Operations and Supply Chain Management
v v v v
SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
v v v v
TABLE OF CONTENTS
v v
Chapterv1:vIntroduction
Chapterv2:vStrategy
Chapterv3:vDesignvofvProductsvandvServices
Chapterv4:vProjects
Chapterv5:vStrategicvCapacityvManagement
Chapterv6:vLearningvCurves
Chapterv7:vManufacturingvProcesses
Chapterv8:vFacilityvLayout
Chapterv9:vServicevProcesses
Chapterv10:vWaitingvLinevAnalysisvandvSimulation
Chapterv11:vProcessvDesignvandvAnalysis
Chapterv12:vQualityvManagement
Chapterv13:vStatisticalvQualityvControl
Chapterv14:vLeanvSupplyvChains
Chapterv15:vLogisticsvandvDistributionvManagement
Chapterv16:vGlobalvSourcingvandvProcurement
Chapterv17:vThevInternetvofvThingsvandvERP
Chapterv18:vForecasting
Chapterv19:vSalesvandvOperationsvPlanning
Chapterv20:vInventoryvManagement
Chapterv21:vMaterialvRequirementsvPlanning
1-2
, Operations and Supply Chain Management
v v v v
Chapterv22:vWorkcentervScheduling
CHAPTER 1 v
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
v v v v
DiscussionvQuestions
1. UsingvExhibitv1.3vasvavmodel,vdescribevthevsource-make-deliver-
returnvrelationshipsvinvthevfollowingvsystems:
a. Anvairline
Source:v Aircraftvmanufacturer,vin-flightvfood,vrepairvparts,vcomputervsystems
Make:vAircraftvandvflightvcrewvscheduling,vgroundvservicesvprovidedvatvairports,va
ircraftvmaintenancevandvrepair
Deliver:vOutboundvandvarrivingvpassengervservice,vbaggagevhandli
ngvReturn:vResolvevanyvpost-
servicevissuesvsuchvasvlostvorvdamagedvluggage
b. Anvautomobilevmanufacturer
Source:v Suppliersvofvcomponentsvandvrawvmaterials
Make:vManufacturingvofvvehiclesvandvcomponentsvorvsubassembliesvtovbevsoldva
svsparevparts
Deliver:vDeliveryvtovandvsalesvfromvdealerships,vdeliveryvofvsparevpartsvtovthevwh
olesalevsystem
Return:v Warrantyvandvrecallvrepairs,vtrade-ins
c. Avhospital
Source:vMedicalvsupplies,vcleaningvservices,vdisposalvservices,vfoodvservices,vquali
fiedvpersonnel
Make:v Inpatientvrooms,voutpatientvclinics,vemergencyvroom,voperatingvrooms
Deliver:vSchedulingvpatients,vprovidingvtreatment,vambulancevservice,vfamilyvcou
nselingvReturn:vBillingverrors,vfollowvupvvisits
d. Anvinsurancevcompany
Source:v Suppliesvneededvforvthevoffice,vunderwriters,vlegalvauthorityvtovoperate
1-3
, Operations and Supply Chain Management
v v v v
Make:vEstablishvpolicyvguidelinesvandvpricing,vfieldvagent/representativevandvfac
ilityvnetwork,vdevelopvInternetvservicevcapabilities,vestablishvpreferredvvehiclevre
pairvservicevnetwork
Deliver:vMeetvwithvandvadvisevclients,vwritevpolicies,vprocessvandvpayvc
laimsvReturn:v refundvofvoverpayments
2. Definevthevservicevpackagevofvyourvcollegevorvuniversity.vWhatvisvitsvstrongestvelement?vW
hatvisvitsvweakestvone?
Thevcategoriesvwithvexamplesvare:
Supportingvfacilityv-
vlocation,vbuildings,vlabs,vparkingvFacilitatingvgoodsv–
vclassvschedules,vcomputers,vbooks,vchalk
Explicitvservicesv–
vclassesvwithvqualifiedvinstructors,vplacementvofficesvImplicitvserv
icesv–vstatusvandvreputationv(e.g.,vIvyvLeaguevschools)
AtvIndianavUniversityvandvthevUniversityvofvSouthernvCalifornia,vamongvtheirvstronges
tvelementsvarevtheirvbusinessvschoolsvandvtheirvOperationsvManagementvprogramsv(of
vcourse).vBothvalsovhavevveryvdedicatedvalumnivnetworks.vAvweakvelementvofvIndianavU
niversityvisvitsvweakvfootballvprogram;vforvUSC,vweakvelementsvarevon-
campusvparkingvandvhousing.
3. Whatvservicevindustryvhasvimpressedvyouvthevmostvwithvitsvinnovativeness?
Ourvvotevgoesvtovcruisevlinesvwhichvhavevintroducedvsuchvonboardvinnovationsvasvwa
vevmachinesvforvbellyvboardingvandvrockvclimbingvwalls,vasvwellvasvallvsortsvofvotherva
menitiesvtovkeepvcruisersvinvolved.v Thevindustryvisvdoingvrecordvbusinessvasvwell.
SomevofvthevstandoutvcompaniesvinvlessvinnovativevindustriesvarevBankvofvAmericav(hasv
avformalizedvresearchvprogramvtovtryvoutvnewvcustomervservices/amenitiesvsuchvasvvide
ovscreensvinvnextvtovtellervlines),vIntuitv(e.g.,vputtingvQuickenvmoneyvmanagementvsoftwa
revonline),vIkea,vJetBluevAirlines,vandvProgressivevInsurancev(discussedvlatervinvthevbook).
4. Whatvisvproduct-servicevbundlingvandvwhatvarevthevbenefitsvtovcustomers?
Product-servicevbundlingvisvaddingvValue-
addedvservicesvtovavfirm’svproductvofferingsvtovcreatevmorevvaluevforvthevcustomer.vThis
vprovidesvbenefitsvinvtwovareas.vFirst,vthisvdifferentiatesvthevorganizationvfromvthevcomp
etition.vSecondly,vthesevservicesvtievcustomersvtovthevorganizationvinvavpositivevway.vAlt
ernatively,vbundlingvcanvalsovinvolvevaddingvproductsvtovavservice,vforvexample,vaddingv
thevsalevofvconveniencevitemsvandvsnacksvatvavhotel.
5. Whatvisvthevdifferencevbetweenvavservicevandvavgood?
1-4
v v v v
SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
v v v v
TABLE OF CONTENTS
v v
Chapterv1:vIntroduction
Chapterv2:vStrategy
Chapterv3:vDesignvofvProductsvandvServices
Chapterv4:vProjects
Chapterv5:vStrategicvCapacityvManagement
Chapterv6:vLearningvCurves
Chapterv7:vManufacturingvProcesses
Chapterv8:vFacilityvLayout
Chapterv9:vServicevProcesses
Chapterv10:vWaitingvLinevAnalysisvandvSimulation
Chapterv11:vProcessvDesignvandvAnalysis
Chapterv12:vQualityvManagement
Chapterv13:vStatisticalvQualityvControl
Chapterv14:vLeanvSupplyvChains
Chapterv15:vLogisticsvandvDistributionvManagement
Chapterv16:vGlobalvSourcingvandvProcurement
Chapterv17:vThevInternetvofvThingsvandvERP
Chapterv18:vForecasting
Chapterv19:vSalesvandvOperationsvPlanning
Chapterv20:vInventoryvManagement
Chapterv21:vMaterialvRequirementsvPlanning
1-2
, Operations and Supply Chain Management
v v v v
Chapterv22:vWorkcentervScheduling
CHAPTER 1 v
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
v v v v
DiscussionvQuestions
1. UsingvExhibitv1.3vasvavmodel,vdescribevthevsource-make-deliver-
returnvrelationshipsvinvthevfollowingvsystems:
a. Anvairline
Source:v Aircraftvmanufacturer,vin-flightvfood,vrepairvparts,vcomputervsystems
Make:vAircraftvandvflightvcrewvscheduling,vgroundvservicesvprovidedvatvairports,va
ircraftvmaintenancevandvrepair
Deliver:vOutboundvandvarrivingvpassengervservice,vbaggagevhandli
ngvReturn:vResolvevanyvpost-
servicevissuesvsuchvasvlostvorvdamagedvluggage
b. Anvautomobilevmanufacturer
Source:v Suppliersvofvcomponentsvandvrawvmaterials
Make:vManufacturingvofvvehiclesvandvcomponentsvorvsubassembliesvtovbevsoldva
svsparevparts
Deliver:vDeliveryvtovandvsalesvfromvdealerships,vdeliveryvofvsparevpartsvtovthevwh
olesalevsystem
Return:v Warrantyvandvrecallvrepairs,vtrade-ins
c. Avhospital
Source:vMedicalvsupplies,vcleaningvservices,vdisposalvservices,vfoodvservices,vquali
fiedvpersonnel
Make:v Inpatientvrooms,voutpatientvclinics,vemergencyvroom,voperatingvrooms
Deliver:vSchedulingvpatients,vprovidingvtreatment,vambulancevservice,vfamilyvcou
nselingvReturn:vBillingverrors,vfollowvupvvisits
d. Anvinsurancevcompany
Source:v Suppliesvneededvforvthevoffice,vunderwriters,vlegalvauthorityvtovoperate
1-3
, Operations and Supply Chain Management
v v v v
Make:vEstablishvpolicyvguidelinesvandvpricing,vfieldvagent/representativevandvfac
ilityvnetwork,vdevelopvInternetvservicevcapabilities,vestablishvpreferredvvehiclevre
pairvservicevnetwork
Deliver:vMeetvwithvandvadvisevclients,vwritevpolicies,vprocessvandvpayvc
laimsvReturn:v refundvofvoverpayments
2. Definevthevservicevpackagevofvyourvcollegevorvuniversity.vWhatvisvitsvstrongestvelement?vW
hatvisvitsvweakestvone?
Thevcategoriesvwithvexamplesvare:
Supportingvfacilityv-
vlocation,vbuildings,vlabs,vparkingvFacilitatingvgoodsv–
vclassvschedules,vcomputers,vbooks,vchalk
Explicitvservicesv–
vclassesvwithvqualifiedvinstructors,vplacementvofficesvImplicitvserv
icesv–vstatusvandvreputationv(e.g.,vIvyvLeaguevschools)
AtvIndianavUniversityvandvthevUniversityvofvSouthernvCalifornia,vamongvtheirvstronges
tvelementsvarevtheirvbusinessvschoolsvandvtheirvOperationsvManagementvprogramsv(of
vcourse).vBothvalsovhavevveryvdedicatedvalumnivnetworks.vAvweakvelementvofvIndianavU
niversityvisvitsvweakvfootballvprogram;vforvUSC,vweakvelementsvarevon-
campusvparkingvandvhousing.
3. Whatvservicevindustryvhasvimpressedvyouvthevmostvwithvitsvinnovativeness?
Ourvvotevgoesvtovcruisevlinesvwhichvhavevintroducedvsuchvonboardvinnovationsvasvwa
vevmachinesvforvbellyvboardingvandvrockvclimbingvwalls,vasvwellvasvallvsortsvofvotherva
menitiesvtovkeepvcruisersvinvolved.v Thevindustryvisvdoingvrecordvbusinessvasvwell.
SomevofvthevstandoutvcompaniesvinvlessvinnovativevindustriesvarevBankvofvAmericav(hasv
avformalizedvresearchvprogramvtovtryvoutvnewvcustomervservices/amenitiesvsuchvasvvide
ovscreensvinvnextvtovtellervlines),vIntuitv(e.g.,vputtingvQuickenvmoneyvmanagementvsoftwa
revonline),vIkea,vJetBluevAirlines,vandvProgressivevInsurancev(discussedvlatervinvthevbook).
4. Whatvisvproduct-servicevbundlingvandvwhatvarevthevbenefitsvtovcustomers?
Product-servicevbundlingvisvaddingvValue-
addedvservicesvtovavfirm’svproductvofferingsvtovcreatevmorevvaluevforvthevcustomer.vThis
vprovidesvbenefitsvinvtwovareas.vFirst,vthisvdifferentiatesvthevorganizationvfromvthevcomp
etition.vSecondly,vthesevservicesvtievcustomersvtovthevorganizationvinvavpositivevway.vAlt
ernatively,vbundlingvcanvalsovinvolvevaddingvproductsvtovavservice,vforvexample,vaddingv
thevsalevofvconveniencevitemsvandvsnacksvatvavhotel.
5. Whatvisvthevdifferencevbetweenvavservicevandvavgood?
1-4
