SOLUTION MANUAL
Operations and Supply Chain Management, 16th
Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, TABLE OF CONTENTS
U U
ChapterU1:UIntroduction
ChapterU2:UStrategy
ChapterU3:UDesignUofUProductsUandUServices
ChapterU4:UProjects
ChapterU5:UStrategicUCapacityUManagement
ChapterU6:ULearningUCurves
ChapterU7:UManufacturingUProcesses
ChapterU8:UFacilityULayout
ChapterU9:UServiceUProcesses
ChapterU10:UWaitingULineUAnalysisUandUSimulation
ChapterU11:UProcessUDesignUandUAnalysis
ChapterU12:UQualityUManagement
ChapterU13:UStatisticalUQualityUControl
ChapterU14:ULeanUSupplyUChains
ChapterU15:ULogisticsUandUDistributionUManagement
ChapterU16:UGlobalUSourcingUandUProcurement
ChapterU17:UTheUInternetUofUThingsUandUERP
ChapterU18:UForecasting
ChapterU19:USalesUandUOperationsUPlanning
ChapterU20:UInventoryUManagement
ChapterU21:UMaterialURequirementsUPlanning
ChapterU22:UWorkcenterUScheduling
1-2
,CHAPTER 1 U
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
U U U U
DiscussionUQuestions
1. UsingUExhibitU1.3UasUaUmodel,UdescribeUtheUsource-make-deliver-
returnUrelationshipsUinUtheUfollowingUsystems:
a. AnUairline
Source:U AircraftUmanufacturer,Uin-flightUfood,UrepairUparts,UcomputerUsystems
Make:UAircraftUandUflightUcrewUscheduling,UgroundUservicesUprovidedUatUairport
s,UaircraftUmaintenanceUandUrepair
Deliver:UOutboundUandUarrivingUpassengerUservice,UbaggageUhan
dlingUReturn:UResolveUanyUpost-
serviceUissuesUsuchUasUlostUorUdamagedUluggage
b. AnUautomobileUmanufacturer
Source:U SuppliersUofUcomponentsUandUrawUmaterials
Make:UManufacturingUofUvehiclesUandUcomponentsUorUsubassembliesUtoUbeUsol
dUasUspareUparts
Deliver:UDeliveryUtoUandUsalesUfromUdealerships,UdeliveryUofUspareUpartsUtoUth
eUwholesaleUsystem
Return:U WarrantyUandUrecallUrepairs,Utrade-ins
c. AUhospital
Source:UMedicalUsupplies,UcleaningUservices,UdisposalUservices,UfoodUservices,
UqualifiedUpersonnel
Make:U InpatientUrooms,UoutpatientUclinics,UemergencyUroom,UoperatingUrooms
Deliver:USchedulingUpatients,UprovidingUtreatment,UambulanceUservice,UfamilyUc
ounselingUReturn:UBillingUerrors,UfollowUupUvisits
d. AnUinsuranceUcompany
Source:U SuppliesUneededUforUtheUoffice,Uunderwriters,UlegalUauthorityUtoUoperate
1-3
, Make:UEstablishUpolicyUguidelinesUandUpricing,UfieldUagent/representativeUandU
facilityUnetwork,UdevelopUInternetUserviceUcapabilities,UestablishUpreferredUvehi
cleUrepairUserviceUnetwork
Deliver:UMeetUwithUandUadviseUclients,UwriteUpolicies,UprocessUandUp
ayUclaimsUReturn:U refundUofUoverpayments
2. DefineUtheUserviceUpackageUofUyourUcollegeUorUuniversity.UWhatUisUitsUstrongestUelemen
t?UWhatUisUitsUweakestUone?
TheUcategoriesUwithUexamplesUare:
SupportingUfacilityU-
Ulocation,Ubuildings,Ulabs,UparkingUFacilitatingUgoodsU–
UclassUschedules,Ucomputers,Ubooks,Uchalk
ExplicitUservicesU–
UclassesUwithUqualifiedUinstructors,UplacementUofficesUImplicitUs
ervicesU–UstatusUandUreputationU(e.g.,UIvyULeagueUschools)
AtUIndianaUUniversityUandUtheUUniversityUofUSouthernUCalifornia,UamongUtheirUstron
gestUelementsUareUtheirUbusinessUschoolsUandUtheirUOperationsUManagementUprogr
amsU(ofUcourse).UBothUalsoUhaveUveryUdedicatedUalumniUnetworks.UAUweakUelement
UofUIndianaUUniversityUisUitsUweakUfootballUprogram;UforUUSC,UweakUelementsUareUo
n-campusUparkingUandUhousing.
3. WhatUserviceUindustryUhasUimpressedUyouUtheUmostUwithUitsUinnovativeness?
OurUvoteUgoesUtoUcruiseUlinesUwhichUhaveUintroducedUsuchUonboardUinnovationsUas
UwaveUmachinesUforUbellyUboardingUandUrockUclimbingUwalls,UasUwellUasUallUsortsUof
UotherUamenitiesUtoUkeepUcruisersUinvolved.U TheUindustryUisUdoingUrecordUbusinessU
asUwell.
SomeUofUtheUstandoutUcompaniesUinUlessUinnovativeUindustriesUareUBankUofUAmericaU
(hasUaUformalizedUresearchUprogramUtoUtryUoutUnewUcustomerUservices/amenitiesUsuc
hUasUvideoUscreensUinUnextUtoUtellerUlines),UIntuitU(e.g.,UputtingUQuickenUmoneyUmanag
ementUsoftwareUonline),UIkea,UJetBlueUAirlines,UandUProgressiveUInsuranceU(discussed
UlaterUinUtheUbook).
4. WhatUisUproduct-serviceUbundlingUandUwhatUareUtheUbenefitsUtoUcustomers?
Product-serviceUbundlingUisUaddingUValue-
addedUservicesUtoUaUfirm’sUproductUofferingsUtoUcreateUmoreUvalueUforUtheUcustomer.U
ThisUprovidesUbenefitsUinUtwoUareas.UFirst,UthisUdifferentiatesUtheUorganizationUfromUth
eUcompetition.USecondly,UtheseUservicesUtieUcustomersUtoUtheUorganizationUinUaUpositi
veUway.UAlternatively,UbundlingUcanUalsoUinvolveUaddingUproductsUtoUaUservice,UforUe
xample,UaddingUtheUsaleUofUconvenienceUitemsUandUsnacksUatUaUhotel.
5. WhatUisUtheUdifferenceUbetweenUaUserviceUandUaUgood?
AUserviceUisUanUintangibleUprocessU(youUcan’tUholdUitUinUyourUhands),UwhileUaUgoodUi
sUtheUphysicalUoutputUofUaUprocess.
6. LookUatUtheUjobUpostingsUatUhttp://www.indeed.comUandUevaluateUtheUopportuniti
esUforUanUOSMUmajorUwithUseveralUyearsUofUexperience.
1-4
Operations and Supply Chain Management, 16th
Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, TABLE OF CONTENTS
U U
ChapterU1:UIntroduction
ChapterU2:UStrategy
ChapterU3:UDesignUofUProductsUandUServices
ChapterU4:UProjects
ChapterU5:UStrategicUCapacityUManagement
ChapterU6:ULearningUCurves
ChapterU7:UManufacturingUProcesses
ChapterU8:UFacilityULayout
ChapterU9:UServiceUProcesses
ChapterU10:UWaitingULineUAnalysisUandUSimulation
ChapterU11:UProcessUDesignUandUAnalysis
ChapterU12:UQualityUManagement
ChapterU13:UStatisticalUQualityUControl
ChapterU14:ULeanUSupplyUChains
ChapterU15:ULogisticsUandUDistributionUManagement
ChapterU16:UGlobalUSourcingUandUProcurement
ChapterU17:UTheUInternetUofUThingsUandUERP
ChapterU18:UForecasting
ChapterU19:USalesUandUOperationsUPlanning
ChapterU20:UInventoryUManagement
ChapterU21:UMaterialURequirementsUPlanning
ChapterU22:UWorkcenterUScheduling
1-2
,CHAPTER 1 U
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
U U U U
DiscussionUQuestions
1. UsingUExhibitU1.3UasUaUmodel,UdescribeUtheUsource-make-deliver-
returnUrelationshipsUinUtheUfollowingUsystems:
a. AnUairline
Source:U AircraftUmanufacturer,Uin-flightUfood,UrepairUparts,UcomputerUsystems
Make:UAircraftUandUflightUcrewUscheduling,UgroundUservicesUprovidedUatUairport
s,UaircraftUmaintenanceUandUrepair
Deliver:UOutboundUandUarrivingUpassengerUservice,UbaggageUhan
dlingUReturn:UResolveUanyUpost-
serviceUissuesUsuchUasUlostUorUdamagedUluggage
b. AnUautomobileUmanufacturer
Source:U SuppliersUofUcomponentsUandUrawUmaterials
Make:UManufacturingUofUvehiclesUandUcomponentsUorUsubassembliesUtoUbeUsol
dUasUspareUparts
Deliver:UDeliveryUtoUandUsalesUfromUdealerships,UdeliveryUofUspareUpartsUtoUth
eUwholesaleUsystem
Return:U WarrantyUandUrecallUrepairs,Utrade-ins
c. AUhospital
Source:UMedicalUsupplies,UcleaningUservices,UdisposalUservices,UfoodUservices,
UqualifiedUpersonnel
Make:U InpatientUrooms,UoutpatientUclinics,UemergencyUroom,UoperatingUrooms
Deliver:USchedulingUpatients,UprovidingUtreatment,UambulanceUservice,UfamilyUc
ounselingUReturn:UBillingUerrors,UfollowUupUvisits
d. AnUinsuranceUcompany
Source:U SuppliesUneededUforUtheUoffice,Uunderwriters,UlegalUauthorityUtoUoperate
1-3
, Make:UEstablishUpolicyUguidelinesUandUpricing,UfieldUagent/representativeUandU
facilityUnetwork,UdevelopUInternetUserviceUcapabilities,UestablishUpreferredUvehi
cleUrepairUserviceUnetwork
Deliver:UMeetUwithUandUadviseUclients,UwriteUpolicies,UprocessUandUp
ayUclaimsUReturn:U refundUofUoverpayments
2. DefineUtheUserviceUpackageUofUyourUcollegeUorUuniversity.UWhatUisUitsUstrongestUelemen
t?UWhatUisUitsUweakestUone?
TheUcategoriesUwithUexamplesUare:
SupportingUfacilityU-
Ulocation,Ubuildings,Ulabs,UparkingUFacilitatingUgoodsU–
UclassUschedules,Ucomputers,Ubooks,Uchalk
ExplicitUservicesU–
UclassesUwithUqualifiedUinstructors,UplacementUofficesUImplicitUs
ervicesU–UstatusUandUreputationU(e.g.,UIvyULeagueUschools)
AtUIndianaUUniversityUandUtheUUniversityUofUSouthernUCalifornia,UamongUtheirUstron
gestUelementsUareUtheirUbusinessUschoolsUandUtheirUOperationsUManagementUprogr
amsU(ofUcourse).UBothUalsoUhaveUveryUdedicatedUalumniUnetworks.UAUweakUelement
UofUIndianaUUniversityUisUitsUweakUfootballUprogram;UforUUSC,UweakUelementsUareUo
n-campusUparkingUandUhousing.
3. WhatUserviceUindustryUhasUimpressedUyouUtheUmostUwithUitsUinnovativeness?
OurUvoteUgoesUtoUcruiseUlinesUwhichUhaveUintroducedUsuchUonboardUinnovationsUas
UwaveUmachinesUforUbellyUboardingUandUrockUclimbingUwalls,UasUwellUasUallUsortsUof
UotherUamenitiesUtoUkeepUcruisersUinvolved.U TheUindustryUisUdoingUrecordUbusinessU
asUwell.
SomeUofUtheUstandoutUcompaniesUinUlessUinnovativeUindustriesUareUBankUofUAmericaU
(hasUaUformalizedUresearchUprogramUtoUtryUoutUnewUcustomerUservices/amenitiesUsuc
hUasUvideoUscreensUinUnextUtoUtellerUlines),UIntuitU(e.g.,UputtingUQuickenUmoneyUmanag
ementUsoftwareUonline),UIkea,UJetBlueUAirlines,UandUProgressiveUInsuranceU(discussed
UlaterUinUtheUbook).
4. WhatUisUproduct-serviceUbundlingUandUwhatUareUtheUbenefitsUtoUcustomers?
Product-serviceUbundlingUisUaddingUValue-
addedUservicesUtoUaUfirm’sUproductUofferingsUtoUcreateUmoreUvalueUforUtheUcustomer.U
ThisUprovidesUbenefitsUinUtwoUareas.UFirst,UthisUdifferentiatesUtheUorganizationUfromUth
eUcompetition.USecondly,UtheseUservicesUtieUcustomersUtoUtheUorganizationUinUaUpositi
veUway.UAlternatively,UbundlingUcanUalsoUinvolveUaddingUproductsUtoUaUservice,UforUe
xample,UaddingUtheUsaleUofUconvenienceUitemsUandUsnacksUatUaUhotel.
5. WhatUisUtheUdifferenceUbetweenUaUserviceUandUaUgood?
AUserviceUisUanUintangibleUprocessU(youUcan’tUholdUitUinUyourUhands),UwhileUaUgoodUi
sUtheUphysicalUoutputUofUaUprocess.
6. LookUatUtheUjobUpostingsUatUhttp://www.indeed.comUandUevaluateUtheUopportuniti
esUforUanUOSMUmajorUwithUseveralUyearsUofUexperience.
1-4
