Operations and Supply Chain Management
TEST BANK
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
• TABLEOFCONTENTS
ChapterN1:NIntroduction
ChapterN2:NStrategy
ChapterN3:NDesignofNProductsNandNServicesN
ChapterN4:NProjects
ChapterN5:NStrategicNCapacityNManagementN
ChapterN6:NLearningNCurves
ChapterN7:NManufacturingNProcessesNChapt
erN8:NFacilityNLayout
ChapterN9:NServiceNProcesses
ChapterN10:NWaitingNLineNAnalysisNandNSimulatio
nNChapterN11:NProcessNDesignandNAnalysisNCha
pterN12:NQualityNManagement
ChapterN13:NStatisticalNQualityNControlNChap
terN14:NLeanNSupplyNChains
ChapterN15:NLogisticsNandNDistributionNManagementNC
hapterN16:NGlobalNSourcingNandNProcurementNChapter
17:NTheIInternetIofNThingsandNERP
N
ChapterN18:NForecasting
ChapterN19:NSalesandNOperationsNPlanningN
ChapterN20:NInventoryNManagementNChapt
erN21:NMaterialNRequirementsNPlanning
1-2
, Operations and Supply Chain Management
ChapterN22:NWorkcenterNScheduling
CHAPTER 1 I
OPERATIONSAND SUPPLY CHAIN MANAGEMENT
N N N
DiscussionNQuestions
1. UsingNExhibitN1.3Nasamodel,NdescribeItheIsource-make-
deliver-NreturnNrelationshipsNinNtheIfollowingNsystems:
a. AnIairline
Source:INAircraftImanufacturer,Nin-
flightIfood,NrepairIparts,NcomputerIsystemsNMake:IAircraftIandIflightIcrewIscheduling,NgroundIservicesIpr
ovidedIatIairports,Naircr
aftImaintenanceIandIrepairNDeliver:IOutboundIandIarrivingIpas
sengerIservice,NbaggageIhandlingIN Return:IResolveIanyIpost-
NserviceIissuesIsuchIasIlostIorIdamagedIluggage
b. AnIautomobileImanufacturer
Source:IN SuppliersIofIcomponentsIandIrawImaterialsNMake:IManufacturingIofIvehiclesIa
ndIcomponentsIorIsubassembliesItoIbeIsoldIasIspNareIparts
Deliver:IDeliveryItoIandIsalesIfromIdealerships,NdeliveryIofIspareIpartsItoItheIwholes
NaleIsystem
Return:IN WarrantyIandIrecallIrepairs,Ntrade-ins
c. AIhospital
Source:IMedicalIsupplies,NcleaningIservices,NdisposalIservices,NfoodIservices,NqualifieNdIpe
rsonnel
Make:IN InpatientIrooms,NoutpatientIclinics,NemergencyIroom,NoperatingIroomsNDeliver:IScheduling
Ipatients,NprovidingItreatment,NambulanceIservice,NfamilyIcounsNelingIReturn:IBillingIerrors,NfollowIu
pIvisits
d. AnIinsuranceIcompany
Source:IN SuppliesIneededIforItheIoffice,Iunderwriters,NlegalIauthorityItoIoperate
1-3
, Operations andSupply Chain Management
N N N
Make:IEstablishIpolicyIguidelinesIandIpricing,NfieldIagent/representativeIandIfacilitNyInet
work,NdevelopIInternetIserviceIcapabilities,NestablishIpreferredIvehicleIrepairIseNrviceInetw
ork
Deliver:IMeetIwithIandIadviseIclients,NwriteIpolicies,NprocessIandIpayIcla
iNmsIReturn:INrefundIofIoverpayments
2. DefinetheNserviceIpackageNofIyourIcollegeNorIuniversity.NWhatNisNitsNstrongestIelement?NWhat
IiNsitsNweakestIone?
TheIcategoriesIwithIexamplesIare:
NSupportingIfacilityI-
location,Nbuildings,Nlabs,NparkingIFacilitatingIgoodsI–
NclassIschedules,Ncomputers,Nbooks,NchalkNExplicitI
servicesI–
classesIwithIqualifiedIinstructors,NplacementIofficesIImplicitIservicN
esI–NstatusIandIreputationI(e.g.,NIvyILeagueIschools)
AtNIndianaIUniversityIandItheIUniversityIofISouthernICalifornia,NamongItheirIstrongestIeleN
mentsIareItheirIbusinessIschoolsNandItheirNOperationsNManagementNprogramsI(ofIcours
e
).BothIalsoIhaveIveryIdedicatedIalumniInetworks.NAIweakIelementIofIIndianaIUniversityIisIiN
tsIweakIfootballIprogram;IforNUSC,NweakIelementsIareIon-campusIparkingIandIhousing.
3. WhatIserviceIindustryNhasNimpressedNyouthemostIwithNitsNinnovativeness?
OurvoteIgoesItoIcruiseIlinesIwhichIhaveIintroducedIsuchIonboardIinnovationsIasIwaveImN
achinesIforIbellyIboardingIandIrockIclimbingIwalls,NasIwellIasIallIsortsIofIotherIamenitiesItoIN
keepIcruisersIinvolved.IN TheIindustryIisIdoingIrecordIbusinessNasIwell.
SomeIofItheIstandoutcompaniesIinIlessIinnovativeIindustriesIareIBankIofIAmericaI(hasIaIfor
NmalizedIresearchIprogramItoItryIoutInewIcustomerIservices/amenitiesIsuchIasIvideoIscreenN
sIinInextItoItellerIlines),NIntuitI(e.g.,NputtingIQuickenImoneyImanagementIsoftwareIonline),NIk
Nea,JetBlueIAirlines,NandIProgressiveIInsuranceI(discussedIlaterIinItheIbook).
4. WhatIisNproduct-serviceNbundlingNandwhatareItheIbenefitsNtoNcustomers?
Product-serviceIbundlingIisIaddingIValue-
NaddedIservicesItoIaIfirm’sIproductIofferingsItoIcreateImoreIvalueIforItheIcustomer.IThisIpro
NvidesIbenefitsIinItwoIareas.NFirst,NthisNdifferentiatesItheIorganizationIfromItheIcompetition
.NSecondly,NtheseIservicesItieIcustomersItoItheIorganizationIinIaIpositiveIway.NAlternatively,
NbNundlingIcanIalsoIinvolveIaddingIproductsItoIaIservice,NforIexample,NaddingItheIsaleIofNcon
veNnienceIitemsIandIsnacksIatIaIhotel.
5. WhatIisNtheNdifferenceNbetweenaNserviceNandagood?
1-4
TEST BANK
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
• TABLEOFCONTENTS
ChapterN1:NIntroduction
ChapterN2:NStrategy
ChapterN3:NDesignofNProductsNandNServicesN
ChapterN4:NProjects
ChapterN5:NStrategicNCapacityNManagementN
ChapterN6:NLearningNCurves
ChapterN7:NManufacturingNProcessesNChapt
erN8:NFacilityNLayout
ChapterN9:NServiceNProcesses
ChapterN10:NWaitingNLineNAnalysisNandNSimulatio
nNChapterN11:NProcessNDesignandNAnalysisNCha
pterN12:NQualityNManagement
ChapterN13:NStatisticalNQualityNControlNChap
terN14:NLeanNSupplyNChains
ChapterN15:NLogisticsNandNDistributionNManagementNC
hapterN16:NGlobalNSourcingNandNProcurementNChapter
17:NTheIInternetIofNThingsandNERP
N
ChapterN18:NForecasting
ChapterN19:NSalesandNOperationsNPlanningN
ChapterN20:NInventoryNManagementNChapt
erN21:NMaterialNRequirementsNPlanning
1-2
, Operations and Supply Chain Management
ChapterN22:NWorkcenterNScheduling
CHAPTER 1 I
OPERATIONSAND SUPPLY CHAIN MANAGEMENT
N N N
DiscussionNQuestions
1. UsingNExhibitN1.3Nasamodel,NdescribeItheIsource-make-
deliver-NreturnNrelationshipsNinNtheIfollowingNsystems:
a. AnIairline
Source:INAircraftImanufacturer,Nin-
flightIfood,NrepairIparts,NcomputerIsystemsNMake:IAircraftIandIflightIcrewIscheduling,NgroundIservicesIpr
ovidedIatIairports,Naircr
aftImaintenanceIandIrepairNDeliver:IOutboundIandIarrivingIpas
sengerIservice,NbaggageIhandlingIN Return:IResolveIanyIpost-
NserviceIissuesIsuchIasIlostIorIdamagedIluggage
b. AnIautomobileImanufacturer
Source:IN SuppliersIofIcomponentsIandIrawImaterialsNMake:IManufacturingIofIvehiclesIa
ndIcomponentsIorIsubassembliesItoIbeIsoldIasIspNareIparts
Deliver:IDeliveryItoIandIsalesIfromIdealerships,NdeliveryIofIspareIpartsItoItheIwholes
NaleIsystem
Return:IN WarrantyIandIrecallIrepairs,Ntrade-ins
c. AIhospital
Source:IMedicalIsupplies,NcleaningIservices,NdisposalIservices,NfoodIservices,NqualifieNdIpe
rsonnel
Make:IN InpatientIrooms,NoutpatientIclinics,NemergencyIroom,NoperatingIroomsNDeliver:IScheduling
Ipatients,NprovidingItreatment,NambulanceIservice,NfamilyIcounsNelingIReturn:IBillingIerrors,NfollowIu
pIvisits
d. AnIinsuranceIcompany
Source:IN SuppliesIneededIforItheIoffice,Iunderwriters,NlegalIauthorityItoIoperate
1-3
, Operations andSupply Chain Management
N N N
Make:IEstablishIpolicyIguidelinesIandIpricing,NfieldIagent/representativeIandIfacilitNyInet
work,NdevelopIInternetIserviceIcapabilities,NestablishIpreferredIvehicleIrepairIseNrviceInetw
ork
Deliver:IMeetIwithIandIadviseIclients,NwriteIpolicies,NprocessIandIpayIcla
iNmsIReturn:INrefundIofIoverpayments
2. DefinetheNserviceIpackageNofIyourIcollegeNorIuniversity.NWhatNisNitsNstrongestIelement?NWhat
IiNsitsNweakestIone?
TheIcategoriesIwithIexamplesIare:
NSupportingIfacilityI-
location,Nbuildings,Nlabs,NparkingIFacilitatingIgoodsI–
NclassIschedules,Ncomputers,Nbooks,NchalkNExplicitI
servicesI–
classesIwithIqualifiedIinstructors,NplacementIofficesIImplicitIservicN
esI–NstatusIandIreputationI(e.g.,NIvyILeagueIschools)
AtNIndianaIUniversityIandItheIUniversityIofISouthernICalifornia,NamongItheirIstrongestIeleN
mentsIareItheirIbusinessIschoolsNandItheirNOperationsNManagementNprogramsI(ofIcours
e
).BothIalsoIhaveIveryIdedicatedIalumniInetworks.NAIweakIelementIofIIndianaIUniversityIisIiN
tsIweakIfootballIprogram;IforNUSC,NweakIelementsIareIon-campusIparkingIandIhousing.
3. WhatIserviceIindustryNhasNimpressedNyouthemostIwithNitsNinnovativeness?
OurvoteIgoesItoIcruiseIlinesIwhichIhaveIintroducedIsuchIonboardIinnovationsIasIwaveImN
achinesIforIbellyIboardingIandIrockIclimbingIwalls,NasIwellIasIallIsortsIofIotherIamenitiesItoIN
keepIcruisersIinvolved.IN TheIindustryIisIdoingIrecordIbusinessNasIwell.
SomeIofItheIstandoutcompaniesIinIlessIinnovativeIindustriesIareIBankIofIAmericaI(hasIaIfor
NmalizedIresearchIprogramItoItryIoutInewIcustomerIservices/amenitiesIsuchIasIvideoIscreenN
sIinInextItoItellerIlines),NIntuitI(e.g.,NputtingIQuickenImoneyImanagementIsoftwareIonline),NIk
Nea,JetBlueIAirlines,NandIProgressiveIInsuranceI(discussedIlaterIinItheIbook).
4. WhatIisNproduct-serviceNbundlingNandwhatareItheIbenefitsNtoNcustomers?
Product-serviceIbundlingIisIaddingIValue-
NaddedIservicesItoIaIfirm’sIproductIofferingsItoIcreateImoreIvalueIforItheIcustomer.IThisIpro
NvidesIbenefitsIinItwoIareas.NFirst,NthisNdifferentiatesItheIorganizationIfromItheIcompetition
.NSecondly,NtheseIservicesItieIcustomersItoItheIorganizationIinIaIpositiveIway.NAlternatively,
NbNundlingIcanIalsoIinvolveIaddingIproductsItoIaIservice,NforIexample,NaddingItheIsaleIofNcon
veNnienceIitemsIandIsnacksIatIaIhotel.
5. WhatIisNtheNdifferenceNbetweenaNserviceNandagood?
1-4
