The Handbook of Behavioral Operations Management Social and Psychological Dynamics in Production and Service Settings 1st Edition by Elliot Bendoly, Wout van Wezel, Daniel Bachrach 9780199357215 0199357218

The Handbook of Behavioral Operations Management Social and Psychological Dynamics in Production and Service Settings 1st Edition by Elliot Bendoly, Wout van Wezel, Daniel Bachrach  – Ebook PDF Instant Download/Delivery: 9780199357215, 0199357218
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Product details:

ISBN 10: 0199357218
ISBN 13: 9780199357215 
Author: Elliot Bendoly, Wout van Wezel, Daniel G. Bachrach

The Handbook of Behavioral Operations Management provides easy-to-access insights into why associated behavioral phenomena exist in specific production and service settings, illustrated through ready-to-play games and activities that allow instructors to demonstrate the phenomena in class settings along with applicable prescriptions for practice. By design the text serves a dual role as a desk/training reference to those practitioners already in the field and presents a comprehensive framework for viewing behavioral operations from a systems perspective. As an interdisciplinary book relating the dynamics of human behavior to operations management, this handbook is an essential resource for practitioners seeking to develop greater system understanding among their workers, as well as for instructors interested in emphasizing the practical relevance of behavior in operational settings.

The Handbook of Behavioral Operations Management Social and Psychological Dynamics in Production and Service Settings 1st Table of contents:

Part One: Background and Theoretical Considerations
1. The Study of Behavioral Operations
The Reference Disciplines of BeOps
Cognitive Psychology
Social and Group Psychology
System Dynamics and Systems Thinking
Elemental Behavioral Concepts in BeOps
Motivation and Stress
Perception and Mental Models
Forms of Human Bias
Features of Human Heuristics
Composite (Macro) Phenomena Identified in BeOps
Common Threads
References

2. The Virtuous Cycles of Experimental Learning
Normative Modeling
Field Case Studies
System Simulations
Survey and Archival Methods
The Best Aspects of Learning Experiments
References

Part Two: Lessons in Production and Service Contexts
3. Synch and Swim
Overview
Theoretical Perspective
Case Example
Learning Activity
Thinking about the Initial Results
Modification 1: Incentive Effects
Demystifying through Simulation: Clarifying Dynamics and Sensitivity
Modification 2: Ownership Effects
Additional Behavioral Factors: Relative Workload, Arousal, and Stress
Questions
Discussion
References

4. Process and Perception
Overview
State of Management Practice
Theoretical Perspective
Traditional OM Theory
Limitations of the Traditional Approach
Psychological and Sociological Studies of Human Behavior in Systems
Limitations of These Psychological and Sociological Approaches
Case Example
Learning Activities
A Simulation to Set the Scene
Kristen’s Cookie Company and Behavioral Operations
Misconception 1: Confusing Cycle Time with Start-to-Finish Time
Misconception 2: Confusing Effective Capacity and Design Capacity
Misconception 3: Adding Capacity to a Nonbottleneck Operation
Misconception 4: Doubling Capacity at a Bottleneck
Concluding the Case Discussion
Discussion and Conclusion
References

5. Outflanking Undecided, Ever-Changing Puzzles
Overview
Case Example
Theoretical Perspective
Why Scheduling Problems Are Difficult
Behavioral Aspects of Planning and Scheduling
A Comprehensive Model of Scheduling
Individual Planning Task Performance
Performance Metrics of Planning and Scheduling
Organization of the Planning Tasks
The Organizational Interconnectivity of Planning and Scheduling
Computer Support for Planning and Scheduling
Behavioral Effects of Using Scheduling Algorithms
Design Methodology for Scheduling Support
Learning Activities
Game 1: Manufacturing Scheduling
Game 2: The Traveling Salesman
Discussion
References

6. Hitting the Target
Overview
Theoretical Perspectives
Learning Activity
How Teams Should Prepare for the Competition
How Teams Actually Prepare for the Competition
Discussion
Some “Quick and Dirty” Statistical Analysis
References

7. The Wait or Buy Game
Overview
Theoretical Perspective
Case Example
Learning Activity
Teaching Objectives
Variants of the Game
Instructions
Buyer’s Instructions
Seller’s Instructions
Game Interface
Game 1: Buyer’s Interface
Game 2: Seller’s Interface
Instructor’s Interface
Experiences Playing the Game
Experience 1
Experience 2
Discussion
References

8. Seeing the Forest (and Your Tree)
Overview
State of Management Practice
Theoretical Perspective
Traditional OM
Anchoring in OB
Case Example
Learning Activity
Discussion
References

9. Satisfaction Architect
Overview
Services in Manufacturing Environments
Success versus Failure: Some Examples
Theoretical Perspective
The “Service Quality” Model: Integrating the Two Aspects of Service Excellence, Design and Delivery
Traditional Service Design
State of Management Practice: The Six Elements of Service Design
Beyond the Limits of the Traditional: Five New Principles
Flow of the Service Experience
Flow of Time
Judging the Encounter Performance
Translating the Behavioral Factors into Five New Principles for Designing Service Experiences
Principle 1: Finish Strong
Principle 2: Get Bad Experiences out of the Way Early
Principle 3: Segment the Pleasure, Combine the Pain
Principle 4: Build Commitment through Choice
Principle 5: Give People Rituals and Stick to Them

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Elliot Bendoly,Wout van Wezel,Daniel Bachrach,Behavioral Operations