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| Introduction Production of Goods versus Delivery of Services The Scope of Operations Management Reading: Why Manufacturing Matters Reading: The Challenges of Managing Services Operations Management and Decision Making Models Quantitative Approaches Performance Metrics Analysis of Trade-Offs A Systems Approach Establishing Priorities Ethics Why Study Operations Management? Career Opportunities The Historical Evolution of Operations Management The Industrial Revolution Scientific Management The Human Relations Movement Decision Models and Management Science The Influence of Japanese Manufacturers Trends in Business Major Trends Other Important Trends Operation Tours Operations Tour: Wegmans Food Markets Summary Key Terms Discussion and Review Questions Taking Stock Critical Thinking Exercise Experiential Learning Exercise Cases: Hazel Total Recall Selected Bibliography and Further Reading |