Production and Operations ManagementManufacturing and ServicesEighth Edition

Richard B. ChaseUniversity of Southern California

Nicholas J. AquilanoUniversity of Arizona

F. Robert JacobsIndiana University

Irvin McGraw-HillBoston-Bur Ridge, IbDubuque, IA-Madison, WI'New YorhSan Francisco St. Lois'Bangkok'Bogot'Caracas*Lisbon'London*Madnd'Mexico City Milan^NewDelhi'SeouhSingapore'SydneyTaipei'Toronta

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13 . (Michael J. Maggard) Northeastern University . ' (David O'Donnell) University of Southern California , . "" (Raj Rajagopalan) University of Southern California , . (Alex Zhang) University of Southern California . (Joseph Moore) Indiana University (Phillip Fry) Boise State University, . University of Southern California: (Sriram Dasu), . - (Richard D. McBride), . (. Ravi Kumar), (Bob Schmidt), (Jon Yormark) (Constantin Vaitsos). (Joseph Moore) , . (Ross L. Fink) Bradley University (Instructor's Solutions Manual). (Marilyn Helms) University of Tennesee () (Study Guide). (William Youngdahl) Thunderbird American Graduate School of International Management PowerPoint. , , , , , . , : . (D. Leblanc) (Gary Scudder) Vanderbilt University, (David Cabell) McNees State University, (Kannan Sethurman) University of Michigan, (Dilip Chhajed) University of Illinois, . . (S. D Deshumukh) Northwestern University, (Dennis Krumwiede) Kansas State University, (Harry Boer) University of Twent-Netherlands, (Ashok Rao) Babson College, (James Lawson) Mississippi State University, (Constantin Vaitsos) University of Southern California, . . (Y. L. Yelio Yang) San Diego State University, - (Keah-Choon Tan) Mesa State University, (Emre Veral) Baruch College, (Peter Kelle) Louisiana State University, (Joseph Moore) Indiana University, (Bruce Hartman) University of Arizona, . (Ross L. Fink) Bradley University. , . : (Ann Marucheck) University of North Carolina at

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14Chapel , (Richard Metters) Vanderbilt University, (Arthur Smith) University of Toledo, (Louis A. LeBlanc) University of Arkansas at Little Rock, (Powell Robinson) Texas A&M University, (John Wacker) Iowa State University, (Morgan Swink) Indiana University, (Ravi Behara) George Mason University, M. (M. Zarrugh) James Madison University, (Diane Parente) University of Mississippi-Tupelo, (Susan A. Slotnick) State of New York University of Stony Brook, (Drew Rosen) University of North Carolina at Wilmington, . (Robert J. Vokurka) Texas A&M University (Kenneth Murphy) Florida International University. (John Bradford) Miami University. , , . : (Joseph Blackburn) Vanderbilt University, (James Blotcher) Indiana University, (Jim Browne) New York University, (Farzaneh Fazel) Illinois State University, (Lissa Galbraith) Florida State University, (Dennis Geyer) Golden Gate University, (Stephen Huxley) University of San Francisco, (Yunus Kathawala) Eastern Illinois University, (Doan Modianos) Bradley University, (Winter Nie) Colorado State University, (Roderick Reasor) Virginia Polytechnic Institute and State University, (Powell Robinson) Texas A&M University, (Jerry Wei) University of Notre Dame, (Wayne Cunningham) University of Scranton, (Edward Gillenwater) University of Mississippi, Mexpa (Satish Mehra) Memphis State University, (Graham Morbey) University of Massachusetts at Amherst, P. (R. Natarajan) Tennessee Technological University, (Fred Raafat) San Diego State University, (Edward Rosenthal) Temple University, (David Booth) Kent State University, (Thomas Cywood) University of Chicago, (Mike Martin) Dalhousie University, (James Perry) George Washington University, (Dan Rinks) Louisiana State University, (Raj Srivastavo) Marquette University, (Robert Trend) University of Virginia, (Everette Adam) University of Missouri-Columbia, (Lawrence Benningson) Harvard University, . (Amiya . Chakravarty) Tulane University, (Joel Corman) Suffolk University, . (Willima A. Fischer) University of North Carolina, (Dale Flowers) Case Western University, III (Carter Franklin III) Houston Baptist University, HI (Oliver Galbraith III) California State UniversitySan Diego, . (Stanley J. Garstka) University of Chicago, (Michael Hottenstein)

Penn State University, (Gordon Johnson) California State University-Northridge, . (Frank L. Kaufman) California State University-Sacramento, (Lee Krayewski) University of Notre Dame, . (Hugh V. Leach) Washburn University, . (John D. Longhill) East Carolina University, . (John R. Mattews) University of Wisconsin, (Brook Saladin) Wake Forest University, (Ted Stafford) University of Alabama-Huntsville, (Trevor Sainsbury) University of Pittsburgh, (Chuck Baron Shook) University of Hawaii at Manoa, . (John E. Stevens) Lehigh University, . (Jesse S. Tarleton) College of William and Mary (Larry Ritzman) Boston College. , , , . (Douglas Stewart) Michigan State University (Andreas Soteriou) University of Cyprus, (Arvinder Loomba) University of Northern Iowa, (Deborah Kellog) University of Colorado-Denver, (Bliar Berkley) California State University-Los Angeles, (Bill Yongdahl) Thunderbird American Graduate School of International Management. (Dame Mann), Service Excellence, , (Heidi English) Indiana University. (Dick Hercher), Irwing/Mcgrow-Hill, , , . (Gail Korosa)? , ( ) . Irwing/Mcgrow-Hill, , , : (Colleen Suljic), (Susan Trentacosti), (Larry Cope), (Heather Burbridge) (Keri Johnson). , , , : , . . (Richard . Chase) . (Nicholas J. Aquilano) . (Robert F. Jacobs)

I

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WWW Ben and Jerry's ( h t t p : //www. ben j e r r y , com) Hewlett-Packard ( h t t p : / /www. hp. com) Tektronix ( h t t p : / /www. t e k . com) (National Association (ht tp://www.napm.g) of Purchasing Management)

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18

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Tektronix, . , , . . , , . : , , , , , , . , . , , , ( h t t p : //www. tek. com). . R. . Chase and D. A. Garvin, "The Service Factory", Harvard Business Review, July-August 1989, p. 65-66.

, , . , . . 1.2 , .

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Raritan Corporation , , . , . 3. , , , , . Digital Equipment Corporation, , . . , , , , Sara Lee , , . 4. (, Caterpillar 48 ) , (, , The Limited , , ).

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25, , , XX (Scientific Management). . (Frederick W. Taylor). , (1) , (2) , (3) . . , , , . , , .., . ( , , ), . 1913 , . , , , , , , . ( "".) , ( ) 2. . . 2 (Principles of Scientific Management), (The Secrets of Lost Motion). 3.

. 1.3 . , , 1.

, , Victor Sower, Jaideep Matwani, Michael J. Savoie, Classic Readings in Operations Management (Fort Worth: The Dryden Press, 1995).1

Milton J. Nadworny, "Schmidt and Stakhanov: Work Heroes in Two Systems", California Management Review, Summer 1964, p. 6976.3

Charles J. McMillan, "Production Planning in Japan", Journal of General Management, 8, No.4, p. 4471.

26

I.

1.3. XX 10-

(EOQ Economic Order Quantity) , , , , PERT , , , , (MRP) , Poka-yokes, CIM, FMS, CAD/CAM, ..

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30-

40-

50-60-

70-

, IBM. MRP (Joseph Orlicky) (Oliver Wight) () McDonald's - () (Tai-lchi Ohno) Toyota Motors (), .. (W.E. Deming) . . (J.M. Juran) () (, , ) . (Eliyahu M. Goldratt) () (American Society of Quality Control), (National Institute of Standards and Technology) (), , (International Organization for Standardization) () (Michael Hammer) () , Netscape Communications Microsoft SAP (), Oracle ()

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90-

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Internet, World Wide Web SAP, /

1. , (Frank Lillian Gilbreth) (Henry L. Gantt). , . , , , , , , ; , , .

27 , 30- (Harvard School of Business Administration), (Elton Mayo). (Western Electric Plant), (Hawthorne), . , .. (F.J. Roethlisberger) .. (W.J. Dickson), 1939 Management and Worker, "" . , , , , , . , , , , . , .

1913 : 4. , 1913 , 12,5 . , , , , , 93 . . , - , , , . - , , . , , . , , -.

40- .4

50- 60- , . , (Edward Bowman), (Robert Fetter) (Analysis for Production and

, , , . , Model-T Ford . , ? , .

28

I. , . , , , , . , (Computer-Integrated Manufacturing CIM), (Flexible Manufacturing Systems FMS) (Factory Of the Future FOF), , .

Operational Management, 1957) . (Elwood S. Buffa) (Modern Production Management, 1961), , , . , (, ). , 1973 , , " " .

70- 80- - (Harvard Business School) (Manufacturing Strategy Paradigm). (William Abernathy), (Kim Clark), (Robert Hays) (Steven Wheelwright). (Wickham Skinner). , . ( 5Ps) . . , , , , , . , , ( , ) .

MRP 70- , . , (Materials Requirements Planning MRP). , . , . , , , , , . ( (Joseph Orlicky) IBM, (Oliver Wight)) (American Production and Inventory Control Society APICS) MRP (MRP Crusade).

JIT, TQC u 80- , " " (Just-InTime JIT). : - " ", .. , . (Total Quality Control TQC), -

( 2 , ), -, . McDonalds, ,

1.

29

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? " "? ? 2030% , , Panasonic, . ( , ). , Panasonic Individual Customer System (PICS), " Panasonic". , , National Bicycle Industrial Company, , . National Bicycle Industrial Company (NBIQ Matsushita, , Panasonic 1987 . (Personalized Order System POS) ( PICS , ) (Mass Customization), .. . 21 . 18 , 8 . 199 , . PICS . Panasonic, . . , -. ( . , , , .) - , . - . , , , . , , , , , , . . , , . , . 150 60 . , , (, , 90% ), 90 . , , , , . NBIC : " , , - - ".

30

I.

, . , , , . . , " " . NBIC , Matsushita .

11 231 862 . Surech Kotha, "The National Bicycle Industrial Company: Implementing a Strategy of Mass-Customization", (International University of Japan, 1993); Susan Moffat, "Japan's New Personalized Production", Fortune, October 22,1990, p. 132-135.

. McDonald's , Chaparral Steel -.

, , , (TQM). 80- , 90-. , , : . (W. Edward Deming), . (Joseph M. Juran) (Philip Crosby). 1986 (American Society of

Quality Control) (National Institute of Standards and Technology) (Baldrige National Quality Award). . ISO 9000, (International Organization for Standardization). , .

- 90- , , -

1. . - (Michael Hammer) ": , ". , ( TQM). , : , , .

311. . , -. , , , . , , . 2. , . ( , , ). (, Buick , ); (, Toshiba 30 ); (, Procter & Gamble 13 , , , )5. 3. . . , , , . . - , .. . , . 4. . , . , Joseph . Pine , Mass Customization: The New Frontier in Business Competition (Boston: Harvard Business School Press, 1993), p. 33-39.

90- Internet World Wide Web. " " , Internet. Internet ARPANET, 1969 . Web- , . Internet , Microsoft Netscape - , Internet.

, , , , . , (Outsourcing), . .

, . , .

32

I. 3. . 4. ? 5. . 1.1 "-" : a) ; b) ; c) ; d) . 6. () National Bicycle Industrial Company, Panasonic. 5Ps " " (.. Purchaser)? ? . 7. ( )? - ? ? 8. " " Tektronix ?

. , , . ( , .)5. ,

. TQM, , , , . , , , , , .6. . -

, . , , Toyota, , - ( ), 420 26 . ( , .)7. , , -

Uday Apte, "Operations Management Course Notes" (Southern Methodist University, 1997). Richard B. Chase and David A. Garvin, "The Service Factory", Harvard Business Review, JulyAugust 1989, p. 6169. Richard B. Chase and Eric L. Prentis, "Operations Management: A Field Rediscovered", Journal of Management, October 1987, p. 351-366. Robert E. Cole, "The Quality Revolution", Production and Operations Management, Winter 1992. W.H. Davidow and M.S. Malone, The Virtual Corporation (New York: HarperCollins, 1993). W. Edwards Deming, Out of the Crisis (Cambridge, MA: Massachusetts Institute of Technology, Center for Advanced Engineering Study, 1986). Peter F. Drucker, "The Emerging Theory of Manufacturing", Harvard Business Review, May-Juny 1990, p. 94-102. William H. Gates, The Road Ahead (New York: Penguin Books, 1996). Craig Giffi, Aleda V. Roth and Gregory M. Seal, Competing in World-Class Manufacturing (National Center for Manufacturing Sciences. Homewood, I L : Business One Irwin. 1990). Michael Hammer, "Reengineering Work: Don't Automate, Obliterate", Harvard Business Review, July-August 1990, p. 104-112. Robert H. Hayes, Steven Wheelwright and Kim B.

. , , , , . 6.

1. (), (OR) (MS)? (IE)? 2. , ?6

. Michael Porter and Claas Vander Under, "Green and Competitive: Ending the Stalemate", Harvard Business Review, September-October 1995, p. 120-137.

1. Clark, Dynamic Manufacturing (New York: Free Press, 1988). Surech Kotha, "The National Bicycle Industrial Company: Implementing a Strategy of Mass-Customization", Case study from the International University of Japan, 1993. Charles J. McMillan, "Production Planning in Japan", Journal of General Management, 8, No. 4, p. 4471. Susan Moffat, Japan's New Personalized Production", Fortune, October 22, 1990, p. 132-135. Milton J. Nadworny, "Schmidt and Stakhanov: Work Heroes in Two Systems", California Management Review, Summer 1964, p. 69-76. Osborn D., Reinventing Government (New York: Plume, 1993). B. Joseph Pine II, Mass Customization: The New Frontier in Business Competition (Boston: Harvard Business School Press, 1993). Michael Porter and Claas Vander binder, "Green and Competitive: Ending the Stalemate", Harvard Business Review, September-October 1995, p. 120-137.

33James Brain Quinn, Intelligent Enterprise (New York: Free Press, 1992). Richard J. Schonberger, World Class Manufacturing: The Lessons of Simplicity Applied (New York: Free Press, 1986). Victor E. Sower, Jaideep Matwani and Michael J. Savoie, Classic Readings in Operations Management (Fort Worth: The Dryden Press, 1995). George Stalk, Jr., and Thomas M. Hout, Competing against Time (New York: Free Press, 1990). Gustavo A. Vargas, and Thomas W. Johnson, "An Analysis of Operational Experience in the US/Mexico Production Sharing (Maquiladora) Program", Journal of Operations Management, November 1993, p. 1734. James P. Womak, Daniel T. Jones and Daniel Roos, The Machine That Changed the World (New York: Rawson Associates, 1990).

2

... 35 36 40 42 45 48 49

-- (Plant-Within-a-PIant PWP) " " (Order Qualifiers) (Keiretsu) () (Core Enterprise) () (Core Capabilities) (Corporate Strategy) (Delivery Reliability) " " (Order Winners) (Operations Strategy) (Operations Capabilities) (Operations Priorities): (Flexibility) (Cost) (Changes in Demand) (Delivery Quality) (Product Quality) (Process Quality) (World-Class Manufacturers) (Productivity)

WWWFederal Express ( h t t p : //www. fedex.com) Citicorp ( h t t p : / / c i t i c o r p . com) Compaq Computer ( h t t p : //www. compaq. com)

2. , , . (Operating Processes) . , . , , . , , , . 70- 80- . 4v/ , , , , , . , , . , , , . , , . , , . , , , . , , . , , . , , . , , , , . , , (Lean Manufacturing) . 90- , , . ,

35 , . , , , , . , , , . , , . ; , , , .

(Operations Strategy) , . , (Corporate Strategy), ? . . , , , . , , . , ' , - , . , , , , . , . -

36

I. , , ( ), . , , , , . , , , , . , , , . , .

, . , / . , , , . , , . . , . , ; , , , .

: (Product Quality) (Process Quality). , . , , . . , , . , . , - . , , , , , . , . , , , . , - . , . , .

. (. Wickham Skinner) (Harvard Business School) (Terry Hill) - (London Business School) : , , , , , , 1.

, , , , , . , , , , .

. J. Hill, Manufacturing Strategy Text and Cases, 2nd ed. (BunRidge IL: Richard D. Irwin, 1994).

2.

37 Federal Express, , (Memphis, Tennessee), 650 . , .

http://www.fedex.com

, .. (Delivery Speed). , , , . , - , , 14 .

, , , - . - , , . , , , , . .

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, , V . , "" . , , (World-class Manufacturers). , 7080- , , , , . , . , , , , .

60- 70- () . , . , , , , . , , , , , , . , . , . (Wickham Skinner) , , (Plant-Within-a-Plant PWP). , , . PWP , ,

Boston University , 212 10 . Manufacturing Futures Survey ( ) , , 3. , 16- , 2

Wickham Skinner, "The Focused Review, May-June 1974.3

Factory", Harvard Business

J. S. Kim, "Search for a New Manufacturing Paradigm", Research Report Series. 1. T. J. Hill, Manufacturing Strategy Text and Cases, 2nd ed. (Burr Ridge IL: Boston University School of Management), October 1996.

2. . . 2.1. , (.. ), . , , , . , , , . , , 90- , . , . , , (, , ) . , , (Value). , , .. , , . , , , , , . ,

39 . . 2.1, 1990 , , .

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40

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, , " " . , . , , , . , , , 70- . , , "" : : . , . () . 2.1 , . 80- , , , Ford, General Motors Chrysler, - "" , , " ", , . , , , , , . , . " " ( . ) , , , .., , " (, , , ". , ). , . , , . (CIM), (TQM) " " (). , , , , ( "") . , : , . ( ) ( ). . 2.1 , : , , , , , , , ? , , . , , ( , , , , () , . ). , . , , , , , , . , , (Wickham Skinner) , , .

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Wickham Skinner, "Three Yards and a Cloud of Dust: Industrial Management at Century End", Production and Operations Management, Spring 1996, p. 15-41.

42

I. . , . , , . . -, , , , . , , , .. , . -, ( III IV), , ( ). , , . , , - . , , ; , . ( . , , Scandinavian Airlines System (SAS) 120 , .)

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43

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44

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, , , . , . , . , I , , . II , . , () , . . Niegel Slack, The Manufacturing Advantage (London: Management Books 2000 Ltd., 1992), p. 1415.

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46

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, , General Motors. , Blue Cross-Blue Shield, . GM, "" , (Electronic Document Storage EDS), , . , . , , Sony - (Akio Morita) (World Economic Forum) (Davos) , " . ... , ". Sony, . , , , , . , , . , , , .""Structural Shifts in Major OECD Countries", Industrial Policy in OECD Countries: Annual Review, 1992, OECD.

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47

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48

I.

2.3. / General Motors Buick Hewlett-Packard IBM 60 40 52 24 48 13 / Honeywell Ingersoll Rand Warner Electric 48 12 42 12 36 10

. Donald Relnersen Preston Smith, Developing Products in Half the Time. (New York: Van Nostrand Reinold, 1990). Boardroom Reports, July 15,1991, p. 7.

- (MIT Japan Program) . (James S. Womack) , 5. , , . , . , , , " , . , , ( ), " ", " " ". - . 1. , , . (" Chrysler. Honda, "", , . Xerox Boeing'.)James P. Womack, "Book Review", Sloan Management Review, Winter 1994, p. 107.

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Aleda V. Roth, "Neo-Operations Strategy ", Handbook of Technology Management, Ed. G. H. Gaynor (New York: McGraw-Hill, 1996), p. 38.1-38.44.

. 2.2 " " , , , "" . .

50

I.

2.4. , -, , + + + + ""'"

. David J. Sumanth and Kitti Tang, "A Review of Some Approaches to the Management of Total Productivity in a Company/Organization", Institute of Industrial Engineering Conference Proceedings, Fall 1994, p. 305. Copyright Institute of Industrial Engineers, 25 Technology Park/Atlanta, Norcross, Georgia 30092.

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. David J. Sumanth and Kitti Tang, "A Review of Some Approaches to the Management of Total Productivity in a Company/Organization", Institute of Industrial Engineering Conference Proceedings, Fall 1994, p. 305. Copyright Institute of Industrial Engineers, 25 Technology Park/Atlanta, Norcross, Georgia 30092.

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53

1 Compaq Computer Compaq Computer, , , : ", Compaq Computer, , ". , : , . , 1982 , , , (Computer), (Compact) (Quality). Compaq IBM- , . 1990 , 11 800 , 3,6 , 455 . 20% ( IBM Apple Computer 25% ). Compaq , . . 1991 34% , 80%. Compaq , . , IBM. , . , , . , . Compaq , , : , , . , , http://www.Compaq.com , - , , " , ". - , Compaq , , : " . 90- , ". ( , Toshiba, Compaq .) 1986 , . : Conner Peripherals, Silicon Valley, . " Conner, , - . , Conner - . - , ". 1991 Compaq , . 7,5 , , , . Compaq Sun Microsystems Hewlett-Packard, : , Microsoft Digital Equipment Corp. , , IBM . , , . , "" . , , - -

54

I. 1. Compaq , . 2.1. , , , ? , Compaq ? 2. Compaq, ?. "The New American Century", Fortune, , Spring-Summer 1991, p. 27 1991 Time, Inc. .

. , Computer Letter : " , ". , , Compaq . , Compaq, , . , PC Letter , , ", 3,6 , Compaq ".

2Los Angeles Toy Company {Los Angeles Toy Company LATQ " ". LATC - . 1997 - , , . 60 . LATC, , , , ( ). LATC , . , . , , . . , , , , , . LATC , , , , LATC, -. - , 50 . ( - , .) - -, ( , ) . : " , . , , ". 50 29,50 . , - , , 7 . 70% , . , -, , : .

2. 1. LATCI 2. LATC () ; () (),

55 ( 8 LATQ; () , ? , , , .

A. Bernstein, "Quality Is Becoming Job One in the Office, Too", Business Week, April 29, 1991. A. Bernstein, "The Goods Life Isn't Only in America", Business Week, November 2, 1992, p. 34. Joseph D. Blackburn, Time-Based Competition: The Next Battleground in American Manufacturing (Homewood, IL: Business One Irwin, 1991). B. Bremmer and M. Ivey, "Tough Times, Tough Bosses, Corporate America Calls In New, Cold-Eyed Breed of CEOs", Business Week, November 25, 1991, p. 174-179. Richard B. Chase, David A. Garvin, "The Service Factory", Harvard Business Review, July-August 1989, p. 61-69. Stephen S. Cohen, John Zysman, Why Manufacturing Matters: The Myth of the Post-Industrial Society (New York: Basic Books, 1987). Craig A. Giffi, Aleda V. Roth, "Winning In Global Markets: Survey of US and Japanese Manufacturing". , ORSA/TIMS 1992 -. 1-3 , 1992. Christopher W.L. Hart, James L. Heskett and W. Earl Sassar, Service Breakthroughs: Changing the Rules of the Game (New York: Free Press, 1990). Robert H. Hays, and Gary P. Pisano, "Beyond World Class: The New Manufacturing Strategy", Harvard Business Review, January-February 1994, p. 77-86. Robert H. Hays, Steven Wheelwright and Kim B. Clark, Dynamic Manufacturing Creating the Learning Organization (New-York: Free Press, 1988). T.J. Hill, Manufacturing Strategy Text and Cases (Burr Ridge IL: Richard D. Irwin, Inc. 1994); David A. Gawin, Operations Strategy Text and Cases (Englwood Cliffs, NJ: Prentice Hall, 1992). Wallace Hopp and Mark Spearman, Factory Physics: A New Approach to Manufacturing Management (Burr Ridge IL: Richard D. Irwin, 1996). M.K. Malhotra, D.C. Steel and V. Grover, "Important Strategic and Manufacturing Issues in the 1990s", Decision Sciences, March-April 1994, p. 189-214. A. Maruchek, R. Pannesi and S. Anderson, "An Exploratory Study of the Manufacturing Strategy Process in Practice",

Journal of Operations Management, January 1990, p. 109118. Aleda V. Roth, "Neo-Operations Strategy", Handbook of Technology Management, ed. G. H. Gaynor (New York: McGraw-Hill, 1996), p. 38.1-38.44. Wickham Skinner, Manufacturing: The Formidable Competitive Weapon (New York: John Wiley & Sons, 1985). Wickham C. Skinner, "Manufacturing The Missing Link in Corporate Strategy", Harvard Business Review, MayJune 1974, p. 136-145. Wickham C. Skinner, The Focused Factory", Harvard Business Review, MayJune 1974, p. 113122. Wickham Skinner, "The Productivity Paradox", Harvard Business Review, JulyAugust 1986, p. 5559. Wickham Skinner, "Three Yards and a Cloud of Dust: Industrial Management at Century End", Production and Operations Management, Spring 1996. Nigel Slack, The Manufacturing Advantage (London: Management Books 2000 Ltd., 1991). S. Solo, "Stop Whining and get Back to Work", Fortune, March 12, 1991, p. 49-50. G. Stalk, Jr., "Time The Next Source of Competitive Advantage", Harvard Business Review, JulyAugust 1988. Martin K. Starr, Global Competitiveness: Getting the U.S. Back On Track (New York: W. W. Norton. 1988). Martin K.Starr, "Global Production and Operations Strategy", Columbia Journal of World Business, Winter 1984, p. 1732. Jeffrey C. Swaim and D. Scott Sink, "Current Developments in Firms or Corporate Level Productivity Measurements and Evaluation", Issues in White Collar Productivity (Atlanta, GA: Institute of Industrial Engineering, 1984), p. 817. D.R. Thomas, "Strategy Is Different in a Service Business", Harvard Business Review, JulyAugust 1978, p. 158165. Steven Wheelwright and Robert H. Hayes, "Competing Through Manufacturing", Harvard Business Review, JanuaryFebruary 1985. James R. Womack and Daniel T. Jones, Lean Thinking: Banish Waste and Create Wealth in Your Corporation (New York: Simon and Shuster, 1996). James R. Womack, Daniel T. Jones, David Ross, The Machine That Changed the World (New York: Rawson Associates, 1990).

3

... "" PERT 58 59 59 63 64 69 71 72 74 75

(Gantt Chart) / (Early-Start/Late Start Schedules) (Matrix Project) (Critical Path Method ) (Program Evaluation and Report Technique PERT) "" (Time-Cost Model) (Pure Project) (Work Breakdown Structure WBDS) (Project Management) (Functional Project) (Milestone)

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57 , , , , . , , . " , , ", - . , ? , , . , . , . , , , Andersen Consulting, Xerox.. Mattew L. Wald, "The Twin Towers: How to Fix Them", The New York Times, March 9, 1993 1993 by the New York Times Co. .

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58

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, 10. , , , . 9. , (, , ..), , . 8. . 7. - , , . 6. "" " ". , , , , , - . 5. , , . 4. , , . 3. , , . 2. , , , 1. , , , .. Paul . Williams, Getting a Project Done on Time: Managing People, Time, and Results (New York: The American Management Association, 1996), p. ix.

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