Operations,and,Supply,Chain,Management
SOLUTION,MANUAL
Operations,and,Supply,Chain,Management,,17th,Edition,
by,F.,Robert,Jacobs,and,Richard,Chase
, Chapters,1,-,22,|,Complete,
1-1
, Operations,and,Supply,Chain,Management
TABLE,OF,CONTENTS
Chapter,1:,Introduction
Chapter,2:,Strategy
Chapter,3:,Design,of,Products,and,Services
Chapter,4:,Projects
Chapter,5:,Strategic,Capacity,Management
Chapter,6:,Learning,Curves
Chapter,7:,Manufacturing,Processes
Chapter,8:,Facility,Layout
Chapter,9:,Service,Processes
Chapter,10:,Waiting,Line,Analysis,and,Simulation
Chapter,11:,Process,Design,and,Analysis
Chapter,12:,Quality,Management
Chapter,13:,Statistical,Quality,Control
Chapter,14:,Lean,Supply,Chains
Chapter,15:,Logistics,and,Distribution,Management
Chapter,16:,Global,Sourcing,and,Procurement
Chapter,17:,The,Internet,of,Things,and,ERP
Chapter,18:,Forecasting
Chapter,19:,Sales,and,Operations,Planning
Chapter,20:,Inventory,Management
Chapter,21:,Material,Requirements,Planning
Chapter,22:,Workcenter,Scheduling
1-2
, Operations,and,Supply,Chain,Management
CHAPTER,1
OPERATIONS,AND,SUPPLY,CHAIN,MANAGEMENT
Discussion,Questions
1. Using,Exhibit,1.3,as,a,model,,describe,the,source-make-deliver-
return,relationships,in,the,following,systems:
a. An,airline
Source:, Aircraft,manufacturer,,in-flight,food,,repair,parts,,computer,systems
Make:,Aircraft,and,flight,crew,scheduling,,ground,services,provided,at,airports,,aircraf
t,maintenance,and,repair
Deliver:,Outbound,and,arriving,passenger,service,,baggage,handling,Re
turn:,Resolve,any,post-service,issues,such,as,lost,or,damaged,luggage
b. An,automobile,manufacturer
Source:, Suppliers,of,components,and,raw,materials
Make:,Manufacturing,of,vehicles,and,components,or,subassemblies,to,be,sold,as,spar
e,parts
Deliver:,Delivery,to,and,sales,from,dealerships,,delivery,of,spare,parts,to,the,wholesal
e,system
Return:, Warranty,and,recall,repairs,,trade-ins
c. A,hospital
Source:,Medical,supplies,,cleaning,services,,disposal,services,,food,services,,qualified,pe
rsonnel
Make:, Inpatient,rooms,,outpatient,clinics,,emergency,room,,operating,rooms
Deliver:,Scheduling,patients,,providing,treatment,,ambulance,service,,family,counselin
g,Return:,Billing,errors,,follow,up,visits
d. An,insurance,company
Source:, Supplies,needed,for,the,office,,underwriters,,legal,authority,to,operate
1-3
, Operations,and,Supply,Chain,Management
Make:,Establish,policy,guidelines,and,pricing,,field,agent/representative,and,facility,n
etwork,,develop,Internet,service,capabilities,,establish,preferred,vehicle,repair,service,
network
Deliver:,Meet,with,and,advise,clients,,write,policies,,process,and,pay,claim
s,Return:, refund,of,overpayments
2. Define,the,service,package,of,your,college,or,university.,What,is,its,strongest,element?,What,is,i
ts,weakest,one?
The,categories,with,examples,are:
Supporting,facility,-
,location,,buildings,,labs,,parking,Facilitating,goods,–
,class,schedules,,computers,,books,,chalk
Explicit,services,–
,classes,with,qualified,instructors,,placement,offices,Implicit,services,
–,status,and,reputation,(e.g.,,Ivy,League,schools)
At,Indiana,University,and,the,University,of,Southern,California,,among,their,strongest,elem
ents,are,their,business,schools,and,their,Operations,Management,programs,(of,course).,Bot
h,also,have,very,dedicated,alumni,networks.,A,weak,element,of,Indiana,University,is,its,we
ak,football,program;,for,USC,,weak,elements,are,on-campus,parking,and,housing.
3. What,service,industry,has,impressed,you,the,most,with,its,innovativeness?
Our,vote,goes,to,cruise,lines,which,have,introduced,such,onboard,innovations,as,wave,mac
hines,for,belly,boarding,and,rock,climbing,walls,,as,well,as,all,sorts,of,other,amenities,to,ke
ep,cruisers,involved., The,industry,is,doing,record,business,as,well.
Some,of,the,standout,companies,in,less,innovative,industries,are,Bank,of,America,(has,a,form
alized,research,program,to,try,out,new,customer,services/amenities,such,as,video,screens,in,n
ext,to,teller,lines),,Intuit,(e.g.,,putting,Quicken,money,management,software,online),,Ikea,,Jet
Blue,Airlines,,and,Progressive,Insurance,(discussed,later,in,the,book).
4. What,is,product-service,bundling,and,what,are,the,benefits,to,customers?
Product-service,bundling,is,adding,Value-
added,services,to,a,firm’s,product,offerings,to,create,more,value,for,the,customer.,This,provid
es,benefits,in,two,areas.,First,,this,differentiates,the,organization,from,the,competition.,Secon
dly,,these,services,tie,customers,to,the,organization,in,a,positive,way.,Alternatively,,bundling,
can,also,involve,adding,products,to,a,service,,for,example,,adding,the,sale,of,convenience,ite
ms,and,snacks,at,a,hotel.
5. What,is,the,difference,between,a,service,and,a,good?
A,service,is,an,intangible,process,(you,can’t,hold,it,in,your,hands),,while,a,good,is,the,physic
al,output,of,a,process.
6. Look,at,the,job,postings,at,http://www.indeed.com,and,evaluate,the,opportunities,for,a
n,OSM,major,with,several,years,of,experience.
1-4
SOLUTION,MANUAL
Operations,and,Supply,Chain,Management,,17th,Edition,
by,F.,Robert,Jacobs,and,Richard,Chase
, Chapters,1,-,22,|,Complete,
1-1
, Operations,and,Supply,Chain,Management
TABLE,OF,CONTENTS
Chapter,1:,Introduction
Chapter,2:,Strategy
Chapter,3:,Design,of,Products,and,Services
Chapter,4:,Projects
Chapter,5:,Strategic,Capacity,Management
Chapter,6:,Learning,Curves
Chapter,7:,Manufacturing,Processes
Chapter,8:,Facility,Layout
Chapter,9:,Service,Processes
Chapter,10:,Waiting,Line,Analysis,and,Simulation
Chapter,11:,Process,Design,and,Analysis
Chapter,12:,Quality,Management
Chapter,13:,Statistical,Quality,Control
Chapter,14:,Lean,Supply,Chains
Chapter,15:,Logistics,and,Distribution,Management
Chapter,16:,Global,Sourcing,and,Procurement
Chapter,17:,The,Internet,of,Things,and,ERP
Chapter,18:,Forecasting
Chapter,19:,Sales,and,Operations,Planning
Chapter,20:,Inventory,Management
Chapter,21:,Material,Requirements,Planning
Chapter,22:,Workcenter,Scheduling
1-2
, Operations,and,Supply,Chain,Management
CHAPTER,1
OPERATIONS,AND,SUPPLY,CHAIN,MANAGEMENT
Discussion,Questions
1. Using,Exhibit,1.3,as,a,model,,describe,the,source-make-deliver-
return,relationships,in,the,following,systems:
a. An,airline
Source:, Aircraft,manufacturer,,in-flight,food,,repair,parts,,computer,systems
Make:,Aircraft,and,flight,crew,scheduling,,ground,services,provided,at,airports,,aircraf
t,maintenance,and,repair
Deliver:,Outbound,and,arriving,passenger,service,,baggage,handling,Re
turn:,Resolve,any,post-service,issues,such,as,lost,or,damaged,luggage
b. An,automobile,manufacturer
Source:, Suppliers,of,components,and,raw,materials
Make:,Manufacturing,of,vehicles,and,components,or,subassemblies,to,be,sold,as,spar
e,parts
Deliver:,Delivery,to,and,sales,from,dealerships,,delivery,of,spare,parts,to,the,wholesal
e,system
Return:, Warranty,and,recall,repairs,,trade-ins
c. A,hospital
Source:,Medical,supplies,,cleaning,services,,disposal,services,,food,services,,qualified,pe
rsonnel
Make:, Inpatient,rooms,,outpatient,clinics,,emergency,room,,operating,rooms
Deliver:,Scheduling,patients,,providing,treatment,,ambulance,service,,family,counselin
g,Return:,Billing,errors,,follow,up,visits
d. An,insurance,company
Source:, Supplies,needed,for,the,office,,underwriters,,legal,authority,to,operate
1-3
, Operations,and,Supply,Chain,Management
Make:,Establish,policy,guidelines,and,pricing,,field,agent/representative,and,facility,n
etwork,,develop,Internet,service,capabilities,,establish,preferred,vehicle,repair,service,
network
Deliver:,Meet,with,and,advise,clients,,write,policies,,process,and,pay,claim
s,Return:, refund,of,overpayments
2. Define,the,service,package,of,your,college,or,university.,What,is,its,strongest,element?,What,is,i
ts,weakest,one?
The,categories,with,examples,are:
Supporting,facility,-
,location,,buildings,,labs,,parking,Facilitating,goods,–
,class,schedules,,computers,,books,,chalk
Explicit,services,–
,classes,with,qualified,instructors,,placement,offices,Implicit,services,
–,status,and,reputation,(e.g.,,Ivy,League,schools)
At,Indiana,University,and,the,University,of,Southern,California,,among,their,strongest,elem
ents,are,their,business,schools,and,their,Operations,Management,programs,(of,course).,Bot
h,also,have,very,dedicated,alumni,networks.,A,weak,element,of,Indiana,University,is,its,we
ak,football,program;,for,USC,,weak,elements,are,on-campus,parking,and,housing.
3. What,service,industry,has,impressed,you,the,most,with,its,innovativeness?
Our,vote,goes,to,cruise,lines,which,have,introduced,such,onboard,innovations,as,wave,mac
hines,for,belly,boarding,and,rock,climbing,walls,,as,well,as,all,sorts,of,other,amenities,to,ke
ep,cruisers,involved., The,industry,is,doing,record,business,as,well.
Some,of,the,standout,companies,in,less,innovative,industries,are,Bank,of,America,(has,a,form
alized,research,program,to,try,out,new,customer,services/amenities,such,as,video,screens,in,n
ext,to,teller,lines),,Intuit,(e.g.,,putting,Quicken,money,management,software,online),,Ikea,,Jet
Blue,Airlines,,and,Progressive,Insurance,(discussed,later,in,the,book).
4. What,is,product-service,bundling,and,what,are,the,benefits,to,customers?
Product-service,bundling,is,adding,Value-
added,services,to,a,firm’s,product,offerings,to,create,more,value,for,the,customer.,This,provid
es,benefits,in,two,areas.,First,,this,differentiates,the,organization,from,the,competition.,Secon
dly,,these,services,tie,customers,to,the,organization,in,a,positive,way.,Alternatively,,bundling,
can,also,involve,adding,products,to,a,service,,for,example,,adding,the,sale,of,convenience,ite
ms,and,snacks,at,a,hotel.
5. What,is,the,difference,between,a,service,and,a,good?
A,service,is,an,intangible,process,(you,can’t,hold,it,in,your,hands),,while,a,good,is,the,physic
al,output,of,a,process.
6. Look,at,the,job,postings,at,http://www.indeed.com,and,evaluate,the,opportunities,for,a
n,OSM,major,with,several,years,of,experience.
1-4
