Instructor’s Manual/Solutions Manual – OSCM2e – Collier/Evans – C1 Operations Management and Value Chains The first chapter introduces students to the basic concepts of operations management and value chains in both goods-producing and service-providing organizations. We explain the importance of OM, what operations managers do, the differences between goods and services, the concept of value, customer benefit packages, differences between value and supply chains, value chain frameworks, historical developments of OM, and current challenges. Questions are provided in two categories: 1. Review questions 2. Discussion questions and experiential activities There are no computational or Excel-based problems and exercises. While analytics and big data are discussed in the historical developments section, there are no computational or Excel-based problems or exercises in this chapter. Exhibit 1.14 summarizes Excel spreadsheet templates available on MindTap that will be used in the rest of the book. The chapter has three cases: 1. Mickey Mouse: To Talk or Not? is the first case study. It focuses on service operations, service encounters, and job and process design. 2. Zappos: A Subsidiary of Amazon allows students to consider what operations and logistic managers do in a modern supply chain. 3.The integrative case study, Hudson Jewelers, with case assignment questions in all chapters, requires the student to characterize the jewelry store in terms of one of three value chain frameworks, research major diamond producers and their sustainability practices, and write a short paper on “blood or ethical diamonds, and how this fits with social sustainability and the role operations and supply chain managers.
KEY TERMS Biztainment is the practice of adding entertainment content to a bundle of goods and services in order to gain competitive advantage. Business analytics is a process of transforming data into actions through analysis and insights in the context of organizational decision making and problem solving. A customer benefit package (CBP) is a clearly defined set of tangible (goods content) and intangible (service-content) features that the customer recognizes, pays for, uses, or experiences. 1