heizer_om10_ism_00.doc

Tableof Contents Chapter1 Operationsand Productivity 1

Chapter4 Forecasting 27

Discussion Questions 1 Ethical Dilemma 1 End-of-Chapter Problems 2 Additional Homework Problems 4 Case Study 4 National Air Express 4 Video Case Studies 4 Frito-Lay: Operations Management in Manufacturing Hard Rock Cafe: Operations Management in Services 5 Additional Case Study 6 Zychol Chemicals Corporation 6

Discussion Questions 27 Ethical Dilemma 28 Active Model Exercises 28 End-of-Chapter Problems 28 Additional Homework Problems 43 Case Studies 46 Southwestern University: B 46 Digital Cell Phone, Inc. 46 Video Case Study 47 Forecasting at Hard Rock Cafe 47 Additional Case Study 47 The North-South Airline 47

Chapter2 OperationsStrategyin a GlobalEnvironment 7

Chapter5 Designof GoodsandServices 49

Discussion Questions 7 Ethical Dilemma 8 End-of-Chapter Problems 8 Case Study 9 Minit-Lube 9 Video Case Studies 9 Strategy at Regal Marine 9 Hard Rock Cafe’s Global Strategy Additional Case Study 10 Motorola’s Global Strategy 10

Discussion Questions 49 Ethical Dilemma 49 Active Model Exercise 50 End-of-Chapter Problems 50 Additional Homework Problems 59 Case Study 61 De Mar’s Product Strategy 61 Video Case Study 61 Product Design at Regal Marine

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Chapter3 ProjectManagement 11 Discussion Questions 11 Ethical Dilemma 12 Active Model Exercise 12 End-of-Chapter Problems 13 Additional Homework Problems 20 Case Study 23 Southwestern University: A 23 Video Case Studies 23 Project Management at Arnold Palmer   Hospital 23 Managing Hard Rock’s Rockfest 24 Additional Case Study 25 Shale Oil Company 25

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Chapter6 ManagingQuality 62 Discussion Questions 62 Ethical Dilemma 63 Active Model Exercise 63 End-of-Chapter Problems 64 Additional Homework Problems 70 Case Study 71 Southwestern University: C 71 Video Case Studies 73 The Culture of Quality at Arnold Palmer Hospital 73 Quality at the Ritz-Carlton Hotel 74 Additional Case Study 74 Westover Electrical, Inc. 74

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Locating the Next Red Lobster Restaurant 115 Where to Place the Hard Rock Cafe 115 Additional Case Study 117 Southwestern University: E 117

Supplement6 StatisticalProcessControl 75 Discussion Questions 75 Active Model Exercises 76 End-of-Supplement Problems 76 Additional Homework Problems 83 Case Study 86 Bayfield Mud Company 86 Video Case Studies 87 Frito-Lay’s Quality-Controlled Potato Chips Farm to Fork: Quality at Darden Restaurants 87 Additional Case Study 87 Green River Chemical Co. 87

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Chapter7 ProcessStrategyand Sustainability 88 Discussion Questions 88 Ethical Dilemma 89 Active Model Exercise 89 End-of-Chapter Problems 89 Case Studies 92 Rochester Manufacturing’s Process Decision 92 Environmental Sustainability at Wal-Mart 92 Video Case Studies 93 Green Manufacturing and Sustainability at Frito-Lay 93 Process Analysis at Arnold Palmer Hospital 93 Process Strategy at Wheeled Coach 94 Additional Case Study 95 Matthew Yachts, Inc. 95

Supplement7 Capacityand ConstraintManagement 96 Discussion Questions 96 Active Model Exercises 96 End-of-Supplement Problems 97 Additional Homework Problems 102 Video Case Study 104 Capacity Planning at Arnold Palmer Hospital 104 Additional Case Study 105 Southwestern University: D 105

Chapter8 LocationStrategies 107 Discussion Questions 107 Ethical Dilemma 108 Active Model Exercise 108 End-of-Chapter Problems 108 Additional Homework Problems 113 Case Study 115 Southern Recreational Vehicle Company 115 Video Case Studies 115 Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall.

Chapter9 LayoutStrategies 118 Discussion Questions 118 Ethical Dilemma 119 Active Model Exercise 119 End-of-Chapter Problems 119 Additional Homework Problems 132 Case Study 133 State Automobile License Renewals 133 Video Case Studies 134 Laying Out Arnold Palmer Hospital’s New Facility 134 Facility Layout at Wheeled Coach 135 Additional Case Study 135 Microfix Inc. 135

Chapter10 HumanResources,Job Design,and Work Measurement 136 Discussion Questions 136 Active Model Exercise 136 Ethical Dilemma 137 End-of-Chapter Problems 137 Additional Homework Problems 150 Case Study 151 Jackson Manufacturing Co. 151 Video Case Study 152 Hard Rock’s Human Resource Strategy Additional Case Studies 152 Chicago Southern Hospital 152 Karstadt vs JCPenney 152 The Fleet that Wanders 153

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Chapter11 Supply-ChainManagement 154 Discussion Questions 154 Ethical Dilemma 155 End-of-Chapter Problem 155 Additional Homework Problem 158 Case Study 159 Dell’s Value Chain 159 Video Case Studies 159 Darden’s Global Supply Chains 159 Arnold Palmer Hospital’s Supply Chain Supply-Chain Management at Regal Marine 160 Additional Case Study 160 Amazon.com 160

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Video Case Study 226 MRP at Wheeled Coach Additional Case Study 227 IKON’S Attempt at ERP

Supplement11 Outsourcingas a SupplyChainStrategy 162 Discussion Questions 162 End-of-Supplement Problems 162 Case Study 163 Outsourcing to Tata 163 Video Case Study 163 Outsourcing Offshore at Darden

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Chapter12 InventoryManagement 164 Discussion Questions 164 Ethical Dilemma 164 Active Model Exercises 165 End-of-Chapter Problems 165 Additional Homework Problems 173 Case Studies 176 Zhou Bicycle Company 176 Sturdivant Sound Systems 176 Video Case Studies 177 Managing Inventory at Frito-Lay 177 Inventory Control at Wheeled Coach 177 Additional Case Studies 177 Southwestern University: F 177 Laplace Power and Light 179

Chapter13 AggregatePlanning 180 Discussion Questions 180 Ethical Dilemma 180 Active Model Exercise 181 End-of-Chapter Problems 181 Additional Homework Problems 197 Case Studies 199 Southwestern University: G 199 Andrew-Carter, Inc. 200 Additional Case Study 200 Cornwell Glass 200

Chapter14 MaterialRequirementsPlanning(MRP) andERP 202 Discussion Questions 202 Ethical Dilemma 203 Active Model Exercise 203 End-of-Chapter Problems 203 Additional Homework Problems 222 Case Study 226 Hill’s Automotive, Inc. 226 Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall.

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Discussion Questions 264 Active Model Exercise 264 End-of-Module Problems 265 Additional Homework Problems

Chapter15 Short-TermScheduling 228 Discussion Questions 228 Ethical Dilemma 228 Active Model Exercise 228 End-of-Chapter Problems 229 Additional Homework Problems 237 Case Study 241 Old Oregon Wood Store 241 Video Case Study 242 Scheduling at Hard Rock Cafe Additional Case Study 242 Payroll Planning, Inc. 242

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Chapter16 JIT and LeanOperations 243 Discussion Questions 243 Ethical Dilemma 243 End-of-Chapter Problems 243 Additional Homework Problems 245 Case Studies 245 Mutual Insurance Company of Iowa JIT after a Catastrophe 245 Video Case Study 246 JIT at Arnold Palmer Hospital 246

Chapter17 Maintenanceand Reliability

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Discussion Questions 247 Ethical Dilemma 248 Active Model Exercise 248 End-of-Chapter Problems 248 Additional Homework Problems 250 Video Case Study 250 Maintenance Drives Profits at Frito-Lay Additional Case Studies 251 Worldwide Chemical Company 251 Cartak’s Department Store 251

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QuantitativeModuleA Decision-MakingTools 252 Discussion Questions 252 End-of-Module Problems 253 Additional Homework Problems 260 Case Study 262 Tom Tucker’s Liver Transplant Additional Case Studies 262 Arctic, Inc. 262 Ski Right Corp. 263

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QuantitativeModuleB LinearProgramming 264 Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall.

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Case Study 279 Golding Landscape and Plants, Inc. Additional Case Studies 279 Chase Manhattan Bank 279 Coastal States Chemical 280

QuantitativeModuleC TransportationModels 282

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On-LineTutorial 2 AcceptanceSampling 348 Discussion Questions 348 End-of-Tutorial Problems 348

On-LineTutorial 3 The SimplexMethodof LinearProgramming 350 Discussion Questions 350 End-of-Tutorial Problems 350

Discussion Questions 282 End-of-Module Problems 282 Additional Homework Problems 295 Case Study 299 Custom Vans, Inc. 299 Additional Case Study 302 Consolidated Bottling: B 302

On-LineTutorial 4 The MODIand VAMMethodsof Solving TransportationProblems 356 Discussion Questions 356 End-of-Tutorial Problems 356

QuantitativeModuleD Waiting-LineModules 304

On-LineTutorial 5 VehicleRoutingand Scheduling 362

Discussion Questions 304 Active Model Exercises 306 End-of-Module Problems 306 Additional Homework Problems 313 Case Studies 316 New England Foundry 316 The Winter Park Hotel 316 Additional Case Study 317 Pantry Shopper 317

Discussion Questions 362 End-of-Tutorial Problems 363 Case Study 364 Routing and Scheduling of Phlebotomists 364

QuantitativeModuleE LearningCurves 318 Discussion Questions 318 Active Model Exercise 318 End-of-Module Problems 318 Additional Homework Problems 321 Case Study 322 SMT’s Negotiation with IBM 322

QuantitativeModuleF Simulation 323 Discussion Questions 323 End-of-Module Problems 324 Additional Homework Problems 336 Case Study 339 Alabama Airlines’s Call Center Additional Case Study 342 Saigon Transport 342

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On-LineTutorial 1 StatisticalToolsfor Managers 343 Discussion Questions 343 End-of-Tutorial Problems 343 Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall.