After you have read and studied this chapter, you should be able to

1. Define operations management and explain what types of firms use it.
2. Describe the operations management planning issues involved in both the manufacturing and service sectors, including facility location, facility layout, and quality control.
3. Discuss the problem of measuring productivity in the service sector, and tell how new technology is leading to productivity gains in service companies.
4. Explain manufacturing processes, MRP, and ERP.
5. Describe the seven new manufacturing techniques that have improved the productivity of companies: just-in-time inventory control, Internet purchasing, flexible manufacturing, lean manufacturing, mass customization, competing in time, and computer-aided design and manufacturing.