Foreword / Operations and Productivity -- Global Company Profile: Whirlpool -- What is Operations Management? -- The Heritage of Operations Management -- Why Study OM? -- What Operations Managers Do -- Organizing to Produce Goods and Services -- Where Are the OM Jobs? -- Exciting New Trends in Operations Management -- Operations in the Service Sector -- The Productivity Challenge -- The Challenge of Social Responsibility -- Operations Strategy for Competitive Advantage -- Global Company Profile: Komatsu -- Identifying Missions and Strategies -- Achieving Competitive Advantage Through Operations -- Ten Strategic OM Decisions -- Issues in Operations Strategy -- Strategy Development and Implementation -- Operations in a Global Environment -- Global Company Profile: Boeing -- Why Global Operations are Important -- Achieving Global Operations -- Global Issues in Service Operations -- Global Operations Strategies -- Forecasting -- Global Company Profile: Tupperware Corporation -- What is Forecasting? -- Types of Forecasts -- The Strategic Importance of Forecasting -- Seven Steps in the Forecasting System -- Forecasting Approaches -- Time-Series Forecasting -- Associative Forecasting Methods: Regression and Correlation Analysis -- Monitoring and Controlling Forecasts -- Forecasting in the Service Sector -- Designing Operations -- Design of Goods and Services -- Global Company Profile: Regal Marine -- Goods and Services Selection -- Product Development -- Issues for Product Design -- Time-Based Competition.