SOLUTION MANUAL Operations and Supply Chain Management, 17th Edition by F. Robert Jacobs and Richard Chase Chapters 1 - 22 | Complete

SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete




1-1

,  TABLE OF CONTENTS13 13




Chapter131:13Introduction

Chapter132:13Strategy

Chapter133:13Design13of13Products13and13Services

Chapter134:13Projects

Chapter135:13Strategic13Capacity13Management

Chapter136:13Learning13Curves

Chapter137:13Manufacturing13Processes

Chapter138:13Facility13Layout

Chapter139:13Service13Processes

Chapter1310:13Waiting13Line13Analysis13and13Simulation

Chapter1311:13Process13Design13and13Analysis

Chapter1312:13Quality13Management

Chapter1313:13Statistical13Quality13Control

Chapter1314:13Lean13Supply13Chains

Chapter1315:13Logistics13and13Distribution13Management

Chapter1316:13Global13Sourcing13and13Procurement

Chapter1317:13The13Internet13of13Things13and13ERP

Chapter1318:13Forecasting

Chapter1319:13Sales13and13Operations13Planning

Chapter1320:13Inventory13Management

Chapter1321:13Material13Requirements13Planning

Chapter1322:13Workcenter13Scheduling


1-2

,CHAPTER 1 13




OPERATIONS AND SUPPLY CHAIN MANAGEMENT
13 13 13 13




Discussion13Questions
1. Using13Exhibit131.313as13a13model,13describe13the13source-make-deliver-
return13relationships13in13the13following13systems:

a. An13airline
Source:1 3 Aircraft13manufacturer,13in-flight13food,13repair13parts,13computer13systems
Make:13Aircraft13and13flight13crew13scheduling,13ground13services13provided13at13airpo
rts,13aircraft13maintenance13and13repair
Deliver:13Outbound13and13arriving13passenger13service,13baggage13hand
ling13Return:13Resolve13any13post-
service13issues13such13as13lost13or13damaged13luggage

b. An13automobile13manufacturer
Source:1 3 Suppliers13of13components13and13raw13materials
Make:13Manufacturing13of13vehicles13and13components13or13subassemblies13to13be13sol
d13as13spare13parts
Deliver:13Delivery13to13and13sales13from13dealerships,13delivery13of13spare13parts13to13t
he13wholesale13system
Return:1 3 Warranty13and13recall13repairs,13trade-ins

c. A13hospital
Source:13Medical13supplies,13cleaning13services,13disposal13services,13food13services,13qu
alified13personnel
Make:1 3 Inpatient13rooms,13outpatient13clinics,13emergency13room,13operating13rooms
Deliver:13Scheduling13patients,13providing13treatment,13ambulance13service,13family13c
ounseling13Return:13Billing13errors,13follow13up13visits

d. An13insurance13company
Source:1 3 Supplies13needed13for13the13office,13underwriters,13legal13authority13to13operate




1-3

, Make:13Establish13policy13guidelines13and13pricing,13field13agent/representative13and1
3facility13network,13develop13Internet13service13capabilities,13establish13preferred13veh

icle13repair13service13network
Deliver:13Meet13with13and13advise13clients,13write13policies,13process13and13
pay13claims13Return:1 3 refund13of13overpayments


2. Define13the13service13package13of13your13college13or13university.13What13is13its13strongest13ele
ment?13What13is13its13weakest13one?

The13categories13with13examples13are:
Supporting13facility13-
13location,13buildings,13labs,13parking13Facilitating13goods13–

13class13schedules,13computers,13books,13chalk

Explicit13services13–
13classes13with13qualified13instructors,13placement13offices13Implicit13s

ervices13–13status13and13reputation13(e.g.,13Ivy13League13schools)

At13Indiana13University13and13the13University13of13Southern13California,13among13their13str
ongest13elements13are13their13business13schools13and13their13Operations13Management13pro
grams13(of13course).13Both13also13have13very13dedicated13alumni13networks.13A13weak13eleme
nt13of13Indiana13University13is13its13weak13football13program;13for13USC,13weak13elements13ar
e13on-campus13parking13and13housing.

3. What13service13industry13has13impressed13you13the13most13with13its13innovativeness?

Our13vote13goes13to13cruise13lines13which13have13introduced13such13onboard13innovations13a
s13wave13machines13for13belly13boarding13and13rock13climbing13walls,13as13well13as13all13sort
s13of13other13amenities13to13keep13cruisers13involved.1 3 The13industry13is13doing13record13busi
ness13as13well.

Some13of13the13standout13companies13in13less13innovative13industries13are13Bank13of13America1
3(has13a13formalized13research13program13to13try13out13new13customer13services/amenities13s

uch13as13video13screens13in13next13to13teller13lines),13Intuit13(e.g.,13putting13Quicken13money13ma
nagement13software13online),13Ikea,13JetBlue13Airlines,13and13Progressive13Insurance13(discusse
d13later13in13the13book).

4. What13is13product-service13bundling13and13what13are13the13benefits13to13customers?

Product-service13bundling13is13adding13Value-
added13services13to13a13firm’s13product13offerings13to13create13more13value13for13the13customer.
13This13provides13benefits13in13two13areas.13First,13this13differentiates13the13organization13from

13the13competition.13Secondly,13these13services13tie13customers13to13the13organization13in13a13p

ositive13way.13Alternatively,13bundling13can13also13involve13adding13products13to13a13service,13
for13example,13adding13the13sale13of13convenience13items13and13snacks13at13a13hotel.

5. What13is13the13difference13between13a13service13and13a13good?

A13service13is13an13intangible13process13(you13can’t13hold13it13in13your13hands),13while13a13goo
d13is13the13physical13output13of13a13process.

6. Look13at13the13job13postings13at13http://www.indeed.com13and13evaluate13the13opport
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