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Cases in Operations Management: Building Customer Value Through World-Class Operations

by Robert Klassen and Larry J. Menor SAGE Publications, Inc
Pub Date:
Pbk 440 pages
AU$156.00 NZ$158.26
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Cases in Operations Management: Building Customer Value through World Class Operations is unique in its strong grounding in real-world decisions. The cases are structured into six modules each offering an overview of key concepts. Given that most managers will need to function effectively in an international context, the cases draw from challenges faced by experienced managers in such varied settings as China, France, India, Italy, Japan, Netherlands, Trinidad, Vietnam, and others, in addition to the U.S. and Canada. These cases continue to illustrate basic concepts while expanding students' understanding of economic, political and cultural concerns that must be interwoven into such key areas as process design, quality and supply chain management. The following are represented in this casebook:

Strong decision orientation of real-world cases
Clear development of the link between business processes and customer value
Diversity of international case settings Mixture of cases, simulations, and in-class exercises
Includes Instructors Resources on CD-ROM

Table of Contents:

Introduction to the Ivey Casebook Series Paul W. Beamish
1. Developing Word-Class Operations
Industrie Pininfarina: The New Customer Decision
Fell-Fab Products (A)
Unicon Concrete Products (H.K.) Ltd.
2. Process Design
Earth Buddy®
Greaves Brewery
Quinte MRI
ING Direct Canada
Celestica Inc. - Memory Business Unit
Thera-Aid Medical Devices
Introduction to Process Simulation
Red Cross Mobile Blood Clinics - Improving Donor Service
Introduction to Inventory Control and Independent Demand
McLeod Motors Ltd.
Iron Ore Company of Ontario
VBF Tubing (Abridged)
3. Planning and Control
Greaves Brewery: Bottle Replenishment
Yield Management at American Airlines
MacPherson Refrigeration Limited
Lamson Corporation (R)
Martin Trailers Limited
Illustrious Corporation
4. Project Management
Note on Project Management Fundamentals
Gadget Toy Company
H.M.S. Pinafore
CPSim: The Critical Path Simulator (Windows Version)
Waterloo Regional Police Services: The CIMS Project
5. Quality
LongXi Machinery Works - Quality Improvement (A)
Blue Mountain Resorts: The Service Quality Journey
Noram Foods
Hillcrest Auto
Mutual Life of Canada - The Group Client Service Guarantee (A)
6. Supply Chain Management
International Decorative Glass
Spin Master Toys (A): Finding a Manufacturer for E-Chargers
Dabbawallahs of Mumbai (A)
Daikin Industries
Grocery Gateway: Customer Delivery Operations
Ladner Building Products
Canadian Pharmaceutical Distribution Network
7. Operations Strategy
Butler Metal Products: Focusing the Factory
Mitel Semiconductor
Electrosteel Castings Limited
Blinds To Go: Invading the Sunshine State
ASIMCO International Casting Company (A)
The Atlanta Symphony Orchestra
Navistar: Environmental Management (A)
Indian Oil Corporation Limited. - The Mathura Refinery
About the Editors

Introduction to the Ivey Casebook Series / 1. Developing Word-Class Operations / 2. Process Design / 3. Planning and Control / 4. Project Management / 5. Quality / 6. Supply Chain Management / 7. Operations Strategy / About the Editors

Robert Klassen is an Associate Professor of Operations Management at Ivey. Prior to joining the Ivey School in 1995, he worked as an environmental engineer for Dofasco Incorporated in Hamilton, Ontario. He has experience in the consumer products and petroleum sectors.

Professor Klassen’s research interests focus on exploring the linkages between operations and the natural environment, including international operations. This research has emphasized, first, characterizing the pattern of investment in environmental technologies, and second, understanding both the antecedents and performance outcomes of these investments. His research has been published in Management Science, Journal of Operations Management, Academy of Management Journal, and Decision Sciences, among others. He is currently serving on the Editorial Review Board for the Journal of Operations Management. Professor Klassen has twice served as the Chair of the Operations Management division of the Academy of Management. Professor Klassen wrote the Canadian adaptation of the bestselling Operations Management text, Operations Management: Strategy and Analysis, 6/E by Lee J. Krajewski, and Larry P. Ritzman, (Prentice Hall 2002)

Larry Menor is an Assistant Professor in the Operations Management Area Group and J.J. Wettlaufer Faculty Fellow at the Richard Ivey School of Business. He received his doctorate from the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.

Professor Menor's research interests focus primarily on service management and operations strategy issues. His current research efforts revolve specifically around new service development. He is also actively involved as an Associate Investigator in the International Service Study, a multi-university international research initiative focused specifically on practice drivers and performance of service organizations worldwide. His research has been published in academic journals such as Manufacturing and Service Operations Management, Production and Operations Management, Journal of Operations Management, and International Journal of Service Industry Management. He also recently served as Guest Editor for a Production and Operations Management Special Issue on ''Designing and Managing Service Operations.'' Professor Menor serves as an Senior Editor for Production and Operations Management and Associate/Feature Editor for POMS Chronicle. He also serves on the Editorial Review Board for Manufacturing and Service Operations Management and Decision Science.