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1 Introduction to Operations Management 2 2 Competitiveness, Strategy, and Productivity 38 Forecasting 69 3 Forecasting 70 System Design 129 4 Product and Service Design 130 5 Strategic Capacity Planning for Products and Services 184 6 Process Selection and Facility Layout 236 7 Design of Work Systems 320 8 Location Planning and Analysis 368 Quality 403 9 Management of Quality 404 10 Quality Control 456 Supply Chain Management 509 11 Supply Chain Management 509 Inventory Management and Scheduling 547 12 Inventory Management 549 13 Aggregate Planning 610 14 MRP and ERP 646 15 Lean Operations 692