Part One: 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 Two: MANUFACTURING AND SERVICE FLOW ISSUES. 5. Forecasting and Demand Management. 6. Inventory Management. 7. Managing Material Flows. 8. Managing Customer and Work Flows. 9. Managing Information Flows: ERP and BPM. Part Three: LEAN PRODUCTION SYSTEMS. 10. Operating with Lean Production. 11. Logistics and Order Fulfillment. 12. Supply Management and SRM. Part Four: QUALITY ISSUES AND PROCESS PERFORMANCE. 13. Managing and Controlling Quality for Continuous Improvement. 14. Six Sigma--Taking Quality Improvement to the Next Level. 15. Returns Management. Part Five: LOOKING TO THE FUTURE 16. Integrating Supply Chain Processes and Future Trends in Process Management. Part Six: PROCESS MANAGEMENT CASES.Reseña del editor:
Now you can offer your students the coverage of three books in one as PROCESS MANAGEMENT: CREATING VALUE ALONG THE SUPPLY CHAIN 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 and solid 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. Also included are 21 teaching cases appearing in the textbook's five sections, appropriate for both undergraduate and graduate classes. 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. The student CD is bound into the book and contains all of the cases and chapter 16.
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