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 seven chapters, each f which offers 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 faced by experienced managers in such varied settings as China, France, India, Italy, Japan, the Netherlands, Trinidad, Vietnam, and others in addition to the United States 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.
ABOUT THE AUTHOR Larry J. Menor
Larry J. Menor is an Assistant Professor of Operations Management and J.J. Wettlaufer faculty Fellow at the Richard Ivey school of Business, The university of Western Ontario. He earned his doctorate from the university of North Carolina at Chapel Hill. He has taught undergraduate, MBA, and doctoral students in operations management and service management courses. He has written cases that span a number of operations and service topics such as supply chain management and service strategy. Dr. Menor’s research interests focus largely on strategic issue related to the management of services. He has focused a majority of his effort on understanding how organizations design and develop new services. His research has been published in Manufacturing & Service Operations management, Journal Management, Journal of Operations Management, and Production and Operations Management, among others, he currently serves as a Department senior Editor for Production and operations management and is on the editorial review boards for manufacturing & service Operations Management and decision Sciences.
ABOUT THE AUTHOR Robert D. Klassen
Robert D. Klassen is an Associate professor of Operations management and Hydro One Faculty Fellow in Environmental Management at the Richard Ivey school of Business, The University of Western Ontario. Prior to joining Ivey, he worked as an environmental engineer in the steel industry, following earlier experience in the consumer products and petroleum sectors. He earned his doctorate from the university of North Carolina at Chapel. Hill. Since joining Ivey in 1995, Dr. Klassen has enjoyed interacting with students at all levels, including undergraduate, MBA, executive MBA, and doctoral students. He has developed and delivered courses in operations management, operations management, operations strategy, service management, management of technology, and, most recently, sustainable development. He has also written more than 20 cases for use with students to bridge between research and teaching, concept and application, theory and practice. His research interests focus on exploring the challenges for and linkages between manufacturing and the natural environment, linked to both innovation and supply chain management. His research has been published in management Science, Journal of Operations Management, Academy of Management Journal, and Decision Sciences, among others. He currently served as an Associate editor for the Journal of Operations management, is a Departmental Senior for Production and Operations management, and is on the editorial review boards for several journals.
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