Workmarket reviews

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ISBN: 978 1 292 09867 8 (print) 978 1 292 09871 5 (PDF) 978 1 292 17190 6 (ePub)

British Library Cataloguing-in-Publication Data A catalogue record for the print edition is available from the British Library

Library of Congress Cataloging-in-Publication Data A catalog record for the print edition is available from the Library of Congress

10 9 8 7 6 5 4 3 2 1 20 19 18 17 16

Cover image © Karin Hildebrand Lau / Alamy Stock Photo

Print edition typeset in 9.25/12 Charter ITC Std by 76 Printed in Slovakia by Neografia

NOTE THAT ANY PAGE CROSS REFERENCES REFER TO THE PRINT EDITION

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v

Guide to ‘operations in practice’, examples, short cases and case studies xii

Preface xvi

To the Instructor. . . xviii

To the Student. . . xix

Ten steps to getting a better grade in operations management xx

About the authors xxi

Acknowledgements xxii

Publisher’s acknowledgements xxiv

Part One DirECTing ThE OPEraTiOn 3 1 Operations management 4

2 Operations performance 38

3 Operations strategy 74

4 Product and service innovation 109

5 The structure and scope of operations 140

Supplement to Chapter 5 — Forecasting 170

Part Two DEsigning ThE OPEraTiOn 181 6 Process design 182

7 Layout and flow 216

8 Process technology 246

9 People in operations 276

Supplement to Chapter 9 — Work study 306

Part Three DELivEr 315 10 Planning and control 317

11 Capacity management 350

Supplement to Chapter 11 — Analytical queuing models 391

12 Supply chain management 398

13 Inventory management 432

14 Planning and control systems 468

Supplement to Chapter 14 — Materials requirements planning (MRP) 491

15 Lean operations 498

Part Four DEvELOPMEnT 531 16 Operations improvement 532

17 Quality management 572

Supplement to Chapter 17 — Statistical process control 603

18 Managing risk and recovery 616

19 Project management 646

Notes on chapters 681 Useful websites 689 Glossary 691 Index 704

Brief contents

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vii

How is operations performance judged at an operational level? 48

How can operations performance be measured? 63

How do performance objectives trade off against each other? 66

Summary answers to key questions 68 Case study : Operations objectives at the

Penang Mutiara 70 Problems and applications 72 Selected further reading 73

Chapter 3: Operations strategy 74 Introduction 74

What is strategy and what is operations strategy? 76

What is the difference between a ‘top-down’ and ‘bottom-up’ view of operations strategy? 80

What is the difference between a ‘market requirements’ and an ‘operations resources’ view of operations strategy? 84

How can operations strategy form the basis for operations improvement? 92

How can an operations strategy be put together? The process of o