Key changes to the 9th edition include: Extended and refreshed set of Problems and applications questions with new model answers to selected questions on the student companion website. Answers to all questions are available to lecturers. Re-design of chapter on process technology to reflect the rapid development of new technologies. Brand new case study on Ikea, examining innovative changes to their operating practices Over 40 new Operations in practice boxes, with a focus on the application of new technologies in most chapters. Extensive new material including: surge pricing, digital twins, servitisation, B2B and B2C relationship, line of sight in internal process networks, Net Promoter Scores, process mining, Gartner hype cycle, work-life balance, use of blockchain in supply chains, knowledge management, circular economy, quality of experience, cyber security and service guarantees. @pearson 2019
