1 Introduction 2 2 Competitiveness and Operations Strategy 20 3 Processes in Manufacturing and Services 42 4 Process Measurement and Analysis 104 5 Quality Management 132 6 Forecasting 196 7 Facility location, Capacity, and Layout 236 8 Waiting Line Management 276 9 Human Resources Issues in Operations Management 306 10 Project Management 348 11 Supply Chain Ma…