Research Methodology
PRODUCTION AND OPERATIONS MANAGEMENT
Second Edition
KANISHKA BEDI
Assistant Professor Universitas 21 Global Bangalore
OXFORD
UNIVERSITY PRKSS
Contents
Preface to the Second Edition Preface to the First Edition Acknowledgements 1. Introduction to Production and Operations Management Products and Services 2 The Product/Process Continuum 7 The Transformation Process 8 Production and Operations Management 10 Product Design 13 Process Design 16 Automation 18 The Production Manager 21 POM in India: First 40 Years of the Republic 25 • Summary 28 References 29 Keywords 29 Case Study I—Kishore Biyani and Big Bazaar 30 Case Study II—Rover-Honda 32 Concept Review Questions 33 Project Assignments 34 2. Service Operations Management Services Scenario in India 36 Medical Tourism in India 37 Characteristics of Services 39 Classification of Services 42 Service Capacity 47 Yield Management 50 Designing Service Processes 53 Service Blueprinting 59 Service Quality 61 Measuring Service Quality using SERVQUAL • iv vi ix 1
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xii Contents
Quality Ratings in the Hotel Industry 76 Summary 85 References 86 Key Terms 87 Case Study I—Naresh Goyal and Jet Airways 87 Case Study II—Narayana Hrudayalaya 96 Concept Review Questions 99 Project Assignments 100 3. Outsourcing and Off shoring India as an Outsourcing and Offshoring Destination 102 Banking Industry and Outsourcing 104 Outsourcing, Offshoring, Near-shoring, and Farm-shoring 106 Summary 117 References 117 Key Terms 118 Case Study—Sunil Bharti Mittal and Bharti Airtel 118 Concept Review Questions 122 Project Assignment 123 101
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4. Facility Location Planning Introduction 125 Operations Strategies for Multiple Facilities 127 • Factors Affecting Facility Location Planning 129 '• Locating Foreign Operations Facilities 133 Factor and Location Ratings 135 Break-even Analysis for Facility Location Planning 137 Simple Median Model 150 • • The Centre of Gravity Method 152 ' • • • Transportation* Model
Second Edition
KANISHKA BEDI
Assistant Professor Universitas 21 Global Bangalore
OXFORD
UNIVERSITY PRKSS
Contents
Preface to the Second Edition Preface to the First Edition Acknowledgements 1. Introduction to Production and Operations Management Products and Services 2 The Product/Process Continuum 7 The Transformation Process 8 Production and Operations Management 10 Product Design 13 Process Design 16 Automation 18 The Production Manager 21 POM in India: First 40 Years of the Republic 25 • Summary 28 References 29 Keywords 29 Case Study I—Kishore Biyani and Big Bazaar 30 Case Study II—Rover-Honda 32 Concept Review Questions 33 Project Assignments 34 2. Service Operations Management Services Scenario in India 36 Medical Tourism in India 37 Characteristics of Services 39 Classification of Services 42 Service Capacity 47 Yield Management 50 Designing Service Processes 53 Service Blueprinting 59 Service Quality 61 Measuring Service Quality using SERVQUAL • iv vi ix 1
.
.
35
63
xii Contents
Quality Ratings in the Hotel Industry 76 Summary 85 References 86 Key Terms 87 Case Study I—Naresh Goyal and Jet Airways 87 Case Study II—Narayana Hrudayalaya 96 Concept Review Questions 99 Project Assignments 100 3. Outsourcing and Off shoring India as an Outsourcing and Offshoring Destination 102 Banking Industry and Outsourcing 104 Outsourcing, Offshoring, Near-shoring, and Farm-shoring 106 Summary 117 References 117 Key Terms 118 Case Study—Sunil Bharti Mittal and Bharti Airtel 118 Concept Review Questions 122 Project Assignment 123 101
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4. Facility Location Planning Introduction 125 Operations Strategies for Multiple Facilities 127 • Factors Affecting Facility Location Planning 129 '• Locating Foreign Operations Facilities 133 Factor and Location Ratings 135 Break-even Analysis for Facility Location Planning 137 Simple Median Model 150 • • The Centre of Gravity Method 152 ' • • • Transportation* Model
References: 630 Keywords 630 Case Study I— 'Pure for Sure ' with Bharat Petroleum 637 Case Study II—Harley-Davidson 640 557 673 xvi Contents Concept Review Questions 642 Numerical Problems 642 __ Project Assignments 644 _ 14. Demand Forecasting Demand Forecasting 646 Qualitative Methods of Forecasting 649 Quantitative Methods of Forecasting 657 Measurement of Forecasting Errors 677 Siummary 685 Reference 685 Keywords 686 Case Study I—Air Traffic Forecasting by Airbus 686 Case Study II—GE Aircraft Engines 692 Concept Review Questions 694 Numerical Problems 694 Project Assignments 698 15. Operations Strategies Introduction 700 Relationship Between Business Grand Strategy and the Operations Strategy 703 Dimensions of Operations for Competitive Advantage 709 Innovation Management 773 Allocating Resources to Strategic Alternatives 720 Summary 726 Reference 726 Keywords 727 Case Study.I—Videocon—The True Indian Multinational 728 Case Study II—Indian 'Scorpio ' Stings the World 732 Case Study III—BMW Rolls-Royce 736 l Concept.Review Questions 737 Numerical Problems 737 Project Assignments 738 . Answers to Numerical Problems Appendix: Statistical Tables Index 645 699 , 739 744 748