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Operations Management: Processes and Supply Chains, 12th Edition by Larry P. Ritzman, Manoj K. Malhotra, Lee J. Krajewski

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Video Case Sales and Operations Planning at Starwood

Business travel often means staying overnight in a hotel. Upon arrival, you may be greeted by a doorman or valet to assist you with your luggage. Front desk staff awaits your check-in. Behind the scenes, housekeeping, maintenance, and culinary staff prepare for your stay. Making a reservation gives the hotel notice of your plan to stay, but even before your trip is ever conceived, the hotel is staffed and ready. How? Through a process called sales and operations planning.

Sales and operations planning is a process every organization performs to some degree. Called a staffing plan (or service resource plan if more detailed) in service organizations, the plan must strike the right level of customer ...

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