Cover -- Operations Management -- Copyright -- Contents -- About the Author -- Preface -- PART I: UNDERSTANDING OPERATIONS -- 1 Operations Management: Trends and Issues -- IDEAS AT WORK 1.1: OPERATIONS MANAGEMENT AT MTR FOODS, BANGALORE -- 1.1 Introduction to Operations Management -- 1.2 Manufacturing Trends in India -- 1.3 Services as a Part of Operations Management -- Intangibility -- Heterogeneity -- Simultaneous production and consumption -- Perishability -- IDEAS AT WORK 1.2: OPERATIONS MANAGEMENT IN SERVICE SYSTEMS -- 1.4 Operations as a Key Functional Area -- 1.5 Operations Management: A Systems Perspective -- 1.6 Operations Management Functions -- Design versus operational control issues -- Long-term versus short-term issues -- 1.7 Challenges in Operations Management -- Competitive pressure due to economic reforms -- Growing customer expectations -- Technological developments -- Environmental issues -- 1.8 Current Priorities for Operations Management -- IDEAS AT WORK 1.3: CHALLENGES FACED BY THE WHITE GOODS INDUSTRY -- Summary -- Review Questions -- Net-Wise Exercises -- Notes -- Suggested Readings -- 2 Operations Strategy -- IDEAS AT WORK 2.1: AIR DECCAN: INDIA'S FIRST LOW-COST AIRLINE -- 2.1 The Relevance of Operations Strategy -- 2.2 The Strategy-formulation Process -- Step 1: Understand the competitive market dynamics -- Step 2: Identify order-qualifying and order-winning attributes -- IDEAS AT WORK 2.2: ORDER-WINNING AND ORDER-QUALIFYING ATTRIBUTES -- Step 3: Identify strategic options for sustaining competitive advantage -- Step 4: Devise the overall corporate strategy -- Step 5: Arrive at the operations strategy -- 2.3 Measures for Operational Excellence -- 2.4 Options for Strategic Decisions in Operations -- Product portfolio -- Process design -- Supply chain -- Technology -- Capacity -- 2.5 Break-even Analysis.

2.6 The Cost Versus Flexibility Trade-off in Operations Strategy -- 2.7 World-class Manufacturing Practices -- Toyota's journey as a world-class manufacturer -- Principles of world-class manufacturing -- Challenges in WCM -- 2.8 Emerging Trends and Implications for Operations -- Globalization of the Indian economy -- The outsourcing wave -- Collaborative commerce through the Internet -- Summary -- Review Questions -- Problems -- Net-Wise Exercises -- Case: Ginger Hotels -- Notes -- Suggested Readings -- PART II: DESIGNING OPERATIONS -- 3 Process and Capacity Analysis -- IDEAS AT WORK 3.1: CAPACITY EXPANSION PLANS -- 3.1 Process as a Unit of Measurement in Operations -- 3.2 Process Flow-charting -- 3.3 Planning Premises and Process Implications -- Make to stock (MTS) -- Make to order (MTO) -- Assemble to order (ATO) -- 3.4 Analysing Processes -- 3.5 Process Redesign Using Business Process Re-engineering (BPR) -- Value-added (VA) activities -- Non-value-added (NVA) activities -- Necessary but non-value-added (NNVA) activities -- 3.6 Defining Capacity -- 3.7 Measures of Capacity -- 3.8 The Time Horizon in Capacity Planning -- IDEAS AT WORK 3.2: NINE SOURCES OF WASTE -- 3.9 The Capacity Planning Framework -- Estimating the total requirement -- Estimating labour and machine requirements -- Computing capacity availability -- Process mapping and capacity analysis -- 3.10 Alternatives for Capacity Augmentation -- Waste elimination -- Multi-skilling of the workforce -- Subcontracting/outsourcing -- 3.11 Decision Tree for Capacity Planning -- Summary -- Review Questions -- Problems -- Mini Project -- Case: Vasudhri Tooling Limited -- Notes -- Suggested Readings -- Supplement 3A: Simulation Modelling -- Summary -- Review Questions -- Problems -- Suggested Readings -- 4 Design of Manufacturing Processes -- IDEAS AT WORK 4.1: PROCESS DESIGN AT MILLTEC MACHINERY.

4.1 Determinants of Process Characteristics in Operations -- Volume -- Variety -- Flow -- 4.2 Types of Processes and Operations Systems -- Continuous flow systems -- Intermittent flow -- IDEAS AT WORK 4.2: THE POLYESTER FILAMENT YARN PLANT AT RELIANCE INDUSTRIES LIMITED -- Jumbled flow systems -- IDEAS AT WORK 4.3: PROCESS REDESIGN FOR IMPROVING FLOW -- 4.3 The Process-Product Matrix -- 4.4 Layout Planning -- 4.5 Implications of Layout Planning -- 4.6 Types of Layouts -- Process layout -- Product layout -- Group technology layout -- Fixed position layout -- IDEAS AT WORK 4.4: LAYOUT REDESIGN RESULTS IN NUMEROUS BENEFITS -- 4.7 Performance Measures for Layout Design -- IDEAS AT WORK 4.5: WORKPLACE ORGANIZATION AT THERMAX -- 4.8 Design of Process Layouts -- The qualitative approach to layout design -- The quantitative approach to layout design -- Software packages for layout design -- 4.9 Design of Product Layouts -- 4.10 Alternative Approaches to Layout Design -- Design of group technology layouts -- IDEAS AT WORK 4.6: LINE BALANCING AT MICO -- Rank order clustering (ROC) -- One worker-multiple machine layouts -- 4.11 Technology Issues in Process Design -- Flexible manufacturing systems -- Automated material-handling systems -- 4.12 Complexity in Operations Management -- Summary -- Review Questions -- Problems -- Net-Wise Exercises -- Mini Projects -- Case: Aerospace India Limited -- Notes -- Suggested Readings -- 5 Design of Service Systems -- IDEAS AT WORK 5.1: DESIGN OF LUXURY SERVICES -- 5.1 Design of Service Systems: Characteristic Aspects -- 5.2 Customer Contact in Service Systems -- 5.3 Complexity and Divergence in Service Systems -- 5.4 Service Positioning -- IDEAS AT WORK 5.2: BLUE GINGER: THE VIETNAMESE RESTAURANT AT TAJ WEST END, BANGALORE -- 5.5 Service Blueprinting -- 5.6 Capacity Planning in Services Using Queueing Analysis.

The basic structure of a queueing system -- 5.7 Other Aspects of Addressing Capacity Issues in Services -- 5.8 Service Quality -- IDEAS AT WORK 5.3: IMPROVING SERVICE QUALITY THROUGH BETTER COMMUNICATION: THE CASE OF ARAVIND EYE HOSPITALS -- Summary -- Review Questions -- Problems -- Net-Wise Exercises -- Mini Projects -- Case: Waiting Times at Post Offices -- Notes -- Suggested Readings -- 6 The Product Development Process -- IDEAS AT WORK 6.1: TATA NANO: THE INR 100,000 PEOPLES' CAR -- 6.1 India's Role in Research and Development -- 6.2 Product Development: The Key to Competitive Advantage -- 6.3 The Product Development Process -- IDEAS AT WORK 6.2: FACETS OF THE NEW-PRODUCT DEVELOPMENT PROCESS IN INDIA -- Stages in the product development process -- The stage-gate approach: An alternative representation of the product development process -- 6.4 Organization for Product Development -- 6.5 Tools for Efficient Product Development -- Understanding customer needs -- IDEAS AT WORK 6.3: GETTING TOGETHER TO KNOW WHAT THE CUSTOMER WANTS -- Quality function deployment -- Value engineering -- Design for manufacturability -- Tools for mass customization -- IDEAS AT WORK 6.4: VARIETY REDUCTION EXERCISE: OPPORTUNITIES FOR COST CUTTING -- 6.6 Performance Measures for the Product Development Process -- 6.7 Management Accounting Tools for Product Development -- 6.8 Software Product Development -- Summary -- Review Questions -- Net-Wise Exercises -- Case: The New-product Development Process at Energex -- Notes -- Suggested Readings -- 7 Project Management -- IDEAS AT WORK 7.1: ESTABLISHING A SATELLITE TRACKING AND TELEMETRY STATION -- 7.1 Characteristics of Project Organizations -- 7.2 The Phases of Project Management -- 7.3 A Framework for Project Management -- Work breakdown structure -- Organization breakdown structure -- Cost breakdown structure.

7.4 Tools and Techniques for Project Management -- Developing a network representation of a project -- IDEAS AT WORK 7.2: THE CHAINSA-GURGAON PIPELINE PROJECT -- Analysis of project networks -- 7.5 Addressing Time and Resource Constraints -- Resource levelling -- Time-cost trade-offs in projects -- 7.6 Handling Uncertainty in Project Completion -- Simulation of project networks -- IDEAS AT WORK 7.3: CRITICAL CHAIN: APPLICATION OF THE THEORY OF CONSTRAINTS TO PROJECT MANAGEMENT -- Summary -- Review Questions -- Problems -- Mini Projects -- Case: Distribution Transformer Company Limited (DTCL) -- Notes -- Suggested Readings -- 8 Total Quality Management -- IDEAS AT WORK 8.1: POKA YOKE FOR DEFECT PREVENTION -- 8.1 The Quality Revolution -- 8.2 Quality Gurus -- William Edwards Deming -- Joseph M. Juran -- Philip B. Crosby -- Karou Ishikawa -- Shigeo Shingo -- Genichi Taguchi -- 8.3 Definitions of Quality -- Conformance to specifications -- Fulfilling customer needs -- Fitness for use -- 8.4 Total Quality Management -- Commitment of top management -- IDEAS AT WORK 8.2: QUALITY POLICY AT SOME ORGANIZATIONS -- Employee involvement -- Addressing training requirements -- 8.5 Quality Management Tools -- Histograms -- Pareto diagrams -- Cause and effect (fishbone) diagrams -- CEDAC -- Poka yoke -- IDEAS AT WORK 8.3: MATRIX DIAGRAM FOR ENHANCING THE COMPETITIVENESS OF A PRODUCT -- Quality function deployment -- Quality costing -- 8.6 Quality Certifications and Awards -- Quality awards -- Quality certifications -- IDEAS AT WORK 8.4: SRF'S TQM JOURNEY TOWARDS THE DEMING PRIZE -- 8.7 Design of Quality Assurance Systems -- Summary -- Review Questions -- Problems -- Net-Wise Exercises -- Mini Projects -- Case: Bangalore Garment Exports Limited -- Notes -- Suggested Readings -- PART III: OPERATIONS AND THE VALUE CHAIN -- 9 Supply Chain Management.

IDEAS AT WORK 9.1: MOTHER DAIRY: A CASE FOR SUPPLY CHAIN MANAGEMENT?.

Operations Management: Theory and Practice aims to introduce the key concepts of production and operations management to students and to help them develop a sound conceptual understanding of the subject by adopting a practical approach to address various topics relevant to operations management. While preserving the much-appreciated features of the first edition-the Ideas at Work boxes, the solved examples, and the rich examples of operations management practices in India-the second edition has been revised to increase the coverage of the service sector, include more topics, reorganize chapter content, and provide more learning tools.

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2018. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.