Operations Management, 3rd Edition provides a clear and accessible introduction to this important area of study, focusing on all key areas of operations in both manufacturing and service industries. Features: * Focuses on the subject from a European perspective. * Deals with the management of the creation of goods and the delivery of services to the customer. * Covers the main areas of operations strategy, the design of operations system and the management of operations over time. * Incorporates more strategic and international commentary. * Includes a strategy link section consisting of a paragraph relating each chapter topic to operations strategy. * Includes more end of chapter and quantitative exercises. * Cases have been updated throughout and now include:Service including public sector, international, a mix of mini-cases and a longer case for each chapter. * Accompanied by a comprehensive package of online learning support materials including: A robust testbank featuring 1500 questions, PowerPoint slides and a comprehensive instructor's manual A free interactive e-Book is included with every new copy of this text, featuring a wealth of embedded media, including: Animated worked examples, simulations, virtual tours, videos, flashcards and practice quizzes.
bout the Author xv Preface xvi Acknowledgements xvi Content xvii A Guide for Students xvii Online Resources xviii Lecturer Resources xviii New for the Th ird Edition xviii PART ONE INTRODUCTION 1 Chapter 1 Introduction 3 Introduction 3 What is operations management? 4 Th e history of operations management 5 Th e role of operations management 7 Th e process view of operations 8 Service operations management 10 Th e strategic role of operations 14 Technology and operations management 14 Case Studies 1.1 'First Bank' PLC 15 1.2 Manufacturing's Decline Partly Due to Services Shift 16 1.3 A Student's Perspective 17 Chapter 2 Operations Strategy 22 Introduction 22 What is strategy? 23 Judging the contribution of operations to strategy 25 Measuring the contribution of operations to strategy 27 Operations strategy approaches 33 Operations strategy alignment 36 Operations strategy formulation 37 Operations strategy implementation 45 Case Studies 2.1 Findus 25 2.2 Gecko 30 2.3 Operations Strategy in Action 32 2.4 Texon 35 2.5 Pure Gym 49 PART TWO DESIGN 53 Chapter 3 Process Types 55 Introduction 56 Manufacturing process types 56 Service process types 59 Matching process type with volume and variety 62 Choosing a process type 63 Case Studies 3.1 Ashburton Products 65 3.2 Democracy Made with Personalised Products 66 3.3 Th e Mini 68 Chapter 4 Layout Types and Layout Design 71 Introduction 71 Layout types 72 Layout design 80 Case Studies 4.1 Line Balancing in a Manufacturing Plant 88 4.2 M&S 91 Chapter 5 Facility Design: Supply, Capacity and Location 96 Introduction 97 Supply network design 97 Long-term capacity planning 102 Facility location 108 Location selection techniques 112 Case Studies 5.1 IoD Advocates Space Hub to Lift Economy 101 5.2 Th e Supply Chains that Could Bind Unsuspecting Managers 106 5.3 Moving Textile Manufacturing Overseas 112 5.4 Mom-and-Pop Companies Face Struggle for Survival 118 5.5 Coca-Cola 120 Chapter 6 Process Technology 125 Introduction 126 Process technology for materials 126 Process technology for information 130 Process technology for customers 135 Choosing process technology 136 Case Studies 6.1 Spencer Davis Engineering 127 6.2 Kennedys 134 6.3 Retail Applications of Transaction Processing Systems by Sainsbury's 138 6.4 RFID American Apparel 139 Chapter 7 Product and Service Design 143 Introduction 144 Developing product and service designs 144 Th e relationship between product/service design and process design 145 Th e design process 145 Service design 155 Improving design 157 Case Studies 7.1 Product Development at Fracino 155 7.2 Benugo 157 7.3 Wine-on-the-go 166 Chapter 8 Process Design 170 Introduction 170 Steps in process design 171 Tools for process design 173 Case Studies 8.1 Why the Bunker Mentality has become a Corporate Liability 182 8.2 Designing a Custody-of-Prisoner Process at a Police Force 184 8.3 F1 Pitstop 188 Chapter 9 Job and Work Design 192 Introduction 193 Behavioural aspects of job design 193 Physical aspects of job design 200 Work study 201 Case Studies 9.1 Innocent 197 9.2 Keep up Motivation Levels through Long Summer Days 198 9.3 Design Space: A more ergonomic earphone 201 9.4 Experience Curves 209 9.5 Th e Creative Space 210 PART THREE MANAGEMENT 215 Chapter 10 Operations Planning and Control 217 Introduction 218 Operations planning 218 Operations control 220 Optimized production technology (OPT) 231 Case Studies 10.1 Workforce Scheduling at a Police Communications Centre 227 10.2 Car Mechanics Ltd 229 10.3 Using Workforce Scheduling to Lower Labour Costs 235 10.4 Ocado 235 Chapter 11 Capacity Management 240 Introduction 241 Measuring demand 241 Measuring capacity 243 Reconciling capacity and demand 246 Evaluating alternatives and making a choice 251 Appendix: Forecasting 257 Case Studies 11.1 Lloyds Cameras Cut Time in Queues 256 11.2 Queuing Th eory 267 11
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