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