Operations and Supply Chain Management
x x x x
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
x x x x
• TABLE OF CONTENTS
x x
Chapterx1:xIntroduction
Chapterx2:xStrategy
Chapterx3:xDesignxofxProductsxandxServices
Chapterx4:xProjects
Chapterx5:xStrategicxCapacityxManagement
Chapterx6:xLearningxCurves
Chapterx7:xManufacturingxProcesses
Chapterx8:xFacilityxLayout
Chapterx9:xServicexProcesses
Chapterx10:xWaitingxLinexAnalysisxandxSimulation
Chapterx11:xProcessxDesignxandxAnalysis
Chapterx12:xQualityxManagement
Chapterx13:xStatisticalxQualityxControl
Chapterx14:xLeanxSupplyxChains
Chapterx15:xLogisticsxandxDistributionxManagement
Chapterx16:xGlobalxSourcingxandxProcurement
Chapterx17:xThexInternetxofxThingsxandxERP
Chapterx18:xForecasting
Chapterx19:xSalesxandxOperationsxPlanning
Chapterx20:xInventoryxManagement
Chapterx21:xMaterialxRequirementsxPlanning
Chapterx22:xWorkcenterxScheduling
1-2
, Operations and Supply Chain Management
x x x x
CHAPTER 1 x
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
x x x x
DiscussionxQuestions
1. UsingxExhibitx1.3xasxaxmodel,xdescribexthexsource-make-deliver-
returnxrelationshipsxinxthexfollowingxsystems:
a. Anxairline
Source:x Aircraftxmanufacturer,xin-flightxfood,xrepairxparts,xcomputerxsystems
Make:xAircraftxandxflightxcrewxscheduling,xgroundxservicesxprovidedxatxairports,xaircraftx
maintenancexandxrepair
Deliver:xOutboundxandxarrivingxpassengerxservice,xbaggagexhandlingxRet
urn:xResolvexanyxpost-servicexissuesxsuchxasxlostxorxdamagedxluggage
b. Anxautomobilexmanufacturer
Source:x Suppliersxofxcomponentsxandxrawxmaterials
Make:xManufacturingxofxvehiclesxandxcomponentsxorxsubassembliesxtoxbexsoldxasxsparexp
arts
Deliver:xDeliveryxtoxandxsalesxfromxdealerships,xdeliveryxofxsparexpartsxtoxthexwholesalexs
ystem
Return:x Warrantyxandxrecallxrepairs,xtrade-ins
c. Axhospital
Source:xMedicalxsupplies,xcleaningxservices,xdisposalxservices,xfoodxservices,xqualifiedxper
sonnel
Make:x Inpatientxrooms,xoutpatientxclinics,xemergencyxroom,xoperatingxrooms
Deliver:xSchedulingxpatients,xprovidingxtreatment,xambulancexservice,xfamilyxcounselingx
Return:xBillingxerrors,xfollowxupxvisits
d. Anxinsurancexcompany
Source:x Suppliesxneededxforxthexoffice,xunderwriters,xlegalxauthorityxtoxoperate
1-3
, Operations and Supply Chain Management
x x x x
Make:xEstablishxpolicyxguidelinesxandxpricing,xfieldxagent/representativexandxfacilityxnet
work,xdevelopxInternetxservicexcapabilities,xestablishxpreferredxvehiclexrepairxservicexnet
work
Deliver:xMeetxwithxandxadvisexclients,xwritexpolicies,xprocessxandxpayxclaimsx
Return:x refundxofxoverpayments
2. Definexthexservicexpackagexofxyourxcollegexorxuniversity.xWhatxisxitsxstrongestxelement?xWhatxisxits
xweakestxone?
Thexcategoriesxwithxexamplesxare:
Supportingxfacilityx-
xlocation,xbuildings,xlabs,xparkingxFacilitatingxgoodsx–
xclassxschedules,xcomputers,xbooks,xchalk
Explicitxservicesx–
xclassesxwithxqualifiedxinstructors,xplacementxofficesxImplicitxservicesx–
xstatusxandxreputationx(e.g.,xIvyxLeaguexschools)
AtxIndianaxUniversityxandxthexUniversityxofxSouthernxCalifornia,xamongxtheirxstrongestxeleme
ntsxarextheirxbusinessxschoolsxandxtheirxOperationsxManagementxprogramsx(ofxcourse).xBothxal
soxhavexveryxdedicatedxalumnixnetworks.xAxweakxelementxofxIndianaxUniversityxisxitsxweakxfoo
tballxprogram;xforxUSC,xweakxelementsxarexon-campusxparkingxandxhousing.
3. Whatxservicexindustryxhasximpressedxyouxthexmostxwithxitsxinnovativeness?
Ourxvotexgoesxtoxcruisexlinesxwhichxhavexintroducedxsuchxonboardxinnovationsxasxwavexmachi
nesxforxbellyxboardingxandxrockxclimbingxwalls,xasxwellxasxallxsortsxofxotherxamenitiesxtoxkeepxcr
uisersxinvolved.x Thexindustryxisxdoingxrecordxbusinessxasxwell.
SomexofxthexstandoutxcompaniesxinxlessxinnovativexindustriesxarexBankxofxAmericax(hasxaxformal
izedxresearchxprogramxtoxtryxoutxnewxcustomerxservices/amenitiesxsuchxasxvideoxscreensxinxnextx
toxtellerxlines),xIntuitx(e.g.,xputtingxQuickenxmoneyxmanagementxsoftwarexonline),xIkea,xJetBluexA
irlines,xandxProgressivexInsurancex(discussedxlaterxinxthexbook).
4. Whatxisxproduct-servicexbundlingxandxwhatxarexthexbenefitsxtoxcustomers?
Product-servicexbundlingxisxaddingxValue-
addedxservicesxtoxaxfirm’sxproductxofferingsxtoxcreatexmorexvaluexforxthexcustomer.xThisxprovide
sxbenefitsxinxtwoxareas.xFirst,xthisxdifferentiatesxthexorganizationxfromxthexcompetition.xSecondl
y,xthesexservicesxtiexcustomersxtoxthexorganizationxinxaxpositivexway.xAlternatively,xbundlingxcanx
alsoxinvolvexaddingxproductsxtoxaxservice,xforxexample,xaddingxthexsalexofxconveniencexitemsxan
dxsnacksxatxaxhotel.
5. Whatxisxthexdifferencexbetweenxaxservicexandxaxgood?
Axservicexisxanxintangiblexprocessx(youxcan’txholdxitxinxyourxhands),xwhilexaxgoodxisxthexphysicalxo
utputxofxaxprocess.
6. Lookxatxthexjobxpostingsxatxhttp://www.indeed.comxandxevaluatexthexopportunitiesxforxanx
OSMxmajorxwithxseveralxyearsxofxexperience.
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