chapter  1
35 Pages

Operations management: content, history and current issues

INTRODUCTION Who comes to mind when you think of successful organizations? Perhaps Amazon.com for their level of customer service, Nokia or Sony for their innovative electronics, Toyota for their reliable automobiles, Dell for their ability to customize PCs to individual requirements, Andersen Consulting for their brand image, Sky TV for the variety of television programmes available, or McDonald’s for sheer ubiquity, come to mind. These companies – or others you may have thought of – have come to dominate their market segments through offering the best goods or services, or have provided you with product or service that you think is excellent.