This exciting new textbook provides exceptional coverage of the essential topics taught in a modern operations management course. Its highly current coverage includes contemporary and relevant service theory and applications. Appropriate manufacturing applications and theory are included where relevant. The book’s modern/strategic approach addresses OM from a cross-functional perspective, which views operations as linked to all other functional areas of an organization, such as marketing and finance. Features OM Spotlight Vignettes illustrate how OM principles are used in real, successful organizations * Outstanding end-of-book cases motivate students and illustrate practical uses of techniques introduced in the chapters * Many reviews and discussion questions allow the instructor to incorporate writing assignments in the course * The CD-ROM accompanying this book contains supplementary chapters for quantitative methods: work measurement, queuing, linear optimization, simulation, and