Operations and Supply Chain Management
xd xd xd xd
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
xd xd xd xd
TABLE OF CONTENTS xd xd
Chapter 1: Introduction
xd xd
Chapter 2: Strategy
xd xd
Chapter 3: Design of Products and Services
xd xd xd xd xd xd
Chapter 4: Projects
xd xd
Chapter 5: Strategic Capacity Management
xd xd xd xd
Chapter 6: Learning Curves
xd xd xd
Chapter 7: Manufacturing Processes
xd xd xd
Chapter 8: Facility Layout
xd xd xd
Chapter 9: Service Processes
xd xd xd
Chapter 10: Waiting Line Analysis and Simulation
xd xd xd xd xd xd
Chapter 11: Process Design and Analysis
xd xd xd xd xd
Chapter 12: Quality Management
xd xd xd
Chapter 13: Statistical Quality Control
xd xd xd xd
Chapter 14: Lean Supply Chains
xd xd xd xd
Chapter 15: Logistics and Distribution Management
xd xd xd xd xd
Chapter 16: Global Sourcing and Procurement
xd xd xd xd xd
Chapter 17: The Internet of Things and ERP
xd xd xd xd xd xd xd
Chapter 18: Forecasting
xd xd
Chapter 19: Sales and Operations Planning
xd xd xd xd xd
Chapter 20: Inventory Management
xd xd xd
Chapter 21: Material Requirements Planning
xd xd xd xd
Chapter 22: Workcenter Scheduling
xd xd xd
1-2
, Operations and Supply Chain Management xd xd xd xd
CHAPTER 1 xd
OPERATIONS AND SUPPLY CHAIN MANAGEMENT xd xd xd xd
Discussion Questions xd
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-
xd xd xd xd xd xd xd xd
return relationships in thefollowing systems:
xd xd xd xd xd
a. An airline
xd
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
x d xd xd xd xd xd xd xd
Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
xd xd xd xd xd xd xd xd xd xd xd xd
maintenance and repair xd xd
Deliver: Outbound and arriving passenger service, baggage handling Retu
xd xd xd xd xd xd xd xd
rn: Resolve any post-service issues such as lost or damaged luggage
xd xd xd xd xd xd xd xd xd xd
b. An automobile manufacturer
xd xd
Source: Suppliers of components and raw materials x d xd xd xd xd xd
Make: Manufacturing of vehicles and components or subassemblies to be sold as sparep
xd xd xd xd xd xd xd xd xd xd xd xd xd
arts
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesales
xd xd xd xd xd xd xd xd xd xd xd xd xd xd
ystem
Return: Warranty and recall repairs, trade-ins x d xd xd xd xd
c. A hospital
xd
Source: Medical supplies, cleaning services, disposal services, food services, qualifiedpers
xd xd xd xd xd xd xd xd xd xd
onnel
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
x d xd xd xd xd xd xd xd
Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
xd xd xd xd xd xd xd xd xd
Return: Billing errors, follow up visits xd xd xd xd xd
d. An insurance company
xd xd
Source: Supplies needed for the office, underwriters, legal authority to operate
x d xd xd xd xd xd xd xd xd xd
1-3
, Operations and Supply Chain Management xd xd xd xd
Make: Establish policy guidelines and pricing, field agent/representative and facility net
xd xd xd xd xd xd xd xd xd xd
work, develop Internet service capabilities, establish preferred vehicle repair servicenet
xd xd xd xd xd xd xd xd xd xd
work
Deliver: Meet with and advise clients, write policies, process and pay claimsR
xd xd xd xd xd xd xd xd xd xd xd xd
eturn: refund of overpayments x d xd xd
2. Define the service package of your college or university. What is its strongest element? What isits
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
weakest one? xd
The categories with examples are:
xd xd xd xd
Supporting facility - xd xd
location, buildings, labs, parking Facilitating goods –
xd xd xd xd xd xd xd
class schedules, computers, books, chalk
xd xd xd xd xd
Explicit services – xd xd
classes with qualified instructors, placement officesImplicit services –
xd xd xd xd xd xd xd xd xd
status and reputation (e.g., Ivy League schools)
xd xd xd xd xd xd xd
At Indiana University and the University of Southern California, among their strongest elemen
xd xd xd xd xd xd xd xd xd xd xd xd
ts are their business schools and their Operations Management programs (of course).Both als
xd xd xd xd xd xd xd xd xd xd xd xd xd
o have very dedicated alumni networks. A weak element of Indiana University is its weak footb
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
all program; for USC, weak elements are on-campus parking and housing.
xd xd xd xd xd xd xd xd xd xd
3. What service industry has impressed you the most with its innovativeness?
xd xd xd xd xd xd xd xd xd xd
Our vote goes to cruise lines which have introduced such onboard innovations as wave machin
xd xd xd xd xd xd xd xd xd xd xd xd xd xd
es for belly boarding and rock climbing walls, as well as all sorts of other amenities tokeep crui
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
sers involved. The industry is doing record business as well.
xd x d xd xd xd xd xd xd xd
Some of the standout companies in less innovative industries are Bank of America (has a formali
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
zed research program to try out new customer services/amenities such as video screensin next t
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
o teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,JetBlue Air
xd xd xd xd xd xd xd xd xd xd xd xd xd
lines, and Progressive Insurance (discussed later in the book).
xd xd xd xd xd xd xd xd
4. What is product-service bundling and what are the benefits to customers?
xd xd xd xd xd xd xd xd xd xd
Product-service bundling is adding Value- xd xd xd xd
added services to a firm’s product offerings to createmore value for the customer. This provides
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
benefits in two areas. First, this differentiates theorganization from the competition. Secondly, t
xd xd xd xd xd xd xd xd xd xd xd xd xd
hese services tie customers to the organizationin a positive way. Alternatively, bundling can als
xd xd xd xd xd xd xd xd xd xd xd xd xd xd
o involve adding products to a service, for example, adding the sale of convenience items and sn
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
acks at a hotel. xd xd xd
5. What is the difference between a service and a good?
xd xd xd xd xd xd xd xd xd
A service is an intangible process (you can’t hold it in your hands), while a good is the physicalou
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
tput of a process. xd xd xd
6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
xd xd xd xd xd xd xd xd xd xd xd xd xd
OSM major with several years of experience.
xd xd xd xd xd xd
1-4
xd xd xd xd
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
xd xd xd xd
TABLE OF CONTENTS xd xd
Chapter 1: Introduction
xd xd
Chapter 2: Strategy
xd xd
Chapter 3: Design of Products and Services
xd xd xd xd xd xd
Chapter 4: Projects
xd xd
Chapter 5: Strategic Capacity Management
xd xd xd xd
Chapter 6: Learning Curves
xd xd xd
Chapter 7: Manufacturing Processes
xd xd xd
Chapter 8: Facility Layout
xd xd xd
Chapter 9: Service Processes
xd xd xd
Chapter 10: Waiting Line Analysis and Simulation
xd xd xd xd xd xd
Chapter 11: Process Design and Analysis
xd xd xd xd xd
Chapter 12: Quality Management
xd xd xd
Chapter 13: Statistical Quality Control
xd xd xd xd
Chapter 14: Lean Supply Chains
xd xd xd xd
Chapter 15: Logistics and Distribution Management
xd xd xd xd xd
Chapter 16: Global Sourcing and Procurement
xd xd xd xd xd
Chapter 17: The Internet of Things and ERP
xd xd xd xd xd xd xd
Chapter 18: Forecasting
xd xd
Chapter 19: Sales and Operations Planning
xd xd xd xd xd
Chapter 20: Inventory Management
xd xd xd
Chapter 21: Material Requirements Planning
xd xd xd xd
Chapter 22: Workcenter Scheduling
xd xd xd
1-2
, Operations and Supply Chain Management xd xd xd xd
CHAPTER 1 xd
OPERATIONS AND SUPPLY CHAIN MANAGEMENT xd xd xd xd
Discussion Questions xd
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-
xd xd xd xd xd xd xd xd
return relationships in thefollowing systems:
xd xd xd xd xd
a. An airline
xd
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
x d xd xd xd xd xd xd xd
Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
xd xd xd xd xd xd xd xd xd xd xd xd
maintenance and repair xd xd
Deliver: Outbound and arriving passenger service, baggage handling Retu
xd xd xd xd xd xd xd xd
rn: Resolve any post-service issues such as lost or damaged luggage
xd xd xd xd xd xd xd xd xd xd
b. An automobile manufacturer
xd xd
Source: Suppliers of components and raw materials x d xd xd xd xd xd
Make: Manufacturing of vehicles and components or subassemblies to be sold as sparep
xd xd xd xd xd xd xd xd xd xd xd xd xd
arts
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesales
xd xd xd xd xd xd xd xd xd xd xd xd xd xd
ystem
Return: Warranty and recall repairs, trade-ins x d xd xd xd xd
c. A hospital
xd
Source: Medical supplies, cleaning services, disposal services, food services, qualifiedpers
xd xd xd xd xd xd xd xd xd xd
onnel
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
x d xd xd xd xd xd xd xd
Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
xd xd xd xd xd xd xd xd xd
Return: Billing errors, follow up visits xd xd xd xd xd
d. An insurance company
xd xd
Source: Supplies needed for the office, underwriters, legal authority to operate
x d xd xd xd xd xd xd xd xd xd
1-3
, Operations and Supply Chain Management xd xd xd xd
Make: Establish policy guidelines and pricing, field agent/representative and facility net
xd xd xd xd xd xd xd xd xd xd
work, develop Internet service capabilities, establish preferred vehicle repair servicenet
xd xd xd xd xd xd xd xd xd xd
work
Deliver: Meet with and advise clients, write policies, process and pay claimsR
xd xd xd xd xd xd xd xd xd xd xd xd
eturn: refund of overpayments x d xd xd
2. Define the service package of your college or university. What is its strongest element? What isits
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
weakest one? xd
The categories with examples are:
xd xd xd xd
Supporting facility - xd xd
location, buildings, labs, parking Facilitating goods –
xd xd xd xd xd xd xd
class schedules, computers, books, chalk
xd xd xd xd xd
Explicit services – xd xd
classes with qualified instructors, placement officesImplicit services –
xd xd xd xd xd xd xd xd xd
status and reputation (e.g., Ivy League schools)
xd xd xd xd xd xd xd
At Indiana University and the University of Southern California, among their strongest elemen
xd xd xd xd xd xd xd xd xd xd xd xd
ts are their business schools and their Operations Management programs (of course).Both als
xd xd xd xd xd xd xd xd xd xd xd xd xd
o have very dedicated alumni networks. A weak element of Indiana University is its weak footb
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
all program; for USC, weak elements are on-campus parking and housing.
xd xd xd xd xd xd xd xd xd xd
3. What service industry has impressed you the most with its innovativeness?
xd xd xd xd xd xd xd xd xd xd
Our vote goes to cruise lines which have introduced such onboard innovations as wave machin
xd xd xd xd xd xd xd xd xd xd xd xd xd xd
es for belly boarding and rock climbing walls, as well as all sorts of other amenities tokeep crui
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
sers involved. The industry is doing record business as well.
xd x d xd xd xd xd xd xd xd
Some of the standout companies in less innovative industries are Bank of America (has a formali
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
zed research program to try out new customer services/amenities such as video screensin next t
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
o teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,JetBlue Air
xd xd xd xd xd xd xd xd xd xd xd xd xd
lines, and Progressive Insurance (discussed later in the book).
xd xd xd xd xd xd xd xd
4. What is product-service bundling and what are the benefits to customers?
xd xd xd xd xd xd xd xd xd xd
Product-service bundling is adding Value- xd xd xd xd
added services to a firm’s product offerings to createmore value for the customer. This provides
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
benefits in two areas. First, this differentiates theorganization from the competition. Secondly, t
xd xd xd xd xd xd xd xd xd xd xd xd xd
hese services tie customers to the organizationin a positive way. Alternatively, bundling can als
xd xd xd xd xd xd xd xd xd xd xd xd xd xd
o involve adding products to a service, for example, adding the sale of convenience items and sn
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
acks at a hotel. xd xd xd
5. What is the difference between a service and a good?
xd xd xd xd xd xd xd xd xd
A service is an intangible process (you can’t hold it in your hands), while a good is the physicalou
xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd xd
tput of a process. xd xd xd
6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
xd xd xd xd xd xd xd xd xd xd xd xd xd
OSM major with several years of experience.
xd xd xd xd xd xd
1-4
