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SAGE Publications
Cases in Operations Management: Building Customer Value Through World-Class Operations / Edition 1

Cases in Operations Management: Building Customer Value Through World-Class Operations / Edition 1

by Robert D. Klassen
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  • Product Details

    ISBN-13: 2901412913712
    Publisher: SAGE Publications
    Publication date: 07/28/2005
    Series: Ivey Casebook Series
    Edition description: New Edition
    Pages: 440
    Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

    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. Beamish
    1. 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

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