Operations and Supply Chain Management
E E E E
SOLUTION MANUAL
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
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,Eair
craftEmaintenanceEandErepair
Deliver:EOutboundEandEarrivingEpassengerEservice,EbaggageEhandlin
gEReturn:EResolveEanyEpost-
serviceEissuesEsuchEasElostEorEdamagedEluggage
b. AnEautomobileEmanufacturer
Source:E SuppliersEofEcomponentsEandErawEmaterials
Make:EManufacturingEofEvehiclesEandEcomponentsEorEsubassembliesEtoEbeEsoldEasEs
pareEparts
Deliver:EDeliveryEtoEandEsalesEfromEdealerships,EdeliveryEofEspareEpartsEtoEtheEwhole
saleEsystem
Return:E WarrantyEandErecallErepairs,Etrade-ins
c. AEhospital
Source:EMedicalEsupplies,EcleaningEservices,EdisposalEservices,EfoodEservices,Equalifi
edEpersonnel
Make:E InpatientErooms,EoutpatientEclinics,EemergencyEroom,EoperatingErooms
Deliver:ESchedulingEpatients,EprovidingEtreatment,EambulanceEservice,EfamilyEcouns
elingEReturn:EBillingEerrors,EfollowEupEvisits
d. AnEinsuranceEcompany
Source:E SuppliesEneededEforEtheEoffice,Eunderwriters,ElegalEauthorityEtoEoperate
1-3
, Operations and Supply Chain Management
E E E E
Make:EEstablishEpolicyEguidelinesEandEpricing,EfieldEagent/representativeEandEfacili
tyEnetwork,EdevelopEInternetEserviceEcapabilities,EestablishEpreferredEvehicleErepairE
serviceEnetwork
Deliver:EMeetEwithEandEadviseEclients,EwriteEpolicies,EprocessEandEpayEcla
imsEReturn:E refundEofEoverpayments
2. DefineEtheEserviceEpackageEofEyourEcollegeEorEuniversity.EWhatEisEitsEstrongestEelement?EWha
tEisEitsEweakestEone?
TheEcategoriesEwithEexamplesEare:
SupportingEfacilityE-
Elocation,Ebuildings,Elabs,EparkingEFacilitatingEgoodsE–
EclassEschedules,Ecomputers,Ebooks,Echalk
ExplicitEservicesE–
EclassesEwithEqualifiedEinstructors,EplacementEofficesEImplicitEservic
esE–EstatusEandEreputationE(e.g.,EIvyELeagueEschools)
AtEIndianaEUniversityEandEtheEUniversityEofESouthernECalifornia,EamongEtheirEstrongestEe
lementsEareEtheirEbusinessEschoolsEandEtheirEOperationsEManagementEprogramsE(ofEcou
rse).EBothEalsoEhaveEveryEdedicatedEalumniEnetworks.EAEweakEelementEofEIndianaEUniversi
tyEisEitsEweakEfootballEprogram;EforEUSC,EweakEelementsEareEon-
campusEparkingEandEhousing.
3. WhatEserviceEindustryEhasEimpressedEyouEtheEmostEwithEitsEinnovativeness?
OurEvoteEgoesEtoEcruiseElinesEwhichEhaveEintroducedEsuchEonboardEinnovationsEasEwaveE
machinesEforEbellyEboardingEandErockEclimbingEwalls,EasEwellEasEallEsortsEofEotherEameniti
esEtoEkeepEcruisersEinvolved.E TheEindustryEisEdoingErecordEbusinessEasEwell.
SomeEofEtheEstandoutEcompaniesEinElessEinnovativeEindustriesEareEBankEofEAmericaE(hasEaEf
ormalizedEresearchEprogramEtoEtryEoutEnewEcustomerEservices/amenitiesEsuchEasEvideoEscr
eensEinEnextEtoEtellerElines),EIntuitE(e.g.,EputtingEQuickenEmoneyEmanagementEsoftwareEonli
ne),EIkea,EJetBlueEAirlines,EandEProgressiveEInsuranceE(discussedElaterEinEtheEbook).
4. WhatEisEproduct-serviceEbundlingEandEwhatEareEtheEbenefitsEtoEcustomers?
Product-serviceEbundlingEisEaddingEValue-
addedEservicesEtoEaEfirm’sEproductEofferingsEtoEcreateEmoreEvalueEforEtheEcustomer.EThisEpr
ovidesEbenefitsEinEtwoEareas.EFirst,EthisEdifferentiatesEtheEorganizationEfromEtheEcompetitio
n.ESecondly,EtheseEservicesEtieEcustomersEtoEtheEorganizationEinEaEpositiveEway.EAlternative
ly,EbundlingEcanEalsoEinvolveEaddingEproductsEtoEaEservice,EforEexample,EaddingEtheEsaleEofE
convenienceEitemsEandEsnacksEatEaEhotel.
5. WhatEisEtheEdifferenceEbetweenEaEserviceEandEaEgood?
1-4
E E E E
SOLUTION MANUAL
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
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,Eair
craftEmaintenanceEandErepair
Deliver:EOutboundEandEarrivingEpassengerEservice,EbaggageEhandlin
gEReturn:EResolveEanyEpost-
serviceEissuesEsuchEasElostEorEdamagedEluggage
b. AnEautomobileEmanufacturer
Source:E SuppliersEofEcomponentsEandErawEmaterials
Make:EManufacturingEofEvehiclesEandEcomponentsEorEsubassembliesEtoEbeEsoldEasEs
pareEparts
Deliver:EDeliveryEtoEandEsalesEfromEdealerships,EdeliveryEofEspareEpartsEtoEtheEwhole
saleEsystem
Return:E WarrantyEandErecallErepairs,Etrade-ins
c. AEhospital
Source:EMedicalEsupplies,EcleaningEservices,EdisposalEservices,EfoodEservices,Equalifi
edEpersonnel
Make:E InpatientErooms,EoutpatientEclinics,EemergencyEroom,EoperatingErooms
Deliver:ESchedulingEpatients,EprovidingEtreatment,EambulanceEservice,EfamilyEcouns
elingEReturn:EBillingEerrors,EfollowEupEvisits
d. AnEinsuranceEcompany
Source:E SuppliesEneededEforEtheEoffice,Eunderwriters,ElegalEauthorityEtoEoperate
1-3
, Operations and Supply Chain Management
E E E E
Make:EEstablishEpolicyEguidelinesEandEpricing,EfieldEagent/representativeEandEfacili
tyEnetwork,EdevelopEInternetEserviceEcapabilities,EestablishEpreferredEvehicleErepairE
serviceEnetwork
Deliver:EMeetEwithEandEadviseEclients,EwriteEpolicies,EprocessEandEpayEcla
imsEReturn:E refundEofEoverpayments
2. DefineEtheEserviceEpackageEofEyourEcollegeEorEuniversity.EWhatEisEitsEstrongestEelement?EWha
tEisEitsEweakestEone?
TheEcategoriesEwithEexamplesEare:
SupportingEfacilityE-
Elocation,Ebuildings,Elabs,EparkingEFacilitatingEgoodsE–
EclassEschedules,Ecomputers,Ebooks,Echalk
ExplicitEservicesE–
EclassesEwithEqualifiedEinstructors,EplacementEofficesEImplicitEservic
esE–EstatusEandEreputationE(e.g.,EIvyELeagueEschools)
AtEIndianaEUniversityEandEtheEUniversityEofESouthernECalifornia,EamongEtheirEstrongestEe
lementsEareEtheirEbusinessEschoolsEandEtheirEOperationsEManagementEprogramsE(ofEcou
rse).EBothEalsoEhaveEveryEdedicatedEalumniEnetworks.EAEweakEelementEofEIndianaEUniversi
tyEisEitsEweakEfootballEprogram;EforEUSC,EweakEelementsEareEon-
campusEparkingEandEhousing.
3. WhatEserviceEindustryEhasEimpressedEyouEtheEmostEwithEitsEinnovativeness?
OurEvoteEgoesEtoEcruiseElinesEwhichEhaveEintroducedEsuchEonboardEinnovationsEasEwaveE
machinesEforEbellyEboardingEandErockEclimbingEwalls,EasEwellEasEallEsortsEofEotherEameniti
esEtoEkeepEcruisersEinvolved.E TheEindustryEisEdoingErecordEbusinessEasEwell.
SomeEofEtheEstandoutEcompaniesEinElessEinnovativeEindustriesEareEBankEofEAmericaE(hasEaEf
ormalizedEresearchEprogramEtoEtryEoutEnewEcustomerEservices/amenitiesEsuchEasEvideoEscr
eensEinEnextEtoEtellerElines),EIntuitE(e.g.,EputtingEQuickenEmoneyEmanagementEsoftwareEonli
ne),EIkea,EJetBlueEAirlines,EandEProgressiveEInsuranceE(discussedElaterEinEtheEbook).
4. WhatEisEproduct-serviceEbundlingEandEwhatEareEtheEbenefitsEtoEcustomers?
Product-serviceEbundlingEisEaddingEValue-
addedEservicesEtoEaEfirm’sEproductEofferingsEtoEcreateEmoreEvalueEforEtheEcustomer.EThisEpr
ovidesEbenefitsEinEtwoEareas.EFirst,EthisEdifferentiatesEtheEorganizationEfromEtheEcompetitio
n.ESecondly,EtheseEservicesEtieEcustomersEtoEtheEorganizationEinEaEpositiveEway.EAlternative
ly,EbundlingEcanEalsoEinvolveEaddingEproductsEtoEaEservice,EforEexample,EaddingEtheEsaleEofE
convenienceEitemsEandEsnacksEatEaEhotel.
5. WhatEisEtheEdifferenceEbetweenEaEserviceEandEaEgood?
1-4
