Operations Management
John Wiley & Sons Inc (Verlag)
978-1-119-58872-6 (ISBN)
Preface ix
Part One Operations Management
1 Introduction to Operations and Supply Chain Management 1
Tim Hortons: Every Cup Tells a Story 1
Introduction 2
1.1 The Operations Function 2
Along the Supply Chain 1.1: What Do Operations and Supply Chain Managers Do? 3
1.2 The Evolution of Operations and Supply Chain Management 6
1.3 Globalization 9
Along the Supply Chain 1.2: Creating Shared Value at Nestlé 10
1.4 Productivity and Competitiveness 14
1.5 Strategy and Operations 16
Along the Supply Chain 1.3: Whole Foods Market’s Unique Strategy 20
Along the Supply Chain 1.4: New Players Disrupt with Innovation 21
Along the Supply Chain 1.5: Feeding Canada 26
Summary of Learning Objectives / Summary of Key Terms / Questions / Problems
Case Problem 1.1 Visualize This 30
Case Problem 1.2 Whither an MBA at Brandon? 31
Case Problem 1.3 Weighing Options at the Weight Club 31
References 31
S1 Operational Decision-Making Tools: Decision Analysis 33
Introduction 33
S1.1 Decision Analysis with and without Probabilities 34
Summary of Learning Objective / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Problems
Case Problem S1.1 Whither an MBA at Brandon? 50
Case Problem S1.2 Transformer Replacement at Mountain Side Electric Company 51
Case Problem S1.3 Evaluating Projects at Nexcom Systems 51
References 52
2 Quality Management 53
The Coffee Customer is Always Right 53
Introduction 54
2.1 What is Quality? 54
2.2 Quality Management System 58
Along the Supply Chain 2.1: Applying Deming’s Principles in Award-Winning Hospitals 60
2.3 Quality Tools 64
2.4 The Role of Employees in Quality Improvement 69
Along the Supply Chain 2.2: Customer Focus and Employee Empowerment at Maple Leaf Foods 71
Along the Supply Chain 2.3: Customer Satisfaction at Ritz-Carlton Hotels 73
2.5 Six Sigma 74
Along the Supply Chain 2.4: Motorola’s Six Sigma Quality 74
2.6 The Cost of Quality 80
2.7 The Effect of Quality Management on Productivity 85
Along the Supply Chain 2.5: ISO Certifications for Sustainability and Social Responsibility 92
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 2.1 Designing a Quality-Management Program for the Internet at D4Q 100
Case Problem 2.2 Quality Management at Local University 101
Case Problem 2.3 Quality Problems at the Tech Bookstores 101
Case Problem 2.4 Product Yield at Continental Luggage Company 102
References 103
3 Statistical Process Control 104
Quality Control in Athletic Shoe Manufacturing 104
Introduction 105
3.1 The Basics of Statistical Process Control 105
Along the Supply Chain 3.1: Using Sampling and Statistics to Analyze MillerCoors’ Distribution Network Performance 106
Along the Supply Chain 3.2: Using Control Charts for Improving Health-Care Quality 108
3.2 Control Charts 109
3.3 Control Charts for Attributes 111
3.4 Control Charts for Variables 116
3.5 Control Chart Patterns 122
3.6 Process Capability 125
Along the Supply Chain 3.3: Determining Quality Process Parameters for Starbucks Coffee Bags 127
Along the Supply Chain 3.4: Design Tolerances at Harley-Davidson Company 128
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 3.1 Quality Control at Rainwater Brewery 144
Case Problem 3.2 Quality Control at Green Grass 145
Case Problem 3.3 Improving Service Time at Dave’s Burgers 145
References 146
S3 Operational Decision-Making Tools: Acceptance Sampling 147
Introduction 147
S3.1 Single-Sample Attribute Plan 147
S3.2 The Operating Characteristic Curve 149
S3.3 Average Outgoing Quality 150
S3.4 Double- and Multiple-Sampling Plans 151
Summary of Learning Objectives / Summary of Key Terms / Solved Problem / Questions / Problems
4 Product Design 155
Brewing Up New Products 155
Introduction 156
4.1 The Design Process 156
Along the Supply Chain 4.1: Pixar’s Creativity 159
Along the Supply Chain 4.2: Apple’s Design Process 161
4.2 Technology in Design 166
4.3 Design Quality Reviews 168
Along the Supply Chain 4.3: Jugaad, Design for the Times 169
4.4 Design for the Environment 170
Along the Supply Chain 4.4: Consider Nike’s Flyknit Design 171
Along the Supply Chain 4.5: Creating Fairphones 173
4.5 Quality Function Deployment 174
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 4.1 Greening Product Design 186
Case Problem 4.2 Lean and Mean 187
References 188
5 Service Design 189
Driving Better Customer Service 189
Introduction 190
5.1 The Service Economy 190
5.2 Characteristics of Services 190
5.3 The Service Design Process 193
Along the Supply Chain 5.1: Uber and the Sharing Economy 194
Along the Supply Chain 5.2: Warby Parker Game Changer 195
5.4 Tools for Service Design 198
5.5 Waiting Line Analysis for Service Improvement 200
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 5.1 Streamlining the Refinancing Process 224
Case Problem 5.2 Herding the Patient 225
Case Problem 5.3 The Faculty of Business Copy Centre 225
Case Problem 5.4 Northwoods Backpackers 225
References 226
6 Processes and Technology 227
The Process of Making Maple Syrup 227
Introduction 228
6.1 Process Planning 228
6.2 Process Analysis 238
6.3 Process Innovation 241
6.4 Technology Decisions 244
Along the Supply Chain 6.1: 3D Printing and Other Advances in Additive Manufacturing 245
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problem / Questions / Problems
Case Problem 6.1 A Manager’s Woes 255
Case Problem 6.2 Wrong Meds, Again! 255
Case Problem 6.3 The “Double Sale” 256
References 257
7 Capacity and Facilities Design 258
Mark’s is “Well Worn” and Well Laid Out 258
Introduction 259
7.1 Capacity Planning 259
Along the Supply Chain 7.1: Tesla’s Gigafactories Produce Energy as Well as Batteries and Solar Panels 261
7.2 Facilities 262
Along the Supply Chain 7.2: Is There Really a Starbucks at Every Corner? 263
7.3 Basic Layouts 263
7.4 Designing Process Layouts 267
Along the Supply Chain 7.3: The Health Benefits of Good Layout 268
7.5 Designing Service Layouts 273
Along the Supply Chain 7.4: Inviting Retail Layouts 274
7.6 Designing Product Layouts 275
7.7 Hybrid Layouts 279
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 7.1 Workout Plus 294
Case Problem 7.2 Photo Op—Please Line Up 295
Case Problem 7.3 The Grab ’n Go Café 295
References 297
S7 Operational Decision-Making Tools: Facility Location Models 298
Introduction 298
S7.1 Types of Facilities 298
S7.2 Site Selection: Where to Locate 299
S7.3 Site Selection: Factors to Consider 300
S7.4 Location Analysis Techniques 303
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problem / Questions / Problems
Case Problem S7.1 Selecting a European Distribution Centre Site for AIAI 315
References 316
8 Human Resources 317
A Commitment to Worker Sustainability in the Athletic Shoe Industry 317
Introduction 318
8.1 Human Resources and Quality Management 319
8.2 The Changing Nature of Human Resources Management 320
8.3 Contemporary Trends in Human Resources Management 322
Along the Supply Chain 8.1: Human Resources Management: Helping Women Break the “Glass Ceiling”; Rotman School of Management with TD Bank Group 323
Along the Supply Chain 8.2: Creating Sustainable Workplaces 326
8.4 Employee Compensation 328
8.5 Managing Diversity in the Workplace 329
Along the Supply Chain 8.3: English and French in the Workplace 329
Along the Supply Chain 8.4: ERIEC: A Commitment to Diversity 330
8.6 Job Design 331
8.7 Job Analysis 334
8.8 Learning Curves 338
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formula / Solved Problem / Questions / Problems
Case Problem 8.1 Star Renovation 345
Case Problem 8.2 HQ Recruitment Services 345
References 346
S8 Operational Decision-Making Tools: Work Measurement 347
Introduction 347
S8.1 Time Studies 347
S8.2 Work Sampling 354
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem S8.1 Alan’s Autos 363
Case Problem S8.2 Blue Bird Bistro 364
References 364
9 Project Management 365
Mega Projects Equal Mega Risk 365
Introduction 366
9.1 Project Planning 366
Along the Supply Chain 9.1: Sustainable Wind Farm Projects 372
9.2 Global Cultural and Diversity Issues in Project Management 373
Along the Supply Chain 9.2: Cross-Cultural Project Teams 375
9.3 Project Scheduling 375
9.4 Project Control 377
Along the Supply Chain 9.3: Transoceanic Cable-Laying Projects 378
9.5 CPM/PERT 380
9.6 Probabilistic Activity Times 388
9.7 CPM/PERT Analysis with Excel 392
9.8 Project Crashing and Time–Cost Trade-off 395
9.9 Project Management with Smartsheet 400
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problem / Questions / Problems
Case Problem 9.1 The Bloodless Coup Concert 417
Case Problem 9.2 Retirement Home Renovation 418
References 419
Part Two Supply Chain Management
10 Supply Chain Management: Strategy and Design 420
Delivering the Goods to Tim Hortons Lovers 420
Introduction 421
10.1 Supply Chains 421
Along the Supply Chain 10.1: The Digital Supply Chain at Apple and Amazon 425
10.2 The Management of Supply Chains 426
10.3 Supply Chain Sustainability 429
Along the Supply Chain 10.2: Green Supply Chain at Ontario Power Generation 430
Along the Supply Chain 10.3: Walmart’s Commitment to Sustainability 431
Along the Supply Chain 10.4: Reducing Costs with Sustainability at UPS 432
10.4 Information Technology: A Supply Chain Enabler 432
Along the Supply Chain 10.5: Blockchain Strategies at IBM, Maersk, Walmart, UPS, and Nestlé 437
10.5 Supply Chain Integration 438
Along the Supply Chain 10.6: Supply Chain Integration in the Health Care System of Ontario 439
10.6 Measuring Supply Chain Performance 441
Along the Supply Chain 10.7: Amazon, a Supply Chain “Master” 442
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problem / Questions / Problems
Case Problem 10.1 Somerset Furniture Company’s Global Supply Chain 450
Case Problem 10.2 Saboo Inc.’s Sustainable Supply Chain 451
References 452
11 Global Supply Chain Procurement and Distribution 453
A Fresh Approach to the Supply Chain 453
Introduction 454
11.1 Procurement 454
Along the Supply Chain 11.1: World-Class Supply Chain Management at Inditex Group 457
11.2 E-Procurement 457
11.3 Distribution 459
Along the Supply Chain 11.2: Innovative Distribution Solution for Pharmaceuticals Industry 461
11.4 Transportation 464
Along the Supply Chain 11.3: Mammoth Global Supply Chain Company, Maersk 466
11.5 The Global Supply Chain 467
Along the Supply Chain 11.4: Global Supply Chain Management at Li & Fung 468
Along the Supply Chain 11.5: Sustainability Initiatives at Lego 471
Along the Supply Chain 11.6: North American Nearshoring in Central and South America 474
Along the Supply Chain 11.7: From Offshoring to Reshoring Production 476
Summary of Learning Objectives / Summary of Key Terms / Questions
Case Problem 11.1 Somerset Furniture Company’s Global Supply Chain—Continued 479
Case Problem 11.2 DMI Chemicals Inc. 479
S11 Operational Decision-Making Tools: Transportation and Trans-shipment Models 480
Introduction 480
S11.1 The Transportation Model 480
S11.2 The Trans-shipment Model 486
Summary of Learning Objectives / Summary of Key Terms / Solved Problem / Problems
Case Problem S11.1 Canaline Shipping and Transport Company 500
Case Problem S11.2 Global Supply Chain Management at Cantrex Apparel International 500
References 502
12 Forecasting 503
Looking into the Future with Forecasting 503
Introduction 504
12.1 The Strategic Role of Forecasting in Supply Chain Management 504
Along the Supply Chain 12.1: Forecasting Denim Jeans Trends 507
12.2 Components of Forecasting Demand 507
Along the Supply Chain 12.2: Global Supply Chain Forecasting at Hershey’s 508
Along the Supply Chain 12.3: Forecasting the Global Smart Phone Market 511
12.3 Time Series Methods 513
Along the Supply Chain 12.4: Forecasting Empty Shipping Containers 524
12.4 Forecast Accuracy 529
Along the Supply Chain 12.5: Forecasting Market Demand at Saputo 529
12.5 Regression Methods 535
12.6 Data Mining 543
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 12.1 Forecasting the Demand for Medical Cannabis 561
Case Problem 12.2 Cascades Swim Club 562
Case Problem 12.3 Forecasting Passenger Arrivals at the Gotham International Airport 562
References 563
13 Inventory Management 564
Inventory Management at Nike 564
Introduction 565
13.1 The Role of Inventory in Supply Chain Management 566
13.2 The Elements of Inventory Management 568
13.3 Inventory Control Systems 570
13.4 Economic Order Quantity Models 574
Along the Supply Chain 13.1: Multi-Echelon Inventory Optimization at Procter & Gamble 575
13.5 Quantity Discounts 581
13.6 Reorder Point 587
Along the Supply Chain 13.2: World Class Inventory Management at Apple 589
13.7 Order Quantity for a Periodic Inventory System 591
Along the Supply Chain 13.3: Vendor-Managed Inventory (VMI) at Dell 592
13.8 Order Quantity for the Single-Period Inventory Model 594
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 13.1 The Instant Paper Clip Office Supply Company 606
Case Problem 13.2 The Calgary Stampeders Apparel Store 606
Case Problem 13.3 Cambridge Foods Company 607
References 607
S13 Operational Decision-Making Tools: Simulation 608
Introduction 608
S13.1 Monte Carlo Simulation 608
S13.2 Areas of Simulation Application 617
Summary of Learning Objectives / Summary of Key Terms / Solved Problem / Questions / Problems / References
14 Sales and Operations Planning 626
Planning for Success 626
Introduction 627
14.1 The Sales and Operations Planning Process 627
Along the Supply Chain 14.1: Disney’s Magic Numbers 629
14.2 Strategies for Adjusting Capacity 630
14.3 Strategies for Managing Demand 633
14.4 Quantitative Techniques for Aggregate Planning 634
Along the Supply Chain 14.2: Chevron’s Best Mix 637
14.5 The Hierarchical Nature of Planning 648
Along the Supply Chain 14.3: How LEGO Rebuilt Its Supply Chain and Found S&OP 649
14.6 Aggregate Planning for Services 652
Along the Supply Chain 14.4: Revenue Management at Caesars Windsor Hotel and Casino 653
Summary of Learning Objectives / Summary of Key Terms / Solved Problems / Questions / Problems
Case Problem 14.1 Seats for Sale 666
Case Problem 14.2 Erin’s Energy Plan 666
References 667
S14 Operational Decision-Making Tools: Linear Programming 668
Introduction 668
S14.1 Model Formulation 669
S14.2 Graphical Solution Method 671
S14.3 Linear Programming Model Solution 675
S14.4 Solving Linear Programming Problems with Excel 677
S14.5 Sensitivity Analysis 679
Summary of Learning Objectives / Summary of Key Terms / Solved Problem / Questions / Problems
Case Problem S14.1 Mosaic Tile Company 698
Case Problem S14.2 The Sea Village Amusement Park 698
Case Problem S14.3 Spring Garden Tools 699
Case Problem S14.4 Walsh’s Juice Company 700
Case Problem S14.5 Julia’s Food Booth 700
References 701
15 Resource Planning 702
Target Misses the Mark 702
Introduction 703
15.1 Material Requirements Planning (MRP) 703
15.2 Capacity Requirements Planning (CRP) 719
15.3 Enterprise Resource Planning (ERP) 726
Along the Supply Chain 15.1: SAP Powers NFL Fantasy Football and the NFL 730
Along the Supply Chain 15.2: Implementation of ERP at Pratt & Whitney Canada 731
15.4 ERP and Related Software: Connectivity and Integration 732
Along the Supply Chain 15.3: Roku Runs on NetSuite 735
Summary of Learning Objectives / Summary of Key Terms / Solved Problems / Questions / Problems
Case Problem 15.1 Just ERP 743
Case Problem 15.2 Hosuki 744
Case Problem 15.3 It’s Snowing Again! 744
References 745
16 Lean Systems 746
Lean Thinking at an Airline 746
Introduction 747
16.1 The Basic Elements of Lean Production 747
Along the Supply Chain 16.1: UltraFit Manufacturing: Lean and Fit Manufacturing 761
Along the Supply Chain 16.2: Universal Studios Holds “Treasure Hunt” Kaizen Event 762
16.2 Implementing Lean Production 766
Along the Supply Chain 16.3: Nike’s Lean Philosophy 767
16.3 Other Applications of Lean Systems 768
Along the Supply Chain 16.4: Leaning in to Better Patient Care 770
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formula / Questions / Problems
Case Problem 16.1 The Blitz is On 777
Case Problem 16.2 Where’s My Cart? 777
Case Problem 16.3 Leaning the Warehouse 779
References 779
17 Scheduling 781
Taking the Guesswork out of Employee Scheduling 781
Introduction 782
17.1 Scheduling Techniques 782
17.2 Loading 783
Along the Supply Chain 17.1: Analytics at Airbnb 787
Along the Supply Chain 17.2: Scheduling Major League Baseball Umpires 787
17.3 Sequencing 788
Along the Supply Chain 17.3: Solving Tough Scheduling Problems in Health Care 795
17.4 Monitoring 796
Along the Supply Chain 17.4: Eliminate Bottlenecks, Don’t Just Move Them Somewhere Else! 800
17.5 Advanced Planning and Scheduling Systems 801
17.6 Employee Scheduling 805
Along the Supply Chain 17.5: Employee Scheduling at NAV CANADA 806
Summary of Learning Objectives / Summary of Key Terms / Summary of Key Formulas / Solved Problems / Questions / Problems
Case Problem 17.1 Learn Canada 817
Case Problem 17.2 From a Different Perspective 818
References 818
Appendix A Standard Normal Distribution 821
Appendix B Solutions to Selected Problems 823
Index 827
| Erscheinungsdatum | 16.09.2020 |
|---|---|
| Verlagsort | New York |
| Sprache | englisch |
| Maße | 216 x 277 mm |
| Gewicht | 1658 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management |
| ISBN-10 | 1-119-58872-3 / 1119588723 |
| ISBN-13 | 978-1-119-58872-6 / 9781119588726 |
| Zustand | Neuware |
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