Operations Management: Improving Customer Service

by Richard J. Schonberger and Edward M. Knod

This work provides a survey of the most innovative techniques and methods for managing operations in services and manufacturing, presenting all concepts with a real-world perspective based on... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0256082405
• ISBN13: 9780256082401
• Release Date: January 1991
• Publisher: Irwin Professional Publishing
• Length: 926 Pages

Customer Reviews

The best general undergraduate treatment of operations management-4.5 stars

Knod and Schonberger have written the best general text available on production/operations management at the undergraduate level.The text has very good chapters on Capacity Planning(aggregate capacity planning),Scheduling,Design(reliability and serviceability),Quality and process control(especially pp.318-322 on mean and range charts and pp.327-330 on process capability analysis),Inventory control,Timing(waiting lines and queues),and PERT.A minor weakness is that a discussion of the use of the Beta distribution in PERT analysis is omitted from the book.Anyone who covers this book throughly will be very well prepared to take senior level undergraduate courses and graduate level courses in operations management.

Mixed - good survey and quan, weaker on soft subjects

Fairly good survey book. Having an undergrad operations background, I found this book mirrored the strengths and weaknesses of a more detailed operations curriculum. Book is best in framework and quantitative model overviews, weaker on softer subjects like staffing, project management, & holistic quality.