About the Author
Preface

PART ONE
INTRODUCTION

Chapter 1 The Operations Function
Chapter 2 Operations and Supply Chain Strategy
Chapter 3 Product Design

PART TWO
PROCESS DESIGN

Chapter 4 Process Selection
Chapter 5 Service Process Design
Chapter 6 Process-Flow Analysis
Chapter 7 Lean Thinking and Lean Systems

PART THREE
QUALITY

Chapter 8 Managing Quality
Chapter 9 Quality Control and Improvement

PART FOUR
CAPACITY AND SCHUDULING

Chapter 10 Supply Chain Management
Chapter 11 Forecasting
Supplement: Advanced Methods
Chapter 12 Capacity Planning
Supplement: Mathematical Models
Chapter 13 Scheduling Operations
Chapter 14 Project Planning and Scheduling

PART FIVE
INVENTORY

Chapter 15 Independent Demand Inventory
Chapter 16 Materials Requirements Planning and ERP

PART SIX
CASE STUDIES

Introduction

• Shipper Manufacturing Company
• FHE, Inc.
• Early Supplier Integration in the Design of the Skid-Steer Ladder

Process Design

• Eastern Gear, Inc.
• Southwest Airlines: Singing the (Jet) Blues
• The Field Service Division of DMI
• Pharmacy Service Improvement at CVS (A)

Quality

• Customer-Driven Learning at Radisson Hotels Worldwide
• Quality at Gillette Argentina
• Bayfield Mud Company
• Six Sigma at 3M, Inc.

Capacity and Scheduling

• Crocs: Revolutionizing an Industry’s Supply Chain Model for Competitive Advantage
• Unifine Richardson
• eBags: Managing Growth
• Merriwell Bag Company
• Lawn King, Inc.
• World Industrial Abrasives

Inventory

• Consolidated Electric
• Southern Toro Distributor, Inc.
• ToyPlus, Inc.

APPENDIXES
PHOTO CREDITS
INDEX