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 |  موضوع: كتاب Operations Management - Processes and Supply Chains الأحد 06 نوفمبر 2016, 8:26 pm | |
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Operations Management - Processes and Supply Chains
GLOBAL EDITION
Lee J Krajewski
Professor Emeritus at The Ohio State University and the University of Notre Dame
Larry P Ritzman
Professor Emeritus at The Ohio State University and Boston College
Manoj K Malhotra
University of South Carolina
ويتناول الموضوعات الأتية :
Brief Contents
PART 1 Competing with Operations 21
1 USING OPERATIONS TO COMPETE 21
SUPPLEMENT A DECISION MAKING MODELS 51
2 MANAGING EFFECTIVE PROJECTS 69
PART 2 Designing and Managing Processes 109
3 DEVELOPING A PROCESS STRATEGY 109
4 ANALYZING PROCESSES 139
5 MANAGING QUALITY 177
6 PLANNING CAPACITY 221
SUPPLEMENT B WAITING LINE MODELS 245
7 MANAGING PROCESS CONSTRAINTS 263
8 DESIGNING LEAN SYSTEMS 295
PART 3 Designing and Managing Supply Chains 327
9 MANAGING INVENTORIES 327
SUPPLEMENT C SPECIAL INVENTORY MODELS 365
10 DESIGNING EFFECTIVE SUPPLY CHAINS 379
11 LOCATING FACILITIES 405
12 INTEGRATING THE SUPPLY CHAIN 431
13 MANAGING SUSTAINABLE SUPPLY CHAINS 461
14 FORECASTING DEMAND 483
15 PLANNING AND SCHEDULING OPERATIONS 527
16 PLANNING SUFFICIENT RESOURCES 563
SUPPLEMENT D LINEAR PROGRAMMING MODELS 607
Appendix 1 NORMAL DISTRIBUTION 637
Appendix 2 TABLE OF RANDOM NUMBERS 638
Glossary 639
Name Index 653
Subject Index 657
MYOMLAB SUPPLEMENTS
SUPPLEMENT E SIMULATION E-1
SUPPLEMENT F FINANCIAL ANALYSIS F-1
SUPPLEMENT G ACCEPTANCE SAMPLING PLANS G-1
SUPPLEMENT H MEASURING OUTPUT RATES H-1
SUPPLEMENT I LEARNING CURVE ANALYSIS I-1
SUPPLEMENT J OPERATIONS SCHEDULING J-1
6Contents
7
Preface 13
PART 1 Competing with Operations 21
1 USING OPERATIONS
TO COMPETE 21
Scholastic and Harry Potter 21
Operations and Supply Chain Management across
the Organization 22
Historical Evolution of Operations and
Supply Chain Management 23
A Process View 24
How Processes Work 24
Nested Processes 25
Service and Manufacturing Processes 25
The Supply Chain View 26
Core Processes 27
Support Processes 27
Operations Strategy 27
Corporate Strategy 28
Market Analysis 30
Competitive Priorities and Capabilities 31
Order Winners and Qualifiers 31
Using Competitive Priorities: An Airline Example 33
Operations Strategy as a Pattern of Decisions 35
Trends in Operations Management 36
Productivity Improvement 36
Global Competition 37
Managerial Practice 1.1 Japanese Earthquake and
its Supply Chain Impact 39
Ethical, Workforce Diversity, and
Environmental Issues 39
Operations Management as a Set of Decisions 40
Computerized Decision-Making Tools 41
Addressing the Challenges in Operations
Management 41
Part 1: Competing with Operations 41
Part 2: Designing and Managing Processes 41
Part 3: Designing and Managing Supply
Chains 42
Adding Value with Process Innovation in
Supply Chains 42
Managerial Practice 1.2 Zara–“Fast Fashion”
Operational Innovation 42
Learning Goals in Review 43
MyOMLab Resources 43
Key Equation 43
Key Terms 44
Solved Problems 44
Discussion Questions 45
Problems 46
Advanced Problems 47
Active Model Exercise 48
Video Case Operations as a Competitive Weapon
at Starwood 49
Case Theorganicgrocer.com 49
Selected References 50
SUPPLEMENT A Decision Making
Models 51
Break-Even Analysis 51
Evaluating Services or Products 52
Evaluating Processes 53
Preference Matrix 55
Decision Theory 56
Decision Making under Certainty 56
Decision Making under Uncertainty 57
Decision Making under Risk 58
Decision Trees 59
Learning Goals in Review 61
MyOMLab Resources 61
Key Equations 62
Key Terms 62
Solved Problems 62
Problems 65
Selected References 68
2 MANAGING EFFECTIVE
PROJECTS 69
XBOX 360 69
Project Management across the Organization 71
Defining and Organizing Projects 71
Defining the Scope and Objectives of a Project 71
Selecting the Project Manager and Team 72
Recognizing Organizational Structure 72
Planning Projects 73
Defining the Work Breakdown Structure 73
Diagramming the Network 74
Developing the Schedule 77
Analyzing Cost–Time Trade-Offs 80
Assessing Risks 84
Managerial Practice 2.1 Deadline 2004 85
Analysis 86
Monitoring and Controlling Projects 89
Monitoring Project Status 89
Monitoring Project Resources 90
Controlling Projects 90
Learning Goals in Review 91
MyOMLab Resources 91
Key Equations 92
Key Terms 92
Solved Problems 92
Discussion Questions 97
Problems 97
Advanced Problems 102
Active Model Exercise 105
Video Case Project Management at the Phoenician 106
Case The Pert Mustang 107
Selected References 108PART 2 Designing and Managing Processes 109
3 DEVELOPING A PROCESS
STRATEGY 109
eBay 109
Process Strategy across the Organization 110
Supply Chains Have Processes 110
Processes Are Not Just in Operations 111
Process Strategy Decisions 111
Process Structure in Services 112
Nature of Service Processes: Customer Contact 112
Customer-Contact Matrix 113
Service Process Structuring 114
Process Structure in Manufacturing 114
Product-Process Matrix 114
Manufacturing Process Structuring 115
Production and Inventory Strategies 116
Layout 117
Gather Information 117
Develop a Block Plan 118
Applying the Weighted-Distance Method 118
Design a Detailed Layout 120
Customer Involvement 120
Possible Disadvantages 121
Possible Advantages 121
Resource Flexibility 122
Workforce 122
Equipment 122
Capital Intensity 122
Automating Manufacturing Processes 123
Automating Service Processes 123
Economies of Scope 124
Strategic Fit 124
Managerial Practice 3.1 DP World Steps Up International
Shipping 125
Decision Patterns for Service Processes 125
Decision Patterns for Manufacturing Processes 126
Gaining Focus 127
Strategies for Change 128
Process Reengineering 128
Process Improvement 129
Learning Goals in Review 129
MyOMLab Resources 129
Key Equations 130
Key Terms 130
Solved Problems 130
Discussion Questions 131
Problems 132
Active Model Exercise 134
Case Sims Metal Management 135
Selected References 136
4 ANALYZING PROCESSES 139
McDonald’s Corporation 139
Process Analysis across the Organization 141
A Systematic Approach 141
Step 1: Identify Opportunities 141
Step 2: Define the Scope 142
Step 3: Document the Process 142
Step 4: Evaluate Performance 142
Step 5: Redesign the Process 143
Step 6: Implement Changes 143
Documenting the Process 143
Flowcharts 143
Swim Lane Flowcharts 145
Service Blueprints 146
Work Measurement Techniques 147
Evaluating Performance 151
Data Analysis Tools 152
Redesigning the Process 155
Generating Ideas: Questioning and Brainstorming 155
Benchmarking 157
Managerial Practice 4.1 Baptist Memorial Hospital 157
Managing and Implementing Processes 158
Learning Goals in Review 160
MyOMLab Resources 160
Key Terms 161
Solved Problems 161
Discussion Questions 164
Problems 165
Advanced Problems 171
Active Model Exercise 172
Video Case Process Analysis at Starwood 172
Case José’s Authentic Mexican Restaurant 174
Selected References 175
5 MANAGING QUALITY 177
Verizon Wireless 177
Quality and Performance across the Organization 178
Costs of Quality 179
Prevention Costs 179
Appraisal Costs 179
Internal Failure Costs 179
External Failure Costs 179
Ethics and Quality 179
Total Quality Management 180
Customer Satisfaction 180
Employee Involvement 181
Managerial Practice 5.1 Quality and Performance
at Omega 182
Continuous Improvement 183
Six Sigma 184
Six Sigma Improvement Model 184
Acceptance Sampling 185
Statistical Process Control 186
Variation of Outputs 186
Control Charts 189
Statistical Process Control Methods 190
Control Charts for Variables 190
Control Charts for Attributes 194
Process Capability 197
Defining Process Capability 198
Using Continuous Improvement to Determine
the Capability of a Process 199
Quality Engineering 199
International Quality Documentation Standards 201
The ISO 9001:2008 Documentation Standards 201
ISO 14000:2004 Environmental Management
System 201
ISO 26000:2010 Social Responsibility Guidelines 201
Benefits of ISO Certification 202
Baldrige Performance Excellence Program 202
8 CONTENTSLearning Goals in Review 203
MyOMLab Resources 203
Key Equations 204
Key Terms 205
Solved Problems 205
Discussion Questions 208
Problems 209
Advanced Problems 214
Active Model Exercise 217
Video Case Process Performance and Quality at Starwood
Hotels & Resorts 217
Experiential Learning Statistical Process Control with a Coin
Catapult 218
Selected References 219
6 PLANNING CAPACITY 221
Sharp Corporation 221
Planning Capacity across the Organization 223
Planning Long-Term Capacity 223
Measures of Capacity and Utilization 223
Economies of Scale 224
Diseconomies of Scale 224
Capacity Timing and Sizing Strategies 225
Sizing Capacity Cushions 225
Timing and Sizing Expansion 226
Managerial Practice 6.1 Expansionist Capacity Strategy in the
Ethanol Industry 227
Linking Capacity and Other Decisions 227
A Systematic Approach to Long-Term Capacity
Decisions 228
Step 1: Estimate Capacity Requirements 228
Step 2: Identify Gaps 230
Step 3: Develop Alternatives 230
Step 4: Evaluate the Alternatives 230
Tools for Capacity Planning 232
Waiting-Line Models 232
Simulation 233
Decision Trees 233
Learning Goals in Review 233
MyOMLab Resources 234
Key Equations 234
Key Terms 235
Solved Problems 235
Discussion Questions 237
Problems 237
Advanced Problems 240
Video Case Gate Turnaround at Southwest Airlines 242
Case Fitness Plus, Part A 243
Selected References 244
SUPPLEMENT B Waiting Line Models 245
Why Waiting Lines Form 245
Uses of Waiting-Line Theory 246
Structure of Waiting-Line Problems 246
Customer Population 246
The Service System 247
Priority Rule 249
Probability Distributions 249
Arrival Distribution 249
Service Time Distribution 250
Using Waiting-Line Models to Analyze Operations 250
Single-Server Model 251
Multiple-Server Model 253
Little’s Law 254
Finite-Source Model 255
Waiting Lines and Simulation 256
Decision Areas for Management 257
Learning Goals in Review 258
MyOMLab Resources 258
Key Equations 259
Key Terms 260
Solved Problem 260
Problems 260
Advanced Problems 262
Selected References 262
7 MANAGING PROCESS
CONSTRAINTS 263
The Radcliffe Infirmary 263
Managing Constraints across the Organization 265
The Theory of Constraints 265
Key Principles of the TOC 266
Identification and Management of Bottlenecks 267
Managing Bottlenecks in Service Processes 267
Managing Bottlenecks in Manufacturing
Processes 268
Managerial Practice 7.1 The Drum-Buffer-Rope System
at a U.S. Marine Corps Maintenance Center 273
Managing Constraints in a Line Process 274
Line Balancing 274
Managerial Considerations 278
Learning Goals in Review 279
MyOMLab Resources 279
Key Equations 280
Key Terms 280
Solved Problems 280
Discussion Questions 282
Problems 282
Advanced Problems 285
Experiential Learning Min-Yo Garment Company 289
Video Case Constraint Management at Southwest Airlines 292
Selected References 293
8 DESIGNING LEAN SYSTEMS 295
Panasonic Corporation 295
Lean Systems across the Organization 296
Continuous Improvement Using a Lean Systems
Approach 297
Supply Chain Considerations in Lean Systems 298
Close Supplier Ties 298
Small Lot Sizes 299
Process Considerations in Lean Systems 299
Pull Method of Work Flow 299
Quality at the Source 300
Uniform Workstation Loads 301
Standardized Components and Work Methods 302
Flexible Workforce 302
Automation 302
Five S Practices 302
Total Preventive Maintenance (TPM) 303
Toyota Production System 304
House of Toyota 304
CONTENTS 9Designing Lean System Layouts 305
One Worker, Multiple Machines 305
Group Technology 306
Value Stream Mapping 307
The Kanban System 310
General Operating Rules 311
Determining the Number of Containers 311
Other Kanban Signals 313
Operational Benefits and Implementation Issues 313
Organizational Considerations 313
Managerial Practice 8.1 Lean Systems at the University of
Pittsburgh Medical Center Shadyside 314
Process Considerations 315
Inventory and Scheduling 315
Learning Goals in Review 316
MyOMLab Resources 316
Key Equation 316
Key Terms 316
Solved Problems 317
Discussion Questions 319
Problems 319
Advanced Problems 321
Video Case Lean Systems at Autoliv 323
Case Duraweld Ltd. 324
Selected References 325
PART 3 Designing and Managing
Supply Chains 327
9 MANAGING INVENTORIES 327
Inventory Management at Walmart 327
Inventory Management across the Organization 328
Inventory and Supply Chains 329
Pressures for Small Inventories 329
Pressures for Large Inventories 330
Types of Inventory 331
Inventory Reduction Tactics 333
ABC Analysis 334
Economic Order Quantity 335
Calculating the EOQ 335
Managerial Insights from the EOQ 339
Inventory Control Systems 339
Continuous Review System 340
Periodic Review System 345
Managerial Practice 9.1 The Supply Chain Implications of
Periodic Review Inventory Systems at Celanese 346
Comparative Advantages of the Q and P Systems 348
Hybrid Systems 349
Learning Goals in Review 349
MyOMLab Resources 350
Key Equations 351
Key Terms 352
Solved Problems 352
Discussion Questions 356
Problems 356
Advanced Problems 360
Active Model Exercise 361
Experiential Learning Swift Electronic Supply, Inc. 361
Case Parts Emporium 363
Selected References 364
SUPPLEMENT C Special Inventory
Models 365
Noninstantaneous Replenishment 365
Quantity Discounts 368
One-Period Decisions 370
Learning Goals in Review 372
MyOMLab Resources 373
Key Equations 373
Key Term 373
Solved Problems 374
Problems 376
Selected References 377
10 DESIGNING EFFECTIVE
SUPPLY CHAINS 379
Nikon 379
Supply Chain Design across the Organization 381
Supply Chains for Services and Manufacturing 382
Services 382
Manufacturing 382
Measures of Supply Chain Performance 383
Inventory Measures 384
Financial Measures 385
Inventory Placement 387
Mass Customization 387
Competitive Advantages 387
Supply Chain Design for Mass Customization 388
Outsourcing Processes 389
Vertical Integration 390
Outsourcing 390
Managerial Practice 10.1 Building a Supply Chain for the
Dreamliner 392
Strategic Implications 392
Efficient Supply Chains 392
Responsive Supply Chains 393
The Design of Efficient and Responsive Supply Chains 394
Learning Goals in Review 395
MyOMLab Resources 396
Key Equations 396
Key Terms 396
Solved Problem 397
Discussion Questions 397
Problems 398
Advanced Problems 398
Experiential Learning Sonic Distributors 400
Case Brunswick Distribution, Inc. 401
Selected References 403
11 LOCATING FACILITIES 405
Bavarian Motor Works (BMW) 405
Location Decisions across the Organization 407
Factors Affecting Location Decisions 407
Dominant Factors in Manufacturing 408
Dominant Factors in Services 409
Geographical Information Systems and Location
Decisions 410
Managerial Practice 11.1 How Fast-Food Chains Use GIS
to Select Their Sites 411
Locating a Single Facility 411
Comparing Several Sites 412
10 CONTENTSApplying the Load–Distance Method 413
Using Break-Even Analysis 415
Locating a Facility Within a Supply Chain Network 416
Managerial Practice 11.2 General Electric’s Expansion
in India 417
The GIS Method for Locating Multiple Facilities 417
The Transportation Method 417
Learning Goals in Review 420
MyOMLab Resources 420
Key Equations 421
Key Terms 421
Solved Problems 421
Discussion Questions 424
Problems 425
Advanced Problems 428
Active Model Exercise 430
Selected References 430
12 INTEGRATING THE SUPPLY
CHAIN 431
Eastman Kodak 431
Supply Chain Integration across the Organization 432
Supply Chain Dynamics 433
External Causes 434
Internal Causes 434
Implications for Supply Chain Design 434
Integrated Supply Chains 435
New Service or Product Development Process 436
Design 436
Analysis 437
Development 437
Full Launch 437
Supplier Relationship Process 437
Sourcing 438
Design Collaboration 441
Negotiation 441
Buying 442
Information Exchange 444
The Order Fulfillment Process 445
Customer Demand Planning 445
Supply Planning 445
Production 445
Logistics 445
Managerial Practice 12.1 Order Fulfillment aboard the Coral
Princess 448
The Customer Relationship Process 448
Marketing 448
Order Placement 449
Customer Service 449
Levers for Improved Supply Chain Performance 450
The Levers 450
Performance Measures 451
Learning Goals in Review 451
MyOMLab Resources 451
Key Equations 452
Key Terms 452
Solved Problems 452
Discussion Questions 454
Problems 454
Advanced Problems 456
Video Case Sourcing Strategy at Starwood 458
Case Hassia Waters 459
Selected References 460
13 MANAGING SUSTAINABLE
SUPPLY CHAINS 461
FedEx 461
Sustainability across the Organization 463
Supply Chains and Environmental Responsibility 463
Reverse Logistics 464
Managerial Practice 13.1 Recycling at Hewlett-Packard and
Walmart 466
Energy Efficiency 467
Supply Chains, Social Responsibility, and Humanitarian
Logistics 472
Disaster Relief Supply Chains 473
Supply Chain Ethics 475
Managing Sustainable Supply Chains 477
Learning Goals in Review 477
MyOMLab Resources 477
Key Equations 478
Key Terms 478
Solved Problems 478
Discussion Questions 479
Problems 480
Video Case Supply Chain Sustainability at Clif Bar &
Company 481
Selected References 482
14 FORECASTING DEMAND 483
Motorola Mobility 483
Forecasting across the Organization 485
Demand Patterns 485
Key Decisions on Making Forecasts 486
Deciding What to Forecast 486
Choosing the Type of Forecasting Technique 486
Forecast Error 487
Computer Support 490
Judgment Methods 490
Causal Methods: Linear Regression 490
Time-Series Methods 492
Naïve Forecast 493
Estimating the Average 493
Trend Projection with Regression 496
Seasonal Patterns 499
Choosing a Quantitative Forecasting Method 501
Criteria for Selecting Time-Series Methods 501
Tracking Signals 501
Using Multiple Techniques 502
Managerial Practice 14.1 Combination Forecasts and the
Forecasting Process 503
Putting It All Together: Forecasting as a Process 503
A Typical Forecasting Process 504
Adding Collaboration to the System 505
Forecasting as a Nested Process 505
Learning Goals in Review 506
MyOMLab Resources 506
Key Equations 507
Key Terms 508
Solved Problems 508
Discussion Questions 512
Problems 513
Advanced Problems 516
Video Case Forecasting and Supply Chain Management
at Deckers Outdoor Corporation 520
CONTENTS 11Case Yankee Fork and Hoe Company 522
Experiential Learning 14.1 Forecasting with Holdout
Sample 523
Experiential Learning 14.2 Forecasting a Vital Energy
Statistic 524
Selected References 525
15 PLANNING AND SCHEDULING
OPERATIONS 527
Air New Zealand 527
Operations Planning and Scheduling across the
Organization 528
Stages in Operations Planning and Scheduling 529
Aggregation 529
The Relationship of Operations Plans and Schedules
to Other Plans 529
Managing Demand 531
Demand Options 531
Managerial Practice 15.1 Singapore Airlines Group 532
Sales and Operations Plans 533
Information Inputs 534
Supply Options 534
Planning Strategies 535
Constraints and Costs 536
Sales and Operations Planning as a Process 536
Using Spreadsheets 538
Scheduling 541
Gantt Charts 541
Scheduling Employees 542
Sequencing Jobs at a Workstation 545
Software Support 548
Learning Goals in Review 548
MyOMLab Resources 549
Key Terms 549
Solved Problems 550
Discussion Questions 553
Problems 553
Active Model Exercise 558
Video Case Sales and Operations Planning at Starwood 559
Case Memorial Hospital 560
Selected References 561
16 PLANNING SUFFICIENT
RESOURCES 563
Dow Corning 563
Resource Planning across the Organization 564
Enterprise Resource Planning 564
How ERP Systems Are Designed 565
Material Requirements Planning 566
Dependent Demand 567
Bill of Materials 567
Master Production Scheduling 569
Inventory Record 573
Planning Factors 576
Outputs from MRP 579
Managerial Practice 16.1 Material Requirements Planning at
Winnebago Industries 583
MRP, Core Processes, and Supply Chain Linkages 583
MRP and the Environment 584
Resource Planning for Service Providers 585
Dependent Demand for Services 585
Bill of Resources 586
Learning Goals in Review 587
MyOMLab Resources 587
Key Terms 588
Solved Problems 588
Discussion Questions 592
Problems 592
Advanced Problems 597
Active Model Exercise 602
Case Flashy Flashers, Inc. 602
Selected References 605
SUPPLEMENT D Linear Programming
Models 607
Basic Concepts 607
Formulating a Problem 608
Graphic Analysis 610
Plot the Constraints 610
Identify the Feasible Region 612
Plot an Objective Function Line 613
Find the Visual Solution 614
Find the Algebraic Solution 614
Slack and Surplus Variables 615
Sensitivity Analysis 616
Computer Solution 616
Simplex Method 616
Computer Output 617
The Transportation Method 619
Transportation Method for Production Planning 620
Applications 623
Learning Goals in Review 624
MyOMLab Resources 624
Key Terms 624
Solved Problems 625
Discussion Questions 627
Problems 627
Case R.U. Reddie for Location 634
Selected References 636
Appendix 1 Normal Distribution 637
Appendix 2 Table of Random Numbers 638
Glossary 639
Name Index 653
Subject Index 657
MyOMLab SUPPLEMENTS
SUPPLEMENT E Simulation E-1
SUPPLEMENT F Financial Analysis F-1
SUPPLEMENT G Acceptance Sampling
Plans G-1
SUPPLEMENT H Measuring Output Rates H-1
SUPPLEMENT I Learning Curve Analysis I-1
SUPPLEMENT J Operations Scheduling J-1
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