Tabla de Contenidos: “…Cover -- Title Page -- Copyright Page -- Dedication -- About the Authors -- Brief Contents -- Contents -- Preface -- 1 USING OPERATIONS TO CREATE VALUE -- Disney -- Role of Operations in an Organization -- Historical Evolution and Perspectives -- A Process View -- How Processes Work -- Nested Processes -- Service and Manufacturing Processes -- A Supply Chain View -- Core Processes -- Support Processes -- Supply Chain Processes -- Operations Strategy -- Corporate Strategy -- Market Analysis -- Competitive Priorities and Capabilities -- Managerial Practice 1.1 Zara -- Order Winners and Qualifiers -- Using Competitive Priorities: An Airline Example -- Identifying Gaps Between Competitive Priorities and Capabilities -- Addressing the Trends and Challenges in Operations Management -- Productivity Improvement -- Global Competition -- Ethical, Workforce Diversity, and Environmental Issues -- The Internet of Things -- Developing Skills for Your Career -- Adding Value with Process Innovation -- Learning Goals in Review -- MyLab Operations Management Resources -- Key Equations -- Key Terms -- Solved Problems -- Discussion Questions -- Problems -- Active Model Exercise -- Video Case Using Operations to Create Value at Crayola -- Case Theorganicgrocer.com -- SUPPLEMENT A Decision Making -- Break‐Even Analysis -- Evaluating Services or Products -- Evaluating Processes -- Preference Matrix -- Decision Theory -- Decision Making under Certainty -- Decision Making under Uncertainty -- Decision Making under Risk -- Decision Trees -- Learning Goals in Review -- MyLab Operations Management Resources -- Key Equations -- Key Terms -- Solved Problems -- Problems -- PART 1 Managing Processes -- 2 PROCESS STRATEGY AND ANALYSIS -- CVS Pharmacy -- Process Structure in Services -- Customer‐Contact Matrix -- Service Process Structuring -- Process Structure in Manufacturing…”