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简明1

Brief Contents1

1．Operations and Productivity1

Appendices1

Indices1

1．Statistical Tools for Managers1

1．Operations and Productivity1

附录1

索引1

1．Statistical Tools for Managers1

第1章 运作管理与生产率1

第1部分 运作管理概要1

APPENDIX I Normal Curve Areas2

Global Company Profile: Whirlpool2

2．Acceptance Sampling2

2．Acceptance Sampling2

3．The Simplex Method of Linear Programming3

3．The Simplex Method of Linear Programming3

The Heritage of Operations Management4

APPENDIX II Poisson Distribution Values4

4．The MODI and VAM Methods of Solving Transportation Problems4

What is Operations Management?4

4．The MODI and VAM Methods of Solving Transportation Problems4

APPENDIX IV Table of Random Numbers6

Why Study OM?6

APPENDIX III Values of e-λfor Use in the Poisson Distribution6

What Operations Managers DO7

APPENDIX V Using Excel OM and POM for Windows7

Organizing to Produce Goods and Services8

How This Book Is Organized8

Where Are the OM Jobs?10

Exciting New Trends in Operations Management10

APPENDIX VI Solutions to Even-Numbered Problems11

Operations in the Service Sector12

Differences between Goods and Services12

Growth of Services14

Services Pay14

The Productivity Challenge15

Productivity Measurement17

Productivity Variables19

Productivity and the Service Sector21

The Challenge of Social Responsibility22

Summary22

Key Terms23

Solved Problems23

Internet Exercises for Operations and Productivity24

Discussion Questions24

Critical Thinking Exercise25

Problems25

Case Study: National Air Express27

Internet Resources27

Bibliography27

2．Operations Strategy for Competitive Advantage29

第2章 运作战略与竞争优势29

2．Operations Strategy for Competitive Advantage29

Global Company Profile: Komatsu30

Mission32

Identifying Missions and Strategies32

Strategy33

Achieving Competitive Advantage Through Operations34

Competing on Differentiation34

Competing on Cost35

Competing on Response36

Ten Strategic OM Decisions37

Research40

Issues in Operations Strategy40

Preconditions41

Dynamics42

Identify Critical Success Factors43

Strategy Development and Implementation43

Build and Staff the Organization45

Integrate OM with Other Activities45

Solved Problems47

Summary47

Key Terms47

Internet Exercises for Operations Strategy48

Problems48

Discussion Questions48

Critical Thinking Exercise48

Case Study: Minit-Lube,Inc.49

Case Study: Global Strategy at Motorola49

CD-ROM Video Case 1: Strategy at Regal Marine50

Internet Case Study51

Bibliography51

Internet Resources52

3．Operations in a Global Environment53

第3章 全球环境下的运作管理53

3．Operations in a Global Environment53

Global Company Profile: Boeing54

Why Global Operations are Important56

Achieving Global Operations60

Global Product Design60

Global Process Design and Technology60

Global Facility Location Analysis60

Impact of Culture and Ethics63

Global Issues in Service Operations64

Managing Global Service Operations65

Global Operations Strategies66

International Strategy66

Multidomestic Strategy67

Global Strategy68

Transnational Strategy68

Key Terms69

Using Excel OM to Solve Location Problems69

Summary69

Using POM for Windows for Location Analysis70

Internet Exercises for Operations in a Global Environment70

Problems71

Discussion Questions71

Case Study: International Operations at General Motors73

Internet Case Study74

Bibliography74

Internet Resources74

4．Forecasting75

第4章 需求预测75

4．Forecasting75

Global Company Profile: Tupperware Corporation76

What is Forecasting?78

Forecasting Time Horizons78

The Influence of Product Life Cycle79

Types of Forecasts79

The Strategic Importance of Forecasting79

Human Resources80

Capacity80

Supply-Chain Management80

Seven Steps in the Forecasting System80

Forecasting Approaches81

Overview of Qualitative Methods81

Time-Series Forecasting82

Decomposition of a Time Series82

Overview of Quantitative Methods82

Naive Approach84

Moving Averages84

Exponential Smoothing86

Exponential Smoothing with Trend Adjustment90

Trend Projections93

Seasonal Variations in Data96

Cyclical Variations in Data100

Associative Forecasting Methods: Regression and Correlation Analysis101

Using Regression Analysis to Forecast101

Standard Error of the Estimate103

Correlation Coefficients for Regression Lines104

Multiple-Regression Analysis106

Monitoring and Controlling Forecasts107

Adaptive Smoothing109

Focus Forecasting109

Forecasting in the Service Sector110

Summary110

Key Terms112

Using Excel Spreadsheets in Forecasting112

Using POM for Windows in Forecasting113

Solved Problems114

Internet Exercises for Forecasting116

Discussion Questions116

Critical Thinking Exercise116

Problems116

Data Base Application125

Case Study : Southwestern University : （A）126

Case Study: North-South Airline127

Internet Case Studies128

Bibliography128

Internet Resources128

5．Design of Goods and Services129

第5章 产品与服务设计129

5．Design of Goods and Services129

第2部分 运作系统的设计129

Global Company Profile: Regal Marine130

Goods and Services Selection132

Project Strategy Options Support Competitive Advantage132

Generation of New Product Opportunities133

Product Life Cycles134

Life Cycle and Strategy136

Product Development137

Product Development System137

Product-by-Value Analysis137

Quality Function Deployment （QFD）139

Organizing for Product Development141

Manufacturability and Value Engineering142

Issues for Product Design143

Robust Design143

Modular Design143

Computer-Aided Design143

Value Analysis144

Environmentally Friendly Designs144

Time-Based Competition146

Purchase of Technology for Acquiring a Firm147

Joint Ventures148

Alliances148

Defining the Product149

Group Technology151

Make-or-Buy Decisions151

Documents for Production152

Service Design153

Documents for Services156

Application of Decision Trees to Product Design157

Transition to Production158

Key Terms159

Summary159

Solved Problems160

Internet Exercises for Design of Goods and Services161

Discussion Questions161

Critical Thinking Exercise162

Problems162

CD-ROM Video Case 2: Product Design at Regal Marine164

Case Study: DeMar s Product Strategy164

Bibliography165

Internet Resources165

6．Managing Quality167

第6章 质量管理167

6. Managing Quality167

Global Company Profile :Motorola168

Quality and Strategy170

Defining Quality171

Implications of Quality172

Malcolm Baldrige National Quality Award172

Cost of Quality172

International Quality Standards173

Total Quality Management174

Continuous Improvement174

Employee Empowerment175

Benchmarking176

Just-in-Time（JIT）177

Taguchi Concepts178

Knowledge of TQM Tools178

Tools of TQM179

Scatter Diagrams179

Check Sheets179

Cause-and-Effect Diagram181

Pareto Charts182

Flow Charts183

Histogram183

Statistical Process Control （SPC）183

The Role of Inspection183

When and Where to Inspect184

Source Inspection185

Service Industry Inspections186

Inspection of Attributes vs. Variables186

TQM in Services186

Summary189

Key Terms189

Internet Exercises for Managing Quality189

Discussion Questions189

Critical Thinking Exercise190

Problems190

Case Study: Southwestern University: （B）191

Case Study: Westover Electrical, Inc.193

CD-ROM Video Case 3: Quality at the Ritz-Carlton Hotel Company195

Internet Case Studies195

Bibliography196

Internet Resources196

附录：统计质量控制197

Supplement 6: Statistical Process Control197

Supplement 6: Statistical Process Control197

Statistical Process Control （SPC）198

Control Charts for Variables200

The Central Limit Theorem201

Setting Mean Chart Limits （x-Charts）203

Setting Range Chart Limits （R-Charts）205

Using Mean and Range Charts206

Control Charts for Attribtutes207

Managerial Issues and Control Charts212

Process Capability213

Acceptance Sampling214

Operating Characteristic Curve214

Average Outgoing Quality216

Summary217

Key Terms217

Using Excel OM for SPC217

Using POM for Windows218

Solved Problems218

Internet Exercises for Statistical Process Control220

Discussion Questions220

Problems221

Data Base Application225

Case Study: Bayfield Mud Company227

Case Study: SPC at the Gazette228

Internet Case Study229

Bibliography229

Internet Resources230

7．Process Strategy and Capacity Planning231

第7章 流程设计与能力规划231

7. Process Strategy and Capacity Planning231

Global Company Profile :Dell Computer Corp.232

Four Process Strategies234

Process Focus235

Repetitive Focus236

Product Focus238

Mass Customized Focus239

Comparison of Process Choices241

Process Analysis and Design243

Flow Diagrams244

Time-Function Mapping244

Process Charts244

Service Blueprinting245

Service Process Design247

Customer Interaction and Process Design247

More Opportunities to Improve Service Processes248

Process Reengineering249

Environmentally Friendly Processes250

Selection of Equipment and Technology251

Capacity251

Defining Capacity252

Forecasting Capacity Requirements253

Applying Decision Trees to Capacity Decisions254

Managing Demand255

Break-Even Analysis256

Single-Product Case259

Multiproduct Case260

Strategy-Driven Investments261

Investment, Variable Cost, and Cash Flow262

Net Present Value262

Key Terms262

Using Excel OM for Break-Even Analysis262

Summary265

Solved Problems267

Internet Exercises for Process Strategy and Capacity Planning268

Discussion Questions268

Critical Thinking Exercises269

Problems269

Case Study: Southwestern University: （C）274

Case Study: Capacity Planning at Shouldice Hospital275

CD-ROM Video Case 4: Process Strategy at Wheeled Coach277

Bibliography277

Internet Resources278

Supplement 7: Operations Technology, the Internet, and ERP279

附录：运作技术、互联网与ERP279

Supplement 7: Operations Technology, the Internet, and ERP279

The Internet280

Computer-Aided Design（CAD）282

Design Technology282

Virtual Reality Technology283

Computer-Aided Manufacturing （CAM）283

Standard for the Exchange of Product Data（STEP）283

Numerical Control284

Production Technology284

Process Control285

Vision Systems285

Robots286

Automated Storage and Retrieval System （ASRS）286

Automated Guided Vehicle（AGV）287

Flexible Manufacturing System （FMS）287

Computer-Integrated Manufacturing （CIM）287

Technology in Services287

Information Sciences in Operations288

Transaction Processing289

Management Information System（MIS）291

Artificial Intelligence291

Enterprise Resource Planning（ERP）292

Advantages and Disadvantages of ERP Systems294

ERP in the Service Sector294

Summary295

Key Terms295

Internet Exercises for Operations Technology, the Internet and ERP296

Discussion Questions296

Problems296

Case Study: lkon s Attempt at ERP297

Case Study: Rochester Manufacturing Corporation298

Bibliography298

Internet Resources298

8．Location Strategies299

8. Location Strategies299

第8章 设施选址299

Global Company Profile :Federal Express300

The Strategic Importance of Location302

Factors that Affect Location Decisions303

Labor Productivity304

Exchange Rates306

Costs306

Attitudes306

Proximity to Markets306

Proximity to Suppliers307

Proximity to Competitors （Clustering）307

Methods of Evaluating Location Alternatives308

The Factor-Rating Method308

Locational Break-Even Analysis309

Center-of-Gravity Method311

Transportation Model313

Service Location Strategy314

How Hotel Chains Select Sites315

The Telemarketing and Internet Industries316

Geographic Information Systems317

Summary317

Key Terms318

Using Excel OM to Solve Location Problems318

Using POM for Windows318

Solved Problems319

Internet Exercises for Location Strategies321

Discussion Questions321

Critical Thinking Exercise321

Problems321

Data Base Application327

Case Study: Southwestern University: （D）328

Case Study: Southern Recreational Vehicle Company330

Internet Case Study331

Bibliography331

Internet Resources331

9. Layout Strategy333

9．Layout Strategy333

第9章 设施布置333

Global Company Profile: McDonald s334

The Strategic Importance of Layout Decisions336

Types of Layout336

Fixed-Position Layout337

Process-Oriented Layout339

Expert Systems in Layout345

Work Cells345

The Focused Work Center and the Focused Factory347

Office Layout348

Retail Layout350

Servicescapes351

Cross-Docking352

Warehousing and Storage Layouts352

Customizing353

Random Stocking353

Repetitive and Product-Oriented Layout354

Assembly Line Balancing356

Key Terms360

Summary360

Using POM for Windows for Layout Design361

Using Excel OM for Layout Calculations361

Solved Problems362

Internet Exercises for Layout Strategy365

Discussion Questions365

Critical Thinking Exercise366

Problems366

Case Study: DesMoines National Bank373

Data Base Application373

Case Study: State Automobile License Renewals375

CD-ROM Video Case 5: Facility Layout at Wheeled Coach376

Bibliography377

Internet Resources377

Internet Case Studies377

10．Human Resources and Job Design379

10. Human Resources and Job Design379

第10章 人力资源管理与工作设计379

Global Company Profile: Southwest Airlines380

Human Resource Strategy for Competitive Advantage382

Constraints on Human Resources Strategy382

Labor Planning383

Employment-Stability Policies383

Work Schedules384

Job Classifications and Work Rules385

Job Design385

Labor Specialization385

Job Expansion386

Psychological Components of Job Design387

Self-Directed Teams388

Motivation and Incentive Systems390

Economics and Work Methods391

The Visual Workplace398

Labor Standards398

Summary399

Key Terms400

Solved Problems400

Internet Exercises for Human Resource and Job Designs402

Discussion Questions402

Critical Thinking Exercise402

Problems402

Case Study: The Fleet That Wanders403

Case Study: Lincoln Electric: Incentive Pay System404

Bibliography405

Internet Resources405

Supplement 10: Work Measurement407

Supplement 10: Work Measurement407

附录：作业测定407

Labor Standards and Work Measurement408

Historical Experience409

Time Studies409

Predetermined Time Standards415

Work Sampling416

Summary419

Key Terms419

Solved Problems420

Internet Exercises for Work Measurement422

Discussion Questions422

Problems423

Case Study: Chicago Southern Hospital428

Internet Case Study428

Bibliography429

Internet Resources429

第11章 供应链管理431

第3部分 运作系统的运行管理431

11．Supply-Chain Management431

11．Supply-Chain Management431

Global Company Profile: Volkswagen432

The Strategic Importance of the Supple Chain434

Global Supply-Chain Issues435

Purchasing436

Manufacturing Environments437

Service Environments437

Make-or-Buy Decisions437

Supply-Chain Strategies438

Many Suppliers438

Few Suppliers439

Vertical Integration440

Keisetsu Networks441

Virtual Companies441

Vendor Evaluation442

Vendor Development442

Negotiations442

Vendor Selection442

Managing the Supply Chain444

Internet Purchasing446

Distribution Systems448

Materials Management448

Benchmarking Supple-Chain Management449

Summary450

Key Terms450

Internet Exercises for Supply-Chain Management450

Discussion Questions450

Critical Thinking Exercise451

Problems451

Case Study: Factory Enterprises, Inc.452

Case Study: Thomas Manufacturing Company452

CD-ROM Video Case 6: Supply-Chain Management at Regal Marine453

Internet Case Studies454

Bibliography454

Internet Resources455

Supplement 11: E-commerce and Operations Management457

附录：电子商务与运作管理457

Supplement 11: E-commerce and Operations Management457

Electronic Commerce458

E-commerce Definitions458

Security in the E-commerce Environment459

Economics of E-Commerce460

Product Design460

E-Procurement461

On-line Catalogues461

RFQs and Bid Packaging462

On-line Auctions462

Inventory Tracking463

Inventory Reduction464

Just-in-Time Delivery for E-commerce464

Scheduling and Logistics Improvements465

Coordinated pickup and Delivery465

Logistics Cost Reduction465

Summary466

Key Terms466

Internet Exercises for E-commerce and Operations466

Discussion Questions466

Problems466

Case Study: Cisco s E-commerce Connection467

Bibliography468

Internet Resources469

第12章 库存管理471

12．Inventory Management471

12．Inventory Management471

Global Company Profile: Green Gear Cycling472

Functions of Inventory474

Types of Inventory474

ABC Analysis475

Inventory Management475

Record Accuracy477

Cycle Counting477

Control of Service Inventories478

Inventory Models479

Independent versus Dependent Demand479

Holding, Ordering, and Setup Costs479

Inventory Models for Independent Demand480

The Basic Economic Order Quantity（EOQ）Model481

Minimizing Costs481

Reorder Points487

Production Order Quantity Model489

Quantity Discount Models492

Probabilistic Models with Constant Lead Time495

Fixed Period Systems498

Summary499

Key Terms500

Using Excel OM for Inventory500

Using POM for Windows to Solve Inventory Problems502

Solved Problems502

Internet Exercises for Inventory Management503

Discussion Questions504

Critical Thinking Exercise504

Problems504

Case Study: Southwestern University: （E）510

Case Study: Mayo Medical Center511

Case Study: Sturdivant Sound Systems512

CD-ROM Video Case 7: Inventory Control at Wheeled Coach513

Internet Case Studies513

Bibliography513

Internet Resources514

附录：JIT系统515

Supplement 12: Just-in-Time Systems515

Supplement 12:Just-in-Time Systems515

Just-in-Time Philosophy516

Suppliers518

Goals of JIT Partnerships519

Concerns of Suppliers520

JIT Layout521

Distance Reduction521

Increased Flexibility521

Impact on Employees521

Reduced Space and Inventory522

Inventory522

Reduce Variability522

Reduce Inventory523

Reduce Lot Sizes523

Reduce Setup Costs523

Scheduling525

Level Schedules525

Kanban526

Quality529

Employee Empowerment529

Lean Production529

JIT in Services530

Summary531

Key Terms531

Solved Problems531

Discussion Questions532

Internet Exercises for Just-in-Time System532

Problems533

Case Study: Mutual Insurance Company of lowa534

Internet Resources536

Bibliography536

第13章 综合计划537

13．Aggregate Planning537

13. Aggregate Planning537

Global Company Profile: Auheuser-Busch538

The Planning Process540

The Nature of Aggregate Planning541

Aggregate Planning Strategies543

Capacity Options544

Donand Options545

Mixing Options to Develop a Plan546

Graphical and Charting Methods547

Methods for Aggregate Planning547

Mathematical Approaches to Planning551

Comparison of Aggregate Planning Methods554

Aggregate Planning in Services555

Restaurants555

Mis?llaneous Services555

National Chains of Small Service Firms556

Airline Industry556

Hotel Industry556

Hospitals557

Summary558

Key Terms558

Using Excel OM for Aggregate Planning558

Using POM for Windows for Aggregate Planning559

Solved Problets559

Internet Exercises for Aggregate Planning562

Discussion Questions562

Critical Thinking Exercise562

Problems562

Data Base Application567

Case Study: Southwestern University: （F）568

Case Study: Andrew Carter, Inc.569

Internet Case Study570

Bibliography570

Internet Resources570

14. Material Requirements Planning （MRP）571

第14章 物料需求计划（MRP）571

14．Material Requirements Planning（MRP）571

Global Company Profile: Collins Industries572

Dependent Inventory Model Requirements574

Master Production Schedule575

Bills of Material577

Acc?rate Inventory Records580

Purchase Orders Outstanding580

Lead Time for Each Component580

MRP Structure580

MRP Management586

MRP Dynamics586

MRP and JIT586

第15章 作业排序613

15．Short-Term Scheduling613

第16章 项目管理655

16．Project Management655

第17章 维护管理与可靠性697

17．Maintenance and Reliability697

17．Maintenance and Reliability697

Global Company Profile: NASA698

The Strategic Importance of Maintenance and Reliability700

Reliability701

Improving Individual Components701

Providing Redundancy703

Implementing Preventive Maintenance704

Maintenance704

Increasing Repair Capabilities708

Total Productive Maintenance709

Techniques for Establishing Maintenance Policies710

Summary710

Key Terms710

Using POM for Windows to Solve Reliability Problems710

Solved Problems711

Internet Exercises for Maintenance and Reliability711

Discussion Questions712

Critical Thinking Exercise712

Problems712

Case Study: Worldwide Chemical Company715

Internet Case Studies715

Bibliography716

Internet Resources716

第4部分 定量决策方法717

A．决策工具717

A. Decision-Making Tools717

A．Decision-Making Tools717

The Decision Process in Operations718

Fundamentals of Decision Making719

Decision Tables720

Decision Making Under Uncertainty720

Decision Making Under Risk721

Decision Making Under Certainty722

Decision Trees723

Expected Value of Perfect Information（EVPI）723

A More Complex Decision Tree725

Summary727

Key Terms727

Using Excel OM for Decision Models728

Using POM for Windows728

Solved Problems728

Internet Exercises for Decision-Making Tools729

Discussion Questions730

Problems730

Case Study: Nigel Smythe s Heart Bypass Operation735

Case Study: Starting Right Corporation735

Internet Case Studies736

Bibliography736

B．线性规划739

B.Linear Programming739

B．Linear Programming739

Requirements of a Linear Programming Problem741

Formulating Linear Programming Problems742

Shader Electronics Example742

Graphical Solution to a Linear Programming Problem743

Graphical Representation of Constraints743

In-Profit Line Solution Method744

Corner-Point Solution Method747

Sensitivity Analysis749

Solving Minimization Problems750

Linear Programming Applications752

Production-Mix Example753

Diet Problem Example754

Production Scheduling Example754

Labor Scheduling Example756

The Simplex Method of LP758

Summary758

Using Excel Spreadsheets to Solve LP Problems759

Key Terms759

Using POM for Windows to Solve LP Problems760

Solved Problems760

Internet Exercises for Linear Programming763

Discussion Questions764

Problems764

Data Base Application771

Case Study: Golding Landscaping and Plants, Inc.772

Internet Case Studies773

Bibliography773

C．运输模型775

C．Transportation Models775

C. Transportation Models775

Transportation Modeling776

The Northwest-CorneR Rule778

Developing an Initial Solution778

The Intuitive Lowest-Cost Method779

The Stepping-Stone Method780

Special Issues in Modeling784

Demand Not Equal to SupplY784

Degeneracy785

Key Terms786

Summary786

Using Excel OM to Solve Transportation Problems787

Using POM for Windows to Solve Transportation Problems788

Solved Problems788

Internet Exercises for Transportation Problems791

Discussion Questions791

Problems791

Data Base Application796

Case Study: Custom Vans, Inc.797

Internet Case Studies799

Bibliography799

D．排队论模型801

D．Waiting-Line Models801

D. Waiting-Line Models801

Arrival Characteristics803

Characteristics of a Waiting-Line System803

Service Characteristics805

Waiting-Line Characteristics805

Measuring the Queue’s Performance807

Queuing Costs808

The Variety of Queuing Models809

Model A: Single-Channel Queuing Model with Poisson Arrivals and Exponential Service Times810

Model B: Multiple-Channel Queuing Model813

Model C: Constant Service Time Model814

Model D: Limited Population Model816

Other Queuing Approaches819

Summary819

Using POM for Windows for Queuing820

Key Terms820

Using Exc？l OM for Queuing820

Solved Problems821

Discussion Questions823

Internet Exercises for Waiting-Line Models823

Problems824

Case Study: New England Castings828

Case Study: The Winter Park Hotel830

Internet Case Study831

Bibliography831

Internet Resources831

E．学习曲线833

E．Learning Curves833

E. Learning Curves833

Learning Curves in Services and Manufacturing835

Applying the Learning Curve836

Logarithmic Approach837

Arithmetic Approach837

Learning-Curve Coefficient Approach838

Strategic Implications of Learning Curves840

Limitations of Learning Curves841

Summary841

Key Terms841

Solved Problems842

Using Excel OM for Learning Curves842

Using POM for Windows for Learning Curves842

Internet Exercises for Learning Curves843

Discussion Questions843

Problems844

Case Study: SMT s Negotiation with IBM846

Bibliography848

F．模拟849

F．Simulation849

F. Simulation849

What is Simulation?851

Advantages and Disadvantages of Simulation851

Monte Carlo Simulation852

Simulation of a Queuing Problem855

Simulation and Inventory Analysis858

The Role of Computers in Simulation861

Summary862

Simulation with Excel Spreadsheets862

Key Terms862

Solved Problems863

Using POM for Windows for Simulation863

Discussion Questions865

Internet Exercises for Simulation865

Problems866

Case Study: Alabama Airlines873

Bibliography874

Internet Case Study874