SOLUTION MANUAL Operations and Supply Chain Management, 17th Edition by F. Robert Jacobs and Richard Chase Chapters 1 - 22 | Complete

VSOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete




1-1

,  TABLE OF CONTENTS
Y Y




ChapterY1:YIntroduction

ChapterY2:YStrategy

ChapterY3:YDesignYofYProductsYandYServices

ChapterY4:YProjects

ChapterY5:YStrategicYCapacityYManagement

ChapterY6:YLearningYCurves

ChapterY7:YManufacturingYProcesses

ChapterY8:YFacilityYLayout

ChapterY9:YServiceYProcesses

ChapterY10:YWaitingYLineYAnalysisYandYSimulation

ChapterY11:YProcessYDesignYandYAnalysis

ChapterY12:YQualityYManagement

ChapterY13:YStatisticalYQualityYControl

ChapterY14:YLeanYSupplyYChains

ChapterY15:YLogisticsYandYDistributionYManagement

ChapterY16:YGlobalYSourcingYandYProcurement

ChapterY17:YTheYInternetYofYThingsYandYERP

ChapterY18:YForecasting

ChapterY19:YSalesYandYOperationsYPlanning

ChapterY20:YInventoryYManagement

ChapterY21:YMaterialYRequirementsYPlanning

ChapterY22:YWorkcenterYScheduling


1-2

,CHAPTER 1 Y




OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Y Y Y Y




DiscussionYQuestions
1. UsingYExhibitY1.3YasYaYmodel,YdescribeYtheYsource-make-deliver-
returnYrelationshipsYinYtheYfollowingYsystems:

a. AnYairline
Source:Y AircraftYmanufacturer,Yin-flightYfood,YrepairYparts,YcomputerYsystems
Make:YAircraftYandYflightYcrewYscheduling,YgroundYservicesYprovidedYatYairports,Yair
craftYmaintenanceYandYrepair
Deliver:YOutboundYandYarrivingYpassengerYservice,YbaggageYhandlingY
Return:YResolveYanyYpost-
serviceYissuesYsuchYasYlostYorYdamagedYluggage

b. AnYautomobileYmanufacturer
Source:Y SuppliersYofYcomponentsYandYrawYmaterials
Make:YManufacturingYofYvehiclesYandYcomponentsYorYsubassembliesYtoYbeYsoldYasYsp
areYparts
Deliver:YDeliveryYtoYandYsalesYfromYdealerships,YdeliveryYofYspareYpartsYtoYtheYwhol
esaleYsystem
Return:Y WarrantyYandYrecallYrepairs,Ytrade-ins

c. AYhospital
Source:YMedicalYsupplies,YcleaningYservices,YdisposalYservices,YfoodYservices,YqualifiedY
personnel
Make:Y InpatientYrooms,YoutpatientYclinics,YemergencyYroom,YoperatingYrooms
Deliver:YSchedulingYpatients,YprovidingYtreatment,YambulanceYservice,YfamilyYcounse
lingYReturn:YBillingYerrors,YfollowYupYvisits

d. AnYinsuranceYcompany
Source:Y SuppliesYneededYforYtheYoffice,Yunderwriters,YlegalYauthorityYtoYoperate




1-3

, Make:YEstablishYpolicyYguidelinesYandYpricing,YfieldYagent/representativeYandYfacilit
yYnetwork,YdevelopYInternetYserviceYcapabilities,YestablishYpreferredYvehicleYrepairYs
erviceYnetwork
Deliver:YMeetYwithYandYadviseYclients,YwriteYpolicies,YprocessYandYpayYcla
imsYReturn:Y refundYofYoverpayments


2. DefineYtheYserviceYpackageYofYyourYcollegeYorYuniversity.YWhatYisYitsYstrongestYelement?YW
hatYisYitsYweakestYone?

TheYcategoriesYwithYexamplesYare:
SupportingYfacilityY-
Ylocation,Ybuildings,Ylabs,YparkingYFacilitatingYgoodsY–

YclassYschedules,Ycomputers,Ybooks,Ychalk

ExplicitYservicesY–
YclassesYwithYqualifiedYinstructors,YplacementYofficesYImplicitYservic

esY–YstatusYandYreputationY(e.g.,YIvyYLeagueYschools)

AtYIndianaYUniversityYandYtheYUniversityYofYSouthernYCalifornia,YamongYtheirYstrongestYe
lementsYareYtheirYbusinessYschoolsYandYtheirYOperationsYManagementYprogramsY(ofYcour
se).YBothYalsoYhaveYveryYdedicatedYalumniYnetworks.YAYweakYelementYofYIndianaYUniversit
yYisYitsYweakYfootballYprogram;YforYUSC,YweakYelementsYareYon-
campusYparkingYandYhousing.

3. WhatYserviceYindustryYhasYimpressedYyouYtheYmostYwithYitsYinnovativeness?

OurYvoteYgoesYtoYcruiseYlinesYwhichYhaveYintroducedYsuchYonboardYinnovationsYasYwaveY
machinesYforYbellyYboardingYandYrockYclimbingYwalls,YasYwellYasYallYsortsYofYotherYamenit
iesYtoYkeepYcruisersYinvolved.Y TheYindustryYisYdoingYrecordYbusinessYasYwell.

SomeYofYtheYstandoutYcompaniesYinYlessYinnovativeYindustriesYareYBankYofYAmericaY(hasYaYf
ormalizedYresearchYprogramYtoYtryYoutYnewYcustomerYservices/amenitiesYsuchYasYvideoYscr
eensYinYnextYtoYtellerYlines),YIntuitY(e.g.,YputtingYQuickenYmoneyYmanagementYsoftwareYonli
ne),YIkea,YJetBlueYAirlines,YandYProgressiveYInsuranceY(discussedYlaterYinYtheYbook).

4. WhatYisYproduct-serviceYbundlingYandYwhatYareYtheYbenefitsYtoYcustomers?

Product-serviceYbundlingYisYaddingYValue-
addedYservicesYtoYaYfirm’sYproductYofferingsYtoYcreateYmoreYvalueYforYtheYcustomer.YThisYpr
ovidesYbenefitsYinYtwoYareas.YFirst,YthisYdifferentiatesYtheYorganizationYfromYtheYcompetitio
n.YSecondly,YtheseYservicesYtieYcustomersYtoYtheYorganizationYinYaYpositiveYway.YAlternativel
y,YbundlingYcanYalsoYinvolveYaddingYproductsYtoYaYservice,YforYexample,YaddingYtheYsaleYofY
convenienceYitemsYandYsnacksYatYaYhotel.

5. WhatYisYtheYdifferenceYbetweenYaYserviceYandYaYgood?

AYserviceYisYanYintangibleYprocessY(youYcan’tYholdYitYinYyourYhands),YwhileYaYgoodYisYtheYp
hysicalYoutputYofYaYprocess.

6. LookYatYtheYjobYpostingsYatYhttp://www.indeed.comYandYevaluateYtheYopportunities
YforYanYOSMYmajorYwithYseveralYyearsYofYexperience.



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