This chapter introduces operations management as the design, operation, and improvement of systems that create and deliver a company's primary products and services. It defines key terms like transformation processes and core and value-added services. The chapter discusses why studying operations management is important for business education, career opportunities, and synergies with other functions. It provides a brief historical overview of developments in operations management and current issues like supply chain management and the customer experience.

2. Chapter 1 Introduction to the Field

5. Why Study Operations Management? Business Education Systematic Approach to Org. Processes Career Opportunities Cross-Functional Applications Operations Management

9. OM in the Organization Chart Operations Plant Manager Operations Manager Director Manufacturing, Production control, Quality assurance, Engineering, Purchasing, Maintenance, etc Finance Marketing

10. Core services are basic things that customers want from products they purchase Core Services Defined

11. Core Services Performance Objectives Operations Management Flexibility Quality Speed Price (or cost Reduction)

12. Value-added services differentiate the organization from competitors and build relationships that bind customers to the firm in a positive way Value-Added Services Defined

13. Value-Added Service Categories Operations Management Information Problem Solving Sales Support Field Support

19. End of Chapter 1