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Cases in Operations Management: Building Customer Value Through World-Class Operations is unique in its strong grounding in real-world decisions. The cases are structured into six chapters, each of which offers an overview of key concepts. Given that most managers will need to function effectively in an international context, the cases draw from challenges faced by experienced managers in such varied settings as China, France, India, Italy, Japan, the Netherlands, Trinidad, Vietnam, and others, in addition to the United States and Canada. These cases continue to illustrate basic concepts while expanding students' understanding of economic, political, and cultural concerns that must be interwoven into such key areas as process design, quality, and supply chain management.
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Robert Klassen is an Associate Professor of Operations Management at Ivey. Prior to joining the Ivey Business School in 1995, he completed his Ph.D. at the University of North Carolina - Chapel Hill. His work experience includes a variety of managerial and technical positions in the steel, consumer products and petroleum sectors. Professor Klassen's research interests focus on exploring the linkages between operations and the natural environment, including international challenges. This research has emphasized, first, characterizing the pattern of investment in environmental technologies, and second, understanding both the antecedents and performance outcomes of these investments. His research has been published in Management Science, Journal of Operations Management, Academy of Management Journal, and Decision Sciences, among others. He is currently serving as an Associate Editor for the Journal of Operations Management. Professor Klassen also has served as the Chair of the Operations Management division of the Academy of Management. Professor Klassen wrote the Canadian adaptation of the bestselling Operations Management text, Foundations of Operations Management, by Lee J. Krajewski and Larry P. Ritzman.
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