Operations and Supply Chain Management
SOLUTION MANUAL m
Operations and Supply Chain Management, 16th Edition
m m m m m m m
by F. Robert Jacobs and Richard Chase
m m m m m m
m Chapters 1 - 22 | Complete
m m m m m m
1-1
, Operations and Supply Chain Management
• 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
1-2
, Operations and Supply Chain Management
Chapterm22:mWorkcentermScheduling
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,mgroundmservicesmprovidedmatmairport
s,maircraftmmaintenancemandmrepair
Deliver:mOutboundmandmarrivingmpassengermservice,mbaggagemhand
lingmReturn:mResolvemanympost-
servicemissuesmsuchmasmlostmormdamagedmluggage
b. Anmautomobilemmanufacturer
Source:m Suppliersmofmcomponentsmandmrawmmaterials
Make:mManufacturingmofmvehiclesmandmcomponentsmormsubassembliesmtombemsol
dmasmsparemparts
Deliver:mDeliverymtomandmsalesmfrommdealerships,mdeliverymofmsparempartsmtomthe
mwholesalemsystem
Return:m Warrantymandmrecallmrepairs,mtrade-ins
c. Amhospital
Source:mMedicalmsupplies,mcleaningmservices,mdisposalmservices,mfoodmservices,mq
ualifiedmpersonnel
Make:m Inpatientmrooms,moutpatientmclinics,memergencymroom,moperatingmrooms
Deliver:mSchedulingmpatients,mprovidingmtreatment,mambulancemservice,mfamilymc
ounselingmReturn:mBillingmerrors,mfollowmupmvisits
d. Anminsurancemcompany
Source:m Suppliesmneededmformthemoffice,munderwriters,mlegalmauthoritymtomoperate
1-3
, Operations and Supply Chain Management
Make:mEstablishmpolicymguidelinesmandmpricing,mfieldmagent/representativemandmf
acilitymnetwork,mdevelopmInternetmservicemcapabilities,mestablishmpreferredmvehicl
emrepairmservicemnetwork
Deliver:mMeetmwithmandmadvisemclients,mwritempolicies,mprocessmandmp
aymclaimsmReturn:m refundmofmoverpayments
2. Definemthemservicempackagemofmyourmcollegemormuniversity.mWhatmismitsmstrongestmelement
?mWhatmismitsmweakestmone?
Themcategoriesmwithmexamplesmare:
Supportingmfacilitym-
mlocation,mbuildings,mlabs,mparkingmFacilitatingmgoodsm–
mclassmschedules,mcomputers,mbooks,mchalk
Explicitmservicesm–
mclassesmwithmqualifiedminstructors,mplacementmofficesmImplicitms
ervicesm–mstatusmandmreputationm(e.g.,mIvymLeaguemschools)
AtmIndianamUniversitymandmthemUniversitymofmSouthernmCalifornia,mamongmtheirmstron
gestmelementsmaremtheirmbusinessmschoolsmandmtheirmOperationsmManagementmprogr
amsm(ofmcourse).mBothmalsomhavemverymdedicatedmalumnimnetworks.mAmweakmelementm
ofmIndianamUniversitymismitsmweakmfootballmprogram;mformUSC,mweakmelementsmaremon-
campusmparkingmandmhousing.
3. Whatmservicemindustrymhasmimpressedmyoumthemmostmwithmitsminnovativeness?
Ourmvotemgoesmtomcruisemlinesmwhichmhavemintroducedmsuchmonboardminnovationsmas
mwavemmachinesmformbellymboardingmandmrockmclimbingmwalls,masmwellmasmallmsortsmofm
othermamenitiesmtomkeepmcruisersminvolved.m Themindustrymismdoingmrecordmbusinessma
smwell.
SomemofmthemstandoutmcompaniesminmlessminnovativemindustriesmaremBankmofmAmericam(
hasmamformalizedmresearchmprogrammtomtrymoutmnewmcustomermservices/amenitiesmsuch
masmvideomscreensminmnextmtomtellermlines),mIntuitm(e.g.,mputtingmQuickenmmoneymmanage
mentmsoftwaremonline),mIkea,mJetBluemAirlines,mandmProgressivemInsurancem(discussedmlat
erminmthembook).
4. Whatmismproduct-servicembundlingmandmwhatmaremthembenefitsmtomcustomers?
Product-servicembundlingmismaddingmValue-
addedmservicesmtomamfirm’smproductmofferingsmtomcreatemmoremvaluemformthemcustomer.m
Thismprovidesmbenefitsminmtwomareas.mFirst,mthismdifferentiatesmthemorganizationmfrommth
emcompetition.mSecondly,mthesemservicesmtiemcustomersmtomthemorganizationminmampositi
vemway.mAlternatively,mbundlingmcanmalsominvolvemaddingmproductsmtomamservice,mformex
ample,maddingmthemsalemofmconveniencemitemsmandmsnacksmatmamhotel.
1-4
SOLUTION MANUAL m
Operations and Supply Chain Management, 16th Edition
m m m m m m m
by F. Robert Jacobs and Richard Chase
m m m m m m
m Chapters 1 - 22 | Complete
m m m m m m
1-1
, Operations and Supply Chain Management
• 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
1-2
, Operations and Supply Chain Management
Chapterm22:mWorkcentermScheduling
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,mgroundmservicesmprovidedmatmairport
s,maircraftmmaintenancemandmrepair
Deliver:mOutboundmandmarrivingmpassengermservice,mbaggagemhand
lingmReturn:mResolvemanympost-
servicemissuesmsuchmasmlostmormdamagedmluggage
b. Anmautomobilemmanufacturer
Source:m Suppliersmofmcomponentsmandmrawmmaterials
Make:mManufacturingmofmvehiclesmandmcomponentsmormsubassembliesmtombemsol
dmasmsparemparts
Deliver:mDeliverymtomandmsalesmfrommdealerships,mdeliverymofmsparempartsmtomthe
mwholesalemsystem
Return:m Warrantymandmrecallmrepairs,mtrade-ins
c. Amhospital
Source:mMedicalmsupplies,mcleaningmservices,mdisposalmservices,mfoodmservices,mq
ualifiedmpersonnel
Make:m Inpatientmrooms,moutpatientmclinics,memergencymroom,moperatingmrooms
Deliver:mSchedulingmpatients,mprovidingmtreatment,mambulancemservice,mfamilymc
ounselingmReturn:mBillingmerrors,mfollowmupmvisits
d. Anminsurancemcompany
Source:m Suppliesmneededmformthemoffice,munderwriters,mlegalmauthoritymtomoperate
1-3
, Operations and Supply Chain Management
Make:mEstablishmpolicymguidelinesmandmpricing,mfieldmagent/representativemandmf
acilitymnetwork,mdevelopmInternetmservicemcapabilities,mestablishmpreferredmvehicl
emrepairmservicemnetwork
Deliver:mMeetmwithmandmadvisemclients,mwritempolicies,mprocessmandmp
aymclaimsmReturn:m refundmofmoverpayments
2. Definemthemservicempackagemofmyourmcollegemormuniversity.mWhatmismitsmstrongestmelement
?mWhatmismitsmweakestmone?
Themcategoriesmwithmexamplesmare:
Supportingmfacilitym-
mlocation,mbuildings,mlabs,mparkingmFacilitatingmgoodsm–
mclassmschedules,mcomputers,mbooks,mchalk
Explicitmservicesm–
mclassesmwithmqualifiedminstructors,mplacementmofficesmImplicitms
ervicesm–mstatusmandmreputationm(e.g.,mIvymLeaguemschools)
AtmIndianamUniversitymandmthemUniversitymofmSouthernmCalifornia,mamongmtheirmstron
gestmelementsmaremtheirmbusinessmschoolsmandmtheirmOperationsmManagementmprogr
amsm(ofmcourse).mBothmalsomhavemverymdedicatedmalumnimnetworks.mAmweakmelementm
ofmIndianamUniversitymismitsmweakmfootballmprogram;mformUSC,mweakmelementsmaremon-
campusmparkingmandmhousing.
3. Whatmservicemindustrymhasmimpressedmyoumthemmostmwithmitsminnovativeness?
Ourmvotemgoesmtomcruisemlinesmwhichmhavemintroducedmsuchmonboardminnovationsmas
mwavemmachinesmformbellymboardingmandmrockmclimbingmwalls,masmwellmasmallmsortsmofm
othermamenitiesmtomkeepmcruisersminvolved.m Themindustrymismdoingmrecordmbusinessma
smwell.
SomemofmthemstandoutmcompaniesminmlessminnovativemindustriesmaremBankmofmAmericam(
hasmamformalizedmresearchmprogrammtomtrymoutmnewmcustomermservices/amenitiesmsuch
masmvideomscreensminmnextmtomtellermlines),mIntuitm(e.g.,mputtingmQuickenmmoneymmanage
mentmsoftwaremonline),mIkea,mJetBluemAirlines,mandmProgressivemInsurancem(discussedmlat
erminmthembook).
4. Whatmismproduct-servicembundlingmandmwhatmaremthembenefitsmtomcustomers?
Product-servicembundlingmismaddingmValue-
addedmservicesmtomamfirm’smproductmofferingsmtomcreatemmoremvaluemformthemcustomer.m
Thismprovidesmbenefitsminmtwomareas.mFirst,mthismdifferentiatesmthemorganizationmfrommth
emcompetition.mSecondly,mthesemservicesmtiemcustomersmtomthemorganizationminmampositi
vemway.mAlternatively,mbundlingmcanmalsominvolvemaddingmproductsmtomamservice,mformex
ample,maddingmthemsalemofmconveniencemitemsmandmsnacksmatmamhotel.
1-4
