Contents -- Preface -- 1 The Value of Operations -- I Operations Strategy -- 2 From Customer Value to Operations Strategy -- 3 Matching Products, Markets, and Strategies -- 4 Procurement and Supply Contracts as Competitive Weapons -- 5 Risk Mitigation Strategies -- 6 Rethinking the Role of Information Technology -- II Flexibility -- 7 System Flexibility -- 8 Process Flexibility -- 9 Product Design Flexibility -- III Emerging Trends -- 10 The Effects of Oil Price Volatility -- 11 Doing Well by Doing Good -- 12 Barriers to Success -- Appendix A -- Appendix B -- Index.