Operations and Supply Chain Management
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SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
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• TABLE OF CONTENTS
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Chaptere1:eIntroduction
Chaptere2:eStrategy
Chaptere3:eDesigneofeProductseandeServices
Chaptere4:eProjects
Chaptere5:eStrategiceCapacityeManagement
Chaptere6:eLearningeCurves
Chaptere7:eManufacturingeProcesses
Chaptere8:eFacilityeLayout
Chaptere9:eServiceeProcesses
Chaptere10:eWaitingeLineeAnalysiseandeSimulation
Chaptere11:eProcesseDesigneandeAnalysis
Chaptere12:eQualityeManagement
Chaptere13:eStatisticaleQualityeControl
Chaptere14:eLeaneSupplyeChains
Chaptere15:eLogisticseandeDistributioneManagement
Chaptere16:eGlobaleSourcingeandeProcurement
Chaptere17:eTheeInterneteofeThingseandeERP
Chaptere18:eForecasting
Chaptere19:eSaleseandeOperationsePlanning
Chaptere20:eInventoryeManagement
Chaptere21:eMaterialeRequirementsePlanning
1-2
, Operations and Supply Chain Management
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Chaptere22:eWorkcentereScheduling
CHAPTER 1 e
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussioneQuestions
1. UsingeExhibite1.3easeaemodel,edescribeetheesource-make-deliver-
returnerelationshipseinetheefollowingesystems:
a. Aneairline
Source:e Aircraftemanufacturer,ein-flightefood,erepaireparts,ecomputeresystems
Make:eAircrafteandeflightecrewescheduling,egroundeserviceseprovidedeateairports,e
aircraftemaintenanceeanderepair
Deliver:eOutboundeandearrivingepassengereservice,ebaggageehandli
ngeReturn:eResolveeanyepost-
serviceeissuesesucheaselosteoredamagedeluggage
b. Aneautomobileemanufacturer
Source:e Supplierseofecomponentseanderawematerials
Make:eManufacturingeofevehicleseandecomponentseoresubassembliesetoebeesoldea
sespareeparts
Deliver:eDeliveryetoeandesalesefromedealerships,edeliveryeofespareepartsetoetheewh
olesaleesystem
Return:e Warrantyeanderecallerepairs,etrade-ins
c. Aehospital
Source:eMedicalesupplies,ecleaningeservices,edisposaleservices,efoodeservices,equal
ifiedepersonnel
Make:e Inpatienterooms,eoutpatienteclinics,eemergencyeroom,eoperatingerooms
Deliver:eSchedulingepatients,eprovidingetreatment,eambulanceeservice,efamilyecou
nselingeReturn:eBillingeerrors,efolloweupevisits
d. Aneinsuranceecompany
Source:e Supplieseneededeforetheeoffice,eunderwriters,elegaleauthorityetoeoperate
1-3
, Operations and Supply Chain Management
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Make:eEstablishepolicyeguidelineseandepricing,efieldeagent/representativeeandefac
ilityenetwork,edevelopeInterneteserviceecapabilities,eestablishepreferredevehicleere
paireserviceenetwork
Deliver:eMeetewitheandeadviseeclients,ewriteepolicies,eprocesseandepaye
claimseReturn:e refundeofeoverpayments
2. Defineetheeserviceepackageeofeyourecollegeeoreuniversity.eWhateiseitsestrongesteelement?e
Whateiseitseweakesteone?
Theecategoriesewitheexampleseare:
Supportingefacilitye-
elocation,ebuildings,elabs,eparkingeFacilitatingegoodse–
eclasseschedules,ecomputers,ebooks,echalk
Expliciteservicese–
eclassesewithequalifiedeinstructors,eplacementeofficeseImpliciteser
vicese–estatuseandereputatione(e.g.,eIvyeLeagueeschools)
AteIndianaeUniversityeandetheeUniversityeofeSoutherneCalifornia,eamongetheirestronge
steelementseareetheirebusinesseschoolseandetheireOperationseManagementeprogramse(
ofecourse).eBothealsoehaveeveryededicatedealumnienetworks.eAeweakeelementeofeIndian
aeUniversityeiseitseweakefootballeprogram;eforeUSC,eweakeelementseareeon-
campuseparkingeandehousing.
3. Whateserviceeindustryehaseimpressedeyouetheemostewitheitseinnovativeness?
Ourevoteegoesetoecruiseelinesewhichehaveeintroducedesucheonboardeinnovationseasewa
veemachineseforebellyeboardingeanderockeclimbingewalls,easewelleaseallesortseofeotherea
menitiesetoekeepecruiserseinvolved.e Theeindustryeisedoingerecordebusinesseasewell.
SomeeofetheestandoutecompanieseinelesseinnovativeeindustrieseareeBankeofeAmericae(has
eaeformalizederesearcheprogrametoetryeoutenewecustomereservices/amenitiesesucheasevid
eoescreenseinenextetoetellerelines),eIntuite(e.g.,eputtingeQuickenemoneyemanagementesoft
wareeonline),eIkea,eJetBlueeAirlines,eandeProgressiveeInsurancee(discussedelatereinetheebo
ok).
4. Whateiseproduct-serviceebundlingeandewhateareetheebenefitsetoecustomers?
Product-serviceebundlingeiseaddingeValue-
addedeservicesetoeaefirm’seproducteofferingsetoecreateemoreevalueeforetheecustomer.eThi
seprovidesebenefitseinetwoeareas.eFirst,ethisedifferentiatesetheeorganizationefrometheecom
petition.eSecondly,etheseeservicesetieecustomersetoetheeorganizationeineaepositiveeway.eA
lternatively,ebundlingecanealsoeinvolveeaddingeproductsetoeaeservice,eforeexample,eaddi
ngetheesaleeofeconvenienceeitemseandesnackseateaehotel.
5. Whateisetheedifferenceebetweeneaeserviceeandeaegood?
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