Operations and Supply Chain Management
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
• TABLE OF CONTENTS
Chapter 1: Introduction
Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
1-2
, Operations and Supply Chain Management
Chapter 22: Workcenter Scheduling
CHAPTER 1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Discussion Questions
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return
relationships in the following systems:
a. An airline
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
Make: Aircraft and flight crew scheduling, ground services provided at airports,
aircraft maintenance and repair
Deliver: Outbound and arriving passenger service, baggage
handling Return: Resolve any post-service issues such as lost or
damaged luggage
b. An automobile manufacturer
Source: Suppliers of components and raw materials
Make: Manufacturing of vehicles and components or subassemblies to be sold
as spare parts
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the
wholesale system
Return: Warranty and recall repairs, trade-ins
c. A hospital
Source: Medical supplies, cleaning services, disposal services, food services,
qualified personnel
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
Deliver: Scheduling patients, providing treatment, ambulance service, family
counseling Return: Billing errors, follow up visits
d. An insurance company
Source: Supplies needed for the office, underwriters, legal authority to operate
1-3
, Operations and Supply Chain Management
Make:aEstablishapolicyaguidelinesaandapricing,afieldaagent/representativeaandafacil
ityanetwork,adevelopaInternetaserviceacapabilities,aestablishapreferredavehiclearepa
iraserviceanetwork
Deliver:aMeetawithaandaadviseaclients,awriteapolicies,aprocessaandapayacl
aimsaReturn:a refundaofaoverpayments
2. Defineatheaserviceapackageaofayouracollegeaorauniversity.aWhataisaitsastrongestaelement?aW
hataisaitsaweakestaone?
Theacategoriesawithaexamplesaare:
Supportingafacilitya-
alocation,abuildings,alabs,aparkingaFacilitatingagoodsa–
aclassaschedules,acomputers,abooks,achalk
Explicitaservicesa–
aclassesawithaqualifiedainstructors,aplacementaofficesaImplicitaservi
cesa–astatusaandareputationa(e.g.,aIvyaLeagueaschools)
AtaIndianaaUniversityaandatheaUniversityaofaSouthernaCalifornia,aamongatheirastrongest
aelementsaareatheirabusinessaschoolsaandatheiraOperationsaManagementaprogramsa(ofa
course).aBothaalsoahaveaveryadedicatedaalumnianetworks.aAaweakaelementaofaIndianaaUn
iversityaisaitsaweakafootballaprogram;aforaUSC,aweakaelementsaareaon-
campusaparkingaandahousing.
3. Whataserviceaindustryahasaimpressedayouatheamostawithaitsainnovativeness?
Ouravoteagoesatoacruisealinesawhichahaveaintroducedasuchaonboardainnovationsaasawav
eamachinesaforabellyaboardingaandarockaclimbingawalls,aasawellaasaallasortsaofaotheraame
nitiesatoakeepacruisersainvolved.a Theaindustryaisadoingarecordabusinessaasawell.
SomeaofatheastandoutacompaniesainalessainnovativeaindustriesaareaBankaofaAmericaa(hasaa
aformalizedaresearchaprogramatoatryaoutanewacustomeraservices/amenitiesasuchaasavideoa
screensainanextatoatelleralines),aIntuita(e.g.,aputtingaQuickenamoneyamanagementasoftwarea
online),aIkea,aJetBlueaAirlines,aandaProgressiveaInsurancea(discussedalaterainatheabook).
4. Whataisaproduct-serviceabundlingaandawhataareatheabenefitsatoacustomers?
Product-serviceabundlingaisaaddingaValue-
addedaservicesatoaaafirm’saproductaofferingsatoacreateamoreavalueaforatheacustomer.aThisa
providesabenefitsainatwoaareas.aFirst,athisadifferentiatesatheaorganizationafromatheacompet
ition.aSecondly,atheseaservicesatieacustomersatoatheaorganizationainaaapositiveaway.aAltern
atively,abundlingacanaalsoainvolveaaddingaproductsatoaaaservice,aforaexample,aaddingathea
saleaofaconvenienceaitemsaandasnacksaataaahotel.
5. Whataisatheadifferenceabetweenaaaserviceaandaaagood?
1-4
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
• TABLE OF CONTENTS
Chapter 1: Introduction
Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
1-2
, Operations and Supply Chain Management
Chapter 22: Workcenter Scheduling
CHAPTER 1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Discussion Questions
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return
relationships in the following systems:
a. An airline
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
Make: Aircraft and flight crew scheduling, ground services provided at airports,
aircraft maintenance and repair
Deliver: Outbound and arriving passenger service, baggage
handling Return: Resolve any post-service issues such as lost or
damaged luggage
b. An automobile manufacturer
Source: Suppliers of components and raw materials
Make: Manufacturing of vehicles and components or subassemblies to be sold
as spare parts
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the
wholesale system
Return: Warranty and recall repairs, trade-ins
c. A hospital
Source: Medical supplies, cleaning services, disposal services, food services,
qualified personnel
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
Deliver: Scheduling patients, providing treatment, ambulance service, family
counseling Return: Billing errors, follow up visits
d. An insurance company
Source: Supplies needed for the office, underwriters, legal authority to operate
1-3
, Operations and Supply Chain Management
Make:aEstablishapolicyaguidelinesaandapricing,afieldaagent/representativeaandafacil
ityanetwork,adevelopaInternetaserviceacapabilities,aestablishapreferredavehiclearepa
iraserviceanetwork
Deliver:aMeetawithaandaadviseaclients,awriteapolicies,aprocessaandapayacl
aimsaReturn:a refundaofaoverpayments
2. Defineatheaserviceapackageaofayouracollegeaorauniversity.aWhataisaitsastrongestaelement?aW
hataisaitsaweakestaone?
Theacategoriesawithaexamplesaare:
Supportingafacilitya-
alocation,abuildings,alabs,aparkingaFacilitatingagoodsa–
aclassaschedules,acomputers,abooks,achalk
Explicitaservicesa–
aclassesawithaqualifiedainstructors,aplacementaofficesaImplicitaservi
cesa–astatusaandareputationa(e.g.,aIvyaLeagueaschools)
AtaIndianaaUniversityaandatheaUniversityaofaSouthernaCalifornia,aamongatheirastrongest
aelementsaareatheirabusinessaschoolsaandatheiraOperationsaManagementaprogramsa(ofa
course).aBothaalsoahaveaveryadedicatedaalumnianetworks.aAaweakaelementaofaIndianaaUn
iversityaisaitsaweakafootballaprogram;aforaUSC,aweakaelementsaareaon-
campusaparkingaandahousing.
3. Whataserviceaindustryahasaimpressedayouatheamostawithaitsainnovativeness?
Ouravoteagoesatoacruisealinesawhichahaveaintroducedasuchaonboardainnovationsaasawav
eamachinesaforabellyaboardingaandarockaclimbingawalls,aasawellaasaallasortsaofaotheraame
nitiesatoakeepacruisersainvolved.a Theaindustryaisadoingarecordabusinessaasawell.
SomeaofatheastandoutacompaniesainalessainnovativeaindustriesaareaBankaofaAmericaa(hasaa
aformalizedaresearchaprogramatoatryaoutanewacustomeraservices/amenitiesasuchaasavideoa
screensainanextatoatelleralines),aIntuita(e.g.,aputtingaQuickenamoneyamanagementasoftwarea
online),aIkea,aJetBlueaAirlines,aandaProgressiveaInsurancea(discussedalaterainatheabook).
4. Whataisaproduct-serviceabundlingaandawhataareatheabenefitsatoacustomers?
Product-serviceabundlingaisaaddingaValue-
addedaservicesatoaaafirm’saproductaofferingsatoacreateamoreavalueaforatheacustomer.aThisa
providesabenefitsainatwoaareas.aFirst,athisadifferentiatesatheaorganizationafromatheacompet
ition.aSecondly,atheseaservicesatieacustomersatoatheaorganizationainaaapositiveaway.aAltern
atively,abundlingacanaalsoainvolveaaddingaproductsatoaaaservice,aforaexample,aaddingathea
saleaofaconvenienceaitemsaandasnacksaataaahotel.
5. Whataisatheadifferenceabetweenaaaserviceaandaaagood?
1-4
