Table of Contents

Preface PART I: INTRODUCTION 1. Operations management 2. The strategic role and objectives of operations 3. Operations strategy PART II: DESIGN 4. Process design 5. The design of products and services 6. Supply network design 7. Layout and flow 8. Process technology 9. Job design and work organization PART III: PLANNING AND CONTROL 10. The nature of planning and control 11. Capacity planning and control 12. Inventory planning and control 13. Supply chain planning and control 14. Enterprise resource planning (ERP) 15. Lean operations and Just-in-time (JIT) 16. Project planning and control 17. Quality planning and control PART IV: IMPROVEMENT 18. Operations improvement 19. Failure prevention and recovery 20. Total quality management PART V: THE OPERATIONS CHALLENGE 21. The operations challenge Case exercise: Oxfam Glossary Index