Cases in Operations Management : Building Customer Value Through World-Class Operations

by Robert D. Klassen

• ISBN13: 9781412913713
• ISBN10: 1412913713
• Format: Paperback
• Copyright: 2005-07-15
• Publisher: Sage Publications, Inc
• More Book Details

Summary

The Ivey Casebook Series is a co-publishing partnership between SAGE Publications and the Richard Ivey School of Business at The University of Western Ontario. Due to their popularity in more than 60 countries, approximately 200 new cases are added to the Ivey School of Business library each year. Each of the casebooks comes equipped with instructora??s resources on CD-ROM. These affordable collections will not only help students connect to real-world situations, but will benefit corporations seeking continued education in the field as well. Cases in Operations Management: Building Customer Value Through World-Class Operations is unique in its strong grounding in real-world decisions. The cases are structured into six chapters, each of which offers an overview of key concepts. Given that most managers will need to function effectively in an international context, the cases draw from challenges faced by experienced managers in such varied settings as China, France, India, Italy, Japan, the Netherlands, Trinidad, Vietnam, and others, in addition to the United States and Canada. These cases continue to illustrate basic concepts while expanding students' understanding of economic, political, and cultural concerns that must be interwoven into such key areas as process design, quality, and supply chain management. The following are represented in this casebook: Strong decision orientation of real-world cases Clear development of the link between business processes and customer value Diversity of international case settings Mixture of cases, simulations, and in-class exercises Includes Instructors Resources on CD-ROM with detailed 6-10 page casenotes for each case, preparation questions for students to review before class, discussion questions, and suggested further readings. The IVEY Casebook Series Cases in Business Ethics Cases in Entrepreneurship Cases in Gender & Diversity in Organizations Cases in Operations Management Cases in Organizational Behavior Cases in the Environment of Business Cases in Alliance Management Mergers and Acquisitions: Text and Cases

Table of Contents

Introduction to the Ivey Casebook Series	vii
Paul W. Beamish
Preface	ix
Developing World-Class Operations	1	(40)
Industrie Pininfarina: The New Customer Decision	6	(15)
Fell-Fab Products (A)	21	(9)
Unicon Concrete Products (H.K.) Ltd.	30	(11)
Process Design	41	(94)
Earth Buddy®	51	(2)
Greaves Brewery	53	(4)
Quinte MRI	57	(11)
ING Direct Canada	68	(9)
Celestica, Inc.---Memory Business Unit	77	(14)
Thera-Aid Medical Devices	91	(2)
Introduction to Process Simulation	93	(8)
Red Cross Mobile Blood Clinics---Improving Donor Service	101	(9)
An Introduction to Inventory Control and Independent Demand	110	(8)
McLeod Motors Ltd.	118	(3)
Iron Ore Company of Ontario	121	(7)
VBF Tubing (Abridged)	128	(7)
Planning and Control	135	(30)
Greaves Brewery: Bottle Replenishment	140	(5)
Yield Management at American Airlines	145	(5)
MacPherson Refrigeration Limited	150	(6)
Lamson Corporation (R)	156	(5)
Martin Trailers Limited	161	(2)
Illustrious Corporation	163	(2)
Project Management	165	(32)
Note on Project Management Fundamentals	168	(7)
Gadget Toy Company	175	(1)
H.M.S. Pinafore	176	(5)
CPSim: The Critical Path Simulator (Windows Version)	181	(5)
Waterloo Regional Police Services: The CIMS Project	186	(11)
Quality	197	(60)
LongXi Machinery Works---Quality Improvement (A)	202	(14)
Blue Mountain Resorts: The Service Quality Journey	216	(13)
Noram Foods	229	(11)
Hilcrest Auto	240	(4)
Mutual Life of Canada---The Group Client Service Guarantee (A)	244	(13)
Supply Chain Management	257	(64)
International Decorative Glass	262	(12)
Spin Master Toys (A): Finding a Manufacturer for E-Chargers	274	(10)
Dabbawallahs of Mumbai (A)	284	(15)
Daikin Industries	299	(8)
Grocery Gateway: Customer Delivery Operations	307	(5)
Ladner Building Products	312	(6)
Canadian Pharmaceutical Distribution Network	318	(3)
Operations Strategy	321	(104)
Butler Metal Products: Focusing the Factory	327	(10)
Mitel Semiconductor	337	(9)
Electrosteel Castings Limited	346	(12)
Blinds To Go: Invading the Sunshine State	358	(13)
ASIMCO International Casting Company (A)	371	(13)
The Atlanta Symphony Orchestra	384	(17)
Navistar: Environmental Management (A)	401	(9)
Indian Oil Corporation Limited---The Mathura Refinery	410	(15)
About the Editors	425