Cases in Operations Management: Building Customer Value Through World-Class Operations / Edition 1 available in Paperback
The Ivey Casebook Series is a co-publishing partnership between SAGE Publications and the Richard Ivey School of Business at The University of Western Ontario. Due to their popularity in more than 60 countries, approximately 200 new cases are added to the Ivey School of Business library each year.
Each of the casebooks comes equipped with instructor's resources on CD-ROM. These affordable case collections will not only help students connect to real-world situations, but also will benefit corporations seeking to promote continuing education.
Cases in Operations Management: Building Customer Value Through World-Class Operations is unique in its strong grounding in real-world decisions. The cases are structured into six chapters, each of which offers an overview of key concepts. Given that most managers will need to function effectively in an international context, the cases draw from challenges faced by experienced managers in such varied settings as China, France, India, Italy, Japan, the Netherlands, Trinidad, Vietnam, and others, in addition to the United States and Canada. These cases continue to illustrate basic concepts while expanding students' understanding of economic, political, and cultural concerns that must be interwoven into such key areas as process design, quality, and supply chain management.
About the Author
Robert Klassen is an Associate Professor of Operations Management at Ivey. Prior to joining the Ivey Business School in 1995, he completed his Ph D at the University of North Carolina - Chapel Hill. His work experience includes a variety of managerial and technical positions in the steel, consumer products and petroleum sectors. Professor Klassen’s research interests focus on exploring the linkages between operations and the natural environment, including international challenges. This research has emphasized, first, characterizing the pattern of investment in environmental technologies, and second, understanding both the antecedents and performance outcomes of these investments. His research has been published in Management Science, Journal of Operations Management, Academy of Management Journal, and Decision Sciences, among others. He is currently serving as an Associate Editor for the Journal of Operations Management. Professor Klassen also has served as the Chair of the Operations Management division of the Academy of Management. Professor Klassen wrote the Canadian adaptation of the bestselling Operations Management text, Foundations of Operations Management, by Lee J. Krajewski and Larry P. Ritzman.
Larry Menor is an Assistant Professor in the Operations Management Area Group and J.J. Wettlaufer Faculty Fellow at the Richard Ivey School of Business. He received his doctorate from the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.
Professor Menor's research interests focus primarily on service management and operations strategy issues. His current research efforts revolve specifically around new service development. He is also actively involved as an Associate Investigator in the International Service Study, a multi-university international research initiative focused specifically on practice drivers and performance of service organizations worldwide. His research has been published in academic journals such as Manufacturing & Service Operations Management, Production and Operations Management, Journal of Operations Management, and International Journal of Service Industry Management. He also recently served as Guest Editor for a Production and Operations Management Special Issue on "Designing and Managing Service Operations." Professor Menor serves as an Senior Editor for Production and Operations Management and Associate/Feature Editor for POMS Chronicle. He also serves on the Editorial Review Board for Manufacturing & Service Operations Management and Decision Sciences.
Table of Contents
Introduction to the Ivey Casebook Series - Paul W. BeamishPreface1. Developing Word-Class Operations Industrie Pininfarina: The New Customer Decision Fell-Fab Products (A) Unicon Concrete Products (H.K.) Ltd. 2. Process Design Earth Buddy® Greaves Brewery Quinte MRI ING Direct Canada Celestica Inc. - Memory Business Unit Thera-Aid Medical Devices Introduction to Process Simulation Red Cross Mobile Blood Clinics - Improving Donor Service Introduction to Inventory Control and Independent Demand Mc Leod Motors Ltd. Iron Ore Company of Ontario VBF Tubing (Abridged) 3. Planning and Control Greaves Brewery: Bottle Replenishment Yield Management at American Airlines Mac Pherson Refrigeration Limited Lamson Corporation (R) Martin Trailers Limited Illustrious Corporation 4. Project Management Note on Project Management Fundamentals Gadget Toy Company H.M.S. Pinafore CPSim: The Critical Path Simulator (Windows Version) Waterloo Regional Police Services: The CIMS Project 5. Quality Long Xi Machinery Works - Quality Improvement (A) Blue Mountain Resorts: The Service Quality Journey Noram Foods Hillcrest Auto Mutual Life of Canada - The Group Client Service Guarantee (A)6. Supply Chain Management International Decorative Glass Spin Master Toys (A): Finding a Manufacturer for E-Chargers Dabbawallahs of Mumbai (A) Daikin Industries Grocery Gateway: Customer Delivery Operations Ladner Building Products Canadian Pharmaceutical Distribution Network 7. Operations Strategy Butler Metal Products: Focusing the Factory Mitel Semiconductor Electrosteel Castings Limited Blinds To Go: Invading the Sunshine State ASIMCO International Casting Company (A) The Atlanta Symphony Orchestra Navistar: Environmental Management (A) Indian Oil Corporation Limited. - The Mathura Refinery About the Editors