Operations and Supply Chain Management
T T T T
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
T T T T
TABLE OF CONTENTS
T T
ChapterT1:TIntroduction
ChapterT2:TStrategy
ChapterT3:TDesignTofTProductsTandTServices
ChapterT4:TProjects
ChapterT5:TStrategicTCapacityTManagement
ChapterT6:TLearningTCurves
ChapterT7:TManufacturingTProcesses
ChapterT8:TFacilityTLayout
ChapterT9:TServiceTProcesses
ChapterT10:TWaitingTLineTAnalysisTandTSimulation
ChapterT11:TProcessTDesignTandTAnalysis
ChapterT12:TQualityTManagement
ChapterT13:TStatisticalTQualityTControl
ChapterT14:TLeanTSupplyTChains
ChapterT15:TLogisticsTandTDistributionTManagement
ChapterT16:TGlobalTSourcingTandTProcurement
ChapterT17:TTheTInternetTofTThingsTandTERP
ChapterT18:TForecasting
ChapterT19:TSalesTandTOperationsTPlanning
ChapterT20:TInventoryTManagement
ChapterT21:TMaterialTRequirementsTPlanning
ChapterT22:TWorkcenterTScheduling
1-2
, Operations and Supply Chain Management
T T T T
CHAPTER 1 T
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
T T T T
DiscussionTQuestions
1. UsingTExhibitT1.3TasTaTmodel,TdescribeTtheTsource-make-deliver-
returnTrelationshipsTinTtheTfollowingTsystems:
a. AnTairline
Source:T AircraftTmanufacturer,Tin-flightTfood,TrepairTparts,TcomputerTsystems
Make:TAircraftTandTflightTcrewTscheduling,TgroundTservicesTprovidedTatTairports,Taircra
ftTmaintenanceTandTrepair
Deliver:TOutboundTandTarrivingTpassengerTservice,TbaggageThandlingTRe
turn:TResolveTanyTpost-serviceTissuesTsuchTasTlostTorTdamagedTluggage
b. AnTautomobileTmanufacturer
Source:T SuppliersTofTcomponentsTandTrawTmaterials
Make:TManufacturingTofTvehiclesTandTcomponentsTorTsubassembliesTtoTbeTsoldTasTspar
eTparts
Deliver:TDeliveryTtoTandTsalesTfromTdealerships,TdeliveryTofTspareTpartsTtoTtheTwholesal
eTsystem
Return:T WarrantyTandTrecallTrepairs,Ttrade-ins
c. AThospital
Source:TMedicalTsupplies,TcleaningTservices,TdisposalTservices,TfoodTservices,TqualifiedTp
ersonnel
Make:T InpatientTrooms,ToutpatientTclinics,TemergencyTroom,ToperatingTrooms
Deliver:TSchedulingTpatients,TprovidingTtreatment,TambulanceTservice,TfamilyTcounselin
gTReturn:TBillingTerrors,TfollowTupTvisits
d. AnTinsuranceTcompany
Source:T SuppliesTneededTforTtheToffice,Tunderwriters,TlegalTauthorityTtoToperate
1-3
, Operations and Supply Chain Management
T T T T
Make:TEstablishTpolicyTguidelinesTandTpricing,TfieldTagent/representativeTandTfacilityTn
etwork,TdevelopTInternetTserviceTcapabilities,TestablishTpreferredTvehicleTrepairTserviceT
network
Deliver:TMeetTwithTandTadviseTclients,TwriteTpolicies,TprocessTandTpayTclaim
sTReturn:T refundTofToverpayments
2. DefineTtheTserviceTpackageTofTyourTcollegeTorTuniversity.TWhatTisTitsTstrongestTelement?TWhatTisT
itsTweakestTone?
TheTcategoriesTwithTexamplesTare:
SupportingTfacilityT-
Tlocation,Tbuildings,Tlabs,TparkingTFacilitatingTgoodsT–
TclassTschedules,Tcomputers,Tbooks,Tchalk
ExplicitTservicesT–
TclassesTwithTqualifiedTinstructors,TplacementTofficesTImplicitTservicesT
–TstatusTandTreputationT(e.g.,TIvyTLeagueTschools)
AtTIndianaTUniversityTandTtheTUniversityTofTSouthernTCalifornia,TamongTtheirTstrongestTelem
entsTareTtheirTbusinessTschoolsTandTtheirTOperationsTManagementTprogramsT(ofTcourse).TBot
hTalsoThaveTveryTdedicatedTalumniTnetworks.TATweakTelementTofTIndianaTUniversityTisTitsTwe
akTfootballTprogram;TforTUSC,TweakTelementsTareTon-campusTparkingTandThousing.
3. WhatTserviceTindustryThasTimpressedTyouTtheTmostTwithTitsTinnovativeness?
OurTvoteTgoesTtoTcruiseTlinesTwhichThaveTintroducedTsuchTonboardTinnovationsTasTwaveTmac
hinesTforTbellyTboardingTandTrockTclimbingTwalls,TasTwellTasTallTsortsTofTotherTamenitiesTtoTke
epTcruisersTinvolved.T TheTindustryTisTdoingTrecordTbusinessTasTwell.
SomeTofTtheTstandoutTcompaniesTinTlessTinnovativeTindustriesTareTBankTofTAmericaT(hasTaTfor
malizedTresearchTprogramTtoTtryToutTnewTcustomerTservices/amenitiesTsuchTasTvideoTscreensTi
nTnextTtoTtellerTlines),TIntuitT(e.g.,TputtingTQuickenTmoneyTmanagementTsoftwareTonline),TIkea,T
JetBlueTAirlines,TandTProgressiveTInsuranceT(discussedTlaterTinTtheTbook).
4. WhatTisTproduct-serviceTbundlingTandTwhatTareTtheTbenefitsTtoTcustomers?
Product-serviceTbundlingTisTaddingTValue-
addedTservicesTtoTaTfirm’sTproductTofferingsTtoTcreateTmoreTvalueTforTtheTcustomer.TThisTprovi
desTbenefitsTinTtwoTareas.TFirst,TthisTdifferentiatesTtheTorganizationTfromTtheTcompetition.TSec
ondly,TtheseTservicesTtieTcustomersTtoTtheTorganizationTinTaTpositiveTway.TAlternatively,Tbundli
ngTcanTalsoTinvolveTaddingTproductsTtoTaTservice,TforTexample,TaddingTtheTsaleTofTconvenience
TitemsTandTsnacksTatTaThotel.
5. WhatTisTtheTdifferenceTbetweenTaTserviceTandTaTgood?
ATserviceTisTanTintangibleTprocessT(youTcan’tTholdTitTinTyourThands),TwhileTaTgoodTisTtheTphysic
alToutputTofTaTprocess.
6. LookTatTtheTjobTpostingsTatThttp://www.indeed.comTandTevaluateTtheTopportunitiesTforTa
nTOSMTmajorTwithTseveralTyearsTofTexperience.
1-4
