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Chapter 1
Introduction to Managing Operations Across the Supply Chain
1. Review Fortune magazine’s “Most Admired” American companies for 1959, 1979,
1999, and the most current year. (The issue normally appears in August each year.)
Which companies have remained on the top throughout this period? Which ones have
disappeared? What do you think led to the survival or demise of these companies?
The companies that have stayed on top throughout this period are Southwest, Berkshire
Hathaway, and Proctor and Gamble. UPS, Coca Cola, and GE were some of the companies
that disappeared. The companies that were able to stay at the top of the list were the ones able
to deal with major changes in the industry easily. In order to stay afloat in harder times, they
were managed by people who understood operations management; they had a winning value
proposition that was continually revitalized by the introduction of new products and services.
The companies that did not stay at the top unable to make the necessary changes so easily;
perhaps their operations management was not at the caliber of the other companies able to stay
2. Select two products that you have recently purchased; one should be a service and the
other a manufactured good. Think about the process that you used to make the decision
to purchase each item. What product characteristics were most important to you? What
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Student answers to this question will vary. The following is an example from one student:
“Two products I have recently purchased were a sweater and a haircut. The process I used to
make the decision to purchase the sweater was trying on the sweater in different colors,
contemplating the purchase at home, waiting for sweater to go on sale, and then purchasing it.
The process I used to make the decision about where to get my haircut included researching
pictures of how I wanted my hair to look, asking advice about where to go from friends,
researching online for reviews about stylists, and getting my haircut by that stylist. I wanted to
make sure both products were going to satisfy me enough so that I wouldn’t regret either
purchase. I had to be comfortable with both my sweater and my new hair style, luckily I was! I
also wanted both my sweater and my hair style to last for a while to make them worth the cost.
The operational activities that determine these characteristics are the manufacturing, shipping
and selling the sweater in stores. If the sweater was poorly made and didn’t fit correctly, I
would not have purchased it. If it was not available (on the shelf) I could not have purchased it.
The operational activities that determine the characteristics of my hairstyle are the stylist
arriving to work on time for my appointment, washing, cutting and blow drying my hair in a
way that I was expecting (having sufficient capacity so that I did not have to wait too long).
Since my hair was cut and styled the way I requested, I will be returning to that hair stylist.
3. What are the primary operations management decisions in each of the following
corporations?
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© 2020 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
Chapter 01 - Introduction to Managing Operations Across the Supply Chain
Again, student answers will vary but may include the following elements.
a. Marriott Hotels and Resorts: How to greet and treat customers during their stay, what
services to supply to customers, how to check customers in so that they are not waiting for long
periods of time to get to their rooms, how to deal with unhappy customers in order to keep
b. A private golf and tennis club: How to serve customers while playing tennis/golf so they
continue to spend their money and play at this private course, what services to offer in order to
keep customers happy. How to best manage the facilities and train employees.
c. Ben & Jerry’s: What flavors to make, how much of each flavor to make, how to keep up
operations effectively and efficiently. What services are to be delivered, how to keep retail
4. Consider the following processes that you frequently encounter as a college student.
Describe each process and its input, activities, and outputs. What is being converted or
transformed in each process? Who are the customers, suppliers, and stakeholders for
each process?
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© 2020 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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262. «Quando osservavamo con insultante dispregio que’ secoli che ci
trovarono servi e ci lasciarono uomini, non somigliavamo a persona che
siasi dimenticata della famiglia e de’ primi suoi anni? Or ne troviamo la
ricordanza; e senza ribramarlo, perchè il passato compì la sua
destinazione, e l’avvenire deve crescere per esso non già con esso, non
possiamo che ammirare secoli di tanta vita, ecc.» Epoca xii, p. 334.
263. Pur dianzi un giornale grave contrapponeva a giudizj da noi dati nella
presente opera, i giudizj portati da Lamartine nel Cours familier de
littérature; e un giornale leggero riproduceva questo parallelo,
applaudendovi.
269. Teme che la Russia ci mandi per Odessa i grani, sicchè i paesi d’Italia si
cambierebbero in deserti. Nuovo prospetto, tom. v. p. 127 e Filosofia
della statistica, tom. ii. p. 159.
270. «Il dazio sulle importazioni delle manifatture estere è ottimo finchè le
fabbriche nazionali bambine devono lottare colle estere adulte».
Filosofia della statistica, Arti e mestieri.
281. Nel 1874 si pronunziò una divisione fra gli economisti italiani: gli uni
volendo l’assoluta astensione dello Stato nelle ragioni economiche, gli
altri ammettendone, anzi credendone necessaria una moderata
ingerenza.
283. Messedaglia, Levi, Mora, Zanini, Boccardo, Leone Carpi, Luzzato, ecc.
285. Ora si sta eseguendo una nuova triangolazione di tutta la penisola, sotto
la presidenza del padre Secchi.
286. Il Governo italiano gli commise nel 1811 il più gran telescopio che
ancora si fosse veduto in Italia. Il fisico Gualtieri di Modena ne pretese il
merito, e ne fabbricò uno più grande, cioè di undici piedi di fuoco e nove
e mezzo d’apertura, che darà luce doppia di quello d’Herschel.
291. Accenniamo fra le sue scoperte quella del piccolo verme entro le perle
degli unio e degli anodonti, dalla cui molestia crede originata la preziosa
concrezione.
292. È curioso a notare che erano preti anche i più di quelli che, nel secolo
passato, ridestavano l’agricoltura in Toscana: il pievano Paoletti, il
parroco Landeschi, il preposto Lastri, gli abati Lupi, Lami, Manetti,
Giovan Gualberto Franceschi, l’arcidiacono Giuseppe Albizzi, il canonico
Zucchini, il monaco Soldani, e a tacer altri, il canonico Ubaldo
Montelatici che nel 1753 fondava l’accademia de’ Georgofili. Così
canonico era il Guasco agronomo piemontese, abati il Genovesi e lo
Scrofani e molti della Società patriotica a Milano.
293. L’uso dell’acqua come rimedio esterno è raccomandato anche dal Nessi
medico comasco (1741-1820), che diede un buon corso d’ostetricia.
295. Il bellunese Zanon pretende ora di saper dare solidità lapidea alle
sostanze animali, mentre Gorini crede poterne mantenere la morbidezza
e le altre qualità fisiche.
296. Alla confutazione che fino dal principio del secolo ne faceva il Moreschi,
professore d’anatomia a Bologna, è messa quest’epigrafe tolta dal
Menkenio, che proverebbe già da un pezzo conosciuta quella teoria:
Quis nescit nostris temporibus extitisse plures, qui novam quamdam
artem exploratoriam commenti, intimos mentis humanæ recessus
perreptarunt, et iræ, avaritiæ, cupiditatis nunc semiuncium, nunc assem
deprehendisse sibi visi sunt?
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