Operations management:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, NJ [u.a.]
Pearson, Prentice Hall
2007
|
| Ausgabe: | 8. ed., flexible version |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Erg. bildet: Heizer, Jay: Operations management, student lecture guide |
| Beschreibung: | Getr. Zählung zahlr. Ill., graph. Darst. 1 CD-ROM (12 cm) |
| ISBN: | 0132370603 |
Internformat
MARC
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| 250 | |a 8. ed., flexible version | ||
| 264 | 1 | |a Upper Saddle River, NJ [u.a.] |b Pearson, Prentice Hall |c 2007 | |
| 300 | |a Getr. Zählung |b zahlr. Ill., graph. Darst. |e 1 CD-ROM (12 cm) | ||
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Datensatz im Suchindex
| _version_ | 1804137150334107648 |
|---|---|
| adam_text | Brief Contents
PART ONE
Introduction
to Operations
Management 1
1.
Operations and Productivity
1
2.
Operations Strategy in a Global
Environment
21
3.
Project Management
45
4.
Forecasting
81
PART TWO
Designing Operations
121
5.
Design of Goods and Services
121
6.
Managing Quality
153
Supplement
6:
Statistical Process Control
175
7.
Process Strategy
199
Supplement
7:
Capacity Planning
227
8.
Location Strategies
245
9.
Layout Strategy
267
10.
Human Resources and Job Design
297
Supplement
10:
Work Measurement
319
PART THREE
Managing Operations
333
11.
Supply-Chain Management
333
Supplement
11 :
E-Commerce and Operations
Management
357
12.
Inventory Management
369
13.
Aggregate Planning
401
14.
Material Requirements Planning (MRP)
and ERP
427
15.
Short-Term Scheduling
457
16.
Just-in-Time and Lean Production
Systems
487
17.
Maintenance and Reliability
509
PART FOUR
Quantitative Modules
523
A. Decision-Making Tools
523
B. Linear Programming
535
C. Transportation Models
557
D. Waiting-Line Models
571
E. Learning Curves
591
F. Simulation
601
CD-ROM Tutorials
1.
Statistical Tools for Managers Tl-1
2.
Acceptance Sampling T2-1
3.
The Simplex Method of Linear
Programming T3-1
4.
The MODI and
VAM
Methods of Solving
Transportation Problems T4-1
5.
Vehicle Routing and Scheduling T5-1
Contents
About the Authors
iv
Preface
xvii
PART ONE
Introduction to Operations
Management
1
1.
Operations and Productivity
1
Global Company Profile: Hard Rock Cafe
2
What Is Operations Management?
4
Organizing to Produce Goods and Services
4
Why Study OM?
4
What Operations Managers Do
6
How This Book Is Organized
6
The Heritage of Operations Management
7
Operations in the Service Sector
9
Differences between Goods and Services
9
Growth of Services
10
Service Pay
11
Exciting New Trends in Operations Management
12
The Productivity Challenge
13
Productivity Measurement
14
Productivity Variables
16
Productivity and the Service Sector
17
Ethics and Social Responsibility
18
Summary
19 ·
Key Terms
19 ·
Solved Problems
19
Internet and Student CD-ROM Exercises
20 ·
Additional Case Study
20
2.
Operations Strategy in a Global
Environment
21
Global Company Profile: Boeing
22
A Global View of Operations
24
Cultural and Ethical Issues
27
Developing Missions and Strategies
27
Mission
27
Strategy
28
Achieving Competitive Advantage Through
Operations
29
Competing on Differentiation
30
Competing on Cost
30
Competing on Response
31
Ten Strategic OM Decisions
32
Issues in Operations Strategy
35
Research
35
Preconditions
36
Dynamics
36
Strategy Development and Implementation
37
Identify Critical Success Factors
37
Build and Staff the Organization
38
Integrate OM with Other Activities
39
Global Operations Strategy Options
39
International Strategy
40
Multidomestic Strategy
41
Global Strategy
41
Transnational Strategy
42
Summary
42 ·
Key Terms
43 ·
Solved
Problem
43 ·
Internet and Student CD-ROM
Exercises
43 ·
Additional Case Studies
44
3.
Project Management
45
Global Company Profile: Bechtel Group
46
The Importance of Project Management
48
Project Planning
48
The Project Manager
49
Work Breakdown Structure
50
Project Scheduling
51
Project Controlling
52
Project Management Techniques: PERT and CPM
53
The Framework of PERT and CPM
53
Network Diagrams and Approaches
53
Activity-on-Node Example
55
Activity-on-Arrow Example
57
Determining the Project Schedule
57
Forward Pass
58
Backward Pass
60
Calculating Slack Time and Identifying the Critical
Path(s)
61
Variability in Activity Times
62
Three Time Estimates in PERT
63
Probability of Project Completion
65
Cost-Time Trade-Offs and Project Crashing
67
A Critique of PERT and CPM
70
Using Microsoft Project to Manage Projects
71
Creating a Project Schedule Using MS Project
71
Tracking Progress and Managing Costs Using MS
Project
74
Contents
Summary
75 ·
Key Terms
75 ·
Using Software to
Solve Project Management Problems
75 ·
Solved
Problems
76 ·
Internet and Student CD-ROM
Exercises
80 ·
Additional Case Studies
80
4.
Forecasting
81
Global Company Profile: Tupperware Corporation
82
What Is Forecasting?
84
Forecasting Time Horizons
84
The Influence of Product Life Cycle
85
Types of Forecasts
85
The Strategic Importance of Forecasting
85
Human Resources
85
Capacity
85
Supply-Chain Management
85
Seven Steps in the Forecasting System
86
Forecasting Approaches
86
Overview of Qualitative Methods
86
Overview of Quantitative Methods
87
Time-Series Forecasting
87
Decomposition of a Time Series
88
Naive Approach
88
Moving Averages
89
Exponential Smoothing
90
Measuring Forecast Error
92
Exponential Smoothing with Trend
Adjustment
95
Trend Projections
98
Seasonal Variations in Data
100
Cyclical Variations in Data
105
Associative Forecasting Methods: Regression
and Correlation Analysis
105
Using Regression Analysis to Forecast
105
Standard Error of the Estimate
107
Correlation Coefficients for Regression Lines
108
Multiple-Regression Analysis
109
Monitoring and Controlling Forecasts
110
Adaptive Smoothing
112
Focus Forecasting
112
Forecasting in the Service Sector
112
Summary
113 ·
Key
Tenns
115*
Using Software
in Forecasting
115
Solved Problems
116*
Internet
and Student CD-ROM Exercises
118*
Additional
Case Studies
119
PART TWO
Designing Operations
121
5.
Design of Goods and Services
121
Global Company Profile: Regal Marine
122
Goods and Services Selection
124
Product Strategy Options Support Competitive
Advantage
124
Product Life Cycles
125
Life Cycle and Strategy
126
Product-by-Value Analysis
126
Generating New Products
126
New Product Opportunities
127
Importance of New Products
128
Product Development
128
Product Development System
128
Quality Function Deployment (QFD)
129
Organizing for Product Development
131
Manufacturability and Value Engineering
132
Issues for Product Design
133
Robust Design
133
Modular Design
133
Computer-Aided Design (CAD)
133
Computer-Aided Manufacturing (CAM)
134
Virtual Reality Technology
135
Value Analysis
135
Ethics and Environmentally Friendly Designs
135
Time-Based Competition
138
Purchasing Technology by Acquiring a Firm
139
Joint Ventures
139
Alliances
139
Defining the Product
140
Make-or-Buy Decisions
141
Group Technology
142
Documents for Production
142
Product Life-Cycle Management (PLM)
143
Service Design
144
Documents for Services
146
Application of Decision Trees to Product Design
147
Transition to Production
148
Summary
149 ·
Key Terms
149 ·
Solved Problem
149 ·
Internet and Student CD-ROM Exercises
150
•
Additional Case Studies
151
6.
Managing Quality
153
Global Company Profile: Arnold Palmer Hospital
154
Quality and Strategy
156
Defining Quality
156
Implications of Quality
157
Malcolm Baldrige National Quality Award
157
Cost of Quality
(COQ)
158
Ethics and Quality Management
158
International Quality Standards
159
150
9000 159
ISO
14000 160
Contents
χι
Total Quality Management
160
Continuous Improvement
160
Six Sigma
161
Employee Empowerment
161
Benchmarking
162
Just-in-Time (JIT)
163
Taguchi Concepts
164
Knowledge of TQM Tools
165
Tools of TQM
165
Check Sheets
165
Scatter Diagrams
166
Cause-and-Effect Diagrams
166
Pareto Charts
167
Flowcharts
167
Histograms
168
Statistical Process Control
(SPC)
168
The Role of Inspection
168
When and Where to Inspect
169
Source Inspection
169
Service Industry Inspection
170
Inspection of Attributes versus Variables
170
TQM in Services
171
Summary
173 ·
Key Terms
173 ·
Internet and
Student CD-ROM Exercises
173·
Additional Case
Studies
174
Supplement
6:
Statistical Process Control
175
Statistical Process Control
(SPC)
176
Control Charts for Variables
178
Tiie Central Limit Theorem
179
Setting Mean Chart Limits (x-Charts)
180
Setting Range Chart Limits (R-Charts)
182
Using Mean and Range Charts
182
Control Charts for Attributes
184
Managerial Issues and Control Charts
187
Process Capability
189
Process Capability Ratio (Cp)
189
Process Capability Index (C k)
190
Acceptance Sampling
191
Operating Characteristic Curve
191
Average Outgoing Quality
192
Summary
194 ·
Key Terms
194 *
Using Software for
SPC
194 ·
Solved Problems
196 ·
Internet and
Student CD-ROM Exercises
197 ·
Additional Case
Studies
197
7.
Process Strategy
199
Global Company Profile: Dell Computer Corp.
200
Four Process Strategies
202
Process Focus
202
Repetitive Focus
204
Product Focus
205
Mass Customization Focus
206
Comparison of Process Choices
208
Process Analysis and Design
211
Flow Diagrams
211
Time-Function Mapping
212
Value-Stream Mapping
212
Process Charts
212
Service Blueprinting
213
Service Process Design
214
Customer Interaction and Process Design
215
More Opportunities to Improve Service Processes
216
Selection of Equipment and Technology
217
Production Technology
217
Machine Technology
217
Automatic Identification System
(AIS)
218
Process Control
218
Vision Systems
219
Robots
219
Automated Storage and Retrieval System
(ASRS)
219
Automated Guided Vehicle (AGV)
220
Flexible Manufacturing System (FMS)
220
Computer-Integrated Manufacturing
(СІМ)
220
Technology in Services
221
Process Redesign
222
Ethics and Environmentally Friendly Processes
223
Summary
225 ·
Key Terms
225 ·
Solved Problem
225
•
Internet and Student CD-ROM Exercises
225 ·
Additional Case Studies
226
Supplement
7:
Capacity Planning
227
Capacity
228
Design and Effective Capacity
229
Capacity and Strategy
230
Capacity Considerations
230
Managing Demand
231
Capacity Planning
232
Break-Even Analysis
233
Single-Product Case
235
Multiproduct Case
235
Applying Decision Trees to Capacity Decisions
237
Applying Investment Analysis to Strategy-Driven
Investments
238
Investment, Variable Cost, and Cash Flow
238
Net Present Value
238
Summary
241 ·
Key Terms
242 ·
Using Software for
Break-Even Analysis
242 ·
Solved Problems
243 ·
Internet and Student CD-ROM Exercises
244 ·
Additional Case Studies
244
XII
Contents
8.
Location Strategies
245
Global Company Profile: Federal Express
246
The Strategic Importance of Location
248
Factors that Affect Location Decisions
249
Labor Productivity
250
Exchange Rates and Currency Risk
250
Costs
251
Attitudes
252
Proximity to Markets
252
Proximity to Suppliers
252
Proximity to Competitors (Clustering)
252
Methods of Evaluating Location Alternatives
253
The Factor-Rating Method
253
Locational Break-Even Analysis
254
Center-of-Gravity Method
255
Transportation Model
257
Service Location Strategy
258
How Hotel Chains Select Sites
258
The Telemarketing Industry
260
Geographic Information Systems
260
Summary
261 ·
Key Terms
262 ·
Using Software to
Solve Location
Problems 262 ·
Solved Problems
263 ·
Internet and Student CD-ROM Exercises
264
•
Additional Case Studies
265
9.
Layout Strategy
267
Global Company Profile: McDonald s
268
The Strategic Importance of Layout Decisions
270
Types of Layout
270
Office Layout
271
Retail Layout
272
Senicescapes
273
Warehousing and Storage Layouts
274
Cross-Docking
274
Random Stocking
275
Customizing
275
Fixed-Position Layout
276
Process-Oriented Layout
277
Computer Software for Process-Oriented Layouts
281
Work Cells
282
Requirements of Work Cells
282
Staffing and Balancing Work Cells
284
The Focused Work Center and the Focused
Factory
285
Repetitive and Product-Oriented Layout
286
Assembly-Line Balancing
287
Summary
291 ·
Key Terms
291 ·
Using Software to
Solve Layout Problems
292 ·
Solved Problems
293*
Internet and Student CD-ROM Exercises
296 ·
Additional Case Studies
296
10.
Human Resources and Job Design
297
Global Company Profile: Southwest Airlines
298
Human Resource Strategy for Competitive Advantage
300
Constraints on Human Resource Strategy
300
Labor Planning
301
Employment-Stability Policies
301
Work Schedules
301
Job Classifications and Work Rules
302
Job Design
302
Labor Specialization
302
Job Expansion
303
Psychological Components of Job Design
304
Self-Directed Teams
305
Motivation and Incentive Systems
306
Ergonomics and Work Methods
307
The Visual Workplace
312
Ethics and The Work Environment
314
Labor Standards
314
Summary
314
Key Terms
315 ·
Solved Problem
315 ·
Internet and Student CD-ROM Exercises
317
•
Additional Case Studies
317
Supplement
10:
Work Measurement
319
Labor Standards and Work Measurement
320
Historical Experience
321
Time Studies
321
Predetermined Time Standards
325
Work Sampling
327
Summary
330 ·
Key Terms
330 ·
Solved Problems
330 ·
Internet and Student CD-ROM Exercises
332
•
Additional Case Studies
332
PART THREE
Managing Operations
333
11.
Supply-Chain Management
333
Global Company Profile: Volkswagen
334
The Strategic Importance of the Supply Chain
336
Global Supply-Chain Issues
337
Supply-Chain Economics
338
Make-or-Buy Decisions
338
Outsourcing
339
Ethics in the Supply Chain
341
Supply-Chain Strategies
342
Many Suppliers
342
Few Suppliers
342
Vertical
Integration 342
Contents
XIII
Keiretsu Networks
344
Virtual Companies
344
Managing the Supply Chain
345
Issues in an Integrated Supply Chain
345
Opportunities in an Integrated Supply Chain
347
Internet Purchasing
349
Vendor Selection
350
Vendor Evaluation
350
Vendor Development
351
Negotiations
351
Logistics Management
352
Distribution Systems
352
Cost of Shipping Alternatives
354
Logistics, Security, and JIT
354
Benchmarking Supply-Chain Management
354
Summary
355 ·
Key Terms
355 ·
Internet and
Student CD-ROM Exercises
355 ·
Additional Case
Studies
356
Supplement
11:
E-Commerce and Operations
Management
357
The Internet
358
Electronic Commerce
359
E-Commerce Definitions
360
Economics of E-Commerce
360
Product Design
361
Collaborative Project Management
362
E-Procurement
362
Online Catalogs
362
RFQs and Bid Packaging
363
Internet Outsourcing
363
Online Auctions
364
Inventory Tracking
364
Inventory Reduction
365
Warehousing for E-Commerce
365
Just-in-Time Delivery for E-Commerce
366
Scheduling and Logistics Improvements
366
Coordinated Pickup and Delivery
366
Logistics Cost Reduction
367
Summary
367·
Key
Tenns
367·
Internet and Student
CD-ROM Exercises
367 ·
Additional Case Studies
367
12.
Inventory Management
369
Global Company Profile: Amazonxom
370
Functions of Inventory
372
Types of Inventory
372
Inventor} Management
373
ABC Analysis
373
Record Accuracx
374
Cycle Counting
375
Control of Service Inventories
376
Inventory Models
376
Independent versus Dependent Demand
376
Holding, Ordering, and Setup Costs
377
Inventory Models for Independent Demand
377
The Basic Economic Order Quantity (EOQ)
Mode!
378
Minimizing Costs
378
Reorder Points
382
Production Order Quantity Model
383
Quantity Discount Models
386
Probabilistic Models and Safety Stock
388
Other Probabilistic Models
391
Fixed-Period (P) Systems
393
Summary
394 ·
Key Terms
395 ·
Using Software to
Solve Inventory Problems
396 ·
Solved Problems
397 ·
Internet and Student CD-ROM Exercises
399
•
Additional Case Studies
400
13.
Aggregate Planning
401
Global Company Profile: Anheuser-Busch
402
The Planning Process
404
The Nature of Aggregate Planning
404
Aggregate Planning Strategies
406
Capacity Options
406
Demand Options
407
Mixing Options to Develop a Plan
409
Methods for Aggregate Planning
410
Graphical and Charting Methods
410
Mathematical Approaches to Planning
413
Comparison of Aggregate Planning Methods
416
Aggregate Planning in Services
416
Restaurants
417
Hospitals
417
National Chains of Small Service Firms
417
Miscellaneous Services
417
Airline Industry
418
Yield Management
418
Summary
421 ·
Key Terms
421 ·
Using Software for
Aggregate Planning
421 ·
Solved Problems
422 ·
Internet and Student CD-ROM Exercises
424 ·
Additional Case Studies
425
14.
Material Requirements Planning (MRP)
andERP427
Global Company Profile: Collins Industries
428
Dependent Inventory Model Requirements
430
Master Production Schedule
430
XIV
Contents
Bills of Material
433
Accurate Inventory Records
434
Purchase Orders Outstanding
434
Lead Times for Each Component
435
MRP Structure
436
MRP Management
439
MRP Dynamics
439
MRP and JIT
440
Lot-Sizing Techniques
441
Extensions of MRP
444
Closed-Loop MRP
445
Capacity Planning
445
Material Requirements Planning II (MRP II)
446
MRP in Services
446
Distribution Resource Planning (DRP)
448
Enterprise Resource Planning (ERP)
448
Advantages and Disadvantages of ERP Systems
451
ERP in the Service Sector
451
Summary
452 ·
Key Terms
452 ·
Using Software to
Solve MRP Problems
452 ·
Solved Problems
453 ·
Internet and Student CD-ROM Exercises
456 ·
Additional Case Studies
456
15.
Short-Term Scheduling
457
Global Company Profile: Delta Airlines
458
The Strategic Importance of Short-Term
Scheduling
460
Scheduling Issues
460
Forward and Backward Scheduling
461
Scheduling Criteria
463
Scheduling Process-Focused Facilities
463
Loading Jobs
464
Input-Output Control
464
Gantt Charts
465
Assignment Method
467
Sequencing Jobs
469
Priority Rules for Dispatching Jobs
469
Critical Ratio
472
Sequencing
N
Jobs on Two Machines: Johnson s
Rule
473
Limitations of Rule-Based Dispatching Systems
474
Finite Capacity Scheduling (FCS)
475
Theory of Constraints
476
Bottlenecks
476
Drum, Buffer, Rope
477
Scheduling Repetitive Facilities
478
Scheduling Services
478
Scheduling Service Employees with Cyclical
Scheduling
479
Summary
481 ·
Key Terms
481 ·
Using Software for
Short-Term Scheduling
481 ·
Solved Problems
483 ·
Internet and Student CD-ROM Exercises
486 ·
Additional Case Studies
486
16.
Just-in-Time and Lean Production
Systems
487
Global Company Profile: Green Gear Cycling
488
Just-in-Time and Lean Production
490
Suppliers
491
Goals of JIT Partnerships
492
Concerns of Suppliers
494
JIT Layout
494
Distance Reduction
494
Increased Flexibility
494
Impact on Employees
494
Reduced Space and Inventory
495
Inventory
495
Reduce Variability
495
Reduce Inventory
496
Reduce Lot Sizes
496
Reduce Setup Costs
498
Scheduling
499
Level Schedules
499
Kanban
499
Quality
503
Employee Empowerment
503
Lean Production
503
Building a Lean Organization
504
5
S s
505
Seven Wastes
506
JIT in Services
506
Summary
507 ·
Key Terms
507 ·
Solved Problem
508 ·
Internet and Student CD-ROM Exercises
508
•
Additional Case Studies
508
17.
Maintenance and Reliability
509
Global Company Profile: Orlando Utilities
Commission
510
The Strategic Importance of Maintenance and
Reliability
512
Reliability
513
Improving Individual Components
513
Providing Redundancy
515
Maintenance
516
Implementing Preventive Maintenance
516
Increasing Repair Capabilities
519
Total Productive Maintenance
520
Techniques for Establishing Maintenance Policies
520
Summary
520 ·
Key Terms
521 ·
Using Software to
Solve Reliability Problems
521 ·
Solved Problems
521 ·
Internet and Student CD-ROM Exercises
522
•
Additional Case Studies
522
Contents
xv
PART FOUR
Quantitative Modules
5 23
A. Decision-Making Tools
523
The Decision Process in Operations
524
Fundamentals of Decision Making
525
Decision Tables
525
Types of Decision-Making Environments
526
Decision Making Under Uncertainty
526
Decision Making Under Risk
527
Decision Making Under Certainty
527
Expected Value of Perfect Information (EVPI)
528
Decision Trees
528
A More Complex Decision Tree
530
Using Decision Trees in Ethical Decision Making
531
Summary
532 ·
Key Terms
532 ·
Using Software for
Decision Models
533 ·
Solved Problems
533 ·
Internet and Student CD-ROM Exercises
534 ·
Additional Case Studies
534
B. Linear Programming
535
Requirements of a Linear Programming Problem
537
Formulating Linear Programming Problems
537
Shader Electronics Example
537
Graphical Solution to a Linear
Programming
Problem
538
Graphical Representation of Constraints
538
Iso-Profit Line Solution Method
540
Corner-Point Solution Method
542
Sensitivity Analysis
543
Sensitivity Report
543
Changes in the Resources or Right-Hand-Side
Values
544
Changes in the Objective Function Coefficient
545
Solving Minimization Problems
545
Linear Programming Applications
547
Production-Mix Example
547
Diet Problem Example
548
Production Scheduling Example
549
Labor Scheduling Example
550
The Simplex Method of LP
552
Summary
552 ·
Key Terms
552 ·
Using Software to
Solve LP Problems
552 ·
Solved Problems
554 ·
Internet and Student CD-ROM Exercises
556 ·
Additional Case Studies
556
C. Transportation Models
557
Transportation Modeling
558
Developing an Initial Solution
559
The Northwest-Comer Rule
560
The Intuitive Lowest-Cost Method
560
The Stepping-Stone Method
561
Special Issues in Modeling
564
Demand Not Equal to Supply
564
Degeneracy
565
Summary
566 ·
Key Terms
566 ·
Using Software
to Solve Transportation Problems
566 ·
Solved
Problems
568 ·
Internet and Student CD-ROM
Exercises
569 ·
Additional Case Studies
570
D. Waiting-Line Models
571
Characteristics of a Waiting-Line System
573
Arrival Characteristics
573
Waiting-Line Characteristics
574
Service Characteristics
575
Measuring the Queue s Performance
575
Queuing Costs
577
The Variety of Queuing Models
578
Model A: Single-Channel Queuing Model with
Poisson
Arrivals and Exponential
Senice
Times
578
Model B: Multiple-Channel Queuing Model
581
Model C: Constant-Service-Time Model
584
Model D: Limited-Population Model
584
Other Queuing Approaches
586
Summary
587 ·
Key Terms
587 ·
Using Software to
Solve Queuing Problems
587 ·
Solved Problems
588 ·
Internet and Student CD-ROM Exercises
590
•
Additional Case Study
590
E. Learning Curves
591
Learning Curves in Services and Manufacturing
593
Applying the Learning Curve
594
Arithmetic Approach
594
Logarithmic Approach
594
Learning-Curve Coefficient Approach
595
Strategic Implications of Learning Curves
596
Limitations of Learning Curves
597
Summary
597 ·
Key Term
598 ·
Using Software for
Learning Curves
598 ·
Solved Problems
598 ·
Internet and Student CD-ROM Exercises
599
F. Simulation
601
What is Simulation?
602
Advantages and Disadvantages of Simulation
603
Monte Carlo Simulation
603
Simulation of a Queuing Problem
607
Simulation and Inventory Analysis
608
Summary
611 ·
Key Terms
611 »
Using Software in
Simulation
611 ·
Solved Problems
613 ·
Internet
and Student CD-ROM Exercises
614 ·
Additional
Case Studies
614
xvi
Contents
Appendices
Al
Indices
II
Photo Credits
Cl
CD-ROM Tutorials
1.
Statistical Tools for Managers Tl-1
Discrete Probability Distributions Tl-2
Expected Value of a Discrete Probability
Distribution
Τ
1-3
Variance of a Discrete Probability
Distribution
Τ
1-3
Continuous Probability Distributions Tl-4
The Normal Distribution Tl-4
Summary Tl-7
·
Key Terms Tl-7
·
Discussion
Questions Tl-7
·
Problems Tl-7
·
Bibliography
T1-Ł
2.
Acceptance Sampling T2-1
Sampling Plans T2-2
Single Sampling
72-2
Double Sampling T2-2
Sequential Sampling T2-2
Operating Characteristic
(OC)
Curves T2-2
Producer s and Consumer s Risk T2-3
Average Outgoing Quality T2-5
Summary T2-6
·
Key Terms T2-6
·
Solved Problem
T2-7
·
Discussion Questions T2-7
·
Problems T2-7
3.
The Simplex Method of Linear
Programming T3-1
Converting the Constraints to Equations T3-2
Setting Up the First Simplex Tableau T3-2
Simplex Solution Procedures T3-4
Summary of Simplex Steps for Maximization
Problems T3-6
Artificial and Surplus Variables T3-7
Solving Minimization Problems T3-7
Summary T3-8
·
Key Terms T3-8
·
Solved
Problem T3-8
·
Discussion Questions T3-8
·
Problems T3-9
4.
The MODI and
VAM
Methods of Solving
Transportation Problems T4-1
MODI Method T4-2
How to use the MODI Method T4-2
Solving the Arizona Plumbing Problem with
MODIT4-2
Vogel s Approximation Method: Another Way to Find
an Initial Solution T4-4
Discussion Questions T4-8
·
Problems T4-8
5.
Vehicle Routing and Scheduling T5-1
Introduction T5-2
Service Delivery Example: Meals-for-ME T5-2
Objectives of Routing and Scheduling Problems T5-2
Characteristics of Routing and Scheduling
Problems T5-3
Classifying Routing and Scheduling
Problems T5-3
Solving Routing and Scheduling Problems T5-4
Routing Service Vehicles T5-5
The Traveling Salesman Problem T5-5
Multiple Traveling Salesman Problem T5-8
The Vehicle Routing Problem T5-9
Cluster First, Route Second Approach T5-10
Scheduling Service Vehicles T5-1
1
The Concurrent Scheduler Approach T5-13
Other Routing and Scheduling Problems T5-13
Summary T5-14
·
Key Terms T5-15
·
Discussion
Questions T5-15
·
Problems T5-15
·
Case Study:
Routing and Scheduling of Phlebotomists T5-17
·
Bibliography T5-
17
|
| adam_txt |
Brief Contents
PART ONE
Introduction
to Operations
Management 1
1.
Operations and Productivity
1
2.
Operations Strategy in a Global
Environment
21
3.
Project Management
45
4.
Forecasting
81
PART TWO
Designing Operations
121
5.
Design of Goods and Services
121
6.
Managing Quality
153
Supplement
6:
Statistical Process Control
175
7.
Process Strategy
199
Supplement
7:
Capacity Planning
227
8.
Location Strategies
245
9.
Layout Strategy
267
10.
Human Resources and Job Design
297
Supplement
10:
Work Measurement
319
PART THREE
Managing Operations
333
11.
Supply-Chain Management
333
Supplement
11 :
E-Commerce and Operations
Management
357
12.
Inventory Management
369
13.
Aggregate Planning
401
14.
Material Requirements Planning (MRP)
and ERP
427
15.
Short-Term Scheduling
457
16.
Just-in-Time and Lean Production
Systems
487
17.
Maintenance and Reliability
509
PART FOUR
Quantitative Modules
523
A. Decision-Making Tools
523
B. Linear Programming
535
C. Transportation Models
557
D. Waiting-Line Models
571
E. Learning Curves
591
F. Simulation
601
CD-ROM Tutorials
1.
Statistical Tools for Managers Tl-1
2.
Acceptance Sampling T2-1
3.
The Simplex Method of Linear
Programming T3-1
4.
The MODI and
VAM
Methods of Solving
Transportation Problems T4-1
5.
Vehicle Routing and Scheduling T5-1
Contents
About the Authors
iv
Preface
xvii
PART ONE
Introduction to Operations
Management
1
1.
Operations and Productivity
1
Global Company Profile: Hard Rock Cafe
2
What Is Operations Management?
4
Organizing to Produce Goods and Services
4
Why Study OM?
4
What Operations Managers Do
6
How This Book Is Organized
6
The Heritage of Operations Management
7
Operations in the Service Sector
9
Differences between Goods and Services
9
Growth of Services
10
Service Pay
11
Exciting New Trends in Operations Management
12
The Productivity Challenge
13
Productivity Measurement
14
Productivity Variables
16
Productivity and the Service Sector
17
Ethics and Social Responsibility
18
Summary
19 ·
Key Terms
19 ·
Solved Problems
19 '
Internet and Student CD-ROM Exercises
20 ·
Additional Case Study
20
2.
Operations Strategy in a Global
Environment
21
Global Company Profile: Boeing
22
A Global View of Operations
24
Cultural and Ethical Issues
27
Developing Missions and Strategies
27
Mission
27
Strategy
28
Achieving Competitive Advantage Through
Operations
29
Competing on Differentiation
30
Competing on Cost
30
Competing on Response
31
Ten Strategic OM Decisions
32
Issues in Operations Strategy
35
Research
35
Preconditions
36
Dynamics
36
Strategy Development and Implementation
37
Identify Critical Success Factors
37
Build and Staff the Organization
38
Integrate OM with Other Activities
39
Global Operations Strategy Options
39
International Strategy
40
Multidomestic Strategy
41
Global Strategy
41
Transnational Strategy
42
Summary
42 ·
Key Terms
43 ·
Solved
Problem
43 ·
Internet and Student CD-ROM
Exercises
43 ·
Additional Case Studies
44
3.
Project Management
45
Global Company Profile: Bechtel Group
46
The Importance of Project Management
48
Project Planning
48
The Project Manager
49
Work Breakdown Structure
50
Project Scheduling
51
Project Controlling
52
Project Management Techniques: PERT and CPM
53
The Framework of PERT and CPM
53
Network Diagrams and Approaches
53
Activity-on-Node Example
55
Activity-on-Arrow Example
57
Determining the Project Schedule
57
Forward Pass
58
Backward Pass
60
Calculating Slack Time and Identifying the Critical
Path(s)
61
Variability in Activity Times
62
Three Time Estimates in PERT
63
Probability of Project Completion
65
Cost-Time Trade-Offs and Project Crashing
67
A Critique of PERT and CPM
70
Using Microsoft Project to Manage Projects
71
Creating a Project Schedule Using MS Project
71
Tracking Progress and Managing Costs Using MS
Project
74
Contents
Summary
75 ·
Key Terms
75 ·
Using Software to
Solve Project Management Problems
75 ·
Solved
Problems
76 ·
Internet and Student CD-ROM
Exercises
80 ·
Additional Case Studies
80
4.
Forecasting
81
Global Company Profile: Tupperware Corporation
82
What Is Forecasting?
84
Forecasting Time Horizons
84
The Influence of Product Life Cycle
85
Types of Forecasts
85
The Strategic Importance of Forecasting
85
Human Resources
85
Capacity
85
Supply-Chain Management
85
Seven Steps in the Forecasting System
86
Forecasting Approaches
86
Overview of Qualitative Methods
86
Overview of Quantitative Methods
87
Time-Series Forecasting
87
Decomposition of a Time Series
88
Naive Approach
88
Moving Averages
89
Exponential Smoothing
90
Measuring Forecast Error
92
Exponential Smoothing with Trend
Adjustment
95
Trend Projections
98
Seasonal Variations in Data
100
Cyclical Variations in Data
105
Associative Forecasting Methods: Regression
and Correlation Analysis
105
Using Regression Analysis to Forecast
105
Standard Error of the Estimate
107
Correlation Coefficients for Regression Lines
108
Multiple-Regression Analysis
109
Monitoring and Controlling Forecasts
110
Adaptive Smoothing
112
Focus Forecasting
112
Forecasting in the Service Sector
112
Summary
113 ·
Key
Tenns
115*
Using Software
in Forecasting
115'
Solved Problems
116*
Internet
and Student CD-ROM Exercises
118*
Additional
Case Studies
119
PART TWO
Designing Operations
121
5.
Design of Goods and Services
121
Global Company Profile: Regal Marine
122
Goods and Services Selection
124
Product Strategy Options Support Competitive
Advantage
124
Product Life Cycles
125
Life Cycle and Strategy
126
Product-by-Value Analysis
126
Generating New Products
126
New Product Opportunities
127
Importance of New Products
128
Product Development
128
Product Development System
128
Quality Function Deployment (QFD)
129
Organizing for Product Development
131
Manufacturability and Value Engineering
132
Issues for Product Design
133
Robust Design
133
Modular Design
133
Computer-Aided Design (CAD)
133
Computer-Aided Manufacturing (CAM)
134
Virtual Reality Technology
135
Value Analysis
135
Ethics and Environmentally Friendly Designs
135
Time-Based Competition
138
Purchasing Technology by Acquiring a Firm
139
Joint Ventures
139
Alliances
139
Defining the Product
140
Make-or-Buy Decisions
141
Group Technology
142
Documents for Production
142
Product Life-Cycle Management (PLM)
143
Service Design
144
Documents for Services
146
Application of Decision Trees to Product Design
147
Transition to Production
148
Summary
149 ·
Key Terms
149 ·
Solved Problem
149 ·
Internet and Student CD-ROM Exercises
150
•
Additional Case Studies
151
6.
Managing Quality
153
Global Company Profile: Arnold Palmer Hospital
154
Quality and Strategy
156
Defining Quality
156
Implications of Quality
157
Malcolm Baldrige National Quality Award
157
Cost of Quality
(COQ)
158
Ethics and Quality Management
158
International Quality Standards
159
150
9000 159
ISO
14000 160
Contents
χι
Total Quality Management
160
Continuous Improvement
160
Six Sigma
161
Employee Empowerment
161
Benchmarking
162
Just-in-Time (JIT)
163
Taguchi Concepts
164
Knowledge of TQM Tools
165
Tools of TQM
165
Check Sheets
165
Scatter Diagrams
166
Cause-and-Effect Diagrams
166
Pareto Charts
167
Flowcharts
167
Histograms
168
Statistical Process Control
(SPC)
168
The Role of Inspection
168
When and Where to Inspect
169
Source Inspection
169
Service Industry Inspection
170
Inspection of Attributes versus Variables
170
TQM in Services
171
Summary
173 ·
Key Terms
173 ·
Internet and
Student CD-ROM Exercises
173·
Additional Case
Studies
174
Supplement
6:
Statistical Process Control
175
Statistical Process Control
(SPC)
176
Control Charts for Variables
178
Tiie Central Limit Theorem
179
Setting Mean Chart Limits (x-Charts)
180
Setting Range Chart Limits (R-Charts)
182
Using Mean and Range Charts
182
Control Charts for Attributes
184
Managerial Issues and Control Charts
187
Process Capability
189
Process Capability Ratio (Cp)
189
Process Capability Index (C k)
190
Acceptance Sampling
191
Operating Characteristic Curve
191
Average Outgoing Quality
192
Summary
194 ·
Key Terms
194 *
Using Software for
SPC
194 ·
Solved Problems
196 ·
Internet and
Student CD-ROM Exercises
197 ·
Additional Case
Studies
197
7.
Process Strategy
199
Global Company Profile: Dell Computer Corp.
200
Four Process Strategies
202
Process Focus
202
Repetitive Focus
204
Product Focus
205
Mass Customization Focus
206
Comparison of Process Choices
208
Process Analysis and Design
211
Flow Diagrams
211
Time-Function Mapping
212
Value-Stream Mapping
212
Process Charts
212
Service Blueprinting
213
Service Process Design
214
Customer Interaction and Process Design
215
More Opportunities to Improve Service Processes
216
Selection of Equipment and Technology
217
Production Technology
217
Machine Technology
217
Automatic Identification System
(AIS)
218
Process Control
218
Vision Systems
219
Robots
219
Automated Storage and Retrieval System
(ASRS)
219
Automated Guided Vehicle (AGV)
220
Flexible Manufacturing System (FMS)
220
Computer-Integrated Manufacturing
(СІМ)
220
Technology in Services
221
Process Redesign
222
Ethics and Environmentally Friendly Processes
223
Summary
225 ·
Key Terms
225 ·
Solved Problem
225
•
Internet and Student CD-ROM Exercises
225 ·
Additional Case Studies
226
Supplement
7:
Capacity Planning
227
Capacity
228
Design and Effective Capacity
229
Capacity and Strategy
230
Capacity Considerations
230
Managing Demand
231
Capacity Planning
232
Break-Even Analysis
233
Single-Product Case
235
Multiproduct Case
235
Applying Decision Trees to Capacity Decisions
237
Applying Investment Analysis to Strategy-Driven
Investments
238
Investment, Variable Cost, and Cash Flow
238
Net Present Value
238
Summary
241 ·
Key Terms
242 ·
Using Software for
Break-Even Analysis
242 ·
Solved Problems
243 ·
Internet and Student CD-ROM Exercises
244 ·
Additional Case Studies
244
XII
Contents
8.
Location Strategies
245
Global Company Profile: Federal Express
246
The Strategic Importance of Location
248
Factors that Affect Location Decisions
249
Labor Productivity
250
Exchange Rates and Currency Risk
250
Costs
251
Attitudes
252
Proximity to Markets
252
Proximity to Suppliers
252
Proximity to Competitors (Clustering)
252
Methods of Evaluating Location Alternatives
253
The Factor-Rating Method
253
Locational Break-Even Analysis
254
Center-of-Gravity Method
255
Transportation Model
257
Service Location Strategy
258
How Hotel Chains Select Sites
258
The Telemarketing Industry
260
Geographic Information Systems
260
Summary
261 ·
Key Terms
262 ·
Using Software to
Solve Location
Problems 262 ·
Solved Problems
263 ·
Internet and Student CD-ROM Exercises
264
•
Additional Case Studies
265
9.
Layout Strategy
267
Global Company Profile: McDonald's
268
The Strategic Importance of Layout Decisions
270
Types of Layout
270
Office Layout
271
Retail Layout
272
Senicescapes
273
Warehousing and Storage Layouts
274
Cross-Docking
274
Random Stocking
275
Customizing
275
Fixed-Position Layout
276
Process-Oriented Layout
277
Computer Software for Process-Oriented Layouts
281
Work Cells
282
Requirements of Work Cells
282
Staffing and Balancing Work Cells
284
The Focused Work Center and the Focused
Factory
285
Repetitive and Product-Oriented Layout
286
Assembly-Line Balancing
287
Summary
291 ·
Key Terms
291 ·
Using Software to
Solve Layout Problems
292 ·
Solved Problems
293*
Internet and Student CD-ROM Exercises
296 ·
Additional Case Studies
296
10.
Human Resources and Job Design
297
Global Company Profile: Southwest Airlines
298
Human Resource Strategy for Competitive Advantage
300
Constraints on Human Resource Strategy
300
Labor Planning
301
Employment-Stability Policies
301
Work Schedules
301
Job Classifications and Work Rules
302
Job Design
302
Labor Specialization
302
Job Expansion
303
Psychological Components of Job Design
304
Self-Directed Teams
305
Motivation and Incentive Systems
306
Ergonomics and Work Methods
307
The Visual Workplace
312
Ethics and The Work Environment
314
Labor Standards
314
Summary
314'
Key Terms
315 ·
Solved Problem
315 ·
Internet and Student CD-ROM Exercises
317
•
Additional Case Studies
317
Supplement
10:
Work Measurement
319
Labor Standards and Work Measurement
320
Historical Experience
321
Time Studies
321
Predetermined Time Standards
325
Work Sampling
327
Summary
330 ·
Key Terms
330 ·
Solved Problems
330 ·
Internet and Student CD-ROM Exercises
332
•
Additional Case Studies
332
PART THREE
Managing Operations
333
11.
Supply-Chain Management
333
Global Company Profile: Volkswagen
334
The Strategic Importance of the Supply Chain
336
Global Supply-Chain Issues
337
Supply-Chain Economics
338
Make-or-Buy Decisions
338
Outsourcing
339
Ethics in the Supply Chain
341
Supply-Chain Strategies
342
Many Suppliers
342
Few Suppliers
342
Vertical
Integration 342
Contents
XIII
Keiretsu Networks
344
Virtual Companies
344
Managing the Supply Chain
345
Issues in an Integrated Supply Chain
345
Opportunities in an Integrated Supply Chain
347
Internet Purchasing
349
Vendor Selection
350
Vendor Evaluation
350
Vendor Development
351
Negotiations
351
Logistics Management
352
Distribution Systems
352
Cost of Shipping Alternatives
354
Logistics, Security, and JIT
354
Benchmarking Supply-Chain Management
354
Summary
355 ·
Key Terms
355 ·
Internet and
Student CD-ROM Exercises
355 ·
Additional Case
Studies
356
Supplement
11:
E-Commerce and Operations
Management
357
The Internet
358
Electronic Commerce
359
E-Commerce Definitions
360
Economics of E-Commerce
360
Product Design
361
Collaborative Project Management
362
E-Procurement
362
Online Catalogs
362
RFQs and Bid Packaging
363
Internet Outsourcing
363
Online Auctions
364
Inventory Tracking
364
Inventory Reduction
365
Warehousing for E-Commerce
365
Just-in-Time Delivery for E-Commerce
366
Scheduling and Logistics Improvements
366
Coordinated Pickup and Delivery
366
Logistics Cost Reduction
367
Summary
367·
Key
Tenns
367·
Internet and Student
CD-ROM Exercises
367 ·
Additional Case Studies
367
12.
Inventory Management
369
Global Company Profile: Amazonxom
370
Functions of Inventory
372
Types of Inventory
372
Inventor}' Management
373
ABC Analysis
373
Record Accuracx
374
Cycle Counting
375
Control of Service Inventories
376
Inventory Models
376
Independent versus Dependent Demand
376
Holding, Ordering, and Setup Costs
377
Inventory Models for Independent Demand
377
The Basic Economic Order Quantity (EOQ)
Mode!
378
Minimizing Costs
378
Reorder Points
382
Production Order Quantity Model
383
Quantity Discount Models
386
Probabilistic Models and Safety Stock
388
Other Probabilistic Models
391
Fixed-Period (P) Systems
393
Summary
394 ·
Key Terms
395 ·
Using Software to
Solve Inventory Problems
396 ·
Solved Problems
397 ·
Internet and Student CD-ROM Exercises
399
•
Additional Case Studies
400
13.
Aggregate Planning
401
Global Company Profile: Anheuser-Busch
402
The Planning Process
404
The Nature of Aggregate Planning
404
Aggregate Planning Strategies
406
Capacity Options
406
Demand Options
407
Mixing Options to Develop a Plan
409
Methods for Aggregate Planning
410
Graphical and Charting Methods
410
Mathematical Approaches to Planning
413
Comparison of Aggregate Planning Methods
416
Aggregate Planning in Services
416
Restaurants
417
Hospitals
417
National Chains of Small Service Firms
417
Miscellaneous Services
417
Airline Industry
418
Yield Management
418
Summary
421 ·
Key Terms
421 ·
Using Software for
Aggregate Planning
421 ·
Solved Problems
422 ·
Internet and Student CD-ROM Exercises
424 ·
Additional Case Studies
425
14.
Material Requirements Planning (MRP)
andERP427
Global Company Profile: Collins Industries
428
Dependent Inventory Model Requirements
430
Master Production Schedule
430
XIV
Contents
Bills of Material
433
Accurate Inventory Records
434
Purchase Orders Outstanding
434
Lead Times for Each Component
435
MRP Structure
436
MRP Management
439
MRP Dynamics
439
MRP and JIT
440
Lot-Sizing Techniques
441
Extensions of MRP
444
Closed-Loop MRP
445
Capacity Planning
445
Material Requirements Planning II (MRP II)
446
MRP in Services
446
Distribution Resource Planning (DRP)
448
Enterprise Resource Planning (ERP)
448
Advantages and Disadvantages of ERP Systems
451
ERP in the Service Sector
451
Summary
452 ·
Key Terms
452 ·
Using Software to
Solve MRP Problems
452 ·
Solved Problems
453 ·
Internet and Student CD-ROM Exercises
456 ·
Additional Case Studies
456
15.
Short-Term Scheduling
457
Global Company Profile: Delta Airlines
458
The Strategic Importance of Short-Term
Scheduling
460
Scheduling Issues
460
Forward and Backward Scheduling
461
Scheduling Criteria
463
Scheduling Process-Focused Facilities
463
Loading Jobs
464
Input-Output Control
464
Gantt Charts
465
Assignment Method
467
Sequencing Jobs
469
Priority Rules for Dispatching Jobs
469
Critical Ratio
472
Sequencing
N
Jobs on Two Machines: Johnson's
Rule
473
Limitations of Rule-Based Dispatching Systems
474
Finite Capacity Scheduling (FCS)
475
Theory of Constraints
476
Bottlenecks
476
Drum, Buffer, Rope
477
Scheduling Repetitive Facilities
478
Scheduling Services
478
Scheduling Service Employees with Cyclical
Scheduling
479
Summary
481 ·
Key Terms
481 ·
Using Software for
Short-Term Scheduling
481 ·
Solved Problems
483 ·
Internet and Student CD-ROM Exercises
486 ·
Additional Case Studies
486
16.
Just-in-Time and Lean Production
Systems
487
Global Company Profile: Green Gear Cycling
488
Just-in-Time and Lean Production
490
Suppliers
491
Goals of JIT Partnerships
492
Concerns of Suppliers
494
JIT Layout
494
Distance Reduction
494
Increased Flexibility
494
Impact on Employees
494
Reduced Space and Inventory
495
Inventory
495
Reduce Variability
495
Reduce Inventory
496
Reduce Lot Sizes
496
Reduce Setup Costs
498
Scheduling
499
Level Schedules
499
Kanban
499
Quality
503
Employee Empowerment
503
Lean Production
503
Building a Lean Organization
504
5
S's
505
Seven Wastes
506
JIT in Services
506
Summary
507 ·
Key Terms
507 ·
Solved Problem
508 ·
Internet and Student CD-ROM Exercises
508
•
Additional Case Studies
508
17.
Maintenance and Reliability
509
Global Company Profile: Orlando Utilities
Commission
510
The Strategic Importance of Maintenance and
Reliability
512
Reliability
513
Improving Individual Components
513
Providing Redundancy
515
Maintenance
516
Implementing Preventive Maintenance
516
Increasing Repair Capabilities
519
Total Productive Maintenance
520
Techniques for Establishing Maintenance Policies
520
Summary
520 ·
Key Terms
521 ·
Using Software to
Solve Reliability Problems
521 ·
Solved Problems
521 ·
Internet and Student CD-ROM Exercises
522
•
Additional Case Studies
522
Contents
xv
PART FOUR
Quantitative Modules
5 23
A. Decision-Making Tools
523
The Decision Process in Operations
524
Fundamentals of Decision Making
525
Decision Tables
525
Types of Decision-Making Environments
526
Decision Making Under Uncertainty
526
Decision Making Under Risk
527
Decision Making Under Certainty
527
Expected Value of Perfect Information (EVPI)
528
Decision Trees
528
A More Complex Decision Tree
530
Using Decision Trees in Ethical Decision Making
531
Summary
532 ·
Key Terms
532 ·
Using Software for
Decision Models
533 ·
Solved Problems
533 ·
Internet and Student CD-ROM Exercises
534 ·
Additional Case Studies
534
B. Linear Programming
535
Requirements of a Linear Programming Problem
537
Formulating Linear Programming Problems
537
Shader Electronics Example
537
Graphical Solution to a Linear
Programming
Problem
538
Graphical Representation of Constraints
538
Iso-Profit Line Solution Method
540
Corner-Point Solution Method
542
Sensitivity Analysis
543
Sensitivity Report
543
Changes in the Resources or Right-Hand-Side
Values
544
Changes in the Objective Function Coefficient
545
Solving Minimization Problems
545
Linear Programming Applications
547
Production-Mix Example
547
Diet Problem Example
548
Production Scheduling Example
549
Labor Scheduling Example
550
The Simplex Method of LP
552
Summary
552 ·
Key Terms
552 ·
Using Software to
Solve LP Problems
552 ·
Solved Problems
554 ·
Internet and Student CD-ROM Exercises
556 ·
Additional Case Studies
556
C. Transportation Models
557
Transportation Modeling
558
Developing an Initial Solution
559
The Northwest-Comer Rule
560
The Intuitive Lowest-Cost Method
560
The Stepping-Stone Method
561
Special Issues in Modeling
564
Demand Not Equal to Supply
564
Degeneracy
565
Summary
566 ·
Key Terms
566 ·
Using Software
to Solve Transportation Problems
566 ·
Solved
Problems
568 ·
Internet and Student CD-ROM
Exercises
569 ·
Additional Case Studies
570
D. Waiting-Line Models
571
Characteristics of a Waiting-Line System
573
Arrival Characteristics
573
Waiting-Line Characteristics
574
Service Characteristics
575
Measuring the Queue's Performance
575
Queuing Costs
577
The Variety of Queuing Models
578
Model A: Single-Channel Queuing Model with
Poisson
Arrivals and Exponential
Senice
Times
578
Model B: Multiple-Channel Queuing Model
581
Model C: Constant-Service-Time Model
584
Model D: Limited-Population Model
584
Other Queuing Approaches
586
Summary
587 ·
Key Terms
587 ·
Using Software to
Solve Queuing Problems
587 ·
Solved Problems
588 ·
Internet and Student CD-ROM Exercises
590
•
Additional Case Study
590
E. Learning Curves
591
Learning Curves in Services and Manufacturing
593
Applying the Learning Curve
594
Arithmetic Approach
594
Logarithmic Approach
594
Learning-Curve Coefficient Approach
595
Strategic Implications of Learning Curves
596
Limitations of Learning Curves
597
Summary
597 ·
Key Term
598 ·
Using Software for
Learning Curves
598 ·
Solved Problems
598 ·
Internet and Student CD-ROM Exercises
599
F. Simulation
601
What is Simulation?
602
Advantages and Disadvantages of Simulation
603
Monte Carlo Simulation
603
Simulation of a Queuing Problem
607
Simulation and Inventory Analysis
608
Summary
611 ·
Key Terms
611 »
Using Software in
Simulation
611 ·
Solved Problems
613 ·
Internet
and Student CD-ROM Exercises
614 ·
Additional
Case Studies
614
xvi
Contents
Appendices
Al
Indices
II
Photo Credits
Cl
CD-ROM Tutorials
1.
Statistical Tools for Managers Tl-1
Discrete Probability Distributions Tl-2
Expected Value of a Discrete Probability
Distribution
Τ
1-3
Variance of a Discrete Probability
Distribution
Τ
1-3
Continuous Probability Distributions Tl-4
The Normal Distribution Tl-4
Summary Tl-7
·
Key Terms Tl-7
·
Discussion
Questions Tl-7
·
Problems Tl-7
·
Bibliography
T1-Ł
2.
Acceptance Sampling T2-1
Sampling Plans T2-2
Single Sampling
72-2
Double Sampling T2-2
Sequential Sampling T2-2
Operating Characteristic
(OC)
Curves T2-2
Producer's and Consumer's Risk T2-3
Average Outgoing Quality T2-5
Summary T2-6
·
Key Terms T2-6
·
Solved Problem
T2-7
·
Discussion Questions T2-7
·
Problems T2-7
3.
The Simplex Method of Linear
Programming T3-1
Converting the Constraints to Equations T3-2
Setting Up the First Simplex Tableau T3-2
Simplex Solution Procedures T3-4
Summary of Simplex Steps for Maximization
Problems T3-6
Artificial and Surplus Variables T3-7
Solving Minimization Problems T3-7
Summary T3-8
·
Key Terms T3-8
·
Solved
Problem T3-8
·
Discussion Questions T3-8
·
Problems T3-9
4.
The MODI and
VAM
Methods of Solving
Transportation Problems T4-1
MODI Method T4-2
How to use the MODI Method T4-2
Solving the Arizona Plumbing Problem with
MODIT4-2
Vogel's Approximation Method: Another Way to Find
an Initial Solution T4-4
Discussion Questions T4-8
·
Problems T4-8
5.
Vehicle Routing and Scheduling T5-1
Introduction T5-2
Service Delivery Example: Meals-for-ME T5-2
Objectives of Routing and Scheduling Problems T5-2
Characteristics of Routing and Scheduling
Problems T5-3
Classifying Routing and Scheduling
Problems T5-3
Solving Routing and Scheduling Problems T5-4
Routing Service Vehicles T5-5
The Traveling Salesman Problem T5-5
Multiple Traveling Salesman Problem T5-8
The Vehicle Routing Problem T5-9
Cluster First, Route Second Approach T5-10
Scheduling Service Vehicles T5-1
1
The Concurrent Scheduler Approach T5-13
Other Routing and Scheduling Problems T5-13
Summary T5-14
·
Key Terms T5-15
·
Discussion
Questions T5-15
·
Problems T5-15
·
Case Study:
Routing and Scheduling of Phlebotomists T5-17
·
Bibliography T5-
17 |
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