دانلود کتاب Operations Management: Sustainability and Supply Chain Management

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Front Cover Title Page Copyright Page Brief Table of Contents Table of Contents Preface About the Authors Instructor Teaching Resources Acknowledgments Part One Introduction to Operations Management Chapter 1 Operations and Productivity Global Company Profile: Hard Rock Cafe: Operations Management at Hard Rock Cafe What Is Operations Management? Organizing to Produce Goods and Services The Supply Chain Why Study OM? What Operations Managers Do The Heritage of Operations Management Operations for Goods and Services Growth of Services Service Pay The Productivity Challenge OM in Action Improving Productivity at Starbucks Productivity Measurement Productivity Variables Productivity and the Service Sector OM in Action Taco Bell Improves Productivity and Goes Green to Lower Costs Current Challenges in Operations Management Ethics, Social Responsibility, and Sustainability Summary Key Terms Ethical Dilemma Discussion Questions Using Software for Productivity Analysis Solved Problems Problems Case Studies Aldi: Changing the Landscape of Grocery Shopping Video Case Studies Frito-Lay: Operations Management in Manufacturing Hard Rock Cafe: Operations Management in Services Celebrity Cruises: Operations Management at Sea Endnotes Bibliography Chapter 1 Rapid Review Self Test Chapter 2 Operations Strategy in a Global Environment Global Company Profile: Boeing: Boeing’s Global Supply-Chain StrategyYields Competitive Advantage A Global View of Operations and Supply Chains Cultural and Ethical Issues Determining Missions and Strategies Mission Strategy Achieving Competitive Advantage Through Operations Competing on Differentiation Competing on Cost Competing on Response Issues in Operations Strategy Strategy Development and Implementation OM in Action Amazon Updates Sears’ Strategy Key Success Factors and Core Competencies Integrating Om with Other Activities Building and Staffing the Organization Implementing the 10 Strategic Om Decisions Strategic Planning, Core Competencies, and Outsourcing The Theory of Comparative Advantage Risks of Outsourcing OM in Action China Outsources Too—to Ethiopia Rating Outsource Providers Global Operations Strategy Options Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve Outsourcing Problems Solved Problems Problems Case Studies Outsourcing: Ethiopia Video Case Studies Strategy at Regal Marine Hard Rock Cafe’s Global Strategy Outsourcing Offshore at Darden Endnotes Bibliography Chapter 2 Rapid Review Self Test Chapter 3 Project Management Global Company Profile:Bechtel Group:Project Management Provides a Competitive Advantage for Bechtel The Importance of Project Management Project Planning The Project Manager Work Breakdown Structure Project Scheduling OM in Action Delta’s Ground Crew Orchestrates a Smooth Takeoff Project Controlling Project Management Techniques: Pert and Cpm The Framework of Pert and Cpm Network Diagrams and Approaches Activity-on-node Example Activity-on-arrow Example Determining the Project Schedule Forward Pass Backward Pass Calculating Slack Time and Identifying the Critical Path(s) Variability in Activity Times Three Time Estimates in Pert Probability of Project Completion Cost-time Trade-offs and Project Crashing A Critique of Pert and Cpm OM in Action Behind the Tour de France Using Microsoft Project to Manage Projects Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve Project Management Problems Solved Problems Problems Video Case Studies Project Management at Arnold Palmer Hospital Managing Hard Rock’s Rockfest Endnotes Bibliography Chapter 3 Rapid Review Self Test Chapter 4 Forecasting Global Company Profile:Walt Disney Parks & Resorts:Forecasting Provides a CompetitiveAdvantage for Disney What Is Forecasting? Forecasting Time Horizons Types of Forecasts The Strategic Importance of Forecasting Supply Chain Management Human Resources Capacity Seven Steps in the Forecasting System Forecasting Approaches Overview of Qualitative Methods Overview of Quantitative Methods Time-series Forecasting Decomposition of a Time Series OM in Action:Forecasting at Olive Garden Naive Approach Moving Averages Exponential Smoothing Measuring Forecast Error Exponential Smoothing with Trend Adjustment Trend Projections Seasonal Variations in Data Cyclical Variations in Data Associative Forecasting Methods: Regression and Correlation Analysis Using Regression Analysis for Forecasting Standard Error of the Estimate Correlation Coefficients for Regression Lines Multiple Regression Analysis OM in Action:NYC’s Potholes and Regression Analysis Monitoring and Controlling Forecasts Adaptive Smoothing Focus Forecasting Forecasting in the Service Sector Summary Key Terms Ethical Dilemma Discussion Questions Using Software in Forecasting Solved Problems Problems Case Study Southwestern University: (B) Video Case Studies Forecasting Ticket Revenue for Orlando Magic Basketball Games Forecasting at Hard Rock Cafe Endnotes Bibliography Chapter 4 Rapid Review Self Test Part Two Designing Operations Chapter 5 Design of Goods and Services Global Company Profile:Regal Marine:Product Strategy Provides Competitive Advantage at Regal Marine Goods and Services Selection Product Strategy Options Support Competitive Advantage Product Life Cycles Life Cycle and Strategy Product-by-value Analysis Generating New Products Product Development Product Development System Quality Function Deployment (qfd) Organizing for Product Development Manufacturability and Value Engineering Issues for Product Design Robust Design Modular Design Computer-aided Design (CAD) and Computer-aided Manufacturing (CAM) Virtual Reality Technology Value Analysis Sustainability and Life Cycle Assessment (LCA) Product Development Continuum OM in Action:Product Design at McDonald’s Purchasing Technology by Acquiring a Firm Joint Ventures Alliances Defining a Product Make-or-buy Decisions Group Technology Documents for Production Product Life-cycle Management (plm) Service Design Designing More Efficient Services OM in Action:Amazon Pushes Product Design Documents for Services Application of Decision Trees to Product Design Transition to Production Summary Key Terms Ethical Dilemma Discussion Questions Solved Problem Problems Case Study Product Design at McDonald’s: Standardization vs. Localization Video Case Studies Product Design at Regal Marine Celebrity Cruises Designs a New Ship Endnote Bibliography Chapter 5 Rapid Review Self Test Supplement 5 Sustainability in the Supply Chain Corporate Social Responsibility Sustainability Systems View Commons Triple Bottom Line OM in Action:Blue Jeans and Sustainability Design and Production for Sustainability Product Design Production Process Logistics End-of-life Phase Regulations and Industry Standards OM in Action:Designing for End of Life International Environmental Policies and Standards OM in Action:Subaru’s Clean, Green Set of Wheels with ISO 14001 and ISO 50001 Summary Key Terms Discussion Questions Solved Problems Problems Video Case Studies Building Sustainability at the Orlando Magic’s Amway Center Green Manufacturing and Sustainability at Frito-Lay “Saving the Waves” at Celebrity Cruises Endnotes Bibliography Supplement 5 Rapid Review Self Test Chapter 6 Managing Quality Global Company Profile:Arnold Palmer Hospital:Managing Quality Provides a CompetitiveAdvantage at Arnold Palmer Hospital Quality and Strategy Defining Quality Implications of Quality Malcolm Baldrige National Quality Award Iso 9000 International Quality Standards Cost of Quality (COQ) Ethics and Quality Management Total Quality Management Continuous Improvement Six Sigma Employee Empowerment Benchmarking Just-in-time (JIT) Taguchi Concepts OM in Action:A Hospital Benchmarks Against the Ferrari Racing Team? Knowledge of TQM Tools Tools of TQM Check Sheets Scatter Diagrams Cause-and-effect Diagrams Pareto Charts Flowcharts Histograms Statistical Process Control (spc) The Role of Inspection When and Where to Inspect OM in Action:Inspecting the Boeing 787 Source Inspection Service Industry Inspection Inspection of Attributes Versus Variables OM in Action:Safe Patients, Smart Hospitals TQM in Services OM in Action:Richey International’s Spies Summary Key Terms Ethical Dilemma Discussion Questions Solved Problems Problems Case Study Southwestern University: (C)* Video Case Studies The Culture of Quality at Arnold Palmer Hospital Quality Counts at Alaska Airlines Celebrity Cruises: A Premium Experience Endnotes Bibliography Chapter 6 Rapid Review Self Test Supplement 6 Statistical Process Control Statistical Process Control (SPC) Control Charts for Variables The Central Limit Theorem Setting Mean Chart Limits (x-Charts) Setting Range Chart Limits ( R-Charts) Using Mean and Range Charts Control Charts for Attributes OM in Action:Trying to Land a Seat with Frequent Flyer Miles Managerial Issues and Control Charts Process Capability Process Capability Ratio (Cp) Process Capability Index (Cpk) Acceptance Sampling Operating Characteristic Curve Average Outgoing Quality Summary Key Terms Discussion Questions Using Software for SPC Solved Problems Problems Case Study Bayfield Mud Company Video Case Studies Frito-Lay’s Quality-Controlled Potato Chips Farm to Fork: Quality at Darden Restaurants Endnotes Bibliography Supplement 6 Rapid Review Self Test Chapter 7 Process Strategies Global Company Profile:Harley-Davidson:Repetitive Manufacturing Works at Harley-Davidson Four Process Strategies Process Focus Repetitive Focus Product Focus Mass Customization Focus OM in Action:Mass Customization for Straight Teeth Process Comparison Selection of Equipment Process Analysis and Design Flowchart Time-function Mapping Process Charts Value-stream Mapping Service Blueprinting Special Considerations for Service Process Strategies Production Technology Machine Technology Automatic Identification Systems (AISs) and RFID Process Control OM in Action:500,000 Tons of Steel; 14 Jobs Vision Systems Robots Automated Storage and Retrieval Systems (ASRSs) Automated Guided Vehicles (AGVs) Flexible Manufacturing Systems (FMSs) Computer-integrated Manufacturing (CIM) OM in Action:Technology Changes the Hotel Industry Technology in Services Process Redesign Summary Key Terms Ethical Dilemma Discussion Questions Solved Problem Problems Case Study Rochester Manufacturing’s Process Decision Video Case Studies Process Strategy at Wheeled Coach Alaska Airlines: 20-Minute Baggage Process—Guaranteed! Process Analysis at Arnold Palmer Hospital Endnotes Bibliography Chapter 7 Rapid Review Self Test Supplement 7 Capacity and Constraint Management Capacity Design and Effective Capacity Capacity and Strategy Capacity Considerations Managing Demand OM in Action:Matching Airline Capacity to Demand Service-sector Demand and Capacity Management Bottleneck Analysis and the Theory of Constraints Theory of Constraints Bottleneck Management Break-even Analysis Single-product Case Multiproduct Case Reducing Risk with Incremental Changes Applying Expected Monetary Value (emv) to Capacity Decisions Applying Investment Analysis to Strategy-driven Investments Investment, Variable Cost, and Cash Flow Net Present Value Summary Key Terms Discussion Questions Using Software for Break-even Analysis Solved Problems Problems Video Case Studies Capacity Planning at Arnold Palmer Hospital Bibliography Supplement 7 Rapid Review Self Test Chapter 8 Location Strategies Global Company Profile:FedEx:Location Provides CompetitiveAdvantage for FedEx The Strategic Importance of Location Factors That Affect Location Decisions Labor Productivity Exchange Rates and Currency Risk Costs OM in Action:Iowa—Home of Corn and Facebook Political Risk, Values, and Culture Proximity to Markets Proximity to Suppliers Proximity to Competitors (clustering) Methods of Evaluating Location Alternatives OM in Action:Denmark’s Meat Cluster The Factor-rating Method Locational Cost–volume Analysis Center-of-gravity Method Transportation Model Service Location Strategy OM in Action:How La Quinta Selects Profitable Hotel Sites Geographic Information Systems Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve Location Problems Solved Problems Problems Case Study Southern Recreational Vehicle Company Video Case Studies Locating the Next Red Lobster Restaurant Where to Place the Hard Rock Cafe Endnote Bibliography Chapter 8 Rapid Review Self Test Chapter 9 Layout Strategies Global Company Profile:McDonald’s:McDonald’s Looks for Competitive Advantage Through Layout The Strategic Importance of Layout Decisions Types of Layout Office Layout Retail Layout Servicescapes Warehouse and Storage Layouts OM in Action:Amazon Warehouses Are Full of Robots Cross-docking Random Stocking Customizing Fixed-position Layout Process-oriented Layout Computer Software for Process-oriented Layouts Focused Facilities Work Cells Focused Work Center Focused Factory Repetitive and Product-oriented Layout Assembly-line Balancing Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve Layout Problems Solved Problems Problems Case Study State Automobile License Renewals Video Case Studies Laying Out Arnold Palmer Hospital’s New Facility Facility Layout at Wheeled Coach Bibliography Chapter 9 Rapid Review Self Test Chapter 10 Human Resources, Job Design, and Work Measurement Global Company Profile:NASCAR’s Racing Teams:High-Performance Teamwork Makes the Difference Between Winning and Losing Human Resource Strategy for Competitive Advantage Constraints on Human Resource Strategy Labor Planning Employment-stability Policies Work Schedules Job Classifications and Work Rules Job Design Labor Specialization Job Expansion Psychological Components of Job Design Self-directed Teams OM in Action:Using Incentives to Unsnarl Traffic Jams in the OR Motivation and Incentive Systems Ergonomics and the Work Environment OM in Action:The Missing Perfect Chair Methods Analysis The Visual Workplace Labor Standards Historical Experience Time Studies Predetermined Time Standards OM in Action:UPS:The Tightest Ship in the Shipping Business Work Sampling Ethics Summary Key Terms Ethical Dilemma Discussion Questions Solved Problems Problems Case Study Fast & Fresh Pastry Video Case Studies The “People” Focus:Human Resources at Alaska Airlines Hard Rock’s Human Resource Strategy Bibliography Chapter 10 Rapid Review Self Test Part Three Managing Operations Chapter 11 Supply Chain Management Gllobal Company Profile:Red Lobster:Red Lobster’s Supply Chain Yields a Competitive Advantage The Supply Chain’s Strategic Importance OM in Action:A Rose Is a Rose, but Only If It Is Fresh Sourcing Issues: Make-or-buy and Outsourcing Make-or-buy Decisions Outsourcing Six Sourcing Strategies Many Suppliers Few Suppliers OM in Action:The Complex Supply Chain for Apple and Samsung Vertical Integration Joint Ventures Keiretsu Networks Virtual Companies Supply Chain Risk Risks and Mitigation Tactics Security and JIT Managing the Integrated Supply Chain Issues in Managing the Integrated Supply Chain Opportunities in Managing the Integrated Supply Chain Building the Supply Base Supplier Evaluation Supplier Development Negotiations Contracting Centralized Purchasing E-procurement Logistics Management Shipping Systems Warehousing Third-party Logistics (3pl) OM in Action:DHL’s Role in the Supply Chain Distribution Management Ethics and Sustainable Supply Chain Management Supply Chain Management Ethics Establishing Sustainability in Supply Chains Measuring Supply Chain Performance Assets Committed to Inventory Benchmarking the Supply Chain The SCOR Model Summary Key Terms Ethical Dilemma Discussion Questions Solved Problem Problems Video Case Studies Darden’s Global Supply Chains Supply Chain Management at Regal Marine Arnold Palmer Hospital’s Supply Chain Bibliography Chapter 11 Rapid Review Self Test Supplement 11 Supply Chain Management Analytics Techniques for Evaluating Supply Chains Evaluating Disaster Risk in the Supply Chain Managing the Bullwhip Effect A Bullwhip Effect Measure OM in Action:RFID Helps Control the Bullwhip Supplier Selection Analysis Transportation Mode Analysis Warehouse Storage Summary Discussion Questions Solved Problems Problems Bibliography Supplement 11 Rapid Review Self Test Chapter 12 Inventory Management Global Company Profile:Amazon.com:Inventory Management Provides Competitive Advantage at Amazon.com The Importance of Inventory Functions of Inventory Types of Inventory Managing Inventory ABC Analysis OM in Action:Inventory Accuracy at Milton Bradley Record Accuracy Cycle Counting Control of Service Inventories OM in Action:Retail’s Last 10 Yards Inventory Models Independent Vs. Dependent Demand Holding, Ordering, and Setup Costs Inventory Models for Independent Demand The Basic Economic Order Quantity (EOQ) Model Minimizing Costs Reorder Points Production Order Quantity Model Quantity Discount Models Probabilistic Models and Safety Stock Other Probabilistic Models Single-period Model Fixed-period (P) Systems Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve Inventory Problems Solved Problems Problems Case Study Zhou Bicycle Company Video Case Studies Managing Inventory at Frito-Lay Inventory Management at Celebrity Cruises Inventory Control at Wheeled Coach Endnotes Bibliography Chapter 12 Rapid Review Self Test Chapter 13 Aggregate Planning and S&OP Global Company Profile:Frito-Lay:Aggregate Planning Provides a Competitive Advantage at Frito-Lay The Planning Process Sales and Operations Planning The Nature of Aggregate Planning OM in Action:Building the Plan at Snapper Aggregate Planning Strategies Capacity Options Demand Options Mixing Options to Develop a Plan Methods for Aggregate Planning Graphical Methods Mathematical Approaches Aggregate Planning in Services Restaurants Hospitals National Chains of Small Service Firms Miscellaneous Services Airline Industry Revenue Management OM in Action:Revenue Management Makes Disney the “King” of the Broadway Jungle Summary Key Terms Ethical Dilemma Discussion Questions Using Software for Aggregate Planning Solved Problems Problems Case Study Andrew-Carter, Inc. Video Case Studies Using Revenue Management to Set Orlando Magic Ticket Prices Bibliography Chapter 13 Rapid Review Self Test Chapter 14 Material Requirements Planning (MRP) and ERP Global Company Profile:Wheeled Coach:MRP Provides a Competitive Advantage for Wheeled Coach Dependent Demand Dependent Inventory Model Requirements Master Production Schedule Bills of Material Accurate Inventory Records Purchase Orders Outstanding Lead Times for Components MRP Structure MRP Management MRP Dynamics MRP Limitations Lot-sizing Techniques Extensions of MRP Material Requirements Planning II (MRP II) Closed-loop MRP Capacity Planning MRP in Services Distribution Resource Planning (DRP) Enterprise Resource Planning (ERP) OM in Action:Managing Benetton with ERP Software ERP in the Service Sector Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve MRP Problems Solved Problems Problems Case Study Hill’s Automotive, Inc. Video Case Studies When 18,500 Orlando Magic Fans Come to Dinner MRP at Wheeled Coach Endnotes Bibliography Chapter 14 Rapid Review Self Test Chapter 15 Short-term Scheduling Global Company Profile:Alaska Airlines:Scheduling Flights When Weather Is the Enemy The Importance of Short-term Scheduling Scheduling Issues Forward and Backward Scheduling OM in Action:Prepping for the Orlando Magic Basketball Game Finite and Infinite Loading Scheduling Criteria Scheduling Process-focused Facilities Loading Jobs Input–output Control Gantt Charts Assignment Method Sequencing Jobs Priority Rules for Sequencing Jobs Critical Ratio Sequencing N Jobs on Two Machines: Johnson’s Rule Limitations of Rule-based Sequencing Systems Finite Capacity Scheduling (FCS) Scheduling Services OM in Action:Starbucks’ Controversial Scheduling Software Scheduling Service Employees with Cyclical Scheduling Summary Key Terms Ethical Dilemma Discussion Questions Using Software for Short-term Scheduling Solved Problems Problems Case Study Old Oregon Wood Store Video Case Studies From the Eagles to the Magic: Converting the Amway Center Scheduling at Hard Rock Cafe Endnotes Bibliography Chapter 15 Rapid Review Self Test Chapter 16 Lean Operations Global Company Profile:Toyota Motor Corporation:Achieving Competitive Advantage with Lean Operations at Toyota Motor Corporation Lean Operations Eliminate Waste OM in Action:Toyota’s New Challenge Remove Variability Improve Throughput Lean and Just-in-time Supplier Partnerships Lean Layout Lean Inventory Lean Scheduling Lean Quality Lean and the Toyota Production System Continuous Improvement Respect for People OM in Action:Dr Pepper’s Move to Kaizen Processes and Standard Work Practice Lean Organizations Building a Lean Organization OM in Action:Lean Delivers the Medicine Lean Sustainability Lean in Services Summary Key Terms Ethical Dilemma Discussion Questions Solved Problem Problems Video Case Studies Lean Operations at Alaska Airlines JIT at Arnold Palmer Hospital Endnote Bibliography Chapter 16 Rapid Review Self Test Chapter 17 Maintenance and Reliability Global Company Profile:Orlando Utilities Commission:Maintenance Provides a CompetitiveAdvantage for the Orlando Utilities Commission The Strategic Importance of Maintenance and Reliability Reliability System Reliability Providing Redundancy Maintenance Implementing Preventive Maintenance Increasing Repair Capabilities Autonomous Maintenance Total Productive Maintenance Summary Key Terms Ethical Dilemma Discussion Questions Using Software to Solve Reliability Problems Solved Problems Problems Video Case Studies Maintenance Drives Profits at Frito-Lay Bibliography Chapter 17 Rapid Review Self Test Part Four Business Analytics Modules Module A Decision-making Tools The Decision Process in Operations Fundamentals of Decision Making Decision Tables Types of Decision-making Environments Decision Making Under Uncertainty Decision Making Under Risk Decision Making Under Certainty Expected Value of Perfect Information (EVPI) Decision Trees A More Complex Decision Tree Summary Key Terms Discussion Questions Using Software for Decision Models Solved Problems Problems Case Study Festival App Endnote Bibliography Module A Rapid Review Self Test Module B Linear Programming Why Use Linear Programming? Requirements of a Linear Programming Problem Formulating Linear Programming Problems Glickman Electronics Example Graphical Solution to a Linear Programming Problem Graphical Representation of Constraints Iso-profit Line Solution Method Corner-point Solution Method Sensitivity Analysis Sensitivity Report Changes in the Resources or Right-hand-side Values Changes in the Objective Function Coefficient Solving Minimization Problems OM in Action:LP at UPS Linear Programming Applications Production-mix Example Diet Problem Example Labor Scheduling Example The Simplex Method of Lp Integer and Binary Variables Creating Integer and Binary Variables Linear Programming Applications with Binary Variables A Fixed-charge Integer Programming Problem Summary Key Terms Discussion Questions Using Software to Solve LP Problems Solved Problems Problems Case Study GuitarsToday: Assembly Video Case Study Scheduling Challenges at Alaska Airlines Endnotes Bibliography Module B Rapid Review Self Test Module C Transportation Models Transportation Modeling Developing an Initial Solution The Northwest-corner Rule The Intuitive Lowest-cost Method The Stepping-stone Method Special Issues in Modeling Demand Not Equal to Supply Degeneracy Summary Key Terms Discussion Questions Using Software to Solve Transportation Problems Solved Problems Problems Case Study Custom Vans, Inc. Bibliography Module C Rapid Review Self Test Module D Waiting-line Models Queuing Theory Characteristics of a Waiting-line System Arrival Characteristics Waiting-line Characteristics Service Characteristics Measuring a Queue’s Performance OM in Action:Zero Wait Time Guarantee at this Michigan Hospital’s ER Queuing Costs The Variety of Queuing Models Model A (M/M/1): Single-server Queuing Model with Poisson Arrivals and Exponential Service Times Model B (M/M/S): Multiple-server Queuing Model Model C (M/D/1): Constant-service-time Model Little’s Law Model D (M/M/1 with Finite Source): Finite-population Model Other Queuing Approaches Summary Key Terms Discussion Questions Using Software to Solve Queuing Problems Solved Problems Problems Case Study New England Foundry Waiting in line: QuickMart Grocery Endnotes Bibliography Module D Rapid Review Self Test Module E Learning Curves What Is a Learning Curve? Learning Curves in Services and Manufacturing Applying the Learning Curve Doubling Approach Formula Approach Learning-curve Table Approach Strategic Implications of Learning Curves Limitations of Learning Curves Summary Key Term Discussion Questions Using Software for Learning Curves Solved Problems Problems Case Study SMT’s Negotiation with IBM Bibliography Module E Rapid Review Self Test Module F Simulation What Is Simulation? Advantages and Disadvantages of Simulation Monte Carlo Simulation OM in Action Simulation Takes the Kinks Out of Starbucks’ Lines Simulation with Two Decision Variables: an Inventory Example Summary Key Terms Discussion Questions Using Software in Simulation Solved Problems Problems Case Study Alabama Airlines’ Call Center Endnote Bibliography Module F Rapid Review Self Test Module G Applying Analytics to Big Data in Operations Management Introduction to Big Data and Business Analytics OM in Action:UPS Forecasting Improves Logistics Planning Through Predictive Analysis Data Management Graphical Techniques for Cleaning Data Excel Techniques for Cleaning Data Using Excel’s Pivottable Tool Data Visualization Using Excel’s Visualization Tools Predictive and Prescriptive Business Analytics Tools Other Business Analytics Tools Not Covered in This Text Summary Key Terms Discussion Questions Solved Problems Problems Endnote Bibliography Module G Rapid Review Self Test Appendixes Appendix I Appendix II Appendix III Name Index General Index