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Solution Manual for Operations Management: Sustainability
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Solution Manual for Operations Management: Sustainability
and Supply Chain Management, 13th Edition, Jay Heizer,
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Operations Management 13th Edition
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CHAPTER 02
COMPETITIVENESS, STRATEGY, AND PRODUCTIVITY
Teaching Notes
The topics covered in this chapter can be used to help get your course in OM off to an interesting start.
Most of your students are aware that U.S. firms are having a difficult time competing with foreign firms
in both the domestic and international markets. Many of them have grown up using products produced by
foreign firms on an everyday basis and they have developed a great deal of respect for the quality of their
products. Students are probably as familiar with names like Minolta, Honda, Toyota, Sony, BP Oil, Nestlé
& BIC as they are with Ford, GM, GE, IBM, Texaco, Hershey, and Parker.
I think students will relate to the fact that companies must be productive to be competitive and that to be
competitive they must have some well thought out approach, plan, or strategy on how to achieve this
position. In other words, students will be able to understand why it is important to learn what productivity
really is, how we measure it, what factors affect it, and how firms can improve their productivity.
Students will become aware that business firms compete with each other in a variety of ways and will
study the key competitive factors, which are of primary concern in today’s global business environment.
Finally, the students will focus on operations strategy with special attention being given to some of the
newer strategies based on quality, time, and lean production systems.
Reading: Why Productivity Matters
1. Higher productivity relative to competitors is very important for a nation because it provides the
nation with a competitive advantage in the marketplace. Productivity increases add value to the
economy while controlling inflation. In addition, higher productivity provides the basis for a
sustainable long-term growth in the economy. It allows companies to undercut competitors’
prices to improve their market share or to realize higher profit margin at the same price level.
Relative higher productivity also makes it more difficult for foreign companies to compete.
2. In general, service jobs have lower productivity than their manufacturing counterparts do because
service productivity is very difficult to measure and, consequently, difficult to improve. In many
cases, service jobs include intellectual activities and a high degree of variability, which makes
productivity improvements difficult to achieve. Manufacturing jobs, on the other hand, lend
themselves to productivity improvements mainly because they are able to utilize computer-based
technology such as robotics to increase worker productivity.
3. Higher productivity allows companies to undercut competitors’ prices to improve their market
share, or to realize higher profit margin at the same price level. Relative higher productivity also
makes it more difficult for foreign companies to enter a new market because it is difficult for
them to compete against companies that have relatively higher productivity.
Reading: Dutch Tomato Growers Productivity Advantage
1. The factors that enable Dutch tomato growers to achieve much higher productivity than Italian
and Greek growers include the following:

Computerized, climate controlled greenhouses and soil spun from basalt and chalk that allow for
precise control of humidity and nutrition and enable growers to produce their crops year round.

2. The Dutch growers’ supply chain is an important factor because a Dutch trading company works
closely with supermarket chains in Europe so that farmers are able to sell their output in high
volume, which enables Dutch farmers to match supply and demand closely.
Answers to Discussion and Review Questions
1. They would be helpful in the sense that they would give U.S. manufacturers time to step up the
use of industrial robots and other measures, which would make them better able to compete in
domestic and world markets. The higher profits possible from reduced competition or higher
prices on foreign cars could be used for research and development costs. Possible pitfalls include
higher prices and less choice, which U.S. consumers would have to endure, and the possibility
that U.S. companies would not use this as an opportunity to improve, but merely as a crutch.
From the Japanese standpoint, they would be penalized for doing what many would see as a good
job.
2. Business organizations compete with one another in a variety of ways. Key among these ways are
price, quality, product differentiation, flexibility, and delivery time.
3. Characteristics such as price, quality, delivery speed, delivery reliability all can be order
qualifiers or order winners. It is important to determine the set of order qualifier and order winner
characteristics so that companies can emphasize or de-emphasize a given characteristic based on
its classification of importance. Marketing must play a major role in determining order qualifiers
and order winners. In classifying order winners and order qualifiers, marketing and operations
must work together to match the market needs with the operational capability of the firm.
4. One store that many of us shop at is Wal-Mart. In the last decade, Wal-Mart has been growing
steadily and gaining market share. There are numerous reasons why Wal-Mart has been
successful in a very competitive market. Wal-Mart’s ability to provide a very wide variety of
goods with reasonable prices gives the company a competitive edge. Another reason involves the
firm’s ability to integrate various aspects of its operations with suppliers. In other words,
successful supply chain management provides Wal-Mart with another competitive advantage.
Many of us travel around the country and the world and stay at various hotels/motels. One of the
hotel chains that has been successful is Super 8. The company is able to compete successfully
because it is able to offer a safe, clean overnight stay at very reasonable prices in small markets.
The specific tactics followed by the company are consistent with the basic niche that the company
has carved out for itself.
5. The B alanced Scorecard is a top-down management system that helps managers focus attention
on strategic issues related to finance, internal processes, customers, and learning and growth.
6. Strategy is the basic approach used by an organization to achieve its goal. Tactics are the methods
and actions that are taken to accomplish strategies and carry out operations.
7. Organization strategy provides the overall direction for the organization and is broad in scope,
e.g., low cost, scale-based strategies, specialization, newness, flexible operations, high quality,
service, or sustainability. Operations strategy is narrower in scope, dealing primarily with the
operations aspect of the organization. Operations strategy must be consistent with organization
strategy and deals with products, processes, methods, operating resources, quality, costs, lead
times, and scheduling.

8. Time-based strategies are approaches that focus on reducing the time needed to conduct the
various activities in a process. The rationale is that by reducing time, costs are generally lower,
productivity is higher, quality tends to be higher, product innovations appear on the market
earlier, and customer service is improved. Examples of time-based strategies include reductions
in any three of the following: planning time, product/service design time, processing time,
changeover time, delivery time, or response time for complaints.
9. a. Productivity is the ratio of output to input.
b. Productivity measures are used to judge the effective use of resources by countries,
companies, and units within companies.
c. High productivity rates relative to competitors can mean competitive advantages for
companies. For countries, high productivity rates can reduce the risk of inflation and generate
high standards of living for the country as a whole.
d. Operations.
e. Efficiency relates to a fixed set of tools or conditions. Productivity is wider in scope.
Efficiency can be improved by better use of existing labor and equipment. Productivity can
be improved by changing work methods, but also by changing equipment or conditions. The
example of cutting grass with a pair of scissors is a good one: An efficiency approach would
focus on the best way to use the scissors; a productivity approach would focus on use of a
lawn mower. Note: Use of a mower, while more productive than the use of scissors, still may
have room for improvement in its efficiency.
10. Factors affecting productivity include the following: Methods, capital, quality, technology, and
management.
Ways productivity can be improved include the following: Using productivity measures for all
operations; eliminating bottlenecks; soliciting ideas from workers; forming work teams; studying
other firms; reexamining work methods; establishing reasonable goals for improvement;obtaining
support from management; measuring, rewarding, and publicizing improvements; and finally, not
confusing productivity with efficiency because productivity is a much broader concept than
efficiency is.
11. The Japanese worker is probably working smarter, if not harder, than U.S. workers are. By
working smarter, we mean the Japanese are using more productive work methods than American
workers are. One way that the Japanese accomplish this is by using time-based strategies that
focus on reducing the time needed to accomplish various tasks. Some of the areas in which their
organizations benefit from time reduction are planning time, design time, processing time,
changeover time, delivery time, and response time for complaints.
12. It appears that Boeing can concentrate on selling its smaller airplanes in larger volumes to smaller
airline companies. The advantage of producing smaller airplanes is the fact that Boeing can
produce relatively large quantities at a lower cost. The disadvantage of producing smaller
airplanes is that most likely, the profit margin is less and larger quantities must be sold to
generate the same income as when smaller quantities of larger airplanes are produced. The
advantage of producing larger airplanes is that most likely the profit margin is higher and the
Airbus Company can afford to produce a smaller quantity of large airplanes to generate the same
income as when larger quantities of smaller airplanes are produced by the rival company.
13. a. Interest rate on savings.
b. Interest rate on checking and CDs.

c. Loan rates.
d. Quick loan application processing.
e. No fees or low fee values (free checking, no or low ATM fees).
f. Number of branches and locations to make it more convenient for the customers.
g. Free on-line banking.
h. Extended hours of service.
i. Extra services.
j. Lower minimum deposit before charging a service fee.
14. Technology usually works best when processing requirements are uniform. Therefore, reducing
the variability provides more opportunities for implementing technology.
15. Answers will vary. Examples of companies with time based-strategies include fast-food
restaurants, overnight package delivery companies, and universities offering undergraduate
degrees in less time than the standard four years. Companies with quality-based strategies include
high-end hotels, manufacturers of luxury automobiles, and high-end retailers.
Taking Stock
1. Top and senior management should be involved in formulating organizational strategy. However,
the opinions of middle and lower management people should be sought in developing
organizational strategy.
2. Competitive trade-offs that may arise in a fast-food restaurant includeprice vs. quality and cost vs.
customer service. (If we have too few cashiers, customer waiting time will increase and
subsequently the service level will decrease. On the other hand, if we have too many cashiers, the
server idle time will increase, which in turn will result in unnecessarily high labor costs and lower
productivity.)
3. a. Technology can improve competitiveness by improved product and service offerings, more
efficient processing, a better Web site, more efficient order processing, better communication,
easier and more effective coordination of supply chains, automatic billing, and automatic
error checking.
b. Computers and the related automation of various company or manufacturing functions and
the Internet can assist in improving productivity by reducing processing time for activities.
Critical Thinking Exercises
1. The ―productivity paradox‖ refers to massive investment in information technology that occurred
in the latter part of the last century that did not appear to result in productivity gains. However,
since that time, there have been consistent annual gains in productivity, perhaps due, in part, to
the IT investments.
2. The automated processing would give a much higher labor productivity ratio than the manual
processing would. We could use multifactor productivity as a more meaningful measure.

Week Crew Size Yards Installed
Labor Productivity per
Worker
1 4 96 24 yards
2 3 72 24
3 4 92 23
4 2 50 25
5 3 69 23
6 2 52 26
3. Focusing solely on efficiency may result in overlooking potential major productivity gains that
could be achieved by altering inputs rather than simply refining methods to achieve relatively
modest gains.
4. Although sending a note to Dom’s boss might be perceived by some as disloyal, Sam would be
doing the right thing for the rest of the employees. If Sam waits until Dom’s unethical behavior is
discovered, the result could be very negative for the rest of the employees.
5. Student answers will vary (see Chapter 1 for examples).Other examples could include any two of
the following:
a. Discontinuing safety training to save on training costs and boost the company’s share price
would violate the Utilitarian Principle due to the increased potential for worker accidents.
b. Requiring buyers within a company to purchase materials illegally would violate the Rights
Principle due to the unethical nature of the buying process imposed upon the buyers.
c. Awarding a bid to a friend’s company that was not the lowest cost bidder would violate the
Fairness Principle due to the different standards applied to bidders.
d. Refusing to invest in equipment to mitigate hazardous waste from an operations process
would violate the Common Good Principle due to the risk of increased pollution in the
community.
e. A company’s publicist making derogatory, false statements about a competitor’s products
would violate the Virtue Principle due to the lack of honesty in those statements.
Solutions
1. a. Anniversary = 300 / 8 = 37.5 meals/worker; Wedding = 240 / 6 = 40 meals/worker.
b. Possible reasons are differences in the menu, number of courses, time of day, facilities,
and worker skills/experience.
2.
Notes:
Labor Productivity per Worker = Yards Installed / Crew Size
We can determine the Average Labor Productivity per Worker for each crew size as follows:

Crew Size of 2: (25 + 26) / 2 = 25.5
Crew Size of 3: (24 + 23) / 2 = 23.5
Crew Size of 4: (24 + 23) / 2 = 23.5
A crew size of 2 seems to work best with an Average Labor Productivity per Worker = 25.5 yards
installed per worker.
3.
Week Output
Number
of
Workers
Material
(lbs.)
Labor
Cost
Overhead
Cost
Material
Cost
Total
Cost MFP
1 30,000 6 450 2,880 4,320 2,700 9,900 3.03
2 33,600 7 470 3,360 5,040 2,820 11,220 2.99
3 32,200 7 460 3,360 5,040 2,760 11,160 2.89
4 35,400 8 480 3,840 5,760 2,880 12,480 2.84
Notes:
Labor Cost = Number of Workers x 40 hours x $12/hour
Overhead Cost = Labor Cost x 1.50
Material Cost = Material (lbs.) x $6/lb.
Total Cost = Labor Cost + Overhead Cost + Material Cost
Multifactor Productivity (MFP) = Output / Total Cost (rounded to two decimals)
Multifactor productivity dropped steadily from a high of 3.03 to a low of 2.84.
4. a. Prior to Buying New Equipment:
Labor Productivity = Carts per Worker per Hour = 80 / 5 = 16 Carts per Worker per
Hour.
After Buying New Equipment:
Labor Productivity = Carts per Worker per Hour = (80 + 4) / (5 – 1) = 84 / 4 =
21 Carts per Worker per Hour.
b. Prior to Buying New Equipment:
Multifactor Productivity = Carts per Dollar (Labor + Equipment)
Labor = 5 workers x $10/hour = $50/hour
Equipment = Machine Cost = $40/hour
Multifactor Productivity = 80 carts / ($50 + $40) = 0.89 Carts per Dollar (rounded to
two decimals)
AfterBuying New Equipment:
Multifactor Productivity = Carts per Dollar (Labor + Equipment)
Labor = 4 workers x $10/hour = $40/hour
Equipment = Machine Cost = $40/hour + $10/hour = $50/hour
Multifactor Productivity = 84 carts / ($40 + $50) = 0.93 Carts per Dollar (rounded to
two decimals)
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Amount of Good Product Produced = Amount In x (1 – Scrap Rate)
Re-arranging terms:
Amount In = Amount of Good Product Produced / (1 – Scrap Rate)
Amount In = 72 pieces per hour / (1 – 0.10) = 72 pieces per hour / (0.90) =
80 pieces per hour.
Without Scrap:
The output could be 80 pieces per hour.
The increase in productivity would be 80 – 72 = 8pieces per hour.
This would amount to a% productivity increase of: (80 – 72) / 72 = 11.11% (rounded to two
decimals).
160 units
6. Current period productivity =
40 hours
 4.00 units / hour (rounded to two decimals)
138 units
Previous period productivity =  3.83units / hour (rounded to two decimals)
36 hours
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7. a. Labor Productivity and Multifactor Productivity for Each Unit
Unit Employees
Customers
per Day
Labor
Cost
Overhead
Cost
Material
Cost
Total
Cost
Labor
Productivity
MFP (2
decimals)
MFP (3
decimals)
A 4 36 800 800 180 1,780 9.00 0.02 0.020
B 5 40 1,000 1,000 200 2,200 8.00 0.02 0.018
C 8 60 1,600 1,600 300 3,500 7.50 0.02 0.017

D 3 20 600 600 100 1,300 6.67 0.02 0.015
Notes:
Labor Cost = Employees x 8 hours x $25/hour
Material Cost = Customers x $5/customer
Labor Productivity = Customers per Day / Employees (rounded to two decimals)
Multifactor Productivity (MFP) = Output / Total Cost (shown rounded to two decimals & three decimals
above)
b. Labor Productivity and Multifactor Productivity for Each Unit (each employee is able
to process one additional customer per day)
Unit Employees
Customers
per Day
Labor
Cost
Overhead
Cost
Material
Cost
Total
Cost
Labor
Productivity
MFP (2
decimals)
MFP (3
decimals)
A 4 40 800 800 200 1,800 10.00 0.02 0.022
B 5 45 1,000 1,000 225 2,225 9.00 0.02 0.020
C 8 68 1,600 1,600 340 3,540 8.50 0.02 0.019
D 3 23 600 600 115 1,315 7.67 0.02 0.017
Notes:
Customers per Day = Original Customers per Day from part a above + (Employees x 1 Additional
Customer per Day)
Labor Cost = Employees x 8 hours x $25/hour
Material Cost = Customers x $5/customer
Labor Productivity = Customers per Day / Employees (rounded to two decimals)
Multifactor Productivity (MFP) = Output / Total Cost (shown rounded to two decimals & three decimals
above)
8.
Search
Cost per Search
Average
Search Time Output Productivity per
Approach (min.) ($) Dollar Input
Current 40 40 min. x $2/min. = $80 $400 $400/$80 = $5.00
Company A 30 (30 min x $2/min.) + $400 $400/$63.50 = $6.30
(40 – 10) $3.50/search = $63.50
Company B 28 (28 min. x $2/min.) + $400 $400/$59.60 = $6.71
(40 – 12) $3.60/search = $59.60
Notes:
This problem expresses the output in terms of standard price rather than in units.

9. Number of employees = 3.
Each employee earns $25/hour and works 40 hours/week.
Each employee identifies an average of 3,000 leads per week.
The sign-up rate is 4% of the leads identified.
Revenue per sign-up = $70.
Material costs = $1,000 per week.
Overhead costs = $9,000 per week.
Multifactor Productivity = Fees generated per dollar of input
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Case: An American Tragedy; How a Good Company Died
1. Internal reasons for Burgmaster’s demise include the following: The LBO crippled the company
with debt and created pressure to generate cash. Burgmaster’s managers responded by pushing
products out as fast as possible, thereby routinely shipping defective machines. In addition,
Burgmaster promised customers features that engineers had not designed yet. In addition, the
LBO choked off funds needed for new equipment. Burgmaster’s scheduling system was too crude
for complex machine-tool manufacturing—this resulted in supply errors that resulted in delays
and cost increases. After the LBO, management appeared to be less involved on the shop floor
also—this led to complacency.
External reasons for Burgmaster’s demise include the following: Japanese producers started
making and selling better, cheaper machines. Government policy (tax laws and macroeconomic
policies) encouraged LBOs and speculation instead of productive investment. In addition,
President Reagan refused to sign legislation to withhold the investment tax credit for certain
Japanese-made machine tools. Finally, Pentagon procurement policies favored exotic, custom
machines over standard, low-cost models (the low-cost models were manufactured by
Burgmaster).
Operations management (OM) played a significant role in the company’s demise: The OM
function knowingly shipped defective products, which harmed sales. Someone in OM decided to
implement a scheduling system that did not function well and led to delays and increased costs.
Even without investment, the OM manager could have made low-cost, continuous improvements
in the manufacturing process.
2. Inadequate strategic planning could have been a factor for the company. If the company had been
conducting environmental scans periodically, they may have been able to plan for the issues that
ultimately caused the failure of the company.

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3. One possible strategy would have been to have a person who had extensive experience in the field,
and a background in operations, run the company. This would have alleviated some of the
production issues, and possiblycould have made the company more competitive. Another possible
strategy would have been to seek government help more aggressively to level the playing field.
Case: Home-Style Cookies
1. A batch process is used. A worker checks the master list for ingredients, and enters that
information into the computer. The computer determines ingredient quantities, and then
automatically orders the ingredients, which are automatically sent to mixing machines. After
mixing, the batter is poured into a cutting machine. Individual cookies are then dropped onto a
continuous band and transported through an oven. Filled cookies require an extra step. After
baking, cookies are cooled on a spiral cooling rack. Cookies are inspected, defectives are
removed, and the remaining cookies are packaged and labeled.
2. Productivity was increased by the following: Using a computer to determine the amounts of
ingredients needed, by cutting cookies diagonally to reduce the space required, by increasing the
length of each oven by 25 feet, by baking cookies in a sequence that minimizes downtime for
cleaning, by using broken cookies in the oatmeal cookies, and by reclaiming heat from the ovens
to heat the building. The company recently increased the length of its ovens so that more cookies
can be baked at the same time.
3. All companies have a moral obligation to their employees. Small companies with local owners,
particularly in a small community, are more likely to be influenced by such considerations than
large companies, in large communities, are. The issue is a difficult one, often without easy
solutions. Cost and efficiency may favor layoffs, but ill will and the effects on morale of
employees who remain are important considerations.
4. Freshness of cookies, frequent changes of label requirements, and baking to customer order are
factors that favor minimal inventories. Benefits include lower inventory costs, satisfied customers
(due to freshness of product), and less need for storage space.
5. Freshness, list of ingredients, packaging/display, appearance of product (size, shape, color), taste
are potential factors when judging the quality of cookies.
6. Because the cookies do not use preservatives, the productprobably appeals to health-conscious
buyers, and there are fewer ingredients to purchase, store, and mix. However, without
preservatives, the shelf life of the cookies is limited.
7. The company’s strategy is to provide a high quality (―good food‖) cookie that appeals to a
particular market niche.
Case: Hazel Revisited
1. Her customers are her neighbors and friends. She has had personal relationships with many of her
customers for years and they are going to want to help her as long as she does a good job.
2. a. By increasing her productivity, Hazel can mow more lawns over a given length of time (day,
week and/or month) and increase her total revenue. Hence, if she maintains her present cost
structure per lawn, she will increase profits.
b. By improving her mowing technique.
By investing in equipment that is more productive.

By experimenting with different crew sizes to find the most productive combination or
division of labor.
3. She should consider time, cost and competition.
4. The advantages would be greater market share, higher sales opportunity, economies of scale, and
higher utilization of the equipment. The disadvantages of expanding include additional
transportation time and cost, increased wear and tear on the equipment, and it may be more
difficult for her to compete outside of her own neighborhood where she is already known.
5. a. There will be many people who would defend this statement and many small businesses are
successful without mission statements and objectives. However, it is difficult to project how
much improvement could be made if they did have mission statements and objectives and
used them to provide better direction, guidance, and focus. Short-run results may not be
apparent, but over a longer period, gradual and subtler improvements may become noticeable
and even dramatic improvements can take place in the end.
b. The development of the mission statement would force Hazel to sit down and spend some
time determining what business she is in or wants to be in and her business’ reason for
existence. This process also should help Hazel develop a clear statement of purpose, which
should serve as a guide in determining what she wants to accomplish in terms of goals and
objectives for her business. From here, Hazel should find it easier to develop her strategy and
plan how she is going to achieve her goals and objectives. This process will also assist her in
gaining the proper focus for making decisions.
c. Many people have the false impression that mission statements and goal setting are only for
large organizations when the facts show that many small businesses fail because they really
donot know in what business they are. Strategic planning on how to accomplish goals and
objectives is just as important for the small business as it is for the large one and it is
extremely important for the new small business, which desperately needs direction and
guidance in the beginning.
Case: Your Garden Gloves
1. We are given the following:
Crew Size verage Productivity per Crew
2 4,234 square feet per day
We need to determine the productivity per worker using the following formula:
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Crew Size verage Productivity per Crew Productivity per Worker
2 4,234 square feet per day ,234 / 2 = 2,117 square feet per day
The crew size of 2 had the highest productivity. The crew size of 3 had the lowest productivity.

The crew size of 4 was in the middle.
One reason for the difference in productivity between a crew size of 2 and a crew size of 3 could
be that when 3 workers are assigned to a small job, workers may be getting in the way of each
other, which could cause wait time. A second reason could be that the larger crew size may lead to
more standing around and talking. A third reason might be that workers are more productive when
working in pairs.
A possible reason for the difference in productivity between a crew size of 2 and a crew size of 4
could be that when 4 workers are assigned to a large job, workers still may be getting in the way
of each other, which would cause wait time. In addition, 4 workers will have more interaction,
standing around, etc.
2. Even though the productivity of 4 was not the highest, the total time to complete the cleanup
would still be less than if only a crew of 2 were to be used. In addition, the owner may have
wanted to impress the customer by using a larger crew.
3. Perhaps the size of the crew is not as influential in regards to productivity levels as is the
composition of the crew. One area that the productivity ratios fail to accommodate for is team
synergy.
Operations Tour: The U.S. Postal Service
1. The U.S. Postal Service is a very large organization and processes a large volume of mail using
very expensive sorting, scanning, and barcoding equipment. Because this equipment is designed
to process very large volumes of mail, if the Postal System does not have large volumes of mail
to process, its productivity will decline.
2. The new automated processing equipment, optical readers, and barcode readers resulted in
improvements in productivity. In addition, reorganization efforts, which included elimination of
layers of management, overhead positions, and certain programs resulted in significant cost
reductions, which also contributed to the improvement of productivity.
3. Competition from other methods of delivering information has caused the USPS to rethink their
market. In addition, with added competition from UPS and FedEx, USPS will have to reestablish
what they do best. Delivery companies such as FedEx and UPS that offer speedy delivery and
package tracking gave businesses and individual customers an alternative besides the U.S. Postal
Service. In addition, electronic communication, e-mails, and fax machines provided alternative
means of communication for individuals and businesses that reduced U.S. Postal System’s
demand. Instead of direct-mail advertising, many companies began to use cable TV advertising
because cable TV advertising had become more affordable for small and medium size companies.
4. The U.S. Postal Service developed the following strategies to become more competitive against
the new threats it was facing:
a. Reorganization—elimination of layers of management and overhead positions, elimination of
certain programs.
b. Seeking ways to reduce costs and eliminate waste.
c. Emphasizing quality, customer service, and customer convenience.

5. The USPS’s changes resulted in the following: Costs were cut because layers of management
were eliminated and overhead positions were cut by about 30,000. Processing and mail delivery
at major postal facilities were improved. Expanded retail hours, a more user-friendly Domestic
Manual, and new services to meet specific mailer needs attracted new customers. The result was a
reduction in USPS’s projected deficit. It appears (based on the January 2012 OMB Scorecard on
Sustainability/Energy) that USPS may have cut costs associated from reduced water and energy
usage due to sustainability initiatives also.
6. The increased use of e-mail will result in reduction of using traditional mailing, which in turn will
reduce the demand for the U.S. Postal System, resulting in a possible decline in its productivity.
7. The use of standard shipping containers and flat-rate mailers helped the U.S. Postal System meet
specific mailer needs and to simplify its complex rate structure.

Exploring the Variety of Random
Documents with Different Content

XXIV
Then out it spake him Brown Robin:
‘Now what needs a’ this din?
For what cou’d any woman do
But I cou’d do the same?’—
XXV
‘It was never my mither’s fashion,
Nor sall it e’er be mine,
That belted Knights shou’d e’er stand by
Where ladies dreed[397] their pine.
XXVI
‘But tak’ ye up my bugle-horn,
And blaw three blasts for me;
I’ve a brither in the Kingis court
Will come me quickly ti’.’—
XXVII
‘O gin ye hae a brither on earth
That ye love better nor me,
Ye blaw the horn yoursel’,’ he says,
‘For ae blast I’ll not gie.’
XXVIII
She set the horn untill her mouth,
And blawn three blasts sae shrill;
Sweet Willy heard i’ the Kingis court,
And came her quickly till

And came her quickly till....
XXIX
[Word is to the kitchen gane,
And word is to the ha’,
Bold Arthur’s lost his little foot-page,
To the green-wood stown awa’.]
XXX
And word has gane to the Kingis court,
To the King himsel’ [at dine]
‘Now, by my fay,’ the King can say,
[‘Sweet Willy we maun find.’]
XXXI
‘Bring me my steed,’ then cry’d the King,
‘My bow and arrows keen;
I’ll ride mysel’ to good green-wood
An’ see what’s to be seen.’
XXXII
‘An’t please your grace,’ says Bold Arthur,
‘My liege I’ll gang you wi’,
An’ try to find my little foot-page
That’s stray’d awa’ frae me.’
XXXIII
O they have hunted in good green-wood
The back but and the rae.
And they’ve drawn near Brown Robin’s bow’r

And they’ve drawn near Brown Robin’s bow’r
About the close of day.
XXXIV
Then out it spak’ the King in haste,
Says, ‘Arthur, look an’ see
Gin that be no your little foot-page
That leans against yon tree?’
XXXV
Bold Arthur took his bugle-horn,
And blew a blast sae shrill,
Sweet Willy started at the sound
And ran him quickly till.
XXXVI
‘O wanted ye your meat, Willy?
Or wanted ye your fee?
Or get ye ever an angry word,
That ye ran awa’ frae me?’—
XXXVII
‘I wanted nought, my master dear;
To me ye aye was good;
I came but to see my ae brither
That wons[398] in this green-wood.’
XXXVIII
Then out and spak’ the King again,

Says, ‘Bonny boy, tell to me
Who lives into yon bigly bow’r,
Stands by yon green oak-tree?’
XXXIX
‘O pardon me,’ says Sweet Willy,
‘My liege, I daurna tell;
And I pray you go no near that bow’r,
For fear they do you fell[399].’—
XL
‘O haud your tongue, my bonny boy.
For I winna be said nay;
But I will gang that bow’r within,
Betide me weal or wae.’
XLI
They’ve lighted off their milk-white steeds,
And saftly enter’d in;
And then they saw her, Rose the Red,
Nursing her bonny young son.
XLII
‘Now, by the rood,’ the King could say,
‘This is a comely sight;
I trow, instead of a forrester,
This is a lady bright!’
XLIII

Then out it spake White Lilly
And fell down on her knee:
‘O pardon us, my gracious liege,
An’ our story I’ll tell to thee.
XLIV
‘Our father was a wealthy lord,
That wonn’d in Barnèsdale;
But we had a wicked step-mother,
That wrought us mickle bale[400].
XLV
‘Yet she had twa as fu’ fair sons
As ever the sun did see;
An’ the tane o’ them lo’ed my sister dear,
An’ the tother said he lo’ed me.’
XLVI
Then out and spak’ him Bold Arthur,
As by the King he stood,
‘Now, this should be my White Lilly,
An’ that should be Rose the Red!’
XLVII
Then in it came him Brown Robin
Frae hunting o’ the deer,
But whan he saw the King was there,
He started back for fear.
XLVIII

XLVIII
The King has ta’en him by the hand
And bade him naething dread;
Says, ‘Ye maun leave the good green-wood,
Come to the court wi’ speed.’
XLIX
Then up he took Brown Robin’s son,
And set him on his knee;
Says, ‘Gin ye live to wield a bran’,
My bowman ye sall be.’
L
The King he sent for robes o’ green,
And girdles o’ shining gold;
He gart the ladies be array’d
Most comely to behold.
LI
They’ve doen them unto Mary Kirk,
And there gat fair weddìng,
And whan the news spread o’er the lan’,
For joy the bells did ring.
LII
Then out it spak’ her Rose the Red,
And a hearty laugh laugh’d she;
‘I wonder what would our step-dame say,
Gin she this sight did see!’

FOOTNOTES:
[388] bigly = commodious, habitable.
[389] makes = means.
[390] bruik = brook enjoy.
[391] mane = moan.
[392] abune their bree = above their brows.
[393] hight = was called.
[394] Roun = roan, red.
[395] knave-bairn = man-child.
[396] pine = pain.
[397] dreed = endured.
[398] wons = dwells.
[399] fell = kill.
[400] bale = harm.

56. Leesome Brand
or, The Sheath and the Knife

I
‘There is a feast in your father’s house,
The broom blooms bonnie and sae it is fair—
It becomes you and me to be very douce[401],
And we’ll never gang down to the broom nae mair.’
II
But it is talk’d all over [the land],
‘Lady Marget’s plighted to Leesome Brand.’
III
He’s done him to her father’s stable
And tane twa steeds baith wicht[402] and able:
IV
Ane for him, and another for her
To carry them baith wi’ might and virr[403].
V
When they had ridden about six mile,
Lady Marget then began to fail.
VI
‘O gin I had but a gude midwife
Here this day to save my life!

VII
‘Ye’ll take your arrow and your bow
And ye will hunt the deer and roe.
VIII
‘But be sure ye touch not the milk-white hynde,
For she is o’ the woman-kind.’
IX
He took sic pleasure in deer and rae
Till he forgot his ladye gay.
X
Till by it came that milk-white hynde,
And then he mind on his ladye syne.
XI
He heard her gie a loud, loud cry,
He shot his bow, and he let her lie.
XII
When he saw she was lying still,
He threw down his bow and came running her till[404];
XIII
But he found his ladye lying dead

But he found his ladye lying dead,
Likewise her young son at her head.
XIV
He’s houkit[405] a grave, long, large and wide,
He’s buried his auld[406] son doun by her side.
XV
It was nae wonder his heart was sair
When he shool’d[407] the mools[408] on her yellow hair.
XVI
His mother lay owre her castle wa’;
There was music and minstrels and dancing and a’.
XVII
[She said as she look’d owre] dale and down,
‘My son comes merrilie to the toun.’—
XVIII
‘Seek nae minstrels to play in your room,
Your son comes sorry to the toun.
XIX
‘O I hae lost my gowden knife;
I rather had lost my ain sweet life!

XX
‘And I hae lost a far better thing,
The gilded sheath that it was in.’—
XXI
‘Are there nae gowdsmiths here in Fife
Can make to you anither knife?
XXII
‘Are there nae sheath-makers in the land
Can make a sheath to Leesome Brand?’—
XXIII
‘There are nae gowdsmiths here in Fife
Can make to me sic a gowden knife;
XXIV
‘Nor nae sheath-makers in the land
Can make to me sic a sheath again.
XXV
‘For I’ve lost my lady I loved sae dear,
The broom blooms bonnie and sae it is fair—
Likewise the son she did me bear,
And we’ll never gang doun to the broom nae mair.’

FOOTNOTES:
[401] douce = quiet.
[402] wicht = sturdy.
[403] virr = vigour.
[404] her till = to her.
[405] houkit = dug.
[406] auld = eldest, first-born.
[407] shool’d = shovelled.
[408] mools = mould.

57. Babylon
or, The Bonnie Banks o’ Fordie

I
There where three ladies live in a bower—
Eh, wow, bonnie!
And they went out to pull a flower
On the bonnie banks o’ Fordie.
II
They hadna pu’ed a flower but ane,
When up started to them a banisht man.
III
He’s ta’en the first sister by her hand,
And he’s turn’d her round and made her stand.
IV
‘It’s whether will ye be a rank robber’s wife,
Or will ye die by my wee pen-knife?’
V
‘It’s I’ll not be a rank robber’s wife,
But I’ll rather die by your wee pen-knife.’
VI
He’s killed this may, and he’s laid her by,
For to bear the red rose company.

VII
He’s ta’en the second ane by the hand,
VIII
‘It’s whether will ye be a rank robber’s wife,
IX
But I’ll rather die by your wee pen-knife.’
X
He’s killed this may, and he’s laid her by,
For to bear the red rose company.
XI
He’s taken the youngest ane by the hand,
XII
Says, ‘Will ye be a rank robber’s wife,
XIII
N ill I di b k if

Nor will I die by your wee pen-knife.
XIV
‘For in this wood a brother I hae;
And gin ye kill me, it’s he’ll kill thee.’
XV
‘What’s thy brother’s name? come tell to me.’
‘My brother’s name is Baby Lon.’
XVI
‘O sister, sister, what have I done!
O have I done this ill to thee!
XVII
‘O since I’ve done this evil deed,
Good sall never be my meed.’
XVIII
He’s taken out his wee pen-knife,
Eh, wow, bonnie!
And he’s twyn’d[409] himsel’ o’ his ain sweet life
On the bonnie banks o’ Fordie.
FOOTNOTES:
[409] twyned = taken away, bereaved.

Solution Manual for Operations Management 13th Edition

I
Prince Robert has wedded a gay ladye,
He has wedded her with a ring;
Prince Robert has wedded a gay ladye,
But he daur na bring her hame.
II
‘Your blessing, your blessing, my mother dear,
Your blessing now grant to me!’—
‘Instead of a blessing ye sall have my curse,
And you’ll get nae blessing frae me.’
III
She has call’d upon her waiting-maid,
To fill her a glass of wine;
She has called upon her fause steward,
To put rank poison in.
IV
She his put it to her roudès[410] lip,
And to her roudès chin;
She has put it to her fause, fause mouth,
But the never a drop gaed in.
V
He has put it to his bonny mouth,
And to his bonny chin,
He’s put it to his cherry lip

He s put it to his cherry lip,
And sae fast the rank poison ran in.
VI
‘O ye hae poison’d your ae son, mother
Your ae son and your heir;
O ye hae poisoned your ae son, mother,
And sons you’ll never hae mair.
VII
‘O where will I get a little boy,
That will win hose and shoon,
To rin sae fast to Darlinton,
And bid Fair Eleanor come?’
VIII
Then up and spake a little boy,
That wad win hose and shoon,
‘O I’ll away to Darlinton,
And bid Fair Eleanor come.’
IX
O he has run to Darlinton,
And tirlèd at the pin;
And wha was sae ready as Eleanor’s sel’
To let the bonny boy in?
X
‘Your gude-mother’s made ye a rare dinour,
She’s made it baith g de and fine

She’s made it baith gude and fine;
Your gude-mother’s made ye a gay dinour,
And ye maun come till her and dine.’
XI
It’s twenty lang miles to Sillertoun town,
The langest that ever were gane;
But the steed it was wight, and the ladye was light,
And she cam’ linkin’ in.
XII
But when she came to Sillertoun town,
And into Sillertoun ha’,
The torches were burning, the ladies were mourning,
And they were weeping a’.
XIII
‘O where is now my wedded lord,
And where now can he be?
O where is now my wedded lord?
For him I canna see.’—
XIV
‘Your wedded lord is dead,’ she says,
‘And just gane to be laid in the clay;
Your wedded lord is dead,’ she says,
‘And just gane to be buried the day.
XV

‘Ye’se get nane o’ his gowd, ye’se get nane o’ his gear,
Ye’se get nae thing frae me;
Ye’se na get an inch o’ his gude broad land,
Tho’ your heart suld burst in three.’
XVI
‘I want nane o’ his gowd, I want nane o’ his gear,
I want nae land frae thee;
But I’ll hae the rings that’s on his finger,
For them he did promise to me.’
XVII
‘Ye’se na get the rings that’s on his finger,
Ye’se na get them frae me;
Ye’se na get the rings that’s on his finger,
An’ your heart suld burst in three.’
XVIII
She’s turn’d her back unto the wa’,
And her face unto a rock,
And there, before the mother’s face,
Her very heart it broke.
FOOTNOTES:
[410] roudès = hag-like.

I
As I was cast in my first sleepe,
A dreadfull draught[411] in my mind I drew,
For I was dreamèd of a young man,
Some men callèd him Yonge Andrew.
II
The moone shone bright, and it cast a fayre light:
‘Welcome,’ says she, ‘my honey, my sweete!
For I have loved thee this seven long yeare,
And our chance it was we co’ld never meete’
III
Then he tooke her in his armès two
And kissèd her both cheeke and chin,
And twise or thrise he kissèd this may[412]
Before they two did part in twin.
IV
‘Faire maid I cannot do as I wo’ld;
[Yet what I can will I pleasure thee]
Goe home and fett[413] thy father’s red gold,
And I’le goe to the church and marry thee.’
V
This ladye is gone to her father’s hall,
And well she knew where his red gold [lain],
d d f h f h d d d

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