You are here

Resources to help you transition to teaching online

Instructors: To support your transition to online learning, please see our resources and tools page whether you are teaching in the UK, or teaching outside of the UK.

Inspection copy update April 2020: Due to the current restrictions in place in response to COVID-19, our inspection copy policy has changed. Please refer to our updated inspection copy policy for full details. If you have recently placed an inspection copy order with us, we will be in touch to advise of any changes.

Operations Management

Operations Management
A Supply Chain Process Approach

Additional resources:

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.


Also available with...

Interactive eBook also available—FREE when bundled with the print version!

Your students save when you bundle the print version with the interactive eBook version.
Order using bundle ISBN 978-1-5063-5557-3.
Learn more.  

Take a Tour of the Interactive eBook


SAGE coursepacks: Our Content Tailored to Your LMS

Instructors! SAGE coursepacks makes it easy to import our quality instructor and student resource content into your school’s learning management system (LMS). Intuitive and simple to use, SAGE coursepacks allows you to customize course content to meet your students’ needs. Learn more.  

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



Instructor Resource Site

SAGE COURSEPACKS FOR INSTRUCTORS makes it easy to import our quality content into your school’s LMS. Intuitive and simple to use, it allows you to


Say NO to…

  • required access codes
  • learning a new system 

 Say YES to…

  • using only the content you want and need
  • high-quality assessment and multimedia exercises

For use in: Blackboard, Canvas, Brightspace by Desire2Learn (D2L), and Moodle

Don’t use an LMS platform? No problem, you can still access many of the online resources for your text via SAGE edge.


SAGE coursepacks includes:

  • Our content delivered directly into your LMS
  • Intuitive, simple format that makes it easy to integrate the material into your course with minimal effort
  • Pedagogically robust assessment tools that foster review, practice, and critical thinking, and offer a more complete way to measure student engagement, including:
    • Diagnostic chapter pre tests and post tests that identify opportunities for improvement, track student progress, and ensure mastery of key learning objectives
    • Test banks built on Bloom’s Taxonomy and AACSB standards that provide a diverse range of test items with ExamView test generation
    • Activity and quiz options that allow you to choose only the assignments and tests you want
    • Instructions on how to use and integrate the comprehensive assessments and resources provided
  • 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
Student Study Site

SAGE edge for STUDENTS enhance learning in an easy to use environment that offers:

SAGE EDGE FOR STUDENTS enhances learning in an easy-to-use environment that offers:

  • Mobile-friendly flashcards that strengthen understanding of key terms and concepts, and make it easy to maximize your study time, anywhere, anytime
  • Mobile-friendly practice quizzes that allow you to assess how much you’ve learned and where you need to focus your attention
  • 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:

o     Walkthroughs of examples in the book

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

Chapter 7

Chapter 12

Preview this book