9780324237047

Operations Management Goods, Services, and Value Chains (with Crystal Ball Pro 2000 and CD-ROM)

by ;
  • ISBN13:

    9780324237047

  • ISBN10:

    0324237049

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2005-07-13
  • Publisher: South-Western College Pub
  • View Upgraded Edition

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Summary

This exciting new textbook provides exceptional coverage of the essential topics taught in a modern operations management course. It?s highly current coverage includes contemporary and relevant service theory and applications, and appropriate manufacturing applications and theory are included where relevant. The book?s modern/strategic approach addresses OM from a cross-functional perspective, which views operations as linked to all other functional areas of an organization, such as marketing and finance, etc. The strategic approach takes into consideration the integration of technology and how it changes the way a firm operates. Recognition of this current trend is the main differentiating factor for this Collier/Evans text. The book provides equal coverage of manufacturing and services theory and applications, while placing an emphasis on the integration of the value chain.

Table of Contents

Preface xxi
PART 1: UNDERSTANDING OPERATIONS
1(154)
Goods, Services, and Operations Management
1(37)
The Nature of Operations Management
5(2)
OM in the Workplace
6(1)
OM Spotlight: DuPont
7(1)
OM Spotlight: Ferguson Metals
8(2)
Understanding Goods and Services
10(6)
Similarities and Differences Between Goods and Services
11(3)
Customer Benefit Packages
14(2)
Processes and Value Chains
16(2)
OM Spotlight: Pal's Sudden Service
18(1)
Quantitative Methods in Operations Management
19(4)
A Customer Satisfaction Model
20(1)
A Break-Even Model
21(1)
Using Models in OM
22(1)
Operations Management: A History of Change and Challenge
23(5)
A Focus on Efficiency
23(1)
The Quality Revolution
24(1)
Competing Through Customization and Design
25(1)
Time-Based Competition
25(1)
The Service Revolution
25(2)
The Impacts of Technology and Globalization
27(1)
Modern Challenges
27(1)
Organization of this Book
28(1)
Solved Problems
29(1)
Key Terms and Concepts
30(1)
Questions for Review and Discussion
31(1)
Problems and Activities
32(1)
Cases
33(4)
Stoner Creek Showcase
33(1)
Bonnie Blaine, Director of Hospital Operations
34(3)
Endnotes
37(1)
Value Chains
38(31)
Value and Supply Chains
41(7)
Value Chains
42(3)
An Example of a Value Chain: Buhrke Industries, Inc.
45(2)
Supply Chains
47(1)
Value Chain Design and Management
48(1)
OM Spotlight: Upgrading Bar Codes for Global Supply Chains
49(1)
Outsourcing and Vertical Integration
49(1)
OM Spotlight: American Racing Wheels
50(3)
Break-Even Analysis for Simple Outsourcing Decisions
51(1)
Value and Supply Chain Integration
52(1)
OM Spotlight: Exel - A Supply Chain Integrator
53(1)
Value Chains in a Global Business Environment
53(6)
An Example of a Global Value Chain: Rocky Shoes & Boots Company
54(1)
Offshoring
55(4)
OM Spotlight: Chevron Texaco in the Philippines
59(5)
Management Issues in Global Value Chains
61(1)
Value Chains and Local Culture
62(2)
OM Spotlight: Europe's Work Force Working Less
64(1)
Solved Problems
64(1)
Key Terms and Concepts
65(1)
Questions for Review and Discussion
65(1)
Problems and Activities
66(1)
Cases
66(2)
Tune Man
66(1)
Safe Outsourcing
67(1)
Endnotes
68(1)
Measuring Performance in Operations
69(46)
The Scope of Performance Measurement
72(1)
OM Spotlight: Measurement at eBay
73(4)
Financial Measures
74(1)
Customer and Market Measures
75(1)
Safety
76(1)
Quality
76(1)
OM Spotlight: Dana Corporation
77(2)
OM Spotlight: Federal Express
79(2)
Time
79(1)
Flexibility
80(1)
OM Spotlight: Nissan Flexibility
81(5)
Innovation and Learning
81(1)
Productivity
82(4)
Linking Internal and External Performance Measures
86(1)
OM Spotlight: Florida Power and Light
87(2)
Designing Performance Measurement Systems for Operations
89(3)
Information Reliability and Accessibility
91(1)
Models of Organizational Performance
92(1)
Malcolm Baldrige National Quality Award Framework
92(1)
OM Spotlight: Clarke American
93(5)
The Balanced Scorecard Model
95(3)
OM Spotlight: Pearl River School District
98(3)
The Value Chain Model
99(2)
OM Spotlight: Hospital Performance Consortium
101(2)
The Service-Profit Chain Model
102(1)
OM Spotlight: ServiceMaster
103(2)
Solved Problems
105(1)
Key Terms and Concepts
105(2)
Questions for Review and Discussion
107(2)
Problems and Activities
109(1)
Cases
110(4)
Greyhound Insurance Company
110(2)
The Excelsior Inn
112(1)
Bank USA: Credit Card Division
112(2)
Endnotes
114(1)
Operations Strategy
115(40)
Understanding Customer Wants and Needs
118(4)
Dissatisfiers, Satisfiers, and Exciters/Delighters
119(1)
Search, Experience, and Credence Attributes
120(2)
Competitive Priorities
122(1)
OM Spotlight: BMW
123(1)
Cost
124(1)
OM Spotlight: Southwest Airlines
124(1)
OM Spotlight: IBM
125(2)
Quality
125(1)
Time
126(1)
OM Spotlight: Hyundai Motor Company
127(1)
OM Spotlight: Procter and Gamble
127(3)
Flexibility
129(1)
Innovation
129(1)
Strategic Planning
130(3)
The Strategic Planning Process
131(2)
Operations Strategy
133(2)
OM Spotlight: Wal-Mart
135(3)
A Framework For Operations Strategy
136(2)
Operations Design Choice and Infrastructure Decisions
138(1)
Types of Processes
138(1)
Supply Chain Integration and Outsourcing
138(1)
Technology
139(1)
Capacity and Facilities
139(1)
OM Spotlight: McDonald's
139(2)
Inventory
140(1)
Trade-Off Analysis
140(1)
Building the Right Infrastructure
141(2)
Work Force
141(1)
Operating Plans and Control Systems
141(1)
Quality Control
141(1)
Organization Structure
142(1)
Compensation Systems
142(1)
Learning and Innovation Systems
142(1)
Support Services
143(1)
Applying the Strategy Development Framework: A Case Study of McDonald's
143(4)
Solved Problems
147(2)
Key Terms and Concepts
149(1)
Questions for Review and Discussion
149(1)
Problems and Activities
150(1)
Cases
151(2)
The Lawn Care Company
151(1)
The Greater Cincinnati Chamber of Commerce
152(1)
Endnotes
153(2)
PART 2: DESIGNING OPERATING SYSTEMS
155(244)
Technology and Operations Management
156(46)
Understanding Technology in Operations
159(2)
Manufacturing Technology Tours
160(1)
OM Spotlight: Cincinnati Water Works
161(8)
Service Technology
163(1)
Service Technology Tours
164(5)
Technology in Value Chains
169(4)
Business Intelligence Systems in Value Chains
172(1)
OM Spotlight: Schneider National
173(1)
Integrated Operating Systems
174(1)
Supply Chain Management (SCM) Systems
174(1)
OM Spotlight: Accounting at MetLife
175(1)
OM Spotlight: Supply Chain Management at Dell
176(4)
Computer Integrated Manufacturing Systems (CIMS)
176(2)
Enterprise Resource Planning (ERP) Systems
178(2)
Customer Relationship Management (CRM) Systems
180(1)
OM Spotlight: Dow Chemical's ERP System
180(1)
OM Spotlight: Enterprise Rent-A-Car
181(2)
Revenue Management Systems (RMS)
182(1)
Benefits and Challenges of Technology
183(2)
Technology Benefits
184(1)
Technology Challenges
184(1)
OM Spotlight: Lands' End Customized Online Apparel
185(1)
OM Spotlight: The WebVan Failure
186(1)
Impacts of Technology on People
187(1)
Technology Development and Adoption
187(3)
Examples of the Technology Adoption Process
189(1)
OM Spotlight: Wal-Mart's Value Chain Approach to Eyeglasses
190(1)
Making Technology Decisions
191(1)
Quantitative Models for Technology Decisions
191(1)
Solved Problems
192(2)
Key Terms and Concepts
194(1)
Questions for Review and Discussion
194(2)
Problems and Activities
196(1)
Cases
197(3)
Contrasting Manufacturing Technology
197(1)
LA Aluminum
198(1)
D&C Car Wash Services
198(2)
Endnotes
200(2)
Goods and Service Design
202(54)
Designing Goods and Services
205(3)
Strategic Mission, Analysis and Competitive Priorities
206(1)
Customer Benefit Package Design and Configuration
206(2)
OM Spotlight: The Hear Music Coffeehouse
208(2)
Detailed Goods, Services, and Process Design
209(1)
Market Introduction/Deployment
209(1)
Marketplace Evaluation
210(1)
Product and Process Design in Manufacturing
210(1)
Robust Design and the Taguchi Loss Function
211(1)
OM Spotlight: Solar Turbines
211(9)
Quality Engineering
214(1)
Product and Process Simplification
215(1)
Design for Environmental Quality
216(1)
Reliability
217(3)
Service Delivery System Design
220(1)
Facility Location and Layout
220(1)
OM Spotlight: Service Process Design at Wendy's
221(1)
Servicescape
221(1)
OM Spotlight: Kaiser Permanente
222(4)
Process and Job Design
223(1)
Technology and Information Support Systems
223(1)
Organizational Structure
224(1)
An Example of Service Delivery System Design: Courtyard by Marriott
224(2)
Service Encounter Design
226(6)
Customer Contact Behavior and Skills
227(2)
Service-Provider Selection, Development, and Empowerment
229(1)
Recognition and Reward
230(1)
Service Recovery and Guarantees
230(2)
An Integrative Case Study of Lenscrafter's
232(4)
Strategic Mission, Market Analysis, and Competitive Priorities
232(1)
Customer Benefit Package Design and Configuration
233(1)
Manufactured Good Design and Process Selection
233(1)
Service Delivery System Design
234(1)
Service Encounter Design
235(1)
Market Introduction/Deployment and Evaluation
236(1)
Design Speed
236(1)
Streamlining the Goods and Service Design Process
236(1)
OM Spotlight: Ford Motor Company
237(1)
Information Technology in Goods and Service Design
238(1)
OM Spotlight: Moen Inc.
238(3)
Design Speed in the Global Marketplace
239(1)
Quality Function Deployment
239(2)
OM Spotlight: LaRosa's Pizzeria
241(2)
Solved Problems
243(2)
Key Terms and Concepts
245(1)
Questions for Review and Discussion
246(1)
Problems and Activities
247(3)
Cases
250(4)
Bourbon Bank: Service Guarantees
250(2)
Automotive Airbag Reliability
252(2)
Endnotes
254(2)
Process Selection, Design and Analysis
256(49)
Process Choice Decisions
260(1)
Process Choice in Manufacturing
261(4)
The Product-Process Matrix
263(2)
OM Spotlight: Becton Dickinson
265(1)
Process Choice in Services
265(1)
Pathways
265(1)
OM Spotlight: Nike Town
266(3)
The Service Positioning Matrix
267(2)
The Product Life Cycle and Process Choice Decisions
269(2)
Process Design
271(9)
Process Design Objectives
272(1)
Process and Value Stream Mapping
273(6)
Alternative Process Designs
279(1)
Process Performance Measures
279(1)
Process Equipment and Technology Selection
279(1)
Implementation Planning
280(1)
OM Spotlight: Alamo Rent-a-Car and National Car Rental
280(1)
OM Spotlight: AT&T Credit Corporation
281(1)
Process Analysis and Improvement
281(1)
OM Spotlight: Boise
282(3)
Reengineering and Creative Destruction
284(1)
Process Design and Resource Utilization
285(4)
Bottlenecks
287(1)
Queues
288(1)
OM Spotlight: Tracking Hospital Patient Flow
289(1)
OM Spotlight: Queuing Analysis on the Web
290(4)
Little's Law
293(1)
Solved Problems
294(2)
Key Terms and Concepts
296(1)
Questions for Review and Discussion
297(1)
Problems and Activities
298(2)
Cases
300(3)
Janson Medical Clinic
300(1)
The U.S. Census
301(2)
Endnotes
303(2)
Facility and Work Design
305(48)
Facility Layout
308(5)
Layout Patterns
309(4)
OM Spotlight: Rockwell International
313(3)
Materials-Handling Issues
315(1)
OM Spotlight: Ocular Sciences Contact Lenses Distribution Center
316(2)
Facility Design in Service Organizations
316(2)
Designing Product Layouts
318(1)
OM Spotlight: Toyota and Honda
319(6)
Assembly Line Balancing
320(2)
Line Balancing Approaches
322(3)
Designing Process Layouts
325(4)
Process Layout Techniques and Software
329(1)
OM Spotlight: Vytec Corporation
329(1)
OM Spotlight: Daimler Chrysler
330(1)
Workplace Design
330(3)
Ergonomics in Workplace Design
332(1)
Safety in Workplace Design
332(1)
Work and Job Design
333(2)
OM Spotlight: Sunny Fresh Foods
335(1)
Virtual Workplaces
336(1)
OM Spotlight: AT&T Credit Corporation
336(2)
Solved Problems
338(2)
Key Terms and Concepts
340(1)
Questions for Review and Discussion
341(1)
Problems and Activities
342(5)
Cases
347(5)
The University Library Workroom
347(1)
Bank USA: Cash Movement
348(4)
Endnotes
352(1)
Supply Chain Design
353(46)
Understanding Supply Chains
356(4)
OM Spotlight: Alexander the Great
360(3)
The Value and Supply Chain at Dell, Inc.
361(2)
Understanding and Measuring Supply Chain Performance
363(5)
Cash-to-Cash Conversion Cycle
365(2)
The Bullwhip Effect
367(1)
Designing the Supply Chain
368(1)
Efficient and Responsive Supply Chains
368(1)
OM Spotlight: Value Pricing at Procter & Gamble
369(1)
OM Spotlight: Wal-Mart's Supply Chain
370(4)
Push and Pull Systems
370(2)
Contract Manufacturing
372(1)
Supply Chain Design for Multi-Site Services
373(1)
Location Decisions in Supply Chains
374(1)
OM Spotlight: Toyota and Ford
374(1)
OM Spotlight: Tesco
375(4)
Critical Factors in Location Decisions
376(2)
Location Decision Process
378(1)
Quantitative Models in Supply Chain Design
379(6)
Location Scoring Models
379(1)
Center of Gravity Method
379(3)
Transportation Model
382(2)
Network Location Models
384(1)
Supply Chain Management Design Issues
385(1)
Selecting Transportation Services
385(1)
OM Spotlight: Faster Supply Chains for American Furniture Manufacturers
386(2)
Supplier Evaluation
386(1)
Selecting Technology
387(1)
Inventory Management
388(1)
OM Spotlight: Decision Support Technology at Procter & Gamble
388(1)
Solved Problems
389(1)
Key Terms and Concepts
390(1)
Questions for Review and Discussion
391(1)
Problems and Activities
392(3)
Cases
395(2)
Cisco Systems Cash-to-Cash Conversion Cycle
395(1)
Holden Hospital Blood Bank
396(1)
The Martin Company
397(1)
Endnotes
397(2)
PART 3: MANAGING OPERATIONS
399(408)
Capacity Management
400(37)
Understanding Capacity
403(2)
Economies and Diseconomies of Scale
404(1)
Focused Factories
404(1)
Capacity Measurement
405(1)
OM Spotlight: Focus Packaging, Inc.
406(5)
Safety Capacity
406(2)
Capacity Measurement in Job Shops
408(1)
Using Capacity Measures for Operations Planning
409(2)
Long-Term Capacity Strategies
411(1)
Capacity Expansion
412(1)
OM Spotlight: Briggs & Stratton
412(3)
Applying Decision-Analysis Techniques to Capacity Decisions
414(1)
Short-Term Capacity Management
415(1)
Managing Capacity by Adjusting Short-Term Capacity Levels
415(1)
OM Spotlight: J.P. Morgan Chase's Fiduciary Operations
416(2)
Managing Capacity by Shifting and Stimulating Demand
417(1)
Revenue Management Systems
418(1)
Basic Economics of Managing Service Capacity Tradeoffs
418(1)
OM Spotlight: Airlines Simplified versus Revenue Management Airfares
419(3)
Overbooking Strategies and Analysis
420(2)
Theory of Constraints
422(3)
OM Spotlight: Kreisler Manufacturing Corporation
425(1)
Solved Problems
426(1)
Key Terms and Concepts
427(1)
Questions for Review and Discussion
428(1)
Problems and Activities
429(3)
Cases
432(4)
Appleton Pulp and Paper Mill
432(1)
David Christopher, Orthopedic Surgeon
433(1)
Recording for the Blind
434(2)
Endnotes
436(1)
Forecasting and Demand Planning
437(42)
Forecasting and Demand Planning
440(2)
OM Spotlight: Collaborative Demand Planning at Colgate-Palmolive
442(1)
Basic Concepts in Forecasting
443(7)
Forecast Planning Horizon
443(1)
Data Patterns in Times Series
443(4)
Forecast Errors and Accuracy
447(3)
Types of Forecasting Approaches
450(1)
Forecasting Software
450(1)
OM Spotlight: Statistical Versus Judgmental Forecasting
451(1)
Statistical Forecasting Models
451(11)
Single Moving Average
452(2)
Weighted Moving Average
454(1)
Single Exponential Smoothing
455(3)
CB Predictor
458(1)
Advanced Forecasting Models
459(3)
Regression as a Forecasting Approach
462(3)
OM Spotlight: California Electric Power Plant Closings
465(2)
Causal Forecasting Models with Multiple Regression
465(2)
Judgemental Forecasting
467(1)
Forecasting in Practice
468(1)
OM Spotlight: Holland Hitch Company - Forecast Cost versus Accuracy
469(1)
Solved Problems
470(2)
Key Terms and Concepts
472(1)
Questions for Review and Discussion
473(1)
Problems and Activities
473(2)
Cases
475(3)
Bank USA: Forecasting Help Desk Demand by Day (A)
475(1)
Bank USA: Forecasting Help Desk Demand by Hour of the Day (B)
476(2)
Endnotes
478(1)
Managing Inventories
479(60)
Basic Inventory Concepts
483(6)
Inventory Management Decisions and Costs
485(1)
Characteristics of Inventory Management Systems
486(3)
Inventory Management Infrastructure
489(4)
ABC Inventory Analysis
489(3)
Cycle Counting
492(1)
Technology and Inventory Management
492(1)
OM Spotlight: FMC Corporation
493(1)
OM Spotlight: Information Technology at Nissan
494(1)
Fixed Quantity Systems
495(16)
Impact of Demand Variability
496(3)
Choosing the Reorder Point
499(1)
Summary of Fixed Quantity Systems
500(2)
Optimal FQS Policies for Deterministic Demand: The EOQ Model
502(4)
EOQ Models for Stochastic Demand
506(5)
Safety Stock in Complex Supply Chains
511(1)
Fixed Period Systems
511(1)
OM Spotlight: Hewlett-Packard
512(4)
Fixed Period Systems with Stochastic Demand
514(1)
Summary of Fixed Period Systems
515(1)
Choosing Between Fixed Order Quantity and Fixed Period Systems
516(1)
Special Models for Inventory Management
517(7)
EOQ Model With Backorders
517(2)
Quantity Discount Model
519(3)
Single Period Inventory Model
522(1)
Simulation Models For Inventory Analysis
523(1)
OM Spotlight: Risk-Based Inventory Simulation Modeling at Weyerhaeuser
524(1)
Solved Problems
524(4)
Key Terms and Concepts
528(1)
Questions for Review and Discussion
528(1)
Problems and Activities
529(4)
Cases
533(5)
Margate Hospital
533(1)
Colorado Technical College
534(1)
Kingston University Hospital
534(4)
Endnotes
538(1)
Resource Management
539(48)
Resource Planning Framework for Goods and Services
542(1)
OM Spotlight: Rowntree MacKintosh Canada, Ltd.
542(3)
Aggregate Planning Decisions and Strategies
545(8)
Demand Management
545(1)
Production-Rate Changes
546(1)
Work-Force Changes
546(1)
Inventory Changes
547(1)
Facilities, Equipment, and Transportation
547(1)
Aggregate Planning Strategies
547(3)
Linear Programming Approaches to Aggregate Planning
550(1)
Aggregate Planning For Services
551(2)
Disaggregation in Manufacturing
553(8)
Master Production Scheduling
559(1)
Materials Requirements Planning
560(1)
OM Spotlight: Gillette
561(9)
Time-Phasing and Lot Sizing in MRP
562(5)
MRP II and Capacity Requirements Planning
567(2)
MRP System Data Accuracy and Safety Stock
569(1)
Disaggregating Service Plans
570(1)
Solved Problems
571(5)
Key Terms and Concepts
576(1)
Questions for Review and Discussion
576(1)
Problems and Activities
577(5)
Cases
582(4)
In-Line Industries (A)
582(1)
In-Line Industries (B)
582(1)
Park Plaza Hospital
583(3)
Endnotes
586(1)
Operations Scheduling and Sequencing
587(40)
The Scope of Scheduling and Sequencing
590(2)
Computer-Based Scheduling
591(1)
OM Spotlight: Telling Umpires Where to Go
592(1)
OM Spotlight: Tibor Machine Products
593(1)
Scheduling in Supply Chains
594(1)
Scheduling Applications and Approaches
594(4)
Scheduling in MRP Systems
594(1)
Staff Scheduling
595(3)
OM Spotlight: Software to Schedule Anywhere
598(2)
Appointment Systems
598(2)
Sequencing
600(3)
Sequencing Performance Criteria
600(1)
Sequencing Rules
601(2)
Applications of Sequencing Rules
603(6)
Single Resource Sequencing Problem
603(3)
Two-Resource Sequencing Problem
606(1)
Dispatching and Simulation-Based Sequencing
607(2)
OM Spotlight: Dispatching of Tank Trucks for Mobil Oil Corporation
609(5)
Batch Production Sequencing and Scheduling
613(1)
OM Spotlight: Scotts Miracle-Gro Company
614(2)
Schedule Monitoring and Control
616(1)
Solved Problems
617(2)
Key Terms and Concepts
619(1)
Questions for Review and Discussion
620(1)
Problems and Activities
620(3)
Cases
623(3)
Hickory Bank (A)
623(2)
Stephens Industries
625(1)
Endnotes
626(1)
Quality Management
627(55)
A Brief History of Quality Management
631(1)
OM Spotlight: Poor Quality Costs in U.S. Health Care
632(1)
Understanding Quality
633(5)
The GAP Model
633(2)
Quality in Operations
635(1)
Quality and Business Results
636(2)
Influenential Leaders in Modern Quality Management
638(3)
W. Edwards Deming
638(3)
Joseph Juran
641(1)
OM Spotlight: Hillerich & Bradsby
641(3)
Philip B. Crosby
642(1)
Comparisons of Quality Philosophies
643(1)
ISO 9000:2000
643(1)
OM Spotlight: Rehtek Machine Co
644(2)
Designing Quality Management and Control Systems
646(3)
Contract Management, Design Control, and Purchasing
646(1)
Process Control
646(1)
Corrective Action and Continual Improvement
647(1)
Controlling Inspection, Measuring, and Test Equipment
647(1)
Records, Documentation, and Audits
648(1)
Challenges Facing Global Companies
649(1)
Six Sigma
649(3)
Measuring Quality in Six Sigma
650(1)
Implementing Six Sigma
651(1)
OM Spotlight: General Electric
652(2)
OM Spotlight: Ford Motor Company
654(1)
Six Sigma In Services and Small Organizations
654(1)
OM Spotlight: Six Sigma Applications in Services
655(1)
Tools for Quality Analysis and Improvement
656(12)
Cost of Quality Measurement
656(4)
The ``Seven QC Tools''
660(5)
Using the Seven QC Tools for Improvement
665(1)
Kaizen
666(1)
Poka-Yoke (Mistake-Proofing)
667(1)
OM Spotlight: Kaizen Blitz at Magnivision
668(4)
Process Simulation
668(4)
Solved Problems
672(1)
Key Terms and Concepts
673(1)
Questions for Review and Discussion
674(1)
Problems and Activities
675(2)
Cases
677(3)
Welz Business Machines
677(1)
National Furniture
678(1)
Renewal Auto Service
679(1)
Endnotes
680(2)
Quality Control and SPC
682(47)
Quality Control Systems
685(5)
Quality Control Practices in Manufacturing
686(2)
Quality Control Practices in Services
688(2)
OM Spotlight: The Ritz-Carlton Hotel Company
690(1)
Foundations of Statistical Process Control
691(2)
Understanding Variation
691(1)
Quality Control Metrics and Measurement
692(1)
Service Quality Metrics and Measurement
693(1)
OM Spotlight: Bad Service is Remembered
693(3)
Control Charts
695(1)
OM Spotlight: Dow Chemical Company
696(3)
SPC Methodology
698(1)
Constructing Control Charts
699(14)
Constructing x- and R-Charts
699(1)
An Example of an x-Chart and R-Chart
699(1)
Interpreting Patterns in Control Charts
700(3)
Constructing p-Charts
703(1)
An Example of a p-Chart
704(1)
Variable Sample Size
704(3)
Constructing c- and u-Charts
707(1)
An Example of a c-Chart
708(2)
An Example of a u-Chart
710(1)
Choosing between c- and u-Charts
711(1)
Summary of Control Charts
712(1)
Practical Issues in SPC Implementation
713(1)
Control Chart Design
713(1)
OM Spotlight: IBM
714(1)
Controlling Six Sigma Processes
715(1)
Process Capability
715(4)
Capability Versus Control
716(1)
Process Capability Index
717(2)
OM Spotlight: Corning Incorporated
719(1)
Solved Problems
720(1)
Key Terms and Concepts
720(1)
Questions for Review and Discussion
721(1)
Problems and Activities
721(4)
Cases
725(3)
Bank USA: Securities Control
725(1)
Dean Door Corporation
726(2)
Endnotes
728(1)
Lean Operating Systems
729(38)
Principles of Lean Operating Systems
732(3)
Eliminate Waste
733(1)
Increase Speed and Response
733(1)
Improve Quality
734(1)
Reduce Cost
734(1)
Benefits of Lean Operating Systems
735(1)
OM Spotlight: TI Automotive
735(1)
Lean Tools and Approaches
735(3)
Value Stream Mapping
735(1)
Small Batch and Single-Piece Flow
736(2)
OM Spotlight: Harley-Davidson
738(1)
The 5Ss
738(1)
Visual Controls
739(1)
Efficient Layout and Standardized Operations
739(1)
Technology
739(1)
OM Spotlight: Omark
739(1)
Supplier Relationship Management
740(1)
OM Spotlight: Saturn Corporation
740(1)
Single Minute Exchange of Dies (SMED)
741(1)
Stable Production Schedules
741(1)
OM Spotlight: Sunset Manufacturing
741(4)
Quality at the Source
742(1)
Continuous Improvement and Six Sigma
742(1)
Total Productive Maintenance
742(1)
Eastman Chemical Company
743(1)
Manufactured Good Recovery
744(1)
OM Spotlight: Remanufacturing Printer Ink Cartridges
745(1)
Lean Manfacturing Tours
746(3)
Gorton's of Gloucester
746(1)
Timken Company
747(2)
Lean Service Tours
749(4)
SBC Communications
749(2)
Southwest Airlines
751(2)
Just-In-Time Systems
753(4)
Operation of a JIT System
754(2)
JIT in Service Organizations
756(1)
OM Spotlight: Baxter International
757(1)
Designing Effective JIT Systems
757(1)
OM Spotlight: The Hazards of One-Piece Flow
758(1)
Solved Problems
758(1)
Key Terms and Concepts
758(1)
Questions for Review and Discussion
759(1)
Problems and Activities
760(1)
Cases
761(5)
Community Medical Associates
761(1)
Benchmarking JIT at Toyota
762(2)
JIT in Mail-Order Processing
764(2)
Endnotes
766(1)
Project Management
767(40)
The Scope of Project Management
771(1)
OM Spotlight: Xerox Global Services
772(4)
Roles of the Project Manager and Team Members
773(2)
Organizational Structure
775(1)
Factors for Successful Projects
775(1)
OM Spotlight: Hershey's Halloween Nightmare
776(1)
Techniques for Planning, Scheduling, and Controlling Projects
776(3)
Project Definition
777(1)
Resource Planning
778(1)
OM Spotlight: Multi-Project Management at AOL/Time Warner Center
779(3)
Project Scheduling With the Critical Path Method
780(2)
Project Control
782(1)
OM Spotlight: Bechtel Power Corporation
782(6)
Using a Gantt Chart for Progress Control
785(1)
Budget Control
786(2)
Time/Cost Tradeoffs
788(3)
Crashing Decisions
789(2)
Uncertainty in Project Management
791(4)
Project Management Software
795(1)
Microsoft Project
795(1)
OM Spotlight: Project Management at the Retirement Systems of Alabama (RSA)
796(1)
Solved Problems
797(2)
Key Terms and Concepts
799(1)
Questions for Review and Discussion
800(1)
Problems and Activities
800(4)
Cases
804(1)
St. Mary's Medical Center
804(1)
R. A. Hamilton Company
804(1)
Endnotes
804(3)
Appendices
807(8)
Appendix A: Areas for the Standard Normal Distribution
809(2)
Appendix B: Factors for Control Charts
811(2)
Appendix C: Random Digits
813(2)
Index 815

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