SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, 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
ChapterE22:EWorkcenterEScheduling
1-2
,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,EbaggageEhandlingE
Return:EResolveEanyEpost-
serviceEissuesEsuchEasElostEorEdamagedEluggage
b. AnEautomobileEmanufacturer
Source:E SuppliersEofEcomponentsEandErawEmaterials
Make:EManufacturingEofEvehiclesEandEcomponentsEorEsubassembliesEtoEbeEsoldEasEsp
areEparts
Deliver:EDeliveryEtoEandEsalesEfromEdealerships,EdeliveryEofEspareEpartsEtoEtheEwhol
esaleEsystem
Return:E WarrantyEandErecallErepairs,Etrade-ins
c. AEhospital
Source:EMedicalEsupplies,EcleaningEservices,EdisposalEservices,EfoodEservices,Equalifie
dEpersonnel
Make:E InpatientErooms,EoutpatientEclinics,EemergencyEroom,EoperatingErooms
Deliver:ESchedulingEpatients,EprovidingEtreatment,EambulanceEservice,EfamilyEcounse
lingEReturn:EBillingEerrors,EfollowEupEvisits
d. AnEinsuranceEcompany
Source:E SuppliesEneededEforEtheEoffice,Eunderwriters,ElegalEauthorityEtoEoperate
1-3
, Make:EEstablishEpolicyEguidelinesEandEpricing,EfieldEagent/representativeEandEfacili
tyEnetwork,EdevelopEInternetEserviceEcapabilities,EestablishEpreferredEvehicleErepairE
serviceEnetwork
Deliver:EMeetEwithEandEadviseEclients,EwriteEpolicies,EprocessEandEpayEcl
aimsEReturn:E refundEofEoverpayments
2. DefineEtheEserviceEpackageEofEyourEcollegeEorEuniversity.EWhatEisEitsEstrongestEelement?EW
hatEisEitsEweakestEone?
TheEcategoriesEwithEexamplesEare:
SupportingEfacilityE-
Elocation,Ebuildings,Elabs,EparkingEFacilitatingEgoodsE–
EclassEschedules,Ecomputers,Ebooks,Echalk
ExplicitEservicesE–
EclassesEwithEqualifiedEinstructors,EplacementEofficesEImplicitEservic
esE–EstatusEandEreputationE(e.g.,EIvyELeagueEschools)
AtEIndianaEUniversityEandEtheEUniversityEofESouthernECalifornia,EamongEtheirEstrongestE
elementsEareEtheirEbusinessEschoolsEandEtheirEOperationsEManagementEprogramsE(ofEcou
rse).EBothEalsoEhaveEveryEdedicatedEalumniEnetworks.EAEweakEelementEofEIndianaEUnivers
ityEisEitsEweakEfootballEprogram;EforEUSC,EweakEelementsEareEon-
campusEparkingEandEhousing.
3. WhatEserviceEindustryEhasEimpressedEyouEtheEmostEwithEitsEinnovativeness?
OurEvoteEgoesEtoEcruiseElinesEwhichEhaveEintroducedEsuchEonboardEinnovationsEasEwaveE
machinesEforEbellyEboardingEandErockEclimbingEwalls,EasEwellEasEallEsortsEofEotherEameni
tiesEtoEkeepEcruisersEinvolved.E TheEindustryEisEdoingErecordEbusinessEasEwell.
SomeEofEtheEstandoutEcompaniesEinElessEinnovativeEindustriesEareEBankEofEAmericaE(hasEaE
formalizedEresearchEprogramEtoEtryEoutEnewEcustomerEservices/amenitiesEsuchEasEvideoEsc
reensEinEnextEtoEtellerElines),EIntuitE(e.g.,EputtingEQuickenEmoneyEmanagementEsoftwareEonl
ine),EIkea,EJetBlueEAirlines,EandEProgressiveEInsuranceE(discussedElaterEinEtheEbook).
4. WhatEisEproduct-serviceEbundlingEandEwhatEareEtheEbenefitsEtoEcustomers?
Product-serviceEbundlingEisEaddingEValue-
addedEservicesEtoEaEfirm’sEproductEofferingsEtoEcreateEmoreEvalueEforEtheEcustomer.EThisEpr
ovidesEbenefitsEinEtwoEareas.EFirst,EthisEdifferentiatesEtheEorganizationEfromEtheEcompetitio
n.ESecondly,EtheseEservicesEtieEcustomersEtoEtheEorganizationEinEaEpositiveEway.EAlternativel
y,EbundlingEcanEalsoEinvolveEaddingEproductsEtoEaEservice,EforEexample,EaddingEtheEsaleEofE
convenienceEitemsEandEsnacksEatEaEhotel.
5. WhatEisEtheEdifferenceEbetweenEaEserviceEandEaEgood?
AEserviceEisEanEintangibleEprocessE(youEcan’tEholdEitEinEyourEhands),EwhileEaEgoodEisEtheEp
hysicalEoutputEofEaEprocess.
6. LookEatEtheEjobEpostingsEatEhttp://www.indeed.comEandEevaluateEtheEopportunities
EforEanEOSMEmajorEwithEseveralEyearsEofEexperience.
1-4
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, 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
ChapterE22:EWorkcenterEScheduling
1-2
,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,EbaggageEhandlingE
Return:EResolveEanyEpost-
serviceEissuesEsuchEasElostEorEdamagedEluggage
b. AnEautomobileEmanufacturer
Source:E SuppliersEofEcomponentsEandErawEmaterials
Make:EManufacturingEofEvehiclesEandEcomponentsEorEsubassembliesEtoEbeEsoldEasEsp
areEparts
Deliver:EDeliveryEtoEandEsalesEfromEdealerships,EdeliveryEofEspareEpartsEtoEtheEwhol
esaleEsystem
Return:E WarrantyEandErecallErepairs,Etrade-ins
c. AEhospital
Source:EMedicalEsupplies,EcleaningEservices,EdisposalEservices,EfoodEservices,Equalifie
dEpersonnel
Make:E InpatientErooms,EoutpatientEclinics,EemergencyEroom,EoperatingErooms
Deliver:ESchedulingEpatients,EprovidingEtreatment,EambulanceEservice,EfamilyEcounse
lingEReturn:EBillingEerrors,EfollowEupEvisits
d. AnEinsuranceEcompany
Source:E SuppliesEneededEforEtheEoffice,Eunderwriters,ElegalEauthorityEtoEoperate
1-3
, Make:EEstablishEpolicyEguidelinesEandEpricing,EfieldEagent/representativeEandEfacili
tyEnetwork,EdevelopEInternetEserviceEcapabilities,EestablishEpreferredEvehicleErepairE
serviceEnetwork
Deliver:EMeetEwithEandEadviseEclients,EwriteEpolicies,EprocessEandEpayEcl
aimsEReturn:E refundEofEoverpayments
2. DefineEtheEserviceEpackageEofEyourEcollegeEorEuniversity.EWhatEisEitsEstrongestEelement?EW
hatEisEitsEweakestEone?
TheEcategoriesEwithEexamplesEare:
SupportingEfacilityE-
Elocation,Ebuildings,Elabs,EparkingEFacilitatingEgoodsE–
EclassEschedules,Ecomputers,Ebooks,Echalk
ExplicitEservicesE–
EclassesEwithEqualifiedEinstructors,EplacementEofficesEImplicitEservic
esE–EstatusEandEreputationE(e.g.,EIvyELeagueEschools)
AtEIndianaEUniversityEandEtheEUniversityEofESouthernECalifornia,EamongEtheirEstrongestE
elementsEareEtheirEbusinessEschoolsEandEtheirEOperationsEManagementEprogramsE(ofEcou
rse).EBothEalsoEhaveEveryEdedicatedEalumniEnetworks.EAEweakEelementEofEIndianaEUnivers
ityEisEitsEweakEfootballEprogram;EforEUSC,EweakEelementsEareEon-
campusEparkingEandEhousing.
3. WhatEserviceEindustryEhasEimpressedEyouEtheEmostEwithEitsEinnovativeness?
OurEvoteEgoesEtoEcruiseElinesEwhichEhaveEintroducedEsuchEonboardEinnovationsEasEwaveE
machinesEforEbellyEboardingEandErockEclimbingEwalls,EasEwellEasEallEsortsEofEotherEameni
tiesEtoEkeepEcruisersEinvolved.E TheEindustryEisEdoingErecordEbusinessEasEwell.
SomeEofEtheEstandoutEcompaniesEinElessEinnovativeEindustriesEareEBankEofEAmericaE(hasEaE
formalizedEresearchEprogramEtoEtryEoutEnewEcustomerEservices/amenitiesEsuchEasEvideoEsc
reensEinEnextEtoEtellerElines),EIntuitE(e.g.,EputtingEQuickenEmoneyEmanagementEsoftwareEonl
ine),EIkea,EJetBlueEAirlines,EandEProgressiveEInsuranceE(discussedElaterEinEtheEbook).
4. WhatEisEproduct-serviceEbundlingEandEwhatEareEtheEbenefitsEtoEcustomers?
Product-serviceEbundlingEisEaddingEValue-
addedEservicesEtoEaEfirm’sEproductEofferingsEtoEcreateEmoreEvalueEforEtheEcustomer.EThisEpr
ovidesEbenefitsEinEtwoEareas.EFirst,EthisEdifferentiatesEtheEorganizationEfromEtheEcompetitio
n.ESecondly,EtheseEservicesEtieEcustomersEtoEtheEorganizationEinEaEpositiveEway.EAlternativel
y,EbundlingEcanEalsoEinvolveEaddingEproductsEtoEaEservice,EforEexample,EaddingEtheEsaleEofE
convenienceEitemsEandEsnacksEatEaEhotel.
5. WhatEisEtheEdifferenceEbetweenEaEserviceEandEaEgood?
AEserviceEisEanEintangibleEprocessE(youEcan’tEholdEitEinEyourEhands),EwhileEaEgoodEisEtheEp
hysicalEoutputEofEaEprocess.
6. LookEatEtheEjobEpostingsEatEhttp://www.indeed.comEandEevaluateEtheEopportunities
EforEanEOSMEmajorEwithEseveralEyearsEofEexperience.
1-4
