|Product dimensions:||8.50(w) x 10.80(h) x 1.20(d)|
About the Author
David Collier is one of the top five international authorities in service operations management. He is a member of the Faculty of Management Science, Fisher College of Business, The Ohio State University. He holds a B.S. in Mechanical Engineering and an M.B.A. from the University of Kentucky, and a Ph.D. in Production and Operations Management from The Ohio State University. Prior to his academic career, he worked in materials management for Babcock and Wilcox Company. Dr. Collier is the author of three previous books on service management and quality management, SERVICE MANAGEMENT: THE AUTOMATION OF SERVICES; SERVICE MANAGEMENT: OPERATING DECISIONS; AND THE SERVICE/QUALITY SOLUTION: USING SERVICE MANAGEMENT TO GAIN COMPETITIVE ADVANTAGE. He is the recipient of five awards for outstanding journal articles, has written and published eight invited book chapters, seven of his cases have been reprinted in major marketing and operations management textbooks, and he has over 70 referenced publications. A 2004 citation review found that over 200 journal articles have referenced Dr. Collier's research. Professor Collier was nominated and selected to the 1991 and 1992 Board of Examiners for the Malcolm Baldrige National Quality Award. He has worked with many organizations, such as AT&T, J.P. Morgan Chase Bank, Child Health Corporation of America, Emery Worldwide, Motorola, John Glenn Institute at Ohio State University, and the United States Postal Service. He served as faculty leader for a Six Sigma Black Belt Blended (Clicks and Bricks) Executive Program at the Fisher College of Business. Professor Collier has taught in the Executive M.B.A. program at the University of Warwickin England and several other international programs.
Jim Evans is full professor and director of the Total Quality Management Center at the University of Cincinnati. His esteemed service includes president of the Decision Sciences Institute 1997-1998. During the annual Quality Congress in May 2004, The American Society for Quality presented Jim and co-author Bill Lindsay with the Philip B. Crosby Medal. The Crosby Medal was presented to them for writing THE MANAGEMENT AND CONTROL OF QUALITY, 6e. The Crosby Medal was presented to the the authors "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods and techniques of quality management." Effective March 1, 2005, Jim was appointed by U.S. Secretary of Commerce Donald Evans to a three-year term as a member of the prestigious Judges Panel for the Malcolm Baldrige National Quality Award.
Table of ContentsPART 1. UNDERSTANDING OPERATIONS. 1. Goods, Services, and Operations Management. 2. Measuring Performance. 3. Operations Strategy. PART 2. DESIGNING OPERATING SYSTEMS. 4. Technology and Operations Management. 5. Goods and Service Design. 6. Process Design, Selection and Analysis. 7. Facility Design and Layout. 8. Designing The Supply And Value Chain. PART 3. MANAGING OPERATIONS. 9. Demand and Capacity Management. 10. Forecasting. 11. Managing Inventories. 12. Resource Planning. 13. Operational Scheduling and Sequencing. 14.Quality Management. 15. Statistical Process Control. 16. Lean Operating Systems. 17. Project Management. PART 4. LEVERAGING OPERATIONS. 18. Organizational Learning and High Performance Work Systems. 19. Globalization. PART 5. SUPPLEMENTAL MATERIALS ON CD-ROM.