Operations and Supply Chain Management
e e e e
SOLUTION MANUAL
Operations and Supply Chain Management,16th Edition
by Jacobs and Chase all Chapters 1-22
1-1
, Operations and Supply Chain Management
e e e e
• TABLE OF CONTENTS
e e
Chaptere1:eIntroduction
Chaptere2:eStrategy
Chaptere3:eDesigneofeProductseandeServices
Chaptere4:eProjects
Chaptere5:eStrategiceCapacityeManagement
Chaptere6:eLearningeCurves
Chaptere7:eManufacturingeProcesses
Chaptere8:eFacilityeLayout
Chaptere9:eServiceeProcesses
Chaptere10:eWaitingeLineeAnalysiseandeSimulation
Chaptere11:eProcesseDesigneandeAnalysis
Chaptere12:eQualityeManagement
Chaptere13:eStatisticaleQualityeControl
Chaptere14:eLeaneSupplyeChains
Chaptere15:eLogisticseandeDistributioneManagement
Chaptere16:eGlobaleSourcingeandeProcurement
Chaptere17:eTheeInterneteofeThingseandeERP
Chaptere18:eForecasting
Chaptere19:eSaleseandeOperationsePlanning
Chaptere20:eInventoryeManagement
Chaptere21:eMaterialeRequirementsePlanning
1-2
, Operations and Supply Chain Management
e e e e
Chaptere22:eWorkcentereScheduling
CHAPTER 1 e
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
e e e e
DiscussioneQuestions
1. UsingeExhibite1.3easeaemodel,edescribeetheesource-make-deliver-
returnerelationshipseinetheefollowingesystems:
a. Aneairline
Source:e Aircraftemanufacturer,ein-flightefood,erepaireparts,ecomputeresystems
Make:eAircrafteandeflightecrewescheduling,egroundeserviceseprovidedeateairports,eai
rcraftemaintenanceeanderepair
Deliver:eOutboundeandearrivingepassengereservice,ebaggageehandlin
geReturn:eResolveeanyepost-
serviceeissuesesucheaselosteoredamagedeluggage
b. Aneautomobileemanufacturer
Source:e Supplierseofecomponentseanderawematerials
Make:eManufacturingeofevehicleseandecomponentseoresubassembliesetoebeesoldeas
espareeparts
Deliver:eDeliveryetoeandesalesefromedealerships,edeliveryeofespareepartsetoetheewho
lesaleesystem
Return:e Warrantyeanderecallerepairs,etrade-ins
c. Aehospital
Source:eMedicalesupplies,ecleaningeservices,edisposaleservices,efoodeservices,equalif
iedepersonnel
Make:e Inpatienterooms,eoutpatienteclinics,eemergencyeroom,eoperatingerooms
Deliver:eSchedulingepatients,eprovidingetreatment,eambulanceeservice,efamilyecou
nselingeReturn:eBillingeerrors,efolloweupevisits
d. Aneinsuranceecompany
Source:e Supplieseneededeforetheeoffice,eunderwriters,elegaleauthorityetoeoperate
1-3
, Operations and Supply Chain Management
e e e e
Make:eEstablishepolicyeguidelineseandepricing,efieldeagent/representativeeandefaci
lityenetwork,edevelopeInterneteserviceecapabilities,eestablishepreferredevehicleerep
aireserviceenetwork
Deliver:eMeetewitheandeadviseeclients,ewriteepolicies,eprocesseandepayecl
aimseReturn:e refundeofeoverpayments
2. Defineetheeserviceepackageeofeyourecollegeeoreuniversity.eWhateiseitsestrongesteelement?eW
hateiseitseweakesteone?
Theecategoriesewitheexampleseare:
Supportingefacilitye-
elocation,ebuildings,elabs,eparkingeFacilitatingegoodse–
eclasseschedules,ecomputers,ebooks,echalk
Expliciteservicese–
eclassesewithequalifiedeinstructors,eplacementeofficeseImpliciteservi
cese–estatuseandereputatione(e.g.,eIvyeLeagueeschools)
AteIndianaeUniversityeandetheeUniversityeofeSoutherneCalifornia,eamongetheirestrongest
eelementseareetheirebusiness eschoolseandetheireOperationseManagementeprogramse(ofe
course).eBothealsoehaveeveryededicatedealumnienetworks.eAeweakeelementeofeIndianaeUn
iversityeiseitseweakefootballeprogram;eforeUSC,eweakeelementseareeon-
campuseparkingeandehousing.
3. Whateserviceeindustryehaseimpressedeyouetheemostewitheitseinnovativeness?
Ourevoteegoesetoecruiseelinesewhichehaveeintroducedesucheonboardeinnovationseasewav
eemachineseforebellyeboardingeanderockeclimbingewalls,easewelleaseallesortseofeothereame
nitiesetoekeepecruiserseinvolved.e Theeindustryeisedoingerecordebusinesseasewell.
SomeeofetheestandoutecompanieseinelesseinnovativeeindustrieseareeBankeofeAmericae(hase
aeformalizederesearcheprogrametoetryeoutenewecustomereservices/amenitiesesucheasevide
oescreenseinenextetoetellerelines),eIntuite(e.g.,eputtingeQuickenemoneyemanagementesoftwa
reeonline),eIkea,eJetBlueeAirlines,eandeProgressiveeInsurancee(discussedelatereinetheebook).
4. Whateiseproduct-serviceebundlingeandewhateareetheebenefitsetoecustomers?
Product-serviceebundlingeiseaddingeValue-
addedeservicesetoeaefirm’seproducteofferingsetoecreateemoreevalueeforetheecustomer.eThise
providesebenefitseinetwoeareas.eFirst,ethisedifferentiatesetheeorganizationefrometheecompe
tition.eSecondly,etheseeservicesetieecustomersetoetheeorganizationeineaepositiveeway.eAlter
natively,ebundlingecanealsoeinvolveeaddingeproductsetoeaeservice,eforeexample,eaddingeth
eesaleeofeconvenienceeitemseandesnackseateaehotel.
5. Whateisetheedifferenceebetweeneaeserviceeandeaegood?
1-4
e e e e
SOLUTION MANUAL
Operations and Supply Chain Management,16th Edition
by Jacobs and Chase all Chapters 1-22
1-1
, Operations and Supply Chain Management
e e e e
• TABLE OF CONTENTS
e e
Chaptere1:eIntroduction
Chaptere2:eStrategy
Chaptere3:eDesigneofeProductseandeServices
Chaptere4:eProjects
Chaptere5:eStrategiceCapacityeManagement
Chaptere6:eLearningeCurves
Chaptere7:eManufacturingeProcesses
Chaptere8:eFacilityeLayout
Chaptere9:eServiceeProcesses
Chaptere10:eWaitingeLineeAnalysiseandeSimulation
Chaptere11:eProcesseDesigneandeAnalysis
Chaptere12:eQualityeManagement
Chaptere13:eStatisticaleQualityeControl
Chaptere14:eLeaneSupplyeChains
Chaptere15:eLogisticseandeDistributioneManagement
Chaptere16:eGlobaleSourcingeandeProcurement
Chaptere17:eTheeInterneteofeThingseandeERP
Chaptere18:eForecasting
Chaptere19:eSaleseandeOperationsePlanning
Chaptere20:eInventoryeManagement
Chaptere21:eMaterialeRequirementsePlanning
1-2
, Operations and Supply Chain Management
e e e e
Chaptere22:eWorkcentereScheduling
CHAPTER 1 e
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
e e e e
DiscussioneQuestions
1. UsingeExhibite1.3easeaemodel,edescribeetheesource-make-deliver-
returnerelationshipseinetheefollowingesystems:
a. Aneairline
Source:e Aircraftemanufacturer,ein-flightefood,erepaireparts,ecomputeresystems
Make:eAircrafteandeflightecrewescheduling,egroundeserviceseprovidedeateairports,eai
rcraftemaintenanceeanderepair
Deliver:eOutboundeandearrivingepassengereservice,ebaggageehandlin
geReturn:eResolveeanyepost-
serviceeissuesesucheaselosteoredamagedeluggage
b. Aneautomobileemanufacturer
Source:e Supplierseofecomponentseanderawematerials
Make:eManufacturingeofevehicleseandecomponentseoresubassembliesetoebeesoldeas
espareeparts
Deliver:eDeliveryetoeandesalesefromedealerships,edeliveryeofespareepartsetoetheewho
lesaleesystem
Return:e Warrantyeanderecallerepairs,etrade-ins
c. Aehospital
Source:eMedicalesupplies,ecleaningeservices,edisposaleservices,efoodeservices,equalif
iedepersonnel
Make:e Inpatienterooms,eoutpatienteclinics,eemergencyeroom,eoperatingerooms
Deliver:eSchedulingepatients,eprovidingetreatment,eambulanceeservice,efamilyecou
nselingeReturn:eBillingeerrors,efolloweupevisits
d. Aneinsuranceecompany
Source:e Supplieseneededeforetheeoffice,eunderwriters,elegaleauthorityetoeoperate
1-3
, Operations and Supply Chain Management
e e e e
Make:eEstablishepolicyeguidelineseandepricing,efieldeagent/representativeeandefaci
lityenetwork,edevelopeInterneteserviceecapabilities,eestablishepreferredevehicleerep
aireserviceenetwork
Deliver:eMeetewitheandeadviseeclients,ewriteepolicies,eprocesseandepayecl
aimseReturn:e refundeofeoverpayments
2. Defineetheeserviceepackageeofeyourecollegeeoreuniversity.eWhateiseitsestrongesteelement?eW
hateiseitseweakesteone?
Theecategoriesewitheexampleseare:
Supportingefacilitye-
elocation,ebuildings,elabs,eparkingeFacilitatingegoodse–
eclasseschedules,ecomputers,ebooks,echalk
Expliciteservicese–
eclassesewithequalifiedeinstructors,eplacementeofficeseImpliciteservi
cese–estatuseandereputatione(e.g.,eIvyeLeagueeschools)
AteIndianaeUniversityeandetheeUniversityeofeSoutherneCalifornia,eamongetheirestrongest
eelementseareetheirebusiness eschoolseandetheireOperationseManagementeprogramse(ofe
course).eBothealsoehaveeveryededicatedealumnienetworks.eAeweakeelementeofeIndianaeUn
iversityeiseitseweakefootballeprogram;eforeUSC,eweakeelementseareeon-
campuseparkingeandehousing.
3. Whateserviceeindustryehaseimpressedeyouetheemostewitheitseinnovativeness?
Ourevoteegoesetoecruiseelinesewhichehaveeintroducedesucheonboardeinnovationseasewav
eemachineseforebellyeboardingeanderockeclimbingewalls,easewelleaseallesortseofeothereame
nitiesetoekeepecruiserseinvolved.e Theeindustryeisedoingerecordebusinesseasewell.
SomeeofetheestandoutecompanieseinelesseinnovativeeindustrieseareeBankeofeAmericae(hase
aeformalizederesearcheprogrametoetryeoutenewecustomereservices/amenitiesesucheasevide
oescreenseinenextetoetellerelines),eIntuite(e.g.,eputtingeQuickenemoneyemanagementesoftwa
reeonline),eIkea,eJetBlueeAirlines,eandeProgressiveeInsurancee(discussedelatereinetheebook).
4. Whateiseproduct-serviceebundlingeandewhateareetheebenefitsetoecustomers?
Product-serviceebundlingeiseaddingeValue-
addedeservicesetoeaefirm’seproducteofferingsetoecreateemoreevalueeforetheecustomer.eThise
providesebenefitseinetwoeareas.eFirst,ethisedifferentiatesetheeorganizationefrometheecompe
tition.eSecondly,etheseeservicesetieecustomersetoetheeorganizationeineaepositiveeway.eAlter
natively,ebundlingecanealsoeinvolveeaddingeproductsetoeaeservice,eforeexample,eaddingeth
eesaleeofeconvenienceeitemseandesnackseateaehotel.
5. Whateisetheedifferenceebetweeneaeserviceeandeaegood?
1-4
