons of Steel; 14 Jobs
			Vision Systems
			Robots
			Automated Storage and Retrieval Systems (ASRSs)
			Automated Guided Vehicles (AGVs)
			Flexible Manufacturing Systems (FMSs)
			Computer-integrated Manufacturing (CIM)
			OM in Action:Technology Changes the Hotel Industry
		Technology in Services
		Process Redesign
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Solved Problem
		Problems
		Case Study
			Rochester Manufacturing’s Process Decision
		Video Case Studies
			Process Strategy at Wheeled Coach
			Alaska Airlines: 20-Minute Baggage Process—Guaranteed!
			Process Analysis at Arnold Palmer Hospital
		Endnotes
		Bibliography
		Chapter 7 Rapid Review
		Self Test
	Supplement 7 Capacity and Constraint Management
		Capacity
			Design and Effective Capacity
			Capacity and Strategy
			Capacity Considerations
			Managing Demand
			OM in Action:Matching Airline Capacity to Demand
			Service-sector Demand and Capacity Management
		Bottleneck Analysis and the Theory of Constraints
			Theory of Constraints
			Bottleneck Management
		Break-even Analysis
			Single-product Case
			Multiproduct Case
		Reducing Risk with Incremental Changes
		Applying Expected Monetary Value (emv) to Capacity Decisions
		Applying Investment Analysis to Strategy-driven Investments
			Investment, Variable Cost, and Cash Flow
			Net Present Value
		Summary
		Key Terms
		Discussion Questions
		Using Software for Break-even Analysis
		Solved Problems
		Problems
		Video Case Studies
			Capacity Planning at Arnold Palmer Hospital
		Bibliography
		Supplement 7 Rapid Review
		Self Test
	Chapter 8 Location Strategies
		Global Company Profile:FedEx:Location Provides CompetitiveAdvantage for FedEx
		The Strategic Importance of Location
		Factors That Affect Location Decisions
			Labor Productivity
			Exchange Rates and Currency Risk
			Costs
			OM in Action:Iowa—Home of Corn and Facebook
			Political Risk, Values, and Culture
			Proximity to Markets
			Proximity to Suppliers
			Proximity to Competitors (clustering)
		Methods of Evaluating Location Alternatives
			OM in Action:Denmark’s Meat Cluster
			The Factor-rating Method
			Locational Cost–volume Analysis
			Center-of-gravity Method
			Transportation Model
		Service Location Strategy
			OM in Action:How La Quinta Selects Profitable Hotel Sites
		Geographic Information Systems
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Location Problems
		Solved Problems
		Problems
		Case Study
			Southern Recreational Vehicle Company
		Video Case Studies
			Locating the Next Red Lobster Restaurant
			Where to Place the Hard Rock Cafe
		Endnote
		Bibliography
		Chapter 8 Rapid Review
		Self Test
	Chapter 9 Layout Strategies
		Global Company Profile:McDonald’s:McDonald’s Looks for Competitive Advantage Through Layout
		The Strategic Importance of Layout Decisions
		Types of Layout
		Office Layout
		Retail Layout
			Servicescapes
		Warehouse and Storage Layouts
			OM in Action:Amazon Warehouses Are Full of Robots
			Cross-docking
			Random Stocking
			Customizing
		Fixed-position Layout
		Process-oriented Layout
			Computer Software for Process-oriented Layouts
		Focused Facilities
			Work Cells
			Focused Work Center
			Focused Factory
		Repetitive and Product-oriented Layout
			Assembly-line Balancing
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Layout Problems
		Solved Problems
		Problems
		Case Study
			State Automobile License Renewals
		Video Case Studies
			Laying Out Arnold Palmer Hospital’s New Facility
			Facility Layout at Wheeled Coach
		Bibliography
		Chapter 9 Rapid Review
		Self Test
	Chapter 10 Human Resources, Job Design, and Work Measurement
		Global Company Profile:NASCAR’s Racing Teams:High-Performance Teamwork Makes the Difference Between Winning and Losing
		Human Resource Strategy for Competitive Advantage
			Constraints on Human Resource Strategy
		Labor Planning
			Employment-stability Policies
			Work Schedules
			Job Classifications and Work Rules
		Job Design
			Labor Specialization
			Job Expansion
			Psychological Components of Job Design
			Self-directed Teams
			OM in Action:Using Incentives to Unsnarl Traffic Jams in the OR
			Motivation and Incentive Systems
		Ergonomics and the Work Environment
			OM in Action:The Missing Perfect Chair
		Methods Analysis
		The Visual Workplace
		Labor Standards
			Historical Experience
			Time Studies
			Predetermined Time Standards
			OM in Action:UPS:The Tightest Ship in the Shipping Business
			Work Sampling
		Ethics
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Study
			Fast & Fresh Pastry
		Video Case Studies
			The “People” Focus:Human Resources at Alaska Airlines
			Hard Rock’s Human Resource Strategy
		Bibliography
		Chapter 10 Rapid Review
		Self Test
Part Three Managing Operations
	Chapter 11 Supply Chain Management
		Gllobal Company Profile:Red Lobster:Red Lobster’s Supply Chain Yields a Competitive Advantage
		The Supply Chain’s Strategic Importance
			OM in Action:A Rose Is a Rose, but Only If It Is Fresh
		Sourcing Issues: Make-or-buy and Outsourcing
			Make-or-buy Decisions
			Outsourcing
		Six Sourcing Strategies
			Many Suppliers
			Few Suppliers
			OM in Action:The Complex Supply Chain for Apple and Samsung
			Vertical Integration
			Joint Ventures
			Keiretsu Networks
			Virtual Companies
		Supply Chain Risk
			Risks and Mitigation Tactics
			Security and JIT
		Managing the Integrated Supply Chain
			Issues in Managing the Integrated Supply Chain
			Opportunities in Managing the Integrated Supply Chain
		Building the Supply Base
			Supplier Evaluation
			Supplier Development
			Negotiations
			Contracting
			Centralized Purchasing
			E-procurement
		Logistics Management
			Shipping Systems
			Warehousing
			Third-party Logistics (3pl)
			OM in Action:DHL’s Role in the Supply Chain
		Distribution Management
		Ethics and Sustainable Supply Chain Management
			Supply Chain Management Ethics
			Establishing Sustainability in Supply Chains
		Measuring Supply Chain Performance
			Assets Committed to Inventory
			Benchmarking the Supply Chain
			The SCOR Model
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Solved Problem
		Problems
		Video Case Studies
			Darden’s Global Supply Chains
			Supply Chain Management at Regal Marine
			Arnold Palmer Hospital’s Supply Chain
		Bibliography
		Chapter 11 Rapid Review
		Self Test
	Supplement 11 Supply Chain Management Analytics
		Techniques for Evaluating Supply Chains
		Evaluating Disaster Risk in the Supply Chain
		Managing the Bullwhip Effect
			A Bullwhip Effect Measure
			OM in Action:RFID Helps Control the Bullwhip
		Supplier Selection Analysis
		Transportation Mode Analysis
		Warehouse Storage
		Summary
		Discussion Questions
		Solved Problems
		Problems
		Bibliography
		Supplement 11 Rapid Review
		Self Test
	Chapter 12 Inventory Management
		Global Company Profile:Amazon.com:Inventory Management Provides Competitive Advantage at Amazon.com
		The Importance of Inventory
			Functions of Inventory
			Types of Inventory
		Managing Inventory
			ABC Analysis
			OM in Action:Inventory Accuracy at Milton Bradley
			Record Accuracy
			Cycle Counting
			Control of Service Inventories
			OM in Action:Retail’s Last 10 Yards
		Inventory Models
			Independent Vs. Dependent Demand
			Holding, Ordering, and Setup Costs
		Inventory Models for Independent Demand
			The Basic Economic Order Quantity (EOQ) Model
			Minimizing Costs
			Reorder Points
			Production Order Quantity Model
			Quantity Discount Models
		Probabilistic Models and Safety Stock
			Other Probabilistic Models
		Single-period Model
		Fixed-period (P) Systems
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Inventory Problems
		Solved Problems
		Problems
		Case Study
			Zhou Bicycle Company
		Video Case Studies
			Managing Inventory at Frito-Lay
			Inventory Management at Celebrity Cruises
			Inventory Control at Wheeled Coach
		Endnotes
		Bibliography
		Chapter 12 Rapid Review
		Self Test
	Chapter 13 Aggregate Planning and S&OP
		Global Company Profile:Frito-Lay:Aggregate Planning Provides a Competitive Advantage at Frito-Lay
		The Planning Process
		Sales and Operations Planning
		The Nature of Aggregate Planning
			OM in Action:Building the Plan at Snapper
		Aggregate Planning Strategies
			Capacity Options
			Demand Options
			Mixing Options to Develop a Plan
		Methods for Aggregate Planning
			Graphical Methods
			Mathematical Approaches
		Aggregate Planning in Services
			Restaurants
			Hospitals
			National Chains of Small Service Firms
			Miscellaneous Services
			Airline Industry
		Revenue Management
			OM in Action:Revenue Management Makes Disney the “King” of the Broadway Jungle
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software for Aggregate Planning
		Solved Problems
		Problems
		Case Study
			Andrew-Carter, Inc.
		Video Case Studies
			Using Revenue Management to Set Orlando Magic Ticket Prices
		Bibliography
		Chapter 13 Rapid Review
		Self Test
	Chapter 14 Material Requirements Planning (MRP) and ERP
		Global Company Profile:Wheeled Coach:MRP Provides a Competitive Advantage for Wheeled Coach
		Dependent Demand
		Dependent Inventory Model Requirements
			Master Production Schedule
			Bills of Material
			Accurate Inventory Records
			Purchase Orders Outstanding
			Lead Times for Components
		MRP Structure
		MRP Management
			MRP Dynamics
			MRP Limitations
		Lot-sizing Techniques
		Extensions of MRP
			Material Requirements Planning II (MRP II)
			Closed-loop MRP
			Capacity Planning
		MRP in Services
			Distribution Resource Planning (DRP)
		Enterprise Resource Planning (ERP)
			OM in Action:Managing Benetton with ERP Software
			ERP in the Service Sector
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve MRP Problems
		Solved Problems
		Problems
		Case Study
			Hill’s Automotive, Inc.
		Video Case Studies
			When 18,500 Orlando Magic Fans Come to Dinner
			MRP at Wheeled Coach
		Endnotes
		Bibliography
		Chapter 14 Rapid Review
		Self Test
	Chapter 15 Short-term Scheduling
		Global Company Profile:Alaska Airlines:Scheduling Flights When Weather Is the Enemy
		The Importance of Short-term Scheduling
		Scheduling Issues
			Forward and Backward Scheduling
			OM in Action:Prepping for the Orlando Magic Basketball Game
			Finite and Infinite Loading
			Scheduling Criteria
		Scheduling Process-focused Facilities
		Loading Jobs
			Input–output Control
			Gantt Charts
			Assignment Method
		Sequencing Jobs
			Priority Rules for Sequencing Jobs
			Critical Ratio
			Sequencing N Jobs on Two Machines: Johnson’s Rule
			Limitations of Rule-based Sequencing Systems
		Finite Capacity Scheduling (FCS)
		Scheduling Services
			OM in Action:Starbucks’ Controversial Scheduling Software
			Scheduling Service Employees with Cyclical Scheduling
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software for Short-term Scheduling
		Solved Problems
		Problems
		Case Study
			Old Oregon Wood Store
		Video Case Studies
			From the Eagles to the Magic: Converting the Amway Center
			Scheduling at Hard Rock Cafe
		Endnotes
		Bibliography
		Chapter 15 Rapid Review
		Self Test
	Chapter 16 Lean Operations
		Global Company Profile:Toyota Motor Corporation:Achieving Competitive Advantage with Lean Operations at Toyota Motor Corporation
		Lean Operations
			Eliminate Waste
			OM in Action:Toyota’s New Challenge
			Remove Variability
			Improve Throughput
		Lean and Just-in-time
			Supplier Partnerships
			Lean Layout
			Lean Inventory
			Lean Scheduling
			Lean Quality
		Lean and the Toyota Production System
			Continuous Improvement
			Respect for People
			OM in Action:Dr Pepper’s Move to Kaizen
			Processes and Standard Work Practice
		Lean Organizations
			Building a Lean Organization
			OM in Action:Lean Delivers the Medicine
			Lean Sustainability
		Lean in Services
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Solved Problem
		Problems
		Video Case Studies
			Lean Operations at Alaska Airlines
			JIT at Arnold Palmer Hospital
		Endnote
		Bibliography
		Chapter 16 Rapid Review
		Self Test
	Chapter 17 Maintenance and Reliability
		Global Company Profile:Orlando Utilities Commission:Maintenance Provides a CompetitiveAdvantage for the Orlando Utilities Commission
		The Strategic Importance of Maintenance and Reliability
		Reliability
			System Reliability
			Providing Redundancy
		Maintenance
			Implementing Preventive Maintenance
			Increasing Repair Capabilities
			Autonomous Maintenance
		Total Productive Maintenance
		Summary
		Key Terms
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Reliability Problems
		Solved Problems
		Problems
		Video Case Studies
			Maintenance Drives Profits at Frito-Lay
		Bibliography
		Chapter 17 Rapid Review
		Self Test
Part Four Business Analytics Modules
	Module A Decision-making Tools
		The Decision Process in Operations
		Fundamentals of Decision Making
		Decision Tables
		Types of Decision-making Environments
			Decision Making Under Uncertainty
			Decision Making Under Risk
			Decision Making Under Certainty
			Expected Value of Perfect Information (EVPI)
		Decision Trees
			A More Complex Decision Tree
		Summary
		Key Terms
		Discussion Questions
		Using Software for Decision Models
		Solved Problems
		Problems
		Case Study
			Festival App
		Endnote
		Bibliography
		Module A Rapid Review
		Self Test
	Module B Linear Programming
		Why Use Linear Programming?
		Requirements of a Linear Programming Problem
		Formulating Linear Programming Problems
			Glickman Electronics Example
		Graphical Solution to a Linear Programming Problem
			Graphical Representation of Constraints
			Iso-profit Line Solution Method
			Corner-point Solution Method
		Sensitivity Analysis
			Sensitivity Report
			Changes in the Resources or Right-hand-side Values
			Changes in the Objective Function Coefficient
		Solving Minimization Problems
			OM in Action:LP at UPS
		Linear Programming Applications
			Production-mix Example
			Diet Problem Example
			Labor Scheduling Example
		The Simplex Method of Lp
		Integer and Binary Variables
			Creating Integer and Binary Variables
			Linear Programming Applications with Binary Variables
			A Fixed-charge Integer Programming Problem
		Summary
		Key Terms
		Discussion Questions
		Using Software to Solve LP Problems
		Solved Problems
		Problems
		Case Study
			GuitarsToday: Assembly
		Video Case Study
			Scheduling Challenges at Alaska Airlines
		Endnotes
		Bibliography
		Module B Rapid Review
		Self Test
	Module C Transportation Models
		Transportation Modeling
		Developing an Initial Solution
			The Northwest-corner Rule
			The Intuitive Lowest-cost Method
		The Stepping-stone Method
		Special Issues in Modeling
			Demand Not Equal to Supply
			Degeneracy
		Summary
		Key Terms
		Discussion Questions
		Using Software to Solve Transportation Problems
		Solved Problems
		Problems
		Case Study
			Custom Vans, Inc.
		Bibliography
		Module C Rapid Review
		Self Test
	Module D Waiting-line Models
		Queuing Theory
		Characteristics of a Waiting-line System
			Arrival Characteristics
			Waiting-line Characteristics
			Service Characteristics
			Measuring a Queue’s Performance
			OM in Action:Zero Wait Time Guarantee at this Michigan Hospital’s ER
		Queuing Costs
		The Variety of Queuing Models
			Model A (M/M/1): Single-server Queuing Model with Poisson Arrivals and Exponential Service Times
			Model B (M/M/S): Multiple-server Queuing Model
			Model C (M/D/1): Constant-service-time Model
			Little’s Law
			Model D (M/M/1 with Finite Source): Finite-population Model
		Other Queuing Approaches
		Summary
		Key Terms
		Discussion Questions
		Using Software to Solve Queuing Problems
		Solved Problems
		Problems
		Case Study
			New England Foundry
			Waiting in line: QuickMart Grocery
		Endnotes
		Bibliography
		Module D Rapid Review
		Self Test
	Module E Learning Curves
		What Is a Learning Curve?
		Learning Curves in Services and Manufacturing
		Applying the Learning Curve
			Doubling Approach
			Formula Approach
			Learning-curve Table Approach
		Strategic Implications of Learning Curves
		Limitations of Learning Curves
		Summary
		Key Term
		Discussion Questions
		Using Software for Learning Curves
		Solved Problems
		Problems
		Case Study
			SMT’s Negotiation with IBM
		Bibliography
		Module E Rapid Review
		Self Test
	Module F Simulation
		What Is Simulation?
		Advantages and Disadvantages of Simulation
		Monte Carlo Simulation
			OM in Action Simulation Takes the Kinks Out of Starbucks’ Lines
		Simulation with Two Decision Variables: an Inventory Example
		Summary
		Key Terms
		Discussion Questions
		Using Software in Simulation
		Solved Problems
		Problems
		Case Study
			Alabama Airlines’ Call Center
		Endnote
		Bibliography
		Module F Rapid Review
		Self Test
	Module G Applying Analytics to Big Data in Operations Management
		Introduction to Big Data and Business Analytics
			OM in Action:UPS Forecasting Improves Logistics Planning Through Predictive Analysis
		Data Management
			Graphical Techniques for Cleaning Data
			Excel Techniques for Cleaning Data
			Using Excel’s Pivottable Tool
		Data Visualization
			Using Excel’s Visualization Tools
		Predictive and Prescriptive Business Analytics Tools
			Other Business Analytics Tools Not Covered in This Text
		Summary
		Key Terms
		Discussion Questions
		Solved Problems
		Problems
		Endnote
		Bibliography
		Module G Rapid Review
		Self Test
Appendixes
Appendix I
Appendix II
Appendix III
Name Index
General Index