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| Detailed Contents | |
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| Guide to �operation in action', examples, short cases and case studies | |
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| Guided tour of the book | |
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| Guided tour of online resources | |
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| Preface | |
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| How to use this book | |
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| About the authors | |
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| Acknowledgements | |
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| Introduction | |
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| Operations management | |
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| Introduction | |
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| What is operations management? | |
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| Operations management is about managing processes | |
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| Operations processes have different characteristics | |
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| The activities of operations management | |
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| The model of operations management | |
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| Operations management is important | |
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| Summary answers to key questions | |
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| Case study: Design house partnerships at Concept Design ServicesProblemsStudy activities | |
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| Notes on chapter | |
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| Selected further reading | |
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| Useful websites | |
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| The strategic role and objectives of operations | |
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| Introduction | |
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| The role of the operations function | |
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| Operations performance objectives | |
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| The quality objective | |
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| The speed objective | |
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| The dependability objective | |
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| The flexibility objective | |
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| The cost objective | |
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| The polar representation of performance objectives | |
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| Summary answers to key questions | |
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| Case study: Operations objectives at the Penang | |
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| Mutiara | |
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| ProblemsStudy activities | |
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| Notes on chapter | |
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| Selected further reading | |
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| Useful websites | |
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| Operations strategy | |
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| Introduction | |
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| What is strategy and what is operations strategy? | |
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| The �top-down' perspective | |
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| The �bottom-up' perspective | |
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| The market requirements perspective | |
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| The operations resource perspective | |
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| The process of operations strategy | |
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| Summary answers to key questions | |
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| Case study: Long Ridge Gliding Club | |
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| ProblemsStudy activitiesNotes on chapter | |
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| Selected further readingUseful websites | |
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| Design | |
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| Process design | |
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| Introduction | |
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| The design activity | |
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| Process types -- the volume-variety effect on process design | |
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| Detailed processes design | |
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| The effect of process variability | |
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| Summary answers to key questions | |
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| Case study: The Central Evaluation Unit | |
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| Problems Study activities | |
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| Notes on chapter | |
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| Selected further reading | |
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| Useful websites | |
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| The design of products and services | |
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| Introduction | |
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| Why is good design important? | |
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| Concept generation | |
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| Concept screening | |
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| Preliminary design | |
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| Design evaluation and improvement | |
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| Prototyping and final design | |
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| The benefits of interactive design | |
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| Summary answers to key questions | |
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| Case study: Chatsworth House - The Adventure Playground Decision | |
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| ProblemsStudy activities | |
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| Notes on chapter | |
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| Selected further reading | |
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| Useful websites | |
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| Supply network design | |
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| Introduction | |
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| The network perspective | |
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| Configuring the network supply | |
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| The location of capacity | |
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| Long-term capacity management | |
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| Summary answers to key questions | |
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| Case study: Delta Synthetic FibresProblems | |
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| Study activities | |
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| Notes on chapter | |
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| Selected further reading | |
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| Useful websites | |
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| Supplement to Chapter 6 - Forecasting | |
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| Introduction | |
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| Forecasting - knowing the options | |
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| In essence forecasting is simple | |
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| Approaches to forecasting | |
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| Layout | |