SOLUTION MANUAL FOR m m
ManagingmOperationsmAcrossmthemSupplymChain,m5thmEditionmSwink
Chapterm1-16
Chapterm1
IntroductionmtomManagingmOperationsmAcrossmthemSupplymChain
SuggestedmAnswersmtomDiscussionmQuestions
1. Review mFortunemmagazine’sm―MostmAdmired‖mAmericanmcompaniesmform1959,m197
9,m1999,mandmthemmostmcurrentmyear.m(ThemissuemnormallymappearsminmAugustmeachmye
ar.)mWhichmcompaniesmhavemremainedmonmthemtopmthroughoutmthismperiod?mWhichmon
esmhavemdisappeared?mWhatmdomyoumthinkmledmtomthemsurvivalmormdemisemof mthesemcom
panies?mThemcompaniesmthat mhavemstayed monmtopmthroughout mthismperiod maremSouthwest,mB
erkshiremHathaway,mand mProctormand mGamble.mUPS,mCocamCola,mand mGEmweremsomemof mthe
companies
m
that mdisappeared.mThemcompaniesmthat mweremablemtomstaymat mthemtopmof mthemlist mweremthemonesma
blemtomdealmwithmmajormchangesminmthemindustrymeasily.mInmordermtomstaymafloat minmhardermtimes,
theymweremmanaged mbympeoplemwhomunderstood moperationsmmanagement;mtheymhad mamwinning
m
valuempropositionmthat mwasmcontinuallymrevitalized mbymthemintroductionmof mnew mproductsmand ms
m
ervices.mThemcompaniesmthat mdid mnot mstaymat mthemtopmunablemtommakemthemnecessarymchangesmso
easily;mperhapsmtheirmoperationsmmanagement mwasmnot mat mthemcalibermof mthemothermcompaniesma
m
blemtomstaymat mthemtopmof mthemlist.
2. Selectmtwomproductsmthatmyoumhavemrecentlympurchased;monemshouldmbemamservicemandm
themothermammanufacturedmgood.mThinkmaboutmthemprocessmthatmyoumusedmtommakemthemde
cisionmtompurchasemeachmitem.mWhatmproductmcharacteristicsmweremmostmimportantmtomyo
12-1
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
,u?mWhatmoperationalmactivitiesmdeterminemthesemcharacteristics?
12-2
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
,Student manswersmtomthismquestionmwillmvary.mThemfollowingmismanmexamplemfrommonemstudent:
―TwomproductsmI mhavemrecentlympurchased mweremamsweatermand mamhaircut.mThemprocessmI mused m
tommakemthemdecisionmtompurchasemthemsweatermwasmtryingmonmthemsweaterminmdifferent mcolors,mc
ontemplatingmthempurchasemat mhome,mwaitingmformsweatermtomgomonmsale,mand mthenmpurchasingmit
.mThemprocessmI mused mtommakemthemdecisionmabout mwheremtomget mmymhaircut mincluded mresearchin
gmpicturesmof mhowmI mwanted mmymhairmtomlook,maskingmadvicemabout mwheremtomgomfrommfriends,mr
esearchingmonlinemformreviewsmabout mstylists,mand mgettingmmymhaircut mbymthat mstylist.mI mwanted mt
ommakemsurembothmproductsmweremgoingmtomsatisfymmemenoughmsomthat mI mwouldn’t mregret meitherm
purchase.mI mhad mtombemcomfortablemwithmbothmmymsweatermand mmymnew mhairmstyle,mluckilymI mwa
s!mI malsomwanted mbothmmymsweatermand mmymhairmstylemtomlast mformamwhilemtommakemthemmworthmt
hemcost.mThemoperationalmactivitiesmthat mdeterminemthesemcharacteristicsmaremthem manufacturing,
shippingmand msellingmthemsweaterminmstores.mIf mthemsweatermwasmpoorlymmademand mdidn’t mfit mcor
m
rectly,mI mwould mnot mhavempurchased mit.mIf mit mwasmnot mavailablem(onmthemshelf)mI mcould mnot mhavemp
urchased mit.mThemoperationalmactivitiesmthat mdeterminemthemcharacteristicsmof mmymhairstyle maremt
hemstylist marrivingmtomworkmonmtimemformmymappointment,mwashing,mcuttingmand mblowmdryingmm
ymhairminmamwaymthat mI mwasmexpectingm(havingmsufficient mcapacitymsomthat mI mdid mnot mhavemtomwai
t mtoomlong).
Sincemmymhairmwasmcut mand mstyled mthemwaymI mrequested,mI mwillmbemreturningmtomthat mhairmstylist.
3. Whatmaremthemprimarymoperationsmmanagementmdecisionsminmeachmof mthemfollowi
ngmcorporations?
Again,mstudent manswersmwillmvarymbut mmaymincludemthemfollowingmelements.
a. MarriottmHotelsmandmResorts:mHow mtomgreet mand mtreat mcustomersmduringmtheirmstay,mw
hat mservicesmtomsupplymtomcustomers,mhow mtomcheckmcustomersminmsomthat mtheymaremnot mwaiti
12-3
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
, ngmfor
12-4
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
ManagingmOperationsmAcrossmthemSupplymChain,m5thmEditionmSwink
Chapterm1-16
Chapterm1
IntroductionmtomManagingmOperationsmAcrossmthemSupplymChain
SuggestedmAnswersmtomDiscussionmQuestions
1. Review mFortunemmagazine’sm―MostmAdmired‖mAmericanmcompaniesmform1959,m197
9,m1999,mandmthemmostmcurrentmyear.m(ThemissuemnormallymappearsminmAugustmeachmye
ar.)mWhichmcompaniesmhavemremainedmonmthemtopmthroughoutmthismperiod?mWhichmon
esmhavemdisappeared?mWhatmdomyoumthinkmledmtomthemsurvivalmormdemisemof mthesemcom
panies?mThemcompaniesmthat mhavemstayed monmtopmthroughout mthismperiod maremSouthwest,mB
erkshiremHathaway,mand mProctormand mGamble.mUPS,mCocamCola,mand mGEmweremsomemof mthe
companies
m
that mdisappeared.mThemcompaniesmthat mweremablemtomstaymat mthemtopmof mthemlist mweremthemonesma
blemtomdealmwithmmajormchangesminmthemindustrymeasily.mInmordermtomstaymafloat minmhardermtimes,
theymweremmanaged mbympeoplemwhomunderstood moperationsmmanagement;mtheymhad mamwinning
m
valuempropositionmthat mwasmcontinuallymrevitalized mbymthemintroductionmof mnew mproductsmand ms
m
ervices.mThemcompaniesmthat mdid mnot mstaymat mthemtopmunablemtommakemthemnecessarymchangesmso
easily;mperhapsmtheirmoperationsmmanagement mwasmnot mat mthemcalibermof mthemothermcompaniesma
m
blemtomstaymat mthemtopmof mthemlist.
2. Selectmtwomproductsmthatmyoumhavemrecentlympurchased;monemshouldmbemamservicemandm
themothermammanufacturedmgood.mThinkmaboutmthemprocessmthatmyoumusedmtommakemthemde
cisionmtompurchasemeachmitem.mWhatmproductmcharacteristicsmweremmostmimportantmtomyo
12-1
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
,u?mWhatmoperationalmactivitiesmdeterminemthesemcharacteristics?
12-2
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
,Student manswersmtomthismquestionmwillmvary.mThemfollowingmismanmexamplemfrommonemstudent:
―TwomproductsmI mhavemrecentlympurchased mweremamsweatermand mamhaircut.mThemprocessmI mused m
tommakemthemdecisionmtompurchasemthemsweatermwasmtryingmonmthemsweaterminmdifferent mcolors,mc
ontemplatingmthempurchasemat mhome,mwaitingmformsweatermtomgomonmsale,mand mthenmpurchasingmit
.mThemprocessmI mused mtommakemthemdecisionmabout mwheremtomget mmymhaircut mincluded mresearchin
gmpicturesmof mhowmI mwanted mmymhairmtomlook,maskingmadvicemabout mwheremtomgomfrommfriends,mr
esearchingmonlinemformreviewsmabout mstylists,mand mgettingmmymhaircut mbymthat mstylist.mI mwanted mt
ommakemsurembothmproductsmweremgoingmtomsatisfymmemenoughmsomthat mI mwouldn’t mregret meitherm
purchase.mI mhad mtombemcomfortablemwithmbothmmymsweatermand mmymnew mhairmstyle,mluckilymI mwa
s!mI malsomwanted mbothmmymsweatermand mmymhairmstylemtomlast mformamwhilemtommakemthemmworthmt
hemcost.mThemoperationalmactivitiesmthat mdeterminemthesemcharacteristicsmaremthem manufacturing,
shippingmand msellingmthemsweaterminmstores.mIf mthemsweatermwasmpoorlymmademand mdidn’t mfit mcor
m
rectly,mI mwould mnot mhavempurchased mit.mIf mit mwasmnot mavailablem(onmthemshelf)mI mcould mnot mhavemp
urchased mit.mThemoperationalmactivitiesmthat mdeterminemthemcharacteristicsmof mmymhairstyle maremt
hemstylist marrivingmtomworkmonmtimemformmymappointment,mwashing,mcuttingmand mblowmdryingmm
ymhairminmamwaymthat mI mwasmexpectingm(havingmsufficient mcapacitymsomthat mI mdid mnot mhavemtomwai
t mtoomlong).
Sincemmymhairmwasmcut mand mstyled mthemwaymI mrequested,mI mwillmbemreturningmtomthat mhairmstylist.
3. Whatmaremthemprimarymoperationsmmanagementmdecisionsminmeachmof mthemfollowi
ngmcorporations?
Again,mstudent manswersmwillmvarymbut mmaymincludemthemfollowingmelements.
a. MarriottmHotelsmandmResorts:mHow mtomgreet mand mtreat mcustomersmduringmtheirmstay,mw
hat mservicesmtomsupplymtomcustomers,mhow mtomcheckmcustomersminmsomthat mtheymaremnot mwaiti
12-3
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
, ngmfor
12-4
©mMcGraw mHillmLLC.mAllmrightsmreserved.mNomreproductionmor mdistributionmwithoutmthemprior mwrittenmconsent mofmMcGra
w mHillmLLC.
