Chapter Outline

Carefully crafted outlines follow the structure of each chapter, providing an essential reference and teaching tool.

See pages: 468-489.

Operations Profile: The Challenge of Demand Management for Popular Items—Fitness Trackers Demand Management

                        Factors That Affect Demand Management

                        Demand Planning

Consider This 12.1: Hurricane Harvey leads to Surge in Demand for Automobiles

                        Demand Forecasting

                        Proactively Managing Demand

            Global Demand Management

            Services Demand Management

            Customer Service and Demand Management

                        The Role of Customer Service in Supply Chains

Consider This 12.2: Transforming Customer Service Management

                        Customer Service Management

Operations Management: Lessons Learned: Trapped on an Airplane

            Ethical and Sustainability Issues

                        Chapter Summary

                        Key Terms

                        Discussion and Review Questions


                        Case Study 12.1: McDonald’s Reinvents Itself, Again

                        Case Study 12.2: Predicting the Future Demand for Rural Health Care

                        Video Case

                        Critical Thinking Exercises