Managing Operations

Index

ABC analysis, 74–5

Added value, xiii–xiv, 2

Administration staff, performance standards, 143

Agency staff, 57–8

Annualized hours, 56

Argos Premier Points, 50

Authority-holders, 190–1, 201–2

Automated teller machines (ATMs), 55

Batch operations, 13–14

Benchmarking, 95

Bhs, 103

Boss, management of, see People management Bottom-up planning, 32

BP petrol stations, 50

British Leyland, 198–9, 200

BSE crisis, 201

Burger King, 49

Caius Petronius, 168, 173

Capacity management, 42–60

adjusting capacity, 54–60

automation, 55–6

flexible staffing, 56–8

maintaining excess capacity, 54–5

multiskilling, 58–9

revising maintenance patterns, 59

subcontracting, 59–60

capacity levels, 42–3

smoothing demand, 43–54

customer queuing, 48–50

differential pricing, ...