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Solution Manual for Operations Management
Creating Value Along the Supply Chain 7th Edition
by Russell
full chapter at: https://testbankbell.com/product/solution-
manual-for-operations-management-creating-value-along-the-
supply-chain-7th-edition-by-russell/
1 - Introduction to Operations
and Supply Chain Management

Answers to Questions

1-1. The operations function involves organizing work, selecting processes, arranging layouts, locating facilities,
designing jobs, measuring performance, controlling quality, scheduling work, managing inventory, and
planning production. Operations interacts with marketing in product development, forecasting, production
planning, and customer service. Operations and finance interact in capital budgeting, cost analysis,
production and inventory planning, and expansion and technology plans. Operations and human resources
work together recruiting, training and evaluating workers, designing jobs and working with unions. IT and
operations work together daily on e-commerce, enterprise resource planning and supply chain management
systems.

1-2. a. Operations at a bank involves transferring funds, processing funds, providing checks, cashing checks,
preparing monthly statements, reconciling statements, approving loans, loaning money, keeping track of
loan payments, approving credit cards, and more.
b. Operations at a retail store involves purchasing goods, stocking goods, selling goods, keeping track of
inventory, scheduling workers, laying out the store, locating the store, forecasting demand, and more.
c. Operations at a hospital involves preparing the rooms, scheduling doctors, nurses and other workers,
processing paperwork, ordering supplies, caring for patients, maintaining the facility, laying out the
facility, ensuring quality and more.
d. Operations at a cable TV company involves taking orders, installing equipment, maintaining equipment,
keeping the shows on the air, scheduling work, processing statements and payments, and more.

1-3. Inventions during the industrial revolution brought workers together under one roof in a factory setting where
division of labor and interchangeable parts encouraged the formation of separate worker and management
jobs. Ideas from the scientific management era made work more efficient. Human relations theorists
emphasized the importance of the human element in operations management. The management science era
saw many advances in quantitative techniques and their application. The quality revolution focused
management on meeting customer expectations and emphasized quality over quantity. The Internet brought
numerous opportunities to do work faster and better. It also opened doors to new markets worldwide. Today’s
successful companies compete worldwide for both market access and production resources.

1-4. Competitiveness is the degree to which a nation can produce goods and services that meet the test of
international markets. A country’s competitiveness is measured by its GNP, import/export ratio, and
increases in productivity. Industry competitiveness can be measured by the number of major players in the
industry, average market share, and average profit margin. Measures of a firm’s competitiveness include
market share, earnings per share, revenue growth, and profit margins. The Internet has opened new avenues
 of trade so that more firms compete for a larger, global market. The ease with which consumers can compare
products and prices online has also increased competitiveness.

1-5. Student answers will vary. The information can be accessed directly from the Internet or through the hyperlinks
provided in Chapter 1 of the text’s homepage located at www.wiley.com/college/russell.

1-6. Student answers will vary.

1-7. Students can begin this assignment by accessing Fortune’s homepage and referring to the Fortune 500 or
Global 500 by industry. The leaders in each industry are listed and there is usually some discussion of industry
concerns. Individual data on companies can be found at Hoover’s website (www.hoovers.com).

1-8. Student answers will vary.

1-9. Student answers will vary.

1-10. Student answers will vary. The information can be accessed directly from the Internet or through the hyperlinks
provided in Chapter 1 of the text’s homepage located at www.wiley.com/college/russell.

1-11. The WTO is an international organization that works to establish and enforce rules of trade between nations.
WTO agreements are ratified by the governing bodies of the nations involved. WTO’s dispute settlement
process interprets agreements and rules on violations, thereby avoiding political or military conflict. The group
promotes free trade and more recently, has helped developing nations enter the trade arena on more equitable
grounds. Currently, there are 147 member nations. Membership is achieved by meeting certain environmental,
human rights, and trade criteria, agreeing to abide by the rules of the organization, and being approved by two-
thirds of the existing membership. See www.wto.org

1-12. Student answers will vary. Access www.executiveplanet.com

1-13. Student answers will vary. Access www.transparency.org

1-14. Student answers will vary. Access http://www.justice.gov/criminal/fraud/fcpa/ for basic information.

1-15. Students will find a variety of answers for this question. In general, it is easy to find mission or vision
statements, but more difficult to find evidence of the mission or vision being applied.

1-16. Strategy formulation consists of four basic steps: (1) defining a primary task—what is the purpose of the firm?
What the firm is in the business of doing? (2) assessing core competencies—what does a firm do better than
anyone else? (3) determining order winners and order qualifiers—what wins orders in the marketplace? What
qualifies a product or service to be considered for purchase? (4) positioning the firm—what one or two
important things should the firm choose to concentrate on? How should the firm compete in the marketplace?
Student answers will vary. Most start-ups try too much too soon. It’s difficult to stick with what you do best.

1-17. Core competencies are the essential capabilities that create a firm’s sustainable competitive advantage. They
have usually been built up over time and cannot be easily imitated. For example, First National Bank, one of
our local banks, is known as a risk taker. Its core competence is its ability to size up the potential of investment
opportunities. Through its familiarity with local businesses and its experience in loan making, the bank has
developed the ability to predict which loans are worth taking extra risks.
Bonomo’s, a successful retail store, is known for having just the right item in stock for special occasions.
The store stocks a variety of stylish women’s clothing, but not too much of each style. They specialize in
knowing individual customers and even keep track of evening wear purchases so that no one else at a particular
party will be wearing the same dress.
Toyota emphasizes superior quality at a price below its competitors with its Lexus line of automobiles. To
establish a special reputation for quality over the lifetime of the car, the company set up separate sales and
service facilities. When it is time for servicing, Lexus owners can have their vehicle picked up and delivered
to their home or place of business. The car returns the same day, washed and vacuumed, often with a gift
certificate inside for a night on the town complements of the dealer.

1-18. While the answers to this question vary considerably, most students feel competent in the technical areas of
their major, but uncomfortable with their communication skills (both oral and written) and their ability to make
decisions. This opens the way for more project-oriented assignments from the instructor. The question also
helps students prepare for the inevitable interview question—what are your strengths and weaknesses?
1-19. Order qualifiers are characteristics of a product or service that qualify it to be considered for purchase by a
customer. An order winner is the characteristic of a product or service that wins orders in the marketplace—
the final factor in the purchasing decision.

1-20. a. Most companies approach quality in a defensive or reactive mode; quality is confined to minimizing defect
rates or conforming to design specifications. To compete on quality, companies must view quality as an
opportunity to please the customer, not just as a way to avoid problems or to reduce rework costs. The
manufacturer of Rolex watches competes on quality.
b. Companies that compete on cost relentlessly pursue the elimination of all waste. The entire cost structure
is examined for reduction potential, not just direct labor costs. High volume production and automation
may or may not provide the most cost-effective alternative. Wal-Mart competes on cost.
c. Flexibility includes the ability to produce a wide variety of products, to introduce new products and to
modify existing products quickly, and, in general, to respond to customer needs. National Bicycle
Industrial Company competes on flexibility.
d. Competing on speed requires a new type of organization characterized by fast moves, fast adaptations,
and tight linkages. Citicorp competes on speed.
e. Competing on dependability requires a stable environment, adequate resources, high standards for
performance, and tight control. Maytag competes on dependability.
f. Competing on service requires closeness to the customer, availability of resources, attention to detail, and
flexible operations. Ritz-Carlton competes on service.

1-21. Operations can play two important roles in corporate strategy: (1) it can provide support for the strategy of a
firm (help with order qualifiers), and (2) it can serve as a firm’s distinctive competence (win orders).

1-22. Strategic decisions in operations and supply chain management involve products and services, processes and
technology, capacity and facilities, human resources, quality, sourcing, and operating systems.

1-23. Policy deployment tries to focus everyone in an organization on common goals and priorities by translating
corporate strategy into measurable objectives down through the various functions and levels of the
organization. As a result, everyone in the organization should understand the strategic plan, be able to derive
several goals from the plan, and determine how each goal ties into their own daily activities.

1-24. The balanced scorecard examines a firm’s performance in four critical areas – its finances, customers,
processes and capacity for learning and growing. Although operational excellence is important in all four areas,
the tools in operations are most closely associated with process.

1-25. Student answers will vary.

1-26. Student answers will vary. The balanced scorecard worksheet in Table 2.1 is helpful. Finances might refer to
future income, customers to potential employers who are interested in both grades and experience, processes
to how students will raise their grades and gain experience, and learning and growing to developing skills in
several areas.
Solutions to Problems
1-1. The Blacksburg store is the most productive.

Store Annandale Blacksburg Charlottesville Danville

Sales volume $40,000 $12,000 $60,000 $25,000
Labor hours 250 60 500 200
Productivity $160 $200 $120 $125

1-2. a. Charlottesville is the most productive.

b. Based on productivity, the Blacksburg store should be closed. Other factors to consider include total
revenue, potential for growth, and options for reducing costs.

Annandale Blacksburg Charlottesville Danville

Sales volume $40,000 $12,000 $60,000 $25,000
Labor hours 250 60 500 200
Labor cost/hr $6.75 $6.50 $6.00 $5.50
Rent $1,800 $2,000 $1,200 $800
Productivity $11 $5 $14 $13

1-3. By number, Jim was more productive last year. By weight, Jim was more productive this year.

Last yr This yr
Hours fishing 4 6
Bass caught 12 15
Average weight 20 25
Bass/hr 60 62.5

1-4. Productivity could be measured by total account dollars per hour worked, new account dollars per hour worked
or existing account dollars per hour worked. Bates is the most productive based on total output. Albert and
Duong have the most new accounts, and thus the greater potential returns in the future. However, Duong cannot
work many more hours a week and Bates is only working half time. Bates has the potential to sell more if he
works more hours.

Agents Albert Bates Cressey Duong

New accounts $100,000 $40,000 $80,000 $200,000
Existing accounts $40,000 $40,000 $150,000 $100,000
Labor hours 40 20 60 80
Total $/hr $3,500.00 $4,000.00 $3,833.33 $3,750.00
$ New accts/hr $2,500.00 $2,000.00 $1,333.33 $2,500.00
$ Existing accts/hr $1,000.00 $2,000.00 $2,500.00 $1,250.00

1-5. The U.S. is the most productive.

Labor Hours Units of Output Productivity

U.S. 89.5 136 1.52
Germany 83.6 100 1.20
Japan 72.7 102 1.40

1-6. Omar should probably close the plant in Guadalajara because its multifactor productivity is the lowest, its labor
productivity is the second lowest, and its output is the least of the four plants.
 Units (in 000’s) Cinncinnati Frankfurt Guadalajara Bejiing
Finished goods 10,000 12,000 5,000 8,000
Work-in-process 1,000 2,200 3,000 6,000

Costs (in 000’s)

Labor costs $3,500 $4,200 $2,500 $800
Material costs $3,500 $3,000 $2,000 $2,500
Energy costs $1,000 $1,500 $1,200 $800
Transportation costs $250 $2,500 $2,000 $5,000
Overhead costs $1,200 $3,000 $2,500 $500

Labor productivity 3.14 3.38 3.20 17.50

Total productivity 1.16 1.00 0.78 1.46

1-7. Hall is the most productive in terms of rushing yards and touchdowns per carry. However, Dayne has highest
number of rushing yards and touchdowns. Using “carries” as the input variable skews the results. Productivity
is not always the best measure of performance.

Candidates Hall Walker Dayne

Rushing yards 2,110 3,623 6,925
# Carries 105 875 1,186
# Touchdowns 15 20 70

Yards/carry 20.10 4.14 5.84

Touchdowns/carry 0.14 0.02 0.06

1-8. Productivity decreases from week to week.

Installation 1 2 3
Square Yards 1,225 1,435 2,500
# workers 4 3 5
# hours 3 5 6
Square yds/hr 102.08 95.67 83.33

1-9.

Center 1 2 3 3c.
Pieces processed 1,000 2,000 3,000 5,000
Workers/hr 10 5 2 2
Hourly wage rate $5.50 $10 $12 $12
Overhead/hr $10 $25 $50 $80
Multifactor productivity 15.38 26.67 40.54 48.08

a. Work center # 3 is the most productive.

b. With a 10% raise in center 1, productivity goes down to 14.18 pieces per dollar spent.
c. With new equipment in center 3, productivity goes up to 48 pieces.
Install the new equipment.

1-10. Material productivity is stable over the 4 weeks. Labor productivity increases in week 2 and decreases in
weeks 3 and 4.
 Week 1 2 3 4
Units of output 2,000 4,000 5,000 7,000
# workers 4 4 5 6
Hours per week 40 48 56 70
Labor cost per hour $10 $10 $10 $10
Material (lbs.) 286 570 720 1,000
Material cost per lb. $4 $4 $4 $4

Labor productivity 1.25 2.08 1.79 1.67

Material productivity 1.75 1.75 1.74 1.75
Multifactor productivity 0.73 0.95 0.88 0.85

1-11. John is the most productive.

Jake Josh Jennifer John

# ads sold 100 50 200 35
# hours spent 40 15 85 10
Output/hr 2.50 3.33 2.35 3.50

1-12. Choose Cold Case.

Alaskan Brr Cold Deep

Seal Frost Case Freeze
Purchase cost
$3,270 $4,000 $4,452 $5,450
Daily energy consumption (kwh) 3.61 3.88 6.68 29.07
Cost per kwh
$0.10 $0.10 $0.10 $0.10
Daily energy cost $0.36 $0.39 $0.67 $2.91
Daily purchase cost $2.99 $3.65 $4.07 $4.98
Total cost $3.35 $4.04 $4.73 $7.88
Volume (cu ft) 25 35 49 79
Productivity (cu ft/$) 7.47 8.66 10.35 10.02
Cost/cu ft $0.13 $0.12 $0.10 $0.10
CASE SOLUTION 1.1: Visualize This

1. It is difficult to follow the four steps of strategy formulation for this case. Students will be able to easily
identify VT’s core competency but will struggle with its primary task, and without a product, it’s impossible
to determine an order winner and order qualifiers. “Developing the next generation of visualization tools” is
probably not a marketable task. Students will come up with a variety of ideas from their Internet search.

2. Student answers will vary depending on how the primary task is derived in question 1.

3. That’s the crux of the problem for this case. Isaac needs to find a way to keep his business going to obtain
the capital to pursue his dream. Great for class discussion.

4. (1) and (3) are more in keeping with VT’s earlier projects but require more hardware and do not promise
future business. (2) is the most time-consuming, least challenging, but most sustainable. (4) and (5) are the
most lucrative but do not advance VT’s knowledge of the field.

5. The selection of projects should reinforce the strategy determined by the student. This case is based on an
actual situation. The company chose projects (1) and (3). The museum job consumed so much time and
resources that the company had to turn down the bank training job. Without a “product” and no immediate
repeat business, the company folded and the owner went back to academe. A student took on project (5),
became quite successful and now has operations in three states.

CASE SOLUTION 1.2: Whither an MBA at Strutledge?

1. The board of Regents should look at the proposal carefully and identify first what they are trying to achieve
with this new program. If the program fits within their mission, and if they have the resources to pursue it,
they need to assess the likelihood of their success or failure. It doesn’t appear that the board has sufficient
information or insight to make the decision. A lot of questions remain. The focus of the program (i.e.,
interdisciplinary, problem solving, etc.) doesn’t seem like much of a focus at all. The desire to “try anything”
to get more students is troublesome. A new program that Strutledge can’t support would damage their
reputation. Strutledge needs to gather more information before a decision can be made.

2. Strutledge should go through the process of identifying its primary task. This would include the type of
students it wishes to serve and their future role in society (i.e., community, state, regional, national, global).
A clear assessment of Strutledge’s core competence is also needed. What special resources does the college
have? What is it best known for? How does it compare to other institutions of similar size and mission?

After those issues have been settled, the college needs to find out what its customers (i.e., students) look for
when deciding where to go to school. What are some basic requirements that Strutledge should meet (i.e.,
order qualifiers)? What factor prompts the final determination of which school to attend (i.e., order winner)?
If, as is hinted in the case, the ability to find employment upon graduation is important to prospective students,
then the college should gather information from potential employers about their needs. It may very well be
that an MBA program is needed in the area, but this needs to be determined from data. Only after the
determination has been made, that the area needs another MBA program, should Strutledge explore the
possibility of providing it. If the college concludes that it has the skills and resources necessary to pursue the
task, then it should try to position itself properly in the market and find a special niche for its particular MBA
program.

CASE SOLUTION 1.3 – Weighing Options at the Weight Club

A Balanced Scorecard for the Weight Club

 Dimension Objectives Key Performance Indicator Goal
Generate revenue for first-
Revenue % increase in revenue 30%
Finances
class facility

Growth Attract new customers % increase in customers 25%

Meet or exceed customer

Quality % customers satisfied 100%
Customers

needs

Build sustainable customer

Retention % membership renewals 75%
base

Incr. participation in
# exercise classes/week 12
exercise classes
Fitness
Increase use of personal
# client hours/week 100
trainers
% participation in customer
75%
Processes

Enhance client experience orientation

Client services # massage appointments/week 200
Time required for check-in 1 min
Facilitate use of services
Hours of child care/week 90%
% fully operational 95%
Maintain equipment in top
Equipment maintenance % on regular maintenance
working condition 60%
schedule
% new classes 25
Learning & Growing

Program development Develop professional staff

# innovative suggestions 30
% equipment new or updated 100%
Provide first-class facilities
Facility development Months until facility expanded/
and equipment 6
renovated
Develop management and
Organizational development # persons on Board of Directors 6
administrative skills
# full-time managers 3
Another random document with
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 When aunt Abby and Julia came back with the eggs, the flies were
stealing the sugar and the kittens were lapping the milk from the pan.
I wonder if those kittens told their mother that Ellen gave each of
them a rap on the ear.
 CHAPTER V.
A VISIT.

One morning Mr. Cary and uncle Benjamin started for a long day’s
ride.
When her papa kissed Julia good-by, tears came in her eyes.
“My heartache will come back again,” she said.
But work is a good thing for a sad heart, and aunt Abby had plenty
of that for Julia. There were a hundred babies in feathers, out of
doors, which Julia liked to feed. For breakfast, dinner, and supper,
and for lunches between, Julia carried them food in a tin pail.
There were turkeys, chickens, and ducks.
When they saw aunty and Julia and the tin pail coming, they knew
they should be fed. So out of the coops came chickens and turkeys,
peeping and chirping like little birds. And up from the little pond
waddled the tiny ducks. It was fun to see how fast they came; how
they tumbled down and hopped over one another in a hungry
scrabble.
Aunt Abby thought Julia would not miss her dear father so much if
she were with Anne and Rose. So after dinner they went to visit
them.
 The little girls had but few playthings, but the kitten made fun
enough for them. Anne had already taught her puss to play with a
string.
Before tea was quite ready for the grown folks, Anne and Rose
took a box of very small dishes out on the grass, and set a table of
their own. Their mamma gave them a part of each dish she had for
her own guest, which made a nice feast.
They laughed and ate a great deal, and drank a great many cups
of tea. But as the most of their tea came out of the milk-pitcher, and
the rest from the teakettle, it did not keep either of them awake that
night.
They had romped so hard, that soon after tea aunt Abby thought
best for Julia to say “Good-night,” and each of the little tea-drinkers
was soon asleep.
Julia told her papa the next day about her good visit, and said she
chased those same kittens all night. Aunt Abby said that was
because she had been so wild, and had got so tired.
 CHAPTER VI.
JULIA AND PUSSY GO HOME.

One morning Julia was riding with her uncle, when they passed
Anne and Rose on their way to school. Anne’s kitten had followed
them so slyly, it was not seen till they were near the schoolhouse
door.
Uncle Benjamin bade them teach the puss its a-b-cs.
 “Good-by!” said Julia. “I am going home to-morrow.”
Anne and Rose were sorry they could not see this dear little friend
again.
The next morning, when Julia awoke, Ellen had the bags and
baskets ready to take home again. No, not quite ready, for one
basket was to hold the kitten, and Ellen called Julia to get up and
catch it, to be in time for their journey.
Kitty seemed to know they wanted to take her away from her
mother and sister pussy, and she tried to keep out of their way.
 But Charley and Johnny were as cunning as she, and caught her
at last.

Ellen said puss had gone in the pantry. Charley peeped in, but did
not see her. He heard a stir of the paper on the shelf, and stood still
at the door. He saw a mouse leap off the shelf, and before he could
hit it with his cap, it had run into a hole in the floor, and got out of the
way of boy and kitten; for kitty jumped from behind the flour-barrel
where she had hid, and Charley caught her.
 Johnny held the basket while Charley put her in it. Then Ellen tied
the cover down. Julia had put in that basket some bits of meat for
kitty’s lunch; and in another she had a bottle of milk and Johnny’s old
tin cup, to give puss a drink while on the boat.
But before the carriage was out of the lane, the kitten was out of
the basket, and everybody saw her wildly running back to the woods.
“My kitty! O my kitty! I can never go without her!” cried Julia.
“Here, Johnny!” shouted uncle Benjamin, as he turned his horses
round, “you and Charley scamper after that kitten.”
The boys leaped over the stone wall.
“But this will make us late for the boat,” said Mr. Cary.
“Wont the cars do as well? I can’t bear to let the little girl go
without the kitten that was so ‘pesshus.’”
They drove back to the shade of the willow-tree by the gate. Aunt
Abby had stood there watching them. She said if kitty did not come
back soon, they must wait for her and take to-morrow’s boat. But
then they heard the boys shout, and soon the funny fellows came out
of the woods with the runaway.
Papa Cary tied the cover this time, and puss was surely fast.
Again the loving good-bys were said under the old willow, and
Julia could not tell if she were most glad or sorry to start for home.
Kitty did not get overboard. She drank a cup of city milk—poor
thing!—at bed time, beside the bed Julia and Ellen made for her in
the storeroom, where, cook said, there were plenty of mice.
 CHAPTER VII.
AT HOME.

Julia loved the kitten, and the kitten loved Julia. Once more the
halls rang with the little girl’s merry laugh.
Puss learned some smart tricks.
Mr. Cary showed Julia how she might teach the kitten to jump
through her arms.
Clasping her little hands, and holding her arms out like a hoop,
she would kneel on the floor. Puss would step over her hands, held
so low. Then Julia held her arms up a little; and soon the kitten could
hop through this pretty hoop. By-and-by Julia could stand up, and
the kitty would come when she called “Puss! puss!” and jump
through her arms, which was a pretty sight.
Ellen, too, grew fond of puss, and was very kind to her. She would
play with Ellen’s spools of thread, and roll about her ball of mending-
cotton, while the good nurse sat sewing with Julia beside her.
So this simple kitten, one of the humblest of God’s creatures,
helped to make poor motherless Julia a happy child.
 Transcriber’s Notes

pg 42 Changed: My heartache will come baek again

to: My heartache will come back again
 *** END OF THE PROJECT GUTENBERG EBOOK JULIA CARY
AND HER KITTEN ***

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