Solution manual for operations and supply chain management 16th edition by f robert jacobs - Copy

Operations and Supply Chain Management
b b b b




SOLUTION MANUAL b




Operations and Supply Chain Management, 17th Edition
b b b b b b b




by F. Robert Jacobs and Richard Chase
b b b b b b




Chapters 1 - 22 | Complete
b b b b b b b




1-1

, Operations and Supply Chain Management
b b b b




• TABLE OF CONTENTS b b




Chapter 1: Introduction
b b




Chapter 2: Strategy
b b




Chapter 3: Design of Products and Services
b b b b b b




Chapter 4: Projects
b b




Chapter 5: Strategic Capacity Management
b b b b




Chapter 6: Learning Curves
b b b




Chapter 7: Manufacturing Processes
b b b




Chapter 8: Facility Layout
b b b




Chapter 9: Service Processes
b b b




Chapter 10: Waiting Line Analysis and Simulation
b b b b b b




Chapter 11: Process Design and Analysis
b b b b b




Chapter 12: Quality Management
b b b




Chapter 13: Statistical Quality Control
b b b b




Chapter 14: Lean Supply Chains
b b b b




Chapter 15: Logistics and Distribution Management
b b b b b




Chapter 16: Global Sourcing and Procurement
b b b b b




Chapter 17: The Internet of Things and ERP
b b b b b b b




Chapter 18: Forecasting
b b




Chapter 19: Sales and Operations Planning
b b b b b




Chapter 20: Inventory Management
b b b




Chapter 21: Material Requirements Planning
b b b b




Chapter 22: Workcenter Scheduling
b b b




1-2

, Operations and Supply Chain Management b b b b




CHAPTER1 b




OPERATIONSAND SUPPLYCHAINMANAGEMENT b b b b




DiscussionQuestions b




1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the
b b b b b b b b b b b




following systems:
b b




a. An airline
b




Source: Aircraftmanufacturer, in-flight food,repair parts,computer systems
b b b b b b b b




Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
b b b b b b b b b b b




maintenance and repair b b b




Deliver: Outbound and arriving passenger service, baggage handling
b b b b b b b




Return: Resolve any post-service issues such as lost ordamaged luggage
b b b b b b b b b b b




b. An automobile manufacturer
b b




Source: Suppliers of components and raw materials b b b b b b




Make: Manufacturing of vehicles and components or subassemblies to be sold as spareparts
b b b b b b b b b b b b b




Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale
b b b b b b b b b b b b b




system b




Return: Warranty and recall repairs, trade-ins b b b b b




c. A hospital
b




Source: Medical supplies, cleaning services, disposal services, food services, qualified
b b b b b b b b b




personnel b




Make: Inpatientrooms, outpatient clinics, emergencyroom, operatingrooms
b b b b b b b b




Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
b b b b b b b b




Return: Billing errors, follow up visits
b b b b b b




d. An insurance company
b b




Source: Supplies needed for theoffice, underwriters, legal authority tooperate
b b b b b b b b b b




1-3

, Operations and Supply Chain Management b b b b




Make: Establish policy guidelines and pricing, field agent/representative and facility
b b b b b b b b b




network, develop Internet service capabilities, establish preferred vehicle repair service
b b b b b b b b b b




network
b




Deliver: Meet with and advise clients, write policies, process and pay claims b b b b b b b b b b b




Return: refund of overpayments
b b b b




2. Define the service package of your college or university. What is its strongest element? What isits
b b b b b b b b b b b b b b b b




weakest one?
b b




The categories with examples are:
b b b b




Supporting facility - location, buildings, labs, parking Facilitating b b b b b b b




goods – class schedules,computers, books, chalk
b b b b b b b




Explicit services – classes with qualified instructors, placement offices b b b b b b b b




Implicit services – status and reputation (e.g., Ivy League schools)
b b b b b b b b b b




At Indiana University and the University of Southern California, among their strongest elements
b b b b b b b b b b b b




are their business schools and their Operations Management programs (of course).Both also
b b b b b b b b b b b b b




have very dedicated alumni networks. A weak element of Indiana University is its weak football
b b b b b b b b b b b b b b b




program; for USC, weakelements are on-campus parking and housing.
b b b b b b b b b b




3. What service industryhas impressed you the most with its innovativeness?
b b b b b b b b b b




Our vote goes to cruise lines which have introduced such onboard innovations as wave machines
b b b b b b b b b b b b b b




for belly boarding and rock climbing walls, as well as all sorts of other amenities tokeep cruisers
b b b b b b b b b b b b b b b b b b




involved. The industry is doing record business as well.
b b b b b b b b b




Some of the standout companies in less innovative industries are Bank of America (has a formalized
b b b b b b b b b b b b b b b




research program to try out new customer services/amenities such as video screensin next to teller
b b b b b b b b b b b b b b b b




lines), Intuit (e.g., putting Quicken money management software online), Ikea,JetBlue Airlines, and
b b b b b b b b b b b b b




Progressive Insurance (discussed later inthe book).
b b b b b b b




4. What is product-service bundling and what are the benefits to customers?
b b b b b b b b b b




Product-service bundling is adding Value-added services to a firm’s product offerings to create b b b b b b b b b b b b




more value for the customer. This provides benefits in two areas. First, this differentiates the
b b b b b b b b b b b b b b b




organization from the competition. Secondly, these services tie customers to the organizationin a
b b b b b b b b b b b b b b




positive way. Alternatively, bundling can also involve adding products to a service, for example,
b b b b b b b b b b b b b b




adding the sale of convenience items and snacks at a hotel.
b b b b b b b b b b b




5. What is the difference between aservice and a good? b b b b b b b b b




A service is an intangible process (you can’t hold it in your hands), while a good is the physicaloutput
b b b b b b b b b b b b b b b b b b b




of a process.
b b b




6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
b b b b b b b b b b b b




OSM major with several years of experience.
b b b b b b b




1-4