1 Introduction to Operations Management Chapter Overview What Is Operations Management? Differences Between Manufacturing and Service Organizations Operations Management Decisions Historical Development Today''s OM Environment Operations Management in Practice Within OM: How It All Fits Together 2 Operations Strategy and Competitiveness Chapter Overview The Role of Operations Strategy Developing a Business Strategy Developing an Operations Strategy Strategic Role of Technology Productivity Operations Strategy Within OM: How It All Fits Together 3 Product Design and Process Selection Chapter Overview Product Design The Product Design Process Factors Impacting Product Design Process Selection Designing Processes Process Performance Metrics Linking Product Design and Process Selection Technology Decisions Designing Services Product Design and Process Selection Within OM: How It All Fits Together 4 Supply Chain Management Chapter Overview Basic Supply Chains Issues Affecting Supply Chain Management The Role of Purchasing Sourcing Decisions The Role of Warehouses Implementing Supply Chain Management Supply Chain Management Within OM: How It All Fits Together 5 Total Quality Management Chapter Overview Defining Quality Cost of Quality The Evolution of Total Quality Management (TQM) The Philosophy of TQM Quality Awards and Standards Why TQM Efforts Fail Total Quality Management (TQM) Within OM: How It All Fits Together 6 Statistical Quality Control Chapter Overview What Is Statistical Quality Control? Sources of Variation: Common and Assignable Causes Descriptive Statistics Statistical Process Control Methods Control Charts for Variables Control Charts for Attributes Process Capability Six Sigma Quality Acceptance Sampling Implications for Managers Statistical Quality Control in Services Statistical Quality Control (SQC) Within OM: How It All Fits Together 7 Just-in-Time and Lean Systems Chapter Overview The Philosophy of JIT Elements of JIT Just-in-Time Manufacturing Total Quality Management Respect for People Benefits of JIT Implementing JIT JIT in Services JIT and Lean Systems Within OM: How It All Fits Together 8 Forecasting Chapter Overview Principles of Forecasting Steps in the Forecasting Process Types of Forecasting Methods Time Series Models Causal Models Measuring Forecast Accuracy Selecting the Right Forecasting Model Collaborative Planning, Forecasting, and Replenishment (CPFR) Forecasting Within OM: How It All Fits Together 9 Capacity Planning and Facility Location Chapter Overview Capacity Planning Making Capacity Planning Decisions Decision Trees Location Analysis Making Location Decisions Capacity Planning and Facility Location Within OM: How It All Fits Together 10 Facility Layout Chapter Overview What Is Layout Planning? Types of Layouts Designing Process Layouts Special Cases of Process Layout Designing Product Layouts Group Technology (Cell) Layouts Facility Layout Within OM: How It All Fits Together 11 Work System Design Chapter Overview Work System Design Job Design Work Measurement Compensation Work System Design within OM: How It All Fits Together 12 Inventory Management Chapter Overview Basic Inventory Principles Inventory Management Objectives Relevant Inventory Costs ABC Inventory Classification Inventory Record Accuracy Determining Order Quantities Determining Safety Stock Levels The Periodic Review System Inventory Management within OM: How It All Fits Together 13 Aggregate Planning Chapter Overview Business Planning Aggregate Planning Options Aggregate Plan Strategies Developing the Aggregate Plan Aggregate Planning within OM: How It All Fits Together 14 Resource Planning Chapter Overview Enterprise Resource Planning The Benefits and Costs of ERP Material Planning Systems How MRP Works Capacity Requirements Planning (CRP) Resource Planning Within OM: How It All Fits Together 15 Scheduling Chapter Overview Basic Scheduling Concepts Developing a Schedule of Operations Optimized Production Technology Scheduling Issues for Service Organizations Scheduling Within OM: Putting It All Together 16 Project Management Chapter Overview The Project Life Cycle Project Management Concepts Estimating the Probability of Completion Dates Reducing Project Completion Time The Critical Chain Approach Project Management Within OM: How It All Fits Together.