,ACCESS Test Bank for Managing Operations Across the Supply Chain 5th Edition
n n n n n n n n n n n
Swink n
Chaptern01n-nIntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Chaptern1
IntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Suggested Answers to Discussion Questions
n n n n
1. ReviewnFortunenmagazine’sn“MostnAdmired”nAmericanncompaniesnforn1959,n1979,n
1999,nandnthenmostncurrentnyear.n(ThenissuennormallynappearsninnAugustneachnyear.)nW
hichncompaniesnhavenremainednonnthentopnthroughoutnthisnperiod?nWhichnonesnhavendi
sappeared?nWhatndonyounthinknledntonthensurvivalnorndemisenofnthesencompanies?nThenc
ompaniesnthatnhavenstayednonntopnthroughoutnthisnperiodnarenSouthwest,nBerkshirenHathaway
,nandnProctornandnGamble.nUPS,nCocanCola,nandnGEnwerensomenofnthencompanies
thatndisappeared.nThencompaniesnthatnwerenablentonstaynatnthentopnofnthenlistnwerenthenonesnablenton
dealnwithnmajornchangesninnthenindustryneasily.nInnorderntonstaynafloatninnharderntimes,ntheynweren
managednbynpeoplenwhonunderstoodnoperationsnmanagement;ntheynhadnanwinningnvaluenproposit
ionnthatnwasncontinuallynrevitalizednbynthenintroductionnofnnewnproductsnandnservices.nThencomp
aniesnthatndidnnotnstaynatnthentopnunablentonmakenthennecessarynchangesnsoneasily;nperhapsntheirnop
erationsnmanagementnwasnnotnatnthencalibernofnthenotherncompaniesnablentonstaynatnthentopnofnthenli
st.
2. Selectntwonproductsnthatnyounhavenrecentlynpurchased;nonenshouldnbenanservicenandnthen
othernanmanufacturedngood.nThinknaboutnthenprocessnthatnyounusedntonmakenthendecisionnt
onpurchaseneachnitem.nWhatnproductncharacteristicsnwerenmostnimportantntonyou?nWhatno
perationalnactivitiesndeterminenthesencharacteristics?
1-1
©nMcGrawnHillnLLC.nAllnrightsnreserved.nNonreproductionnorndistributionnwithoutnthenpriornwrittennconsentnofnMcGrawnHillnLL
C.
mynursytest.store
,ACCESS Test Bank for Managing Operations Across the Supply Chain 5th Edition
n n n n n n n n n n n
Swink n
Chaptern01n-nIntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Studentnanswersntonthisnquestionnwillnvary.nThenfollowingnisnannexamplenfromnonenstudent:n“Twon
productsnInhavenrecentlynpurchasednwerenansweaternandnanhaircut.nThenprocessnInusedntonmakenthen
decisionntonpurchasenthensweaternwasntryingnonnthensweaterninndifferentncolors,ncontemplatingnthe
n purchasenatnhome,nwaitingnfornsweaterntongononnsale,nandnthennpurchasingnit.nThenprocessnInusednt
onmakenthendecisionnaboutnwherentongetnmynhaircutnincludednresearchingnpicturesnofnhownInwante
dnmynhairntonlook,naskingnadvicenaboutnwherentongonfromnfriends,nresearchingnonlinenfornreviewsn
aboutnstylists,nandngettingnmynhaircutnbynthatnstylist.nInwantedntonmakensurenbothnproductsnwereng
oingntonsatisfynmenenoughnsonthatnInwouldn’tnregretneithernpurchase.nInhadntonbencomfortablenwithn
bothnmynsweaternandnmynnewnhairnstyle,nluckilynInwas!nInalsonwantednbothnmynsweaternandnmynhai
rnstylentonlastnfornanwhilentonmakenthemnworthnthencost.nThenoperationalnactivitiesnthatndeterminent
hesencharacteristicsnarenthenmanufacturing,nshippingnandnsellingnthensweaterninnstores.nIfnthenswea
ternwasnpoorlynmadenandndidn’tnfitncorrectly,nInwouldnnotnhavenpurchasednit.nIfnitnwasnnotnavailable
n (onnthenshelf)nIncouldnnotnhavenpurchasednit.nThenoperationalnactivitiesnthatndeterminenthencharact
eristicsnofnmynhairstylenarenthenstylistnarrivingntonworknonntimenfornmynappointment,nwashing,ncut
tingnandnblowndryingnmynhairninnanwaynthatnInwasnexpectingn(havingnsufficientncapacitynsonthatnInd
idnnotnhaventonwaitntoonlong).
SincenmynhairnwasncutnandnstylednthenwaynInrequested,n Inwillnbenreturningntonthatnhairnstylist.
3. Whatnarenthenprimarynoperationsnmanagementndecisionsninneachnofnthenfollowingn
corporations?
1-2
©nMcGrawnHillnLLC.nAllnrightsnreserved.nNonreproductionnorndistributionnwithoutnthenpriornwrittennconsentnofnMcGrawnHillnLL
C.
mynursytest.store
, ACCESS Test Bank for Managing Operations Across the Supply Chain 5th Edition
n n n n n n n n n n n
Swink n
Chaptern01n-nIntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Again,nstudentnanswersnwillnvarynbutnmaynincludenthenfollowingnelements.
a. MarriottnHotelsnandnResorts:nHowntongreetnandntreatncustomersnduringntheirnstay,nwhatns
ervicesntonsupplyntoncustomers,nhowntoncheckncustomersninnsonthatntheynarennotnwaitingnfornlon
gnperiodsnofntimentongetntontheirnrooms,nhowntondealnwithnunhappyncustomersninnorderntonkeepnt
hemncomingnback,nhowntonmeasurencustomernsatisfaction.
b. Anprivatengolfnandntennisnclub:nHowntonservencustomersnwhilenplayingntennis/golfnsontheync
ontinuentonspendntheirnmoneynandnplaynatnthisnprivatencourse,nwhatnservicesntonofferninnorderntonke
epncustomersnhappy.nHowntonbestnmanagenthenfacilitiesnandntrainnemployees.
c. Benn&nJerry’s:nWhatnflavorsntonmake,nhownmuchnofneachnflavorntonmake,nhowntonkeepnupn
withndemand,nwhatnsuppliersntonuse,nhowntonmeasurencustomernsatisfaction.
d. ExxonMobilnCorporation:nHowntonmanagenexploration,nextractionnandnrefinementnope
rationsneffectivelynandnefficiently.nWhatnservicesnarentonbendelivered,nhowntonkeepnretailncust
omersnhappy,nhowntondeliverngoods.
4. Considernthenfollowingnprocessesnthatnyounfrequentlynencounternasnancollegenstudent.
Describeneachnprocessnandnitsninput,nactivities,nandnoutputs.nWhatnisnbeingnconvertednorntra
nsformedninneachnprocess?nWhonarenthencustomers,nsuppliers,nandnstakeholdersnforneachnp
rocess?
1-3
©nMcGrawnHillnLLC.nAllnrightsnreserved.nNonreproductionnorndistributionnwithoutnthenpriornwrittennconsentnofnMcGrawnHillnLL
C.
mynursytest.store
n n n n n n n n n n n
Swink n
Chaptern01n-nIntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Chaptern1
IntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Suggested Answers to Discussion Questions
n n n n
1. ReviewnFortunenmagazine’sn“MostnAdmired”nAmericanncompaniesnforn1959,n1979,n
1999,nandnthenmostncurrentnyear.n(ThenissuennormallynappearsninnAugustneachnyear.)nW
hichncompaniesnhavenremainednonnthentopnthroughoutnthisnperiod?nWhichnonesnhavendi
sappeared?nWhatndonyounthinknledntonthensurvivalnorndemisenofnthesencompanies?nThenc
ompaniesnthatnhavenstayednonntopnthroughoutnthisnperiodnarenSouthwest,nBerkshirenHathaway
,nandnProctornandnGamble.nUPS,nCocanCola,nandnGEnwerensomenofnthencompanies
thatndisappeared.nThencompaniesnthatnwerenablentonstaynatnthentopnofnthenlistnwerenthenonesnablenton
dealnwithnmajornchangesninnthenindustryneasily.nInnorderntonstaynafloatninnharderntimes,ntheynweren
managednbynpeoplenwhonunderstoodnoperationsnmanagement;ntheynhadnanwinningnvaluenproposit
ionnthatnwasncontinuallynrevitalizednbynthenintroductionnofnnewnproductsnandnservices.nThencomp
aniesnthatndidnnotnstaynatnthentopnunablentonmakenthennecessarynchangesnsoneasily;nperhapsntheirnop
erationsnmanagementnwasnnotnatnthencalibernofnthenotherncompaniesnablentonstaynatnthentopnofnthenli
st.
2. Selectntwonproductsnthatnyounhavenrecentlynpurchased;nonenshouldnbenanservicenandnthen
othernanmanufacturedngood.nThinknaboutnthenprocessnthatnyounusedntonmakenthendecisionnt
onpurchaseneachnitem.nWhatnproductncharacteristicsnwerenmostnimportantntonyou?nWhatno
perationalnactivitiesndeterminenthesencharacteristics?
1-1
©nMcGrawnHillnLLC.nAllnrightsnreserved.nNonreproductionnorndistributionnwithoutnthenpriornwrittennconsentnofnMcGrawnHillnLL
C.
mynursytest.store
,ACCESS Test Bank for Managing Operations Across the Supply Chain 5th Edition
n n n n n n n n n n n
Swink n
Chaptern01n-nIntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Studentnanswersntonthisnquestionnwillnvary.nThenfollowingnisnannexamplenfromnonenstudent:n“Twon
productsnInhavenrecentlynpurchasednwerenansweaternandnanhaircut.nThenprocessnInusedntonmakenthen
decisionntonpurchasenthensweaternwasntryingnonnthensweaterninndifferentncolors,ncontemplatingnthe
n purchasenatnhome,nwaitingnfornsweaterntongononnsale,nandnthennpurchasingnit.nThenprocessnInusednt
onmakenthendecisionnaboutnwherentongetnmynhaircutnincludednresearchingnpicturesnofnhownInwante
dnmynhairntonlook,naskingnadvicenaboutnwherentongonfromnfriends,nresearchingnonlinenfornreviewsn
aboutnstylists,nandngettingnmynhaircutnbynthatnstylist.nInwantedntonmakensurenbothnproductsnwereng
oingntonsatisfynmenenoughnsonthatnInwouldn’tnregretneithernpurchase.nInhadntonbencomfortablenwithn
bothnmynsweaternandnmynnewnhairnstyle,nluckilynInwas!nInalsonwantednbothnmynsweaternandnmynhai
rnstylentonlastnfornanwhilentonmakenthemnworthnthencost.nThenoperationalnactivitiesnthatndeterminent
hesencharacteristicsnarenthenmanufacturing,nshippingnandnsellingnthensweaterninnstores.nIfnthenswea
ternwasnpoorlynmadenandndidn’tnfitncorrectly,nInwouldnnotnhavenpurchasednit.nIfnitnwasnnotnavailable
n (onnthenshelf)nIncouldnnotnhavenpurchasednit.nThenoperationalnactivitiesnthatndeterminenthencharact
eristicsnofnmynhairstylenarenthenstylistnarrivingntonworknonntimenfornmynappointment,nwashing,ncut
tingnandnblowndryingnmynhairninnanwaynthatnInwasnexpectingn(havingnsufficientncapacitynsonthatnInd
idnnotnhaventonwaitntoonlong).
SincenmynhairnwasncutnandnstylednthenwaynInrequested,n Inwillnbenreturningntonthatnhairnstylist.
3. Whatnarenthenprimarynoperationsnmanagementndecisionsninneachnofnthenfollowingn
corporations?
1-2
©nMcGrawnHillnLLC.nAllnrightsnreserved.nNonreproductionnorndistributionnwithoutnthenpriornwrittennconsentnofnMcGrawnHillnLL
C.
mynursytest.store
, ACCESS Test Bank for Managing Operations Across the Supply Chain 5th Edition
n n n n n n n n n n n
Swink n
Chaptern01n-nIntroductionntonManagingnOperationsnAcrossnthenSupplynChain
Again,nstudentnanswersnwillnvarynbutnmaynincludenthenfollowingnelements.
a. MarriottnHotelsnandnResorts:nHowntongreetnandntreatncustomersnduringntheirnstay,nwhatns
ervicesntonsupplyntoncustomers,nhowntoncheckncustomersninnsonthatntheynarennotnwaitingnfornlon
gnperiodsnofntimentongetntontheirnrooms,nhowntondealnwithnunhappyncustomersninnorderntonkeepnt
hemncomingnback,nhowntonmeasurencustomernsatisfaction.
b. Anprivatengolfnandntennisnclub:nHowntonservencustomersnwhilenplayingntennis/golfnsontheync
ontinuentonspendntheirnmoneynandnplaynatnthisnprivatencourse,nwhatnservicesntonofferninnorderntonke
epncustomersnhappy.nHowntonbestnmanagenthenfacilitiesnandntrainnemployees.
c. Benn&nJerry’s:nWhatnflavorsntonmake,nhownmuchnofneachnflavorntonmake,nhowntonkeepnupn
withndemand,nwhatnsuppliersntonuse,nhowntonmeasurencustomernsatisfaction.
d. ExxonMobilnCorporation:nHowntonmanagenexploration,nextractionnandnrefinementnope
rationsneffectivelynandnefficiently.nWhatnservicesnarentonbendelivered,nhowntonkeepnretailncust
omersnhappy,nhowntondeliverngoods.
4. Considernthenfollowingnprocessesnthatnyounfrequentlynencounternasnancollegenstudent.
Describeneachnprocessnandnitsninput,nactivities,nandnoutputs.nWhatnisnbeingnconvertednorntra
nsformedninneachnprocess?nWhonarenthencustomers,nsuppliers,nandnstakeholdersnforneachnp
rocess?
1-3
©nMcGrawnHillnLLC.nAllnrightsnreserved.nNonreproductionnorndistributionnwithoutnthenpriornwrittennconsentnofnMcGrawnHillnLL
C.
mynursytest.store
