SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
, TABLE OF CONTENTS
ws ws
Chapterws1:wsIntroduction
Chapterws2:wsStrategy
Chapterws3:wsDesignwsofwsProductswsandwsSe
rviceswsChapterws4:wsProjects
Chapterws5:wsStrategicwsCapacitywsManagem
entwsChapterws6:wsLearningwsCurves
Chapterws7:wsManufacturingwsProcesseswsCh
apterws8:wsFacilitywsLayout
Chapterws9:wsServicewsProcesses
Chapterws10:wsWaitingwsLinewsAnalysiswsandwsSim
ulationwsChapterws11:wsProcesswsDesignwsandwsA
nalysisw s Chapterws12:wsQualitywsManagement
Chapterws13:wsStatisticalwsQualitywsControlws
Chapterws14:wsLeanwsSupplywsChains
Chapterws15:wsLogisticswsandwsDistributionwsManage
mentwsChapterws16:wsGlobalwsSourcingwsandwsProc
urementwsChapterws17:wsThewsInternetwsofwsThingsw
sandwsERPw s Chapterws18:wsForecasting
Chapterws19:wsSaleswsandwsOperationswsPlan
ningwsChapterws20:wsInventorywsManageme
ntw s Chapterws21:wsMaterialwsRequirementsws
Planning
,Chapterws22:wsWorkcenterwsScheduling
CHAPTERws1
OPERATIONSwsANDwsSUPPLYwsCHAINwsMANAGEMENT
DiscussionwsQuestions
1. UsingwsExhibitws1.3wsaswsawsmodel,wsdescribewsthewssource-make-
deliver-returnwsrelationshipswsinwsthefollowingwssystems:
a. Anwsairline
Source:wsAircraftwsmanufacturer,wsin-
flightwsfood,wsrepairwsparts,wscomputerwssystemswsMake:wsAircraftwsandwsflightwscre
wwsscheduling,wsgroundwsserviceswsprovidedwsatwsairports,
aircraftmaintenancewsandwsrepair
Deliver:wsOutboundwsandwsarrivingwspassengerwsservice,wsbaggagew
shandlingwsReturn:wsResolvewsanywspost-
servicewsissueswssuchwsaswslostwsorwsdamagedwsluggage
b. Anwsautomobilewsmanufacturer
Source:w s Supplierswsofwscomponentswsandwsrawwsmaterials
Make:wsManufacturingwsofwsvehicleswsandwscomponentswsorwssubassemblieswst
owsbewssoldwsaswsspareparts
Deliver:wsDeliverywstowsandwssaleswsfromwsdealerships,wsdeliverywsofwssparewspar
tswstowsthewswholesalesystem
Return:ws Warrantywsandwsrecallwsrepairs,wstrade-ins
c. Awshospital
Source:wsMedicalwssupplies,wscleaningwsservices,wsdisposalwsservices,wsfoodwsser
vices,wsqualifiedpersonnel
Make:w s Inpatientwsrooms,wsoutpatientwsclinics,wsemergencywsroom,wsoperating
wsroomswsDeliver:wsSchedulingwspatients,wsprovidingwstreatment,wsambulancew
sservice,wsfamilywscounselingReturn:wsBillingwserrors,wsfollowwsupwsvisits
d. Anwsinsurancewscompany
Source:w s Supplieswsneededwsforwsthewsoffice,wsunderwriters,wslegalwsauthoritywstowsoperate
, Make:wsEstablishwspolicywsguidelineswsandwspricing,wsfieldwsagent/representati
vewsandwsfacilitywsnetwork,wsdevelopwsInternetwsservicewscapabilities,wsestablishw
spreferredwsvehiclewsrepairwsservicenetwork
Deliver:wsMeetwswithwsandwsadvisewsclients,wswritewspolicies,wsprocesswsandwspay
wsclaimsReturn:w s refundwsofwsoverpayments
2. Definewsthewsservicewspackagewsofwsyourwscollegewsorwsuniversity.wsWhatwsiswsitswsstro
ngestwselement?wsWhatwsisitswsweakestwsone?
Thewscategorieswswithwsexampleswsare:
Supportingwsfacilityws-
wslocation,wsbuildings,wslabs,wsparkingwsFacilitatingwsgoods
ws–wsclasswsschedules,wscomputers,wsbooks,wschalk
Explicitwsservicesws–
wsclasseswswithwsqualifiedwsinstructors,wsplacementwsofficesImplici
twsservicesws–
wsstatuswsandwsreputationws(e.g.,wsIvywsLeaguewsschools)
AtwsIndianawsUniversitywsandwsthewsUniversitywsofwsSouthernwsCalifornia,wsamong
wstheirwsstrongestwselementswsarewstheirwsbusinesswsschoolswsandwstheirwsOperatio
nswsManagementwsprogramsws(ofwscourse).Bothwsalsowshavewsverywsdedicatedwsal
umniwsnetworks.wsAwsweakwselementwsofwsIndianawsUniversitywsiswsitswsweakwsfootb
allwsprogram;wsforwsUSC,wsweakwselementswsarewson-
campuswsparkingwsandwshousing.
3. Whatwsservicewsindustrywshaswsimpressedwsyouwsthewsmostwswithwsitswsinnovativeness?
Ourwsvotewsgoeswstowscruisewslineswswhichwshavewsintroducedwssuchwsonboardwsin
novationswsaswswavewsmachineswsforwsbellywsboardingwsandwsrockwsclimbingwswal
ls,wsaswswellwsaswsallwssortswsofwsotherwsamenitieswstokeepwscruiserswsinvolved.w s Th
ewsindustrywsiswsdoingwsrecordwsbusinesswsaswswell.
SomewsofwsthewsstandoutwscompanieswsinwslesswsinnovativewsindustrieswsarewsBankwsofws
Americaws(haswsawsformalizedwsresearchwsprogramwstowstrywsoutwsnewwscustomerwsservi
ces/amenitieswssuchwsaswsvideowsscreensinwsnextwstowstellerwslines),wsIntuitws(e.g.,wsputt
ingwsQuickenwsmoneywsmanagementwssoftwarewsonline),wsIkea,JetBluewsAirlines,wsandws
ProgressivewsInsurancews(discussedwslaterwsinwsthewsbook).
4. Whatwsiswsproduct-servicewsbundlingwsandwswhatwsarewsthewsbenefitswstowscustomers?
Product-servicewsbundlingwsiswsaddingwsValue-
addedwsserviceswstowsawsfirm’swsproductwsofferingswstowscreatemorewsvaluewsforwsthew
scustomer.wsThiswsprovideswsbenefitswsinwstwowsareas.wsFirst,wsthiswsdifferentiateswsth
eorganizationwsfromwsthewscompetition.wsSecondly,wsthesewsserviceswstiewscustomers
wstowsthewsorganizationinwsawspositivewsway.wsAlternatively,wsbundlingwscanwsalsowsin
volvewsaddingwsproductswstowsawsservice,wsforwsexample,wsaddingwsthewssalewsofwscon
veniencewsitemswsandwssnackswsatwsawshotel.
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
, TABLE OF CONTENTS
ws ws
Chapterws1:wsIntroduction
Chapterws2:wsStrategy
Chapterws3:wsDesignwsofwsProductswsandwsSe
rviceswsChapterws4:wsProjects
Chapterws5:wsStrategicwsCapacitywsManagem
entwsChapterws6:wsLearningwsCurves
Chapterws7:wsManufacturingwsProcesseswsCh
apterws8:wsFacilitywsLayout
Chapterws9:wsServicewsProcesses
Chapterws10:wsWaitingwsLinewsAnalysiswsandwsSim
ulationwsChapterws11:wsProcesswsDesignwsandwsA
nalysisw s Chapterws12:wsQualitywsManagement
Chapterws13:wsStatisticalwsQualitywsControlws
Chapterws14:wsLeanwsSupplywsChains
Chapterws15:wsLogisticswsandwsDistributionwsManage
mentwsChapterws16:wsGlobalwsSourcingwsandwsProc
urementwsChapterws17:wsThewsInternetwsofwsThingsw
sandwsERPw s Chapterws18:wsForecasting
Chapterws19:wsSaleswsandwsOperationswsPlan
ningwsChapterws20:wsInventorywsManageme
ntw s Chapterws21:wsMaterialwsRequirementsws
Planning
,Chapterws22:wsWorkcenterwsScheduling
CHAPTERws1
OPERATIONSwsANDwsSUPPLYwsCHAINwsMANAGEMENT
DiscussionwsQuestions
1. UsingwsExhibitws1.3wsaswsawsmodel,wsdescribewsthewssource-make-
deliver-returnwsrelationshipswsinwsthefollowingwssystems:
a. Anwsairline
Source:wsAircraftwsmanufacturer,wsin-
flightwsfood,wsrepairwsparts,wscomputerwssystemswsMake:wsAircraftwsandwsflightwscre
wwsscheduling,wsgroundwsserviceswsprovidedwsatwsairports,
aircraftmaintenancewsandwsrepair
Deliver:wsOutboundwsandwsarrivingwspassengerwsservice,wsbaggagew
shandlingwsReturn:wsResolvewsanywspost-
servicewsissueswssuchwsaswslostwsorwsdamagedwsluggage
b. Anwsautomobilewsmanufacturer
Source:w s Supplierswsofwscomponentswsandwsrawwsmaterials
Make:wsManufacturingwsofwsvehicleswsandwscomponentswsorwssubassemblieswst
owsbewssoldwsaswsspareparts
Deliver:wsDeliverywstowsandwssaleswsfromwsdealerships,wsdeliverywsofwssparewspar
tswstowsthewswholesalesystem
Return:ws Warrantywsandwsrecallwsrepairs,wstrade-ins
c. Awshospital
Source:wsMedicalwssupplies,wscleaningwsservices,wsdisposalwsservices,wsfoodwsser
vices,wsqualifiedpersonnel
Make:w s Inpatientwsrooms,wsoutpatientwsclinics,wsemergencywsroom,wsoperating
wsroomswsDeliver:wsSchedulingwspatients,wsprovidingwstreatment,wsambulancew
sservice,wsfamilywscounselingReturn:wsBillingwserrors,wsfollowwsupwsvisits
d. Anwsinsurancewscompany
Source:w s Supplieswsneededwsforwsthewsoffice,wsunderwriters,wslegalwsauthoritywstowsoperate
, Make:wsEstablishwspolicywsguidelineswsandwspricing,wsfieldwsagent/representati
vewsandwsfacilitywsnetwork,wsdevelopwsInternetwsservicewscapabilities,wsestablishw
spreferredwsvehiclewsrepairwsservicenetwork
Deliver:wsMeetwswithwsandwsadvisewsclients,wswritewspolicies,wsprocesswsandwspay
wsclaimsReturn:w s refundwsofwsoverpayments
2. Definewsthewsservicewspackagewsofwsyourwscollegewsorwsuniversity.wsWhatwsiswsitswsstro
ngestwselement?wsWhatwsisitswsweakestwsone?
Thewscategorieswswithwsexampleswsare:
Supportingwsfacilityws-
wslocation,wsbuildings,wslabs,wsparkingwsFacilitatingwsgoods
ws–wsclasswsschedules,wscomputers,wsbooks,wschalk
Explicitwsservicesws–
wsclasseswswithwsqualifiedwsinstructors,wsplacementwsofficesImplici
twsservicesws–
wsstatuswsandwsreputationws(e.g.,wsIvywsLeaguewsschools)
AtwsIndianawsUniversitywsandwsthewsUniversitywsofwsSouthernwsCalifornia,wsamong
wstheirwsstrongestwselementswsarewstheirwsbusinesswsschoolswsandwstheirwsOperatio
nswsManagementwsprogramsws(ofwscourse).Bothwsalsowshavewsverywsdedicatedwsal
umniwsnetworks.wsAwsweakwselementwsofwsIndianawsUniversitywsiswsitswsweakwsfootb
allwsprogram;wsforwsUSC,wsweakwselementswsarewson-
campuswsparkingwsandwshousing.
3. Whatwsservicewsindustrywshaswsimpressedwsyouwsthewsmostwswithwsitswsinnovativeness?
Ourwsvotewsgoeswstowscruisewslineswswhichwshavewsintroducedwssuchwsonboardwsin
novationswsaswswavewsmachineswsforwsbellywsboardingwsandwsrockwsclimbingwswal
ls,wsaswswellwsaswsallwssortswsofwsotherwsamenitieswstokeepwscruiserswsinvolved.w s Th
ewsindustrywsiswsdoingwsrecordwsbusinesswsaswswell.
SomewsofwsthewsstandoutwscompanieswsinwslesswsinnovativewsindustrieswsarewsBankwsofws
Americaws(haswsawsformalizedwsresearchwsprogramwstowstrywsoutwsnewwscustomerwsservi
ces/amenitieswssuchwsaswsvideowsscreensinwsnextwstowstellerwslines),wsIntuitws(e.g.,wsputt
ingwsQuickenwsmoneywsmanagementwssoftwarewsonline),wsIkea,JetBluewsAirlines,wsandws
ProgressivewsInsurancews(discussedwslaterwsinwsthewsbook).
4. Whatwsiswsproduct-servicewsbundlingwsandwswhatwsarewsthewsbenefitswstowscustomers?
Product-servicewsbundlingwsiswsaddingwsValue-
addedwsserviceswstowsawsfirm’swsproductwsofferingswstowscreatemorewsvaluewsforwsthew
scustomer.wsThiswsprovideswsbenefitswsinwstwowsareas.wsFirst,wsthiswsdifferentiateswsth
eorganizationwsfromwsthewscompetition.wsSecondly,wsthesewsserviceswstiewscustomers
wstowsthewsorganizationinwsawspositivewsway.wsAlternatively,wsbundlingwscanwsalsowsin
volvewsaddingwsproductswstowsawsservice,wsforwsexample,wsaddingwsthewssalewsofwscon
veniencewsitemswsandwssnackswsatwsawshotel.
