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1 Introduction to Operations Management, Productivity, and Strategy 3 Supplement: Decision Making Tools 25 2 Forecasting 45 BUILDING WORLD-CLASS OPERATIONS 88 3 Total Quality Management 89 Supplement: Statistical Quality Control 111 4 Product and Service Design for World-Class Operations 133 Supplement: Linear Programming 159 5 Process and Capacity Design in World-Class Operations 197 6 Selecting the Location 225 Supplement: Transportation Modeling 245 7 People and Work Systems in World-Class Operations 269 Supplement: Learning Curves 305 8 Layout of World-Class Operations 315 Supplement: Queues and Waiting Line Models 349 fQl three MANAGING WORLD-CLASS OPERATIONS 376 9 Aggregate Planning Tactics 377 10 Just-in-Time Systems and Purchasing Management 405 11 Inventory Management 421 Supplement: Simulation 459 12 Material Requirements Planning 481 13 Short-Term Scheduling 509 Supplement: Maintenance Management 541 14 Project Management 549 APPENDICES A Normal Curve Areas and How to Use the Normal Distribution 581 B Using AB:POM 585 C Answers to Self-Tests 593 D Answers to Even-Numbered Problems 598 Glossary 608