1. Part 1: Basic Concepts of OM and Value Chains
2. Chapter 1: Operations Management And Value Chains
3. 1-1 Operations Management
4. 1-2 OM in The Workplace
5. 1-3 Understanding Goods And Services
6. 1-4 The Concept Of Value
7. 1-5 Customer Benefit Packages
8. 1-6 Value Chains
9. 1-6a Processes
10. 1-7 Value Chain Frameworks
11. 1-7a Value Chains: An Input-Output Framework
12. 1-7b The Value Chain At Buhrke Industries Inc.
13. 1-7c Value Chains: Preand Postproduction Services Framework
14. 1-7d The Value Chain At Amazon
15. 1-7e Value Chains: Hierarchical Supply Chain Framework
16. 1-8 Om: A History Of Change And Challenge
17. 1-8a A Focus On Efficiency
18. 1-8b The Quality Revolution
19. 1-8c Customization And Design
20. 1-8d Time-Based Competition
21. 1-8e The Service Revolution
22. 1-8f Sustainability
23. 1-8g Data And Analytics
24. 1-9 KEY Challenges
25. Chapter 2: Measuring Performance In Operations And Value Chains
26. 2-1 Types Of Performance Measures
27. 2-1a Financial Measures
28. 2-1b Customer And Market Measures
29. 2-1c Quality
30. 2-1d Time
31. 2-1e Flexibility
32. 2-1f Innovation And Learning
33. 2-1g Productivity And Operational Efficiency
34. 2-1h Sustainability
35. 2-2 Analytics In Operations Management
36. 2-2a Linking Internal And External Measures
37. 2-2b The Value Of A Loyal Customer
38. 2-3 Designing Measurement Systems In Operations
39. 2-4 Models Of Organizational Performance
40. 2-4a Malcolm Baldrige Performance Excellence Framework
41. 2-4b The Balanced Scorecard
42. 2-4c The Value Chain Model
43. 2-4d The Service-Profit Chain
44. Chapter 3: Operations Strategy
45. 3-1 Gaining Competitive Advantage
46. 3-2 Understanding Customer Wants And Needs
47. 3-3 Evaluating Goods And Services
48. 3-4 Competitive Priorities
49. 3-4a Cost
50. 3-4b Quality
51. 3-4c Time
52. 3-4d Flexibility
53. 3-4e Innovation
54. 3-5 OM and Strategic Planning
55. 3-5a Operations Strategy
56. 3-5b Sustainability And Operations Strategy
57. 3-6 A Framework For Operations Strategy
58. 3-6a Operations Strategy at McDonald’s
59. Chapter 4: Technology And Operations Management
60. 4-1 Understanding Technology In Operations
61. 4-1a Manufacturing Technology
62. 4-1b Computer-Integrated Manufacturing Systems (CIMSs)
63. 4-1c Advances In Manufacturing Technology
64. 4-1d Service Technology
65. 4-2 Technology In Value Chains
66. 4-3 Benefits And Challenges Of Technology
67. 4-4 Technology Decisions And Implementation
68. Part 2: Designing Operations and Supply Chains
69. Chapter 5: Goods And Service Design
70. 5-1 Designing Goods And Services
71. 5-2 Customer-Focused Design
72. 5-3a Tolerance Design And The Taguchi Loss Function
73. 5-3 Designing Manufactured Goods
74. 5-3b Design For Reliability
75. 5-3c Design For Manufacturability
76. 5-3d Design For Sustainability
77. 5-4 Service-Delivery System Design
78. 5-4a Facility Location And Layout
79. 5-4b Servicescape
80. 5-4c Service Process And Job Design
81. 5-4d Technology And Information Support Systems
82. 5-5 Service-Encounter Design
83. 5-5a Customer-Contact Behavior And Skills
84. 5-5b Service-Provider Selection, Development, and Empowerment
85. 5-5c Recognition And Reward
86. 5-5d Service Guarantees And Recovery
87. 5-6 An Integrative Case Study Of LensCrafters
88. Chapter 6: Supply Chain Design
89. 6-1 Global Supply Chains
90. 6-1a Decisions In Supply Chain Design
91. 6-2 Supply Chain Design Trade-Offs
92. 6-2a Efficient And Responsive Supply Chains
93. 6-2b Push And Pull Systems
94. 6-2c Vertical Integration, Outsourcing, And Offshoring Decisions
95. 6-2d The Economics Of Outsourcing Decisions
96. 6-2e Offshoring And Reshoring
97. 6-3 A Global Supply Chain Example: Inditex/Zara
98. 6-4 Location Decisions
99. 6-4a Critical Factors In Location Decisions
100. 6-3b Location Decision Process
101. 6-4c The Center-of-Gravity Method
102. 6-5 Supply Chain Optimization
103. Chapter 7: Process Selection, Design, And Analysis
104. 7-1 Process Choice Decisions
105. 7-2 The Product-Process Matrix
106. 7-3 The Service-Positioning Matrix
107. 7-4 Process Design
108. 7-4a Process And Value Stream Mapping
109. 7-5 Process Analysis And Improvement
110. 7-6 Process Design And Resource Utilization
111. 7-6a Little’s Law
112. Chapter 8: Facility And Work Design
113. 8-1 Facility Layout
114. 8-1a Product Layout
115. 8-1b Process Layout
116. 8-1c Cellular Layout
117. 8-1d Fixed-position Layout
118. 8-1e Facility Layout In Service Organizations
119. 8-2 Designing Product Layouts
120. 8-2a Assembly-Line Balancing
121. 8-2b Line-Balancing Approaches
122. 8-3 Designing Process Layouts
123. 8-4 Workplace And Job Design
124. 8-4a Workplace Design
125. 8-4b Job Design
126. 8-4c Safety, Ergonomics, And The Work Environment
127. 8-4d Workforce Ethics And Global Supply Chains
128. Part 3: Managing Operations and Supply Chains
129. Chapter 9: Forecasting And Demand Planning
130. 9-1 Forecasting And Demand Planning
131. 9-2 Basic Concepts In Forecasting
132. 9-2a Forecast Planning Horizon
133. 9-2b Data Patterns In Time Series
134. 9-2c Forecast Errors And Accuracy
135. 9-3 Statistical Forecasting Models
136. 9-3a Simple Moving Average
137. 9-3b Single Exponential Smoothing
138. 9-4 Regression As A Forecasting Approach
139. 9-4a Excel’s Add Trendline Option
140. 9-4b Causal Forecasting Models With Multiple Regression
141. 9-5 Judgmental Forecasting
142. 9-6 Forecasting In Practice
143. Chapter 10: Capacity Management
144. 10-1 Understanding Capacity
145. 10-1a Economies And Diseconomies Of Scale
146. 10-2 Capacity Measurement In Operations
147. 10-2a Safety Capacity
148. 10-2b Capacity Measurement
149. 10-2c Using Capacity Measures For Operations Planning
150. 10-3 Long-Term Capacity Strategies
151. 10-3a Capacity Expansion
152. 10-4 Short-Term Capacity Management
153. 10-4a Managing Capacity By Adjusting Short-term Capacity Levels
154. 10-4b Managing Capacity By Shifting And Stimulating Demand
155. 10-4c Revenue Management Systems (RMS)
156. 10-5 Theory Of Constraints
157. Chapter 11: Managing Inventories In Supply Chains
158. 11-1 Understanding Inventory
159. 11-1a Key Definitions And Concepts
160. 11-1b Managing Inventories In Global Supply Chains
161. 11-1c Inventory Management Decisions And Costs
162. 11-2 Inventory Characteristics
163. 11-3 ABC Inventory Analysis
164. 11-4 Managing Fixed-quantity Inventory Systems
165. 11-4a The EOQ Model
166. 11-4b Safety Stock And Uncertain Demand In A Fixed-Order-Quantity System
167. 11-5 Managing Fixed-period Inventory Systems
168. 11-6 Single-Period Inventory Model
169. Chapter 12: Supply Chain Management And Logistics
170. 12-1 Managing Supply Chains
171. 12-1a The SCOR Model
172. 12-1b Sourcing And Purchasing
173. 12-1c Managing Supplier Relationships
174. 12-1d Supply And Value Chain Integration
175. 12-2 Logistics
176. 12-2a Transportation
177. 12-2b Inventory Management
178. 12-3 Risk Management In Supply Chains
179. 12-4 S Upply Chains In E-Commerce
180. 12-5 Measuring Supply Chain Performance
181. 12-5a Total Supply Chain Costs
182. 12-5b The Cash-to-Cash Conversion Cycle
183. 12-5c Supplier Evaluation And Certification
184. 12-6 Sustainability In Supply Chains
185. 12-6a Green Sustainable Supply Chains
186. 12-6b Manufactured Goods Recovery And Reverse Logistics
187. Chapter 13: Resource Management
188. 13-1 Resource Planning Framework For Goods And Services
189. 13-1a Resource Planning In Service Organizations
190. 13-1b Enterprise Resource Planning
191. 13-2 Aggregate Planning Options
192. 13-3 Strategies For Aggregate Planning
193. 13-4 Disaggregation In Manufacturing
194. 13-4a Master Production Scheduling
195. 13-4b Materials Requirements Planning
196. 13-4c Time Phasing And Lot Sizing In Mrp
197. 13-5 Capacity Requirements Planning
198. Chapter 14: Operations Scheduling And Sequencing
199. 14-1 Understanding Scheduling And Sequencing
200. 14-2 Scheduling Applications And Approaches
201. 14-2a Staff Scheduling
202. 14-2b Appointment Systems
203. 14-3 Sequencing
204. 14-3a Sequencing Performance Criteria
205. 14-3b Sequencing Rules
206. 14-4 Applications Of Sequencing Rules
207. 14-4a Single-Resource Sequencing Problem
208. 14-4b Two-Resource Sequencing Problem
209. 14-5 Schedule Monitoring And Control
210. 14-6 Vehicle Routing And Scheduling
211. Chapter 15: Quality Management
212. 15-1 Understanding Quality
213. 15-2 Influential Leaders In Modern Quality Management
214. 15-2a W. Edwards Deming
215. 15-2b Joseph Juran
216. 15-2c Philip B. Crosby
217. 15-3 The Gap Model
218. 15-4 ISO 9000:2000
219. 15-5 Six Sigma
220. 15-5a Implementing Six Sigma
221. 15-6 Cost-of-quality Measurement
222. 15-7 The “Seven QC Tools”
223. 15-7a Root Cause Analysis
224. 15-8 Other Quality Improvement Strategies
225. 15-8a Kaizen
226. 15-8b Poka-Yoke (Mistake-Proofing)
227. Chapter 16: Quality Control And SPC
228. 16-1 Quality Control Systems
229. 16-1a Quality Control Practices In Manufacturing
230. 16-1b Quality Control Practices In Services
231. 16-2 Statistical Process Control And Variation
232. 16-3 Constructing Control Charts
233. 16-3a Constructing x- and R-Charts
234. 16-3b Interpreting Patterns In Control Charts
235. 16-3c Constructing p-Charts
236. 16-3d Constructing c-Charts
237. 16-4 Practical Issues In SPC Implementation
238. 16-4a Controlling Six Sigma Processes
239. 16-5 Process Capability
240. 16-5a Process Capability Index
241. Chapter 17: Lean Operating Systems
242. 17-1 Principles Of Lean Operating Systems
243. 17-2 Lean Tools And Approaches
244. 17-2a The 5Ss
245. 17-2b Visual Controls
246. 17-2c Single Minute Exchange Of Dies (SMED)
247. 17-2d Small Batch And Single-Piece Flow
248. 17-2e Quality And Continuous Improvement
249. 17-2f Total Productive Maintenance
250. 17-3 Lean Six Sigma
251. 17-4 Lean Manufacturing And Service Tours
252. 17-4a Timken Company
253. 17-4b Southwest Airlines
254. 17-5 Just-in-Time Systems
255. 17-5a Operation of A JIT System
256. 17-5b JIT in Service Organizations
257. Chapter 18: Project Management
258. 18-1 The Scope Of Project Management
259. 18-1a Roles Of The Project Manager And Team Members
260. 18-1b Organizational Structure
261. 18-1c Factors For Successful Projects
262. 18-2 Techniques For Planning, Scheduling, And Controlling Projects
263. 18-2a Project Definition
264. 18-2b Resource Planning
265. 18-2c Project Scheduling With The Critical Path Method
266. 18-2d Project Control
267. 18-3 Time/Cost Trade-Offs
268. 18-4 Uncertainty In Project Management
269. Appendix A: Areas For the Cumulative Standard Normal Distribution
270. Appendix B: Factors For Control Charts
271. Appendix C: Random Digits
272. Endnotes
273. Index
274. Tear-out cards

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