Operations Management

Résumé du livre

This text looks at operations management from the value perspective, with value defined as a dynamic concept that brings together the issues of performance, cost, competitive reactions and customer expectations. This value-driven perspective allows students to view each activity in the operations management system in terms of its ability to enhance value. Students should learn to evaluate: who current customers are and who new customers will be; what the customer wants; the degree of overlap between the current operations management system and the demands and expectations of customers; how to structure the OM system to deliver value; and how to measure performance. The text emphasizes process and process analysis, particularly TQMN, ISO 9000, and benchmarking, as a useful way of looking at and understanding operations management systems. Real-world industrial cases are used in every chapter, illustrations present alternative issues and perspectives, and On the Job boxes feature examples from industry.