Operations and Supply Chain Management
u u u u
SOLUTION MANUAL u
Operations and Supply Chain Management, 17th Edition
u u u u u u u
by F. Robert Jacobs and Richard Chase
u u u u u u
u Chapters 1 - 22 | Complete
u u u u u u
1-1
, Operations and Supply Chain Management
u u u u
TABLE OF CONTENTS
u u
Chapteru1:uIntroduction
Chapteru2:uStrategy
Chapteru3:uDesignuofuProductsuanduServices
Chapteru4:uProjects
Chapteru5:uStrategicuCapacityuManagement
Chapteru6:uLearninguCurves
Chapteru7:uManufacturinguProcesses
Chapteru8:uFacilityuLayout
Chapteru9:uServiceuProcesses
Chapteru10:uWaitinguLineuAnalysisuanduSimulation
Chapteru11:uProcessuDesignuanduAnalysis
Chapteru12:uQualityuManagement
Chapteru13:uStatisticaluQualityuControl
Chapteru14:uLeanuSupplyuChains
Chapteru15:uLogisticsuanduDistributionuManagement
Chapteru16:uGlobaluSourcinguanduProcurement
Chapteru17:uTheuInternetuofuThingsuanduERP
Chapteru18:uForecasting
Chapteru19:uSalesuanduOperationsuPlanning
Chapteru20:uInventoryuManagement
Chapteru21:uMaterialuRequirementsuPlanning
Chapteru22:uWorkcenteruScheduling
1-2
, Operations and Supply Chain Management
u u u u
CHAPTER 1 u
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
u u u u
DiscussionuQuestions
1. UsinguExhibitu1.3uasuaumodel,udescribeutheusource-make-deliver-
returnurelationshipsuinutheufollowingusystems:
a. Anuairline
Source:u Aircraftumanufacturer,uin-flightufood,urepairuparts,ucomputerusystems
Make:uAircraftuanduflightucrewuscheduling,ugrounduservicesuprovideduatuairports,uaircraft
umaintenanceuandurepair
Deliver:uOutbounduanduarrivingupassengeruservice,ubaggageuhandlinguRet
urn:uResolveuanyupost-serviceuissuesusuchuasulostuorudamageduluggage
b. Anuautomobileumanufacturer
Source:u Suppliersuofucomponentsuandurawumaterials
Make:uManufacturinguofuvehiclesuanducomponentsuorusubassembliesutoubeusolduasuspareu
parts
Deliver:uDeliveryutouandusalesufromudealerships,udeliveryuofuspareupartsutoutheuwholesal
eusystem
Return:u Warrantyuandurecallurepairs,utrade-ins
c. Auhospital
Source:uMedicalusupplies,ucleaninguservices,udisposaluservices,ufooduservices,uqualifiedupe
rsonnel
Make:u Inpatienturooms,uoutpatientuclinics,uemergencyuroom,uoperatingurooms
Deliver:uSchedulingupatients,uprovidingutreatment,uambulanceuservice,ufamilyucounselingu
Return:uBillinguerrors,ufollowuupuvisits
d. Anuinsuranceucompany
Source:u Suppliesuneededuforutheuoffice,uunderwriters,ulegaluauthorityutouoperate
1-3
, Operations and Supply Chain Management
u u u u
Make:uEstablishupolicyuguidelinesuandupricing,ufielduagent/representativeuandufacilityune
twork,udevelopuInternetuserviceucapabilities,uestablishupreferreduvehicleurepairuserviceune
twork
Deliver:uMeetuwithuanduadviseuclients,uwriteupolicies,uprocessuandupayuclaims
uReturn:u refunduofuoverpayments
2. Defineutheuserviceupackageuofuyourucollegeuoruuniversity.uWhatuisuitsustrongestuelement?uWhatuisui
tsuweakestuone?
Theucategoriesuwithuexamplesuare:
Supportingufacilityu-
ulocation,ubuildings,ulabs,uparkinguFacilitatingugoodsu–
uclassuschedules,ucomputers,ubooks,uchalk
Explicituservicesu–
uclassesuwithuqualifieduinstructors,uplacementuofficesuImplicituservicesu
–ustatusuandureputationu(e.g.,uIvyuLeagueuschools)
AtuIndianauUniversityuandutheuUniversityuofuSouthernuCalifornia,uamongutheirustrongestuelem
entsuareutheirubusinessuschoolsuandutheiruOperationsuManagementuprogramsu(ofucourse).uBoth
ualsouhaveuveryudedicatedualumniunetworks.uAuweakuelementuofuIndianauUniversityuisuitsuweaku
footballuprogram;uforuUSC,uweakuelementsuareuon-campusuparkinguanduhousing.
3. Whatuserviceuindustryuhasuimpresseduyouutheumostuwithuitsuinnovativeness?
Ouruvoteugoesutoucruiseulinesuwhichuhaveuintroducedusuchuonboarduinnovationsuasuwaveumach
inesuforubellyuboardinguandurockuclimbinguwalls,uasuwelluasuallusortsuofuotheruamenitiesutoukeepu
cruisersuinvolved.u Theuindustryuisudoingurecordubusinessuasuwell.
SomeuofutheustandoutucompaniesuinulessuinnovativeuindustriesuareuBankuofuAmericau(hasuauform
alizeduresearchuprogramutoutryuoutunewucustomeruservices/amenitiesusuchuasuvideouscreensuinun
extutoutellerulines),uIntuitu(e.g.,uputtinguQuickenumoneyumanagementusoftwareuonline),uIkea,uJetB
lueuAirlines,uanduProgressiveuInsuranceu(discussedulateruinutheubook).
4. Whatuisuproduct-serviceubundlinguanduwhatuareutheubenefitsutoucustomers?
Product-serviceubundlinguisuaddinguValue-
addeduservicesutouaufirm’suproductuofferingsutoucreateumoreuvalueuforutheucustomer.uThisuprovid
esubenefitsuinutwouareas.uFirst,uthisudifferentiatesutheuorganizationufromutheucompetition.uSecon
dly,utheseuservicesutieucustomersutoutheuorganizationuinuaupositiveuway.uAlternatively,ubundlinguc
anualsouinvolveuaddinguproductsutouauservice,uforuexample,uaddingutheusaleuofuconvenienceuitem
suandusnacksuatuauhotel.
5. Whatuisutheudifferenceubetweenuauserviceuanduaugood?
Auserviceuisuanuintangibleuprocessu(youucan’tuholduituinuyouruhands),uwhileuaugooduisutheuphysica
luoutputuofuauprocess.
6. Lookuatutheujobupostingsuatuhttp://www.indeed.comuanduevaluateutheuopportunitiesuforua
nuOSMumajoruwithuseveraluyearsuofuexperience.
1-4
u u u u
SOLUTION MANUAL u
Operations and Supply Chain Management, 17th Edition
u u u u u u u
by F. Robert Jacobs and Richard Chase
u u u u u u
u Chapters 1 - 22 | Complete
u u u u u u
1-1
, Operations and Supply Chain Management
u u u u
TABLE OF CONTENTS
u u
Chapteru1:uIntroduction
Chapteru2:uStrategy
Chapteru3:uDesignuofuProductsuanduServices
Chapteru4:uProjects
Chapteru5:uStrategicuCapacityuManagement
Chapteru6:uLearninguCurves
Chapteru7:uManufacturinguProcesses
Chapteru8:uFacilityuLayout
Chapteru9:uServiceuProcesses
Chapteru10:uWaitinguLineuAnalysisuanduSimulation
Chapteru11:uProcessuDesignuanduAnalysis
Chapteru12:uQualityuManagement
Chapteru13:uStatisticaluQualityuControl
Chapteru14:uLeanuSupplyuChains
Chapteru15:uLogisticsuanduDistributionuManagement
Chapteru16:uGlobaluSourcinguanduProcurement
Chapteru17:uTheuInternetuofuThingsuanduERP
Chapteru18:uForecasting
Chapteru19:uSalesuanduOperationsuPlanning
Chapteru20:uInventoryuManagement
Chapteru21:uMaterialuRequirementsuPlanning
Chapteru22:uWorkcenteruScheduling
1-2
, Operations and Supply Chain Management
u u u u
CHAPTER 1 u
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
u u u u
DiscussionuQuestions
1. UsinguExhibitu1.3uasuaumodel,udescribeutheusource-make-deliver-
returnurelationshipsuinutheufollowingusystems:
a. Anuairline
Source:u Aircraftumanufacturer,uin-flightufood,urepairuparts,ucomputerusystems
Make:uAircraftuanduflightucrewuscheduling,ugrounduservicesuprovideduatuairports,uaircraft
umaintenanceuandurepair
Deliver:uOutbounduanduarrivingupassengeruservice,ubaggageuhandlinguRet
urn:uResolveuanyupost-serviceuissuesusuchuasulostuorudamageduluggage
b. Anuautomobileumanufacturer
Source:u Suppliersuofucomponentsuandurawumaterials
Make:uManufacturinguofuvehiclesuanducomponentsuorusubassembliesutoubeusolduasuspareu
parts
Deliver:uDeliveryutouandusalesufromudealerships,udeliveryuofuspareupartsutoutheuwholesal
eusystem
Return:u Warrantyuandurecallurepairs,utrade-ins
c. Auhospital
Source:uMedicalusupplies,ucleaninguservices,udisposaluservices,ufooduservices,uqualifiedupe
rsonnel
Make:u Inpatienturooms,uoutpatientuclinics,uemergencyuroom,uoperatingurooms
Deliver:uSchedulingupatients,uprovidingutreatment,uambulanceuservice,ufamilyucounselingu
Return:uBillinguerrors,ufollowuupuvisits
d. Anuinsuranceucompany
Source:u Suppliesuneededuforutheuoffice,uunderwriters,ulegaluauthorityutouoperate
1-3
, Operations and Supply Chain Management
u u u u
Make:uEstablishupolicyuguidelinesuandupricing,ufielduagent/representativeuandufacilityune
twork,udevelopuInternetuserviceucapabilities,uestablishupreferreduvehicleurepairuserviceune
twork
Deliver:uMeetuwithuanduadviseuclients,uwriteupolicies,uprocessuandupayuclaims
uReturn:u refunduofuoverpayments
2. Defineutheuserviceupackageuofuyourucollegeuoruuniversity.uWhatuisuitsustrongestuelement?uWhatuisui
tsuweakestuone?
Theucategoriesuwithuexamplesuare:
Supportingufacilityu-
ulocation,ubuildings,ulabs,uparkinguFacilitatingugoodsu–
uclassuschedules,ucomputers,ubooks,uchalk
Explicituservicesu–
uclassesuwithuqualifieduinstructors,uplacementuofficesuImplicituservicesu
–ustatusuandureputationu(e.g.,uIvyuLeagueuschools)
AtuIndianauUniversityuandutheuUniversityuofuSouthernuCalifornia,uamongutheirustrongestuelem
entsuareutheirubusinessuschoolsuandutheiruOperationsuManagementuprogramsu(ofucourse).uBoth
ualsouhaveuveryudedicatedualumniunetworks.uAuweakuelementuofuIndianauUniversityuisuitsuweaku
footballuprogram;uforuUSC,uweakuelementsuareuon-campusuparkinguanduhousing.
3. Whatuserviceuindustryuhasuimpresseduyouutheumostuwithuitsuinnovativeness?
Ouruvoteugoesutoucruiseulinesuwhichuhaveuintroducedusuchuonboarduinnovationsuasuwaveumach
inesuforubellyuboardinguandurockuclimbinguwalls,uasuwelluasuallusortsuofuotheruamenitiesutoukeepu
cruisersuinvolved.u Theuindustryuisudoingurecordubusinessuasuwell.
SomeuofutheustandoutucompaniesuinulessuinnovativeuindustriesuareuBankuofuAmericau(hasuauform
alizeduresearchuprogramutoutryuoutunewucustomeruservices/amenitiesusuchuasuvideouscreensuinun
extutoutellerulines),uIntuitu(e.g.,uputtinguQuickenumoneyumanagementusoftwareuonline),uIkea,uJetB
lueuAirlines,uanduProgressiveuInsuranceu(discussedulateruinutheubook).
4. Whatuisuproduct-serviceubundlinguanduwhatuareutheubenefitsutoucustomers?
Product-serviceubundlinguisuaddinguValue-
addeduservicesutouaufirm’suproductuofferingsutoucreateumoreuvalueuforutheucustomer.uThisuprovid
esubenefitsuinutwouareas.uFirst,uthisudifferentiatesutheuorganizationufromutheucompetition.uSecon
dly,utheseuservicesutieucustomersutoutheuorganizationuinuaupositiveuway.uAlternatively,ubundlinguc
anualsouinvolveuaddinguproductsutouauservice,uforuexample,uaddingutheusaleuofuconvenienceuitem
suandusnacksuatuauhotel.
5. Whatuisutheudifferenceubetweenuauserviceuanduaugood?
Auserviceuisuanuintangibleuprocessu(youucan’tuholduituinuyouruhands),uwhileuaugooduisutheuphysica
luoutputuofuauprocess.
6. Lookuatutheujobupostingsuatuhttp://www.indeed.comuanduevaluateutheuopportunitiesuforua
nuOSMumajoruwithuseveraluyearsuofuexperience.
1-4
