OPERATIONS MANAGEMENT : for Competitive Advantage with Global Cases. Richard B. Chase

CHAPTER 1 p. 5: Courtesy of The Kennedy Group; p. 12: Courtesy of Taco Bell; p. 16: From the Collections of Henry Ford Museum and Greenfield Village; p. 19: Courtesy of CMAX.com.

CHAPTER 2 p. 23: Courtesy Southwest Airlines; p. 26: "© 1995-2000 FedEx. All Rights Reserved"; p. 38: Courtesy of Amazon.com; P. 41: Courtesy of Dialog Software. www. dialogsoftware.com; p. 47: Courtesy of Lasik Eye Centers.

CHAPTER 3 p. 71: Courtesy of Airbus; p. 79: DOD photo by Grant Greenwalt; p. 106: Courtesy of Ford Motor Company.

CHAPTER 4 p. 109 (all): Courtesy of IDEO; p. 112: Courtesy of Dell; p. 115: Courtesy of W. L. Gore, Inc.; p. 123: Courtesy of Solid Design Concepts, Inc.; p. 131: Courtesy of Bob Jacobs.

TECHNICAL NOTE 4 p. 143: Courtesy of Chicago Hospitals.

CHAPTER 5 p. 153 (both): Courtesy of IDEO; p. 154: Courtesy of American Honda Motor Co., Inc.; p. 155: CORBIS; p. 163: Courtesy of Kellogg Company; p. 171: Courtesy of 3D Systems, SLA r 250 System.

TECHNICAL NOTE 5 p. 181: John A. Rizzo/Getty Images; p. 184: The Boeing Company; p. 188: Courtesy of Pacific Northwest National Laboratory; p. 202: © Bonnie Kamin/PhotoEdit.

CHAPTER 6 p. 209: Courtesy of Honda Manufacturing of Alabama; p. 210: Courtesy of Tacoma Guitars, Inc.; p. 210: © Kim Steele/Getty Images; p. 211: Courtesy of BMW of North America. p. 211: © Neil Beer/Getty Images.

TECHNICAL NOTE 6 p. 227: Courtesy of Nokia, Inc.; p. 228 (all): Courtesy of Lotus Plc.; p. 235: Photofest; p. 241: Courtesy of American Honda Motor Company: p. 242: Courtesy of Inscape Solutions; p. 247: Courtesy of Stew Leonard's, Norwalk CT.

CHAPTER 7 p. 263: The Ritz-Carlton Hotel Company, L.L.C. All rights reserved. Reprinted with permission of The Ritz-Carlton Hotel Company L.L.C.; p. 267: © Keith Brofsky/Getty Images; p. 268: Courtesy of The Marriott Corporation; p. 272: Courtesy of Harrah's Operating Company, Inc.; p. 277: Courtesy of BP, p.l.c. (2005); p. 281: Courtesy of The Kimpton Boutique Hotels.

TECHNICAL NOTE 7 p. 289: Courtesy of Affiliated Computer Services, Inc.; p. 292: Courtesy of Virtual Queuing, Inc.

CHAPTER 8 p. 319: Courtesy of General Electric; p. 320: Courtesy of National Institute of Standards & Technology, Office of Quality Programs, Gaithersburg MD, 20899. Photography Steuben; p. 323: Courtesy of The Goodyear Tire and Rubber Company; p. 336: Mini USA, A Division of BMW of North America, LLC.

TECHNICAL NOTE 8 p. 347: Courtesy of Kawasaki Motors Manufacturing Corp., USA; p. 350: Courtesy of FilmTec Corporation, a wholly-owned subsidiary of The Dow Chemical

Company: p. 357: Courtesy of Ford Motor Company; p. 361: Courtesy of Alcoa, Inc.

CHAPTER 9 p. 373: Keith Brofsky/Getty Images; p. 380: © www.Rapid-Response-Engineering.com; p. 386: Courtesy of Ford Motor Company; p. 390: Courtesy of Texas Instruments.

CHAPTER 10 p. 405: Courtesy of Nokia, Inc.; p. 409 (left): F. Schussler/PhotoLink/Getty Images; p. 409 (middle and right): Courtesy of Tom's of Maine; p. 413: Courtesy of Solectron, Inc.; p. 419: Courtesy of Land Rover.

CHAPTER 11 p. 429: Courtesy of Pfizer, p. 431: Courtesy of The Jelly Belly Candy Company; p. 432: CORBIS; p. 434: Courtesy Xerox Coporation.

TECHNICAL NOTE 11 p. 450: Courtesy of Alcoa, Inc.; p. 458: Courtesy of Mall of America; p. 459: Courtesy of Mapinfo Corporation, Copyright 1997.

CHAPTER 12 p. 469: Ryan McVay/Getty Images; p. 475: Courtesy of Kawasaki Motors Mfg., Corp., USA, Maryville Plant; p. 477: Courtesy of McDonnell Douglas; p. 482 (both): Courtesy Arvin North American Automotive; p. 483 (all): Courtesy Arvin North American Automotive; p. 486: Gategourmet International; p. 489: Courtesy of BMW.

MANAGERIAL BRIEF 13 p. 503: Courtesy of Louisville Slugger Museum.

CHAPTER 13 p. 511: Courtesy of Wal-Mart; p. 513: Courtesy GTE Corporation; p. 516: Courtesy of Gilmore Research Group-Seattle/Portland; p. 532 (both): Courtesy of The Toro Company

CHAPTER 14 p. 559: Keith Brofsky/Getty Images; p. 562 (both): Courtesy of Deere & Company, Moline IL, USA; p. 565: Courtesy of Advanced Optical Components, a division of Finisar Corp.; p. 576: Courtesy of Singapore Airlines.

CHAPTER 15 p. 587 Courtesy of Sabina Dowell; p. 588: Courtesy of Heineken International; p. 589: Courtesy of Cannondale; p. 592: Jamie Squire/Getty Images; p. 597: Courtesy of Ford Motor Company; p. 614: Courtesy of Prada.

CHAPTER 16 p. 629: Courtesy of SAP; p. 630: Courtesy of Sara Lee H & BC, UK; p. 635: Courtesy of Solutia; p. 637: Courtesy of IBM; p. 647: "Reprinted Courtesy of Caterpillar, Inc."

CHAPTER 17 p. 663: Courtesy Oakwood Healthcare System, Inc.; p. 665: Courtesy of Intelligent Instrumentation; p. 677: David Pollack/CORBIS; p. 679: Skip Nall/Getty Images.

CHAPTER 18 p. 719: Joe Cornish/Getty Images; p. 726-Courtesy of US Steel.

SUPPLEMENT B p. 769: Stone/Getty Images; p. 770: Courtes Cincinnati Milacron.

SECTION ONE. OPERATIONS STRATEGY AND MANAGING CHANGE. --- SECTION TWO. PROCESS SELECTION AND DESIGN. --- SECTION THREE. SUPPLY CHAIN DESIGN. --- SECTION FOUR. PLANNIG AND CONTROLLING THE SUPPLY CHAIN. --- SUPPLEMENTS. --- APPENDICES. --- PHOTO CREDITS. ...787. --- NAME INDEX. ...789. --- SUBJECT INDEX. ...792.