Introduction

Production of Goods versus Delivery of Services

Process Management

Managing a Process to Meet Demand

Process Variation

The Scope of Operations Management

Why Learn about Operations Management?

Career Opportunities and Professional Societies

Operations Management and Decision Making

Models

Quantitative Approaches

Performance Metrics

Analysis of Trade-Offs

Degree of Customization

A Systems Approach

Establishing Priorities

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

Operations Today

Key Issues for Today's Business Operations

Environmental Concerns

Ethical Conduct

The Need to Manage the Supply Chain

Elements of Supply Chain Management

Operations Tour: Wegmans Food Markets

Case: Hazel