Preface Acknowledgments About the Authors PART I: INTRODUCTION Chapter 1: Introduction to Managing Global Operations and Supply Chains 1.1 Supply Chains and Operations Management in the Global Economy 1.2 What Does Operations Management Entail? 1.3 What Does Supply Chain Management Entail? 1.4 An Integrated Perspective on Operations and Supply Chain Management 1.5 The Evolution of Operations and Supply Chain Management 1.6 Current and Emerging Issues in Operations and Supply Chain Management 1.7 Road Map: How This Text Is Organized Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 1.1 Multinational Companies and China: Investing for the Long Term Case Study 1.2 Nintendo's Wii and Wii U: Absence Makes the Heart Grow Fonder Video Case Critical Thinking Exercise PART II: STRATEGIC DECISIONS Chapter 2: Operations and Supply Chain Strategies 2.1 Levels of Strategic Planning 2.2 Formulating and Evaluating Operations Strategies 2.3 Formulating and Evaluating Strategies for Service Organizations 2.4 Measuring Productivity as Part of Strategic Planning 2.5 Strategies for Supply Chains 2.6 Global Strategies 2.7 Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 2.1 Supply Chain Strategies and Disaster Planning Video Case Critical Thinking Exercise Chapter 3: Project Management 3.1 Projects, Project Teams, and Measuring Success 3.2 Project Life Cycles 3.3 Conceptualizing and Planning Projects 3.4 Scheduling Projects 3.5 Supply Chains for Projects 3.6 Executing, Evaluating, and Terminating Projects 3.7 Sustainability Issues 3.8 Global Projects Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 3.1 Project Management in the Movie Business Video Case Critical Thinking Exercise Supplement for Chapter 3: Project Management 3S.1 Determining the Probability of a Project Being Completed on Time 3S.2 Calculating the Time-Cost Trade-Offs of Crashing a Project 3S.3 Calculating a Project's Earned Value Supplement Summary Key Terms Discussion and Review Questions Solved Problems Problems Critical Thinking Exercise Chapter 4: Product and Service Innovations 4.1 Why Companies Develop New Products and Services 4.2 How New Products Are Developed 4.3 New Product Development Concepts and Strategies 4.4 Using Technology to Develop New Products 4.5 Global Product Development 4.6 New Product Development Issues for Supply Chains 4.7 How Services Are Designed 4.8 Legal, Ethical, and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 4.1 Redesigning for Efficiency: The Chevrolet Malibu Video Case Critical Thinking Exercise Supplement for Chapter 4: Reliability 4S.1 Understanding Reliability 4S.2 Availability and Maintainability Supplement Summary Key Terms Discussion and Review Questions Solved Problems Problems Chapter 5: Managing for Quality 5.1 Defining Quality 5.2 The Benefits and Costs of Managing Quality 5.3 The Evolution of Quality Management and Its Pioneers 5.4 Major Quality Management Initiatives 5.5 Quality Management Tools and Techniques 5.6 Managing Quality for Supply Chains 5.7 Global Quality Management 5.8 Legal, Ethical, and Sustainability Issues, Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 5.1 Pfizer Fixes Problems With Its Cleaning Processes Case Study 5.2 Partnering to Improve Quality Case Study 5.3 3M: Finding the Delicate Balance Between Six Sigma and Innovation Case Study 5.4 Van Halen, Brown M&Ms, and Quality Control Video Case Critical Thinking Exercise Chapter 6: Quality Improvement and Control Tools 6.1 Quality Control Versus Quality Assurance 6.2 Quality Appraisal Tools 6.3 Quality Defect Prevention Tools 6.4 Quality Design Tools Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 6.1 J.D. Power Automobile Surveys: What Does "Quality" Mean, Anyway? Video Case Critical Thinking Exercises Chapter 7: Capacity Planning 7.1 Capacity Planning 7.2 Service Capacity Planning 7.3 Capacity Planning for Supply Chains 7.4 Ethical and Sustainability Issues 7.5 Global Capacity Management Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 7.1 Kirwain's Capacity Planning Challenge Video Cases Critical Thinking Exercises Chapter 8: Supply Chain Design and Location Planning 8.1 Supply Chain Design and Facility Location Decisions 8.2 Phases in the Supply Chain Design and Location Decision-Making Process 8.3 Analytical Methods for Evaluating Locations 8.4 Ethical and Sustainability Issues 8.5 Global Location Planning Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 8.1 Countering the Counterfeiters Case Study 8.2 Alpharetta Tools Video Case Critical Thinking Exercise Chapter 9: Process Design and Layout Planning 9.1 Designing, Selecting, and Redesigning Manufacturing Processes 9.2 Designing Service Processes 9.3 Designing Processes for Supply Chains 9.4 Global Process Design 9.5 Layout Planning 9.6 Legal, Ethical, and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 9.1 Challenges of Redesigning a Plant Layout Video Case Critical Thinking Exercise Supplement for Chapter 9: Tools for Analyzing, Designing, and Selecting Processes and Layouts 9S.1 Process Selection, Design, and Analysis Tools 9S.2 Layout Analysis Tools and Techniques Supplement Summary Key Terms Discussion and Review Questions Solved Problems Problems Critical Thinking Exercises PART III: INTEGRATIVE DECISIONS Chapter 10: Supplier Management 10.1 Supplier Management and Its Goals 10.2 The Supplier Management Process 10.3 Managing Service Providers 10.4 Global Supplier Management 10.5 Legal, Ethical, and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problem Problems Case Study 10.1 The Boeing Video Cases Critical Thinking Exercise Chapter 11: Logistics Management 11.1 Integrated Logistics Management 11.2 Order Fulfillment 11.3 Transportation Management 11.4 Packaging 11.5 Materials Handling 11.6 Warehousing Management 11.7 Inventory Management 11.8 Facilities Network Design, 11.9 Global Logistics 11.10 Logistics Outsourcing 11.11 Logistics in the Service Sector 11.12 Ethical and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 11.1 How Sustainable Logistics Solutions and Technologies Have Helped Walmart Become More Efficient Case Study 11.2 Third-Party Logistics and the Mistreatment of Workers Video Case Critical Thinking Exercises Chapter 12: Demand Management and Customer Service 12.1 Demand Management 12.2 Global Demand Management 12.3 Services Demand Management 12.4 Customer Service and Demand Management 12.5 Ethical and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Problems Case Study 12.1 McDonald's Reinvents Itself, Again Case Study 12.2 Predicting the Future Demand for Rural Health Care Video Cases Critical Thinking Exercises Chapter 13: Demand Forecasting Methods 13.1 Introduction to Forecasting and Its Applications 13.2 The Characteristics of Good Forecasts 13.3 Qualitative Versus Quantitative Forecasting Methods 13.4 Measuring and Monitoring the Accuracy of Forecasting Methods 13.5 Monitoring and Controlling Forecasts 13.6 Forecasting for Supply Chains 13.7 Ethical Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 13.1 Forecasting Ticket Demand for the Super Bowl Case Study 13.2 Ethical Forecasting: If You Torture the Numbers Long Enough, They Can Tell You Anything! Video Cases Critical Thinking Exercises PART IV: TACTICAL DECISIONS Chapter 14: Lean Operations and Supply Chains 14.1 Introduction to Lean Operations 14.2 The Philosophy of Lean Systems 14.3 Elements of Lean Systems 14.4 Lean Services 14.5 Lean Supply Chains 14.6 Lean Global Supply Chains 14.7 Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problem Problems Case Study 14.1 Lean Sustainable Supply Chains at Unilever Case Study 14.2 TAL Apparel and JCPenney Critical Thinking Exercise Appendix 14.1: Value Stream Mapping Symbols Appendix 14.2: Steps for Developing a Value Stream Map Chapter 15: Inventory Management 15.1 Types of Inventory 15.2 Inventory Costs 15.3 Inventory Considerations for Supply Chains 15.4 Inventory Management Measures 15.5 Key Features of Effective Inventory Management Systems 15.6 Uncertainty in Supply Chain Inventories: The Bullwhip Effect 15.7 Ethical and Sustainability Issues 15.8 Global Inventory Management 15.9 Service Sector Inventory Management Chapter Summary Key Terms Discussion and Review Questions Solved Problem Problems Case Study 15.1 Inventory Pressures Cause Tuesday Morning to Abandon e-Commerce Case Study 15.2 Inventory Management in the Age of the Online Shopper Video Case Critical Thinking Exercises Chapter 16: Inventory Control Models 16.1 How Much to Order: Continuous Review Systems 16.2 Economic Production Quantity (EPQ) Model 16.3 EOQ Model with Quantity Discounts 16.4 When to Order: Reorder Point for Continuous Review Systems (EOQ Model) 16.5 How Much to Order: Periodic Review Systems 16.6 How Much to Order: Single-Period Inventory Systems Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 16.1 When Your Customers Steer You Wrong: Walmart's Project Impact Disaster Video Case Critical Thinking Exercise Chapter 17: Sales and Operations Planning 17.1 The Basics of Sales and Operations Planning 17.2 Benefits of Sales and Operations Planning 17.3 Framework of the Sales and Operations Planning Process 17.4 Options for Influencing Demand and Supply in Sales and Operations Planning 17.5 Sales and Operations Planning Strategies 17.6 Methods for Sales and Operations Planning 17.7 Sales and Operations Planning for Supply Chains 17.8 Sales and Operations Planning in Service Industries 17.9 Sustainable S&OP: Sales Carbon Operations Planning (SCOP) 17.10 Ethical Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problem Problems Case Study 17.1: Coordinating Sales and Operations Planning for the Next Big Thing: The Case of the Sony PS4 Launch Video Case Critical Thinking Exercise PART V: OPERATIONAL DECISIONS Chapter 18: Master Scheduling and Material Requirements Planning 18.1 Master Scheduling 18.2 Material Requirements Planning 18.3 Ethical and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 18.1 Bringing Order to a Chaotic Restaurant Video Case Critical Thinking Exercise Supplement for Chapter 18: Capacity Requirements Planning, MRP II, ERP, and DRP 18S.1 Capacity Requirements Planning (CRP) 18S.2 Manufacturing Resource Planning (MRP II)-An Extension of MRP 18S.3 Enterprise Resource Planning (ERP) 18S.4 Impact of MRP, MRP II, and ERP on Supply Chains 18S.5 Distribution Requirements Planning (DRP) 18S.6 Sustainability Issues Supplement Summary Key Terms Discussion and Review Questions Solved Problem Problems Case Study 18S.1 Thinking Outside the Box: Enterprise Training at General Mills Critical Thinking Exercise Chapter 19: Detailed Scheduling 19.1 What Detailed Scheduling Is 19.2 Types of Scheduling for Manufacturers 19.3 Why Scheduling Is Complex 19.4 Scheduling in the Service Sector 19.5 Scheduling for Supply Chains 19.6 Ethical and Sustainability Issues Chapter Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study 19.1 Telling Umpires Where to Go! Video Case Critical Thinking Exercises PART VI: QUANTITATIVE MODULES Module A: Linear Programming Introduction A.1 Features of a Linear Programming (LP) Problem A.2 Solving Linear Programming Problems Using Excel A.3 Sensitivity Analysis A.4 Additional Linear Programming Models Module Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study A.1 Happy Hour, Happy Profits Module B: The Transportation Models B.1 Formulating and Solving the Transportation Problem B.2 Additional Issues in Transportation Modeling Module Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study B.1 Plant Location for Tru-Blade Ski Company Module C: Waiting Line Models C.1 Introduction to Waiting Line Models C.2 Queueing Models Module Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study C.1 The Psychology of Waiting in Lines Questions for Discussion Module D: Simulation D.1 Introduction to Simulation D.2 Monte Carlo Simulation Module Summary Key Terms Discussion and Review Questions Solved Problem Problems Case Study D.1 Staying Ahead of the Demand for Ice Cream Module E: Learning Curves E.1 What Are Learning Curves? E.2 Applications of Learning Curves E.3 Approaches to Solving Learning Curve Problems E.4 Learning Curves in Cost Estimation E.5 Limitations of Learning Curves Module Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study E.1 Estimating the Cost of a Drilling Platform Module F: Decision-Making Tools F.1 Using a Systematic Decision-Making Process F.2 Elements in the Decision-Making Process F.3 Categorizing Decisions F.4 Techniques for Making Decisions Under Certainty, Uncertainty, and Risk F.5 Techniques for Making Sequential Decisions Module Summary Key Terms Discussion and Review Questions Solved Problems Problems Case Study F.1 Gerber Products Company: The Problem Case Study F.2 Gerber Products Company: The Solution Appendix A: Tables Appendix B: Answers to Select Problems Glossary Notes Company Index Subject Index
