This leading text for P/OM,the successor to both Productions and Operations Management,5/e (1993) and Operations Management,1/e (1992),shows students how managers design,plan,and control operations to achieve optimum productivity,top quality,and customer satisfaction. The first text to stress management of on-going systems on both manufacturing and service industries,it covers both descriptive and quantitative methods throughout. The book is firmly rooted in the premise that operations plays a major role in achieving quality and customer satisfaction. This revision features a new,integrated subtheme of competitive excellence and is updated on such current issues as TQM,continuous improvement,IIT,service industries,international operations,and changing technologies. In addition,the problem material (manual and computer-assisted) is extensively revised and many new real-world applications are added both as boxed features and as in-text examples,this edition features a bold,new full color design with an all new photo essay program throughout the text. (text from the publisher)