1-1
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,u TEST BANK AND SOLUTION MANUALS FOR:
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OPERATIONS AND SUPPLY CHAIN MANAGEMENT 17TH EDITION BY F. ROBERT
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JACOBS
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Chapter 1-22 ju
CHAPTER1 ju
OPERATIONS AND SUPPLY CHAIN MANAGEMENT ju ju ju ju
Discussion Questions ju
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the
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following systems:
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a. An airline ju
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
j u u
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Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
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maintenance and repair ju ju ju
Deliver: Outbound and arriving passenger service, baggage handling Return:
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Resolve any post-service issues such as lost or damaged luggage
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b. An automobile manufacturer
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Source: Suppliers of components and raw materials j u ju ju ju ju ju
Make: Manufacturing of vehicles and components or subassemblies to be sold as spare
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parts ju
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale system
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Return: Warranty and recall repairs, trade-ins j u ju ju ju ju
c. A hospital ju
Source: Medical supplies, cleaning services, disposal services, food services, qualified
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personnel ju
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
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Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
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Return: Billing errors, follow up visits
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d. An insurance company ju ju
Source: Supplies needed for the office, underwriters, legal authority to operate
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1-2
, Make: Establish policy guidelines and pricing, field agent/representative and facility
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network, develop Internet service capabilities, establish preferred vehicle repair service
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network
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Deliver: Meet with and advise clients, write policies, process and pay claims Return:
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refund of overpayments
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2. Define the service package of your college or university. What is its strongest element?
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its weakest one?
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The categories with examples are:
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Supporting facility - location, buildings, labs, parking ju ju ju ju ju ju
Facilitating goods – class schedules, computers, books, chalk
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Explicit services – classes with qualified instructors, placement offices ju ju ju ju ju ju ju ju
Implicit services – status and reputation (e.g., Ivy League schools)
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At Indiana University and the University of Southern California, among their strongest elements
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are their business schools and their Operations Management programs (of course). Both also
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have very dedicated alumni networks. A weak element of Indiana University is its weak
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football program; for USC, weak elements are on-campus parking and housing.
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3. What service industry has impressed you the most with its innovativeness?
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Our vote goes to cruise lines which have introduced such onboard innovations as wave machines
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for belly boarding and rock climbing walls, as well as all sorts of other amenities to keep cruisers
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involved. The industry is doing record business as well.
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Some of the standout companies in less innovative industries are Bank of America (has a
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formalized research program to try out new customer services/amenities such as video screens in
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,
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JetBlue Airlines, and Progressive Insurance (discussed later in the book).
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4. What is product-service bundling and what are the benefits to customers?
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Product-service bundling is adding Value-added services to a firm’s product offerings to create ju ju ju ju ju ju ju ju ju ju ju ju
more value for the customer. This provides benefits in two areas. First, this differentiates the
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organization from the competition. Secondly, these services tie customers to the organization
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in a positive way. Alternatively, bundling can also involve adding products to a service, for
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example, adding the sale of convenience items and snacks at a hotel.
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5. What is the difference between a service and a good?
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A service is an intangible process (you can’t hold it in your hands), while a good is the physical
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output of a process.
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6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
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OSM major with several years of experience.
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1-3
, There are pages and pages of these when you do a search on operations supply chain
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management. Here are some examples:
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Global Active Ingredient Supply Planner u
j u
j u
j u
j
FMC Corporation
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US - PA - Philadelphia
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This is your opportunity to join the Agricultural Products Group (APG) and work on the team
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responsible for global active ingredient planning. You'll serve as a central Supply Planner
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working in tandem ...
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Purchasing Manager (Buyer) u
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Texas Dow Employees Credit Union (TDECU)
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US - TX - Lake Jackson - Nearest Metro area - South Houston
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Education Accredited university degree in Business or Marketing with certification in ju ju ju ju ju ju ju ju ju ju
Purchasing, Inventory Management, or Logistics. Accredited Purchasing Practitioner (APP) or
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Certified Purchasing ...
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Product Line Manager u
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Cintas Corporation
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US - OH - Mason
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High School diploma or GED required, 4 year degree preferred Knowledge of and experience
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using Internet and Microsoft Office (Word, Excel, PowerPoint, and Email) 3 years management
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experience preferred ...
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DirectorPurchasing u
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Legendary Baking
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US - CO - Denver
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CERTIFICATIONS & LICENSES • Valid Driver’s License and car insurance. • Certified Purchasing ju ju ju ju ju ju ju ju ju ju ju ju
Manager certification (C.P.M.) preferred. • Certified Food Purchasing Manager ...
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Process Improvement Manager u
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ARAMARK Corporation
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US - TX - Houston
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Bachelor's Degree required. Technical Engineering discipline within Industrial, Mechanical, ju ju ju ju ju ju ju u
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Chemical, or Food Operations strongly preferred. • Minimum 5 years Lean manufacturing
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experience coupled ...
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7. Recent outsourcing of parts and services that had previously been produced internally is
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addressed by which current issue facing operations and supply management today?
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The coordination of relationships between mutually supportive but separate organizations.
u
j ju ju ju ju ju ju u
j ju
8. What factors account for the resurgence of interest in OSCM today?
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With companies facing competition on a global scale, and ever-advancing manufacturing and
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information technologies, firms realize the competitive advantage their OSCM functions can
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1-4
ju j
,u TEST BANK AND SOLUTION MANUALS FOR:
ju ju ju ju ju
OPERATIONS AND SUPPLY CHAIN MANAGEMENT 17TH EDITION BY F. ROBERT
ju ju ju ju ju ju ju ju ju
JACOBS
ju
Chapter 1-22 ju
CHAPTER1 ju
OPERATIONS AND SUPPLY CHAIN MANAGEMENT ju ju ju ju
Discussion Questions ju
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the
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following systems:
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a. An airline ju
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
j u u
j ju ju ju ju u
j ju
Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
ju ju ju ju ju ju ju ju ju ju ju
maintenance and repair ju ju ju
Deliver: Outbound and arriving passenger service, baggage handling Return:
ju ju ju ju ju ju ju ju
Resolve any post-service issues such as lost or damaged luggage
ju ju ju ju ju ju ju ju ju ju
b. An automobile manufacturer
ju ju
Source: Suppliers of components and raw materials j u ju ju ju ju ju
Make: Manufacturing of vehicles and components or subassemblies to be sold as spare
j u ju ju ju ju ju ju ju ju ju ju ju
parts ju
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale system
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
Return: Warranty and recall repairs, trade-ins j u ju ju ju ju
c. A hospital ju
Source: Medical supplies, cleaning services, disposal services, food services, qualified
j u ju ju ju ju ju ju ju ju
personnel ju
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
j u ju ju ju ju ju ju ju
Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
ju ju ju ju ju ju ju ju
Return: Billing errors, follow up visits
ju ju ju ju ju ju
d. An insurance company ju ju
Source: Supplies needed for the office, underwriters, legal authority to operate
j u ju ju ju ju ju ju ju ju ju
1-2
, Make: Establish policy guidelines and pricing, field agent/representative and facility
j u ju ju ju ju ju ju ju ju
network, develop Internet service capabilities, establish preferred vehicle repair service
ju ju ju ju ju ju ju ju ju ju
network
ju
Deliver: Meet with and advise clients, write policies, process and pay claims Return:
ju ju ju ju ju ju ju ju ju ju ju ju
refund of overpayments
j u ju ju
2. Define the service package of your college or university. What is its strongest element?
ju ju ju ju ju ju ju ju j u ju ju ju ju j u What is ju
its weakest one?
ju ju ju
The categories with examples are:
ju ju ju ju
Supporting facility - location, buildings, labs, parking ju ju ju ju ju ju
Facilitating goods – class schedules, computers, books, chalk
ju ju ju ju ju ju ju ju
Explicit services – classes with qualified instructors, placement offices ju ju ju ju ju ju ju ju
Implicit services – status and reputation (e.g., Ivy League schools)
ju ju ju ju ju ju ju ju ju ju
At Indiana University and the University of Southern California, among their strongest elements
ju ju ju ju ju ju ju ju ju ju ju ju
are their business schools and their Operations Management programs (of course). Both also
ju ju ju ju ju ju ju ju ju u
j ju ju ju
have very dedicated alumni networks. A weak element of Indiana University is its weak
ju ju ju ju ju j u ju ju ju ju ju ju ju ju
football program; for USC, weak elements are on-campus parking and housing.
ju ju ju ju ju ju ju ju ju ju ju
3. What service industry has impressed you the most with its innovativeness?
ju ju ju ju ju ju ju ju ju ju
Our vote goes to cruise lines which have introduced such onboard innovations as wave machines
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
for belly boarding and rock climbing walls, as well as all sorts of other amenities to keep cruisers
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
involved. The industry is doing record business as well.
ju j u ju ju ju ju ju ju ju
Some of the standout companies in less innovative industries are Bank of America (has a
ju ju j u ju ju j u ju ju ju ju ju ju ju ju
formalized research program to try out new customer services/amenities such as video screens in
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,
ju ju ju ju j u ju ju ju ju ju ju ju ju
JetBlue Airlines, and Progressive Insurance (discussed later in the book).
ju ju ju ju ju ju ju ju ju ju
4. What is product-service bundling and what are the benefits to customers?
ju ju ju ju ju ju ju ju ju ju
Product-service bundling is adding Value-added services to a firm’s product offerings to create ju ju ju ju ju ju ju ju ju ju ju ju
more value for the customer. This provides benefits in two areas. First, this differentiates the
ju ju ju ju ju j u ju ju ju ju ju j u ju ju ju
organization from the competition. Secondly, these services tie customers to the organization
ju ju ju ju j u ju ju ju ju ju ju ju
in a positive way. Alternatively, bundling can also involve adding products to a service, for
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
example, adding the sale of convenience items and snacks at a hotel.
ju ju ju ju ju ju ju ju ju ju ju ju
5. What is the difference between a service and a good?
ju ju ju ju ju ju ju ju ju
A service is an intangible process (you can’t hold it in your hands), while a good is the physical
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
output of a process.
ju ju ju ju
6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
ju ju ju ju ju ju ju ju ju ju ju ju
OSM major with several years of experience.
ju ju ju ju ju ju ju
1-3
, There are pages and pages of these when you do a search on operations supply chain
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
management. Here are some examples:
ju j u ju ju ju
Global Active Ingredient Supply Planner u
j u
j u
j u
j
FMC Corporation
ju ju
US - PA - Philadelphia
ju ju ju ju
This is your opportunity to join the Agricultural Products Group (APG) and work on the team
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
responsible for global active ingredient planning. You'll serve as a central Supply Planner
ju ju ju ju ju ju ju ju ju ju ju ju ju
working in tandem ...
ju ju ju ju
Purchasing Manager (Buyer) u
j ju
Texas Dow Employees Credit Union (TDECU)
ju ju ju ju ju
US - TX - Lake Jackson - Nearest Metro area - South Houston
ju ju ju ju ju ju ju ju ju ju ju ju
Education Accredited university degree in Business or Marketing with certification in ju ju ju ju ju ju ju ju ju ju
Purchasing, Inventory Management, or Logistics. Accredited Purchasing Practitioner (APP) or
ju ju ju ju ju ju ju ju ju ju
Certified Purchasing ...
ju ju ju
Product Line Manager u
j u
j
Cintas Corporation
ju ju
US - OH - Mason
ju ju ju ju
High School diploma or GED required, 4 year degree preferred Knowledge of and experience
ju ju ju ju ju ju ju ju ju ju ju ju ju
using Internet and Microsoft Office (Word, Excel, PowerPoint, and Email) 3 years management
ju ju ju ju ju ju ju ju ju ju ju ju ju
experience preferred ...
ju ju ju
DirectorPurchasing u
j
Legendary Baking
ju ju
US - CO - Denver
ju ju ju ju ju
CERTIFICATIONS & LICENSES • Valid Driver’s License and car insurance. • Certified Purchasing ju ju ju ju ju ju ju ju ju ju ju ju
Manager certification (C.P.M.) preferred. • Certified Food Purchasing Manager ...
ju ju ju ju ju ju ju ju ju ju
Process Improvement Manager u
j u
j
ARAMARK Corporation
ju ju
US - TX - Houston
ju ju ju ju
Bachelor's Degree required. Technical Engineering discipline within Industrial, Mechanical, ju ju ju ju ju ju ju u
j
Chemical, or Food Operations strongly preferred. • Minimum 5 years Lean manufacturing
ju ju ju ju ju ju ju ju ju ju ju ju
experience coupled ...
ju ju ju
7. Recent outsourcing of parts and services that had previously been produced internally is
ju ju ju ju ju ju ju ju ju ju ju ju
addressed by which current issue facing operations and supply management today?
ju ju ju ju ju ju ju ju ju ju ju
The coordination of relationships between mutually supportive but separate organizations.
u
j ju ju ju ju ju ju u
j ju
8. What factors account for the resurgence of interest in OSCM today?
ju ju ju ju ju ju ju ju ju ju
With companies facing competition on a global scale, and ever-advancing manufacturing and
ju ju ju ju ju ju ju ju ju ju ju
information technologies, firms realize the competitive advantage their OSCM functions can
ju ju ju ju ju ju ju ju ju ju ju
1-4
