SOLUTION MANUAL
G
Operations and Supply Chain Management, 17th Edition
G G G G G G G
by F. Robert Jacobs and Richard Chase
G G G G G G
Chapters 1 - 22 | Complete
G G G G G G G
1-1
, • TABLE OF CONTENTS
G G
ChapterG1:GIntroduction
ChapterG2:GStrategy
ChapterG3:GDesignGofGProductsGandGServices
ChapterG4:GProjects
ChapterG5:GStrategicGCapacityGManagement
ChapterG6:GLearningGCurves
ChapterG7:GManufacturingGProcesses
ChapterG8:GFacilityGLayout
ChapterG9:GServiceGProcesses
ChapterG10:GWaitingGLineGAnalysisGandGSimulation
ChapterG11:GProcessGDesignGandGAnalysis
ChapterG12:GQualityGManagement
ChapterG13:GStatisticalGQualityGControl
ChapterG14:GLeanGSupplyGChains
ChapterG15:GLogisticsGandGDistributionGManagement
ChapterG16:GGlobalGSourcingGandGProcurement
ChapterG17:GTheGInternetGofGThingsGandGERP
ChapterG18:GForecasting
ChapterG19:GSalesGandGOperationsGPlanning
ChapterG20:GInventoryGManagement
ChapterG21:GMaterialGRequirementsGPlanning
ChapterG22:GWorkcenterGScheduling
1-2
,CHAPTER 1 G
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
G G G G
DiscussionGQuestions
1. UsingGExhibitG1.3GasGaGmodel,GdescribeGtheGsource-make-deliver-
returnGrelationshipsGinGtheGfollowingGsystems:
a. AnGairline
Source:G AircraftGmanufacturer,Gin-flightGfood,GrepairGparts,GcomputerGsystems
Make:GAircraftGandGflightGcrewGscheduling,GgroundGservicesGprovidedGatGairports,Gairc
raftGmaintenanceGandGrepair
Deliver:GOutboundGandGarrivingGpassengerGservice,GbaggageGhandlingG
Return:GResolveGanyGpost-
serviceGissuesGsuchGasGlostGorGdamagedGluggage
b. AnGautomobileGmanufacturer
Source:G SuppliersGofGcomponentsGandGrawGmaterials
Make:GManufacturingGofGvehiclesGandGcomponentsGorGsubassembliesGtoGbeGsoldGasGspa
reGparts
Deliver:GDeliveryGtoGandGsalesGfromGdealerships,GdeliveryGofGspareGpartsGtoGtheGwhole
saleGsystem
Return:G WarrantyGandGrecallGrepairs,Gtrade-ins
c. AGhospital
Source:GMedicalGsupplies,GcleaningGservices,GdisposalGservices,GfoodGservices,GqualifiedG
personnel
Make:G InpatientGrooms,GoutpatientGclinics,GemergencyGroom,GoperatingGrooms
Deliver:GSchedulingGpatients,GprovidingGtreatment,GambulanceGservice,GfamilyGcounsel
ingGReturn:GBillingGerrors,GfollowGupGvisits
d. AnGinsuranceGcompany
Source:G SuppliesGneededGforGtheGoffice,Gunderwriters,GlegalGauthorityGtoGoperate
1-3
, Make:GEstablishGpolicyGguidelinesGandGpricing,GfieldGagent/representativeGandGfacilit
yGnetwork,GdevelopGInternetGserviceGcapabilities,GestablishGpreferredGvehicleGrepairGs
erviceGnetwork
Deliver:GMeetGwithGandGadviseGclients,GwriteGpolicies,GprocessGandGpayGclai
msGReturn:G refundGofGoverpayments
2. DefineGtheGserviceGpackageGofGyourGcollegeGorGuniversity.GWhatGisGitsGstrongestGelement?GW
hatGisGitsGweakestGone?
TheGcategoriesGwithGexamplesGare:
SupportingGfacilityG-
Glocation,Gbuildings,Glabs,GparkingGFacilitatingGgoodsG–
GclassGschedules,Gcomputers,Gbooks,Gchalk
ExplicitGservicesG–
GclassesGwithGqualifiedGinstructors,GplacementGofficesGImplicitGservic
esG–GstatusGandGreputationG(e.g.,GIvyGLeagueGschools)
AtGIndianaGUniversityGandGtheGUniversityGofGSouthernGCalifornia,GamongGtheirGstrongestGel
ementsGareGtheirGbusinessGschoolsGandGtheirGOperationsGManagementGprogramsG(ofGcourse
).GBothGalsoGhaveGveryGdedicatedGalumniGnetworks.GAGweakGelementGofGIndianaGUniversityGi
sGitsGweakGfootballGprogram;GforGUSC,GweakGelementsGareGon-campusGparkingGandGhousing.
3. WhatGserviceGindustryGhasGimpressedGyouGtheGmostGwithGitsGinnovativeness?
OurGvoteGgoesGtoGcruiseGlinesGwhichGhaveGintroducedGsuchGonboardGinnovationsGasGwaveGm
achinesGforGbellyGboardingGandGrockGclimbingGwalls,GasGwellGasGallGsortsGofGotherGamenitiesG
toGkeepGcruisersGinvolved.G TheGindustryGisGdoingGrecordGbusinessGasGwell.
SomeGofGtheGstandoutGcompaniesGinGlessGinnovativeGindustriesGareGBankGofGAmericaG(hasGaGfo
rmalizedGresearchGprogramGtoGtryGoutGnewGcustomerGservices/amenitiesGsuchGasGvideoGscree
nsGinGnextGtoGtellerGlines),GIntuitG(e.g.,GputtingGQuickenGmoneyGmanagementGsoftwareGonline),G
Ikea,GJetBlueGAirlines,GandGProgressiveGInsuranceG(discussedGlaterGinGtheGbook).
4. WhatGisGproduct-serviceGbundlingGandGwhatGareGtheGbenefitsGtoGcustomers?
Product-serviceGbundlingGisGaddingGValue-
addedGservicesGtoGaGfirm’sGproductGofferingsGtoGcreateGmoreGvalueGforGtheGcustomer.GThisGpro
videsGbenefitsGinGtwoGareas.GFirst,GthisGdifferentiatesGtheGorganizationGfromGtheGcompetition.G
Secondly,GtheseGservicesGtieGcustomersGtoGtheGorganizationGinGaGpositiveGway.GAlternatively,Gb
undlingGcanGalsoGinvolveGaddingGproductsGtoGaGservice,GforGexample,GaddingGtheGsaleGofGconv
enienceGitemsGandGsnacksGatGaGhotel.
5. WhatGisGtheGdifferenceGbetweenGaGserviceGandGaGgood?
AGserviceGisGanGintangibleGprocessG(youGcan’tGholdGitGinGyourGhands),GwhileGaGgoodGisGtheGphy
sicalGoutputGofGaGprocess.
6. LookGatGtheGjobGpostingsGatGhttp://www.indeed.comGandGevaluateGtheGopportunitiesG
forGanGOSMGmajorGwithGseveralGyearsGofGexperience.
1-4
G
Operations and Supply Chain Management, 17th Edition
G G G G G G G
by F. Robert Jacobs and Richard Chase
G G G G G G
Chapters 1 - 22 | Complete
G G G G G G G
1-1
, • TABLE OF CONTENTS
G G
ChapterG1:GIntroduction
ChapterG2:GStrategy
ChapterG3:GDesignGofGProductsGandGServices
ChapterG4:GProjects
ChapterG5:GStrategicGCapacityGManagement
ChapterG6:GLearningGCurves
ChapterG7:GManufacturingGProcesses
ChapterG8:GFacilityGLayout
ChapterG9:GServiceGProcesses
ChapterG10:GWaitingGLineGAnalysisGandGSimulation
ChapterG11:GProcessGDesignGandGAnalysis
ChapterG12:GQualityGManagement
ChapterG13:GStatisticalGQualityGControl
ChapterG14:GLeanGSupplyGChains
ChapterG15:GLogisticsGandGDistributionGManagement
ChapterG16:GGlobalGSourcingGandGProcurement
ChapterG17:GTheGInternetGofGThingsGandGERP
ChapterG18:GForecasting
ChapterG19:GSalesGandGOperationsGPlanning
ChapterG20:GInventoryGManagement
ChapterG21:GMaterialGRequirementsGPlanning
ChapterG22:GWorkcenterGScheduling
1-2
,CHAPTER 1 G
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
G G G G
DiscussionGQuestions
1. UsingGExhibitG1.3GasGaGmodel,GdescribeGtheGsource-make-deliver-
returnGrelationshipsGinGtheGfollowingGsystems:
a. AnGairline
Source:G AircraftGmanufacturer,Gin-flightGfood,GrepairGparts,GcomputerGsystems
Make:GAircraftGandGflightGcrewGscheduling,GgroundGservicesGprovidedGatGairports,Gairc
raftGmaintenanceGandGrepair
Deliver:GOutboundGandGarrivingGpassengerGservice,GbaggageGhandlingG
Return:GResolveGanyGpost-
serviceGissuesGsuchGasGlostGorGdamagedGluggage
b. AnGautomobileGmanufacturer
Source:G SuppliersGofGcomponentsGandGrawGmaterials
Make:GManufacturingGofGvehiclesGandGcomponentsGorGsubassembliesGtoGbeGsoldGasGspa
reGparts
Deliver:GDeliveryGtoGandGsalesGfromGdealerships,GdeliveryGofGspareGpartsGtoGtheGwhole
saleGsystem
Return:G WarrantyGandGrecallGrepairs,Gtrade-ins
c. AGhospital
Source:GMedicalGsupplies,GcleaningGservices,GdisposalGservices,GfoodGservices,GqualifiedG
personnel
Make:G InpatientGrooms,GoutpatientGclinics,GemergencyGroom,GoperatingGrooms
Deliver:GSchedulingGpatients,GprovidingGtreatment,GambulanceGservice,GfamilyGcounsel
ingGReturn:GBillingGerrors,GfollowGupGvisits
d. AnGinsuranceGcompany
Source:G SuppliesGneededGforGtheGoffice,Gunderwriters,GlegalGauthorityGtoGoperate
1-3
, Make:GEstablishGpolicyGguidelinesGandGpricing,GfieldGagent/representativeGandGfacilit
yGnetwork,GdevelopGInternetGserviceGcapabilities,GestablishGpreferredGvehicleGrepairGs
erviceGnetwork
Deliver:GMeetGwithGandGadviseGclients,GwriteGpolicies,GprocessGandGpayGclai
msGReturn:G refundGofGoverpayments
2. DefineGtheGserviceGpackageGofGyourGcollegeGorGuniversity.GWhatGisGitsGstrongestGelement?GW
hatGisGitsGweakestGone?
TheGcategoriesGwithGexamplesGare:
SupportingGfacilityG-
Glocation,Gbuildings,Glabs,GparkingGFacilitatingGgoodsG–
GclassGschedules,Gcomputers,Gbooks,Gchalk
ExplicitGservicesG–
GclassesGwithGqualifiedGinstructors,GplacementGofficesGImplicitGservic
esG–GstatusGandGreputationG(e.g.,GIvyGLeagueGschools)
AtGIndianaGUniversityGandGtheGUniversityGofGSouthernGCalifornia,GamongGtheirGstrongestGel
ementsGareGtheirGbusinessGschoolsGandGtheirGOperationsGManagementGprogramsG(ofGcourse
).GBothGalsoGhaveGveryGdedicatedGalumniGnetworks.GAGweakGelementGofGIndianaGUniversityGi
sGitsGweakGfootballGprogram;GforGUSC,GweakGelementsGareGon-campusGparkingGandGhousing.
3. WhatGserviceGindustryGhasGimpressedGyouGtheGmostGwithGitsGinnovativeness?
OurGvoteGgoesGtoGcruiseGlinesGwhichGhaveGintroducedGsuchGonboardGinnovationsGasGwaveGm
achinesGforGbellyGboardingGandGrockGclimbingGwalls,GasGwellGasGallGsortsGofGotherGamenitiesG
toGkeepGcruisersGinvolved.G TheGindustryGisGdoingGrecordGbusinessGasGwell.
SomeGofGtheGstandoutGcompaniesGinGlessGinnovativeGindustriesGareGBankGofGAmericaG(hasGaGfo
rmalizedGresearchGprogramGtoGtryGoutGnewGcustomerGservices/amenitiesGsuchGasGvideoGscree
nsGinGnextGtoGtellerGlines),GIntuitG(e.g.,GputtingGQuickenGmoneyGmanagementGsoftwareGonline),G
Ikea,GJetBlueGAirlines,GandGProgressiveGInsuranceG(discussedGlaterGinGtheGbook).
4. WhatGisGproduct-serviceGbundlingGandGwhatGareGtheGbenefitsGtoGcustomers?
Product-serviceGbundlingGisGaddingGValue-
addedGservicesGtoGaGfirm’sGproductGofferingsGtoGcreateGmoreGvalueGforGtheGcustomer.GThisGpro
videsGbenefitsGinGtwoGareas.GFirst,GthisGdifferentiatesGtheGorganizationGfromGtheGcompetition.G
Secondly,GtheseGservicesGtieGcustomersGtoGtheGorganizationGinGaGpositiveGway.GAlternatively,Gb
undlingGcanGalsoGinvolveGaddingGproductsGtoGaGservice,GforGexample,GaddingGtheGsaleGofGconv
enienceGitemsGandGsnacksGatGaGhotel.
5. WhatGisGtheGdifferenceGbetweenGaGserviceGandGaGgood?
AGserviceGisGanGintangibleGprocessG(youGcan’tGholdGitGinGyourGhands),GwhileGaGgoodGisGtheGphy
sicalGoutputGofGaGprocess.
6. LookGatGtheGjobGpostingsGatGhttp://www.indeed.comGandGevaluateGtheGopportunitiesG
forGanGOSMGmajorGwithGseveralGyearsGofGexperience.
1-4
