Chapter 1 Introduction to Operations Management 1 Essential Operations Management 2 Productivity/Sustainability/Responsibility Classifying Operations 8 Tangibility/Supply Chains/Governance/Uncertainty and Control Operations Managers 18 Decision-making/Operations Management within an Organization/Jobs and Job Titles in Operations/Professional Organizations and Certifications/About this Book Summary 24, Key Terms 24, Discussion Questions 24, Problems 25 Case Study: Convex Productions 27 Chapter 2 Providing Goods and Services 29 Business Strategy 30 Vision, Mission, and Values/Strategic Business Plans/Supporting Strategic Plans through Operations Operations Strategy 35 Core Competencies and Competitive Strategy/Process Selection/Product Life Cycle/ Productivity Summary 45, Key Terms 46, Discussion Questions 46, Problems 46 Case Study: Rothera Point Utilities 48 Chapter 3 Product Quality and Development 51 Multiple Dimensions of Product Quality 52 Quality as Conformance/Quality as Perception and Expectations/Quality as Improvement Total Quality Management 55 Distinguishing Features/Problem-solving Tools/Standards and Best Practices/Vulnerabilities Product Development 65 Designing for the Customer/Designing for Production Summary 76, Key Terms 76, Discussion Questions 77, Problems 77 Case Study: Summertime Contracting 80 Chapter 4 Forecasting 85 Forecasting Approaches 86 Qualitative Forecasting/Quantitative Forecasting/Selecting a Qualitative versus a Quantitative Approach Evaluating Forecasts 89 Accuracy/Responsiveness/Cost Associative Techniques 94 Regression Analysis/Calculating a Linear Regression Equation/Relevant Range and Nonlinear Relationships Time Series Techniques 101 Time Series Decomposition/Simple Time Series Techniques/Prediction versus Historical Analysis Summary 114, Key Terms 115, Discussion Questions 115, Problems 115 Case Study: Tiger Stripe Copy Center 121 Chapter 5 Capacity and Waiting 123 Capacity Planning 124 Measuring Capacity/Capacity Strategies The Formation of Waiting Lines 132 Customer Arrivals/The Queue/Capacity of the System Mathematical Models of Waiting 140 M/M/1 Model/Other Models Psychological Models of Waiting 143 Absolute versus Perceived Time/Factors Influencing Perceived Time Summary 146, Key Terms 146, Discussion Questions 146, Problems 147 Case Study: WMA Exit 53 Toll Plaza 152 Chapter 6 Process and Facility Selection 155 Process Strategies 156 Make-to-Stock/Make-to-Order/Assemble-to-Order Product Layouts 158 Advantages and Disadvantages/Designing a Product Layout/Creative Applications Process Layouts 170 Advantages and Disadvantages/Designing a Process Layout Other Types of Layouts 178 Hybrid Layouts/Fixed-Position Layouts Summary 180, Key Terms 181, Discussion Questions 181, Problems 181 Case Study: Myer Wine Racking and Cellar Company 186 Chapter 7 Project Management 189 The Essentials of a Project 190 Terminology/Methodologies Critical Path Management (CPM) 192 Network Analysis/Task Timing/Project Crashing Project Evaluation and Review Technique (PERT) 208 Probabilistic Task Times/Analyzing a Network/Estimating Risk Summary 217, Key Terms 217, Discussion Questions 217, Problems 218 Case Study: Dalvey Point Storm Water Upgrade Project 223 Chapter 8 Location Planning and Logistics 227 Forces Influencing Location 228 Input Factors/Output Factors/Indigenous Factors/Globalization Location Planning Techniques 230 Center of Gravity/Factor Rating/Cost versus Volume Analysis Supply Chain Logistics 242 Transporting Goods/Transporting Services/Transporting Information Forces Influencing Logistics 246 Economies of Scale/Speed and Accessibility/Supply Chain Linkages Summary 250, Key Terms 250, Discussion Questions 250, Problems 250 Case Study: Celvin FoodStuff 255 Chapter 9 Purchasing and Supply Chain Partnering 257 Supply Chain Basics 258 Strategic Supply Chain Partnering 259 Structuring the Supply Chain Function/Selecting Supply Chain Partners/Tools for Supply Chain Partnerships Operating a Supply Chain 267 Legal and Regulatory Considerations/Diversity and Ethics/Sustainability/Supply Chain Risks The Purchasing Process 272 Tender Evaluation Methods/Tactical Acquisitions Summary 275, Key Terms 275, Discussion Questions 276, Problems 276 Case Study: Champions’ Gate Sports Camp 279 Chapter 10 Inventory Management 283 The Nature of Inventory 284 Types of Inventory/Costs of Inventory/Inventory Policies/Inventory Dynamics Fixed Order Quantities 292 Economic Order Quantity/Economic Order Quantity with Price Breaks/Economic Production Quantity Reorder Points 303 Demand During Lead Time/Performance Measures/Determining Reorder Points/Deriving Distributions for Demand During Lead Time Summary 311, Key Terms 311, Discussion Questions 311, Problems 312 Case Study: Denton Pet Clinic 316 Chapter 11 Aggregate and Material Requirements Planning 319 Aggregate Planning Strategies 320 Aggregation/Essential Approaches Developing Aggregate Plans 327 Introducing Inventory Logic/Implementing Other Options/Selecting a Plan and Replanning Material Requirement Planning 337 Independent and Dependent Demand/Bill of Materials/Master Production Schedule Developing Material Requirements Plans 346 MRP as an Information System/Advantages and Disadvantages of MRP Summary 356, Key Terms 356, Discussion Questions 356, Problems 357 Case Study: Myer Wine Racking and Cellar Company, Revisited 362 Chapter 12 Lean Operations 365 Evolution of Inventory Systems 366 Reorder Point Systems/Material Requirements Planning/Lean Operations/JIT Mechanics of Lean Systems 367 Reducing Lot Sizes/Signaling Replenishment/Smoothing Production Philosophy of Lean Systems 376 Elimination of Waste/Visibility and Flexibility/Close Relationships with Suppliers/ Continuous Improvement Summary 381, Key Terms 381, Discussion Questions 381, Problems 382 Case Study: Rothera Point Power Plant 384 Chapter 13 Quality Control 387 The Nature of Variation 388 Natural Process Variation/Assignable Process Variation/Statistical Process Control Traditional Quality Control 395 Distinguishing Features/Vulnerabilities Designing Control Charts 398 Mean Charts with Known Variation/Mean Charts with Unknown Variation/Control Charts for Attributes Acceptance Sampling 409 Operating Characteristic Curves/Average Outgoing Quality Summary 412, Key Terms 413, Discussion Questions 413, Problems 413 Case Study: Exit 53 WMA Fast Lane Toll System, Revisited 417 Chapter 14 Scheduling and Real-Time Operations 419 Scheduling Environments 420 Long Planning Horizons/Medium Planning Horizons/Short Planning Horizons Single Work Center Scheduling 422 Evaluating Sequences/Priority Rules/Personal Time Management Multiple Work Center Scheduling 429 Johnson’s Rule/Gantt Charts/Critical Ratio/General Approaches/Bottleneck Scheduling Real-Time Operations 441 Uncertainty and Criticality/Successful Practices Summary 445, Key Terms 445, Discussion Questions 445, Problems 446 Case Study: Tiger Stripe Copy Center, Revisited 449 Chapter 15 Incident and Disruption Management 451 Understanding Disruption 452 Traditional Decision Theory/Types of Risk/Types of Disruption/Vulnerabilities of Modern Operations Planning for Disruption 464 Business Continuity Planning/Reliability and Redundancy/Strategic Risks in Tactical Decisions Operating Despite Disruption 474 Temporary Organization/Performance/Disaster Logistics Summary 482, Key Terms 483, Discussion Questions 483, Problems 483 Case Study: Convex Productions, Revisited 485 Appendix A Answers 489 Appendix B z-Values from Infinity to z 494 Appendix C z-Values from Zero to z 495 Index 496