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Contents
List of gures and tables, and exhibits from case studies Preface Acknowledgements xi xix xxiii
1
1 1 1 5 6 19 26 29 31 31 33
2 Operations performance
Introduction Key questions Operations performance objectives The relative importance of performance objectives change over time Trade-offs Targeting and operations focus Summary answers to key questions Further reading Notes on the chapter
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35 36 36 48 54 61 67 68 68
3 Capacity strategy
Introduction Key questions What is capacity strategy? The overall level of operations capacity The number and size of sites Capacity change Location of capacity Summary answers to key questions Further reading Notes on the chapter
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69 70 69 71 80 82 89 96 97 98
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99 99 100 108 112 117 121 123 126 132 133 134
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135 136 136 138 141 143 145 151 162 163 164
6 Improvement strategy
Introduction Key questions Development and improvement Setting the direction Importanceperformance mapping Developing operations capabilities Deploying capabilities in the market Summary answers to key questions Further reading Notes on the chapter
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165 165 165 170 178 182 187 192 194 194
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196 197 197 203
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A market requirements perspective on product and service development An operations resources perspective on product and service development Summary answers to key questions Further reading Notes on the chapter
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227 227 228 233 246 248 251 253 261 262 262
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264 264 265 266 271 278 282 287 293 297 298 298
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299 299 300 300 305 317 319 325 330 332 332
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Cases studies
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Bunge Limited IKEAs global sourcing challenge: Indian rugs and child labour From Russia with love McDonalds Corporation Kuhn Flowers Inditex: Zara and beyond Delta Synthetic Fibres (DSF) The Greenville Operation Turnround at the Preston plant Disneyland Resort Paris
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335 364 378 390 402 418 423 430 439 446
Index
457
Supporting resources
Visit www.pearsoned.co.uk/slack to nd valuable online resources Companion Website for students Study guides for each chapter to help test your understanding For instructors Complete, downloadable Instructors Manual PowerPoint slides that can be downloaded and used for presentations For more information please contact your local Pearson Education sales representative or visit www.pearsoned.co.uk/slack