Operations and Supply Chain Management
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TABLE OF CONTENTS SOLUTION MANUAL
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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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Chapterj1:jIntroduction
Chapterj2:jStrategy
Chapterj3:jDesignjofjProductsjandjServices
Chapterj4:jProjects
Chapterj5:jStrategicjCapacityjManagement
Chapterj6:jLearningjCurves
Chapterj7:jManufacturingjProcesses
Chapterj8:jFacilityjLayout
Chapterj9:jServicejProcesses
Chapterj10:jWaitingjLinejAnalysisjandjSimulation
Chapterj11:jProcessjDesignjandjAnalysis
Chapterj12:jQualityjManagement
Chapterj13:jStatisticaljQualityjControl
Chapterj14:jLeanjSupplyjChains
Chapterj15:jLogisticsjandjDistributionjManagement
Chapterj16:jGlobaljSourcingjandjProcurement
Chapterj17:jThejInternetjofjThingsjandjERP
Chapterj18:jForecasting
Chapterj19:jSalesjandjOperationsjPlanning
Chapterj20:jInventoryjManagement
Chapterj21:jMaterialjRequirementsjPlanning
Chapterj22:jWorkcenterjScheduling
1-2
, Operations and Supply Chain Management
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CHAPTER 1 j
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussionjQuestions
1. UsingjExhibitj1.3jasjajmodel,jdescribejthejsource-make-deliver-
returnjrelationshipsjinjthejfollowingjsystems:
a. Anjairline
Source:j Aircraftjmanufacturer,jin-flightjfood,jrepairjparts,jcomputerjsystems
Make:jAircraftjandjflightjcrewjscheduling,jgroundjservicesjprovidedjatjairports,jaircr
aftjmaintenancejandjrepair
Deliver:jOutboundjandjarrivingjpassengerjservice,jbaggagejhandlingj
Return:jResolvejanyjpost-
servicejissuesjsuchjasjlostjorjdamagedjluggage
b. Anjautomobilejmanufacturer
Source:j Suppliersjofjcomponentsjandjrawjmaterials
Make:jManufacturingjofjvehiclesjandjcomponentsjorjsubassembliesjtojbejsoldjasjsp
arejparts
Deliver:jDeliveryjtojandjsalesjfromjdealerships,jdeliveryjofjsparejpartsjtojthejwholes
alejsystem
Return:j Warrantyjandjrecalljrepairs,jtrade-ins
c. Ajhospital
Source:jMedicaljsupplies,jcleaningjservices,jdisposaljservices,jfoodjservices,jqualifie
djpersonnel
Make:j Inpatientjrooms,joutpatientjclinics,jemergencyjroom,joperatingjrooms
Deliver:jSchedulingjpatients,jprovidingjtreatment,jambulancejservice,jfamilyjcouns
elingjReturn:jBillingjerrors,jfollowjupjvisits
d. Anjinsurancejcompany
Source:j Suppliesjneededjforjthejoffice,junderwriters,jlegaljauthorityjtojoperate
1-3
, Operations and Supply Chain Management
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Make:jEstablishjpolicyjguidelinesjandjpricing,jfieldjagent/representativejandjfacilit
yjnetwork,jdevelopjInternetjservicejcapabilities,jestablishjpreferredjvehiclejrepairjs
ervicejnetwork
Deliver:jMeetjwithjandjadvisejclients,jwritejpolicies,jprocessjandjpayjclai
msjReturn:j refundjofjoverpayments
2. Definejthejservicejpackagejofjyourjcollegejorjuniversity.jWhatjisjitsjstrongestjelement?jWhatji
sjitsjweakestjone?
Thejcategoriesjwithjexamplesjare:
Supportingjfacilityj-
jlocation,jbuildings,jlabs,jparkingjFacilitatingjgoodsj–
jclassjschedules,jcomputers,jbooks,jchalk
Explicitjservicesj–
jclassesjwithjqualifiedjinstructors,jplacementjofficesjImplicitjservic
esj–jstatusjandjreputationj(e.g.,jIvyjLeaguejschools)
AtjIndianajUniversityjandjthejUniversityjofjSouthernjCalifornia,jamongjtheirjstrongestjel
ementsjarejtheirjbusinessjschoolsjandjtheirjOperationsjManagementjprogramsj(ofjcours
e).jBothjalsojhavejveryjdedicatedjalumnijnetworks.jAjweakjelementjofjIndianajUniversityji
sjitsjweakjfootballjprogram;jforjUSC,jweakjelementsjarejon-campusjparkingjandjhousing.
3. Whatjservicejindustryjhasjimpressedjyoujthejmostjwithjitsjinnovativeness?
Ourjvotejgoesjtojcruisejlinesjwhichjhavejintroducedjsuchjonboardjinnovationsjasjwavejm
achinesjforjbellyjboardingjandjrockjclimbingjwalls,jasjwelljasjalljsortsjofjotherjamenitiesjt
ojkeepjcruisersjinvolved.j Thejindustryjisjdoingjrecordjbusinessjasjwell.
SomejofjthejstandoutjcompaniesjinjlessjinnovativejindustriesjarejBankjofjAmericaj(hasjajfor
malizedjresearchjprogramjtojtryjoutjnewjcustomerjservices/amenitiesjsuchjasjvideojscreen
sjinjnextjtojtellerjlines),jIntuitj(e.g.,jputtingjQuickenjmoneyjmanagementjsoftwarejonline),jIk
ea,jJetBluejAirlines,jandjProgressivejInsurancej(discussedjlaterjinjthejbook).
4. Whatjisjproduct-servicejbundlingjandjwhatjarejthejbenefitsjtojcustomers?
Product-servicejbundlingjisjaddingjValue-
addedjservicesjtojajfirm’sjproductjofferingsjtojcreatejmorejvaluejforjthejcustomer.jThisjpro
videsjbenefitsjinjtwojareas.jFirst,jthisjdifferentiatesjthejorganizationjfromjthejcompetition.j
Secondly,jthesejservicesjtiejcustomersjtojthejorganizationjinjajpositivejway.jAlternatively,jb
undlingjcanjalsojinvolvejaddingjproductsjtojajservice,jforjexample,jaddingjthejsalejofjconv
eniencejitemsjandjsnacksjatjajhotel.
5. Whatjisjthejdifferencejbetweenjajservicejandjajgood?
Ajservicejisjanjintangiblejprocessj(youjcan’tjholdjitjinjyourjhands),jwhilejajgoodjisjthejphysi
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