SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
, • 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
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 thefollowing 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,
aircraftmaintenance and repair
Deliver: Outbound and arriving passenger service, baggage
handling Return: 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 spareparts
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the
wholesalesystem
Return: Warranty and recall repairs, trade-ins
c. A hospital
Source: Medical supplies, cleaning services, disposal services, food services,
qualifiedpersonnel
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
Deliver: Scheduling patients, providing treatment, ambulance service, family
counselingReturn: Billing errors, follow up visits
d. An insurance company
Source: Supplies needed for the office, underwriters, legal authority to operate
, Make: gEstablish gpolicy gguidelines gand gpricing, gfield gagent/representative gand
gfacility gnetwork, gdevelop gInternet gservice gcapabilities, gestablish gpreferred
gvehicle grepair gservicenetwork
Deliver: gMeet gwith gand gadvise gclients, gwrite gpolicies, gprocess gand gpay
gclaimsReturn: g refund gof goverpayments
2. Define gthe gservice gpackage gof gyour gcollege gor guniversity. gWhat gis gits gstrongest
gelement? gWhat gisits gweakest gone?
The gcategories gwith gexamples gare:
Supporting gfacility g- glocation, gbuildings, glabs, gparking
gFacilitating ggoods g– gclass gschedules, gcomputers, gbooks,
gchalk
Explicit gservices g– gclasses gwith gqualified ginstructors, gplacement
gofficesImplicit gservices g– gstatus gand greputation g(e.g., gIvy gLeague
gschools)
At gIndiana gUniversity gand gthe gUniversity gof gSouthern gCalifornia, gamong gtheir
gstrongest gelements gare gtheir gbusiness gschools gand gtheir gOperations
gManagement gprograms g(of gcourse).Both galso ghave gvery gdedicated galumni
gnetworks. gA gweak gelement gof gIndiana gUniversity gis gits gweak gfootball gprogram; gfor
gUSC, gweak gelements gare gon-campus gparking gand ghousing.
3. What gservice gindustry ghas gimpressed gyou gthe gmost gwith gits ginnovativeness?
Our gvote ggoes gto gcruise glines gwhich ghave gintroduced gsuch gonboard ginnovations
gas gwave gmachines gfor gbelly gboarding gand grock gclimbing gwalls, gas gwell gas gall
gsorts gof gother gamenities gtokeep gcruisers ginvolved. g The gindustry gis gdoing grecord
gbusiness gas gwell.
Some gof gthe gstandout gcompanies gin gless ginnovative gindustries gare gBank gof gAmerica
g(has ga gformalized gresearch gprogram gto gtry gout gnew gcustomer gservices/amenities gsuch
gas gvideo gscreensin gnext gto gteller glines), gIntuit g(e.g., gputting gQuicken gmoney
gmanagement gsoftware gonline), gIkea,JetBlue gAirlines, gand gProgressive gInsurance
g(discussed glater gin gthe gbook).
4. What gis gproduct-service gbundling gand gwhat gare gthe gbenefits gto gcustomers?
Product-service gbundling gis gadding gValue-added gservices gto ga gfirm’s gproduct
gofferings gto gcreatemore gvalue gfor gthe gcustomer. gThis gprovides gbenefits gin gtwo
gareas. gFirst, gthis gdifferentiates gtheorganization gfrom gthe gcompetition. gSecondly,
gthese gservices gtie gcustomers gto gthe gorganizationin ga gpositive gway. gAlternatively,
gbundling gcan galso ginvolve gadding gproducts gto ga gservice, gfor gexample, gadding gthe
gsale gof gconvenience gitems gand gsnacks gat ga ghotel.
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
, • 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
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 thefollowing 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,
aircraftmaintenance and repair
Deliver: Outbound and arriving passenger service, baggage
handling Return: 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 spareparts
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the
wholesalesystem
Return: Warranty and recall repairs, trade-ins
c. A hospital
Source: Medical supplies, cleaning services, disposal services, food services,
qualifiedpersonnel
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
Deliver: Scheduling patients, providing treatment, ambulance service, family
counselingReturn: Billing errors, follow up visits
d. An insurance company
Source: Supplies needed for the office, underwriters, legal authority to operate
, Make: gEstablish gpolicy gguidelines gand gpricing, gfield gagent/representative gand
gfacility gnetwork, gdevelop gInternet gservice gcapabilities, gestablish gpreferred
gvehicle grepair gservicenetwork
Deliver: gMeet gwith gand gadvise gclients, gwrite gpolicies, gprocess gand gpay
gclaimsReturn: g refund gof goverpayments
2. Define gthe gservice gpackage gof gyour gcollege gor guniversity. gWhat gis gits gstrongest
gelement? gWhat gisits gweakest gone?
The gcategories gwith gexamples gare:
Supporting gfacility g- glocation, gbuildings, glabs, gparking
gFacilitating ggoods g– gclass gschedules, gcomputers, gbooks,
gchalk
Explicit gservices g– gclasses gwith gqualified ginstructors, gplacement
gofficesImplicit gservices g– gstatus gand greputation g(e.g., gIvy gLeague
gschools)
At gIndiana gUniversity gand gthe gUniversity gof gSouthern gCalifornia, gamong gtheir
gstrongest gelements gare gtheir gbusiness gschools gand gtheir gOperations
gManagement gprograms g(of gcourse).Both galso ghave gvery gdedicated galumni
gnetworks. gA gweak gelement gof gIndiana gUniversity gis gits gweak gfootball gprogram; gfor
gUSC, gweak gelements gare gon-campus gparking gand ghousing.
3. What gservice gindustry ghas gimpressed gyou gthe gmost gwith gits ginnovativeness?
Our gvote ggoes gto gcruise glines gwhich ghave gintroduced gsuch gonboard ginnovations
gas gwave gmachines gfor gbelly gboarding gand grock gclimbing gwalls, gas gwell gas gall
gsorts gof gother gamenities gtokeep gcruisers ginvolved. g The gindustry gis gdoing grecord
gbusiness gas gwell.
Some gof gthe gstandout gcompanies gin gless ginnovative gindustries gare gBank gof gAmerica
g(has ga gformalized gresearch gprogram gto gtry gout gnew gcustomer gservices/amenities gsuch
gas gvideo gscreensin gnext gto gteller glines), gIntuit g(e.g., gputting gQuicken gmoney
gmanagement gsoftware gonline), gIkea,JetBlue gAirlines, gand gProgressive gInsurance
g(discussed glater gin gthe gbook).
4. What gis gproduct-service gbundling gand gwhat gare gthe gbenefits gto gcustomers?
Product-service gbundling gis gadding gValue-added gservices gto ga gfirm’s gproduct
gofferings gto gcreatemore gvalue gfor gthe gcustomer. gThis gprovides gbenefits gin gtwo
gareas. gFirst, gthis gdifferentiates gtheorganization gfrom gthe gcompetition. gSecondly,
gthese gservices gtie gcustomers gto gthe gorganizationin ga gpositive gway. gAlternatively,
gbundling gcan galso ginvolve gadding gproducts gto ga gservice, gfor gexample, gadding gthe
gsale gof gconvenience gitems gand gsnacks gat ga ghotel.
