This book was developed to address the growing demand in business schools for a casebook that has strong coverage of critical concepts that collectively contribute to building world-class operations. To address this need, we have selected a diverse, yet foundational, set of cases from which to cover a number of major topics that are central to an introductory operations management course.

    Overall, the chapters and cases are arranged to develop two central messages that are crucial for every manager to understand about operations: the contribution of process management to customer value and building world-class competitiveness through operations. The first message emphasizes how customer value is defined from an operational perspective, and the second stresses how excellence can be developed through improvement across multiple dimensions of operations.

1. Developing World-Class Operations
2. Process Design
3. Planning and Control
4. Project Management
5. Quality
6. Supply Chain Management
7. Operations Strategy