Operations and supply chain management 16th edition

SOLUTION MANUAL n




Operations and Supply Chain Management, 16th Editionb
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y F. Robert Jacobs and Richard Chase
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Chapters 1 - 22 | Complete
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,  TABLE OF CONTENTS
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Chaptern1:nIntroduction

Chaptern2:nStrategy

Chaptern3:nDesignnofnProductsnandnServicesn

Chaptern4:nProjects

Chaptern5:nStrategicnCapacitynManagementn

Chaptern6:nLearningnCurves

Chaptern7:nManufacturingnProcessesn

Chaptern8:nFacilitynLayout

Chaptern9:nServicenProcesses

Chaptern10:nWaitingnLinenAnalysisnandnSimulationn

Chaptern 11:n Processn Designn andn AnalysisnChapte

rn12:nQualitynManagement

Chaptern13:nStatisticalnQualitynControln

Chaptern14:nLeannSupplynChains

Chaptern15:nLogisticsnandnDistributionnManagementn

Chaptern16:nGlobalnSourcingnandnProcurementnChap

tern 17:n ThenInternetn ofnThingsn andn ERPnChaptern18:nF

orecasting

Chaptern19:nSalesnandnOperationsnPlanningn

Chaptern20:n InventorynManagementnChapte

rn21:nMaterialnRequirementsnPlanning

,Chaptern22:nWorkcenternScheduling




CHAPTER 1 n




OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussionnQuestions
1. UsingnExhibitn1.3nasnanmodel,ndescribenthensource-make-deliver-
returnnrelationshipsninnthefollowingnsystems:

a. Annairline
Source:nAircraftnmanufacturer,nin-
flightnfood,nrepairnparts,ncomputernsystemsnMake:nAircraftnandnflightncrewnscheduli
ng,ngroundnservicesnprovidednatnairports,
aircraftmaintenancen andnrepair
Deliver:nOutboundnandnarrivingnpassengernservice,nbaggagenhandli
ngnReturn:nResolvenanynpost-
servicenissuesnsuchnasnlostnorndamagednluggage

b. Annautomobilenmanufacturer
Source:n Suppliersnofncomponentsnandnrawnmaterials
Make:nManufacturingnofnvehiclesnandncomponentsnornsubassembliesntonbensoldna
snspareparts
Deliver:nDeliveryntonandnsalesnfromndealerships,ndeliverynofnsparenpartsntonthenw
holesalesystem
Return:n Warrantynandnrecallnrepairs,ntrade-ins

c. Anhospital
Source:nMedicalnsupplies,ncleaningnservices,ndisposalnservices,nfoodnservices,n
qualifiedpersonnel
Make:nInpatientnrooms,noutpatientnclinics,nemergencynroom,noperatingnroomsn
Deliver:nSchedulingnpatients,nprovidingntreatment,nambulancenservice,nfamilync
ounselingReturn:nBillingnerrors,nfollownupnvisits

d. Anninsurancencompany
Source:n Suppliesnneedednfornthenoffice,nunderwriters,nlegalnauthorityntonoperate

, Make:nEstablishnpolicynguidelinesnandnpricing,nfieldnagent/representativenandnfaci
litynnetwork,ndevelopnInternetnservicencapabilities,nestablishnpreferrednvehiclenrep
airnservicenetwork
Deliver:nMeetnwithnandnadvisenclients,nwritenpolicies,nprocessnandnpaynclaimsRet
urn:n refundnofnoverpayments


2. Definenthenservicenpackagenofnyourncollegenornuniversity.nWhatnisnitsnstrongestnelement?n
Whatnisitsnweakestnone?

Thencategoriesnwithnexamplesnare:
Supportingnfacilityn-
nlocation,nbuildings,nlabs,n parking nFacilitatingngoodsn–

nclassnschedules,ncomputers,nbooks,n chalk
Explicitnservicesn–
nclassesnwithnqualifiedninstructors,nplacementnofficesImplicitnser

vicesn–nstatusnandnreputationn(e.g.,nIvynLeaguenschools)

AtnIndiananUniversitynandnthenUniversitynofnSouthernnCalifornia,namongntheirnstrong
estnelementsnarentheirnbusinessnschoolsnandntheirnOperationsnManagementnprogram
sn(ofncourse).Bothnalsonhavenveryndedicatednalumninnetworks.nAnweaknelementnofnIndi
ananUniversitynisnitsnweaknfootballnprogram;nfornUSC,nweaknelementsnarenon-
campusnparkingnandnhousing.

3. Whatnservicenindustrynhasnimpressednyounthenmostnwithnitsninnovativeness?

Ournvotengoesntoncruisenlinesnwhichnhavenintroducednsuchnonboardninnovationsnasnw
avenmachinesnfornbellynboardingnandnrocknclimbingnwalls,nasnwellnasnallnsortsnofnothern
amenitiesntokeepncruisersninvolved.n Thenindustrynisndoingnrecordnbusinessnasnwell.

SomenofnthenstandoutncompaniesninnlessninnovativenindustriesnarenBanknofnAmerican(hasnan
formalizednresearchnprogramntontrynoutnnewncustomernservices/amenitiesnsuchnasnvideons
creensinnnextntontellernlines),nIntuitn(e.g.,nputtingnQuickennmoneynmanagementnsoftwaren
online),nIkea,JetBluenAirlines,nandnProgressivenInsurancen(discussednlaterninnthenbook).

4. Whatnisnproduct-servicenbundlingnandnwhatnarenthenbenefitsntoncustomers?

Product-servicenbundlingnisnaddingnValue-
addednservicesntonanfirm’snproductnofferingsntoncreatemorenvaluenfornthencustomer.nThisn
providesnbenefitsninntwonareas.nFirst,nthisndifferentiatesntheorganizationnfromnthencomp
etition.nSecondly,nthesenservicesntiencustomersntonthenorganizationinnanpositivenway.nAlt
ernatively,nbundlingncannalsoninvolvenaddingnproductsntonanservice,nfornexample,nadding
nthensalenofnconvenience nitemsnandnsnacksnatnanhotel.