Operations Management

Joel D. Wisner, PhD, C.P.M., CTL is Professor of Operations and Supply Chain Management at the University of Nevada, Las Vegas. He earned his Ph.D. in Supply Chain Management from Arizona State University in 1991. He has taught the Operations Management class at UNLV for 20 years (along with Purchasing, Logistics, and Supply Chain Management classes) and has used or reviewed a large number of textbooks in these areas. He is the primary author of Principles of Supply Chain Management (a South-Western Cengage text) which is going into its 4th Edition as well as Process Management (also a South-Western Cengage text). Dr. Wisner’s research interests are in quality assessment and improvement strategies along the supply chain. His research articles have appeared in numerous journals including Journal of Business Logistics, Journal of Operations Management, Journal of Supply Chain Management, Journal of Transportation, Production and Operations Management Journal, and Quality Management Journal. In 2008 Wisner was the keynote speaker at The Operations and Supply Chain Management Practice Conference. Wisner has served on the editorial boards for Advances in Management and Operations and Supply Chain Management and was the special issue editor of Operations and Supply Chain Management.

• PART I - DEVELOPING OPERATIONS STRATEGIESChapter 1: Operations Management, Processes and Supply Chain ManagementOM Service Profile: Walmart Uses Its Supply Chain to Reduce Costs and Improve ProfitabilityOperations Management DefinedProcesses and Supply ChainOM Service Profile: Process Improvement at Inova Mount Vernon HospitalA Supply Chain View of the OrganizationThe Eight Key Supply Chain ProcessesOM Service Profile: Demand Management at the 2010 Olympic Winter GamesOperations Management in ServicesOM Service Profile: Phone.com Succeeds with Outstanding Customer ServiceImportant Developments in Operations ManagementChapter 2: Corporate Strategy, Performance, and SustainabilityOM Manufacturing Profile: Dow Chemical′s Use of Ethics and SustainabilityCorporate Strategy DevelopmentAligning Operations Strategies for Competitive AdvantageOperations Strategy TradeoffsMeasuring Operations PerformanceOM Manufacturing Profile: Frito-Lay Analyzes a Performance ProblemOM Service Profile: Scorecarding at Global Workplace SolutionsTrends in Operations Strategies - The Growing Importance of Ethics and SustainabilityOM Service Profile: CSR at Standard Chartered BankChapter 3: Product Design and DevelopmentOM Service Profile: Product Design at Denny′sDesign of Goods and ServicesOM Manufacturing Profile: Designing Powerski′s JetboardThe Product Development ProcessOM Manufacturing Profile: Enterprise Social Networking at SAS InstituteOM Service Profile: ARAMARK’s Use of Service BlueprintingReducing Product Development Lead TimeSustainability in Product DesignCurrent Trends in Product DesignChapter 4: Process Design and Capacity ManagementOM Service Profile: Mass Customization in Campus Dining HallsTypes of ProcessesProcess Flowcharting and AnalysisOM Service Profile: Process Analysis at Intermountain HealthcareOM Service Profile: Process Monitoring and Improvement at Lake Cumberland HospitalCapacity ManagementBreak-Even AnalysisSustainability in Process DesignOM Manufacturing Profile: Sustainability at Burt′s BeesChapter 5: Customer Relationships and Customer ServiceOM Service Profile: The Importance of Building Relationships at Byrne Industrial SolutiionsCustomer Relationships and Customer Service DefinedThe Customer Relationship ProcessOM Service Profile: Using Predictive Analytics to Segment CustomersOM Service Profile: CRM Success at the University of South FloridaThe Customer Service ProcessPART II - MANUFACTURING AND SERVICE FLOWSChapter 6: Demand Management, Forecasting and Aggregate PlanningOM Service Profile: Better Demand Forecasting Saves Money for Lee Memorial Health SystemDemand Management DefinedThe Forecasting ProcessForecast AccuracyCollaborative Planning, Forecasting, and ReplenishmentOM Profile: Retailer West Marine Finds Success with CPFRAggregate PlanningChapter 7: Independent Demand Inventory Management SystemsOM Profile: Managing Inventory in the Cloud at USA CyclingTypes of InventoriesFunctions of InventoryInventory Costs, Risks, and ValueIndependent Demand Inventory ManagementOM Profile: Managing Inventories is Like ABC at MetsoMeasuring Inventory Management PerformanceOM Profile: Designing a Performance Measurement System at TalanChapter 8: Material Flow Analysis and Facility LayoutsOM Profile: Value Stream Mapping at Thermo Fisher ScientificMaterial Flow MappingMaterial Flow AnalysisTheory of ConstraintsOM Profile: ASPC Sees Benefits with TOCManufacturing FlexibilityOM Profile: BAE Systems’ CIM FacilityLayout DesignOM Profile: T-Mobile′s New Retail Layout ProfileTrends in Layout DesignChapter 8 Supplement: Job Scheduling and Vehicle RoutingOM Profile: Vehicle Scheduling at Airport Limousine Services Ltd.Job SchedulingDispatch RulesVehicle Scheduling and RoutingChapter 9: Lean SystemsOM Profile: Cox Machine′s Lean Supply ChainA Short History of Lean and the Toyota Production SystemLean PracticesOM Profile: Lean Systems at R.W. BeckettOM Profile: CertainTeed’s Use of the Kaizen BlitzLean Thinking ServicesCreating a Lean CultureLean and Sustainable Supply ChainsOM Profile: Nike′s Lean and Sustainable Supply ChainCurrent Issues with Lean SystemsChapter 10: Managing Customer and Work FlowsOM Profile: The Mooyah Goggle TestCustomer Flow MappingService Delivery System DesignDemand Variability and Service Capacity UtilizationManaging Customer QueuesOM Profile: Cox Reduces Waits for the Cable GuyManaging Work FlowsOM Profile: Peninsula Uses Dose Management Tool to Reduce Medication ErrorsChapter 11: Managing Information Flows - MRP and ERPOM Profile: Gallus BioPharmaceuticals Uses Rapid Implementation for their ERP SystemThe Concept of Information FlowOM Profile: Dart Uses Technology to Schedule Drivers and ShipmentsDependent Demand Inventory ManagementOM Profile: MRP System Takes Madill into 21st CenturyThe Evolution and Use of enterprise Resource Planning SystemsOM Profile: Service Shop Implements Cloud ERPAutomating Process ManagementOM Profile: Skandia Saves Costs with BPMTrend in Enterprise Resource PlanningChapter 12: Managing ProjectsOM Service Profile: ScottishPower Renewables to Build World’s Largest Tidal Energy ProjectProject Management DefinedProject Planning and the Gantt ChartThe CPM and PERT Project Management TechniquesProject Trade-offs and CrashingManaging Project RiskOM Service Profile: Project Risk Management at London’s Olympic ParkProject Management Trends - Software and Cloud-Based SystemsOM Service Profile: Ajasa Switches to Use of MS ProjectChapter 13: Six Sigma Quality ManagementOM Service Profile: Louisiana State Police Crime Lab Uses Six Sigma to Improve ProductivityThe Origins of Six SigmaOM Service Profile: Cedars-Sinai Uses Lean Six Sigma to Improve Hand HygieneThe Contributors to, and Elements of Six SigmaOM Service Profile: K&N—Only the Second Restaurant to Win the BaldrigeThe Tools of Six SigmaOM Manufacturer Profile: Boeing’s Use of Root Cause AnalysisTrends in Six SigmaChapter 13 Supplement: Statistical Quality ControlOM Manufacturer Profile: Improving Bricks with Statistical Process ControlProcess Control for Variable DataProcess Control for Attribute DataProcess CapabilityAcceptance SamplingPART III - MANAGING SUPPLY CHAINSChapter 14: Global Supply ManagementOM Profile: The Practice of NearshoringThe Strategic Role of Supply ManagementThe Purchasing CycleOM Service Profile: Areya’s Program for Locating SuppliersThe Make-or-Buy Break-Even AnalysisGlobal SourcingOM Profile:The Growth of Foreign Trade in MexicoSupply Base RationalizationSupplier Relationship ManagementEthical and Sustainable SourcingOM Service Profile: Bon Appétit’s Sustainable InitiativesCurrent Trend - Improving Supplier PerformanceChapter 15: Location, Logistics, and Product ReturnsOM Profile: NAFTA and the I-35 CorridorManufacturing and Service Location StrategiesOM Profile: East Penn’s Wujiang FacilityTransportation PlanningOM Profile: Boeing’s 787 Dreamliner Begins OperatingWarehousing ManagementReturns ManagementCurrent Trend—Logistics SustainabilityOM Service Profile: Going Green is Saving Green for Wright & FilippisProduct Returns and SustainabilityChapter 16. Integrating Processes along the Supply ChainOM Manufacturing Profile: Process Integration is a Complex Undertaking at IBMThe Supply Chain Process Integration ModelOM Profile: Sanyuan Foods Integrates Their Milk Supply ChainOM Profile: HP Integrates Its Supply Chains with Menlo’s HelpObstacles to Process IntegrationManaging Supply Chain Risk and SecurityOM Service Profile: Panjiva Analyzes Supply Chain RiskTrends in Process Integration

"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."