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Product Details:
- ISBN-13: 978-1285451411
- Author:
Table of contents:
- Part 1
- Ch 1: Goods, Services, and Operations Management
- Ch 1: Learning Outcomes
- 1-1: Operations Management
- 1-2: OM in the Workplace
- 1-3: Understanding Goods and Services
- 1-4: Customer Benefit Packages
- 1-5: Processes
- 1-6: OM: A History of Change and Challenge
- 1-7: Current Challenges in OM
- Ch 1: Discussion Questions
- Ch 1: Problems and Activities
- Ch 1: Zappos Case Study
- Ch 2: Value Chains
- Ch 2: Learning Outcomes
- Ch 2: Introduction
- 2-1: The Concept of Value
- 2-2: Value Chain Paradigms and Perspectives
- 2-3: Value Chain Decisions
- 2-4: Offshoring and Reshoring
- 2-5: Value Chains in a Global Business Environment
- 2-6: Sustainable Value Chains
- Ch 2: Discussion Questions
- Ch 2: Problems and Activities
- Ch 2: Bookmaster Case Study
- Ch 3: Measuring Performance in Operations
- Ch 3: Learning Outcomes
- Ch 3: Introduction
- 3-1: Types of Performance Measures
- 3-2: Analytics in Operations Management
- 3-3: Designing Measurement Systems in Operations
- 3-4: Models of Organizational Performance
- Ch 3: Discussion Questions
- Ch 3: Problems and Activities
- Ch 3: BankUSA: Credit Card Division Case Study
- Ch 4: Operations Strategy
- Ch 4: Learning Outcomes
- 4-1: Gaining Competitive Advantage
- 4-2: Understanding Customer Wants and Needs
- 4-3: Evaluating Goods and Services
- 4-4: Competitive Priorities
- 4-5: OM and Strategic Planning
- 4-6: A Framework for Operations Strategy
- Ch 4: Discussion Questions
- Ch 4: Problems and Activities
- Ch 4: Sustainable Lawn Care Case Study
- Part 2
- Ch 5: Technology and Operations Management
- Ch 5: Learning Outcomes
- Ch 5: Introduction
- 5-1: Understanding Technology in Operations
- 5-2: Technology in Value Chains
- 5-3: Benefits and Challenges of Technology
- 5-4: Technology Decisions and Implementation
- Ch 5: Discussion Questions
- Ch 5: Problems and Activities
- Ch 5: Bracket International—The RFID Decision Case Study
- Ch 6: Goods and Service Design
- Ch 6: Learning Outcomes
- Ch 6: Introduction
- 6-1: Designing Goods and Services
- 6-2: Customer-Focused Design
- 6-3: Designing Manufactured Goods
- 6-4: Service-Delivery System Design
- 6-5: Service-Encounter Design
- 6-6: An Integrative Case Study of Lenscrafters
- Ch 6: Discussion Questions
- Ch 6: Problems and Activities
- Ch 6: Tom’s Auto Service Case Study
- Ch 7: Process Selection, Design, and Analysis
- Ch 7: Learning Outcomes
- Ch 7: Introduction
- 7-1: Process Choice Decisions
- 7-2: The Product-Process Matrix
- 7-3: The Service-Positioning Matrix
- 7-4: Process Design
- 7-5: Process Analysis and Improvement
- 7-6: Process Design and Resource Utilization
- Ch 7: Discussion Questions
- Ch 7: Problems and Activities
- Ch 7: Hopewell Hospital Pharmacy Case Study
- Ch 8: Facility and Work Design
- Ch 8: Learning Outcomes
- Ch 8: Introduction
- 8-1: Facility Layout
- 8-2: Designing Product Layouts
- 8-3: Designing Process Layouts
- 8-4: Workplace Design
- Ch 8: Discussion Questions
- Ch 8: Problems and Activities
- Ch 8: BankUSA: Cash Movement Case Study
- Ch 9: Supply Chain Design
- Ch 9: Learning Outcomes
- Ch 9: Introduction
- 9-1: Understanding Supply Chains
- 9-2: Designing the Supply Chain
- 9-3: Sustainable Supply Chains
- 9-4: Measuring Supply Chain Performance
- 9-5: Location Decisions in Value Chains
- 9-6: Managing Supply Chains
- Ch 9: Discussion Questions
- Ch 9: Problems and Activities
- Ch 9: Boston Red Sox Spring Training Decision Case Study
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