SOLUTION MANUAL
TABLE OF CONTENTS
Operations and Supply Chain Management, 16th Edition
Chapter 1: Introduction
by F. Robert Jacobs and Richard Chase Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapters 1 - 22 | Complete
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
,Chapter 22: Workcenter Scheduling Make: Establish policy guidelines and pricing, field agent/representative and
facility network, develop Internet service capabilities, establish preferred vehicle
repair servicenetwork
Deliver: Meet with and advise clients, write policies, process and pay
claimsReturn: refund of overpayments
CHAPTER 1
2. Define the service package of your college or university. What is its strongest element?
What isits weakest one?
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
The categories with examples are:
Discussion Questions Supporting facility - location, buildings, labs, parking
Facilitating goods – class schedules, computers, books,
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return chalk
relationships in thefollowing systems: Explicit services – classes with qualified instructors, placement
officesImplicit services – status and reputation (e.g., Ivy League
a. An airline schools)
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
Make: Aircraft and flight crew scheduling, ground services provided at airports, At Indiana University and the University of Southern California, among their
aircraftmaintenance and repair strongest elements are their business schools and their Operations Management
Deliver: Outbound and arriving passenger service, baggage programs (of course).Both also have very dedicated alumni networks. A weak
handling Return: Resolve any post-service issues such as lost or element of Indiana University is its weak football program; for USC, weak elements
damaged luggage are on-campus parking and housing.
b. An automobile manufacturer 3. What service industry has impressed you the most with its innovativeness?
Source: Suppliers of components and raw materials
Make: Manufacturing of vehicles and components or subassemblies to be sold Our vote goes to cruise lines which have introduced such onboard innovations as
as spareparts wave machines for belly boarding and rock climbing walls, as well as all sorts of
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the other amenities tokeep cruisers involved. The industry is doing record business as
wholesalesystem well.
Return: Warranty and recall repairs, trade-ins
Some of the standout companies in less innovative industries are Bank of America (has
c. A hospital a formalized research program to try out new customer services/amenities such as
Source: Medical supplies, cleaning services, disposal services, food services, video screensin next to teller lines), Intuit (e.g., putting Quicken money management
qualifiedpersonnel software online), Ikea,JetBlue Airlines, and Progressive Insurance (discussed later in the
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms book).
Deliver: Scheduling patients, providing treatment, ambulance service, family
counselingReturn: Billing errors, follow up visits 4. What is product-service bundling and what are the benefits to customers?
d. An insurance company Product-service bundling is adding Value-added services to a firm’s product offerings
Source: Supplies needed for the office, underwriters, legal authority to operate to createmore value for the customer. This provides benefits in two areas. First, this
differentiates theorganization from the competition. Secondly, these services tie
customers to the organizationin 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
physicaloutput of a process.
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aring
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aring
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TABLE OF CONTENTS
Operations and Supply Chain Management, 16th Edition
Chapter 1: Introduction
by F. Robert Jacobs and Richard Chase Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapters 1 - 22 | Complete
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
,Chapter 22: Workcenter Scheduling Make: Establish policy guidelines and pricing, field agent/representative and
facility network, develop Internet service capabilities, establish preferred vehicle
repair servicenetwork
Deliver: Meet with and advise clients, write policies, process and pay
claimsReturn: refund of overpayments
CHAPTER 1
2. Define the service package of your college or university. What is its strongest element?
What isits weakest one?
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
The categories with examples are:
Discussion Questions Supporting facility - location, buildings, labs, parking
Facilitating goods – class schedules, computers, books,
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return chalk
relationships in thefollowing systems: Explicit services – classes with qualified instructors, placement
officesImplicit services – status and reputation (e.g., Ivy League
a. An airline schools)
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
Make: Aircraft and flight crew scheduling, ground services provided at airports, At Indiana University and the University of Southern California, among their
aircraftmaintenance and repair strongest elements are their business schools and their Operations Management
Deliver: Outbound and arriving passenger service, baggage programs (of course).Both also have very dedicated alumni networks. A weak
handling Return: Resolve any post-service issues such as lost or element of Indiana University is its weak football program; for USC, weak elements
damaged luggage are on-campus parking and housing.
b. An automobile manufacturer 3. What service industry has impressed you the most with its innovativeness?
Source: Suppliers of components and raw materials
Make: Manufacturing of vehicles and components or subassemblies to be sold Our vote goes to cruise lines which have introduced such onboard innovations as
as spareparts wave machines for belly boarding and rock climbing walls, as well as all sorts of
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the other amenities tokeep cruisers involved. The industry is doing record business as
wholesalesystem well.
Return: Warranty and recall repairs, trade-ins
Some of the standout companies in less innovative industries are Bank of America (has
c. A hospital a formalized research program to try out new customer services/amenities such as
Source: Medical supplies, cleaning services, disposal services, food services, video screensin next to teller lines), Intuit (e.g., putting Quicken money management
qualifiedpersonnel software online), Ikea,JetBlue Airlines, and Progressive Insurance (discussed later in the
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms book).
Deliver: Scheduling patients, providing treatment, ambulance service, family
counselingReturn: Billing errors, follow up visits 4. What is product-service bundling and what are the benefits to customers?
d. An insurance company Product-service bundling is adding Value-added services to a firm’s product offerings
Source: Supplies needed for the office, underwriters, legal authority to operate to createmore value for the customer. This provides benefits in two areas. First, this
differentiates theorganization from the competition. Secondly, these services tie
customers to the organizationin 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
physicaloutput of a process.
To download complete file, please click on below link or copy it into your internet browser
OR
Press Ctrl + Enter to open the link
To download complete file, please click on below link or copy it into your internet browser
https://drive.google.com/file/d/19RdXZEARdPZ0MoW7Z5JwCTTyNf9XnDXU/view?usp=sh
OR aring
Press Ctrl + Enter to open the link
https://drive.google.com/file/d/19RdXZEARdPZ0MoW7Z5JwCTTyNf9XnDXU/view?usp=sh
aring
To download complete file, please click on below link or copy it into your internet browser
OR
To download complete file, please click on below link or copy it into your internet browser Press Ctrl + Enter to open the link
OR https://drive.google.com/file/d/19RdXZEARdPZ0MoW7Z5JwCTTyNf9XnDXU/view?usp=sh
aring
Press Ctrl + Enter to open the link
https://drive.google.com/file/d/19RdXZEARdPZ0MoW7Z5JwCTTyNf9XnDXU/view?usp=sh
aring
, To download complete file, please click on below link or copy it into your internet browser
OR
Press Ctrl + Enter to open the link
https://drive.google.com/file/d/19RdXZEARdPZ0MoW7Z5JwCTTyNf9XnDXU/view?usp=sh
aring
To download complete file, please click on below link or copy it into your internet browser
OR
Press Ctrl + Enter to open the link
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aring
