Introduction Section 1: Introduction 1. Organisations as Systems Gerard Cole 2. Effective Operations Management Nigel Slack, Stuart Chambers, Christine Harland, Alan Harrison and Robert Johnston Section 2: Introduction 3. Adding Value John Kay 4. Competing on Capabilities George Stalk, Philip Evans and Lawrence Shulman 5. The Value Chain and Competitive Advantage Michael Porter Section 3: Introduction 6. Marketing in a Changing World Philip Kotler, Gary Armstrong, John Saunders and Veronica Wong 7. A Framework for Developing a Quality Strategy in a Customer Processing Operation Robert Johnston 8. Relationship Marketing Francis Buttle Section 4: Introduction 9. Purchasing Peter Baily 10. Concept of a Manufacturing System John Parnaby 11. Logistics and Competitive Strategy Martin Christopher 12. Reverse Logistics Richard A. Lancioni Section 5: Introduction 13. The Triumph of Process Michael Porter 14. Staple Yourself to an Order Benson P. Shapiro, V. Kasturi Rangan and John J. Sviokla 15. Frameworks for Understanding Business Process Re-engineering Steve Childe, Roger Marshall and Jan Bennett 16. Business Process Re-engineering - Contrasting What it is with What it is Not Clive Holtham
