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In this textbook, Heizer (business administration, Texas Lutheran U.) and Render (operations management, Rollins College) provide a broad introduction to the field of operations management. A sampling of topics includes operations strategy for competitive advantage, forecasting, design of goods and

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• About the Authors(p. vi)
• Foreword(p. ix)
• Preface(p. xxi)
• Part 1 Introduction to Operations Management
• 1. Operations and Productivity(p. 1)
• Global Company Profile: Whirlpool(p. 2)
• What is Operations Management?(p. 4)
• The Heritage of Operations Management(p. 4)
• Why Study OM?(p. 6)
• What Operations Managers Do(p. 7)
• Organizing to Produce Goods and Services(p. 8)
• Where Are the OM Jobs?(p. 10)
• Exciting New Trends in Operations Management(p. 10)
• Operations in the Service Sector(p. 12)
• The Productivity Challenge(p. 15)
• The Challenge of Social Responsibility(p. 22)
• 2. Operations Strategy for Competitive Advantage(p. 29)
• Global Company Profile: Komatsu(p. 30)
• Identifying Missions and Strategies(p. 32)
• Achieving Competitive Advantage Through Operations(p. 34)
• Ten Strategic OM Decisions(p. 37)
• Issues in Operations Strategy(p. 40)
• Strategy Development and Implementation(p. 43)
• 3. Operations in a Global Environment(p. 53)
• Global Company Profile: Boeing(p. 54)
• Why Global Operations are Important(p. 56)
• Achieving Global Operations(p. 60)
• Global Issues in Service Operations(p. 64)
• Global Operations Strategies(p. 66)
• 4. Forecasting(p. 75)
• Global Company Profile: Tupperware Corporation(p. 76)
• What is Forecasting?(p. 78)
• Types of Forecasts(p. 79)
• The Strategic Importance of Forecasting(p. 79)
• Seven Steps in the Forecasting System(p. 80)
• Forecasting Approaches(p. 81)
• Time-Series Forecasting(p. 82)
• Associative Forecasting Methods: Regression and Correlation Analysis(p. 101)
• Monitoring and Controlling Forecasts(p. 107)
• Forecasting in the Service Sector(p. 110)
• Part 2 Designing Operations
• 5. Design of Goods and Services(p. 129)
• Global Company Profile: Regal Marine(p. 130)
• Goods and Services Selection(p. 132)
• Product Development(p. 137)
• Issues for Product Design(p. 143)
• Time-Based Competition(p. 146)
• Defining the Product(p. 149)
• Documents for Production(p. 152)
• Service Design(p. 153)
• Application of Decision Trees to Product Design(p. 157)
• Transition to Production(p. 158)
• 6. Managing Quality(p. 167)
• Global Company Profile: Motorola(p. 168)
• Quality and Strategy(p. 170)
• Defining Quality(p. 171)
• International Quality Standards(p. 173)
• Total Quality Management(p. 174)
• Tools of TQM(p. 179)
• The Role of Inspection(p. 183)
• TQM in Services(p. 186)
• Supplement 6: Statistical Process Control(p. 197)
• Statistical Process Control (SPC)(p. 198)
• Process Capability(p. 213)
• Acceptance Sampling(p. 214)
• 7. Process Strategy and Capacity Planning(p. 231)
• Global Company Profile: Dell Computer Corp.(p. 232)
• Four Process Strategies(p. 234)
• Process Analysis and Design(p. 243)
• Service Process Design(p. 247)
• Process Reengineering(p. 249)
• Environmentally Friendly Processes(p. 250)
• Selection of Equipment and Technology(p. 251)
• Capacity(p. 251)
• Break-Even Analysis(p. 256)
• Strategy-Driven Investments(p. 261)
• Supplement 7: Operations Technology, the Internet, and ERP(p. 279)
• The Internet(p. 280)
• Design Technology(p. 282)
• Production Technology(p. 284)
• Technology in Services(p. 287)
• Information Sciences in Operations(p. 288)
• Enterprise Resource Planning (ERP)(p. 292)
• 8. Location Strategies(p. 299)
• Global Company Profile: Federal Express(p. 300)
• The Strategic Importance of Location(p. 302)
• Factors that Affect Location Decisions(p. 303)
• Methods of Evaluating Location Alternatives(p. 308)
• Service Location Strategy(p. 314)
• 9. Layout Strategy(p. 333)
• Global Company Profile: McDonald's(p. 334)
• The Strategic Importance of Layout Decisions(p. 336)
• Types of Layout(p. 336)
• Fixed-Position Layout(p. 337)
• Process-Oriented Layout(p. 339)
• Office Layout(p. 348)
• Retail Layout(p. 350)
• Warehousing and Storage Layouts(p. 352)
• Repetitive and Product-Oriented Layout(p. 354)
• 10. Human Resources and Job Design(p. 379)
• Global Company Profile: Southwest Airlines(p. 380)
• Human Resource Strategy for Competitive Advantage(p. 382)
• Labor Planning(p. 383)
• Job Design(p. 385)
• The Visual Workplace(p. 398)
• Labor Standards(p. 398)
• Supplement 10: Work Measurement(p. 407)
• Labor Standards and Work Measurement(p. 408)
• Historical Experience(p. 409)
• Time Studies(p. 409)
• Predetermined Time Standards(p. 415)
• Work Sampling(p. 416)
• Part 3 Managing Operations
• 11. Supply-Chain Management(p. 431)
• Global Company Profile: Volkswagen(p. 432)
• The Strategic Importance of the Supply Chain(p. 434)
• Purchasing(p. 436)
• Supply-Chain Strategies(p. 438)
• Vendor Selection(p. 442)
• Managing the Supply Chain(p. 444)
• Internet Purchasing(p. 446)
• Materials Management(p. 448)
• Benchmarking Supply-Chain Management(p. 449)
• Supplement 11: E-commerce and Operations Management(p. 457)
• Electronic Commerce(p. 458)
• Security in the E-commerce Environment(p. 459)
• Economics of E-commerce(p. 460)
• Product Design(p. 460)
• E-Procurement(p. 461)
• Inventory Tracking(p. 463)
• Inventory Reduction(p. 464)
• Scheduling and Logistics Improvements(p. 465)
• 12. Inventory Management(p. 471)
• Global Company Profile: Green Gear Cycling(p. 472)
• Functions of Inventory(p. 474)
• Inventory Management(p. 475)
• Inventory Models(p. 479)
• Inventory Models for Independent Demand(p. 480)
• Probabilistic Models with Constant Lead Time(p. 495)
• Fixed Period Systems(p. 498)
• Supplement 12: Just-in-Time Systems(p. 515)
• Just-in-Time Philosophy(p. 516)
• Suppliers(p. 518)
• JIT Layout(p. 521)
• Inventory(p. 522)
• Scheduling(p. 525)
• Quality(p. 529)
• Employee Empowerment(p. 529)
• Lean Production(p. 529)
• JIT in Services(p. 530)
• 13. Aggregate Planning(p. 537)
• Global Company Profile: Anheuser-Busch(p. 538)
• The Planning Process(p. 540)
• The Nature of Aggregate Planning(p. 541)
• Aggregate Planning Strategies(p. 543)
• Methods for Aggregate Planning(p. 547)
• Aggregate Planning in Services(p. 555)
• 14. Material Requirements Planning (MRP)(p. 571)
• Global Company Profile: Collins Industries(p. 572)
• Dependent Inventory Model Requirements(p. 574)
• MRP Structure(p. 580)
• MRP Management(p. 586)
• Lot-Sizing Techniques(p. 587)
• Extensions of MRP(p. 591)
• MRP in Services(p. 595)
• Distribution Resource Planning (DRP)(p. 596)
• 15. Short-Term Scheduling(p. 613)
• Global Company Profile: Delta Airlines(p. 614)
• The Strategic Importance of Short-Term Scheduling(p. 616)
• Scheduling Issues(p. 616)
• Scheduling Process-Focused Work Centers(p. 619)
• Loading Jobs in Work Centers(p. 620)
• Sequencing Jobs in Work Centers(p. 626)
• Limitations of Rule-Based Dispatching Systems(p. 632)
• Finite Scheduling(p. 632)
• Theory of Constraints(p. 633)
• Bottleneck Work Centers(p. 634)
• Repetitive Manufacturing(p. 635)
• Scheduling for Services(p. 637)
• 16. Project Management(p. 655)
• Global Company Profile: Bechtel Group(p. 656)
• The Strategic Importance of Project Management(p. 658)
• Project Planning(p. 658)
• Project Scheduling(p. 661)
• Project Controlling(p. 663)
• Project Management Techniques: PERT and CPM(p. 663)
• Cost-Time Trade-Offs and Project Crashing(p. 677)
• A Critique of PERT and CPM(p. 679)
• 17. Maintenance and Reliability(p. 697)
• Global Company Profile: NASA(p. 698)
• The Strategic Importance of Maintenance and Reliability(p. 700)
• Reliability(p. 701)
• Maintenance(p. 704)
• Total Productive Maintenance(p. 709)
• Techniques for Establishing Maintenance Policies(p. 710)
• Appendix I Normal Curve Areas(p. 2)
• Appendix II Poisson Distribution Values(p. 4)
• Appendix III Values of e[superscript -lambda] for Use in the Poisson Distribution(p. 6)
• Appendix IV Table of Random Numbers(p. 6)
• Appendix V Using Excel OM and POM for Windows(p. 7)
• Appendix VI Solutions to Even-Numbered Problems(p. 11)