The critical factor for a successful business is undisputedly Operations and Supply Chain Management - the planning, organization and control of the resources needed to provide customers with goods and services. Operations management - A supply chain approach, now in its second edition, is the definitive text that not only explains but also demonstrates, with its lively examples throughout, how to gain understanding and achieve proficiency in the many areas of this broad subject area. The author's original approach treats operations management and the supply chain as an integrated system. This concept equips the reader with a much deeper understanding, than will be gained from 'standard' operations management texts, of the vital relationship between the supply chain and all other parts of business whilst drawing on examples from both the manufacturing and services sectors.

Preface

Foreword

About the author

Acknowledgements

1. Operations and strategic decisions

1. Positioning operations management

  and the supply chain 3

DEFING OPERATIONS MANAGEMENT AND THE SUPPLY CHAIN

 Scope of operations management - The integrated

 supply chain - Linkage supply chain and operations -

 Serving the client - Importance of operations

 management

CLASSIFICATION OF OPERATING SYSTEMS

 Manufacturing industries - Service industries -

 Classification anomalies - Not-for-profit organizations -

 Economic classification of operations

OPERATIOND ARE INTERNATIONAL

 Changes in the business environment -

 Manufacturing firms - Service firms - Non-profit

 organizations - Products are international - Foreign

 sales and country size

EMPLOYMENT IN OPERATIONS

 Manufacturing employment - Manufacturing output -

 Service industries - European Union and Japan -

  Developing regions - Accounting changes

MODEL OF OPERATIONS

  Models in management - An operations model is a

  miniature supply chain - Model economics - Product

 added value

PRODUCTIVITY

  Resources in operations - Productivity ratio -

  Manufacturing - Service firms - Productivity changes -

 Workweek and productivity

MANAGEMENT ACTIVITIES IN OPERATIONS

 Interface with marketing - Working with the

 finance department - Operations

SYSTEMS APPROACH TO OPERATIONS

 Concept of a system - Sub-optimal performance -

 System performance in the business firm -

 System performance in the supply

 chain

 Evolution of technology - Operations and the

 21st century

 Case study 1.1 Pangas

2. Strategy of organizations 33

 Ignore the environment - Adapt enough to survive -

 Grow by exploiting opportunities - Profit, return

 on investment, and cash flow

NOT-FOR-PROFIT ORGANIZATIONS

 Consistency with financial resources - Equitable

 services for all generations - Sources and uses of

 funds should be matched - Sustainability of the

 organization

THE STRATEGIC PLAN

 Timeframe - Mission statement - SWOT

 analysis - Action plans to achieve objectives -

 Quantitative components of the

 strategic plan

 Strategic importance of operations and the supply

 chain - Responsibilities of the firm - Challenges for

 the firm

REAL-WORLD CORPORATE STRATEGIC OBJECTIVES

 Hewlett-Packard - British Airways - IBM

 Case study 2.1 British Petroleum

3. Site selection 47

DEFINING SITE SFLECTION 47

 Nature of the facility - Strategy and operations -

 Markets - Strategic role of foreign factories -

 Corporate towns - Factors in site selection

STAFFING

 Labour costs - Availability of competent labour -

 Productivity - Trade unions - Education level - Local

 labour and plant technology - Labour mix

INHERENT LOCAL CONDITIONS

 Climate - Culture - Ethics - Language

INFRASTRUCTURE

 Family services - Communication - Environmental

 regulations - Legal framework - Transportation -

  Rental costs - Living costs - Country stability

CONSTRUCTION

  Land cost - Construction labour - Land preparation -

  Expansion possibilities - Zoning regulations -

  Environmental regulations - Material availability

FACTORS THAT IMPACT CASH FLOW

  Fluctuating exchange rates - Repatriation of funds -

 Taxes on operations

FINANCIAL AID

  USA - United Kingdom - Germany

PROXIMITY OF RESOURCES

  Raw materials - Process and utility water - Reliability of

  power supplies - Suppliers or subcontractors

QUANTITATIVE APPROACHES TO SITE SELECTION

  Weighting the selection criteria - Breakeven analysis -

  Uncertainty and risk - Centre of gravity

  Case study 3.1 Holger Co.

4. Quality management 80

QUALITY CONCERNS

  Quality issues for specific industries - Quality is

  a strategic issue - Quality and the supply chain -

  Customers drive quality - Net income and quality

DEFINITION OF QUALITY

  International Organization for Standardization -

  Specification - Grade - National origin

TOTAL QUALITY MANAGEMNET

  Top management - Quality-related training

  Manufacturing quality supply chain - Service quality

  chain - Communication - Necessity for

  total quality management

LEADING PROPONENTS OF QUALITY MANAGEMENT

 Deming - Juran - Crosby - Feigenbaum

COSTS OF QUALITY AND NON-QUALITY

 External faults - Internal faults - Preventive

 measures - Detection and/or evaluation - Percentage

 cost of quality - Costs are long term - Costs and the

 level of quality design

QUALITY CONTROL

  Defective product - Reliability or durability -

  Reproducibility - Quality control departments -

  Inspection in quality control - Traceability

QUALTY-RELATED TOOLS AND TECHNIQUES

 ABC analysis - Activity-based costing - Benchmarking -

  Brainstorming - Failure mode, effect, and criticality

  analysis - Frequency check sheets - Hoshin -

  Improvement monitoring charts - Ishikawa diagram -

 Just-in-time - Kaizen, or continuous improvement -

  Keep designs simple - Overall equipment

  effectiveness - Pareto analysis - Phantom customer in

  services - Pipeline map - Poka yoke - Process flow

  chart - Quality circles - Quality function deployment -

  Reengineering - Scatter diagram - Spider web -

  Statistical quality control charts - Taguchi

  methods

INTERNATIONAL ORGANIZATION FOR STANDARDIZATION AND ISO-9000

  International Organization for Standardization -

  Evolution of the ISO Quality Standard - Basis of ISO-

  9000 standards - Importance of certification -

  Criticism of certification

EUROPEND FOUNDATION FOR QUALITY MANAGEMENT

  Background- Mission of the EFQM -The European

  Quality Award programme and the EFQM model -

  Award winners

THE UK BEST FACTORY AWARDS

  Background - Evaluation criteria - Timetable of

  award process - Award categories and winners

MALCOLM BALDRIGE NATIONAL QUALITY AWARD

  Malcolm Baldrige and the award - Background of the

  award - Purpose of the quality award - Award criteria -

  Award winners

ETHICS AND QUALITY

  Correlation between quality and ethical

  situations

  Case study 4.1 Mitsubishi

  Case study 4.2 Wento Corp.

 ……