SOLUTION MANUAL
z
Operations and Supply Chain Management, 17th Edition
z z z z z z z
by F. Robert Jacobs and Richard Chase
z z z z z z
z Chapters 1 - 22 | Complete
z z z z z z
1-1
, TABLE OF CONTENTS
z z
Chapterz1:zIntroduction
Chapterz2:zStrategy
Chapterz3:zDesignzofzProductszandzServices
Chapterz4:zProjects
Chapterz5:zStrategiczCapacityzManagement
Chapterz6:zLearningzCurves
Chapterz7:zManufacturingzProcesses
Chapterz8:zFacilityzLayout
Chapterz9:zServicezProcesses
Chapterz10:zWaitingzLinezAnalysiszandzSimulation
Chapterz11:zProcesszDesignzandzAnalysis
Chapterz12:zQualityzManagement
Chapterz13:zStatisticalzQualityzControl
Chapterz14:zLeanzSupplyzChains
Chapterz15:zLogisticszandzDistributionzManagement
Chapterz16:zGlobalzSourcingzandzProcurement
Chapterz17:zThezInternetzofzThingszandzERP
Chapterz18:zForecasting
Chapterz19:zSaleszandzOperationszPlanning
Chapterz20:zInventoryzManagement
Chapterz21:zMaterialzRequirementszPlanning
Chapterz22:zWorkcenterzScheduling
1-2
,CHAPTER 1 z
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
z z z z
DiscussionzQuestions
1. UsingzExhibitz1.3zaszazmodel,zdescribezthezsource-make-deliver-
returnzrelationshipszinzthezfollowingzsystems:
a. Anzairline
Source:z Aircraftzmanufacturer,zin-flightzfood,zrepairzparts,zcomputerzsystems
Make:zAircraftzandzflightzcrewzscheduling,zgroundzserviceszprovidedzatzairports,zairc
raftzmaintenancezandzrepair
Deliver:zOutboundzandzarrivingzpassengerzservice,zbaggagezhandlingz
Return:zResolvezanyzpost-
servicezissueszsuchzaszlostzorzdamagedzluggage
b. Anzautomobilezmanufacturer
Source:z Supplierszofzcomponentszandzrawzmaterials
Make:zManufacturingzofzvehicleszandzcomponentszorzsubassembliesztozbezsoldzaszspa
rezparts
Deliver:zDeliveryztozandzsaleszfromzdealerships,zdeliveryzofzsparezpartsztozthezwholes
alezsystem
Return:z Warrantyzandzrecallzrepairs,ztrade-ins
c. Azhospital
Source:zMedicalzsupplies,zcleaningzservices,zdisposalzservices,zfoodzservices,zqualifiedzp
ersonnel
Make:z Inpatientzrooms,zoutpatientzclinics,zemergencyzroom,zoperatingzrooms
Deliver:zSchedulingzpatients,zprovidingztreatment,zambulancezservice,zfamilyzcounseli
ngzReturn:zBillingzerrors,zfollowzupzvisits
d. Anzinsurancezcompany
Source:z Supplieszneededzforzthezoffice,zunderwriters,zlegalzauthorityztozoperate
1-3
, Make:zEstablishzpolicyzguidelineszandzpricing,zfieldzagent/representativezandzfacility
znetwork,zdevelopzInternetzservicezcapabilities,zestablishzpreferredzvehiclezrepairzser
viceznetwork
Deliver:zMeetzwithzandzadvisezclients,zwritezpolicies,zprocesszandzpayzclai
mszReturn:z refundzofzoverpayments
2. Definezthezservicezpackagezofzyourzcollegezorzuniversity.zWhatziszitszstrongestzelement?zWh
atziszitszweakestzone?
Thezcategorieszwithzexampleszare:
Supportingzfacilityz-
zlocation,zbuildings,zlabs,zparkingzFacilitatingzgoodsz–
zclasszschedules,zcomputers,zbooks,zchalk
Explicitzservicesz–
zclasseszwithzqualifiedzinstructors,zplacementzofficeszImplicitzservice
sz–zstatuszandzreputationz(e.g.,zIvyzLeaguezschools)
AtzIndianazUniversityzandzthezUniversityzofzSouthernzCalifornia,zamongztheirzstrongestzel
ementszareztheirzbusinesszschoolszandztheirzOperationszManagementzprogramsz(ofzcourse)
.zBothzalsozhavezveryzdedicatedzalumniznetworks.zAzweakzelementzofzIndianazUniversityziszi
tszweakzfootballzprogram;zforzUSC,zweakzelementszarezon-campuszparkingzandzhousing.
3. Whatzservicezindustryzhaszimpressedzyouzthezmostzwithzitszinnovativeness?
Ourzvotezgoesztozcruisezlineszwhichzhavezintroducedzsuchzonboardzinnovationszaszwavezm
achineszforzbellyzboardingzandzrockzclimbingzwalls,zaszwellzaszallzsortszofzotherzamenitiesz
tozkeepzcruiserszinvolved.z Thezindustryziszdoingzrecordzbusinesszaszwell.
SomezofzthezstandoutzcompanieszinzlesszinnovativezindustrieszarezBankzofzAmericaz(haszazfor
malizedzresearchzprogramztoztryzoutznewzcustomerzservices/amenitieszsuchzaszvideozscreen
szinznextztoztellerzlines),zIntuitz(e.g.,zputtingzQuickenzmoneyzmanagementzsoftwarezonline),zIk
ea,zJetBluezAirlines,zandzProgressivezInsurancez(discussedzlaterzinzthezbook).
4. Whatziszproduct-servicezbundlingzandzwhatzarezthezbenefitsztozcustomers?
Product-servicezbundlingziszaddingzValue-
addedzservicesztozazfirm’szproductzofferingsztozcreatezmorezvaluezforzthezcustomer.zThiszprov
ideszbenefitszinztwozareas.zFirst,zthiszdifferentiateszthezorganizationzfromzthezcompetition.zS
econdly,zthesezservicesztiezcustomersztozthezorganizationzinzazpositivezway.zAlternatively,zbu
ndlingzcanzalsozinvolvezaddingzproductsztozazservice,zforzexample,zaddingzthezsalezofzconven
iencezitemszandzsnackszatzazhotel.
5. Whatziszthezdifferencezbetweenzazservicezandzazgood?
Azserviceziszanzintangiblezprocessz(youzcan’tzholdzitzinzyourzhands),zwhilezazgoodziszthezphys
icalzoutputzofzazprocess.
6. Lookzatzthezjobzpostingszatzhttp://www.indeed.comzandzevaluatezthezopportunitieszf
orzanzOSMzmajorzwithzseveralzyearszofzexperience.
1-4
