PART ONE --Directing the operation
1 Operations management 4
2 Operations performance 38
3 Operations strategy 72
4 Managing product and service
innovation 110
5 The structure and scope of supply 144
PART TWO --Designing the operation
7 The layout and look of facilities 217
8 Process technology 250
9 People in operations 281
Supplement to Chapter 9 —Work study 312
PART THREE --Deliver
10 Planning and control 322
11 Capacity management 358
Supplement to Chapter 11 —
Analytical queuing models 399
12 Supply chain management 406
13 Inventory management 442
14 Planning and control systems 480
Supplement to Chapter 14 —Materials requirements planning (MRP) 503
PART FOUR --Development
15 Operations improvement 512
16 Lean operations 552
17 Quality management 585
Supplement to Chapter 17 —
Statistical process control (SPC) 620
18 Managing risk and recovery 633
19 Project management 663
Glossary 700
Index 715
Credits 735