SOLUTION MANUAL Operations and Supply Chain Management,16th Edition by Jacobs and Chase all Chapters 1-22

Operations and Supply Chain Management
e e e e




SOLUTION MANUAL
Operations and Supply Chain Management,16th Edition
by Jacobs and Chase all Chapters 1-22




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, Operations and Supply Chain Management
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• TABLE OF CONTENTS
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Chaptere1:eIntroduction

Chaptere2:eStrategy

Chaptere3:eDesigneofeProductseandeServices

Chaptere4:eProjects

Chaptere5:eStrategiceCapacityeManagement

Chaptere6:eLearningeCurves

Chaptere7:eManufacturingeProcesses

Chaptere8:eFacilityeLayout

Chaptere9:eServiceeProcesses

Chaptere10:eWaitingeLineeAnalysiseandeSimulation

Chaptere11:eProcesseDesigneandeAnalysis

Chaptere12:eQualityeManagement

Chaptere13:eStatisticaleQualityeControl

Chaptere14:eLeaneSupplyeChains

Chaptere15:eLogisticseandeDistributioneManagement

Chaptere16:eGlobaleSourcingeandeProcurement

Chaptere17:eTheeInterneteofeThingseandeERP

Chaptere18:eForecasting

Chaptere19:eSaleseandeOperationsePlanning

Chaptere20:eInventoryeManagement

Chaptere21:eMaterialeRequirementsePlanning
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, Operations and Supply Chain Management
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Chaptere22:eWorkcentereScheduling




CHAPTER 1 e




OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussioneQuestions
1. UsingeExhibite1.3easeaemodel,edescribeetheesource-make-deliver-
returnerelationshipseinetheefollowingesystems:

a. Aneairline
Source:e Aircraftemanufacturer,ein-flightefood,erepaireparts,ecomputeresystems
Make:eAircrafteandeflightecrewescheduling,egroundeserviceseprovidedeateairports,eai
rcraftemaintenanceeanderepair
Deliver:eOutboundeandearrivingepassengereservice,ebaggageehandlin
geReturn:eResolveeanyepost-
serviceeissuesesucheaselosteoredamagedeluggage

b. Aneautomobileemanufacturer
Source:e Supplierseofecomponentseanderawematerials
Make:eManufacturingeofevehicleseandecomponentseoresubassembliesetoebeesoldeas
espareeparts

Deliver:eDeliveryetoeandesalesefromedealerships,edeliveryeofespareepartsetoetheewho
lesaleesystem
Return:e Warrantyeanderecallerepairs,etrade-ins

c. Aehospital
Source:eMedicalesupplies,ecleaningeservices,edisposaleservices,efoodeservices,equalif
iedepersonnel
Make:e Inpatienterooms,eoutpatienteclinics,eemergencyeroom,eoperatingerooms
Deliver:eSchedulingepatients,eprovidingetreatment,eambulanceeservice,efamilyecou
nselingeReturn:eBillingeerrors,efolloweupevisits

d. Aneinsuranceecompany
Source:e Supplieseneededeforetheeoffice,eunderwriters,elegaleauthorityetoeoperate




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, Operations and Supply Chain Management
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Make:eEstablishepolicyeguidelineseandepricing,efieldeagent/representativeeandefaci
lityenetwork,edevelopeInterneteserviceecapabilities,eestablishepreferredevehicleerep
aireserviceenetwork
Deliver:eMeetewitheandeadviseeclients,ewriteepolicies,eprocesseandepayecl
aimseReturn:e refundeofeoverpayments


2. Defineetheeserviceepackageeofeyourecollegeeoreuniversity.eWhateiseitsestrongesteelement?eW
hateiseitseweakesteone?

Theecategoriesewitheexampleseare:
Supportingefacilitye-
elocation,ebuildings,elabs,eparkingeFacilitatingegoodse–

eclasseschedules,ecomputers,ebooks,echalk

Expliciteservicese–
eclassesewithequalifiedeinstructors,eplacementeofficeseImpliciteservi

cese–estatuseandereputatione(e.g.,eIvyeLeagueeschools)

AteIndianaeUniversityeandetheeUniversityeofeSoutherneCalifornia,eamongetheirestrongest
eelementseareetheirebusiness eschoolseandetheireOperationseManagementeprogramse(ofe

course).eBothealsoehaveeveryededicatedealumnienetworks.eAeweakeelementeofeIndianaeUn
iversityeiseitseweakefootballeprogram;eforeUSC,eweakeelementseareeon-
campuseparkingeandehousing.

3. Whateserviceeindustryehaseimpressedeyouetheemostewitheitseinnovativeness?

Ourevoteegoesetoecruiseelinesewhichehaveeintroducedesucheonboardeinnovationseasewav
eemachineseforebellyeboardingeanderockeclimbingewalls,easewelleaseallesortseofeothereame
nitiesetoekeepecruiserseinvolved.e Theeindustryeisedoingerecordebusinesseasewell.

SomeeofetheestandoutecompanieseinelesseinnovativeeindustrieseareeBankeofeAmericae(hase
aeformalizederesearcheprogrametoetryeoutenewecustomereservices/amenitiesesucheasevide
oescreenseinenextetoetellerelines),eIntuite(e.g.,eputtingeQuickenemoneyemanagementesoftwa
reeonline),eIkea,eJetBlueeAirlines,eandeProgressiveeInsurancee(discussedelatereinetheebook).

4. Whateiseproduct-serviceebundlingeandewhateareetheebenefitsetoecustomers?

Product-serviceebundlingeiseaddingeValue-
addedeservicesetoeaefirm’seproducteofferingsetoecreateemoreevalueeforetheecustomer.eThise
providesebenefitseinetwoeareas.eFirst,ethisedifferentiatesetheeorganizationefrometheecompe
tition.eSecondly,etheseeservicesetieecustomersetoetheeorganizationeineaepositiveeway.eAlter
natively,ebundlingecanealsoeinvolveeaddingeproductsetoeaeservice,eforeexample,eaddingeth
eesaleeofeconvenienceeitemseandesnackseateaehotel.

5. Whateisetheedifferenceebetweeneaeserviceeandeaegood?

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