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Operations Management
A Supply Chain Process Approach

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July 2016 | 656 pages | SAGE Publications, Inc

“The presentation of the materials is excellent!  The examples of the companies throughout the chapters are a fantastic way to get the messages across to the students.  This is the best operations book I have ever read.”

Jerry Bilbrey, Clemson University

Finally, an operations management book to get excited about.

 

Operations Management: A Supply Chain Process Approach exposes students to the exciting and ever-changing world of operations management through dynamic writing, application, and cutting-edge examples that will keep students interested and instructors inspired! Author Dr. Joel Wisner understands that today’s students will be entering a highly competitive global marketplace where two things are crucial: a solid knowledge of operations management and an understanding of the importance for organizations to integrate their operations and supply chain processes. With this in mind, Wisner not only provides a clear and comprehensive introduction to operations management, but also gives attention to the important processes involved in linking firms’ operations in a supply chain environment.

 

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Assignable SAGE Premium Video (available via the free interactive eBook version and SAGE coursepacks) that is tied to learning objectives, and produced exclusively for this text to bring concepts to life and appeal to different learning styles, featuring video cases at various businesses and animated videos that walk students through solving practice problems.

 

Littlefield Labs Simulation for Joel D. Wisner's Operations Management—only $15 more!
Make it easy for students to see operations management in practice by engaging them in a fun and competitive online simulation. When bundled with the print text of Operations Management: A Supply Chain Process Approach by Joel D. Wisner, students gain access to this effective learning tool for only $15 more. Order using bundle ISBN 978-1-5063-8117-6. Learn more.  


 
PART I - DEVELOPING OPERATIONS STRATEGIES
 
Chapter 1: Operations Management, Processes and Supply Chain Management
OM Service Profile: Walmart Uses Its Supply Chain to Reduce Costs and Improve Profitability

 
Operations Management Defined

 
Processes and Supply Chain

 
OM Service Profile: Process Improvement at Inova Mount Vernon Hospital

 
A Supply Chain View of the Organization

 
The Eight Key Supply Chain Processes

 
OM Service Profile: Demand Management at the 2010 Olympic Winter Games

 
Operations Management in Services

 
OM Service Profile: Phone.com Succeeds with Outstanding Customer Service

 
Important Developments in Operations Management

 
 
Chapter 2: Corporate Strategy, Performance, and Sustainability
OM Manufacturing Profile: Dow Chemical's Use of Ethics and Sustainability

 
Corporate Strategy Development

 
Aligning Operations Strategies for Competitive Advantage

 
Operations Strategy Tradeoffs

 
Measuring Operations Performance

 
OM Manufacturing Profile: Frito-Lay Analyzes a Performance Problem

 
OM Service Profile: Scorecarding at Global Workplace Solutions

 
Trends in Operations Strategies - The Growing Importance of Ethics and Sustainability

 
OM Service Profile: CSR at Standard Chartered Bank

 
 
Chapter 3: Product Design and Development
OM Service Profile: Product Design at Denny's

 
Design of Goods and Services

 
OM Manufacturing Profile: Designing Powerski's Jetboard

 
The Product Development Process

 
OM Manufacturing Profile: Enterprise Social Networking at SAS Institute

 
OM Service Profile: ARAMARK’s Use of Service Blueprinting

 
Reducing Product Development Lead Time

 
Sustainability in Product Design

 
Current Trends in Product Design

 
 
Chapter 4: Process Design and Capacity Management
OM Service Profile: Mass Customization in Campus Dining Halls

 
Types of Processes

 
Process Flowcharting and Analysis

 
OM Service Profile: Process Analysis at Intermountain Healthcare

 
OM Service Profile: Process Monitoring and Improvement at Lake Cumberland Hospital

 
Capacity Management

 
Break-Even Analysis

 
Sustainability in Process Design

 
OM Manufacturing Profile: Sustainability at Burt's Bees

 
 
Chapter 5: Customer Relationships and Customer Service
OM Service Profile: The Importance of Building Relationships at Byrne Industrial Solutiions

 
Customer Relationships and Customer Service Defined

 
The Customer Relationship Process

 
OM Service Profile: Using Predictive Analytics to Segment Customers

 
OM Service Profile: CRM Success at the University of South Florida

 
The Customer Service Process

 
 
PART II - MANUFACTURING AND SERVICE FLOWS
 
Chapter 6: Demand Management, Forecasting and Aggregate Planning
OM Service Profile: Better Demand Forecasting Saves Money for Lee Memorial Health System

 
Demand Management Defined

 
The Forecasting Process

 
Forecast Accuracy

 
Collaborative Planning, Forecasting, and Replenishment

 
OM Profile: Retailer West Marine Finds Success with CPFR

 
Aggregate Planning

 
 
Chapter 7: Independent Demand Inventory Management Systems
OM Profile: Managing Inventory in the Cloud at USA Cycling

 
Types of Inventories

 
Functions of Inventory

 
Inventory Costs, Risks, and Value

 
Independent Demand Inventory Management

 
OM Profile: Managing Inventories is Like ABC at Metso

 
Measuring Inventory Management Performance

 
OM Profile: Designing a Performance Measurement System at Talan

 
 
Chapter 8: Material Flow Analysis and Facility Layouts
OM Profile: Value Stream Mapping at Thermo Fisher Scientific

 
Material Flow Mapping

 
Material Flow Analysis

 
Theory of Constraints

 
OM Profile: ASPC Sees Benefits with TOC

 
Manufacturing Flexibility

 
OM Profile: BAE Systems’ CIM Facility

 
Layout Design

 
OM Profile: T-Mobile's New Retail Layout Profile

 
Trends in Layout Design

 
 
Chapter 8 Supplement: Job Scheduling and Vehicle Routing
OM Profile: Vehicle Scheduling at Airport Limousine Services Ltd.

 
Job Scheduling

 
Dispatch Rules

 
Vehicle Scheduling and Routing

 
 
Chapter 9: Lean Systems
OM Profile: Cox Machine's Lean Supply Chain

 
A Short History of Lean and the Toyota Production System

 
Lean Practices

 
OM Profile: Lean Systems at R.W. Beckett

 
OM Profile: CertainTeed’s Use of the Kaizen Blitz

 
Lean Thinking Services

 
Creating a Lean Culture

 
Lean and Sustainable Supply Chains

 
OM Profile: Nike's Lean and Sustainable Supply Chain

 
Current Issues with Lean Systems

 
 
Chapter 10: Managing Customer and Work Flows
OM Profile: The Mooyah Goggle Test

 
Customer Flow Mapping

 
Service Delivery System Design

 
Demand Variability and Service Capacity Utilization

 
Managing Customer Queues

 
OM Profile: Cox Reduces Waits for the Cable Guy

 
Managing Work Flows

 
OM Profile: Peninsula Uses Dose Management Tool to Reduce Medication Errors

 
 
Chapter 11: Managing Information Flows - MRP and ERP
OM Profile: Gallus BioPharmaceuticals Uses Rapid Implementation for their ERP System

 
The Concept of Information Flow

 
OM Profile: Dart Uses Technology to Schedule Drivers and Shipments

 
Dependent Demand Inventory Management

 
OM Profile: MRP System Takes Madill into 21st Century

 
The Evolution and Use of enterprise Resource Planning Systems

 
OM Profile: Service Shop Implements Cloud ERP

 
Automating Process Management

 
OM Profile: Skandia Saves Costs with BPM

 
Trend in Enterprise Resource Planning

 
 
Chapter 12: Managing Projects
OM Service Profile: ScottishPower Renewables to Build World’s Largest Tidal Energy Project

 
Project Management Defined

 
Project Planning and the Gantt Chart

 
The CPM and PERT Project Management Techniques

 
Project Trade-offs and Crashing

 
Managing Project Risk

 
OM Service Profile: Project Risk Management at London’s Olympic Park

 
Project Management Trends - Software and Cloud-Based Systems

 
OM Service Profile: Ajasa Switches to Use of MS Project

 
 
Chapter 13: Six Sigma Quality Management
OM Service Profile: Louisiana State Police Crime Lab Uses Six Sigma to Improve Productivity

 
The Origins of Six Sigma

 
OM Service Profile: Cedars-Sinai Uses Lean Six Sigma to Improve Hand Hygiene

 
The Contributors to, and Elements of Six Sigma

 
OM Service Profile: K&N—Only the Second Restaurant to Win the Baldrige

 
The Tools of Six Sigma

 
OM Manufacturer Profile: Boeing’s Use of Root Cause Analysis

 
Trends in Six Sigma

 
 
Chapter 13 Supplement: Statistical Quality Control
OM Manufacturer Profile: Improving Bricks with Statistical Process Control

 
Process Control for Variable Data

 
Process Control for Attribute Data

 
Process Capability

 
Acceptance Sampling

 
 
PART III - MANAGING SUPPLY CHAINS
 
Chapter 14: Global Supply Management
OM Profile: The Practice of Nearshoring

 
The Strategic Role of Supply Management

 
The Purchasing Cycle

 
OM Service Profile: Areya’s Program for Locating Suppliers

 
The Make-or-Buy Break-Even Analysis

 
Global Sourcing

 
OM Profile:The Growth of Foreign Trade in Mexico

 
Supply Base Rationalization

 
Supplier Relationship Management

 
Ethical and Sustainable Sourcing

 
OM Service Profile: Bon Appétit’s Sustainable Initiatives

 
Current Trend - Improving Supplier Performance

 
 
Chapter 15: Location, Logistics, and Product Returns
OM Profile: NAFTA and the I-35 Corridor

 
Manufacturing and Service Location Strategies

 
OM Profile: East Penn’s Wujiang Facility

 
Transportation Planning

 
OM Profile: Boeing’s 787 Dreamliner Begins Operating

 
Warehousing Management

 
Returns Management

 
Current Trend—Logistics Sustainability

 
OM Service Profile: Going Green is Saving Green for Wright & Filippis

 
Product Returns and Sustainability

 
 
Chapter 16. Integrating Processes along the Supply Chain
OM Manufacturing Profile: Process Integration is a Complex Undertaking at IBM

 
The Supply Chain Process Integration Model

 
OM Profile: Sanyuan Foods Integrates Their Milk Supply Chain

 
OM Profile: HP Integrates Its Supply Chains with Menlo’s Help

 
Obstacles to Process Integration

 
Managing Supply Chain Risk and Security

 
OM Service Profile: Panjiva Analyzes Supply Chain Risk

 
Trends in Process Integration

 

Supplements

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    • Diagnostic chapter pre tests and post tests that identify opportunities for improvement, track student progress, and ensure mastery of key learning objectives
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  • Assignable SAGE Premium Video (available via the free interactive eBook version, linked through SAGE coursepacks) that is tied to learning objectives, and produced exclusively for this text to bring concepts to life and appeal to different learning styles, featuring:
    • Video cases at several companies including Rolls Royce and The Rockefeller Gastropub to provide students with engaging, real-world footage of day-to-day operations management
    • Animated videos that walk students through solving practice problems
    • Corresponding multimedia assessment options that automatically feed to your gradebook
    • Comprehensive, downloadable, easy-to-use Media Guide in the Coursepack for every video resource, listing the chapter to which the video content is tied, matching learning objective(s), a helpful description of the video content, and assessment questions
  • Additional video resources that bring concepts to life, are tied to learning objectives and make learning easier
  • Editable, chapter-specific PowerPoint® slides that offer flexibility when creating multimedia lectures so you don’t have to start from scratch but you can customize to your exact needs
  • Sample course syllabi with suggested models for structuring your course that give you options to customize your course in a way that is perfect for you
  • Lecture notes that summarize key concepts on a chapter-by-chapter basis to help you with preparation for lectures and class discussions
  • Integrated links to the interactive eBook that make it easy for your students to maximize their study time with this “anywhere, anytime” mobile-friendly version of the text. It also offers access to more digital tools and resources, including SAGE Premium Video
  • All tables and figures from the textbook
  • Teaching notes for the cases that include sample answers to case questions, as well as summaries and analyses
  • Additional homework problems for each chapter that help students practice applying key concepts
  • A solutions manual for problems in the book and sample answers to questions in the text that provide an essential reference
  • Excel templates for formulas to assist with practice problems
  • Meaningful articles from the web that facilitate further exploration of topics by showing how the concepts work in the real world
Student Study Site

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SAGE EDGE FOR STUDENTS enhances learning in an easy-to-use environment that offers:

  • Mobile-friendly flashcards that strengthen understanding of key terms and concepts, and make it easy to maximize your study time, anywhere, anytime
  • Mobile-friendly practice quizzes that allow you to assess how much you’ve learned and where you need to focus your attention
  • A customized online action plan to enhance your learning experience
  • Chapter summaries with learning objectives that reinforce the most important material
  • SAGE Premium Video, tied to learning objectives and produced exclusively for this text to bring concepts to life, featuring:

o     Walkthroughs of examples in the book

o    Want access to more SAGE Premium Video? Ask your instructor about the interactive eBook version of this text, where you can access even more video resources and digital tools.

  • Additional video resources that bring concepts to life, are tied to learning objectives, and make learning easier
  • Downloadable chapter outlines to facilitate note-taking
  • Excel templates following examples in the book to assist with homework problems
  • Downloadable chapter outlines to facilitate note-taking as you study
  • Meaningful articles from the web that facilitate further exploration of topics by showing how the concepts work in the real world. 

“Let me start by saying that if Dr. Wisner is able to produce the text outlined in the table of contents it will be a significant improvement over the vast majority of texts currently on the market. I liked the way everything fit together and flowed from one topic to the next. I also liked the fact that this text more closely matches what is currently happening in industry than other texts.”

Scott Nadler
University of Central Arkansas

“The examples are great, I loved them. The material is current which is very important to me.”

Ravi Narayanaswamy
University of South Carolina, Aiken

“I think this book presents a good balance of qualitative and quantitative coverage. I like the approach. It is not too heavy into quantitative topics. I want the students to understand the whys of what we do more so than how we do the quantitative.”

Norma Davis
Pepperdine University

“I think it is written very nicely, and it is easy to read. I like the flow of the text as well, and I also like the "breakout" cases within the text. I like how it speaks to current trends!”

Lisa Walters
Fredonia University

"The textbook delivers what it promises. The materials take a supply chain process approach and links OM topics to important supply chain processes. A process-centric operations management is the key factor today where organizations need to come out of their traditional functional, silo-based infrastructure to process-based organizational infrastructure."

Asoke Dey
University of Akron

“The currency level is very high. I applaud the author's effort in integrating so many recent examples and cases. Students will love these.”

Lifang Wu
Xavier University

“The presentation of the materials is excellent!  The examples of the companies throughout the chapters are a fantastic way to get the messages across to the students.  This is the best operations book I have ever read.”

Jerry Bilbrey
Clemson University
Key features

KEY FEATURES

    Original video case studies!

    SAGE filmed several companies including Rolls Royce and The Rockefeller Gastropub to provide students with engaging, real-world footage of day-to-day operations management. Students can watch how real companies make decisions, solve problems, overcome obstacles, and strategically use operation tools and techniques to create a competitive advantage.

     

    Balanced emphasis on manufacturing and service operations!

    Knowing that many of his readers will work in the service industry, Wisner carefully and intentionally included a balance of operations examples from both manufacturing and service.

     

    Cutting edge coverage!

    In his groundbreaking new textbook, Wisner outpaces the competition by paying special attention to several critical and emerging issues in OM including:

    • customer relationships and customer service;
    • job scheduling and vehicle routing;
    • customer flows and work flows; and
    • managing information flows.

     

    In addition, each chapter includes a section describing trends and current issues that are impacting managers today including:

    • RFID;
    • big data analytics;
    • ethics in OM;
    • sustainability in design;
    • CPFR;
    • process management automation;
    • cloud-based systems, and more.

Sample Materials & Chapters

Chapter 7

Chapter 12


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