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
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, Operations and Supply Chain Management
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TABLE OF CONTENTS
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Chapterl1:lIntroduction
Chapterl2:lStrategy
Chapterl3:lDesignloflProductslandlServices
Chapterl4:lProjects
Chapterl5:lStrategiclCapacitylManagement
Chapterl6:lLearninglCurves
Chapterl7:lManufacturinglProcesses
Chapterl8:lFacilitylLayout
Chapterl9:lServicelProcesses
Chapterl10:lWaitinglLinelAnalysislandlSimulation
Chapterl11:lProcesslDesignlandlAnalysis
Chapterl12:lQualitylManagement
Chapterl13:lStatisticallQualitylControl
Chapterl14:lLeanlSupplylChains
Chapterl15:lLogisticslandlDistributionlManagement
Chapterl16:lGloballSourcinglandlProcurement
Chapterl17:lThelInternetloflThingslandlERP
Chapterl18:lForecasting
Chapterl19:lSaleslandlOperationslPlanning
Chapterl20:lInventorylManagement
Chapterl21:lMateriallRequirementslPlanning
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, Operations and Supply Chain Management
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Chapterl22:lWorkcenterlScheduling
CHAPTER 1 l
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussionlQuestions
1. UsinglExhibitl1.3laslalmodel,ldescribelthelsource-make-deliver-
returnlrelationshipslinlthelfollowinglsystems:
a. Anlairline
Source:l Aircraftlmanufacturer,lin-flightlfood,lrepairlparts,lcomputerlsystems
Make:lAircraftlandlflightlcrewlscheduling,lgroundlserviceslprovidedlatlairports,laircr
aftlmaintenancelandlrepair
Deliver:lOutboundlandlarrivinglpassengerlservice,lbaggagelhandlingl
Return:lResolvelanylpost-
servicelissueslsuchlasllostlorldamagedlluggage
b. Anlautomobilelmanufacturer
Source:l Suppliersloflcomponentslandlrawlmaterials
Make:lManufacturingloflvehicleslandlcomponentslorlsubassembliesltolbelsoldlaslsp
arelparts
Deliver:lDeliveryltolandlsaleslfromldealerships,ldeliveryloflsparelpartsltolthelwholes
alelsystem
Return:l Warrantylandlrecalllrepairs,ltrade-ins
c. Alhospital
Source:lMedicallsupplies,lcleaninglservices,ldisposallservices,lfoodlservices,lqualifie
dlpersonnel
Make:l Inpatientlrooms,loutpatientlclinics,lemergencylroom,loperatinglrooms
Deliver:lSchedulinglpatients,lprovidingltreatment,lambulancelservice,lfamilylcouns
elinglReturn:lBillinglerrors,lfollowluplvisits
d. Anlinsurancelcompany
Source:l Supplieslneededlforltheloffice,lunderwriters,llegallauthorityltoloperate
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, Operations and Supply Chain Management
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Make:lEstablishlpolicylguidelineslandlpricing,lfieldlagent/representativelandlfacilit
ylnetwork,ldeveloplInternetlservicelcapabilities,lestablishlpreferredlvehiclelrepairls
ervicelnetwork
Deliver:lMeetlwithlandladviselclients,lwritelpolicies,lprocesslandlpaylclai
mslReturn:l refundlofloverpayments
2. Definelthelservicelpackageloflyourlcollegelorluniversity.lWhatlislitslstrongestlelement?lWhatli
slitslweakestlone?
Thelcategorieslwithlexampleslare:
Supportinglfacilityl-
llocation,lbuildings,llabs,lparkinglFacilitatinglgoodsl–
lclasslschedules,lcomputers,lbooks,lchalk
Explicitlservicesl–
lclasseslwithlqualifiedlinstructors,lplacementlofficeslImplicitlservic
esl–lstatuslandlreputationl(e.g.,lIvylLeaguelschools)
AtlIndianalUniversitylandlthelUniversityloflSouthernlCalifornia,lamongltheirlstrongestlel
ementslareltheirlbusinesslschoolslandltheirlOperationslManagementlprogramsl(oflcours
e).lBothlalsolhavelveryldedicatedlalumnilnetworks.lAlweaklelementloflIndianalUniversityli
slitslweaklfootballlprogram;lforlUSC,lweaklelementslarelon-campuslparkinglandlhousing.
3. Whatlservicelindustrylhaslimpressedlyoulthelmostlwithlitslinnovativeness?
Ourlvotelgoesltolcruisellineslwhichlhavelintroducedlsuchlonboardlinnovationslaslwavelm
achineslforlbellylboardinglandlrocklclimbinglwalls,laslwelllaslalllsortsloflotherlamenitieslt
olkeeplcruiserslinvolved.l Thelindustrylisldoinglrecordlbusinesslaslwell.
SomeloflthelstandoutlcompanieslinllesslinnovativelindustrieslarelBankloflAmerical(haslalfor
malizedlresearchlprogramltoltryloutlnewlcustomerlservices/amenitieslsuchlaslvideolscreen
slinlnextltoltellerllines),lIntuitl(e.g.,lputtinglQuickenlmoneylmanagementlsoftwarelonline),lIk
ea,lJetBluelAirlines,landlProgressivelInsurancel(discussedllaterlinlthelbook).
4. Whatlislproduct-servicelbundlinglandlwhatlarelthelbenefitsltolcustomers?
Product-servicelbundlinglisladdinglValue-
addedlservicesltolalfirm’slproductlofferingsltolcreatelmorelvaluelforlthelcustomer.lThislpro
videslbenefitslinltwolareas.lFirst,lthisldifferentiateslthelorganizationlfromlthelcompetition.l
Secondly,ltheselservicesltielcustomersltolthelorganizationlinlalpositivelway.lAlternatively,lb
undlinglcanlalsolinvolveladdinglproductsltolalservice,lforlexample,laddinglthelsaleloflconv
eniencelitemslandlsnackslatlalhotel.
5. Whatlisltheldifferencelbetweenlalservicelandlalgood?
Alservicelislanlintangiblelprocessl(youlcan’tlholdlitlinlyourlhands),lwhilelalgoodlislthelphysi
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