Nigel S., Chambers S., Johnson R. Operations Management
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Skunkworks 129
SLA (service-level agreements) 509–10,
548, 667
Slap.com 52–3
small-scale technology 439
smaller organisations 8–9
Smart car 90
smart products 217
smart tags 216
SMED (single-minute exchange of dies)
443, 667
Smith, Adam 242
smoothing
exponential 172, 173–4
with inventory 158–9
SNCF 95
social dimension of corporate social
responsibility 634, 636, 641–3
social responsibilities 24, 383–4, 667
see also corporate social
responsibility
societal pressures 646
society’s performance objectives 38
soft drinks industry 298
solution providers 410
Sony 51, 145
SOT (shortest operation time) 282, 283
Southwest Airlines 61
space
inventories 432
use of 179
spacecraft 586
spam 577
Spangler 116
spatial containment of failures 593
spatially variable costs 148, 667
SPC see statistical process control
specialist services 71
specifications 117–18
conformance to 498, 501, 502–8
range 522
specified jobs 254
speculation, degree of 276–7
speed 667
capacity planning and control 300
flexibility and 48
in-house supply 144
inventory roles 342
objectives 40, 42–3, 52, 53, 57–8, 69,
89, 101, 282
outsourced supply 144
overall equipment effectiveness 307–9
performance measures 607–8
process technology 223
sandcone theory 616–17
supply chains 376
spending, e-procurement and 382
sports equipment 418–20
SQA (supplier quality assurance) 668
SQL Slammer 577
square watermelons 120
Staats, Bradley 448
stability, dependability and 46
staff 13
conditions 179
continuity, projects 461
contributions 510
costs 48, 50, 147, 149, 223
development 434
health
ideas from 118
involvement 433
organizational ethics, exposure to 644
performance objectives 38
productivity 608
representative bodies’ performance
objectives 38
rostering 288
utilization 20, 55
well-being 643
see also human resources
stagegates 467
stakeholder dimension of corporate
social responsibility 634, 637, 644
stakeholders 37–9, 463–6, 668
standard performance 254, 668
standard time 263–4, 668
standardization 20, 96, 124, 129, 668
standards
ethical 646
ISO 9000 513–14, 583, 641, 663
ISO 14000 640–1, 663
quality 504–7
Starbuck’s 87, 650
statistical process control (SPC) 444,
507, 520–36, 668
stock see inventories
stock cover 365–6
stock holders 141
stock-keeping units (SKU) 355, 365
stock-outs see inventories
stock turn 365–6
stockless production see just-in-time;
lean
storage 12, 347, 349
strategic decisions 62, 74–5, 145, 668
strategic objectives 23, 607
strategic partners 236
strategic targets 610
strategies
corporate 65–6, 660
development 23
emergent 67, 661
functional 66, 662
meaning 62
human resources 236–8
linking improvement to 603–5
operations 24–5, 60–81, 664
projects 467
see also business strategies
streamlined flows 436–40
stress 238, 295
structural decisions 74–5, 668
structural improvement cycles 555
structures 74–5
organizations see organizations
products 123, 424–5, 666
work breakdown (WBS) 468, 669
subcontracting 314, 321, 668
subjective estimates of failures 583
substitution 593, 643–4
success 39
critical success factors (CSF) 415–16
project management 461–2
Sun Microsystems 151
supermarkets 40–1, 42, 44, 46, 49, 149,
178, 390, 448
supplier quality assurance (SQA) 668
suppliers
corporate social responsibility 643
development
decisions 75
e-business applications 214
ethics and 644
first-tier 140
–1, 345, 377, 392–3, 662
internal 15, 509, 548, 663
performance objectives 38
second-tier 140–1, 345, 377, 393, 667
selection 379–81
supply
changes in 147
and demand 272–7, 440–2
failures 574–5
performance 383
risks 383
seasonality 302
uncertainty in 273–4, 364
variability in 325
Supply Chain Council (SCC) 394
Supply Chain Operations Reference
(SCOR) model 374, 394–6
supply chains
agility 47, 377, 398, 400
behaviour 391–4
dynamics 392–4, 399, 668
efficient policies 391
flexibility 377
improvement 394–400
lean synchronization 447–9
management 217, 373–4
activities of 377–85
corporate social responsibility
383–4
effects of e-business 397
environmental issues 639
Extranets 213
global sourcing 382–4
logistics 377–8, 384, 385
materials management 377, 378
meaning 375–7
objectives 375
physical distribution management
377, 384–5
purchasing and 378–9, 381–2
social issues 642
supplier selection 379–81
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supply chains (continued)
meaning 375, 668
miscommunication in 393–4
objectives 375–7
pipelines 375
relationships 386–91
responsive policies 391
risks 400, 668
time compression 399
vulnerability 400
supply networks 15, 17, 375, 668
changing shape 142
configuring 142–6
design 75, 138–40
decisions 141–2
forecasting 168–76
location of capacity 146–54
long-term capacity management
142, 155–60
immediate 140, 662
lean synchronization 447–9
long-term issues 141
perspective 140–2
total 140–1, 668
supply side 140–1, 148, 668
support functions 5–6, 668
supporting products/services 116
supporting strategy 63
surgery 181, 507
sustainability (environmental)
dimension of corporate social
responsibility 634–5, 638–41
sustainable alignment 604–5
SVT (Sveriges Television) 224
synchronization 431
see also lean: synchronization
synchronized flows 431–2, 547, 550
synthesis from elemental data 254, 668
systematization 19, 668
Taguchi, Genichi 128, 525
Taguchi loss function 525–6
Taguchi methods 128, 668
tangibility 13, 668
target-oriented quality 525–6
targets
absolute 547
performance 609–11
strategic 610
see also goals; objectives
tariffs, cross-border 383
task allocation 242–3
task forces 133
task-time variation 197
Tata 147–8
tax collecting 602
taxis 20
Taylorism see scientific management
TDG 385
Tea and Sympathy 499
team value management (TVM) 379
teams
ERP implementation 416
projects 461
teamwork 248, 574
technical execution, projects 462
technical functions 5–6
technical knowledge 17
technology
costs 48
coupling/connectivity 222, 223
degree of automation 221–2
disruptive 660
failures 576
scale/scalability of 222–3
see also information technology;
processes: technology
telephones, mobile see mobile phones
television programmes 125, 224
teleworking 249, 668
temperatures at work 251
temporal containment of failures 593
temporary nature of projects 459
Tesco 120, 149, 178
Texas Instruments 151
theme parks 162–6
theory of constraints (TOC) 290,
449–51, 668
third-party logistics (TPL) 377–8, 385
third-tier suppliers 393
Third World countries 641
three-bin inventory system 362
throughput efficiency 103–4
throughput rates 89
throughput time 89, 100–4, 325, 335,
436–8, 451, 665
timber merchants 443–5
time
basic 262, 658
compression 399
constraints 471
dependability and 45
estimates 481–3
flexibility 48, 249
intervals between orders 361
lags 20
lead see lead time
overall equipment effectiveness 307–9
projects 446–7, 469–70
set-up reduction 443, 667
standard 263–4, 668
throughput see throughput time
valuable operating time 278, 669
waiting 55, 106–7
time series analysis 171–22
time study 262, 668
time to market (TTM) 130, 132, 669
time value of money 224
timing
of capacity change 157–9
decisions, inventories 345, 357–62
TOC (theory of constraints) 290, 668
top-down 65–6, 668
top management
commitment 514
performance objectives 38, 39
support 416, 461, 620–1
Top Shop 122–3
total customer satisfaction 553
total factor productivity 50
total people involvement 435
total productive maintenance (TPM)
446, 557, 590, 668
total quality management (TQM)
coverage 509–10
customer needs and expectations
508–9
environmental issues 639
as extension of previous practice 508,
509
as improvement approach 549,
557–8, 565–6
ISO 9000 approach 513–14
meaning 508, 668
quality costs 511–13
quality systems and procedures
513
–14
social issues 642
staff contributions 510
total supply networks 140–1, 668
total work content 197, 199
Towill, D.R. 399
Toyota 126, 420, 435, 441, 442, 550
TPL (third-party logistics) 377–8, 385
TPM see total productive maintenance
TQM see total quality management
traceability, failures 578
trade-offs 54–5, 127, 644, 646–7, 668
trade unions’ performance objectives 38
trading blocs 382
traditional market supply relationships
388–9
training 220–1, 555
Trans-European Plastics 369–71
transaction costs 214
transaction files 425
transformation costs 643
transformation process model 11–15,
117, 668
transformed resources 122, 117, 187,
208, 342, 668
transforming resources 13, 117, 180,
669
transparency
information 390, 415
layouts 439
transport
costs 150, 153, 155, 383, 645
infrastructure 383
waste from 430, 435
troubleshooting
ERP 416
mechanisms, projects 461
trust 390
TTM (time to market) 130, 132, 669
Tussaud’s 326
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TVM (team value management) 379
two-bin inventory system 362
two-handed process chart 669
type I and type II errors 506–7, 524–5,
533–5
tyre replacement service 274–5
U-form organizations 240–1
U-shaped flows 438
UAV (unmanned aerial vehicles) 207
UCL (upper control limits) 525,
527–32
Ulrich, Dave 236
unassignable variation 172–4
uncertainty 47, 121, 302, 459–61
in supply and demand 273–4, 364
under-utilization 300, 312
unethical behaviour 646
uniqueness, projects 459
unit costs see costs
unitary form organizations 240–1
United Airlines 575
United Phototonics Malaysia 488–92
Universal Product Code 215
unmanned aerial vehicles (UAV) 207
upper control limits (UCL) 525,
527–32
upstream 141, 143, 391, 669
Upton, David 448
urgent-action zones 614
usage value 363–5, 669
utilization 89, 105–7, 300, 306, 312,
325, 338–9, 432, 669
vacuum cleaners 116–17
valuable operating time 278, 669
value-added throughput efficiency 104
value-adding activities 20, 299, 436–8,
545
value analyses 127
value engineering (VE) 127–8, 669
value stream mapping 436–7
Van Valen, Leigh 542
variability 105–7, 325, 334–5, 338,
443–6, 526
variable costs 148, 189
variables, quality see quality
variation 547, 669
in demand 19, 20, 22
process 553–4
in process quality 521–6
variety 669
of output 19, 20, 22
reduction 124
see also volume–variety
vendor-managed inventory (VMI) 398
vertical integration 142, 143–6, 389, 669
Vijay Dairy & Farm Products 414–15
violations 575, 597–9
Virgin Trains 95
virtual offices 249
virtual operations 389, 669
virtual prototype 129, 669
viruses 577
visibility 19, 20–2, 439, 669
vision, shared, risk management 574
visioning, ERP 416
visual control 430
Vitacress 505
VMI (vendor-managed inventory) 398
volume 669
decisions, inventories 345, 346–57
flexibility 46, 202, 223, 669
of outputs 19, 22
volume resellers 410
volume–variety
effect on planning and control 272
flows 187
positions 91, 96
process technology reflects 221–3
voluntary dimension of corporate
social responsibility 634, 637,
644–5
Volvo 248
Voss, C.A. 452
vulnerability
of design option 120–1, 128, 660
supply chains 400
VUT formula 337
wages, global sourcing and 384
waiting lines see queuing
waiting times 55, 106–7, 430, 435
waiting tolerance 20
Wal-Mart 390
walking the talk 618
Walley, P. 221
WAN (wide area networks) 212, 669
warehouses 356–7
warehousing 214
warm standby 587
waste 51, 90
corporate social responsibility 639
elimination 430, 433, 436–46, 550
identification 548
minimization 639–40
planning and control effects 639
production of 643
recycling 639, 643
reduction 639–40
in services 448
seven types of 435–6
Waste Management, Inc. 417
watercress 505
watermelons 120
WBS (work breakdown structure) 468,
669
WD-40 119
weather forecasting 304
web-integrated enterprise resource
planning 409, 414, 669
wedding photography 500–1
weekly demand fluctuations 302–4
weighted score method of location
152–3, 669
Weldon Hand Tools 203–4
welfare of customers 644
well-being, staff 643
whats 126–7
Wheelwright, S.C. 63–4, 95–6
whisky industry 548–9
why–why analyses 5633
Wi-Fi 212
Wichita Mutual insurance 565–7
wide area networks (WAN) 212, 669
Wikipedia 119
Wincanton 298
WIP see work-in-progress
wired networks 212
wireless LANs (WLAN) 212
wireless networks 212
W.L. Gore & Associates Inc 234–5
work breakdown structure (WBS) 468,
669
work content 100, 103–4, 197, 199, 669
work-in-progress (WIP) 89, 101–3,
333–9, 344, 345, 669
work–life balance 643
work measurement 243, 253–4, 262–5,
669
work organization see jobs: design
work packages 468
work patterns, scheduling 288
–9
work-related stress 238, 295
work study 243, 259–65, 669
work times allocation 197, 252–4
workflow 104, 396
workforce size 314
Workhouse project, National Trust
465–6
working capital 300, 347, 349, 391
working environment, job design
251–2
working hours, global sourcing and 384
working practices 434
World Bank 634
world wide web 212–13, 214, 669
worms 577
Xchanging 556
Yamaha 185
yield management 316–17, 669
Yo! Sushi 211
Zara 401–4
zero defects 511, 554, 669
Index
686
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