Operations Management: Sustainability and Supply Chain Management, Third Canadian Edition

Cover
Title Page
Copyright Page
About the Authors
Brief Contents
Table of Contents
Preface
Acknowledgmetns
Part One Introduction to Operations Management
	1 Operations and Productivity
		What Is Operations Management?
		Organizing to Produce Goods and Services
			The Supply Chain
		Why Study Operations Management?
		What Operations Managers Do
			Where Are the OM Jobs?
		The Heritage of Operations Management
		Operations in the Service Sector
			Differences Between Goods and Services
			Growth of Services
			Service Pay
		New Challenges in Operations Management
		The Productivity Challenge
			Productivity Measurement
			Productivity Variables
			Productivity and the Service Sector
		Ethics, Social Responsibility, and Sustainability
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Studies: National Air Express
		Video Case Studies: Frito‐Lay: Operations Management in Manufacturing
		Hard Rock Cafe: Operations Management in Services
		Rapid Review
		Self‐Test
	2 Operations Strategy in a Global Environment
		A Global View of Operations and Supply Chains
			Reduce Costs
			Improve the Supply Chain
			Provide Better Goods and Services
			Understand Markets
			Learn to Improve Operations
			Attract and Retain Global Talent
		Cultural and Ethical Issues
		Developing Missions and Strategies
			Mission
			Strategy
		Achieving Competitive Advantage Through Operations
			Competing on Differentiation
			Competing on Cost
			Competing on Response
		10 Strategic OM Decisions
		Issues in Operations Strategy
		Strategy Development and Implementation
			Key Success Factors and Core Competencies
			Build and Staff the Organization
			Integrate OM with Other Activities
		Strategic Planning, Core Competencies, and Outsourcing
			The Theory of Comparative Advantage
			Risks of Outsourcing
			Rating Outsource Providers
		Global Operations Strategy Options
			International Strategy
			Multidomestic Strategy
			Global Strategy
			Transnational Strategy
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Studies: Mr. Lube
		Video Case Studies: Operations Strategy at Regal Marine
		Hard Rock Cafe’s Global Strategy
		Rapid Review
		Self‐Test
	3 Project Management
		The Importance of Project Management
		Project Planning
			The Project Manager
			Work Breakdown Structure
		Project Scheduling
		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
			Advantages
			Limitations
		Using Microsoft Project to Manage Projects
			Entering Data
			Viewing the Project Schedule
			PERT Analysis
			Tracking the Time Status of a Project
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Project Management Problems
		Solved Problems
		Problems
		Case Studies: Fast Creek Lightning: (A)
		Video Case Studies: Project Management at Arnold Palmer Hospital
		Managing Hard Rock’s Rockfest
		Rapid Review
		Self‐Test
	4 Forecasting
		What Is Forecasting?
			Forecasting Time Horizons
			The Influence of Product Life Cycle
			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
			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
		Monitoring and Controlling Forecasts
			Adaptive Smoothing
			Focus Forecasting
		Forecasting in the Service Sector
			Specialty Retail Shops
			Fast‐Food Restaurants
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software in Forecasting
		Solved Problems
		Problems
		Case Studies: Fast Creek Lightning: (B)
		Video Case Studies: Forecasting at Hard Rock Cafe
		Rapid Review
		Self‐Test
Part Two Designing Operations
	5 Design of Goods and Services
		Goods and Services Selection
			Product Strategy Options Support Competitive Advantage
			Product Life Cycles
			Life Cycle and Strategy
			Product‐by‐Value Analysis
		Generating New Products
			New Product Opportunities
			Importance of 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)
			Computer‐Aided Manufacturing (CAM)
			Virtual Reality Technology
			Value Analysis
			Sustainability and Life Cycle Assessment (LCA)
		Time‐Based Competition
			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
			Process–Chain–Network (PCN) Analysis
			Adding Service Efficiency
			Documents for Services
		Application of Decision Trees to Product Design
		Transition to Production
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problem
		Problems
		Case Studies: StackTeck
		Video Case Studies: Product Strategy at Regal Marine
		Rapid Review
		Self‐Test
	5 Supplement: Sustainability in the Supply Chain
		Corporate Social Responsibility
		Sustainability
			Systems View
			Commons
			Triple Bottom Line
		Design and Production for Sustainability
			Product Design
			Production Process
			Logistics
			End‐of‐Life Phase
		Regulations and Industry Standards
			International Environmental Policies and ‐Standards
		Supplement Summary
		Discussion Questions
		Solved Problems
		Problems
		Video Case Studies: Building Sustainability at the Orlando Magic’s Amway Center
		Green Manufacturing and Sustainability at Frito‐Lay
		Rapid Review
		Self‐Test
	6 Managing Quality
		Quality and Strategy
		Defining Quality
			Implications of Quality
			National Quality Awards
			ISO 9000 International Quality Standards
			ISO 14000
			Cost of Quality (COQ)
			Ethics and Quality Management
		Total Quality Management
			Continuous Improvement
			Six Sigma
			Employee Empowerment
			Benchmarking
			Just‐in‐Time (JIT)
			Taguchi Concepts
			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
			Source Inspection
			Service Industry Inspection
			Inspection of Attributes versus Variables
		TQM in Services
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Problems
		Case Studies: Fast Creek Lightning: (C)
		Video Case Studies: The Culture of Quality at Arnold Palmer Hospital
		Quality Counts at Alaska Airlines
		TQM at Ritz‐Carlton Hotels
		Rapid Review
		Self‐Test
	6 Supplement: Statistical Process Control
		Statistical Process Control (SPC)
			Natural Variations
			Assignable Variations
			Samples
			Control Charts
			Control Charts for Variables
			The Central Limit Theorem
			Setting Mean Chart Limits (‐Charts)
			Setting Range Chart Limits (R‐Charts)
			Using Mean and Range Charts
			Control Charts for Attributes
			Managerial Issues and Control Charts
		Process Capability
			Process Capability Ratio (Cp)
			Process Capability Index (Cpk)
		Acceptance Sampling
			Operating Characteristic Curve
			Average Outgoing Quality
			Supplement Summary
			Discussion Questions
			Using Software for SPC
			Solved Problems
			Problems
			Case Studies: PEI Potato Purveyors
			Video Case Studies: Frito‐Lay’s Quality‐Controlled Potato Chips
			Farm to Fork: Quality at Darden Restaurants
			Rapid Review
			Self‐Test
	7 Process Strategy
		Four Process Strategies
			Process Focus
			Repetitive Focus
			Product Focus
			Mass Customization Focus
			Comparison of Process Choices
		Selection of Equipment and Technology
		Process Analysis and Design
			Flowchart
			Time‐Function Mapping
			Value‐Stream Mapping
			Process Charts
			Service Blueprinting
		Special Considerations for Service Process Design
			Customer Interaction and Process Design
			More Opportunities to Improve Service Processes
		Production Technology
			Machine Technology
			Automatic Identification Systems (AISs) and RFID
			Process Control
			Vision Systems
			Robots
			Automated Storage and Retrieval Systems (ASRSs)
			Automated Guided Vehicles (AGVs)
			Flexible Manufacturing Systems (FMSs)
			Computer‐Integrated Manufacturing (CIM)
		Technology in Services
		Process Redesign
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problem
		Problems
		Case Studies: Regina Manufacturing’s Process Decision
		Environmental Sustainability at Walmart
		Video Case Studies: Process Strategy at Wheeled Coach Ambulance
		Process Analysis at Arnold Palmer Hospital
		Alaska Airlines: 20‐Minute Baggage Process—Guaranteed!
		Rapid Review
		Self‐Test
	7 Supplement: Capacity and Constraint Management
		Capacity
			Design and Effective Capacity
			Capacity and Strategy
			Capacity Considerations
			Managing Demand
			Demand and Capacity Management in the Service Sector
		Bottleneck Analysis and the Theory of Constraints
			Theory of Constraints
			Bottleneck Management
		Break‐Even Analysis
			Assumptions
			Graphic Approach
			Algebraic Approach
			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
		Supplement Summary
		Discussion Questions
		Using Software for Break‐Even Analysis
		Solved Problems
		Problems
		Case Studie: Capacity Planning at Arnold Palmer Hospital
		Rapid Review
		Self‐Test
	8 Location Strategies
		The Strategic Importance of Location
			Location and Costs
		Factors that Affect Location Decisions
			Labour Productivity
			Exchange Rates and Currency Risk
			Costs
			Political Risk, Values, and Culture
			Proximity to Markets
			Proximity to Suppliers
			Proximity to Competitors (Clustering)
		Methods of Evaluating Location Alternatives
			The Factor Rating Method
			Locational Break‐Even Analysis
			Centre‐of‐Gravity Method
			Transportation Model
		Service Location Strategy
			Geographic Information Systems
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Location Problems
		Solved Problems
		Problems
		Case Studies: Atlantic Assembly Services
		Video Case Studies: Locating the Next Red Lobster Restaurant
		Hard Rock’s Location Selection
		Rapid Review
		Self‐Test
	9 Layout Strategies
		The Strategic Importance of Layout Decisions
		Types of Layout
		Office Layout
		Retail Layout
			Servicescapes
		Warehousing and Storage Layouts
			Cross‐Docking
			Random Stocking
			Customizing
		Fixed‐Position Layout
		Process‐Oriented Layout
			Computer Software for Process‐Oriented Layouts
		Work Cells
			Requirements of Work Cells
			Staffing and Balancing Work Cells
			The Focused Work Centre and the Focused Factory
		Repetitive and Product‐Oriented Layout
			Assembly‐Line Balancing
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Layout Problems
		Solved Problems
		Problems
		Case Studies: Automobile Licence Renewals
		Video Case Studies: Layout at Arnold Palmer Hospital
		Facility Layout at Wheeled Coach Ambulance
		Rapid Review
		Self‐Test
	10 Human Resources, Job Design, and Work Measurement
		Human Resource Strategy for Competitive Advantage
			Constraints on Human Resource Strategy
		Labour Planning
			Employment‐Stability Policies
			Work Schedules
			Job Classifications and Work Rules
		Job Design
			Labour Specialization
			Job Expansion
			Psychological Components of Job Design
			Self‐Directed Teams
			Motivation and Incentive Systems
		Ergonomics and the Work Environment
			Ergonomics
			Operator Input to Machines
			Feedback to Operators
			The Work Environment
		Methods Analysis
		The Visual Workplace
		Labour Standards
			Historical Experience
			Time Studies
			Predetermined Time Standards
			Work Sampling
		Ethics
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Studies: Jackson Manufacturing Company
		Video Case Studies: The “People” Focus: Human Resources at Alaska Airlines
		Human Resources at Hard Rock Cafe
		Rapid Review
		Self‐Test
Part Three Managing Operations
	11 Supply Chain Management
		The Supply Chain’s Strategic Importance
			Supply Chain Risk
		Ethics and Sustainability
			Personal Ethics
			Ethics within the Supply Chain
			Ethical Behaviour Regarding the Environment
		Supply Chain Economics
			Make‐or‐Buy Decisions
			Outsourcing
		Supply Chain Strategies
			Many Suppliers
			Few Suppliers
			Vertical Integration
			Joint Ventures
			Keiretsu Networks
			Virtual Companies
		Managing the Supply Chain
			Mutual Agreement on Goals
			Trust
			Compatible Organizational Cultures
			Issues in an Integrated Supply Chain
			Opportunities in an Integrated Supply Chain
		Eprocurement
			Electronic Ordering and Funds Transfer
			Online Catalogues
			Auctions
			RFQs
			Real‐Time Inventory Tracking
		Vendor Selection
			Vendor Evaluation
			Vendor Development
			Negotiations
			Contracting
			Centralized Purchasing
			E‐Procurement
		Logistics Management
			Distribution Systems
			Warehousing
			Third‐Party Logistics
			Cost of Shipping Alternatives
			Security and JIT
		Measuring Supply Chain Performance
			Supply Chain Performance
			Assets Committed to Inventory
			The SCOR Model
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Studies: Dell’s Value Chain
		Video Case Studies: Darden’s Global Supply Chain
		Supply Chain Management at Regal Marine
		Arnold Palmer Hospital’s Supply Chain
		Rapid Review
		Self-Test
	11 Supplement: Supply Chain Management Analytics
		Techniques for Evaluating Supply Chains
		Evaluating Disaster Risk in the Supply Chain
		Managing the Bullwhip Effect
			A Bullwhip Effect Measure
		Supplier Selection Analysis
		Transportation Mode Analysis
		Warehouse Storage
		Supplement Summary
		Discussion Questions
		Solved Problems
		Problems
		Rapid Review
		Self‐Test
	12 Inventory Management
		The Importance of Inventory
			Functions of Inventory
			Types of Inventory
		Managing Inventory
			ABC Analysis
			Record Accuracy
			Cycle Counting
			Control of Service Inventories
		Inventory Models
			Independent versus 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
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Inventory Problems
		Solved Problems
		Problems
		Case Studies: Zhou Bicycle Company
		Video Case Studies: Managing Inventory at Frito‐Lay
		Inventory Control at Wheeled Coach Ambulance
		Rapid Review
		Self-Test
	13 Aggregate Planning and Sales and Operations Planning
		The Planning Process
			Sales and Operations Planning
		The Nature of Aggregate Planning
		Aggregate Planning Strategies
			Capacity Options
			Demand Options
			Mixing Options to Develop a Plan
		Methods for Aggregate Planning
			Graphical Methods
			Mathematical Approaches
			Comparison of Aggregate Planning Methods
		Aggregate Planning in Services
			Restaurants
			Hospitals
			National Chains of Small Service Firms
			Miscellaneous Services
			Airline Industry
		Yield Management
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software for Aggregate Planning
		Solved Problems
		Problems
		Case Studies: Fast Creek Lightning (G)
		Andrew‐Carter, Inc.
		Video Case Studies: Using Revenue Management to Set Orlando Magic Ticket Prices
		Rapid Review
		Self‐Test
	14 Material Requirements Planning (MRP) and ERP
		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 and JIT
		Lot‐Sizing Techniques
			Lot‐for‐Lot
			Economic Order Quantity (EOQ)
			Periodic Order Quantity
			Lot‐Sizing Summary
		Extensions of MRP
			Material Requirements Planning II (MRP II)
			Closed‐Loop MRP
			Capacity Planning
		MRP in Services
			Restaurants
			Hospitals
			Hotels
			Distribution Resource Planning (DRP)
		Enterprise Resource Planning (ERP)
			ERP in the Service Sector
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve MRP Problems
		Solved Problems
		Problems
		Case Studies: Hill’s Automotive, Inc.
		Video Case Studies: When 18 500 Orlando Magic Fans Come to Dinner
		MRP at Wheeled Coach Ambulance
		Rapid Review
		Self‐Test
	15 Short‐Term Scheduling
		The Importance of Short‐Term Scheduling
		Scheduling Issues
			Forward and Backward Scheduling
			Finite and Infinite Loading
			Scheduling Criteria
		Scheduling Process‐Focused Facilities
		Loading Jobs
			Input–Output Control
			Gantt Charts
			Assignment Method
		Sequencing Jobs
			Priority Rules for Dispatching Jobs
			Critical Ratio
			Sequencing N Jobs on Two Machines: Johnson’s Rule
			Limitations of Rule‐Based Dispatching Systems
		Finite Capacity Scheduling (FCS)
		Scheduling Repetitive Facilities
		Scheduling Services
			Hospitals
			Banks
			Retail Stores
			Airlines
			24/7 Operations
			Scheduling Service Employees with Cyclical Scheduling
			Cyclical Scheduling
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software for Short‐Term Scheduling
		Solved Problems
		Problems
		Case Studies: Old Muskoka Wood Store
		Video Case Studies: From the Eagles to the Magic: Converting the Amway Center
		Scheduling at Hard Rock Cafe
		Rapid Review
		Self-Test
	16 Lean Operations
		Lean Operations
			Eliminate Waste
			Remove Variability
			Improve Throughput
		Lean and Just‐in‐Time
			Supplier Partnerships
		Lean Layout
			Distance Reduction
			Increased Flexibility
			Impact on Employees
			Reduced Space and Inventory
		Lean Inventory
			Reduce Inventory and Variability
			Reduce Lot Sizes
			Reduce Setup Costs
		Lean Scheduling
			Level Schedules
			Kanban
		Lean Quality
		Toyota Production System
			Continuous Improvement
			Respect for People
			Processes and Standard Work Practice
		Lean Organizations
			Building a Lean Organization
			Lean Sustainability
		Lean Operations in Services
			Suppliers
			Layouts
			Inventory
			Scheduling
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Solved Problems
		Problems
		Case Studies: Saskatchewan Mutual Insurance Company
		Video Case Studies: Lean Operations at Alaska Airline
		JIT at Arnold Palmer Hospital
		Rapid Review
		Self-Test
	17 Maintenance and Reliability
		The Strategic Importance of Maintenance and Reliability
		Reliability
			Improving Individual Components
			Providing Redundancy
		Maintenance
			Implementing Preventive Maintenance
			Increasing Repair Capabilities
			Autonomous Maintenance
		Total Productive Maintenance
		Techniques for Enhancing Maintenance
			Simulation
			Expert Systems
			Automated Sensors
		Chapter Summary
		Ethical Dilemma
		Discussion Questions
		Using Software to Solve Reliability Problems
		Solved Problems
		Problems
		Video Case Study: Maintenance Drives Profits at Frito‐Lay
		Rapid Review
		Self-Test
Part Four Business Analytics Modules
	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
		Using Decision Trees in Ethical Decision Making
			The Poker Decision Process
		Module Summary
		Discussion Questions
		Using Software for Decision Models
		Solved Problems
		Problems
		Case Study: Tom Tucker’s Liver Transplant
		Rapid Review
		Self‐Test
	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
		Linear Programming Applications
			Production‐Mix Example
			Diet Problem Example
			Labour 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
		Module Summary
		Discussion Questions
		Using Software to Solve LP Problems
		Solved Problems
		Problems
		Case Study: Golding Landscaping and Plants Inc.
		Rapid Review
		Self-Test
	C Transportation Models
		Transportation Modelling
		Developing an Initial Solution
			The Northwest‐Corner Rule
			The Intuitive Lowest‐Cost Method
		The Stepping‐Stone Method
		Special Issues in Modelling
			Demand Not Equal to Supply
			Degeneracy
		Module Summary
		Discussion Questions
		Using Software to Solve Transportation Problems
		Solved Problems
		Problems
		Case Study: Custom Vans Inc.
		Rapid Review
		Self‐Test
	D Waiting‐Line Models
		Queuing Theory
		Characteristics of a Waiting‐Line System
			Arrival Characteristics
			Waiting‐Line Characteristics
			Service Characteristics
			Measuring a Queue’s Performance
		Queuing Costs
		The Variety of Queuing Models
			Model A (M/M/1): Single‐Channel Queuing Model with Poisson Arrivals and Exponential Service Times
			Model B (M/M/S): Multiple‐Channel Queuing Model
			Model C (M/D/1): Constant‐Service‐Time Model
			Little’s Law
			Model D: Limited‐Population Model
		Other Queuing Approaches
		Module Summary
		Discussion Questions
		Using Software to Solve Queuing Problems
		Solved Problems
		Problems
		Case Studies: Labrador Foundry Inc.
		The Winter Park Hotel
		Rapid Review
		Self-Test
	E Learning Curves
		What Is a Learning Curve?
		Learning Curves in Services and Manufacturing
		Applying the Learning Curve
			Arithmetic Approach
			Logarithmic Approach
			Learning‐Curve Coefficient Approach
		Strategic Implications of Learning Curves
		Limitations of Learning Curves
		Module Summary
		Discussion Questions
		Using Software for Learning Curves
		Solved Problems
		Problems
		Case Study: SMT’s Negotiation with IBM
		Rapid Review
		Self‐Test
	F Simulation
		What Is Simulation?
		Advantages and Disadvantages of Simulation
		Monte Carlo Simulation
			Step 1. Establishing Probability Distributions
			Step 2. Building a Cumulative Probability Distribution for Each Variable
			Step 3. Setting Random‐Number Intervals
			Step 4. Generating Random Numbers
			Step 5. Simulating the Experiment
		Simulation of a Queuing Problem
		Simulation and Inventory Analysis
		Module Summary
		Discussion Questions
		Using Software in Simulation
		Solved Problems
		Problems
		Case Study: Canadian Shield Airlines Call Centre
		Rapid Review
		Self‐Test
Appendix
Bibliography
Indeces
	Name Index
		A
		B
		C
		D
		E
		F
		G
		H
		I
		J
		K
		L
		M
		N
		O
		P
		Q
		R
		S
		T
		U
		V
		W
		X
		Y
		Z
	Subject Index
		A
		B
		C
		D
		E
		F
		G
		H
		I
		J
		K
		L
		M
		N
		O
		P
		Q
		R
		S
		T
		U
		V
		W
		X
		Y
		Z