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OPERATIONS
MANAGEMENT
Fifth

Edition

Jay Heizer
Jesse H. Jones Professor of Business Administration
Texas Lutheran University

Barry Render
Charles Harwood Professor of Operations Management
Crummer Graduate School of Business
Rollins College

I Prentice Hall
i

I Upper Saddle River, New Jersey 07458

A OUT THE AUTHORS vi

FOREWORD BY PHILIP E. CROSBY ix
PREFACE xxi

1. Operations and Productivity 1

Global Company Profile: Whirlpool 2
What Is Operations Management? 4
The Heritage of Operations Management 4
Why Study OM? 6
What Operations Managers Do 7
How This Book Is Organized 8
Organizing to Produce Goods
and Services 8
Where Are the OM Jobs? 10
Exciting New Trends
in Operations Management 11
Operations in the Service Sector 12
Differences between Goods
and Services 12
Growth of Services 14
Service Pay 16
The Productivity Challenge 16
Productivity Measurement 17
Productivity Variables 19
Productivity and the Service Sector 22
The Challenge of Social Responsibility 23
Summary 24 Key Terms 24 Solved
Problems 24 Discussion Questions 25
Critical Thinking Exercise 26 Problems 26
Case Study: National Air Express 28
Bibliography 29 Internet Resources 29

2. Operations Strategy for Competitive

Advantage 31
Global Company Profile: Komatsu 32
Identifying Missions and Strategies 34
Mission 34
Strategy 36
Achieving Competitive Advantage
Through Operations 36
Competing on Differentiation 36
Competing on Cost 37
Competing on Response 37
Ten Decisions of OM 39
Issues in Operations Strategy 42
Research 42
Preconditions 43
Dynamics 43
Strategy Development
and Implementation 44
Identify Critical Success Factors 45
Build and Staffthe Organization 47
Summary 47 Key Terms 47 Solved
Problem 48 Discussion Questions 48
Critical Thinking Exercise 48 Problems 49
Case Study: Minit-Lube, Inc. 49 Case Study:
Global Strategy at Motorola 50 Video Case
1: Strategy at Regal Marine 51 Internet
Case Study 51 Bibliography 51 Internet
Resources 52

3. Operations in a Global
Environment 53
Global Company Profile: Boeing 54
Defining Global Operations 57
Globalization ofProduction 59
Why Global Operations Are Important 59

xii

CONTENTS

Achieving Global Operations 62

Global Product Design 62
Global Process Design and Technology 63
Global Facility Location Analysis 63
Impact ofCulture and Ethics 66
Global Issues in Service Operations 67
Managing Global Service Operations 68
Summary 68 Key Terms 69 * Using POMfor
Windows for Location Analysis 69 Using
Excel OM to Solve Location Problems 69
Discussion Questions 70 Critical Thinking
Exercise 71 Problems 71 Case Study: Ford
and Mazda Share the Driver's Seat 73
Bibliography 74 Internet Resources 74

PART T W O
DESIGNING

OPERATIONS

4. Managing Quality 75
Global Company Profile: Motorola 76
Quality and Strategy 78
Defining Quality 79
Other Implications of Quality 80
International Quality Standards 80
Japan's Industrial Standard 80
Europe'slSO 9000 Standard 81
Environmental Management Standard 82
U.S. Standards 82
Total Quality Management 82
Continuous Improvement 83
Employee Empowerment 83
Benchmarking 84
Just-in-Time (JIT) 85
Knowledge ofTQM Tools 86
Tools ofTQM 86
Quality Function Deployment (QFD) 86
Taguchi Technique 89
Pareto Charts 90
Process Charts 91
Cause-and-Effect Diagram 92
Statistical Process Control (SPC) 92
The Role of Inspection 93
When and Where to Inspect 95

Source Inspection 96
Service Industry Inspection 96
Inspection of Attributes vs. Variables 96
Total Quality Management in Services 97
Summary 99 Key Terms 99 Discussion
Questions 100 Critical Thinking Exercise
100 Problems 100 Case Study: Westover
Electrical, Inc. 102 Case Study: Quality
Cleaners 104 Video Case 2: Quality at the
Ritz-Carlton Hotel Company 105 * Internet
Case Study 106 Bibliography 106 Internet
Resources 106

Supplement 4: Statistical Process

Control 107
Statistical Process Control (SPC) 108
Control Charts for Variables 110
The Central Limit Theorem 111
Setting Mean Chart Limits (x-Charts) 113
Setting Range Chart Limits (R-Charts) 115
Using Mean and Range Charts 115
Control Charts for Attributes 117
Process Capability 121
Acceptance Sampling 123
Operating Characteristic Curve 123
Average Outgoing Quality 125
Summary 126 Key Terms 126 Using POM
for Windows 126 Using Excel OM for SPC
127 Solved Problems 128 * Discussion
Questions 130 Problems 130 Data Base
Application 133 Case Study: Bayfield Mud
Company 135 Case Study: SPC at the
Gazette 136 Internet Case Study 137
Bibliography 137 Internet Resources 138

5. Forecasting 139
Global Company Profile: Tupperware
Corporation 140
What Is Forecasting? 142
Forecasting Time Horizons 142
The Influence of Product Life Cycle 143
Types of Forecasts 143
The Strategie Importance of Forecasting 143
Human Resources 144
Capacity 144
Supply-Chain Management 144

CONTENTS

Seven Steps in the Forecasting System 144

Forecasting Approaches 145
Overview of Qualitative Methods 145
Overview of Quantitative Methods 146
Time-Series Forecasting 147
Decomposition of a Time Series 147
Naive Approach 148
Moving Averages 148
Exponential Smoothing 151
Exponential Smoothing with Trend
Adjustment 155
Trend Projections 158
Seasonal Variations in Data 161
Causal Forecasting Methods: Regression
and Correlation Analysis 163
Using Regression Analysis to Forecast 163
Standard Error ofthe Estimate 165
Correlation Coefficients
for Regression Lines 167
Multiple-Regression Analysis 168
Monitoring and Controlling Forecasts 170
Adaptive Smoothing 172
Focus Forecasting 172
The Computer' s Role in Forecasting 172
Forecasting in the Service Sector 172
Summary 173 Key Terms 174 Using POM
for Windows in Forecasting 174 Using Excel
Spreadsheets in Forecasting 174 Solved
Problems 177 - Discussion Questions 179
Critical Thinking Exercise 179 Problems 179
Data Base Application 187 Case Study:
North-South Airline 188 Case Study: Akron
Zoological Park 189 * Internet Case Study 189
Bibliography 190 Internet Resources 190

6. Design of Goods and Services 191

Global Company Profile: Regal Marine 192
Goods and Services Selection 194
Product Strtegy Options 194
Generation ofNew Product Opportunities 195
Product Life Cycles 196
Life Cycle and Strafe gy 198
Environmental^ Friendly Products 199
Product Development 200
Product Development System 200

Xlll

Organizing for Product Development 201

Manufacturability and Value Engineering 202
Issues for Product Development 203
Robust Design 204
Time-Based Competition 204
Modular Design 204
Computer-Aided Design (CAD) 205
Value Analysis 206
Product-by-Value Analysis 206
Defining the Product 207
Make-or-Buy Decisions 209
Group Technology 209
Documents for Production 210
Service Design 211
Documents for Services 213
Application of Decision Trees
to Product Design 215
Transition to Production 217
Summary 217 Key Terms 217 Solved
Problems 218 Discussion Questions 218
Critical Thinking Exercise 218 Problems
218 Case Study: De Mar's Product Strategy
221 Case Study: GE's Rotary Compressor
222 Video Case 3: Product Design at Regal
Marine 223 Bibliography 224 Internet
Resources 224

7. Process Strategy and Capacity

Planning 225
Global Company Profile: Nucor 226
Three Process Strategies 228
Process Focus 229
Repetitive Focus 230
Product Focus 232
Comparison of Process Choices 233
Process Analysis and Design 235
Flow Diagrams 236
Process Charts 236
Time-Function Mapping 237
Work-Flow Analysis 237
Process Reengineering 239
Moving toward Lean Production 239
Service Process Strategy 241
Service-Sector Considerations 241
Customer Interaction and Process Strategy 242

xiv

CONTENTS

More Opportunities to Improve Service

Processes 243
Selection of Equipment and Technology 244
Environmental Issues 245
Capacity 246
Defining Capacity 246
Forecasting Capacity Requirements 247
Applying Decision Trees
to Capacity Decisions 249
Managing Demand 250
Break-Even Analysis 251
Single-Product Case 254
Multiproduct Case 255
Strategy-Driven Investments 257
Investment, Variable Cost, and Cash Flow 257
Net Present Value 258
Summary 261 Key Terms 261 Using Excel
OMfor Break-Even Analysis 262 Solved
Problems 263 Discussion Questions 263
Critical Thinking Exercise 264 Problems
264 Case Study: Matthew Yachts, Inc. 268
Video Case 4: Process Strtegy at Wheeled
Coach 269 Bibliography 270 Internet
Resources 270

Supplement 7: State-of-the-Art
Technology in Operations 271
Design Technology 272
Computer-Aided Design (CAD) 273
Standard for the Exchange ofProduct Data
(STEP) 273
Computer-Aided Manufacturing (CAM) 274
Virtual Reality Technology 274
Production Technology 275
Numerical Control 275
Process Control 275
Vision Systems 276
Robots 276
Automated Storage and Retrieval System
(ASRS) 277
Automated Guided Vehicle (AGV) 278
Flexible Manufacturing System (FMS) 278
Computer-Integrated Manufacturing (CIM) 279
Technology in Services 280
Information Sciences in Operations 281

Transaction Processing 281

Management Information System (MIS) 282
The Internet 282
Artificial Intelligence 283
Managing Technology
in a Global Environment 284
Summary 286 Key Terms 286 Discussion
Questions 286 Problems 287 Case Study:
Rochester Manufacturing Corporation 287
Bibliography 288 Internet Resources 288

8. Location Strategies 289

Global Company Profile: Federal Express 290
The Strategie Importance of Location 292
Factors That Affect Location Decisions 293
Labor Productivity 294
Exchange Rates 296
Costs 296
Attitudes 296
Proximity to Markets 297
Proximity to Suppliers 297
Methods of Evaluating Location
Alternatives 298
The Factor-Rating Method 298
Locational Break-Even Analysis 300
Center-of-Gravity Method 301
Transportation Model 303
Service Location Strategy 304
How Hotel Chains Select Sites 305
The Telemarketing and Internet Industries 306
Geographie Information Systems 306
Summary 307 Key Terms 308 Using POM
for Windows 308 Using Excel OM to Solve
Location Problems 308 Solved Problems
309 Discussion Questions 311 Critical
Thinking Exercise 311 Problems 312 Data
Base Application 315 Case Study: Southern
Recreational Vehicle Company 317 Internet
Case Study 318 Bibliography 318 Internet
Resources 318

9. Layout Strategy 319

Global Company Profile:
Pittsburgh International Airport 320
The Strategie Importance
of Layout Decisions 322

CONTENTS

Types of Layout 322

Fixed-Position Layout 323
Process-Oriented Layout 325
Expert Systems in Layout 331
Work Cells 331
The Focused Work Center
and the Focused Factory 333
Office Layout 334
Retail Layout 336
Warehousing and Storage Layouts 337
Cross-Docking 338
Random Stocking 338
Customizing 339
Repetitive and Product-Oriented Layout 339
Assembly-Line Balancing 341
Summary 345 Key Terms 345 Using POM
for Windows for Layout Design 346 Solved
Problems 348 Discussion Questions 351
Critical Thinking Exercise 352 Problems
352 Data Base Application 358 Case
Study: Des Moines National Bank 358
Case Study: State Automobile License
Renewals 360 Video Case 5: Facility
Layout at Wheeled Coach 361 Internet
Case Studies 362 Bibliography 362
Internet Resources 362

10. Human Resources and Job Design 363

Global Company Profile:
Lucent Technologies 364
Human Resource Strategy
for Competitive Advantage 366
Constraints on Human Resource Strategy 366
Labor Planning 367
Employment-Stability Policies 367
Work Schedules 368
Job Classification and Work Rules 369
Job Design 369
Labor Specialization 369
Job Expansion 370
Psychological Components
of Job Design 371
Self-Directed Teams 372
Motivation and Incentive Systems 374
Ergonomics and Work Methods 375
The Visual Workplace 381

XV

Labor Standards 383

Summary 383 Key Terms 383 Solved
Problems 384 Discussion Questions 386
Critical Thinking Exercise 386 Problems
386 Case Study: The Fleet That Wanders
387 Case Study: Lincoln Electric's Incentive
Pay System 388 Bibliography 389 Internet
Resources 389

Supplement 10: Work

Measurement 391
Labor Standards and Work Measurement 392
Historical Experience 393
Time Studies 393
Predetermined Time Standards 398
Work Sampling 400
Summary 403 Key Terms 403 Solved
Problems 403 Discussion Questions 406 *
Problems 406 Case Study: Telephone
Operator Standards at AT&T 411
Bibliography 412 Internet Resources 412

PART THREE
M A N A G I N G OPERATIONS
11. Supply-Chain Management 413
Global Company Profile: Volkswagen 414
The Strategie Importance
of the Supply Chain 416
Global Supply-Chain Issues 417
Purchasing 418
Manufacturing Environments 419
Service Environments 419
Make-or-Buy Decisions 419
Supply-Chain Strategies 420
Many Suppliers 420
Few Suppliers 421
Vertical Integration 422
Keiretsu Networks 423
Virtual Companies 423
Vendor Selection 425
Vendor Evaluation 425
Vendor Development 426
Negotiations 426

xvi

CONTENTS

Managing the Supply Chain 427

Materials Management 429
Distribution Systems 430
Benchmarking Supply-Chain Management 431
Summary 431 Key Terms 432 Discussion
Questions 432 Critical Thinking Exercise
432 Problems 432 Case Study: Factory
Enterprises, Inc. 433 Case Study: Thomas
Manufacturing Company 434 * Video Case 6:
Supply Chain Management at Regal Marine
435 Internet Case Studies 436
Bibliography 436 Internet Resources 436

12. Inventory Management 437

Global Company Profile: Harley-Davidson 438
Functions of Inventory 440
Types of Inventory 440
Inventory Management 441
ABC Analysis 441
Record Accuracy 443
Cycle Counting 444
Control of Service Inventories 444
Inventory Models 446
Independent versus Dependent Demand 446
Holding, Ordering, and Setup Costs 446
Inventory Models
for Independent Demand 447
The Basic Economic Order Quantity (EOQ)
Model 447
Minimizing Costs 447
Reorder Points 453
Production Order Quantity Model 454
Quantity Discount Models 457
Probabilistic Models with Constant Lead
Time 460
Fixed-Period Systems 464
Summary 465 Key Terms 466 Using POM
for Windows to Solve Inventory Problems 466
Using Excel OMfor Inventory 466 Solved
Problems 469 * Discussion Questions 471
Critical Thinking Exercise 471 Problems
471 Case Study: Sturdivant Sound Systems
476 Case Study: LaPlace Power and Light
476 Video Case 7: Inventory Control at
Wheeled Coach 477 Internet Case Studies
477 ' Bibliography 478 Internet Resources
478

Supplement 12: Just-in-Time

Systems 479
Just-in-Time Philosophy 480
Suppliers481
Goals ofJIT Partnerships 483
Concerns of Suppliers 484
JIT Layout 485
Distance Reduction 485
Increased Flexibility 486
Impact on Employees 486
Reduced Space and Inventory 486
Inventory 486
Reduce Variability 487
Reduce Inventory 487
Reduce Lot Sizes 488
Reduce Setup Costs 489
Scheduling 490
Level Material-Use Schedules 490
Kanban 490
Quality 493
Employee Empowerment 493
JIT in Services 494
Summary 495 Key Terms 495 Solved
Problems 495 Discussion Questions 496
Problems 496 Case Study: Electronic
Systems, Inc. 498 Bibliography 499
Internet Resources 499

13. Aggregate Scheduling 501

Global Company Profile: Anheuser-Busch 502
The Planning Process 504
The Nature of Aggregate Scheduling 505
Aggregate Planning Strategies 507
Capacity Options 508
Demand Options 509
Mixing Options to Develop a Plan 510
Methods for Aggregate Scheduling 511
Graphical and Charting Methods 511
Mathematical Approaches to Planning 516
Comparison of Aggregate
Planning Methods 518
Aggregate Scheduling in Services 518
Restaurants 519
Miscellaneous Services 520

CONTENTS

National Chains ofSmall Service Firms 520

Airline Industry 520
Hospitals 521
Summary 522 Key Terms 522 Using POM
for Windows for Aggregate Planning 522
Using Excel OM for Aggregate Planning 523
Solved Problems 525 Discussion Questions
527 Critical Thinking Exercise 527
Problems 527 Data Base Application 532
Case Study: Southwestern State College 532
Internet Case Study 533 Bibliography 534
Internet Resources 534

14. Material Requirements Planning

(MRP) 535
Global Company Profile: Collins Industries 536
Dependent Inventory Model Requirements 538
Master Production Schedule 539
Bills of Material 541
Accurate Inventory Records 544
Purchase Orders Outstanding 545
Lead Times for Each Component 545
MRP Structure 545
MRP Management 550
MRP Dynamics 550
MRP and JIT 550
Lot-Sizing Techniques 551
Extensions of MRP 555
Closed-Loop MRP 555
Capacity Planning 556
Material Requirements Planning II
(MRP II) 557
Enterprise Resource Planning (ERP) 558
MRP in Services 560
Distribution Resource Planning (DRP) 561
DRP Structure 562
Allocation 562
Summary 562 Key Terms 563 Using POM
for Windows to Solve MRP Problems 563
Solved Problems 565 Discussion Questions
568 ' Critical Thinking Exercise 568
Problems 568 Data Base Application 573
Case Study: Service, Inc. 574 Case Study:
Ruch Manufacturing 574 Video Case 8:
MRP at Wheeled Coach 575 Bibliography
576 Internet Resources 576

XVII

15. Short-Term Scheduling 577

Global Company Profile: Delta Airlines 578
The Strategie Importance
of Short Term Scheduling 580
Scheduling Issues 580
Forward and Backward Scheduling 582
Scheduling Criteria 582
Scheduling Process-Focused Work Centers 583
Loading Jobs in Work Centers 584
Input-Output Control 584
Gantt Charts 585
Assignment Method 587
Sequencing Jobs in Work Centers 590
Priority Rulesfor Dispatching Jobs 590
Critical Ratio 594
Sequencing N Jobs on Two Machines:
Johnson s Rule 594
Limitations of Rule-Based Dispatching
Systems 596
Finite Scheduling 596
Theory of Constraints 597
Bottleneck Work Centers 598
Repetitive Manufacturing 599
Scheduling for Services 601
Scheduling Nurses
with Cyclical Scheduling 602
Summary 603 Key Terms 604 Using POM
for Windows to Solve Scheduling Problems
604 Using Excel OM for Short-Term
Scheduling 605 Solved Problems 607
Discussion Questions 611 Critical Thinking
Exercise 611 Problems 611 Data Base
Application 616 Case Study: Old Oregon
Wood Store 617 Bibliography 619 Internet
Resources 619

16. Project Management 621

Global Company Profile: Bechtel 622
The Strategie Importance
of Project Management 624
Project Planning 625
The Project Manager 625
Work Breakdown Structure 626
Project Scheduling 627
Project Controlling 629

xviii

CONTENTS

Project Management Techniques: PERT and

CPM 629
The Framework ofPERT and CPM 629
Activities, Events, and Networks 630
Dummy Activities and Events 632
PERT and Activity Time Estimates 633
Critical Path Analysis 634
The Probability of Project Completion 638
Case Study ofPERT: Schwre Foundry 639
Cost-Time Trade-Offs
and Project Crashing 643
Applying Project Scheduling
to Service Firnis 645
A Critique of PERT and CPM 646
Summary 647 Key Terms 648 Using
POMfor Windows for Project Scheduling
648 ' Solved Problems 648 Discussion
Questions 652 Critical Thinking Exercise
653 Problems 653 Data Base
Application 659 Case Study: Shale Oil
Company 660 Internet Case Studies
661 Bibliography 661 Internet
Resources 662

PART FOUR
QUANTITATIVE

MODULES

A. Decision-Making Tools 683

The Decision Process in Operations 684
Fundamentals of Decision Making 685
Decision Tables 686
Decision Making under Risk 686
Expected Value ofPerfect
Information (EVPI) 688
Decision Trees 689
A More Complex Decision Tree 690
Summary 692 Key Terms 693 Using POM
for Windows to Solve Decision Table and
Tree Problems 693 Using Excel OM for
Decision Models 694 Solved Problems 695
Discussion Questions 696 Problems 696
Case Study: Nigel Smythe's Heart Bypass
Operation 700 Internet Case Studies 701
Bibliography 701

B. Linear Programming 703

17. Maintenance and Reliability 663
Global Company Profile: NASA 664
The Strategie Importance of Maintenance
and Reliability 666
Reliability 667
Improving Individual Components 667
Providing Redundancy 670
Maintenance 671
Implementing Preventive Maintenance 671
Increasing Repair Capabilities 675
Total Productive Maintenance 675
Techniques for Establishing
Maintenance Policies 676
Summary 676 Key Terms 677 Using
POMfor Windows to Solve Reliability
Problems 677 Solved Problems 677
Discussion Questions 678 Critical
Thinking Exercise 678 Problems 679
Case Study: Worldwide Chemical
Company 681 Internet Case Studies 682
Bibliography 682 Internet Resources
682

Requirements of a Linear
Programming Problem 705
Formulating Linear
Programming Problems 706
Shader Electronics Example 706
Graphical Solution to a Linear
Programming Problem 707
Graphical Representation of Constraints 707
Iso-Profit Eine Solution Method 708
Corner-Point Solution Method 711
Sensitivity Analysis 713
Solving Minimization Problems 714
Linear Programming Applications 716
Production-Mix Example 717
Diet Problem Example 718
Production Scheduling Example 718
Labor Scheduling Example 720
The Simplex Method of LP 722
Summary 722 Key Terms 723 Using POM
for Windows to Solve LP Problems 723
Using Excel Spreadsheets to Solve LP

CONTENTS

Problems 724 Solved Problems 725

Discussion Questions 728 Problems 729
Data Base Application 735 Case Study:
Golding Landscaping and Plauts, Inc. 736
Internet Case Studies 737 Bibliography 737

C. Transportation Models 739

Transportation Modeling 740
Developing an Initial Solution:
The Northwest-Corner Rule 742
The Stepping-Stone Method 743
Special Issues in Modeling 748
Demand Not Equal to Supply 748
Degeneracy 748
Summary 750 Key Terms 750 Using POM
for Windows to Solve Transportation
Problems 750 Using Excel OM to Solve
Transportation Problems 751 Solved
Problems 752 Discussion Questions 755
Problems 755 Data Base Application 760
Case Study: Andrew-Carter, Inc. 761
Internet Case Studies 762 Bibliography 762

D. Waiting-Line Models 763

Queuing Costs 765
Characteristics of a Waiting-Line System 765
Arrival Characteristics 766
Waiting-Line Characteristics 767
Service Facility Characteristics 767
Measuring the Queue''s Performance 770
The Variety of Queuing Models 770
Model A: Single-Channel Queuing Model
with Poisson Arrivals and Exponential
Service Times 771
Model B: Multiple-Channel
Queuing Model 774
Model C: Constant Service Time Model 776
Model D: Limited Population Model 777
Other Queuing Approaches 780
Summary 781 Key Terms 781 Using POM
for Windows for Queuing 782 Using Excel
OMfor Queuing 782 Solved Problems 783
Discussion Questions 786 Problems 786
Case Study: New England Castings 790
Case Study: The Winter Park Hotel 792
Internet Case Study 793 Bibliography 793

XIX

E. Learning Curves 795

Learning Curves in Services
and Manufacturing 797
Applying the Learning Curve 798
Arithmetic Approach 799
Logarithmic Approach 799
Learning-Curve Coefficient Approach 800
Strategie Implications of Learning Curves 802
Summary 803 Key Term 803 Using POM
for Windows for Learning Curves 803 Using
Excel OMfor Learning Curves 804 Solved
Problems 805 Discussion Questions 806
Problems 806 Case Study: SMT's
Negotiation with IBM 809 Bibliography 810

F. Simulation 811
Whatls Simulation? 813
Advantages and Disadvantages of Simulation 813
Monte Carlo Simulation 815
Simulation of a Queuing Problem 818
Simulation and Inventory Analysis 820
The Role of Computers in Simulation 823
Summary 824 Key Terms 824 Using POM
for Windows for Simulation 825 Simulation
with Excel Spreadsheets 825 Solved
Problems 827 Discussion Questions 828
Problems 829 Case Study: Alabama Airlines
836 Internet Case Studies 837
Bibliography 837

I Normal Curve Areas and

How to Use the Normal Distribution A2
APPENDIX II Poisson Distribution
Values A5
x
APPENDIX III Values of e~ for Use in
the Poisson Distribution A7
APPENDIX IV Table of Random
Numbers A8
APPENDIX V Using POM for Windows
and Excel OM A9
APPENDIX VI Solutions to EvenNumbered Problems A10
APPENDIX

Name Index II
General Index 17