Operations Management

by Slack, Nigel; Chambers, Stuart; Johnston, Robert

• ISBN13: 9780273679066
• ISBN10: 0273679066
• Edition: 4th
• Format: Paperback
• Copyright: 2004-03-01
• Publisher: Trans-Atlantic Pubns

Summary

Operations management is important, it is exciting, and it is challenging. It is concerned with creating the products and services upon which we all depend and creating products and services is the very reason for any organization's existence, whether that organization be large or small, manufacturing or service, for profit or not for profit. Operations management is also at the centre of so many of the changes affecting the business world changes in customer preference, changes in supply networks brought about by internet-based technologies, and changes in the extent of environmental responsibility that we expect from companies. This revised and fully updated edition of Operations Management continues to provide a clear, well-structured and comprehensive treatment of the subject, balancing a logical approach with the insights that come from operations practice around the world. New edition features: Greater emphasis on the important topics in current operations practice, such as Supply Chain Management, Internet-based technology, Process design, and Enterprise Resources Planning (ERP) A Glossary that provides brief explanations of the key terms used in the book An updated set of boxed examples from real operations, including one to begin each chapter and establish the broad principles that will be covered More 'Worked examples' covering both qualitative and quantitative techniques An extended set of 'Critical Commentaries' that propose alternative views to those discussed in the chapter. A set of 'Study Activities' at the end of each chapter. These are short exercises, often involving some degree of investigative work, that can be tackled in groups or individually An enhanced Companion website that includes student study guides, many more short case examples with worked answers, hints on how to approach the study cctivities and new multiple choice questions. Classic features: THE authoritative, managerial view of the subject A clear structure based on a model of operations management that distinguishes between design, planning and control, and improvement 'Boxed' examples that explain the issues faced by real operations in both Service and Manufacturing organizations Case Exercises that provide opportunities to test your understanding Recommended further readings, now with comments on their content and use 'Key Questions' at the beginning of each chapter with matching 'Summary Answers' at the end This market-leading book is vital reading for everyone interested in operations management whether studying for undergraduate and masters degrees or professional qualifications.

Table of Contents

Preface	xi
Guided tour of the book	xiv
Guided tour of the student resources on the companion website	xvi
How to use this book	xviii
About the authors	xix
Acknowledgements	xx
Introduction
Operations management	4	(33)
Introduction	4	(1)
Effective operations management	5	(2)
Operations management is important	7	(5)
Operations management is about managing processes	12	(8)
Operations processes have different characteristics	20	(7)
The activities of operations management	27	(4)
The model of operations management	31	(1)
Summary answers to key questions	32	(1)
Case exercise: ANLG Bank	33	(1)
Study activities	34	(1)
Notes on chapter	35	(1)
Selected further reading	35	(2)
The strategic role and objectives of operations	37	(27)
Introduction	37	(2)
The role of the operations function	39	(4)
Operations performance objectives	43	(14)
The polar representation of performance objectives	57	(2)
Summary answers to key questions	59	(1)
Case exercise: Operations objectives at the Penang Mutiara	60	(2)
Study activities	62	(1)
Notes on chapter	62	(1)
Selected further reading	63	(1)
Operations strategy	64	(30)
Introduction	64	(2)
What is strategy?	66	(1)
The content of operations strategy	67	(16)
The process of operations strategy	83	(4)
Summary answers to key questions	87	(1)
Case exercise: Long Ridge Gliding Club	88	(1)
Study activities	89	(1)
Notes on chapter	89	(1)
Selected further reading	90	(4)
Design
Process design	94	(33)
Introduction	94	(2)
Process design and product/service design are interrelated	96	(5)
Designing processes	101	(9)
The volume--variety effect on design	110	(1)
Process types	111	(10)
Design -- the structure of Part Two	121	(1)
Summary answers to key questions	122	(1)
Case exercise: United Flower Auctions, Aalsmeer, Holland	123	(1)
Study activities	124	(1)
Notes on chapter	125	(1)
Selected further reading	126	(1)
The design of products and services	127	(34)
Introduction	127	(2)
The competitive advantage of good design	129	(4)
The stages of design -- from concept to specification	133	(2)
Concept generation	135	(4)
Concept screening	139	(1)
Preliminary design	140	(5)
Design evaluation and improvement	145	(5)
Prototyping and final design	150	(1)
The benefits of interactive design	151	(6)
Summary answers to key questions	157	(1)
Case exercise: Binning boarding rage	158	(1)
Study activities	159	(1)
Notes on chapter	160	(1)
Selected further reading	160	(1)
Supply network design	161	(42)
Introduction	161	(2)
The supply network perspective	163	(3)
Configuring the supply network	166	(6)
The location of capacity	172	(10)
Long-term capacity management	182	(8)
Summary answers to key questions	190	(1)
Case exercise: Delta Synthetic Fibres	191	(1)
Study activities	192	(1)
Notes on chapter	193	(1)
Selected further reading	193	(1)
Supplement to Chapter 6 -- Forecasting	194	(1)
Introduction	194	(1)
Forecasting -- knowing the options	194	(1)
In essence forecasting is simple	195	(1)
Approaches to forecasting	196	(7)
Layout and flow	203	(41)
Introduction	203	(2)
The layout procedure	205	(2)
The basic layout types	207	(12)
Detailed design of the layout	219	(20)
Summary answers to key questions	239	(1)
Case exercise: Weldon Hand Tools	240	(2)
Study activities	242	(1)
Notes on chapter	243	(1)
Selected further reading	243	(1)
Process technology	244	(38)
Introduction	244	(2)
What is process technology?	246	(3)
Materials-processing technology	249	(5)
Information-processing technology	254	(10)
Customer-processing technology	264	(6)
Integrating technologies	270	(1)
The dimensions of technology	271	(2)
Choice of technology	273	(4)
Summary answers to key questions	277	(1)
Case exercise: Rochem Ltd	278	(2)
Study activities	280	(1)
Notes on chapter	281	(1)
Selected further reading	281	(1)
Job design and work organization	282	(40)
Introduction	282	(2)
The design of jobs	284	(2)
Designing environmental conditions -- ergonomics	286	(3)
Designing the technology: human interface -- ergonomic workplace design	289	(3)
Designing task allocation -- the division of labour	292	(1)
Designing job methods -- scientific management	293	(7)
Designing job time -- work measurement	300	(5)
Designing for job commitment -- behavioural approaches to job design	305	(9)
Summary answers to key questions	314	(1)
Case exercise: South West Cross Bank	315	(2)
Study activities	317	(1)
Notes on chapter	318	(1)
Selected further reading	318	(4)
Planning and control
The nature of planning and control	322	(35)
Introduction	322	(2)
What is planning and control?	324	(3)
The nature of supply and demand	327	(6)
Planning and control activities	333	(17)
The volume--variety effect on planning and control	350	(2)
Summary answers to key questions	352	(1)
Case exercise: Air traffic control	353	(1)
Study activities	354	(2)
Notes on chapter	356	(1)
Selected further reading	356	(1)
Capacity planning and control	357	(47)
Introduction	357	(2)
What is capacity?	359	(1)
Planning and controlling capacity	360	(2)
Measuring demand and capacity	362	(9)
The alternative capacity plans	371	(9)
Choosing a capacity planning and control approach	380	(12)
Summary answers to key questions	392	(1)
Case exercise: British Airways London Eye (A)	393	(1)
Study activities	394	(1)
Notes on chapter	395	(1)
Selected further reading	396	(1)
Supplement to Chapter 11 -- Analytical queueing models	397	(1)
Introduction	397	(1)
Notation	397	(1)
Variability	398	(2)
Types of queueing system	400	(4)
Inventory planning and control	404	(39)
Introduction	404	(2)
What is inventory?	406	(3)
The strategic role of inventories	409	(5)
Day-to-day inventory decisions	414	(17)
Inventory analysis and control systems	431	(7)
Summary answers to key questions	438	(1)
Case exercise: Trans-European Plastics	439	(2)
Study activities	441	(1)
Notes on chapter	442	(1)
Selected further reading	442	(1)
Supply chain planning and control	443	(38)
Introduction	443	(2)
What is supply chain management?	445	(3)
The activities of supply chain management	448	(12)
Types of relationships in supply chains	460	(5)
Supply chain behaviour	465	(11)
Summary answers to key questions	476	(1)
Case exercise: Globalcast	477	(1)
Study activities	478	(1)
Notes on chapter	479	(1)
Selected further reading	480	(1)
Enterprise resource planning (ERP)	481	(36)
Introduction	481	(2)
What is ERP?	483	(3)
Materials requirements planning (MRP)	486	(12)
MRP calculations	498	(7)
Manufacturing resource planning (MRPII)	505	(1)
Enterprise resource planning (ERP)	505	(4)
Web-integrated ERP	509	(3)
Summary answers to key questions	512	(1)
Case exercise: Psycho Sports Ltd	513	(2)
Study activities	515	(1)
Notes on chapter	516	(1)
Selected further reading	516	(1)
Lean operations and JIT	517	(34)
Introduction	517	(2)
Lean and just-in-time	519	(4)
The lean philosophy	523	(4)
JIT techniques	527	(5)
The contribution of lean ideas to operations management	532	(1)
JIT planning and control	532	(8)
JIT in service operations	540	(2)
JIT and MRP	542	(4)
Summary answers to key questions	546	(1)
Case exercise: Boys and Boden (B&B)	547	(2)
Study activities	549	(1)
Notes on chapter	549	(1)
Selected further reading	550	(1)
Project planning and control	551	(40)
Introduction	551	(2)
What is a project?	553	(3)
Successful project management	556	(1)
The project planning and control process	557	(14)
Network planning	571	(13)
Computer-assisted project management	584	(2)
Summary answers to key questions	586	(1)
Case exercise: British Airways London Eye (B)	587	(2)
Study activities	589	(1)
Notes on chapter	590	(1)
Selected further reading	590	(1)
Quality planning and control	591	(47)
Introduction	591	(2)
What is quality and why is it so important?	593	(7)
Conformance to specification	600	(9)
Statistical process control (SPC)	609	(15)
Process control, learning and knowledge	624	(3)
Acceptance sampling	627	(3)
Summary answers to key questions	630	(2)
Case exercise: Calling Sue	632	(1)
Study activities	633	(1)
Notes on chapter	634	(1)
Selected further reading	634	(4)
Improvement
Operations improvement	638	(40)
Introduction	638	(2)
Measuring and improving performance	640	(7)
Improvement priorities	647	(5)
Approaches to improvement	652	(11)
The techniques of improvement	663	(10)
Summary answers to key questions	673	(1)
Case exercise: Lombard Direct	674	(2)
Study activities	676	(1)
Notes on chapter	677	(1)
Selected further reading	677	(1)
Failure prevention and recovery	678	(39)
Introduction	678	(2)
System failure	680	(9)
Failure detection and analysis	689	(6)
Improving process reliability	695	(12)
Recovery	707	(5)
Summary answers to key questions	712	(1)
Case exercise: The Chernobyl failure	713	(2)
Study activities	715	(1)
Notes on chapter	715	(1)
Selected further reading	716	(1)
Managing improvement -- the TQM approach	717	(33)
Introduction	717	(2)
TQM and the management of improvement	719	(3)
What is TQM?	722	(12)
Implementing improvement programmes	734	(6)
Quality awards	740	(3)
Summary answers to key questions	743	(1)
Case exercise: The Waterlander Hotel	744	(2)
Study activities	746	(1)
Notes on chapter	746	(1)
Selected further reading	747	(3)
The operations challenge
The operations challenge	750	(20)
Introduction	750	(1)
Globalization	751	(3)
Social responsibility	754	(2)
Environmental responsibility	756	(5)
Technology	761	(2)
Knowledge management	763	(3)
Summary answers to key questions	766	(1)
Case exercise: Oxfam	767	(1)
Study activities	768	(1)
Notes on chapter	769	(1)
Selected further reading	769	(1)
Glossary	770	(11)
Index	781