List of Case Examples

1.1 1.2 1.3 2.1 2.2 2.3 2.4 2.5 2.6 2.7 3.1 3.2 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 6.1 6.2 6.3

Operations management tasks at Portioli sandwich and coffee bar The Royal Mail Group Key link in the retail chain Comparing success at Kmart and Wal-Mart Price leadership strategies at Sams, Aldi and IKEA Operations developments at Benetton American Expresss differentiation strategy Restructuring within the healthcare industry Market positioning of bottled water Customer segmentation in the electricity industry Introducing work teams at San Diego Zoo Opportunities for involvement at Unipart Service and product design at Fiat Service and product design at Asahi Breweries Product research and development at Microsoft 1 Product research and development at Microsoft 2 Design and development at GlaxoSmithKline (GSK) Product design for different market segments at Handels Bank NW Market segmentation in the hotel industry Operations techniques: oil and gas Operations techniques: Toyota Operations techniques: Sonoco Capitalizing through volume at Assa Abloy Increasing the freshness of bread in supermarket bakeries Product design changes at Altrack Flying first and business class at British Airways and Virgin Atlantic Tipping as a measure of customer service Influencing customer perceptions at The Royal Bank (Canada) Changing the customer interface point Telephone service delivery at Thomas Cook/West Deutsche Landesbank Telephone banking at HSBCs First Direct Providing personal service online at Garden Escape Service delivery at a local high street bank branch Service delivery at the Moscow Scientific Institute for Eye Microsurgery Self-scanning in supermarkets Service delivery at Direct Line Old and new car plants Manufacturing processes at Meindorf GmbH Manufacturing in small quantities at Toshiba

6 20 20 36 48 48 49 49 52 53 70 81 99 99 101 101 104 113 114 118 118 118 129 131 131 131 144 152 153 159 160 160 161 161 165 166 190 193 196

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List of Case Examples

7.1 7.2 7.3 7.4 7.5 7.6 Growth at Software Technology Parks of India Growth at Plastic Omnium HSBC relocates call centre operations Creating space on passenger jets Functions at a telecommunicatons company call centre Building communal learning spaces at various North American universities Increasing restaurant capacity Dells customer support capacity Predicting capacity at Pret a Manger Wal-Mart uses scale to compete in the US food market Flexible working at BMW A job to suit the business and your lifestyle The increased use of telemedicine Smart card technology in urban transport Fast turnaround times at Singapores container port Faster processing of insurance claims Technology developments in the printing industry Robots are taking over the electronics industry Cross-docking warehouse systems The productivity paradox in information work Demand planning at MK Electric JIT system developments at Nissan IT systems changes at Dell Guaranteed refunds at Hampton Inns No-frills bar code printers Service quality at UPS Regaining consumer confidence at Johnson & Johnson Marlboro brand Tarnished reputations at Coca-Cola and Perrier On-time flights Motivation and support are not enough to do your job Anstruther Fish Bars secret batter recipe Customer satisfaction at the Royal Bank of Scotland General Electrics six-sigma quality goal Airline industrys safety record Committing to quality improvement Holding inventory in retail outlets Pre-prepared food in restaurants Balancing inventory approaches Reducing the level of customer support inventory Reducing the level of operations inventory Strategic outsourcing decisions Land Rovers single sourcing policy Creating a positive retailer experience at Fender International Chiquita relocates from Cincinnati to Costa Rica 215 217 219 224 233 236 264 264 269 276 288 288 304 305 306 309 312 320 321 324 334 360 373 388 388 389 392 393 393 394 406 406 418 423 423 431 460 460 460 471 471 483 486 488 491 14.1 14.2 14.3 15.1 16.1 9.1 9.2 9.3 9.4 9.5 9.6 9.7 9.8 10.1 10.2 10.3 11.1 11.2 11.3 11.4 11.5 11.6 11.7 11.8 11.9 11.10 11.11 11.12 11.13 12.1 12.2 12.3 12.4 12.5 13.1 13.2 13.3 13.4 16.2 16.3 16.4 16.5 16.6 16.7 16.8 16.9 16.10 16.11 16.12 16.13 16.14 13.5 13.6 13.7 13.8 13.9 13.10 13.11 FedEx and Kinko joined forces to speed delivery The direct alpine approach to mountain climbing Japanese companies approach to suppliers Electronic service alerts at Caterpillar Stockholding and inventory at GAP Supply chain integration at Dell Synchronizing the supply chain at Calyx and Corolla Aircraft maintenance requirements influence flight patterns Introducing TPM Cultural benefits of TPM at Forties Alpha Productivity at Convergys Sheffield City Councils geographic information system Revolutionizing productivity in South African gold mining The Personal Shopping Assistant at Metros Future Store Minimizing costs at McDonalds Introducing lean operations at Porsche Measuring productivity at IBM Saving energy at Volvo Cutting costs at Ricoh Reviewing the accounts function at the Ford Motor Company Reducing processing times at Mutual Benefit Life Radically improving performance at Taco Bell Reducing take-off costs at Jet Blue Airways Improving productivity at Western Provident Association Improving work systems at Unipart 495 498 499 500 500 502 504

8.1 8.2 8.3 8.4 8.5 8.6

532 541 542 572

587 587 587 587 588 590 591 591 601 602 602 602 602 603