SOLUTION MANUAL v
Operations and Supply Chain Management, 16th Edition
v v v v v v
by F. Robert Jacobs and Richard Chase
v v v v v v v
Chapters 1 - 22 | Complete
v v v v v v
, TABLE OF CONTENTS
v v
Chapter v1: vIntroduction
Chapter v2: vStrategy
Chapter v3: vDesign vof vProducts vand
Services vChapter v4: vProjects
v
Chapter v5: vStrategic vCapacity vManagement
v Chapter v6: vLearning vCurves
Chapter v7: vManufacturing vProcesses
v Chapter v8: vFacility vLayout
Chapter v9: vService vProcesses
Chapter v10: vWaiting vLine vAnalysis vand
Simulation vChapter v11: vProcess vDesign vand
v
v Analysis v Chapter v12: vQuality vManagement
Chapter v13: vStatistical vQuality vControl
v Chapter v14: vLean vSupply vChains
Chapter v15: vLogistics vand vDistribution
Management vChapter v16: vGlobal vSourcing vand
v
v Procurement vChapter v17: vThe vInternet vof vThings
v and vERP v Chapter v18: vForecasting
Chapter v19: vSales vand vOperations vPlanning
v Chapter v20: vInventory vManagement
v Chapter v21: vMaterial vRequirements
Planning
v
,Chapter v22: vWorkcenter vScheduling
CHAPTER v1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
v v v v
Discussion vQuestions
1. Using vExhibit v1.3 vas va vmodel, vdescribe vthe vsource-make-deliver-
return vrelationships vin vthefollowing vsystems:
a. An vairline
Source: vAircraft vmanufacturer, vin-flight vfood, vrepair vparts, vcomputer vsystems
vMake: vAircraft vand vflight vcrew vscheduling, vground vservices vprovided vat vairports,
aircraftmaintenance vand vrepair
Deliver: vOutbound vand varriving vpassenger vservice, vbaggage
vhandling vReturn: vResolve vany vpost-service vissues vsuch vas vlost vor
vdamaged vluggage
b. An vautomobile vmanufacturer
Source: v Suppliers vof vcomponents vand vraw vmaterials
Make: vManufacturing vof vvehicles vand vcomponents vor vsubassemblies vto vbe
vsold vas vspareparts
Deliver: vDelivery vto vand vsales vfrom vdealerships, vdelivery vof vspare vparts vto vthe
vwholesalesystem
Return: v Warranty vand vrecall vrepairs, vtrade-ins
c. A vhospital
Source: vMedical vsupplies, vcleaning vservices, vdisposal vservices, vfood vservices,
vqualifiedpersonnel
Make: v Inpatient vrooms, voutpatient vclinics, vemergency vroom, voperating vrooms
vDeliver: vScheduling vpatients, vproviding vtreatment, vambulance vservice, vfamily
vcounselingReturn: vBilling verrors, vfollow vup vvisits
d. An vinsurance vcompany
Source: v Supplies vneeded vfor vthe voffice, vunderwriters, vlegal vauthority vto voperate
, Make: vEstablish vpolicy vguidelines vand vpricing, vfield vagent/representative vand
vfacility vnetwork, vdevelop vInternet vservice vcapabilities, vestablish vpreferred
vvehicle vrepair vservicenetwork
Deliver: vMeet vwith vand vadvise vclients, vwrite vpolicies, vprocess vand vpay
vclaimsReturn: v refund vof voverpayments
2. Define vthe vservice vpackage vof vyour vcollege vor vuniversity. vWhat vis vits vstrongest
velement? vWhat visits vweakest vone?
The vcategories vwith vexamples vare:
Supporting vfacility v- vlocation, vbuildings, vlabs, vparking
vFacilitating vgoods v– vclass vschedules, vcomputers, vbooks,
vchalk
Explicit vservices v– vclasses vwith vqualified vinstructors, vplacement
vofficesImplicit vservices v– vstatus vand vreputation v(e.g., vIvy vLeague
vschools)
At vIndiana vUniversity vand vthe vUniversity vof vSouthern vCalifornia, vamong vtheir
vstrongest velements vare vtheir vbusiness vschools vand vtheir vOperations
vManagement vprograms v(of vcourse).Both valso vhave vvery vdedicated valumni
vnetworks. vA vweak velement vof vIndiana vUniversity vis vits vweak vfootball vprogram; vfor
vUSC, vweak velements vare von-campus vparking vand vhousing.
3. What vservice vindustry vhas vimpressed vyou vthe vmost vwith vits vinnovativeness?
Our vvote vgoes vto vcruise vlines vwhich vhave vintroduced vsuch vonboard vinnovations
vas vwave vmachines vfor vbelly vboarding vand vrock vclimbing vwalls, vas vwell vas vall
vsorts vof vother vamenities vtokeep vcruisers vinvolved. v The vindustry vis vdoing vrecord
vbusiness vas vwell.
Some vof vthe vstandout vcompanies vin vless vinnovative vindustries vare vBank vof vAmerica
v(has va vformalized vresearch vprogram vto vtry vout vnew vcustomer vservices/amenities
vsuch vas vvideo vscreensin vnext vto vteller vlines), vIntuit v(e.g., vputting vQuicken vmoney
vmanagement vsoftware vonline), vIkea,JetBlue vAirlines, vand vProgressive vInsurance
v(discussed vlater vin vthe vbook).
4. What vis vproduct-service vbundling vand vwhat vare vthe vbenefits vto vcustomers?
Product-service vbundling vis vadding vValue-added vservices vto va vfirm’s vproduct
vofferings vto vcreatemore vvalue vfor vthe vcustomer. vThis vprovides vbenefits vin vtwo
vareas. vFirst, vthis vdifferentiates vtheorganization vfrom vthe vcompetition. vSecondly,
vthese vservices vtie vcustomers vto vthe vorganizationin va vpositive vway. vAlternatively,
vbundling vcan valso vinvolve vadding vproducts vto va vservice, vfor vexample, vadding vthe
vsale vof vconvenience vitems vand vsnacks vat va vhotel.
Operations and Supply Chain Management, 16th Edition
v v v v v v
by F. Robert Jacobs and Richard Chase
v v v v v v v
Chapters 1 - 22 | Complete
v v v v v v
, TABLE OF CONTENTS
v v
Chapter v1: vIntroduction
Chapter v2: vStrategy
Chapter v3: vDesign vof vProducts vand
Services vChapter v4: vProjects
v
Chapter v5: vStrategic vCapacity vManagement
v Chapter v6: vLearning vCurves
Chapter v7: vManufacturing vProcesses
v Chapter v8: vFacility vLayout
Chapter v9: vService vProcesses
Chapter v10: vWaiting vLine vAnalysis vand
Simulation vChapter v11: vProcess vDesign vand
v
v Analysis v Chapter v12: vQuality vManagement
Chapter v13: vStatistical vQuality vControl
v Chapter v14: vLean vSupply vChains
Chapter v15: vLogistics vand vDistribution
Management vChapter v16: vGlobal vSourcing vand
v
v Procurement vChapter v17: vThe vInternet vof vThings
v and vERP v Chapter v18: vForecasting
Chapter v19: vSales vand vOperations vPlanning
v Chapter v20: vInventory vManagement
v Chapter v21: vMaterial vRequirements
Planning
v
,Chapter v22: vWorkcenter vScheduling
CHAPTER v1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
v v v v
Discussion vQuestions
1. Using vExhibit v1.3 vas va vmodel, vdescribe vthe vsource-make-deliver-
return vrelationships vin vthefollowing vsystems:
a. An vairline
Source: vAircraft vmanufacturer, vin-flight vfood, vrepair vparts, vcomputer vsystems
vMake: vAircraft vand vflight vcrew vscheduling, vground vservices vprovided vat vairports,
aircraftmaintenance vand vrepair
Deliver: vOutbound vand varriving vpassenger vservice, vbaggage
vhandling vReturn: vResolve vany vpost-service vissues vsuch vas vlost vor
vdamaged vluggage
b. An vautomobile vmanufacturer
Source: v Suppliers vof vcomponents vand vraw vmaterials
Make: vManufacturing vof vvehicles vand vcomponents vor vsubassemblies vto vbe
vsold vas vspareparts
Deliver: vDelivery vto vand vsales vfrom vdealerships, vdelivery vof vspare vparts vto vthe
vwholesalesystem
Return: v Warranty vand vrecall vrepairs, vtrade-ins
c. A vhospital
Source: vMedical vsupplies, vcleaning vservices, vdisposal vservices, vfood vservices,
vqualifiedpersonnel
Make: v Inpatient vrooms, voutpatient vclinics, vemergency vroom, voperating vrooms
vDeliver: vScheduling vpatients, vproviding vtreatment, vambulance vservice, vfamily
vcounselingReturn: vBilling verrors, vfollow vup vvisits
d. An vinsurance vcompany
Source: v Supplies vneeded vfor vthe voffice, vunderwriters, vlegal vauthority vto voperate
, Make: vEstablish vpolicy vguidelines vand vpricing, vfield vagent/representative vand
vfacility vnetwork, vdevelop vInternet vservice vcapabilities, vestablish vpreferred
vvehicle vrepair vservicenetwork
Deliver: vMeet vwith vand vadvise vclients, vwrite vpolicies, vprocess vand vpay
vclaimsReturn: v refund vof voverpayments
2. Define vthe vservice vpackage vof vyour vcollege vor vuniversity. vWhat vis vits vstrongest
velement? vWhat visits vweakest vone?
The vcategories vwith vexamples vare:
Supporting vfacility v- vlocation, vbuildings, vlabs, vparking
vFacilitating vgoods v– vclass vschedules, vcomputers, vbooks,
vchalk
Explicit vservices v– vclasses vwith vqualified vinstructors, vplacement
vofficesImplicit vservices v– vstatus vand vreputation v(e.g., vIvy vLeague
vschools)
At vIndiana vUniversity vand vthe vUniversity vof vSouthern vCalifornia, vamong vtheir
vstrongest velements vare vtheir vbusiness vschools vand vtheir vOperations
vManagement vprograms v(of vcourse).Both valso vhave vvery vdedicated valumni
vnetworks. vA vweak velement vof vIndiana vUniversity vis vits vweak vfootball vprogram; vfor
vUSC, vweak velements vare von-campus vparking vand vhousing.
3. What vservice vindustry vhas vimpressed vyou vthe vmost vwith vits vinnovativeness?
Our vvote vgoes vto vcruise vlines vwhich vhave vintroduced vsuch vonboard vinnovations
vas vwave vmachines vfor vbelly vboarding vand vrock vclimbing vwalls, vas vwell vas vall
vsorts vof vother vamenities vtokeep vcruisers vinvolved. v The vindustry vis vdoing vrecord
vbusiness vas vwell.
Some vof vthe vstandout vcompanies vin vless vinnovative vindustries vare vBank vof vAmerica
v(has va vformalized vresearch vprogram vto vtry vout vnew vcustomer vservices/amenities
vsuch vas vvideo vscreensin vnext vto vteller vlines), vIntuit v(e.g., vputting vQuicken vmoney
vmanagement vsoftware vonline), vIkea,JetBlue vAirlines, vand vProgressive vInsurance
v(discussed vlater vin vthe vbook).
4. What vis vproduct-service vbundling vand vwhat vare vthe vbenefits vto vcustomers?
Product-service vbundling vis vadding vValue-added vservices vto va vfirm’s vproduct
vofferings vto vcreatemore vvalue vfor vthe vcustomer. vThis vprovides vbenefits vin vtwo
vareas. vFirst, vthis vdifferentiates vtheorganization vfrom vthe vcompetition. vSecondly,
vthese vservices vtie vcustomers vto vthe vorganizationin va vpositive vway. vAlternatively,
vbundling vcan valso vinvolve vadding vproducts vto va vservice, vfor vexample, vadding vthe
vsale vof vconvenience vitems vand vsnacks vat va vhotel.
