Key Terms
operations management (OM) 3
role of operations management 3
value added 5
efficiency 5
manufacturing organizations 5
service organizations 5
strategic decisions 9
tactical decisions 9
Industrial Revolution 12
scientific management 13
Hawthorne studies 14
human relations movement 14
management science 14
just-in-time (JIT) 15
total quality management (TQM) 15
reengineering 16
flexibility 16
mass customization 16
time-based competition 16
supply chain management (SCM) 16
global marketplace 18
sustainability 18
business-to-business (B2B) 19
business-to-customers (B2C) 19
customer-to-customer (C2C) 19
lean systems 20
enterprise resource planning (ERP) 20
customer relationship management (CRM) 20
cross-functional decision making 20
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