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Preface | |
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Creating Customer-Driven Process Strategies | |
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Introduction to Process Management | |
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Introduction | |
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Processes and Process Management Defined | |
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Process Management and Supply Chain Management | |
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Eight Key Supply Chain Processes | |
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Customer Relationship Management Process | |
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Customer Service Management Process | |
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Demand Management Process | |
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Order Fulfillment Process | |
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Flow Management Process | |
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Supplier Relationship Management Process | |
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Product Development and Commercialization Process | |
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Returns Management Process | |
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Inventory and Process Management | |
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Lean Thinking and Process Management | |
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Quality and Process Management | |
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Business Process Management-Formalizing Process Improvement | |
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Measuring Process Performance | |
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Trends in Process Management | |
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New Product Development-Creating Order Winners | |
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Introduction | |
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The New Product Development Process | |
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Generating Product Ideas | |
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Developing the Concept | |
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Product Screening | |
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Design Phase | |
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Product Introduction | |
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Reducing New Product Development Cycle Time | |
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Integrated Product Development | |
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Design for Manufacture and Assembly | |
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Advances in Technology | |
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New Product Development along the Supply Chain | |
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Process Selection | |
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Mass Customization | |
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Break-Even Analysis | |
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Special Issues in Service Design | |
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Effective Product and Service Design | |
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Customer Relationship Management | |
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Introduction | |
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Designing an Effective CRM Process | |
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Identifying Competitive Strategies | |
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Collecting Customer Information | |
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Segmenting Customers | |
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Segmenting Customers by Profitability | |
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Segmenting Customers by Niche | |
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Segmenting Customers Individually | |
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Targeting Customer Segments | |
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Using the Internet to Target Customer Segments | |
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Using Telemarketing to Target Customer Segments | |
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Using Direct Mail to Target Customer Segments | |
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Selecting a CRM Program Consistent with Firm Strategy | |
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Customer Loyalty Programs | |
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Customer Service Initiatives | |
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Customization Capabilities | |
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Building Customer Communities | |
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Selecting a Compatible CRM Technology | |
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Developing CRM Performance Metrics | |
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Revising and Improving CRM Efforts as Warranted | |
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Privacy Issues in CRM | |
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Some Recent Approaches to CRM | |
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Voice over Internet Protocol | |
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Social Network Technology | |
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Self-Service CRM | |
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Outsourced CRM | |
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The "Curse" of Cheap Data Storage | |
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RFID Tracking | |
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Personal Knowledge Banks | |
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Customer Service Management | |
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Introduction | |
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Customer Service Defined | |
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Pretransaction Elements | |
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Transaction Elements | |
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Posttransaction Elements | |
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Customer Service Failures | |
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Customer Behavior and Expectations | |
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Customer Expectations | |
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Customer Perceptions and Satisfaction | |
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Perceptual Biases | |
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Customer Satisfaction | |
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A Framework for Managing Customer Service | |
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Evaluate and Improve Employee Satisfaction | |
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Conduct Customer Service Audits | |
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Creating a Customer Service Strategy | |
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Implementing the Customer Service Strategy | |
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Measuring and Improving Customer Service Performance | |
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Integrating the Customer Service Process along the Supply Chain | |
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Manufacturing and Service Flow Issues | |
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Demand Management and Forecasting | |
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Introduction | |
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Demand Management Defined | |
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Types of Demand | |
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The Forecasting Process | |
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Forecasting Methods | |
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Qualitative Forecasting Methods | |
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Time Series Methods | |
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Associative Forecasting Method | |
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Simulation Forecasting Method | |
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Forecast Accuracy | |
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Collaborative Planning, Forecasting and Replenishment | |
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Inventory Management | |
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Introduction | |
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The Types of Inventory | |
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The Functions of Inventory | |
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Inventory Costs, Risks, and Value | |
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Order Costs | |
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Inventory Carrying Costs | |
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Stockout Costs | |
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Purchase Costs | |
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Inventory Risk and Value | |
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Independent Demand Inventory Management | |
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Deciding How Much and When to Order or Produce | |
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Extensions of the EOQ Model | |
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ABC Inventory Classification | |
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Order Quantities and Safety Stock among Supply Chain Partners | |
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Dependent Demand Inventory Management | |
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The Material Requirements Planning (MRP) System | |
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The Distribution Requirements Planning (DRP) System | |
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The Manufacturing Resource Planning (MRP II) System | |
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Collaborative Inventory Management along the Supply Chain | |
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Continuous Replenishment Programs | |
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Vendor Managed Inventories and JIT II | |
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Measuring Inventory Management Performance | |
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Managing Material Flows | |
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Introduction | |
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Material Flow Mapping | |
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Material Flow Analysis | |
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The Theory of Constraints | |
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Manufacturing Flexibility | |
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Mass Customization | |
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Layout Design | |
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Product-Focused Layouts | |
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Process-Focused Layouts | |
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Material Scheduling | |
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Job Scheduling in Product-Focused Systems | |
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Job Scheduling in Process-Focused Systems | |
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Vehicle Scheduling and Routing | |
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The Clark and Wright Savings Heuristic | |
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The Cluster-First-Route-Second Heuristic | |
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The Concurrent Scheduler Approach | |
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Warehouse Material Flow | |
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Warehouse Layout Considerations | |
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Managing Customer and Work Flows | |
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Introduction | |
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Customer Flow Mapping | |
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Service Delivery System Design | |
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Service Blueprinting | |
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Demand Variability and Service Capacity Utilization | |
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Capacity Management Techniques for Services | |
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Demand Management Techniques | |
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Managing Customer Queues | |
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The Psychology of Waiting | |
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Using Virtual Queues | |
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The Analysis of Queuing Systems | |
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Managing Work Flows | |
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Work Flow Analysis | |
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Managing Work Flows in the Office | |
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Managing Work Flows along the Supply Chain | |
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Managing Information Flows | |
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Introduction | |
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The Concept of Information Flow | |
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Information Flow Mapping | |
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Information Flow among Supply Chain Trading Partners | |
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The Emergence and Use of Enterprise Resource Planning Systems | |
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Notable Historical Developments Leading up to ERP | |
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Selecting an ERP System | |
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The Advantages and Disadvantages of ERP Systems | |
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Adding Applications to the ERP System | |
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Integrating ERP within the Supply Chain | |
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Automating Process Management-BPM and BPR | |
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Business Process Reengineering | |
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Lean Production Systems | |
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Operating with Lean | |
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Introduction | |
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A History of Lean Production | |
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Lean Thinking Principles | |
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Seven Forms of Waste | |
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Principles of Lean Thinking | |
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Traditional Versus Lean Production | |
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Cellular Layouts | |
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Setup Time Reduction | |
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Small Lot Sizes | |
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Kanban | |
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Level Capacity Loading and Mixed Model Scheduling | |
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Standardized Work | |
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The 5S System | |
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Total Productive Maintenance | |
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Close Relationships with Suppliers | |
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Information Technology and Lean | |
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Disadvantages of Lean Production | |
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Lean Versus Agile | |
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Lean Thinking along the Supply Chain | |
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Value Stream Mapping Tools | |
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Process Activity Mapping | |
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Supply Chain Response Matrix | |
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Production Variety Funnels | |
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Quality Filter Mapping | |
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Demand Amplification Mapping | |
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Logistics and Order Fulfillment | |
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Introduction | |
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Setting Logistics Customer Service Goals | |
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Availability | |
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Order Lead Time | |
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Reliability | |
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Transportation Planning and Selection | |
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Modes of Transportation | |
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Freight Rates | |
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Carrier Selection | |
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Transportation Routing and Scheduling | |
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Day-to-Day Management | |
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The Order Fulfillment Process | |
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Order Cycle Time | |
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Warehouse Management | |
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Warehouse Planning | |
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Warehousing Activities | |
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Planning the Logistics Network | |
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Location Planning | |
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Product Flow Planning | |
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Transportation Service Planning | |
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Developing a Logistics Strategy | |
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Order Fulfillment and Logistics Concerns | |
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Purchasing and Supply Management | |
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Introduction | |
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The Role of Purchasing and Supply Management | |
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The Strategic Sourcing Process | |
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Conduct an Internal Assessment | |
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Assess the Market | |
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Collect Supplier Information | |
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Develop the Sourcing Strategy | |
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Solicit and Evaluate Bids | |
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Select the Supplier and Implement the Contract | |
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Cost Management | |
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Target Costing | |
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Total Cost of Ownership Analysis | |
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Factors in Supplier Selection | |
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Use of Evaluation Forms | |
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General Performance Criteria | |
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Quality Criteria | |
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Delivery Criteria | |
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Relationship Criteria | |
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Negotiating the Contract | |
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Managing Supplier Relationships | |
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Arm's Length Relationships | |
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Ongoing Relationships | |
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Partnerships/Strategic Alliances | |
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Monitoring Supplier Performance | |
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Supplier Performance Surveys | |
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Annual Supplier Meetings | |
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Supplier Recognition and Awards | |
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Electronic Purchasing | |
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Reverse Auctions | |
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Electronic Data Interchange | |
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Web-Based Marketplaces | |
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Online Purchasing Systems | |
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Advantages of Electronic Purchasing | |
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Beyond First-Tier Supplier Relationships | |
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Delegation | |
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Direct Management of All Tiers | |
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Cross-Organizational Teams | |
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Supply Management Challenges | |
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Quality Issues and Process Performance | |
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Managing Quality for Continuous Improvement | |
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Introduction | |
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Continuous Improvement | |
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Why Continuous Improvement Efforts Fail | |
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Processes and Quality | |
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The Costs of Quality | |
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Tracking the Costs of Poorly Performing Processes | |
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Process Capability | |
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The Quality Improvement Process | |
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Strategic Quality Planning | |
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Implementing the Quality Plan | |
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Controlling Quality | |
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Statistical Process Control | |
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Quality Management along the Supply Chain | |
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The Malcolm Baldrige Award | |
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ISO 9000 Standards | |
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Collaborative Planning Activities | |
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Quality Assurance | |
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Measuring Quality along the Supply Chain | |
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Six Sigma-Taking Quality Improvement to the Next Level | |
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Introduction | |
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Defining Six Sigma | |
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Organizational Roles in Six Sigma Initiatives | |
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Leadership Group | |
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Team Sponsor | |
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Team Leader | |
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Team Members | |
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Six Sigma Coach | |
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Six Sigma Specialists | |
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Administrative Support Team | |
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The DMAIC Cycle | |
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The DMAIC Cycle Stages | |
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Selecting Six Sigma Projects | |
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Critical to Quality Trees | |
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Key Selection Criteria | |
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Projects Outside the Scope of Six Sigma | |
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Six Sigma Project Documents | |
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Project Problem Statement | |
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Project Mission Statement | |
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Team Charter | |
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The Scheduling System | |
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Sharing Project Information | |
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Risk Management Plan | |
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Communication Plan | |
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Control Plan | |
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Six Sigma Project Tools and Measures | |
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Project Characteristics | |
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Statistical Tools | |
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Balanced Scorecard | |
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The Keys to Breakthrough Process Improvement | |
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Knowledge of Customer Requirements | |
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Stretch Goals | |
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A Process View | |
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Six Sigma along the Supply Chain | |
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Supply Chain Management and Six Sigma in Action | |
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Six Sigma Challenges | |
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Returns Management | |
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Introduction | |
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Defining Returns Management | |
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Returns Management and the Product Life Cycle | |
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Product Development | |
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Product Introduction | |
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Growth Stage | |
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Maturity Stage | |
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Decline Stage | |
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Cancellation Stage | |
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Developing a Returns Management Strategy | |
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Establishing Returns Policies | |
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Gatekeeping | |
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Avoidance | |
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Disposition | |
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Key Factors in Returns Policy and Guideline Development | |
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Design of the Returns Network | |
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Returns Management Information Systems | |
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The Returns Management Process in Practice | |
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Customer Initiates Return Request | |
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Initial Routing | |
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Determine Disposition | |
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Collect and Analyze Performance Metrics | |
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Environmental Issues in the Returns Process | |
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Disposal of Hazardous Materials in the United States | |
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Definition and Classification of Hazardous Materials | |
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Communication Issues | |
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Packaging Requirements | |
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Operating Rules | |
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Training | |
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Guidelines | |
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Disposal of Hazardous Materials in Europe | |
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Returns Management along the Supply Chain | |
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Areas Under the Normal Curve | |
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Answers to Even-Numbered End-of-Chapter Problems | |
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URL List | |
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Glossary | |
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Author Index | |
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Subject Index | |