Operations & Supply Chain Management 16th Edition Solution Manual | F. Robert Jacobs – 2025 Step-by-Step OSCM Solutions

SOLUTION MANUAL FOR
g g




OPERATIONSgANDgSUPPLYgCHAINgMANAGEMENTg16THgEDITIONgBYgF.gROBERTgJA
COBS

Chapterg1-22




CHAPTERg1

OPERATIONSgANDgSUPPLYgCHAINgMANAGEMENT

DiscussiongQuestions
1. UsinggExhibitg1.3gasgagmodel,gdescribegthegsource-make-deliver-
returngrelationshipsgingthegfollowinggsystems:

a. Angairline
Source:g Aircraftgmanufacturer,gin-flightgfood,grepairgparts,gcomputergsystems
Make:gAircraftgandgflightgcrewgscheduling,ggroundgservicesgprovidedgatgairports,gaircraftgmai
ntenancegandgrepair
Deliver:gOutboundgandgarrivinggpassengergservice,gbaggageghandlinggRetu
rn:gResolveganygpost-servicegissuesgsuchgasglostgorgdamagedgluggage

b. Angautomobilegmanufacturer
Source:g Suppliersgofgcomponentsgandgrawgmaterials
Make:g Manufacturinggofgvehiclesgandgcomponentsgorgsubassembliesgtogbegsoldgasgspare
gparts
Deliver:gDeliverygtogandgsalesgfromgdealerships,gdeliverygofgsparegpartsgtogthegwholesaleg
system
Return:g Warrantygandgrecallgrepairs,gtrade-ins

c. Aghospital
Source:g Medicalgsupplies,gcleaninggservices,gdisposalgservices,gfoodgservices,gqualifiedgper
sonnel
Make:g Inpatientgrooms,goutpatientgclinics,gemergencygroom,goperatinggrooms
Deliver:gSchedulinggpatients,gprovidinggtreatment,gambulancegservice,gfamilygcounselingg
Return:gBillinggerrors,gfollowgupgvisits

d. Anginsurancegcompany
Source:g Suppliesgneededgforgthegoffice,gunderwriters,glegalgauthoritygtogoperate


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, Make:g Establishgpolicygguidelinesgandgpricing,gfieldgagent/representativegandgfacilitygnet
work,gdevelopgInternetgservicegcapabilities,gestablishgpreferredgvehiclegrepairgservicegnet
work
Deliver:gMeetgwithgandgadvisegclients,gwritegpolicies,gprocessgandgpaygclaimsgR
eturn:g refundgofgoverpayments


2. Definegthegservicegpackagegofgyourgcollegegorguniversity.g Whatgisgitsgstrongestgelement?g What
gisgitsgweakestgone?


Thegcategoriesgwithgexamplesgare:
Supportinggfacilityg-
glocation,gbuildings,glabs,gparkinggFacilitatingggoodsg–
gclassgschedules,gcomputers,gbooks,gchalk
Explicitgservicesg–
gclassesgwithgqualifiedginstructors,gplacementgofficesgImplicitgservicesg–
gstatusgandgreputationg(e.g.,gIvygLeaguegschools)


AtgIndianagUniversitygandgthegUniversitygofgSoutherngCalifornia,gamonggtheirgstrongestgelem
entsgaregtheirgbusinessgschoolsgandgtheirgOperationsgManagementgprogramsg(ofgcourse).gBot
hgalsoghavegverygdedicatedgalumnignetworks.g AgweakgelementgofgIndianagUniversitygisgitsgw
eakgfootballgprogram;gforgUSC,gweakgelementsgaregon-campusgparkinggandghousing.

3. Whatgservicegindustryghasgimpressedgyougthegmostgwithgitsginnovativeness?

Ourgvoteggoesgtogcruiseglinesgwhichghavegintroducedgsuchgonboardginnovationsgasgwavegmac
hinesgforgbellygboardinggandgrockgclimbinggwalls,gasgwellgasgallgsortsgofgothergamenitiesgtogke
epgcruisersginvolved.g Thegindustrygisgdoinggrecordgbusinessgasgwell.

Somegofgtheg standoutgcompaniesging lessginnovativegindustriesgaregBankgofgAmericag(hasgagf
ormalizedgresearchgprogramgtogtrygoutgnewgcustomergservices/amenitiesgsuchgasgvideogscree
nsgingnextgtogtellerglines),g Intuitg(e.g.,gputtinggQuickengmoneygmanagementgsoftwaregonline),
gIkea,gJetBluegAirlines,gandgProgressivegInsuranceg(discussedglatergingthegbook).


4. Whatgisgproduct-servicegbundlinggandgwhatgaregthegbenefitsgtogcustomers?

Product-servicegbundlinggisgaddinggValue-
addedgservicesgtogagfirm’sgproductgofferingsgtogcreategmoregvaluegforgthegcustomer.g Thisgpro
videsgbenefitsgingtwogareas.g First,gthisgdifferentiatesgthegorganizationgfromgthegcompetition.
g Secondly,gthesegservicesgtiegcustomersgtogthegorganizationgingagpositivegway.gAlternatively,g
bundlinggcangalsoginvolvegaddinggproductsgtogagservice,gforgexample,gaddinggthegsalegofgcon
veniencegitemsgandgsnacksgatgaghotel.

5. Whatgisgthegdifferencegbetweengagservicegandgaggood?

Agservicegisgangintangiblegprocessg(yougcan’tgholdgitgingyourghands),gwhilegaggoodgisgthegphysi
calgoutputgofgagprocess.

6. Lookgatgthegjobgpostingsgatghttp://www.indeed.comgandgevaluategthegopportunitiesgforg
angOSMgmajorgwithgseveralgyearsgofgexperience.
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, Theregaregpagesgandgpagesgofgthesegwhengyougdogagsearchgongoperationsgsupplygchaingman
agement.g Heregaregsomegexamples:

GlobalgActivegIngredientgSupplygPlannerg
FMCgCorporation
USg-gPAg-gPhiladelphia
ThisgisgyourgopportunitygtogjoingthegAgriculturalgProductsgGroupg(APG)gandgworkgongthegtea
mgresponsiblegforgglobalgactivegingredientgplanning.gYou'llgservegasgagcentralgSupplygPlannerg
workinggingtandemg...

PurchasinggManagerg(Buyer)
TexasgDowgEmployeesgCreditgUniong(TDECU)
USg-gTXg-gLakegJacksong-gNearestgMetrogareag-gSouthgHouston
EducationgAccreditedguniversitygdegreegingBusinessgorgMarketinggwithgcertificationgingPurcha
sing,gInventorygManagement,gorgLogistics.gAccreditedgPurchasinggPractitionerg(APP)gorgCertifi
edgPurchasingg...

ProductgLinegManagergC
intasgCorporation
USg-gOHg-gMason
HighgSchoolgdiplomagorgGEDgrequired,g4gyeargdegreegpreferredgKnowledgegofgandgexperienc
egusinggInternetgandgMicrosoftgOfficeg(Word,gExcel,gPowerPoint,gandgEmail)g3gyearsgmanage
mentgexperiencegpreferredg...

DirectorgPurchasin
ggLegendarygBakin
ggUSg-gCOg-gDenver
CERTIFICATIONSg&gLICENSESg•gValidgDriver’sgLicensegandgcarginsurance.g•gCertifiedgPurchasin
ggManagergcertificationg(C.P.M.)gpreferred.g•gCertifiedgFoodgPurchasinggManagerg...

ProcessgImprovementgManagergARAMA
RKgCorporation
USg-gTXg-gHouston
Bachelor'sgDegreegrequired.gTechnicalgEngineeringgdisciplinegwithingIndustrial,gMechanic
al,gChemical,gorgFoodgOperationsgstronglygpreferred.g•gMinimumg5gyearsgLeangmanufac
turinggexperiencegcoupledg...

7. Recentgoutsourcinggofgpartsgandgservicesgthatghadgpreviouslygbeengproducedginternally
gisgaddressedgbygwhichgcurrentgissuegfacinggoperationsgandgsupplygmanagementgtoday
?

Thegcoordinationgofgrelationshipsgbetweengmutuallygsupportivegbutgseparategorganizations.


8. WhatgfactorsgaccountgforgthegresurgencegofginterestgingOSCMgtoday?

Withgcompaniesgfacinggcompetitiongongagglobalgscale,gandgever-
advancinggmanufacturinggandginformationgtechnologies,gfirmsgrealizegthegcompetitivegadvan
tagegtheirgOSCMgfunctionsgcan

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, providegifgproperlygmanaged.g Manyghavegfoundgthatgthegsamegoldgwaygofgdoinggbusinessg
leavesgthemgunablegtogcompetegsuccessfully.

9. AsgthegfieldgofgOSCMghasgadvanced,gnewgconceptsghavegbeengappliedgtoghelpgcompaniesgc
ompetegingagnumbergofgways,gincludinggthegadvertisementgofgthegfirm’sgproductsgorgservice
s.gOnegrecentgconceptgtoggaingthegattentiongofgcompaniesgisgpromotinggsustainability.g Disc
ussghowgyoughavegseengthegideagofgsustainabilitygusedgbygcompaniesgtogadvertisegtheirggoo
dsgorgservices.

Theregofgcoursegwillgbegagnumbergofgexamplesgthatgstudentsgwillgbringgup,gthoughgtheygmay
gneedgsomegproddinggtogjoggtheirgmemories.g SomegexamplesgtogstartgwithgmightgbegIBM’sg“

I’mgangIBMer”gcampaigngwheregtheygadvertiseghowgtheygareg“buildinggagsmartergplanet.”g B
ottledgwatergmanufacturersghavegreducedgthegamountgofgplasticgusedgingmanygofgtheirgprodu
cts,gthusgsavinggproductiongandgdistributiongcosts,gbutgalsogallowinggthemgtogadvertiseghowg
thegnewgbottlesgaregbettergforgthegenvironmentgbecausegtheygresultginglessgwaste.


10. Somegpeoplegtendgtogusegthegtermsgeffectivenessgandgefficiencyginterchangeably,gthough
gwe’vegseengtheygaregdifferentgconcepts.g Butgisgthereganygrelationshipgatgallgbetweengthe

m?gCangagfirmgbegeffectivegbutginefficient?g Verygefficientgbutgessentiallygineffective?g Bot
h?gNeither?

Firmsgcangbeganywheregongthesegtwogdimensions.g Itgisgpossiblegforgagfirmgtogbegthegbestgatg
whatgtheygdogingservinggtheirgmarket,gbutgbegverygwastefulgingdoinggso.g Alternatively,gagfirm
gcouldgsqueezegeveryglastgdollargoutgofgtheirgprocessesgbutgfailgtogdelivergwhatgthegmarketgex

pectsgandgdesires.g Ofgcourse,gthegbestgfirmsgwillgprovidegtheggoodsgandgservicesgthatgthegma
rketgdesires,gexactlygasgthegmarketgdesires,gandgdogsogatgagminimumgcost.g Firmsgthatgaregbo
thginefficientgandgineffectivegdognotgsurvivegforglongginganygmarket.




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