Ken Shaw - Böcker

The intent of this book is to help business practitioners and students expand their knowledge of how waiting line analysis can be used to address situations beyond the simple examples they were presented in basic operations courses. Throughout the book, practical examples are given and worked out to aid in understanding the material presented. The first chapters begin with a review of those simple examples and the terminology used for waiting line processes. Following chapters cover more complex concepts related to multiple server situations, less common arrival and service distributions, limited population applications commonly used for maintenance activities, cost trade-offs between adding service capacity versus process improvements, and manufacturing applications.

Many process management books focus on manufacturing applications. A few discuss services applications and occasionally some comment on the information processes outside of the normal information technology (IT) function.When a business seeks to improve the processes it uses in order to provide efficiency and cost savings to a product or service, that business needs to consider its manufacturing, service, and information handling processes together because they are not independent.

This book has two goals: First, to help business practitioners integrate their management of manufacturing or service processes with information processes; and second, to provide business schools with a textbook that can be used for a basic process management course to precede or accompany the typical operations management course because information handling approaches vary considerably with organizational size, both large and small business approaches are discussed. This discussion is focused on basic concepts rather than specific technical aspects like what type of information hardware to be used. One chapter will discuss the considerations necessary when adding information process management to enterprise resource planning (ERP), statistical process control (SPC), and supply chain logistics approaches from both large and small business perspectives.