Operations and process management : principles and practice for strategic impact / Nigel Slack ... [and others].

Includes bibliographical references and index.

Contents Guide to case studies in the book and on CD xii Preface xv Guided tour of the book xviii Guided tour of the CD xx About the authors xxiv Acknowledgements xxv 1 Operations and processes 1 Executive summary 2 What is operations and process management? 2 Does the business take a process perspective? 3 Does operations and process management have a strategic impact? 3 Should all processes be managed in the same way? 4 A model of operations and process management 24 Critical commentary 25 Summary checklist 27 Case study: AAF Rotterdam 28 Active case study: EleXon Computers 30 Applying the principles 30 Notes on chapter 32 Taking it further 32 Useful websites 32 2 Operations strategy 34 Executive summary 34 What is operations strategy? 34 Does the operation have a strategy? 34 Does operations strategy make sense from the top and the bottom of the business? 35 Does operations strategy align market requirements with operations resources? 35 Does operations strategy set an improvement path? 35 Critical commentary 57 Summary checklist 58 Case study: Dresding Wilson 59 Active case study: Long Ridge Gliding Club 61 Applying the principles 62 Notes on chapter 63 Taking it further 63 Useful websites 64 3 Supply network design 65 Executive summary 66 What is supply network design? 66 How should the supply network be configured? 66 Where should operations be located? 66 How much capacity should each operation in the supply network have? 67 Critical commentary 86 Summary checklist 87 Case study: Disney Resort Pans 88 Active case study: Freeman Biotest 93 Applying the principles 93 Notes on chapter 94 Taking it further 95 Useful websites 95 Supplement: Forecasting 96 4 Process design 1 - positioning 105 Executive summary 106 What is process design-positioning? 106 Do processes match volume-variety requirements? 106 Are process layouts appropriate? 107 Is process technology appropriate? 107 Are job designs appropriate? 107 Critical commentary 127 Summary checklist 128 Case study: North West Constructive Bank - The New Mortgage Centre 1 129 Active case study: McPherson Charles Solicitors 132 Applying the principles 132 Notes on chapter 133 Taking it further 133 Useful websites 134 5 Process design 2 - analysis 135 Executive summary 136 What is process design-analysis? 136 Are process performance objectives understood? 136 How are processes currently designed? 136 Are process tasks and capacity configured appropriately? 137 Is process variability recognized? 137 Critical commentary 161 Summary checklist 162 Case study: North West Constructive Bank - The New Mortgage Centre 2 163 Active case study: Action Response 167 Applying the principles 167 Notes on chapter 169 Taking it further 169 Supplement: Queuing analysis 170 6 Product and service design processes 179 Executive summary 180 What is product/service design? 180 Are product/service design objectives specified? 180 Is the product/service design process defined? 181 Are the resources for developing products and services adequate? 181 Are product/service design and process design simultaneous? 181 Critical commentary 202 Summary checklist 203 Case study: Chatsworth - The adventure playground 204 Active case study: Getting Customer #1 205 Applying the principles 206 Notes on chapter 206 Taking it further 207 Useful websites 207 7 Supply chain management 209 Executive summary 210 What is supply chain management? 210 Are supply chain objectives clear? 210 How should supply chain relationships be managed? 210 How should the supply side be managed? 211 How should the demand side be managed? 211 Are supply chain dynamics under control? 211 Critical commentary 235 Summary checklist 237 Case study: Supplying fast fashion 238 Active case study: NK Fleet Management 240 Applying the principles 241 Notes on chapter 241 Taking it further 242 Useful websites 243 8 Capacity management 245 Executive summary 246 What is capacity management? 246 What is the operation's current capacity? 246 How well are demand-capacity mismatches understood? 246 What should be the operation's base capacity? 247 How can demand-capacity mismatches be managed? 247 How should capacity be controlled? 247 Critical commentary 268 Summary checklist 269 Case study: Blackberry Hill Farm 270 Active case study: Fresh Salads Ltd 274 Applying the principles 275 Notes on chapter 276 Taking it further 276 Useful websites 276 9 Inventory management 277 Executive summary 278 What is inventory management? 278 Why should there be any inventory? 278 Is the right quantity being ordered? 278 Are inventory orders being placed at the right time? 279 Is inventory being controlled effectively? 279 Critical commentary 301 Summary checklist 303 Case study: supplies4medics.com 304 Active case study: Rotterdam Serum 305 Applying the principles 306 Notes on chapter 307 Taking it further 307 Useful websites 307 10 Resource planning and control 309 Executive summary 310 What is resource planning and control? 310 Does resource planning and control have all the right elements? 310 Is resource planning and control information integrated? 310 Are core planning and control activities effective? 311 Critical commentary 331 Summary checklist 332 Case study: subText Studios, Singapore 333 Active case study: Coburn Finnegan Accountants 336 Applying the principles 336 Notes on chapter 338 Taking it further 338 Useful websites 338 Supplement: Materials Requirements Planning (MRP) 339 11 Lean synchronization 347 Executive summary 348 What is lean synchronization? 348 What are the barriers to lean synchronization? 349 Is flow streamlined? 349 Does supply exactly match demand? 349 Are processes flexible? 349 Is variability minimized? 349 Is lean synchronization applied throughout the supply network? 349 Critical commentary 373 Summary checklist 376 Case study: Boys and Boden (B&B) 377 Active case study: Treating Ann 379 Applying the principles 379 Notes on chapter 380 Taking it further 381 Useful websites 381 12 Quality management 383 Executive summary 384 What is quality management? 384 Is the idea of quality management universally understood and applied? 384 Is 'quality' adequately defined? 384 Is 'quality' adequately measured? 385 Is 'quality' adequately controlled? 385 Does quality management always lead to improvement? 385 Critical commentary 403 Summary checklist 405 Case study: Turnround at the Preston plant 406 Active case study: 'You have eight messages' 408 Applying the principles 408 Notes on chapter 409 Taking it further 409 Useful websites 410 Supplement: Statistical Process Control (SPC) 411 13 Improvement 423 Executive summary 424 What is improvement? 424 What is the gap between current and required performance? 424 What is the most appropriate improvement path? 425 What techniques should be used to facilitate improvement? 425 How can improvement be made to stick? 425 Critical commentary 454 Summary checklist 456 Case study: Geneva Construction and Risk (GCR) 457 Active case study: Ferndale Sands Conference Centre 460 Applying the principles 460 Notes on chapter 461 Taking it further 461 Useful

websites 462 14 Risk and resilience 464 Executive summary 464 What are risk and resilience? 464 Have potential failure points been assessed? 464 Have failure prevention measures been implemented? 465 Have failure mitigation measures been implemented? 465 Have failure recovery measures been implemented? 465 Critical commentary 487 Summary checklist 489 Case study: The Chernobyl failure 490 Active case study: Paterford Elevators 491 Applying the principles 492 Notes on chapter 493 Taking it further 493 Useful websites 493 15 Project management 495 Executive summary 496 What is project management? 496 Is the project environment understood? 496 Is the

project well defined? 496 Is project management adequate? 497 Has the project been adequately planned? 497 Is the project adequately controlled? 497 Critical commentary 520 Summary checklist 521 Case study: United Photonics Malaysia Sdn Bhd 522 Active case study: National Trust 527 Applying the principles 527 Notes on chapter 528 Taking it further 529 Useful websites 529 Index 531