SOLUTION MANUAL Operations and Supply Chain Management, 16th Edition by F. Robert Jacobs and Richard Chase Chapters 1 - 22 | Complete  

Operations and Supply Chain Management
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TABLE OF CONTENTS SOLUTION MANUAL
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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
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 Chapterj1:jIntroduction

Chapterj2:jStrategy

Chapterj3:jDesignjofjProductsjandjServices

Chapterj4:jProjects

Chapterj5:jStrategicjCapacityjManagement

Chapterj6:jLearningjCurves

Chapterj7:jManufacturingjProcesses

Chapterj8:jFacilityjLayout

Chapterj9:jServicejProcesses

Chapterj10:jWaitingjLinejAnalysisjandjSimulation

Chapterj11:jProcessjDesignjandjAnalysis

Chapterj12:jQualityjManagement

Chapterj13:jStatisticaljQualityjControl

Chapterj14:jLeanjSupplyjChains

Chapterj15:jLogisticsjandjDistributionjManagement

Chapterj16:jGlobaljSourcingjandjProcurement

Chapterj17:jThejInternetjofjThingsjandjERP

Chapterj18:jForecasting

Chapterj19:jSalesjandjOperationsjPlanning

Chapterj20:jInventoryjManagement

Chapterj21:jMaterialjRequirementsjPlanning

Chapterj22:jWorkcenterjScheduling


1-2

, Operations and Supply Chain Management
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CHAPTER 1 j




OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussionjQuestions
1. UsingjExhibitj1.3jasjajmodel,jdescribejthejsource-make-deliver-
returnjrelationshipsjinjthejfollowingjsystems:

a. Anjairline
Source:j Aircraftjmanufacturer,jin-flightjfood,jrepairjparts,jcomputerjsystems
Make:jAircraftjandjflightjcrewjscheduling,jgroundjservicesjprovidedjatjairports,jaircr
aftjmaintenancejandjrepair
Deliver:jOutboundjandjarrivingjpassengerjservice,jbaggagejhandlingj
Return:jResolvejanyjpost-
servicejissuesjsuchjasjlostjorjdamagedjluggage

b. Anjautomobilejmanufacturer
Source:j Suppliersjofjcomponentsjandjrawjmaterials
Make:jManufacturingjofjvehiclesjandjcomponentsjorjsubassembliesjtojbejsoldjasjsp
arejparts
Deliver:jDeliveryjtojandjsalesjfromjdealerships,jdeliveryjofjsparejpartsjtojthejwholes
alejsystem
Return:j Warrantyjandjrecalljrepairs,jtrade-ins

c. Ajhospital
Source:jMedicaljsupplies,jcleaningjservices,jdisposaljservices,jfoodjservices,jqualifie
djpersonnel
Make:j Inpatientjrooms,joutpatientjclinics,jemergencyjroom,joperatingjrooms
Deliver:jSchedulingjpatients,jprovidingjtreatment,jambulancejservice,jfamilyjcouns
elingjReturn:jBillingjerrors,jfollowjupjvisits

d. Anjinsurancejcompany
Source:j Suppliesjneededjforjthejoffice,junderwriters,jlegaljauthorityjtojoperate




1-3

, Operations and Supply Chain Management
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Make:jEstablishjpolicyjguidelinesjandjpricing,jfieldjagent/representativejandjfacilit
yjnetwork,jdevelopjInternetjservicejcapabilities,jestablishjpreferredjvehiclejrepairjs
ervicejnetwork
Deliver:jMeetjwithjandjadvisejclients,jwritejpolicies,jprocessjandjpayjclai
msjReturn:j refundjofjoverpayments


2. Definejthejservicejpackagejofjyourjcollegejorjuniversity.jWhatjisjitsjstrongestjelement?jWhatji
sjitsjweakestjone?

Thejcategoriesjwithjexamplesjare:
Supportingjfacilityj-
jlocation,jbuildings,jlabs,jparkingjFacilitatingjgoodsj–

jclassjschedules,jcomputers,jbooks,jchalk

Explicitjservicesj–
jclassesjwithjqualifiedjinstructors,jplacementjofficesjImplicitjservic

esj–jstatusjandjreputationj(e.g.,jIvyjLeaguejschools)

AtjIndianajUniversityjandjthejUniversityjofjSouthernjCalifornia,jamongjtheirjstrongestjel
ementsjarejtheirjbusinessjschoolsjandjtheirjOperationsjManagementjprogramsj(ofjcours
e).jBothjalsojhavejveryjdedicatedjalumnijnetworks.jAjweakjelementjofjIndianajUniversityji
sjitsjweakjfootballjprogram;jforjUSC,jweakjelementsjarejon-campusjparkingjandjhousing.

3. Whatjservicejindustryjhasjimpressedjyoujthejmostjwithjitsjinnovativeness?

Ourjvotejgoesjtojcruisejlinesjwhichjhavejintroducedjsuchjonboardjinnovationsjasjwavejm
achinesjforjbellyjboardingjandjrockjclimbingjwalls,jasjwelljasjalljsortsjofjotherjamenitiesjt
ojkeepjcruisersjinvolved.j Thejindustryjisjdoingjrecordjbusinessjasjwell.

SomejofjthejstandoutjcompaniesjinjlessjinnovativejindustriesjarejBankjofjAmericaj(hasjajfor
malizedjresearchjprogramjtojtryjoutjnewjcustomerjservices/amenitiesjsuchjasjvideojscreen
sjinjnextjtojtellerjlines),jIntuitj(e.g.,jputtingjQuickenjmoneyjmanagementjsoftwarejonline),jIk
ea,jJetBluejAirlines,jandjProgressivejInsurancej(discussedjlaterjinjthejbook).

4. Whatjisjproduct-servicejbundlingjandjwhatjarejthejbenefitsjtojcustomers?

Product-servicejbundlingjisjaddingjValue-
addedjservicesjtojajfirm’sjproductjofferingsjtojcreatejmorejvaluejforjthejcustomer.jThisjpro
videsjbenefitsjinjtwojareas.jFirst,jthisjdifferentiatesjthejorganizationjfromjthejcompetition.j
Secondly,jthesejservicesjtiejcustomersjtojthejorganizationjinjajpositivejway.jAlternatively,jb
undlingjcanjalsojinvolvejaddingjproductsjtojajservice,jforjexample,jaddingjthejsalejofjconv
eniencejitemsjandjsnacksjatjajhotel.

5. Whatjisjthejdifferencejbetweenjajservicejandjajgood?

Ajservicejisjanjintangiblejprocessj(youjcan’tjholdjitjinjyourjhands),jwhilejajgoodjisjthejphysi
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