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Operations Management

Operations Management
A Supply Chain Process Approach

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September 2016 | 656 pages | SAGE Publications, Inc

“The presentation of the materials is excellent!  The examples of the companies throughout the chapters are a fantastic way to get the messages across to the students.  This is the best operations book I have ever read.”

Jerry Bilbrey, Clemson University

Finally, an operations management book to get excited about.


Operations Management: A Supply Chain Process Approach exposes students to the exciting and ever-changing world of operations management through dynamic writing, application, and cutting-edge examples that will keep students interested and instructors inspired! Author Dr. Joel Wisner understands that today’s students will be entering a highly competitive global marketplace where two things are crucial: a solid knowledge of operations management and an understanding of the importance for organizations to integrate their operations and supply chain processes. With this in mind, Wisner not only provides a clear and comprehensive introduction to operations management, but also gives attention to the important processes involved in linking firms’ operations in a supply chain environment.


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Assignable SAGE Premium Video (available via the free interactive eBook version and SAGE coursepacks) that is tied to learning objectives, and produced exclusively for this text to bring concepts to life and appeal to different learning styles, featuring video cases at various businesses and animated videos that walk students through solving practice problems.


Littlefield Labs Simulation for Joel D. Wisner's Operations Management—only $15 more!
Make it easy for students to see operations management in practice by engaging them in a fun and competitive online simulation. When bundled with the print text of Operations Management: A Supply Chain Process Approach by Joel D. Wisner, students gain access to this effective learning tool for only $15 more. Order using bundle ISBN 978-1-5063-8117-6. Learn more.  

Chapter 1: Operations Management, Processes and Supply Chain Management
OM Service Profile: Walmart Uses Its Supply Chain to Reduce Costs and Improve Profitability  
Operations Management Defined  
Processes and Supply Chain  
OM Service Profile: Process Improvement at Inova Mount Vernon Hospital  
A Supply Chain View of the Organization  
The Eight Key Supply Chain Processes  
OM Service Profile: Demand Management at the 2010 Olympic Winter Games  
Operations Management in Services  
OM Service Profile: Succeeds with Outstanding Customer Service  
Important Developments in Operations Management  
Chapter 2: Corporate Strategy, Performance, and Sustainability
OM Manufacturing Profile: Dow Chemical's Use of Ethics and Sustainability  
Corporate Strategy Development  
Aligning Operations Strategies for Competitive Advantage  
Operations Strategy Tradeoffs  
Measuring Operations Performance  
OM Manufacturing Profile: Frito-Lay Analyzes a Performance Problem  
OM Service Profile: Scorecarding at Global Workplace Solutions  
Trends in Operations Strategies - The Growing Importance of Ethics and Sustainability  
OM Service Profile: CSR at Standard Chartered Bank  
Chapter 3: Product Design and Development
OM Service Profile: Product Design at Denny's  
Design of Goods and Services  
OM Manufacturing Profile: Designing Powerski's Jetboard  
The Product Development Process  
OM Manufacturing Profile: Enterprise Social Networking at SAS Institute  
OM Service Profile: ARAMARK’s Use of Service Blueprinting  
Reducing Product Development Lead Time  
Sustainability in Product Design  
Current Trends in Product Design  
Chapter 4: Process Design and Capacity Management
OM Service Profile: Mass Customization in Campus Dining Halls  
Types of Processes  
Process Flowcharting and Analysis  
OM Service Profile: Process Analysis at Intermountain Healthcare  
OM Service Profile: Process Monitoring and Improvement at Lake Cumberland Hospital  
Capacity Management  
Break-Even Analysis  
Sustainability in Process Design  
OM Manufacturing Profile: Sustainability at Burt's Bees  
Chapter 5: Customer Relationships and Customer Service
OM Service Profile: The Importance of Building Relationships at Byrne Industrial Solutiions  
Customer Relationships and Customer Service Defined  
The Customer Relationship Process  
OM Service Profile: Using Predictive Analytics to Segment Customers  
OM Service Profile: CRM Success at the University of South Florida  
The Customer Service Process  
Chapter 6: Demand Management, Forecasting and Aggregate Planning
OM Service Profile: Better Demand Forecasting Saves Money for Lee Memorial Health System  
Demand Management Defined  
The Forecasting Process  
Forecast Accuracy  
Collaborative Planning, Forecasting, and Replenishment  
OM Profile: Retailer West Marine Finds Success with CPFR  
Aggregate Planning  
Chapter 7: Independent Demand Inventory Management Systems
OM Profile: Managing Inventory in the Cloud at USA Cycling  
Types of Inventories  
Functions of Inventory  
Inventory Costs, Risks, and Value  
Independent Demand Inventory Management  
OM Profile: Managing Inventories is Like ABC at Metso  
Measuring Inventory Management Performance  
OM Profile: Designing a Performance Measurement System at Talan  
Chapter 8: Material Flow Analysis and Facility Layouts
OM Profile: Value Stream Mapping at Thermo Fisher Scientific  
Material Flow Mapping  
Material Flow Analysis  
Theory of Constraints  
OM Profile: ASPC Sees Benefits with TOC  
Manufacturing Flexibility  
OM Profile: BAE Systems’ CIM Facility  
Layout Design  
OM Profile: T-Mobile's New Retail Layout Profile  
Trends in Layout Design  
Chapter 8 Supplement: Job Scheduling and Vehicle Routing
OM Profile: Vehicle Scheduling at Airport Limousine Services Ltd.  
Job Scheduling  
Dispatch Rules  
Vehicle Scheduling and Routing  
Chapter 9: Lean Systems
OM Profile: Cox Machine's Lean Supply Chain  
A Short History of Lean and the Toyota Production System  
Lean Practices  
OM Profile: Lean Systems at R.W. Beckett  
OM Profile: CertainTeed’s Use of the Kaizen Blitz  
Lean Thinking Services  
Creating a Lean Culture  
Lean and Sustainable Supply Chains  
OM Profile: Nike's Lean and Sustainable Supply Chain  
Current Issues with Lean Systems  
Chapter 10: Managing Customer and Work Flows
OM Profile: The Mooyah Goggle Test  
Customer Flow Mapping  
Service Delivery System Design  
Demand Variability and Service Capacity Utilization  
Managing Customer Queues  
OM Profile: Cox Reduces Waits for the Cable Guy  
Managing Work Flows  
OM Profile: Peninsula Uses Dose Management Tool to Reduce Medication Errors  
Chapter 11: Managing Information Flows - MRP and ERP
OM Profile: Gallus BioPharmaceuticals Uses Rapid Implementation for their ERP System  
The Concept of Information Flow  
OM Profile: Dart Uses Technology to Schedule Drivers and Shipments  
Dependent Demand Inventory Management  
OM Profile: MRP System Takes Madill into 21st Century  
The Evolution and Use of enterprise Resource Planning Systems  
OM Profile: Service Shop Implements Cloud ERP  
Automating Process Management  
OM Profile: Skandia Saves Costs with BPM  
Trend in Enterprise Resource Planning  
Chapter 12: Managing Projects
OM Service Profile: ScottishPower Renewables to Build World’s Largest Tidal Energy Project  
Project Management Defined  
Project Planning and the Gantt Chart  
The CPM and PERT Project Management Techniques  
Project Trade-offs and Crashing  
Managing Project Risk  
OM Service Profile: Project Risk Management at London’s Olympic Park  
Project Management Trends - Software and Cloud-Based Systems  
OM Service Profile: Ajasa Switches to Use of MS Project  
Chapter 13: Six Sigma Quality Management
OM Service Profile: Louisiana State Police Crime Lab Uses Six Sigma to Improve Productivity  
The Origins of Six Sigma  
OM Service Profile: Cedars-Sinai Uses Lean Six Sigma to Improve Hand Hygiene  
The Contributors to, and Elements of Six Sigma  
OM Service Profile: K&N—Only the Second Restaurant to Win the Baldrige  
The Tools of Six Sigma  
OM Manufacturer Profile: Boeing’s Use of Root Cause Analysis  
Trends in Six Sigma  
Chapter 13 Supplement: Statistical Quality Control
OM Manufacturer Profile: Improving Bricks with Statistical Process Control  
Process Control for Variable Data  
Process Control for Attribute Data  
Process Capability  
Acceptance Sampling  
Chapter 14: Global Supply Management
OM Profile: The Practice of Nearshoring  
The Strategic Role of Supply Management  
The Purchasing Cycle  
OM Service Profile: Areya’s Program for Locating Suppliers  
The Make-or-Buy Break-Even Analysis  
Global Sourcing  
OM Profile:The Growth of Foreign Trade in Mexico  
Supply Base Rationalization  
Supplier Relationship Management  
Ethical and Sustainable Sourcing  
OM Service Profile: Bon Appétit’s Sustainable Initiatives  
Current Trend - Improving Supplier Performance  
Chapter 15: Location, Logistics, and Product Returns
OM Profile: NAFTA and the I-35 Corridor  
Manufacturing and Service Location Strategies  
OM Profile: East Penn’s Wujiang Facility  
Transportation Planning  
OM Profile: Boeing’s 787 Dreamliner Begins Operating  
Warehousing Management  
Returns Management  
Current Trend—Logistics Sustainability  
OM Service Profile: Going Green is Saving Green for Wright & Filippis  
Product Returns and Sustainability  
Chapter 16. Integrating Processes along the Supply Chain
OM Manufacturing Profile: Process Integration is a Complex Undertaking at IBM  
The Supply Chain Process Integration Model  
OM Profile: Sanyuan Foods Integrates Their Milk Supply Chain  
OM Profile: HP Integrates Its Supply Chains with Menlo’s Help  
Obstacles to Process Integration  
Managing Supply Chain Risk and Security  
OM Service Profile: Panjiva Analyzes Supply Chain Risk  
Trends in Process Integration  


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    • Diagnostic chapter pre tests and post tests that identify opportunities for improvement, track student progress, and ensure mastery of key learning objectives
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  • Assignable SAGE Premium Video (available via the free interactive eBook version, linked through SAGE coursepacks) that is tied to learning objectives, and produced exclusively for this text to bring concepts to life and appeal to different learning styles, featuring:
    • Video cases at several companies including Rolls Royce and The Rockefeller Gastropub to provide students with engaging, real-world footage of day-to-day operations management
    • Animated videos that walk students through solving practice problems
    • Corresponding multimedia assessment options that automatically feed to your gradebook
    • Comprehensive, downloadable, easy-to-use Media Guide in the Coursepack for every video resource, listing the chapter to which the video content is tied, matching learning objective(s), a helpful description of the video content, and assessment questions
  • Additional video resources that bring concepts to life, are tied to learning objectives and make learning easier
  • Editable, chapter-specific PowerPoint® slides that offer flexibility when creating multimedia lectures so you don’t have to start from scratch but you can customize to your exact needs
  • Sample course syllabi with suggested models for structuring your course that give you options to customize your course in a way that is perfect for you
  • Lecture notes that summarize key concepts on a chapter-by-chapter basis to help you with preparation for lectures and class discussions
  • Integrated links to the interactive eBook that make it easy for your students to maximize their study time with this “anywhere, anytime” mobile-friendly version of the text. It also offers access to more digital tools and resources, including SAGE Premium Video
  • All tables and figures from the textbook
  • Teaching notes for the cases that include sample answers to case questions, as well as summaries and analyses
  • Additional homework problems for each chapter that help students practice applying key concepts
  • A solutions manual for problems in the book and sample answers to questions in the text that provide an essential reference
  • Excel templates for formulas to assist with practice problems
  • Meaningful articles from the web that facilitate further exploration of topics by showing how the concepts work in the real world
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SAGE EDGE FOR STUDENTS enhances learning in an easy-to-use environment that offers:

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  • A customized online action plan to enhance your learning experience
  • Chapter summaries with learning objectives that reinforce the most important material
  • SAGE Premium Video, tied to learning objectives and produced exclusively for this text to bring concepts to life, featuring:

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o    Want access to more SAGE Premium Video? Ask your instructor about the interactive eBook version of this text, where you can access even more video resources and digital tools.

  • Additional video resources that bring concepts to life, are tied to learning objectives, and make learning easier
  • Downloadable chapter outlines to facilitate note-taking
  • Excel templates following examples in the book to assist with homework problems
  • Downloadable chapter outlines to facilitate note-taking as you study
  • Meaningful articles from the web that facilitate further exploration of topics by showing how the concepts work in the real world. 

“Let me start by saying that if Dr. Wisner is able to produce the text outlined in the table of contents it will be a significant improvement over the vast majority of texts currently on the market. I liked the way everything fit together and flowed from one topic to the next. I also liked the fact that this text more closely matches what is currently happening in industry than other texts.”

Scott Nadler
University of Central Arkansas

“The examples are great, I loved them. The material is current which is very important to me.”

Ravi Narayanaswamy
University of South Carolina, Aiken

“I think this book presents a good balance of qualitative and quantitative coverage. I like the approach. It is not too heavy into quantitative topics. I want the students to understand the whys of what we do more so than how we do the quantitative.”

Norma Davis
Pepperdine University

“I think it is written very nicely, and it is easy to read. I like the flow of the text as well, and I also like the "breakout" cases within the text. I like how it speaks to current trends!”

Lisa Walters
Fredonia University

"The textbook delivers what it promises. The materials take a supply chain process approach and links OM topics to important supply chain processes. A process-centric operations management is the key factor today where organizations need to come out of their traditional functional, silo-based infrastructure to process-based organizational infrastructure."

Asoke Dey
University of Akron

“The currency level is very high. I applaud the author's effort in integrating so many recent examples and cases. Students will love these.”

Lifang Wu
Xavier University

“The presentation of the materials is excellent!  The examples of the companies throughout the chapters are a fantastic way to get the messages across to the students.  This is the best operations book I have ever read.”

Jerry Bilbrey
Clemson University

Sample Materials & Chapters

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Chapter 12

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ISBN: 9781483383064