Solution Manual for Managing Operations Across the Supply Chain 5th Edition – Swink, Melnyk, Hartley, Cooper – Complete Guide

SOLUTION MANUAL FOR j j

ManagingjOperationsjAcrossjthejSupplyjChain,j5thjEditionjSwink

Chapterj1-16

Chapterj1
IntroductionjtojManagingjOperationsjAcrossjthejSupplyjChain


SuggestedjAnswersjtojDiscussionjQuestions

1. ReviewjFortunejmagazine’sj―MostjAdmired‖jAmericanjcompaniesjforj1959,j1979,j1

999,jandjthejmostjcurrentjyear.j(ThejissuejnormallyjappearsjinjAugustjeachjyear.)jWhi

chjcompaniesjhavejremainedjonjthejtopjthroughoutjthisjperiod?jWhichjonesjhavejdisap

peared?jWhatjdojyoujthinkjledjtojthejsurvivaljorjdemisejofjthesejcompanies?jThejcomp

aniesjthatjhavejstayedjonjtopjthroughoutjthisjperiodjarejSouthwest,jBerkshirejHathaway,jandj

ProctorjandjGamble.jUPS,jCocajCola,jandjGEjwerejsomejofjthejcompanies

thatjdisappeared.jThejcompaniesjthatjwerejablejtojstayjatjthejtopjofjthejlistjwerejthejonesjablejtojd

ealjwithjmajorjchangesjinjthejindustryjeasily.jInjorderjtojstayjafloatjinjharderjtimes,jtheyjwerejma

nagedjbyjpeoplejwhojunderstoodjoperationsjmanagement;jtheyjhadjajwinningjvaluejpropositionjt

hatjwasjcontinuallyjrevitalizedjbyjthejintroductionjofjnewjproductsjandjservices.jThejcompaniesjt

hatjdidjnotjstayjatjthejtopjunablejtojmakejthejnecessaryjchangesjsojeasily;jperhapsjtheirjoperations

managementjwasjnotjatjthejcaliberjofjthejotherjcompaniesjablejtojstayjatjthejtopjofjthejlist.
j


2. Selectjtwojproductsjthatjyoujhavejrecentlyjpurchased;jonejshouldjbejajservicejandjthejo

therjajmanufacturedjgood.jThinkjaboutjthejprocessjthatjyoujusedjtojmakejthejdecisionjtojp

urchasejeachjitem.jWhatjproductjcharacteristicsjwerejmostjimportantjtojyou?jWhatjopera

tionaljactivitiesjdeterminejthesejcharacteristics?



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©jMcGrawjHilljLLC.jAlljrightsjreserved.jNojreproductionjorjdistributionjwithoutjthejpriorjwrittenjconsentjofjMcGrawjHilljLLC.

,Studentjanswersjtojthisjquestionjwilljvary.jThejfollowingjisjanjexamplejfromjonejstudent:

―TwojproductsjIjhavejrecentlyjpurchasedjwerejajsweaterjandjajhaircut.jThejprocessjIjusedjtojmak

ejthejdecisionjtojpurchasejthejsweaterjwasjtryingjonjthejsweaterjinjdifferentjcolors,jcontemplatingj

thejpurchasejatjhome,jwaitingjforjsweaterjtojgojonjsale,jandjthenjpurchasingjit.jThejprocessjIjusedj

tojmakejthejdecisionjaboutjwherejtojgetjmyjhaircutjincludedjresearchingjpicturesjofjhowjIjwantedj

myjhairjtojlook,jaskingjadvicejaboutjwherejtojgojfromjfriends,jresearchingjonlinejforjreviewsjabo

utjstylists,jandjgettingjmyjhaircutjbyjthatjstylist.jIjwantedjtojmakejsurejbothjproductsjwerejgoingjt

ojsatisfyjmejenoughjsojthatjIjwouldn’tjregretjeitherjpurchase.jIjhadjtojbejcomfortablejwithjbothjmy

sweaterjandjmyjnewjhairjstyle,jluckilyjIjwas!jIjalsojwantedjbothjmyjsweaterjandjmyjhairjstylejtojla
j


stjforjajwhilejtojmakejthemjworthjthejcost.jThejoperationaljactivitiesjthatjdeterminejthesejcharacte

risticsjarejthejmanufacturing,jshippingjandjsellingjthejsweaterjinjstores.jIfjthejsweaterjwasjpoorlyj

madejandjdidn’tjfitjcorrectly,jIjwouldjnotjhavejpurchasedjit.jIfjitjwasjnotjavailablej(onjthejshelf)jIjc

ouldjnotjhavejpurchasedjit.jThejoperationaljactivitiesjthatjdeterminejthejcharacteristicsjofjmyjhair

stylejarejthejstylistjarrivingjtojworkjonjtimejforjmyjappointment,jwashing,jcuttingjandjblowjdryin

gjmyjhairjinjajwayjthatjIjwasjexpectingj(havingjsufficientjcapacityjsojthatjIjdidjnotjhavejtojwaitjtoo

long).
j


SincejmyjhairjwasjcutjandjstyledjthejwayjIjrequested,jIjwilljbejreturningjtojthatjhairjstylist.

3. Whatjarejthejprimaryjoperationsjmanagementjdecisionsjinjeachjofjthejfollowingjc

orporations?

Again,jstudentjanswersjwilljvaryjbutjmayjincludejthejfollowingjelements.

a. MarriottjHotelsjandjResorts:jHowjtojgreetjandjtreatjcustomersjduringjtheirjstay,jwhatjse

rvicesjtojsupplyjtojcustomers,jhowjtojcheckjcustomersjinjsojthatjtheyjarejnotjwaitingjfor




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©jMcGrawjHilljLLC.jAlljrightsjreserved.jNojreproductionjorjdistributionjwithoutjthejpriorjwrittenjconsentjofjMcGrawjHilljLLC.

,longjperiodsjofjtimejtojgetjtojtheirjrooms,jhowjtojdealjwithjunhappyjcustomersjinjorderjtojkee

pjthemjcomingjback,jhowjtojmeasurejcustomerjsatisfaction.

b. Ajprivatejgolfjandjtennisjclub:jHowjtojservejcustomersjwhilejplayingjtennis/golfjsojtheyjco

ntinuejtojspendjtheirjmoneyjandjplayjatjthisjprivatejcourse,jwhatjservicesjtojofferjinjorderjtojkeepj

customersjhappy.jHowjtojbestjmanagejthejfacilitiesjandjtrainjemployees.

c. Benj&jJerry’s:jWhatjflavorsjtojmake,jhowjmuchjofjeachjflavorjtojmake,jhowjtojkeepjupjwit

hjdemand,jwhatjsuppliersjtojuse,jhowjtojmeasurejcustomerjsatisfaction.

d. ExxonMobiljCorporation:jHowjtojmanagejexploration,jextractionjandjrefinementjoper

ationsjeffectivelyjandjefficiently.jWhatjservicesjarejtojbejdelivered,jhowjtojkeepjretailjcustom

ersjhappy,jhowjtojdeliverjgoods.

4. Considerjthejfollowingjprocessesjthatjyoujfrequentlyjencounterjasjajcollegejstudent.

Describejeachjprocessjandjitsjinput,jactivities,jandjoutputs.jWhatjisjbeingjconvertedjorjtra

nsformedjinjeachjprocess?jWhojarejthejcustomers,jsuppliers,jandjstakeholdersjforjeachjpr

ocess?

a. Enrollingjinjclasses:jClassesjmustjbejscheduledjsojthatjstudentsjcanjenrolljinjthem,jstudentsj

communicatejwithjadvisorjaboutjnecessaryjclasses,jstudentsjsignjontojwebsitejandjfindjsuitablejc

lassesjthatjfitjtogetherjintojschedulejforjeachjsemester.jThejinputsjofjthisjprocessjarejthejstudent’sj

andjadministrators’jtimejandjproblemjsolvingjeffort.jThejactivitiesjarejdecisionjmaking,jcommun

icating,jandjschedulingjsojthatjeveryonejhasjajchancejtojtakejthejclassesjtheyjwantjeachjsemester.j

Thejoutputjisjthejstudent’sjschedulejandjenrollmentjintojclasses.jThejstudent’sjschedulejisjbeingjt

ransformed.jThejcustomerjisjthejstudent,jthejstakeholdersjarejthejprofessorsjwhojgetjpaidjtojteachj

thejcoursesjandjthejbusinessesjthatjwouldjlikejtojhirejstudentsjoncejtheyjcompletejtheirjcourses.jT

hejsupplierjisjthejuniversity.

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©jMcGrawjHilljLLC.jAlljrightsjreserved.jNojreproductionjorjdistributionjwithoutjthejpriorjwrittenjconsentjofjMcGrawjHilljLLC.

, b. Takingjajclass:jThejprocessjandjactivitiesjofjtakingjajclassjentailjmakingjitjtojclassjonjtimeje

veryjsession,jstudyingjbeforejclassjtojbejablejtojfollowjalongjandjparticipate,jarrivingjwithjthejcor

rectjmaterialsjinjorderjtojtakejnotesjandjcompletejactivitiesjinjclass,jandjcompletingjhomeworkjb

eforejitjisjdue.jThejinputsjarejthejknowledgejofjthejprofessorjandjinformationjcontainedjinjcoursej

materials,jalongjwithjthejstudent’sjhardjwork,jstudying,jparticipating,jandjphysicallyjgoingjtojcla

ss.jThejoutputsjarejfriendsjandjeducation.jThejstudentjisjbeingjtransformed.jThejcustomerjisjthejst

udent.jOrjonejmightjconsiderjthejbusinessjwhojwouldjlikejtojhirejthejstudentjtojbejthejcustomer.jT

hejsupplierjisjthejuniversity.

c. Buyingjajticketjforjajplay,jconcert,jorjbasketballjgame:jThejprocessjandjactivitiesjofjbuyi

ngjajticketjentailjmakingjajdecisionjtojbuyjthejticket,jsavingjupjthejmoney,jeitherjorderingjthejtick

etjonlinejorjphysicallyjgoingjtojajticketjboothjandjpurchasingjthejticket.jThejinputsjarejtimejandjm

oney.jThejoutputsjarejthejexperiencejofjseeingjajgreatjplay,jconcert,jorjbasketballjgamejandjmem

ories.jThejownershipjofjthejticketjisjbeingjconverted.jThejcustomerjisjthejticketjpurchaser;jthejsta

keholderjisjthejownerjofjthejbasketballjteam,jorjthejdirectorjofjthejplay,jorjthejmanagerjofjthejband

.jIfjnojonejpurchasesjtickets,jthosejstakeholdersjmayjnojlongerjhavejjobs.jThejsupplierjisjthejteam

,jthejactors,jorjthejband.

5. Recalljthejlastjtimejyoujwentjtojajfast-

foodjrestaurantjsuchjasjMcDonald’s.jDescribejalljofjthejgoodsjandjservicesjthatjmakejupjyou

rjtotaljproductjexperience.

ThejgoodsjthatjmadejupjmyjexperiencejwerejthejactualjfoodjandjdrinkjthatjIjpurchased.jThejservic

esjwerejbeingjgreetedjwhenjIjwalkedjupjtojthejcounter,jorderingjmyjfood,jreceivingjmyjfoodjinjajti

melyjmannerjalongjwithjmyjorderjbeingjcorrect.jThejservicejofjajcleanjrestaurantjalsojaddedjtojm

yjtotaljproductjexperience.

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©jMcGrawjHilljLLC.jAlljrightsjreserved.jNojreproductionjorjdistributionjwithoutjthejpriorjwrittenjconsentjofjMcGrawjHilljLLC.