CHASE-AQUILANO

OPERATIONS MANAGEMENT-AN INTEGRATED APROACH-DAN REIDS E DANA SANDERS

The Role of Operations Strategy 30

The Importance of Operations Strategy 30
Developing a Business Strategy 31
Mission 31
Environmental Scanning 32
Core Competencies 34
Putting It Together 35
Links to Practice: Dell Computer Corporation 35
Developing an Operations Strategy 36
Competitive Priorities 36
Links to Practice: Southwest Airlines Company 37
Links to Practice: FedEx Corporation 39
The Need for Trade-Offs 39
Order Winners and Qualifiers 40
Translating Competitive Priorities into
Production Requirements 41
Strategic Role of Technology 42
Types of Technologies 42
Technology as a Tool for Competitive Advantage 43
Productivity 43
Measuring Productivity 43
Interpreting Productivity Measures 45
Productivity and Competitiveness 46
Productivity and the Service Sector 47
OPERATIONS STRATEGY WITHIN OM: HOW IT ALL
FITS TOGETHER 47
OPERATIONS STRATEGY ACROSS THE ORGANIZATION 48
THE SUPPLY CHAIN LINK 48
Chapter Highlights 49
Key Terms 49
Formula Review 49
Solved Problems 49

Contents
CHAPTER 1 INTRODUCTION
TO OPERATIONS MANAGEMENT 1
What Is Operations Management? 2
Links to Practice: The E-tailers 4
Differences between Manufacturing
and Service Organizations 5
Links to Practice: U.S. Postal Service 6
Operations Management Decisions 7
Links to Practice: Texas Instruments Incorporated 9
Plan of This Book 10
Historical Development 11
Why OM? 11
Historical Milestones 11
The Industrial Revolution 12
Scientific Management 13
The Human Relations Movement 14
Management Science 14
The Computer Age 15
Just-in-Time 15
Total Quality Management 15
Business Process Reengineering 16
Flexibility 16
Time-Based Competition 16
Supply Chain Management 16
Links to Practice: John Wood, Inc. 17
Global Marketplace 18
Sustainability and Green Operations 18
Electronic Commerce 19
Outsourcing and Flattening of the World 19
Today’s OM Environment 20
Operations Management in Practice 21
WITHIN OM: HOW IT ALL FITS TOGETHER 21
OM ACROSS THE ORGANIZATION 22
THE SUPPLY CHAIN LINK 24
Chapter Highlights 24
Key Terms 24
Discussion Questions 25
CASE: HIGHTONE ELECTRONICS, INC. 25
CASE: CREATURE CARE ANIMAL CLINIC (A) 26
xix
CHAPTER 2 OPERATIONS STRATEGY
AND COMPETITIVENESS 28
INTERACTIVE CASE: VIRTUAL COMPANY 26
INTERNET CHALLENGE 27
ON-LINE RESOURCES 27
Selected Bibliography 27

Nigel Slack

Brief contents
Guide to ‘operations in practice’,
examples, short cases and
case studies xi
Making the most of this book
and MyOMLab xiv
Preface xviii
To the Instructor xx
To the Student xxi
Ten steps to getting a better grade in
operations management xxii
About the authors xxiii
Acknowledgements xxiv
Part One
INTRODUCTION 1
1 Operations management 2
2 Operations performance 32
3 Operations strategy 60
Part Two
DESIGN 85
4 Process design 86
5 The design of products and services 112
6 Supply network design 138
Supplement to Chapter 6 – Forecasting 168
7 Layout and flow 177
8 Process technology 206
9 People, jobs and organization 233
Supplement to Chapter 9 – Work study 259
Part Three
PLANNING AND CONTROL 267
10 The nature of planning and control 268
11 Capacity planning and control 297
Supplement to Chapter 11 – Analytical
queuing models 333
12 Inventory planning and control 340
13 Supply chain planning and control 373
14 Enterprise resource planning (ERP) 406
Supplement to Chapter 14 – Materials
requirements planning (MRP) 422
15 Lean synchronization 429
16 Project planning and control 457
17 Quality management 495
Supplement to Chapter 17 – Statistical
process control (SPC) 520
Part Four
IMPROVEMENT 539
18 Operations improvement 540
19 Risk management 571
20 Organizing for improvement 601
Part Five
CORPORATE SOCIAL
RESPONSIBILITY 631
21 Operations and corporate social
responsibility (CSR) 632
Notes on chapters 652
Glossary 658
Index 670

Chapter 1 Information Systems in Business

Chapter 2 Strategic Decision Making
Chapter 3 E-Business
Chapter 4 Ethics and Information Security
Chapter 5 IT Architectures
Chapter 6 Databases and Data Warehouses
Chapter 7 Networks, Telecommunications, and Wireless Computing
Chapter 8 Supply Chain Management
Chapter 9 Customer Relationship Management
Chapter 10 Enterprise Resource Planning and Collaboration Systems
Chapter 11

CHASE OPERATIONS MANAGEMENT E SUPPLY CHAIN

Twenty-First-Century Operations and

Supply Management 2
1 OPERATIONS AND SUPPLY STRATEGY 4
How IKEA Designs Its Sexy Prices 5
Operations and Supply Management:
A Critical Responsibility of Every
Manager 6
Case: Progressive Insurance 7
Efficiency, Effectiveness, and Value 8
What Is Operations and Supply
Management? 9
What Is Operations and Supply
Strategy? 10
Competitive Dimensions 11
The Notion of Trade-Offs 13
Order Winners and Order Qualifiers:
The Marketing–Operations Link 14
Strategic Fit: Fitting Operational
Activities to Strategy 14
A Framework for Operations and Supply
Strategy 16
How Does Wall Street Evaluate
Operations Performance? 17
Summary 18 Key Terms 18 Review and
Discussion Questions 19 Internet Exercise:
Harley-Davidson Motorcycles 19
Selec
ANIL KUMAR

1 INTRODUCTION TO PRODUCTION AND OPERATION MANAGEMENT 1–21

1.1 Introduction 1
1.2 Historical Evolution of Production and Operations Management 1
1.3 Concept of Production 3
1.4 Production System 3
1.4.1 Classification of Production System 4
1.5 Production Management 7
1.5.1 Objectives of Production Management 7
1.6 Operating System 8
1.6.1 Concept of Operations 8
1.6.2 Distinction between Manufacturing Operations and Service Operations 8
1.7 Operations Management 9
1.7.1 A Framework for Managing Operations 9
1.7.2 Objectives of Operations Management 11
1.8 Managing Global Operations 12
1.9 Scope of Production and Operations Management 13
Exercises 17
Skill Development 18
Caselet 18