• ISBN-13: 978-1285451411
• Author: David A. Collier, James R. Evans

Table of contents:

1. Part 1
2. Ch 1: Goods, Services, and Operations Management
3. Ch 1: Learning Outcomes
4. 1-1: Operations Management
5. 1-2: OM in the Workplace
6. 1-3: Understanding Goods and Services
7. 1-4: Customer Benefit Packages
8. 1-5: Processes
9. 1-6: OM: A History of Change and Challenge
10. 1-7: Current Challenges in OM
11. Ch 1: Discussion Questions
12. Ch 1: Problems and Activities
13. Ch 1: Zappos Case Study
14. Ch 2: Value Chains
15. Ch 2: Learning Outcomes
16. Ch 2: Introduction
17. 2-1: The Concept of Value
18. 2-2: Value Chain Paradigms and Perspectives
19. 2-3: Value Chain Decisions
20. 2-4: Offshoring and Reshoring
21. 2-5: Value Chains in a Global Business Environment
22. 2-6: Sustainable Value Chains
23. Ch 2: Discussion Questions
24. Ch 2: Problems and Activities
25. Ch 2: Bookmaster Case Study
26. Ch 3: Measuring Performance in Operations
27. Ch 3: Learning Outcomes
28. Ch 3: Introduction
29. 3-1: Types of Performance Measures
30. 3-2: Analytics in Operations Management
31. 3-3: Designing Measurement Systems in Operations
32. 3-4: Models of Organizational Performance
33. Ch 3: Discussion Questions
34. Ch 3: Problems and Activities
35. Ch 3: BankUSA: Credit Card Division Case Study
36. Ch 4: Operations Strategy
37. Ch 4: Learning Outcomes
38. 4-1: Gaining Competitive Advantage
39. 4-2: Understanding Customer Wants and Needs
40. 4-3: Evaluating Goods and Services
41. 4-4: Competitive Priorities
42. 4-5: OM and Strategic Planning
43. 4-6: A Framework for Operations Strategy
44. Ch 4: Discussion Questions
45. Ch 4: Problems and Activities
46. Ch 4: Sustainable Lawn Care Case Study
47. Part 2
48. Ch 5: Technology and Operations Management
49. Ch 5: Learning Outcomes
50. Ch 5: Introduction
51. 5-1: Understanding Technology in Operations
52. 5-2: Technology in Value Chains
53. 5-3: Benefits and Challenges of Technology
54. 5-4: Technology Decisions and Implementation
55. Ch 5: Discussion Questions
56. Ch 5: Problems and Activities
57. Ch 5: Bracket International—The RFID Decision Case Study
58. Ch 6: Goods and Service Design
59. Ch 6: Learning Outcomes
60. Ch 6: Introduction
61. 6-1: Designing Goods and Services
62. 6-2: Customer-Focused Design
63. 6-3: Designing Manufactured Goods
64. 6-4: Service-Delivery System Design
65. 6-5: Service-Encounter Design
66. 6-6: An Integrative Case Study of Lenscrafters
67. Ch 6: Discussion Questions
68. Ch 6: Problems and Activities
69. Ch 6: Tom’s Auto Service Case Study
70. Ch 7: Process Selection, Design, and Analysis
71. Ch 7: Learning Outcomes
72. Ch 7: Introduction
73. 7-1: Process Choice Decisions
74. 7-2: The Product-Process Matrix
75. 7-3: The Service-Positioning Matrix
76. 7-4: Process Design
77. 7-5: Process Analysis and Improvement
78. 7-6: Process Design and Resource Utilization
79. Ch 7: Discussion Questions
80. Ch 7: Problems and Activities
81. Ch 7: Hopewell Hospital Pharmacy Case Study
82. Ch 8: Facility and Work Design
83. Ch 8: Learning Outcomes
84. Ch 8: Introduction
85. 8-1: Facility Layout
86. 8-2: Designing Product Layouts
87. 8-3: Designing Process Layouts
88. 8-4: Workplace Design
89. Ch 8: Discussion Questions
90. Ch 8: Problems and Activities
91. Ch 8: BankUSA: Cash Movement Case Study
92. Ch 9: Supply Chain Design
93. Ch 9: Learning Outcomes
94. Ch 9: Introduction
95. 9-1: Understanding Supply Chains
96. 9-2: Designing the Supply Chain
97. 9-3: Sustainable Supply Chains
98. 9-4: Measuring Supply Chain Performance
99. 9-5: Location Decisions in Value Chains
100. 9-6: Managing Supply Chains
101. Ch 9: Discussion Questions
102. Ch 9: Problems and Activities
103. Ch 9: Boston Red Sox Spring Training Decision Case Study

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