SOLUTION MANUAL n
Operations and Supply Chain Management, 16th Editionb
n n n n n n n
y F. Robert Jacobs and Richard Chase
n n n n n n
Chapters 1 - 22 | Complete
n n n n n n
, TABLE OF CONTENTS
n n
Chaptern1:nIntroduction
Chaptern2:nStrategy
Chaptern3:nDesignnofnProductsnandnServicesn
Chaptern4:nProjects
Chaptern5:nStrategicnCapacitynManagementn
Chaptern6:nLearningnCurves
Chaptern7:nManufacturingnProcessesn
Chaptern8:nFacilitynLayout
Chaptern9:nServicenProcesses
Chaptern10:nWaitingnLinenAnalysisnandnSimulationn
Chaptern 11:n Processn Designn andn AnalysisnChapte
rn12:nQualitynManagement
Chaptern13:nStatisticalnQualitynControln
Chaptern14:nLeannSupplynChains
Chaptern15:nLogisticsnandnDistributionnManagementn
Chaptern16:nGlobalnSourcingnandnProcurementnChap
tern 17:n ThenInternetn ofnThingsn andn ERPnChaptern18:nF
orecasting
Chaptern19:nSalesnandnOperationsnPlanningn
Chaptern20:n InventorynManagementnChapte
rn21:nMaterialnRequirementsnPlanning
,Chaptern22:nWorkcenternScheduling
CHAPTER 1 n
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
n n n n
DiscussionnQuestions
1. UsingnExhibitn1.3nasnanmodel,ndescribenthensource-make-deliver-
returnnrelationshipsninnthefollowingnsystems:
a. Annairline
Source:nAircraftnmanufacturer,nin-
flightnfood,nrepairnparts,ncomputernsystemsnMake:nAircraftnandnflightncrewnscheduli
ng,ngroundnservicesnprovidednatnairports,
aircraftmaintenancen andnrepair
Deliver:nOutboundnandnarrivingnpassengernservice,nbaggagenhandli
ngnReturn:nResolvenanynpost-
servicenissuesnsuchnasnlostnorndamagednluggage
b. Annautomobilenmanufacturer
Source:n Suppliersnofncomponentsnandnrawnmaterials
Make:nManufacturingnofnvehiclesnandncomponentsnornsubassembliesntonbensoldna
snspareparts
Deliver:nDeliveryntonandnsalesnfromndealerships,ndeliverynofnsparenpartsntonthenw
holesalesystem
Return:n Warrantynandnrecallnrepairs,ntrade-ins
c. Anhospital
Source:nMedicalnsupplies,ncleaningnservices,ndisposalnservices,nfoodnservices,n
qualifiedpersonnel
Make:nInpatientnrooms,noutpatientnclinics,nemergencynroom,noperatingnroomsn
Deliver:nSchedulingnpatients,nprovidingntreatment,nambulancenservice,nfamilync
ounselingReturn:nBillingnerrors,nfollownupnvisits
d. Anninsurancencompany
Source:n Suppliesnneedednfornthenoffice,nunderwriters,nlegalnauthorityntonoperate
, Make:nEstablishnpolicynguidelinesnandnpricing,nfieldnagent/representativenandnfaci
litynnetwork,ndevelopnInternetnservicencapabilities,nestablishnpreferrednvehiclenrep
airnservicenetwork
Deliver:nMeetnwithnandnadvisenclients,nwritenpolicies,nprocessnandnpaynclaimsRet
urn:n refundnofnoverpayments
2. Definenthenservicenpackagenofnyourncollegenornuniversity.nWhatnisnitsnstrongestnelement?n
Whatnisitsnweakestnone?
Thencategoriesnwithnexamplesnare:
Supportingnfacilityn-
nlocation,nbuildings,nlabs,n parking nFacilitatingngoodsn–
nclassnschedules,ncomputers,nbooks,n chalk
Explicitnservicesn–
nclassesnwithnqualifiedninstructors,nplacementnofficesImplicitnser
vicesn–nstatusnandnreputationn(e.g.,nIvynLeaguenschools)
AtnIndiananUniversitynandnthenUniversitynofnSouthernnCalifornia,namongntheirnstrong
estnelementsnarentheirnbusinessnschoolsnandntheirnOperationsnManagementnprogram
sn(ofncourse).Bothnalsonhavenveryndedicatednalumninnetworks.nAnweaknelementnofnIndi
ananUniversitynisnitsnweaknfootballnprogram;nfornUSC,nweaknelementsnarenon-
campusnparkingnandnhousing.
3. Whatnservicenindustrynhasnimpressednyounthenmostnwithnitsninnovativeness?
Ournvotengoesntoncruisenlinesnwhichnhavenintroducednsuchnonboardninnovationsnasnw
avenmachinesnfornbellynboardingnandnrocknclimbingnwalls,nasnwellnasnallnsortsnofnothern
amenitiesntokeepncruisersninvolved.n Thenindustrynisndoingnrecordnbusinessnasnwell.
SomenofnthenstandoutncompaniesninnlessninnovativenindustriesnarenBanknofnAmerican(hasnan
formalizednresearchnprogramntontrynoutnnewncustomernservices/amenitiesnsuchnasnvideons
creensinnnextntontellernlines),nIntuitn(e.g.,nputtingnQuickennmoneynmanagementnsoftwaren
online),nIkea,JetBluenAirlines,nandnProgressivenInsurancen(discussednlaterninnthenbook).
4. Whatnisnproduct-servicenbundlingnandnwhatnarenthenbenefitsntoncustomers?
Product-servicenbundlingnisnaddingnValue-
addednservicesntonanfirm’snproductnofferingsntoncreatemorenvaluenfornthencustomer.nThisn
providesnbenefitsninntwonareas.nFirst,nthisndifferentiatesntheorganizationnfromnthencomp
etition.nSecondly,nthesenservicesntiencustomersntonthenorganizationinnanpositivenway.nAlt
ernatively,nbundlingncannalsoninvolvenaddingnproductsntonanservice,nfornexample,nadding
nthensalenofnconvenience nitemsnandnsnacksnatnanhotel.
Operations and Supply Chain Management, 16th Editionb
n n n n n n n
y F. Robert Jacobs and Richard Chase
n n n n n n
Chapters 1 - 22 | Complete
n n n n n n
, TABLE OF CONTENTS
n n
Chaptern1:nIntroduction
Chaptern2:nStrategy
Chaptern3:nDesignnofnProductsnandnServicesn
Chaptern4:nProjects
Chaptern5:nStrategicnCapacitynManagementn
Chaptern6:nLearningnCurves
Chaptern7:nManufacturingnProcessesn
Chaptern8:nFacilitynLayout
Chaptern9:nServicenProcesses
Chaptern10:nWaitingnLinenAnalysisnandnSimulationn
Chaptern 11:n Processn Designn andn AnalysisnChapte
rn12:nQualitynManagement
Chaptern13:nStatisticalnQualitynControln
Chaptern14:nLeannSupplynChains
Chaptern15:nLogisticsnandnDistributionnManagementn
Chaptern16:nGlobalnSourcingnandnProcurementnChap
tern 17:n ThenInternetn ofnThingsn andn ERPnChaptern18:nF
orecasting
Chaptern19:nSalesnandnOperationsnPlanningn
Chaptern20:n InventorynManagementnChapte
rn21:nMaterialnRequirementsnPlanning
,Chaptern22:nWorkcenternScheduling
CHAPTER 1 n
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
n n n n
DiscussionnQuestions
1. UsingnExhibitn1.3nasnanmodel,ndescribenthensource-make-deliver-
returnnrelationshipsninnthefollowingnsystems:
a. Annairline
Source:nAircraftnmanufacturer,nin-
flightnfood,nrepairnparts,ncomputernsystemsnMake:nAircraftnandnflightncrewnscheduli
ng,ngroundnservicesnprovidednatnairports,
aircraftmaintenancen andnrepair
Deliver:nOutboundnandnarrivingnpassengernservice,nbaggagenhandli
ngnReturn:nResolvenanynpost-
servicenissuesnsuchnasnlostnorndamagednluggage
b. Annautomobilenmanufacturer
Source:n Suppliersnofncomponentsnandnrawnmaterials
Make:nManufacturingnofnvehiclesnandncomponentsnornsubassembliesntonbensoldna
snspareparts
Deliver:nDeliveryntonandnsalesnfromndealerships,ndeliverynofnsparenpartsntonthenw
holesalesystem
Return:n Warrantynandnrecallnrepairs,ntrade-ins
c. Anhospital
Source:nMedicalnsupplies,ncleaningnservices,ndisposalnservices,nfoodnservices,n
qualifiedpersonnel
Make:nInpatientnrooms,noutpatientnclinics,nemergencynroom,noperatingnroomsn
Deliver:nSchedulingnpatients,nprovidingntreatment,nambulancenservice,nfamilync
ounselingReturn:nBillingnerrors,nfollownupnvisits
d. Anninsurancencompany
Source:n Suppliesnneedednfornthenoffice,nunderwriters,nlegalnauthorityntonoperate
, Make:nEstablishnpolicynguidelinesnandnpricing,nfieldnagent/representativenandnfaci
litynnetwork,ndevelopnInternetnservicencapabilities,nestablishnpreferrednvehiclenrep
airnservicenetwork
Deliver:nMeetnwithnandnadvisenclients,nwritenpolicies,nprocessnandnpaynclaimsRet
urn:n refundnofnoverpayments
2. Definenthenservicenpackagenofnyourncollegenornuniversity.nWhatnisnitsnstrongestnelement?n
Whatnisitsnweakestnone?
Thencategoriesnwithnexamplesnare:
Supportingnfacilityn-
nlocation,nbuildings,nlabs,n parking nFacilitatingngoodsn–
nclassnschedules,ncomputers,nbooks,n chalk
Explicitnservicesn–
nclassesnwithnqualifiedninstructors,nplacementnofficesImplicitnser
vicesn–nstatusnandnreputationn(e.g.,nIvynLeaguenschools)
AtnIndiananUniversitynandnthenUniversitynofnSouthernnCalifornia,namongntheirnstrong
estnelementsnarentheirnbusinessnschoolsnandntheirnOperationsnManagementnprogram
sn(ofncourse).Bothnalsonhavenveryndedicatednalumninnetworks.nAnweaknelementnofnIndi
ananUniversitynisnitsnweaknfootballnprogram;nfornUSC,nweaknelementsnarenon-
campusnparkingnandnhousing.
3. Whatnservicenindustrynhasnimpressednyounthenmostnwithnitsninnovativeness?
Ournvotengoesntoncruisenlinesnwhichnhavenintroducednsuchnonboardninnovationsnasnw
avenmachinesnfornbellynboardingnandnrocknclimbingnwalls,nasnwellnasnallnsortsnofnothern
amenitiesntokeepncruisersninvolved.n Thenindustrynisndoingnrecordnbusinessnasnwell.
SomenofnthenstandoutncompaniesninnlessninnovativenindustriesnarenBanknofnAmerican(hasnan
formalizednresearchnprogramntontrynoutnnewncustomernservices/amenitiesnsuchnasnvideons
creensinnnextntontellernlines),nIntuitn(e.g.,nputtingnQuickennmoneynmanagementnsoftwaren
online),nIkea,JetBluenAirlines,nandnProgressivenInsurancen(discussednlaterninnthenbook).
4. Whatnisnproduct-servicenbundlingnandnwhatnarenthenbenefitsntoncustomers?
Product-servicenbundlingnisnaddingnValue-
addednservicesntonanfirm’snproductnofferingsntoncreatemorenvaluenfornthencustomer.nThisn
providesnbenefitsninntwonareas.nFirst,nthisndifferentiatesntheorganizationnfromnthencomp
etition.nSecondly,nthesenservicesntiencustomersntonthenorganizationinnanpositivenway.nAlt
ernatively,nbundlingncannalsoninvolvenaddingnproductsntonanservice,nfornexample,nadding
nthensalenofnconvenience nitemsnandnsnacksnatnanhotel.
