OperationsjandjSupplyjChainjManagement
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, OperationsjandjSupplyjChainjManagement
TABLEjOFjCONTENTS
Chapterj1:jIntroduction
Chapterj2:jStrategy
Chapterj3:jDesignjofjProductsjandjServices
Chapterj4:jProjects
Chapterj5:jStrategicjCapacityjManagement
Chapterj6:jLearningjCurves
Chapterj7:jManufacturingjProcesses
Chapterj8:jFacilityjLayout
Chapterj9:jServicejProcesses
Chapterj10:jWaitingjLinejAnalysisjandjSimulation
Chapterj11:jProcessjDesignjandjAnalysis
Chapterj12:jQualityjManagement
Chapterj13:jStatisticaljQualityjControl
Chapterj14:jLeanjSupplyjChains
Chapterj15:jLogisticsjandjDistributionjManagement
Chapterj16:jGlobaljSourcingjandjProcurement
Chapterj17:jThejInternetjofjThingsjandjERP
Chapterj18:jForecasting
Chapterj19:jSalesjandjOperationsjPlanning
Chapterj20:jInventoryjManagement
Chapterj21:jMaterialjRequirementsjPlanning
Chapterj22:jWorkcenterjScheduling
1-2
, OperationsjandjSupplyjChainjManagement
CHAPTERj1
OPERATIONSjANDjSUPPLYjCHAINjMANAGEMENT
DiscussionjQuestions
1. UsingjExhibitj1.3jasjajmodel,jdescribejthejsource-make-deliver-
returnjrelationshipsjinjthejfollowingjsystems:
a. Anjairline
Source:j Aircraftjmanufacturer,jin-flightjfood,jrepairjparts,jcomputerjsystems
Make:jAircraftjandjflightjcrewjscheduling,jgroundjservicesjprovidedjatjairports,jaircraf
tjmaintenancejandjrepair
Deliver:jOutboundjandjarrivingjpassengerjservice,jbaggagejhandlingjRet
urn:jResolvejanyjpost-servicejissuesjsuchjasjlostjorjdamagedjluggage
b. Anjautomobilejmanufacturer
Source:j Suppliersjofjcomponentsjandjrawjmaterials
Make:jManufacturingjofjvehiclesjandjcomponentsjorjsubassembliesjtojbejsoldjasjsparej
parts
Deliver:jDeliveryjtojandjsalesjfromjdealerships,jdeliveryjofjsparejpartsjtojthejwholesal
ejsystem
Return:j Warrantyjandjrecalljrepairs,jtrade-ins
c. Ajhospital
Source:jMedicaljsupplies,jcleaningjservices,jdisposaljservices,jfoodjservices,jqualifiedjpe
rsonnel
Make:j Inpatientjrooms,joutpatientjclinics,jemergencyjroom,joperatingjrooms
Deliver:jSchedulingjpatients,jprovidingjtreatment,jambulancejservice,jfamilyjcounselin
gjReturn:jBillingjerrors,jfollowjupjvisits
d. Anjinsurancejcompany
Source:j Suppliesjneededjforjthejoffice,junderwriters,jlegaljauthorityjtojoperate
1-3
, OperationsjandjSupplyjChainjManagement
Make:jEstablishjpolicyjguidelinesjandjpricing,jfieldjagent/representativejandjfacilityjn
etwork,jdevelopjInternetjservicejcapabilities,jestablishjpreferredjvehiclejrepairjservicej
network
Deliver:jMeetjwithjandjadvisejclients,jwritejpolicies,jprocessjandjpayjclaim
sjReturn:j refundjofjoverpayments
2. Definejthejservicejpackagejofjyourjcollegejorjuniversity.jWhatjisjitsjstrongestjelement?jWhatjisji
tsjweakestjone?
Thejcategoriesjwithjexamplesjare:
Supportingjfacilityj-
jlocation,jbuildings,jlabs,jparkingjFacilitatingjgoodsj–
jclassjschedules,jcomputers,jbooks,jchalk
Explicitjservicesj–
jclassesjwithjqualifiedjinstructors,jplacementjofficesjImplicitjservicesj
–jstatusjandjreputationj(e.g.,jIvyjLeaguejschools)
AtjIndianajUniversityjandjthejUniversityjofjSouthernjCalifornia,jamongjtheirjstrongestjelem
entsjarejtheirjbusinessjschoolsjandjtheirjOperationsjManagementjprogramsj(ofjcourse).jBot
hjalsojhavejveryjdedicatedjalumnijnetworks.jAjweakjelementjofjIndianajUniversityjisjitsjwea
kjfootballjprogram;jforjUSC,jweakjelementsjarejon-campusjparkingjandjhousing.
3. Whatjservicejindustryjhasjimpressedjyoujthejmostjwithjitsjinnovativeness?
Ourjvotejgoesjtojcruisejlinesjwhichjhavejintroducedjsuchjonboardjinnovationsjasjwavejmac
hinesjforjbellyjboardingjandjrockjclimbingjwalls,jasjwelljasjalljsortsjofjotherjamenitiesjtojkee
pjcruisersjinvolved.j Thejindustryjisjdoingjrecordjbusinessjasjwell.
SomejofjthejstandoutjcompaniesjinjlessjinnovativejindustriesjarejBankjofjAmericaj(hasjajform
alizedjresearchjprogramjtojtryjoutjnewjcustomerjservices/amenitiesjsuchjasjvideojscreensjinjn
extjtojtellerjlines),jIntuitj(e.g.,jputtingjQuickenjmoneyjmanagementjsoftwarejonline),jIkea,jJetB
luejAirlines,jandjProgressivejInsurancej(discussedjlaterjinjthejbook).
4. Whatjisjproduct-servicejbundlingjandjwhatjarejthejbenefitsjtojcustomers?
Product-servicejbundlingjisjaddingjValue-
addedjservicesjtojajfirm’sjproductjofferingsjtojcreatejmorejvaluejforjthejcustomer.jThisjprovid
esjbenefitsjinjtwojareas.jFirst,jthisjdifferentiatesjthejorganizationjfromjthejcompetition.jSecon
dly,jthesejservicesjtiejcustomersjtojthejorganizationjinjajpositivejway.jAlternatively,jbundlingj
canjalsojinvolvejaddingjproductsjtojajservice,jforjexample,jaddingjthejsalejofjconveniencejite
msjandjsnacksjatjajhotel.
5. Whatjisjthejdifferencejbetweenjajservicejandjajgood?
Ajservicejisjanjintangiblejprocessj(youjcan’tjholdjitjinjyourjhands),jwhilejajgoodjisjthejphysica
ljoutputjofjajprocess.
6. Lookjatjthejjobjpostingsjatjhttp://www.indeed.comjandjevaluatejthejopportunitiesjforja
njOSMjmajorjwithjseveraljyearsjofjexperience.
1-4
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, OperationsjandjSupplyjChainjManagement
TABLEjOFjCONTENTS
Chapterj1:jIntroduction
Chapterj2:jStrategy
Chapterj3:jDesignjofjProductsjandjServices
Chapterj4:jProjects
Chapterj5:jStrategicjCapacityjManagement
Chapterj6:jLearningjCurves
Chapterj7:jManufacturingjProcesses
Chapterj8:jFacilityjLayout
Chapterj9:jServicejProcesses
Chapterj10:jWaitingjLinejAnalysisjandjSimulation
Chapterj11:jProcessjDesignjandjAnalysis
Chapterj12:jQualityjManagement
Chapterj13:jStatisticaljQualityjControl
Chapterj14:jLeanjSupplyjChains
Chapterj15:jLogisticsjandjDistributionjManagement
Chapterj16:jGlobaljSourcingjandjProcurement
Chapterj17:jThejInternetjofjThingsjandjERP
Chapterj18:jForecasting
Chapterj19:jSalesjandjOperationsjPlanning
Chapterj20:jInventoryjManagement
Chapterj21:jMaterialjRequirementsjPlanning
Chapterj22:jWorkcenterjScheduling
1-2
, OperationsjandjSupplyjChainjManagement
CHAPTERj1
OPERATIONSjANDjSUPPLYjCHAINjMANAGEMENT
DiscussionjQuestions
1. UsingjExhibitj1.3jasjajmodel,jdescribejthejsource-make-deliver-
returnjrelationshipsjinjthejfollowingjsystems:
a. Anjairline
Source:j Aircraftjmanufacturer,jin-flightjfood,jrepairjparts,jcomputerjsystems
Make:jAircraftjandjflightjcrewjscheduling,jgroundjservicesjprovidedjatjairports,jaircraf
tjmaintenancejandjrepair
Deliver:jOutboundjandjarrivingjpassengerjservice,jbaggagejhandlingjRet
urn:jResolvejanyjpost-servicejissuesjsuchjasjlostjorjdamagedjluggage
b. Anjautomobilejmanufacturer
Source:j Suppliersjofjcomponentsjandjrawjmaterials
Make:jManufacturingjofjvehiclesjandjcomponentsjorjsubassembliesjtojbejsoldjasjsparej
parts
Deliver:jDeliveryjtojandjsalesjfromjdealerships,jdeliveryjofjsparejpartsjtojthejwholesal
ejsystem
Return:j Warrantyjandjrecalljrepairs,jtrade-ins
c. Ajhospital
Source:jMedicaljsupplies,jcleaningjservices,jdisposaljservices,jfoodjservices,jqualifiedjpe
rsonnel
Make:j Inpatientjrooms,joutpatientjclinics,jemergencyjroom,joperatingjrooms
Deliver:jSchedulingjpatients,jprovidingjtreatment,jambulancejservice,jfamilyjcounselin
gjReturn:jBillingjerrors,jfollowjupjvisits
d. Anjinsurancejcompany
Source:j Suppliesjneededjforjthejoffice,junderwriters,jlegaljauthorityjtojoperate
1-3
, OperationsjandjSupplyjChainjManagement
Make:jEstablishjpolicyjguidelinesjandjpricing,jfieldjagent/representativejandjfacilityjn
etwork,jdevelopjInternetjservicejcapabilities,jestablishjpreferredjvehiclejrepairjservicej
network
Deliver:jMeetjwithjandjadvisejclients,jwritejpolicies,jprocessjandjpayjclaim
sjReturn:j refundjofjoverpayments
2. Definejthejservicejpackagejofjyourjcollegejorjuniversity.jWhatjisjitsjstrongestjelement?jWhatjisji
tsjweakestjone?
Thejcategoriesjwithjexamplesjare:
Supportingjfacilityj-
jlocation,jbuildings,jlabs,jparkingjFacilitatingjgoodsj–
jclassjschedules,jcomputers,jbooks,jchalk
Explicitjservicesj–
jclassesjwithjqualifiedjinstructors,jplacementjofficesjImplicitjservicesj
–jstatusjandjreputationj(e.g.,jIvyjLeaguejschools)
AtjIndianajUniversityjandjthejUniversityjofjSouthernjCalifornia,jamongjtheirjstrongestjelem
entsjarejtheirjbusinessjschoolsjandjtheirjOperationsjManagementjprogramsj(ofjcourse).jBot
hjalsojhavejveryjdedicatedjalumnijnetworks.jAjweakjelementjofjIndianajUniversityjisjitsjwea
kjfootballjprogram;jforjUSC,jweakjelementsjarejon-campusjparkingjandjhousing.
3. Whatjservicejindustryjhasjimpressedjyoujthejmostjwithjitsjinnovativeness?
Ourjvotejgoesjtojcruisejlinesjwhichjhavejintroducedjsuchjonboardjinnovationsjasjwavejmac
hinesjforjbellyjboardingjandjrockjclimbingjwalls,jasjwelljasjalljsortsjofjotherjamenitiesjtojkee
pjcruisersjinvolved.j Thejindustryjisjdoingjrecordjbusinessjasjwell.
SomejofjthejstandoutjcompaniesjinjlessjinnovativejindustriesjarejBankjofjAmericaj(hasjajform
alizedjresearchjprogramjtojtryjoutjnewjcustomerjservices/amenitiesjsuchjasjvideojscreensjinjn
extjtojtellerjlines),jIntuitj(e.g.,jputtingjQuickenjmoneyjmanagementjsoftwarejonline),jIkea,jJetB
luejAirlines,jandjProgressivejInsurancej(discussedjlaterjinjthejbook).
4. Whatjisjproduct-servicejbundlingjandjwhatjarejthejbenefitsjtojcustomers?
Product-servicejbundlingjisjaddingjValue-
addedjservicesjtojajfirm’sjproductjofferingsjtojcreatejmorejvaluejforjthejcustomer.jThisjprovid
esjbenefitsjinjtwojareas.jFirst,jthisjdifferentiatesjthejorganizationjfromjthejcompetition.jSecon
dly,jthesejservicesjtiejcustomersjtojthejorganizationjinjajpositivejway.jAlternatively,jbundlingj
canjalsojinvolvejaddingjproductsjtojajservice,jforjexample,jaddingjthejsalejofjconveniencejite
msjandjsnacksjatjajhotel.
5. Whatjisjthejdifferencejbetweenjajservicejandjajgood?
Ajservicejisjanjintangiblejprocessj(youjcan’tjholdjitjinjyourjhands),jwhilejajgoodjisjthejphysica
ljoutputjofjajprocess.
6. Lookjatjthejjobjpostingsjatjhttp://www.indeed.comjandjevaluatejthejopportunitiesjforja
njOSMjmajorjwithjseveraljyearsjofjexperience.
1-4
