Complete Solution Manual Operations and Supply Chain Management 16th Edition Jacobs (Chapter 1-22)

Operations and Supply Chain Management
v v v v




SOLUTION MANUAL v




Operations and Supply Chain Management, 17th Edition
v v v v v v v




by F. Robert Jacobs and Richard Chase
v v v v v v




Chapters 1 - 22 | Complete
v v v v v v v




1-1

, Operations and Supply Chain Management
v v v v




• TABLE OF CONTENTS v v




Chapter 1: Introduction
v v




Chapter 2: Strategy
v v




Chapter 3: Design of Products and Services
v v v v v v




Chapter 4: Projects
v v




Chapter 5: Strategic Capacity Management
v v v v




Chapter 6: Learning Curves
v v v




Chapter 7: Manufacturing Processes
v v v




Chapter 8: Facility Layout
v v v




Chapter 9: Service Processes
v v v




Chapter 10: Waiting Line Analysis and Simulation
v v v v v v




Chapter 11: Process Design and Analysis
v v v v v




Chapter 12: Quality Management
v v v




Chapter 13: Statistical Quality Control
v v v v




Chapter 14: Lean Supply Chains
v v v v




Chapter 15: Logistics and Distribution Management
v v v v v




Chapter 16: Global Sourcing and Procurement
v v v v v




Chapter 17: The Internet of Things and ERP
v v v v v v v




Chapter 18: Forecasting
v v




Chapter 19: Sales and Operations Planning
v v v v v




Chapter 20: Inventory Management
v v v




Chapter 21: Material Requirements Planning
v v v v




Chapter 22: Workcenter Scheduling
v v v




1-2

, Operations and Supply Chain Management v v v v




CHAPTER 1 v




OPERATIONS AND SUPPLY CHAIN MANAGEMENT v v v v




Discussion Questions v




1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the
v v v v v v v v v v v




following systems:
v v




a. An airline
v




Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
v v v v v v v v




Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
v v v v v v v v v v v




maintenance and repair v v v




Deliver: Outbound and arriving passenger service, baggage handling
v v v v v v v




Return: Resolve any post-service issues such as lost or damaged luggage
v v v v v v v v v v v




b. An automobile manufacturer
v v




Source: Suppliers of components and raw materials v v v v v v




Make: Manufacturing of vehicles and components or subassemblies to be sold as spare
v v v v v v v v v v v v




parts v




Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale
v v v v v v v v v v v v v




system v




Return: Warranty and recall repairs, trade-ins v v v v v




c. A hospital
v




Source: Medical supplies, cleaning services, disposal services, food services, qualified
v v v v v v v v v




personnel v




Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
v v v v v v v v




Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
v v v v v v v v




Return: Billing errors, follow up visits
v v v v v v




d. An insurance company
v v




Source: Supplies needed for the office, underwriters, legal authority to operate
v v v v v v v v v v




1-3

, Operations and Supply Chain Management v v v v




Make: Establish policy guidelines and pricing, field agent/representative and facility
v v v v v v v v v




network, develop Internet service capabilities, establish preferred vehicle repair service
v v v v v v v v v v




network
v




Deliver: Meet with and advise clients, write policies, process and pay claims
v v v v v v v v v v v




Return: refund of overpayments
v v v v




2. Define the service package of your college or university. What is its strongest element? What isits
v v v v v v v v v v v v v v v v




weakest one?
v v




The categories with examples are:
v v v v




Supporting facility - location, buildings, labs, parking Facilitating v v v v v v v




goods – class schedules, computers, books, chalk
v v v v v v v




Explicit services – classes with qualified instructors, placement offices v v v v v v v v




Implicit services – status and reputation (e.g., Ivy League schools)
v v v v v v v v v v




At Indiana University and the University of Southern California, among their strongest elements
v v v v v v v v v v v v




are their business schools and their Operations Management programs (of course).Both also
v v v v v v v v v v v v v




have very dedicated alumni networks. A weak element of Indiana University is its weak football
v v v v v v v v v v v v v v v




program; for USC, weak elements are on-campus parking and housing.
v v v v v v v v v v




3. What service industry has impressed you the most with its innovativeness?
v v v v v v v v v v




Our vote goes to cruise lines which have introduced such onboard innovations as wave
v v v v v v v v v v v v v




machines for belly boarding and rock climbing walls, as well as all sorts of other amenities to
v v v v v v v v v v v v v v v v v




keep cruisers involved. The industry is doing record business as well.
v v v v v v v v v v v




Some of the standout companies in less innovative industries are Bank of America (has a
v v v v v v v v v v v v v v




formalized research program to try out new customer services/amenities such as video screensin
v v v v v v v v v v v v v v




next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,
v v v v v v v v v v v v v




JetBlue Airlines, and Progressive Insurance (discussed later in the book).
v v v v v v v v v v




4. What is product-service bundling and what are the benefits to customers?
v v v v v v v v v v




Product-service bundling is adding Value-added services to a firm’s product offerings to create v v v v v v v v v v v v




more value for the customer. This provides benefits in two areas. First, this differentiates the
v v v v v v v v v v v v v v v




organization from the competition. Secondly, these services tie customers to the organizationin a
v v v v v v v v v v v v v v




positive way. Alternatively, bundling can also involve adding products to a service, for example,
v v v v v v v v v v v v v v




adding the sale of convenience items and snacks at a hotel.
v v v v v v v v v v v




5. What is the difference between a service and a good?
v v v v v v v v v




A service is an intangible process (you can’t hold it in your hands), while a good is the physical
v v v v v v v v v v v v v v v v v v




output of a process.
v v v v




6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
v v v v v v v v v v v v




OSM major with several years of experience.
v v v v v v v




1-4