This text gives a thorough introduction to the concepts, processes and methods of managing and controlling operations in manufacturing or service settings. It provides comprehensive coverage, from high-tech manufacturing to high touch services, with a balanced treatment. The book also thoroughly integrates and discusses issues such as globalization, supply chain strategy, e-business and ERP. The concepts are illustrated by using real world examples, articles, problems and cases. Technology is integral to the success of this course so the text also provides students and instructors with a range of technology learning and teaching tools.

SECTION ONE: OPERATIONS STRATEGY AND MANAGING CHANGE 1. Introduction to the Field 2. Operations Strategy and Competitiveness Technical note 2 Learning Curves 3. Project Management SECTION TWO: PRODUCT DESIGN AND PROCESS SELECTION 4. Process Analysis Technical note 4 Job Design and Work Measurement 5. Product Design and Process Selection—Manufacturing Technical note 5 Facility Layout 6. Product Design and Process Selection—Services Technical note 6 Waiting Line Management 7. Total Quality Management: Focus on Six Sigma Technical note 7 Process Capability and Statistical Quality Control 8. Operations Consulting and Reengineering SECTION THREE: SUPPLY CHAIN DESIGN (Managerial Briefing Electronic Commerce and E-Ops©) 9. Supply Chain Strategy 10. Strategic Capacity Management Technical note 10 Facility Location 11. Just-in-Time and Lean Systems SECTION FOUR: PLANNING AND CONTROLLING THE SUPPLY CHAIN (Managerial Briefing Enterprise Resource Planning Systems) 12. Forecasting 13. Aggregate Sales and Operations Planning 14. Inventory Control 15. Material Requirements Planning 16. Operations Scheduling Technical note 16 Simulation 17. Synchronous Manufacturing and Theory of Constraints SUPPLEMENTS A. Linear Programming with the Excel Solver B. Financial Analysis C. Operations Technology APPENDICES A. Answers to Selected Problems B. Uniformly Distributed Random Digits C. Normally Distributed Random Digits D. Areas of the Standard Normal Distribution E. Areas of the Cumulative Standard Normal Distribution F. Negative Exponential Distribution: Value of e-x G. Interest Tables