Table of Contents
Introduction 1
Part I: Getting Started with Operations Management 5
Chapter 1: Discovering the Fundamentals of Operations Management 7
Chapter 2: Defining and Evaluating Processes 19
Chapter 3: Designing Processes to Meet Goals 33
Chapter 4: Dealing with Shared Resources, Batches, and Rework 49
Chapter 5: Designing Your Process to Match Your Product or Service 67
Part II: Managing Variability and Risk 83
Chapter 6: Forecasting Demand 85
Chapter 7: Planning Capacity 99
Chapter 8: Managing Inventory 121
Chapter 9: Planning for Successful Operations 145
Chapter 10: Managing the Supply Chain 161
Part III: Improving Operations 177
Chapter 11: Becoming Lean 179
Chapter 12: Managing Quality 197
Chapter 13: Creating a Quality Organization 221
Part IV: Managing Projects 239
Chapter 14: Using Communication and Leadership Skills When Managing Projects 241
Chapter 15: Estimating and Scheduling Projects 255
Chapter 16: Responding to Risks That Threaten Your Project 277
Part V: Scaling and Globalizing Your Operations 297
Chapter 17: Considering Outsourcing 299
Chapter 18: Scaling Operations throughout the Product Life Cycle 313
Part VI: The Part of Tens 331
Chapter 19: Ten Pivotal Operations Management Developments 333
Chapter 20: Ten Mistakes That New Operations Managers Make 339
Chapter 21: Ten Traits of World-Class Operations 345
Index 351