Solution Manual for Operations and Supply Chain Management 16th Edition By F. Robert Jacobs

1-1 SOLUTION MANUAL FOR OPERATIONS AND SUPPL Y CHAIN MANAGEMENT 1 6TH EDITION BY F. RO BERT JACOBS Chapter 1-22 CHAPTER 1 OPERATIONS AND SUPPL Y 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 service s 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 o f 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, a mbulance service , family counseling Return: Billing errors, follow up visits d. An insurance company Source: Supplies needed for the office, underwriters , legal authority to operate NURSEDOCS 1-2 Make: Establish policy guidelines and pricing, field agent/representative and facility network, develop Internet service capabilities, establish preferred vehicle repair service network Deliver: Meet with and advise clients, write policies, process and pay claims Return: refund of overpayments 2. Define the service package of your college or university. What is its strongest element? What is its weakest one? The categories with examples are: Supporting facility - location, buildin gs, labs, parking Facilitating goods – class schedules, computers, books , chalk Explicit services – classes with qualified instructors, placement offices Implicit services – status and reputation (e.g., Ivy League schools) At Indiana University and the University of Southern California, among their strongest elements are their business schools and their Operations Management programs (of course). Both also have very dedicated alumni networks. A weak element of Indiana Uni versity is its weak football program; for USC, weak elements are on -campus parking and housing. 3. What service industry has impressed you the most with its innovativeness? Our vote goes to cruise lines which have introduced such onboard innovations as w ave machines for belly boarding and rock climbing walls, as well as all sorts of other amenities to keep cruisers involved. The industry is doing record business as well. Some of the standout companies in less innovative industries are Bank of Ameri ca (has a formalized research program to try out new customer services/amenities such as video screens in next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea, JetBlue Airlines, and Progressive Insurance (discussed later in the book). 4. What is product -service bundling and w hat are the benefits to customers? Product -service bundling is adding Value -added services to a firm’s product offerings to create more value for the customer . Th is provide s bene fits in two areas. First, this differentiate s the organization from the competition. Secondly, these services tie customers to the organization in a positive way. Alternatively, bundling can also involve adding products to a service, for example, adding the sale of convenience items and snacks at a hotel. 5. What is the difference between a service and a good? A service is an intangible process (you can’t hold it in your hands) , while a good is the physical output of a process. 6. Look at the job postings at http:// www .indeed.com and evaluate the opportunities for an OSM major with several years of experience. NURSEDOCS 1-3 There are pages and pages of these when you do a search on operations supply chain management . Here are some examples: Global Active Ingredient Supply Planner FMC Corporation US - PA - Philadelphia This is your opportunity to join the Agricultural Products Group (APG) and work on the team responsible for global active ingredient planning. You'll serve as a central Supply Planner working in tandem ... Purchasing Manager (Buyer) Texas Dow Employees Credit Union (TDECU) US - TX - Lake Jackson - Nearest Metro area - South Houston Education Accredited university degree in Business or Marketing with certification in Purchasing, Inventory Management, or Logistics. Accr edited Purchasing Practitioner (APP) or Certified Purchasing ... Product Line Manager Cintas Corporation US - OH - Mason High School diploma or GED required, 4 year degree preferred Knowledge of and experience using Internet and Microsoft Office (Word, Ex cel, PowerPoint, and Email) 3 years management experience preferred ... Director Purchasing Legendary Baking US - CO - Denver CERTIFICATIONS & LICENSES • Valid Driver’s License and car insurance. • Certified Purchasing Manager certification (C.P.M.) prefe rred. • Certified Food Purchasing Manager ... Process Improvement Manager ARAMARK Corporation US - TX - Houston Bachelor's Degree required. Technical Engineering discipline within Industrial, Mechanical, Chemical, or Food Operations strongly preferred. • Minimum 5 years Lean manufacturing experience coupled ... 7. Recent outsourcing of parts and services that had previously been produced internally is addressed by which current issue facing operations and supply management today? The coordination of relationships between mutually supportive but separate organizations. 8. What factors account for the resurgence of interest in OSCM today? With companies facing competition on a global scale, and ever -advancing manufacturing and information technologies, firms realize the competitive advantage their OSCM functions can NURSEDOCS 1-4 provide if properly managed. Many have found that the same old way of doin g business leaves them unable to compete successfully. 9. As the field of OSCM has advanced, new concepts have been applied to help companies compete in a number of ways , including the advertisement of the firm’s products or services. One recent concept t o gain the attention of companies is promoting sustainability . Discuss how you have seen the idea of sustainability used by companies to advertise their goods or services. There of course will be a number of examples that students will bring up, though they may need some prodding to jog their memories. Some examples to start with might be IBM’s “I’m an IBMer” campaign where they advertise how they are “building a smarter pl anet.” Bottled water manufacturers have reduced the amount of plastic used in many of their products, thus saving production and distribution costs, but also allowing them to advertise how the new bottles are better for the environment because they result in less waste. 10. Some people tend to use the terms effectiveness and efficiency interchangeably, though we’ve seen they are different concepts. But is there any relationship at all between them? Can a firm be effective but inefficient? Very efficient bu t essentially ineffective? Both? Neither? Firms can be anywhere on these two dimensions. It is possible for a firm to be the best at what they do in serving their market, but be very wasteful in doing so. Alternatively, a firm could squeeze every last dollar out of their processes but fail to deliver what the market expects and desires. Of course, the best firms will provide the goods and services that the market desires, exactly as the market desires, and do so at a minimum cost. Firms that are both inefficient and ineffective do not survive for long in any market. NURSEDOCS