Operations and Supply Chain Management
g g g g
SOLUTION MANUAL
Operations and Supply Chain Management,
16th Edition by Jacobs and Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
g g g g
TABLE OF CONTENTS
g g
Chapterg1:gIntroduction
Chapterg2:gStrategy
Chapterg3:gDesigngofgProductsgandgServices
Chapterg4:gProjects
Chapterg5:gStrategicgCapacitygManagement
Chapterg6:gLearninggCurves
Chapterg7:gManufacturinggProcesses
Chapterg8:gFacilitygLayout
Chapterg9:gServicegProcesses
Chapterg10:gWaitinggLinegAnalysisgandgSimulation
Chapterg11:gProcessgDesigngandgAnalysis
Chapterg12:gQualitygManagement
Chapterg13:gStatisticalgQualitygControl
Chapterg14:gLeangSupplygChains
Chapterg15:gLogisticsgandgDistributiongManagement
Chapterg16:gGlobalgSourcinggandgProcurement
Chapterg17:gThegInternetgofgThingsgandgERP
Chapterg18:gForecasting
Chapterg19:gSalesgandgOperationsgPlanning
Chapterg20:gInventorygManagement
Chapterg21:gMaterialgRequirementsgPlanning
Chapterg22:gWorkcentergScheduling
1-2
, Operations and Supply Chain Management
g g g g
CHAPTER 1 g
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
g g g g
DiscussiongQuestions
1. UsinggExhibitg1.3gasgagmodel,gdescribegthegsource-make-deliver-
returngrelationshipsgingthegfollowinggsystems:
a. Angairline
Source:g Aircraftgmanufacturer,gin-flightgfood,grepairgparts,gcomputergsystems
Make:gAircraftgandgflightgcrewgscheduling,ggroundgservicesgprovidedgatgairports,gai
rcraftgmaintenancegandgrepair
Deliver:gOutboundgandgarrivinggpassengergservice,gbaggageghandlin
ggReturn:gResolveganygpost-
servicegissuesgsuchgasglostgorgdamagedgluggage
b. Angautomobilegmanufacturer
Source:g Suppliersgofgcomponentsgandgrawgmaterials
Make:gManufacturinggofgvehiclesgandgcomponentsgorgsubassembliesgtogbegsoldgasg
sparegparts
Deliver:gDeliverygtogandgsalesgfromgdealerships,gdeliverygofgsparegpartsgtogthegwh
olesalegsystem
Return:g Warrantygandgrecallgrepairs,gtrade-ins
c. Aghospital
Source:gMedicalgsupplies,gcleaninggservices,gdisposalgservices,gfoodgservices,gquali
fiedgpersonnel
Make:g Inpatientgrooms,goutpatientgclinics,gemergencygroom,goperatinggrooms
Deliver:gSchedulinggpatients,gprovidinggtreatment,gambulancegservice,gfamilygcou
nselinggReturn:gBillinggerrors,gfollowgupgvisits
d. Anginsurancegcompany
Source:g Suppliesgneededgforgthegoffice,gunderwriters,glegalgauthoritygtogoperate
1-3
, Operations and Supply Chain Management
g g g g
Make:gEstablishgpolicygguidelinesgandgpricing,gfieldgagent/representativegandgfacil
itygnetwork,gdevelopgInternetgservicegcapabilities,gestablishgpreferredgvehiclegrep
airgservicegnetwork
Deliver:gMeetgwithgandgadvisegclients,gwritegpolicies,gprocessgandgpaygc
laimsgReturn:g refundgofgoverpayments
2. Definegthegservicegpackagegofgyourgcollegegorguniversity.gWhatgisgitsgstrongestgelement?gW
hatgisgitsgweakestgone?
Thegcategoriesgwithgexamplesgare:
Supportinggfacilityg-
glocation,gbuildings,glabs,gparkinggFacilitatingggoodsg–
gclassgschedules,gcomputers,gbooks,gchalk
Explicitgservicesg–
gclassesgwithgqualifiedginstructors,gplacementgofficesgImplicitgserv
icesg–gstatusgandgreputationg(e.g.,gIvygLeaguegschools)
AtgIndianagUniversitygandgthegUniversitygofgSoutherngCalifornia,gamonggtheirgstrongest
gelementsgaregtheirgbusinessgschoolsgandgtheirgOperationsgManagementgprogramsg(ofgc
ourse).gBothgalsoghavegverygdedicatedgalumnignetworks.gAgweakgelementgofgIndianagUni
versitygisgitsgweakgfootballgprogram;gforgUSC,gweakgelementsgaregon-
campusgparkinggandghousing.
3. Whatgservicegindustryghasgimpressedgyougthegmostgwithgitsginnovativeness?
Ourgvoteggoesgtogcruiseglinesgwhichghavegintroducedgsuchgonboardginnovationsgasgwav
egmachinesgforgbellygboardinggandgrockgclimbinggwalls,gasgwellgasgallgsortsgofgothergame
nitiesgtogkeepgcruisersginvolved.g Thegindustrygisgdoinggrecordgbusinessgasgwell.
SomegofgthegstandoutgcompaniesginglessginnovativegindustriesgaregBankgofgAmericag(hasg
agformalizedgresearchgprogramgtogtrygoutgnewgcustomergservices/amenitiesgsuchgasgvide
ogscreensgingnextgtogtellerglines),gIntuitg(e.g.,gputtinggQuickengmoneygmanagementgsoftw
aregonline),gIkea,gJetBluegAirlines,gandgProgressivegInsuranceg(discussedglatergingthegbook
).
4. Whatgisgproduct-servicegbundlinggandgwhatgaregthegbenefitsgtogcustomers?
Product-servicegbundlinggisgaddinggValue-
addedgservicesgtogagfirm’sgproductgofferingsgtogcreategmoregvaluegforgthegcustomer.gThisg
providesgbenefitsgingtwogareas.gFirst,gthisgdifferentiatesgthegorganizationgfromgthegcompe
tition.gSecondly,gthesegservicesgtiegcustomersgtogthegorganizationgingagpositivegway.gAlter
natively,gbundlinggcangalsoginvolvegaddinggproductsgtogagservice,gforgexample,gaddinggth
egsalegofgconveniencegitemsgandgsnacksgatgaghotel.
5. Whatgisgthegdifferencegbetweengagservicegandgaggood?
Agservicegisgangintangiblegprocessg(yougcan’tgholdgitgingyourghands),gwhilegaggoodgisgthegp
hysicalgoutputgofgagprocess.
1-4
g g g g
SOLUTION MANUAL
Operations and Supply Chain Management,
16th Edition by Jacobs and Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
g g g g
TABLE OF CONTENTS
g g
Chapterg1:gIntroduction
Chapterg2:gStrategy
Chapterg3:gDesigngofgProductsgandgServices
Chapterg4:gProjects
Chapterg5:gStrategicgCapacitygManagement
Chapterg6:gLearninggCurves
Chapterg7:gManufacturinggProcesses
Chapterg8:gFacilitygLayout
Chapterg9:gServicegProcesses
Chapterg10:gWaitinggLinegAnalysisgandgSimulation
Chapterg11:gProcessgDesigngandgAnalysis
Chapterg12:gQualitygManagement
Chapterg13:gStatisticalgQualitygControl
Chapterg14:gLeangSupplygChains
Chapterg15:gLogisticsgandgDistributiongManagement
Chapterg16:gGlobalgSourcinggandgProcurement
Chapterg17:gThegInternetgofgThingsgandgERP
Chapterg18:gForecasting
Chapterg19:gSalesgandgOperationsgPlanning
Chapterg20:gInventorygManagement
Chapterg21:gMaterialgRequirementsgPlanning
Chapterg22:gWorkcentergScheduling
1-2
, Operations and Supply Chain Management
g g g g
CHAPTER 1 g
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
g g g g
DiscussiongQuestions
1. UsinggExhibitg1.3gasgagmodel,gdescribegthegsource-make-deliver-
returngrelationshipsgingthegfollowinggsystems:
a. Angairline
Source:g Aircraftgmanufacturer,gin-flightgfood,grepairgparts,gcomputergsystems
Make:gAircraftgandgflightgcrewgscheduling,ggroundgservicesgprovidedgatgairports,gai
rcraftgmaintenancegandgrepair
Deliver:gOutboundgandgarrivinggpassengergservice,gbaggageghandlin
ggReturn:gResolveganygpost-
servicegissuesgsuchgasglostgorgdamagedgluggage
b. Angautomobilegmanufacturer
Source:g Suppliersgofgcomponentsgandgrawgmaterials
Make:gManufacturinggofgvehiclesgandgcomponentsgorgsubassembliesgtogbegsoldgasg
sparegparts
Deliver:gDeliverygtogandgsalesgfromgdealerships,gdeliverygofgsparegpartsgtogthegwh
olesalegsystem
Return:g Warrantygandgrecallgrepairs,gtrade-ins
c. Aghospital
Source:gMedicalgsupplies,gcleaninggservices,gdisposalgservices,gfoodgservices,gquali
fiedgpersonnel
Make:g Inpatientgrooms,goutpatientgclinics,gemergencygroom,goperatinggrooms
Deliver:gSchedulinggpatients,gprovidinggtreatment,gambulancegservice,gfamilygcou
nselinggReturn:gBillinggerrors,gfollowgupgvisits
d. Anginsurancegcompany
Source:g Suppliesgneededgforgthegoffice,gunderwriters,glegalgauthoritygtogoperate
1-3
, Operations and Supply Chain Management
g g g g
Make:gEstablishgpolicygguidelinesgandgpricing,gfieldgagent/representativegandgfacil
itygnetwork,gdevelopgInternetgservicegcapabilities,gestablishgpreferredgvehiclegrep
airgservicegnetwork
Deliver:gMeetgwithgandgadvisegclients,gwritegpolicies,gprocessgandgpaygc
laimsgReturn:g refundgofgoverpayments
2. Definegthegservicegpackagegofgyourgcollegegorguniversity.gWhatgisgitsgstrongestgelement?gW
hatgisgitsgweakestgone?
Thegcategoriesgwithgexamplesgare:
Supportinggfacilityg-
glocation,gbuildings,glabs,gparkinggFacilitatingggoodsg–
gclassgschedules,gcomputers,gbooks,gchalk
Explicitgservicesg–
gclassesgwithgqualifiedginstructors,gplacementgofficesgImplicitgserv
icesg–gstatusgandgreputationg(e.g.,gIvygLeaguegschools)
AtgIndianagUniversitygandgthegUniversitygofgSoutherngCalifornia,gamonggtheirgstrongest
gelementsgaregtheirgbusinessgschoolsgandgtheirgOperationsgManagementgprogramsg(ofgc
ourse).gBothgalsoghavegverygdedicatedgalumnignetworks.gAgweakgelementgofgIndianagUni
versitygisgitsgweakgfootballgprogram;gforgUSC,gweakgelementsgaregon-
campusgparkinggandghousing.
3. Whatgservicegindustryghasgimpressedgyougthegmostgwithgitsginnovativeness?
Ourgvoteggoesgtogcruiseglinesgwhichghavegintroducedgsuchgonboardginnovationsgasgwav
egmachinesgforgbellygboardinggandgrockgclimbinggwalls,gasgwellgasgallgsortsgofgothergame
nitiesgtogkeepgcruisersginvolved.g Thegindustrygisgdoinggrecordgbusinessgasgwell.
SomegofgthegstandoutgcompaniesginglessginnovativegindustriesgaregBankgofgAmericag(hasg
agformalizedgresearchgprogramgtogtrygoutgnewgcustomergservices/amenitiesgsuchgasgvide
ogscreensgingnextgtogtellerglines),gIntuitg(e.g.,gputtinggQuickengmoneygmanagementgsoftw
aregonline),gIkea,gJetBluegAirlines,gandgProgressivegInsuranceg(discussedglatergingthegbook
).
4. Whatgisgproduct-servicegbundlinggandgwhatgaregthegbenefitsgtogcustomers?
Product-servicegbundlinggisgaddinggValue-
addedgservicesgtogagfirm’sgproductgofferingsgtogcreategmoregvaluegforgthegcustomer.gThisg
providesgbenefitsgingtwogareas.gFirst,gthisgdifferentiatesgthegorganizationgfromgthegcompe
tition.gSecondly,gthesegservicesgtiegcustomersgtogthegorganizationgingagpositivegway.gAlter
natively,gbundlinggcangalsoginvolvegaddinggproductsgtogagservice,gforgexample,gaddinggth
egsalegofgconveniencegitemsgandgsnacksgatgaghotel.
5. Whatgisgthegdifferencegbetweengagservicegandgaggood?
Agservicegisgangintangiblegprocessg(yougcan’tgholdgitgingyourghands),gwhilegaggoodgisgthegp
hysicalgoutputgofgagprocess.
1-4
