如何做到“名”、“利”双收？如何使“客户至上”的口号变为现实？阅读本书，会找到令您满意的答案。作者独辟蹊径，以人为本，对内提出树立“人人都是管理者”的概念，提高员工的工作积极性：对外以各种途径满足客户需要，保证企业，客户，员工三者关系的平衡，和谐，领会本书之理论，并加以融汇贯通，定会获益匪浅！

Richard J.Schonberger Edward M.Knod,Jr：暂无简介

PART I　INTRODUCTION TO OPERATIONS MANAGEMENT
1　Operations-Producing Goods and Providing Services
2　Competitive Strategies and Principles
3　 The Quality Imperative
PART II　DESIGN AND CONTROL FOR CUSTOMER SATISFACTION
4　Designed-In Quality: Products, Services, Processes
5　Quality Control and Process Improvement
PART III　TRANSLATING DEMAND INTO ORDERS
6　Demand Management and Forecasting
7　Master Planning-for Capacity and Output
8　Flow-Control Systems Overview
9　Order Fulfillment and Purchasing
10　Timing: JIT/Kanban,MRP, and Related Topics
11　Quick-Change Flexibility and Lot Sizing
PART IV　TRANSLATING PLANNED ORDERS INTO OUTCOMES
12　Process Selection and Layout
13　Managing Continuous and Repetitive Operations
14　Managing job and Batch Operations
15　Managing Projects
PART V　OM RESOURCES: MEASUREMENT, MANAGEMENT, IMPROVEMENT
16　Productivity and People
17　Facilities Management
18　What's Next-for You and for OM