OM / David A. Collier and James R. Evans

Cover title.

"OM 2008 edition." -- p. [ii]

Forty unnumbered pages at end are removable review cards.

Includes bibliographical references (p. 357-362) and index.

Goods, Services, and Operations Management
2 (16)
Operations Management
3 (1)
OM in the Workplace
4 (2)
Understanding Goods and Services
6 (2)
Customer Benefit Packages
8 (3)
Processes
11 (1)
OM: A History of Change and Challenge
12 (2)
A Focus on Efficiency
12 (1)
The Quality Revolution
12 (1)
Customization and Design
13 (1)
Time-Based Competition
14 (1)
The Service Revolution
14 (1)
Current Challenges in OM
14 (4)
Value Chains
18 (20)
The Concept of Value
20 (1)
Value Chain Perspectives
21 (4)
An Example of a Value Chain: Buhrke Industries, Inc
23 (2)
Supply Chains
25 (1)
Value Chain Decisions
26 (3)
Outsourcing and Vertical Integration
26 (1)
The Economics of Outsourcing
27 (1)
Value and Supply Chain Integration
28 (1)
Offshoring
29 (3)
Value Chains in a Global Business Environment
32 (6)
A Global Value Chain: Rocky Shoes & Boots Company
32 (1)
Issues in Global Value Chain Decisions
33 (1)
Value Chains and Local Culture
34 (4)
Measuring Performance in Operations
38 (20)
Performance Measurement
39 (6)
Financial Measures
40 (1)
Customer and Market Measures
41 (1)
Safety
42 (1)
Quality
42 (1)
Time
43 (1)
Flexibility
44 (1)
Innovation and Learning
44 (1)
Productivity
45 (1)
Linking Internal and External Measures
46 (1)
The Value of a Loyal Customer
46 (1)
Designing Measurement Systems in Operations
47 (1)
Models of Organizational Performance
48 (10)
Malcolm Baldrige National Quality Award Framework
48 (2)
The Balanced Scorecard
50 (1)
The Value Chain Model
51 (1)
The Service-Profit Chain
52 (6)
Operations Strategy
58 (18)
Gaining Competitive Advantage
59 (1)
Understanding Customer Requirements
60 (2)
Evaluating Goods and Services
62 (1)
Competitive Priorities
63 (4)
Cost
64 (1)
Quality
64 (2)
Time
66 (1)
Flexibility
66 (1)
Innovation
66 (1)
OM and Strategic Planning
67 (9)
Operations Strategy at McDonald's
70 (6)
Technology and Operations Management
76 (16)
Understanding Technology in Operations
78 (2)
Manufacturing Technology
78 (1)
Service Technology
79 (1)
Technology in Value Chains
80 (2)
Integrated Operating Systems
82 (3)
Computer-Integrated Manufacturing Systems (CIMS)
82 (1)
Enterprise Resource Planning (ERP) Systems
83 (1)
Customer Relationship Management (CRM) Systems
84 (1)
Revenue Management Systems (RMS)
84 (1)
Benefits and Challenges of Technology
85 (2)
Technology Development and Adoption
87 (5)
Goods and Service Design
92 (20)
Desigining Goods and Services
93 (3)
Robust Design and the Taguchi Loss Function
96 (2)
Reliability
98 (1)
Quality Function Deployment
99 (2)
Product and Process Design in Manufacturing
101 (2)
Quality Engineering
102 (1)
Product and Process Simplification
102 (1)
Design for Environmental Quality
103 (1)
Service Delivery System Design
103 (2)
Facility Location and Layout
104 (1)
Servicescape
104 (1)
Service Process and Job Design
104 (1)
Technology and Information Support Systems
105 (1)
Organizational Structure
105 (1)
Service Encounter Design
105 (2)
Customer Contact Behavior and Skills
106 (1)
Service-Provider Selection, Development, and Empowerment
106 (1)
Recognition and Reward
107 (1)
Service Recovery and Guarantees
107 (1)
An Integrative Case Study of LensCrafters
107 (5)
Process Selection, Design, and Analysis
112 (20)
Process Choice Decisions
114 (1)
The Product-Process Matrix
115 (2)
The Service-Positioning Matrix
117 (3)
Process Design
120 (4)
Process and Value Stream Mapping
121 (3)
Process Analysis and Improvement
124 (2)
Process Design and Resource Utilization
126 (6)
Little's Law
128 (4)
Facility and Work Design
132 (20)
Facility Layout
134 (4)
Product Layout
134 (1)
Process Layout
135 (1)
Cellular Layout
135 (1)
Fixed-Position Layout
136 (1)
Facility Layout in Service Organizations
137 (1)
Designing Product Layouts
138 (5)
Assembly Line Balancing
139 (2)
Line Balancing Approaches
141 (2)
Designing Process Layouts
143 (1)
Workplace Design
144 (2)
The Human Side of Work
146 (6)
Supply Chain Design
152 (18)
Understanding Supply Chains
154 (4)
The Value and Supply Chain at Dell, Inc
156 (2)
Designing the Supply Chain
158 (5)
Efficient and Responsive Supply Chains
158 (1)
Push and Pull Systems
158 (3)
Supply Chain Design for Multisite Services
161 (1)
Supply Chain Metrics
161 (1)
The Bullwhip Effect
161 (2)
Location Decisions in Supply Chains
163 (3)
Critical Factors in Location Decisions
164 (1)
Location Decision Process
164 (1)
The Center of Gravity Method
165 (1)
Other Issues in Supply Chain Management
166 (4)
Capacity Management
170 (16)
Understanding Capacity
172 (2)
Economies and Diseconomies of Scale
172 (2)
Capacity Measurement
174 (3)
Safety Capacity
174 (1)
Capacity Measurement in Job Shops
174 (1)
Using Capacity Measures for Operations Planning
175 (2)
Long-Term Capacity Strategies
177 (3)
Capacity Expansion
178 (2)
Short-Term Capacity Management
180 (1)
Managing Capacity by Adjusting Short-Term Capacity Levels
180 (1)
Managing Capacity by Shifting and Stimulating Demand
180 (1)
Theory of Constraints
181 (5)
Forecasting and Demand Planning
186 (22)
Forecasting and Demand Planning
188 (1)
Basic Concepts in Forecasting
189 (5)
Forecast Planning Horizon
189 (1)
Data Patterns in Time Series
190 (2)
Forecast Errors and Accuracy
192 (2)
Statistical Forecasting Models
194 (5)
Single Moving Average
194 (2)
Single Exponential Smoothing
196 (3)
Regression as a Forecasting Approach
199 (4)
Excel's Add Trendline Option
200 (1)
Causal Forecasting Models with Multiple Regression
201 (2)
Judgmental Forecating
203 (1)
Forecasting in Practice
204 (4)
Managing Inventories
208 (20)
Understanding Inventory
210 (3)
Key Definitions and Concepts
210 (2)
Inventory Management Decisions and Costs
212 (1)
Inventory Characteristics
213 (2)
ABC Inventory Analysis
215 (1)
Fixed Quantity Systems
215 (4)
The EOQ Model
219 (3)
Fixed Period Systems
222 (2)
Single-Period Inventory Model
224 (4)
Resource Management
228 (24)
Resource Planning Framework for Goods and Services
230 (3)
Aggregate Planning Options
233 (1)
Strategies for Aggregate Planning
234 (2)
Disaggregation in Manufacturing
236 (9)
Master Production Scheduling
237 (1)
Materials Requirements Planning
238 (2)
Time Phasing and Lot Sizing in MRP
240 (5)
Capacity Requirements Planning
245 (7)
Operations Scheduling and Sequencing
252 (18)
Understanding Scheduling and Sequencing
254 (1)
Scheduling Applications and Approaches
255 (4)
Staff Scheduling
255 (2)
Appointment Systems
257 (2)
Sequencing
259 (1)
Sequencing Performance Criteria
259 (1)
Sequencing Rules
260 (1)
Applications of Sequencing Rules
260 (6)
Single-Resource Sequencing Problem
260 (2)
Two-Resource Sequencing Problem
262 (4)
Schedule Monitoring and Control
266 (4)
Quality Management
270 (18)
Understanding Quality
272 (2)
Influential Leaders in Modern Quality Management
274 (2)
W. Edwards Deming
274 (1)
Joseph Juran
274 (1)
Philip B. Crosby
275 (1)
The GAP Model
276 (1)
ISO 9000:2000
276 (2)
Six Sigma
278 (3)
Implementing Six Sigma
279 (2)
Cost of Quality Measurement
281 (1)
The ``Seven QC Tools''
282 (3)
Other Quality Improvement Strategies
285 (3)
Kaizen
285 (1)
Poka-Yoke (Mistake-Proofing)
286 (2)
Quality Control and SPC
288 (20)
Quality Control Systems
290 (3)
Quality Control Practices in Manufacturing
290 (1)
Quality Control Practices in Services
291 (2)
Statistical Process Control and Variation
293 (1)
Constructing Control Charts
294 (5)
Constructing X-and R-Charts
294 (1)
Interpreting Patterns in Control Charts
295 (2)
Constructing p-Charts
297 (1)
Constructing c-Charts
298 (1)
Practical Issues in SPC Implementation
299 (3)
Controlling Six Sigma Processes
300 (2)
Process Capability
302 (6)
Process Capability Index
302 (6)
Lean Operating Systems
308 (16)
Principle of Lean Operating Systems
310 (1)
Lean Tools and Approaches
311 (3)
The 5Ss
311 (1)
Visual Controls
312 (1)
Single Minute Exchange of Dies (SMED)
312 (1)
Small Batch and Single-Piece Flow
312 (1)
Quality and Continuous Improvement
313 (1)
Total Productive Maintenance
313 (1)
Manufactured Good Recovery
313 (1)
Lean Manufacturing and Service Tours
314 (3)
Timken Company
314 (2)
Southwest Airlines
316 (1)
Just-in-Time Systems
317 (7)
Operation of a JIT System
318 (2)
JIT in Service Organizations
320 (4)
Project Management
324 (27)
The Scope of Project Management
327 (2)
Roles of the Project Manager and Team Members
327 (1)
Organizational Structure
327 (1)
Factors for Successful Projects
328 (1)
Techniques for Planning, Scheduling, and Controlling Projects
329 (6)
Project Definition
329 (1)
Resource Planning
330 (1)
Project Scheduling with the Critical Path Method
330 (3)
Project Control
333 (2)
Time/Cost Trade-Offs
335 (3)
Uncertainty in Project Management
338 (13)
Appendix A: Areas for the Standard Normal Distribution 351 (2)
Appendix B: Factors for Control Charts 353 (4)
Endnotes 357 (8)
Index 365

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