"Operations and Process Management provides a totally engaging study process with its questioning chapter structure, extensive use of insights from up to date cases and an excellent on-line interactive e-text. Programme members actually enjoy studying this textbook!" - Peter Race, Henley Business School "The book offers a comprehensive overview of OM topics. The authors presented each topic in an informative, useful, and interesting way . suitable for engineering and business students who want to explore Operations Management in depth. - Dr Jelena Vlajic, Queen's University Belfast "A practical book that includes the core of principles of operations and process management." - Xiaojun Wang, University of Bristol Written by best-selling authors in their field, the Fourth Edition of Operations and Process Management inspires a critical and applied mastery of the core principles and process which are fundamental to successfully managing business operations. Approaching the subject from a managerial perspective, this brand new text provides clear and concise coverage of the nature, principles, and practice of operations and process management. Features · NEW! Over 20 new and updated examples of operations in practice.

· NEW! Extended concept coverage now including business ecosystems, emotional process mapping, non-routine operational control, and improvement 'ambidexterity'. · NEW! Expanded coverage of internal and 'intangible' supply chains, designing 'services capes', sales and operations planning, alpha and beta testing, and knowledge management. · NEW! Expanded coverage on the value of complaints, failure recovery, project differentiation, and stakeholder management. · Cases and examples, drawn from a wide range of industries, provide an insight into the reality of managing operations and give practical understanding of the material. · A diagnostic approach allows effective assessment and improvement of operations and processes. This is the ideal text for students taking any practically-orientated MBA, executive MBA or executive course in Operations and Process Management.