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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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| Links to Practice: The Publishing Industry | |
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| Global Marketplace | |
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| Sustainability and Green Operations | |
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| Electronic Commerce | |
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| Outsourcing and Flattening of the World | |
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| Today?s OM Environment | |
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| Operations Management In Practice | |
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| Within OM: How It All Fits Together | |
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| OM Across The Organization | |
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| The Supply Chain Link | |
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| The Sustainability Link | |
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| Key Terms | |
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| Discussion Questions | |
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| Case: Hightone Electronics, INC. | |
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| Case: Creature Care Animal Clinic (A) | |
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| Interactive Case: Virtual Company | |
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| Internet Challenge | |
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| On Line Resources | |
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| Selected Bibliography | |
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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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| Th e Need for Trade-Off s | |
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| Order Winners and Qualifi ers | |
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| Translating Competitive Priorities into Production Requirements | |
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| Strategic Role Of Technology | |
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| Types of Technologies | |
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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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| Operations Strategy Within OM: How It All Fits Together | |
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| Operations Strategy Across The Organization | |
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| The Supply Chain Link | |
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| The Sustainability Link | |
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| Key Terms | |
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| Formula Review | |
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| Solved Problems | |
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| Discussion Questions | |
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| Problems | |
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| Case: Prime Bank Of Massachusetts | |
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| Case: Boseman Oil And Petroleum (BOP) | |
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| Interactive Case: Virtual Company | |
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| Internet Challenge | |
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| On Line Resources | |
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| Selected Bibliography | |
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| Product Design and Process Selection | |
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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 85 e-Manufacturing | |
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| Designing Services | |
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| How Are Services Diff erent from Manufacturing? | |
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| How Are Services Classifi ed? | |
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| The Service Package | |
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| Differing Service Designs | |
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| Product Design And Process Selection Within OM: How It All Fits Together | |
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| Product Design And Process Selection Across The Organization | |
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| The Supply Chain Link | |
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| The Sustainability Link | |
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| Chapter Highlights | |
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| Key Terms | |
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| Formula Review | |
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| Solved Problems | |
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| Discussion Questions | |
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| Problems | |
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| Case: Biddy?s Bakery (BB) | |
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| Case: Creature Care Animal Clinic (B) | |
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| Interactive Case: Virtual Company | |
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| Internet Challenge | |
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| On Line Resources | |
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| Selected Bibliography | |
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| Supply Chain Management | |
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| What Is A Supply Chain? | |
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| Components Of A Supply Chain For A Manufacturer | |
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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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| Supply Chains For Service Organizations | |
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| Internal Operations | |
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| The External Distributors | |
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| Major Issues Affecting Supply Chain Management | |
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| Information Technology | |
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| 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 Expectations and Competition Resulting from E-Commerce | |
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| Links to Practice: Lands? End, Inc. | |
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| Globalization | |
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| Government Regulations and E-Commerce | |
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| Green Supply Chain Management | |
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| Infrastructure Issues | |
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| Product Proliferation | |
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| The Role Of Purchasing | |
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| The Traditional Purchasing Process | |
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| The E-purchasing Process | |
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| Sourcing Issues | |
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| Insourcing versus Outsourcing Decisions | |
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| Developing Supplier Relationships | |
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| How Many Suppliers? | |
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| Developing Partnerships | |
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| Links to Practice: The Bama Companies | |
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| Critical Factors in Successful Partnering | |
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| Links to Practice: Sweetheart Cup Company/Georgia-Pacifi c Corporation | |
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| Benefits of Partnering | |
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| Ethics in Supply Management | |
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| Supply Chain Distribution | |
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| The Role of Warehouses | |
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| Links to Practice: Fingerhut Direct Marketing, Inc. | |
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| Crossdocking | |
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| Links to Practice: FedEx Freight | |
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| Radio Frequency Identifi cation Technology (RFID) | |
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| Third-Party Service Providers | |
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| Implementing Supply Chain Management | |
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| Strategies for Leveraging Supply Chain Management | |
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| Supply Chain Performance Metrics | |
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| Trends In Supply Chain Management | |
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| Supply Chain Management Wihtin OM: How It All Fits Together | |
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| SCM Across The Organization | |
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| The Supply Chain Link | |
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| The Sustainability Link | |
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| Key Terms | |
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| Formula Review | |
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| Solved Problems | |
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| Discussion Questions | |
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| Problems | |
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| Case: Electronic Pocket Calendars Supply Chain Management Game | |
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| Case: Supply Chain Management At Durham International Manufacturing Company (DIMCO) | |
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| Interactive Case: Virtual Company | |
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| Internet Challenge | |
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| On Line Resources | |
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| Selected Bibliography | |
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| Total Quality Management | |
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| Defining Quality | |
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| Differences between Manufacturing and Service Organizations | |
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| Links to Practice: General Electric Company/Motorola, Inc. | |
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| Cost of Quality | |
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| The Evolution Of Total Quality Management (TQM) | |
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| Quality Gurus | |
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| The Philosophy Of TQM | |
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| Customer Focus | |
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| Continuous Improvement | |
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| Employee Empowerment | |
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| Links to Practice: The Walt Disney Company | |
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| Use of Quality Tools | |
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| Links to Practice: The Kroger Company/Meijer Stores Limited Partnership | |
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| Product Design | |
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| Process Management | |
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| Managing Supplier Quality | |
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| Quality Awards And Standards | |
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| The Malcolm Baldrige National Quality Award (MBNQA) | |
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| The Deming Prize | |
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| ISO 9000 Standards | |
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| ISO 14000 Standards | |
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| Why Tqm Efforts Fail | |
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| Total Quality Management (TQM) Within OM: How It All Fits Together | |
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| Total Quality Management (TQM) Across The Organization | |
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| The Supply Chain Link | |
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| The Sustainability Link | |
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| Key Terms | |
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| Formula Review | |
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| Solved Problems | |
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| Discussion Questions | |
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| Problems | |
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| Case: Gold Coast Advertising (GCA) | |
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| Case: Delta Plastics, INC. (A) | |
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| Interactive Case: Virtual Company | |
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| Internet Challenge | |
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| On Line Resources | |
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| Selected Bibliography | |
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| Statistical Quality Control | |
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| What Is Statistical Quality Control? | |
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| Links to Practice: Intel Corporation | |
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| Sources Of Variation: Common and Assignable Causes | |
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| Descriptive Statistics | |
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| The Mean | |
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| The Range and Standard Deviation | |
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| Distribution of Data | |
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| Statistical Process Control Methods | |
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| Developing Control Charts | |
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| Types of Control Charts | |
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| Control Charts For Variables | |
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| Mean (x-Bar) Charts | |
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| Range (R) Charts | |