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 play a major role in achieving quality and customer satisfaction. This revision features a new, integrated subtheme of competitive excellence and has been updated on such current issues as TQM, continuous improvement, JIT, service industries, international operations, and changing technologies. In addition, the problem of material (manual and computer-assisted) has been extensively revised and many new real-world applications have been added both as boxed features and as in-text examples. This edition features a bold, new full colour design with an all new photo essay programme throughout the text.