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| Introduction to Operations Management | |
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| What Is Operations Management? | |
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| Links to Practice: The E-tailers | |
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| Differences between Manufacturing and Service Organizations | |
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| Links to Practice: U.S. Postal Service | |
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| Operations Management Decisions | |
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| Links to Practice: Texas Instruments Incorporated | |
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| Plan of This Book | |
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| Historical Development | |
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| Why OM? | |
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| Historical Milestones | |
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| The Industrial Revolution | |
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| Scientific Management | |
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| The Human Relations Movement | |
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| Management Science | |
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| The Computer Age | |
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| Just-in-Time | |
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| Total Quality Management | |
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| Business Process Reengineering | |
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| Flexibility | |
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| Time-Based Competition | |
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| Supply Chain Management | |
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| Global Marketplace | |
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| Environmental Issues | |
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| Electronic Commerce | |
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| Today's OM Environment | |
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| Operations Management in Practice | |
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| Om Across The Organization | |
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| Inside Om | |
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| Chapter Highlights/Key Terms | |
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| Discussion Questions | |
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| Case: Hightone Electronics, Inc.Case: Creature Care Animal Clinic (A).Interactive Learning | |
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| Operations Strategy And Competitiveness | |
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| The Role of Operations Strategy | |
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| The Importance of Operations Strategy | |
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| Developing a Business Strategy | |
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| Mission | |
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| Environmental Scanning | |
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| Core Competencies | |
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| Putting It Together | |
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| Links to Practice: Dell Computer Corporation | |
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| Developing an Operations Strategy | |
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| Competitive Priorities | |
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| Links to Practice: Southwest Airlines Company | |
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| Links to Practice: FedEx Corporation | |
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| The Need for Trade-Offs | |
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| Order Winners and Qualifiers | |
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| Translating Competitive Priorities into Production Requirements | |
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| Strategic Role of Technology | |
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| Types of Technology | |
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| Technology as a Tool for Competitive Advantage | |
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| Productivity | |
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| Measuring Productivity | |
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| Interpreting Productivity Measures | |
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| Productivity and Competitiveness | |
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| Productivity and the Service Sector | |
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| Om Across The Organization | |
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| Inside Om | |
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| Chapter Highlights/Key Terms/Formula Review | |
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| Solved Problems | |
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| Discussion Questions/Problems | |
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| Internet Challenge: Demonstrating Your Knowledge Of Om | |
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| Virtual Company: Welcome To Kaizen Consulting | |
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| Bibliography | |
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| Case: Prime Bank Of Massachusetts | |
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| Case: Boseman Oil And Petroleum (Bop).Interactive Learning | |
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| Internet Challenge: Understanding Strategic Differences | |
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| Virtual Company: Getting Acquainted With Valley Memorial Hospital | |
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| Bibliography | |
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| The Service Package | |
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| Differing Service Designs | |
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| Om Across The Organization | |
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| Inside Om | |
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| Chapter Highlights | |
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| Key Terms/Formula Review/Solved Problems | |
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| Discussion Questions/Problems | |
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| Case: Biddy's Bakery (Bb).Case: Creature Care Animal Clinic (B).Interactive Learning | |
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| Internet Challenge: Country Comfort Furniture | |
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| Virtual Company: Service Package And Processes At Valley Memorial Hospital | |
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| Bibliography | |
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| Product Design | |
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| Design of Services Versus Goods | |
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| The Product Design Process | |
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| Idea Development | |
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| Links to Practice: IBM Corporation | |
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| Product Screening | |
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| Preliminary Design and Testing | |
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| Final Design | |
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| Factors Impacting Product Design | |
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| Design for Manufacture | |
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| Product Life Cycle | |
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| Concurrent Engineering | |
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| Remanufacturing | |
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| Process Selection | |
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| Types of Processes | |
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| Designing Processes | |
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| Process Performance Metrics | |
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| Linking Product Design and Process Selection | |
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| Product Design Decisions | |
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| Links to Practice: The Babcock & Wilcox Company | |
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| Competitive Priorities | |
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| Facility Layout | |
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| Product and Service Strategy | |
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| Degree of Vertical Integration | |
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| Technology Decisions | |
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| Information Technology | |
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| Links to Practice: Using GPS Technology in Product Advertising | |
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| Automation | |
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| Links to Practice: Performing Robotic Surgery.e-Manufacturing | |
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| Designing Services | |
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| How Are Services Different from Manufacturing? | |
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| How Are Services Classified? | |
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| �Product Design And Process Selection | |
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| E-Commerce | |
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| Types of E-Commerce | |
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| Business-to-Business (B2B) E-Commerce | |
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| The Evolution of B2B Commerce | |
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| The Benefits of B2B E-Commerce | |
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| Business-to-Consumer (B2C) E-Commerce | |
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| Consumer-to-Consumer (C2C) E-Commerce | |
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| Peer-to-Peer (P2P) E-Commerce | |
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| M-Commerce | |
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| What Is a Supply Chain? | |
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| Components of a Supply Chain | |
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| External Suppliers | |
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| Internal Functions | |
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| External Distributors | |
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| The Bullwhip Effect | |
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| Causes of the Bullwhip Effect | |
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| Counteracting the Bullwhip Effect | |
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| Factors Affecting Supply Chain Management | |
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| Consumer Expectations and Competition | |
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| Links to Practice: Lands' End | |