SOLUTION MANUAL
m
Operations and Supply Chain Management, 17th Edition
m m m m m m m
by F. Robert Jacobs and Richard Chase
m m m m m m
Chapters 1 - 22 | Complete
m m m m m m m
1-1
, • TABLE OF CONTENTS
m m
Chapterm1:mIntroduction
Chapterm2:mStrategy
Chapterm3:mDesignmofmProductsmandmServices
Chapterm4:mProjects
Chapterm5:mStrategicmCapacitymManagement
Chapterm6:mLearningmCurves
Chapterm7:mManufacturingmProcesses
Chapterm8:mFacilitymLayout
Chapterm9:mServicemProcesses
Chapterm10:mWaitingmLinemAnalysismandmSimulation
Chapterm11:mProcessmDesignmandmAnalysis
Chapterm12:mQualitymManagement
Chapterm13:mStatisticalmQualitymControl
Chapterm14:mLeanmSupplymChains
Chapterm15:mLogisticsmandmDistributionmManagement
Chapterm16:mGlobalmSourcingmandmProcurement
Chapterm17:mThemInternetmofmThingsmandmERP
Chapterm18:mForecasting
Chapterm19:mSalesmandmOperationsmPlanning
Chapterm20:mInventorymManagement
Chapterm21:mMaterialmRequirementsmPlanning
Chapterm22:mWorkcentermScheduling
1-2
,CHAPTER 1 m
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
m m m m
DiscussionmQuestions
1. UsingmExhibitm1.3masmammodel,mdescribemthemsource-make-deliver-
returnmrelationshipsminmthemfollowingmsystems:
a. Anmairline
Source:m Aircraftmmanufacturer,min-flightmfood,mrepairmparts,mcomputermsystems
Make:mAircraftmandmflightmcrewmscheduling,mgroundmservicesmprovidedmatmairports,ma
ircraftmmaintenancemandmrepair
Deliver:mOutboundmandmarrivingmpassengermservice,mbaggagemhandlin
gmReturn:mResolvemanympost-
servicemissuesmsuchmasmlostmormdamagedmluggage
b. Anmautomobilemmanufacturer
Source:m Suppliersmofmcomponentsmandmrawmmaterials
Make:mManufacturingmofmvehiclesmandmcomponentsmormsubassembliesmtombemsoldmasms
paremparts
Deliver:mDeliverymtomandmsalesmfrommdealerships,mdeliverymofmsparempartsmtomthemwh
olesalemsystem
Return:m Warrantymandmrecallmrepairs,mtrade-ins
c. Amhospital
Source:mMedicalmsupplies,mcleaningmservices,mdisposalmservices,mfoodmservices,mqualifie
dmpersonnel
Make:m Inpatientmrooms,moutpatientmclinics,memergencymroom,moperatingmrooms
Deliver:mSchedulingmpatients,mprovidingmtreatment,mambulancemservice,mfamilymcouns
elingmReturn:mBillingmerrors,mfollowmupmvisits
d. Anminsurancemcompany
Source:m Suppliesmneededmformthemoffice,munderwriters,mlegalmauthoritymtomoperate
1-3
, Make:mEstablishmpolicymguidelinesmandmpricing,mfieldmagent/representativemandmfacil
itymnetwork,mdevelopmInternetmservicemcapabilities,mestablishmpreferredmvehiclemrepa
irmservicemnetwork
Deliver:mMeetmwithmandmadvisemclients,mwritempolicies,mprocessmandmpaymc
laimsmReturn:m refundmofmoverpayments
2. Definemthemservicempackagemofmyourmcollegemormuniversity.mWhatmismitsmstrongestmelement?m
Whatmismitsmweakestmone?
Themcategoriesmwithmexamplesmare:
Supportingmfacilitym-
mlocation,mbuildings,mlabs,mparkingmFacilitatingmgoodsm–
mclassmschedules,mcomputers,mbooks,mchalk
Explicitmservicesm–
mclassesmwithmqualifiedminstructors,mplacementmofficesmImplicitmservi
cesm–mstatusmandmreputationm(e.g.,mIvymLeaguemschools)
AtmIndianamUniversitymandmthemUniversitymofmSouthernmCalifornia,mamongmtheirmstrongest
melementsmaremtheirmbusinessmschoolsmandmtheirmOperationsmManagementmprogramsm(ofmc
ourse).mBothmalsomhavemverymdedicatedmalumnimnetworks.mAmweakmelementmofmIndianamUni
versitymismitsmweakmfootballmprogram;mformUSC,mweakmelementsmaremon-
campusmparkingmandmhousing.
3. Whatmservicemindustrymhasmimpressedmyoumthemmostmwithmitsminnovativeness?
Ourmvotemgoesmtomcruisemlinesmwhichmhavemintroducedmsuchmonboardminnovationsmasmwav
emmachinesmformbellymboardingmandmrockmclimbingmwalls,masmwellmasmallmsortsmofmotherma
menitiesmtomkeepmcruisersminvolved.m Themindustrymismdoingmrecordmbusinessmasmwell.
SomemofmthemstandoutmcompaniesminmlessminnovativemindustriesmaremBankmofmAmericam(hasm
amformalizedmresearchmprogrammtomtrymoutmnewmcustomermservices/amenitiesmsuchmasmvide
omscreensminmnextmtomtellermlines),mIntuitm(e.g.,mputtingmQuickenmmoneymmanagementmsoftwar
emonline),mIkea,mJetBluemAirlines,mandmProgressivemInsurancem(discussedmlaterminmthembook).
4. Whatmismproduct-servicembundlingmandmwhatmaremthembenefitsmtomcustomers?
Product-servicembundlingmismaddingmValue-
addedmservicesmtomamfirm’smproductmofferingsmtomcreatemmoremvaluemformthemcustomer.mThism
providesmbenefitsminmtwomareas.mFirst,mthismdifferentiatesmthemorganizationmfrommthemcompe
tition.mSecondly,mthesemservicesmtiemcustomersmtomthemorganizationminmampositivemway.mAlter
natively,mbundlingmcanmalsominvolvemaddingmproductsmtomamservice,mformexample,maddingmth
emsalemofmconveniencemitemsmandmsnacksmatmamhotel.
5. Whatmismthemdifferencembetweenmamservicemandmamgood?
Amservicemismanmintangiblemprocessm(youmcan’tmholdmitminmyourmhands),mwhilemamgoodmismthe
mphysicalmoutputmofmamprocess.
6. Lookmatmthemjobmpostingsmatmhttp://www.indeed.commandmevaluatemthemopportunitie
smformanmOSMmmajormwithmseveralmyearsmofmexperience.
1-4
m
Operations and Supply Chain Management, 17th Edition
m m m m m m m
by F. Robert Jacobs and Richard Chase
m m m m m m
Chapters 1 - 22 | Complete
m m m m m m m
1-1
, • TABLE OF CONTENTS
m m
Chapterm1:mIntroduction
Chapterm2:mStrategy
Chapterm3:mDesignmofmProductsmandmServices
Chapterm4:mProjects
Chapterm5:mStrategicmCapacitymManagement
Chapterm6:mLearningmCurves
Chapterm7:mManufacturingmProcesses
Chapterm8:mFacilitymLayout
Chapterm9:mServicemProcesses
Chapterm10:mWaitingmLinemAnalysismandmSimulation
Chapterm11:mProcessmDesignmandmAnalysis
Chapterm12:mQualitymManagement
Chapterm13:mStatisticalmQualitymControl
Chapterm14:mLeanmSupplymChains
Chapterm15:mLogisticsmandmDistributionmManagement
Chapterm16:mGlobalmSourcingmandmProcurement
Chapterm17:mThemInternetmofmThingsmandmERP
Chapterm18:mForecasting
Chapterm19:mSalesmandmOperationsmPlanning
Chapterm20:mInventorymManagement
Chapterm21:mMaterialmRequirementsmPlanning
Chapterm22:mWorkcentermScheduling
1-2
,CHAPTER 1 m
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
m m m m
DiscussionmQuestions
1. UsingmExhibitm1.3masmammodel,mdescribemthemsource-make-deliver-
returnmrelationshipsminmthemfollowingmsystems:
a. Anmairline
Source:m Aircraftmmanufacturer,min-flightmfood,mrepairmparts,mcomputermsystems
Make:mAircraftmandmflightmcrewmscheduling,mgroundmservicesmprovidedmatmairports,ma
ircraftmmaintenancemandmrepair
Deliver:mOutboundmandmarrivingmpassengermservice,mbaggagemhandlin
gmReturn:mResolvemanympost-
servicemissuesmsuchmasmlostmormdamagedmluggage
b. Anmautomobilemmanufacturer
Source:m Suppliersmofmcomponentsmandmrawmmaterials
Make:mManufacturingmofmvehiclesmandmcomponentsmormsubassembliesmtombemsoldmasms
paremparts
Deliver:mDeliverymtomandmsalesmfrommdealerships,mdeliverymofmsparempartsmtomthemwh
olesalemsystem
Return:m Warrantymandmrecallmrepairs,mtrade-ins
c. Amhospital
Source:mMedicalmsupplies,mcleaningmservices,mdisposalmservices,mfoodmservices,mqualifie
dmpersonnel
Make:m Inpatientmrooms,moutpatientmclinics,memergencymroom,moperatingmrooms
Deliver:mSchedulingmpatients,mprovidingmtreatment,mambulancemservice,mfamilymcouns
elingmReturn:mBillingmerrors,mfollowmupmvisits
d. Anminsurancemcompany
Source:m Suppliesmneededmformthemoffice,munderwriters,mlegalmauthoritymtomoperate
1-3
, Make:mEstablishmpolicymguidelinesmandmpricing,mfieldmagent/representativemandmfacil
itymnetwork,mdevelopmInternetmservicemcapabilities,mestablishmpreferredmvehiclemrepa
irmservicemnetwork
Deliver:mMeetmwithmandmadvisemclients,mwritempolicies,mprocessmandmpaymc
laimsmReturn:m refundmofmoverpayments
2. Definemthemservicempackagemofmyourmcollegemormuniversity.mWhatmismitsmstrongestmelement?m
Whatmismitsmweakestmone?
Themcategoriesmwithmexamplesmare:
Supportingmfacilitym-
mlocation,mbuildings,mlabs,mparkingmFacilitatingmgoodsm–
mclassmschedules,mcomputers,mbooks,mchalk
Explicitmservicesm–
mclassesmwithmqualifiedminstructors,mplacementmofficesmImplicitmservi
cesm–mstatusmandmreputationm(e.g.,mIvymLeaguemschools)
AtmIndianamUniversitymandmthemUniversitymofmSouthernmCalifornia,mamongmtheirmstrongest
melementsmaremtheirmbusinessmschoolsmandmtheirmOperationsmManagementmprogramsm(ofmc
ourse).mBothmalsomhavemverymdedicatedmalumnimnetworks.mAmweakmelementmofmIndianamUni
versitymismitsmweakmfootballmprogram;mformUSC,mweakmelementsmaremon-
campusmparkingmandmhousing.
3. Whatmservicemindustrymhasmimpressedmyoumthemmostmwithmitsminnovativeness?
Ourmvotemgoesmtomcruisemlinesmwhichmhavemintroducedmsuchmonboardminnovationsmasmwav
emmachinesmformbellymboardingmandmrockmclimbingmwalls,masmwellmasmallmsortsmofmotherma
menitiesmtomkeepmcruisersminvolved.m Themindustrymismdoingmrecordmbusinessmasmwell.
SomemofmthemstandoutmcompaniesminmlessminnovativemindustriesmaremBankmofmAmericam(hasm
amformalizedmresearchmprogrammtomtrymoutmnewmcustomermservices/amenitiesmsuchmasmvide
omscreensminmnextmtomtellermlines),mIntuitm(e.g.,mputtingmQuickenmmoneymmanagementmsoftwar
emonline),mIkea,mJetBluemAirlines,mandmProgressivemInsurancem(discussedmlaterminmthembook).
4. Whatmismproduct-servicembundlingmandmwhatmaremthembenefitsmtomcustomers?
Product-servicembundlingmismaddingmValue-
addedmservicesmtomamfirm’smproductmofferingsmtomcreatemmoremvaluemformthemcustomer.mThism
providesmbenefitsminmtwomareas.mFirst,mthismdifferentiatesmthemorganizationmfrommthemcompe
tition.mSecondly,mthesemservicesmtiemcustomersmtomthemorganizationminmampositivemway.mAlter
natively,mbundlingmcanmalsominvolvemaddingmproductsmtomamservice,mformexample,maddingmth
emsalemofmconveniencemitemsmandmsnacksmatmamhotel.
5. Whatmismthemdifferencembetweenmamservicemandmamgood?
Amservicemismanmintangiblemprocessm(youmcan’tmholdmitminmyourmhands),mwhilemamgoodmismthe
mphysicalmoutputmofmamprocess.
6. Lookmatmthemjobmpostingsmatmhttp://www.indeed.commandmevaluatemthemopportunitie
smformanmOSMmmajormwithmseveralmyearsmofmexperience.
1-4
