Detailed Contents
Guide to ‘operation in action’, examples, short cases and case studies
Guided tour of the book
Guided tour of online resources
Preface
How to use this book
About the authors
Acknowledgements
Part One
INTRODUCTION
1 Operations management
Introduction
What is operations management?
Operations management is about managing processes
Operations processes have different characteristics
The activities of operations management
The model of operations management
Operations management is important
Summary answers to key questions
Case study: Design house partnerships at Concept Design Services
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
2 The strategic role and objectives of operations
Introduction
The role of the operations function
Operations performance objectives
The quality objective
The speed objective
The dependability objective
The flexibility objective
The cost objective
The polar representation of performance objectives
Summary answers to key questions
Case study: Operations objectives at the PenangMutiara
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
3 Operations strategy
Introduction
What is strategy and what is operations strategy?
The ‘top-down’ perspective
The ‘bottom-up’ perspective
The market requirements perspective
The operations resource perspective
The process of operations strategy
Summary answers to key questions
Case study: Long Ridge Gliding Club
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
Part Two
DESIGN
4 Process design
Introduction
The design activity
Process types -- the volume–variety effect on process design
Detailed processes design
The effect of process variability
Summary answers to key questions
Case study: The Central Evaluation Unit.
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
5 The design of products and services
Introduction
Why is good design important?
Concept generation
Concept screening
Preliminary design
Design evaluation and improvement
Prototyping and final design
The benefits of interactive design
Summary answers to key questions
Case study: Chatsworth House - The Adventure Playground Decision
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
6 Supply network design
Introduction
The network perspective
Configuring the network supply
The location of capacity
Long-term capacity management
Summary answers to key questions
Case study: Delta Synthetic Fibres
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
Supplement to Chapter 6 – Forecasting
Introduction
Forecasting – knowing the options
In essence forecasting is simple
Approaches to forecasting
7 Layout and flow
Introduction
What is layout?
The basic layout types
Detailed design of the layout
Summary answers to key questions
Case study: Weldon Hand Tools
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
8 Process technology
Introduction
What is process technology?
Materials-processing technology
Information-processing technology
Customer-processing technology
Process technology should reflect volume and variety
Choice of technology
Summary answers to key questions
Case study: Rochem Ltd
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
9 Job design and work organization
Introduction
What is job design?
Designing environmental conditions – ergonomics
Designing the human interface – ergonomic workplace design
Designing task allocation – the division of labour
Designing job methods – scientific management
Work measurement in job design
Designing for job commitment – behavioural approaches to job design
Summary answers to key questions
Case study: South West Cross Bank
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
Part Three
PLANNING AND CONTROL
10 The nature of planning and control
Introduction
What is planning and control?
The nature of supply and demand
Planning and control activities
Summary answers to key questions
Case study: Air traffic control
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
11 Capacity planning and control
Introduction
What is capacity?
Planning and controlling capacity
Measuring demand and capacity
The alternative capacity plans
Choosing a capacity planning and control approach
Capacity planning as a queuing problem
Summary answers to key questions
Case study: Holly Farm
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
Supplement to Chapter 11: Analytical queuing models
Notation
Variability
Types of queuing system
12 Inventory planning and control
Introduction
What is inventory?
The volume decision – how much to order?
The volume decision – when to place an order?
Inventory analysis and control systems
Summary answers to key questions
Case study: Trans-European Plastics
Problems
Study activities
Introduction
What is supply chain management?
The activities of supply chain management
Types of relationships in supply chains
Supply chain behaviour
Summary answers to key questions
Case study: Supplying Fast Fashion
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
14 Enterpriseresource planning (ERP)
Introduction
What is ERP?
Materials requirement planning (MRP)
Manufacturing resource planning (MRP II)
Enterpriseresource planning (ERP)
Web-integrated ERP
Summary answers to key questions
Case study: Psycho Sports Ltd
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
15 Lean operations and JIT
Introduction
What is lean and just-in-time?
The lean philosophy
JIT techniques
JIT planning and control
JIT in service operations
JIT and MRP
Summary answers to key questions
Case study: Boys and Boden (B&B)
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
16 Project planning and control
Introduction
What is a project?
Successful project management
The project planning and control process
Network planning
Summary answers to key questions
Case study: United Photonics MalaysiaSdn Bhd
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
17 Quality planning and control
Introduction
What is quality and why is it so important?
Conformance to specification
Statistical process control (SPC)
Process control, learning and knowledge
Acceptance sampling
Summary answers to key questions
Case study: Turnround at the Prestonplant
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
Part Four
IMPROVEMENT
18 Operations improvement
Introduction
Measuring and improving performance
Improvement priorities
Approaches to improvement
The techniques of improvement
Summary answers to key questions
Case study: GenevaConstruction and Risk
Appendix: Extract from ‘What is Six Sigma and how might it be applied in GCR?’
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
19 Failure prevention and recovery
Introduction
Operations failure
Failure detection and analysis
Improving process reliability
Recovery
Summary answers to key questions
Case study: The Chernobylfailure
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
20 Total quality management
Introduction
TQM and the management of improvement
What is TQM?
Implementing TQM improvement programmes
Quality awards
Summary answers to key questions
Case study: The Waterlander Hotel
Problems
Study activities
Notes on chapter
Selected further reading
Useful websites
Part Five
THE OPERATIONS CHALLENGE
21 The operations challenge
Introduction
Why challenges?
Globalization
Corporate social responsibility
Environmental responsibility
Technology
Knowledge management
Summary answers to key questions
Case study: CSR as it is presented
Study activities
Notes on chapter
Selected further reading
Useful websites
Glossary
Index