SOLUTION MANUAL h
Operations and Supply Chain Management, 16th Edition
h h h h h h
by F. Robert Jacobs and Richard Chase
h h h h h h
Chapters 1 - 22 | Complete
h h h h h h h
1-1
, • TABLE OF CONTENTS
h h
Chapter h1: hIntroduction
Chapter h2: hStrategy
Chapter h3: hDesign hof hProducts hand hServices
Chapter h4: hProjects
Chapter h5: hStrategic hCapacity hManagement
Chapter h6: hLearning hCurves
Chapter h7: hManufacturing hProcesses
Chapter h8: hFacility hLayout
Chapter h9: hService hProcesses
Chapter h10: hWaiting hLine hAnalysis hand hSimulation
Chapter h11: hProcess hDesign hand hAnalysis
Chapter h12: hQuality hManagement
Chapter h13: hStatistical hQuality hControl
Chapter h14: hLean hSupply hChains
Chapter h15: hLogistics hand hDistribution hManagement
Chapter h16: hGlobal hSourcing hand hProcurement
Chapter h17: hThe hInternet hof hThings hand hERP
Chapter h18: hForecasting
Chapter h19: hSales hand hOperations hPlanning
Chapter h20: hInventory hManagement
Chapter h21: hMaterial hRequirements hPlanning
Chapter h22: hWorkcenter hScheduling
1-2
,CHAPTER 1 h
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
h h h h
Discussion hQuestions
1. Using hExhibit h1.3 has ha hmodel, hdescribe hthe hsource-make-deliver-return hrelationships
hin hthehfollowing hsystems:
a. An hairline
Source: h Aircraft hmanufacturer, hin-flight hfood, hrepair hparts, hcomputer hsystems
Make: hAircraft hand hflight hcrew hscheduling, hground hservices hprovided hat hairports,
haircrafthmaintenance hand hrepair
Deliver: hOutbound hand harriving hpassenger hservice, hbaggage hhandling
hReturn: hResolve hany hpost-service hissues hsuch has hlost hor hdamaged
hluggage
b. An hautomobile hmanufacturer
Source: h Suppliers hof hcomponents hand hraw hmaterials
Make: hManufacturing hof hvehicles hand hcomponents hor hsubassemblies hto hbe hsold has
hsparehparts
Deliver: hDelivery hto hand hsales hfrom hdealerships, hdelivery hof hspare hparts hto hthe
hwholesalehsystem
Return: h Warranty hand hrecall hrepairs, htrade-ins
c. A hhospital
Source: hMedical hsupplies, hcleaning hservices, hdisposal hservices, hfood hservices,
hqualifiedhpersonnel
Make: h Inpatient hrooms, houtpatient hclinics, hemergency hroom, hoperating hrooms
Deliver: hScheduling hpatients, hproviding htreatment, hambulance hservice, hfamily
hcounselinghReturn: hBilling herrors, hfollow hup hvisits
d. An hinsurance hcompany
Source: h Supplies hneeded hfor hthe hoffice, hunderwriters, hlegal hauthority hto hoperate
1-3
, Make: hEstablish hpolicy hguidelines hand hpricing, hfield hagent/representative hand hfacility
hnetwork, hdevelop hInternet hservice hcapabilities, hestablish hpreferred hvehicle hrepair
hservicehnetwork
Deliver: hMeet hwith hand hadvise hclients, hwrite hpolicies, hprocess hand hpay
hclaimshReturn: h refund hof hoverpayments
2. Define hthe hservice hpackage hof hyour hcollege hor huniversity. hWhat his hits hstrongest helement?
hWhat hishits hweakest hone?
The hcategories hwith hexamples hare:
Supporting hfacility h- hlocation, hbuildings, hlabs, hparking
hFacilitating hgoods h– hclass hschedules, hcomputers, hbooks,
hchalk
Explicit hservices h– hclasses hwith hqualified hinstructors, hplacement
hofficeshImplicit hservices h– hstatus hand hreputation h(e.g., hIvy hLeague
hschools)
At hIndiana hUniversity hand hthe hUniversity hof hSouthern hCalifornia, hamong htheir hstrongest
helements hare htheir hbusiness hschools hand htheir hOperations hManagement hprograms h(of
hcourse).hBoth halso hhave hvery hdedicated halumni hnetworks. hA hweak helement hof hIndiana
hUniversity his hits hweak hfootball hprogram; hfor hUSC, hweak helements hare hon-campus hparking
hand hhousing.
3. What hservice hindustry hhas himpressed hyou hthe hmost hwith hits hinnovativeness?
Our hvote hgoes hto hcruise hlines hwhich hhave hintroduced hsuch honboard hinnovations has hwave
hmachines hfor hbelly hboarding hand hrock hclimbing hwalls, has hwell has hall hsorts hof hother
hamenities htohkeep hcruisers hinvolved. h The hindustry his hdoing hrecord hbusiness has hwell.
Some hof hthe hstandout hcompanies hin hless hinnovative hindustries hare hBank hof hAmerica h(has
ha hformalized hresearch hprogram hto htry hout hnew hcustomer hservices/amenities hsuch has hvideo
hscreenshin hnext hto hteller hlines), hIntuit h(e.g., hputting hQuicken hmoney hmanagement hsoftware
honline), hIkea,hJetBlue hAirlines, hand hProgressive hInsurance h(discussed hlater hin hthe hbook).
4. What his hproduct-service hbundling hand hwhat hare hthe hbenefits hto hcustomers?
Product-service hbundling his hadding hValue-added hservices hto ha hfirm’s hproduct hofferings hto
hcreatehmore hvalue hfor hthe hcustomer. hThis hprovides hbenefits hin htwo hareas. hFirst, hthis
hdifferentiates hthehorganization hfrom hthe hcompetition. hSecondly, hthese hservices htie
hcustomers hto hthe horganizationhin ha hpositive hway. hAlternatively, hbundling hcan halso hinvolve
hadding hproducts hto ha hservice, hfor hexample, hadding hthe hsale hof hconvenience hitems hand
hsnacks hat ha hhotel.
5. What his hthe hdifference hbetween ha hservice hand ha hgood?
A hservice his han hintangible hprocess h(you hcan’t hhold hit hin hyour hhands), hwhile ha hgood his hthe
hphysicalhoutput hof ha hprocess.
6. Look hat hthe hjob hpostings hat hhttp://www.indeed.com hand hevaluate hthe hopportunities
1-4
Operations and Supply Chain Management, 16th Edition
h h h h h h
by F. Robert Jacobs and Richard Chase
h h h h h h
Chapters 1 - 22 | Complete
h h h h h h h
1-1
, • TABLE OF CONTENTS
h h
Chapter h1: hIntroduction
Chapter h2: hStrategy
Chapter h3: hDesign hof hProducts hand hServices
Chapter h4: hProjects
Chapter h5: hStrategic hCapacity hManagement
Chapter h6: hLearning hCurves
Chapter h7: hManufacturing hProcesses
Chapter h8: hFacility hLayout
Chapter h9: hService hProcesses
Chapter h10: hWaiting hLine hAnalysis hand hSimulation
Chapter h11: hProcess hDesign hand hAnalysis
Chapter h12: hQuality hManagement
Chapter h13: hStatistical hQuality hControl
Chapter h14: hLean hSupply hChains
Chapter h15: hLogistics hand hDistribution hManagement
Chapter h16: hGlobal hSourcing hand hProcurement
Chapter h17: hThe hInternet hof hThings hand hERP
Chapter h18: hForecasting
Chapter h19: hSales hand hOperations hPlanning
Chapter h20: hInventory hManagement
Chapter h21: hMaterial hRequirements hPlanning
Chapter h22: hWorkcenter hScheduling
1-2
,CHAPTER 1 h
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
h h h h
Discussion hQuestions
1. Using hExhibit h1.3 has ha hmodel, hdescribe hthe hsource-make-deliver-return hrelationships
hin hthehfollowing hsystems:
a. An hairline
Source: h Aircraft hmanufacturer, hin-flight hfood, hrepair hparts, hcomputer hsystems
Make: hAircraft hand hflight hcrew hscheduling, hground hservices hprovided hat hairports,
haircrafthmaintenance hand hrepair
Deliver: hOutbound hand harriving hpassenger hservice, hbaggage hhandling
hReturn: hResolve hany hpost-service hissues hsuch has hlost hor hdamaged
hluggage
b. An hautomobile hmanufacturer
Source: h Suppliers hof hcomponents hand hraw hmaterials
Make: hManufacturing hof hvehicles hand hcomponents hor hsubassemblies hto hbe hsold has
hsparehparts
Deliver: hDelivery hto hand hsales hfrom hdealerships, hdelivery hof hspare hparts hto hthe
hwholesalehsystem
Return: h Warranty hand hrecall hrepairs, htrade-ins
c. A hhospital
Source: hMedical hsupplies, hcleaning hservices, hdisposal hservices, hfood hservices,
hqualifiedhpersonnel
Make: h Inpatient hrooms, houtpatient hclinics, hemergency hroom, hoperating hrooms
Deliver: hScheduling hpatients, hproviding htreatment, hambulance hservice, hfamily
hcounselinghReturn: hBilling herrors, hfollow hup hvisits
d. An hinsurance hcompany
Source: h Supplies hneeded hfor hthe hoffice, hunderwriters, hlegal hauthority hto hoperate
1-3
, Make: hEstablish hpolicy hguidelines hand hpricing, hfield hagent/representative hand hfacility
hnetwork, hdevelop hInternet hservice hcapabilities, hestablish hpreferred hvehicle hrepair
hservicehnetwork
Deliver: hMeet hwith hand hadvise hclients, hwrite hpolicies, hprocess hand hpay
hclaimshReturn: h refund hof hoverpayments
2. Define hthe hservice hpackage hof hyour hcollege hor huniversity. hWhat his hits hstrongest helement?
hWhat hishits hweakest hone?
The hcategories hwith hexamples hare:
Supporting hfacility h- hlocation, hbuildings, hlabs, hparking
hFacilitating hgoods h– hclass hschedules, hcomputers, hbooks,
hchalk
Explicit hservices h– hclasses hwith hqualified hinstructors, hplacement
hofficeshImplicit hservices h– hstatus hand hreputation h(e.g., hIvy hLeague
hschools)
At hIndiana hUniversity hand hthe hUniversity hof hSouthern hCalifornia, hamong htheir hstrongest
helements hare htheir hbusiness hschools hand htheir hOperations hManagement hprograms h(of
hcourse).hBoth halso hhave hvery hdedicated halumni hnetworks. hA hweak helement hof hIndiana
hUniversity his hits hweak hfootball hprogram; hfor hUSC, hweak helements hare hon-campus hparking
hand hhousing.
3. What hservice hindustry hhas himpressed hyou hthe hmost hwith hits hinnovativeness?
Our hvote hgoes hto hcruise hlines hwhich hhave hintroduced hsuch honboard hinnovations has hwave
hmachines hfor hbelly hboarding hand hrock hclimbing hwalls, has hwell has hall hsorts hof hother
hamenities htohkeep hcruisers hinvolved. h The hindustry his hdoing hrecord hbusiness has hwell.
Some hof hthe hstandout hcompanies hin hless hinnovative hindustries hare hBank hof hAmerica h(has
ha hformalized hresearch hprogram hto htry hout hnew hcustomer hservices/amenities hsuch has hvideo
hscreenshin hnext hto hteller hlines), hIntuit h(e.g., hputting hQuicken hmoney hmanagement hsoftware
honline), hIkea,hJetBlue hAirlines, hand hProgressive hInsurance h(discussed hlater hin hthe hbook).
4. What his hproduct-service hbundling hand hwhat hare hthe hbenefits hto hcustomers?
Product-service hbundling his hadding hValue-added hservices hto ha hfirm’s hproduct hofferings hto
hcreatehmore hvalue hfor hthe hcustomer. hThis hprovides hbenefits hin htwo hareas. hFirst, hthis
hdifferentiates hthehorganization hfrom hthe hcompetition. hSecondly, hthese hservices htie
hcustomers hto hthe horganizationhin ha hpositive hway. hAlternatively, hbundling hcan halso hinvolve
hadding hproducts hto ha hservice, hfor hexample, hadding hthe hsale hof hconvenience hitems hand
hsnacks hat ha hhotel.
5. What his hthe hdifference hbetween ha hservice hand ha hgood?
A hservice his han hintangible hprocess h(you hcan’t hhold hit hin hyour hhands), hwhile ha hgood his hthe
hphysicalhoutput hof ha hprocess.
6. Look hat hthe hjob hpostings hat hhttp://www.indeed.com hand hevaluate hthe hopportunities
1-4
