Operations Management: Creating Value Along the Supply Chain

✍ Scribed by Roberta S. Russell, Bernard W. Taylor, Tiffany Bayley, Ignacio Castillo

• Publisher: Wiley
• Year: 2019
• Tongue: English
• Leaves: 863
• Edition: 2
• Category: Library

✦ Synopsis

Operations Management: Creating Value Along the Supply Chain, 2nd Canadian Edition is designed to teach students how to create value and competitive advantage along the supply chain in a rapidly changing global environment. Beyond providing a solid foundation, this course covers increasingly important OM topics including sustainability, corporate social responsibility, global trade policies, securing the supply chain, and risk and resilience. Most importantly, Operations Management, Second Canadian Edition makes the quantitative topics easy for students to understand and the mathematical applications less intimidating. Appropriate for all business students, this course takes a balanced approach to the foundational understanding of both qualitative and quantitative operations management processes.

✦ Table of Contents

Cover
Title Page
Copyright
About the Authors
Preface
Brief Contents
Contents
Part One: Operations Management
Chapter 1: Introduction to Operations and Supply Chain Management
Tim Hortons: Every Cup Tells a Story
Introduction
1.1 The Operations Function
Along the Supply Chain 1.1: What Do Operations and Supply Chain Managers Do?
1.2 The Evolution of Operations and Supply Chain Management
1.3 Globalization
Along the Supply Chain 1.2: Creating Shared Value at Nestlé
1.4 Productivity and Competitiveness
1.5 Strategy and Operations
Along the Supply Chain 1.3: Whole Foods Market’s Unique Strategy
Along the Supply Chain 1.4: New Players Disrupt with Innovation
Along the Supply Chain 1.5: Feeding Canada
Summary of Learning Objectives
Summary of Key Terms
Questions
Problems
Case Problems
Case Problem 1.1 Visualize This
Case Problem 1.2 Whither an MBA at Brandon
Case Problem 1.3 Weighing Options at the Weight Club
References
S1 Operational Decision-Making Tools: Decision Analysis
Introduction
S1.1 Decision Analysis with and without Probabilities
Summary of Learning Objective
Summary of Key Terms
Summary of Key Formulas
Problems
Case Problems
Case Problem S1.1 Whither an MBA at Brandon
Case Problem S1.2 Transformer Replacement at Mountain Side Electric Company
Case Problem S1.3 Evaluating Projects at Nexcom Systems
References
Chapter 2: Quality Management
The Coffee Customer Is Always Right
Introduction
2.1 What Is Quality?
2.2 Quality Management System
Along the Supply Chain 2.1: Applying Deming’s Principles in Award-Winning Hospitals
2.3 Quality Tools
2.4 The Role of Employees in Quality
Improvement
Along the Supply Chain 2.2: Customer Focus and Employee Empowerment at Maple Leaf Foods
Along the Supply Chain 2.3: Customer Satisfaction at Ritz-Carlton Hotels
2.5 Six Sigma
Along the Supply Chain 2.4: Motorola’s Six Sigma Quality
2.6 The Cost of Quality
2.7 The Effect of Quality Management on Productivity
Along the Supply Chain 2.5: ISO Certifications for Sustainability and Social Responsibility
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 2.1 Designing a Quality-Management Program for the Internet at D4Q
Case Problem 2.2 Quality Management at Local University
Case Problem 2.3 Quality Problems at the Tech Bookstores
Case Problem 2.4 Product Yield at Continental Luggage Company
References
Chapter 3: Statistical Process Control
Quality Control in Athletic Shoe Manufacturing
Introduction
3.1 The Basics of Statistical Process Control
Along the Supply Chain 3.1: Using Sampling and Statistics to Analyze MillerCoors’ Distribution Network Performance
Along the Supply Chain 3.2: Using Control Charts for Improving Health-Care Quality
3.2 Control Charts
3.3 Control Charts for Attributes
3.4 Control Charts for Variables
3.5 Control Chart Patterns
3.6 Process Capability
Along the Supply Chain 3.3: Determining Quality Process Parameters for Starbucks Coffee Bags
Along the Supply Chain 3.4: Design Tolerances at Harley-Davidson Company
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 3.1 Quality Control at Rainwater Brewery
Case Problem 3.2 Quality Control at Green Grass
Case Problem 3.3 Improving Service Time at Dave’s Burgers
References
S3 Operational Decision-Making Tools: Acceptance Sampling
Introduction
S3.1 Single-Sample Attribute Plan
S3.2 The Operating Characteristic Curve
S3.3 Average Outgoing Quality
S3.4 Double- and Multiple-Sampling Plans
Summary of Learning Objectives
Summary of Key Terms
Solved Problem
Questions
Problems
Chapter 4: Product Design
Brewing Up New Products
Introduction
4.1 The Design Process
Along the Supply Chain 4.1: Pixar’s Creativity
Along the Supply Chain 4.2: Apple’s Design Process
4.2 Technology in Design
4.3 Design Quality Reviews
Along the Supply Chain 4.3: Jugaad, Design for the Times
4.4 Design for the Environment
Along the Supply Chain 4.4: Consider Nike’s Flyknit Design
Along the Supply Chain 4.5: Creating Fairphones
4.5 Quality Function Deployment
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 4.1 Greening Product Design
Case Problem 4.2 Lean and Mean
References
Chapter 5: Service Design
Driving Better Customer Service
Introduction
5.1 The Service Economy
5.2 Characteristics of Services
5.3 The Service Design Process
Along the Supply Chain 5.1: Uber and the Sharing Economy
Along the Supply Chain 5.2: Warby Parker Game Changer
5.4 Tools for Service Design
5.5 Waiting Line Analysis for Service Improvement
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 5.1 Streamlining the Refinancing Process
Case Problem 5.2 Herding the Patient
Case Problem 5.3 The Faculty of Business Copy Centre
Case Problem 5.4 Northwoods Backpackers
References
Chapter 6: Processes and Technology
The Process of Making Maple Syrup
Introduction
6.1 Process Planning
6.2 Process Analysis
6.3 Process Innovation
6.4 Technology Decisions
Along the Supply Chain 6.1: 3D Printing and Other Advances in Additive Manufacturing
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problem
Questions
Problems
Case Problems
Case Problem 6.1 A Manager’s Woes
Case Problem 6.2 Wrong Meds, Again
Case Problem 6.3 The “Double Sale
References
Chapter 7: Capacity and Facilities Design
Mark’s Is “Well Worn” and Well Laid Out
Introduction
7.1 Capacity Planning
Along the Supply Chain 7.1: Tesla’s Gigafactories Produce Energy as Well as Batteries and Solar Panels
7.2 Facilities
Along the Supply Chain 7.2: Is There Really a Starbucks at Every Corner
7.3 Basic Layouts
7.4 Designing Process Layouts
Along the Supply Chain 7.3: The Health Benefits of Good Layout
7.5 Designing Service Layouts
Along the Supply Chain 7.4: Inviting Retail Layouts
7.6 Designing Product Layouts
7.7 Hybrid Layouts
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 7.1 Workout Plus
Case Problem 7.2 Photo Op—Please Line Up
Case Problem 7.3 The Grab ’n Go Caf
References
S7 Operational Decision-Making Tools: Facility Location Models
Introduction
S7.1 Types of Facilities
S7.2 Site Selection: Where to Locate
S7.3 Site Selection: Factors to Consider
S7.4 Location Analysis Techniques
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problem
Questions
Problems
Case Problem
Case Problem S7.1 Selecting a European Distribution Centre Site for AIAI
References
Chapter 8: Human Resources
A Commitment to Worker Sustainability in the Athletic Shoe Industry
Introduction
8.1 Human Resources and Quality Management
8.2 The Changing Nature of Human Resources Management
8.3 Contemporary Trends in Human Resources Management
Along the Supply Chain 8.1: Human Resources Management: Helping Women Break the “Glass Ceiling”; Rotman School of Management with TD Bank Group
Along the Supply Chain 8.2: Creating Sustainable Workplaces
8.4 Employee Compensation
8.5 Managing Diversity in the Workplace
Along the Supply Chain 8.3: English and French in the Workplace
Along the Supply Chain 8.4: ERIEC: A Commitment to Diversity
8.6 Job Design
8.7 Job Analysis
8.8 Learning Curves
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formula
Solved Problem
Questions
Problems
Case Problems
Case Problem 8.1 Star Renovation
Case Problem 8.2 HQ Recruitment Services
References
S8 Operational Decision-Making Tools: Work Measurement
Introduction
S8.1 Time Studies
S8.2 Work Sampling
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem S8.1 Alan’s Autos
Case Problem S8.2 Blue Bird Bistro
References
Chapter 9: Project Management
Mega Projects Equal Mega Risk
Introduction
9.1 Project Planning
Along the Supply Chain 9.1: Sustainable Wind Farm Projects
9.2 Global Cultural and Diversity Issues in Project Management
Along the Supply Chain 9.2: Cross-Cultural Project Teams
9.3 Project Scheduling
9.4 Project Control
Along the Supply Chain 9.3: Transoceanic Cable-Laying Projects
9.5 CPM/PERT
9.6 Probabilistic Activity Times
9.7 CPM/PERT Analysis with Excel
9.8 Project Crashing and Time–Cost Trade-off
9.9 Project Management with Smartsheet
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problem
Questions
Problems
Case Problems
Case Problem 9.1 The Bloodless Coup Concert
Case Problem 9.2 Retirement Home Renovation
References
Part Two: Supply Chain Management
Chapter 10: Supply Chain Management: Strategy and Design
Delivering the Goods to Tim Hortons Lovers
Introduction
10.1 Supply Chains
Along the Supply Chain 10.1: The Digital Supply Chain at Apple and Amazon
10.2 The Management of Supply Chains
10.3 Supply Chain Sustainability
Along the Supply Chain 10.2: Green Supply Chain at Ontario Power Generation
Along the Supply Chain 10.3: Walmart’s Commitment to Sustainability
Along the Supply Chain 10.4: Reducing Costs with Sustainability at UPS
10.4 Information Technology: A Supply Chain Enabler
Along the Supply Chain 10.5: Blockchain Strategies at IBM, Maersk, Walmart, UPS, and Nestl
10.5 Supply Chain Integration
Along the Supply Chain 10.6: Supply Chain Integration in the Health Care System of Ontario
10.6 Measuring Supply Chain Performance
Along the Supply Chain 10.7: Amazon, a Supply Chain “Master"
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problem
Questions
Problems
Case Problems
Case Problem 10.1 Somerset Furniture Company’s Global Supply Chain
Case Problem 10.2 Saboo Inc.’s Sustainable Supply Chain
References
Chapter 11: Global Supply Chain Procurement and Distribution
A Fresh Approach to the Supply Chain
Introduction
11.1 Procurement
Along the Supply Chain 11.1: World-Class Supply Chain Management at Inditex Group
11.2 E-Procurement
11.3 Distribution
Along the Supply Chain 11.2: Innovative Distribution Solution for Pharmaceuticals Industry
11.4 Transportation
Along the Supply Chain 11.3: Mammoth Global Supply Chain Company, Maersk
11.5 The Global Supply Chain
Along the Supply Chain 11.4: Global Supply Chain Management at Li & Fung
Along the Supply Chain 11.5: Sustainability Initiatives at Lego
Along the Supply Chain 11.6: North American Nearshoring in Central and South America
Along the Supply Chain 11.7: From Offshoring to Reshoring Production
Summary of Learning Objectives
Summary of Key Terms
Questions
Case Problems
Case Problem 11.1 Somerset Furniture Company’s Global Supply Chain—Continued
Case Problem 11.2 DMI Chemicals Inc
S11 Operational Decision-Making Tools: Transportation and Trans-shipment Models
Introduction
S11.1 The Transportation Model
S11.2 The Trans-shipment Model
Summary of Learning Objectives
Summary of Key Terms
Solved Problem
Problems
Case Problems
Case Problem S11.1 Canaline Shipping and Transport Company
Case Problem S11.2 Global Supply Chain Management at Cantrex Apparel International
References
Chapter 12: Forecasting
Looking into the Future with Forecasting
Introduction
12.1 The Strategic Role of Forecasting in Supply Chain Management
Along the Supply Chain 12.1: Forecasting Denim Jeans Trends
12.2 Components of Forecasting Demand
Along the Supply Chain 12.2: Global Supply Chain Forecasting at Hershey’s
Along the Supply Chain 12.3: Forecasting the Global Smart Phone Market
12.3 Time Series Methods
Along the Supply Chain 12.4: Forecasting Empty Shipping Containers
12.4 Forecast Accuracy
Along the Supply Chain 12.5: Forecasting Market Demand at Saputo
12.5 Regression Methods
12.6 Data Mining
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 12.1 Forecasting the Demand for Medical Cannabis
Case Problem 12.2 Cascades Swim Club
Case Problem 12.3 Forecasting Passenger Arrivals at the Gotham International Airport
References
Chapter 13: Inventory Management
Inventory Management at Nike
Introduction
13.1 The Role of Inventory in Supply Chain Management
13.2 The Elements of Inventory Management
13.3 Inventory Control Systems
13.4 Economic Order Quantity Models
Along the Supply Chain 13.1: Multi-Echelon Inventory Optimization at Procter & Gamble
13.5 Quantity Discounts
13.6 Reorder Point
Along the Supply Chain 13.2: World Class Inventory Management at Apple
13.7 Order Quantity for a Periodic
Inventory System
Along the Supply Chain 13.3: Vendor-Managed Inventory (VMI) at Dell
13.8 Order Quantity for the Single-Period Inventory Model
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 13.1 The Instant Paper Clip Office Supply Company
Case Problem 13.2 The Calgary Stampeders Apparel Store
Case Problem 13.3 Cambridge Foods Company
References
S13 Operational Decision-Making Tools: Simulation
Introduction
S13.1 Monte Carlo Simulation
S13.2 Areas of Simulation Application
Summary of Learning Objectives
Summary of Key Terms
Solved Problem
Questions
Problems
References
Chapter 14: Sales and Operations Planning
Planning for Success
Introduction
14.1 The Sales and Operations Planning Process
Along the Supply Chain 14.1: Disney’s Magic Numbers
14.2 Strategies for Adjusting Capacity
14.3 Strategies for Managing Demand
14.4 Quantitative Techniques for Aggregate Planning
Along the Supply Chain 14.2: Chevron’s Best Mix
14.5 The Hierarchical Nature of Planning
Along the Supply Chain 14.3: How LEGO Rebuilt Its Supply Chain and Found S&OP
14.6 Aggregate Planning for Services
Along the Supply Chain 14.4: Revenue Management at Caesars Windsor Hotel and Casino
Summary of Learning Objectives
Summary of Key Terms
Solved Problems
Questions
Problems
Case Problems
Case Problem 14.1 Seats for Sale
Case Problem 14.2 Erin’s Energy Plan
References
S14 Operational Decision-Making Tools: Linear Programming
Introduction
S14.1 Model Formulation
S14.2 Graphical Solution Method
S14.3 Linear Programming Model Solution
S14.4 Solving Linear Programming Problems with Excel
S14.5 Sensitivity Analysis
Summary of Learning Objectives
Summary of Key Terms
Solved Problem
Questions
Problems
Case Problems
Case Problem S14.1 Mosaic Tile Company
Case Problem S14.2 The Sea Village Amusement Park
Case Problem S14.3 Spring Garden Tools
Case Problem S14.4 Walsh’s Juice Company
Case Problem S14.5 Julia’s Food Booth
References
Chapter 15: Resource Planning
Target Misses the Mark
Introduction
15.1 Material Requirements Planning (MRP)
15.2 Capacity Requirements Planning (CRP)
15.3 Enterprise Resource Planning (ERP)
Along the Supply Chain 15.1: SAP Powers NFL Fantasy Football and the NFL
Along the Supply Chain 15.2: Implementation of ERP at Pratt & Whitney Canada
15.4 ERP and Related Software: Connectivity and Integration
Along the Supply Chain 15.3: Roku Runs on NetSuite
Summary of Learning Objectives
Summary of Key Terms
Solved Problem
Questions
Problems
Case Problems
Case Problem 15.1 Just ERP
Case Problem 15.2 Hosuki
Case Problem 15.3 It’s Snowing Again
References
Chapter 16: Lean Systems
Lean Thinking at an Airline
Introduction
16.1 The Basic Elements of Lean Production
Along the Supply Chain 16.1: UltraFit Manufacturing: Lean and Fit Manufacturing
Along the Supply Chain 16.2: Universal Studios Holds “Treasure Hunt” Kaizen Event
16.2 Implementing Lean Production
Along the Supply Chain 16.3: Nike’s Lean Philosophy
16.3 Other Applications of Lean Systems
Along the Supply Chain 16.4: Leaning in to Better Patient Care
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formula
Questions
Problems
Case Problems
Case Problem 16.1 The Blitz Is On
Case Problem 16.2 Where’s My Cart
Case Problem 16.3 Leaning the Warehouse
References
Chapter 17: Scheduling
Taking the Guesswork out of Employee Scheduling
Introduction
17.1 Scheduling Techniques
17.2 Loading
Along the Supply Chain 17.1: Analytics at Airbnb
Along the Supply Chain 17.2: Scheduling Major League Baseball Umpires
17.3 Sequencing
Along the Supply Chain 17.3: Solving Tough Scheduling Problems in Health Care
17.4 Monitoring
Along the Supply Chain 17.4: Eliminate Bottlenecks, Don’t Just Move Them Somewhere Else
17.5 Advanced Planning and Scheduling Systems
17.6 Employee Scheduling
Along the Supply Chain 17.5: Employee Scheduling at NAV CANADA
Summary of Learning Objectives
Summary of Key Terms
Summary of Key Formulas
Solved Problems
Questions
Problems
Case Problems
Case Problem 17.1 Learn Canada
Case Problem 17.2 From a Different Perspective
References
Appendix A: Standard Normal Distribution
Appendix B: Solutions to Selected Problems
Index
EULA