Operations and Supply Chain Management
ft ft ft ft
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
ft ft ft ft
TABLE OF CONTENTS ft ft
Chapter 1: Introduction
ft ft
Chapter 2: Strategy
ft ft
Chapter 3: Design of Products and Services
ft ft ft ft ft ft
Chapter 4: Projects
ft ft
Chapter 5: Strategic Capacity Management
ft ft ft ft
Chapter 6: Learning Curves
ft ft ft
Chapter 7: Manufacturing Processes
ft ft ft
Chapter 8: Facility Layout
ft ft ft
Chapter 9: Service Processes
ft ft ft
Chapter 10: Waiting Line Analysis and Simulation
ft ft ft ft ft ft
Chapter 11: Process Design and Analysis
ft ft ft ft ft
Chapter 12: Quality Management
ft ft ft
Chapter 13: Statistical Quality Control
ft ft ft ft
Chapter 14: Lean Supply Chains
ft ft ft ft
Chapter 15: Logistics and Distribution Management
ft ft ft ft ft
Chapter 16: Global Sourcing and Procurement
ft ft ft ft ft
Chapter 17: The Internet of Things and ERP
ft ft ft ft ft ft ft
Chapter 18: Forecasting
ft ft
Chapter 19: Sales and Operations Planning
ft ft ft ft ft
Chapter 20: Inventory Management
ft ft ft
Chapter 21: Material Requirements Planning
ft ft ft ft
1-2
, Operations and Supply Chain Management ft ft ft ft
Chapter 22: Workcenter Scheduling
ft ft ft
CHAPTER 1 ft
OPERATIONS AND SUPPLY CHAIN MANAGEMENT ft ft ft ft
Discussion Questions ft
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-
ft ft ft ft ft ft ft ft
return relationships in thefollowing systems:
ft ft ft tf ft
a. An airline
ft
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
f t ft ft ft ft ft ft ft
Make: Aircraft and flight crew scheduling, ground services provided at airports, air
ft ft ft ft ft ft ft ft ft ft ft
craftmaintenance and repair tf ft ft
Deliver: Outbound and arriving passenger service, baggage handlin
ft ft ft ft ft ft ft
g Return: Resolve any post-
ft ft ft ft
service issues such as lost or damaged luggage
ft ft ft ft ft ft ft
b. An automobile manufacturer
ft ft
Source: Suppliers of components and raw materials
f t ft ft ft ft ft
Make: Manufacturing of vehicles and components or subassemblies to be sold as s
ft ft ft ft ft ft ft ft ft ft ft ft
pareparts tf
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the whole
ft ft ft ft ft ft ft ft ft ft ft ft ft
salesystem tf
Return: Warranty and recall repairs, trade-ins f t ft ft ft ft
c. A hospital
ft
Source: Medical supplies, cleaning services, disposal services, food services, qualifi
ft ft ft ft ft ft ft ft ft
edpersonnel
tf
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
f t ft ft ft ft ft ft ft
Deliver: Scheduling patients, providing treatment, ambulance service, family couns
ft ft ft ft ft ft ft ft
elingReturn: Billing errors, follow up visits
tf ft ft ft ft ft
d. An insurance company
ft ft
Source: Supplies needed for the office, underwriters, legal authority to operate
f t ft ft ft ft ft ft ft ft ft
1-3
, Operations and Supply Chain Management ft ft ft ft
Make: Establish policy guidelines and pricing, field agent/representative and facili
ft ft ft ft ft ft ft ft ft
ty network, develop Internet service capabilities, establish preferred vehicle repair
ft ft ft ft ft ft ft ft ft ft
servicenetwork tf
Deliver: Meet with and advise clients, write policies, process and pay cla
ft ft ft ft ft ft ft ft ft ft ft
imsReturn: refund of overpayments tf f t ft ft
2. Define the service package of your college or university. What is its strongest element? Wha
ft ft ft ft ft ft ft ft ft ft ft ft ft ft
t isits weakest one?
ft tf ft ft
The categories with examples are:
ft ft ft ft
Supporting facility - ft ft
location, buildings, labs, parking Facilitating goods –
ft ft ft ft ft ft ft
class schedules, computers, books, chalk
ft ft ft ft ft
Explicit services – ft ft
classes with qualified instructors, placement officesImplicit servic
ft ft ft ft ft ft tf ft
es – status and reputation (e.g., Ivy League schools)
ft ft ft ft ft ft ft ft
At Indiana University and the University of Southern California, among their strongest e
ft ft ft ft ft ft ft ft ft ft ft ft
lements are their business schools and their Operations Management programs (of cou
ft ft ft ft ft ft ft ft ft ft ft
rse).Both also have very dedicated alumni networks. A weak element of Indiana Universi
tf ft ft ft ft ft ft ft ft ft ft ft ft
ty is its weak football program; for USC, weak elements are on-
ft ft ft ft ft ft ft ft ft ft ft
campus parking and housing. ft ft ft
3. What service industry has impressed you the most with its innovativeness?
ft ft ft ft ft ft ft ft ft ft
Our vote goes to cruise lines which have introduced such onboard innovations as wave
ft ft ft ft ft ft ft ft ft ft ft ft ft ft
machines for belly boarding and rock climbing walls, as well as all sorts of other ameniti
ft ft ft ft ft ft ft ft ft ft ft ft ft ft ft
es tokeep cruisers involved. The industry is doing record business as well.
ft tf ft ft f t ft ft ft ft ft ft ft
Some of the standout companies in less innovative industries are Bank of America (has a f
ft ft ft ft ft ft ft ft ft ft ft ft ft ft ft
ormalized research program to try out new customer services/amenities such as video scr
ft ft ft ft ft ft ft ft ft ft ft ft
eensin next to teller lines), Intuit (e.g., putting Quicken money management software onli
tf ft ft ft ft ft ft ft ft ft ft ft ft
ne), Ikea,JetBlue Airlines, and Progressive Insurance (discussed later in the book).
ft tf ft ft ft ft ft ft ft ft ft
4. What is product-service bundling and what are the benefits to customers?
ft ft ft ft ft ft ft ft ft ft
Product-service bundling is adding Value- ft ft ft ft
added services to a firm’s product offerings to createmore value for the customer. This pr
ft ft ft ft ft ft ft ft tf ft ft ft ft ft ft
ovides benefits in two areas. First, this differentiates theorganization from the competitio
ft ft ft ft ft ft ft ft tf ft ft ft
n. Secondly, these services tie customers to the organizationin a positive way. Alternativel
ft ft ft ft ft ft ft ft tf ft ft ft ft
y, bundling can also involve adding products to a service, for example, adding the sale of
ft ft ft ft ft ft ft ft ft ft ft ft ft ft ft ft
convenience items and snacks at a hotel. ft ft ft ft ft ft
5. What is the difference between a service and a good?
ft ft ft ft ft ft ft ft ft
1-4