Operations and Supply Chain
Management
3rd Edition
by David A. Collier
Complete Chapter Solutions Manual
are included (Ch 1 to 20)
** Immediate Download
** Swift Response
** All Chapters included
** Case Solutions included
** Exercises and Problems
, Solution and Answer Guide: Collier/Evans, Operations and Supply Chain Management 2024, 9780357901649;
Chapter 1: Operations Management and Value Chains
Solution and Answer Guide
COLLIER/EVANS, OPERATIONS AND SUPPLY CHAIN MANAGEMENT 2024, 9780357901649;
CHAPTER 1: OPERATIONS MANAGEMENT AND VALUE CHAINS
TABLE OF CONTENTS
Review Questions .................................................................................................................. 1
Discussion Questions and Experiental Activities .............................................................. 8
Cases ................................................................................................................................... 20
Teaching Note: Walker Digital Music Services .................................................................... 20
Teaching Note: Mickey Mouse: To Talk or Not? ................................................................. 24
Teaching Note: Zappos, A Subsidiary of Amazon .............................................................. 26
Teaching Note: Diamond Global Supply Chain—Hudson Jewelers .................................31
REVIEW QUESTIONS
1. Explain the concept and importance of operations management.
Solution
Creating and delivering goods and services to customers depends on an effective
system of linked facilities and processes, and the ability to manage them effectively
around the world. Operations management (OM) is the science and art of ensuring that
goods and services are created and delivered successfully to customers. OM includes
the design of goods, services, and the processes that create them; the day-to-day
management of those processes; and the continual improvement of these goods,
services, and processes. Three issues are at the core of operations management:
efficiency, cost, and quality.
2. Describe how operations management is used in work throughout business
organizations.
Solution
Many people who are considered “operations managers” have titles such as chief
operating officer, hotel or restaurant manager, vice president of manufacturing,
customer service manager, plant manager, field service manager, or supply chain
manager. The concepts and methods of OM can be used in any job, regardless of the
functional area of business or industry, to better create value for internal customers
(within the organization) and for external customers (outside the organization). OM
principles are used in accounting, human resources management, legal work, financial
activities, marketing, environmental management, and every type of service activity.
1
, Solution and Answer Guide: Collier/Evans, Operations and Supply Chain Management 2024, 9780357901649;
Chapter 1: Operations Management and Value Chains
3. What are Industry 4.0 and Service 4.0? Give an example in manufacturing and health
care or other service industries.
Solution
Industry 4.0 is the information-intensive transformation of manufacturing in a
connected environment of big data, people, processes, services, systems, and IoT-
enabled industrial assets. In manufacturing, autonomous robots can quickly pick
products at a warehouse to reduce costs and optimize floor space. Other
manufacturing examples are 3D printing, computer-aided design software and three-
dimensional displays of the part or product, and a multitude of welding, materials
moving, and assembly robots tied to an automated or semi-automated control system.
Smart appliances tied electronically to home comfort systems, automated truck
routing and dispatching systems are other examples.
Service 4.0 is applying digitization to services that create higher productivity,
innovation, and value chain advantages in service industries. Service 4.0 devices
include cell phones, automated banking machines, CT and MRI scanners, electronic
hotel keys and security systems, home security systems, surgical robots assistants,
online banking, digital health care systems, electronic restaurant menus, and so on.
4. State three of the key activities that operations managers perform and briefly explain
them.
Solution
Students should describe three of the following in their own words.
• Forecasting: Predict the future demand for raw materials, finished goods, and
services.
• Supply chain management: manage the flow of materials, information, people, and
money from suppliers to customers.
• Facility layout and design: determine the best configuration of machines, storage,
offices, and departments to provide the highest levels of efficiency and customer
satisfaction.
• Technology selection: use technology to improve productivity and respond faster to
customers.
• Quality management: ensure that goods, services, and processes will meet
customer expectations and requirements.
• Purchasing: coordinate the acquisition of materials, supplies, and services.
• Resource and capacity management: ensure that the right amount of resources
(labor, equipment, materials, and information) is available when needed.
• Process design: select the right equipment, information, and work methods to
produce high-quality goods and services efficiently.
• Job design: decide the best way to assign people to work tasks and job
responsibilities.
2
Management
3rd Edition
by David A. Collier
Complete Chapter Solutions Manual
are included (Ch 1 to 20)
** Immediate Download
** Swift Response
** All Chapters included
** Case Solutions included
** Exercises and Problems
, Solution and Answer Guide: Collier/Evans, Operations and Supply Chain Management 2024, 9780357901649;
Chapter 1: Operations Management and Value Chains
Solution and Answer Guide
COLLIER/EVANS, OPERATIONS AND SUPPLY CHAIN MANAGEMENT 2024, 9780357901649;
CHAPTER 1: OPERATIONS MANAGEMENT AND VALUE CHAINS
TABLE OF CONTENTS
Review Questions .................................................................................................................. 1
Discussion Questions and Experiental Activities .............................................................. 8
Cases ................................................................................................................................... 20
Teaching Note: Walker Digital Music Services .................................................................... 20
Teaching Note: Mickey Mouse: To Talk or Not? ................................................................. 24
Teaching Note: Zappos, A Subsidiary of Amazon .............................................................. 26
Teaching Note: Diamond Global Supply Chain—Hudson Jewelers .................................31
REVIEW QUESTIONS
1. Explain the concept and importance of operations management.
Solution
Creating and delivering goods and services to customers depends on an effective
system of linked facilities and processes, and the ability to manage them effectively
around the world. Operations management (OM) is the science and art of ensuring that
goods and services are created and delivered successfully to customers. OM includes
the design of goods, services, and the processes that create them; the day-to-day
management of those processes; and the continual improvement of these goods,
services, and processes. Three issues are at the core of operations management:
efficiency, cost, and quality.
2. Describe how operations management is used in work throughout business
organizations.
Solution
Many people who are considered “operations managers” have titles such as chief
operating officer, hotel or restaurant manager, vice president of manufacturing,
customer service manager, plant manager, field service manager, or supply chain
manager. The concepts and methods of OM can be used in any job, regardless of the
functional area of business or industry, to better create value for internal customers
(within the organization) and for external customers (outside the organization). OM
principles are used in accounting, human resources management, legal work, financial
activities, marketing, environmental management, and every type of service activity.
1
, Solution and Answer Guide: Collier/Evans, Operations and Supply Chain Management 2024, 9780357901649;
Chapter 1: Operations Management and Value Chains
3. What are Industry 4.0 and Service 4.0? Give an example in manufacturing and health
care or other service industries.
Solution
Industry 4.0 is the information-intensive transformation of manufacturing in a
connected environment of big data, people, processes, services, systems, and IoT-
enabled industrial assets. In manufacturing, autonomous robots can quickly pick
products at a warehouse to reduce costs and optimize floor space. Other
manufacturing examples are 3D printing, computer-aided design software and three-
dimensional displays of the part or product, and a multitude of welding, materials
moving, and assembly robots tied to an automated or semi-automated control system.
Smart appliances tied electronically to home comfort systems, automated truck
routing and dispatching systems are other examples.
Service 4.0 is applying digitization to services that create higher productivity,
innovation, and value chain advantages in service industries. Service 4.0 devices
include cell phones, automated banking machines, CT and MRI scanners, electronic
hotel keys and security systems, home security systems, surgical robots assistants,
online banking, digital health care systems, electronic restaurant menus, and so on.
4. State three of the key activities that operations managers perform and briefly explain
them.
Solution
Students should describe three of the following in their own words.
• Forecasting: Predict the future demand for raw materials, finished goods, and
services.
• Supply chain management: manage the flow of materials, information, people, and
money from suppliers to customers.
• Facility layout and design: determine the best configuration of machines, storage,
offices, and departments to provide the highest levels of efficiency and customer
satisfaction.
• Technology selection: use technology to improve productivity and respond faster to
customers.
• Quality management: ensure that goods, services, and processes will meet
customer expectations and requirements.
• Purchasing: coordinate the acquisition of materials, supplies, and services.
• Resource and capacity management: ensure that the right amount of resources
(labor, equipment, materials, and information) is available when needed.
• Process design: select the right equipment, information, and work methods to
produce high-quality goods and services efficiently.
• Job design: decide the best way to assign people to work tasks and job
responsibilities.
2
