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Introduction, 4 Production of Goods versus Delivery of Services, 5 The Scope of Operations Management, 8 The Operations Manager and the Management Process, 11 Operations Management and Decision Making, 12 Models, 12 Quantitative Approaches, 14 Analysis of Trade-Offs, 14 A Systems Approach, 14 Establishing Priorities, 15 Ethics, 15 Why Study Operations Management? 16 Career Opportunities, 18 The Historical Evolution of Operations Management, 18 The Industrial Revolution, 19 Scientific Management, 19 The Human Relations Movement, 20 Decision Models and Management Science, 21 The Influence of Japanese Manufacturers, 21 Trends in Business, 21 Major Trends, 21 Other Important Trends, 24 Summary, 26 Key Terms, 26 Discussion and Review Questions, 26 Taking Stock, 27 Critical Thinking Exercise, 27 Reading: Why Manufacturing Matters, 27 Reading: The Challenges of Managing Services, 28 Cases: Hazel, 28 Total Recall, 29 Operations Tour: Wegmans Food Markets, 30 Selected Bibliography and Further Reading, 32 |