SOLUTION MANUAL FOR g g
ManaginggOperationsgAcrossgthegSupplygChain,g5thgEditiongSwink
Chapterg1-16
Chapterg1
IntroductiongtogManaginggOperationsgAcrossgthegSupplygChain
SuggestedgAnswersgtogDiscussiongQuestions
1. ReviewgFortunegmagazine’sg―MostgAdmired‖gAmericangcompaniesgforg1959,g1979
,g1999,gandgthegmostgcurrentgyear.g(ThegissuegnormallygappearsgingAugustgeachgyear.)
gWhichgcompaniesghavegremainedgongthegtopgthroughoutgthisgperiod?gWhichgonesgha
vegdisappeared?gWhatgdogyougthinkgledgtogthegsurvivalgorgdemisegofgthesegcompanies
?gThegcompaniesgthatghavegstayedgongtopgthroughoutgthisgperiodgaregSouthwest,gBerkshireg
Hathaway,gandgProctorgandgGamble.gUPS,gCocagCola,gandgGEgweregsomegofgthegcompani
es
thatgdisappeared.gThegcompaniesgthatgweregablegtogstaygatgthegtopgofgtheglistgweregthegonesgabl
egtogdealgwithgmajorgchangesgingthegindustrygeasily.gIngordergtogstaygafloatginghardergtimes,gthe
ygweregmanagedgbygpeoplegwhogunderstoodgoperationsgmanagement;gtheyghadgagwinninggvalu
egpropositiongthatgwasgcontinuallygrevitalizedgbygthegintroductiongofgnewgproductsgandgservice
s.gThegcompaniesgthatgdidgnotgstaygatgthegtopgunablegtogmakegthegnecessarygchangesgsogeasily;
perhapsgtheirgoperationsgmanagementgwasgnotgatgthegcalibergofgthegothergcompaniesgablegtogst
g
aygatgthegtopgofgtheglist.
2. Selectgtwogproductsgthatgyoughavegrecentlygpurchased;gonegshouldgbegagservicegandgth
egothergagmanufacturedggood.gThinkgaboutgthegprocessgthatgyougusedgtogmakegthegdecisi
ongtogpurchasegeachgitem.gWhatgproductgcharacteristicsgweregmostgimportantgtogyou?gW
12-1
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
,hatgoperationalgactivitiesgdeterminegthesegcharacteristics?
12-2
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
,Studentganswersgtogthisgquestiongwillgvary.gThegfollowinggisgangexamplegfromgonegstudent:
―TwogproductsgIghavegrecentlygpurchasedgweregagsweatergandgaghaircut.gThegprocessgIgusedgt
ogmakegthegdecisiongtogpurchasegthegsweatergwasgtryinggongthegsweatergingdifferentgcolors,gcon
templatinggthegpurchasegatghome,gwaitinggforgsweatergtoggogongsale,gandgthengpurchasinggit.gT
hegprocessgIgusedgtogmakegthegdecisiongaboutgwheregtoggetgmyghaircutgincludedgresearchinggpi
cturesgofghowgIgwantedgmyghairgtoglook,gaskinggadvicegaboutgwheregtoggogfromgfriends,gresear
chinggonlinegforgreviewsgaboutgstylists,gandggettinggmyghaircutgbygthatgstylist.gIgwantedgtogmak
egsuregbothgproductsgwereggoinggtogsatisfygmegenoughgsogthatgIgwouldn’tgregretgeithergpurchas
e.gIghadgtogbegcomfortablegwithgbothgmygsweatergandgmygnewghairgstyle,gluckilygIgwas!gIgalsog
wantedgbothgmygsweatergandgmyghairgstylegtoglastgforgagwhilegtogmakegthemgworthgthegcost.gT
hegoperationalgactivitiesgthatgdeterminegthesegcharacteristicsgaregthegmanufacturing,gshippingga
ndgsellinggthegsweatergingstores.gIfgthegsweatergwasgpoorlygmadegandgdidn’tgfitgcorrectly,gIgwo
uldgnotghavegpurchasedgit.gIfgitgwasgnotgavailableg(ongthegshelf)gIgcouldgnotghavegpurchasedgit.g
Thegoperationalgactivitiesgthatgdeterminegthegcharacteristicsgofgmyghairstylegaregthegstylistgarri
vinggtogworkgongtimegforgmygappointment,gwashing,gcuttinggandgblowgdryinggmyghairgingagwa
ygthatgIgwasgexpectingg(havinggsufficientgcapacitygsogthatgIgdidgnotghavegtogwaitgtooglong).
SincegmyghairgwasgcutgandgstyledgthegwaygIgrequested,gIgwillgbegreturninggtogthatghairgstylist.
3. Whatgaregthegprimarygoperationsgmanagementgdecisionsgingeachgofgthegfollowin
ggcorporations?
Again,gstudentganswersgwillgvarygbutgmaygincludegthegfollowinggelements.
a. MarriottgHotelsgandgResorts:gHowgtoggreetgandgtreatgcustomersgduringgtheirgstay,gwh
atgservicesgtogsupplygtogcustomers,ghowgtogcheckgcustomersgingsogthatgtheygaregnotgwaiting
for
g
12-3
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
, longgperiodsgofgtimegtoggetgtogtheirgrooms,ghowgtogdealgwithgunhappygcustomersgingordergt
ogkeepgthemgcominggback,ghowgtogmeasuregcustomergsatisfaction.
b. Agprivateggolfgandgtennisgclub:gHowgtogservegcustomersgwhilegplayinggtennis/golfgsogthe
ygcontinuegtogspendgtheirgmoneygandgplaygatgthisgprivategcourse,gwhatgservicesgtogoffergingorde
rgtogkeepgcustomersghappy.gHowgtogbestgmanagegthegfacilitiesgandgtraingemployees.
c. Beng&gJerry’s:gWhatgflavorsgtogmake,ghowgmuchgofgeachgflavorgtogmake,ghowgtogkeepgu
pgwithgdemand,gwhatgsuppliersgtoguse,ghowgtogmeasuregcustomergsatisfaction.
d. ExxonMobilgCorporation:gHowgtogmanagegexploration,gextractiongandgrefinementgo
perationsgeffectivelygandgefficiently.gWhatgservicesgaregtogbegdelivered,ghowgtogkeepgretail
gcustomersghappy,ghowgtogdeliverggoods.
4. Considergthegfollowinggprocessesgthatgyougfrequentlygencountergasgagcollegegstudent.
Describegeachgprocessgandgitsginput,gactivities,gandgoutputs.gWhatgisgbeinggconvertedgorgt
ransformedgingeachgprocess?gWhogaregthegcustomers,gsuppliers,gandgstakeholdersgforgea
chgprocess?
a. Enrollinggingclasses:gClassesgmustgbegscheduledgsogthatgstudentsgcangenrollgingthem,gstud
entsgcommunicategwithgadvisorgaboutgnecessarygclasses,gstudentsgsigngontogwebsitegandgfindgs
uitablegclassesgthatgfitgtogethergintogschedulegforgeachgsemester.gTheginputsgofgthisgprocessgareg
thegstudent’sgandgadministrators’gtimegandgproblemgsolvinggeffort.gThegactivitiesgaregdecisiong
making,gcommunicating,gandgschedulinggsogthatgeveryoneghasgagchancegtogtakegthegclassesgthe
ygwantgeachgsemester.gThegoutputgisgthegstudent’sgschedulegandgenrollmentgintogclasses.gThegs
tudent’sgschedulegisgbeinggtransformed.gThegcustomergisgthegstudent,gthegstakeholdersgaregtheg
professorsgwhoggetgpaidgtogteachgthegcoursesgandgthegbusinessesgthatgwouldglikegtoghiregstuden
tsgoncegtheygcompletegtheirgcourses.gThegsuppliergisgtheguniversity.
12-4
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
ManaginggOperationsgAcrossgthegSupplygChain,g5thgEditiongSwink
Chapterg1-16
Chapterg1
IntroductiongtogManaginggOperationsgAcrossgthegSupplygChain
SuggestedgAnswersgtogDiscussiongQuestions
1. ReviewgFortunegmagazine’sg―MostgAdmired‖gAmericangcompaniesgforg1959,g1979
,g1999,gandgthegmostgcurrentgyear.g(ThegissuegnormallygappearsgingAugustgeachgyear.)
gWhichgcompaniesghavegremainedgongthegtopgthroughoutgthisgperiod?gWhichgonesgha
vegdisappeared?gWhatgdogyougthinkgledgtogthegsurvivalgorgdemisegofgthesegcompanies
?gThegcompaniesgthatghavegstayedgongtopgthroughoutgthisgperiodgaregSouthwest,gBerkshireg
Hathaway,gandgProctorgandgGamble.gUPS,gCocagCola,gandgGEgweregsomegofgthegcompani
es
thatgdisappeared.gThegcompaniesgthatgweregablegtogstaygatgthegtopgofgtheglistgweregthegonesgabl
egtogdealgwithgmajorgchangesgingthegindustrygeasily.gIngordergtogstaygafloatginghardergtimes,gthe
ygweregmanagedgbygpeoplegwhogunderstoodgoperationsgmanagement;gtheyghadgagwinninggvalu
egpropositiongthatgwasgcontinuallygrevitalizedgbygthegintroductiongofgnewgproductsgandgservice
s.gThegcompaniesgthatgdidgnotgstaygatgthegtopgunablegtogmakegthegnecessarygchangesgsogeasily;
perhapsgtheirgoperationsgmanagementgwasgnotgatgthegcalibergofgthegothergcompaniesgablegtogst
g
aygatgthegtopgofgtheglist.
2. Selectgtwogproductsgthatgyoughavegrecentlygpurchased;gonegshouldgbegagservicegandgth
egothergagmanufacturedggood.gThinkgaboutgthegprocessgthatgyougusedgtogmakegthegdecisi
ongtogpurchasegeachgitem.gWhatgproductgcharacteristicsgweregmostgimportantgtogyou?gW
12-1
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
,hatgoperationalgactivitiesgdeterminegthesegcharacteristics?
12-2
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
,Studentganswersgtogthisgquestiongwillgvary.gThegfollowinggisgangexamplegfromgonegstudent:
―TwogproductsgIghavegrecentlygpurchasedgweregagsweatergandgaghaircut.gThegprocessgIgusedgt
ogmakegthegdecisiongtogpurchasegthegsweatergwasgtryinggongthegsweatergingdifferentgcolors,gcon
templatinggthegpurchasegatghome,gwaitinggforgsweatergtoggogongsale,gandgthengpurchasinggit.gT
hegprocessgIgusedgtogmakegthegdecisiongaboutgwheregtoggetgmyghaircutgincludedgresearchinggpi
cturesgofghowgIgwantedgmyghairgtoglook,gaskinggadvicegaboutgwheregtoggogfromgfriends,gresear
chinggonlinegforgreviewsgaboutgstylists,gandggettinggmyghaircutgbygthatgstylist.gIgwantedgtogmak
egsuregbothgproductsgwereggoinggtogsatisfygmegenoughgsogthatgIgwouldn’tgregretgeithergpurchas
e.gIghadgtogbegcomfortablegwithgbothgmygsweatergandgmygnewghairgstyle,gluckilygIgwas!gIgalsog
wantedgbothgmygsweatergandgmyghairgstylegtoglastgforgagwhilegtogmakegthemgworthgthegcost.gT
hegoperationalgactivitiesgthatgdeterminegthesegcharacteristicsgaregthegmanufacturing,gshippingga
ndgsellinggthegsweatergingstores.gIfgthegsweatergwasgpoorlygmadegandgdidn’tgfitgcorrectly,gIgwo
uldgnotghavegpurchasedgit.gIfgitgwasgnotgavailableg(ongthegshelf)gIgcouldgnotghavegpurchasedgit.g
Thegoperationalgactivitiesgthatgdeterminegthegcharacteristicsgofgmyghairstylegaregthegstylistgarri
vinggtogworkgongtimegforgmygappointment,gwashing,gcuttinggandgblowgdryinggmyghairgingagwa
ygthatgIgwasgexpectingg(havinggsufficientgcapacitygsogthatgIgdidgnotghavegtogwaitgtooglong).
SincegmyghairgwasgcutgandgstyledgthegwaygIgrequested,gIgwillgbegreturninggtogthatghairgstylist.
3. Whatgaregthegprimarygoperationsgmanagementgdecisionsgingeachgofgthegfollowin
ggcorporations?
Again,gstudentganswersgwillgvarygbutgmaygincludegthegfollowinggelements.
a. MarriottgHotelsgandgResorts:gHowgtoggreetgandgtreatgcustomersgduringgtheirgstay,gwh
atgservicesgtogsupplygtogcustomers,ghowgtogcheckgcustomersgingsogthatgtheygaregnotgwaiting
for
g
12-3
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
, longgperiodsgofgtimegtoggetgtogtheirgrooms,ghowgtogdealgwithgunhappygcustomersgingordergt
ogkeepgthemgcominggback,ghowgtogmeasuregcustomergsatisfaction.
b. Agprivateggolfgandgtennisgclub:gHowgtogservegcustomersgwhilegplayinggtennis/golfgsogthe
ygcontinuegtogspendgtheirgmoneygandgplaygatgthisgprivategcourse,gwhatgservicesgtogoffergingorde
rgtogkeepgcustomersghappy.gHowgtogbestgmanagegthegfacilitiesgandgtraingemployees.
c. Beng&gJerry’s:gWhatgflavorsgtogmake,ghowgmuchgofgeachgflavorgtogmake,ghowgtogkeepgu
pgwithgdemand,gwhatgsuppliersgtoguse,ghowgtogmeasuregcustomergsatisfaction.
d. ExxonMobilgCorporation:gHowgtogmanagegexploration,gextractiongandgrefinementgo
perationsgeffectivelygandgefficiently.gWhatgservicesgaregtogbegdelivered,ghowgtogkeepgretail
gcustomersghappy,ghowgtogdeliverggoods.
4. Considergthegfollowinggprocessesgthatgyougfrequentlygencountergasgagcollegegstudent.
Describegeachgprocessgandgitsginput,gactivities,gandgoutputs.gWhatgisgbeinggconvertedgorgt
ransformedgingeachgprocess?gWhogaregthegcustomers,gsuppliers,gandgstakeholdersgforgea
chgprocess?
a. Enrollinggingclasses:gClassesgmustgbegscheduledgsogthatgstudentsgcangenrollgingthem,gstud
entsgcommunicategwithgadvisorgaboutgnecessarygclasses,gstudentsgsigngontogwebsitegandgfindgs
uitablegclassesgthatgfitgtogethergintogschedulegforgeachgsemester.gTheginputsgofgthisgprocessgareg
thegstudent’sgandgadministrators’gtimegandgproblemgsolvinggeffort.gThegactivitiesgaregdecisiong
making,gcommunicating,gandgschedulinggsogthatgeveryoneghasgagchancegtogtakegthegclassesgthe
ygwantgeachgsemester.gThegoutputgisgthegstudent’sgschedulegandgenrollmentgintogclasses.gThegs
tudent’sgschedulegisgbeinggtransformed.gThegcustomergisgthegstudent,gthegstakeholdersgaregtheg
professorsgwhoggetgpaidgtogteachgthegcoursesgandgthegbusinessesgthatgwouldglikegtoghiregstuden
tsgoncegtheygcompletegtheirgcourses.gThegsuppliergisgtheguniversity.
12-4
©gMcGrawgHillgLLC.gAllgrightsgreserved.gNogreproductiongorgdistributiongwithoutgthegpriorgwrittengconsentgofgMcGrawg
HillgLLC.
