Process Management

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Now you can offer your students the coverage of three books in one as PROCESS MANAGEMENT balances coverage of Process Management, Operations Management (OM), and Supply Chain Management (SCM). The book presents a unique focus on the eight key supply chain processes, with chapters devoted to each of these well-known concepts to form the strong foundation andsolid understanding your students need today. The book combines coverage of both strategic and operational issues with an emphasis on the tools and techniques most important to your students for process design and management. Contemporary topical coverage addresses supply chain and e-business applications with appropriate coverage of both manufacturing and service theory and applications. A balanced, thorough coverage of essential topics highlights inventory, JIT, quality, customer and information flow management, and service operations while a unique focus on a value-adding approach throughout the supply chain links the processes of suppliers, the focal company, and its customers. This mix of process and service applications and management theory offers you much more than any other text of its kind for a process-oriented approach that truly meets the needs of future or practicing professionals. Key Feature Chapter Opening Vignettes as well as additional vignettes within each chapter highlight three well-known companies to demonstrate how chapter content applies to actual organizations in today's business world. These intriguing cases show how following the chapter's concepts produced positive results for these companies. Learning Objectives overview each chapter's topics and highlight the goals of each chapter to help guide student instruction.. Process Management in Action brief cases present actual examples and applications of one of the chapter topics to real companies in business today.. End-of-Chapter Summaries overview the chapter topics and provide an excellent tool for students who are reviewing for a test or exam.. 10-15 Discussion Questions per chapter offer students an opportunity to review topics and instructors a significant tool to launch meaningful classroom discussions that focus on the most interesting and important chapter topics.. For your convenience, questions progress from basic to more difficult concepts.. References provide the flexibility for you to assign additional research to graduate-level students who need to develop further research on specific, key topics.. Footnotes in each chapter, rather than at the end of the chapter, provide an opportunity for students to review key information immediately after the concept is presented. Table of Contents Part I: Creating Customer-Driven Process Strategies 1. Introduction to Process Management 2. New Product Development--Creating Order Winners 3. Customer Relationship Management 4. Customer Service Management Part II: Manufacturing and Service Flow Issues 5.Demand Management and Forecasting 6. Inventory Management 7. Managing Material Flows 8. Managing Customer and Work Flows 9. Managing Information Flows Part III: Lean Production Systems 10. Operating with Lean 11. Logistics and Order Fulfillment 12. Purchasing and Supply Management Part IV: Quality Issues and Process Performance 13. Managing and Quality for Continuous Improvement 14. Six Sigma--Taking Quality Improvement to the Next Level 15. Returns Management