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• Cover
• Halftitle
• Title
• Copyright
• The McGraw-Hill Series in Operations and Decision Sciences
• Preface
• Walkthrough
• Connect
• Note to Students
• Brief Contents
• Contents
• Operations Management
  • 1 Introduction to Operations Management
    • Introduction
    • Production of Goods Versus Providing Services
    • Why Learn About Operations Management?
    • Career Opportunities and Professional Societies
    • Process Management
    • The Scope of Operations Management
      • Reading: Why Manufacturing Matters
    • Operations Management and Decision Making
      • Reading: Analytics
    • The Historical Evolution of Operations Management
    • Operations Today
      • Reading: Agility Creates a Competitive Edge
    • Key Issues for Today’s Business Operations
      • Readings: Sustainable Kisses
      • Diet and the Environment: Vegetarian vs. Nonvegetarian
      • Operations Tour: Wegmans Food Markets
    • Summary
    • Key Points
    • Key Terms
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
      • Case: Hazel
    • Selected Bibliography and Further Readings
    • Problem-Solving Guide
  • 2 Competitiveness, Strategy, and Productivity
    • Introduction
    • Competitiveness
    • Mission and Strategies
      • Readings: Amazon Ranks High in Customer Service
      • Low Inventory Can Increase Agility
    • Operations Strategy
    • Implications of Organization Strategy for Operations Management
    • Transforming Strategy into Action: The Balanced Scorecard
    • Productivity
      • Readings: Why Productivity Matters
      • Dutch Tomato Growers’ Productivity Advantage
      • Productivity Improvement
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Cases: Home-Style Cookies
      • Hazel Revisited
      • “Your Garden Gloves”
      • Girlfriend Collective
      • Operations Tour: The U.S. Postal Service
    • Selected Bibliography and Further Readings
  • 3 Forecasting
    • Introduction
    • Features Common to All Forecasts
    • Elements of a Good Forecast
    • Forecasting and the Supply Chain
    • Steps in the Forecasting Process
    • Approaches to Forecasting
    • Qualitative Forecasts
    • Forecasts Based on Time-Series Data
    • Associative Forecasting Techniques
      • Reading: Lilacs
    • Forecast Accuracy
      • Reading: High Forecasts Can be Bad News
    • Monitoring Forecast Error
    • Choosing a Forecasting Technique
    • Using Forecast Information
    • Computer Software in Forecasting
    • Operations Strategy
      • Reading: Gazing at the Crystal Ball
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Cases: M&L Manufacturing
      • Highline Financial Services, Ltd.
    • Selected Bibliography and Further Readings
  • 4 Product and Service Design
    • Reading: Design as a Business Strategy
    • Introduction
      • Reading: Dutch Boy Brushes Up Its Paints
    • Idea Generation
      • Reading: Vlasic’s Big Pickle Slices
    • Legal and Ethical Considerations
    • Human Factors
    • Cultural Factors
      • Reading: Green Tea Ice Cream? Kale Soup?
    • Global Product and Service Design
    • Environmental Factors: Sustainability
      • Readings: Kraft Foods’ Recipe for Sustainability
      • China Clamps Down on Recyclables
      • Recycle City: Maria’s Market
    • Other Design Considerations
      • Readings: Lego A/S in the Pink
      • Fast-Food Chains Adopt Mass Customization
    • Phases in Product Design and Development
    • Designing for Production
    • Service Design
      • Reading: The Challenges of Managing Services
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Operations Tour: High Acres Landfill
    • Selected Bibliography and Further Readings
    • SUPPLEMENT TO CHAPTER 4: Reliability
  • 5 Strategic Capacity Planning for Products and Services
    • Introduction
      • Reading: Excess Capacity Can Be Bad News!
    • Capacity Decisions Are Strategic
    • Defining and Measuring Capacity
    • Determinants of Effective Capacity
    • Strategy Formulation
    • Forecasting Capacity Requirements
    • Additional Challenges of Planning Service Capacity
    • Do It In-House or Outsource It?
      • Reading: My Compliments to the Chef, Er, Buyer
    • Developing Capacity Strategies
    • Constraint Management
    • Evaluating Alternatives
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Outsourcing of Hospital Services
    • Selected Bibliography and Further Readings
    • SUPPLEMENT TO CHAPTER 5: Decision Theory
  • 6 Process Selection and Facility Layout
    • Introduction
    • Process Selection
      • Operations Tour: Morton Salt
    • Technology
      • Readings: Foxconn Shifts Its Focus to Automation
      • Zipline Drones Save Lives in Rwanda
      • Self-Driving Vehicles
    • Process Strategy
    • Strategic Resource Organization: Facilities Layout
      • Reading: A Safe Hospital Room of the Future
    • Designing Product Layouts: Line Balancing
      • Reading: BMW’s Strategy: Flexibility
    • Designing Process Layouts
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
    • Selected Bibliography and Further Readings
  • 7 Work Design and Measurement
    • Introduction
    • Job Design
    • Quality of Work Life
    • Methods Analysis
      • Reading: Taylor’s Techniques Help UPS
    • Motion Study
    • Work Measurement
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
    • Selected Bibliography and Further Readings
    • SUPPLEMENT TO CHAPTER 7: Learning Curves
  • 8 Location Planning and Analysis
    • The Need for Location Decisions
    • The Nature of Location Decisions
    • Global Locations
      • Reading: Coffee?
    • General Procedure for Making Location Decisions
    • Identifying a Country, Region, Community, and Site
    • Service and Retail Locations
    • Evaluating Location Alternatives
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Hello, Walmart?
    • Selected Bibliography and Further Readings
  • 9 Management of Quality
    • Introduction
    • The Evolution of Quality Management
    • The Foundations of Modern Quality Management: The Gurus
    • Insights on Quality Management
      • Readings: American Fast-Food Restaurants Are Having Success in China
      • Hyundai: Exceeding Expectations
    • Quality and Performance Excellence Awards
    • Quality Certification
    • Quality and the Supply Chain
    • Total Quality Management
    • Problem Solving and Process Improvement
    • Quality Tools
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problem
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Cases: Chick-n-Gravy Dinner Line
      • Tip Top Markets
    • Selected Bibliography and Further Readings
  • 10 Quality Control
    • Introduction
    • Inspection
      • Reading: Falsified Inspection Reports Create Major Risks and Job Losses
    • Statistical Process Control
    • Process Capability
      • Readings: RFID Chips Might Cut Drug Errors in Hospitals
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Cases: Toys, Inc.
      • Tiger Tools
    • Selected Bibliography and Further Readings
  • 11 Aggregate Planning and Master Scheduling
    • Introduction
      • Reading: Duplicate Orders Can Lead to Excess Capacity
    • Basic Strategies for Meeting Uneven Demand
    • Techniques for Aggregate Planning
    • Aggregate Planning in Services
    • Disaggregating the Aggregate Plan
    • Master Scheduling
    • The Master Scheduling Process
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Eight Glasses a Day (EGAD)
    • Selected Bibliography and Further Readings
  • 12 Inventory Management
    • Introduction
      • Reading: $$$
    • The Nature and Importance of Inventories
    • Requirements for Effective Inventory Management
      • Readings: Radio Frequency Identification (RFID) Tags
      • Catch Them Before They Steal! Reducing Inventory Loss With an Assist From AI
      • Drones Can Help With Inventory Management in Warehouses
    • Inventory Ordering Policies
    • How Much to Order: Economic Order Quantity Models
    • Reorder Point Ordering
    • How Much to Order: Fixed-Order-Interval Model
    • The Single-Period Model
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Cases: UPD Manufacturing
      • Grill Rite
      • Farmers Restaurant
      • Operations Tours: Bruegger’s Bagel Bakery
      • PSC, INC.
    • Selected Bibliography and Further Readings
  • 13 MRP and ERP
    • Introduction
    • An Overview of MRP
    • MRP Inputs
    • MRP Processing
    • MRP Outputs
    • Other Considerations
    • MRP in Services
    • Benefits and Requirements of MRP
    • MRP II
    • Capacity Requirements Planning
    • ERP
      • Readings: The ABCS of ERP
      • 11 Common ERP Mistakes and How to Avoid Them
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Cases: Promotional Novelties
      • DMD Enterprises
      • Operations Tour: Stickley Furniture
    • Selected Bibliography and Further Readings
  • 14 JIT and Lean Operations
    • Introduction
      • Reading: Toyota Recalls
    • Supporting Goals
    • Building Blocks
      • Reading: General Mills Studied NASCAR Pit Crew to Reduce Changeover Time
    • Lean Tools
      • Reading: Gemba Walks
    • Transitioning to a Lean System
    • Lean Services
    • JIT II
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Level Operations
      • Operations Tour: Boeing
    • Selected Bibliography and Further Readings
    • SUPPLEMENT TO CHAPTER 14: Maintenance
  • 15 Supply Chain Management
    • Introduction
    • Trends in Supply Chain Management
      • Readings: Walmart Focuses on Its Supply Chain
      • Supply Chain Transparency
      • At 3M, a Long Road Became a Shorter Road
    • Global Supply Chains
    • ERP and Supply Chain Management
    • Ethics and the Supply Chain
    • Small Businesses
    • Management Responsibilities
    • Procurement
    • E-Business
    • Supplier Management
    • Inventory Management
    • Order Fulfillment
    • Logistics
      • Operations Tour: Wegmans’ Shipping System
      • Readings: UPS Sets the Pace for Deliveries and Safe Driving
      • Springdale Farm
      • Active, Semi-Passive, and Passive RFID Tags
    • Creating an Effective Supply Chain
      • Readings: Clicks or Bricks, or Both?
      • Easy Returns
    • Strategy
    • Summary
    • Key Points
    • Key Terms
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Mastertag
    • Selected Bibliography and Further Readings
  • 16 Scheduling
    • Scheduling Operations
    • Scheduling in Low-Volume Systems
    • Scheduling Services
    • Operations Strategy
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Hi-Ho, Yo-Yo, Inc.
    • Selected Bibliography and Further Readings
  • 17 Project Management
    • Introduction
    • Project Life Cycle
    • Behavioral Aspects of Project Management
      • Reading: Artificial Intelligence Will Help Project Managers
    • Work Breakdown Structure
    • Planning and Scheduling with Gantt Charts
    • PERT and CPM
    • Deterministic Time Estimates
    • A Computing Algorithm
    • Probabilistic Time Estimates
    • Determining Path Probabilities
    • Simulation
    • Budget Control
    • Time–Cost Trade-Offs: Crashing
    • Advantages of Using Pert and Potential Sources of Error
    • Critical Chain Project Management
    • Other Topics in Project Management
    • Project Management Software
    • Operations Strategy
    • Risk Management
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Time, Please
    • Selected Bibliography and Further Readings
  • 18 Management of Waiting Lines
    • Why Is There Waiting?
      • Reading: New Yorkers Do Not Like Waiting in Line
    • Managerial Implications of Waiting Lines
    • Goal of Waiting-Line Management
    • Characteristics of Waiting Lines
    • Measures of Waiting-Line Performance
    • Queuing Models: Infinite-Source
    • Queuing Model: Finite-Source
    • Constraint Management
    • The Psychology of Waiting
      • Reading: David H. Maister on the Psychology of Waiting
    • Operations Strategy
      • Reading: Managing Waiting Lines at Disney World
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Taking Stock
    • Critical Thinking Exercises
    • Problems
      • Case: Big Bank
    • Selected Bibliography and Further Readings
  • 19 Linear Programming
    • Introduction
    • Linear Programming Models
    • Graphical Linear Programming
    • The Simplex Method
    • Computer Solutions
    • Sensitivity Analysis
    • Summary
    • Key Points
    • Key Terms
    • Solved Problems
    • Discussion and Review Questions
    • Problems
      • Cases: Son, Ltd.
      • Custom Cabinets, Inc.
    • Selected Bibliography and Further Readings
  • APPENDIX A Answers to Selected Problems
  • APPENDIX B Tables
  • APPENDIX C Working with the Normal Distribution
  • APPENDIX D Ten Things to Remember Beyond the Final Exam
  • Company Index
  • Subject Index

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