introduction to operations management

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Copyright ©2017 Pearson Education, Ltd.
Introduction
The Instructor’s Resource Manual (IRM) is intended to help instructors obtain the maximum benefit
from the Heizer/Render/Munson text and supplementary resources that accompany the text. The IRM
may be particularly helpful for first-time instructors, as it contains a wealth of presentation notes and
ideas for supplementing the textbook material.
Feature
Integrated Company Video and Case Summary
The text provides an outstanding set of accompanying videos, many of which feature the authors and
are directly tied to the text material. These also have video case write-ups at the end of the respective
chapters. Several companies appear multiple times. Furthermore, a recurring organization,
Southwestern University, appears in several end-of-chapter cases in the text. A grid provides a
summary of these featured firms.
Chapter Sections
Each chapter, supplement, and quantitative module has a section in the IRM containing many of the
features described below.
Background
An introductory section puts the chapter theme in context and suggests some areas for emphasis.
Class Discussion Ideas
In most cases, at least two different ideas for generating class discussion are provided.
Active Classroom Learning Exercises
In most cases, at least two active classroom learning exercises are described. These represent
exercises, games, or group discussions designed to get all students out of their seats and engaged in
the topic.
Company Videos
Detailed descriptions are provided for each of the company videos, followed by suggestions for
possible related class discussion topics.
Cinematic Ticklers
Video clips from popular movies or television shows can inject humor into the classroom, break up a
class lecture, and potentially provide a good talking point related to a course topic. Most chapters in
the IRM describe at least one of these clips.
Jay, Barry, and Chuck’s OM Blog (http://heizerrenderom.wordpress.com/)
For several years now, the authors have provided a blog that is updated several times per week. All of
the previous posts have been archived into a marvelous collection of comments on the OM
ramifications of current events in the news, as well as a variety of teaching tips. Several scholars have
provided intriguing guest posts as well. The blog conveniently organizes previous posts by subject as
well as by chapter correlation. Here in the IRM we provide a sampling of blog references related to
each chapter, including a short description and the link itself.

2. Introduction
Copyright ©2017 Pearson Education, Ltd.
2
Presentation Slides
A screen shot of every one of the accompanying 2000+ PowerPoint slides is provided in the IRM,
along with extensive notes.
Additional Assignment Ideas
In most cases, the IRM provides at least two additional assignment ideas for outside of the classroom.
Many of these are internet-based exercises.
Internet Resources
Most chapters contain a list of related internet sites.
Other Supplementary Material
This section may contain a variety of features, including material not provided in the text, extra
videos related to the topic, commercial software, descriptions of learning games with citations, full
descriptions of games, etc.

3. Introduction
Copyright ©2017 Pearson Education, Ltd.
3
Integrated Company Video and Case
Summary
The authors have created a completely integrated video case series, which has won numerous awards.
Six service and three manufacturing companies are featured. Instructors can use the grid provided on
this page to guide them in following one or more companies over the whole semester. Details about
each video are provided in the respective IRM chapters. Brief summaries are provided below.
Southwestern University is a recurring case study that spans seven chapters.
Alaska Airlines—Alaska Airlines has consistently received the JD Power & Associates Award for the
highest customer satisfaction in the industry. Alaska is a medium-sized airline that continues to
expand, including numerous daily flights to Alaska, Hawaii, Mexico, and more and more destinations
in the eastern half of the United States. Via the video series, we see Alaska’s very metric-based
approach to quality control; how it is able to provide a 20-minute luggage guarantee; how it manages
and trains its workers to provide outstanding customer service; how it practices lean concepts and
continuous improvement throughout the company; and how it schedules its many planes, flights,
pilots, and flight crews.
Amway Center—A brand new 875,000 square foot sports and entertainment complex called the
Amway Center was recently built in Orlando, Florida. Via the videos, we gain insight into the
tremendous challenges faced in managing such a facility. We see forecasting for NBA basketball
games, dynamic pricing (revenue management) applied to different NBA games, scheduling to switch
over from a rock concert to a basketball game, the state-of-the-art environmental techniques applied
to this award-winning building, and the planning behind cooking dinner for 18,500 guests. And the
NBA highlights throughout the series help keep the sports fans entertained.
Arnold Palmer Hospital—The hospital for women and babies needed to expand, so a brand new
building was constructed across the street. Via the video set, we see various angles of that expansion,
Chapter
1
Chapter
2
Chapter
3
Chapter
4
Chapter
5
Supplement
S5
Chapter
6
Supplement
S6
Chapter
7
Supplement
S7
Chapter
8
Chapter
9
Chapter
10
Chapter
11
Supplement
S11
Chapter
12
Chapter
13
Chapter
14
Chapter
15
Chapter
16
Chapter
17
Module
B
Videos
Alaska Airlines
Amway Center
Arnold Palmer Hospital
Darden Restaurants
Frito-Lay
Hard Rock Café
Regal Marine
Ritz-Carlton Hotel Co.
Wheeled Coach Ambulance
Case Studies
Southwestern University

4. Introduction
Copyright ©2017 Pearson Education, Ltd.
4
including project management, capacity choices, process design, quality management, hospital layout
issues, supply chain management, and just-in-time delivery of operating room supplies.
Darden Restaurants—As the parent company of Red Lobster, Olive Garden, and others, Darden must
purchase a tremendous amount of fish, which it procures from overseas. Via the videos, we see how
quality is maintained in this process, as well the firm’s supply chain management and outsourcing
activities. The Chapter 8 video has a fascinating look at the high-tech methods used to select sites for
new restaurants.
Frito-Lay—This manufacturer dominates the snack market. Via the videos, we see how the firm
addresses all 10 of the major OM decisions described in the text, with specific videos covering
statistical process control, inventory management, and maintenance policies. The Chapter 7 video
addresses the remarkable steps that Frito-Lay is taking to move towards an environmentally friendly
manufacturing system.
Hard Rock Cafe—This unique restaurant chain has thrived where similar themed restaurants have
disappeared. Via the videos, we get introduced to the firm’s unique strategies in creating a full
customer “experience,” how managers use forecasting methods discussed in the book, how they
determine new restaurant locations around the world, how their human resource strategies lead to
such low turnover and great customer service, how they schedule, and how they use project
management to put on annual “Rockfest” concerts.
Regal Marine—This company manufactures high-end boats in a large assembly area. The Chapter 2
video describes this strategy, and we see some of the firm’s design considerations in Chapter 5. The
Chapter 11 video describes strategies for both ends of the supply chain, including the firm’s
involvement in a purchasing group.
Ritz-Carlton Hotel Co.—There is a reason why the Ritz is associated with high quality: pursuit of
high quality drives everything that the company does.
Wheeled Coach Ambulance—This company manufactures custom ambulances on an assembly line,
which is fed by work cells. An ambulance combines a vehicle with a health clinic into the same
product. Different aspects of the production process and the firm’s inventory management are
highlighted in these four videos.
Southwestern University (A through G)—This integrated case study examines the issues involved in
Southwestern University’s efforts to build a new football stadium. Some of the case studies appear at
the end of a chapter, while others are available in MyOMLab. Covered issues include construction
project management (Chapter 3), forecasting game attendance (Chapter 4), quality of facilities
(Chapter 6), break-even analysis for food services (Supplement 7 website), location of the new
stadium (Chapter 8 website), inventory planning of football programs (Chapter 12 website), and
scheduling of campus security officers/staff for game days (Chapter 13).